Complaints

This profile includes complaints for Irvine Company Apartment Communities's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Irvine Company Apartment Communities

  Irvine, CA 92617-3045

• 

  Franklin Street Apartments

  1553 El Camino Real Redwood City, CA 94063-1938

• 

  Playa Vista - Montecito

  12855 Runway Rd Playa Vista, CA 90094-2699

• 

  Crescent Village - Milano

  320 Crescent Village Cir San Jose, CA 95134-3047

• 

  Crescent Village - Toscana

  350 River Oaks Pkwy San Jose, CA 95134-3562

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:04/25/2025

  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.

  I am filing this complaint regarding a disputed charge issued by Irvine Company / ***************************************** following my move-out from the apartment located in ********************************. The lease ended on March 22, 2025, and I returned the keys on March 20. A move-out inspection was conducted on March 21, and the inspection report stated the floors were "OK" and only required power washing and carpet cleaning.On April 4, I received a final account statement indicating a refund of $140.19. However, on April 22more than 21 days after the lease endedI was issued a second account statement showing a new charge of $193.55 for carpet replacement, citing alleged pet urine damage. This contradicts both the inspection report and the fact that I never kept any pets in the unit.The photos used to justify this charge were not part of the official inspection and appear to have been taken later, possibly by a vendor. The apartment never notified me of any pet-related issues during my tenancy or at the time of move-out.Under California Civil Code ******, landlords are required to provide a full accounting of the security deposit within 21 days, including any supporting documentation. In my case, they sent a "final" estimate (clearly labeled as such) within the time limit but later revised it significantly with no new factual justification and outside the legal window.Despite my efforts to dispute this, including pointing out the timing and lack of evidence, the apartment office has refused to drop the charge. I am requesting BBB's assistance in resolving this matter and having the post-21-day charge removed in accordance with California tenant law and fair business practice.

  Business Response

  Date: 04/30/2025

  Management and a professional vendor inspected the complainants unit after they vacated and determined that a full carpet replacement was necessary because of indelible stains. Because the carpet in their former apartment was last replaced on 11/11/2021 and no other residents occupied the apartment during that time, we determined the damage occurred during the complainants tenancy. They were therefore charged for the prorated cost of replacing the damaged carpet. 
  
  Management also determined that a full cleaning of the apartment and/or carpet was needed to return the apartment to the same condition of cleanliness that it was in when the complainant moved into the home. In addition, heavy staining in the living room area necessitated a specialized stain removal process. These charges are reasonable and authorized by California law.
  
  We have reevaluated the complainants resident file regarding their concerns and after careful consideration, as a customer service gesture we have agreed to remove the carpet charge of $303.75. Please allow up to 5 business days for the charges to reflect on your resident portal.

  Customer Answer

  Date: 04/30/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *** ****
  
   
  

• Initial Complaint

  Date:04/18/2025

  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 resident at ******, and for nearly two months, the parking situation has been completely out of control. After 5 p.m., it is nearly impossible to find a parking spot. Even late at night (e.g., 1 a.m.), many parking spaces are occupied by vehicles without permits, in clear violation of the communitys stated parking policy.I raised this issue directly with management. Instead of taking responsibility, I was asked how I could determine whether those vehicles were guest parking or not. That is not the residents jobit is the responsibility of management and the towing company to enforce parking rules.I also asked management to send a community-wide reminder about the towing policyjust like they did last yearbut my request was denied with no clear explanation. This raises questions: Why is management now unwilling to remind residents of an existing policy? Are new residents not being informed? Why not maintain transparent communication across the entire community?Management claims they have been placing notices on vehicles, but this has done nothing to resolve the issue. Vehicles without permits continue to occupy spaces night after night with no visible enforcement.I am requesting that Solana:1.Immediately enforce the towing policy against unauthorized vehicles.2.Send a written reminder to all residents clearly explaining the parking and towing rules.This situation is unfair to residents who follow the rules and rely on management to uphold community standards.

