Complaints

This profile includes complaints for Concord Rents's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Concord Rents

  2605 Maitland Center Pkwy Ste A Maitland, FL 32751-4135

  
• 

  Beach Village Apartments

  1100 Beach Village Cir Palm Coast, FL 32137-3100

  
• 

  Lakewood Pointe Apartments

  11106 Lakewood Pointe Dr Seffner, FL 33584-4309

• 

  Newnan Crossings Apartments

  955 Highway 34 E Newnan, GA 30265

• 

  Concord Rents

  5150 Millenia Blvd Orlando, FL 32839-5620

  

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:09/19/2023

  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.

  In June of 2022, I submitted and paid the application fee for an apartment in ******** ****** *******. After submitting the application, I contacted SEVERAL times through phone and email from their contact box in their website to get my application status, provide any needed documents and get a final decision. As stated in the emails Concord sent me, I should have received an email AND a phone call within the next 24 hours, thing that NEVER happened. As I stated in my application, my required moved date was for June/July of 2022, as my lease was about to expire in July 31st, 2022 (I have proof of my lease at the time). After several weeks of not being able to get in contact through email and phone, I went to their office and same thing nobody opened the door. Therefore, I decided to renew my lease and move on. During the same timeframe, I $300 were charged to my account. My bank said it was a fee charged from Concord rents, which I disputed because it was not fair that to be charged a holding fee when NOBODY ever helped me out nor answered, not including that my lease expired and I had to renew. The bank proceeded to refund me based on what I provided to them. I thought all was resolved between the bank and Concord, until today I saw that there was a collections alert on my credit report. For background, I have been saving for over 3 years now and I am in the process of buying my first house in December. As soon as I saw the alert, I called to the agency that was owning this account for $300 and they told me they got my account from Concord/Lakewood Pointe for not paying their application fee, which was totally wrong to me as the application was paid. Researching my SPAM inbox, I saw a concord rent collections employee attempted to reach out to me in December of 2022, and June of 2023. However, I NEVER received a mailed letter or phone call in the past, and I NEVER spoke with any representative from concord rent until today I saw that collections alert on my credit. This employee is called John C******. Once I attempt to contact John today September 14th, 2023, I got the MOST disrespectful, unprofessional and rude employee I have ever encountered. I truly hope the call is recorded, where you can listen how poorly and disrespectful he treated me when I always treated him with respect and professionalism. All I wanted was to get him to listen to me, and he will not stop yelling at me it was my fault, and that I was screwed now because of me, that they had until June 2023 to find an apartment, and as I disputed with my bank, so now it was my responsibility to pay. He then hushed me up and said moving forward I could only talk with the third party collections agency, and then he proceeded to hung up on me. I called him back 4 times to his direct line to get superior involved as he truly lacks respect and professionalism. On all of the calls he picked the phone saying that I cannot call them back them ever again, and if I did it, they will call the police on me for harassment. He hang up on me 4 more times. I then called the general concord collections number; however, the call was transferred again to him, where he then now proceeded to yell at me and say his manager was listening to the call, and that nobody in concord will listen to me. Trying to find an email address to send an executive complaint to concord rent senior management, I found I was not the only person complaining about this deceptive business practice, where over 30+ were also complaining of the $300 “holding” fee, and that NOBODY ever answered their calls, emails and helped them in person when they went to the office. Unfortunately, on my case it has a more severe consequence than paying $300, as now my whole credit score and dream to buy my first home have been screwed. I talked to the collections agency and proceeded to pay the $300, but they said they will not be able to remove the collections mark from my credit report and will remain for 7 YEARS.

  Business Response

  Date: 09/19/2023

  Unfortunately,
  your debt is not with us anymore and has been turned over to *********** ***** who is a 3rd Party Collection agency.  You would need to discuss any payment
  arrangements and settlements with them to get your account closed. 
  
  We
  appreciate your response and feedback regarding this matter.  
  

