Complaints

This profile includes complaints for W3 Luxury Living's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

W3 Luxury Living has 14 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  W3 Luxury Living

  2505 N State Hwy 360 Service Rd E STE 800 Grand Prairie, TX 75050-7838

  
• 

  W3 Luxury Living

  1890 Mercer Parkway Farmers Branch, TX 75234

  
• 

  W3 Luxury Living

  7200 Welcome Blvd Irving, TX 75017

  
• 

  The Mansions of Buda

  426 Suffield Dr Buda, TX 78610

  
• 

  W3 Luxury Living

  717 Imperial Blvd Mckinney, TX 75071

  

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:05/28/2025

  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.

  My cousin was in a lease agreement with the Mansions of ****. He passed away on April 15th, after several months in assisted living. As his POA and subsequent executrix, I was told that I I owed $7092 to finalize his obligation to them. I paid that amount on April 30th. Soon after that, I learned that according to the Texas Property Code, Section *******, his estate was only liable for 30 days rent($1800.39) as written notification of his death had been provided to them on April 17th and they had assigned a move out date of April 30th. I had been told by the complex that there was $250 of damage to the apartment. I contacted their financial person (******?) by email on May 7th, stating that the liability was legally $1800.39 and that I agreed to also pay the damage amount of $250, bringing the total to $2050.39. I requested a refund in the amount of $5041.61 and asked for a response by email within 5 business days to avoid a complaint to the BBB. On the 5th business day, I received a call from one of the leasing agents, asking for my mailing address ( which they already had) so they could mail me a refund check. I asked for the amount being refunded and was told the check was for $1900 and something. I asked her to please inform the financial person that that amount was incorrect. I further requested an accounting of how they arrived at that amount and asked to be contacted by their financial manager. Today is May 28th, and I have not been contacted, nor have I received a check in any amount.

  Customer Answer

  Date: 07/09/2025

  This complaint has been resolved to my satisfaction. 

• Initial Complaint

  Date:05/01/2025

  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.

  Subject: Formal Complaint Regarding Unprofessional Conduct and Lease Termination at Luxe Prosper I am writing to formally complain about my experience at Luxe Prosper, particularly regarding my lease termination and the unprofessional conduct of *********************** Termination and Move-Out Process:My lease ended on April 29, 2025. Having already relocated, my stepmother helped with the move, including disposing of the mattress and clearing the apartment. I received a message about a fine for not removing the mattress by 5 PM. I contacted *******, who assured me there would be no issue if it was removed by the end of the day.Minutes before closing, Mr. ****** called aggressively, demanding I return the keys by 6 PM or face legal action and police involvement.I explained I was in another state and couldnt return in person, but the apartment was cleared. Mr. ****** ignored my explanation and kept threatening me, which was distressing and unprofessional.Later, my stepmother and younger brother visited the office to return the keys. Mr. ****** refused to listen and closed the door on her, forcing us to leave the keys on the kitchen ********** Confirmation of Lease Termination:After the move-out, I received no confirmation of lease termination. I called on April 30, 2025, and Crystal confirmed I wasnt responsible for further payments, but no documentation was provided.Concerns Regarding Mattress and Additional Fines:I have video evidence showing the mattress was not in the dumpster on April 29, 2025, but reappeared on April 30, 2025. I question why it was returned.Resolution Requested:I request:A review of Mr. ******** conduct and appropriate action.Confirmation that my lease was terminated and no further charges apply.Resolution of the mattress issue, including clarification of the fine and return.I am willing to provide video evidence of Mr. ******* unprofessional behavior and threats. I look forward to your response.

  Business Response

  Date: 05/21/2025

  Thank you for sharing your concerns about your move-out experience at Luxe Prosper. We understand that the transition process can be stressful, and we regret that elements of your departure did not meet your expectations. We appreciate the opportunity to provide clarification based on our internal records and communications.
  Regarding the mattress disposal fee:
  The fee in question was assessed due to the improper disposal of a mattress left near the community compactor area. This area is not intended for large item disposal, and doing so incurs additional removal costs. While our team did offer to waive the charge if the mattress was removed before the end of the day, this was not completed, and the fee was therefore applied. We understand you have concerns about the timing, and we acknowledge receipt of your communication and video regarding the mattress. However, based on the timing of the removal and our policies, the fee remained in place.
  Regarding the return of keys and unit possession:
  We acknowledge that the keys were ultimately left inside the apartment and that the back door was left unlocked. Although this is not standard procedure, we were able to regain possession of the unit and processed your move-out accordingly. A final account statement was generated and sent to you, and we received a forwarding address to which your partial security deposit refund is being processed.
  Concerning staff interaction:
  We take allegations of unprofessional conduct seriously. Our intention during all communications is to uphold clear, respectful, and policy-driven dialogue. While we recognize there may have been tension or frustration during phone calls, our staffs role is to enforce lease terms and community policies. That said, we apologize if the tone of any interaction felt distressing.
  Final account status:
  As of now, the balance due has been paid, and a partial refund from the security deposit is being processed.
  We appreciate your prior residency at Luxe Prosper and wish you the best in your future endeavors. If you have additional documentation you would like reviewed, you are welcome to submit it directly to our office for further consideration.

