Complaints

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• Initial Complaint

  Date:02/23/2024

  Type:Customer Service 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.

  On February 10, 2024, my wife ***************************** and I visited the property in person to apply. We paid $200, $100 for non-refundable application fees and $100 for a refundable holding fee. When we applied, we were explained the terms and application requirements. One of the "requirements" explained to us was that we could not have any unpaid fees sent to collections from past owed lease agreements. I explained to the property lease agent that I had a financial hardship situation which forced me to end a lease agreement early. I signed a Payment Arrangement contract with the prior lease organization, who in turn gave me the ability to make payments without affecting my rental history. The lease agent, named *****, said we would be fine as long as our credit, rental history, and the payment arrangement did not reflect on my credit report. ***** checked our credit and rental history, and said "You guys are good." Therefore, he proceeded with processing our application. On February 22, 2024, I received an email from manager *****************************, who stated they would not process our application based on the previously mentioned Payment Arrangement. Based on their actions, I believe Broadview Apartment Homes did not use good faith in processing our application, and basically obtained an easy $100 from us, since they took a non-refundable fee from us. We were lied to from the beginning of the application process, therefore, I strongly believe the $100 should be refunded to us based on false pretense by the leasing agent, *****, choosing to procedure forward with our application, knowing I had a Payment Arrangement. I believe due to their un-ethical actions, we should receive a full refund of $200, as they have caused us to lose time on finding an apartment.

  Business Response

  Date: 03/05/2024

  When ********* applied with ****, it was not disclosed that the payment arrangement, made between ********* and the prior property, was not fulfilled and paid in full. It was unknown before verifying *********'s rental history that he currently owes another property. Once we received the rental verification, it was found out that ********* still owed the previous property he rented from. Had the payment arrangement been paid in full, we could have approved *********'s application. This resulted in *********'s application being declined for unsatisfactory rental history, which is one of our rental requirements that must be met by all applicants. These requirements are clearly provided to each applicant before they apply, and they were also signed by *********, acknowledging that he understood our rental requirements before applying. It also states on the Rental Requirements page that the application fees are non refundable. Since we work under strict fair housing laws, we have to process each application the same, so we could not approve ********* as he did not meet our rental criteria under Satisfactory Rental History, nor can we refund the $100 application fees, as we would be going against fair housing laws. Our business has no gain from collecting application fees, as those fees are directly paid to our credit/background processing company, Onsite. Therefor, solidifying that there are no unethical practices being done in our office. *********'s holding deposit of $100 was refunded directly to *********. I have attached copies of the signed rental requirements by ********* and his wife, as well as the receipt for the holding deposit that was refunded directly to *********. 

  Customer Answer

  Date: 03/05/2024

   I am rejecting this response because:
  
  While I understand the rental policy upheld by Broadview, I disagree with their claim that I did not disclose the payment arrangement was fully not paid. I clearly explained to **** that I did not have a large balance, to which **** responded by asking when it would be paid off by. I responded to **** that it would be paid off by May. The fact that their claim of me not discussing the payment arrangement details, demonstrates a lack of integrity from their staff. I wish their organization had audio and video recording in their lobby as proof of my claim. I no longer wish for the refund of the application fees, but I also do not their accept their response which contains a lie that I never said.