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:11/08/2023

  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.

  My toilet is broken and I am unable to use it. I submitted a maintenance request on 10/24, and it has gone unmet since that time. It has created sanitation issues as I have had to use public restrooms. Other maintenance requests have also gone unmet and I have received no communication on when the repairs will be made or updates on why there is a delay.

  Business Response

  Date: 11/29/2023

  ***** submitted multiple complaints for different work orders.  He submitted them and we came to his unit to resolve them.  He then let us know later that he was still having issues and the repairs we made did not take care of the problem.  We tried to reach out and ask questions via email, text and phone and ***** chooses to not respond to us.  He finally emailed us after being very upset and filed the BBB complaint.  We did fix all of his issues and this was already handled.  

• Initial Complaint

  Date:09/16/2023

  Type:Order 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.

  Entered into lease agreement beginning 7/1/2023 with Bryan Properties for apartment 308 at the *********** property at ************************************. Lease dates 8/1/23-7/31/24. Moved into property on 8/3/2023. Expenses to date: application fee $40.00 security deposit $500.00 pet fee $500.00 pet profile fee x 2 pets $25.00 rent x2 months $1395.00 Bryan property advertised at the time of lease signing and as of 9/12/2023 were still advertising both on their Bryan property website and *********** website these amenities: greenway, pet park, covered parking, car wash station and ev charging stations. See uploaded supporting documents.The property also does not seem to be upholding their end of the lease: multiple areas of pet waste on property, trash outside of resident door for days even after being reported, laundry hanging from balcony rails, standing water on property. All of these items have been brought to managements attention. Dispute is Bryan Properties is not providing what they are advertising/what I am paying for and not resolving issues after they are reported. Issues that are in direct violation of the lease agreement. I have attempted to resolve the issue via email and an in person meeting with both the on site property manager, ******************* and the Director of Operations, ***************************. There response was "sorry, we should remove that from our advertising."I have been repeatedly told by both onsite property management and the operations manager to report issues but the response I get is we do not feel repeated complaints are necessary. This exchange was via email.

  Customer Answer

  Date: 09/16/2023

  The lease I signed states pets are to not exceed 50lbs (pet addendum section 8.1) yet I was told in person and have an approved pet, per the pet profile the propery requires, that is over 50lbs. The lease also states unit is to be treated for pests prior to move in then it is the tenants responsibility, yet onsite management told me the unit would be treated quarterly. So, not only are they advertising amenities they are not providing, they are also not following the lease agreement. As of today, 9/16/2023 their website sill lists greenway and car wash station as amenities. 

  Business Response

  Date: 10/06/2023

  I was saddened to read this complaint as River Ranch is our brand new community. With new communities come new challenges. Delays on construction items- etc.... The water to the car wash had to pivot as that is where the residents get their mail. But a state of the art commercial grad car wash style vacuum was installed. The ** chargers are run to the property and ready for install should we have a resident who needs one. At this point we have yet to sign a resident with an electronic car. And our pet park got delayed but is already contracted and is set to be installed by the end of this month. The property final Certificate of Occupancy was just granted first of September and with all new things were working through things such as trash and new construction issues. All have a plan and all are getting resolved. I am sorry she feels that this in someway violates her lease, but I can assure you we make no promise in her lease of amenity date delivery times nor does she pay an amenity fee. Our pet policy is Pets: We are pet friendly! For the safety of the neighborhood, we have restrictions, including but not limited to Tenants responsibility regarding pet complaints, cleanup, aggressive behavior, neglect, and fines related to the same. ALL pets are required to complete the mandatory online screening process. (Please see Pet Addendum to the Lease Agreement and Resident Handbook for further information).
  Tenant is responsible for the $25 pet screening fee. All pets require a non-refundable fee of $500. Residents are required to declare whether or not a pet is present pursuant to all pet policies.. And this is true to her lease as well. We know some communities aren't for everyone and that is why we do offer two options for early termination. A Buy out fee and a Reassignment, it is my understanding that both have been presented to her. Many people in life have reasons they have to break the lease. People hanging their laundry from a balcony and new construction challenges are not any that we would deem out of the norm or justify her to be treated any differently than any other person who has elected to end their lease early due to life circumstances. I have called and emailed her directly to resolve this matter and look forward to being able to reach an amicable one. Thanks!