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:10/12/2022

  Type:Sales and Advertising 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’ve been looking for apartments in Philadelphia with parking and came across Dwell. I reached out and received a call back quickly. They asked what I was looking for and price range. I mentioned the parking was the main feature in my search and gave my price range for rent and said I understand parking is an additional cost, which is why I wanted to keep the rent in a specific range. I was told “no problem” they have plenty in that range. I then asked about parking cost and was asked about my type of car, she then quoted a range and said there was a slightly different cost for the garage vs surface lot. We scheduled a tour for a few days later. On the tour I also discussed parking and outdoor space being the biggest appeal to the complex. We walked the building and both parking lots. The guide pointed out the secure parking with cameras. We toured outside where the guide mentioned street parking being fairly easy to get in the area and I should consider that vs tying myself down to a 12 month lease for parking. We then went back to the office where again, I questioned the cost of parking. I was told again, it would depend which lot, but since I have a full size SUV, it would more than likely be the higher priced lot. Which was understandable. My sister in law was a witness to all of this since she joined us on the tour. I ended up applying for the apartment and paying $315 to apply and hold the apartment. I was approved a few days later and further instruction was sent to me for insurance and electric. In reviewing the docs I noticed there was no mention of the parking cost. I inquired and was told “they have no parking spaces available and I can be placed on a waiting list”…I was told this AFTER I applied and paid the app and hold fee. I told them parking was a deal breaker for me as I mentioned it numerous times throughout our exchange. I have received no response to my inquiries and I just want my money back and inquiry removed on my cred

  Business Response

  Date: 11/11/2022

  We would like to dispute this false claim.

   

  This applicant applied with the full knowledge there has been a parking waitlist at our community since August of 2021. When she toured we discussed street parking with her as an alternative until a space became available if she decided to lease with us. She applied for a home on 8/25/2022, approved on 8/29/2022 and received her approval letter which showed all her charges.

   

  ********************************* expressed the need to cancel due to not having a guaranteed parking space in our parking garage. While we would normally not refund the application fee (which states its non-refundable.) nor the  holding fee if someone cancels after 72 hours of applying. In good faith we refunded her application fee of $65 and holding fee of $250 on 9/22/2022. This claim is false and a defamation of the good business practices of our community.

   

  Attached is a copy of her application in which approved for her consumer report to be pulled and she understood she needed to cancel before 72 hours in order to receive a refund.

   

  Please contact me with any questions or if you need any additional information.

   

  Thank you,

   

  Coyea B********** I  Senior Property Manager

  Dwell 2^nd Street

  1321 N. American Street, Suite 101  I  Philadelphia, PA 19122