Complaints

This profile includes complaints for The Lund Company | Lund Living's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  The Lund Company | Lund Living

  450 Regency Pkwy # 200 Omaha, NE 68114-3777

  
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  The Lund Company | Lund Living

  575 Maryville Centre Dr Creve Coeur, MO 63141-5861

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:06/30/2025

  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.

  I have been locked out of my apartment before my key return date. They changed the locks to my apartment even though I have never once missed a payment or been late. I have been with the complex for 5 years and am now unable to retrieve my belongings with no resolution from the business. This is through Parham Pointe apartments which they own.

  

  Business Response

  Date: 07/02/2025

  *******

  On Monday, June 30th, a work order was created when you came into the office to report you were locked out of your apartment. Our staff advised that we had not changed the locks and quickly arranged for our maintenance team to assess the issue. Upon inspection, maintenance found that the lock cylinder in the smart lock had malfunctioned. To resolve the issue, the lock was drilled out and replaced. We also made sure to key the new lock to match your original key for convenience. For reference, we have attached a copy of this work order.

  After reviewing the situation, we confirmed that no after-hours calls or emergency maintenance requests were made before you came to the office during business hours on Monday. We always encourage residents to contact our emergency maintenance line for any urgent issues that happen outside of office hours so we can assist as quickly as possible.
  
  We believe we responded appropriately once the issue was reported, and we remain committed to providing timely and effective service to our residents. Please let us know if you need any further assistance in this matter. 
  
  Thank you. 

  

  Business Response

  Date: 07/10/2025

  We’d like to provide some clarification regarding the lock system in your unit and the events surrounding the reported issue.
  
  The lock installed on your unit is a smart lock system. Photos of your lock are attached. In some rare cases, the internal pins in the lock mechanism can shift or fall out of alignment, which can cause the lock to malfunction. This is what occurred in your case.
  
  Regarding the pre-move out inspection conducted on the morning of 6/25, no issues were noted at that time, which is why you did not receive a follow-up. As part of our standard process, residents are only contacted if concerns arise during the inspection.
  
  You mentioned in your complaint that the lock malfunction may have occurred during or as a result of the inspection. However, please note that the issue was not reported to our office until 6/30, several days after the inspection. Once the work order was submitted, it was addressed and resolved on the same day, and an automatic email confirmation was sent to notify you of the completed service. Additionally, no after-hours calls or emergency maintenance requests were received over the weekend related to access issues.
  
  We also want to clarify that the only communications received from you regarding this matter were the work order and your BBB complaint. We are always open to working directly with residents to resolve concerns, and we encourage open communication to ensure a prompt and helpful response.
  
  In terms of financial restitution, we are open to reviewing any such request. As of now, we have not received a specific request from you, but we welcome you to submit one so that we can evaluate it fairly.

  Customer Answer

  Date: 07/16/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  Based on the value of furniture and appliances stolen from the apartment, I am requesting $3000 to replace said furniture. I have already filed a police report on this matter and an investigation is underway. 
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:06/27/2025

  Type:Billing 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.

  Rent is due on July 1st 2025
  The nature of the dispute is as follows: I moved from one apartment to another in the same complex due to a bug infestation along with several water leaks and one last water pipe break on June 13th. I moved in here on June 18th (new apt). Even though I paid rent already for the entire month of June.(old apt) they told me it doesn't transfer over and I will have to pay 398.25 which they ended up covering $300 of that for the inconvenience for the ceiling. They originally told me they would cover $600 but $300 of that was for a transfer fee and it no way reflected on my bill. So the bill I was left with was 98.25 Plus this months rent which is 918.99. Together leaving me with a total of 1017.24 I don't understand why I am being asked to pay the 918.99 in full and then the additional 98.25 on top of that. it's like being double charged! and like they double charged me so that it appeared that they were giving me a credit when in reality it was something that I have already paid for. I also incurred a $695 emergency move fee to get a company to move me out on short notice on the weekend as well as losing two days pay to move.
  
