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:18/01/2024

  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 completed an online application without signing a lease agreement as I had changed my mind. The initial agreement was for a one bedroom apartment however, after discussions with my significant other, we concluded that I cannot sign the lease. During the initial Soft credit check I discovered a few days ago that they actually conducted a hard credit check which affected my credit score. I was initially told it was a soft check so I did not understand how a soft check resulted in my score being tanked.

  Business Response

  Date: 06/02/2024

  Thank you for bringing this matter to our attention. We genuinely understand the importance of your credit score, and we apologize for any inconvenience this may have caused.
  
  In our rental application process, a credit check is a standard procedure that we undertake only when applicants have (1) given consent for us to obtain and review their credit information and (2) received preliminary approval based on the information provided. It's important to note that when our team performs a credit check, an inquiry will be visible on your credit file.
  
  We acknowledge the importance of maintaining a positive credit score. Unfortunately, credit inquiries are an inherent part of tenancy applications and other credit-related processes. Credit scores consider various factors, such as payment history, credit utilization, and length of credit history. While credit inquiries may have a minor impact, they are generally outweighed by other critical factors.
  
  Regarding the misunderstanding about the nature of the credit check, we take this feedback seriously. Our team has undergone training on credit checks, and I am sharing this experience to ensure that communication about such checks is more clear and consistent in the future.
  
  Regrettably, as you authorized this credit check, we are unable to contact the Credit Bureaus to request the removal of the inquiry. We can make the credit report available to you so that you have for your records. 
  
  If you have any further questions or concerns, please feel free to reach out. We appreciate your understanding and are committed to continuous improvement.
  

• Initial Complaint

  Date:09/11/2023

  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 October 31st I send a follow-up email for the parking spot at ************ because after sending all my info and banking I never heard back. No one got back to me so I called on November 3rd explaining the situation. I was send an email saying I'm good to park there. On Monday, which was my first day of work I got to the parking space and there were absolutely no signs. No spot number, no house number, just nothing. I ended up parking where I thought it was and called axon to let them know I was parked there and to please call me back if it's not the right spot. I didn't receive a call back and when I got off work on Tuesday my car was gone. I called axon and their office was closed so I proceeded to call maintenance. Maintenance told me that they did not tow my car because they would always give a warning first but he would try to reach someone from the office. When I spoke to the police they said it was towed by ****'s towing. When I spoke to ****'s towing they said they were called by axon property management. I called on November 8th (the day after) and spoke to the receptionist. She was incredibly rude and told me I should have asked for a map (which I didn't even know existed, it was never mentioned before) and told me it was my fault and the person in charge was too busy to take my call but she would call me back. I called and I explained the situation to the receptionist she said no one here is gonna pay for it so you need to. When I asked to speak to whoever is in charge she said I don't need to because they'll tell me the same thing.Also said it was on me because apparently it was the wrong spot and they refuse to pay for it.There was no signage or anything to indicate parking spots. I asked to speak to whoever was in charge and apparently they're just too busy to take my call.She was too busy to ************* but instead wrote me an email to cancel my parking lease and to not contact them any further because this matter is closed.

  Business Response

  Date: 03/01/2024

  Dear Customer,

   

  I would like to extend my sincere apologies for the unfortunate experience you had with our parking services. Following a thorough investigation into your complaint and discussions with the involved team members, I have gained a comprehensive understanding of the situation.

   

  It is evident that our failure to provide clear communication resulted in your vehicle being towed, causing considerable inconvenience and frustration for which I am truly sorry.

   

  Here are precise details regarding the exchange:

   

  A request for a parking lease starting November 1 was submitted towards the end of October. Our team promptly responded by confirming availability and sending a Parking Agreement for signature to both you and a supervisor from our team.

   

  Due to the limited time between the request date and the lease start date, the agreement was not fully executed by the commencement date. It was awaiting review and signature by a supervisor, resulting in a delay. However, the parking agreement was successfully signed and returned on November 6th. Despite this delay, when you contacted our reception at the beginning of the month, you were assured that you could park in the designated area until the lease was fully executed.

   

  The designated parking area at the property address can accommodate 8+ vehicles, and while there are no assigned spots, parking passes hanging from the rear-view window are provided, and vehicle information is recorded to minimize issues. The primary issue arose when you misunderstood the designated parking area for a different property address.

   

  Our team explained that the designated parking area is not accessed from the clearly labeled main street but rather from a side street leading to the designated parking area at the rear of the property address. Unfortunately, we failed to provide exact details of the parking area beyond the address.

   

  Although there is some parking signage, it does not sufficiently label the property address. Additionally, our third-party property management company oversees the neighboring property, which also has parking facilities.

   

  In this specific instance, you inadvertently parked at the wrong address's parking area. When another resident reported an unauthorized vehicle without an Axon parking pass in their designated area, a team member checked the Parking Spreadsheet and did not find your vehicle's information associated with that property address. Consequently, a towing company was contacted, and your vehicle was removed.

   

  Subsequently, you reached out to our company via phone and email, understandably frustrated with the situation, and insisted on a refund. Our company adheres to a policy of not refunding towing expenses when our company is not at fault. Consequently, the initial refund request was denied, as our team believed you should be aware of the need to park at the correct address.

   

  In response to your complaint:

   

  After reviewing in detail, I acknowledge the absence of clear signage exacerbates the situation, and we have taken immediate steps to rectify this issue by refunding the towing expenses you incurred.

   

  To prevent such issues in the future, we are implementing comprehensive measures to enhance our communication and customer service practices. This includes providing visual aids such as pictures of the parking spot and ensuring clear labeling in our communications. We have also reminded customer-facing employees about best customer service practices.

   

  I assure you that we take this matter seriously and have shared your experience with our entire team to ensure that similar incidents are avoided in the future. Your feedback is invaluable to us, and we are committed to learning from this experience to improve our services.

   

  Sincerely,

   

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

  Co-Owner

  *************** Management Inc.