Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/11/2025

  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.

  I came in to Reserve at *********** Apartments inquiring about an apartment. I spoke with ******** ***** about an apartment. I was told there was a $75 application fee which I agreed to pay. I did the application so my background could be checked for approval. However, it took longer than expected so I went to have my own back done by Clayton County. I was given a possible move in date once approved. Once I was approved I was told that I could with either pay $200 or $1500 deposit. I was also told that the administration fee was waived because of a special they had during that time. I was never told of I did an application and approved I would have to pay a $200 admin fee. I informed ******** ***** that I was also selling my home so this would all be contingent on the sale and closing going through. I called the office on Friday to inform ******* I would not be able to move because the people who were buying my home did not go through. What Im confused about is how they are charging me $200 admin when this fee was suppose to be waived because of a running special. Also, I was never informed before feeling out my application that I would be required to pay an admin fee. I was only told I would have to pay a $75 application fee which I did. I would have never committed to paying $200 admin or filling out the application because my current house hadnt gone through the closing process. I have filled out several applications at other apartment locations just to be approved and I was never told I had to pay a $200 admin fee. The notification I received reads as them doing a walk through and move out. I was not giving all the information before filling out an application. This is something I wouldnt have agreed to because this was contingent on my house making it pass the closing stage. Also the bill reads as if I moved out when I never moved in. I should have been told all information before filling out an application. I wouldnt have never proceeded had I known

  Business Response

  Date: 06/26/2025

  Please see attached document.

  Customer Answer

  Date: 07/01/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  Once again, I was not made aware before doing the application that I would have to pay a $200 fee BEFORE doing my application. This information was not disclosed BEFORE doing my application. I have a house and I told them if my house was not sold I would not be able to move. I will not be paying $200 and I will dispute anything added to my credit
  
   
  

  Business Response

  Date: 07/09/2025

  Our initial response still stands.

• Initial Complaint

  Date:05/20/2025

  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.

  ******** *****, **** and ***** ******* are former tenants of a residential community managed by Dayrise. Although fulfilling our contract on 11 April, after departing we received a final account statement containing unsubstantiated fees, double billing of utilities dating back to February, and a reletting fee for nearly one month's rent. The manager at the residential complex is refusing to speak with us or to provide photos and invoices to back up her charges. Instead, she passed the case to Dayrise. Despite multiple attempts to contact ****** *********, her regional manager, with no response, we are elevating to senior Dayrise Residential management located at **************************************. Please note that Dayrise provides no contact information on their website. I had to go to a third party site to "request" the needed contact information. We continue to get the run-around or no reply from all parties involved. This is an extremely shady company. It does not appear to be just a couple of unethical managers, but rather a top-down problem.

  Business Response

  Date: 06/10/2025

  BBB Case # ******** - Dayrise Residential, LLC

  Please note that the original request from the resident was to extend their agreed move-out date as a courtesy for air conditioning repairs at no cost. Because we are obligated to follow the terms and conditions of the rental agreement, the following is our response to this claim: 

   

  *** style="margin-left: 0in;">Dayrise immediately ordered the parts necessary for the air conditioning repairs and provided the residents with a portable AC unit.  This is standard procedure if an AC Unit cannot be repaired immediately. ************ *** style="margin-left: 0in;">The community manager let the residents know that while they could extend their move-out date, they would be billed for those dates, which is the reason for the reletting charge on the attached FSA.  The Resident did not move out on their assigned move-out date, and we are required to follow the lease and its terms and conditions for all tenants. ************ *** style="margin-left: 0in;">Also attached are photographs of the unit showing it exactly as the residents left it, supporting the charges for cleaning and repairs required to make the unit rentable.************ *** style="margin-left: 0in;">The residents did have a service animal in their apartment and as regulated by the current rules and regulations they were never charged a pet deposit; however, they are charged the allowed pet treatment as part of the cleaning and preparation for making the unit ready for the next tenant which applies to all pet owners regardless of protected class. ************

   

  Dayrise adheres to the Texas Lease Law; therefore, these charges will remain in place. Please let us know if an additional response is required.

   

  Customer Answer

  Date: 06/25/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  

  We had every intent to pay the last month of utilities and the three days rent, despite having no HVAC for the last week of our stay, but we're locked out of the portal where payments were submitted. Double billing of utilities, trumped up cleaning charges, and reletting fees after having successfully completed our lease are not reasonable and we intend to fight those fees. Please see below photos of the mold issues that went unaddressed during our 9-year tenancy. You can literally see the mold growing out of the outlet and weaving it's way through the carpet. Management admitted that carpet should be replaced every five years, but failed to replace carpeting in this unit during the duration of our nearly 10-year stay. Bathroom tiles were separating from the wall due to the mold growing from behind them. This place was uninhabitable. Why are they allowed to charge for anyone to live in these conditions?

  
  Due to extensive mold and, I am sure mold spores in the air, we lost both of our emotional support animals from respiratory distress. The first one died three months before our departure and the second died the month of our departure. Our animals suffered with hacking coughs, seizires, vomiting, and other respiratory maladies for a solid year before being taken from us. Everyone living there developed mold-related medical issues, from severe coughing and coughing fits while in the apartment, blood clots, and abnormal bloodwork indicative of mold exposure.

