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:08/11/2024

  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.

  This is regarding the ******************************** under the management of ValCap Group LLC. The community pool has been closed almost the entire summer. Management fails to email or notify the residents of this. Residents are having to physically go to the pool area to see if it will be open or not. The residents have tried to talk to management multiple times and there has been no resolution, and no explanation as of why it is closed. We are tired of going through the same thing over and over and since they seem not to care I have decided to formally file a complaint. They said people have been at the pool after it closes at 10pm and that they want to teach the residents a lesson. They do not event have evidence of this and they dont even know if those people are actual residents. It is ridiculous that people pay almost $1600, average, in rent and do not get to use the facilities in the complex just because the new manager seems to be in a power trip. They need to hire a security guard and allow the residents to enjoy what WE PAY FOR. Mind you, Ive been a resident for a long time and I also have friends and family that have been too and this used to never happen, not with the previous manager. So, we are frustrated, and we want a resolution to this!

  Business Response

  Date: 09/19/2024

  This check was cashed on 8/23/24 it was a remote deposit the ** ******/*****.  Please close this complaint.

   

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

  ValCap Group

  Business Response

  Date: 09/19/2024

  Please disregard wrong property

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

• Initial Complaint

  Date:08/09/2024

  Type:Billing 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 am an ex resident at **** at **** #**** ended lease in May 2024 with cleared balance all bills and fees paid. I am writing this complain in August 2024 after continuously being ignored by property manager and ValCap group for 4 months. In May Property manager tells me that they will mail me heck of $562 from my security deposit within 2 to 4 weeks. It has been over 4 months but they wont mail me my security deposit back. I have called and left messages so many times of times but they take a note of it and promise to get back to me every single time but ignore me until I call them again. I am asking for my security deposit as per the lease agreement and communicated by the manager

  Business Response

  Date: 08/27/2024

  The initial deposit refund has been cancelled because it was not received by former resident. The forwarding address was confirmed and a new check was cut and mailed off to the resident on 08/15/2024

  Customer Answer

  Date: 08/27/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:08/09/2024

  Type:Product 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 waited over 4 months to receive my security deposit back after ending my lease. They owe me $562 and acknowledge the balance but refuse send me the check.

  Business Response

  Date: 09/19/2024

  This check was deposited on 8/23/24 at *****************/*****- Please close this complaint.

   

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

  ValCap Group

   

• Initial Complaint

  Date:06/03/2024

  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.

  Im at ***************. I moved in on Jan ******************************************************************************************************* to get a trash can I was not able to use the service even with paying for it when I asked for a rebate on this fee I was refused one My balcony door did not close all the way and there was a leak on my floor I had to submit these work orders 2-3 times for any resolution as they kept being closed On 4/28 my fridge and freezer stopped working I called the emergency maintenance line as per my lease and waited 5 hours for a call back to be told somebody would be out as soon as the sun came up At this point I waited until 9 with no maintenance showing up I called the office for an ETA as I had to stay home from work to ensure this was completed as half of my food had already spoiled When I called I was informed maintenance was just leaving my apartment when nobody had shown up I then had to wait another 30 minutes for someone else to come was told this was all fixed yet my fridge continued to not work At this point I had to call back around 5 to have maintenance come and fix my fridge which had completely frozen up again On 5/22 my Ac quit working I called the emergency maintenance line and submitted a work order Maintenance did not show up until 5/24 after multiple calls and email to the leasing office advising the urgency due to several medical conditions On 5/24 the work order was closed out with my Ac still not working I then had to consistently follow up in person/email/phone with the office for 6 days my apartment was over 88 degrees with outside temps being over **************************** my apartment and was not offered any temporary resolution At this point I just need out of my lease due to the inadequate living conditions and extenuating circumstances triggering worsening medical conditions I have Svt Pots and Migraines which are heavily triggered by stress and heat and this experience has been nothing but stressful

  Customer Answer

  Date: 06/12/2024

  I would like to add that my Ac is still not working and it has been 20+ days of this now.

  Business Response

  Date: 07/03/2024

  Thank you for reaching out to the Better Business Bureau (BBB) regarding your recent lease termination at ***************. We appreciate you bringing your concerns to our attention and apologize that your experience fell short of expectations.
  We understand your desire to be released from your lease agreement after moving out early. We reviewed the situation and confirm that reletting charges were waived, demonstrating our willingness to work with you.
  Utility Billing:
  Leases typically structure utility billing based on usage. Since these charges are assessed after the resident's meter readings, they may appear after the move-out date. We encourage you to review your lease agreement for details on utility billing. If you have questions regarding the specific charges, please contact our office directly to discuss them in more detail.
  Cleaning and Damage Charges:
  As outlined in your lease agreement, residents are responsible for leaving the unit in a clean and undamaged condition. Any necessary cleaning or repairs will be deducted from the security deposit, per the terms of the lease. A detailed breakdown of these charges can be provided upon request.
  Moving Forward:
  We strive to provide all residents with a comfortable and enjoyable living experience. While we are disappointed that your time at *************** was not ideal, we value your feedback.

