Complaints

This profile includes complaints for Bell Partners, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Bell Partners, Inc.

  300 N Greene St STE 1000 Greensboro, NC 27401-2173

• 

  Bell Partners, Inc.

  PO Box 3288 Greensboro, NC 27402-3288

• 

  Bell Partners, Inc.

  3201 Walnut Creek Pkwy Raleigh, NC 27606-3620

• 

  Bell Partners, Inc.

  1300 Lynnfield Rd Memphis, TN 38119-5740

• 

  Bell Partners Inc.

  3000 Inland Trl Raleigh, NC 27613-3221

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:04/04/2025

  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.

  I am a tenant at ********************* in *******, managed by Bell Partners. I was charged a $75 fee in March 2025 for a so-called lapse in renters insurance. However, my insurance coverage never lapsed. I have documentation showing uninterrupted coverage from my provider.The lease addendum (Clause 10: Special Provisions) clearly states:A lapse in coverage will result in a $75 fee each month until coverage is *********** does not state that failure to submit updated proof of coveragewhen coverage is still activeconstitutes a lapse. The property manager has since confirmed that their decision was based on an assumed lapse, triggered solely by the delay in receiving documentation. That definition is based on internal policy, not the lease language I signed.Ive raised this with management, submitted proof of continuous insurance, and paid the fee under protest to avoid late penalties. My request for a refund was denied, despite the fact that the fee was not supported by the lease terms.Desired Resolution:I am requesting a refund or credit of the $75 charge for March, as there was no actual lapse in insurance coverage, and the lease language does not support the basis for the fee charged.

  Customer Answer

  Date: 04/15/2025

  I have not heard from the business in response to my complaint.

  
  

  Business Response

  Date: 04/25/2025

  On behalf of ***************************, the management company for the ********************* apartment community (the Property), we appreciate the opportunity to respond to the complaint by ******** *****.
  
  Based on the complaint, it appears that Mr. ***** is principally concerned that he was assessed charges due to a lapse in his renters insurance coverage.  It has been determined that Mr. ***** was assessed two separate charges.  The Property waived one charge after Mr. ***** provided proof of coverage during that time frame.  However, the Property did not waive the second charge because they did not receive sufficient proof of coverage during the relevant time frame.
  
  Once again, we appreciate Mr. ****** engagement in this matter and for allowing us this opportunity to address his concerns.  At this time, the Property has acted appropriately with regard to the charges assessed.  As such, we consider this matter to be resolved.
  

  Customer Answer

  Date: 04/25/2025

   I am rejecting this response because:  The charge in question is not supported by the terms of my lease. I urge Bell Partners to find an amicable solution and issue a refund before this matter escalates further.
  
  
  
  

  Business Response

  Date: 05/13/2025

  As a goodwill gesture, and as a means to amicably resolve this matter, Bell Partners will waive the $75.00 charge.

• Initial Complaint

  Date:04/01/2025

  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.

  The amenities we pay for at The Villages of *************, include car washing area, however they have since decided to turn off the water so we as residents can no longer use. Their reasoning is due so other people whom do not live on the property using this amenity. I've tried reaching out to the corporate office ( as directed by my leasing office) but I have not heard anything back. I believe this is very unfair within our leasing agreement for them to take this amenity away from us as we still are paying for it within our rental fees. There are so many options that can be done to remove unwanted users other than penalties your tenants. Would like to have this issue resolved soon as possible to avoid paying additional money to use car cleaning services elsewhere.

  Business Response

  Date: 04/11/2025

  On behalf of ***************************, the management company for the Villages at ************* apartment community (the Property), we appreciate the opportunity to respond to the complaint by ****** *****.
  
  Based on the complaint, it appears that Ms. ***** is concerned that the Property has elected to discontinue the car wash station on the premises.  While we do regret that Ms. ***** is dissatisfied with the Bells decision to discontinue the car wash station, this decision was unfortunately necessary due to ongoing issues with unauthorized use ofand damage to--the feature.  Despite attempts to put controls in place, the issues persisted. 
  
  All residents were promptly notified via email of the closure, and the Property will continue to provide vacuums for residents.  Residents did not pay any fees associated with the car wash station.  
  