  They did give me back my $ 500 deposit for the 2nd apartment not the 1st. . I lost my Microwave, air fryer and Keurig as I could not bring them with knowing how far the infestation was and risk bringing something to my new apartment. I literally had roaches crawling around inside of the clock on my stove and I had my whole kitchen stored in totes I couldn't use my drawers or cabinets in fear of getting sick and everytime I pulled a dish out it had roaches on it. I was told by maintenance that the gentleman living in apt 1 is on hospice care and they are coming from his apartment and until he passes and they can go in and clean his place out the bugs would remain an issue. They cannot ever go into his apt due to some agreement. My daughter lives 2 doors down and is having the same issue. She had to move too.

  

  Business Response

  Date: 07/02/2025

  Thank you for bringing your concerns to our attention. We are truly sorry to hear about the challenges you’ve experienced at Tara Heights, and we want to acknowledge the inconvenience and frustration this situation has caused.
  
  We understand that the conditions in your previous apartment, including the water damage and pest issues were unacceptable, and we sincerely appreciate your patience as our team worked to support you through the emergency transfer process.
  
  To help clarify the billing concerns:
  You are correct that rent does not automatically transfer between units due to the accounting and lease structure in place. However, in recognition of the hardship you experienced, we applied a $300 concession to assist with the transfer costs. The $98.25 charge on your account reflects the prorated rent for your new apartment from June 18–30. This is separate from your July rent of $918.99, which is due under the lease agreement for your new unit.
  
  We understand how this may feel like a double charge, but we can assure you it is not. The charges reflect occupancy in two separate units during the month of June, followed by the standard rent for July. We are happy to review your ledger with you in detail to ensure full transparency and help answer any questions.
  
  Regarding the loss of personal items and emergency move-related expenses: while we sincerely empathize with the burden this placed on you, we are unable to reimburse third-party moving costs or personal belongings not coordinated through our office or covered under a renters insurance policy. We do recommend reaching out to your insurance provider to explore any potential coverage options.
  
  As for the pest control issue, we take infestations very seriously and continue to coordinate regular professional treatments. We are aware of the sensitive situation regarding a neighboring resident's unit and are actively exploring all responsible measures within our control to minimize its impact on surrounding units.
  
  We truly regret the distress this has caused and remain committed to resolving any outstanding concerns. If you would like to schedule a time to speak or review your account in person or by phone, please contact us at ***** ******** or **********************.
  
  Thank you again for your feedback. We hope to work together toward a resolution.

  Customer Answer

  Date: 07/14/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I appreciate the response, but it does not fully resolve my complaint.
  While I acknowledge the refund for the double rent charge and turnover fees related to my prior unit, this response ignores several ongoing and unresolved issues.
  You provided a refund check totaling $712.64, which is misleadingly labeled a “move out refund” 
  $500 of that amount was my original security deposit- my own money which was always expected to be returned and should not be treated as part of a refund or concession. That leaves the remaining amount of $212.64 that was sent back to me with no explanation provided for where that amount came from or how it was calculated.
  I vacated Bldg *** ** and was already residing in the new apartment **** * as of June 15th, 2025. I did not sign the new lease until June 20th due to the circumstances of an emergency transfer involving myself and my daughter. That means I was owed 15 days of unused rent on unit *** ** not 13 days as it appears it was calculated.
  For reference:
  Rent for the unit was $919/month
  That breaks down to $30.63 per day
  15 unused days = 459.45
  Instead of receiving that refund, I received only $212.64- again, with no breakdown or justification for the reduced amount.
  Furthermore, I noticed multiple charges removed from my refund amount with no proper explanation.
  $35.28 for Water
  $35.28 for Sewer
  $17 for Electricity
  
  
  Water and sewer are typically $10.40 and this charge occurred after a water issue in my apartment which was not my fault. The electrical charge is also not standard on my account and has no description or cause provided. In addition to the refund issues, I am now facing $120 in late fees, and the rent payment portal remains locked. I have reached out multiple times requesting that the late fees be dropped due to the situation. I received no reply.
  I want to be very clear: ** *********** spoke to you and let you know that they mailed you an $800 check on my behalf. I confirmed this with ***, who said she even came into the office in person after her calls went unreturned. At the time, you were already aware this check was coming. I had also paid the remaining balance of $217.24 personally.
  Despite this, my rent has not been accepted. I’ve received no confirmation, and my portal remains inaccessible. This has resulted in unjust late fees, despite having the full amount available and paid through combined sources.
  In Summary: 
  This refund appears to be partial, unexplained, and immediately undercut by charges and gees that were either excessive, undocumented or based on administrative failures. I am still seeking:
  A full breakdown of the $212.64
  An explanation and correction of the water, sewer, and electrical fees
  A waiver of the $120 in late fees which accrued even though you knew a check was coming
  A clear statement showing the $800 check from the church and my additional $217.24 have been received and applied.
  I have made good faith efforts to pay rent and resolve these issues. I have not been met with the same good fatih in return.I am requesting the proper refunds be sent to me as well as a detailed, itemized updated ledger showing all credits, charges, payments, and dates applied across both apartments. Until I receive this and the rent situation rectified, I consider this issue unresolved.
  

