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.

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  W3 Luxury Living

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

  
• 

  W3 Luxury Living

  717 Imperial Blvd Mckinney, TX 75071

  
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  The Luxe of Buda

  1664 Hillside Terrace Buda, TX 78610

  
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  The Towers Seabrook

  3300 Towers Boulevard Seabrook, TX 77586

  
• 

  W3 Luxury Living

  1890 Mercer Parkway Farmers Branch, TX 75234

  

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:03/27/2024

  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 am trying to contact W3 Luxury Living and I know that I owe $1580 and I just want to re-assure that it is the right amount and at the same time, I want to know where are these charges are coming from? because I do n it have a clue at all.I keep talking to someone but she is refusing to provide me with the data that I am asking and she keeps mentioning for about a month that there is a problem with their system and I need to get this manner resolve ASAP.

  Business Response

  Date: 04/02/2024

  Good Afternoon, Can you please provide a little more information so that I can better assist you? What community did you reside in and when?  Who were you speaking with about your account? 

  Thank you. 

  Customer Answer

  Date: 04/03/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:03/20/2024

  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.

  My family and I moved into the Grand Estates Woodlands 3/18/2019. During the duration of our lease, we had very few issues. That was until December 2019 when we received eviction paperwork from the sheriff department. I called the office to find out where this issue came from, seeing as though the office knew that my husband worked a job with a pay schedule that differentiated from our rent payment schedule and there had NEVER been a problem with them receiving payments from us as noted. That day, I went to their office with a money order for the amount PLUS their $300 filing fee. I spoke with management and let them know that I was going to send my husband back to the office and pay the lease in full and that we would NOT be renewing with them. I sent an email to their corporate office regarding the incident. My husband came the next month and paid the remainder of our lease with a cashier's check. I called to make sure that they noted that we would not be renewing and was assured that it was done. I called about the move out procedure in which we were told that we had not given them a notice to vacate. I had given 2 notices already and asked how many more they would need. They told me to send another email and to date it. Which I did. They moved our move out date and attempted to charge us for a partial month of rent. I was referred again to their corporate office. My husband works in the oilfield (**********) he came to the office to bring the keys before he left out for work, and asked if they could go ahead and do the move out inspection. He was told that he "was good". We received an invoice for the partial month, cleaning, as well as breaking the lease (for a lease that was paid in full). I called and emailed their corporate W3 Living and have never received a response. This has been ongoing since the day it hit our credit reports. I have pictures and video evidence of the move out and have asked that they review our payments and it corroborates this.

  Customer Answer

  Date: 04/10/2024

  As of 4/9/2024, W3 has reached out and corrected the discrepancy. Thank you.

   

• Initial Complaint

  Date:02/23/2024

  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.

  I received an email from the Mansions at Mercer crossing saying my ac**unt was sent to **llections. Then 7 minutes later I received my final statement. They sent my ac**unt to **llections before the even sent me the final statement. They also charged my for several items that do not exist that we did not have. Kitchen furturniture for example. We did not have kitchen furniture. They provided a move out checklist which we filed out. There was also an amount listed we had to pay which we did. Now there is a huge bill that was sent to **llections. They charged us a lease termination fee, but then also are charging for additional months rent on top of the lease termination fee. This is unethical. We moved out because we were ** tinuosly harassed by a neighbor all hours of the night to the point were the police had to be called multiple times. We ha r already paid $2066 for lease termination and our ac**unt then at 0 dollars. Now they are attempting to **llect another $4900 for false charges and additional al rent after we paid the lease termination.

  Business Response

  Date: 07/22/2024

  
  Thank you for bringing your concerns regarding your account at ******************** to our attention. We understand the importance of addressing this matter promptly and clarifying any misunderstandings.
  Upon reviewing your account, it appears there may have been confusion regarding the timeline and details of the charges applied after your move-out. Please allow us to provide clarity on the situation:
  -Account Status and Collections: As per our lease agreement, if a resident moves out without settling lease break fees, the account is subject to being sent to collections. This is in line with our standard procedures aimed at resolving outstanding balances.
  -Charges and Disputed Items: Our records indicate charges were assessed for damages and items left in the home following your departure. These charges were outlined in the final statement provided to you. Specific items such as wallpaper removal, hole repairs, furniture removal (bedroom and patio), blind replacement, and disposal of items were documented during our move-out inspection.
  -Lease Termination Fee: The initial reletting fee of $2066 was separate from the charges for damages and accelerated rent.
  -Concerns and Resolution: We acknowledge your concern regarding the additional charges and understand your frustration. However, it's important to note that these charges were assessed based on the condition of the unit and the items left behind, as outlined in our move-out checklist.
  Next Steps: We confirm that your balance has been paid in full and is reflected as such in collections. If you have any further questions or require additional clarification regarding the charges, please feel free to contact our office directly.
  We appreciate your attention to this matter and apologize for any inconvenience caused during this process. We remain committed to ensuring transparency and fairness in all our interactions with former residents.
  

  Customer Answer

  Date: 07/22/2024

  I am rejecting this response because:   

  The charges were excessive and no final statement was provided until after we received threatening emails and phone calls from collections. Terrible rental company and and even worse management. All the buildings other property are neglected and in poor shape. They all should be inspected. 

• Initial Complaint

  Date:10/16/2023

  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 live on the 5th floor of the Towers of Seabrook "luxury apartments". The building is equipped with an elevator, a needed elevator. I would not have rented here if there was no elevator. On or about September 18th the elevator broke. We are now 4 weeks into a broken elevator. The leasing office does not care that we have to walk up 98 stairs to get home every day. I have not been able to go grocery shopping, can't carry everything up all those stairs. I was told by the leasing office that the elevator was an amenity, not part of the apartment. I am ******************************************* The leasing office says they are waiting on parts, I say they are going the cheapest route. I asked for help getting things up the stairs, was told no, it was a liability.I also heard from more than one resident in the building that the elevator breaks down about every three months or so. I moved in in June of this Year.There is a parapalegic women who lives on the 4th floor, she has been trapped in her apartment for 4 weeks. I spoke with her care giver. She has missed doctor's ****************************** We cannot get groceries delivered; they won't climb the steps.I asked to have my rent reduced due to the elevator being broke for so long. I was laughed at. I would also like to add that I was trapped in the elevator the day it broke.I would just like the management to get the elevator fixed, show some compassion for the residents and possibly give us a break on our rent due to lack of services. I would never have rented an apartment on the 5th floor without an elevator.The leasing office did give a gift card for $150 to try and get groceries delivered. Monthly rent is $1717.The management company also removed my bad review from their website.