  Once again, we appreciate Ms. ****** engagement in this matter and for allowing us this opportunity to address her concerns.  Again,while we regret that it was necessary to close the car wash station, we believe it was necessary in order to ensure that we were providing the highest level of service and satisfaction to the Propertys residents.

• Initial Complaint

  Date:03/25/2025

  Type:Sales and Advertising 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.

  Falsely advertising available units and floor plans on website which is misleading consumers. ********** associates including so called ********************** agents constantly attempting to sell products in poor condition which are nothing like in the pictures, videos, and images on websites to consumers. Intentionally providing false information on their names, positions as well as properties and their conditions to scam consumers into paying money for their defective, unsafe, and beyond-damaged products. ******************* had sent multiple unwanted emails about their products which consumer never showed interest in purchasing. When asked for references and clarification on information they provided verbally during both in-person and phone conversation, refused and/or denied to answer. However, since contacting the business via website, phone numbers, and in-person, have been receiving multiple unwanted emails and calls with completely different information than what they had advertised which is concerning for scams, possible and potential identity theft and fraud.

  Business Response

  Date: 04/07/2025

  On behalf of ***************************, the management company for the Bell South Bay apartment community (the Property), we appreciate the opportunity to respond to the complaint by *********************.
  
  Based on the complaint, it appears that Ms. **** believes that she was not able to tour a specific floor plan that she believed she saw advertised on the Propertys website.  The foregoing is incorrect.  For clarification, while the Property does display all of its floor plans online for reference, the website also clearly denotes which units are actually available to rent.  The website is updated daily to reflect the most current availability of units.  If a unit is not available, the website states Contact Leasing Office.  If a floorplan on the website states *********************** that indicates that the Property currently does not have any available units for that floor plan (but the site team will gladly assist the prospect by providing additional information).  ****************** properly notified Ms. Park that there were no available units for viewing or rent for the specific floor plan she inquired about.  As an active prospect of the Property, however, Ms. **** will receive email updates about the Property, including leasing reminders and promotional marketing.
  
  Once again, we appreciate Ms. ***** engagement in this matter and for allowing us this opportunity to address her concerns.  At this time, the Property has acted appropriately with regard to her interest in the Property.  As such, we consider this matter to be resolved.

• Initial Complaint

  Date:03/12/2025

  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.

  Complaint Against Legacy North Apartments (Managed by Bell Partners ****)Business Name: Bell Partners **** (Legacy North Apartments)?Address: *********************************** Unfair Charges for Normal Wear and Tear After 30 months of tenancy, Legacy North Apartments is wrongfully cUpon moving out, we were charged $750 for damages to the bathtub and carpet, even though these were clear cases of normal wear and tear. The bathtub already had visible wear when we moved in, and while it worsened over time, this was due to regular use, not negligence or damage on our part. We deep-cleaned the apartment before moving out, yet instead of returning our $500 security deposit, management is charging us $750 more. Serious Maintenance Issues Ignored:* We moved in 20 days after our lease began, yet the apartment was unready. * Washer and dryer were missing for two weeks and were only installed two weeks later. * The unit had mold, and the bathtub was clogged with hair from a previous tenant.?* Elevator was broken for nearly half our stay (15+ months), causing major inconvenience.?* Every winter, the apartment started to leak when the temperature dropped and thawed, yet management never resolved the issue.?No Accountability, No Compensation:?We submitted multiple maintenance requests, but most problems persisted. Despite enduring two years of substandard conditions, management offered zero compensation. Now, instead of returning our deposit, theyre forcing us to pay unjustified charges.?Resolution Demanded:* Refund our $500 deposit and additional $750 charge.?* Review billing practices and maintenance failures to prevent mistreatment of future tenants.?This charge is unethical, unjustified, and inconsistent with Texas tenant laws. If not resolved, I will escalate further.

  Customer Answer

  Date: 03/24/2025

  I have not heard from the business in response to my complaint.

  
  

  Business Response

  Date: 03/28/2025

  On behalf of **************************** and the property management team for the Legacy North apartment community, we appreciate the opportunity to respond to Ms. ****** concerns.
  
