Complaints

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• Initial Complaint

  Date:01/23/2024

  Type:Order 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.

  Leasing agent ********************************* and company operate a scam real estate agency that robbed me of $1150. I applied then viewed the disgustingly filthy apartment with a water leak under the bedroom with peeling paint and mold that they keep forgetting to fix. Saying they will look into it. I was told would be soon cleaned. Viewing other properties while visiting from out of town of decided to go with this unit because time wasnt on my side. Originally, I asked for the move in date to be 01/19/2924 weather permitting but ******* stated that the move in would have to be Monday, Jan 22 or later due to weather. On Thursday night, the night before, I received the welcome letter and copy of the lease that has yet to be signed on Jan 23, so that I could fully review things before signing. I reviewed the digital version of the lease and decided to push back the move in date to Jan 29, **** which notification was given same day welcome email was received. On Monday, Jan 22, **** I received an email from ******* saying that I had to the original lease with the move in date Jan 19 and pay for days Im not residing in the unit because they are unwilling to change the move in date on a daft or the lease. Basically, trying coercing additional funds or losing my deposit of one months rents if I didnt sign that day. This agency is are scam artists that shouldnt hold licenses. At first I just wanted them to draw up a new draft of the unsigned lease but now I see that this real estate agency is unethical scam artists I just want my deposit back.

  Business Response

  Date: 01/23/2024

  ************ has decided to cancel her application.  Our policy, which is on the application agreement itself clearly states that application fees and hold fees are non-refundable. ************ signed this agreement. She later cancelled because she wanted to push back her move in date for personal reasons, unrelated to Sustain Realty, the condition of the apartment, or weather conditions. Below, please see a chronological list of events.

  01/09/2024 ************ applied for the apartment site unseen and was approved.

  01/10/2024 ************ toured the apartment.  The make ready was not completed yet, but we assured her that painting and cleaning would be performed before she moved in.

  01/15/2024 ************ finally confirmed that she would take the apartment and wanted a move in date of 01/19/2024. 

  01/15/2024 Hold fee was received.

  01/17/2024 Painting was completed.

  01/18/2024 Cleaning of apartment was completed.

  01/18/2024 Welcome letter including a copy of lease for review and explanation of monies due was provided.  Emails were also sent on 01/09 and 01/15 with this information,

  01/18/2024 ************ confirmed appointment for lease signing on 01/19/2024.

  01/19/2024 Delaware County was hit with a snow storm up to 3 inches in some areas.  We still opened the office for the convenience of new resident's lease signings.

  01/19/2024 ********************************* was in the office from 8:30am-3:00pm waiting for ************ to arrive to sign the lease and receive keys.  ************ cancelled and agreed to come 01/22/2024.

  01/22/2024 ************ notified us that she did not want to move in until 01/29/2024.  It is not our policy to revise lease conditions under these circumstances.  We informed ************ that she could move in later, but that her lease start date would remain the same.  The cancellations and postponements of this lease were not due to any fault of Sustain Realty.

  01/22/2024 ************ stated that she wanted to cancel her lease and requested all monies be returned.  We informed her that she signed the agreement which indicated that in the event of cancellation by applicant, the hold fee and application fee are non-refundable and provided her with a copy of the agreement she signed.

  Attached, please find a copy of the application agreement and all text and email correspondence.

  Please feel free to contact us for any additional information you may require.

  Thank you, *************************** - Senior Property Manager

  Business Response

  Date: 01/31/2024

  Attached are the lease and welcome letter that was provided to ************ on 1/18/2024