  I look forward to your response,
  

  Sincerely

  ***** ***********
  
  
  
  

• Initial Complaint

  Date:06/27/2025

  Type:Billing 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 husband and I rented an apartment in Sept. 2024. We ended up purchasing a house earlier than expected so we gave the 2 months notice requested to terminate our lease early. Our lease was due to end June 1st 2025 at which point they told us we would owe a $2700 early cancelation fee. We paid April's rent in full and on time yet we came home to evacuation notices taped to our door, and put in our mailbox stating we were behind payment (the $2700 that even they said wasn't due until June 1st). We both received multiple automated phone calls and texts while at work to the point we had to tell them to stop contacting us or we would consider it harassment. We attempted to pay May's rent in full and on time but there was a "change to the payment system" that would not accept partial payments and an "error" where by the system was still trying to collect the $2700 that still wasn't due yet. Long story short we feel they attempted to extort monies from us that they aren't even legally allowed to charge based on NE renting laws.

  

  Business Response

  Date: 07/02/2025

  Thank you for the opportunity to respond to the complaint regarding the lease termination process.

  The complainants entered into a lease agreement that commenced on September 7, 2024, and was set to expire on September 6, 2025. On April 1, 2025, they provided written notice of their intent to vacate the unit, which met the 60-day notice requirement outlined in the lease.
  
  At the time notice was given, our staff clearly communicated that, under the terms of the lease buyout provision, a 60-day notice must be accompanied by a lease buyout fee of $2,714 in order to terminate the lease early without penalty. 
  
  Upon move-out, the residents attempted to make a partial payment toward their outstanding balance. Our payment system, however, does not accept partial payments—only the full balance may be submitted. The total amount owed, including the buyout fee, was due at the time of move-out. Thirty days after moving out, any balance owed is sent to collections. 
  
  Our property management software automatically generates and sends balance-due reminders to residents, unless they have elected to opt out of such notifications. Our staff does not initiate direct contact regarding outstanding balances unless a resident is delinquent on rent, in accordance with our standard policy.
  
  We believe all lease terms and obligations were communicated transparently and applied consistently. We remain committed to resolving this matter fairly and are happy to provide further documentation upon request.

• Initial Complaint

  Date:06/13/2025

  Type:Billing 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 toured a Lund Company property called Whispering Hills and decided to apply. Upon applying on their internet portal, I was directed to pay a number of fees and ultimatley, pay a $500 deposit before I would be presented with the lease. Upon reviewing the lease, I could tell this wasn't somewhere I would want to spend the year, and decided to cancel my application.
  
  Although I never even finalized my application or moved in the the property is refusing to refund any costs including the $500 deposit that I would get back at the end of the year even if I had stayed for the full 12 months . This feels deceitful and predatory in nature and I ask that my deposit be returned.

  

  Business Response

  Date: 06/18/2025

  ********

  Thank you for reaching out. We’re sorry to hear about your experience and appreciate the opportunity to clarify our application process.
  
  When you applied to Whispering Hills, you signed an Application Agreement that outlines what happens if a lease isn’t signed after approval. Specifically, Section 6 explains that if an applicant does not sign the lease within the required time frame, the application deposit and/or administrative fee may be retained as liquidated damages, and the agreement may be terminated.
  
  At the time you decided not to move forward with your lease, your application had already been approved and your unit reserved. Based on the signed agreement, this makes the $500 deposit nonrefundable, even though the lease was not signed.
  
  Your feedback is important to us, and we understand this may be frustrating and want to assure you that we value transparency. If you'd like to review your agreement with our team, we’re happy to assist.

  Thank you.

