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:03/12/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Weve been in our rental for almost 4 years now. Initially this property management company was great but we believe theyre under new management or have changed staff. We pay a higher rental price because we have a pool. Part of the rental agreement requires us to keep the pool at a proper water level. The pool has had a leak for three months now. Weve alerted them to this fact with four work orders requested it be addressed, multiple text messages, phone calls, and emails. Nothing but the runaround each time. Our water bill was outrageous trying to keep the pool filled properly so I quit filling it.I told them the pool is too low to run the pump, something thats absolutely necessary during freezes, they did nothing. I told them either the pipes will burst or the pump would die, still nothing. Spring break is next week and kids cant use the pool. Summer is right around the corner and since its been three months with no action, Im at my wits end. Do we simply stop paying rent to get their attention??!?

• Initial Complaint

  Date:09/03/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  07/2022 - 06/30/24: dates of rental lease term we were charged approximately $3300 for alleged damage to our rental unit including alleged damage to the walls and carpets in the unit. we were not refunded $2000 deposit despite completing extensive cleaning at the property, as can be seen in the attached pics the day of move out. both renters have good rental history and have never been accused of such negligence. we suffered from unaddressed and ignored maintenance concerns that were addressed +7 days later, not consistent with their policy per the lease. we were incorrectly charged with an outstanding water bill, charged by austin vestors, despite the city of round rock website reflecting a clear balance - the same is true for our electricity. we paid the remaining water balance however, this amount was still reflected on our disposition letter sent from austin vestors. this is one of many discrepancies we have faced regarding to charged alleged by austin vestors. we have filed an appeal, on 8/19/24, and as of today 9/2/24, have not gotten a response from AV. they charged for lightbulbs - this is normal wear and tear. they charged for filters - they would send these out to us for free. they do not have any proof that the listed damages were present in the property. the disposition letter was sent on 8/16/24 and we were expected to pay ~ $1300 by 8/16/24! we have not had time to defend our stance and believe we are being taken advantage of. this has been unfair treatment and absolutely mismanagement of tenants funds and a test on our integrity as renters. please help us with this issue. we anxiously moved out before our lease ended but complied with paying the full rent for june and prorated rent for july to AV. we could not wait to not be managed by this company anymore. thank for you hearing us out. attached: pics of home at move out paid water bill paid electric bill disposition letter screenshot of service requests not addressed timely

• Initial Complaint

  Date:07/18/2023

  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.

  We are seeking that Stone Ridge Apartments/ Austin Vestors honor our lease termination on July 3rd as signed. Our lease specifies that we must give a written notice of intent to leave two months prior to vacancy, however Stone Ridge Apts/ Austin Vestors did not send us the mandated form for lease termination until 15 days prior to the end of our lease. We contacted management offices multiple times (with documentation) with our intent to leave as stated, well before the 60 day limit, with no action taken.Because they specify that we need to notify them using this specific form, we were not able to do so until they sent it to us- which they are now claiming makes us liable for 2 months of rent. Our lease agreement only specifies "month to month" if no termination form is received, so by the wording of our legally binding lease we would only be liable for one month, not with standing that we made every good faith effort to contact them. We upheld our due diligence, and I believe we are being treated unfairly. We are not seeking reparations for damaged property due to bed bugs, holes in the ceiling (reported, photographed, documented), unsafe breaker box, broken air conditioner, or general lack of maintenance by landlords at this time.

  Business Response

  Date: 07/18/2023

  Yes the lease does state that AustinVestors must receive written notice with intent of non-renewal no later than 60 days prior to the lease end date:

  Section 4.1 A.

  "A. This lease automatically extends on a month-to-month basis unless Landlord or Tenant provides the other party written notice of termination not less than 60 days before the Expiration Date. If Landlord or Tenant fails to provide the other party timely written notice of termination as required by paragraph 4A, the lease automatically extends on a month-to-month basis. The Landlord or Tenant then must provide a subsequent written notice of termination as required by paragraph 4B."

  There is no mandatory form to be completed. The most common way notification is given is via the the tenants online portal. This was not done so until by the tenant until 6/16/2023 at 11:38 pm stating will be moving out on 7/3/2023 (less than 60 days notice) However we can also accept the the request for non-renewal via email, letter by mail or dropped off off to the office and have even received them via text. We have checked all of these methods and there was no communication in regards to non-renewal prior to 6/16/2023. We will not accept the notice via verbal notice. If requested verbally we will generally direct them to the portal to submit the request but it is advised it is needed in writing. If tenant can provide anything showing that the the notice was given prior to 6/16/2023 then we can look at adjusting the move out date accordingly. So if that is sent we will review the account. 

  As to bed bugs the tenant has lived there since 2019 and this is the first we are hearing about this, however as per the lease bed bugs are tenants responsibility. Also see that all work orders placed have been marked completed. 

