Complaints

This profile includes complaints for CWS Apartments's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  CWS Apartments

  9606 N Mopac Expy Austin, TX 78759

• 

  Preserve at Ballantyne Commons

  11280 Foxhaven Dr Charlotte, NC 28277

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:07/14/2025

  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 a current tenant at ******* on Westheimer in *******, **, and Im filing this complaint due to serious safety concerns and unprofessional behavior by the property manager.A few weeks ago, my downstairs neighbor became aggressive and banged on our apartment door so violently that it felt like he was about to break it. We did not open the door out of fear. After that, he went back into his apartment and began slamming on his ceiling (our floor) so forcefully that it shook our entire unit. This was an extremely disturbing and threatening experience.The neighbor has shown signs of being confrontational and wanting trouble. He even said to my fianc, Well meet someday outside, which made us feel unsafe leaving our apartment ,especially since he lives directly below us. And thats all because I vacuumed my bedroom.I reported this to management and met with the property manager on Monday, July7, 2025. He said he would let me know by the next day whether we could move out on our lease end date (August14, 2025) or if we would be forced to stay until September5, 2025. Its been nearly a week with no response. Meanwhile, weve applied to another apartment, but we cannot proceed because were still waiting on this answer.This delay is completely unprofessional and is causing stress and uncertainty. Weve followed up multiple times, and we just want a resolution so we can move into a safe ************** asking the BBB to help push this management team to respond and allow us to move out on our original lease end date without penalty, given the unsafe conditions and the managers lack of action.

  Business Response

  Date: 07/18/2025

  Thank you for bringing your concerns to our attention.
  We understand the seriousness of the situation you described and appreciate you taking the time to share your experience. Please know that the safety of our residents is a priority, and we take all reports of disturbances seriously.
  Since the time of your initial report, we have had direct communication regarding your concerns and provided clarification on lease terms and next steps. While you are free to vacate at any time, please note that lease obligations remain in effect through the agreed-upon end date. We remain available should you have any additional questions or require further assistance.
  We are committed to maintaining a respectful and responsive living environment for all residents and will continue to support that commitment through appropriate follow-up and communication.

• Initial Complaint

  Date:07/10/2025

  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.

  Im 66 year old and move to this complex on 10/2024 I sign a lease for *********************************************************************************************************************************************** no ones being late ever for rent with them I always pay my rent on the 4 each month My check got deposited after the holidays and mix this month rent so the check rent got returned for the first time I spoke one on the staff member and told him to re deposit the check , he assured me me that it was fine he even told me to paid the next day When I got home I find this letter Between my age and type of work I do it put me on a very stress time to find an Aparment on such of short notice I dont even know if that is legal Please help

  Business Response

  Date: 07/18/2025

  Hello,
  Thank you for taking the time to share your concerns.
  We understand how upsetting the situation must have felt and want to assure you that your experience was taken seriously. Since the time of your submission, we were able to connect with you directly and speak through the issue in detail. Were glad we had the opportunity to clarify the situation and are pleased that the matter has since been resolved.
  We appreciate your willingness to have that conversation and your understanding following our discussion. Please know that we remain committed to fair and respectful communication with all residents, and we encourage you to reach out to our team directly with any future concerns.

• Initial Complaint

  Date:06/23/2025

  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.

  On May 22, 2025, I signed a lease with ******* at Westchase for Unit 1603. The unit was not what was shown or promised, it was old, dirty, infested with bugs, and even had the prior tenants nail clippings. I immediately requested a transfer and was moved to Unit 1608.Unfortunately, Unit 1608 was worse. The entire apartment had an overpowering cigarette smoke smell that lingered on my clothes and hair. The leasing office and community director admitted it hadnt been lived in for a long time and had been rushed to be move-in ready. The blinds werent replaced until after I complained. My air purifier read 386 indicating dangerously poor air quality. Even worse, the water from every faucet smelled like rotten eggs. I was told this was due to bacteria and the water not having been run in months.The community director told me I could terminate under the 30-day satisfaction guarantee, which I did. I never moved in and returned the keys on June 20, 2025. Despite this, they are trying to charge me over $1,200 in rent and prorated fees. I had already paid $1,745.79, which they are refunding by check, but expect me to use it to pay off charges for a unit I never occupied due to unsafe conditions.The property is advertised as a luxury, upscale community, this was absolutely not my experience. Im requesting to be fully released from all charges. The units were misrepresented and not fit for living.These issues should have been addressed before offering the unit. No resident should have to chase down basic livability standards in a so-called luxury property.

