Complaints

• Initial Complaint

  07/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We are disputing additional fees charged by our former landlord after we moved out. Prodigy Properties collected a security deposit of $895 and a $25 monthly pet fee, equaling $575. We received a letter stating that we would not receive our security deposit and outlining additional fees for having to replace carpet and paint doors. While we know that new carpet and painting would already be their process before re-renting the unit, we do understand if the deposit cannot be returned. We do not understand why we would be charged on top of that, and where the $575 in monthly pet fees has been applied. It seems like a triple dip on charges to me. Prodigy Properties will not answer our questions and have now threatened to send us to collections if we don't pay.

  Business response

  07/23/2024

  Ohio law, and the lease contract you signed, permits any unpaid rent, pet fees or damages to be deducted from your security deposit.  If you security deposit does not cover unpaid rent, fees or damage to the property you remain responsible for those financial obligations.  

• Initial Complaint

  06/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I applied for a rental property at ********* **** (Prodigy Properties) in Cincinnati, OH. They required a $45 non-refundable application fee and refundable $200 security deposit. Before applying, I was only informed of the rental fee for pet cats and dogs and that this was a pet friendly property. There was no information specifying that pet birds were prohibited (I have a pair of cockatiels). Not allowing birds or charging rent for a bird is atypical of most rentals I have lived in/see, as birds are caged animals which protects the property from risk of damage, so I was not concerned that this would be a problem until I was able to access the full lease and rental agreement, where there was more specific language specifying no other pets allowed. And I could not access the lease unless the initial application was approved, forcing me to put down the additional security deposit. Additionally, I was not informed that non-declawed cats would increase the $200 security deposit to a full month's rent of ($1175) until after I had already completed the application and was approved, which went against my values but, since I had already been approved I felt pressured to agree or lose my security deposit. Since I was forced to put down a security deposit in order to access critical information about the rental policies I feel I was unable to make an informed choice and consent when completing the application. If I had been I would not have pursued applying for this property. I also think withholding a security deposit from someone who never signed a lease is theft. I understand the background check and initial application has costs and is not refundable but, believe I should have my security deposit returned.

  Business response

  08/02/2024

  Our pet policy is clearly stated on all advertising and if asked, our staff will provide additional details about our pet policy.  Our pet policy is very simple and clear and is advertised as such.  We permit cats and dogs.  That's all.  It is standard in the apartment industry to advertise the pets you DO allow versus the pets you DO NOT allow.  The pets we allow are: cats and dogs.  The pets we do not allow are: all other animals.  
  
  Our record of the timeline of contact with the Complainant is:
  
  June 16 Complaintaint submitted a "guest card" online and completed the guest card that she had no pets.
  June 17 Company called Complaintaint and answered questions.  Complaintaint disclosed she had a cat and Company disclosed details and fees related to cats in Company's pet policy.
  June 21 Complaintaint toured the apartment and did not mention anything about having a pet bird.
  June 24 Complaintaint submitted an apartment application and paid $200 deposit to take the apartment off the market pending review of her application.
  June 27 Complaintaint's application was approved and she was notified by Company.  At that time the Company reminded Complaintaint an additional pet deposit was due for the cat.  Complaintaint still did not mention anything about having birds.
  June 28 Company prepared the lease and completed other administrative tasks required for the lease signing and Complaintaint's move-in.
  June 28 after receiving the lease Complaintaint disclosed to Company that she had pet birds.
  
  Company's written policy, disclosed on its application, is when an applicant provides an application it must also pay a $200 fee that is only refundable if the applicant is denied.  If the applicant is approved, and during the approval process, the apartment is taken off market and not shown or offered to anyone else.  Additionally a lease is drafted as well as other lease documents, utility set up, move in information, etc. is prepared for the applicant.  All of this costs money and others wanting the apartment are turned away.  This process costs the Company well in excess of $200. 
  
  Company advertises that it only accepts cats and dogs.  If Complaintaint would have disclosed she had birds at her initial inquiry, or the follow-up phone call, or her property tour, or when she submitted her application, she would have been told we do not accept birds.  Complaintaint's application was approved based on the information the Complaintaint provided.  The $200 deposit will not be refunded.

  Customer response

  08/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  

  It was not clear to me that a caged animal would be a problem until receiving the lease which required a security deposit.   Security deposits should be returned when residents are unable to move in due to conflicts with the policy and not having  caused property damage.  It’s a sketchy business practice. 

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

  Business response

  08/16/2024

  Again, our pet policy, along with most of the apartment industry nationwide, positively states what pets are allowed.  Our pet policy states that cats are allowed and dogs are allowed.  I'm not sure how more crystal clear we could be than saying we accept cats, and dogs, period.

  With regard to the deposit.  We did not collect a security deposit. We collected a non-refundable deposit to take the apartment off the market and to prepare a lease and move in documentation.  When the prospective tenant moves in that deposit becomes a security deposit.  If the prospective tenant does not move in the deposit that was placed to hold the apartment is forfeited.

   

  Customer response

  08/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  I found the complex through apartment.com, where the no other pets policy is not clear. And the $200 deposit turning into a security deposit means it’s a security deposit.  It was not fully clear until I reviewed the lease, not available until after the policy was received.  Small caged animals are not typically considered problems or charged rent so, where it was written on the site was overlooked.  I would not have applied if I knew other pets were prohibited.  Charging more if cats or dogs are not declawed is also inhumane. Keeping security deposits where an applicant cannot not move-in is a poor business practice.  But if that’s what you stand by, then I hope others don’t make my same mistake.

  
  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. ↩