Complaints

• Initial Complaint

  01/24/2025

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  Our experience with this company (Springs at Grand Prairie) was both frustrating and unethical. We were initially told that the application fee for two applicants would be $75. After submitting the application, we were informed that an additional $75 fee was required for the second applicant. However, the second individuals income wasnt going to be considered, and she didnt need to be added to the lease for the limited time she planned to stay.We requested that the co-applicant be removed or that they provide a revised quote based on this new situation, but they outright denied our request. Instead, they insisted on keeping the additional funds, which felt completely unjustified.This issue goes beyond the feeits about principle. Miscommunication, refusal to adjust, and a lack of transparency made the entire process feel unethical. I cannot recommend this company and strongly advise others to be cautious.

• Initial Complaint

  01/13/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I live at this complex and there had been a fire suppression issue which caused my apartment to flood. The complex was unhelpful and could care less about where I was going to live or how long repairs would take. After much debate they allowed me to move into a new unit. I was told the rent for this new unit would be $80 cheaper than my original rent (1388 was original, 1308 was to be the new amount). Some how I am being charged 1600 and when I went to address the charges I was told "we will get back to you, and you shouldn't expect any additional charges or late fees while we figure this out." That was a week ago and now I'm being told I owe $745 and not getting a response. The management at the complex have been unhelpful and rude and take way too long to respond to inquires.

• Initial Complaint

  12/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They said they sent a check out but I never received it. I called the ******************* every day for 2 weeks and filed lost mail.

  Business response

  12/20/2024

  Hello *******, the delay was due to initially providing and confirming a different address for reimbursement. Since mail forwarding was not set up after changing your address, we advised contacting the post office might be the quickest way to retrieve the check given that it had already been issued. The check eventually was returned to us by **** and sent to the new address you provided. We are sorry these circumstances resulted in a delay of your funds reaching you in a timely manner.
  
  

• Initial Complaint

  12/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My spouse and I applied for a unit at Springs at ********************** (owned by Continental Properties) on Dec. 1st. We had to pay $895USD in application fees and deposit ($495 application fee, $500 deposit). We were applying for a five month term since we are snowbirds. The only mention of non US citizens in the application discussed possible **** forms and possible higher deposit. It stated that income would need to be verified, but didn't say it had to be American an income source. I sent investment statements, t4s and two years income tax returns for each of us. They responded that we would need an American source of income or a guarantor. I explained we were Canadian and didn't have anyone in ******* to be a guarantor. I told the person, ********, that it wasn't clear in the application and if she was declining our application I was expecting our money back. She said the application fee was not refundable. When I asked for the deposit back she said she would have to call back in a couple minutes. About a hour and a half later, she left a message that since we couldn't provide a guarantor, they considered it a cancellation of our application and nothing would be refunded. It was policy she said. I spent my working years in customer service and there is nothing worse than an employee quoting "it's policy". If they do not rent to people without an American source of income, it should be very obvious on the website. It basically is setting anyone who doesn't fit the mold to lose their money. Quite frankly, when they saw we were Canadian, the right thing to do would be to call and explain the situation and refund our money. Instead I spent a couple of hours digging out investment statements and tax returns for them. Things they should not be in possession of if they had no intention of renting to **. I will be posting my experience online so others don't fall into their money trap.