  Business Response

  Date: 10/27/2023

  *******, Thank you so much for the feedback, and we apologize for the delay of repairs with your elevator. Unfortunately, our office staff could not expedite the issue because we were waiting on parts from the elevator company. We were originally quoted a 17 week turn around time. We exhaused all of our resources but were able to get the part needed for this repair much soon and have made this repair.  Our team works very hard to make sure we deliver a great experience and will make note of this so we can improve for the future. 

  Customer Answer

  Date: 10/28/2023

  I am rejecting this response because:  I was not happy with how this was handled,  tenants were left to fend for themselves.  The elevator took just over 5 weeks to fix, way to long for the amount of rent we are paying. I was treated like I was wrong for wanting equipment fixed that, I  feel was a needed part of 5th floor living. 

  I don't need anything else from the Towers  apartments since I  am moving out at the end of November . I will not recommend anyone move here after the way this was handled.

  Business Response

  Date: 10/31/2023

  We apologize you are not happy with how this was handled.  A control board is an extrememly difficult part to locate at this time and is not something we nor any elevator company can keep in stock.  As previously mentioned we exhaused all resources to get the elevator repaired as quickly as possibly.

  Customer Answer

  Date: 11/04/2023

  I have no choice but to accept the response from the Towers apartments.  I am not satisfied that they handled this the best they could, customer service was lacking. 

  Customer Answer

  Date: 11/13/2023

  I have reviewed the business response and accept this resolution. 

  I have no choice but to accept the response from the Towers apartments.  I am not satisfied that they handled this the best they could, customer service was lacking. 

• Initial Complaint

  Date:09/20/2023

  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.

  Moved in Mansions of Prosper, a WC3 community, apartment *******************************, Mckinney ** ***** on 8.26.23, but I just noticed today, 8.11.23 that they didn't credit my 1K move-in incentive to my first month's rent I. I didn't catch it when signing, but when I realized this, I notified them via email 2 times and called on 8.11.23. Management responded that it had expired and told my realtor that no incentive was offered. We discussed the incentive three times during the tour, and I specifically asked about the "on select units" statement they had online. The leasing agent, ******* told me that I could apply the 1K to any unit of choice. So, I chose **** Bungalow due to being along the tree line, but it wasn't available until 8.26.23 for move-in, and I said I could wait, although I could move in tomorrow if needed. ******* said I could apply the 1K towards my first month's rent or spread it out over the lease; I instructed her to apply it all to the first month's rent, which they didn't do. On August 9, 2023, I wrote an email requesting them to honor their obligations and include the incentive in my lease and they did not return my email or calls. On 8.10.23 I sent another email to WC3 directly (the property management company) and through the mansion portal online. Moved in on 8.26.23 and asked again about the incentive ******* had promised I would get. She told me it would be credited to me for the second month's rent. I said thank you for updating the records. Immediately she looked up my file and noticed it was wrong and said, sorry it expired. I again reiterated that I called her and told her I was coming in for the incentive and we discussed it specifically during my tour. She said nothing and I told her at that time, this was not over. It's clear cut a bait and switch and its illegal, refer to Commerce Code *****. I want the 1K I was promised. Nowhere on the website does it state any expiration dates now or in the past.

  Business Response

  Date: 09/26/2023

  This matter has been further researched by reviewing all of the provided documentation as well as our internal notes, written and phone communication and quoted documents with both the resident and realtor. Upon doing so, we see that a realtor, ******, called our office on June 24, 2023. On this call she asked if we had any 1 or 2 bedrooms for immediate move-in.  Our agent informed the realtor that we do have 1 bedrooms for immediate but no 2 bedrooms to which ****** replied that she would be bringing someone by later that day.  On June 24, 2023 ******************************* did tour,was quoted and applied for a 1 bedroom while in the office with her realtor *************************.  We have no notes or communication that indicates discussion of rent concessions prior to or at the time of applying with either ******** or her realtor *************  The quote (attached document) that was provided to ******** on June 24, 2023 is for the desired unit and move-in date ******** selected during the tour.  This quote does not reflect any rent discount being applied to the home.  The quote does however state Free Rent on select floorplans on 13+ month lease terms, Incentives based on move-in date. The quote details Receive up to $1,000 off 1st full months rent on 1 bdrms. Receive up to $1,500 Off 1st full months rent on 4 bdrms.  Furthermore, there is a disclaimer on the quote stating Incentives are on select floorplans only.All incentives are subject to change without notice.
  
  The first mention of the incentive we have record of was on August 10, 2023.  ******** wrote our office stating I had a realtor with me who specifically stated we are here because of your move-in special...$1500 on move in and she specifically stated I could apply it to the first month s rent, and that was never applied. We responded by calling ******** on August 11, 2023 and on that call ******** stated the only reason her and her realtor came in was because of the $1500 special and was asking why it wasnt applied.Our agent informed her that the only units we offered a $1500 discount on was for 4 bedrooms and that if she qualified for any type of rent discount then it would be reflected on the quote and lease contract.  Shortly after, the realtor ****** spoke with our Assistant Manager also inquiring about the $1500 special. ****** was informed that we have no ability to manually add or remove incentives from our quotes on-site.  Therefore, if her client qualified for a rent discount it would be reflected on the quote and automatically feed onto the lease contract. While on the phone we researched the matter more and established there was a $1,000 off 1st full months rent on 1 bedrooms for move-ins by 8/24/2023 or earlier being offered at that time. However, ******** selected a home for 8/26/2023. The realtor felt we should honor it anyway and was very concerned with her client contacting her broker and getting legal involved over this matter. At no time did we state bring in your attorney and then we will discuss it. 
  
