Complaints

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:05/19/2025

  Type:Billing 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.

  I moved out of **************** (managed by Indigo Living / Hubbell Realty) in February 2024 with a small remaining balance I intended to pay immediately. At the time, the property was switching resident portals. I couldnt access either the old or new system and had no way to view or pay my balance online.I reached out to management multiple timesvia phone, email, and in personand was ignored or dismissed. Meanwhile, the balance was marked past due, despite my repeated efforts to resolve it. Eventually, I reached someone who helped me make the payment. I was clearly told the account would not be sent to collections.That promise was broken. The balance was later referred to a third-party agency, which is now threatening to report it to credit bureaus. Ive spent over three months cleaning up a problem caused entirely by managements failed systems and false assurances.Nature of the Dispute:Portal transition made payment impossible Repeated requests for help were ignored Account marked late despite my ongoing attempts I was told it wouldnt go to collectionsbut it did anyway Attempts to Resolve:Multiple messages to management went unanswered I paid in full once someone allowed me to Follow-up efforts to resolve the collections issue have gone nowhere Resolution Sought:Immediate removal of the account from collections Written confirmation it will not impact my credit Formal written apology from Indigo Living This situation is unacceptable. I acted in good faith and fulfilled my obligation. Indigo Living must take responsibility and make this right.

  

  Business Response

  Date: 05/20/2025

  On behalf of Indigo Living, we sincerely apologize for this instance and inconvenience. As of today, May 20, 2025, at 9:30AM, *** has closed this account and removed it from collections. There has not, nor will be, any credit reporting impact as it relates to this instance. There may be collections mailings already in transit, but please discard them as they will cease moving forward. Again, we apologize for this situation.

• Initial Complaint

  Date:04/09/2025

  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.

  *** manages the Belle **** *** as the declarant members. I believe they have fraudulently allocated costs to the *** for maintenance on areas that are not yet owned by the *** and that decisions are being made, not with the best interest of residents, but are a clear conflict of interest. It has been consistently communicated that the Sanitary and Improvement District is responsible for the maintenance of the outlots until they are finished by the developer and turned over to the neighborhood. This was discussed at the 2024 annual meeting in detail, service maps clearly read the *** is responsible for outlots OWNED, and documentation demonstrates the outlots still have not been turned over, therefore the maintenance is the responsibility of the ****The 2024 budget was released to the residents and at the annual meeting residents were told that the fees were high because of the cost to maintain the lake. Homeowners in attendance expressed a preference for a lower annual fee and less lake maintenance. *** released a revised budget in which lake maintenance decreased, but maintenance to the outlots was increased.After the 2024 financials were released and numerous inquiries about expenses being high when the outlots were not yet turned over to the ***, the response was that the *** may decide to do more maintenance and the developer decided to based on "feedback." This was never communicated to residents and unless documentation of this feedback coming from a large number of residents between the time of the annual meeting and releasing the 2024 revised budget, I am asking that the costs be reimbursed to the *** by the **** The amount budgeted for the outlots in 2024 was $14,637. A cost breakdown has been requested for 2024 maintenance with no response, so it is unclear what portion of the $27,678.50 was attributed to the outlots. Based on contracts and budgeting, the reimbursement should be in the range of $14,637 to the *** for a surplus in the account.

  

  Business Response

  Date: 04/18/2025

  The Complainant is requesting the *** to reimburse the *** for services which are not directly correlated to *****. 
  
  ***** provides management services in accordance with the associations governing documents, under the direction of the Board of Directors, and within the terms of the management agreement. The Service Map (attached) includes a disclaimer that the party should reference but is also listed here: This *** Service Map is the property of the ***. Sources include Association plat maps, County Assessors Website and the Declaration of Covenants. This *** Map is for illustrative purposes only and is not intended to amend, modify, or replace any other documents. The information contained herein may not be the most current information regarding the *** and should not be relied upon for legal purposes. The map also clearly reflects the two outlots that are the *** is responsible to maintain.
  
  The meeting referenced was not an official annual meeting. It was an information meeting held by ***** to answer homeowner questions related to the budget. Board members were not present. Feedback provided during the meeting was shared with the board and the original 2024 budget was amended to reduce the annual assessment fee from $515 - $475, ($40). The service provider reduced services on a month to month contract until a new vendor was found in August 2024 to further reduce fees.
  
