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:09/10/2024

  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.

   
  Complaint: 22264110
  
  I am rejecting this response because: I was told by ******** that the lease agreement could end in February 2025. I asked her for an end date of December 2024 since ******* is the start of a new semester.  I have not received any help in subleasing as indicated in the response. I received the following message from Chelsea *********** we are currently not at 100% full on any of our floorplans, so we still have our own bed spaces to fill. .
  
  

  Business Response

  Date: 10/08/2024

  Ms. ************************* you for reaching out to us regarding your concerns. We understand that the leasing process can sometimes feel overwhelming, especially when decisions for the upcoming year must be made in advance. As a student-centered community, we begin our pre-leasing process early each year to allow current residents the opportunity to secure their housing before it becomes available to new applicants.
  
  We want to clarify that, while we provide a window of opportunity for current residents to renew, the choice to renew is always voluntary. Our communication efforts are intended to keep residents informed about these important deadlines, not to create undue pressure. We apologize if these reminders felt otherwise. Additionally, if a lease renewal was not completed by the deadline, there was always the option to opt out and allow your sons lease to end in July without an obligation to continue for the next term.
  
  Regarding the lease renewal and rent increase, these adjustments are based on current market rates and demand, which is standard practice across student housing communities. Once the lease is signed, it is a binding agreement for the full term, and we honor this for all residents. While we cannot release your son from the contract, we do offer assistance alongside you in finding a replacement tenant if he is no longer able to fulfill his lease, once we are at market capacity. 
  
  We genuinely appreciate your understanding and are here to help facilitate the re-let process if your son would like to explore this option. Please feel free to reach out to our leasing office if there is any further assistance we can provide.

  Business Response

  Date: 11/04/2024

  Ms. *************** style="color: rgb(0, 0, 0); font-family: proxima-nova, Verdana, sans-serif;">
  Thank you for reaching out to us regarding your concerns. We understand that the leasing process can sometimes feel overwhelming, especially when decisions for the upcoming year must be made in advance. As a student-centered community, we begin our pre-leasing process early each year to allow current residents the opportunity to secure their housing before it becomes available to new applicants.
  
  We want to clarify that, while we provide a window of opportunity for current residents to renew, the choice to renew is always voluntary. Our communication efforts are intended to keep residents informed about these important deadlines, not to create undue pressure. We apologize if these reminders felt otherwise. Additionally, if a lease renewal was not completed by the deadline, there was always the option to opt out and allow your sons lease to end in July without an obligation to continue for the next term.
  
  Regarding the lease renewal and rent increase, these adjustments are based on current market rates and demand, which is standard practice across student housing communities. Once the lease is signed, it is a binding agreement for the full term, and we honor this for all residents. While we cannot release your son from the contract, we do offer assistance alongside you in finding a replacement tenant if he is no longer able to fulfill his lease, once we are at market capacity. 
  
  We genuinely appreciate your understanding and are here to help facilitate the re-let process if your son would like to explore this option. Please feel free to reach out to our leasing office if there is any further assistance we can provide.

• Initial Complaint

  Date:02/08/2023

  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.

   
  Complaint: 19367906
  
  I am rejecting this response because: the response is a canned response and is unfounded.  A 50% rent increase over a two year period far exceeds the national rate of inflation.  I understand about having to keep up in order to pay staff and buy supplies but mortgage payments stay the same.  I understand there is a tremendous demand for student housing at JSU and it is easy to raise the rents when demand is high and supply is low.  However, this level of rent increase is criminal and represents why the rental/apartment industry is not trusted.  I guess it was too much to hope for that this year's rental increase would be waived.  I seriously doubt rents will be decreased in the same amount when the US enters a severe recession and people can no longer afford college. 

  All I'd like is for my daughter's rent to remain the same for next year.  I like where she's at and she finally has a wonderful roommate.  I see her staying in that apartment until she graduates in late 2024/spring 2025.

  
  Sincerely,
  
  *********************

  Business Response

  Date: 02/09/2023

  **************,

  Thank you for your communication. We understand your position and sympathize with the frustration that apartment tenants and applicants are facing with rising rents throughout the nation. Rental rates are determined and set by market conditions and our inflationary costs to include property taxes and insurance, which has been well above the norm as well. In efforts to reward our renewing tenants, we always begin our leasing cycle, albeit several months prior to the commencement of a renewal lease due to the nature of the academic calendar, with lower rates. These rental rates gradually increase throughout the course of the pre-leasing cycle, which in Jacksonville, AL, is fast-paced.

  Again, we greatly sympathize with your frustrations and hope to see the economy normalizing in 2023 to provide much needed relief to us all.

  Thank you,

  *********************

  Regional Director