Complaints

This profile includes complaints for Avenue5 Residential LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Avenue5 Residential LLC

  901 5th Ave Ste 3000 Seattle, WA 98164-2066

• 

  Centennial

  506 W Centennial Blvd Springfield, OR 97477-2840

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  Chalet

  2555 Gateway St Springfield, OR 97477-1193

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  Conifer Place

  213 NE Conifer Blvd Corvallis, OR 97330-4273

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  Couch9

  135 NW 9th Ave Portland, OR 97209-3466

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:11/20/2022

  Type:Service or Repair 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.

  We have filed several work orders over the last 12 months for the following issues and they have yet to be resolved. -master bathroom toilet is broken and clogs every 3 to 4 flushes. We have had it looked at several times by maintenance only to be told each time that they cannot fix the problem long term as it is an issue with plumbing at the whole complex. We have a two bathroom apartment and have been restricted to one bathroom for over a year. -the fiber glass/plaster on BOTH of the showers is torn up. The master bathroom shower cannot be used at all. We have put in several requests to have it replaced and our work has been either "cancelled" or put on "hold" each time. -due to severe plumbing issues at the complex and the fact that the emergency sewage drain is in front of our front door, we have an infestation of sewer gnats in our apartment unit. We had pest control come out only to tell us that ultimately the complex needs to fix the plumbing for it to resolve. When we addressed this with the complex, they suggested we buy our own products on Amazon to try and get rid of the bugs. The bugs are in our pantry, our sinks, showers, dishwasher, etc. We have to keep everything plugged at all times. It is absolutely disgusting and we should not have to live with sewer bugs. -the back up sewage in front of our front door has over flowed on several occasions. They've had to shut off the water to our building several times because of this. -The apartment complex management is incredibly rude and unprofessional. They often encourage us to fix issues on our own including recommending that we hire our own plumber even though that would be a violation of our lease. They have done absolutely nothing to try and rectify the issues. They ignore our phones calls and disregard work orders. We spend nearly $1700 a month only to be infested with bugs, not have working plumbing, and not be able to use one of our bathrooms that we PAY for.

  Business Response

  Date: 12/15/2022

  Good morning and hello.
  

  Your concerns have all been addressed. We were able to respond to the first report of any plumbing issues this spring, which was fixed, as well as the subsequent one in October, when we were notified on the 25th.

  As a result of this message, we were made aware of your concerns about your tub, and we thank you for bringing this to our attention. We spoke with you and scheduled repairs with our vendor for the end of this month.

  We appreciate you alerting us of ******** concerns via this post. We offer these services on a weekly basis; if you need them, please call our office at any time to make an appointment. We've been working with Pest Elimination to develop a strategy. This problem was addressed by pest control experts earlier this week, and additional treatment was administered today. We will continue to serve you because you are a valued resident, and we take pride in ensuring that you love where you live and enjoy your home.

• Initial Complaint

  Date:11/18/2022

  Type:Billing 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.

  In October of 2022, after two years, I moved out of an apartment complex owned by Avenue 5 Residential and they subsequently sent me a bill of $656.95 for move out fees. The bill is inclusive of: items Im not disputing (e.g. carpet repair and misc utility costs), charges of $215 for Cleaning Charges and $258 for Prorated Painting and Patching, and a $300 credit for my security deposit. Im disputing the payment of the Cleaning Charges and Prorated Painting and Patching as they are generally the landlords responsibility and should not be charged unless they exceed ordinary and reasonable wear and tear per Cal. Civil Code 1950.5(b). After application of the credit and foregoing the reimbursable amounts, the total should be $202.18, which Im more than happy to promptly pay after they remove the charges (the payment system precludes the user from making partial payments). The attached pictures are from the date I actually moved out, October 1, 2022. Youll notice that the condition of the apartment does not exceed ordinary wear and tear they also didnt exceed normal wear and tear before my cleaning of the apartment. Ordinary and reasonable wear and tear is defined as the unavoidable deterioration of a unit resulting from normal use by the tenant. A landlord may not make tenants pay for painting, new carpets, or curtains unless they are damaged beyond ordinary and reasonable wear and tear. I now have no other option but to seek a refund of the $473 ($215 for Cleaning Charges + $258 for Prorated Painting and Patching,) as I should not have been charged for them. I cleaned the apartment myself and shouldn't be charged for cleaning fees as that is the landlord's responsibility. Moreover, any marks on the wall do not exceed normal and tear and should not be an expense incurred by the previous tenant unless the damage exceeds normal wear and tear. I've never had to pay for those fees as it's always been understood to be the landlord's responsibility.