  Due to the inquiries being for the amount of $1500 (not $1000), we believed the source of confusion may have been from the promotion on our website home page that would have read Receive up to $1,500 Free Rent!Limited offer on select units. Call for Details..  That was in fact a promotion being offered at the time but did not apply to the unit type or move-in date selected by ********.  We strive to conduct business in a fair and appropriate manner in each scenario.  As such, if we identified any record of either a $1500 or $1000 incentive being offered to ********, we would honor that.  However, we are not able to substantiate any such rent discount being offered to ******** on the selected unit and move-in date both through our internal records or on the internet archives provided by *****************While we regret we did not reach the desired outcome for our resident, we are confident we were prompt and consistent in our response to this concern.

  Customer Answer

  Date: 09/30/2023

  I am rejecting this response because:   This is untrue statements. ***** was the person who took me on the tour and told me that I would qualify for the incentive when she was touring me in the golf cart! At no time would I make this up. She specifically told me I could apply my incentive to the first months rent which is why I signed the lease the same day I toured. My realtor toured with me and was there so she is a witness to the entire situation at hand. And YES, Destiny stated to bring in my attorney to discuss this further and hung up on her! I don't appreciate the lack of truth on your part and I don't appreciate being a victim of what we call "bait and switch". I have all documentation of your incentives offered on any unit via the Wayback machine because nothing disappears on the internet. The day of move in ***** said oh you will get your incentive applied on month two and then again after seeing it was not included in my lease, she retracted her statement and made up a bunch of BS telling me oh I see you don't qualify and which time I laughed and said this isn't over. It will not be over until we get in front of a judge because that is my next move. I want to ensure you do the right thing and give me what she promised and nothing less!

  Business Response

  Date: 10/12/2023

  We have done all of our due diligence in researching this matter. The legal binding contract that was signed by ****************** reflects a $0 concession amount.(See page 19 of the lease agreement provided)  We apologize that we could not come to a agreement on this matter. 

• Initial Complaint

  Date:09/17/2023

  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.

  It has been a month since I put in a work order for my dishwasher being out with no eta of repair. I just moved here in June 2023. I *** never used it so I did not know that it was not draining and did not cycle until a month ago when I reported it. I have been told after going to the office multiple times that it is a warranty issue with no eta. I also have two work orders on for my aC not functioning properly my room is like a sauna. I was asked via email could my work orders be out on pause until the dishwasher issue is resolved! Really my aC is not functioning and you ask can I pause it when there is no eta for repair for another item that is totally un related. This has to be the most unprofessional business I have ever dealt with. The manager ******* is rude and unprofessional she told me when I went to inform her about the landscaping company leaving there lawn mower parked on my drive way that they dont do that they usually leave it on the grass as of I would really make up a lie about a lawnmower. No accountability. I was not asking for them to be fired just mindful. Next time I can run it over and they can pay Porsche to repair my bumper. I expect to hear something soon regarding my AC and my dishwasher or I will proceed with legal filing l. This is ridiculous at this point. I also called the corporate office regarding these issues only to have alKatie the receptionist laughing with her co workers while on the phone taking my message! Another unprofessional employee. I still have yet to hear from anyone. They have three days to respond and Im filing suit

  Business Response

  Date: 09/20/2023

  Thank you for contacting us regarding your concern. After receiving the initial service request on Saturday, September 9th regarding your air condition not functioning properly leaving your bedroom hot, we attempted to contact you via email. We were wanting to confirm if you would like maintenance to complete the service request immediately or wait to complete at the same time that ******* enters your home. Due to past incidences of you requesting to be home anytime access is made, we wanted to ensure your request was being handled appropriately.Although the email was read, we did not receive a reply. On September 13th another ticket was opened regarding the same issue. We called again to confirm if you would like us to complete the ticket immediately or wait and you opted to wait until ******* was scheduled for September 14th. When ******* arrived, we were unable to access the home due to the privacy lock being activated. We attempted to contact you to gain access through the garage but were unsuccessful.
  ******* was rescheduled for Monday, Septmeber 18th. During this visit they replaced the water pump and maintenance attempted to address the *** They were not able to locate an issue as the air was blowing 57 degrees at  6 inches from the vent. They did adjust some of the vents to help with air flow until an air conditioning company could come to service the home.
  On September 19th you stopped into the office to notify us that the problem still existed with the dishwasher. I reached out to ******* to reopen the ticket. They initially scheduled service for September 21st but due to a part delay they called and rescheduled for Friday, September 22nd. (Both dates were communicated via email on the 19th)
  **** Air was also scheduled to service the air conditioner and complete an air balance test on Saturday, September 23rd (an email with update was sent on 20th). It is imperative that we gain access to the home on the 23rd to avoid further delay in service. We will ensure any communication is sent via email to ensure you are kept up to date with any information. 

  Customer Answer

  Date: 09/20/2023

  I am rejecting this response because:   
  

  The delays in repair has not been due to me. The ******* tech came to my home and indicated he fixed the issue to no one he just left. Now since i went into the office and indicated the issue persists. The part is on order. Again the lack of communication is un real. The day I stayed home from work based on the email I was sent saying a tech would be there on Monday then to receive an email saying it would be Wednesday just to receive a call saying someone rescheduled so the tech is here just for him to not fix the issue. The problem is there was no communication on this for three weeks! I was told by ******* that its under warranty and there is nothing she can do about it. Instead of calling ******* and following up with me. how about you address the email I sent you regarding the so called valet service and the lack of communication and professionalism. No follow up and no follow through. ******* sent me an email saying its ***** degrees in my unit. Wow thats interesting when the thermostat reads 70 so I guess that doesnt work either. I want out of this bug infested, poorly managed place. 

