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:09/06/2022

  Type:Order 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.

  My wife and I were approved by Home Partners of America (HPA) on July 1st, 2022 and started to search for a home. We found a home and Home Partners closed on the home on August 24th, 2022. During this process we were asked to fill out a "Resident Request" outlining our requests as it pertains to paint, appliances and washer/dryer. It was noted on this form that we could have Home Partners request the washer/dryer from the seller. We understood that the request for the washer/dryer was made and the washer/dryer was included in the contract between Home Partners and the Seller. This was also confirmed to be included in the contract by a phone representative from Home Partners in a call today (September 6th, 2022 at 3:44pm). The washer and dryer should have conveyed with the home as per the contract and we were under the impression that this was going to happen. Nobody from Home Partners (HPA) reached out and said otherwise.It was later brought to our attention that the seller did not leave the washer and dryer as per the contract with HPA. HPA has refused to do anything regarding this matter and continues to state that they do not supply the washer and dryer. We were under the impression all long that the washer and dryer was included in the home we picked out. Home Partners did NOT inform us that the washer and dryer was not going to be included. Home Partners is allowing the seller to get away with taking the washer and dryer. As clients of Home Partners, we expect Home Partners to hold the seller accountable and we expect a washer and dryer to be inside the home upon our Move In date of September 12th, 2022. It was in the contract and agreed upon, and after shelling out a $4,820 security deposit and agreeing to a year lease... We expect a washer and dryer in the home as per HPA and seller's purchase contract. HPA is not accepting any responsibility for this issue and expects us to go out and buy a washer/dryer which is clearly wrong. Please address.

  Business Response

  Date: 09/07/2022

  Hi Deion. We apologize for any confusion, however we do not provide or replace washers or dryers. Although your household requested that the seller leave the washer and dryer, there is no guarantee that they will agree. Unfortunately, if the sellers take the washer and dryer, we will not provide or replace them as stated in the Resident Request form and Anticipated terms that your household signed on 7/24/22. Per your contract, we did however, agree to provide a refrigerator if the seller does not agree to lease the existing one on the property.

  Customer Answer

  Date: 09/14/2022

   
  Complaint: 17925221
  
  I am rejecting this response because:

  You all didnt even read and try to comprehend the issue.  The washer and dryer WAS in the PURCHASE CONTRACT.  You agreed to buy a home with a washer and dryer but you all are letting the seller get away with taking them.

  I will be filing another complaint for a separate issue as when we moved in your vendors left a window that have screeches on it saying f*** 12 and another window that had a hole in it.  The AC in the house was also never replaced and it stop working on move in day.  That is unacceptable and frankly embarrassing for your company.  Those complaints will be filed shortly with the BBB.  Avoid home partners.  Weve paid almost $6,300 in total so far and JUST moved into the house Monday 9/12 with so many issues.  

  
  Sincerely,

  
  ***************************

  Business Response

  Date: 09/22/2022

  Hi Deion. We understand our team is currently working on a resolution as it relates to providing a washer and dryer, and we apologize for confusion. In regard to the A/C, our inspection records indicate that the A/C was operating as functional. However, if the A/C was not properly functioning after move-in, in addition to the profanity writing and holes in some windows, we encourage residents to submit a maintenance request as this is the best way to create a work order to properly address concerns. Unfortunately, our records do not show any maintenance requests from your household and these items were not listed on the Move-in Conditions Form. A representative from **************************** Team will be reaching out to you directly to discuss any other questions or concerns you may have.

• Initial Complaint

  Date:08/16/2022

  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 submitted an application with Home Partners and they requested documents to verify my income (employment and child support). I provided ample documentation (including paystubs, court order for child support, and payment history from the **************** Child Support Disbursement Unit) and they proceeded to demand additional personal details about my children. They are REFUSING to process my application unless I provide these details, which violate my MINOR children's privacy and the Fair Housing Act (which prohibits landlords and the like from inquiring about children and family status). As they refuse to process my application, I requested a refund of the $75 fee I paid for the application (I paid for a service I am not receiving); they dually refuse to refund my money.

  Business Response

  Date: 08/16/2022

  Hi *******. Home Partners of America and its affiliates comply with all federal, state, and local Fair Housing Laws. On 8/14/22 our Applications team emailed you requesting that a document be submitted in PDF format in order to be able to verify the form of income. There were no children/occupants listed on your application. If these children will be living in the home, we have asked that you please provide their full names, dates of birth, and whether they will live there full time or part time. As stated on our Application Policies, the application must include every household member that will live in the home, including minors. 