  Business response

  12/23/2024

  On 11/29/2024 a day that the office was closed for a holiday, ****** Upward completed an application for residency at our community. It is to be noted that ****** applied without prior correspondence from any office personnel and completed the application entirely on her own directly from our website. Upon completing her application, an application agreement was signed by both parties for the apartment. The application agreement goes into detail regarding qualifications in order to be approved for an apartment at our community. These qualifications specifically state that income through guarantors must be based in the ************* as a part of the qualification process. ****** and her other applicant, **** *****, both signed this agreement prior to submitting the payment of the application funds. ****** was contacted on December 3rd, 2024, by ******** ***** to verify her documentation for income and identification. On December 3rd, 2024, ******** reviewed Joannes income that was submitted and explained that per our application qualifications we do not accept income based off of foreign funds (in their case Canadian funds).
  ******** explained in this interaction that we cannot qualify an applicant based off of foreign accounts. ****** expressed frustration with the website not directly stating this for Canadians. ******** stated that she would review the website and then explained that she would be looking into what was paid in order to look into the processing of the refund.
  5 minutes after the phone call ******** called ****** back and left her a voicemail explaining that in the event that a guarantor cannot be provided the application would not be processed. ******** explained that details regarding income for international applicants is explained on the application agreement. This call occurred at 5:30pm Florida time.
  The following day on December 4th, 2024, ****** reached out frustrated about her refund and wanted to clarify that she would be receiving one. At this time, Community Manager ****** ***** spoke to ****** and explained that her refund would be processed and sent via a check. ****** confirmed the proper address to send the refund to and noted to ****** that the checks typically take 35 business days to arrive. ****** noted to ****** that she will be on the lookout. On December 4th at 2pm, the last correspondence we received from ****** was a message with her stating the following: Thank you for your response. The manager of the office in *************** contacted me today and resolved the issue.

  Customer response

  12/23/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ****** Upward
  

• Initial Complaint

  11/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I get charged an extra $100 a month for a garage. I went 46 days without access to the garage due to the spring being broken. I would like to be reimbursed for my garage for those 46 days. Also, I would like to be reimbursed for not having a mailbox key for 46 days!! I have put a service request for everything at the beginning of this new lease, so many things haven't been fixed correctly. I am just learning to live with them all. Here is how I am doing so:Master shower: Did it get fixed??? Well it is very hard to get on and once it is on there is hardly any water that comes out of the shower head. I just use the main bathroom now.Bedroom closet: doors just don't close properly.Laundry room doors: I have to take off track to open one ************ are hard to open, some I can't even lock. Makes it feel ********** maker STILL does not work. After 3 attempts I give up. I just make my own ice. Then there's mold we found in my detached garage. They did nothing for 6 days. I did my best to dry it out with my own fans. But once that didn't work I requested a transfer. I got transferred to a garage that was occupied, then I got transferred to the other side of the property which was unacceptable to me. I end up moving things into a storage unit off site. I DID asked for some compensation for the missed work and for the inconvenience THAT THIS MOLD ISSUE HAS CAUSE *********** BOYFRIEND(since he took time off work to help), >THIS WAS THE OFFICES RESPONSE: We cannot offer compensation due to the fact the relocation was not mandatory but that we also offered another garage to place your belongings in as well as immediately after reported scheduled vendors and had immediate attention to the affected area. How is mold issue NOT mandatory?? And 6 days is NOT immediately. And they wanted to put my bf on the lease, NO HE DOESN'T NEED TO BE ON LEASE FOR TRYING TO HELP. And no invoice showing why they kept my deposit for apartment I moved of!

  Business response

  12/06/2024

  The resident requested a transfer at the conclusion of her lease but specifically sought a particular unit. To secure the rate for this unit, she took possession on 8/8/24, and her $300 deposit from her previous unit was applied to her new ledger on 8/6/24 to facilitate the lease. Although we offered the option to select a different unit closer to her lease expiration, the resident insisted on this specific unit, despite it not being ready at the time. She retained her previous unit until 9/22/24, during which time she indicated she would gradually move out.
  ****** was advised to return the garage remote at the end of the lease, but it was not returned until three weeks later. Prior to submitting her transfer request, we conducted a walkthrough of the unit and completed an inventory form, with the requests finalized within the first week.
  Over the following months, ****** submitted several maintenance requests, including:
  8/11: Closet door reinstallation
  8/13: Lock replacement and re-keying
  8/13: Shower drain repair, resolved on 8/14
  8/13: Ceiling fan noise, resolved on 8/14
  8/15: Garage noise, resolved on 8/16
  9/11: Disposal issue (the team was unable to access it due to items blocking, and requested she move them)
  9/16: MB key not working, new keys made on 9/18
  10/13 & 10/14: Ice maker issues, was just on defrost mode
  ****** also sent an email via Funnel on 10/16 regarding her window she confirmed the trim had a crack but there was no leak or effect to the home Notice this today when I went to open bedroom window. Doesnt need to be fixed. Just dont want to be charged for it????  I offered to put a work order in the same day. As she continued to leave negative reviews, I reached out insisting we would like to satisfy her request in which she replied on 11/25 All the little things in my apartment that arent fixed now can stay the way they are. Just dont want to be charged for them when I move out.
  The additional garage she rented was a detached unit, not attached to her apartment. On one occasion, ******* boyfriend, who is not listed on the lease, reported an issue with the garage to ***** from American Restoration (AR). We subsequently filed an incident report and requested ** to inspect. AR visited the property on 10/23, provided a quote, and moved items while the boyfriend was present per ****** email request on 10/23. ****** was offered an available detached garage, which she initially requested time to consider but later refused on 10/26. She cited the need for her boyfriend to park closer to the home, despite not adding him to the lease.
  I shared via record call 10/28 as per our policy, we cannot discuss lease matters or offer compensation to individuals not on the lease. Additionally, ****** has declined to add her boyfriend to the lease, despite his frequent involvement in requests related to the unit she denies all claims of him residing there. Based on recorded communications, it is clear that ****** is seeking compensation rather than repairs, as outlined in her numerous requests.

