Complaints

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• Initial Complaint

  Date:02/19/2025

  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.

  I am filing this complaint against Stream Management Group due to deceptive business practices and inconsistent information regarding housing vouchers.Initially, I contacted them from my phone number to inquire about whether they accept housing vouchers. They told me they did not. Suspicious, I called back from a different number, and this time, they said they do accept vouchers but brushed off my concerns about the contradiction.After verifying that my specific housing voucher would cover a particular apartment, I paid the required application fee. However, after submitting my application, they completely changed their stance. They suddenly offered me a different, inferior apartment instead of the one I was approved for. Then, they gave conflicting explanationsfirst claiming that my income didnt qualify (which makes no sense since vouchers cover rent regardless of income), and then stating my voucher wouldnt cover the amount, contradicting what was verified earlier.This behavior feels like a bait-and-switch, and I believe they are unfairly discriminating against voucher holders. I request a full refund of my application fee and an investigation into their misleading practices.

  Business Response

  Date: 02/25/2025

  On 2/12/2025, The applicant reached out to us about our *********** property and a tour was set to be scheduled on 2/13/2025. On 2/13/2025, the applicant denied the showing time via text message stating he would rather live at our *********************** location. 

  
  On 2/14/2025, we show the applicant reached out to us on our ********************************* location. The $35 application fee was paid on 2/14/2025. 

  
  On 2/17/2025, our staff reached out via text message that we received the application, and needed his pay stub for review; however, we needed the photo ID to be uploaded because we could not open the prior document he had uploaded. He sent that to us as needed. At that time, he asked to tour the ******** Apartment he was interested in. 

  
  On 2/17/2025, we advised the applicant that we had reviewed his rental application and would need to be provided a copy of the metro voucher with other questions regarding employment due to his out of state ID to ensure the income qualifications are met for living at any of our properties which is a standard part of our application process. At that time, our staff provided information regarding voucher amounts and qualifications based on the total voucher amounts, as well as, information regarding qualifications for our different locations. 

  
  At that time, he began to reference a friend who lives at a different location, their voucher information, and other topics which we cannot discuss. We do not discuss vouchers and tenant information with applicants or other tenants. We understand all vouchers are different and the qualifications for amounts are also different. We discussed that our properties include a rental price, as well as, utilities (ie. electricity and water). 

  
  The applicant did not provide us a copy of his Metro Voucher to review.  He advised us via text message of the voucher total on 2/17/2025. We discussed based on the amount he provided that would not qualify for our ******** location. At that time, we still had not seen the voucher or verified the voucher information for clarity. Based on the information he provided as his voucher total, our staff discussed he would not qualify for our ******** location; however, he would qualify for our *********** location and provided the next available move in ready date.

  
  Please keep in mind, we were unable to verify the metro voucher information he provided because the documentation was never provided to our staff.
  At that time, the applicant asked to be refunded for his application fee. We advised the applicant the application fee is non-refundable and that is stated in our application process as well. 

  
  The application is completed online and per the documentation online prior to filling out the application, I have provided the section is below which discusses the application fee information. 

  
  Application Fees are nonrefundable, if you have any questions please ask BEFORE submitting your application. Applications are only good for 3 months if information hasn't changed. Applicants who have new information must submit a new application. Updated proof of income is needed after your application is 30 days old.
  
  We cannot guarantee any unit you have seen or applied for will still be available by the time your application is submitted or processed.
  
  Co-signer- Must provide documentation of home ownership, and provide proof of income is at least five (5) times the monthly rent amount.
  
  We do accept Metro- applicants must have an additional income and provide proof.