   

   The property manager showed no empathy or concern over such horrendous living conditions, flatly denying that there was mold despite all the evidence. In fact, after having notified the housing inspector, she began retaliation efforts after our departure, as noted in the final account statement. ********************** is not communicating with us. They are so accustomed to getting away with this behavior (it's obvious that we are not their first victims) because they have never been held accountable, so they continue to overcharge departing tenants. This is abominable behavior! I would advise anyone considering moving to ********** to look elsewhere. 

   

  
  
  
  

  
  

  Business Response

  Date: 07/02/2025

  Please see attached document.

• Initial Complaint

  Date:05/19/2025

  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'm resident at **** at **********, managed by Dayrise Residential, LLC. While Ive had positive experiences with leasing agent ****, the overall handling of my concerns has been dismissive and inconsistent. I was told I could request to be released from my lease with no penalties due to ongoing pest issues and maintenance delays. I formally submitted that request on April 22, 2025, and reiterated it in several follow-up emailsnone of which have received a written response. Although, I first reported sight of the bugs in my bed and on my walls on March 27th.I was given ****** Naumanns contact as regional manager on May 7, but today (May 19), property manager ********* ****** stated that ****** is no longer the regional and that a new manager transitioned in late last week. ********* also told me my lease release request was denied by regional management, yet I have received no communicationverbal or writtenfrom regional at all that aligns with what ********* is telling me.********* confirmed she received my email on May 14 about my A/C being out during 95+ weather, but it remains unrepaired as of May 19th. She claimed she forwarded the email to **** and maintenance, but **** said he wasnt told anything, despite being ccd on the same email that was sent to *********. ********* also told me today my apartment was bombed for pests after previously saying it wasnt, even though **** called me and told me my apartment did not need to be bombed and that pest control would check moisture.I feel Im being misled, ignored, and treated unfairly. My request to break my lease due to habitability concerns is being denied without formal explanation or a clear explanation of what long term treatments have been done. This experience has caused me distress and a loss of trust in management.Desired Resolution:A written, penalty-free lease release effective May 26, 2025. I also request better transparency and accountability from both on-site and regional management.

  Business Response

  Date: 06/04/2025

  Please see attached document.

• Initial Complaint

  Date:05/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a tenant at ******************* in *******, ***** and am reporting serious negligence by both the property owner and current property management company (in place since December 2024). My assigned storage unit was broken into, and I later discovered multiple other storage units had also been compromised, some repeatedly.I immediately filed a police report with *** and notified management via in-person visit and email beginning Sunday, May 11th, with no response or follow-up from staff. As of today, May 14th, management has not communicated with me or other residents about the break-ins, made no repairs, and has left visibly unsecured units exposed.Only one of approximately 39 units has any additional security measures, showing that the risk is known but unaddressed. I was never given a formal storage unit lease addendum, despite receiving a key and signing a piece of paper with a photocopied key, which adds to the lack of ***************** part of this complaint, I am also formally requesting that a latch guard plate cover be installed on my assigned storage unit to reduce the risk of future break-ins. This is a basic and reasonable step given the circumstances and prior security *********** seeking an investigation into this failure to act, lack of communication, and disregard for tenant safety. This is not just a matter of property lossit reflects a broader pattern of neglect that leaves tenants vulnerable and without meaningful recourse.

  Business Response

  Date: 05/28/2025

  On 5/12/2025, Ms. ******* visited the Leasing Office to discuss a concern referenced in an email she had
  sent. Our Leasing Manager tried to assist her during this visit; however, Ms. ******* became upset and
  chose to leave before the matter could be resolved.
  Ms. ******* returned to the office the next day, but the Community Manager was unavailable at the
  time of her visit. Following that, management reached out to her directly. During this conversation, Ms.
  ******* expressed her intention to file a formal complaint and indicated she would speak with us further
  at a later time.
  It is important to note that Ms. ******* was the only resident to report vandalism to her storage unit.

  Upon inspection, no other storage units appeared to have been damaged or tampered with. In response to her concern, management promptly ordered and installed a steel latch shield on her storage unit to enhance its security.

  We remain committed to maintaining a safe and respectful community and are available to further discuss any concerns Ms. ******* may have.
  

  Thank you,
  TATE TANGLEWOOD

• Initial Complaint

  Date:05/08/2025

  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.

  I lived at ************** from October 2022 to October of 2023. I effectively put in my 60 day notification of moving out, it was accepted. Once move out was approaching, there was an incorrect balance listed on my account with a 3 day notice of eviction 10 days after my rent was paid (9/13/23) for the month of September. Within the notice, it had my apartment number but an incorrect name and rent amount ($1,967.63), reflecting that it was meant for another unit. I notified the company, they were supposed to fix it. On 10/2/23, a new notice was sent with an increased amount ($3,634.39) stating that the rent was returned for ***, but I have the confirmation notification from **************, as well as bank statements confirming that the money was taken and not returned. Now, I am attempting to reach out to the staff to have this problem resolved, I have called the office for three days and left two voice messages, as well as a message on their website. Nobody has reached out in response and this mistake is now preventing me from moving.