  Customer Answer

  Date: 09/19/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Concord Rents were responsible for sending an account to collections of a holding fee I should have never been charged. What is more frustrating is the fact on SEVERAL previous complaints here on BBB, you decided to not charge the fee as Concord rents realized that they were wrong on charging customers for a holding fee when NOBODY answered the freaking phones, emails or even the door. Now am I supposed to pay for something I should have never been responsible for and I fairly and accordingly disputes with my bank? 
  

  Yes, the account is with a third party because you sent it to them knowing this should have never been charged on first place. Now you scree my credit and your response how you wash your hands is “make payment arrangements  with them”? 
  

  Really? Apart from screwing your applicants and charge them for a few when nobody answered, you now come and say good luck with the collections agency? 
  

  What  surprises me the most is how inconsistent you are when doing those decisions and who you charge that fee. Why did the above customers got their money back and were never sent to collections? Why you did that to me when I have all the proof you never got back to me and only sent a SPAM email about it? Why if I have legitimately disputed that charge with my bank showing proof of what you did and how you rip people off? 
  

  Apart from unethical and illegal, you are unfair, inconsistent and insensitive to the damage YOU all caused for your terrible procedures, customer service in place, and communication. 
  

  I am NOT satisfied with this response and will keep fighting it, even in court, to show what kind of business practices you have done with SO many people now, and how inconsistent you are with your acts and responses. 
  

  The only thing I am requesting is you send a letter to the collections agency admitting the account referred to them is invalid and should be closed for not being valid under the fact that those $300 should have never being charged, and I legitimately disputed it with my bank after proof of no contact, response or communication from you, which is the same situation dozens of people have submitted a complaint with BBB.
  

  Please let me know if this is your final decision, so I can then start to look and go through the legal route showing the HUGE negative impact you all did with my family, credit history and plans to buy a home. 

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

• Initial Complaint

  Date:09/19/2023

  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.

  the account is not mine. i asked them to validate & they couldnt

  Business Response

  Date: 09/19/2023

  We have copies of all documentation that was submitted by the applicant back from the original application date of September 2022. Among the documents is a photo copy of a drivers license. Our records do not show where our office has been contacted by ****** ***** regarding this outstanding balance. 

  Business Response

  Date: 09/20/2023

  The account is for a cancelled application. It is not being stated that ****** ***** resided in the property in question. The account is in the process of going to a third party agency. Once it is placed then all disputes can be sent to the third party. 

  Customer Answer

  Date: 09/20/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:09/06/2023

  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.

  When I first moved to this apartment complex in 2022 they said they would put a washer & dryer in my unit. They never did. My lease is up & I moved out. They said I would get reimbursed. They never did! Trying to contact someone in the office is useless because they always have the door locked & contacting them on the phone is useless because they never respond. Parking spot; they charge $50 a month. I told them I don’t need parking to have it removed. They never did! Every month I paid for parking I never used! My security deposit was $1200. They just sent me a check for $950.44. It took a few calls to find out where the other $250 went! They told me I had to shampoo the carpet so I did and sent them proof of it. $120 paid to be exact! ***** ******* was what got me on the list. Insurance & water bill is paid monthly with your rent via this app they have so I don’t understand these insurance charges on this form they sent me. Some are listed just as USAGE! Usage of what?? I need the remaining $250 of my security deposit & reimbursement for not having the washer & dryer in the unit for one whole year! Also reimbursed for the parking that I went in multiple times & called and told them to remove it! I have provided proof of the shampoo carpet receipt. And the last electric bill payment I made.