  The developer received an overwhelming amount of feedback from homeowners directly, from the previous management company, and through the ***** Owner Portal about their desire for a higher level of maintenance in the common areas. The developer went above and beyond to accommodate homeowners' requests. These are a few examples by 1) switching management companies, 2) Installed a dock at the lake, at their own expense, in response to homeowner complaints 3) Between 2020 and 2023 the Developer paid over $73,000 for *** maintenance responsibilities. The Developer is not required to pay for these services, per the Subdivision Agreement and the *** governing documents.
  
  A complete breakdown of the services provided was presented to the homeowners during the 2024 meeting. Per the homeowner request during that meeting, the amended budget broke down the cost of services provided. The total amount paid for maintenance of all *** responsibility areas in 2023 and 2024 came in under budget. ***** has been transparent with homeowners in this area. 
  
  We suggest reviewing Subdivision Agreement, Section 7 for further explanation of the relationship among city, developer and association as the community is still in the period of declarant control. 

  Customer Answer

  Date: 04/18/2025

   
  Complaint: 23179201
  
  I am rejecting this response because:

  As outlined in my original complaint and supporting documentation, it is clear the increases to the outlot maintenance were made between the meeting and the revised 2024 budget being sent out, therefore the explanations about feedback from previous management companies several years earlier and previous contributions, are not relevant to the issue put forth. It also does not address  why this information was not conveyed in response to my July 22, 2024 correspondence when I asked for clarification about the unnecessary maintenance of the being covered by the *** or the **** The referenced budget was to include costs that fell under the *** after the outlots had been finished and turned over,therefore being under budget is also not relevant to the complaint.

  I will be meeting with residents to compile actual requests about increased outlot maintenance that were submitted directly to the developer, as noted in the response, which would have had to occur between the meeting (note this is the first time I have understood it to not be official as minutes were previously sent out, then taken out of the portal) and when the revised budget was sent out.
  The developer continues to change their narrative to meet their needs, including having myself and another resident elected to be on the board when with the previous management company, only to later be told we were not actually board members. Unfortunately, this complaint is just one issue of many, where the developer/HRC/Hubble/Home Companys actions are not in line with information given and original homeowners in this neighborhood are moving out at an alarming rate because of how poorly the development of the neighborhood has been managed.

  While I am not expecting anything more of this company, it would be appreciated if they were transparent about why their words and correspondence are not actually congruent with their actions. 
  
  Sincerely,
  
  ***** *********. EdD, MSW, MPA

• Initial Complaint

  Date:05/22/2024

  Type:Service or Repair 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.

  Wanting to put black shingles in our home after the recent weather damage that passed through. Got denied. Phase 1 and phase 2 have the same covenants but in phase 2. 3/4 of the houses have black shingles. Wanting to get clarification to why they are allowed to when their covenants say the exact same thing as ours. Attaching both covenants. Both have it on page 3.

  

  Business Response

  Date: 06/03/2024

  The homeowner's request was not denied; in fact, the ARC Committee approved to allow black shingling due to weather events that took place in this community. The request was submitted on May 21, the *** team requested additional information from the homeowner the same day and sent it to the Committee for review. The Committee, per covenant rule, has 30 days to review all requests and this request had only existed for one week at the time of the BBB complaint. Again, the committee reviewed the request during the week of 5/27 and it was approved; therefore, we kindly request this review be closed.
  
  
  

  Customer Answer

  Date: 06/03/2024

   
  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:03/22/2024

  Type:Billing 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.

  "********************** Apartments" illegally evicted me and charged my credit about $2400 through "*************** Systems".the Gateway's previous parent company "The **** ***************************************** discontinued working with the Gateway within the first few months of 2024. they switched to "Indigo Living" which is also owned or operated by "Hubbell Realty Company". i had a previous bbb complaint process that was closed with the **** company. and there was a check issued from the corrected balance ledger which was included with the check for $123.27 which i cashed into my bank and reached out to *************** Systems representative *********************. NCS had sent my resolution to their proper department and that department handles clients and their issues with their accounts. Now NCS recieved an acceptable response from their client ********************** and minutes later NCS replied to the first Gateway response with a few more questions before they could close the false debt. The problem that i am having is The Gateway isnt responding anymore via phone. and i have a family im working on moving into a house and the debt that they placed on my credit account is in the way of otherwise fair-excellent credit rating. will you please help me to resolve this issue in a simple win win solution?indigo living ************ ********************************************************** ************************************************************************* ********************** ************ https:/./********************** **********************************************************************************

  

  Business Response

  Date: 04/12/2024

  As outlined in an email on 4/2/2024 to the resident, a PDF of which is attached, Indigo outlined the National Credit System (NCS) confirmed the account has been closed, reflecting a $0 balance, and can take up to ********************* the credit bureau's report. As such, Indigo Living believes this complaint can be closed.