• Initial Complaint

  Date:04/25/2025

  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.

  Lease ends 06/06/25 Lease states 60 day notice Renewal received 04/01/25 per lease barely within no less than 5 days. There's 1 line that says on the renewal to provide 60 day notice.I communicated with the office via these texts that I was reviewing and had no questions currently. I received an okay. Again, no text or communication don't you need to give a 60 day notice regardless of reviewing the renewal.The office knew that I originally leased this unit as a last minute resort due to my mother dying. I needed to stay in ******Unfortunately, my mother has since passed and after several days and back and forth conversations with my work. I was advised that I needed to go back to ******. So I am unable to renew my lease. I immediately sent my notice to the office advising needing to relocate. I never got a email or text confirming or advising. I received a call in the morning while working and voicemail saying call office nothing detailed. I log into my Resident Portal and I receive a $800 notice to vacate fee. Ridiculous.I called and the director manger Elle tried to lie and say it's in your lease. Nowhere in my lease does it say you with be charged or prorated a fee for the 60 day Notice it simply says I need to provide 60days. Elle said she would send me my lease. (Atrached response) She highlights and again nothing says notice fee. Per my lease it says termination fee if i end my lease early which I am not. My lease ends 06/06 that's when I move. She writes because you were 8 days short of 60 days you were charged $100 a day. That's a money grab 8 days does not make the difference of you renting the unit. I have never had issues as a resident with the office. I have paid my rent on time for the past year. 4bd rent over $3000. I have paid over $34,000 in rent to the office and for 8 days you want to charge me $800 when I communicated and stayed I was reviewing the renewal.

  Business Response

  Date: 05/19/2025

  Thank you for bringing this matter to our attention.
  We want to confirm that this issue has been addressed directly with the resident, ********************* After reviewing the details of the concern, we communicated with the resident and resolved the matter to her satisfaction. The account has been credited accordingly, and we appreciate the opportunity to clarify and address her concerns.
  At Mansions Oak Point, we value our residents and strive to ensure all lease terms and communication are handled clearly and fairly. If there are any remaining concerns or unresolved issues, we encourage Ms. ******** to reach out to us directly so we may assist further.
  

• Initial Complaint

  Date:03/17/2025

  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.

  I am writing to file a complaint against Luxe **** regarding their handling of my rental situation after the recent death of my father and my subsequent job loss.On January 12, 2025, my father passed away, necessitating my absence to manage family matters. Due to this, I lost my job in January. Just four days into this difficult month (March), I received a text message from Assistant Manager ***** **** threatening me with a notice to vacate my apartment. This response was shocking and unprofessional, given my circumstances. I immediately replied to explain my situation and provided a copy of my fathers obituary as proof, yet I received no acknowledgment or compassion from Ms. ***** As I continued to search for a new job, I received additional eviction threats. I made it clear that I did not wish to live for free and had always paid my rent on time. Despite this, I felt treated as if I were a problematic tenant. In recent weeks, I sent several emails to the property manager requesting assistance, asking for the removal of late fees, and expressing my commitment to pay as soon as I secured employment. I even inquired about an early lease termination, offering to pay a little each month until I could settle my account. Luxe **** seems more focused on financial gain than on supporting tenants during challenging times. Their lack of understanding has been disheartening. If I am placed on an eviction notice, it will severely hinder my ability to rent elsewhere in the future. I feel it is essential to share my experience to highlight the unprofessional conduct of Luxe Buda and their apparent disregard for tenants' well-being. I hope this complaint prompts a review of their practices and encourages a more supportive environment for current and future tenants.