  Business Response

  Date: 09/11/2023

  We received an email via our Public Relations email account on 9/5/2023.  At that time, we reviewed all the details for the move out of Ms. ********* with the property staff.  It was determined that the carpet had been cleaned by the resident prior to moveout and the invoice was provided to the office.  However, at the final inspection on August 2, 2023, a smell (described as "rotten plants" was in the apartment.  Our carpet vendor determined that the smell was not coming from the carpet.  Because the smell did not dissipate, we had to place an ***** machine in the apartment for two days.  The cost of this was deducted from the deposit.  In addition, the water usage bills for June and July had not been received at the time of moveout.  The amount of these bills was also deducted from the deposit.  Based on these findings, we determine that no additional refund was due.  A detailed account of all this is being sent to Ms. ********* via regular mail.  If Ms. ********* has further questions after receiving this letter, she can contact us by sending a letter to Refund Dispute, **** *** ******* ********* **  ****** 

  Business Response

  Date: 09/25/2023

  The response regarding the water bills:
  
  Water and sewer (USAGE) is billed a month in arrears.  By the time each month is paid, there is another month of billing.  Her 1st bill paid was for usage from
  7/19/22-7/31/22 for $20.40, paid on 9/1/22 so this was 45 days after move
  in.   Then the last water and sewer bill she paid on 7/1/23 was for
  service dates, 5/1/23-5/31/23.  RUM sent the bill mid-June due on July 1st so that is what she paid on July 1st.  She vacated on 7/31/23
  therefore her last 2 months of water/sewer billed at the time of move
  out.  Her bill for 6/1/23-6/30/23 was $22.40 and 7/1/23-7/31/23 was
  $25.93, per the Utility and Services Addendum signed, it does state this will
  be estimated and deducted from the deposit.  She signed this, its on page
  13 and 14 of the lease agreement attached.
  This is an excerpt from the lease agreement regarding water bills (Page 13/14  #5): 

  5. When you move out, you will receive a final bill which may be estimated based on your prior utility usage.  This bill must be paid at the time you move out or it will be deducted from the security deposit.

  Ms. ********* lived at the community for over a year and the water bill charges were listed on her ledger always as "USAGE".
  
  The apartment was provided
  in a clean, non-smelling condition at move in.   Upon her move out,
  it was determined that there was a smell in the apartment that required the use
  of an ***** machine to remove the odor present.   While she may be
  stating she didn’t have plants, we were simply describing what the smell was in
  general.  It could have been from cooking, body odor, plants, dirty shoes
  or even the product their carpet cleaning company used at move out but it was
  enough of a terrible smell to warrant the use of the ***** machine to remove
  the foul odor.   

  We hope this answers the items noted.  Again, we sent a letter prior to this complaint explaining all of the above.  

  Customer Answer

  Date: 09/25/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  So you’re now saying you guys described the smell as dead plants but now are saying it doesn’t mean it was dead plants? You guys are describing the smell? My apartment didn’t stink at all! My apartment was always clean as I lived by myself. NO PETS! NO KIDS! NO SMOKING! Nothing!  I don’t understand which part is you guys don’t understand! You guys can’t charge for something you cannot proof! You cannot just decide to say my apartment had a foul smell let’s rent an ***** machine & charge the tenant for it because you felt like it! This that you guys are stating is inaccurate & I don’t agree! I really don’t care how long you lived in this property & how you guys word stuff. You guys need to do better with wording stuff. You can’t just charge a person for something & just word it as USAGE. It’s like me giving you a bill for $50 & on that bill it just saids USAGE. USAGE of what? Just keep those $60 that according to ya it was for “USAGE” but you guys need to return me the $190 that ya charged me for the “***** CLEANER”! Now I don’t know how many other people you guys play this card with but ya ain’t playing that with me! I know how I left that apartment! That apartment was left spotless & odorless! 

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

• Initial Complaint

  Date:09/05/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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.

  Ever since I moved to this apartment complex none of my work orders have been resolved my water heater just broke there is a flood in my apartment they need to put new carpets not air blowers was with no AC FOR OR HOT WATER THE ENTIRE WEEKEND I have children with autism and ulcerative colitis here I need help to fix this issue and get reimbursement for all emotional damages

  Business Response

  Date: 09/18/2023

  Thank you for bringing this matter to
  our attention. We are sorry for any inconvenience that you have experienced. We
  will do everything we can to resolve the issue as quickly as possible. At this
  time, we have taken care of all your open work order requests and have completed
  all necessary repairs.
  