  Customer Answer

  Date: 11/22/2022

  The name of the building owned by Avenue 5 Residential is ******************** Apartments. The address is:

  5550 **************

  *************** 90028

   

  Business Response

  Date: 02/17/2023

  Hello,

   

  We are working with the tenant to resolve this issue.

   

  Thank you,

   

  Customer Answer

  Date: 02/22/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is somewhat satisfactory to me. However, they have not reached out to me. In fact, I haven't heard from them since November 2022. I sincerely hope they are not attempting to waive this complaint by notifying you that they are in contact with me when they have repeatedly ignored my attempts to reach a compromise. I trust the BBB will continue to monitor this complaint until I give a formal confirmation that this has been resolved. As a reminder, it's not my wish to escape payment (which I have already done and am not seeking a refund) - I just don't believe I should have been liable for all of the charges, which I've made clear in my complaint.
  

   

  Sincerely,
  
  ********************

• Initial Complaint

  Date:11/16/2022

  Type:Product 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 put down a deposit of $300 electronically to apply for a home at **************************************. that same day was notified that i did not qualify for the apartment. only then was notified that i would have to wait 3 weeks to receive a check in the mail. they stated that because it was a deposit it would have to be mailed back as a check. i then told them that i didnt want it mailed to the address and they agreed to hold the check at their office, call me when it gets there and i can come pick it up. i waited 3 weeks and no call was made. i called them around 4 weeks and spoke to 3 different women, all of which stated they dont know where my check is as everyone quit and theyre under new management. they ALL promised to call me back with more information. none of them did. i then called Avenue5 which is the company that takes care of **************************************. the female that i spoke with said she would talk to upper management and get back to me about where my check is. no one called back. and til this day no one will respond to my voicemails or emails and no one picks up the phone. On Oct 14th *************************** called me from the reserves at ******* **** and stated that a check would be cut on the 18th and i would receive it by the 21st. i told her that i didnt want to wait another 3 weeks as it isnt my fault that they messed up. she told me *you are not gonna talk to me like that.* i told her i would come there to talk to her property manager as she wouldnt give me the name or phone number. i called the police to ask them to ask her for the property managers contact number and ************************ and told them i threatened to BEAT HER A** i did not but i did get trespassed. i have been calling and emailing and still 2 mos later. no check or answers. property manager emailed and said a check was sent oct 13th but i still have nothing. i questioned why her story doesnt match ******, no response. i am a single mother of 5. no child support or assistance. i need my money

  Business Response

  Date: 01/25/2023

  Hello, 
  
  This complaint is from a denied applicant that was trespassed off of our property by a former Property Manager. She had made a verbal threat to physically assault the Property Manager on the phone, then showed up at her office directly after continuing to verbally threaten, ****, curse, and refuse to leave even after asked and told that the police would be contacted. The initial address provided for the refund check to be mailed was not a place she was residing and then requested the check be mailed to the property. After she was trespassed off the police obtained a new address to send the check. We have numerous emails going back and forth with ************** updating her with the progress of her check. The last email of record was letting her know that if she did not receive the check to please let us know so that we could take care of the issue. To date, we have not received a response from her. Her account with us shows that the check issued to her has been received and posted to her bank. 
  

  
  

• Initial Complaint

  Date:11/16/2022

  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.

  I moved out of my apartment on 07/26/2022 and as of 11/16/2022 I have yet to receive my deposit back in the amount of $598.20. I had a roommate who was signed off the lease. I still have the physical roommate release form stating she signed her rights to the deposit away. I find it ridiculous it's been so long and I have yet to get my deposit back.

  Customer Answer

  Date: 11/17/2022

  *************** Apartments

  *********************************************** 85283

  Business Response

  Date: 01/24/2023

  Hello,
  
  Our Property Manager at Mission Springs has been in contact with our accounting department and the resident. This is being resolved.
  