• Initial Complaint

  Date:05/29/2025

  Type:Billing 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 lived here for a year, I Moved out 5/20/25. I paid my last month's rent which included water/sewage/trash for 1,579.19. I paid in full. I received another bill for $201.05 I was told I was back paying for water/sewage for two months which 3/29/25-5/20/25(I thought I paid for that with last month's rent). I received an email from an app the villas require called Rhino. It was a claim being filed for loss of rent for a $25.00 deposit. I called the Complex and asked what this was and I was told they had nothing to do with it and that I had to deal with it through Rhino. I paid the fee. I logged into my account with sandstone and saw there was another fee for $100.00. I called the facility to ask about this, but no one answered. One charge was for $75.00 called a turnover charge, and the other was for $25.00 called an electric turnover charge. I proceeded with an email, frustrated with this and asked what this for. I received a response email stating the $75,00 charge was for carpet cleaning and the $25.00 charge was for putting OPPD back into the complexes name. I called OPPD and asked if they had anything to do with these changes and was told no. They just charge an activation fee for starting service at a new place. I'm forced to pay this because my name will go to collections and ruin my credit and renting history. The base rent was $1.424.19 but with al other charges rent always came close to $2.400

  

  Business Response

  Date: 06/05/2025

  Thank you for bringing your concerns to our attention through the Better Business Bureau. We take all feedback seriously and are committed to addressing any issues our residents may have. We appreciate the opportunity to clarify the charges and provide some context regarding your recent billing statements.

  • As stated previously during conversation at the property office, the water/sewer and refuse are billed back to residents as stated in the utility addendum. The utilities are billed in arrears and final charges are calculated and billed in full upon move-out. The payment you made for your last month's rent covered the rent and the utilities up to that billing cycle. The additional charge of $201.05 represents the final reconciliation of your utility usage for the period from 3/29/25 to 5/20/25.
  • The claim filed through Rhino for the $25.00 deposit is managed by Rhino, a third-party service. As stated, our office does not handle these claims directly, and any issues or questions regarding this charge should be addressed with Rhino. We apologize for any inconvenience this may have caused.
  • The $75.00 turnover charge is a standard fee for carpet cleaning, which is part of our move-out process to prepare the unit for the next resident. Based on the situation, we will waive the $75.00 turnover charge and credit it back to your final billing statement.
  • The $25.00 electric turnover charge covers the cost of transferring the OPPD (Omaha Public Power District) service back into the complex's name. While OPPD may not itemize this specific transfer fee, it is a necessary administrative cost incurred by our complex.
  

  We understand that these charges can be frustrating, especially when they are unexpected. However, all charges are valid and in line with the terms of your lease agreement. We strive to maintain transparency and fairness in our billing practices and are always available to discuss any concerns you may have.

  If you have any further questions or need additional clarification, please do not hesitate to contact our office. We are here to help and hope to resolve this matter to your satisfaction. We appreciate your understanding.

• Initial Complaint

  Date:05/16/2025

  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.

  Upon moving into an apartment at The Vue, I set up autopay. The next month it worked. The following month (last month), autopay must not have worked as I found a note taped to my door saying I was late and late fees were being added daily. My wife (who originally set the rental up) called Lund last Thursday (5/8/25). The gal there said she'd call back the next day - but she didn't go to the office the next day, so my wife finally called Lund again (last Friday) three times - no help. By yesterday she had made ten calls to Lund - no call backs and daily penalties added.
  Yesterday she finally received a call-back, saying to pay the total amount, including late fees (now $1,551.41 total) and they'd see about mitigating some/all of the late fees. Very soon after, my wife received another Lund call, saying the first gal shouldn't have talked to her as my wife's name isn't on the lease - and they wouldn't remove any late fees. My wife's been very upset about this, understandably.
  Again, until the late fees starting accruing, I had no knowledge the autopay hadn't worked. My bank said there were ample funds in the account and there were no stoppages, restrictions, etc on their end. They were ready and willing to pay. Lund had to be the problem.
  My wife and I are retirees and don't appreciate begin treated so unprofessionally and thoughtlessly by Lund. The properties they manage are valued at over $1B. Removing late fees, which they seem to have caused (as we didn't, nor did our bank), seems like something which Lund should have done without causing all this.
  I should mention that my apartment complex, The Vue, seems innocent in all this. They've been kind and understanding.
  Thank you for your consideration.

