Complaints

This profile includes complaints for The Preserve at Chateau's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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The Preserve at Chateau has 2 locations, listed below.

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  The Preserve at Chateau

  515 Chateau Dr SW Huntsville, AL 35801-3409

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  The Preserve at Chateau

  2002 Richard Jones Road Nashville, TN 37215

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:09/15/2022

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Signed a lease based on touring a model unit.
  Upon move-in/1st inspection, found a wall with water behind it, water stains/soiled ceiling tiles that were still damp, shower heads missing, etc.
  
  Apartment manager agreed to cancel lease with full refund of deposits & rent costs.
  Have not received refund. Apartment manage states it will take 9 weeks to process my credit card refund.
  
  I would like a refund of the Administration Fee of $200.00 & the Application Fee of $75.00, as well.
  I was denied these refunds, even though the apartment was not habitable upon move-in.

  Business Response

  Date: 09/15/2022

  Good Morning!

  Thank you for reaching out and allowing us the opportunity to address this complaint and hopefully help to resolve this for Ms. *******. Upon move in day and walking the apartment, Ms. ******* and her co-applicant did note some complaints/maintenance issues needing to be addressed. They then signed their lease, paid their move in cost and received keys to their apartment home, as we had of course agreed to have maintenance come address their noted issues. The following morning, Ms. ******* and her co-applicant informed our office that they had changed their minds and did not want to take the apartment. We did show another available apartment home that would be ready shortly, however they let us know that they decided not to move in to our community.

  Per her request, we cancelled her lease with us and began processing her refund check. As we have relayed to Ms. *******, once submitted for refund request, the request must go through an approval process with our corporate office to review and approve, then accounting processes checks and mails out. This process can take up to 9 weeks (though this is not typical). Upon emailing with Ms. ******* yesterday (09/14/22), we explained that we absolutely understand her desire to receive the refund of her move in costs paid, and we would be attempting to expedite this process for her by reaching out to our corporate offices and accounting. Our team was able to successfully expedite and get her refund approved and check cut to be mailed out this morning (05/15/22). We have notified Ms. ******* via email of the check number detail so she may be on the lookout for her refund payment. 

  Although we are of course absolutely happy to refund the move in cost for her, we are unable to refund the administration fee and application fees per the Acceptance Requirements electronically signed by Ms. ******* on 07/13/2022 along with submitting her online application with us. 

  Again, thank you so much for reaching out and allowing us the opportunity to assist in resolving this for Ms. *******. Our ultimate goal is to get this resolved for Ms. ******* as soon as possible, and at this point in time, per her request, we have expedited the refund process for her and cut her check this morning to be mailed out.

  Please do not hesitate to let us know if you have any questions or if there is anything further we may assist with in this.

  Yours in Hospitality,

  Customer Answer

  Date: 09/20/2022

  
  
  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.