Complaints

This profile includes complaints for Continental Properties Company, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Continental Properties Company, Inc.

  W134N8675 Executive Pkwy Menomonee Falls, WI 53051-3310

• 

  Continental Properties Company, Inc.

  650 Spring St Sun Prairie, WI 53590-9323

• 

  Continental Properties Company, Inc.

  4401 S 110th St Greenfield, WI 53228-2578

• 

  Continental Properties Company, Inc.

  210 E Cottage Grove Rd Cottage Grove, WI 53527-9229

• 

  Continental Properties Company, Inc.

  8594 Mansion Hill Ave Madison, WI 53719

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:06/09/2025

  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.

  I was in the process of selling my home but, due to fountain repair cost I would not be able to afford apartment. I had no idea my home had this issue. Been here for 30 yrs. I had **** ******** employee at these apartment help fill out application due to I'm 71yrs old any not very good on computer. so, sign up May around last week. Yara, mention I had 30 days to opt out. So, I called and requested my refund of $800.00 on June 2nd. I need my refund. The entire process was very vague I just now checked on your BBB rating and it's a D- . I wish I had known ,my neighbor helped me out with info.

  Business Response

  Date: 06/12/2025

  Due to difficulty navigating the online application system, Mrs. Delgado visited our office, where a team member personally assisted her in completing the application using her own computer. During this visit, we also helped her create a login and access the necessary forms. At that time, Mrs. Delgado informed us that she was in the process of selling her home and might need additional time to gather all required documents.
  On June 2nd, we received an email from Mrs. Delgado stating that she needed to cancel her application due to unexpected repair costs at her current residence, which had impacted her financial ability to proceed.
  We completely understand and sympathize with Mrs. Delgado’s situation. However, we would like to clarify that our 30-Day Satisfaction Pledge applies only after move-in and does not cover the application or leasing process. As outlined in the application terms and conditions—which were presented and reviewed during the application process—it is stated that:
  "If applicant fails to execute a lease agreement or refuses to occupy the premises on the assigned date, the good faith hold fee, administration fee, and any subsequent fees paid at the time of application are not refundable."
  While this information was included in the application materials, we acknowledge that it was not verbally highlighted during her visit. That said, our goal is always to provide a transparent and supportive experience for all applicants, including those who may need additional assistance. We believe our team acted in good faith throughout the process and provided as much support as possible to ensure Mrs. Delgado was able to complete her application.
  Although we regret that her circumstances did not allow her to move forward with residency, we must consistently apply the same policies to all applicants to ensure fairness.
  We sincerely wish Mrs. Delgado the best as she continues to navigate her housing situation and appreciate that she considered our community in her search.

  Customer Answer

  Date: 06/20/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23444162, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  My replay is that yes, a team member did help fill out the application, but they did not at the time explain to me about the leasing process if I canceled. All I was told was that I had 30 days to cancel. These are deceptive practice on the employee's part. None of this was explain all that was done going thru all the pages in a hurry and I was told to sign on my computer while she did all the input. It's a shame to treat any elderly person this was.

  
  
  Regards,
  
  
  
  Angelica Delgado

  Business Response

  Date: 06/24/2025

  We appreciate the opportunity to respond to Ms. Delgado’s concerns.
  While we regret that Ms. Delgado feels the leasing process was not clearly explained, we would like to clarify that our team members are available to assist applicants during the completion of their applications. However, it is the applicant’s responsibility to carefully review all documents and terms prior to signing, as outlined in our standard leasing procedures.
  According to our records, Ms. Delgado was informed of the 30-day cancellation policy, and all documents were provided electronically for her review. At no point was she prevented from reading the contents or asking questions. We understand that a team member assisted her with the application on her device, but all signatures were completed by Ms. Delgado herself.
  We are committed to fair and transparent practices, and we take concerns like this seriously especially from members of our senior community. While we strive to make the leasing process as smooth and supportive as possible, we must also ensure that applicants take the time to understand and review what they are agreeing to.
  We appreciate the BBB’s role in facilitating open communication and are happy to provide any additional documentation if needed.

• Initial Complaint

  Date:05/05/2025

  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.