  Based on the Complaint, Ms. ****** principal concern appears to be with regard to the charges applied to her final account statement. While we regret that Ms. ***** is not satisfied with her move out experience,the Property team followed standard procedures with regard to this matter, and,after inspecting Ms. ****** apartment once she vacated, assessed the necessary damages and provided the required final account statement to ***************************** communicated this to Ms. ****** and also provided her with photographs/invoices to support the charges.
  
  Additionally, the site team was unable to find any documentation supporting that Ms. ***** had a delay in her move in.  The unit was available on July 15, 2022, for her move in date of July 16, 2022.  At the time of move in the washer and dryer for the unit was on backorder and installed as soon as it was available.  After carefully reviewing the work orders submitted by Ms. ***** during her tenancy, there were no work orders submitted regarding alleged microbial growth or damage from winter weather.  However, the maintenance team did resolve a work order regarding a clog in the bathtub in a timely manner.  During her tenancy, the Property was impacted by a down elevator that was fully refabricated.During this time the Property team was responsive to all residents regarding the repair to provide timely updates and support where possible, while also working with the third-party vendors responsible for elevator maintenance to ensure the repairs were diligently completed.
  
  To be clear, we appreciate Ms. ****** engagement in this matter, as it provides an opportunity to address his concerns. Notwithstanding the fact that we believe we acted appropriately here, as a means to resolve this dispute, Bell Partners will waive the $500.00 tub resurface charge for Ms. ******

• Initial Complaint

  Date:02/19/2025

  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.

  This apartment complex has practices that should immediately be investigated for being illegal. My lease ended on the 29th of January and I chose to move out 7 days earlier on the 22nd of January 2025. They proceeded to charge me $2880 for a month to month rent in addition to other frivolous charges that amounted to $4550. I did have a $850 balance on my account that yes i do owe. My original rent was $1560. In addition to these extra charges, they filed a claim against my insurance provider and charged me an extra $4536, this is outside the $4450 they already charged. I tried to explain that I was relocating across the country to ** and they still charged me $8000 when there was absolutely no breaking or violation of my lease and it was upheld on my end up 7 days before the lease ended when I needed to move out. They sent multiple requests to renew my lease which I declined, insulting that I had no intention of staying at the location, they hid behind the contract to justify these charges when in reality Haven124 is the one who broke the lease agreement. For example they promise amenities on their site that they do no provide and when my dryer needed replacing, I was told on more than 10, yes 10 occasions that it would be replaced but I went 8 months without that basic amenity and received no compensation in return. I am looking to sue this company, get help removing the frivolous charges, and have the BBB review their business practices very closely because they do well with hiding true obligations and the neglect they show to customers. I am open to involving current and former residents in this claim as I am sure others have experienced the same false charges. Though I did owe 850, it does not in any stretch of the imagination even with interest amount to over 8500 in charges. Please 8nvestigate Jetty as well as their relationship with Haven124 justifies and hides these unfair and illegal business practices.

  Customer Answer

  Date: 02/19/2025

  The name of the community is:

  Haven124 at ********

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

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

  Customer Answer

  Date: 03/03/2025

  I have not heard from the business in response to my complaint.

   

  Hello,

  To confirm, not i did NOT hear back from this company. I reached out again to them via email and they ignored it

  
  

  Business Response

  Date: 03/05/2025

  On behalf of ***************************, the management company for the Haven 124 at **************** apartment community (the Property), we appreciate the opportunity to respond to the complaint by ******* ******.

  
  Based on the complaint, it appears that Mr. ****** is principally concerned with certain charges that were assessed once he vacated his apartment at the Property.  Specifically, Mr. ****** alleges that: 1) he was improperly charged for his failure to provide sufficient notice of his intent to vacate; 2) he was improperly charged at a higher month-to-month rate for the period following his move-out; and 3) his bond provider was improperly charges for certain expenses.  While we regret that Mr. ****** was not fully satisfied with his move-out experience at the Property, we dispute his allegations that he--or his bond providerwere improperly assessed any amounts.

  
  To be clear, the lease agreement that Mr. ****** executed requires that all residents provide written notice of their intent to vacate at least 60 days prior to the expiration of their lease term.  This requirement was also explicitly stated in the two renewal notices that Mr. ****** received prior to the expiration of his lease agreement. The lease and the notices also set forth the month-to-month premium that Mr. ****** would be responsible for if he failed to execute a renewal lease or failed to provide proper notice.

