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:05/13/2025

  Type:Order 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.

  My son **** *******, renewed a lease(myself as guarantor) with Clemson Lofts, Clemson ,SC owned by Core Spaces on September 29, 2024 for August 2025/July 2026 for the monthly rental rate of $915/month. At the same time he signed a Low Rate Guaranty Agreement if the rate were to drop by June 15, 2025 and we submitted a letter to ********************* they would lower the monthly rental rate. The rate has dropped and is listed on the website at $720/month. We sent the letter requesting the new rate, called, followed up and were ghosted for 2 weeks. After escalation spoke with **** *******, Community who was unkind and said we are not eligible because the rate they are offering is a concession the documentation does not support his claim. We are asking a new lease be drawn up with the new rate of $720/month.

  Business Response

  Date: 05/21/2025

  Thank you for the opportunity to respond to the complaint submitted regarding the lease for **** ******* at *************, *******, **. We appreciate Mr. ******* choosing to renew his lease with us for the August 2025July 2026 term. We would like to provide clarification regarding the Low-Rate Guarantee referenced in the complaint.
  
  At the time of lease signing, Mr. ******* agreed to a monthly rental rate of $915. He also signed our Low-Rate Guarantee Agreement, which specifically states that if the monthly rental rate for the same unit type is lowered prior to June 15, 2025, and written notice is provided to us at *************************************, we will honor the lower monthly rental rate.  It is important to distinguish between the monthly rental rate and promotional concession pricing:
           The monthly rental rate is the standard base rent rate published by our leasing office.
           Concession pricing refers to limited-time promotional discounts that are applied as a lease incentive and do not reflect a reduction in the monthly rental rate itself.
  As of today, the monthly rental rate for the same unit type has actually increased from $915 to $920. The advertised $720/month rate includes a temporary promotional concession for new leases only and is not a change to the monthly rental rate subject to the Low-Rate Guarantee.  The terms of the Low-Rate Guarantee Agreement are clearly limited to reductions in the monthly rental rate, not promotional or concession-based discounts. Therefore, Mr. ******** current lease at $915 remains valid and ineligible for adjustment under the Low-Rate Guarantee. We hope this explanation helps clarify the issue.
  
  Regarding the concerns about delayed communication, we always strive to provide timely and courteous service. However, there will occasionally be miscommunication issues.  We take ownership of any part we had in such a miscommunication and regret that the experience did not meet Mr. ******** expectations in this instance. We remain committed to providing excellent service throughout the remainder of Mr. ******** lease term.

  Customer Answer

  Date: 05/22/2025

   
  Complaint: 23322228
  
  I am rejecting this response because the low rate guarantee letter, states publicly advertised rate. The rate on your website has $920 crossed off and $720 written in. There is no where on the low rate guarantee that states anything about concessions. There is also no where on the website that states concessions. Your practices are deceiving and you are playing with semantics, and penalizing  your loyal residents who signed up early and trusted you! Supporting documentation has already been submitted.

  
  
  
  

  Business Response

  Date: 05/23/2025

  We respectfully disagree with the characterization of our methodology and advertising practices. The rate structure displayed on our website, including any strikethrough pricing, reflects current promotional rates and is consistent with standard industry advertising practices. While the term "concession" may not be explicitly stated, the pricing presentation accurately represents the net effective rate available to new residents at the time of inquiry. We maintain that our approach is transparent and compliant with the language of the Low-Rate Guarantee.

  Customer Answer

  Date: 05/27/2025

   
  Complaint: 23322228
  
  I am rejecting this response because the intent of the low rate guarantee was deceptive and there was never any intent to lower the rate based on your responses! The wording is not legally binding. The advertised rate, is the rate listed in the website $720 according to legal representation.

  a bed in a unit that falls into the below category:
  4x4 B - Standard, Single-Private (such unit type, the "Unit Type"). The Lease is for a
  term of approximately 12 months (the "Term").
  In the event that, prior to June 15, 2025 (the "Outside Date"), Owner publicly offers (i.e.,
  advertises to the general public) beds in the Unit Type for the same Term at a monthly rental rate that is less than the monthly rental rate set forth in the Lease, then Resident may request, and Owner agrees to enter into, an amendment to the Lease that will reduce the monthly rental rate to such publicly offered rate.
  

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

• Initial Complaint

  Date:01/11/2025

  Type:Order 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.

  I paid a $500 fee on January 1st, which was charged illegally, in violation of my lease.The $500 fee was a relet fee. My lease (which I attached) reads:"23.3 Replacement. If departing or remaining residents find a replacement resident acceptable to us before moving out and we expressly consent, in writing, to the replacement, subletting, assignment, or granting a right or any license to occupy, then:(a) a reletting charge will not be due"I found a replacement tenant before moving out, who signed a formal agreement with the landlord (in a building owned by Core Spaces) to take over my lease and is currently living there. There was no disruption to the landlord in rent payments, nor was any effort required on the part of the landlord to find a replacement tenant. Clearly, under Section 23.3 of the lease, I should not have owed $500this fee was not allowed in the lease and not commensurate with any particular damage suffered by the landlord. I contacted the landlord about this, who said that I met the criteria for the relet fee to be charged because I moved out early, and said I signed an addendum (attached) agreeing to the fee. However, the addendum says the fee applies only "if and to the extent provided for by the lease", and the lease includes a section that clearly and explicitly exempts me from this fee. The landlord is illegally withholding my $500 anyway, and should be obligated to return it.

