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Business Profile

Apartments

Stuyvesant Town

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:02/28/2024

    Type:Order Issues
    Status:
    Answered
    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 1/23/2024 I received an email from Stuy Town lottery (log # ****) stating that in order for them to process my application I was to provide my documents to them. On 1/24/2024 I emailed them to please update my mailing address. On 1/24/2024 I received an automated response that my request has been logged. On 1/29/2024 I emailed them with my personal document(retirement account letter with all my personal information. On 1/30/2024 I emailed them my mortgage statement with all my personal information. On February 1, 2024 I spoke to ************** at Stuytown who informed me that due to my income I do not qualify for an apartment. I asked her to please mail me all my personal paperwork I sent to her. I asked her to please make sure that my papers are mail to the correct address in ********, ** and not ************************** agree she will mail me my papers. I have had numerous conversations with **************** and a ****** at ******** expressing my concerns regarding my personal paperwork being mailed out to the wrong address because I have not received them. There are banking statement, social security number, birth certificate, my employment information, my pension number and many pertinent information. I am concerned after close to 10 calls and no responses from ************** or ******** that my personal documents were sent to the wrong address and the possiblity that my personal information can be compromised is concerning. I have stressed that to ************** and ****** on all my calls and requested to speak with a supervisor to no avail. No one from Stuyvesant Town is responding after repeated calls to them.

    Business Response

    Date: 03/19/2024

    Dear ********************,

    Thank you for reaching out and bringing ****************** concerns to our attention. Please know that our team at ******** takes concerns such as these very seriously and providing a positive experience for all applicants to our community is one of our highest priorities.

    To that end, we have thoroughly reviewed the concerns raised in ****************** complaint. While we certainly understand her concern with ensuring receipt of the documents she mailed as part of her application, we have directly spoken with her and confirmed that she received the documents on February 28, 2024.

    For background, on February 1,2024, a teammate on our Affordable Housing team called **************** to review her application file, at which time **************** was informed that her income exceeded the allowable amount for the program and her application would be disqualified. As a result, **************** requested that her application documents be returned to her by mail and our team member confirmed that the documents would be mailed back to her.  

    On February 20, 2024, the documents were mailed to **************** via **** to the address she requested in ********, ********. The slight delay in mailing the documents and returning her phone calls was due to a Family Medical Leave of Absence for the teammate assisting ****************, which caused her to be out of the office until February 20th. We regret this delay occurred and sincerely apologize for any inconvenience experienced by ****************. As a result of this matter, our teams have implemented new operational policies to ensure any future delays and miscommunications are avoided when an applicant requests their application documents to be returned by mail.

    As set forth above, we believe this complaint has been fully resolved, as I personally spoke with the applicant on March 15, 2024, and she confirmed that she received the **** package containing her documents on February 28, 2024. We believe she is fully satisfied with this resolution based on that conversation.

    Regards,

    ***********************
    Director, Affordable Housing
    ************

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