Complaints

• Initial Complaint

  09/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We went to see the apartments We liked the plan that ***** showed us and we agreed to apply.Our budget was until $3000 and we informed about that ***** He promised that the price will be less than that for the monthly payment We paid for the application around $950 US dollars.Person named ***** after 3 days called and said you are approved.After 2 weeks calling him by phone every day We got our welcome letter.After that everything is changed . He called us and said you have to choose the apartment and i went there to see what options we have . He showed us 2 apartments with the price of $3500 and more. I told him we dont have that much money. He said you dont have other choice than choosing the ones that Im showing I didnt accept that and asked him to cancel the applications.Hes answer was no you cannot cancel and we not going to give your money back. We asked him to refund our money. For questions who can we talk about the client problems he said nobody.Worst experience ever he left us with no money and not place to live.

  Business response

  10/08/2024

  Please  let me  know the name of the specific apartment community you are referring to and I will forward to someone to assist.

  Thank You,

  ******

  Customer response

  10/26/2024

   
  Complaint: 22307985
  
  I am rejecting this response because:

  I am reaching out to formally request a refund of $950 related to our attempted lease at the Regatta on ******** in ***************. Despite our initial intention to move in, we were never provided essential details, including even the apartment number, and we have ultimately never stayed in the property.
  Throughout the process, we received no proactive communication from your team, and key information was only obtained through our repeated inquiries. This lack of follow-up and transparency has been disappointing, especially given that we were asked to sign a lease without complete information, resulting in a total of $950 spent without resolution.
  To avoid further escalation, including sharing our experience on multiple consumer platforms and leaving detailed reviews, we kindly request a full refund of the $950. We look forward to resolving this matter promptly and amicably.
  Thank you for your attention, and I await your response confirming the refund process.
  
  ****** *****

  Business response

  10/29/2024

  The full application fee and administration fee was not refunded due to the applicants applying on 8/28/24, then submitting a return of the payment from their bank on 9/7/24. All applications are nonrefundable with 72 hours of applying for an apartment at our community.
  ****** ***** toured the model apt (1406), amenities and New River amenities on 8/6/24.The application invitation was sent on 8/7/24, in which they applied for 406 at the rate of $3,019 on a 15 month lease with a move in date by 9/7/2024,although they stated they needed to move in on 10/15/24. They were notified by ***** that their application was approved on 8/12/24. On 9/4/24, ****** ***** reached out to *****, requesting to switch to apt 1605 with an ocean view at the rate of $3,266.On 9/6/24 Dayana  came to the office to note the location of 1605s view due to the unit still being occupied. She also toured the model again. On 9/7/24 the property received an *** notification that the applicants bank returned their fees. A member of our team called the applicants to inform them of the returned funds but did not receive a response back that they were dissatisfied.  On 9/7/24 they submitted a negative review and continue to submit negative reviews. We are happy to assist our applicants with any questions or concerns, and ultimately welcomed them as a resident to our community.
  Thank you, ******* ****** - Area Vice President
  
  

  Customer response

  10/30/2024

   
  Complaint: 22307985
  
  I am rejecting this response because:
  
  Thank you for your response, but it is inaccurate and fails to acknowledge our actual experience with your leasing process. Its disappointing that our application fees and administration fees werent refunded, despite the many issues we encountered.
  Lack of Communication: We were never directly informed by ***** about the applications approval or the next steps. Any updates we received were only after we followed up.
  Unit Access and Transparency: We were not shown the actual unit we were expected to sign a lease for, only the model unit. When we requested to view the unit, it was still occupied, and we were unable to confirm if it met our needs.
  Unclear Refund Policy: The 72-hour nonrefundable policy was not properly communicated to us at the time of applying. We did not initiate a return on the payment; instead, this seems to be a deflection from the true issue: your leasing offices lack of transparency and assistance.
  Review Submissions: Our negative reviews are based on our real experiences and dissatisfaction with the handling of our application, lack of clarity, and disregard for our requests and concerns.
  Until our fees are refunded in full, we intend to continue sharing our experience, and we strongly urge your office to address this situation fairly and in a timely manner.
  
  ****** *****

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