  Business Response

  Date: 04/18/2025

  
  Thank you for taking the time to share your concerns regarding the parking situation at ******. We understand how frustrating this issue has been, and we truly appreciate your patience as we work toward a fair and effective resolution for all residents. Please know that management has not refused to remind the community of the parking and towing policies. In fact, we have been consistently sending out community-wide text messages to all residents to reinforce the parking rules and regulations, just as we did in the past.
  In addition, we have communicated your concerns directly with our courtesy patrol and towing company. As a result, they have increased their presence on the property and are actively monitoring the community in the evenings to identify violations. Vehicles found in clear violationsuch as those parked in front of garages or in fire lanesare being towed immediately. During the day, our on-site staff also patrol the property and issue citation warnings for any vehicles improperly parked in front of garages to ensure residents are aware that these vehicles will be towed after hours.
  Regarding vehicles without visible parking permits: in most cases, these are guests registered through our guest list system. Residents are not required to display any physical documentation, as our courtesy patrol has access to a tablet that allows them to verify guest vehicles in real time. For vehicles not on the guest list and without a valid permit, citation warnings are issued. If the issue persists, towing will be enforced accordingly.
  We are also actively enforcing our two-vehicle-per-residence policy.  We want to assure you that the same rules and enforcement policies apply to all residents, regardless of how long they have lived at ******. Our goal is to provide a respectful, well-managed community where all residents feel heard, and policies are enforced consistently.
  
  

• Initial Complaint

  Date:04/08/2025

  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 April 8th, I contacted The Irvine Company Apartment Community regarding unauthorized occupants residing at *********************************, located at **************************************************************************************. I spoke with *** ******, informing her that two individuals are living in the complex without being listed on the lease agreement. Additionally, I reported that these individuals are violating and defrauding the ********************************I offered to provide legal documentation including the drivers license information as proof of these violations, including evidence that one of the individuals is a convicted felon. However, Ms. ****** declined to review the evidence and refused to take any action or investigate the matter further. By not addressing this issue, she is knowingly allowing unauthorized occupants to reside in the complex, potentially endangering other residents.Given the seriousness of this situation, including potential violations of housing regulations and the presence of a convicted felon, I believe it is imperative to escalate this matter to the appropriate authorities.Recommended Actions:Ensure all tenants are added to the lease agreement. Report to the(OCHA),Unauthorized occupants receiving housing assistance fraudulently should be reported to ****.

  Business Response

  Date: 04/10/2025

  The Irvine Company Apartment Communities is in receipt of complaint #********, regarding alleged unauthorized occupants at *********************************, located at ***************************************************************************************

  Upon receiving the initial contact on April 8th, our team member established company protocols for addressing resident concerns. While we may not have requested to review the specific documentation offered at that initial point, this was not intended to dismiss the seriousness of the allegations. We understand the complainant's concerns regarding potential unauthorized occupants and alleged violations of ******************************* regulations. We are committed to ensuring that all residents residing within our communities are in compliance with their lease agreements and relevant housing guidelines. 

  Management is actively reviewing the information provided in the BBB complaint and is conducting a thorough investigation into these allegations. As part of this process, we will be reviewing our records and taking appropriate steps to verify the occupancy of the unit in question.

• Initial Complaint

  Date:03/19/2025

  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.

  Business practices false advertisement. Even corporate office says pools are heated year round, one of the reasons I moved there. However, pools are often too cold to go in, even on a sunny day like yesterday. My kids cant swim when is freezing cold in the pool

  Business Response

  Date: 04/02/2025

  We would like to address the complaint regarding the pool heating practices at ***************. We acknowledge and apologize for the inconvenience experienced regarding the pool, especially given the expectation that pools are heated year-round. To clarify, during the winter months (October to May), we heat the back pool located next to the golf course. We understand that residents expect a consistent and comfortable swimming experience, and we strive to provide that. 
  
  We apologize for any discomfort or inconvenience this has caused. We encourage residents to reach out to the **************************************** for updates, assistance, and to ensure they have accurate information to fully enjoy the community.