  On March 13th, I submitted photos to the leasing office regarding the unacceptable condition of my front yard. It becomes excessively muddy when it rains, making it nearly impossible to use. My service dog must regularly go in and out through this area, and the mud is being tracked throughout my home. This concern has been raised multiple times, even prior to March 13th, and yet I have received no meaningful follow-up from management. Still, there has been no resolution. Despite being a resident since 2022 and paying my rent on time without fail, I continue to feel dismissed and unheard.I also mentioned that my gutters needed to be cleaned, and that too has yet to be addressed. When the maintenance team delivered a new refrigerator, they promised to return to fix damage caused to my front door. That repair still has not been completed, despite the commitment made by the maintenance team several months ago. The propertys security has become a serious concern. The front gate is frequently broken, and I never see the courtesy officer on site. Neither I nor other tenants know who that person is supposed to be. In 2023, not one but two of my vehicles were broken into, along with others in the community. This is unacceptable, especially in a gated community where residents should feel safe. If the courtesy officers were performing their duties, some of these incidents could have been prevented.Another major concern is the lack of communication among staff members. I often share a concern with one team member, only to be told by another that they are unaware of the issue. This has created a frustrating cycle where staff place blame on one another, and problems are left unresolved. In a well-managed property, team members should hold regular daily or weekly meetings to ensure consistency, clarity, and accountability.

  Business Response

  Date: 06/19/2025

  This matter has already been fully resolved. We have maintained open communication with the resident, including email correspondence between myself, Christina, and Xyenia, addressing all concerns she previously raised.
  Sod was installed in her yard approximately 2–3 weeks ago, and a photo of the yard taken this past Tuesday has been included for reference. Additionally, the repair to her door has been completed, and there was no need for gutter cleaning upon inspection.
  I personally spoke with Xyenia to clarify the roles of our courtesy officer and gate system, ensuring she has a clear understanding of how they serve the community. At this time, all issues have been addressed to the resident’s satisfaction and acknowledged as resolved.

• Initial Complaint

  Date:04/29/2025

  Type:Order 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.

  On 4/28/2025, maintenance entered my apartment at **************************************************** and, upon leaving, locked the door, leaving me locked out without my keys. I was not given the opportunity to retrieve my keys before the premises were ********** a result of your staffs actions, I was forced to call a locksmith and pay $250 in order to regain lawful access to my home.Under Texas Property Code *******, a landlord or landlords agent may not intentionally prevent a tenant from entering the leased premises except under very limited circumstances (such as non-payment of rent with proper notice and procedures). I am not delinquent on my rent, nor did any of the legal exceptions apply. Therefore, this lockout constitutes a violation of Texas law.Furthermore, under Texas Property Code ******, a tenant wrongfully locked out is entitled to recover actual damages (including locksmith fees), court costs, and a civil penalty of one months rent plus $1,000, in addition to reasonable attorneys fees if necessary.

  Business Response

  Date: 06/19/2025

  Thank you for giving us the opportunity to respond to the concern regarding the locksmith fee incurred on April 28, 2025.
  We sincerely apologize for any inconvenience the resident experienced. After reviewing the request and the circumstances surrounding the event, we would like to provide clarification on our policies and procedures.
  Per our standard maintenance protocol, when our staff enters a resident’s apartment—whether for a scheduled or emergency maintenance request—they are required to ensure the unit is properly secured upon leaving. In this instance, our maintenance team followed these procedures and securely locked the door upon their departure.
  The resident cited Texas Property Code § 92.0081 as a basis for reimbursement. However, this statute applies to situations involving unlawful lockouts by a landlord or its agents—specifically when a tenant is intentionally prevented from accessing their unit, such as through a lock change without providing a new key. This was not the case here; the door was secured per standard safety procedure and not as an intentional act to deny access.
  Additionally, we offer residents the option to sign a waiver allowing for after-hours lockout assistance. Unfortunately, the resident had not opted into this service at the time of the incident, which limited our ability to assist.
  While we understand the frustration caused by the situation, we must respectfully decline the request for reimbursement of the $250 locksmith fee, as the circumstances do not constitute a landlord-caused lockout under Texas law.
  We value our residents and are committed to maintaining a safe and supportive living environment.

