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:03/02/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  January 2nd, my husband Jessie D**** and I, took a tour w/ Kymber for a 3 bedroom apartment. We submitted our application the same day. Days later our application was approved for unit 0814, 3 Bdrm 2 bath, 1st floor. We were told a 01/31/2023 move-in date, but the unit was up for renov. & the move in date may be pushed back. We confirmed we were okay w/ that & was willing to wait.
  While we waited, Jessie & I checked in w/ Jordan & Ajah & were told that everything was good to go for move-in. Every interaction we had w/the leasing office, my husband & I were both on every call together.
  A week before move-in we spoke to the staff & was told we could not move into the unit. We asked to wait for the unit to become avail. We were told the unit was unavailable indefinitely & they could not keep a pending application. I asked if they had another 1st floor, 3 bdrm available. I said we would take any 1st floor 3 bdrm. They said only a 2nd floor & 3rd floor were available. I explained the sole reason we went w/ their property was because of the 1st floor 3 bdrm apt. They apologized for the mishap & offered to refund our application fee. She said she would speak to her manager & have a refund issued.
  We never heard back or received the refund. We called the office today to check on the status of the refund. We were placed on a long hold & they hung up. We called back & spoke to Jordan, Ajah & the Asst property manager they named several false info 1.) They said another 1st floor 3bdrm was offered 2.) They said we specifically requested a wood view 3.) They said they never spoke to me. All were untrue. I explained that we desperately needed a apartment & we did NOT refuse another 1st floor apartment. Each person gave a different story. Jessie is a multi-tour combat U.S. Army Vet & was treated poorly on the call today & throughout the handling of this process. We only want our application refund back as they offered. Today, they refused (multiple times) to issue the refund.

  Business Response

  Date: 03/16/2023

  Jesse D**** applied on 01/05/2023 for a move-in on 01/31/2023. It was discovered by the staff on January 17th that the unit would not longer be available for rent; a full 15 days before their move-in date. We offered at the time to either refund the application fee or to move the D**** family to another unit. We offered two options 812 and 824, one of which was a first floor option. Due to the direction that 814 faced, the family decided that they would like to continue with the reservation and wait for the unit. This was after a very clear conversation that we were still waiting on an exact ready date for the apartment home. At the time, we believed the repair would take less than 30 days. Once it was discovered about a week later that the repair would take longer, we called the prospect again offering to cancel the application or move to another unit. By this time the first floor unit was no longer available. They stated at the time that they would still like to hold the reservation. It was not until the 31st that the D**** family cancelled the reservation. After reviewing this case with my team we have decided that despite offering the prospect to cancel twice and several attempts to move them to an available apartment home that we will still refund the application fee. This has been processed and is in the process of being sent out to the prospect. Communication on this case was very open with the residents. We do not typically refund application fees, per our company policy that is listed on the application that they signed. 

  Customer Answer

  Date: 03/17/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The details of their response are fabricated. We kindly ask that the leasing office or the corporate office please listen to the recording of the phone calls. This office has been unethical in their handling of our situation. We asked them to review the previous calls with us and police officers present. They would not consent to this request. Why not cooperate in this actin to confirm the truth if their details were accurate? This office took no deeper action to reveal the truth. 
  

  Furthermore, we received no formal notification such as an email) stating that our application was canceled. My husband has Army related veteran injuries that would require us to have 1st floor apartment. We would not and did not refuse another available 1st floor 3 bedroom apartment as we desperately needed a unit. Since our house is in the process of being sold. So THEM cancelling our unit and not offering another one put us in a very difficult position in terms of the sell of our home. We trusted that the unit listed in our application would be our new residence  in the timeframe they provided. To this day they never told us what was wrong with our originally assigned unit. We deserved at least a proper explanation which never happened, in addition to not refunding our money, as they volunteered to do during the phone call. Listen to the call.
  
  
  
  Sincerely,
  
  Jessie & Sylvia D****