Complaints

This profile includes complaints for The Annex of Ruston's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  The Annex of Ruston

  509 W. Line Ave Ruston, LA 71270

• 

  The Annex of Ruston

  205 N Trenton St STE 1 Ruston, LA 71270-4323

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:02/28/2024

  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.

  My name is ****** *****. My daughter is ****** *****. She rents at The Annex of Ruston. She is a Grambling student. In December, there system would not accept payment for rent. I was prepared to pay but it wasn’t resolved till the first few days in January. Then I paid, but was forced to pay a $25 dollar late fee they claimed would be put back in as a credit for the next month. The system will not let you short pay so I payed it with the promise it would be refunded. In late January it was not reconciled. I spoke to them again and they said they were still working on it. It payed the full amount again because the system will not accept a short pay. It is now late Feb. and it is not resolved. I do not want to keep being lied to. I do not owe a late fee and I want this resolved and do not want to pay any more rent till it is. This is a matter of principle and good business practice. I sent them an email on 2/27 and they did not respond and I told them I would be contacting you. They did this to several students as I am told. ****** ***** 217-412-2624

  Business Response

  Date: 03/20/2024

  
  RE: BBB Complaint ID ******** **********
  March 14, 2024

  
  Thank you for contacting our office regarding ****** ******* resident account at The Annex of Ruston. We strive to handle our residents’ inquiries within a timely manner and with the upmost care. We have reviewed and addressed this concern with the late fee of $25.00 from January 2024 being credited back to ******* resident account on March 5, 2024.
  To address the complaint, we would like to provide background information about the resident services portal/system and lease agreement.
  

  During the month of December 2023, our property transitioned management systems. The website and resident service portal downtime for this transition was communicated to ****** ***** and ****** ***** via email and notification letters. On December 20th, 2023, communications was sent to residents informing them of the new process to access and activate the new portal including resident features for payments and maintenance requests. Our office accepts checks or money orders at any time. As of December 20th, residents were able to make payments for future or current rental fees and charges on the new portal.
  

  Under the lease agreement, rental payments are due on the 1st of the month, with a late fee of $25.00 posted on the 2nd of each month for unpaid balances.  Due to the lease agreement, partial payments on past due balances need an approved payment plan agreement. Any past due balances must be paid in full without an approved payment plan and are subject to late fees. Some payments and fees may need to be addressed and approved by a regional or director before being able to be credited back to the account.
  

  As of March 14th 2024, and date of this response, the late fee of $25.00 from January 2024 were assessed and credited back to ******* account.
  If there is any additional information needed or additional comment is needed, please contact our office.
  

  Sincerely,
  Property Management
  The Annex of Ruston
  509 W Line Ave, Ruston, LA 71270
  Email: [email protected]
  Phone: 318-232-2442