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:09/17/2024

  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.

  I paid an application fee in the total amount of $100. A $50 transaction from my bank account on 8/22/2024 and then another $50 transaction on 8/23/2024 with a gift card. This was per adult that would be occupying the residence. I received a text message on 8/23/2024 from the property manager ******* that all application fees have been received and the process started for residency. After 1 week I reached out to the property manager to check the status of the application process and was told multiple times she was not available. I’ve left my name and number on occasions for a return call with no response. We are now coming up on a month with no response or determination for our application and I was told I could not receive a refund due to that being in their policy. The property is still available for rent but I still have not received a letter, a phone call, or an type of communication with the determination on our application process so I would like to request a refund for my application fee. The website advises that the process takes 5-7 days and we are way passed that deadline with no response from the property manager.

  Business Response

  Date: 09/23/2024

  Please be advised that ******** ****** and ***** L ****** applied for housing on 08/22/2024. Our application fee is $50 per adult.  As part of our screening policy we ran the credit/background checks through Transunion for both ***** ****** and ******** ****** which is what there application fees were applied to, so that we could conduct a thorough  tenant screening which includes credit, rental history and criminal. It was determined during this screening that ******** was evicted from her last home in 2022 which is why her application was denied.  Our screening criteria is listed on our website, which is were Ms. ****** applied. We also have a copy at our office, as soon as prospective tenants come to the office they will see our screening requirements posted. 

  If you would like for us to provide proof that the screening report  was ran on 08/26/24 we would be happy to provide that information as well as our tenant selection criteria. 

  ******** ****** was informed on 08/30/2024 that her application was denied and we followed the phone conversation up with a denial letter. We can also provide  a copy of that letter to you as well. 

   

  Customer Answer

  Date: 09/23/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because: I have spoke with ******* on the phone prior to applying for south Wayne street with my husband ***** L ****** present. While on speaker phone my husband witnessed ******* reassuring us to move forward with putting in an application after explaining to her my credit history in which it was not an eviction but I broke my lease due to a health hazard in the home and me having a newborn baby at that time. ******* advised she was the property manager and she’s able to look through the application and since we’ve discussed what would be on the background it shouldn’t cause any issues. I have then moved forward with putting an application in for myself first in the amount of $50; and then again the following day 8.23.24 for my husband in the amount of $50. ******* sent a text message directly to my phone confirming that she received ******* application fee, and she would be moving forward with the process. ******* advised she would reach out by the beginning of the week with a response. The beginning of the week came with no response so I reached out via text message to ******* on 8.27.24 for confirmation on the process. I received no response from *******. After a few days with no response I reached out via phone call in which I spoke to a front desk staff member who forwarded my name and number to ******* to reach out. ******* did contact me by the end of business day and the discussion we had was that our application was still pending. After a week of no contact I reached out again  via phone call which I was advised that ******* would contact me. This went on for 2 weeks of me contacting ******* to check on the status of our application with no response or outreach. I’ve never received a denial in mail, email, or phone call from *******; and the letter that’s attached to her claim is fraudulent. The date of the letter states April 21, 2023. I applied for this property end of August of 2024. I have attached my call log to this case. The 4 minute call is when I spoke to ******* and she advised that our application was still pending. 

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

  Business Response

  Date: 09/30/2024

  In response to Ms. ****** BBB complaint, I find her accusations to be frivolous and unwarranted.
  When speaking with Ms. ****** she did explain that she left a property due to health concerns for her newborn child. She stated that she had broken her lease. However, she did not advise that there was an eviction filed as a result. With the information I was provided, I did advise her to apply for the property if she was interested. I did not make any promises or guarantees that she would be approved. When you go on our website to apply for a property, our qualifications and standards are clearly outlined in boldface red type and visible for all perspective applicants to read. Her denial was based on the eviction filing as well as outstanding debts to other landlords/properties and several utility companies which, again, are stated on our website as unacceptable. Ms. ****** neglected to mention anything about owing monies to other landlords or utility companies. 
  After doing more research on the eviction filing, it appears to me that there was in fact an eviction filed and that they may have entered into an AJE (agreed judgment entry) because the disposition of the eviction stated stipulation/settled. If I am incorrect on the AJE, it is still an eviction filing and that is an immediate denial.
  When I last spoke to Ms. ******, her application was still pending. When I completed her application, I sent her the denial letter via email. I have since noticed that I made an error with the date. That was simply a typo that I should have caught before sending it. In no way is the letter fraudulent. I have provided below our qualifications and standards that are on our website in boldface red type. Following the qualifications and standards, I have also added a portion taken directly from our Tenant Selection Plan that I believe applies to Ms. ****** case. 
  