  Customer Answer

  Date: 07/06/2024

  I have reviewed the business response and accept this resolution.  Can you please send me an updated final account statement showing the fee to be waited? I appreciate your cooperation in this matter.

• Initial Complaint

  Date:02/20/2024

  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.

  My name is ******, Im a nurse and mother. My daughter is 9 months old. She is currently crawling around and into everything, with that being said we have complained multiple times and put in several work orders regarding our carpet. The carpet smells like cat urine in our hallway. The carpet in my daughter bedroom was just changed after complaining for two months. The urine has obviously seeped through to to other side of the wall and is into the carpet in the hall way. I have kept on putting in work orders, today I was called by the apartment manager and she stated no matter how many work orders we put in, she is doing nothing about it. My daughter was born unable to breathe, with toxins in pet urine, my daughter is unable to move freely in her own home.

  Business Response

  Date: 02/20/2024

  Good afternoon,

   The initial complaint was the bedroom carpet 1 1/2 months after moving in and there was not a move in condition report turned into the office. I have spoken with the manager, and we are scheduling for the hall carpet to be replaced. Please note that the current tenant does have a pet and any pet damage going forward will be their responsibility at move out.

   

  Thank you,

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

  Valcap Group

• Initial Complaint

  Date:08/29/2022

  Type:Customer Service 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 currently live at ******** Apartments (Dallas), and I moved in on July 7. On July 10th, I noticed a leak, and submitted a work order. From July 10 to August 19, I submitted 10 requests for this same same issue. The maintenance workers came 3 times, and said it was fixed (but never was). The leak progressed to get larger, and come from multiple points from the ceiling, and my bathroom would flood daily. The ceiling began to get cracked, and eventually, a large portion of the ceiling collapsed and fell all over my bathroom floor. Over the course of this, this greatly impacted several medical conditions I have. I suffer from migraines, and the moldy smells triggered a migraine daily. I suffer from dyspnea with asthmatic episodes as well, and being in the bathroom caused shortness of breath whenever I tried using the bathroom. On August 19, I sent a physical letter (and email) to corporate and to the leasing office that I want to terminate my lease under Texas Property Code section 92.056 due to a failure to repair. I was told a few days later that wasn't possible, and that I have to stay 60 days as required by my lease, and pay a termination fee (even though my lease the termination fee section in my lease is blank). Following that, maintenance workers came on August 25th to work on the issue. The leak appears to be fixed since then, however, there is a huge hole (about 1/3 of the bathroom ceiling) missing, which exposes the inside of the roofing, where debris is still falling and I'm still able to smell the mold and other volatile smells. This is aggravating my medical conditions I mentioned above, and still request my lease to be terminated as soon as possible without me having to pay any fees or staying the entire 60 days.
  
  In addition to this issue, I've also had my car towed the second week after I moved, because I was never given a parking permit or told anything about it at move in. The leasing office refused to pay the $191 fee I paid to get my car back.
  

  Business Response

  Date: 10/31/2022

  Business Response /* (1000, 5, 2022/08/30) */
  The tenants complaint was addressed within a week period which maintenance were sure they fixed, when we got a second request maintenance figured it was from the apartment above, we called and tried to get into the apartment but they changed the locks and didnt answer the phone. After a few day we decided to call a vendor and schedule for them to come take a look at the leak. Maintenance did not find any mold in the apartment. Vendors scheduled to come out a week later and then we had really bad rain which caused the ceiling to leak more and collapse. I sent maintenance the same to clean up any debris and then i made a call to the vendors again and they rescheduled due to many leak calls.The next day they were able to come out and repair the leak. The ceiling has to dry before we are able to put new sheetrock texture and patching.
  
  
  Consumer Response /* (3000, 7, 2022/08/31) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I've had to suffer through this so far for 49 out of 52 days of my stay at ******** Apartments. I've paid my rent in full so far, what financial compensation will ********/Valcap offer me for this? Why must I pay a large termination fee and be required to stay for 60 days if I need to terminate for a legitimate reason (that wasn't caused by me)? Is there any way to let me terminate my lease as I haven't had adequate housing as defined by the lease and the Texas Property Code?
  
  
  Business Response /* (4000, 11, 2022/09/14) */
  We understand your frustration in this matter, and it is always our intention to assure our tenants complaints are addressed quickly. Although the maintenance request has been resolved, and your rent has still not been paid for September, we will release you from your contract with no early termination fee. If you would like to turn in keys before the 60 days, we will not penalize you.
  
  
  Consumer Response /* (2000, 13, 2022/09/15) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Hi, I do accept this resolution. I will be moving out within the next 7 days, could you please remove the fees showing up on my online account please? Thanks