  Thank you
  

  
  

  Customer Answer

  Date: 01/31/2023

   
  Complaint: 18413286
  
  I am rejecting this response because: It has still been 7 months since I've moved out of that apartment and I still have yet to receive my deposit. As of 01/31/2023 I haven't received my deposit back. The property manager doesn't give me any information other than a "they're working on it" statement.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:11/16/2022

  Type:Billing 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 signed my lease over to a new renter at the beginning of October as I had to move out of the area for work. All paper work was completed and confirmed by the rental office at which time I was told the lease takeover was complete. On November 1, I was charged $1845 by The ***** They claim that because my card was still in RentCafe it was auto-charged. The current tenant is now unable to pay her November rent. She is understandably hesitant to pay me directly as she doesn't want to open up the possibility of The **** coming later and claiming that she did not pay her rent for November. The leasing office has told me that this is out of their hands. They then told me that they are able to create a new charge on the account for the new tenant to pay. Yet, they still can't process a refund? When I attempted to login to RentCafe to remove my card and confirm the date of lease takeover it was clear that my account had been removed. I understand that this was likely a simple miscommunication as I know the leasing office has a lot on their plate. The simplest resolution is to issue a refund to my card and create a new charge to be paid by the current resident.

  Customer Answer

  Date: 11/17/2022

  Hello, this complaint is for ******** - ****, ** Apt #***. ********************

  Business Response

  Date: 01/09/2023

  Hi there,

  We have completed this complaint with the move out and this can be closed. Thank you!

  *************************| PROPERTY MANAGER o:************

  
  

• Initial Complaint

  Date:11/16/2022

  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.

  My apartment complex assistant manager is cutting tenants off when reporting service repair requests both in person and over the phone. **** ***** will also attempt to hang up and disconnect the conversation for any reason to her own and the landlord if refusing to provide ETA notices for any and all service requests. The complex in ************** SPRINGS APARTMENTS is also refusing to answer their phone on average over half the time. They will not return any messages via email as well as voicemails regarding the matter I am speaking on. The office is consistently and unavoidably rude, unprofessional and border line avoiding any and all responsibility to provide repairs on unit where the tenant, myself, have rented under two years but am in the second year renting after a $135 monthly rent increase after just one year. It is only a ************ have three or more service repair requests now outstanding one of which is for new air duct fans, the next for a new fan working in the bathroom, a working garbage disposal as well as a new heat coil for the door sh washer in said unit. The staff member name **** ***** has hung up on me 100% on all calls when she picks up. She doesn't say bye or goodbye she hangs up actively on me while I am specifying information over the phone for outstanding service request. This is rental fraud in the simplest form

  Business Response

  Date: 08/05/2022

  Good Morning,

  So sorry for the troubles you are having but we are not the owners of *************** APARTMENTS. We are in ******, **. I have heard there is another *************************. Please contact them.

  BBB * If you could make a not and remove this from our ************** that would be great. Again we are not the owners of MISSION SPRINGS APARTMENTS!

   

  Thank you all for your time.

   

  Business Response

  Date: 11/14/2022

  Good morning,

  I am sorry you are having trouble with your apartment complex, but we do not own or manage this apartment complex. You have the wrong company on the BBB. 

  BBB please make sure this is taken down and help **** find the correct company, so he gets proper help. 

   

  Thank you 

  Business Response

  Date: 01/26/2023

  Hello-Resident complaints are unfounded. He moved out of the community 10/18/2022.

• Initial Complaint

  Date:11/15/2022

  Type:Billing 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.

  Avenue five is the parent property owner of ********************* Apartments in ******* ******. I lived in ******************** and while living there I applied for the ****** emergency rental assistance program and was approved. ******************** sent in all of the documents to the ***** and the ***** sent a check to ********************. That check is now missing. ******************** Has written off my debt and sent it to their corporate office Avenue five residential. Avenue five residential needs to send a document to ***** so that they can re-issue a check. Avenue five residential billing will not answer any phone calls. They do not respond to emails. I have left multiple voicemails since June 2022. Their company lost the check and they will not cooperate let alone respond To ***** or myself. I called her office multiple times a day. I send emails often. I have tried contacting ******************** in ******* they refuse to help and I have this documented in an email. I have contacted different parts of avenue 5 residential such as general information and even the local ****** division and not one single response or answer of a phone call. Is this business even open. Do people work there? I am trying to figure out what I can do legally as the original check was mailed to their property and they have lost it.

