Complaints

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

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  CAF Management

  2600 Network Blvd. Ste. 590 Frisco, TX 75034

• 

  CAF Management

  3701 N O'Connor Rd, Irving, TX 75062

• 

  CAF Management

  801 Legacy Drive Plano, TX 75023

• 

  CAF Management

  1100 Hidden Ridge Dr Irving, TX 75038

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:07/13/2025

  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.

  Always on time with rent. July rent paid partial payment. Late fee is 105 dollars.When paying balance she said it's actually $75 on the 4th and 75 every day after that. Renewed lease online but never received hard copy. Don't know if there's a clause or provision stating a late fee on lease can be changed. I'm going to see manager on July 14th 2025 to discuss.

  Business Response

  Date: 07/15/2025

  We appreciate the opportunity to respond to Mr. ******* concerns. Our team recently met with him in person, and were glad the conversation ended on a positive note. During that visit, we discussed a returned money order that had been partially applied toward June rent. It was returned due to it being endorsed on the back by the resident, and as of the time of our meeting, the issuing agency had not yet been contacted to resolve the issue. This understandably led to some confusion regarding the July payment.
  We also took time to go over the lease terms and explain how late fees are assessed. According to the lease signed on October 31, 2024, the policy includes a $75 late fee beginning on the 4th of the month, followed by $15 per day for up to ten days. This has not changed. For convenience, the lease can be accessed anytime through the resident portal under My Apartment > Documents > Other Documents, and printed copies are available in the office.
  Were always here to help and appreciate Mr. ******* willingness to meet and talk through everything directly.

• Initial Complaint

  Date:06/20/2025

  Type:Product 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 a disability patient and I receive disability due to heart and my ailment with my legs. I took two doctors statement February and may 2025. This landlord office will not move me like the doctors is requesting. These floorsnare caving in and inhave made attempts with work orders. NO help no response. All I want o do is no fall through the floor and move like the doctor is requesting for my safety. I don't want money just move. I am always paying my rent on time. I just want to move out of this unsafe place.

  Business Response

  Date: 06/25/2025

  Thank you for bringing this matter to our attention. We are aware of Ms. Jackson’s request for a first-floor unit due to her documented medical condition, and we take her concerns seriously. Our team has received the necessary paperwork from her healthcare provider supporting the need for this accommodation and has submitted it through the appropriate channels.
  
  Because Ms. Jackson is part of an affordable housing program, we are required to follow specific compliance procedures before any transfer can be approved. At this time, we are awaiting final direction from the housing authority and will proceed as soon as we receive their approval. While we understand her urgency, we are doing everything within our control to expedite the process and ensure her home environment is safe and supportive of her health needs.
  
  We remain committed to working with Ms. Jackson and the housing authority to resolve this as quickly as possible.

  Customer Answer

  Date: 06/25/2025

  I received info from yall and I don't understand when u said remedies I have been offered. I have not been offered anything. I have been told that I have 1 person ahead of me then two months later nita said give me two weeks. I even took a second doctors note to this office. I just want to move out if here. It's not safe for me or my health. Especially for me or these stairs nor these floors.

• Initial Complaint

  Date:06/04/2025

  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.

  Complete disregard of maintenance requests. Lack of resolution to broken doors at the complex. Unsafe living conditions

  Customer Answer

  Date: 06/05/2025

  CAF Management recently took over management at 2929 Wycliff, and it has been a terrible experience ever since. I have lived here for 4 years and am now considering moving out. A locked door that requires pushing a button to get into the parking garage was broken for nearly 6 weeks with 1 update from the front office within the 1st week and nothing else. Several other maintenance requests have been completely ignored for weeks and when I call or go to the front office for an update, I get a runaround answer saying that they will fix it and that they are just waiting on a part, but it never changes and the problem remains. One request involves a leak in my kitchen sink caused by the dishwasher. You would think it would be in their best interest to repair but they dont seem to care and it hasnt been addressed or resolved after multiple weeks. Additionally, there have been AC issues with the same experience. Any follow up from me is met with oh we are just waiting on parts or we will call someone to come by but they never follow up. Additionally, I was provided with a temporary fix of a window AC unit that doesnt even fit in the window by a ****** who isnt even trained in maintenance. My fiance and I never get any follow up on anything. I have to put in the effort and go out of my way to get any kind of answer on my requests, which again its always we will call someone or we are just waiting on a part with no real resolution. The CAF Management number online seems to be a dummy phone number and they wont respond to emails so I cant get any complaints past the front office. I have talked with several other tenants who feel the same way. They also dont clean up the trash at the trash chutes within the hallways of the building, making it smell terrible. Overall, there is complete negligence toward their tenants. We are about to have no AC for the summer because they wont fix it. To this day I havent had a single request resolved.

