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Business Profile

Adult Family Homes

Vantage Pointe at Marrowbone Heights

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:08/27/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    7/25 I submitted my packet for housing request for tenancy approval.7/25 The leasing agent confirmed via text she would send my packet as soon as possible. 7/29 I noticed my current apartments of my 30 day notice to vacate due to new housing.8/8 I called to check on the status of my approval. The leasing agent stated she had not sent off my packet and they leased the unit to someone else. Specifically, she stated, we cannot tell another applicant that the unit is unavailable because someone with section 8 is applying. I then questioned that if I filled out my packet for that certain unit, wouldnt sending it off have been on a first come first serve basis? She then stated they would have an apartment available on 8/15 and she would send my packet that day.(When I originally filed out the *** packet, I was told by the leasing agent that my packet would be sent off later that day and to expect to hear back between 1-3days.)8/14 I reached out my case manager to check on the status of my *** packet from the potential landlord. I have discovered at that time that my *** packet still has not been received.8/15 I called leasing agent to check on status of apartment with no answer or returned call. Today is 8/27/2024 and my packet still has not been sent off nor received.I have to vacate my current apartments in 3 days on this Friday, 8/31/2024 and my 3 children and I have nowhere to go.I need help with understanding what went on here. I believe I have been discriminated against based upon my source of income and now my family is now facing homelessness on 8/31/2024.

    Business Response

    Date: 09/23/2024

    Unfortunately, per **** regulations, we are unable to send over the *** application paperwork until 3 days before an apartment is move in ready. Per our application rules we are unable to hold an apartment until an applicant has been both approved and has paid their deposit to hold the unit. While we would have loved to submit the paperwork for Ms. ****** earlier than this, THDA would've rejected it before this time.

  • Initial Complaint

    Date:11/08/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    My wife, ******* and I moved into these apartments in May of 2022. We had no issues, except that we had a small miscommunication on the renters insurance offered. I was told that I could send information over from my private policy and that I would not be charged for the apartments master policy. I did this, and mistakenly confirmed in person that this was okay. I was told we were good, and the master policy charge was removed. However, every month that we lived there the charge was added and I had to speak to someone in the office to have it removed. The reason was always this darn system we have to use or something along those lines. We moved out in September, and paid every fee we owed. Then I get an email telling me I owe for this master policy, and over $300 in interest. When I tried to speak to the office about this, a new employee called ******************* (the other one is no longer there) will not even listen to what I have to say. She speaks over me and cuts me off, or just hangs up. I have been unable to even get a managers contact info from her, instead only receiving a general email which I get no response from. I am infuriated and running out of ideas on how to just have a simple conversation with these people and have this wrongful charge removed.

Vantage Pointe at Marrowbone Heights is NOT a BBB Accredited Business.

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