  Customer Answer

  Date: 04/02/2025

  This is not true! The back pool is not heated during these months. We were there a few weeks ago on the hottest day since summer, and my kids were shivering and we had to leave because of the cold water. I have spoken to over a dozen neighbors in the complex who have agreed that it is too cold to swim in or enjoy, and has been this way since November.

   

  i am willing to get a petition of 50 signatures or even a thermometer reading, but this is not an acceptable response from **************** 

  Business Response

  Date: 04/16/2025

  Thank you for the follow-up regarding the concerns brought by this Resident. 
  After reviewing our records, we can confirm that the average water temperature for the back pool is consistently around 78 degrees, which aligns with our guidelines for the amenity. We understand the importance of maintaining a comfortable experience for our residents and will continue to monitor the pool to ensure the temperature. 
  If at any time you have any concerns regarding the pool, we strongly encourage residents to contact the ************************ directly so we can investigate and address the issue promptly.
  We hope this clarifies our position and reinforces our ongoing commitment to resident satisfaction.

• Initial Complaint

  Date:03/15/2025

  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.

  Issue is related to constructions inside of the apartment home. I moved into this particular apartment in 09/2024 and notified the company immediately about a smell in the apartment. After 5 month of back and forth with their resident services they initiated an inspection which lead to the conclusion that the apartment was not habitable and needed work. The work started on 02/19/2025 and I was told it would take maximum 1 month to complete. Currently the project has been delayed significantly and the environmental health services team who was in charge of this project hasn't provided any useful information on the timeline of this project. No email replies for 10 days and phone line is always busy.

  Business Response

  Date: 03/20/2025

  Upon thorough review of the maintenance work order history concerning the reported malodor emanating from the sink, it has been determined that all submitted requests were addressed by our maintenance personnel in a timely fashion. Specifically, work orders were logged on November 19th, December 6th, January 4th, and February 3rd. While our maintenance team undertook comprehensive remediation efforts, including the complete replacement of the associated piping, the odor persisted. This necessitated further investigation and subsequent involvement of our Environmental Health and Safety (EHS) department.

  Regarding the complainant's assertion of communication deficiencies with EHS, a meticulous review of the email correspondence between the complainant and EHS has revealed no instances of delayed responses. It is plausible that the complainant's concern pertains to telephone communications, as the email responses from *** were consistently provided in a timely manner.

  Customer Answer

  Date: 03/20/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  Mingze Wan
  
   
  

• Initial Complaint

  Date:03/13/2025

  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 car was towed at The Village ************** on 03/06/2025 and I had to pay $340 to get it back as I was not given a pass by the guard. The guard at the entrance would not come out of the guard shack. Their negligent and irresponsible staff is completely to blame for this incident. They did not do their job, and many other residents have had the same complaint. There have been times guests have gone into the property without a pass due to the printer not working or the gate was completely one with no one there. I also have proof that on Thursday night 03/06/2025 I wasnt the only one who came into the property without a pass because the guard would not come out. I was registered in their properties system. I did everything I NEEDED to do, and this was caused by The Villages staff. This is completely unacceptable. Not only did I lose $340, but this tow made me miss an important doctors appointment that I took time off work to attend. Which was the ONLY reason I had stayed over. I will be taking this to whoever I need to so this property is finally exposed for the horrible place it is. This is a scam being run by the management team and that towing company. I need to be reimbursed as this is completely the Irvine Companys fault. I will also take it up with whoever I need to in order to get my money back.

  Business Response

  Date: 03/19/2025

  Thank you for reaching out and sharing your concerns regarding the towing incident that took place on 03/06/2025 at The Village **************. We truly understand your frustration, and we want to assure you that we have no intention of taking advantage of any of our residents or guests. Our goal is to maintain a safe and pleasant living environment for everyone, and we take concerns like yours very seriously.
  

