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:03/26/2024

  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.

  Housing Headquarters has been responsible for my temporary housing (paid for by my homeowner's insurance) since my home was damaged and I was displaced. My rent was not paid in full for November **************************** December to let them know. I also notified them of every subsequent notice I received from the property management but they never resolved the issue and now (March 2024) I am facing eviction before my home is repaired. I am going through arguably the most stressful time of my life and their inability to manage their business is causing even more stress.

  Business Response

  Date: 04/05/2024

  The customer did notify ******* balance due with her landlord. Unfortunately, when we reached out to the property in order to confirm the balance due, the landlord refused to send ** any documentation or confirm any details, resulting in delays. We did eventually get the necessary details from the property, via the customer, which reflected an increase in the monthly rent. We have since been able to get the increased rent amount approved by the customer's insurance company, and have paid the rent current.  This issue is resolved.

  Customer Answer

  Date: 04/08/2024

   
  Complaint: 21487352
  
  I am rejecting this response because: this issue is not resolved. As of today 4/8/2024, I still have an overdue balance on my account that is double the amount of my rent. I have submitted any and all documentation that was needed multiple times and yet the issue still continues.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 04/16/2024

  The fact that a balance remains on the account is new information to us.  After investigating more, we finally figured out the cause of the issue.  The landlord is claiming that our rent checks have been taking weeks (and in some cases more than a month) to arrive by mail, which is EXTREMELY out of the ordinary.  We have sent the rent checks with more than enough time to arrive via mail, but for whatever reason, there have been major delays.  For example, the April rent check was mailed on 3/14/24 and STILL has not arrived as of today, 4/16/24.  These delays have, in turn, also generated late fees on the account, which have continued to accrue.  Now that we are aware of these late fees, we are working with the landlord to resolve the issue and figure out how to prevent this issue from happening again in the future.  

  Customer Answer

  Date: 04/18/2024

   
  Complaint: 21487352
  
  I am rejecting this response because:

  All of this may have factored in but ultimately the issue is that I started notifying my case manager of problems in December 2023, and even tried to escalate it to her supervisor in March, but your staff always considered the case "resolved" without doing any actual research. It was not until I filed this complaint that any effort has been made. I will not accepted any 'resolution' until my account finally has a ZERO balance for the first time in almost five months.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:12/20/2022

  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.

  Our house burned and we lost everything. We have a 7 year old daughter she lost everything and these people and cort furniture made almost ********* off ***** of used cheap furniture for 12 months. We had no idea they were charging our insurance this. We were a few days late getting it picked up and they kept almost 500 of our **** deposit and now a month later they are billing us ******* more saying they didn't pick up housewares. They make a fortune off people's tragedies. We returned everything *** they were checking a list as they were loading it . ****** wasn't enough they had to keep half our deposit and say we didn't return some housewares a month later and billing us ******* more . We feel we have been scammed in the midst of our terrible tragedy. It's bad enough losing your home and everything you have and now were dealing qith this. I don't see how they sleep at night . We will be talking to legal aid next week. I hope they can do something so this don't happen to others . We are already dealing with so much and now they keep harassing us for more money. Anyone that knows us knows if we owed them we would pay them but we don't owe them anything .

  Business Response

  Date: 12/29/2022

  ************,
  We are very sorry for what your family has endured as a result of this terrible tragedy, but we were eager to assist when your insurance company hired ** to handle the housing for your claim.  We understand that you are upset by the cost of the rental furniture that we provided to your family while in your temporary home, but unfortunately we dont control the pricing of their rental packages.  We simply pass those costs along to your insurance company.  Because of the volume discounts that we receive, however, the pricing was actually significantly cheaper than what you would receive if you had rented it on your own. 
  While you are correct that we retained $537.17 for the additional rent owed to the furniture company due to a late pickup (we were informed that it was delayed because of an illness in your family), there is no longer an outstanding balance for the $1539 that you mentioned.  The furniture company erroneously charged that amount after your deposit had already been processed.  We contacted them on 12/19 about the issue and that amount was immediately waived.  We are very sorry for any confusion,but as far as we are concerned, your case has been closed and no further funds are due. 
  We wish you the best of luck as you continue to transition back into your permanent home.
  Thank you,
  Housing Headquarters