• Initial Complaint

  Date:02/16/2024

  Type:Service or Repair 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.

  My husband and I moved apartments at Linc at ************* managed by Indigo living and we requested photos for damages they claim have cost 1.5k. They have refused to send them and are threatening legal action if we dont pay. We have reached out multiple times and the management team has not responded to call or email.

  

  Business Response

  Date: 02/26/2024

  A detailed document with photos have been sent to the ********* to review, as of 2/23. Indigo Living has also outlined the charges in detail and has offered the ********* to ask questions/review in person or via phone call: 
  Level 2 cleaning charge for the fridge, oven, bathrooms and blinds
  Door replacement 
  Roller blind replacement & damage 
  numerous drywall repairs 
  Dual carpet cleaning due to pet urine, however the resident was only charged for one cleaning
  

  Customer Answer

  Date: 02/26/2024

   
  Better Business Bureau:
  
  My husband and I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to us. With your help the apartment finally reached out to us. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:12/18/2023

  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.

  I lived at lakeshore park for approx 9 months. From the very beginning the rates raised on an almost daily basis before signing the final lease. Anytime I put in for maintenance requests such as the furnace ran too hot I was told it was my fault. My apartment never had the heat even turned on by me and yet in the summer it ran at 75 degrees constantly. The garbage disposal never worked, they tried billing me for an *** which I had paperwork fo, the online billing system wouldnt take splitting payments between 2 sources, and this would cause me to be late and then charged additional fees each month in excess of $100 or more. I would have to purchase multiple money orders and drop them off at another location and occur additional fees when withdrawing and purchasing these as well. When I told them the dilemma and how I chose their building for the convenience and now had none of it I was told oh well pay your money and there was no try to fix it. Also the amenities were restricted such as a pool due to other tenants leaving glass bottles there. So again I essentially paid for services that were limited once a resident. When my lease was up I told them I was not renewing it and they told me I was going to be charged for additional days past my move out day which I confronted them on. Again it was a game of phone tag when I asked them to contact me to explain how the online system has 3 separate amounts over a 2 week period. The answer was the ledger is correct without any explanation. I asked for corporate contact and was never provided. Just told pay the bill. When I went to return the keys the final night of my residency there was now NO Dropbox or anywhere to leave them. I did not want to leave the unit unsecured so I emailed them and asked what to do with them since I was no longer going to be living near that city. I got a text threatening me with additional days rent until they were returned. I want my old bill removed and threat of collections stopped!

  

  Business Response

  Date: 01/04/2024

  ******* - In reflecting to our records, we see that you submitted your 30-day move out notice to our team on 10/16/23 which made your official move out date 11/14/23. We understand you desired 11/9/23 as a move out date, but you, as the tenant, are responsible for the billing through the 30-day period, as outlined in your signed lease agreement. Your lease agreement also outlines that our system does not allow for split payments in any circumstance.  
  
  Secondly, all residents are given a fob to access the key drop off location upon move out vs. a publicly accessible exterior dropbox. This change was communicated to residents in advance. Please note, ************** has not yet returned his keys although our team requested them immediately upon move out and again on 11/21/23 via text message after failing to reach him via phone call due to his voicemail being continually full. ************** claimed he'd mail ASAP; however that has not happened as of 1/3/24, nearly two months later. 
  
  Finally, pool closures are a state requirement when glass is present, and these unforeseen situations do happen on occasion. Our team does our best to communicate these types of closures as well as respond to work orders as promptly as possible. 
  
  As a response, we kindly ask ************** mail the keys or drop them off during our office hours given he lives roughly 15 miles away in ***************. We also show a $1,253.08 balance due to our Lake Shore property for the remaining 30-day notice period as well as subsequent apartment maintenance and replacement needs. We can happily provide these documents if needed. We'd like to remind ************** that his move out was processed on 11/14/23 and he has not been charged an additional month of rent, despite not having they keys or final payment, as of today, 1/3/24. 

  Customer Answer

  Date: 01/04/2024

   
  Complaint: 2****635
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

   

  i was provided the notice to my lease on 10/16 and that is when I notified them I was not going to renew it. Also none of the issues were addressed with regards to maintenance and how those issues were never resolved and always blamed on the tenant. 

  

  Business Response

  Date: 01/04/2024

  As we stated in the previous response, ************** and ******'s Entrata software records confirm that ************** was sent his home renewal offer on 10/2 and did not respond officially until 10/16. This would make his 30-day notice, and required rental payments, valid through 11/14/23. He still owes Indigo Living his apartment keys and final rent payment. 
  