  We want to acknowledge that our parking rules and procedures are clearly outlined, and we strive to ensure they are followed properly. However, we also understand that issues like this can sometimes arise due to human error or technical difficulties. We apologize for any inconvenience or distress this situation may have caused you, especially considering your missed appointment and the unexpected towing charges.
  

  While we do not condone any negligence or lack of professionalism on the part of our staff, we believe the best course of action is to sit down and have an open conversation to understand the situation fully and see if we can come to a resolution that is fair to all parties involved. We want to make sure we address any concerns you may have regarding this incident and look into any areas where we can improve.
  

  Please feel free to contact us at your earliest convenience so we can arrange a time to meet. Our goal is to resolve this matter in a manner that is satisfactory to you, and we remain committed to ensuring that all of our residents and their guests have a positive experience at The Village ***************
  

  Thank you for your understanding, and we look forward to speaking with you soon.

  Customer Answer

  Date: 03/24/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****** *******
  
   
  

• Initial Complaint

  Date:03/11/2025

  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.

  We lived in the ****** community from 2019 to 2024. Our move-out experience was terrible and unresolved. I broke the apartment lease, paid one months rent notice, and two additional months, totaling around $9,000. The apartment community did not waive the notice period.Problems began when the Irvine company started repairs before we handed over the keys, damaging our stuff which eventually had to be trashed .After reporting the issue, the leasing office admitted it was their mistake. Later, I received an $897 bill for move-out expenses.I wanted to document this situation with Irvine customer service so that my losses can be recovered and I was mentally shocked with this privacy breach.Apartment community took this problem as offensive and they revised my final settlement from $897 to $2,820 after two months of communication with Irvine customer service team.I was shocked to see final settlement raised by $2k after me reporting issue to irvine customer service team.Eventually they forced me to pay more in final settlement without even talking recovering my losses.I am shocked by this change and how the situation has unfolded.

  Business Response

  Date: 03/19/2025

  Management inspected the apartment with photo documentation showing that no personal belongings remained in the apartment with exception of a few food items in the freezer of which management has previously offered to reimburse. Management also offered to reimburse complainant for the time our team was working in the apartment in addition to the waiving of complainants cleaning charges. When complainants final account statement was sent, it was made very clear that this statement was an estimate and that a final version would be sent when final invoices were received. Due to damages left in the apartment that were clearly documented at move-out, it was necessary that management made the repairs to restore the apartment to its original condition as the resident received it. These charges are reasonable and authorized by California law.
  
  Finally, Management has offered to discount the final account statement for the complainant as a gesture of good faith for the complainants experience. At this time we respectfully decline to make any further changes to the final account statement or security deposit disposition.

• Initial Complaint

  Date:03/06/2025

  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.

  My apartment Harborview Apartments in ********* flooded, the leasing company refused to adequately resolve the problem, refused to place me in alternative living situation, and the sink continued to flood through my move out date. The Irvine Company and I agreed to part ways without any monetary adjustment, I did not receive my deposit back. I recently found a collection notice from this entity.

  Business Response

  Date: 03/11/2025

  Management responded to an emergency for an overflowing kitchen sink on 4/22/24. The drain was cleared and the affected areas cleaned. Management booked the complainant a hotel to stay in temporarily until a scope of work was received, however the complainant did not check in.
  

  Temporary relocation was required as the kitchen and bathroom would be unavailable during the repair process. Management encouraged the complainant to contact his renters insurance for relocation assistance and that we would provide a rent credit for the days that he self-relocates. Management also offered to place him in a hotel at the companys expense, however no rent credit would be issued. Management also offered permanent relocation via on-site transfer. The complainant did not accept any offers and refused to temporarily relocate. 
  

  On 5/07/24, outside counsel prepared a letter reiterating his options including: temporarily relocating to a hotel at the Companys expense, self-relocating through renters insurance or otherwise in exchange for a rent credit, or an early termination agreement. We received no response and proceeded to serve a 3 day notice to perform covenant or quit demanding the complainant temporarily relocate on 5/17/24. After receiving notes on our door on 5/20/24 stating that we still did not have PTE, a 3 day notice to quit was served on 5/23/24. The complainant informed us he was not leaving on 5/24/24. An unlawful detainer case was initiated on 5/29/24 for noncompliance.
  