  I have also attached Ms. ****** credit report and evictions search to eliminate any doubt that an eviction has been filed.
  
  Must have current photo ID (Social Security Card and Birth Certificate required for Tax Credit Properties)
  
  
  
  Household income must be equal to or exceed 2.5 to 3 times the rent depending on the property. All income must be from a verifiable source. Verifiable income includes but is not limited to paystubs
  
  
  
  Must be able to provide employment history for the past 12 months with little to no employment gaps (if applicable)
  
  
  
  No evictions or eviction filings within the last 5 years
  
  
  
  No outstanding balances and/or collections to landlords and/or utility companies (a credit screening will be obtained to verify)
  
  
  
  Positive rental history (rental history references will be obtained for previous 3 years)
  
  
  
  Must be able to place utilities in their name such as electric, water and gas etc
  
  
  
  To qualify, each person must meet or exceed the standards listed above
  
  
  
  Each person over the age of 18 who will be living in the home must complete and submit a separate application and processing fee of $50.00
  
  Please expect 5-7 days for the application process
  
  
  
  In some situations, compensating factors such as first and last month’s rent may be available for qualification if an Applicant fails to meet any one of the requirements
  

  Customer Answer

  Date: 10/01/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because: ******* did not communicate with me at all about this denial. Granted I did have an eviction filing, however I do still reside in the home so I was not evicted. If ******* had communicated with me my denial I would have advised her that I was currently still in the home and was not evicted from the property; and that I do not owe any balances to my current residency. In addition; I have children who receive medical, I’m also in school, and work full time. I utilize my emails and check my mail very frequently. I would not have called ******* as much as I did to find out a determination for my application if I received any type of response. ******* has not called, emailed, or mailed out a denial letter or verbally spoke to me on this denial. I truly believe I was being avoided after she received my payment. I read over the guidelines and qualifications for renting and also called to talk to ******* prior to applying. Which we did discuss the lease being broken via phone call I  did not mention the eviction filing because I still reside there and it shouldn’t be on my record. After our phone conversation notifying me that my application was still pending. I have not heard back from ******* at all. I have attached a screenshot of my email thread between me and *******. One email is ******* reaching out and advising to send documents to her email if I have trouble with the website. The other email is me reaching out to ******* about the application fee for my spouse. Those are the only 2 emails that I have in relation to *******. I would like a refund for my application fee please. After weeks of no response when trying to reach ******* and no resolution has caused me to miss opportunities to apply for other properties for rent. Thank you. 
  
  Regards,
  
  ******** ******

  Business Response

  Date: 10/07/2024

  PIease see attached email that was sent on September 10, 2024 stating your application was denied and included the denial letter. 

• Initial Complaint

  Date:06/10/2024

  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.

  I have an ongoing complaint with the city in regards to violations that need to be fixed. On Wednesday 6/5/2024. The property owner as well as the city came back out to examine and address issues. The main issues that is concerning the health and safety of my children is the abundance of mold/ water damage that is growing through the chimney that is going through the front room up to my children's bedroom.The home recks of mold as soon as you walk in. Property owner as well as maintenance worker refuse to acknowledge the issue. I was given a 24hr notice that they will be entering the home to address the issues. My only concern is that they will not resolve the main concern. The chimney needs to be gutted and replaced and we can not stay in the home while they do so. When asking the property manager, what would they do to accommodate us while repairs were made. She simply ignored my question and stated that I was not speaking sensible for her to understand. I would also like to be contacted by the business so that I am aware of what they will be coming to repair.

