Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/07/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I live in this address mentioned earlier.I pay to have my trash taken out and this company refuses to do so.I have called and emailed them on various accession for the past five years.Nobody from the company has ever reached out to me or ever tried to solve the problem.I would like to be reimbursed for all the convenience and disrespect for the past five years.I have been paying for the service but I am not getting it.

  

  Business Response

  Date: 10/17/2022

  Our deepest apologies for the inconsistencies you've been experiencing. This does not align with our company's standard or quality of service. Please be assured that we take your concerns very seriously and are committed to providing you with the quality service you deserve. We are reminding our onsite team of the Valet Living Standards and are taking extra measures to ensure your issues are resolved in a timely manner. We have partnered with the Valet Living District Manager who has been tracking your apartment home to ensure collection of your trash. We encourage you to reach out to our team directly should any other issues or questions arise and we will be happy to assist you. You can reach out to us via email at ********************************** or via phone at ************.

  Customer Answer

  Date: 10/17/2022

   
  Complaint: 18183405
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:10/06/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  As a resident of the Mezza apartments, part of our rent goes to valet trash pick up Sunday through Thursday on any normal day and circumstances. That is not the case. My garbage is not always picked up. I was given a copy of the regulations for trash pick up by apartment management. I double bagged my trash. I bought a scale to weigh my trash so its not over 25 pounds. It is still not always picked up. My wife has called the 800 number requesting a call back. She never received a call back. She emailed *********************, the district manager. He is in *****, *******. ************** replied once, August 11th, stating he would monitor the employees for proper service. That has not change ****************. My wife emailed him again. No replys. Im paying for a service that in sporadic at best, if at all.

  

  Business Response

  Date: 10/12/2022

  We apologize profusely for all the issues you have been experiencing, this does not align with our company's mission or quality of service. Please be assured that we take your concerns very seriously and are committed to providing you with the quality service you deserve. We are reminding our onsite team of the Valet Living Standards and are taking extra measures to ensure your issues are resolved in a timely manner. As a result, we've partnered with the Valet Living District Manager who has been tracking your apartment home and has personally collected your trash. We encourage you to reach out to our team directly should any other issues or questions arise and we will be happy to assist you. You can reach out to us via email at ********************************** or via phone at ************.

  Customer Answer

  Date: 10/17/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:10/06/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've been staying at ********************************** for 3 years. For 3 years I've been complaining about my trash not being picked up and paying an additional $25 a month for trash pickup . I've been calling there main number at ************. I've also, called there district manage directly at ************. They hardly call back, and they stay avoiding my trash and calls. This is my final straw. My trash has been sitting outside since Sept 29th, 2022. I call Friday, Sept 30th. Monday Oct 3rd, Tuesday Oct 4th. and today Oct 5th. My trash is still sitting outside and no one has called or picked it up.

  

  Business Response

  Date: 10/12/2022

  Thank you for bringing this concern to our attention. We apologize for your experience but please know we are taking extra steps to meet your expectations. We documented your concerns and partnered with the local District Manager of Operations for your community. The District Manager would like to set up a time to speak with you to provide a better resolution when collecting your trash according to the schedule in place.  We have been tracking your apartment home and we encourage you to reach out to our team directly to discuss action plans to better suite your needs.  You can reach out to us via email at ********************************** or via phone at ************.  Thank you so much for your time.
  
  

  Customer Answer

  Date: 10/12/2022

   
  Complaint: 18174093
  
  I am rejecting this response because: Ive been calling , emailing, texting, leaving messages, and no resolution. Ive been  complaining for 3 years  and been on tracker for a minute. That doesnt work and they still dont pick up my track . I want my money back for the service 

  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 01/10/2023

  Ive been complaining and complaining about my trash not getting picked up. Im paying for a service and no one seems to call me back or pick up my trash . This is my second complaint to the BBB about this company and nothing was resolved the first time and still nothing has been resolved. . My trash stills sits outside . This company had bad customer service and doesnt respond back to emails , voicemails or text messages

  

  Business Response

  Date: 01/16/2023

  Our sincerest apologies for any inconvenience you may be experiencing. We are taking your concerns very seriously and want to make sure we are providing the service you deserve. Our team has partnered with Valet Living's District Manager, who has been tracking and will continue to track your apartment home. The District Manager has attempted to follow up with you, but has not been successful. We encourage you to reach out to our team directly should any other issues or questions arise and we will be happy to assist you. You can reach out to us via email at ********************************** or via phone at ************.