  Customer Answer

  Date: 11/16/2022

  The address of the apartment complex is ****************************************************************

  Business Response

  Date: 01/26/2023

  Good afternoon,
  
  Thank you for the information, I am more than happy to assist with this. 
  
  Avenue5 Residential manages ******************** Apartments in ******* ******, they are not, however, the owners of the property just to clarify.  We have no record of receiving a check from OEARP for the balance regarding ****************************  OEARP has a mass flow of applications for rental assistance and unfortunately, checks have been sent to the wrong places/properties by them on countless occasions, lost in the mail by the ***** placed in the wrong mailbox, etc.  So many things could have happened here.  
  
  I understand how frustrating this must be for you and I apologize for the inconvenience.  We certainly want to resolve your balance, and we want to obtain the payment and apply it to your balance.  However, ultimately it is the residents balance until resolved and their obligation to work with the rental assistance company for the documentation needed.  We are more than happy to provide them with a W9 or whatever information they need to resolve this from us.  They generally ask for all the information they need from the resident and the landlord and must have it before the application is approved and payment sent.  We have already uploaded this into the online platform with them as well.  
  
  Once we have payment we for sure can apply it to your account for a clean balance record.  Once residents move out the delinquent accounts go to our billing department to take over.  They have an email they monitor as well as a phone line they monitor for all of the properties they manage throughout the states.  **********************************  o: ************ 
  
  We do apologize for any confusion and do hope to assist in resolving this.  We can be reached at  ******************************************** or ************.  Additionally, the office is open M-F 10 am-5 pm.  
  
  Thanks,
  

  
  

• Initial Complaint

  Date:11/15/2022

  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.

  I was recently denied housing due to the results of a rental history screening report that indicated I had a write-off on my rental history from 2017 for the amount of $575 for a property that was managed by Avenue5 Residential at the time. This is the first time I learned of this, and sought to pay what I owed immediately. I contacted the property, which is under new management, and they didn't have me in their system and suggested I contact Avenue5. I contacted the Former *************************** at Avenue5, who also couldn't find me in their system, and recommended that I contact the collections agency they use, IQ Data. IQ Data had no record of me in their system either. I filed a dispute with Experian RentBureau, the agency to which the write-off was reported, hoping that either a) Avenue5 would respond with the location of this debt or b) Avenue5 would respond that the debt is not in their system and it would be removed from my rental history. The results of the dispute stated that RentBureau "contacted the property manager [Avenue5 Residential] to investigate the item you disputed, and they verified the data as being accurate." I have included a copy of the dispute report, as well as the original rental screening report, for reference. After receiving this result, I once again contacted Avenue5, who reiterated that they do not have me in their system. Since then, their representatives hang up on me when I call, and they have failed to respond to email correspondence. If Avenue5 was able to verify to RentBureau the debt exists, then someone in the company knows how I can pay it. I would llike to pay the $575 that they say I owe in full and subsequently request that this delinquency is removed from my rental history at RentBureau, but have reached a dead-end in resolving this matter.

  Customer Answer

  Date: 11/07/2022

  The apartment complex was called **************. The address was **********************************************************************. Please let me know if you need any additional information. 

  Customer Answer

  Date: 11/09/2022

  Hello,

  Unfortunately I do not have a copy of the lease from my time at the ************** Apartments in my records. The only documentats I can provide regarding this issue are the rental history screening report and the RentBureau dispute results that I attached with the original complaint. 

  Also to clarify, MG Properties is the company that currently manages the Marina ******* Apartments, but Avenue5 Residential LLC was the property management company responsible at the time this write-off was reported. The complaint I filed is against Avenue5 Residential LLC, not MG Properties.  

  Customer Answer

  Date: 01/20/2023

  Hello, this matter has been resolved. Thank you!