  
  Despite the fact that Mr. ******* lease term ended on January 29, 2025, he did not provide notice of his intent to vacate until January 3, 2025.  Upon receiving this notice, the site team notified Mr. ****** that, in accordance with the provisions of his lease, he would still be responsible for a 60 day notice period.  Notwithstanding the foregoing, Mr. ****** vacated the premises a mere nineteen days later, on January 22, 2025.  The team further notified Mr. ****** that,since his lease expired on January 29, 2025, the remaining term for the notice period would be assessed at the month-to-month rate.  

  
  With regard to Mr. ******* assertions regarding a claim against [his] insurance provider[,] Mr. ****** is presumably referring to the security deposit alternative bond that he purchased.  The site did receive a partial payment from *****, which has been credited to Mr.******* outstanding balance.  Mr. ****** was not double-charged for any expenses.

  
  As set forth above, we believe the charges at issue in the complaint appropriate.  In an effort to resolve this matter, however, Bell Partners is willing to reduce the notice period to 30 days, and to keep the rent for the notice period at the lease rate, for a total of $2,320.28. After adjusting for payments already received, Mr. ******* total amount owed is now only $410.29.  The collection company has been notified of this change, and we would encourage Mr. ****** to submit the balance due of $410.29 as soon as possible in order to avoid further collection efforts. 

  Customer Answer

  Date: 03/19/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

   

  Thank you for the update. I will be submitting the total amount due of  $410.29 by April 30th, 2025

• Initial Complaint

  Date:01/31/2025

  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.

  My roommate, my partner, our 2 cats and I all moved into our current apartment and instantly found many problems. Our sink was broken and detached from the pipe causing water leakage and flooding under our kitchen sink. Our A/C unit was broken and wouldnt turn on. There were cracks and holes in the walls. Our shower pressures were horrible. We also found bed bugs in one of the rooms. We had moved in during August 2024. They didnt treat the bed bugs until late September/early October. The sink was fixed around the same time as the bed bug treatment. The heat treatment for the bed bugs caused the walls to crack more and revealed to us that our windows had built up mildew from cracks in the sealant. The showers were apparently customized before we moved in and never got changed back until mid January of 2025. Our A/C has still never been fixed so we were left without cool air in the summer and no heat in the winter. They gave us a singular window a/c unit late October and a singular small heating unit mid January. Neither units have helped very much since neither units power reaches the entire apartment. We had called over and over the first few months and then moved to emailing over and over, but was given little to no replies or assistance until much later.

  Business Response

  Date: 02/14/2025

  On behalf of ***************************, the management company for the ************ at ***************** apartment community (the Property), we appreciate the opportunity to respond to the complaint by ***** *******.
  
  As an initial matter, we understand that Ms. ******* has experienced issues during her tenancy, and we sincerely apologize for the inconvenience this has caused.  On August ******, Ms. ******* submitted a work order regarding the **** system and was provided with a portable A/C unit.  The maintenance team resolved this work order on September 19th, 2024. No further work orders were submitted regarding the **** system until January 21, 2025.  Maintenance responded and resolved that work order on January 24, 2025.  It had been determined that the outdoor **** unit had a fire, requiring a full unit replacement.  At this time, the unit has been replaced, and the **** system is fully functional.
  
  Ms. ******* reported plumbing issues on August 3, 2024, and they were resolved on October 2, 2024.  This work order was re-opened January 21, 2025, after it was determined that prior residents installed personal plumbing fixtures.  The maintenance manager replaced both shower heads in the unit, and this work order was resolved as of January 24, 2025.
  
  Ms. ******* notified the Property of the presence of bed bugs, and the unit was properly treated. As a result of the heat treatment, their unit experienced cracks in the walls that required repair.  This repair will be scheduled in coordination with Ms. ******* and will begin once Ms. ******* moves personal belongings.  At this time, if Ms. ******* is willing the Property has also offered to repair the carpet as it was pulled up during the heat treatment.
  
