Complaints

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• Initial Complaint

  Date:08/18/2025

  Type:Product 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.

  Problem:I am disputing my end-of-lease security deposit amount and the untimely deposit statement from Freedom Remi. My lease ran from October 18, 2021 to May 30, 2025. I paid a $1,460.00 security deposit in cash, documented in my original lease and my resident portal. On June 2, 2025, I emailed my forwarding address. I did not receive the end-of-lease deposit statement until July 24, 2025more than 30 days later. That statement listed my deposit as $675, which is incorrect.Between June 15th and July 29, I sent several emails and left multiple voicemails (documented by screenshots) requesting deposit information. On July 24, I called the leasing office to see how they were going to send the remainder of the deposit amount and was told their records showed only a $675 deposit. While still on the call, I reviewed my lease and portal records showing $1,460. The portal shows a deposit amount of $1,420. I asked for documentation of the $675 amount and offered to send proof of the original amount. I received no email response.On July 29, I spoke twice with ***** ****, who claimed the deposit must have been updated when my brother was added to the lease, even though he paid no deposit. I again requested their copy of the $675 document but have never received it.?Steps Taken to Resolve:Emailed my forwarding address on June 2, 2025.Sent multiple follow-up emails and voicemails between June 30 and July 29 (screenshots available).Called the leasing office on July 24 to address the discrepancy and offered proof of my original deposit amount.Spoke with ***** **** twice on July 29; reiterated request for documentation.Have not received any documentation supporting the $675 figure.

  Business Response

  Date: 08/27/2025

  We are attaching the tenant ledger, and are doing further research into her files to get to a point of reconciliation in this matter.

  Customer Answer

  Date: 08/29/2025

   
  Complaint: 23750404
  
  I am rejecting this response because:

  The charge and payment shown on 10/18/21 do not reflect the correct amount charged for the deposit or the amount that was paid. Its shown the charge amount was $730 and on that date as shown on my lease statement with the date 10/18/21 ******* and I paid $730 cash EACH totaling $1,460. We paid the day we signed the lease. During the application process which was handled by ****** she stated the deposit is one month of rent which would be $730. After ****** ran our credit she said we either needed a co-signer on the lease or the deposit amount had to be doubled because one of us had a credit score of under 600. Making the deposit amount $1,460, which matches the lease statement. I was the one with the lower credit score as you should see in your records. ******* and I proceeded with the application process and paid double the deposit. Amount of $1,460. 
  
  
  I dont see anywhere in the statement showing you received an addition $675 deposit amount which was claimed to of been obtained (according to ***** ****) when ***** was added to the lease. 
  
  
  Where did the deposit balance of $675 come from?
  
  
  
  
  What is the 6/25/25 check refund amount of $750? What is this saying?
  
  
  Can you please provide an explanation of what your documents are showing?
  
  
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 09/15/2025

  Upon further investigation into the former tenant's file, the most recent lease, which supersedes all previous leases, states the security deposit to be $695.00. Due to the untimeliness of the deposit statement, we agree to refund ****** ****** the $695.00 security deposit as stated in the most current lease which was signed by ****** on 08/04/2022.

  Customer Answer

  Date: 09/21/2025

   
  Complaint: 23750404
  
  I am rejecting this response because:
  If this lease supersedes all other leases then the original deposit amount of $1,460 should have been returned when the new lease was signed on 8/3/22. Iowa Code Section 562A.12 states the maximum deposit amount a leasing office can hold is two months rent. Without the original amount being returned you hold a deposit of $2,155. This is more than 2 months rent. 
  
  
  Do you have documentation that the $1,460 original deposit was returned?

  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 11/04/2025

  This has been resolved directly with the complainant.