  Customer Answer

  Date: 09/20/2023

  Again lack of professionalism and knowledge. You did not address that it was three weeks before any communication or exchange happened after your in house staff was not able to repair. You all rescheduled and also sent a tech to home who indicated the work was done and the problem persists. You also sent some email saying a temp reading for my unit was between ***** degrees. Thats false its 70 degrees on my unit excuse the living room is 70 my bedroom is 75 or higher it seems. This is ridiculous I have lived here for less than three months and nothing g works in this bug infested place. The garage door was messed up, spiders and ants everywhere, paying for valet just to throw trash on the lawn ridiculous. Not one thing is Luxury about this place. The gate is delayed. The management is terrible and the maintenance team needs training

   

  Customer Answer

  Date: 09/20/2023

  Again lack of professionalism and knowledge. You did not address that it was three weeks before any communication or exchange happened after your in house staff was not able to repair. You all rescheduled and also sent a tech to home who indicated the work was done and the problem persists. You also sent some email saying a temp reading for my unit was between ***** degrees. Thats false its 70 degrees on my unit excuse the living room is 70 my bedroom is 75 or higher it seems. This is ridiculous I have lived here for less than three months and nothing g works in this bug infested place. The garage door was messed up, spiders and ants everywhere, paying for valet just to throw trash on the lawn ridiculous. Not one thing is Luxury about this place. The gate is delayed. The management is terrible and the maintenance team needs training

   

  Business Response

  Date: 09/27/2023

  The *********** technician was not able to access your home again on Saturday, September 23rd due to the privacy lock being engaged. You were made aware of the service schedule on Septmeber 20th and confirmed that you would be home. The service request for the dishwasher was completed today, September 26th. If you would like to chat about the concerns regarding curbside trash and pest control, we would be happy to discuss further. The valet trash is a curbside service and was explained as that. There is no trash can provided as the trash bags are ************* at the curb between 6-8pm, Sunday-Thursday evenings. The temperatures reading from the vent are between ***** degrees, this does not mean your ambient temperature would be that but is a normal reading from an air duct for a operational A/C. Due to continued denied access, we have put your service request for the ac on hold until you are ready for service. Please let the office know what day works best for you, and we can try to schedule the third party company to come during that time. 

• Initial Complaint

  Date:08/16/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a resident at The Towers Woodlands in ******, ** since Nov 2020. In June, I provided the required "Notice to Vacate" at the end of the lease agreement on Aug 14, 2023. On Aug 7th, I phoned the leasing office and spoke with ******* about the elevator being out of service for the last eight days. We discussed my approaching move out date on Aug 11th and when the elevator will be in service again. ******* advised, 2 weeks at least due to a need for approval, ordering parts and getting the repairs scheduled. I voiced concerns explaining I did not have additional monies for movers because the elevator is out during a heat wave. I explained the moving company is requesting additional monies due to the 102+ heat wave and having to manipulate elctronics, furniture and boxes down 7 flights of stairs. ******** stated she would speak with ***** the Manager and call back. Less than 30 minutes later ******** phoned and stated ***** requested I contact All My Sons Movers and obtain quotes for moving then asked that I forward the quotes to her for review stating I may need to change companies. I explained having hired a moving company that fit inside my buget and payment means. I also stated having paid a deposit to secure their services. Doing as instructed, I contacted All My Sons and explained the situation. I was provided 2 quotes. One quote was for All My Sons to complete the entire move. The second quote was for Labor Only both $209 per hour but the Labor Only includes a $209 trip charge. I sent both quotes and explained the labor only option seemed fair. On Aug 9th I emailed management asking for an update and received an email stating I would receive a $500 gift card. I quickly responded that is not acceptable. To date, I have not received any additional communication and the end of this lease is Aug 14th. I love my unit, I have never been late paying rent, even asked to stay here. But this treatment as another example of their lack of appreciation.

  Business Response

  Date: 09/28/2023

  We were aware this elevator was down and did everything we can to get this repair expedited.It does not happen often but elevators can  go down despite our best effort to service them regularly as a preventative measure. We contacted TK Elevator as soon as this elevator went down, once they evaluated the elevator,they ordered the part that was needed. We were waiting for them to have this part manufactured. TK was the original installer and are the only company that can manufacture this part. This unfortunately is  was out of our hands. We did work out an agreement with you regarding your move out  that seemed to satify both parties. If you did not feel that you were taken care of during your final move out, please contact us so that we can discuss further. 

  Customer Answer

  Date: 10/08/2023

  This response to the business response to the original complaint is filed on the 10th calendar date of having received the business response to my original complaint. Unfortunately, BBB has closed the case prior to this follow up response having been filed. 

  The leasing office manager was made aware of the concerned regarding the additional cost for moving due to the elevator being broken a full week prior to the original scheduled move date of August 11, 2023 which would have allowed my to vacate my unit by or on the August 14, 2023 date. The leasing office manager ******************* chose NOT to respond to information she requested that I provide for moving labor pricing and cost. Days after the original move date was scheduled on or about August 16, 2023 ***** called and acted surprised I had not vacated the unit.  On that day, ***** made arrangements with the moving company of her choice, for the cost of labor for moving my household items to the first floor. On or about August 19, 2023 I received an email (FIRST EVER) stating I was late paying my rent. After carefully reviewing the rental payment ledger, I noticed ***** had added additional rental fees, late charges and charges for "forced rental" insurance since my policy had canceled earlier based on my originally planned date of August 14, 2023. 

  The stress of coordinating the move, and all the details surrounding this situation was exacerbated by the new revelation of being hit with additional rental, insurance and late fees in the amount of $720.00 on August 16, 2023 the same exact day the leasing office manager moved forward with paying for the cost of labor for removing my household items to the first floor.

  Essentially, the leasing office agreed to pay for the cost of labor but charged me for having moved from the unit after I had repeatedly notified them of my lack of funds to pay the additional cost, provided them with the requested quotes for cost and made efforts to vacate the unit in a timely manner. The additional charges have not been paid as the situation which occurred was not my fault and I did EVERYHTING in my power to solve the problem and vacate the unit prior to August 14, 2023. It was the leasing office who did not respond to information they requested I obtain and provide and their moving company who ultimately showed up on a scheduled move day and left after realizing the elevator was not working then subsequently did not show up on another scheduled day. 

  Furthermore, I have NEVER been late in the 3 years I lived at this property location. 

  Their practice of adding these charges places the blame on me for not having vacated the unit by August 14, 2023. This is inconsiderate and an unfair business practice as their actions leaves a blemish on my rental history and can harm my future attempts to rent a unit elsewhere. Needless to say what this has done to my credit history. 

  I do not owe W3 any additional money as the situation was beyond my control and took days to remedy in large part due to their actions not mine. 

