ComplaintsforThe Hangout

• Initial Complaint

  10/12/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My son moved out of this apartment in July 2023 before the required move-out day and they keep giving him the run around about giving him his deposit back which is over $1400. It has been 85 days and their reply is, "We're trying to get in contact with accounting." It does NOT take that long to get in contact with anyone when we live in a day and age where everything is done electronically! According to MS renters law, they must refund his deposit within 45 days of being cleared with the complex. I called to speak with the property manager, and of course, she was not available. We have copies of the letter of clearance from the hangout as well as photos taken of the apartment after moving out as proof that things were left in better conditions than when he moved in just in case they try to screw us. I want this issue resolved immediately, or they will be hearing from my attorney.

  Business response

  10/13/2023

  The resident came in to the office on 10/9/2023 to inquire about a security deposit. We purchased this property in September of 2023 where this resident has been a residing since 2020. The previous management company did not provide information that this resident had paid a deposit. After the resident came in on 10/9, we began our investigation on the security deposit claim. It was found that he did pay a deposit. As of 10/13/2023, he has received his security deposit. Please let me know if you have any additional questions. 

  Customer response

  10/13/2023

  Only after I contact the BBB as well as left a lengthy review and shared posts on social media was a call even entertained that originally began on 09/26/23 when he spoke to ***** your financial guy. He contacted you all after being told to wait over 4 weeks to receive his deposit in the mail. As a young college student, my son keeps GREAT receipts of all communications made from emails to phone calls to photos. After he wasn’t successful in getting his money back was when my husband and I intervened. You can not tire me out like you have done the other students. My son was called today and told that his deposit is at the office but he is out of town now. This dispute won’t be settled until he goes there upon return Monday and picks up his deposit check. It’s amazing how all of a sudden it’s in the office today but he received an email yesterday that he will get his deposit by mail. If this company was more trustworthy and actually followed through with state law it never would have gotten this far! Do better by these kids.

  Customer response

  10/16/2023

  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. They have refunded my son his deposit after contacting you. Thanks for your help. 

  Regards,

  ****** *****

   

• Initial Complaint

  10/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  My daughter lived in this apartment complex for two years. The original complex was under the name of The Social Club. They rented an apartment to an 18 year old without requiring a guarantor. Upon her moving out they determined she owed for damages. While I did not agree with the charges, my daughter failed to take pictures of the apartment so we weren't able to dispute much. I did not agree with the charge for the kitchen garbage left behind because my daughter moved out and turned keys in in May and the last roommate moved out in July. Either way, I have tried repeatedly to contact someone at the complex that will help me. My daughter needs a payment plan to pay the fees owed. Someone finally agreed to a payment plan via email and sent the terms and instructions for paying through the portal but then we were unable to pay through the portal because she's no longer a resident. I then emailed back and stated that we would pay by check but in the meantime my daughter has received an email that it has been turned over to the collection agency. This complex rips students off with bogus and inflated charges. The clothes dryer didn't work and it was never repaired. There are so many complaints on the *** parent ******** page. I certainly hope they have all logged a complaint because their customer service is ridiculous. I am trying to make a payment and I can't get anyone that knows what's happening to call me back. I have called 6+ times and never had a call back. I initially just wanted to file a complaint about the treatment of residents and lack of customer service but now I'd like to request that the charges be removed. The amount they state she owes for alleged damages is $353.66.

• Initial Complaint

  10/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Student was charged $225 for move out costs at the end of the rental period. We have filed 3 financial dispute reports and received no notification of outcome. We have called SEVERAL times asking to speak to management and was never called back. We received a notice today that the balance was referred to collections. All we asked was to talk to someone to discuss and receive an explanation of the charges. We have been trying to talk to the company since July, with the last contact made the week of October 2nd. They refuse to contact us!

• Initial Complaint

  10/04/2023

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  I recently moved out of The Hangout after 3 years of living there. Upon moveout, there is supposed to be a walkthrough that did not occur. About 2 months later on August 29. 2023, I received a statement for $1,629.11. On the statement, there were things such as carpet replacement, fire extinguisher replacement, and furniture replacement. I immediately filed a financial move-out dispute form via their app and called. The reason that I filled this out was because upon move-in, I already had holes in my carpet that had been caused by a previous cat from a previous owner. On the move-in date, I placed a request for a repair that was never fulfilled. Along with this, there was never a fire extinguisher in the apartment. Also, on move-out, I informed the front office that the furniture that was missing ,my mattress, was in a room beside mine from a former roommate because I had authorization for them to use the mattress since I had already purchased my own mattress. They informed me that they would handle the situation and get the other mattress out of the room. Upon, calling I asked to speak to the property manager about the dispute. The front office informed me that I was not allowed to speak to the property manager about the dispute and that it only could be done via email. I proceeded to email the property manager about the situation. After a couple days of emailing both the property manager's email along with the property email. I received no response. My mother decided to email the property manager, along with the property, many times in the past 3 months trying to get in touch with someone about the situation. Ahold, there has been no response. They have informed us through email that they have sent our 3rd and final notice before being sent to collections, yet they cannot answer the requests or countless emails that have been sent.

• Initial Complaint

  09/25/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  My daughter had a lease at this complex. Upon the end of the lease, they are trying to charge $500 for damage that is not real. They want us to pay for outdated, worn out carpet that come away from the door threshold and are telling her it is damage. She filed a maintenance order while she lived there because the door would not close as it would drag on the carpet. This dragging pulled the carpet away from the door. Now, they expect her to pay $500 to fix something that is normal wear and tear in addition to the door dragging. They will not return phone calls or emails. We have called and emailed numerous times. We filed an appeal on their on line portal. No response. She keeps getting threatening letters, now threatening to send her to collections. This is no more than intimidation against a young person and fraudulently trying to scare young people/renters into paying fees that they should not be responsible for. We now have a short time before being sent to collections and creating a credit problem. This is unfair and fraudulent. We would appreciate your help in resolving this issue asap.

• Initial Complaint

  07/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  On 7/5/23 I paid rent on their app, the app double charged me. I was told they can not refund the charge until my lease is up, and then they will send me a check. The manager refused to talk to me and give me a customer service number to get the refund done.

*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. ↩