  
  

  Business Response

  Date: 06/26/2025

  Thank you for your feedback. We understand your frustration and sincerely apologize for the inconvenience and delays you experienced. Our team took your concerns seriously and worked diligently to address the issues in your unit. Since your original complaint, all reported maintenance itemsincluding the garage access door, kitchen sink leak, AC concerns, and hallway cleaningshave been resolved. Our District Maintenance Supervisor also visited your unit to confirm completion of the work.
  
  We made multiple attempts to reach you directly to ensure your satisfaction and offer further assistance, but unfortunately, we were unable to connect. That said, our goal remains to provide a high level of service and transparency, and we are continuing to strengthen communication and maintenance efforts at this community.
  
  If there are any outstanding concerns, we encourage you to reach out to us directly so we can promptly assist.

• Initial Complaint

  Date:05/07/2025

  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 was a tenant at Wray North Dallas, which is currently managed by CAF Management. I gave them notice that I would be vacating the apartment on the day my lease was up well before the 60 day deadline. The day of the final walk-through, there was an ice storm and it was not safe to drive. I called the office and was told all I needed to do was leave my key inside the apartment, which I did. I noticed months later that I was being charged a fee for missed rent and remittance. I emailed the company and reminded them what happened and they stopped responding. I discovered they had send the amount for collections, which is $4,198. This is through a company called ***********************. I never broke the terms of contract.

  Business Response

  Date: 05/08/2025

  Good afternoon, we want to first say we apologize for the discrepancies and errors.

  We have reviewed your account and made alterations deemed necessary. We have attached the refund amount and the property manager has emailed you requesting an updated address for this refund. 

  Again we want to sincerely apologize about this error we made, we have reached out to our collections agency to get this account removed as well.
  
  Please let us know if there is anything else needed to get this cleared up. 

• Initial Complaint

  Date:04/10/2025

  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.

  Tenant Facing Eviction After Medical Emergency Wray North Dallas Dear BBB / News Team / Housing Advocate,Im reaching out to share a deeply upsetting experience Ive had with Wray North Dallas Apartments, located in the ***** ZIP code, in hopes of shedding light on the lack of compassion shown to tenants during times of crisis.On March 8, 2025, I was admitted to the hospital with blood clots in my leg that later traveled to my lungs. Since then, Ive undergone three surgeries, including removal of my uterus, and have been on **** leave from work with limited income. Despite immediately informing my property manager, Shanicia, of my situation, offering full payment of rent (minus late fees), and requesting a payment plan, my requests were denied.Instead, I was served with a Notice to Vacate, and daily late fees continue to accumulate putting me at risk of homelessness while I am still recovering in the hospital.Management justified their refusal to waive fees by saying they had done so previously. However, that waiver occurred only because of an overcharge caused by their own error not due to any hardship or special accommodation on my part.I am a responsible tenant who has paid rent on time and followed all procedures. I simply needed compassion and flexibility during a medical emergency. I believe this treatment is inhumane and deserves public attention.I am asking for:A formal review of Wray North Dallas handling of this situation Removal of unjustified late fees Approval of a payment plan to allow me to get current If you need documentation of my hospital stay, surgeries, or FMLA status, I am happy to provide it.

  Business Response

  Date: 04/15/2025

  Dalicious and ****/*** team have spoken offline, we were following fair housing guidelines and treating everyone fairly. We have come to the desicion to waive Dalicious late fees once rent was paid in full for this one time case scenario. All late fees are removed and rent paid. 

  The situation was handled. 

• Initial Complaint

  Date:04/10/2025

  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.

  Had a broken dishwasher for over a month and it seems like management is giving us the run around on repairing it. We have been renting from them for 9 years with no missed payments. In fact we are good tenants that have not missed a payment for the 25 years we have been renting. We would just like to get what we paid for. This is stealing.

  Business Response

  Date: 04/11/2025

  We take resident concerns very seriously and strive to address maintenance issues as promptly as possible. In this case, our service technicians initially attempted to resolve the problem by replacing parts on the existing dryer. When those repairs proved unsuccessful, we moved forward with the process of replacing the appliance entirely.
  A new dryer has been ordered, and we are currently coordinating the installation as soon as it is delivered. We understand how frustrating delays can be and want to assure you that we are making every effort to expedite the process and restore full functionality as quickly as possible.

• Initial Complaint

  Date:04/07/2025

  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.