  We reached a stipulation in which the complainant would vacate by 7/12/24. It also stated that the deposit would be handled in accordance with Civil Code Section ****** and both parties reserve the right to pursue claims against the other including but not limited to unpaid rental charges. Because there was an unpaid balance for rent and utilities upon move out, the deposit was applied to these charges. Payment has still not been received so the account was forwarded to a collection agency.

• Initial Complaint

  Date:02/14/2025

  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 moved out of Irvine Corporate Apartments on December 19th and received a "Final Account Statement" on December 31st, signed by the manager. However, on February 7thmore than a month laterthey issued a new bill with additional charges, now claiming that this was the true "Final Account Statement." This is completely *************** is clear that they are attempting to impose arbitrary charges after I have already settled my account. Their justificationthat the first statement was merely an "estimate" despite no indication of suchis both misleading and unethical. If their logic holds, what prevents them from issuing more revised bills indefinitely? And the second bill didn't even have the manager's signature.I have made multiple attempts to resolve this matter directly with them, but they refuse to acknowledge their wrongdoing. I strongly urge the BBB to intervene, as this practice is unfair and unjustifiable. I expect a resolution that holds Irvine Corporate Apartments accountable for their misleading billing tactics.

  Business Response

  Date: 02/21/2025

  Management completed the complainants final account statement on 12/31/2024, 12 days following their move out. The final account statement was considered an estimate due to pending carpet cleaning charges, with a charge of $208.54. Once final invoices were received for carpet cleaning, including stain removals and a deep cleaning, the revised final account statement was sent out with a $375.34 charge. As a result the revised final account statement was $166.80 more than the estimate sent out. 
  
  Management also determined that a full cleaning of the apartment and/or carpet was needed to return the apartment to the same condition of cleanliness that it was in when the complainant moved into the home. In addition, heavy staining in the living room area necessitated a specialized stain removal process. These charges are reasonable and authorized by California law.
  
  We have reevaluated the complainants resident file regarding their concerns and after careful consideration, our position on this matter remains unchanged. It is our position that all of the charges are justified and proper, and we respectfully decline to make any other adjustments to the security deposit disposition. 

• Initial Complaint

  Date:02/09/2025

  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.

  Mi name is ******** Landa *******, Im living in Arcadia Apartments in ************. On January 5, I summited my Lease application to *********** Apartments located in ************** in ************ and ****** dlls of security deposit and *****dlls for credit check were paid. In January 6th my Notice Of Intent To Vacate was summited and approved by the Manager in Arcadia Apartments (sister property of ***********). Later in February first I signed my Lease agreement (with *********************************** Attached document). I hired a moving company for that date and paid deposit. On Friday February 7th I received a phone call (file attached) telling me that the apartment will be not available for my moving date wich February 21st. Until de day of today they are not offering a fear substitution honoring the original price from the lease. My rent now is ******** Im moving to *********************************** to lower my rent to a ******* accoding to my signed lease Agreement. Im going thought a stress breakdown, Im running out of time and I just have until Feb 28 to move out and I really want to resolve this situation on the best way possible.

  Business Response

  Date: 02/11/2025

  We are writing to provide an update regarding the lease application for ********. Upon receiving the keys from the previous resident during the move-out process, we discovered that significant repairs were required in the unit. This led us to temporarily remove the home from the market. These repair needs were unforeseen, as the home had been occupied at the time of ********** application. At that time, we did not have any similar floor plans available in our community, and we offered alternative options at our other properties. Unfortunately, these alternatives did not meet Gabrielas preferences. As the lease agreement was never fully executed or signed by both parties, with the agreement date set for a future time, we were unable to proceed with her application. Due to the unavailability of a suitable home, ******** opted to cancel her application. We have processed a refund of $245.00, which will be credited to the original payment method.