  Business Response

  Date: 11/02/2023

  Kapri Thunderbird gave her 60 day notice to vacate on June 1st with a move out date of August 14th. An acknowledgment of receiving notice was emailed to ***** and we confirmed her move out date with her.
  
  On July 24th ***** called the front office wanting to retract her notice to vacate and renew in the current apartment as she no longer needed to move. The front office stated the apartment was already leased to a new tenant and we cannot void a future contract. We offered her to stay if transferred to another apartment if she chose to do so but denied this option. The Towers Woodland was contacted by Kapri Thunderbird on August 7th via phone call in regards to the elevator being down and that she cant move without the elevator working. The phone call was taken by ***************************,assistant manager. ******** informed the property manager of the Kapris move out date and elevator being down. ******** let ***** know that she was unsure what could be done but if she could get pricing for how much more the move would cost given the elevator being down. At this time, It was never told to the resident she would be compensated. On August 9th the property manager,*********************, contacted the resident stating we would assist her to cover the additional cost of the move.
  
  From August 10th through the 15th, there was no communication from ***** to the front office that she would not be moving out. On August 16th the property manager called ***** due to not receiving move out keys since her move out date was set for August 14th. At that time, the property manager stated the move out date has passed and there is a new lease rented for the apartment and she had past her scheduled move out date.
  
  The property manager then proceeded to help find moving companies to service the resident since she was not moving on her own. A moving company was booked by the front office along with the moving company booked by resident to move on August 20th. The move out date was changed in the operating system of the property which autogenerated a notice of rent due since ***** did not move out on her scheduled date. The rent was paid only through August 14th.When the movers arrived to the property on August 20th ***** sent the movers away.On August 21 due to the time crunch with a move in scheduled the next day, the front office paid the additional costs to the movers booked through the resident. However, when the movers showed up to the apartment, it was not packed completely which caused the move to take the entire day. It seemed the resident was not prepared to move out of the apartment in its entirety. Due to the resident moving out 7 days past her original move out date, there was a rent balance due for occupying the apartment and failure to move out from 8/15/23-8/21/23. No late fees are reflected on the account. The resident had a large deposit on the apartment. The final account to the resident reflected the unpaid rent which was taken from the deposit first and a refund amount was issued to Kapri of the remaining funds.
  The office and staff exhausted all options to assist ******Her account with The ******************** Woodland reflects 0 late payments, 0 NSF fees, and would have positive rental history. Given the resident was issued a refund,there has been nothing reported to a credit agency to affect her credit history. 

  Customer Answer

  Date: 11/12/2023

  I am rejecting this response because:   

  The most recent response reviewed from The Towers Woodlands (***) and Community Director, ********************* stated many discrepancies as to the true events which transpired, conversations which took place and agreements surrounding move out from the unit.
  

  Fortunately, my experience(s) with *** leasing office staff and ***** provided me with the foresight to carefully maintain a diary of call logs, a detailed timeline of events as they unfolded and additional measures taken to monitor ALL telephone conversations between myself, and ALL parties involved surrounding the events which took place from Monday, August 7, 2023,until my departure on Monday, August 22, 2023.
  

  My initial BBB complaint was filed on Friday, August 11,2023 due to the lack of response to information provided after *** requested quotes re: cost for moving my household items because the building elevator was out of service and the pending end of lease agreement and move out. A timeline of events which took place from Monday, August 7, 2023, through Friday, August 11th was outlined in that complaint. However, the most recent response from *** garners a response for clarity as to what took place, when and agreements made.
  Please see screen shots captured of emails to support the correct version of events, conversations and agreements referenced for settlement of this matter by return of the security deposit for the unit which was returned to *** in pristine undamaged condition upon departure on Monday, August 22, 2023 eight (8) days behind schedule.
  

  On August 7th I placed a call to *** and spoke with ********. We discussed the elevator unit in our building not having been operational since Monday, July 31 (to my knowledge). We discussed my scheduled move out date approaching on Friday,August 11, 2023, while ******** explained the elevator would not be back in service for at least another 2 weeks at the very least. I explained not having additional monies for the movers that would be required due to the elevator unit not being in service.
  and having paid a non-refundable deposit to the moving company to secure the Friday, August 11th date.After a brief hold ******** returned to the phone stated having spoken to ********************* (*** Office Manager) and ***** requesting I obtain moving quotes from All My Sons movers and provide copies to their office for review. I complied with their request on the same day by contacting the moving company they recommended and forwarding both links for moving services to be provided.
  All My Sons provided 2 quotes.The first quote was pricing for All My Sons to complete all the work involved.This meant All My Sons would remove all my items from the unit by use of 7 flights stairs and load onto their truck for delivery to destination. The second quote was priced for All My Sons to provide Labor ONLY. In this scenario All My Sons would remove all items from the unit down to the first-floor level at which time my movers would load onto their truck for delivery to destination.
  

  On Wednesday, August 9, 2023, I emailed *** as a follow-up reminder of the pending move and inquiring as to the course of action for resolving the concerns of additional moving expenses.  I shared that All My Sons had had contacted me to schedule a moving date and my mover of choice G.A.M was currently on standby pending me having resolved the matter of the building elevator being out service having created the additional cost for moving by use of the stairway. ***** first responded, with awaiting feedback and understanding the urgency of the situation. Approximately 30 minutes later ***** emailed again stating she would be sending a $500.00 gift card to go towards my move. Within 15 minutes, I responded by questioning why the quotes had been requested if they were going to pick one. No response by way of phone or email was received from ***.
  

  August 15th call logs and the additional measures used to monitor calls prove I placed a call to *** leasing office ************** at 5:58pm returning an inbound missed call from ***. ******** stated ***** called me to inquire as to my move date. During this call I explained 1) having not received the gift card (at that time), I continued to explain that I did not have the monies to cover the additional cost of moving that was required for moving under these conditions.
  

  August 16th call logs and the additional measures used to monitor calls prove I received two (2)calls from *****. First of which occurred at 11:23AM which lasted 11 minutes 55 seconds. During which ***** seemed befuddled as to why I had not vacated the unit. I reminded her of our previous conversations and emails in which I explained not having monies to cover the additional cost for movers to use the stairway and not having received (at that time) the gift card ***** had previously promised.
  