  Customer Answer

  Date: 05/23/2025

  complaint is resolved 

• Initial Complaint

  Date:11/19/2024

  Type:Billing 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.

  We moved into unit April 2023. Within a month we noticed drug use two doors down, cops and threats from this individual. He wanted to know where the cop lived. The property manager at the time was friends with this person and warned him. He also was currently a convicted felon living at the property which was not allowed. By Sept we chose to vacant due to on going issues. I was in contact with many people via email. We moved early Sept 2023. Oct 2023 after new doors were installed I couldn’t access my unit to grab the last of our items. I asked ***** the property manager at the time if I could be let in to grab my items from garage. I was told nothing left. So my Dyson, baby items, clothes and chairs were stolen. I left our keys and was told they would be in touch with final amounts. I never received anything after this. No email, no postal mail, no certified document with final bill. Nothing. A year later it hit my credit and was sent to collections. We have been recently trying to get this resolved in any type do way and ***** is against this. She and another manager said we were billed and I asked for proof of this and have yet to see it. We have proof of the felon now servicing 5-10 years prison time and we have proof of no such invoice exist. So rather than allowing us the opportunity to pay our bill last year they sent us to collections and refuse to allow us to pay our debt. ***** complained to my husband that they took a pay cut and I asked if they would be willing to accept money from us in full. She denied. We aren’t asking for fees being dropped we have simply asked for this to be removed from collections. We strongly feel we shouldn’t owe he amount they are asking for but we also aren’t fighting it. We just want this made right. We don’t appreciate being lied to and stories made up. We also didn’t appreciate having our lives put in danger due to my husbands career choice. As said that felon was wanted where my spouse works.

  

  Business Response

  Date: 11/26/2024

  Mrs. ********

  We are writing in response to the recent concerns raised regarding the handling of your move-out process from Sandstone Villas. We understand that moving can be a stressful experience, and we strive to make it as seamless as possible for all of our residents. We take all feedback seriously and aim to address any issues in a fair and transparent manner.  We do feel we were fair and accommodating at the time of your move out in a fair resolution to the matter at hand.

  The allegations made that the Property Manager was friends with another resident at the property, who was ultimately evicted from the property, are false. Swift legal action was taken as quickly as possible following an incident you referenced in the complaint.  

  Mrs. ******* had officially left the keys in the unit, handing possession of the unit back to Sandstone Villas on October 16, 2023. Once we received the keys, our team entered the unit to follow the standard make ready process. There were verbal conversations that had occurred regarding any remaining items after the move out. None of the items listed in the complaint were found in the apartment aside from a vacuum, which Mrs. ******* verbally stated could be tossed. 

  A move out statement was mailed regarding the final balance owed after the keys were turned in. In addition, a courtesy e-mail was sent on October 20, 2023 informing the residents of the balance was sent which indicated the total due as well as options to pay. A copy of this email is attached. It was noted that it would be turned over to the collection agency in 30 days and after that time we could no longer make payment arrangements or accept payments on site once that process began. Our contract with our collection agency states that we cannot pull an account out of collections to collect payment installments or full payment from a former resident.  
  

  The note regarding the pay cut was likely in reference to noting that there is no benefit to us that the account is in collections, as we will only be receiving a portion of the funds once they are paid at this time.  
  

  The residents have had over one year since move out to make payments or fully pay this balance. At this time the only option is to work with the collection agency; and unfortunately, at this time communication directly with the former residents have been unproductive with vulgarity and threats toward our staff occurring from Mrs. *******.
  

  Thank you for your attention to this matter, we apologize this is not the resolution that is being requested; however, if Mrs.******* wishes to make payments and set up a payment plan with the collection agency, we would advise that this be completed.  
  