• Initial Complaint

  Date:12/23/2024

  Type:Service or Repair 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 Company failed to respond to any concerns or email or phone calls. Regarding providing me and my Co ****** with false information. Failed to return all funds and personal property including items necessary for the practice of my religion.

• Initial Complaint

  Date:09/24/2024

  Type:Billing 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.

  Moved out of apartment. They are claiming cleaning fees, painting fees, and electricity chargers that were more than double than any other month within the last 12 months. I have asked for proof of cleaning and painting because I know this is a bogus charge. They have no proof and just continue to send me a link to dispute charges and asking for photos. I do not know what I am disputing and they just keep repeating without giving any proof of why Im being charged. I have also asked for electricity bills but they refuse to produce them as well. This apartment has been taking advantage of college students since they opened and they need to be stopped.

  Business Response

  Date: 09/24/2024

  Dear Better Business Bureau,
  I am responding to the inquiry regarding ***** ***** move-out charges.

  
  According to our company policy, ***** was told to submit her dispute through the designated link to ensure it was correctly communicated. Unfortunately, she chose not to utilize this channel, which would have allowed us to address her concerns directly.

  
  Regarding the charges on her account, ***** has only one move-out charge of $10 for oven cleaning. She has raised concerns about her utility bills, which are actually for two separate billing periods: $49.90 for 05/16/2024-06/15/2024 and a second charge for 06/16/2024-07/31/2024.

  
  We communicated directly with ***** each month regarding her utility charges, which reflect her usage during the summer monthstypically a time of increased electricity consumption due to air conditioning. The second bill covers 1.5 months, longer than her previous monthly charges. ***** has also been sent a monthly statement directly from Conservice, our third-party billing vendor, for her review.

  
   I have attached the image of the stove in *****'s kitchen and her final utility bill from Conservice. To date, ***** has paid the $10 oven cleaning and electric charges on her account and has a $0.00 balance with us. 

  
  We appreciate the opportunity to explain this situation and are committed to resolving *****'s concerns.

  ****** *****

  Community Manager

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

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

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

• Initial Complaint

  Date:09/19/2024

  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.

  Hello Better Business Bureau,My son vacated apartment 624 at the ************** located at ************************************************************ on July 21, 2024. We received a Move-Out Statement on September 19, 2024 at 3:43 PM CST. We were charged $90.00 for bedroom touch up paint, $6.25 for 1 bag of trash in the common area, and $62.50 for blinds replacement in the common area for a total of $158.75. They applied the security deposit of $100.00 which left a remaining balance of $58.75. This apartment was left immaculate and we have images of the common area, room C, and the bathroom closest to it which my son and one of his roommates shared. There was not a single piece nor bag of trash that was left in the apartment. The blinds that were in the common area covered the front door and one window. The blinds were not brand new and were used by previous tenants. They had regular wear and tear that was previously on them. The blinds opened and closed properly at the time of move out as well. Lastly, $90.00 for touch up paint in a room that you can barely turn around in due to it's smaller size seems excessive. I want to know the following: When was the apartment inspected, date and time? Who inspected it? I also want time and date stamped images of the blinds that were damaged and the bag of trash that was supposedly left in the common area? I have images with time and date stamps of the entire common area, bathroom, and room C that were taken before the keys were turned into the Hub on July 21, 2024. I'm reaching out to the BBB for assistance with this matter. 

• Initial Complaint

  Date:08/29/2024

  Type:Billing 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.

  I vacated Apartment 210 at Provenance Apartments (*****************************************************), managed by Core Spaces, and received a move-out statement dated July 19, 2024, with charges I dispute. The charges include $200 for carpet replacement, $590 for vinyl floor replacement, and $165 for a cleaning fee. I believe these charges are unjustified for the following reasons:The carpet was not damaged to the extent that required a full replacement.The vinyl floor damage may have been caused by house settling, as suggested by maintenance personnel.I purchased a move-out hassle-free program, which should have covered all cleaning fees.I contacted the leasing office via email on July 29 and August 2, and followed up with phone calls, but have not received a resolution. Despite multiple attempts, both the leasing office and Core Spaces corporate office have not addressed my concerns. I am seeking the assistance of the BBB to resolve this matter as I believe the charges are unfair and the lack of communication is unacceptable.

  Business Response

  Date: 08/29/2024

  Hello ****, 

  Thank you for reaching out and I am sorry the move out experience at Provenance Apartments was less than ideal.  I have reviewed your concerns in reference to your final move out statement, confirmed the payment of the no hassle move out fee and reviewed the flooring damage charges.  The $955 charges have been reversed and a refund will be sent in the same manner as your previous refund.  Attached is the revised move out statement showing the additional refund amount.  If you have any additional questions or concerns, please reach out to me at **********************************. 

