Complaints

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• Initial Complaint

  Date:08/16/2024

  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.

  To Whom It May Concern US Housing Consultants refuses to provide us with a copy of our annual housing recertification. They have collected, processed and approved all of our data for currently a 50% AMI studio with a 3 people household and while that is indeed a fact also confirmed verbally over the phone, the company still refuses to provide written confirmation of that, as well as, a simple copy of our file which is something that we are entirely entitled to. We have made several attempts to reach out to our assigned compliance analyst ***** *. with no success. However, today, we did receive a phone call from ****** *. who ultimately refused to provide us with a copy of our file and very rudely hung up the phone after even encouraging us to seek legal actions against her employer mentioning that, verbatim, we could 'subpoeana all day long' and she still will refuse to provide us with a copy of our file.

  Business Response

  Date: 09/04/2024

  BBB
  Compliant #********
  
  
  To Whom It May Concern:
  
  This complaint appears to be largely the result of a misunderstanding of the role that our company plays in regards to Ms. ******* residence and the rental assistance associated with that property. US Housing Consultants is an independent consulting firm hired by the property management company. US Housing Consultants reviews resident files for regulatory compliance. Our role does not include direct interaction with residents, as mandated by our contract. Nevertheless, resident or applicant concerns occasionally surface, and in such instances, we strive to address or inform them about the services we offer. 
  
  Our role also does not include any determination of the amount of rent paid by residents, only to verify that the amount charged by the property owner does not violate any part of the regulatory agreements. Additionally, documentation provided to US Housing Consultants is provided only for the purpose of performing the regulatory compliance audit, and we cannot release the documentation to any party other than the property owner or their designated representative.
  
  On August 8th, 13th, and 14th, ***** ****** sent emails to our Compliance Analyst, ***** *****. Ms. ***** and our ************************** classified the emails as spam and referred them to our IT department for further examination. 
  
  On August 16th, Ms. ****** called US Housing Consultants and reached our **************************. Following a brief yet challenging conversation with a *************** team member, a summary of the call was shared with our ****************************** team to support Ms. ******. 
  
  Our Associate Manager, ****** *********, subsequently contacted Ms. ******. During their conversation, Ms. ****** raised her concerns about the rent she was paying after a reduction in her income had occurred. ****** informed Ms. ****** that, according to the current regulatory requirements for her unit, her rent is determined by program funding rather than the applicant/residents income. ****** also clarified that US Housing Consultants do not have the authority to alter the unit's rent/income restrictions. ****** explained that US Housing Consultants is an independent consulting firm hired to ensure that each unit meets the property's regulatory requirements. 
  
  Ms. ****** was extremely displeased with ******** reply, as it is out of our scope and capability to adjust any residents rental amount.  ****** explained to Ms. ****** that she would need to express her concerns with the management company. 
  
  Ms. ****** asked why her father wasn't approved to move into the unit. ****** explained that US Housing Consultants approved the current year's recertification paperwork, which included her father in the household. ****** advised Ms. ****** to contact the property management for more details. 
  
  Frustrated, Ms. ****** insisted on talking to ******** supervisor. ****** explained that the supervisor was unavailable but could transfer her to his voicemail. Ms. ****** begged not to be sent to voicemail, which was followed immediately by threatening legal action. ****** then courteously wished her a good day and transferred her anyway. 
  
  Following the call, management was informed, and written confirmation was given that Ms. ****** had received copies of her file. Within the file provided to Ms. ******, she found the US Housing Consultants approval letter (approving the file based on the regulatory compliance standards), which included the identity of the Compliance Analyst who had approved her case, which is how she obtained Ms. ******* contact information. Management then instructed US Housing Consultants to direct all communications from Ms. ****** to them so they could address her concerns appropriately.
  
  US Housing Consultants subsequently contacted management, who confirmed once more that Ms. ****** had been provided copies of her complete residential file. However, Ms. ****** declined to sign her annual recertification documents, leading to her file being forwarded to their internal legal department. 
  
  Regarding Ms. ******* complaints about rude customer service, we have thoroughly investigated the incidents with our staff and could not substantiate any of the accusations. Ms. ******* calls were transferred, our compliance analysts did not hang up on the client or conduce themselves in any way that was inappropriate or unprofessional. It is understandable that Ms. ****** would be upset with her expectations that her rent would be decreased due to the changes in her personal income, but the decision to do that was entirely outside the scope of US Housing Consultants services or capabilities. Ms. ****** was referred to the appropriate party to address the concerns, and was informed of the role of US Housing Consultants in the transaction. 

  Customer Answer

  Date: 09/09/2024

   
  Complaint: 22155801

  Please find attached letters for rejecting the bussiness response, thank you.