  Customer response

  12/06/2024

  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, details of the offer I reviewed appear below.

  ON 8/1 I WAS CHARGED $300 FOR A DEPOSIT FOR NEW APARTMENT 1010! SO $300 DEPOSIT FROM 600 SHOULD BE RETURNED TO ME!  I HAVE ASKED FOR A  INVOICE, LETTER ANYTHING STATING WE MOVED OUT WITH NO CHARGES AND HAVE RECEIVED NOTHING AFTER ASKING MULTIPLE TIMES!
  
  NOW Let's talk about all the things that still don't work or that are broken, whatever you want to call it... 

  1- Ice maker DOES NOT WORK! They have been out 3-4 times, NO LUCK I guess!

  2- LAUNDRY ROOM DOOR- I have to take off hinge just to open one side.

  3- Some windows I can't even open.

  4- I went 45 days without access to my garage, which is extra. So I should be compensated for the days the door did not open! I have the garage for a reason!  I pay extra for a garage so I can park in it, what is the point if you can not park in it!

  5- I went 46  days with NO mailbox key, the key they cut DID NOT WORK! They ended up replacing the lock and keys. How can a person go 46 days without checking their mail???

  6- Master Shower barley runs, I use main shower to shower, pretty inconvenient.

  7- My boyfriend was on site due to us sharing a dog.  So wanted him to have a close parking space for when I needed his help with her. And when he needed to stay here while I was out of town dealing with my mothers passing!!!

  8- When they found out about the mold in my detached garage nothing was done for 6 DAYS! AT day 6 I decided to move my belongings off site!

  9-The detach garage I had with my old lease they broke the lock and left my belongs in an unlocked garage thinking I left them behind.  Which was not the case forcing us to move our belongs out when our lease wasn't up for months.

  My convenient move has been unfortunately the complete opposite.  And honestly all I want is compensation for not having access to my attached garage for 45 days!

   

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

  Business response

  12/09/2024

  Hello Ms. ****** ******,
  
  Thank you for bringing your concerns to our attention. We take all feedback seriously and remain committed to providing a fair and equitable resolution within the terms of your lease agreement. After reviewing your claims, we believe our actions were appropriate, and no further compensation is warranted. We respectfully deny your request for compensation for the garage, mailbox key, or other inconveniences. Below is a detailed response addressing the key points raised in your complaint.
  The maintenance issue with the garage spring [makes a loud noise] was reported on 8/15/2024, and our team immediately scheduled repairs, which were completed on 8/16/2024. You then called back to report additional repairs needed which were completed by a vendor on 9/25/2024. During the repair period, you were offered the use of an alternate garage, which was declined. Despite our efforts to accommodate your needs, your decision to refuse available solutions absolves us of liability for any inconvenience experienced. Additionally, the garage was a detached unit, and there was no impact on access to your residence. Per your lease agreement, the monthly garage fee remains in effect regardless of temporary maintenance needs, especially when alternative accommodations are provided but not utilized.
  