  Customer Answer

  Date: 01/19/2023

   
  Complaint: 18174093
  
  I am rejecting this response because: that is a lie . Ive bedbugs calling, texting and emailing . Valet manager finally contacted me on Tuesday. Your company is very unprofessional, dont recall calls , emails or text . I complain every month . No resolution and I want my money back 
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 04/11/2023

   
  Complaint: 18174093
  
  I am rejecting this response because:

  My trash is still not being picked up and nothing has been resolved at this company. They pick and choose, who trash they want to pick up .My trash been outside since last Thursday. Regional manager does nothing. Complaining to the company does nothing . They dont care at all. Everyone in my building trash been out since Thursday
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 05/19/2023

  Thank you for letting us know about your continuous concerns. We want to make sure you are receiving the quality service you deserve. We apologize for any inconvenience caused. This apartment home has been added to our tracking list indefinitely. In further investigation, it appears that trash pickup has been consistent and has been taking place during the allotted collection days and times. Valet Living is a third-party vendor through your leasing office and Valet Living does not charge individual residents. Any fees associated with your service are through your leasing office and any questions or concerns regarding those fees will need to be addressed with your leasing office. We greatly value feedback from our clients and residents. We Strive to provide all our residents with the best quality of service. Should you have any questions or concerns, please feel free to contact us at ********************************** or at ************.

  Customer Answer

  Date: 05/22/2023

   
  Complaint: 18174093
  
  I am rejecting this response because: my trash still hasnt been picked up and Ive told the district manager multiple times and he doesnt respond back. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 06/13/2023

  We appreciate you bringing this to our attention. We sincerely apologize, please know that we are taking extra measures to meet your expectations. Together with your local District Manager of Operations, we documented your concerns. An update on their plans to resolve this concern will be provided to you shortly by the District Manager. Additionally, they have put your home on a permanent tracking system for the purpose of preventing misses. We strive to provide all our residents with the best quality of service. However, should you have any additional questions or concerns in the future, please contact our ****** Services team at **************, via email at *********************************** or through Live Chat on our website valetliving.com. We are happy to help!

• Initial Complaint

  Date:10/03/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Valet Living violated terms agreed on for trash pick up. They do not show up as scheduled and leave trash. The service is not free. I pay a monthly fee that is mandatory according to the *************** Chanres Residential. The trash pick up schedule is from Sunday thru Thursdays! Some weeks they only come 1 day or they come and do not pick up the trash! Valet living did not pick up my trash as scheduled and I called to ask why! Instead of doing their job! Their employees started harassing me at my home!! On Sunday there were 2 bags of trash to be picked up they took only one bag. I called to ask for this to stop and for them to adhere to the Sunday through Thursday trash pick up! Yesterday, and the day before their employee s stated taking photos of my home! Yesterday, their employee threw other people trash in front of my door and took photos! They are harassing me because I said something about their lack of picking up trash! They left leaky trash all in front of my door! I had to clean up the mess! They have violated me and violated my home! This Company is not legit! They take money from Residents and do not pick up the trash! Taking photos of my home is a violation of my privacy! This Company need to be exposed to Consumers. They take money from customers and do not provide the service.

  

  Business Response

  Date: 10/07/2022

  Hello!
  
  Thank you for letting us know about the issues you are experiencing. We apologize profusely for all the trouble. We are taking your concerns very seriously and want to make sure we are providing the service you deserve .We've partnered with the Valet Living District Manager who has been tracking your apartment home and he has been personally collecting your trash. We encourage you to reach out to our team directly should any other issues or questions arise and we will be happy to assist you. You can reach out to us via email at ********************************** or via phone at ************

• Initial Complaint

  Date:10/03/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Whoever the person is that services Valet Trash for The Stratford Apartments they are HORRIBLE! After multiple complaints I have submitted to the leasing office, as well as an official communication to Valet Client Living Services, regarding missed doorstep collections of trash by Valet Living, I was left with no choice but to go public with their egregious failure to render consistent service they were compensated for. Our trash was again, NOT picked up 3 days in a row (this is on top of multiple days since July 2022). I demand that corrective action be implemented that is in keeping with the legal and binding contract they forged with ***************.

