Complaints

• Initial Complaint

  03/09/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I'm requesting a refund of the $400 we paid toward a deposit at ********* Apartments (owned by JRK Holding, Inc) in ********************. We were assured by the property manager, ************, that the deposit was fully refundable before we started the application process. We were told that only the application fee was non refundable which we paid on top of the $400 we are asking for. In the email communications provided, Ms. ****** confirms that she did tell us the deposit portion was fully refundable if things didn't work out but that's not what she "meant." I've attached our email communications with Ms. ******, who said it's not possible to refund the $400 toward our deposit because we were technically approved, though the deal was modified beyond our financial capabilities as well as being for the incorrect apartment with a different move in date. After two messages to tenant relations in JRK holding I was finally instructed to communicate directly with the property manager (email in the chain provided - they tagged the property manager as well) and after six days we have not received a response from either of them or a way to escalate this further.

  Business response

  12/22/2022

  Business Response /* (1000, 10, 2022/12/16) */ We are currently in the process of implementing a new system to better serve our residents. If you still require assistance with your concerns, please go to the website of the property that your concern is about; click on "Residents"; click on "Resident Relations"; open a new ticket. Our Resident Relations team will ensure that your concerns are addressed. Thank you! Consumer Response /* (2000, 12, 2022/12/21) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  03/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am in the process of moving to ******** and applied to ****************** as a potential place to live. My application was denied, however, I had already paid the $400 holding deposit. Since my application was denied and I am not going to be getting an apartment there the holding deposit that I put down for the apartment needs to be returned to me. I have called four times and they never pick up. An answering service picks up takes down your name and number and sends a message to leasing to call you back. No one has called me back. I emailed three times and no response. I contacted their corporate office and no one answered the phone. Sent an email to the tenant relations email no response. I also filled out the online contact form and no response. Very impersonal application process and very bad customer service.

  Business response

  12/16/2022

  We are currently in the process of implementing a new system to better serve our residents.
  If you still require assistance with your concerns, please go to the website of the property that your concern is about; click on "Residents"; click on "Resident Relations"; open a new ticket.
  Our Resident Relations team will ensure that your concerns are addressed.
  Thank you!
  
  

• Initial Complaint

  03/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Applied to an apartment complex in ******** owned by this company and needless to say this company ***** at customer service. Very impersonal application process. Never answers their phone. My application was denied and I had already paid a $400 holding deposit for the apartment. Tried calling four times and no answer. The apartment complex has an answering service that answers all calls and takes down your name and number gives it to the leasing manager with a request to call you back. Called four times and no call back. I emailed three times and no response from the leasing manager. Tried to call their corporate office and no response. Filled out their contact form and also emailed the email address given when you call the resident relations number. Needless to say I probably won't get back my $400 holding deposit.

  Business response

  12/16/2022

  We are currently in the process of implementing a new system to better serve our residents.
  If you still require assistance with your concerns, please go to the website of the property that your concern is about; click on "Residents"; click on "Resident Relations"; open a new ticket.
  Our Resident Relations team will ensure that your concerns are addressed.
  Thank you!
  

*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. ↩