We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Apartments

The Lana Apartments

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Apartments.

Complaints

Customer Complaints Summary

  • 5 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:09/22/2023

    Type:Billing Issues
    Status:
    Answered
    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 tried to pay my rent in advance using the property online portal and the payment went 4 times instead of 1 payment. I had a bank balance to fullfill my monthly rent. Since 4 transactions were triggered, I dont have have enough balance in my account.I called the leasing office immediately and explained the situation. They said that they cannot do anything and they cannot cancel the extra 3 transactions and asked me to reach out to my bank.I reached out to my bank and they said that they cannot cancel 3 payments but they have to stop all the payments and they did stop the payments. My apartment charged me 200 for NSF having ***************************************************************** the first place, they asked me to reach out to my bank and stop the payments since they cannot do anything and now they are charging me 200 for the same reason. Its not a late payment or missed payment, all the payment I made was 15 days early.Can you please help me in this situation and they are claiming that I made the payment 4 times, why will I make 4 payments when I have only money for 1 transaction. At the same time they shared screenshots of timestamps when the payments are done. The whole transaction took more than 2 min and 2 of those 4 transactions are within a span of 1 sec, how can we do 2 transactions in 1 sec.

    Business Response

    Date: 10/09/2023

    We waived these fees after he spoke to the Property Manager on Sept 26th. The staff he originally spoke with does not have the ability to waive fees. 

    Business Response

    Date: 10/17/2023

    We waived these fees after he spoke to the Property Manager on Sept 26th. The staff he originally spoke with does not have the ability to waive fees. 

  • Initial Complaint

    Date:01/22/2023

    Type:Customer Service Issues
    Status:
    Unanswered
    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 December 6, 2022, I began to hear extremely loud banging sounds and screams coming from the upstairs unit, ****. I contacted the office to make a complaint the same day and was advised to send an email, but no response was received. On December 10, 2022, I made another complaint via phone and email, with no resolution given. On December 12, 2022, I contacted the office again with no response, which then led me to call the police and contact corporate. I spoke with ************ via email on December 14, 2022, where she advised me that she hoped to have the issue resolved Thursday of that week, and to continue to contact the police. On December 18, 2022, I followed up with ************ due to the issue worsening, but did not receive a response.

    January 19, 2023, I contacted the office and spoke to ******. ****** stated that she could hear the inhumane banging noise over the phone coming from **** and advise me to call the police. Today, January 20, 2023 at 9:33am, I contacted the office and the police for the same reasons and was told by ****** and management in the front office that the noise sounded like plumbing and I was not allowed to call the police anymore. I have expressed my concerns on numerous occasions regarding domestic abuse, self-inflicted harm, and the safety of the myself with no resolution. After being told I am not allowed to contact the police and not receiving assistance from the office at ******** or the corporate office, I no longer feel safe living in this community. I no longer feel safe walking in or out of my front door due to fear that the resident in **** may be passing by. I no longer feel safe taking my pet out for a walk due to the fear of encountering the resident that resides in ****.

  • Initial Complaint

    Date:08/17/2022

    Type:Product Issues
    Status:
    Answered
    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.
    Rented apartment that was infested with roaches. I was informed I will only be liable for $500 I paid $1600 plus $200 admin fee and $75 application fee.

    I only received $1100 back.
    I have called corporate , sent emails and thy dont respond. Thy have my number listed not to answer when I call.
    Please help me get the balance owed back to me that they stated in the letter I received from the corporate office.

    Business Response

    Date: 11/10/2022

    Business Response /* (1000, 10, 2022/09/20) */
    Hello,

    We will be refunding the $275 for the app and admin fee which are typically non-refundable.

    Please let us know if you have any questions.

    Thank you,
    Lana Management

  • Initial Complaint

    Date:08/08/2022

    Type:Customer Service Issues
    Status:
    Answered
    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.
    $1500

    Business Response

    Date: 11/10/2022

    Business Response /* (1000, 10, 2022/09/20) */
    We have been and will continue to monitor this situation and made contact with your surrounding neighbors. Please contact our office should this persist. Thank you for your patience and we apologize about any inconvenience.

The Lana Apartments is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.