  Customer Answer

  Date: 08/19/2022

   
  Complaint: 17722605
  
  I am rejecting this response because: Federal and state laws prohibit landlords from asking about children or familiar status, and protects the privacy of children. These laws prohibit requiring ages or dates of birth of the applicant or other residents. Names of each resident are the only information permitted to be requested. As Home Partners is continuing to insist on violating my and my childrens rights and refusing to proceed with my application unless I permit this violation and provide the unlawfully requested information for my minor children, the only acceptable resolution is to refund my $75 application fee. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 08/29/2022

  Hi *******. Once again, Home Partners of America and its affiliates comply with all federal, state, and local Fair Housing Laws. We are committed to providing housing without regard to race, color, national origin, religion, ***, familial status, disability or other protected categories. Our applications team has been in communication with you and unfortunately we will not be able to refund your application fee and will not be able to move forward in processing the application without the names and dates of birth for all household members that will be living in the home. 

• Initial Complaint

  Date:08/08/2022

  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.

  Home partners and Pathlight property management were my landlords. I moved out, settled up for 4-5k at the time, and was given confirmation that we were even. I recently found out that they filed it wrong and said I owed over $13k, which ruined my credit. They refuse to set up a phone call after promising one over 5 times, bounced me between departments, and then asked that I pay over $3k despite it being their mistake. They keep posting online to my bad reviews that they are settling it with me by email, then say tough luck, prove it by email. I do not owe anything but only they can fix my credit and remove me from collections. All Ive asked it to speak with a manager and they refuse. Their people look me up on LinkedIn but wont reply. My life is being harmed badly for no reason and they wont fix it. Check their online reviews, they do this constantly. This company profits by abusing middle and lower class renters.I have uploaded the evidence to my other BBB claim (with Pathlight), and Ive emailed plenty of it to these people as well. I cant get the old docusign because my ex has one copy (we dont speak), and the other was done through my old work email that no longer get exists. These problem could check THEIR copies but they wont do so.

  Business Response

  Date: 08/09/2022

  Hi *****. The Pathlight Security Deposit Resolutions team has been in contact with you regarding this situation as of 7/28/22, in which they have agreed to reverse several charges that were outlined to you in writing. However, has of 8/8/22, the payments posted on your account are all the payments that have been received based on our system. The Resolutions team has informed you that they will be happy to further investigate your claim if such charges were paid, but they will need you to provide documented proof of payment for the payments not listed on the account. The Resolutions team will continue to be in contact with you in regards to this situation, so as soon as they receive the necessary documentation, they will be able to move forward in your claim. 

• Initial Complaint

  Date:08/01/2022

  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 7/30/22, I was trying to complete an application on the company's website, which was a lengthy process asking for lots of information. I started, then realized I still needed more details, so I saved and exited the application. Before I could complete it, I was charged the $75 fee and denied. How can you deny someone before the application is submitted? I attempted to call twice, but the agents were both very rude and condescending, so lost my temper. I don't care what justifications they give, the timing of the payment and denial were almost simultaneous and very suspect. This company robbed me of money that I desperately needed for housing my family.

  Business Response

  Date: 08/02/2022

  Hi Jimi. We take several factors into consideration when reviewing an application, which include household income, rent-to-income,and debt-to-income ratio, rental and housing history, employment history,criminal history, and FICO score. We consider the profile of the entire household when reviewing an application. If your application is denied, you will receive notification in writing. An application is not fully submitted until after we have received income verification documents, which are only uploaded if a household meets our FICO requirements. Unfortunately, we were not able to locate an application with your name, email, and phone number provided in our system, however, ****** provides us with a soft pull of the TransUnion Classic 08 Model. Please note that a consumer score will not show the same score that we pull. This includes,but is not limited to, the free scores from consumer agencies. Once again,****** may be able to provide you with a copy of your report if you would like to request it by calling **************.

  Customer Answer

  Date: 08/03/2022

   
  Complaint: 17651496
  
  I am rejecting this response because it is utter hogwash. This was wrong and you know it. You should be ashamed of yourselves for so callously taking money from people who are obviously looking for alterior ways of purchasing a home. If we had perfect FICO scores, we wouldn't be contacting you! I'm sorry, you're scamming people. Sincerely,
  
  ***********************

  Business Response

  Date: 08/03/2022

  Hi Jimi. Once again, we take several factors into consideration when reviewing an application, which include household income, rent-to-income and debt-to-income ratios, rental and housing history, employment history, criminal history, and FICO scores. We were able to locate your account in our system and your household received a letter about your application decision on 8/2/22. Our FICO requirement along with our other application criteria is listed on our website for complete transparency, and as a reminder, if you would like to request a copy of your credit report, you can call ****** at **************.

