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:01/08/2024

  Type:Product Issues
  Status:

  ResolvedMore 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.

  The date of transaction was December 28th, 2023.I paid H.C.H Houston Corporate Housing the amount of $3458.19.H.C.H Houston Corporate Housing committed to providing us with a 'new' furnished apartment near to *********************************. The nature of this dispute is that H.C.H Houston Corporate Housing failed in providing suitable lodging due to the fact that the apartment in question was old and has mold under the kitchen sink, due to clogged sink and a garbage disposal that does not work. We gave our notice to vacate the apartment #***, at ******************************************************************************************** via email on January 02, ******* response to my Grievance Letter, sent via email, dated January 01, 2024, H.C.H Houston Corporate Housing has denied any malfeasance. The Invoice ID Number is: ******* learned of H.C.H Houston Corporate Housing through *******************************************************'s website. Here is the link: *****************************************************************************************************************************************************.

  Business Response

  Date: 01/08/2024

  Dear BBB Team,
  
  I trust this message finds you well. Thank you for bringing the guest's concerns to our attention. After a thorough review of the situation, it appears there may be some miscommunication.
  
  Upon further investigation, it has come to light that the guest's portrayal of the situation may not accurately reflect the circumstances. Regrettably, it seems that the guest has been less than forthcoming not only in reference to the last unit but consistently throughout. It appears he is attempting to navigate his way out of his contractual obligations by presenting a series of inaccuracies and exaggerating minor issues.
  
  To provide clarity, we have attached photographic evidence illustrating the condition in which the guest received the unit. Additionally, we have included the text of our response to his complaint letter below for your reference.  
  "Dear Mr. *************** trust this message finds you well. We appreciate your correspondence and have thoroughly examined the concerns outlined in your email. Our team, including management, has diligently assessed each point, and we would like to provide you with a comprehensive response:
  
  1. Following a thorough investigation, we have identified no deficiencies in the service you received. We are genuinely surprised to receive this letter, as our
      commitment to providing exemplary service remains steadfast.
  2. Based on our investigation, it was determined that you expressed satisfaction with the original unit, 1511, and were notably impressed during the showing. The
      sole reason for your request to relocate to a different unit was the absence of a shuttle service, a detail that was not communicated at the time of booking.
      Despite not being obligated to fulfill this request, we proactively upgraded you to an A-class property, offering a discounted rate in alignment with prevailing
      market rates. It's important to note that all associated charges were transparently communicated in the reservation invoice, allowing for thorough review before
      making any payment. Our commitment to transparency and service excellence remains unwavering.
  3. Upon reviewing the inspection documentation and accompanying photos of the unit to which you transferred, we confirm that the property was indeed in a
      move-in-ready condition. We acknowledge that, despite our thorough processes, occasional errors may occur. In alignment with our company policy, we want
      to assure you that we always offer complimentary free cleaning in the event that such errors are identified. Your comfort and satisfaction are paramount, and
      we are committed to addressing any concerns promptly and efficiently.
  4.We appreciate your understanding regarding the minor maintenance issues you raised, such as the slow drainage. The delay in addressing these concerns was
     attributed to the holiday period. Rest assured, the necessary steps have been taken, with one drawer already ordered and the remaining issues being promptly
     attended to by our maintenance team. It's important to emphasize that no major issues were identified, and we are committed to addressing and resolving each
     concern efficiently. We understand the importance of attending to even the smallest details.
  5. We want to bring to your attention that the cookware issue you mentioned has been addressed. We promptly replaced the cookware, providing you with new
      items. It seems this positive resolution was not included in your letter. We appreciate your understanding and encourage open communication, ensuring that all
      aspects of your experience are accurately represented.
  6.  We would like to clarify that additional linens are complementary, and we are always ready to provide them upon request. It appears that your need for extra
       linens for the sleeper sofa was not communicated. Had you informed us of this requirement, we would have been more than willing to promptly supply you with
       everything you needed at any time.
  7. We want to clarify that we have no knowledge of, affiliation with, or any previous interaction with an individual named "******* ******." It
      appears there may be a misunderstanding or confusion with another party or entity. We take great care to ensure accurate and personalized
      communication with our clients, and we are committed to addressing any discrepancies or confusion that may arise. If there are specific
      details or context regarding this name that you can provide, we would appreciate the opportunity to investigate further and ensure clarity on
      any potential mix-up. Please feel free to share any additional information you may have.
  8. Since 2014, we take pride in our dedicated service to medical patients, having hosted hundreds with a commitment to maintaining the same level of
      astonishing, attentive, and responsive service. It remains our steadfast goal to contribute to the well-being and comfort of our guests, especially those with
      specific medical needs. We appreciate the trust you've placed in our services, and we look forward to continuing to meet and exceed your expectations in the
      future. If there are any further requirements or preferences you'd like to discuss, please do not hesitate to let us know.
  9. We acknowledge your need to cancel the reservation due to other arrangements. However, it's essential to clarify that, despite the cancellation, the
      responsibility for the reservation and associated charges remains with you. As per our policy, no refund is applicable in this case. We are here to assist and
      ensure a clear understanding of our policies and procedures. If you have any further questions or concerns, do not hesitate to reach out for
      If you have further questions or need further assistance please dont hesitate to reach out
  