  Business Response

  Date: 03/18/2025

  Thank you for sharing your concerns with us, and please accept our deepest condolences for your loss. We understand how difficult this time must be for you, and we truly regret that our communications have caused you additional stress. Please know that it was never our intention to make an already challenging situation worse, and we apologize for any frustration you've experienced.
  When we were made aware of the passing of your father, we took immediate steps to ensure all further communication regarding your account was handled directly by the property manager. This was done to ensure that you were given the most appropriate support during this time. At that point, we also offered to waive your late fees if your past due rent was paid by March 24th. We hope this offer reflects our intention to work with you and offer some relief during a difficult period.
  Regarding the late rent, while our policy requires us to initiate eviction proceedings after the 10th of each month, we do understand that personal circumstances can sometimes make it difficult to meet deadlines. We are always willing to discuss options like payment plans or other arrangements that could help alleviate your financial burden, and we encourage you to reach out to us if you need assistance.
  Unfortunately, as you mentioned, we are unable to waive the court costs incurred during eviction proceedings. These costs are necessary expenses for us to cover, and we hope you can understand that they are part of the process.
  We value you as a tenant, and we are committed to resolving this matter in a fair and compassionate manner. If you have any further questions or need to discuss your situation in more detail, please don't hesitate to contact us directly. We genuinely want to help you through this difficult time and find a way to resolve your account.

• Initial Complaint

  Date:10/14/2024

  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.

  My husband and I had to moved out of the apartments suddenly for work relocation at the beginning of September 2024. We understand we broke lease but are trying to pay off what we owe. We have been reaching out to get the last payment and cannot get a clear answer. Only that there system shows they are waiting on ******************* to approve. I asked what are they approving and was told, "I don't know" it is above my pay grade. When we ask to speak with a manager we get the "we will have her call you back" and then get no call back (its been a month of playing that). We just want to pay our final payment and not get the runaround of no answers and them adding a monthly fee because they are taking their time. They got notice of move out and a few weeks later said they never received the information. They didn't even try to clean the place till October. I feel they are just trying to con us by playing dumb and get even more money out of us, instead of really trying to get the ball moving. Just wanting to move on and pay the last bill.

  Business Response

  Date: 10/30/2024

  Thank you for bringing this situation to our attention. We sincerely apologize for the challenges you and your husband have faced during this transition.
  I understand the urgency in resolving your final payment and the frustrations related to communication. To clarify:
  Final Statement: Your final statement cannot be fully processed until the apartment has been evaluated for damages and any necessary repairs or cleaning are completed. After reviewing your account, we have determined that your balance due, including lease break fees, is $4,871.33. This amount reflects your current obligations based on our lease agreement.
  Payment Process: You should have received your final statement, and payment can be made via your online portal. If you have any difficulties accessing this, please let us know.
  Communication Issues: I spoke with both the manager and assistant manager regarding your concerns. They were not aware of your attempts to communicate, which is regrettable. We are committed to improving our communication processes to better serve our residents.
  If you have any further questions or need assistance, please do not hesitate to reach out to the manager directly at ****************************************************************************. 

• Initial Complaint

  Date:09/05/2024

  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 have been stuck in the elevator 5 times since I have moved in- At one point it had been down for over a month! Taking the stairs is painful at best and sometimes almost impossible as I have had multiple surgeries on both legs. Last night I came home and it was broken again! I need a permanent solution to getting the elevator fixed- calling the fire department to get me out of the elevator when I get stuck is not a permanent fix-*A huge majority of our exterior lighting on the pathways are burned out or broken- 4 out of 3 lights along the back of the property are not functioning- this is along an undeveloped area of Seabrook- Snakes, armadillos and other animals reside in that area creating a hazard for those of us that walk our dogs in the community. Over the course of 5 months I have sent in a work order in June before the storms, went into the office twice, asked a maintenance worker, called the office and attempted to reach the corporate office 12 times via phone calls and emails. We have had numerous auto thefts on property and numerous auto break-ins. Please help me to understand why management has the money to powerwash the driveways but cannot fix the lighting situation? This is a serious concern for safety. *Please replace the shrubbery. Over the past two years I have seen that when the cedar trees die that the gardeners just cut them off at the base and leave the stumps. Only on the back side of the buildings where the residents can see. *There are several areas of the fencing on the south side of the property that are not secure, rusted and broken that need to be fixed. *** These are all items that are only seen and felt by residents. Maybe that is why residents do not stay- Can you please take our safety seriously here at the Towers of Seabrook?