  The microbial growth repairs needed in your garage was addressed promptly after being reported. A specialized vendor inspected the space on 10/23, provided a quote, and began remediation immediately after. You were also offered an alternate garage, which you initially considered but ultimately refused on 10/26, citing personal preferences unrelated to the growth issue. We also note that you and your boyfriend independently attempted to address the growth issue without notifying management immediately, potentially contributing to the timeline. While we understand the inconvenience this caused, our team acted swiftly and in accordance with policy. Per your lease agreement, fees associated with the garage remain valid, as an alternate solution was made available. Similarly, compensation for maintenance delays is unwarranted given the timely response to your requests and the availability of offered solutions.
  
  Your mailbox key concern was submitted to our office on 9/16/2024, and our team provided new keys on 9/18/2024. We regret any inconvenience this caused during the interim. This two-day period is well within reasonable service expectations.
  
  We have a comprehensive record of your maintenance requests, which were addressed promptly:
  
  Closet door reinstallation completed on 8/11/2024.
  Shower drain repair and ceiling fan noise resolved within 2448 hours of reporting.
  Ice maker inspected twice and found to be functional (in defrost mode).
  Window trim concerns were acknowledged, and a work order was offered, which you declined.
  
  Our maintenance team worked diligently to resolve all reported issues within reasonable timeframes. While some follow-up was necessary, we reject the characterization that these matters were ignored or unresolved. Furthermore, your email correspondence on 11/25/2024 confirmed your decision to live with minor issues rather than pursue additional repairs.
  
  Our lease policies require all occupants to be listed on the lease for liability and communication purposes. Despite your boyfriends involvement in this matter, he has not been added to the lease, limiting our ability to accommodate requests involving him. Additionally, any claims regarding missed work or inconvenience on his behalf fall outside our responsibility as they pertain to an individual not listed on the lease agreement.
  
  Your $300 deposit from your previous unit was appropriately applied to your new ledger on 8/6/24. Your decision to retain possession of your previous unit until 9/22/24, despite the new unit being ready on 8/8/24, was made voluntarily. Any remaining balance or charges were detailed in your final account statement. Please contact the office if you have specific questions about charges.
  While we regret that your experience did not meet your expectations, we are confident that we have acted within the terms of your lease and company policies. Our records reflect that reasonable efforts were made to address your concerns in a timely and professional manner. In several instances, you declined solutions or declined further action, which limits our liability for any ongoing dissatisfaction. Our team remains committed to addressing any unresolved concerns. If you would like to revisit specific maintenance requests or discuss further, we are happy to assist directly.
  Thank you for your feedback. We value your residency and hope to resolve any remaining issues amicably.

• Initial Complaint

  10/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Lived at Springs at **********: 11/21/22-8/27/24. Staff did a pre-inspection 2 weeks before move-out and sent us a FINAL invoice of $780.18 2 days after moving out with damages which we were getting ready to pay. We never received a pre-inspection report allowing us to make any additional repairs IF noted. Then almost 2 weeks later, send us some other invoice in the amount of $2,240.18. We disputed it and all they can say is sorry their staff didn't follow procedure and they will retrain their staff for not following procedure. Since their payment portal doesn't allow us to pay the $780.18 we asked to adjust the invoice or provide us with documentation of the charges. We tried to escalate to corporate which in turn handed off to some "customer care coordinator" who doesn't "care" about the "Customer" . They did not follow their own procedures and now we have to take the fall from their poor management not only with the staff onsite but also at the corporate level. We've been going back and forth and getting no where.

  Business response

  10/14/2024

  The Springs at **************** has received your grievance related to your residency at our community and applicable move out charges for apartment home damages. Prior to selecting our community to reside in you were fully aware we were a smoke apartment community. Your signed lease agreement also communicates The Springs at **************** as being a smoke free community.
  Your ************* Complaint does not align to your signed lease agreement and extensive damage to our unit from two years of heavy smoking in the unit. To restore unit and make it a rentable space to the next lease holder **** had to invest money, maintenance labor and vendors to replace carpet. We've had to replace all window blinds, outlets, vent covers, hardware, lighting fixtures and hire outside painters to paint unit to remove the extensive yellowing of smoke and odor.  
  The Springs at **************** is also a very friendly pet friendly community. We welcome pets with the expectation pet owners such as yourself would adhere to your lease agreement and pet addendum. Unfortunately, the additional rentable garage space attached to your apartment home was used as a space to let your dog relieve themselves versus the outdoor spaces located throughout our community for pets to relieve themselves.
  We are still repairing the extensive damages from odor of cigarette smoke and dog urine in the attached apartment home garage.  The Springs at ********** will continue to work with our maintenance team and vendors to restore our unit back to a rentable space for a new leaseholder looking to rent a home marketed as a smoke free community and with responsible pet owners.
  