  August 16th @ 1:28PM,I received an email from ***** stating I needed to contact ************************* w/Ameritex Movers. ***** wrote the cost of $155per hour with a $125trip charge.They (***** and ******* at Ameritex Movers had estimated the move would take 3 hours and the booking confirmation received earlier that day had been attached.
  

  On August 19th I received an email from *** Resident Portal stating I owed a payment of $676.83 and if payment was not made a $75.00 late fee would be assessed to my account. I observed several charges added to my Resident Portal account on August *******. *** management had charged a variety of fees to my lease account ledger for payment and creating late fees (of which I had NEVER incurred previously).After having a $0.00 balance on August 1st, 2023, (rent and all monies owed were paid in full for pending official end of lease date of August 14, 2023). I now owed $704.70 please any possible pending charges for late fees.
  
  Fees Totaling $704.70 Charged:
  1) Rent $665.80
  2) Property Protection Fee (forced placed insurance) $6.58
  3) PEST   $.39
  4) Parcel $.58
  5) Trash $3.48
  6) Water $27.87
  

  Prior to that day I had NEVER been late paying any amounts of rents due. Inside the length of time living at *** all monies due and owed had been paid well in advance prior to the due date. Rather than to ****** the subject at that time I thought it best to focus energies on getting moved out of the unit the following day.
  

  August 20th call logs and the additional measures used to monitor calls prove as instructed by *****, I placed call to Ameritex Movers and spoke with *******. We discussed available dates and time for Ameritex to arrive to the unit and remove my belongings from the 5th floor unit and place everything on the first-floor level for G.A.M movers (my company) to retrieve items and continue the moving process by placing items on their truck. ******* stated needing a booking fee to secure the date and time of Sunday, August 20th at 9am. I placed ******* on hold and called *** leasing office to conference ***** on the line. We completed a 3way call in which ***** stated she would provide Ameritex Movers with her card information to book the move and cost for labor on Sunday, August 20th at 9:00AM. Upon disconnecting from having scheduled the move date & time with Ameritex, I immediately phoned and text G.A.M movers to advise of now scheduled date and time with Ameritex Movers who would be completing the Labor Only portion of the move.
  

  An email, call logs and the additional measures used to monitor calls prove both moving companies hired for completion of the move scheduled for August 20th @ 9:00AM showed p that morning. Unfortunately, the 3 men who arrived from *************** quickly returned to their vehicle upon learning the elevator was out of service, stating no prior knowledge of having to use stairs for this move. *** (the office manager w/ Ameritex) further explained the job was quoted for Labor Only of a 600sf 1 bedroom unit and no prior knowledge or notes of the elevator system being out of service. *** further stated the job should have been quoted as a six (6) person crew and several more hours should have been included in the quote for having to use the stairway. The moving company I hired - G.A.M arrived as agreed. Upon learning of the *************** there for the Labor ONLY portion of the move were declining the job G.A.M completed prep work (breaking down of office desk, bookcases, wrapping of future)as I continued working phone calls between *** and *************** making serious efforts to sort out the misinformation provided and obtain an actual quote for the job at hand.
  

  At 2:32PM on August 20th,*************** was able to provide a Labor ONLY quote for a 6-person crew in the amount of $310per hour with a $125 trip charge which was forwarded to ***** for her review and handling. My hired movers G.A.M was placed on standby while *** and *************** work through cost and available dates and time for completing the Laor ONLY portion of the job under the revised quote provided.
  
  August 20th call logs @ 4:33PM and the additional measures used to monitor calls prove I received an inbound call from ******** stating she had booked the Labor ONLY move for completion by *************** for arrival first thing in the morningon Monday, August 21, 2023. I questioned several times what time is first thing in the morning?. ******** responded she was not sure, and she would find out and call back. I immediately phoned and text G.A.M movers to advised of safe and secure said date and time for coordination of the move with these two companies. G.A.M and I both agreed until further understanding we would assume first thing in the morning to mean at 9am same as what was previously arranged for this day.
  
  On Monday, August 21st G.A.M movers arrived as planed at 9am. Call logs and the additional measures used to monitor calls prove *************** was a no call no show. Upon contacting Ameritex to inquire as to their pending ETA (estimated time of arrival),I was advised that ******* in the *** leasing office had indeed spoken with them but failed to call back and actually book the move to secure the Monday,August 21st first thing in the morning date and time discussed.Ameritex offered to send movers to the area sometime later in the day as the crew that would handle this type of move was busy on a different job in *******.
  

  I immediately phoned *** to explain the situation with Ameritex and advise my movers for hire G.A.M were currently onsite waiting arrival of the Labor ONLY movers to start bringing my household items down the stairs for loading onto the G.A.M truck.
  

  I spoke with ***** advising again not having additional funds to pay G.A.M to wait around until sometime later in the day for *************** to complete their other schedule job in ******* then arrive on site to start our move. ***** agreed to allow G.A.M (my moving company for hire) to send 3 additional guys creating a 6-man crew and issue payment to G.A.M for the cost of Labor ONLY. ***** was provided the name and contact number of ***************************** ************ (owner/operator of G.A.M movers).  ***** and ****************** spoke creating their agreements of amount to be paid and work to be completed for Labor Only with a 6-man crew.
  

  ***** and *** were presented with an agreed upon quote for the scope of work they discussed 6man crew,$310per hour. On the evening of August 21st at approx. 6:30PM after completing the the movers completed the move, I received phone calls from ***************** stating having invoiced ***** for payment of the agreed scope of completed work but ***** was refusing to honor their agreement with payment for services completed nor would she accept his calls.
  

  After repeated efforts to collect having occurred over the next two weeks, ****************** was finally able to collect as agreed.
  Regarding the additional fees charged to my resident portal account and subsequently collected on by *** as owedI did EVERTHING in my power to vacate the unit as agreed. I have supporting docs that show countless efforts on my behalf to vacate in a timely manner but The Tower Woodlands lack of response, multiple failures to act, coupled with a lack of cooperation on behalf of the moving company hired by *** my slow departure was beyond my control.
  

