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:09/18/2023

  Type:Product 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 August 25th 2023 I submit an application for an apartment and was charged $325 dollars.This business made my apartment shopping experience an absolute nightmare. $75 dollars was my actual application fee and the rest was supposted to be refunded back to me once I got approved or denied. These people had me jumping through hoops! First, because I don't make hourly (I get paid commission + tips) they wanted bank statements. Made me a little uncomfortable but okay fine. I sent those over, but because my bank statements were net not gross I was denied because I made $200 less than 3x the rent. Okay fine, they ask if I have a cosigner. I say possibly but my cosigner is going to call because they have questions. They had this HORRIBLE attitude and weren't giving straight answers to the questions, then hung up the phone and wouldn't answer. They also "accidentally" approved my application then went back and denied it! I was seconds away from leaving a deposit on an apartment they never intended on sending me a lease for! I decided I no longer wanted to live at the apartment and asked if I can get my refund. I was told it would be sent in a check to my last known address, which is the apartment I no longer live in! So, the woman says she will "see if she can fix it and call me the next day" and of course, never did. I called my bank, explained the situation and they disputed the charge. A few days later the apartment complex called me with an attitude once again (after not answering multiple of my calls) saying because I disputed the charge they will be needing a money order or they will send the charge to collections. My bank sided with me and agreed to despute the charge, now it feels as if these people have a vendetta against me because I decided not to get a cosigner! I feel so taken advantage of and helpless after how these people treated me.

  Business Response

  Date: 09/25/2023

  *** submitted the application on 8/23/2023, the credit is automatically run after applicant pays fees (app $75 and amin$250).Based on credit, application was approved. When we receive the initial approval, we review the application and contact the applicant to inform of any additional information we may need to continue the process. *** (leasing agent) was working on the application and she requested additional proof of income after reviewing the paystubs. As I personally explained to ***, the paystubs were flagged as more than one had the same period/pay date and the amount were different. We requested bank statements to be able to match the deposits and that way, be able to use the income she provided. The bank statements were not received until a week after ( which she brought in person).She had been talking to *** and she had already explained *** that we needed extra documentation and the possibility of a guarantor/cosigner, which she said she had, but did not want to use (her mother), which had been also calling back to back trying to obtain information regarding ***'s application (all of our calls are recorded). To protect the identity of our clients, we cannot discuss personal information to people that are not in the application, despite explaining *** and her mother, she kept calling trying to get more information.
  The same day *** brought the bank statements, she called back at lunch time, and since *** was at lunch, I was the one who picked up the call (1st of only 3 times I talked to ***** She asked when was her lease going to be sent. When I pulled up her information and saw the scheduled move in date was 10/30, I told her there were other things we needed first, like deposit. At this time I was not aware of the issues she had with the pay stubs, as *** was handling her application and told her that she was going to send the Welcome letter, as the system showed "approved". When *** came back from lunch, I asked her about it, and she explained that *** had just brought the bank statements, which she brought for me to review. Deposits in the bank statement did not match the pay stubs. I told ******** was going to personally call *** as I had told her the application was approved priory.Then, I called *** (2nd of 3 times we talked) and explained her what had happened. After our call ended, her mother called in (3 times we talked)asking why we were doing this and why we were using the income the way we were, *** and her mother both were on the phone, again, all of our calls are recorded. After the mother cutting off the explanation several times, she agreed on being the guarantor (which *** had already expressed she did not want) and she asked how many pay stubs we needed for her. I explained her last 4, and she questioned why she needed to pay application fee.
  This was the last conversation we had, as *** was already back from lunch and she kept handling the calls. At no point I hung up or picked up any more of the calls so, not sure why you say they hung up the call.
  Regardless of not being approved, *** still owed the application fee ($75) which she had already paid. A few days later, we received the notification that the monies were ***'ed, and *** called *** to tell you about it, since there was an additional $100 due to the ****
  We had already reversed the charge for the admin fee and *** was going to get that in the form of a check, however, per ***'s call "her mom told you to dispute it with the bank". Technically, we did not receive any money, so the application and *** fee are still owed. 

  *** is not due any refund. She still owes the app fee and the *** fee for a total of $175. (Ledger attached)

• Initial Complaint

  Date:09/11/2023

  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 moved into my apart on May 1st 2023. A few days after move in, I noticed wings and bugs everywhere in my apartment including the kitchen. Every time I cleaned it up, theyd reappear the next day. I learned they are termites, I have a termite infestation in my apartment. I have thrown out many kitchen appliances because they have taken over my house. Ive found them in my microwave, my toaster oven, fridge, cabinets on my dishes, EVERYWHERE. I am afraid to sleep in my house, some nights I stay in my car. My apartment complex isnt doing anything about it but spraying which isnt helping. *** asked them to move but they will charge me a penalty which I cant afford as Im a college student. I also have a non working toilet so I cant use my own toilet, Im going to my college campus to use the bathroom. All Id like is to be released from the apartment without penalties. PLEASE HELP!

  Business Response

  Date: 09/15/2023

  Resident requested pest control in May after moved in. Pest control service was performed on 5/31 and "NO kickouts or frass at this time" was found by the technician. (Log attached). Requested pest control again in June 05, which at this time, frass was found, and a separate treatment for termites was conducted same day (reports attached). The resident requested that only living room and kitchen were sprayed. Resident claiming that she has thrown out kitchen appliances due to termite infestation (not sure why as termites do not feed of plastic, metal or other materials found on appliances). Second roommate in the apartment has not made any comments regarding the termite situation. Work order for toilet submitted on 9/8 at 4:58PM for not flushing toilet, no call to on call or emergency line, office does not open on the weekends and residents a aware of office schedule. Monday 9/11 at 11:00AM work order was completed and valve was replaced insde the toilet. Resident has been in communication with office manager and has been informed of lease termination clause. 

   

  Customer Answer

  Date: 09/25/2023

   
  Complaint: 20581332
  
  I am rejecting this response because: I just killed a termite that flew onto my lamp. How is that possible if theres no live activity? I have photo proof that wont let me add to this complaint, but I can send through email.

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