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:12/09/2024

  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 Saturday, November 30, 2024, I visited Parkside So7 Urban Apartments and toured a unit I was interested in. The leasing agent confirmed that a 13-month lease qualified for a 6-week free special, but the offer would expire on November 30. I submitted my application online and left a voicemail explaining some technical issues, ensuring I met the deadline. I selected the 13-month lease option, paid the $65 application fee and $200 deposit.Over the next few days, I exchanged emails with Parkside management to submit the necessary documents for the application process. On December 4, 2024, I received an approval email at 3:53 PM, but three minutes later, another email stated I needed a 14-month lease to qualify for the 6-week free special. This was in direct conflict with what the leasing agent and website had told **** emailed Parkside asking for clarification and received a response from the assistant property manager, who stated that the special was only available for 14-month leases, calling the 13-month option a system glitch. This contradicted the information I had received earlier.On December 5, I called the regional office, and the receptionist advised me they should honor the websites terms. I then emailed the regional manager to explain the situation and withdrew my application. By December 6, I had not received a response, so I called again and spoke with the regional manager. He confirmed they would refund my fees and deposit and instructed the property manager to refund my $265.About 10 minutes later, the property manager emailed, stating they could honor the 13-month special if I chose to move forward. I replied, referencing the regional manager's email, and reiterated my decision to withdraw. I asked for confirmation on when I would receive my refund. Since then, I have received no further communication regarding the refund.

  Business Response

  Date: 01/13/2025

  1/13/25
  Re: Response to Complaint by Ms. ************** BBB Representative,
  Thank you for bringing this matter to our attention. We value customer feedback and are committed to resolving concerns in a fair and transparent manner. We would like to provide some context regarding the situation outlined in Ms. ******* complaint.
  While there may have been a miscommunication about the 13-month lease term in connection with the 6-week free special, the property manager did indeed confirm that a 13-month lease would qualify for the offer.However, after several discussions, Ms. ****** ultimately chose not to proceed with the lease, despite our willingness to honor the promotion. We did our best to accommodate her request and even worked to ensure that her concerns were addressed promptly.
  On December 4, 2024, the property manager confirmed over the phone that a refund would be issued for Ms. ******* application fee and deposit. As is standard with our processes, refunds are processed electronically and can take up to 30 business days to complete. We understand that Ms. ****** was not satisfied with the time frame for the refund and escalated the issue to Mr. ****** the regional manager, on December 6, ******** Peete again confirmed that a refund would be issued as promised.
  However, on December 9, 2024, Ms. ****** requested a chargeback through her bank, which resulted in a Non-Sufficient Funds (NSF) fee of $100 charged to our account. It is important to note that we never charged Ms. ****** or sent her account to collections. We were unaware that she was expecting a refund after initiating the chargeback process, as we had previously communicated our intent to process the refund electronically.
  We have attached a ledger of the account showing the charges, along with confirmation that no additional fees were applied. We made every reasonable effort to resolve the situation and maintain a positive relationship with Ms. ******* Unfortunately, despite our best efforts, we were unable to reach a satisfactory resolution and are surprised by the actions she has taken.
  At ************** we take pride in our customer service and business practices. We understand that we may not always be the best fit for every prospective tenant, as in this case, but we strive to treat all customers with respect and professionalism. We ask that the BBB evaluate this matter fairly, as we work diligently to maintain our high rating and reputation for service excellence.
  Thank you for your understanding and for allowing us to present our side of the story. We are hopeful that we can continue to uphold the values of transparency and fairness in all of our business practices.
  Sincerely,
  C. ***** ******
  Parkside So7 Property Manager
  ************* Management

  Customer Answer

  Date: 01/13/2025

  Complaint: 22655869
  
  I am rejecting this response because:
  

  Due to the lack of response for over a month regarding this issue, and the subsequent denial that ParkSo7 attempted to resolve the matter after failing to respond to my last email seeking clarity on the process, is why I felt compelled to take action. While I have no other complaints and consider the matter closed, the company's lack of follow-through and communication led to the steps I had to take.
  
  
  
  
  
  

  Regards,
  
  Kia ******