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Business Profile

Retirement Communities

Legacy Pointe at UCF

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint 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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Complaint status

Complaint type

  • Initial Complaint

    Date:02/25/2025

    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.
    We gave them check #**** dated November 19, 2024, for $37,685.00, as a deposit with the understanding that it was refundable, except for $500. The check cleared December 11, 2024. We have asked for a refund since mid December, 2024. We have not received the refund. Yesterday and today we have called several times. Our calls have gone to voicemail and we have not received an answer. We expect a refund of $37,185.00.

    Business Response

    Date: 03/17/2025

    Hello, 

    I spoke with Ms. ****** for the first time on 2/21/25 and found out she was requesting a refund. Immediately after we spoke, I started the process to make sure she is receiving her refund. Previously to this call I did not receive communication regarding her refund. I assured her I will get the refund processed immediately, and that this was the first time I was aware she requested it.

    A day later or maybe the same day, I had a voicemail on my phone to please cancel the complaint. I found it odd because at this time I did not know she filed a complaint. I called her and let her know she left a message on my voicemail probably in error, and not with you (BBB). She stated that she meant to call you to retract the complaint, and that she will do this. 

    We stayed in communication, via emails and call(s), I kept her updated on the payment. I also let her know when I had the check in my hand I will ***** it, (since she moved out of state) to her new home address. After I sent it, I called to make sure she received it and told her I received a complaint letter from BBB, and she again stated she will call to retract it, it was not supposed to be sent. The complaint was filed on the same day we talked on 2/21/25.

    Sincerely, 

    **** ************************************** Director 

    Legacy Pointe at UCF 

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

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

    ******, FL 32765

    Customer Answer

    Date: 03/27/2025

     
    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.      Legacy Pointe made my refund before they received the letter concerning the complaint. I think the problem with the delay of my refund had more to do with poor internal communications, than with any intent to withhold my deposit. I just needed to get my problem to the right person. I apologize for filing the complaint.

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

    Sincerely,

    **** & ******* ******

Legacy Pointe at UCF is NOT a BBB Accredited Business.

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