  Customer Answer

  Date: 09/10/2024

  This past weekend several other residents had been stuck in the elevator to the point that the fire department shut the elevator down because they had come out several times. Monday 9/9 the management company turned the elevator back on and disconnected the emergency help line. Monday night of that same day I came home around 8 PM and was stuck in the elevator for the 6th time, this time with NO EMERGENCY HELP LINE- I had to scream for help hoping someone would find me! I left a message on the answering machine at the office and it is almost 3:00 and I still have not gotten a call back from management- I am extremely frustrated and concerned with the situation- can someone please get back to me?

  Customer Answer

  Date: 11/07/2024

  I have not heard from the company however most of the lights in the community have been repaired as well as my elevator- 

• Initial Complaint

  Date:07/13/2024

  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 entered this lease based on having nobody above me. That has not been the case. Privacy violations from people in the attic above me has been an ongoing issue. The watchers follow me room to room and often are standing above my bathroom when I'm getting dressed or taking a shower. The attic has a high ceiling perfect for homeless people or perverts to hangout. Within a week of when I first got here, I have been dealing with this. People trade out sounds like a female or couple sometimes and other time sounds like a tall person walking and other time sounds like a young person. This apartment, ******* HANSEL COMMUNITY DIRECTOR/management, wants the police to handle their problem, but I'm not renting from the police. *******'s response "All matters pertaining to this issue must be handled directly with the police, as we will not be responding further on this matter."

  Business Response

  Date: 07/22/2024

  Thank you for bringing your concerns to our attention. We understand how important privacy and security are to our residents and take such matters very seriously.
  Upon receiving your email, we promptly conducted a thorough inspection of the attic above your apartment. I want to assure you that our inspection revealed no signs of anyone living or accessing the attic space. We take proactive measures to ensure the  well-being of all our residents, and any potential concerns are addressed swiftly.
  Regarding the sounds you mentioned, it's possible that they could be related to normal building noises or other environmental factors. However, we will continue to monitor the situation closely to ensure your comfort and peace of mind.
  In situations where privacy concerns persist, we always encourage residents to contact local law enforcement. As property managers, while we strive to create a place you call home, law enforcement professionals are equipped to handle matters that *** involve potential privacy violations or suspicious activities.
  Please feel free to reach out if you have any further questions or if there are additional details you would like to discuss. We are committed to addressing your concerns and ensuring that your living experience at our community is positive.

  Customer Answer

  Date: 08/12/2024

  I am NOT satisfied as there still continues to be people violating my privacy.  The stick their head in the sand fake caring or attempt to correct the problem is ongoing.  The violators trade out and have access through another entrance than the attic entrance above me.  

  Traffickers or watchers?  They ate not simply fineness people trying to get sone sleep or using it as a flop house which is disgusting enough.  

  I sincerely hope the management company gets their or their family's privacy violated and they will understand.  At this point they are aiding them.  The worst management and ownership company I have ever experienced.  Around 3:25 am in the other night I was again awaken.  

  Is there human or drug traffickers or a witches coven that uses that space?  They have a legal responsibility for a secure access.  Negligence and aiding privacy violators or traffickers is what I'm documenting so if someone wants to sue them I will have a record of my informing them to help their case.  

  If they have built a living area above me without my knowledge or approval they have not admitted such information.  I was mislead into renting this unit!

   

  No, I am not satisfied with their answer.

  This matter is unresolved and it is possible that girls or boys have been abused up there.  I have heard someone hurry out on occasion and sometimes it sounds like they are headed towards the unit behind me and other times it sounds like they head towards the unit next to me.

  Customer Answer

  Date: 08/20/2024

  Was a bribe taken from the apt complex?  I made it very clear what the problem is, the lies thar have been told and the lack of action.  **** should not be closed as resolved and future residentwnts should be warned that lies are told and the management company has FAILED TO PROVIDE A SAFE APARTMENT AND THAT IT IS NEGLIGENT AS FAR AS PRIVACY ISSUES.  I NEED THIS ESCALATED TO YOUR BOSS THAT DOES NOT TAKE KICKBACKS OR SERVE THE BUSINESS.

  Customer Answer

  Date: 08/20/2024

  Last night there were people above in what is supposed to be an attic space followed by an afternoon of some pervert or criminal sneaking around following me from the bedroom to the bathroom.  THERE IS NOT SUPPOSED TO BE ANYONE ABOVE ME.  I WAS LIED TO IN ORDER TO GET ME TO SIGN THIS LEASE.  TRAFFICKING OR ILLEGAL USE OF USING SPACE AS A FLOP HOUSE IN THE MIDDLE OF THE ****** IS NOT ONLY A FIRE HAZARD BUT A VIOLATION OF WHAT MY RIGHT FOR PRIVACY AND FRAUD ON THE PART OF THE COMPANY SAYING NOBODY WOULD BE ABOVE ME.

