ComplaintsforKeystone-Brokers
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Complaint Details
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Initial Complaint
04/11/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
On April 6, 2024, my husband and I completed an application for a home located at *****************************************************. Each application was $60, thus totaling $120 for our couple. I had not heard the following Monday, so I called their published number, they did not answer. Left messages. No reply. Our application in the portal says, Pending Review, but the home appears on all websites as unavailable. This is such awful customer service to not tell us the home was unavailable. Take our money then have the application not even be reviewed because apparently the home was already rented. It is also wrong for them to never return our calls or even tell us that the home had been rented out or otherwise taken off the market. They took our money for no reason, since they did not even review our application before the home appears as rented on their websites.Business response
04/15/2024
There were multiple applications on the home and an the owner approved an application on April 9th, funds were mailed on the 10th and the home came off the market. Standard procedure. I never received a phone call or email from this applicant inquiring about the status of their application. While the application fee is non-refundable the applicants fee of $120.00 were refunded on 04 12 2024.Initial Complaint
02/20/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On 1/26/2024, we submitted 4 applications to apply for a home at ***************************************************. Later we discovered the home is listed as a 3 bedroom but is actually only a 2 bedroom. Since then, they have not followed up with us or returned any of our requests for an update on the status. They continue advertising the home, lowering the price making it appear that no one is interested, while ignoring our requests to know what is going on.We are out $240 for a home that was advertised incorrectly, and with no contact or updates, we are beginning to feel this is an overall scam to take in people's application fees with no intention on ever processing them. I have checked with my current landlord, no one has attempted to get any rental history from him, I have also checked my credit and it has not been checked either. They simply took my money and are leaving the applications in "under review".Business response
02/28/2024
These applicants were refunded all their application fees the following business day once we were advised they wanted to cancel.
We even received confirmation from applicants with a "no problem - thank you"
Customer response
02/29/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***********************
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Customer Complaints Summary
2 total complaints in the last 3 years.
2 complaints closed in the last 12 months.