  

• Initial Complaint

  08/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On August 16, 2024, I did an online application for the Springs at ********* in *********, ** which is owned by Continental Properties. I paid $75 for the application fee, $200 for the administration fee and $300 for the deposit. On August 20, 2024, my application was approved by *************************,Centralized Leasing and Administrative Specialist Continental Properties On August 21, 2024, I received an email from ***** with Springs at ********* with a Move-in statement which added additional fees for *************************************** *****.Also, on August 21, 2024, I received an email from ******************************* that states: Your application was Approved with a refundable security deposit of $300.On August 22, 2024, I emailed ************************* at Continental Properties and ******************************* to let them know that I do not want to move forward with the move in which was set for August 23, 2024 pending the signing of the lease which I didnt sign.I received a phone call from ***************************** with Springs of ********* on August 22, 2024 at 3:41pm from phone number ************ telling me that since I was no longer interested in moving into a unit at Springs of *********, I will not receive the $300 deposit back and I will not receive the $200 administrative fee back.My understanding is that if I decline to sign lease documents because I am not interested in moving into an apartment complex in which every day I am told about a new fee and I have several emails from several different email addresses within Springs of ********* that are asking me to pay different amount of monies for the new add on fees and the remaining days of August pending a lease to be signed.Its completely clear to me that every person who works for Continental Properties and/or Springs at ********* are not working together as no one knows what the next person is doing.I demand to receive in total $500 back from this company since no lease was signed and ample notice was given.*******

  Business response

  09/04/2024

  Hi *******,
  
  We appreciate your interest in Springs at ********* and strive to make our application process as trouble-free as possible. I can confirm that on August 16, 2024, you did an online application for the Springs at *********. During the online application process, you did pay $75 for the application fee, $200 for the administration fee and a $300 hold fee for the apartment. The $300 hold fee is applied to the unit as a security deposit at the time of lease signing. The hold fee is only refundable in the event your application is denied for residency, not upon cancellation of your application. Failure to execute a lease agreement or refusal to occupy the premises on the assigned date results in the hold fee, administrative fee, and any subsequent fees paid at the time of application to be non-refundable. Attached is a copy of your signed application where these stipulations can be found on the bottom of page 6 and top of page 7 under the Consent Form. As you mentioned, on August 20, 2024, your application was approved by *************************, and on August 21, 2024, you received an email from ******************************* with your welcome letter for move in. On August 22, 2024, we received your email letting us know that you did not want to move forward with the move in which was set for August 23, 2024. Upon receiving your email, our on-site community manager, *****************************, called you on August 22, 2024, to find out more regarding your decision to not move forward with your approved lease. During this call, we did inform you of your signed application to ensure you were aware that upon cancelling your application you would not receive the $300 hold fee back nor the $200 administrative fee. Our team reached out in an attempt to answer your questions regarding canceling your lease and receiving a refund as soon we were aware you were no longer interested in moving forward. We want to provide transparency in our leasing process and ensure that you fully understand the signed rental application. Our team is still available should you have any additional questions that we can help provide clarity on.

• Initial Complaint

  08/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been trying to get a leak fixed for over a year in my apartment and now that I bring up ending my lease they want to try and fix it I just need someone to talk to about ending my lease I have all the information and proof to support this please someone just contact me.

  Business response

  08/06/2024

  The community manager followed up with ****** in reference to his ceiling leak and informed him that we have found a solution and will begin making the repairs today from the outside and will follow up again on Thursday to ensure that the ac hasn't leaked. We will then have our contractor go in to repair their ceiling damage on Friday (if approved by them because they have a dog).