  Business Response

  Date: 06/14/2024

  
  
  BBB
  ***************************************************************************************
  Phone: *************
  Fax: *************
  Email: *******************************************
  URL: ************************************************
  
  Re: Response to BBB Complaint #********
  
  Dear Better Business Bureau  
  
  I am writing in response to the complaint filed by our tenant, ********************************* dated June 10, 2024, regarding maintenance issues at a property we manage.
  
  We take all tenant concerns seriously and strive to maintain a high standard of service and communication. Upon reviewing the complaint, we noted that ********************************* has not reported any work orders or maintenance requests for these specific repairs through our standard channels, which includes our tenant portal, office phone ************ and also our emergency maintenance line ************. Our maintenance policy advises all residents to follow up within 3 days for non-emergency repairs if no one has been to the unit.
  
  To address the tenants concerns, we have taken the following steps:
  
  1. Review of Tenants Communication History: We checked our records and found no submitted work orders or maintenance requests from ********************************* regarding these repairs.
  
  2. Communication Follow-Up: We reached out to ********************************* offering assistance to ensure that any issues they are experiencing are promptly addressed. Our contact included phone call and in person inspection of the property immediately after becoming aware.
  
  3. Maintenance and Support: We have reminded ********************************* that she can submit work orders via online tenant portal or by calling our office, ******************** also has her property managers cell phone number and has frequently texted her asking for more time to pay the rent; however ********************  did not reach out to advise of the repairs needed, If she had reached out via all the options she has,  our maintenance team was and will be  ready to respond to any maintenance  issues.
  Please be advised that we take mold seriously and we have hired a professional company to make all the repairs.
  
  4. Tenant Satisfaction: We have provided ********************************* and her family a hotel room while we make the necessary repairs. We have also scheduled a follow-up meeting with ********************************* to discuss her concerns in person and to ensure all issues are resolved to her satisfaction.
  
  We are committed to providing a safe and comfortable living environment for all our tenants. If ********************************* has specific issues that have not been addressed, we encourage her to contact us directly at ************ or ************************ so we can resolve them promptly.
  
  ******************** has not paid her rent and we hope that her failing to notify us prior to reaching out to the City of Columbus Inspector and the BBB is not an attempt to avoid paying her rent. We have advised her that we will make any and all repairs regardless of the status of her rent payments.
  
  
  Thank you for your attention to this matter. We look forward to resolving this issue amicably and continuing to serve our tenants effectively.
  
  Sincerely,
  
  *********************
  Property Management

• Initial Complaint

  Date:02/27/2023

  Type:Billing 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.

  This organization charged my debit card back in November 2022, for the amount of 50.00. At the time, I was considering one of the properties, that this company owns / manages. This company’s contact information was found on a HUD list for multiple family properties, where rent is based on income. ( HUD’s description of this rental assistance states “ Multifamily properties are private units with rent assistance from HUD. Generally, tenants in these programs will pay 30% of their income in rent. Attached is the list of Multifamily properties in your county, including what residents they serve (elderly, disabled, families/individuals, etc.). Contact: Please contact each property for applications.” Back in November after some brief communication, with a property representative, I was told that this property WAS part of such a program. I was encouraged to do an online application, where I was charged 50.00. I should not have been charged the 50 dollars. On the application itself I stated that I was only interested in proceeding if the property was part of HUD’s Multifamily Properties. On the app I even defined fwhat that was using HUD’s own summary statement. Please see above definition. The property is NOT a multi family property. Based on my clearly expressed condition i should have not been charged and my application should be proceeded no further.my card or proceeded any further. Furthermore, I received a reply after the application was submitted to acknowledge both my condition for application and it appears that this company is somewhat familiar with said program. Based on this I should have not been charged. the post submission email also indicate several documents that were needed to start the screening process. Obviously, I was no longer interested in the property, so I did not forward or send documents. Again, if the process was not even started, I should not have been charged.