  When my fianc&#***; and I first inquired about leasing an apartment, we were pressured into ******* the process due to our urgent need to move. The leasing office advised me not to put myself on the lease due to my criminal history, which I found concerning but felt forced to accept under the circumstances. They assured us that we would be moving into a semi-renovated unit similar to the one they initially showed us. However, after my fianc&#***;, **** ****, was the only one allowed to sign the lease, the unit we received was completely different from what was promised. Beyond the misrepresentation, the apartment has an unbearable odor that makes it impossible to cook or eat, as well as a bathroom leak that renders the sink unusable. Despite multiple complaints, the managements only proposed solution was for us to transfer to another unitone that is more expensive, located on an upper floor despite our request for a first-floor unit, and does not meet the income requirements stated in the lease. While their policy requires tenants to earn three times the rent, they claimed the requirement for these specific units is only 2.5 times, though even under that guideline, **** does not qualify alone. This entire ordeal has placed an immense burden on us. We have experienced financial loss due to moving expenses, lost work hours, and now the prospect of having to relocate again so soon. Additionally, the stress and mental toll of dealing with this deception and unlivable environment have severely impacted our well-being. We have only lived in this unit for a week, and given these circumstances, we have no choice but to move out. Rather than escalate this further legally, we are requesting to be released from the lease without penalties and reimbursed for the moving expenses incurred due to this misrepresentation. We are willing to forfeit the money already paid, but we cannot remain in an apartment that is both unlivable and obtained under misleading circumstances.

  Business Response

  Date: 04/15/2025

  Hello,

   

  I am happy to assist with this complaint however, I cannot find **** **** in our system at any of my properties. I'm not sure this is for a CAF Management community. I did search the address provided at ********************************************************* and the property name is Peridot Residences which is not a CAF Management community. I'm so sorry I'm not able to help, if this is not correct and you in fact do live at a *** Community, please provide me the name of the Community and your apartment number and I'll be happy to assist.

  Thank you,

  ******* *******-*******

  CAF Management

  Customer Answer

  Date: 04/15/2025

  I am rejecting this response because:   This was not the correct address the address is ************************************* Dallas Tx ***** and it was CAF management and my finance **** **** DOB *********  was on a lease and the owner says *************** but I believe is also ran by CAF management.  The address they are responding to is the address of the BBB which is insane to me how does this even happen. But I would like to continue to find the true owners and resolve this I do have a pic of the lease agreement if needed. 

  Business Response

  Date: 04/16/2025

  I understand this is very frustrating and again I'm happy to assist however, the alternate address you provided still is not a *** community. If you can please provide the lease contract, that would be very helpful.

  Thank you.

• Initial Complaint

  Date:03/19/2025

  Type:Delivery 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.

  Living here has been a nightmare. The mailboxes are constantly broken into, and I cant even use my key anymore. *** filed complaints MULTIPLE TIMES for months now with the office, post office, and CAF Management, but no one responds. My birth certificate was stolen from the mailbox after getting my passport. My W2 stolen this is all of my personal information. Packages are also being stolen from doorsteps, something that never happened before this company took over.Theres mold in the units, and the tubs have chipped paint. On Christmas Eve, a man climbed onto my patio, screamed at someone inside, and shattered the window. The tenant moved out around that time, but the apartment wasnt cleaned until 3/19/2025, and the window still hasnt been fixed.Additionally, Ive been paying for a parking spot for two years. Recently, I went outside and found a sticker on my car asking me to call the office. When I called, the staff member claimed I wasnt paying for the spot. I told her its on my monthly statement, and the spot was a regular parking space until I requested it. She admitted they had a mistake in the system and said it would be fixed. But then, new tenants moved in, requested MY spot, and were charged for it. When I returned home, these tenants were waiting on the balcony, shouting at me. They came outside and told me I couldnt park there because they paid for it. This is putting me in a dangerous situationtwo people aggressively confronting me over a spot Ive been paying for for two years, all because of the office's disorganization and incompetence. Youd think that after we spoke, she wouldve called them to clear things up, she didnt. While all this was happening, I tried to explain that the office made a mistake and called so she could set things straight with them. On top of all that, my garage has been brokenit wont close, and I have to manually pull it down. The list just keeps going. I do not feel safe living here! Im considering legal counsel.

  Business Response

  Date: 07/03/2025

  Thank you for the opportunity to respond.

  
  We are truly sorry to hear that Ms. ****** had concerns during her residency. We understand how upsetting it can be to experience issues related to safety and maintenance, and we take all resident concerns seriously.

  
  Following the mailbox break-in, our on-site team promptly replaced her mailbox key. While this resolved the immediate issue, we understand that the incident impacted her sense of security. Unfortunately, mail theft has become an increasing challenge in many communities and often falls under the jurisdiction of the **************************** (****). Even so, we remain committed to supporting residents and have been actively exploring longer-term solutions in coordination with **** where possible.

  
  All other maintenance concerns mentioned including the garage door, chipped tub, and broken window have been resolved. In addition, the reserved parking error was corrected once brought to our attention. We recognize that the miscommunication created unnecessary stress and apologize for the inconvenience.