  I had to give prior notice to various company vendors (cable, electric, renter insurance) of my intent to vacate the premises. In doing so the renters insurance policy was canceled on

  August 14, 2023,which should have been my last day in the unit had the elevator been in service.
  Given the facts provided as to the events which took place, to prevent a timely departure it is unfathomable Additionally,the unit was left spotless, without damages, dirt or debris. At time of walkout*** employees can be heard in captured video complimenting the condition and cleanliness of the unit.
  

  **** last response referenced my large security deposit seeming to imply their fairness after forcibly collecting monies then allowing me to have remained.
  

  Recognize this matter was not to my doing or cause and release the FULL number of monies owed for return of the security deposit and the last eight (8) days spent in the unit were not by my planning or design.  
  
  Supporting docs have been attached for review and refence to the events outlined.
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 11/29/2023

  I have attached a copy of your Final Move-Out Statement to confirm that there were no lates fees accessed to your account for the month of August. Towers Woodlands reflect 0 lates and NSF and you have a positive rental history. You were charged for rent through the date you turned over possession which was August 21, 2023, water, parcel,pest and trash as outlined in your lease contract. The forced placed property protection fee was charged for failure to provide proof of insurance. The signed addendum is attached as well.The deposit that you paid for your apartment home in the amount of $700 and the remote deposit of $40 for a total of $740 was applied to your balance and a refund was issued in the amount of $237.30.
  

  Due to the inconvenience of the elevator not being operatable, we covered your full moving cost of $2,121.00. 

• Initial Complaint

  Date:08/15/2023

  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.

  Repair of the garage gate. This is an immediate call to action. The gate has been broken since early July and still not fixed. Additionally we were told to register with a 3rd party not on my lease for vehicle information. ************** would patrol the property and remove unregistered vehicles; this does NOT happen unless the unregistered is in a reserved spot. Guest do not often park on the top floor. We had to do all of this registration for nothing to happen. No action and parking lot full with people who may not live there. A simple sticker in the windshield is an easy fix and must be monitored by towing company. We signed up for secure gates and parking. The floors have also been in serious decline. I literally have a dog on my camera using the floor as it's grass. Stains are not only in the hallways but also in the staircase areas. Most pressing issue is safety and parking; fix the gate and tow unregisteredon ALL floors as stated in the email. Then there must be more accountability for the floors. Lastly, people once were warned and fined for having non patio furniture on their patios. I am tired of seeing boxes, trash, and other random things on patios when it is a clear lease violation. This needs attention as well. Towers used to have staff on top of it, a few are still but others seem to have moved on or elsewhere. These items need to be resolved quickly. And tow cars that are parking across lines. windshield is an easy fix and must be monitored by towing company. We signed up for secure gates and parking.

  Business Response

  Date: 09/28/2023

  Thank you for bringing your concerns to our attention.    
  
  The Towers at Mercer Crossing along with W3 Luxury Living are aware that the controlled access gates at the parking garage entrance and exit are inoperable currently.    The repairs to the parking garage entrance and exit gates are pending, the replacement parts to arrive and to be installed from our controlled access gate vendor.     As stated in the *** Lease Paragraph 19, Resident Safety and Loss, Unless otherwise required by law, none of us, our employees, agents, or management companies are  liable to you, your guests or occupants for any damage, personal injury or loss to personal property, or loss of business or personal income, from any cause, including but not limited to: negligent or intentional acts of residents occupants, or guests; theft, burglary, assault,vandalism or other crimes; fire, flood, water leaks, rain, hail, ice, snow,smoke, lighting, wind, explosions, interruptions of utilities, pipe leaks or other occurrences unless such damage, injury or loss is caused exclusively by our negligence.  We do not warrant security of any kind.   You further acknowledge that, even if an alarm or gate amenities are provided, they are mechanical devices that can malfunction.      The projected date for the repairs to be made to the entrance and exit gate at the parking garage is currently projected for September 8, 2023. The Towers at Mercer Crossing staff are working diligently with our gate vendor to expediate this process.
  
  All residents are required to register their personal vehicles along with guest vehicles on the ************** website.    The parking garage parking is patrolled nightly by our patrol service as well the parking garage area is walking nightly by our onsite Courtesy Officer.   In the event a vehicle is parked in a reserved parking spot after office hours, ************** can be contacted by the resident and the vehicle will be towed.     On Sunday, August 13, 2023, at 3:02 pm, an email was sent by you to the Community Director regarding a vehicle that was backed into a parking spot on the third floor of parking garage which had been idling for some time.    On Tuesday, August 15, 2023, at 1:01 pm, the Community Director, *************************,responded to your email stating she was on vacation and returned on Tuesday,August 15, 2023.   ******* personally walked to the parking garage area to locate this vehicle on Tuesday, August 15,2023.    If you experience an issue in the parking garage, please contact the leasing office at ************ during normal business hours, if you experience an issue in the parking garage after normal business hours, please contact the leasing office at ************ and press the options for the Courtesy Officer. The Courtesy Officer will respond to you in a timely manner.
  
  The staff at the Towers at Mercer Crossing strive to maintain the community and always exceed resident(s) expectations.      A work order has been placed on August 16, 2023, to have the hallways in your building #7 along with the stairs in your building walked by maintenance and to have the carpets cleaned in the hallways and staircases in Building #7.    
  
  The staff at the Towers at Mercer Crossing do walk the community daily and conduct weekly patio inspections to ensure all patios and balconies follow the W3 Luxury Living Resident Handbook Policies.   The staff will personally walk the patios and balconies in Building #7 to ensure patios and balconies comply.    
  
  We look forward to exceeding your expectations in the future and look forward to addressing your concerns. 

• Initial Complaint

  Date:06/25/2023

  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.