  Business Response

  Date: 05/21/2025

  Please see attached document.

• Initial Complaint

  Date:05/06/2025

  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.

  On Tuesday, April 15, 2025, around 12:00 PM, involving your failure to properly notify me of an entry by third-party contractors into my home.On Friday, April 11, I spoke with the front office by phone inquiring about scheduling ***airs, I was told a *** from the construction company would follow up, but I was not given any definitive date or time for access.On April 15, I received one missed call at 10:00 AM from the front office with no voicemail, and no follow-up communication or confirmation about any entry into my unit. A short time later, while I was napping with my young son, I was startled awake when two unknown men entered my apartment without any prior warning, knock, or announcement. At the time, I was wearing only a t-shirt and underwear and was clearly not dressed to receive visitors. This experience left me exposed, and deeply disturbed. The fact that these men were not identified, nor their company disclosed in prior communications, only added to the trauma of being intruded upon in such an intimate and vulnerable state.Please note that Texas Property Code ******* clearly requires landlords or their agents to give reasonable written notice (generally 24 hours) before entering a tenants dwelling, except in cases of emergency. No such notice was given, and there was no emergency present. This makes the entry not only a violation of my tenant rights, but also a personal violation of my bodily privacy and peace of mind. This situation is unacceptable, and a simple verbal apology does not adequately address the emotional or legal gravity of what occurred. I am therefore formally requesting A written apology acknowledging that proper protocol was not followed. A rent concession or full rent waiver for the month of April as compensation for this incident and the distress it has caused.I am confident that we can resolve this without escalation, but I do expect your office to take this incident seriously and respond promptly with an appropriate solution.

  Business Response

  Date: 05/12/2025

  Could you please provide the name of the property you're referring to?

• Initial Complaint

  Date:04/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I moved out of my apartment in ******, ** on February 22, 2025. I was sent an invoice for the check amount I will receive from my deposit. It has been 60 days and I have yet to receive my check.

  Business Response

  Date: 04/24/2025

  The Community Manager reached out to the former resident earlier today to get an updated forwarding address, as we are cutting her a new check. She should be receiving it within the next four weeks.

• Initial Complaint

  Date:04/04/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The rental office manager disabled my ability to make rent payments on the payment portal. I attempted to make both an e-check payment and debit payment and both options were disabled. I was then forced to physically go to my credit union to withdraw the funds and drive over to the nearest facility to make the manual payment. After standing in the line at ******* for nearly an hour, I reach the counter and the employee says the amount is incorrect that I'm attempting to pay. I offered to pay the amount shown on my monthly statement and it was declined. I should not be required to pay any additional fees since I was not aloud to submit the payment on the portal. Also, I quickly sent an email to the property manager right after I attempted to make the payment on the portal. The following day I tried calling the complex office all afternoon and strangely no one was available to talk.

  Business Response

  Date: 04/17/2025

  Please see attached document.

• Initial Complaint

  Date:04/02/2025

  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.

  The leasing office at one of this business properties cant seem to explain to me why someone was in my apartment. I been at work all day and come home to things in my room moved around.

  Business Response

  Date: 04/10/2025

  Could you please let us know the name of the community you're referring to?

• Initial Complaint

  Date:03/19/2025

  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 am writing because of the management team failure to address a significant property issue that has rendered my apartment uninhabitable. On February ****************** the apartment next door to mine, resulting in severe flooding in my unit. I immediately contacted maintenance and took pictures of the damage, which I sent to the leasing manager. she claimed she could not see the photos, I inquired about what steps would be taken to make my apartment habitable again The leasing manager explained that they would remove the carpet padding and use fans to dry out the area. that was the extent of the repairs. My furniture has rotted, and they did not take the necessary actions to ensure the apartment was livable. The carpet was left in place to dry, and no new carpet was installed. the workers did not address areas around the bed, so they remained damp and did not dry properly. We were to stay in the model apartment for longer than expected, with the leasing manager assuring us that we would be able to return on Monday. However, when we arrived that Monday, nothing had been done. When we raised this concern, she claimed they had forgotten which is not our responsibility. We were finally allowed to move back in on Tuesday only to find that the carpet was still wet and, as of now, is still damp. We informed the leasing manager of the situation, but she claimed someone had come by to attempt repairs, which was untrue, as my partner was home all day and no one arrived. we now have mold in the apartment. I informed the leasing manager that I wished to terminate my lease. Initially, she stated I would have to pay $2,000 and remain in the apartment for an additional 60 days. She later revised her stance, saying we could leave in 30 days but still be required to pay the $2,000. I am requesting that my lease be terminated without any penalties or fees, as the conditions in the apartment are unsafe, and it is the owners responsibility to maintain a habitable living environment.

  Business Response

  Date: 04/02/2025

  Please see attached document.