  
  While we regret that Ms. ******* experience did not reflect the standards we aim to uphold, we appreciate her feedback and remain focused on providing responsive communication for all residents.

  
  Sincerely,
  CAF Management

• Initial Complaint

  Date:02/06/2025

  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.

  I moved into Carlyle apartments at the end of October 2024 and have had issues since day 1. We have been blatantly ignored. We have sent multiple emails, phone calls, and in person visits to the leasing office. We have had a maintenance issue ongoing since the day we moved in, which they keep saying they will order the part for and then marking it complete and not ordering the part. We have another maintenance issue we have asked be fixed four times, only to get a temporary fix for it to break the next day. No solution offered. This is a tenant rights issue. There should be a timely turnaround on maintenance orders. We had our mailbox broken into and mail stolen last month. They re-keyed the mailbox no problem. No cameras to assist with police report. They have ignored my countless emails time after time. I do not fit in my parking spot next to the other assigned car. No solution was offered. I want that taken off my bill if they cannot move my parking spot. I will find elsewhere to park but should not pay for a service I am not receiving. They have refused to move my parking spot three times. They will not fix a single issue brought to their attention. The street and patio lights for multiple building have been out for two months, creating a safety issue. We have asked about them and are receiving no answers. We were promised a refund for trash services for the month of January, which we were not given. The refund was because the valet trash people had not taken our trash all month.

  Business Response

  Date: 02/07/2025

  It was a pleasure speaking with you yesterday. I just wanted to follow up and reassure you that all the items we discussed will be addressed in a timely manner. I appreciate your attention to these matters and your commitment to resolving them. Please feel free to reach out if you need any additional information or if theres anything further I can assist with.

  Customer Answer

  Date: 02/07/2025

  I have reviewed the business response and accept this resolution.

• Initial Complaint

  Date:02/06/2025

  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.

  On Saturday, January 18th I visited the ************************* (***********************************) for an apartment tour. At the time, I was looking forward to moving in because the interaction that day was positive but everything went downhill after that day. On Wednesday, January 22nd, I officially applied to the ************** Apartments. I recieved an email notification that the payment was completed on Wednesday, Janurary 22nd. I have attached a screenshot of the receipt of payment ($206) that was paid on Wednesday, Janurary 22nd. On Thursday, January 24th, I submitted my paystubs and all the remaining necessay documents. On Friday, January 25th I received a call from ******** *. (leasing professional on site) bringing awareness that I was approved but he told me that he was waiting for the managers approval to make it official and would notify me once completed. I I never recieved a notification or formal agreement of this process. I called and left a voicemail on multiple occassions (approx. 10 calls) without hearing anything back. When I called the number for the leasing office, the automated voicemail system indicated they weren't taking any calls because they were already aware of a hot water system issue. This automated response was not relevent to my questions or concerns but they automatically disregarding all people who were calling. On Monday, Feburary 3rd I visited the apartment in-person around 5:30pm to reconcile this matter by cancelling my appliciaition as the communication and customer service was exrtremely poor. The woman who was working in the leasing office at that time said the reason they did not respond to my messages was because they were dealing with a towing company service issue. This is unacceptable and does not correlate to the lack of response for those looking to be future residents. I would like a full refund for deposit because I feel like that is bad buisness and disrespectful to clients.

  Business Response

  Date: 02/19/2025

  I apologize for the lack of communication you received from the property during your application process.  We do not receive this complaint about Veridian Place, so I am unsure what happened in this case.  

  In our system, we show that your application was approved on January 30th.  If this was not communicated to you, I apologize.  Typically, an apartment community will not refund the application and administration fees to applicants that cancel after approval and acceptance of any conditions.  However, since this approval was not shared with you, we are happy to refund the $275 that you paid. Can you please give us your address so that we can mail the refund check to you? 

  Again, we apologize for the situation.  We would love to have you as a resident if you would be willing to give us another try.  I assure you that this is not the typical manner this office handles applicants and residents.  

   

  Business Response

  Date: 02/19/2025

  I apologize for the lack of communication you received from the property during your application process.  We do not receive this complaint about Veridian Place, so I am unsure what happened in this case.  

  In our system, we show that your application was approved on January 30th.  If this was not communicated to you, I apologize.  Typically, an apartment community will not refund the application and administration fees to applicants that cancel after approval and acceptance of any conditions.  However, since this approval was not shared with you, we are happy to refund the $275 that you paid. Can you please give us your address so that we can mail the refund check to you? 

  Again, we apologize for the situation.  We would love to have you as a resident if you would be willing to give us another try.  I assure you that this is not the typical manner this office handles applicants and residents.