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:11/28/2022

  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 toured Maitland City Center on 8/9/2022. The rate on 8/9/2022 was 1,999.00/month. I did not sign on 8/9/2022. On 8/10/2022 the rate for the unit 311, floor plan A2 decreased to 1,555.00/month on ****************************** I called the office to sign my lease, very excited by the advertised rate on *****************************. I was told by the office that it must have been a 'glitch' in the system because they have never seen rates so low in years. Management asked that I send a screenshot from the website with a timestamp, please see attached email sent on 8/10/2022 at 4:10PM. Shortly after the screenshot was sent, I was told via phone call that I would not receive the rate advertised due to this 'glitch' in the system. On 8/10/2022, I did not understand the false advertisement. I do enjoy living in the community but I am disappointed that I was misinformed. Because the current rates have dropped lower than the 1,555.00/month (please see attached), I would like to discuss an adjustment in my rate going forward to match the fair price from 8/10/2022 for unit 311 that was advertised on ***************************** (please see screenshots attached). I have learned that the Attorney General of Florida protects consumers against false advertising. Additionally, I was told units in this complex had not rented at that rate for years. This is apparently not true as you are currently advertising my same floor plan for $1,546/month on 11/7 (see attached). I do understand that mistakes happen but I need you to make this situation right. I am willing to be reasonable and not ask for a corrected statement for August- November. I am only asking for a correction in my lease rate to the advertised price for the remainder of my lease. Please advise how soon you can correct this going forward so we can reach an amicable solution and avoid this becoming a more serious situation.

  Business Response

  Date: 01/27/2023

  To whom it may concern.
  We looked at the screenshot and reviewed the data for 8/10/2022 and while her screenshot shows the price of $1546 that is a ‘starting point”.  When you click on the link, you can view the availability of all the different units, prices, and lease terms, all these items are taken into consideration when a final price is quoted for each individual unit.   She viewed unit 311 which was quoted at $1999 at the time.

  
  We use software that does revenue management for our company, and we can’t manually adjust the prices higher or lower because this software considers the number of units available for each floorplan, the number of months the leases are signed for, and the type of floorplans with added amenities and/or views.  This software works similarly to a hotel/flight reservation system that will adjust such prices according to different variables.

  
  The prospect, after reviewing the available floor plans for the time frame she wanted to move in, with the desired least terms, agreed by submitting the application and locking the price for unit 311 at $1999 which was the price quoted on our website. 

  Business Response

  Date: 02/13/2023

  As stated in our previous message, the prospect, after reviewing the available floor plans for the time frame she wanted to move in, with the desired least terms, agreed by submitting the application and locking the price for unit *** at $1999 which was the price quoted on our website.  The then prospect knowing the price quoted agreed by submitting the application and signing later on a lease agreeing with all the terms and conditions.  It is in the best interest of all parties that if applicant does not agree with the price and conditions to refrain from applying and later on signing a lease.  However, this was not the case, both submission of application and lease signage was done with applicant knowing the price quoted and accepting such offer. 

  Customer Answer

  Date: 02/14/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  please review my initial email sent to Maitland city center:

  ”Thank you for listening to my concerns regarding false advertisement on 11/5/2022 at 4:30PM. I appreciate your willingness to discuss this with management. 
   
  I toured Maitland City Center on 8/9/2022. The rate on 8/9/2022 was 1,999.00/month. I did not sign on 8/9/2022. On 8/10/2022 the rate for the unit 311, floor plan A2 decreased to 1,555.00/month on ****************************** I called the office to sign my lease, very excited by the advertised rate on ****************************** I was told by the office that it must have been a 'glitch' in the system because they have never seen rates so low in years. Management asked that I send a screenshot from the website with a timestamp, please see attached email sent on 8/10/2022 at 4:10PM. Shortly after the screenshot was sent, I was told via phone call that I would not receive the rate advertised due to this 'glitch' in the system.
   
  On 8/10/2022, I did not understand the false advertisement. I do enjoy living in the community but I am disappointed that I was misinformed. Because the current rates have dropped lower than the 1,555.00/month ******* *** *********, I would like to discuss an adjustment in my rate going forward to match the fair price from 8/10/2022 for unit *** that was advertised on ***************************** (****** *** *********** ********). I have learned that the Attorney General of Florida protects consumers against false advertising. Additionally, I was told units in this complex had not rented at that rate for years. This is apparently not true as you are currently advertising my same floor plan for $1,546/month on 11/7 (see attached).
  I do understand that mistakes happen but I need you to make this situation right. I am willing to be reasonable and not ask for a corrected statement for August- November. I am only asking for a correction in my lease rate to the advertised price for the remainder of my lease. Please advise how soon you can correct this going forward so we can reach an amicable solution and avoid this becoming a more serious situation.
   
  Thank you for your time.”

  I understand that a lease has been signed, unfortunately I did not understand false advertisement at the time, but after discussing with a broker I had learned what had occurred. I am very disappointed and feel taken advantage of by this situation. I have learned my lesson and will not renew my lease. Thank you for your time looking into this matter.
  
  Sincerely,
  *******