Complaints

• Initial Complaint

  12/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have tried to apply for a unit in apartment complex: Lincoln Shores apartment. Before I applied the unit online, I have chatted with someone from the leasing office using email. I told him I only have section 8 voucher and no income. I asked him if my daughter can be the Guarantor to make up the income requirements. He said YES. After that confirmation, I then applied online and paid non refundable $200 application fee. However, me and my daughter's both screening reports failed. Mine is due to no credit card history, no enough income which I have already told the leasing office before applying. And he said it was ok as long as my daughter make 5x of rent cost which she does. My daughter screening was rejected due to "executive approval", we have no idea what that means. She has good credit score and no bad records. It looks like in order to rent a unit in that place, each adult still has to make 2 to 3x income. If that is the case, why I got different answer from the leasing office. Based on the conversation with the leasing office, I made the decision to apply. Which causes us to waste $200 application fee. I feel I was misled and I feel I should get that $200 back. I uploaded the emails I had with the person from the leasing office and our screen results and results from apartment.

  Business response

  12/15/2022

  Hello, 

  We have communicated with this resident who failed to provide the full circumstances surrounding their income or the lack there of. This applicant was advised of our rental criteria which includes that they must make three times the rental amount. Under new ordnances with in Pinellas County we are able to accept vouchers and use that amount as part of that income, but the applicant is still required to make three times the monthly rent. Please note this was explained in email, verbally and as part of the online application process in which the applicant would have accepted and acknowledged this requirement before proceeding to making any payments. 

   

  After the applicant was denied he reached out to the **************** to get additional details and a refund. It was advised to the applicant at that time that the application was denied due to insufficient income which didn't meet our rental criteria. The resident felt this was our fault as he advised us in an email and response to the three times the amount that he didn't have that. However, the applicant never mentioned the only income they had was the voucher. We unfortunately are only aware of the information provided to us until an application is completed which will provide a full picture each applicants profile. We review each failure on a case by case basis, when the applicant implied he didn't have enough for the three times and asked to get a guarantor, we approved that as it was presumed that the applicant had some sort of income just maybe not enough and the applicant never said $0.00. As explained to the applicant had the three times income of rental rate been short by just a little we would be ok with that based on the guarantor. Never did we mention that a guarantor can be used to supplement a $0.00 income. 

   

  Based on the aforementioned facts and email screen shots that the applicant provided to us here at ****************. It was determined that we were unable to refund any fees as these fees are non-refundable, again notated before payment is collected and that we in know way were misleading or negligent and were only working with the limited information provided to us at the time and before screening. 

  Customer response

  12/16/2022

   
  Complaint: 18555459
  
  I cannot accept the explanation. They complained I didn't have told them my mom has 0 income. I have told them my mom has not meet 3x of income requirements. For example, if you want to buy  a item which costs $20, you have the money to pay for that item, but the seller tells you  they want you to  have $60 in the bank to make sure you have enough income, you tell the seller you don't have this extra $60 dollar , can you ask someone to be your guarantor? you are told Yes. Does that conversation make you believe you are qualified to get that $20 item? Now if they refuse to sell you the item, the reason is you didn't tell them you have 0 dollar in your bank. But from your side, don't you think it is not your fault since you already told them the fact you don't have that $60. You didn't try to lie or hide that fact. If they ask you if you have any money in the bank, you probably will say you have nothing in the bank. but now they asked you if you have $60, of course, you could reply them "I don't have that amount of money". How can they blame you not tell them the truth. They didn't tell/explain clearly about their requirement, therefor it triggers you to give them $20 but they refuse to give you the item you want to buy. Does that make sense? 

  
  Sincerely,
  
  ***************************

  Business response

  12/16/2022

  Hello, 

  The details surrounding our rental criteria were explained via email and again via the online application. We apologize if there was any confusion on your end regarding this criteria but the fact of matter is you failed the screening and are not qualified to live at the community. The details provided by you were vague and as already mentioned in the original response, the team can only provide feedback based on the details mentioned. Had there been any indication that you had no additional income outside your voucher, the team would have stopped you immediately and advised you that you wouldn't meet the screening criteria.

  Please note you were not coerced into applying to our community, you did so on your own free will, knowing the risk involved with the fees paid as they are not refundable. By proceeding through the application process and paying your fees you accepted the risk that your application may or may not be approved and that those fees would not be refunded in the event your screening came back unfavorable. 

  It is this businesses final decision that the fees are non-refundable, no negligence or wrongdoing was present and a refund will NOT be issued.

  Customer response

  12/16/2022

   
  Complaint: 18555459
  
  I cannot accept the explanation. They complained I didn't have told them my mom has 0 income. I have told them my mom has not meet 3x of income requirements. For example, if you want to buy  a item which costs $20, you have the money to pay for that item, but the seller tells you  they want you to  have $60 in the bank to make sure you have enough income, you tell the seller you don't have this extra $60 dollar ,can you ask someone to be your guarantor? you are told Yes. Does that conversation make you believe you are qualified to get that $20 item? Now if they refuse to sell you the item, the reason is you didn't tell them you have 0 dollar in your bank. But from your side, don't you think it is not your fault since you already told them the fact you don't have that $60. You didn't try to lie or hide that fact. If they ask you if you have any money in the bank, you probably will say you have nothing in the bank. but now they asked you if you have $60, of course, you could reply them "I don't have that amount of money". How can they blame you not tell them the truth? They didn't tell/explain clearly about their requirement, therefor it triggers you to give them $20 but they refuse to give you the item you want to buy. Does that make sense? 
  
  Sincerely,
  
  ***************************

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