  While it is unfortunate that Ms. ******* has experienced these issues during her tenancy, the Property has worked diligently to address her concerns.  As such, we consider this matter resolved.

• Initial Complaint

  Date:01/21/2025

  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.

  To whom it may concern.I would like to file a complain regarding miscommunication on Lease Termination.Over the past few months I visit** the office of the apartment complex in person twice and inform** them that I would not be renewing my lease. I clearly communicat** my intention and trust** that the matter had been address**. I ne**** to notify the management 60 days prior to the ** of my lease but at no point I was advis** that notification ne**** to be submitt** in writing. I have been today inform** that written notification may be part of the standard policies. However , it was not explicitly communicat** to me during my interactions with the office. As a result I am now facing unexpect** complications regarding the lease termination , which I find unfair given the proactive steps I took to notify the office.I am a refugee from *******, being in the *** for less than two years, navigating significant challenges while adjusting to life in your country. Most recently I lost my mother on the occupi** territories, which has add** immense emotional burden during this difficult time. I respectfully request to review this situation and consider the circumstances. My in person visits should serve as sufficient notice of my intent not to renew the lease, especially since I reli** on the information provid** to me during those discussions. I still cannot understand why the communications with tenants were not clear and comprehensive to avoid similar issues. Look forward to your response and hope you can help me to resolve this matter. Thank you for your attention and for understanding the challenges I am facing.Sincerely

  Customer Answer

  Date: 02/01/2025

  I have not heard from the business in response to my complaint. 
  I directly wrote to the customer service and received one letter that they would like to hear what can be done to stay. 
  I wrote back, but did not hear from them anymore. 
  

  
  

  Business Response

  Date: 02/03/2025

  On behalf of ***************************, the management company for the ******************** apartment community (the Property), we appreciate the opportunity to respond to the complaint by **** ********.
  
  Based on the complaint, it appears that Ms. ******** is principally concerned that she was required to provide written notice 60 days prior to the expiration of her current lease term to terminate her lease agreement. The requirement of written notice is explicitly stated in Section 4 of her lease agreement and restated in the renewal notice. On January 6, 2025, Ms. ******** provided her 60 day written notice for a move-out date of March 7, 2025.
  
  Once again, we appreciate Ms. ********* engagement in this matter and for allowing us this opportunity to address her concerns.  At this time, the Property has acted appropriately with regard to her lease termination.  As such we consider this matter to be resolved. 

  Customer Answer

  Date: 02/03/2025

   I am rejecting this response because:

  we attended the office 60 days before the end of the lease. 
  we specifically asked what actions we need to take. We were not informed on written notification. Since we attended the office in person , no one has ever advised us on a written notification nor we were given any papers to sign in the office. 
  The contract was signed with a previous owner. The rule might have changed !

  if the bell partners act clearly , we would not have this situation! 
  the office has never advised on a written form nor provided us any papers to sign! 
  this is not the way to conduct a business if you care about your tenants, especially if we specifically asked for the instructions! 
  
  

  
  

• Initial Complaint

  Date:01/07/2025

  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 am on a signed lease with the Preserves at ******** in *********, **. My household consist of my daughter and my granddaughter. I was away in a military class and apparently the December rent was not paid. I was never notified via email or telephone call, the complex only communicated with my daughter. Janaury rent came due and again the complex did not notify me via email or telephone call concerning the rent being 2-months behind ( I was forbidden from contacting the office because of ***** ****** a leasing specialist that didn't like my tone when I asked clarifying questions back in September), so being fearful of being accused of being threaten, and being evicted as told by *****, I let my daughter speak with the complex on all matters. My daughter was speaking with ****** about paying the past due rent and was not allowed to pay the rent unless she signs a Stipulation, and a new lease, the complex proceeded to lock her and me out of the tenant portal, ****** has not attempted to speak with me about the matter, but they are threatening eviction. So either ***** (again they have not spoken to me) sign the Stipulation Agreement or they will evict us both . This landlord threat is in direct violation of the Florida Statute -Landlord Tenant Law *****and ***** as well as Statute ****** (Military Servicemembers and their family) I have submitted our intent to vacate effective Janaury 6 with a move out for Febraury 28th in relations to the Florida Statute ******.

