Complaints

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• Initial Complaint

  Date:05/15/2024

  Type:Order 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 5/13 I paid an admin fee of $500.00 was told BEFORE i signed the paper by the receptionist who gave me my receipt that the $500 WAS refundable, it was only NOT refundable if you signed the lease and moved into a unit because it was then used for the security deposit so no security deposit was needed BECAUSE the $500.00 would become your security deposit. I was approved for a unit but after reading MANY reviews, as well as complaints with the BBB as well as speaking with tenants it stated the place was infested with roaches and maggots and the people would NOT fix anything so I asked to receive my admin fee back because I did not want to proceed DUE to the bad comments so when I told her that I would inquire with a lawyer because they stated it WAS refundable until I basically signed my lease then it became non refundable. She advised me to make sure I told me lawyer that it was not a security deposit even though that is what they told me. So to confirm all of this your stating its an admin fee but told me it turned into my security deposit and was non refundable IF i signed my lease because it turned into my security deposit. This place is CROOOOKED.. I asked them were there ANY other units available at a different complex since they are over quiet a few complexes aside from the one with bad reviews and she advised me that they have withdrew my application and have been put on a "waitlist" but if something does not come available within 90 days I would have to repay the $500.00.She WOULD not email me with all of this information she kept calling and asking would I call her and I stated I needed all of this in email and she stated phone call would be best. This whole process has been a NIGHTMARE!!!If you would like to give me a call then that would be perfectly fine so I could explain a little better.

  Business Response

  Date: 05/16/2024

  On May 13, 2024 ************** applied to rent an apartment and paid a $500 non-refundable administrative fee (please see the attached form signed by ************** acknowledging this).  On May 14, 2024 ************** was notified that her rental application had been approved and a date was set for her walk through and move in.  On May 15, 2024 ************** sent an email stating that she had been approved to rent a house and asking if there is anyway she could get her administrative fee back.  It was explained to her that the fee is non refundable but that if things did not work out with the house she had been approved for her administrative fee would be honored for another property for 90 days.  This morning May 16, 2024 at 7:18am ************** sent an email asking if we had any other properties available for rent.  She was told what additional properties are coming available and when they would be available. This complaint is unfounded and is not factual as it was made clear that this is a non refundable fee as shown on the attached form signed by ************** and the fact that she has inquired about our additional properties after filing this complaint, this is shown in the attached form and emails. 

  Customer Answer

  Date: 05/16/2024

  The thing is I ASKED whoever the receptionist was the the front (signature on receipt)  BEFORE I signed the paper. I asked what did the $500.00 inquire because I am a single mother of two toddlers so that is a lot of money to just hand over when its already a struggle to make it. She stated it is refundable UNTIL you sign your lease because it then becomes your security deposit. It made sense to me BECAUSE typically you pay a security deposit at a place and $500.00 for an admin fee is high but if it is turning into my security deposit then ok that's great. She told me I could have it back as long as my lease had not been signed. That is what I was told. Im SURE there are cameras in the office so maybe you should pull the footage or that should be REQUIRED in order to close this investigation because how can more than one person be stating this if this is not the case? That is what we are being TOLD.  Once you sign your lease it then becomes non refundable BECAUSE it turns into your security deposit. I am providing screenshots from two different tenants one stating how they will NOT fix anything and one ALSO stating when I asked about the security deposit she stated the $500.00 is the security deposit. Obviously I am not the ONLY person they have told this too and this was BEFORE all of this even came about. It's really sad that as a company AND as a woman you are ok with taking $500.00 from a single mother with no remorse because YOUR employees are giving false information.

  Also how are the screenshots you provided time stamped different from the ones I have? 

  I was ALSO told via phone from YOUR staff that my application has been withdrew and been put on a "waitlist" for something else but the $500.00 is only valid for 90 days. 

  I didn't view the property, nothing had to be done but a back ground check and credit check. I understand fees come with doing that all together that is $50-100, however to just be ok with keeping the full amount when I did not view the property or anything should be illegal. As a company not wanting to make it right when YOUR employees are giving out false information. The screenshots provided were BEFORE i even applied and another tenant was made aware its really your security deposit should let you know that YOUR front desk staff is giving false information. 

  Not an apology or nothing, obviously we can not come to SOME type of agreement so I will take this into legal matters. 

  I am also about to be provided with a VIDEO RECORDING that shows a tenant of your company coming in and asking about the fee and was told the exact same thing I was. Once she gets off work and  it is sent to me I will upload it as well. 

   

  Business Response

  Date: 05/17/2024

  Our company does not charge security deposits and has not done so for a very long time, no employee of our company stated otherwise.  It was explained that the admin fee is non refundable unless your application is denied.  This applicant was approved.  The screen shots the complainant attached from their friends are irrelevant as they are not employees nor representatives of our company.  As explained to the complainant her admin fee will be good for 90 days. 

  Customer Answer

  Date: 05/18/2024

   
  Complaint: 21717184
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Business Response

  Date: 05/22/2024

  We have provided appropriate supporting documents,  the administrative fee is nonrefundable. 

   

  Customer Answer

  Date: 05/22/2024

   
  Complaint: 21717184
  
  I am rejecting this response because I was told other wise, and I am requesting that the camera footage be posted to confirm what I am saying is true. 

  It would be 05/13 around 12:00.
  
  Sincerely,
  
  *************************