  Business Response

  Date: 07/02/2025

  Hello,
  Thank you for sharing your feedback regarding your living experience at our community. We are disappointed that your stay with us did not meet your expectations. Regarding your unit transfer, we refunded your charges from the original unit, but you are still responsible for the amount of time you retained possession of the keys of the second unit. We have honored the 30-day satisfaction guarantee and have released you from the lease, and once you have paid the outstanding balance, you will be released from all obligations to ***. If you have any additional questions, please do not hesitate to reach out to the onsite team directly. Thank you for your continued understanding.

  Customer Answer

  Date: 07/02/2025

  Better Business Bureau:
  
  While I strongly disagree with the justification for the charges, I have already paid the balance in full simply to be done with the situation. I do not accept the explanation, but I will not pursue this matter further.
   
  Best regards, 

  ******* Reyes 

• Initial Complaint

  Date:06/05/2025

  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 attached all supporting documentation and request for outcome I would like considered.

  Business Response

  Date: 06/12/2025

  Thank you for reaching out to us about your concern regarding your final account statement.

  
  Our records indicate that the lease was broken due to non-payment of rent. While the lease outlined charges for early termination, we waived a substantial portion of those fees. The remaining balance reflects only unpaid rent, utilities, and applicable fees incurred during your stay.

  
  At this time, we are unable to make further adjustments to this balance which has since been transferred to a third-party collections agency,***********************. We kindly ask that you contact them directly at ************** to discuss any next steps.

• Initial Complaint

  Date:06/02/2025

  Type:Order 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.

  Nature of Complaint:Charged renters insurance fee despite having continuous coverage and submitting proof.I was charged a renters insurance fee during my move-out process at Marquis * Waterview despite maintaining continuous coverage through two valid insurance policies.The issue stems from the system detecting a lapse based on the expiration of one policy and not accounting for the second, active policy. I have since submitted documentation showing that there was no gap in coverage.Additionally, during this time, my family and I were in the hospital due to the birth of our child (from ******), which delayed the immediate submission of updated documentation. Renters insurance cannot be backdated, and the existence of a second active policy during the move-out period proves there was no attempt to avoid compliance.Despite these facts, management has refused to reverse the fee, citing policy and the timing of documentation rather than acknowledging the actual coverage in place.Desired Resolution:I am requesting a full reversal of the renters insurance fee that was automatically assessed in error. I would also appreciate improved communication and policy flexibility for future residents who act in good faith to meet their lease obligations.

  Business Response

  Date: 06/10/2025

  Thank you for reaching out and sharing your concerns regarding your experience. A member of our management team will be reaching out to you directly to resolve this matter.

  Customer Answer

  Date: 06/11/2025

  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.
  
  Regards,
  
  ***** ******

• Initial Complaint

  Date:05/21/2025

  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.

  To Whom It May Concern,I was a former tenant at The ******* at **************** in *******, **, during the year 2022. In May of that year, I was involved in a dispute that resulted in court proceedings. The matter was resolved with a full payment of $17,900 made to the company on July 20, 2022, covering the past due balance in full.On May 21, 2025, I followed up on this matter after speaking with an agent named ******** the previous week. I requested documentation confirming that the balance had been settled. However, during my most recent call, I was informed by a leasing agent that the cashiers check, which had previously been submitted to leasing agent ***** ********, was never processed or properly handled.I clarified to ******** that a cashiers check was indeed provided and accepted by Ms. ********* Despite this, I was told the account had been turned over to a collections agency. I was never notifiedneither by mail nor emailthat the payment had not been processed or that the balance had been sent to collections.I currently require official documentation confirming that my balance has been paid in full, as this is impacting my ability to secure housing for my family. I have retained copies of emails and other communications with both ***** ******** and the rental assistant she involved regarding the status of the payment.This situation is causing significant disruption to my housing plans and has made the leasing process unnecessarily difficult. I am requesting immediate assistance to resolve this issue and receive the documentation I need.Thank you for your prompt attention to this matter.