  Sincerely, 
  The Lund Company

  Customer Answer

  Date: 11/27/2024

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

  ***** or to whom it may concern,

  Majority of your response is absolutely false and you tried very hard to cover your actions of yours and your employees at the property. 
  For starters the property manager at the time was friends with residents that you evicted. Yet I find it difficult to process an eviction of a resident who actually never legally resided on the lease. This property manager at the time made it very clear to that non legal resident to be careful as he has a neighbor who’s a cop. That mentioned cop is my husband and that resident was making threats to me and my family on multiple occasions while doing illegal activity that your management chose to ignore. My husband was even offered in the beginning of our time renting this until to be paid under the table to do weekly checks around the units. Which he denied and this was inappropriate. You should hire your own security the legal way. This was all verbal though. Now this resident who was a felon and wanted by the law was wanted where my husband worked. We have those facts on paper which we won’t be sharing as it’s a legal issue and not appropriate to share. Just like sharing you evicted this resident is absolutely out of line and unprofessional of you to share someone’s business on such a public platform. 
  With that being said sharing our payments or none payments to a collection agency is non of your business either and wrong of you to share. But that’s ok. It can sit right where it is. 
  Moving on to your next set of lies. You mentioned I left my keys in the unit. That would have been absolutely impossible for me to do as new doors were installed and I had zero access to my unit. You should be able to follow up with our emails between one another on Oct 16th where I clearly stated I will be dropping my keys off. My keys and garage door openers were handed in person to ***** who was the property manager at that time. That was then I asked if I could get into the garage to collect the last of my items which was multiple things including my Dyson vacuum. I would never have verbally mentioned to toss that or any of my items. That is a very disgusting and pathetic lie you shared to cover your mistake and the mistakes of your employees. Shame on you. You should hold yourself to a much higher professional manner and hold your employees accountable for those said mistakes rather than lying. 
  You mentioned a mailed copy of the amounts and a letters. I asked you for proof and documentation of those dates and where it was sent. I have yet to receive anything. I also never received any email about amounts. I had no issues receiving the other email so I find it strange to have one that goes over amounts missing on my end. Regardless when someone owes money and has a balance wouldn’t you send a certified letter with balance and information on where to pay etc. like every other company probably does. Odd yours never went one. 
  Also I never said I received a note on a pay cut. I told you over the phone I’m aware of how collection agency’s work. I’m fully capable of doing research and having my facts straight prior to contacting someone like you with my questions. After reading your response I highly recommend you start doing the same rather than typing out lies. 
  Now onto the threats and vulgar attitude you accused me of. Yes ***** I was rude at the end. Your leasing agent not only answered the phone immediately with name only and not the company which I had to awkwardly ask if I had the correct number. I was already on speaker which tells me you guys saw our name on caller Id and after speaking to my husband so rudely you already knew how you would speak to me. Regardless you should all pick up a phone at a business professionally. Once you were done talking you asked me if I had anything else. I said yes and asked why we had to be the ones to suffer with this all due to moving over safety issues with a felon and your leasing agent laughed. I paused and ask if she would rather laugh in my face since she felt so comfortable and confident doing it over the phone. Now I’m an adult and you should consider yourself one as well and I’m a little concerned hun you would ever consider that a threat. Shame on you. Now did I end it with a nasty name and hung up yes I did and I stand by that name and you have lived up to that expectation as well. I applaud you sweetheart. 
  I have attached screen shots of what you think you attached in your response and I’m a little concerned that someone in your position can’t even simply attach the correct document. Please see those screenshots and proof of emails on Oct 16th 2023.

  As mentioned with the debt owed. I prefer it staying right where it is. Where it stay and collect dust. If you offered to wipe it clean and offered a payment plan I would gladly and kindly deny. We owe you nothing and you and your corrupt company can get nothing from us. From what I saw and all the other complaints from past and current residents you all could care less how anyone feels living at your properties. I would highly suggest potential residents to simply look Lund up and make sure they read all about Tiburon view apartments in Bellevue NE. Very disturbing.

  I have nothing left to say and just remember hun I only come with facts I have proof on and documents to share. 
  I want nothing from you and I will continue sharing the truth about YOU and what happened. 
  

  Much love….

• Initial Complaint

  Date:09/16/2024

  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 have reached out to my property manager ( *** ****** **********) multiple times regarding concerns on our property, and more specifically the excessive water usage due to a leak in the piping or sprinkler system that she denies is happening and reassured me that the sprinklers only go off 4X a week at 6am. I have multiple emails and photos (per her request) all have which have gone unresolved and/or ignored. She treats us and talks to us like we are stupid and is extremely rude and unprofessional. Passive aggressive even. She even lied to one of her higher ups, stating she had not been able to get a hold of me regarding my concerns. I have multiple phone calls and emails where this proves simply untrue. At this point, no one wants to address my concerns and our utility bill continues to skyrocket without explanation or reimbursement. There are multiple residents who have reached out, all being brushed off. Our utility bill has gone up 8X the normal amount we each pay (dependent on unit size, and occupants) This has been occurring since July 2024 and is currently not resolved.