• Initial Complaint

  Date:07/21/2022

  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 was sold in to buying a home with my wife with a company call TRIO. We qualified for the program and things were going fine. About 6 months into the program, my wife wanted a divorce. She move out and I stay, because I wanted the home. I was working and was able to make the payments for a little while. COVID sit in around the country and I lost my job. So now I'm struggling to stay in the home. But with the help of of family and SSI , I was able to make some payment. TRIO work with me. I was also given help with an emergency rental assistance program call Project Reset 2.0 to help pay back rent bills. Now that I'm getting back on my feet, I get a notice from TRIO that they aren't going to sell the home to me. So now I'm to lost all of the funds that I have put into trying to own this home. I don't want to walk away with nothing for all of the hard earn funds and things that I have done to stay here. I now have a $65000 income and I'm trying to buy the home, but TRIO isn't working with me. I feel that they want me to rent this home and pay them more each month as a renter. I don't want to start all over again with me as a renter, rather then a home owner. I'm 73 years old and I work for a electric battery company that make battery for electric cars. I'm having to pay taxes to the *** because I don't have any write off. I need my home and don't want to start all over again. I believe because of the raising house prices, TRIO stand to make a large profit and it is to shut me out of home ownership. Did TRIO put me into a scam to walk away from my home. I really believed TRIO was there to help people become home owners.

  Business Response

  Date: 07/22/2022

  Hi ******. We are sorry to hear about this situation, however, Home Partners of America is not affiliated in any way with Trio, so we are unable to speak on behalf of another company or program.

  Customer Answer

  Date: 07/23/2022

   
  Complaint: 17599892
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************************

• Initial Complaint

  Date:07/16/2022

  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 entered into a lease lease to purchase with home partners in March 2022. Upon moving in there were several outstanding items that needed to be repaired. Specifically, broken icemaker, dryer vent needed cleaning, the sinks in both bathrooms not draining, blinds were broken, the carpet was wet and smelled like urine, the toilet paper holder was broken, several light sockets were broken, no garage door opener, no gate/ community access fabs, no pool access. A list was provided to their vendor for completion. Their contracted vendor tag was contacted but never sent a techinician to repair the fridge so I had to put in a work order with Pathlight who sent a vendor to inspect the damage but ended up denying repairs to the fridge. This resulted in loss of food items $400 with that have not reimbursed me for. Additionally because they did not do a proper inspection of their pipes after purchase of the property, there was a leak from pipes that were not properly draining. As soon as the leak occurred, I immediately submitted a work order requesting a technician which Pathlight denied because I did not attach a picture of the leak. How can one take a picture of a leak? Nonetheless knowing that as a renter I have a duty to mitigate damage to the property, as soon as the leak occured I contacted Servpro to dry out the water that leaked to reduce mold growth and limit any extensive potential damage. I incurred an $800 expense related to that which also has not been reimbursed. While there are several other issues which remain, the most significant is the fact that I have been residing here since March (4 months) and have yet to have access to the pool. I also was not provided with keys to enter the community no gate fabs and no access pin which all residents are provided with. As a result I have to wait to be let in. As a black woman with a black male son, this poses significan safett risks. A Complaint was escalated to homepartners with no action to date.

  Business Response

  Date: 07/18/2022

  Hi ********. Thank you for letting us know your feedback. We have confirmed that ********* has been in receipt and communication with you regarding your concerns and that all work orders that were requested have been completed. ********* has also communicated with your household as of 6/22 updates to work orders, as well as items that are deemed a resident responsibility, which are also outlined in your lease agreement. As mentioned in your lease agreement and the Welcome Guide sent prior to move-in, we are happy to pay monthly assessments and encourage you to take advantage of the amenities offered by your ***. If a key fob is required, we ask that you cover the charge.A representative from ********* contacted you on 6/21 informing you of this cost and that the fob can be either purchased in the *** office or by mail. If you have any other concerns, please contact us directly at ***************************************. 

  Customer Answer

  Date: 07/18/2022

   
  Complaint: 17576985
  
  I am rejecting this response because:the refrigerator was not working prior to my occupancy as confirmed in the attached text with the vendor hired to assist during the move In Process. Further as outlined in the lease I was compliant by mitigating damages to the property from a leaking pipe on your premises that was due to lack of cleaning prior to my occupancy as confirmed by the technician you all contracted to repair it. There was hair found in the pipes (red and blonde long hair). I am African American with short black hair. The cost incurred to dry out the wall should be reimbursed. Further, why I would incur costs to gain access to a property I am paying rent for is beyond my understanding. All other rental units I have occupied have provided key fab to enter the premises and or code. If I then lose that key fab then I would incur the cost to replace it.  your responses is asinine, unreasonable and makes absolutely no sense. Since you want to refer to the lease, I have attached the components that speak to tenant responsibility (for your reference). 
  