  Business Response

  Date: 05/30/2025

  Hello,
  Thank you for sharing your feedback regarding your living experience. We understand that this situation has been frustrating and want to assure you that we take your concerns seriously.
  We would like to receive documentation to clarify certain details regarding your account. We encourage you to reach out to our on-site team at your earliest convenience.
  We remain committed to resolving this matter and appreciate your patience as we work toward a resolution.

• Initial Complaint

  Date:04/15/2025

  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.

  Complaint Against: CWS Apartment Homes *************** of Marq on *****) Date Issue Began: January 4, 2025 Location: Marq on ***** **************************************************** Ive been a resident of Marq on ***** since November 2023 and have been dealing with an unresolved ***** infestation in my apartment since January 2025. I have submitted multiple maintenance requests, provided photos/videos, and followed all pest control prep instructions. Despite repeated outreach, the management team has not resolved the issue, and the infestation remains active after months of treatment.When I requested to be moved into a clean unit, I was told I could not relocate until the infestation was goneeven though the current unit is not safe to live in. I have written communication that states to management that I am living in an uninhabitable apartment and need to relocate to a new unit, but management said that I must give 30-day notice to move along with a $500 transfer fee which can be started only after all roaches are gone. This is unacceptable given the circumstances.I am reaching out to corporate and Legal Aid, and am preparing to file a city code enforcement complaint. I am simply asking to be relocated into a clean, habitable one-bedroom unit at my current lease rate and without any penalty or delay. I have documented every step and am prepared to provide videos, maintenance logs, and email correspondence showing the lack of response and continued infestation.Desired Resolution:I want to be relocated into a clean, currently available one-bedroom unit at my current lease rate, with no fees or lease penalties, due to the habitability failure of my current unit as soon as possible.

  Business Response

  Date: 04/23/2025

  Thank you for providing us with feedback regarding your living experience. We understand how distressing it can be to experience pest-related issues in your home and appreciate the opportunity to respond.

  Since learning of the concerns in your apartment, our team has worked to address the situation promptly and thoroughly. We have coordinated multiple pest control treatments with our licensed vendor and most recently completed a full cleanout treatment. The professional pest control company personally inspected and treated your unit and reported no active infestation during their visit. They also shared that it is not uncommon to see sporadic activity following a cleanout, but that the treatment appeared to be taking effect. You were present during the most recent service, and we appreciate your cooperation and communication throughout the process.

  Out of an abundance of caution, we are also inspecting and treating all surrounding units (adjacent, above, and below) to ensure that any potential source of the issue is identified and treated accordingly. Our goal is to fully resolve the issue and restore comfort and peace of mind in your home.

  Regarding your request to transfer to a new apartment, we have communicated that a unit transfer is not advisable at this time. There is a significant risk of inadvertently transferring pests to a new space, which could prolong the issue and negatively impact additional units. For this reason, we are focused on resolving the concern in your current unit first.That said, we have extended the option for early lease termination now or anytime within the next three weeks should you choose to pursue alternative housing during this time.

  Please know that we are committed to maintaining a healthy and habitable living environment for all residents. We will continue working with you and our pest control partner to ensure the issue is fully resolved. If you have any additional questions or would like to discuss your options further, we encourage you to reach out to the community office directly.

  Thank you again for your patience and understanding as we work toward a resolution.

• Initial Complaint

  Date:01/31/2025

  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.