  

  Business Response

  Date: 10/07/2022

  Hello, 

  Thank you for taking the time to let us know about the issues that you have had with our services in your community. We apologize for any inconvenience this may have caused. It is our mission to deliver the highest quality service possible to our residents. We have partnered with the District Manager responsible for the collection in your community. They are employing extra measures to ensure your concern is resolved in a timely manner. Thank you for your patience. We apologize for the problems you have encountered. We greatly value feedback from our clients and residents. Should you have any questions or concerns, please feel free to contact us. ********************************** or **************.

• Initial Complaint

  Date:10/03/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In my lease contract i had to sign a contract with Valet Living. In the last 6 months they have picked up our trash 4 times. I saw it as annoying and would have to get family members to haul trash to their houses. Until on Sunday August 29th i received a text message and email from a rep. from valet living with a picture time stamped 3:55 in the morning, showing trash at my door. Instead of taking the trash, they put a bag in the doorway, and left a letter threatening eviction and 25 dollar fine for trash in the breezway. When i tried to deal with the complex the rep. from the complex told me they were aware of the problem and were collecting information to try to rectify the cituation. From what i have read on your sight this seems to be business as usual since ****. In my opinion i have 2 companies who know there will be no service rendered. And are charging and threatening me. I do not want money, but feel i and many others are being taken advantage of. They have created a racketeering scheme and im stuck because i cant fire the trash hauler for breech of contract.

  

  Business Response

  Date: 10/06/2022

  Hello, ******!
  
  Thank you for making us aware of your situation. We truly do apologize for the missed collection you have been experiencing. We have escalated this concern to the Valet Living District Manager of Operations for your community, who may reach out soon if they have not done so already. To help prevent further mishaps, we have also placed your home on tracking for the next few weeks. My sincerest apologies on behalf of Valet Living for your experience but please know we are taking extra measures to improve our provided services. Should you have any additional questions or concerns in the future,please contact our ****** Services team at **************, via email at *********************************** or through Live Chat on our website valetliving.com. 

• Initial Complaint

  Date:09/26/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Having my trash collected is not something I want or need considering I live right in front of the dumpster at my apartment complex. However, its part of my contract so I expect to receive the services Im paying for. I can see every now and then my apartment gets missed, but this has been an ongoing battle with Valet Living and Im tired of the scripted responses. Collectively its now been approximately 10 times my trash has been missed. Only recently was the first time Ive been offered anything for the inconvenience and disappointingly its only a credit on their other services (cleaning and pet visits). There are times where my trash is missed three days in a row, sitting in 115 degree ******* heat, a complete health hazard. Im exhausted from battling these people over something so simple. Valet Living should only charge for the days on which they actually fulfill their side of the contract.

  

  Business Response

  Date: 10/04/2022

  Thank you for bringing this concern to our attention. We are employing extra measures to ensure your issue is resolved in a timely manner.  The District Manager will reach out to you to give you the best action plan.  He will also be partnering with the communities Property Manager to ensure they are aware and that we are meeting their expectations. We Strive to provide all our residents with the best quality of service. We greatly value feedback from our clients and residents.  Should you have any questions or concerns, please feel free to contact us. ********************************** or **************

• Initial Complaint

  Date:09/23/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Being in this apartment complex, I have been forced to pay $30 a month for the trash service. The fee is now $42 a month. Since Valet Living has started "picking up my trash", there's been non-stop problems. I have worked with the company and cooperated with everything they ask, however, my trash is still being missed. I have only put out 1-2 kitchen sized trash bags in the receptacle they provided. My trash is out on time. I've filed many complaints with them and they might "track" my trash can for a week or 2, but then it goes back to them missing my trash again. I'm single so I do not have trash to take out everyday. In fact, with all of the problems I've had, I frequently take out my own trash. I have talked to neighbors and they have had similar issues. I am unable to opt-out from this "service". Quite frankly, since I do take my trash out on my own most of the time due to being missed so frequently, I should be able to opt out of this or they can pay me the $42/month. I should not be expected to pay for a service that is not being provided. I reached out to the company again today after my trash was missed again last night. I called the customer service line and waited for 17 minutes and 9 seconds and was hung up on. I called back and the customer service rep (I think her name was ********) apologized several times. She doesn't need to apologize. She's not at fault and I told her that I'm not mad at her but rather the lack of consistency and concern by the people that should be servicing my area. I believe the company is based in FL but I live in ************************************************.