  Sincerely 
  ____________________________________________________________________________________________________________________________________
  
  We value transparency and integrity in our business dealings, and it is disappointing to encounter a situation where these principles are not reciprocated. We remain committed to resolving any legitimate concerns and upholding our standards of service.
  
  Thank you for your understanding and cooperation.
  
  Best regards,

  Customer Answer

  Date: 01/08/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  The copany in question was unprofessional from the very beginning. This apartment is a health issue, as I have submitted images of mold. As I stated, the cost if the  apartment is excessive. The unit was in poor condition and the cost was excessive. They claimed that it was an -A+ (they cannot make up their mind). We expected a new apartment, not this old and poorly maintained unit. As is problematic with corporations, they are stonewalling us. Obviously, they could care less about us. All they care about is money.
  
  Regards,
  ***** *******, BA, M.B.S., ThM., ABD 
   
  

  Business Response

  Date: 01/08/2024

  Regrettably, the reply deviates significantly from the reality. We have consistently been accommodating, and our comprehensive review and response encompass all aspects. It is unfortunate that the guest has chosen this course of action.

  Customer Answer

  Date: 01/08/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  As the attached copies of the emails show, I was suspicious of doing business with H.C.H. Once again, the images that i provided of the condition of the apartment in question was poor, to say the least. After a long weekend, having to clean the dishes while the sink would not drain, H.C.H finally had a maintenance man show up at our apartment on Tuesday, January 02, 2024, at approximately 5:30 pm. After attempting to unclog the kitchen sink (he actually through a pot of dirty water over the balcony), he informed us that he would have to come back tomorrow, because he would need to 'snake' the drain. By this time, there was filth in the tub (apparently, he threw the dirty sink water in the tub), we decided to vacate the premises. There was not one sink that did not drain properly and, with mold under the kitchen sink, it was unsafe for us to remain there. (My wife has been treated for mold toxicity in the recent past. She, of course, expressed concerns about the mold I saw under the sink.) The whole experience, from beginning to end, was terrible. Keep in mind, the main reason that we needed temporary lodging in the Houston area is because my wife needs treatment at *********************************. H.C.H simply added to our woes. I would not recommend them to anybody in need of help. 

  The price that they charged us was supposedly affordable housing. At approximately, $3,500.00 per month, for a 1 bedroom, 1 bath apartment, it was anything but. (I went on ***************** Homes website here:  **********************************************. They list an apartment of comparable size at $1869 per month. Even for a short-term apartment, H.C.H is taking advantage of people who are in need of temporary lodging at a most difficult time in their lives. 

  What I have stated is the truth and I stand by it unwaveringly.

  Regards,
  ***** *******, BA, M.B.S., ThM., ***

  Business Response

  Date: 01/10/2024

  We feel sorry for the situation but there is nothing else we can do on our end, the guest had different arrangements and trying to find his way out of reservation.

  Customer Answer

  Date: 01/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  

  Be advised that since this business wil not remedy this complaint, I will be seeking legal advice to mitigate this matter. 
  
  Regards,
  
  ***** *******, BA, M.B.S., ThM., ***
   

  
  

  Business Response

  Date: 01/30/2024

  The customer, made a false claim with his credit card company, this counts for a fraud act and we will proceed with legal action against the customer if he wont pull this in 10 days time. 
  
  Sincerely 

  Customer Answer

  Date: 02/03/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.