  At ******* on westheimer, a CWS apartment home, My husbands car was vandalized in the apartment and 4 tires were stolen. I asked the leasing office what security measures will be put in place to ensure the issue does not happen again and the Assistant leasing manager, *** stated that nothing can be done and thats what our insurance is for, that if we were not comfortable with the situation we should not bring our car on the property.We stated that since the apartment doesnt have any secure location to park our car(garage) we would prefer to break our lease and move out. After a lot of back and forth they gave us a form to fill that they will submit it to corporate and let us know their decision.Apartment stated that corporate refused to let us out of our lease. and even threatened to tow our vandalized car out of the apartment if we didnt fix it on time. They are simply preying on tenants. They are not sympathetic to complaints and have chosen to do nothing about the numerous insecurity issues in the apartment. I do not intend to pay the lease penalty as I have already spent so much repairing the car and experienced so much emotional trauma at the hands of the leasing associates at ******* on westheimer. They refused to give me a channel to contact their corporate office. Stating they do not know how to contact their corporate office. I no longer feel safe in this environment. I believe once this car is fixed, the perpetrators might come back a second time and would definitely succeed. I can no longer live here in fear that our car will be vandalized again.And Im reporting this because they feel confident that they can always get away with such acts.

  Business Response

  Date: 02/07/2025

  Hello,
  Thank you for contacting us regarding your experience here at *********************. Please know that the safety and security of our residents is a priority for us, and we were disappointed to hear of the inconvenience this situation has caused.
  Upon learning of the theft of your vehicles tires,our nightly patrol personnel promptly alerted you and advised contacting local law enforcement to file a report. Unfortunately, crime has no area code, and while we take proactive security measures including timed access gates, a courtesy officer, and regular patrols to enhance safety no community is immune to crime. We do not offer garages, only open or carport parking spaces, which is consistent with the offers we have available to all other residents.  
  We also strive to provide a top-notch experience for our residents throughout their entire residency, including the move-out process. Regarding your request to terminate your lease without penalty, our office carefully reviewed the situation. While we are unable to waive the lease termination fees, we offered flexibility in choosing a move-out date and a payment plan option to help ease any financial burden. Additionally, we remain open to discussing a possible on-site transfer if that would better suit your needs.
  In regard to communication with our corporate office,we sincerely apologize if there was any confusion. Our team is readily available to assist with concerns and provide contact information upon request.
  Please know that we remain committed to addressing concerns and providing a safe living environment for all residents, and we are disappointed that we could not meet your expectations in this. 

• Initial Complaint

  Date:10/23/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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 moved into the ******* at the reserve on August 13, 2024 . On September 20. My upstairs neighbors started smoking weed causing that smell to go into my apartment where I have my six month old living. I reached out to the property manager September 21 After going back-and-forth for weeks, I was allowed to transfer units After 30 days. I gave my 30 day notice and had not heard back from them. I reached back out October 22 to inquire about my new lease. It wasnt until I had already signed the lease that I was informed I needed to pay Extra $1929 in order to move after informing the property manager that I could not afford that because I was under the impression that my deposit would transfer over She stated that my current apartment Had already been leased And I had no options but to downgrade from my current unit.

• Initial Complaint

  Date:08/26/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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 signed a lease with the apartment that stated the price for tadnem parking was $75, but I was being billed $85. After talking to two people at the leasing office, they told me that they would honor the $75. I got a phone call from the community manager citing a special provision that states that if applicable single spaced parking is $135. However, this parking fee is NOT applicable to me because I am not paying for single spaced; I am paying for tandem. I contacted a lawyer who said that the lease itself states that any conflicting information, the information in the parking addendum (which is the $75) is what would ***** any other conflicting information. I have been working with this lawyer, but the community manager of the Regents West on 26th Location, ***** *****, refuses to speak to my lawyer. Moreover, the regional directors have not responded to his inquiries either. I have been talking to ***** *****, and she is highly unprofessional. She is condescending and has been dishonest through all of our communications. She is states that she is trying to be fair to all tenant, while treating me unfairly by not honoring the lease I signed.