  

  Business Response

  Date: 09/20/2024

  Sabrina, 
  
  Thank you for reaching out. We are incredibly sorry to hear that you are not satisfied with the service you have received at our community.  We take all feedback seriously and will continue to address any concerns as they are brought to us. 
  
  We can assure you that we have reviewed the water usage and billing structure and can confirm that this is being handled in accordance with your lease agreement. During construction, and while we are in a lease up process, we do not bill back for all utilities as occupied units are minimal. This would result in extremely high amounts, as the charges would be allocated between a few. With that being said, now that we are a stabilized community, the billing has been updated to how the lease is structured, subsequently increasing your monthly utility charges. Additionally, general water expenses have increased over the last few months due to the addition of irrigation and pool needs.  
  
  It is our understanding that the site team and our Customer Care team has been in contact with you regarding these questions/concerns.  We will follow up with the site team to review communications as well.
  
  If you have any further questions, please reach out to the management team.
  
  Thank you,
  The Lund Company
  

  Customer Answer

  Date: 09/24/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Complaint: ********
  
  I am rejecting this response because for 7 months, Nov 2023 to June 2024 the entire complex as a whole had come to expect roughly the same utility bill. Then, without any warning, the bill jumps 8x what we had been paying. This was also with almost every unit being occupied. With that being said, your excuse for it being “under construction” and not back billing makes zero sense. Also, I’m happy to send the email threads I have, as well as audio recordings of the property manager lying saying ‘there were no leaks’ and ‘the sprinklers run 4x a week at 6am.’ Every photo was taken after 4p, and there’s even one where water is just shooting up from the ground piping.
  
  Sincerely,
  
  
  
  ******* *******

  

  Business Response

  Date: 10/01/2024

  ******** 
  
  

  We are sorry to hear that you are not satisfied with our response. The billing is structured as per your lease and will not be changing. If you’d like us to review your lease language with you to explain the structure, we’d be happy to do so. In addition, we do change sprinkler settings from time to time, and we also test them when needed, thus the times you see them running may vary. If/when leaks are detected, they are handled accordingly.  
  
  We do apologize if there was any confusion on how this was communicated. We have discussed this with our team to ensure that they are fully trained and understand the billing process during the lease up phase, so it’s communicated correctly.

  - The Lund Company

• Initial Complaint

  Date:08/15/2024

  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.

  Three times my bedroom has flooded from rainwater. Thor first time I heard specialists tell the property manager what needed to happen. They chose a cheaper alternative. The second time they checked the balcony. This is the third time, they are refusing to just simply transfer me to a suitable apartment without this issue. The property manager states that she can not manage the property.

  

  Business Response

  Date: 08/15/2024

  Eric, 

  Thank you for your message. Unfortunately, we are not able to locate your name in our system; therefore, we cannot look into this in more detail. Based off your address, it may look like you're residing in a community that The Lund Company does not currently manage. Can you please verify that The Lund Company manages your apartment complex? lf so, can you please verify that you are a leaseholder and provide additional information that we may be able to investigate the situation. Please feel free to reach out to us directly at ************ for assistance. 

  Thank you, 

  The Lund Company

• Initial Complaint

  Date:08/08/2024

  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.

  I applied for a property owned by this company. In the application agreement it states if your application is not approved any administrative fees would be refunded. I applied for this apartment in June and my application was denied. I have been calling and emailing because they have not refunded me the administrative fee as stated in the agreement.

  

  Business Response

  Date: 08/14/2024

  Dear *********,
  
  We apologize for the delay on your refund. We have processed your refund, and the check has been mailed and should arrive to you via USPS shortly. We appreciate you bringing this to our attention and have since provided some additional training to our property manager to ensure that this will not happen again in the future. If you need anything further, please feel free to reach out to us directly. We appreciate your patience in this matter.
  
  Sincerely, 
  The Lund Company

  Customer Answer

  Date: 08/14/2024

   
  
  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,
  
  
  
  ********* *****