  Customer Answer

  Date: 06/19/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23266307, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  [Please type your response here.]Absolutely not after they came to my house asked me to sign a paper to pay money to get into the apartment that they locked me out of. I signed the  paper and they still wouldn’t let me into my apartment. The paper  ripped because he had it on a box that wasn’t flat was it a flat surface and the guy said he wasn’t gonna let me back into my apartment. I called the police. The police went there and told him to let me back in my apartment. By the way I do have the police statement. Are y’all still refuse to let me back in my apartment at that point it was intentional at that point y’all became aware and got refused to let me back in my apartment that is illegal. 

  
  
  
  Regards,
  
  
  
  Autra Okeke

  Business Response

  Date: 06/24/2025

  We understand you referenced Texas Property Code § 92.0081; however, this statute applies to unlawful lockouts—such as when a landlord changes the locks and fails to provide the tenant with a new key. That was not the case here, as the door was simply locked in accordance with standard protocol.
  Additionally, had a signed after-hours lockout waiver been on file, we may have been able to assist more directly in regaining access to your apartment.
  With all of this in mind, we are unable to approve reimbursement for the $250 locksmith charge. We apologize for any inconvenience this caused and recommend signing the after-hours lockout waiver if you’d like to avoid similar situations in the future.

• Initial Complaint

  Date:04/04/2025

  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.

  I recently applied for an apartment at Springs at Tradition in **************, **, managed by Continental Properties. My application was denied with the reason listed as unverifiable documentation. I submitted clear and valid documentation including:A high-resolution photo of my government-issued ID Three months of official ***** bank statements in PDF format These documents were complete, accurate, and commonly accepted for rental applications. I received no notice of missing information, nor was I contacted for clarification or given an opportunity to re-submit anything.When I followed up to understand the issue, the leasing office simply restated that my documents could not be verified, without specifying what exactly was wrong or how verification was attempted. This lack of transparency and arbitrary decision-making feels irresponsible and possibly discriminatory.I believe I was treated unfairly and possibly rejected based on something other than the documentation provided. The process was opaque, and I was not given a fair chance to resolve any alleged issues. They refused to answer any questions or explain anything. They just kept repeating that we were denied.

  Business Response

  Date: 04/24/2025

  Management has looked into this concern and has issued a full refund of the disputed amount. In addition, an opportunity to provide additional documentation for qualification has been offered if Ms. **** would like to do so as we do ensure everyone has an equal opportunity to lease a home with us.

• Initial Complaint

  Date:04/02/2025

  Type:Service or Repair 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.

  I leased an apt at Springs at ********** in **********, ** from 6/19/24 to 1/18/25. The deposit was $300. We moved out 1/4/25, leaving the apt in better condition than when I took possession, I have photos to document how clean the apt was, as well as that no damage was caused by us. On 1/26/25 I received a bill for $797.82 for damages and misc. bogus charges. I called the office to discuss, as I was sure I received the bill in error. No one would return my calls. We hired an attorney to help with this dispute. The attorney was able to negotiate a return of $132.90 of our $300 deposit. I am not satisfied with a partial return of my deposit nor am I happy about having to threaten a countersuit in order for this company to do what was "right." I would expect them to return the $132.90 plus the cost of the attorney fees. (I don't yet know that cost.) I fear that this company goes after it's tenants when they move out, for bogus charges. We have the financial means to fight against this type of discrimination, but not everyone who lives in that complex does. They also failed to send the check to our correct address, so instead of receiving it in a timely manner, we received the check in late March; after I stopped by the complex to inquire as to where my deposit check was. They informed me it had been sent, but the address it was sent to was not ours.

  Business Response

  Date: 04/10/2025

  To Whom It May Concern:
  
  I want to sincerely apologize for any frustration this situation may have caused. We understand that the charges have been a point of concern, and once you brought this issue to our attention, we took immediate steps to ensure those charges were removed. Our intention has always been to handle these matters fairly and in accordance with our established policies.
  
  However, I must express that we dont appreciate being alleged to have added charges unfairly. All fees applied are based on the terms agreed upon and are standard procedure for the condition and use of the apartment. We always strive to provide clear and transparent communication with our tenants, and I assure you that the charges were not added arbitrarily.
  
  Regarding the cleaning concern, we were not made aware of any issues with the apartments condition until just before your move-out. If we had received this feedback sooner, we would have addressed it right away to ensure your satisfaction.
  
