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Business Profile

Apartments

Mattress Factory Lofts

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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Complaint type

  • Initial Complaint

    Date:07/18/2025

    Type:Product Issues
    Status:
    Unanswered
    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.
    Im filing this complaint regarding a mishandled rental application at Mattress Factory Lofts, managed by *********************************. The leasing process misled me into believing I was approved, resulting in financial and emotional harm.I applied on June 27, 2025, and was initially told my application wasnt approved as-is due to my credit score. I disclosed a balance with a prior landlord, but the leasing agent, *******, stated this wouldnt be a problem and that the credit score was the only issue. He suggested I add a guarantor, so I didmy mother. Over the next several days, ******* collected her documents and assured me we were moving forward. On July 9, he said I was basically approved, and told me to finalize utilities. Based on his instructions, I paid to activate gas and electricity.On the morning of July 10, ******* congratulated me via text and said I was good to go. I was on my way to pick up keys and pay remaining move-in costswith movers lined upwhen I suddenly received a denial, now citing the very landlord balance he previously said wasnt a barrier. By then, I had incurred $60 in utility fees, lost time and income, and was left without housing. To make matters worse, ******* had also told me the application fees for both me and my guarantor would be refunded, but has since backtracked, claiming hes waiting on a supervisor with no clear resolution.This was not a good-faith handling of my application. *** filed a HUD complaint and am preparing to pursue civil damages. At minimum, I request:A full refund of the application fees Reimbursement of utility costs ***************** that this wont harm my rental history I have full documentation to support this complaint and want this resolved promptly.

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