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Business Profile

Apartments

reNEW on Stout Apartment Homes

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:01/11/2023

    Type:Product Issues
    Status:
    Resolved
    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.
    I booked a stay at this facility ( Renu Downtown Denver) last Wednesday 4th of January through Booking .com. I was charged a total of $195.37 as shown below for my stay 1 apartment$53.13 ***** % TAX$24.74 US$ 95 Cleaning fee per stay$95 **$ **** Resort fee per stay$**** Price (for 4 guests)$175.37 Additional charges The price you see below is an approximate that *** include fees based on the maximum occupancy. This can include taxes set by local governments or charges set by the property.Property service charge (US$ **** 4 guests 1 night)$20 Final Price (taxes included)$195.37 As soon as we checked in, we realized the place smelled awful and was dirty. There were crumbs scattered on the living room carpet which makes me believe it had not been vacuumed at all The worst and gross part of all was when we were about to lay our children to sleep. My wife removed the sheets to double-check for cleanliness and found there was dried stinky blood and some tissue on the mattress underneath the blankets. I immediately contacted the supervisor whose name is **** and asked me to send pictures which I did to their contact number. We left the property immediately. My wife refused to lay the kids to sleep in any of the two beds and we had to look and pay for another hotel to spend the night. I am requesting a full refund of the $19**** I was charged because I think it is not fair they charge $9**** for the cleaning fee and they do not clean properly after another guest is gone. I have tried to contact ****, the supervisor many times, and he just delays the complaint by saying they are "investigating" the issue. He explains that is a housekeeping department issue. After a week they have not attempted to contact me at all. I am the one who has endlessly tried to touch base with somebody, but I have been unsuccessful. I would appreciate your help, support, and all you can do to make these people take responsibility for the services they promise but they don't accomplish.

    Business Response

    Date: 01/23/2023

    This is the response to the letter sent to **************************** and ReNew on Stout, regarding ID #********. ******************** on Stout is a residential building that leases apartments for 3 months or longer. The complaint is referring to a thirdparty licensed company that rents out the space for a short term rental. Any inquiry or request for a refund will need to go directly through that company. Please see the company contact information below. We have reached out to them as well so they can contact the person who submitted the complaint. 
    *************************** 
    *******************;
    ************
    ************************************************
    *************************** 
    Admin 
    ************
    ***************************************
    Thank you, 

    Customer Answer

    Date: 01/25/2023

     
    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.

    Sincerely,

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

reNEW on Stout Apartment Homes is NOT a BBB Accredited Business.

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