  As for the settlement, I want to clarify that the amount reflects $500.00, which is above the original deposit of $300.00. We did miss one phone call due to being out of the office, but we did speak with Mr. **** on January 29 to address any remaining concerns.
  
  Finally, I want to reassure you that the charges were removed before any legal action was taken, as we aim to resolve concerns promptly and fairly. The refund check was mailed to the address on file, and if theres any issue with the delivery, we are happy to investigate further.
  
  We appreciate your feedback and, again, apologize for any misunderstandings. Please dont hesitate to reach out if you have any further questions or concerns.

  Thank you, 

  ****** *******, CAM

  Springs at **********

  **************

  ********** IA 52722

  Customer Answer

  Date: 04/11/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  ******** ****

  Customer Answer

  Date: 04/11/2025

  This is my 2nd attempt at sending you my "reject" letter.

  Customer Answer

  Date: 04/16/2025

  Please process my complaint for the balance due from the $300 deposit. Thank you. ******** ****

• Initial Complaint

  Date:03/06/2025

  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.

  Complaint Summary:I am filing a complaint against Continental Properties / Authentix Quincy Street for misbilling and failure to correct incorrect charges on my account. The property management claims to have paid utility charges on my behalf, but I have attached bills proving all charges were billed to and paid by me directly. Despite repeated attempts to resolve this, they have refused to investigate or adjust my account.The following charges were incorrectly applied:Consumers Energy (11/26/24 - 12/7/24): $79.09 + $50 fee (Posted 1/4/25)Consumers Energy (12/8/24 - 1/8/25): $231.04 + $50 fee (Posted 1/16/25)Late Fees: $60 (Posted 2/5/25)Consumers Energy (1/9/25 - 1/30/25): $146.74 + $50 fee (Posted 2/8/25)Semco Energy (12/30/24 - 1/27/25): $40.15 + $50 fee (Posted 2/13/25)Additional Late Fee: $60 I have contacted management by phone (1/8/25), in person (1/31/25 & 2/14/25), via resident portal messages (2/5/25, 2/15/25, 2/27/25, 3/3/25), and through their website (3/3/25). Despite this, they refuse to verify my claims, citing a third-party billing company that "does not apply credits proactively."This issue has been ongoing, and I need an immediate resolution. I request that all incorrect charges be removed, my account balance be corrected, and written confirmation from management that the issue has been resolved.Attachments:Utility bills proving all charges were billed to me.Records of communication attempts.I appreciate the BBBs assistance in holding Continental Properties accountable and ensuring this matter is resolved promptly.

  Business Response

  Date: 03/18/2025

  After reviewing the utility invoices that ***** provided to you all, I confirmed that the utility charges were billed back to the resident, and we received a credit for the bills we paid on their behalf. As a result, I removed the utility charges from ******* account at **********************, and she no longer has a balance due.

  Customer Answer

  Date: 03/18/2025

  [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 is satisfactory to me. 
  
  Regards,
  
  ***** *****
  

• Initial Complaint

  Date:01/24/2025

  Type:Order 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.

  Our experience with this company (Springs at Grand Prairie) was both frustrating and unethical. We were initially told that the application fee for two applicants would be $75. After submitting the application, we were informed that an additional $75 fee was required for the second applicant. However, the second individuals income wasnt going to be considered, and she didnt need to be added to the lease for the limited time she planned to stay.We requested that the co-applicant be removed or that they provide a revised quote based on this new situation, but they outright denied our request. Instead, they insisted on keeping the additional funds, which felt completely unjustified.This issue goes beyond the feeits about principle. Miscommunication, refusal to adjust, and a lack of transparency made the entire process feel unethical. I cannot recommend this company and strongly advise others to be cautious.

• Initial Complaint

  Date:01/13/2025

  Type:Service or Repair 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.

  I live at this complex and there had been a fire suppression issue which caused my apartment to flood. The complex was unhelpful and could care less about where I was going to live or how long repairs would take. After much debate they allowed me to move into a new unit. I was told the rent for this new unit would be $80 cheaper than my original rent (1388 was original, 1308 was to be the new amount). Some how I am being charged 1600 and when I went to address the charges I was told "we will get back to you, and you shouldn't expect any additional charges or late fees while we figure this out." That was a week ago and now I'm being told I owe $745 and not getting a response. The management at the complex have been unhelpful and rude and take way too long to respond to inquires.