  The **** of Prosper (**** *********, McKinney, ** *****) is seeking approximately $31,000 for canceling my acknowledgment agreement more than 78 days PRIOR to my move-in date and without fulfilling certain contractual and financial obligations, such as putting down a security deposit or administrative fees as required by ***** law for an executed agreement (PROP ******). I was previously told by staff that I'd only lose the application fee as long as I provided at least 60 days' notice before move-in, but it was my mistake for not receiving that in writing.Highlighting concerns about the timing of their response, which was received outside regular office hours on a Friday night, I found their demand for immediate payment within 24 hours or reconsideration of my decision to be predatory and deceptive. I firmly believe that their proposal for an installment plan at $5k/month until all $31k was paid is extremely unfair. In light of these circumstances, I pointed out that their actions are in violation of the ***** Property Code - PROP ****** which states "a landlord who receives a security deposit or rent prepayment from a tenant who fails to occupy the lot according to a lease agreement between the landlord and the tenant may not retain the security deposit or rent prepayment other than an amount agreed to in the lease agreement as a lease cancellation fee". Given that this is $0 on my acknowledgment agreement, I sincerely believe I've provided sufficient notice and do not owe $31k for a place I gave 78 days' notice BEFORE move-in.Please see my response to the emails provided. My ideal resolution includes immediate cancelation of our written acknowledgment and cancelation of any further action as I have provided sufficient notice of termination within the bounds of our acknowledgment agreement and have acted in good faith as required by ** law.Thank you!

  Business Response

  Date: 07/20/2023

  Thank you for contacting us.As you are aware by attaching a copy of your contract to your statement, the contract is a legally binding contract that was executed by both parties. When a lease is cancelled rent is automatically accelerated and is revised once the home is released. The original statement you received shows the rent being accelerated.The apartment has been released prior to your original move in date which means that you are not charged any accelerated rent and all of that has been credited back. At this time a new statement should have been sent to you reflecting that.It will show a balance due of $1572.05 which includes the reletting fee and your administration fee. Please let me know if you have additional questions. 

  Customer Answer

  Date: 07/20/2023

  I am rejecting this response because:   this does not comply with *********** Law. I highly recommend utilizing the *************************** website (link below) which states under "renters - Lease Termination": Quote "If you sign a lease but dont move into the rental unit by the lease (move-in) date, the owner must return your security deposit or rent prepayment if either you or the owner find a replacement resident who is satisfactory to the owner, and if the replacement resident moves into the dwelling on or before the lease commencement date. Sometimes in these types of situations, the owner may find someone else who is willing to move in before the original lease start date.  In such cases, the owner may retain or deduct from the security deposit or rent prepayment: (1) a sum agreed to in the lease as a lease cancellation fee; or (2) the actual expenses (including time) incurred by the owner in securing the replacement."

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

  Key words here are **** deduct from the security deposit or rent prepayment", which was not collected and box J clearly states there is zero early termination fee. Additionally according to the paperwork you attached, the Reletting charge can only be applied during the lease terms, which in box B states as 08/31/2023. 

  I have diligently followed ***** law and will be perusing all legal options available if The Luxe of Prosper - and by extension W3 Luxury Living - further violates my rights by attempting to collect on this outrageous scam.

  Business Response

  Date: 09/12/2023

  The lease agreement that was previously attached is exactly how your final move out statement was completed. The revised statement shows that only the reletting fee is currently due as the apartment has been re-rented and all acelerated rent has been revised. Per the lease agreement signed by all parties " Reletting charge. You'll be liable for a reletting charge as listed in lease details, (not to exceed 85% of the highest monthly Rent during the lease term) if you: (A) Fail to move in. " Please reference paragraph 7.1. The statement provided is the final statement and all charges are valid.  

   

• Initial Complaint

  Date:05/15/2023

  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 moved out of my apartment with Lux Mercer Crossing on 4/06/2023. I have a email from ***** at management stating that I was moving out on 4/06/2023 to accomidate a new resident moving in and it specified in the email that I was not breaking my lease or subject to any fees associated with a lease break. At the time I left, I had not anticipated moving out as early as I did, so I had already paid a portion of my rent forward- over 1000$ (not including any deposits or fees from my movein). I asked if the paid forward rent would be refunded to me, but was told per their policy they would keep the extra rent and refund it to me after duducting the final costs (repairs, water, ect.)I called on 4/15 and spoke with *****- I relayed this information listed above and asked about the itemized list of repairs/costs for the end of my lease. She informed me that she saw everything in the notes, but that the list wasn't finilized yet. ***** assured me I would receive that information within the week.I heard nothing back, so I called again on 4/15. I spoke with *****, who informed me I had broken my lease, and I owed over 300$ in repair fees. She was unapologetic, and asked if I had email proof. I forwarded the email I had received from *****, and only then did she drop the attitude and speak to me like I was a person instead of a problem. I asked to speak to *****, and was given the run around. She told me she would resubmit this information and I would receive a check for about 800$ in the mail. It is now 5/08/2023- well over a month since I moved out (my new mailing address was provided BEFORE my moveout date on 4/06 as well as again provided at moveout on 4/06), and they have yet to mail or finalize my refund. ***** is still, weeks later, unresponsive and unavailable. I have received no contact that I didnt initiate myself. I have been told it will be an additional 2-3 weeks. At this point, I'm being robbed. ***** law states landlords have 30 days to refund.

  Business Response

  Date: 05/24/2023

  Thank you for contacting us regarding your move out at The Luxe.Your original move out date was May 06, 2023, when providing written notice you stated you were moving out sooner but wanted to respect the lease contract. We reached out to see if you would be able to accommodate an earlier move out as we had someone that wanted to move in sooner. We received an email me on March 30th to reflecting the conversation via phone, and ***** responded on March 31st stating that the lease break fees will not be charged due to accommodating for an early move out, thanking them for accommodating for a future resident.
  

  At the time of move out and the statement was completed by ***********************,assistant manager, while she was fully transitioning to returning to the Luxe.  The termination fee and accelerated rent were charged on the original FMO as ****** closed out FMO per policy, then later were corrected per conversation the conversation with *****. On April 25th ****** emailed the resident and provided clarity on your concerns, removed the termination fee, and accelerated rent. We have expressed our apologies for the accidental charge of termination fee and accelerated rent which was immediately corrected.
  
  The final statement, was emailed by ****** to resident reflecting the refund amount to be expected. During the process, ********* had reached out to ****** to state the address provided was incorrect. Once corrected we had submitted for payment and check was cut by May 8th,  We apologize for the confusion during this process. 

  Customer Answer

  Date: 05/25/2023

  I have reviewed the business response and accept this resolution. 

  I have received the portion of rent this business attempted to withhold from me, and that resolves my concern.