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:08/28/2024

  Type:Order 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.

  This organization claims they are there to help those who are at risk of homelessness. I submitted all the required documents and proof of hardship and applied for rental assistance. Their application process in my opinion was very difficult to navigate and very lengthy. Instead of helping my family and myself, I was told they were not going to approve my application because according to them I had enough income to pay my rent first and didnt care if I had any money left over for food, utility bills and other necessary household expenses. They are unethical, biased and unjust and makes me wonder if they are allocating the county funding properly. From what it looks like I am not the only one who theyve done this too. Organizations like this should really be looked into. Instead of helping they are putting families out of their homes by picking and choosing who they want to help!

  Business Response

  Date: 09/12/2024

  Good afternoon,

  I understand that Mrs. ***** needed assistance with her rent. As a small agency, we receive over 600 calls a month for aid, and unfortunately, we cannot assist everyone. Mrs. ***** has also filed a complaint with San Bernardino County. Even though our remaining funds are not county-issued,we have tried to address her concerns.
  First and foremost, our application process is determined by our funder. We understand that it may seem lengthy and complex, and we apologize for any inconvenience. We strive to assist as many callers as possible at Victor Valley Family Resource. However, not every call will meet the necessary criteria. We work diligently to help as many people as possible with our limited available funds. When our funds are depleted, we make every effort to refer to other agencies that may be able to assist.
  In reviewing applicant files, we review for the following criteria:
  if the applicants meet income qualifications
  Was enough income within the documentation to pay the requested assistance
  If there was, were there extenuating circumstances that prevented the applicant from paying the requested assistance
  Can housing be sustained with the amount of assistance requested
  If not, are there recommendations that can be made
  Is there enough funding available to meet the request
  After reviewing Mrs. ****** application, it was determined that the rent could have been paid. She had not paid rent or utilities for several months.  
  Unfortunately, we were not able to assist Mrs. ************** we wish her success in finding assistance with another agency.

  Sincerely,

  Dr. ****** *****/executive Director

  Customer Answer

  Date: 09/13/2024

   I am rejecting this response because:
  
  Some of the statements given from the business are incorrect. First of all the manager told me that the funding came directly from the county of **************. This is misleading information and its not right. This is why I also made a complaint with the ** county, because I was told by the manager that they received funding from the county. Secondly I did pay rent and utilities until it was very difficult financially considering that I still needed to put food on the table for me and my family. This is when I reached out to ***** to request assistance either for my rent and/or my utilities and you still denied my application, when you could have told me right from the beginning that I didnt meet YOUR criteria and not make me believe that I was going to get the much needed HELP! Again very misleading!