Complaints

This profile includes complaints for Auburn Realty, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Auburn Realty, LLC

  233 W Glenn Ave Auburn, AL 36830-4741

  
• 

  Auburn Realty, LLC

  PO Box 3688 Auburn, AL 36831-3688

  

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:01/11/2023

  Type:Billing 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.

  In December, I applied for a property that was listed on their website as available. I paid the required $75 application fee and completed the application. I received confirmation and a receipt with the address of the property that I applied for. A few days later, I received an email that the property was not available as an application came in before mine and a lease had been signed. I was told that I could move the fee to apply for another property. There was not another property that was equivalent to the property available. I requested a refund. I was then told the application fee is non refundable. I do not agree that the company can keep application fees for a property that was listed as available but was already leased. I basically paid for an application to a property under the false pretense that it was available. This is fraud. They could list multiple properties that are not available and collect fees for applications that are never processed.

  

  Business Response

  Date: 01/12/2023

  Properties are not taken off of the website or deemed
  unavailable until a lease has actually been signed. Mr ****** was told within a
  timely manner (within 48 hours) that we already had an approved application on
  the property (as a lease had not been signed yet) and offered other available
  properties.

  Four weeks later, Mr ****** contacted our office and spoke
  to a leasing agent (college student) who was not aware of the details behind Mr
  ******’s particular situation. She let him know that our Application Fees were
  Non-Refundable according to our company policy but that he would need to email
  our Leasing Manager regarding his specific issue.

  When he emailed the Leasing Manager, she informed him that
  the application fee would be refunded, but that she would have to speak with
  accounting due to the length of time it took for Mr ****** to let us know that
  he was not interested in any other properties. Accounting was able to refund
  the application fee on ********** ******* ***** **** at 9:46AM ***,
  which is before the BBB Complaint was sent to Auburn Realty.

  
  Auburn Realty maintains that its company standards are fair
  and honest and not fraudulent as Mr ****** states in his complaint, which is evident
  by the tasks and timeline in this particular situation. Please see timeline below:

  
  ******* ****** *** Application #1 Received
  ******* ****** *** Application #1 Co-Signer Received
  ******** ****** Application #1 Approved
   ********* ****** *** Application #2 Consigner Received
  1******* ****** ***- Lease sent out for signing on
  Application #1
  ********* ****** *** Email sent to
  Mr ****** letting him know that an application had already been received and
  approved for ******* **** ***. All other available properties  were offered
  along with a transfer of his Application and Fee.
  - ****** ****** *** Mr ******
  responded letting us know that he did not see another property that he’d be
  interested in and would like a refund of his application fee.
  ******** ******* ************* ***
  Mr ****** called Auburn Realty and spoke to a Leasing Agent ******** *******)
  who was not privy to all of the details regarding his particular situation. She
  let Mr ****** know that our Application Fees are Non-Refundable, but he would
  need to speak with the Leasing Manager regarding any differences to that
  policy.
  ******** ****** *** Mr ******
  emailed the Leasing Manager regarding the issue stating “I need you to respond
  in writing that you are denying my refund of $75 for an application to a
  property that was not available at the time for my application. Basically, I
  paid money to apply for a property under the false pretense that it was
  available.”
  ******** ****** *** Tasha ********,
  Leasing Manager, responded.
  I am not denying your request for a
  refund. Our office received your email confirming you did not want to transfer
  your application less than 24 hours ago. Due to the timeframe from when you
  first applied *********** ******* and were notified the property was not
  available *********** 4:25pm) to the time you replied letting us know your
  intent ********** ******) I am unable to refund the application fee to your
  credit card. Now that we have received communication from you and know you
  would like a refund, I will notify our accountant that an application refund is
  needed. I have responded in writing that we will refund your application fee,
  however, it will not be immediately.
  -******* ****** *** Auburn Realty
  Refunded Mr ******’s Application Fee
  ******** ****** *** Auburn Realty received
  an email that a Better Business Bureau Complaint had been filed.

   

  Michelle S****

  Property Manager

  Auburn Realty, LLC