• Initial Complaint

  Date:12/05/2024

  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.

  They said they sent a check out but I never received it. I called the ******************* every day for 2 weeks and filed lost mail.

  Business Response

  Date: 12/20/2024

  Hello *******, the delay was due to initially providing and confirming a different address for reimbursement. Since mail forwarding was not set up after changing your address, we advised contacting the post office might be the quickest way to retrieve the check given that it had already been issued. The check eventually was returned to us by **** and sent to the new address you provided. We are sorry these circumstances resulted in a delay of your funds reaching you in a timely manner.
  
  

• Initial Complaint

  Date:12/03/2024

  Type:Service or Repair 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.

  My spouse and I applied for a unit at Springs at ********************** (owned by Continental Properties) on Dec. 1st. We had to pay $895USD in application fees and deposit ($495 application fee, $500 deposit). We were applying for a five month term since we are snowbirds. The only mention of non US citizens in the application discussed possible **** forms and possible higher deposit. It stated that income would need to be verified, but didn't say it had to be American an income source. I sent investment statements, t4s and two years income tax returns for each of us. They responded that we would need an American source of income or a guarantor. I explained we were Canadian and didn't have anyone in ******* to be a guarantor. I told the person, ********, that it wasn't clear in the application and if she was declining our application I was expecting our money back. She said the application fee was not refundable. When I asked for the deposit back she said she would have to call back in a couple minutes. About a hour and a half later, she left a message that since we couldn't provide a guarantor, they considered it a cancellation of our application and nothing would be refunded. It was policy she said. I spent my working years in customer service and there is nothing worse than an employee quoting "it's policy". If they do not rent to people without an American source of income, it should be very obvious on the website. It basically is setting anyone who doesn't fit the mold to lose their money. Quite frankly, when they saw we were Canadian, the right thing to do would be to call and explain the situation and refund our money. Instead I spent a couple of hours digging out investment statements and tax returns for them. Things they should not be in possession of if they had no intention of renting to **. I will be posting my experience online so others don't fall into their money trap.

  Business Response

  Date: 12/23/2024

  On 11/29/2024 a day that the office was closed for a holiday, ****** Upward completed an application for residency at our community. It is to be noted that ****** applied without prior correspondence from any office personnel and completed the application entirely on her own directly from our website. Upon completing her application, an application agreement was signed by both parties for the apartment. The application agreement goes into detail regarding qualifications in order to be approved for an apartment at our community. These qualifications specifically state that income through guarantors must be based in the ************* as a part of the qualification process. ****** and her other applicant, **** *****, both signed this agreement prior to submitting the payment of the application funds. ****** was contacted on December 3rd, 2024, by ******** ***** to verify her documentation for income and identification. On December 3rd, 2024, ******** reviewed Joannes income that was submitted and explained that per our application qualifications we do not accept income based off of foreign funds (in their case Canadian funds).
  ******** explained in this interaction that we cannot qualify an applicant based off of foreign accounts. ****** expressed frustration with the website not directly stating this for Canadians. ******** stated that she would review the website and then explained that she would be looking into what was paid in order to look into the processing of the refund.
  5 minutes after the phone call ******** called ****** back and left her a voicemail explaining that in the event that a guarantor cannot be provided the application would not be processed. ******** explained that details regarding income for international applicants is explained on the application agreement. This call occurred at 5:30pm Florida time.
  The following day on December 4th, 2024, ****** reached out frustrated about her refund and wanted to clarify that she would be receiving one. At this time, Community Manager ****** ***** spoke to ****** and explained that her refund would be processed and sent via a check. ****** confirmed the proper address to send the refund to and noted to ****** that the checks typically take 35 business days to arrive. ****** noted to ****** that she will be on the lookout. On December 4th at 2pm, the last correspondence we received from ****** was a message with her stating the following: Thank you for your response. The manager of the office in *************** contacted me today and resolved the issue.

  Customer Answer

  Date: 12/23/2024

  [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 is satisfactory to me. 
  
  Regards,
  
  ****** Upward