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:05/08/2023

  Type:Product Issues
  Status:

  UnresolvedMore 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 had a short term lease with Lion's Gate apartments from September until December. My apartment number was *****. I had rent set up to automatically withdraw from my bank account monthly, which included a $25 per month pet rent for a total of $1920. For December, my rent was double charged and an extra $1920 was removed from my bank account ($3840 in total.) ***** I moved out in December I requested a refund check (usually they apply to extra withdrawal to next month's rent.) I had to make several calls to straighten this out and finally received a refund however it was for $1895 and did not include the extra $25 for the double charged pet rent. I called in January and spoke to ***** who said she would pass it along to the new manager *********. I never heard back so I called again today (May 8th) and explained the situation to ********. I did ask several questions about why this hasn't been addressed yet even though ***** said she could pass it along. ********'s only excuse was that they've had 3 different managers in the last 6 months and they don't communicate ongoing issues to the new manager before they leave. I asked to speak to the manager and was not allowed. ******** stated they have nothing to do with refunds and it comes from ***** ******, so I asked for their number to call them myself and she would not give me that information. I've already spoken to ***** several times and still have not received a refund check for $25, it's clear there is no communication or organization within the leasing office (note this has been ongoing since January and it's now May.) Since I was denied the opportunity to speak to a manager myself I have escalated the issue to file a complaint with the BBB.I have uploaded a screenshot of Lion's Gates residential portal account that shows the double rent, double pet rent, then the security deposit refund and the rent refund, but not pet rent refund.

  Business Response

  Date: 05/26/2023

  Upon receipt of this complaint via the postal service, I personally contacted your client using the phone number provided in the letter. I called her on 5.17.23 and left a message to make ***** aware that I would be sending her an electronic gift card via her email address to rectify the overpayment of a pet charge of $25.00. I left my name and contact telephone number and asked that she return my call. 

  On 5.18.23 @ 3:15pm I contacted her again and had to leave another message on her phone. My message was to make her aware that I was unable to use her email address to send the gift card because she was no longer a resident here and I am unable to access that particular email. I requested that she return my call to either provide me with a different email address and/or provide me with her current mailing address so I could mail a gift card to her.

  I sincerely apologize for the inconvenience that this has caused *****. Unfortunately, I am new to this office and knew nothing about this situation.  Had this been addressed while ***** was still a resident here, her account would have been credited properly. Since she no longer resides with us, her account has been closed, thus offering a gift card in the amount of $30.00 is the resolution I can provide.  I was hoping to speak with ***********so I could apologize on behalf of Lions Gate, and to let her know of my resolution.

  Customer Answer

  Date: 05/31/2023

  Better Business Bureau:
  
  Once a complaint is made through the BBB all communication needs to go through them for documentation purposes, which is why I refuse to talk with the office of Lions Gate via phone. While I'm not happy that ***** ****** is not being held responsible for overcharging, if the only resolution they can offer is a digital gift card I suppose I have to accept that offer. My email is *****************************************************;
  
  *****************************
  
  

  Customer Answer

  Date: 07/28/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  
   Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  

  Sorry to ask again but are you able to send the email to Lions Gate again? They still have not given me a refund so I don't know if I can open the case up again as not resolved? 

  
  

  
  Regards,
  
  
  
  ***** *********