  Customer Answer

  Date: 08/20/2024

  Last night there were people above in what is supposed to be an attic space followed by an afternoon of some pervert or criminal sneaking around following me from the bedroom to the bathroom.  THERE IS NOT SUPPOSED TO BE ANYONE ABOVE ME.  I WAS LIED TO IN ORDER TO GET ME TO SIGN THIS LEASE.  TRAFFICKING OR ILLEGAL USE OF USING SPACE AS A FLOP HOUSE IN THE MIDDLE OF THE ****** IS NOT ONLY A FIRE HAZARD BUT A VIOLATION OF WHAT MY RIGHT FOR PRIVACY AND FRAUD ON THE PART OF THE COMPANY SAYING NOBODY WOULD BE ABOVE ME.

• Initial Complaint

  Date:07/07/2024

  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.

  Many of us, not just myself, are complaining about the management company turning off our sprinklers during the summer. This is NOT the time to do this; we want to know why. Not ONE employee will contact me or answer my questions. I want to know why you would let our bushes and yard die when you spent so much money on landscaping. Why do you think we don't deserve nice lawns when that is what we got when moving in? Saving a few dollars and ruining our neighborhood aesthetics is just dumb business practices. You do this in the front so prospective tenants get a good first impression, but that's it?!? You have allowed weeds and bugs to continue to sprawl throughout the community, and it's unacceptable for the amount of money we pay! Don't believe there are many of us upset? Take a look at ******** and *******

  Business Response

  Date: 07/22/2024

  Thank you for expressing your concerns regarding the management of our community's sprinkler system during the summer months. We appreciate your feedback and understand your frustration.
  First and foremost, we want to assure you that the decision to adjust the sprinkler schedule was made in response to water conservation efforts mandated during our current drought conditions. It is our responsibility to comply with local regulations to ensure responsible water usage for the benefit of our community and the environment.
  While we recognize the impact this may have on the appearance of our landscaping, please know that we are actively working within these restrictions to maintain the health and aesthetics of our grounds. Our team is diligently hand watering where permissible and monitoring conditions closely to maximize efficiency once watering allowances increase.
  Regarding landscaping maintenance, including weed control and pest management, these are ongoing priorities throughout the year. We have procedures in place to address these issues and will continue to implement treatments as necessary to uphold the high standards expected in our community.
  We understand your concerns about maintaining the aesthetics of our community, especially in common areas and around residences. Your feedback is invaluable as we strive to balance environmental stewardship with community satisfaction. We encourage you to reach out directly if you have specific areas of concern that you would like us to address promptly.
  Thank you for being a valued member of our community. We are committed to working together to ensure that our community remains a beautiful and enjoyable place to live for all residents.

• Initial Complaint

  Date:06/12/2024

  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.

  Basically we wanted to see how much it was to move out and they told us the amount I changed my mind. However they acted like they never saw where I said I changed my mind and was going to stay until the lease is over . So we found out we had to move by me getting a notification that someone was trying to get my lights in their name . From there we only had two weeks to move out after that which is no time for a family with a newborn . I went to the office to ask them about it and they said it was nothing they could do about it , which didnt make any sense. They also said we would have to get another lease signed and have to pay and they couldnt just move us to another apartment to finish the lease out . And now we have a balance of like ***** and some change which I feel we shouldnt have to pay , they caused emotional stress along with just the stress of uprooting my whole family . We were always on time with our monthly payments and they basically evicted us for no apparent reason.

  Business Response

  Date: 07/22/2024

        The Towers Woodland front office received an email on July 27, 2023-Tenants Notice to vacate with a move out date of September 30, 2023. At that time, we emailed that we had received your notice and included the move out procedures, as well as the move out charges related to your notice. Your lease end date was November 22, 2023. In your notice to vacate you acknowledge that you would owe a letting fee for breaking your lease and we have a call to the front office asking what the other charges on the email were and understood the fees involved. Once an apartment is placed on the market after a tenant has given notice, the apartment is eligible to be released. Your apartment was released very quickly which worked out in your favor for accelerated rent charges. The notice to vacate reason given was for a house purchase/rental with a forwarding address provided in **************. We do not have any record of you needing to cancel your notice of vacate. If you had reached out in person to cancel your notice to vacate after the apartment was released, we would have stated to you that the apartment was released due to you giving notice with an approved lease already. Unfortunately, this does happen where the apartment gets released very fast. Once your move out was completed, a final account statement was generated with the move out charges reflecting on the statement. This statement is then emailed to you to make payments on. We did not receive any payment after your move out date of 9/30/23. In January of this year a phone call was made to the front office by yourself that you would be making payment as you received your final notice before the balance was sent to collections. As of May 2024 no payment was made resulting in the account being sent to collections.

