Complaints

This profile includes complaints for Family Gateway's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Family Gateway

  1421 W Mockingbird Ln Ste C Dallas, TX 75247-4905

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  Family Gateway

  711 S. St. Paul St. Dallas, TX 75201

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  Family Gateway

  19373 Preston Rd Dallas, TX 75252-2438

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  Family Gateway

  13455 Kit Ln Dallas, TX 75240

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:11/19/2024

  Type:Customer Service 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 applied for services on 8/30/24. After submitting everything requested i stop receiving communication but i continued to call, text and email she said i wasnt responding as of 9/29/24 the date my son was diagnosed with cancer and started chemo a week later and thru this whole ordeal i still was reaching out so i sent her the screenshots of me reaching out. at that point we living in the hospital. she requested documents from my landlord whom works for the government which was also proven. she reopened the application and stated the address doesnt populate on the county website and ask for a deed which was submitted due to address not showing due to confidentiality which was also verified by the county and owners. she stop responding altogether so i went into the office 11/15/24 and was finally told i was denied assist due to address so why ask for additional information or not call county to verify after basically selling a dream whole time we were in hospital even the landlord was waiting for the assist to be sent for my house deposit only to be faced with this now i have to find a way to remove my property from the residence all while at the hospital with my son for chemotherapy. i went to the office 11/17/24 to speak to superior whom i was told in a meeting and i should have a seat only for another lady to come out 27 mins later and say mrs ***** you have 10 mins to leave the premises. like why would she tell me to sit and wait and why am i asked to leave as if i was causing a commotion as i quietly set there crying cause once my son leaves hospital we have no where to live and also lost everything we owned due to no funds to even remove our things or get a storage.

  Business Response

  Date: 12/19/2024

  Thank you so much for informing us the situation Ms. ***** reported, and I apologize that we have not responded sooner.  We did not receive prior notices.
  
  In reviewing Ms. ***** notes in the ******************* Information System, it does appear that we were unable to verify the landlord/address of the home for which Ms. ***** was requesting support.  We must follow specific steps in verifying the ownership/landlord relationship due to multiple cases of fraud that are prevalent in the rental marketplace.  Staff consulted with our *************** Officer to confirm that we could not document to the extent needed for auditing purposes for the financial support required.
  
  We do show that our Assessment & Diversion supervisor attempted to reach out to Ms. ***** on multiple occasions to try to respond to her requests for escalated support but show those attempts went straight to voicemail.  We also show an email that was sent to try again to be responsive, but perhaps something went astray in the correspondence.  While we did receive an emailed deed, parts of it were handwritten which created additional concerns for our verification purposes. Lastly, we have documented that Ms. ***** was offered support should she find another home that could be verified through our usual process.
  
  We are going to check our security footage for the day that Ms. ***** noted she came in person, was asked to wait, and was then asked to leave.  In checking calendars, our supervisor was in the office that day and has no record or recollection of being informed that a family was in the waiting room to visit with her.  Should our security footage indicate that Ms. ***** did come in and that someone from the front desk did not alert the supervisor, we will of course address that personnel/training issue accordingly. If that happened, it should not have happened.
  
  I am very sorry that we were unable to help Ms. ***** in the way she wanted, at a time when she was obviously going through a tremendous amount of stress.  Should she still need assistance and can provide a verifiable home/ landlord, she can reach out directly to our Assessment & Diversion Director, ***** ********* at ************************************** and we can try again to see if we can be of help.
  
  We served almost ***** families in crisis last year, and sometimes our systems get overwhelmed, and sometimes we are not as responsive as we would like to be. 
  
  Please understand that we do have to be extremely careful in an environment where sometimes our families get scammed and that we work hard to verify information to follow the guidelines that HUD and other funders request of us.
  
  We will be happy to try again with Ms. ***** should she still need support.

  Customer Answer

  Date: 12/20/2024

  I am rejecting this response because:   These are flat out lies as i also have video of being in the office and asked to leave rudely and told that we already told you no we cant help you so you have 10 minutes to leave. My landlord showed proof of working for the government which is why the address is disclosed from public which was also confirm by the clerk of court. No one reached out to me at all. I also reached out to supervisor several times after the caseworker didnt want to provide me the contact info. 

  Business Response

  Date: 12/23/2024

  I would invite Ms. ***** to consider that we are trying to comply with funder requirements that compel us to verify that the property in question is under the control over the landlord/owner who will receive funding directly from our agency.  We have taken the additional step of contacting the county in which the property in question is located to see if there is an alternative way for us to verify this property.  Should we not receive a phone call back from the county leader, or should we not be able to verify the property through this mechanism, our offer stands that should Ms, ***** find a property that we can verify, and should she still be in need of assistance, we will be happy to provide some support to her.

   

  Warmly,

  ***** Magnis
  President & CEO
  Family Gateway

  Customer Answer

  Date: 12/23/2024

  I am rejecting this response because:   they never tried to reach out to no one. she only acted like she did because i had proof that my son was diagnosed and hospitalized with stage 4 cancer in september. i had already used every dime i had to move into the house and the case worker knew that and let me to believe everything was in the clear. Now, yes just now, they say find something else. they never offered that before they only said no we told you no and even the. that was after i visited the office due to no responses. i didnt even have funds to remove my belongings from the property. i lost my job due to being a single parent caring for my son after he was hospitalized 33 days straight and now we go to chemo and radiation daily so theres no way i could manage to find something else. but no they didnt properly contact me nor anyone else even my landlord can vouch for the lack of communication because she reached out to them several times on my behalf to submit documents and it they stated something she got it done and they never mentioned any of these problems to the landlord or gave her a chance to even correct the said problems which definitely shouldnt have been. first they said the w9 was the problem then it was the county not answering then they said they did talk to them. i dont know if the select to help certain people or stay under certain rent amounts but i definitely didnt deserve to lose my lively hood due to their unconcern. now i have a sick child that im dragging from hospital to sleep in a car.