Complaints

• Initial Complaint

  03/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I applied for apartment and paid a non refundable application fee then a refundable security hold on 1/5/22 through debit card (immediately withdrawn) then the week of 1/11 I called to follow up was verbally told by ****** that I was denied and would be issued a refund by check, verified my address with her on the phone. The first week of February I called for follow up on my refund ****** stated that she contacted corporate and they would issue another check could not give me a reason why another check was issued. I called again on 3/7/22 inquiring about my refund she then tells me another check was issued on 2/15 I would need to wait another 30 days. This is now going on 3 months and I keep getting the run around my payment was immediately taken from my account and now they cannot give it back after denying me, to make it worse they sent me an email on 2/16 asking how my move in was to the new community. I am just wanting my money back.

  Business response

  03/09/2022

  Hello, A refund check was mailed to Ms. **** on February 15, 2022.  Ms. **** contacted the leasing office of ************ after this time and shared that she had moved and not yet received the check.  Ms. **** requested that we update her address and supply a new check.  Our accounting department allows for mail to be rerouted for 4 weeks before stop payment is issued on a check and a new check is cut.  If Ms. **** does not receive the check dated February 15th by March 15th the company will issue a stop payment and provide a new check. 

  Customer response

  03/14/2022

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:

  I applied for the apartment on 1/5/2022 as my current lease at the time was expiring and I was not renewing, on 1/12/22 I contacted the property manager at the time which I have phone records to document I left a message then received a return call at that time she informed that I was declined the apartment and in turn advised me she was contacting corporate verified my mailing address at that time and advised it would be fine to submit my $150 returned deposit to that address. I then applied for another apartment as my lease was expiring like I stated on 1/31/22. I was approved and moved forward with moving. I was having my mail forwarded as of 1/28/22 as that is when I moved into my new apartment. I called on the property manager again 1 month after initial call on 1/12 to see about my refund she then tells me that my check was sent but being it was 30 days she would have them reissue I advised her no need as my mail was being forwarded. Then I followed up on 2/15 again as I still had not received my refund and readvised me they reissued my check and was mailed on 2/15, at that point I questioned why they reissued as I did not ask for that, she then proceeds to tell me I was not denied the apartment until 2/8 which is incorrect as I have my phone records that show I called on 1/12 and she informed me at that time. Now this is 3/14/22 and I have yet to receive my refund of $150. I feel like I am getting the run around from this company and am just wanting my money back that I am owed. I did do my research and have found this seems to be an issue with them as I am not the only one that this has happened to.

  
  Regards,
  
  *************************

*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. ↩