  In light of this and to ensure resident
  satisfaction, we have approved your request. Both parties have signed a mutual
  agreement.
  
  Please accept our most sincere apologies
  for the unfortunate experience.

  Customer Answer

  Date: 09/19/2023

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

• Initial Complaint

  Date:08/17/2023

  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.

  Taylor at ******* **** apts scams people I’m out 180 in application fees because she never said anything on having to have holding fee for application to be processed . I’m on limited income and how am I going to be able to look for more apts now . I think I deserve application refund I didn’t even get application finished . Not to mention she was rude and I was warned about how they treat people by an organization I talked to . I’m surprised anybody rents from them .

  Business Response

  Date: 08/28/2023

  This is in response to the BBB complaint filed August 16,
  2023 ID *********
  
  The complainant has stated that ******* **** scammed her out
  of her $180 non-refundable application fees by not communicating the
  requirement to pay a holding fee in addition to the application fees.
  
  When accessing the online application from our website ******************* the applicants click
  on a link that states “Let’s Get Started,” on this screen it is communicated
  that the application is a 2-step process and includes the requirement to pay a
  holding fee.
  
  The verbiage is listed on the application itself regarding that
  the application fee is non-refundable and the requirement of the holding fee:
  

  ... APPLICANT HAS PAID AT THE TIME OF APPLICATION A NONREFUNDABLE APPLICATION FEE AND HOLDING FEE. ADDITIONALLY, UPON APPROVAL OF THIS APPLICATION, APPLICANT SHALL PAY ANY ADDITIONAL DEPOSIT AS AGREED TO BETWEEN THE PARTIES. UPON EXECUTION OF A LEASE AGREEMENT, THE HOLDING FEE PAID WILL BE APPLIED TO THE SECURITY DEPOSIT. IN THE EVENT APPLICANT'S APPLICATION IS DENIED, ONLY THE HOLDING FEE WILL BE REFUNDED … 
  

  No
  information was withheld as this was not only communicated by the leasing agent
  but is also on the application process itself.
  
  The
  leasing agent also communicated that in order to secure the next available
  apartment home once the application had been fully approved required the full
  payment of the security deposit.
  
  This
  applicant was in fact pre-approved with our lowest security deposit for a
  three-bedroom apartment home and all that was required to access and complete
  the second phase of the application was the holding fee which is applied
  towards the security deposit once the application is fully approved.  
  
  Thank you,
  
  ******* **** Management

  
  

  Business Response

  Date: 09/11/2023

  This response is in reference to the rebuttal from Complaint ID *********

  The requirement of the holding fee was communicated both verbally and in writing. To ensure that all applicants are aware of the requirements prior to submitting the application and paying the non-refundable application fee(s) the website

  states that:

  Our application process has two phases. The first phase is to provide basic information so we may perform background screening upon payment of your application fee(s). Upon successful background screening, you will be prompted to pay a holding fee, which will secure your reservation for future occupancy and enable you to complete phase two of the application process to verify you meet the eligibility requirements. If your application is ineligible, your holding fee will be refunded.

  The verbiage is listed on the application itself regarding that the application fee is non-refundable and the requirement of the holding fee: 
    
  ...?APPLICANT HAS PAID AT THE TIME OF APPLICATION A NONREFUNDABLE APPLICATION FEE AND HOLDING FEE.?ADDITIONALLY, UPON APPROVAL OF THIS APPLICATION, APPLICANT SHALL PAY ANY ADDITIONAL DEPOSIT AS AGREED TO BETWEEN THE PARTIES. UPON EXECUTION OF A LEASE AGREEMENT, THE HOLDING FEE PAID WILL BE APPLIED TO THE SECURITY DEPOSIT. IN THE EVENT APPLICANT'S APPLICATION IS DENIED, ONLY THE HOLDING FEE WILL BE REFUNDED?… 

  No information was withheld from the applicant of the requirement to pay a holding fee.

