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:08/10/2022

  Type:Product 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.

  Company claimed to be an apartment; required rental application with various personal, employment, financial history; stated could cancel without penalty; required cashiers check; charges monthly rent with utilities included. Initially stated no one after hours and individual has to pay if key card malfunctions and individual is locked out. After move-in stated is a HOTEL with a daily (not nightly rate). I am not able to understand their purported accounting and my 'balance.' It doesn't add up to either method. Additionally, they are miscalculating days of rental. Company uses four or five different business names. Unable to find some names registered with state / county. Refused to provide refund when asked. Has not provided copy of document requested. Has not responded to concerns / questions. Company appears to plan to lock me out within the next day despite having paid through over a week longer.

  Business Response

  Date: 09/02/2022

  ************************* stated in her complaint that we claim to be an apartment. We are not an apartment, Bella Vista offers extended stay. We do screen our guests for credit and background due to the extended stay. We do allow our guests to cancel without penalty as we did with *************************. We require cashiers check or money order for the deposit because we only accept verified funds for the deposit and we do not accept cash. ****** stated that we do not offer after hours assistance, our office is closed from 6PM-8AM but we have an after hours answering service and a standing security guard from 5PM-8AM. I attempted to explain ******* account showed a credit, not a balance due. After many attempts I could not help ****** understand that she did not owe Bella Vista. I am unsure about ******* claim about using different business names, she may be confusing sister properties managed by Vista International. ****** demanded a refund same day, I explained that we could not process a refund from our office at Bella Vista but we could have a refund mailed to her from our ************** once she vacated. I provided ****** with every document she signed or that was relating to her stay with us. ****** claimed that we were withholding a document from her but she could not say what the document was about, what it looked like or what it was concerning. After ****** vacated the room she demanded that we have the ************** mail her refund to our Rancho ******** office so she can pick it up. Despite numerous attempts ****** has not picked up her deposit. We request a written letter or email from ****** with a valid mailing address so we can refund her credit and deposit. Otherwise she is welcome to pick up her check as previously agreed, we only ask that she picks up her check promptly.  

   

  Best Regards,

   

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

  Assistant Regional Manager