Cypress Apartments

My experience at this property has been horrible since the very first day I received my keys. I was originally scheduled to pick up my keys on 12/24/25, but received a call on 12/23/25 asking me to come earlier due to a high volume of move-ins the next day. The first unit I was given was completely infested with roaches—different sizes and everywhere throughout the apartment. The conditions were so bad that my son and I could not stay there and were forced to stay in a hotel. On 12/24/25, I sent multiple pictures and videos to the leasing office documenting the infestation and was told the issue would be handled. It never was. I ended up purchasing pest control products myself. When I returned Christmas morning, roaches were still present—both dead and alive. On 12/26/25, my brother and I waited at the leasing office from the time they opened, but no one ever showed up. We left and returned around 3 PM when someone was finally there. I spoke with Ashley, who was extremely nonchalant and dismissive about the situation. She even stated that if she were in my position, she and her child would have stayed in the apartment with the roaches—which is completely unacceptable and unrealistic. I was initially told I could not be moved and would have to wait until pest control came the following Tuesday, despite the fact that I had already paid a large move-in amount and had been paying for a hotel since 12/23/25. No accommodations or solutions were offered. Later that day around 4 PM, Ashley called and said I could be moved to another unit. Before signing the new lease, I noticed a prorated rent charge and asked if I would be responsible for it since I had already paid. Ashley clearly told me no. I then signed the lease and picked up my keys. I was finally able to stay in an apartment on 12/26/25, even though I had paid to move in on 12/23/25. I was given two months free, leaving me with $124 in additional fees. However, when I logged into the resident portal, I saw a balance of $1,832. Due to the holidays, I waited until 1/2/26 to contact the office. No one answered the phone, and no one was in the office until 2 PM. The person I spoke with had no answers and told me I would need to wait until Monday. On Monday, 1/5/26, I finally spoke with Ashley after repeatedly calling the office all morning. She kept saying she would call me back but never did—I had to continue calling her. Hours later, she told me I was responsible for the balance because they “could not transfer my payment” from the original unit to the new one. When I asked for this in writing, she never sent it. Since then, I have continued calling the office with no response. This entire experience has been extremely stressful, unprofessional, and unacceptable—especially as a parent with a child. I absolutely did not expect to be treated this way after paying thousands of dollars and dealing with unsafe living conditions from day one.