  Customer Answer

  Date: 01/17/2025

  Better Business Bureau:
  
  I have reviewed the lack of response made by the business in reference to complaint ID ********, and I do not accept itm however the company filed for legal eviction on 7 Janaury 2025.

• Initial Complaint

  Date:12/02/2024

  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.

  On October 10, 2024, my partner and I submitted an application to The ******* on Liberty, a Bell Properties *** location. I was transferring from another Bell property in *******, where the staff provided exceptional service, which made me eager to stay with the company.After visiting multiple locations, we applied at ****************** in ***********. Other **** staff assured me the transfer process would be seamless, but this was not the case. Demecka, the Assistant Manager, was unhelpful and uninformed about the property, transfer process, and even the website, repeatedly directing us to look online instead of providing in-person assistance. Despite concerns, we submitted the application but were denied. The denial is not my concern as I am aware different properties may require more/less.We secured alternative Bell housing in a better area, and per company policy, we were informed the $250 administrative fee would be refunded. However, as of December 2, 2024, I have not received it. Resolving this has been frustrating:******, the property manager, spoke directly with my partner, confirmed he would follow up, and failed to do so.Before moving out of *******, I left a message with a leasing assistant for ****** to ensure my forwarding address was updated, as I would no longer have access to the original address. Despite this, no action was taken.Demecka was unhelpful, failing to address questions or follow up, forcing me to move to email-only communication for accountability.I called on October 17, 2024, to confirm the updated address, which was acknowledged. I was told the refund was mailed on "the 17th," but it was unclear if this referred to October or November. If sent to the updated address, it should have arrived within days. Multiple emails seeking updates and address confirmation have gone unanswered.This lack of communication and failure to resolve the issue is unacceptable. I am requesting immediate assistance to process the refund owed to me.

  Business Response

  Date: 12/24/2024

  On behalf of ***************************, the management company for the ******* on Liberty Street apartment community (the Property), we appreciate the opportunity to respond to the complaint by ********* *******.
  
  Based on the complaint, it appears that Ms. ******* is principally concerned that her $250 administrative fee was not refunded after her rental application was denied at the Property.  We have reviewed the circumstances surrounding this complaint and determined that on October 11, 2024, the administrative fee was credited back to the ledger and the deposit account statement was closed.  The refund check was mailed on or about October 17, 2024. Subsequently, Ms. ******* notified the Property team of her new forwarding addresshowever, the refund check had already been issued.  Once ********** notified the Property team that she had not received the refund check the Property manager contacted the accounting team.  A new refund check was issued on December 4, 2024.
  
  While we do disagree with her assertations, to resolve this matter the Property team has contacted the accounting team to get the check re-issued.  As such, we consider this matter resolved.

• Initial Complaint

  Date:11/25/2024

  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.

  Dear BBB representative,I am reaching out to request your intervention regarding an issue with West Village Apartments in ******, **, managed by Bell Partners. Despite multiple follow-ups over two months, they have not refunded my $105 rental application fee as agreed.The refund was promised on September 16, 2024, in both the text message attached, but I have yet to receive it. My repeated attempts to contact them have gone unanswered since October 25.I seek your assistance in resolving this promptly. Please let me know if additional documentation is required.Thank you for your help.Sincerely,*******

  Business Response

  Date: 12/03/2024

  On behalf of ***************************, the management company for the West Village apartment community (the Property), we appreciate the opportunity to respond to the complaint by ******* **.
  
  Based on the complaint, it appears that Ms. ** is principally concerned that she has not been refunded her application fees after she withdrew his application at the Property.  As an initial matter, and as disclosed to applicants during the application process, application fees are generally non-refundable, regardless of whether an applicant is approved or denied.  As a customer service gesture, however, and in light of a certain misunderstanding during the application process, the Property approved a refund of Ms. *** application fees.  On November 15, 2024, Ms. ** contacted the Property stating that she had yet to receive the refund check. 
  
  After receiving this complaint,  and in effort to resolve this matter, the Property team placed a help desk ticket to get the check processed. On November 25, 2024, the check was sent to Ms. *** forwarding address via overnight mail.  As such, we consider this matter resolved.

  Customer Answer

  Date: 12/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I accept it.