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 07/19/2022

  Hi ********. Once again, we have confirmed with Pathlight that your household initially reported a plumbing clog after 30 days of your move-in date which resulted in becoming a resident responsibility as it was not considered a major plumbing/leak-related matter. Your household confirmed with Pathlight's resident service team there is no further action or assistance needed as of 6/27 and on 7/16, Pathlight again received a report from your household that the vent is clogged, however it is not covered if it is on the side of the home (vent blockage maintenance is covered if it is located on the roof). 
  
  If there are repairs that were reported within the first 30 days of moving in, Pathlight will determine if it will remain as an as-is cosmetic repair or if they will repair it as a good gesture, but anything reported after the first 30 days of move-in becomes a resident responsibility. Once again, your lease agreement outlines resident and property manager responsibilities, as well as our policy that should an HOA require a fob key, it is a resident's responsibility to cover the charge of the fob itself. 

  Customer Answer

  Date: 07/19/2022

   
  Complaint: 17576985
  
  I am rejecting this response because:please provide the portion of the lease that outlines that key fab is my responsibility. Further if I should choose to incur the cost of the fob just to have no further dealings with tou, please note that this is your notification that when my lease concludes in March and I move out, I will be retaining said property and will not be returning it since I incurred the cost for it. You not whoever you choose to rent or sell to will reap the benefits at my expense. Additionally, I chose to go this route in hopes that we would be able to remedy these outstanding items. However since you choose to conduct predatory, and otherwise unrealistic positionI will be consulting an attorney regarding my recourse and options relating to all matters outlined here in this complaint. I will then pursue whatever direction or guidance they provide. You cannot possible believe someone would want to enter into any business dealings with you when this is how you treat people. Its one thing to be principled but its another to be predatory in business dealings. Its no wonder the reviews here for both your company as well as payhlight are the way they are. Completely and utterly disgusting. Wish I wouldve seen these reviews before entering into contract (by way of lease) with your company. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:07/11/2022

  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.

  Filled out an application through home partners of America and they made me pay an application fee two times. They run a soft credit check and I was approved. However every single home we have like has been denied by them except one. They honestly do not want to approved any homes. The accepted my first home but I lost the bid to a no inspection which I understand but the I bid on a house in the same development and they said it was too close to the highway. So then we literally bid on a house on the same street as the first one that was approved and approximately 400ft away and they denied that house due to the highway. The customer service team cannot explain or answer any questions and just read from a paper. They wont let you speak to manager or an underwriter. I feel if the same underwriter who reviewed the first house reviewed the last, it would be approved but they just deny deny deny. It bad business and I dont think they ever plan on helping people. They just want application fees. Are there really even underwriters since we cannot speak with them. It is very shady. Please investigate them as fraud or scammers.

  Business Response

  Date: 07/13/2022

  Hi ********. Our records indicate that your household applied for our Program on 5/15/22 and 3/5/21 and we only have two payments from hour household which coincide with the application dates. Applications are only valid for 180 days before a household must reapply and once the application has expired, the fee will be charged again. We understand that the home search can be a stressful process, however, all of our property guidelines and maximum purchase prices by metro are outlined in our Property Qualification Criteria which is located on our website. The homes shown on our website meet our basic criteria, however, we cannot filter for certain criteria so there is a possibility that a home shown on our website does not meet our full eligibility criteria. The information on available homes shown on our website is for informational purposes only and cannot be guaranteed for consideration. 

• Initial Complaint

  Date:07/08/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  This is an online company that is supposed to help people like myself get in a home for first time buyers since I know nothing of the home buying experience I thought this sounded to good to be true and cannot believe they have an A+ rating on your website here. I just filled out the application and finished it up just now and paid the ***** dollar fee and I am not satisfied they took my ***** right away off of my debit card and I uploaded all the income info they needed and as soon as I did that boom I was instantly denied and because of that I was told to email someone on takes care of the applications because the rep on the phone at the time could not tell me what she saw on her need I know it said the fee was non refundable but I would like you help in trying to get it back because I was denied why I dont know yet I just dont freely give my money to any random company!!!