  Customer Answer

  Date: 07/22/2024

  I am rejecting this response because:   
  I can see it as clear as day if you read the email that the very next day I said I didnt want to move forward with moving out , you guys acted as if you didn't see my email and ignored it.
  

  when before I would get a response at the snap of a finger so thats why Im saying its not fair in order for me to pay anything I feel it should be split in half , if not then it just is what it is , I hate it had to end like it did I really loved staying there and I felt at peace while I stayed there , I only asked about the fees because I was curious.

  I didnt tell you guys to put it up , and y'all didnt even let us know that it was being released , not cool . We only had two weeks to get ready for a 14 hour move with our 10 month baby . 
  

  Then when asked if we could just get another apartment , the response was that we had to do the process all over again . 

• Initial Complaint

  Date:05/20/2024

  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.

  Dear BBB,RE: Luxe of McKinney My name is *** ******, I applied to a one bedroom unit with Luxe on April 27, 2024 with $65 fee.I have 2.3years of great rental history here in ***** and provided almost 1M dollar bank statements. **** still asked me to make full payment of my 7 months lease which I agreed to however till date Luxe have not reached out to me nor responded to my email. And no lease provided or any information of any sort. All effort to reach **** are all to no avail.Your help will be greatly appreciated. Please let me know if furthers details are required.Sincerely,

  Business Response

  Date: 07/22/2024

  Thank you for reaching out to us regarding your application with ****. We understand your concerns and apologize for any inconvenience caused by the delay in communication.
  Upon reviewing your application, it appears there was a requirement for upfront payment of your lease term, which you agreed to. However, since then, we have not received any further communication or payment from you. Our records indicate that we have been awaiting your response regarding the upfront payment, which is a part of our rental criteria for approval.
  We apologize if there has been any miscommunication or delay in providing you with the lease documents. Please let us know at your earliest convenience if you still intend to proceed with the lease under the agreed terms. We are committed to resolving this matter promptly and ensuring you receive the necessary information to move forward.
  Feel free to contact us directly with any additional details or questions you may have. We appreciate your patience and look forward to assisting you further.

  Customer Answer

  Date: 07/22/2024

  I am rejecting this response because:   

  As I mentioned and included in my complaint with the email sent to you that requested for lease before payment and there was no response till date

  All documentation were forwarded to TWC 

  Kindly refund my fee paid and this can be resolved

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

  #***-190

  Plano, **

  75025

   

   

  Business Response

  Date: 07/22/2024

  A lease contract cannot be generated until you have accepted the approval conditions and agreed to pay the lease in full. Once that would have been completed a lease would have been automatically generated for your review. The application fee is charged to review your application which was completed. I apologize if you feel their was miscommunication however the system generates each item as steps are completed. Your acceptance of paying your lease upfront was never completed on your part which left your application inactive. 

  Customer Answer

  Date: 07/22/2024

  I am rejecting this response because:   

  When I requested for lease, the response would been what i am now been told almost three months later after several actions

   

  I have been ignored all the while why response now...not that this was filed in May

   

  I am definitely ignored for other reasons....I was ready to make full payment as requested but all attempt to get answer were abort on your part

  All actions on your part were aligned with process of elimination which when visited your office

   

   

  Business Response

  Date: 09/12/2024

  This firm represents The Luxe of McKinney and its managing agent, W3 Luxury Living.
  
  The representations Ms. ****** made regarding the information she provided in connection with her rental application are not accurate.  She did not meet the propertys rental criteria for being approved without conditions. She was offered approval with certain conditions, which she declined to proceed with promptly, and the apartment was leased to another applicant.  However, she was invited to lease another apartment when she was ready to meet the required conditions.  Although the application fee is nonrefundable,and represents owners actual cost in screening the application, The Luxe of McKinney will contact Ms. ****** directly regarding a resolution.