  Customer Answer

  Date: 07/18/2023

  Complaint: 20336378
  
  I am rejecting this response because: The whole issue is that your office withheld the lease update form/information. You "received" notice of our intent to leave when you did because that is when your offices finally sent out the lease renewal form.  If this is a policy change, why were we not notified? If you claim that this isn't a policy change and things have always been done this way, then why do we have 3 years of prior behavior to the contrary? We are not going to pay for your office's clerical error. I understand it would be very coinvent if we would just cover for your mistake, but we're not in a position to do that.  We were asking to give notice for months prior to this.  Not once were we directed to the online portal, or a working email address, after speaking with multiple people, and leaving multiple voice messages. See attached screenshots of my email being rejected.  Every year prior to this we were sent a lease renewal form well before 60 days.  See attachments.  How were we supposed to know the ways in which you would accept this renewal if you never notified us, or gave us a working email address? How were we supposed to get this too you if your offices refused to take our calls or respond to email? We have 3 years of precedent set by your offices- how would we know that your behavior would change?  We did our due diligence, and your offices did not.   I had to contact the BBB just to get you to communicate with us! 

    I understand this is considered irrelevant, but for your records regarding Bed Bugs: we had an " Annual Property Inspection" on May 22nd that was specifically looking for Beg Bugs (we asked) no less that one week after we had an exterminator examine the property, what a coincidence!  I don't believe that this is the first you've heard of it. That sounds like a way to cover up for a lack of annual pest control, because, as you've said, we've been here since 2019, and no such "Annual Inspections"  ever took place. I looked through the emails for 2022, 2021, 2020. I know very well that you were notified, because I spoke with our neighbor who reported this to the property.  Our apartment shared a wall with the infested one, which contracted Beg Bugs sometime in April of 2023.  I'd be happy to take her statement.   

  Each of the repair requests are marked completed because we threated legal action if you continued to ignore them.  This was necessary because our notifications would go un addressed for weeks- such as having no AC in over 100 degree weather.   

  ***** was our property manger that we were in contact with before **** took over. You are invited to look into how it was handled prior to the new management.  It's likely she would have records of this as well, it should be easy to look up. I know Austin Vestors moved offices in March of 2023.
  Regards,
  
  ***************************

• Initial Complaint

  Date:07/06/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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 practices of Austin vestors arent fair to tenants . Charged over 600 for move out . Many of the charges were not from me but the communication is so poor I am being charged for things that are absorbitent . How do you charge a cleaning fee and then 55 for another company to throw away a door mat . This should have been apart of the cleaning fee . B I intentionally left items under the sink because guess what . They were there when I got there . One small bucket and a couple of cleaning supplies . I left the non functional light bulbs they left me with ! It was their property . They made me pay to replace them despite my request they change them . FYI. The light bulbs were the smart one , someone else got access and turned my living room and bed room ls into a freaking disco They said they did not have the codes to change it and refused to fix or replace them . Upon leaving I intentionally left the bulbs for them complete , its their property not mines . Essentially they charged me to throw away their property . the unit was cleaned and did not require 250 worth of cleaning services . I paid for another tenant not because I was negligent . I was charged ******************************************************* from hanging pictures . The pictures were hung inside of normal limitations of wear and tear . The fee was unfair and I believe a greedy grab fro Austin vestors . Overall they back deal with places and steal money from tenants . They denied me a pre inspection walk through or if I could be present . I approach my 30 days on the 8th and have not reviewed my refund . They did not change the lights over and tried to make me pay for their light bill and railroad and lie to me that I moved out on an entire different date . They told me I was getting a paper check then a e check . Overall not a fair company .

• Initial Complaint

  Date:01/06/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have sent out 30 day termination in as agreed to in writing and have followed all the agreed to early term agreements due to our daughters physical illness. The home no longer meets her physical ability to live in and terms were agreed upon to allow us to move out early without penalty and get our deposit back with a 30 day notice . Suddenly the person who set up these agreements no longer works there the terms they sent for us to sign did not reflect the agreed upon terms when emails and called on the issue no one responds . We have moved out since we had the agreement in email form and now have all these stipulations we will not follow . As they are not what was agreed to under *** housing we have the right to move we gave notice as agreed . These people still expect a professional cleaning, yard maintained after move out and utilities to remain until re rented , I think not as its clear we will not see our deposit back we cant even get a person to respond and repairs were never fully completed correctly or by a professional . Do not trust these people .

  Business Response

  Date: 01/09/2023

  This tenant will be released rom the lease on 1/31/2023. This was the move out date provided by the tenant in writing on 12/22/22. This was expressed to the tenant. The reletting clause and fees have been waived due to the situation with their their daughters medical condition. With the waiving of that clause they are only responsible to maintain the property and utilities until the end of the lease 11:59 pm on 1/31/2023 and follow the normal move out instructions that have been provided to the tenant in writing. The waiving of the clause does not release them of normal move out responsibilities and that does include making sure that the property is cleaned. Professionally is recommended as if not to standard then we will have it done and deducted from the tenant security deposit. The final disposition will be completed no later than 30 days after 1/31/2023. If the property is left in good condition then the deposit will be returned minus and deductions for repairs that are above normal wear and tear or tenant responsibility. 

• Initial Complaint

  Date:08/17/2022

  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 air conditioner at my apartment (**** ************ #***, Austin, ** *****) stopped working on July 27, 2022. Despite many requests for service, the air conditioner has not been repaired (after almost 3 weeks.) Summer in ***** is very hot, and outside temperatures have been over 100 degrees almost this whole time. The management company did not place any urgency on this repair and is not responding with any satisfactory temporary solutions (such as installing a portable or window unit, or moving me to a hotel room.)