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:05/03/2023

  Type:Order 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.

  On Sunday April 17,2023 I filled an application out for ***********************, located in *************** **., owned by Bielinski. I contacted their office on Monday April 18,2023 with some questions. The main question was about my support animal ****** as I wasn't able to list it on the application. I was told by the person who answered (**** or ****)I would be contacted if their were questions don't worry about it. I was asked if I had a letter stating the dog was needed for support. If so, that is all I would need.A week later I did a second walk through of the apt., Sunday April 23, 2023.The manager urged me to complete the application, as the person creating the lease( ******* would be on vacation after Monday April 24, 2023 for the week. I needed a lease by May 1, 2023 in order to give a months notice on my current lease. ** order to complete the application i would need the ****** deposit and a dog license for my dog in ***************, even though I did not as yet have a legal address there, nor an actual signed lease.On Monday the 24th I was sent an email from the Bielinski office, stating my letter for the dog did not meet the company guidelines for a support animal. I was sent a three page doc., to be filled out by a doctor verifying my disability. I was confused , as I am not disabled. The letter from my doctor that I sent with the application was accepted where I lease presently, and I was told when calling the office the previous Monday, " a letter was all I would need."I called the Bielinski office on Tuesday April 25, 2023 and left a message, no response. I texted the property manager ( ****) and explained my dog isn't a service dog and I was confused about the papers for disability, I asked if I could speak to someone about this. **** stated he would try the office for me. **** responded on Wednesday April 26, 2023 stating; if I would provide a letter from my primary care physician, **** could get the lease to me that day to sign. The ****** deposit was taken the previous day.I was upset at this point and didn't feel I should go ahead with the lease given no one could take the time to answer my questions . I didn't think signing a contract under these circumstances would be wise. I texted **** on Friday April 28th, with my concerns and decision not to proceed with a lease. I requested the return of my deposit given the lack of communication and customer support.**** told me to contact ****** about the refund. ****** again repeated the need for the documents to be filled out by a doctor for my disability or, I could go ahead with the lease and pay the pet fee of ***** monthly. I then explained I did not budget the additional costs for rent ,and I had no way of knowing my letter would not meet your requirements. I didn't enter into an agreement expecting to pay an extra pet fee. My refund was denied.I began feeling uneasy as I couldn't communicate to anyone about this lease issue. On Friday the 28th, I texted ********** would not go ahead with the lease given the lack of communication and confusion within the management company. I requested my ****** be returned due to the lack of transparency and confusion over the lease and a support animal.

  

  Business Response

  Date: 05/22/2023

  Thank you for your patience in receiving this reply. Though I understand ********************** frusteration, Bielinski Management operated within the boundries of the statues regarding *** animals. The applicaiton process was explained to ****************** when she appliec on 4/16/23 and the application clearly states the procedure for the initial deposit before the deposit was submitted on 4/23/23. ****************** did not indicate a pet on her initial applicaiton, which would have initiated a more detailed explanation of our pet deposit and *** requirements. When asked for documentation of her *** animal, ****************** submitted a letter for a different animal, not her current *** animal. that was written in 2012. The additional information that was requested is standard in the industry and should have posed no burden on ******************. However, in an effort to end the transaction in good faith, Bielinski Management would be willing to refund 1/2 of her deposit, or $50.00.

  Thank you 

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

  Customer Answer

  Date: 05/23/2023

  [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. 

  However, I would suggest the company update the language in the application. Note: a Support or Service animal is not considered a pet. Therefore, this can lead to confusion for the applicant as it did in my case.

   

  
  Regards,
  
  ***************************