   

  Customer Answer

  Date: 09/13/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: No ma’am I was not informed of a holding fee from your leasing manager I was told of the 180 application fee and not holding fee I explained to her I was promised that catholic charities was going to pay up to 1500 for security deposit I was never told about holding fee I wiuld of never applied I’m on a limited income I payed u for I thought to run my application and I didn’t even get that I basically just gave u a 180 for nothing how do u expect that to be fair  . 
  
  
  
  Sincerely,
  
  
  
  **** *****

• Initial Complaint

  Date:08/17/2023

  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.

  I applied for the apartment on 7/19 / and sentt the info requested and each time they would send a request for more info on 7/31 that wasn't available until at least the 3rd of August. O couldn't wait anymore and requested a refund on the holding fee in the amount of 300, today I received a call and the agent said that it was not refundable. The company was asking for future docs which was unacceptable as I provided all the documents that was currently avail I just want my 300 dollar holding fee back

  Business Response

  Date: 08/23/2023

  **** ****** Apartment Homes is part of the Affordable
  Housing Program which has strict income guidelines that we must abide by. The
  information requested is required for an applicant to qualify to live in the
  community as all residents must qualify and fall within the income guidelines.
  Our Application policy is made clear when an applicant applies, There is a
  non-refundable App Fee and a Hold fee which is only refundable should an
  applicant be denied for specific items. Cancelling an application or not
  providing the documentation is terms to which the hold fee is not refunded. Due to their desired unit
  size not being available in their time frame, the hold fee will be refunded.
  However the application fee is non-refundable in all cases.

• Initial Complaint

  Date:08/10/2023

  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.

  I submitted a deposit on August 2022 of $350 to put me on a waitlist for the apartment complex called ‘Venue at Viera Senior Living’ in Melbourne Florida. In April of 2023 I called Aleisha H***** who is the Community Director of this complex to say I had purchased a condo and no longer needed an apartment so please refund the $350. She said she would put that refund thru but as of today I have not received it and she now is not taking my calls or email.
  NOTE: The original credit card that was used for the deposit was deactivated as it was bought out by a different company in October 2022 so if she submitted that refund in April 2023 it would have been rejected. Aleisha H***** has stopped any communication with me and this has been unresolved since April 2023.

  Business Response

  Date: 08/24/2023

  On
  April 13, 2023, Ms. ******** cancelled her application for an apartment home at
  Venue at Viera. A refund disposition was completed. It was confirmed with the
  applicant that the card was still valid at that time.
  
  On
  June 20, 2023 a phone call was from Ms. ******** stating she has not received
  the refund. An emailed was sent to Accounts Payable Department and the response
  was  The refund shows successfully refunded to card ending
  in **** 4/14/2023. The transactions details would be the amount refunded of
  $350.00. The response from Ms. ******** was that this card was no
  longer working. A follow up email was sent again to Accounts Payable and a
  printout showing that the refund was sent to Ms. ********’s card was included.
  
  On August 10, 2023 Cash Management was requested to look
  into why the refund was not completed. It was discovered at that time that the
  funds were returned, and the transaction had in fact been voided. A check had
  been mailed to Ms. ********, in a timely manner, once the error was discovered. 
  

  Customer Answer

  Date: 08/24/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ***** ********

• Initial Complaint

  Date:08/07/2023

  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.

  Hi, so back in May 2023 I put a deposit down of $350 to hold a spot in line for an apartment at their ***** ***** Port St. Lucie Florida location. When I went in middle of May to talk to somebody about an apartment, they informed me it was a two-year wait so I filled out the documentation that had to be filled out to then start the process of a refund. It is now been three months and I still have not seen that money back. Anytime I call I get sent to voicemail and I honestly don’t know what to do anymore so I would like to file claim and yeah see see if you guys can do anything about it.

  Business Response

  Date: 08/29/2023

  I apologize that you had difficulty
  reaching the office at ***** **** Apartments.  We are
  in receipt of your request for refund, and it was sent to our Accounts Payable department
  on 8/4/23.  I have confirmed that the $350 refund was processed on 8/8/23 and credited back to the same card that was
  used at the time of application.  Again, I
  apologize we were not able to assist you with an apartment home due to our wait
  list.  Thank you!