• Initial Complaint

  Date:11/14/2022

  Type:Billing 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.

  Avenue5 residential is trying to collect money from me since I moved out of the ******************** apartments a couple of weeks ago. They sent me an invoice with a lot of different charges that I dont understand and they do not care to explain to me what they are. I left the apartment in pristine condition with the exception on a few little holes in the wall where some pictures where hung and a little spot on the carpet. They want to charge me for a full paint of the bedrooms, also for replacing the carpets and a bunch of other ridiculous charges that add up to almost $800. During the walkthrough of the apartment when I returned the keys, they did not mention any of those charges. They said everything looked great and that I probably wouldnt have to pay any more than $200 for the little holes in the wall which is still an outrageous amount to patch some tiny little holes. I have pictures to prove the condition of how I left the apartment and it was definitely clean and it did not need $800 worth of repairs.

  Customer Answer

  Date: 11/15/2022

  The apartment complex is called ******************** and the apartment number is 130

  Business Response

  Date: 01/09/2023

  Hello, 
  
  I want to apologize about the delay in response. Here is the breakdown of ***************************** moveout charges. All charges do fall under the agreed lease agreement that are not under the normal wear and tear. Please review the lease contract verbiage below.
  
  Utilities - $344.94
  Paint & Patch - $275 - 3 curtain rods removed and holes patched; wall mount hole patching; full paint
  Carpet Clean, Pet Treatment & Carpet Repair - $150 
  Total charges - $769.94
  
  40. Security Deposit Deductions and Other Charges. Youll be liable for the following charges, if applicable: unpaid rent; unpaid utilities; unreimbursed service charges; repairs or damages caused by negligence, carelessness, accident, or abuse, including stickers, scratches, tears, *****, stains, or unapproved holes; replacement cost of our property that was in or attached to the apartment and is missing; replacing dead or missing alarm or detection-device batteries at any time; utilities for repairs or cleaning; trips to let in company representatives to remove your telephone, ******************** services, or rental items (if you so request or have moved out); trips to open the apartment when you or any guest or occupant is missing a key; unreturned keys; missing or burned-out light bulbs; removing or rekeying unauthorized security devices or alarm systems; agreed reletting charges; packing, removing, or storing property removed or stored under 
  
  After speaking with my regional and reviewing the final charges, we do believe this to be fair.  
  
  
  If you have any questions, please reach back out.
  
  Looking forward to your response,
  

  
  

  Customer Answer

  Date: 01/11/2023

   
  Complaint: 18403907
  
  I am rejecting this response because:
  The charges are incorrect. I have pictured to prove it.
  *******************************************************

• Initial Complaint

  Date:11/14/2022

  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.

  Management refused to show us the apartment until we applied and paid a holding deposit. We were denied so no reason to see it. On top of that we were told that we could have a conversation about possible ways to over turn the denial however, we were refused that also. Manager is not available during the times that they are supposed to be in the office. On top of that it took them 30 days to even return my 1st phone call.

  Customer Answer

  Date: 11/16/2022

  ******************* apartments, *****************************

  Business Response

  Date: 01/06/2023

  This individual was on our waitlist. We did not have a unit to show as our waitlist is very long and units are rented prior to the unit becoming vacant. This was explained to the applicant.  I called her when there was availability. She applied and then was denied. There was no options of overturning a denial as that the screening is done through a 3rd party.  She was provided her adverse action letter. 

  When I called her to tell her she was denied, I asked her if she wanted to come pickup her deposit or have me mail it to her. She said mail it, so I did. Check was mailed back 11/14/22

  Customer Answer

  Date: 01/12/2023

   
  Complaint: 18403493
  
  I am rejecting this response because:

  When I asked about Rental criteria I was told that if I was denied then we could talk about other options such as larger deposits. When I asked to have that discussion I was told nope we don't do that, you were denied and that's that. So I applied with the understanding that if we were denied that there would be ************* available to over turn the Decision. Therefore, it was miss representation  and falsely making statements to get us to pay the screening fee. I feel that because it was falsely stated to me and the verbal agreement was not as advertised that the least they could do is refund us the screening fees or actually follow thru with the promise that was made when we applied.
  
  Sincerely,
  
  ***************************