  ************** had three total work orders submitted to our maintenance team and all were completed in a timely manner.
  - Service request for Thermostat was submitted on January 16, 2023.  Thermostat was fixed and functioning correctly and work order closed out on January 18, 2023.
  - ************** was not happy with the overall temperature of the building in which he resided, more so than his apartment home. 
  - Service request for Disposal was submitted on February 1, 2023.  Drain was cleared, disposal was working correctly and work order closed out on February 3rd 2023
  - When glass is present around or in a pool, it is required by the *************'s regulations to close it immediately for proper clean up. This is an unforeseen incident that is caused by another resident, or their guest, and Indigo cannot predict when these will happen. Indigo notifies residents, closes the pool, cleans up immediately and reopens when we're able. 
  
  Indigo kindly requests immediate overdue rent payment and the return of his apartment keys. Indigo Living has been forced to mitigate the apartment due to ************** unpaid damages in order to re-lease the unit and halt the further rent payments to *************** 

• Initial Complaint

  Date:11/16/2023

  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.

  This is the third complaint against this company. The most recent was complaint #********. They keep attempting to collect money for charges stemming from an apartment. They have already told us twice that they would drop those charges and remove us from collections. We received another letter from ************************ **** informing us that they have furnished information concerning the above reference debt to one of more consumer reporting agencies. According to their last resolution offer, their response was "Both parties have been removed from collections and neither should be receiving any contact from collections." This is obviously not the truth considering we just got a letter again. This is creating a great hardship for me. I will be unable to get a loan due to this being on my credit report.

  

  Business Response

  Date: 11/27/2023

  Indigo Living reached out to *************** Systems on the morning of November 20, 2023, requesting that ******/****** be excluded from collections from our software system and to remove **************** from the *** call list due to a $0 balance in collections account. On November 20, 2023 at 1:30PM, *** acknowledged the account balance and indicated that the account has been closed. An Indigo team member then called and left a voicemail for **************** on the same day but did not receive a response. 
  
  With the aforementioned scenario, we request this claim to be closed. 

  Customer Answer

  Date: 11/29/2023

   
  Complaint: 20876385
  
  I am rejecting this response because: nobody called and left a message. I want a written letter from both parties stating that this has been removed from *********************** and ****** ******** respective credit reports. They have already ruined their credibility with us by not doing this the first time they stated it had been done. Again, we have received no phone call and/or message from either company.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:10/02/2023

  Type:Billing 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.

  I cosigned a lease with my daughter, ************************* at Sunrise Meadow Apartments. After she moved out, they tried to charge her an extra $1, ****** on top of keeping her deposit. She filed a Better Business Bureau complaint, ID ********, and they agreed to remove these charges from ************************* and ***********************. They also agreed to remove any and all reporting to the credit bureau under our names. They have not kept their word as I have received another letter from the ************************ **** threatening further legal action. I have tried multiple times to contact Sunrise ******* and ************************ **** by phone and email and have received no response.

  

  Business Response

  Date: 10/23/2023

  Both parties have been removed from collections and neither should be receiving any contact from collections. 

  Customer Answer

  Date: 10/23/2023

   
  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:07/24/2023

  Type:Service or Repair 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.

  I lived at the ********************** apartments in ******, ** for 18 months. They are owned by Indigo Living which is a part of Hubbell Realty. I moved in on December 7th, 2021 and I moved out on June 3rd, 2023. When I first moved in they asked me to fill out a damage report, which I did, and on the damage report I clearly stated that the carpet had been torn up by the previous tenant(s). It was coming up off of the floor and missing in some places. There were a few other damages as well such as scratches on the countertops that I listed. The floors were also not clean and when I swept and vacuumed them they were filthy from the previous tenant(s). I wrote all of this information on the damage report and turned it in. Now that I have moved out, Sunrise ******* emailed me and is trying to charge me for the damages that the previous tenants caused. They want me to pay over $1,000 to replace the floors that I did not damage. They also sent me a vague report of what charges I owed for damages. I emailed them and asked for something more specific, as these screenshots show, and they instead gave me a call and left a voicemail telling me to call them. I emailed them again, and they finally sent a more specific list of charges, but they ignored the fact that I told them I listed on the damage report that I gave them that the carpet was already damaged from the previous tenants. They have since sent me a second email trying to charge me for the damages that the previous tenant(s) did. I need Sunrise ******* (Hubbell Realty) to drop the charges, as I did not do the damage, and I also need them to acknowledge the fact that I listed specifically on the report that the previous tenant(s) tore up the carpet. I am also frustrated with the fact that Sunrise ******* sent me a cleaning checklist to do, which I completed, and yet they are still trying to charge me for cleaning fees even though I cleaned the apartment when I moved in since it was filthy, and again right before I moved out.

