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:06/10/2025

  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.

  i have been with Alamo Park apartments for a few months now and i been making monthly payments on time as a resident should. I was given a a late charges for a computer issue on the payment system. i owe less three hundred dollars as of now. i went to the office for help and was notified by the assistant of the location we would not have to worry about the charges because i been making payments. i went into the office on june tenth to get itemized bill and was told i was not allowed to have a copy. i finally got a copy once i told her i will have to grab a lawyer. **** then threaten that she wont renew our lease. i also have none of work orders done since october. if i do get someone to fix the work order it will take over three or four months later. i have a itemized bill and it shows i made payments on time.

• Initial Complaint

  Date:07/27/2023

  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 walked in to discuss a complaint to the front office and was absolutely disrespected. Ive had 2 vehicles stolen from here in 3 weeks due to a lack of security and repair of the gate, the gate doesnt close. On top of that, I have SEVERAL repairs that haven't been addressed in 6+ months. And lastly. Come to find out im PAYING MORE then my neighbor who, i walked through their apartment with them and they have the same floorplan with nicer amenities and features. Absolutely ridiculous

  Business Response

  Date: 07/27/2023

  The access gates were hit on 7.21.23 and a police report was filed. The access gates had been closed and functioning prior.

  An unauthorized occupant for the unit came into the office to let the staff know his vehicle was stolen from #****. He is not an authorized lease holder. The resident; ********, then came and told the staff that 2 or 3 of his vehicles were stolen. We asked about police reports and they have yet to provide any to the office. We have a security company that drives through our site 2 to 3 times per night and the residents have their contact information if they see any suspicious activity. There are no reports of contact from the resident to the security company.

  In regards to the rent, we are on a price optimizing software. ****************** moved in, in 2021 when Kairoi was not the management company and did not sent the rent prices. We have since maintained and increased/decreased rents depending on the market. The direct next door neighbor moved in, in December 2022 and was leased at our current rental rates which was lower at the time. Currently anyone renting in that floor plan is starting at a base rent of $1263. This amount can increase or decrease daily and rates are not held longer than 24 hours.

  Customer Answer

  Date: 07/27/2023

  Complaint: 20385847
  
  I am rejecting this response because:

  I went in there to the office 7/25/23 around 11am. ************, was sitting at the desk twiddling with a walkie talkie of some sort. Never once made eye contact with me while I mentioned that my second vehicle was stolen within a 3 week period. NOTHING, was said to me, as if i wasnt even acknowledged. Nothing was mentioned regarding a police report or i wouldve provided it. All yall said was to schedule an appointment to file a complaint. That set me off because i was dealing with my 2nd vehicle being stolen a few hours prior. 0 empathy or care to help, Now, Detective ****** of Alamo Heights PD called and spoke to yall and asked for camera footage and provided details of the theft, so you may be getting mixed up! **************** said to me They told me they have a camera at the front gate, but they dont know how to pull footage from it. They didnt seem to even want to try pulling footage so i got off the line with them. Now if you see a gray dodge charger driving or creeping to call me back, because we have a person of interest. Why that needed to be told to me? Most likely because your front office team has little no no care for any of the residents here. 
  
  Regards,
  
  *******************************

  Business Response

  Date: 07/28/2023

  When ****************** came in and began speaking with ****, our assistant manager was listening in and interjected and proceeded to converse with ****************** rather than ****. ***** was looking into my calendar to get ****************** set for an in  person appointment. ****************** called the staff "f***ing worthless" and left the office without setting an appointment. 

  We had an investigator physically come into the office and ask about seeing the camera footage. We explained the camera system was in place when we took over and we do not have access to any recordings. I use the cameras to monitor the leasing office and surrounding amenities.

  Per paragraph 6 of your signed (signed 10.4.22) Addendum for Access Gate Controls:

  "Personal injury and/or personal property damage. Anything mechanical or electronic is subject to malfunction.Fencing, gates, or other devices will not prevent all crime. No security system or device is foolproof or 100 percent successful in deterring crime. Crime can still occur. Protecting residents, their families, occupants, guests, and invitees from crime is the sole responsibility of residents, occupants, and law enforcement agencies. You should first call 911 or other appropriate emergency police numbers if a crime occurs or is suspected. We are not liable to any resident, guest, occupant, or invitee for personal injury, death, or damage/loss of personal property from incidents related to perimeter fencing, automobile access gates, and/or pedestrian access gates. We reserve the right to modify or eliminate security systems other than those statutorily required."

  Customer Answer

  Date: 07/28/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  

  Exactly. I was never told a solution or given any acknowledgement. Never told to bring a police report like you had mentioned before. And how was i supposed to know yall were setting appointment? All that was said after i was talking to what seemed like a brick wall with ****, all i heard was ***** say you need to set an appointment with a manager zero acknowledgment from staff it seemed like. On top of that, this is just one of my concerns. None of the long waited maintenance requests and what not were discussed? I dont feel like im being heard or helped at all. Yall are just trying to cover your tail ends

  Regards,
  
  *******************************

• Initial Complaint

  Date:06/14/2023

  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 havent been able to use our oven since February Thursday to room numbers that keeps popping up and I already made for maintenance request and they will keep coming out to look at it and keep saying the same thing that theyre going to order another piece and two or three weeks will pass by and I will get no response for them. Then when I give them a call to see if they have ordered a piece already. They tell me they didnt know I had a problem with my oven also when they do come in to look at my oven, they keep putting complete, but it has not been completed. Im starting to grow concerned because Im finna have a one-year-old and I wont be able to cook for her but keep spending money on takeout which cost a lot.

  Business Response

  Date: 07/11/2023

  The resident received a stove/oven on 6/29/2023. 

  Customer Answer

  Date: 07/31/2023

  Complaint: 20181659
  
  I am rejecting this response because:

  
  No, I am not satisfied. They take away too long to get anything done, like now just found out I have mold and all of my air vents and I put in the work order. I cannot continue to worry about my child safety.
  
  Regards,

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

  Business Response

  Date: 07/31/2023

  Standard work orders for the vents were entered on Sunday 7.23.23  and Sunday 7.30.23. There were 5 working business days between the first report and today. As of today, 7.31.23 maintenance has replaced the vents due to their buildup of dirt and dust. 

• Initial Complaint

  Date:05/19/2023

  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.

  This complex attempted to house me in a unit that had an active ***** issue that was not resolved. They then tried to postpone my move in to treat the unit fir said roaches. I requested a different unit all together, they stated they were unable to until into May which was not an option as I would be ***** 2 rents at this point. I asked for the money order I gave them back after less than an hour of handing it to them and they refused saying it was processed. It has now been almost one month later and I have not received my money back when they told me they were getting it into the mail. They did not provide a tracking number.