• Initial Complaint

  Date:08/07/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  7/24/23 I paid a deposit for my son and granddaughter an apartment. They were instantly denied. That issue was worked out after much headache. Since the deposit was paid it has been a run around. They want this document in this way or that ex. The daughters birth certificate with an official seal from the state of Montana where she was born. Got that done. My son and granddaughter are Section 8. So that was taken care of. Then after the fact they want proof of start date and salary. That was given in multiple ways but now they demand it in pdf format. Walmart the employer has it's own issues with getting this exact format to us so we can submit. And we can not ever get anyone to return a call. With all of this it appears to be that this company is riping off poor people by demanding deposit for approval purposes, which is grossly over priced in the first place $300.00, and then denying and running them through hoops until they give up. I just want my son to be able to get a place to live without being ripped off by this company. Please help!

  Business Response

  Date: 08/07/2023

  We need to know the names of the applicants in order to respond.  Please also advise the name of the community.  Thank you.

  Business Response

  Date: 08/22/2023

  At this time the required paystub for approval has been received and Mr. ****** is approved and scheduled to move in.  

  Customer Answer

  Date: 08/28/2023

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

• Initial Complaint

  Date:07/20/2023

  Type:Service or Repair 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 7/13/2023 I visited a Concord unit at **** ********** **** **** ********* ** ***** with the intentions of moving in the following day at 2pm. My application was approved 7/13/2023 and a $300 deposit was paid during the online application process a week before. During the walk through of the potential apartment on 7/13/2023, I advised Jack S***** of several damages in the unit; bathroom sinks, garage, and the refrigerator were all damaged. I took photos of the damages for my records. Not to mention the unit had a smell which indicated it had not been cleaned or the carpet had not been shampooed. After addressing my concerns with Lauren, the apartment manager, Jack S***** promised to replace the sinks and refrigerator as well as repair the garage AFTER I signed the lease. I advised Jack the apartment was not move in ready and I was not comfortable signing a lease based on all of the items I aforementioned. We agreed he would call me on or around 9:30am today for my decision. After speaking with Jack this morning and firmly standing on my decision not to proceed based on the unit not being move in ready and the list of damages in the unit, he advised me if I did not move to one of the sister properties my holding fee would not be refunded. I explained to Jack that just because the complex is income subsidized, it is inhumane to expect a person to move in a unit that is damaged, unclean and overall, not up to living standards. Not only is this bullying tactic unethical, it is unlawful and prohibited by the Fair Housing Act. His response was, he would speak to his property manager Lauren regarding my $300 holding fee and get back to me. I should not be punished because of the apartment complex’s inability to secure me as a tenant based on their failed fiduciary responsibility to repair or replace items to make the unit livable.

  Business Response

  Date: 08/03/2023

  The
  home Ms. **** viewed did have some cosmetic damage that would be considered
  permanent damage.  The community is not new construction and Ms. **** was
  made aware that any cosmetic issues would be notated on her move in inspection
  as preexisting.  There was a dent in the freezer door of the refrigerator
  and a dent on the exterior garage door. We agreed that we would replace the
  freezer door, but that it would have to be ordered and may take a few
  days/weeks to be delivered.  Ms. **** did not agree to this course of action and
  chose to transfer her application to a different Concord community.  Any
  monies she paid will be transferred to her new community.

  Business Response

  Date: 08/22/2023

  Per our last response we stated, "Any monies she paid will be transferred to her new community."  Upon processing the transfer, the new site confirmed that Ms. **** also canceled at that community, therefore a transfer of funds was not processed and nor is a Ms. **** eligible for a refund due to cancelling twice at 2 different communities.  

  Our application policy is made clear when an applicant applies. There is a
  non-refundable Application Fee and a Holding fee which is only refundable should an
  applicant be denied for specific items. Cancelling an application is a situation to which the hold fee is not refunded.
  

  Customer Answer

  Date: 08/23/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ****** ****