Complaints

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• Initial Complaint

  Date:08/14/2024

  Type:Order Issues
  Status:

  UnresolvedMore 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 was told if I wanted to rent this vacation rental that I would need to go to tenant cloud and there was a $40 application fee I told ****** that time was of the essence. I paid the fee and thought completed the application. I tried contacting ****** to ask what was happening later in the day and was told that things were still in pending status they were waiting for things to come back which was a lie and not the case. It was not until the next day that I was told I needed to pay an additional $40 fee which I did told her again that if we were not able to move into this house I was going to rent another house waited for hours and hours and then decided to move into the other house as I could not wait anymore. The agent should have been forthcoming in the very beginning that they were 2 $40 fees and not one and could have picked up the phone to find out what was happening with the background check a lot sooner than she had. It was over 24 hours later that I was told I needed to pay an additional $40 fee and they had already profited from the first $40 fee I believe. I did call the broker after he told me he would return my phone call and never did. For someone that claims to serve in the military this is pretty embarrassing way to run a company and not take accountability.

  Customer Answer

  Date: 08/22/2024

  Rouzer Property consultants 

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

  Savannah GA, 31405

  Business Response

  Date: 08/26/2024

  To whom it may concern,

       ***************** did not fill out the complete application therefore it could not be processed. She only filled out the background check but informed us she filled out credit check as well but actually had not. We were waiting for full application to come back to approve her but were unable as she did not fill out both sections. We assumed it was an issue with credit check company but in fact it was applicants error. While waiting the home was rented to another applicant. Our assumption is due to her low credit score she was holding out on filling out that portion in hopes we would rent to her without seeing her sub-par score. 

  We accept all applicants on a first come first serve basis. But applications must be filled out completely and in a timely manor to be processed. 

  Customer Answer

  Date: 09/08/2024

  The it is I paid a $40 application fee and was not told that I had to pay another $40 fee until after the fact.  This is not legal to do business this way I will be filing a former complaint with the real estate commission and posting what happened everywhere I can so this happens to no one else.  My credit score has nothing to do with a response.  Taking people's money this way is not legal.  People go to jail for stealing people's money this way. It is unethical.   If I had been told there were two separate fees it would have been different.  I was not told till after I paid the first $40 fee that there was another $40 fee that is the issue.  I have owned multiple rental properties as well as held a real estate license &  And I'm aware of the laws.  This is bad business.  And unethical

  Business Response

  Date: 09/13/2024

  Applicant was informed multiple times to fill out both background and credit check applications, both are required to verify applicants eligibility. Fees collected for applications are charged by the third party vendor for running the check. 

  Customer Answer

  Date: 09/19/2024

  I did respond and I would like to be contacted please 

  What was done was not legal  and if they don't want to resolve the matter I will report it to the real estate commission & anywhere else I can so it doesn't happen to anybody else. 

  I paid the $40 fee I was advised to pay and then told later there was another $40 fee 

  That is not legal to disclose both fees up front and that was part of all of the issue all along and why things were held up.  

  All I want them to do is recognize their mistake and refund $40 of the $80

  Business Response

  Date: 09/23/2024

  Individual was informed multiple times to submit background and credit check. Completed application is not even able to be submitted without completing both sections on third party site. On our end it will only say partially submitted application. Individual was told to confirm both applications were submitted 3 separate times. Any issues with disclosure clarification must be taken up with Tenant *********. 

  Customer Answer

  Date: 09/24/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 22141392

  I am rejecting this response because:

  I was not told there were 2 $40 only 1 fee and I have a witness that was with me at the time.  I did contact you several times checking on the process and it wasn't until 24 hours later that I was told I had to pay another $40 fee.  That is the issue.  I did contact tenant cloud and was advised to contact the agent.  Tenant cloud was contacted via phone an email.  They are not the ones that showed me the property and told me to pay a $40 to start the process.  You are. Please  refund me ASAP and take responsibility.  

  Regards,

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