  

  Business Response

  Date: 08/09/2023

  Indigo Living offers to eliminate the balance due to the owner in the amount of $1,370.57 in relation to the lease at *******************************************************. Indigo Living asks ****** waive the return of the initial $400 deposit to sufficiently cover remaining remediation needs for the apartment home. 
  

  Customer Answer

  Date: 08/10/2023

   
  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 as long as Indigo Living confirms that the $1,370.57 will no longer be sent to collections as well as not affect my credit score.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/05/2023

  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.

  May ****: Attempted to contact apartment for tour, struggled to get a hold of anybody. Asked to (and confirmed) tour 2bed/2bath.May 26: Toured 2bed/1bath apartment. Told that 2bed/2bath wasn't available for tour, but before signing lease, we could see the unit to make sure it was up to standards.For application $60 each person (stated non-refundable) = $120 total Paid $250 "nonrefundable holding fee"Paid $350 security deposit - says "may be forfeited" - we want this back (Total $720)We felt we had to pay this as soon as possible because we were told that the prices would expire and the dates would change, making us feel as though we would lose the apartment if we did not do this.We were finally told that we could view our unit the day before the lease was set to begin. We get there, and they tell us it is not ready to be viewed. We demand to see it, and they let us. It is not up to our standards, so we don't sign the lease. Since then, we have been trying to get our money back, as we don't feel it is acceptable for us to be held to an unclear policy when we have had such trouble contacting them. We have had to call them multiple times a day and multiple days in a row every week to be able to get a hold of anybody to talk to about anything.

  

  Business Response

  Date: 07/10/2023

  The applicant's application fee which was $60 each plus an admin fee $250 are non-refundable, and the holding fee of $350 holds the apartment up until move in. Per the provided outline, hold fees are viewed as a deposit to secure the specific apartment. Applicants were notified of the hold fee on May 30th via email and we held this apartment for them since May 30th. The Applicants chose not to sign the lease until seeing the apartment, which is acceptable and we did not force a signature prior to viewing. Signing the lease agreement would have resulted in being held to the lease contract vs. just losing the hold fee.

  The original reason stated for not taking the apartment was that the Applicants furniture wouldnt fit, even though measurements of the floorplan were on the quote sheet they attached as a reference. The Applicants later changed their reason to "not being happy with the condition of the apartment." The Applicants were offered to view other apartments and declined. They then changed the reason to poor communication with the office due to the frustration of reaching the call center vs. the onsite leasing office when calling. The call center is a standard practice implemented by all Indigo Living properties so prospects and residents can reach someone when on-site staff are with another client or away. After being shown on the application that the hold fee is forfeited for not signing the lease, the Applicants called the corporate office to try and override the policy. Their call was returned by the property manager confirming the policy. The Applicants asked to escalate the call again above the property manager so the manager scheduled a phone appointment for all parties where the policy was once again confirmed. The Applicants were unhappy with this and demanded a refund. Our regional and property management team eventually had to end the call due to derogatory language and comments from Kailee. 

  We do not agree with the request for refund given it's explicitly stated within our application paperwork, even to the extent that it's highlighted and called out during meetings, and the parties paid the fee willingly. 

  Customer Answer

  Date: 07/10/2023

   
  Complaint: 20269651
  
  I am rejecting this response because: we did not change the reasons for saying no to the apartment, it was always the same 3 reasons. The policy does not clearly state that we would lose the amount for holding the apartment. We also would not have held the apartment for a month had we seen the apartment prior to the move in date. As outlined in my timeline, we did not pay the $600 until June 5, so the apartment was only held from June 5-June 22. It would have been held for a lot less time had they been willing to show us the apartment.

  It feels as though we have been scammed out of our money for no good reason. There is no reason they need to keep the "may be forfeited" amount of money, as we are not living there. The wordage is unclear, and it does not clearly state the terms in which we would forfeit the money. We just want our money back.

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

  

  Business Response

  Date: 07/11/2023

  We do not agree with the refund request based on our application agreement outline clearly defining that any deposits given to hold an apartment may be forfeited. In this case, the hold fee is being forfeited due to the apartment being vacant and reserved for the applicants for over 20 days. The $350 outlined in the signed application agreement covers the time the apartment sat vacant and unavailable to any other applicants, albeit much less than a monthly rental fee. The hold and deposit fee is, and should be viewed as, a serious consideration to hold an apartment which is many times highly sought after by incoming prospects on a daily basis.