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:11/14/2024

  Type:Product 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.

  On 11/5/24, I applied to ****************************** (SG Management LLC/The Sherbert Group) with a $200 admin fee and $50 app fee. On 11/6/24, leasing agent ******* **** texted me about conditional approval, requiring an increased $1,000 security deposit (normally $500) and two pre-paid months' rent. I paid $1,000 the same day but had questions about the pre-payment. The lease arrived on 11/7/24, indicating the two pre-paid months would be applied in $211 monthly increments. I contacted ******* immediately, expressing concerns and requesting a refund as I hadnt signed the lease. She insisted the deposit was non-refundable, but said shed escalate it to Corporate after I visited in person. The Regional Director, ***** ******, also confirmed the non-refund policy.Later, I was copied on an email with the owners, **** and **** Sherbert, *******, and *****. ******* then offered an option for me to pay first and last months rent, which would fully apply to my first and last lease months. After requesting a revised lease and clarification on an unexpected animal rent fee, I received no response. On 11/8/24, I emailed all parties to confirm I would not sign the lease and requested my $1,000 returned.On 11/11/24, ******* finally responded about the animal fee and asked me to sign the lease that day. I reiterated my decision not to sign and requested a prompt refund. Instead of replying, she deactivated my portal. I found owner **** Sherberts contact info and called, I briefly spoke with her and she insisted she would talk to ******* **** but Ive received no response. This has been the worst experience *** had with any company.

  Business Response

  Date: 11/27/2024

  To Whom It May Concern,
  ****** ***** initially applied to ******* ***** Lofts on November 5, 2024. Her application was conditionally approved due to her credit score of 595, with the conditions being a $1000 security deposit and two months' prepaid rent. Ms. ***** paid the $1000 on November 5, 2024.
  The next day, on November 6, 2024, Ms. ***** changed her move-in date and canceled her application. However, she later requested an in-person meeting as she still wanted to live in the community. We scheduled a tour for her, which she confirmed. During the tour, Ms. ***** mentioned she could not pay the two months' prepaid rent upfront and inquired about other options. We informed her that she could have a co-signer apply with her.
  Ms. ***** noted the inclusion of a pet addendum in her lease document, which detailed the property-wide pet fees. However, as no pets were listed on her lease, these charges would not be applicable to her unless she were to acquire a pet during the term of her lease.
  On November 11, 2024, Ms. ***** decided not to proceed with her application for the second time. SG Management issued her a paper check on November 21, 2024. Ms. ***** provided a forwarding address, and her $1000 was refunded via USPS.

  Sincerely, ******* ****
  Property Manager
  SG Management LLC
  

  Customer Answer

  Date: 11/27/2024

   
  I am rejecting this response because: I am still waiting to receive the paper check from the company. 
  
  

  Business Response

  Date: 12/10/2024

  We are writing in response to the complaint filed by Ms. ****** ***** regarding her application and refund process with SG Management LLC. We take all concerns seriously and appreciate the opportunity to clarify the events in question.

  Ms. ***** initially applied to ******* ***** Lofts on November 5, 2024. While her application was conditionally approved due to her credit score of 595, we outlined specific conditions, including a $1,000 security deposit and two months' prepaid rent. Ms. ***** promptly paid the $1,000 security deposit on the same day. On November 6, 2024, Ms. ***** informed us of her decision to cancel the application. Despite her cancellation, she later expressed interest in reconsidering the property, and we accommodated her by arranging an in-person tour. During the tour, Ms. ***** explored alternatives to the prepaid rent requirement, such as applying with a co-signer. Ultimately, on November 11, 2024, she chose to withdraw her application for the second time. To honor her decision, SG Management issued a refund of her $1,000 security deposit via paper check on November 21, 2024. This check was mailed to the forwarding address she provided: *********************************** ***************, SC ***** According to our records, the check cleared our bank on December 2, 2024. This demonstrates that the funds were successfully refunded. We would like to emphasize that SG Management acted in good faith and adhered to all applicable policies throughout this process. It is evident from our records that Ms. ***** claim of not receiving the refund is inaccurate, as the bank records confirm the transaction was completed. If Ms. ***** requires additional proof of payment, we are more than willing to provide the banks confirmation and a copy of the check upon request.

  Thank you for your attention to this matter. Please let us know if any further clarification is needed.

  Customer Answer

  Date: 12/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you.