ComplaintsforOak Manor Villas

• Initial Complaint

  11/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Asked for a 2 bedroom. Showed a 2 bedroom then told only 3 bedrooms available. Told they would take 500$ off the deport of the 3 bedroom since they didn't have 2 bedroom available if we are willing to apply for 3 bedroom. We agreed on 3 bedroom. Payed 100$ application fee and attempted to apply for apartment. System was down. Manager called it's urgent we apply. We explained online issue and drove into office. manager had to help us apply at office.Apartment manager contacted us next day and requested we pay off an existing over due account on our credit, then submit the proof it had been payed and we would be approved for the 3 bedroom. We payed the old account off the same day and sent proof to manager the next day. Got approval and was asked to drive in to town and pay the deposit of 1600$ " asap" everything was always urgent , emergency. We had to come in right away to office we drove in and payed on oct 25 the the 1600$. Then a link was sent to us to sign the lease. We signed lease. Manager contacted us next day that we have to hurry and sign the lease. We explained we had signed. Manager states your email is wrong let me resend. Next day same thing over again. This went on and on. Friday 28 the went to office in person to resolve lease issue. Husband there for one hour. Not resolved . Requested paper lease to sugn. Denied.husband stated I'll try again at home tonight . We signed lease from a link at home Friday oct 28th. We where all set to move in on Nov 5 manager changed date to Nov 9. No contact mon 31, tue 1. On wed Nov 2 I received 8 calls at work. My husband received3 calls. And the part I can not get past. My daughter my emergency contact was called and told there was an " emergency regarding my lease it was not signed and we would not be able to move in on Nov 9 " I text back stating I am at work and will come in thur 3. I went to office Nov 3.explained I no longer feel comfortable living there after harassment . Return of deposit requested

  Business response

  11/30/2022

  11/23/22
  
  Better Business Bureau
  Serving New Mexico and Southwest Colorado
  7007 Jefferson St. NE Ste A
  Albuquerque, NM 87109
  
  Phone ###-###-####
  Fax ###-###-####
  
  RE: Complaint ID ******** received via US Mail on 11/15/22
  
  To Whom It May Concern:
  
  We acknowledge that between 10/19/22 – 10/28/22 Mrs. ***** ******* and her husband visited, applied, were approved, paid fees/ deposits, and partially executed a Lease to rent a townhome at our community. Ultimately, cancelling the process on 11.4.22 when they became angry, when 7 days prior to move-in, we called an emergency contact number that they had provided on the rental application. (This was after we attempted several times using their personal numbers without success.)
  
  Per our best practices we request the lease agreement be fully executed by all parties prior to the move in date be certain of the applicant’s commitment to move in, so that utilities and renter’s insurance will be in force at the
  time of move in, which in this case was 11/9/22. It was at our discretion to utilize the additional phone number provided on their application toward this goal.
  
  After the cancellation, the *******’s were informed by the property manager, that the deposit was non-refundable, per the signed application agreement. Mr. ******* called the corporate office 11/8/22 and reached me, the Director of Property Management. I listened and empathized with his complaints and concerns. I explained that it was not our intention for them to have a frustrating lease experience, and that it was certainly their prerogative to cancel. He indicated they had already found an alternative rental. Although our policy is to retain the deposit if an approved applicant “backs out” of the lease process, I agreed to refund one half of the deposit, since they had paid double the standard amount, due to credit issues.
  
  The phone conversation was followed by an email sent to the *******s’ on 11/11/22, restating the resolution to the issue and showing the partial refund for $800 was being processed. It has been mailed to the address they provided.
  
  Best Regards,
  Karen N****
  
  Director of Property Management
  White Oak Development/ Oak Manor Villas
  *****@*******************.***

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