• Initial Complaint

  04/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The business that is now only allowing residents to use the trash area during office hours. The trash area is completely closed and they solution was valet trash. This is a break of contract because nowhere in my original lease does it say you cannot use the trash facility that I am charged monthly for now only 6/7 days and not after normal work hours. This is a perfect example of lazy management who would rather punish all residents than do the work and figure out the actual perpetrators. The valet trash that we pay on top of paying for the trash facility only comes Sunday-Thursday. This means on Saturdays we cannot throw anything out past 4pm. Management is essentially forcing trash to stay in our apartments if it accumulates to full past 4pm on Saturdays. Being entirely closed on Sunday should be considered a health violation, having to wait for valet trash to come some time at night, it is never consistent. Valet trash also does not come on holidays nor bad weather conditions, if that was to fall on a Sunday the residents would be paying full rent, full pre-billed utilities and unable to dispose properly of waste. I have never heard or could not even think something like this would be an option management would consider. This is unprofessional and creating unsafe conditions forced upon residents. If I am now only paying for certain times to dispose of trash, unlike what I originally signed in my contract, I should be billed accordingly and have some sort of financial credit now that I know they can break their side of the contract anytime they have a problem they cannot fix.

  Business response

  05/03/2024

  Hello,

  Cleanliness in the community is a top priority and we are happy to discuss opportunities available for disposing of trash when Valet Living is not an option. Our onsite community manager ****** has reached out to this resident to further discuss. If there are any additional concerns she is available to continue the conversation. 

  Thank you

  Customer response

  05/03/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *****************************
  

• Initial Complaint

  04/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Applied for an apartment and they kept raising the rent price, telling me I was approved and then I wasn't so I canceled my unapproved application by their own words. I should have been refunded instead they have not returned my money's and un rightfully charged my young daughters credit who signed no documentation with them $101.I would like a refund of $374.00 for services not rendered, and the charge of $101 removed from my daughters credit report **************************************.

  Business response

  04/25/2024

  Hello, 
  We sincerely apologize for the challenges you've faced during the application process, and we deeply regret any inconvenience caused. Your feedback is invaluable to us, and we assure you that we take these matters seriously. We understand the frustration caused by miscommunication,errors in the process, the outstanding balance due to the stop payment on your account, the changing move-in dates, and the deposit issue. We also want to acknowledge that your application was indeed approved, and we understand that some missing documents were needed from you to complete the application process. Our records indicate that we made multiple attempts, both via phone call, email, and text, to request the missing documents. If you're open to it,we would appreciate the opportunity to discuss your outstanding balance issue and provide clarification on your final account statement. Your satisfaction is important to us, and we're dedicated to making things right. 

  Customer response

  04/25/2024

  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, details of the offer I reviewed appear below.
  
  I have contacted the corporate office multipletimes with no response,  my application was not approved and my daughter ************************************** did not sign any application documents. I am requesting my deposit be refunded and that the $101 fraudulent debit be removed from my daughter ************************************** credit report. I am prepared to contact a lawyer and my local news.

  Thank you
  
  Regards,
  
  ****************************************

  Business response

  05/08/2024

  
  Thank you for your message regarding the lease contract for *************************** ******, *************************, and *************************.
  I want to clarify that the signed lease agreement by all parties serves as our official documentation. This agreement outlines the terms and conditions, including financial obligations, agreed upon by all parties involved. Therefore, charges were applied accordingly based on the terms outlined in the signed lease. This lease is attached. 
  As such, no changes will be made to the charges incurred.
  However, we understand your concerns, and we are committed to addressing them. If there are specific issues or discrepancies you would like us to review, please provide further details or documentation. We will investigate the matter thoroughly and provide any necessary clarification.
  We appreciate your understanding and cooperation in this matter. Should you have any further questions or concerns, please don't hesitate to reach out.
  Best regards,

  Springs at ***************;

  Customer response

  05/09/2024

  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, details of the offer I reviewed appear below.
  
  This is just a repeated reply from the company, no one had responded to my calls to solve this matter. I would like my deposit refunded to me since my application was not approved.
  
  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. ↩