  

  Business Response

  Date: 09/23/2022

  Thank you for bringing this concern to our attention.  We are employing extra measures to ensure your issue is resolved in a timely manner.  The District Manager will reach out to you to give you the best action plan.  He will also be partnering with the communities Property Manager to ensure they are aware and that we are meeting their expectations.  We Strive to provide all our residents with the best quality of service.  We greatly value feedback from our clients and residents.  Should you have any questions or concerns, please feel free to contact us. ********************************** or **************

  Customer Answer

  Date: 09/29/2022

   
  Complaint: 18064599
  
  I am rejecting this response because: my neighbors did not have trash picked up for 2 days.  Ive attached pictures.  Im also unclear what the plan is for my trash. 
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 10/07/2022

  Hello,
  
  Our deepest apologies for the inconsistencies youve been experiencing and we apologize for the quality of service. We greatly value feedback from our clients and residents. This level of service does not meet our standards and we are employing extra measures to ensure your issue is resolved promptly. Thank you for bringing this concern to our attention and should you have any questions or concerns, please feel free to contact us via email at ********************************** or by phone at **************.

• Initial Complaint

  Date:09/19/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid for valet service $30 a month and it does not get picked up 15 days out of the month I have went to the office and asked to be refunded and they have asked me to call the valet company and lodge my complaint there. I've asked them to prorate for the valet ***** Services and they stated they could not. Raccoons are always in the garbage and trash is out everywhere so, I end up taking my trash to the Bin.. I've asked to be excluded from this valet service because I am more than capable of taking my own trash out I am being forced to pay $30 a month for valet trash to be pickup and I still have to take my garbage to the trash this is unheard of and totally unfair to the consumer/me...

  

  Business Response

  Date: 09/23/2022

  Thank you for bringing this concern to our attention. We are employing extra measures to ensure your issue is resolved in a timely manner.  The District Manager will reach out to you to give you the best action plan.  He will also be partnering with the communities Property Manager to ensure they are aware and that we are meeting their expectations. We Strive to provide all our residents with the best quality of service. We greatly value feedback from our clients and residents.  Should you have any questions or concerns, please feel free to contact us. ********************************** or **************

• Initial Complaint

  Date:09/19/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am charged monthly for this service to pick up my trash four nights a week. I live on a corner unit facing the parking lot, just up off the curb from the parking lot. The valet trash people have to literally pass my apartment in order to get to trash for at least three buildings. Then they have to walk past it again on the way back from collecting trash from my neighbors, including those in the same building. They often go up the stairs to the apartment above mine to collect their trash, and yet just leave mine for no reason. I have followed all of their guidelines. My trash is out on time, placed in the designated receptacle, tied correctly, and always the proper weight. Week before last, they skipped me twice. A day after that, I simply waited for them, chased them across the parking lot which is hard for me because I am partially handicapped, and made them pick it up (politely). But tonight, they walked right past my trash again, collected the bags from my neighbors, and deliberately left mine--yet again. I am paying for a service that I am not getting, and cannot take myself due to my condition. However, I risk incurring a lease violation leaving it out because it was not picked up, so I either have to drag it back inside, or ask my complex to come pick it up. I either want to be released from my portion of these charges, refunded a week (four days that I was skipped recently) from Valet Trash because of the recent week I had to drag my trash back in, or have them actually start doing their jobs. I am including a picture of my trash set out. My porch is brightly lit in the dark, my trash it out on time, the bags are tied, my bags are of correct weight, the bags are in the designated receptacle, and normally there is only one light bag. This picture was taken the day after the trash wasn't picked up the night before, so there are two bags. Their fault.

  

  Business Response

  Date: 09/23/2022

  We apologize for your experience but please know we are taking extra steps to meet your expectations. I have documented your concerns and partnered with the local District Manager of Operations along with the Regional Manager for your community to have this matter addressed and resolved as quickly as possible. The District Manager will be contacting you soon if they have not done so already with an update on their plan for resolving this concern to your satisfaction. Additionally, they have placed your home on tracking for miss prevention purposes. We strive to provide all our residents with the best quality of service, but should you have any additional questions or concerns in the future, please contact our ****** Services team at ************, via email at *********************************** or through Live Chat on our website valetliving.com. We are happy to help!