  Business Response

  Date: 07/11/2022

  Hi *********. Thank you for taking time to share your experience and we apologize for any misunderstanding. As stated on our website, we take several factors into consideration when reviewing an application which include household income,rent-to-income and debt-to-income ratios, rental and housing history,employment history, criminal history, and FICO scores. The application fee is non-refundable as it used to cover the cost of the credit and background check for all adults listed on the application that we obtain from a third-party screening provider, ******, for a TransUnion Classic 08 FICO credit score. Households receive an email upon their application decision with more information. If you would like to request a copy of your credit report, you can call ****** at *************. 

  Customer Answer

  Date: 07/11/2022

   
  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,
  
  *****************************

• Initial Complaint

  Date:07/04/2022

  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 June 29th I emailed Home Partners of America to inquire how I could get my application updated since my application had expired in April 2022. I emailed ********************************* and ******************************************** I was emailed back the same day with instructions to cancel my account and fill out an application again. I filled it out and paid the $75 application fee. Less than 24 hours from this transaction, I emailed customer support to cancel my account and receive a refund. They said they had already processed my background check, etc. I never received information from home partners nor a third party that a background check or credit check had been run, a credit check from home partners is not on my credit file and I have not received any notification that a background check was run from home partners or anyone else. I have not even received a copy of this, but they are saying everything has been processed. Even their website says my application was processed and they are only waiting on my income verification.

  Business Response

  Date: 07/05/2022

  Hi ********. Our applications team has a credit/background screening that was processed for you on June 29th. We received your emailed request to cancel after the ***************** were already processed, therefore we could not refund the payment. Your correspondence was received next day and two of our underwriting team members spoke with you to let you know why we could not process a refund. If you would like to receive a copy of the report, please contact our third party screening company ****** at ************. If you would like to move forward with your application, please contact us directly at ******************************************* and let us know how you would like to proceed.

  Customer Answer

  Date: 07/05/2022

   
  Complaint: 17518912
  
  I am rejecting this response because:

   

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

• Initial Complaint

  Date:06/08/2022

  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.

  On 6/7/22 I applied for the lease to purchase program with home partners of America for the second time (first time in September 2021). After speaking with several associates at the agency and detailing my circumstances along with the refusal to discuss my denial in 2021, I completed the application for the second time. I was assigned a home agent who made contact with me on 6/7/22 prior to my application completion. At approximately 4:00pm I received notification of a denial to my surprise. I reviewed the denial letter and reached out to the agency because the letter detailed that applicants have the right to challenge the denial. I received an email response from the agency telling me their decision was their decision and I could not challenge their denial. Explain to me how not upholding your standards of procedure is helpful to the consumer. With the inflated discrepancy (excess of $20,000+) between the list price and 1 year purchase price, one would believe that Home Partners would want to lock people in for purchase. If this agency does not allow me to challenge my denial as detailed on their communications I plan to take legal action. As well as share my disenchanting experience with all 47 individuals in my homeowners college to deter them from this program.

  Business Response

  Date: 06/09/2022

  Hi Sydnee. The disclaimer in our email is for applicants to contest denials based on nonpayment of rent due to COVID related circumstances which does not apply to your application, therefore, your application decision will remain. We emailed your household on 6/7 with more information about your application decision. If you would like to request a copy of your credit report, you can call ****** at **************

  Customer Answer

  Date: 06/10/2022

   
  Complaint: 17333119
  
  I am rejecting this response because:
  
  It does not sufficiently respond to my complaint. Moreover the response is inaccurate. It is concerning that with the agencies refusal to discuss the findings with me over the phone as requested and directed by ******, they can provide this blanket response. Per my attachment, on 6/8/22 an agent S******** informed me that after sending an email I could have my application reconsidered. However, after following her direction of sending a new email request to the agency on 6/8/22 they have been unresponsive. 
  

  In order to solve this issue I would like to be granted the ability to complete the challenge of my denial and begin the process of reconsidering my application to include submitting documentation to prove the mentioned collections are not an accurate issue.
  Sincerely,
  
  *****************************

  Business Response

  Date: 06/13/2022

  Hi Sydnee. Unfortunately, because the account in question shows a collection that has been explained to you by our applications department, we cannot proceed with your application. This is considered an individual disqualifier for our program and you were denied because of it. The denial challenge you reference is only for individuals that can prove non-payment of rent, or an eviction resulting from non-payment of rent, was due to COVID-19 as outlined by state of ******** law. The collection in question does not fall under either of the aforementioned circumstances so the appeal process does not apply in this situation. You can contact ******, our credit reporting agency, to discuss your options to dispute and potentially remove the collection in question. ****** can be reached at ************. Once the collection is 6+ months old or has been removed from your credit, you can reapply so we can reevaluate your application.