   

  Sincerely,

  ***********************, Regional Manager

  Customer Answer

  Date: 09/01/2024

   
  Complaint: 22213984
  
  I am rejecting this response because: I am generally satisfied with the resolution offered by Core Spaces regarding the reversal of the $955 charges and the issuance of a refund. However, based on my previous experiences with the business, where processing times have been prolonged, I would like to keep the complaint open until the refund is actually issued and received.
  Once the refund is processed and confirmed, I will be happy to close the complaint.
  
  Sincerely,
  
  Yuqi Fan

  Business Response

  Date: 09/09/2024

  Hello ****,

  I have spoken to our accounting department, and they verified the refund has cleared our bank account on 9/4/24.  Can you please confirm you have received this money in your bank account, and the situation has been resolved to your satisfaction?

  
  Thank you,

  *****

  Customer Answer

  Date: 09/11/2024

   
  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.
  
  Sincerely,
  
  Yuqi Fan

• Initial Complaint

  Date:05/20/2024

  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 am writing to file a complaint regarding the handling of my re-let and utility charges by **** Seattle.Re-let Rent Payment Issue:I vacated my apartment at **** ******* around mid-March and arranged for new re-let tenants, ***** and ****, to take over my lease.I was assured by **** Seattle that the new tenants would pay the prorated rent for *** directly to me. Despite this assurance, ***** and **** moved into the apartment without making the payment for the prorated rent for ***.The leasing office allowed them to move in without ensuring the previous dues were settled, leaving me in a difficult financial position.Utility ************ Move-out:After vacating the apartment, I ensured that all lights were turned off, and my roommate and I handed in our keys.Despite this, I received a utility charge of $51.37 for the period from April 10th to *** 17th.The breakdown of these charges includes water, sewer, service fee, and electricity, even though I was not residing in the apartment during this period.I have attempted to resolve these issues directly with **** ********************* but their responses have been unsatisfactory. They confirmed that the re-let tenants moved in on the agreed date and stated that the utility charges were generated based on my account's previous billing history, which they claim cannot be changed.

  Business Response

  Date: 05/22/2024

  To whom it may concern:

  The residents turned in their keys on April 10, but were informed that their lease remained active until mid-May, when the new tenants were scheduled to assume occupancy. Therefore, their official move-out was not processed until that time as per policy. Although the residents turned off the lights, the unit continued to consume electricity and water due to major appliances remaining plugged in, particularly the refrigerator with its water line for the ice maker.

  
  Additionally, our team did not, in any way, commit to facilitating any prorated rent payments. We advised the resident to discuss any repayment arrangements directly with the new tenants, but never advised that this was something legally owed to them. We informed the original resident, ******, that they were legally responsible for the rent in May, as the new tenants were scheduled to move in on May 18, 2024.

  
  The new tenants were permitted to move in on their selected date after meeting all the required conditions set forth by our company, as well as all Fair Housing regulatory guidelines.  

  Thank you.

  Customer Answer

  Date: 05/23/2024

   
  Complaint: 21738780
  
  I am rejecting this response because:

  I would like to elaborate on the reasons for my dissatisfaction and highlight the discrepancies in your handling of the situation.

  Utility ************ Move-out:

  Your response states that the refrigerator and other major appliances continued to consume electricity and water, accounting for the charges. However, the utility charges from previous statements (attached for reference) consistently amount to around $50 per month, even when the apartment was occupied. One possible explanation I can think of is that I've never lived in that unit, or I don't use water or electricity at all in my daily life. Another possibility is that these major appliances are actually cyber-robots that mimic my habits and use the unit like I do when I'm not there. 

  Re-let Rent Payment Issue:

  1. Misleading Communication:

  Your team did inform me, via email records, that the new tenants, would be paying me directly for the prorated rent for **** This assurance was a critical factor in my decision to proceed with the re-let. I would say this is not a promise indeed, but a misleading message for sure. Furthermore, I was informed by the new tenants that they were told by the leasing office that they did not have to pay the May rent. This directly contradicts the initial assurance given to me.

  2. Lack of Contact Information:

  After signing the re-let lease, I requested, for several times, the contact information of the new tenants to facilitate the rent payment process. This information was not provided promptly(I got this information in May, and even got the wrong number in the first time. This should happen right after I signed the lease if I'm supposed to handle this on my own), which hindered my ability to communicate with them regarding the rent payment.
  I was informed that the leasing team had given my contact information to the new tenants, but they did not reach out to me, and no effort was made by your team to ensure that this communication took place.

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

  Business Response

  Date: 05/24/2024

  To whom it may concern:

  Utility charges are based on consumption and are monitored by our third-party vendor, Conservice. We are available to assist in verifying the accuracy of the final meter readings, if necessary.

  Additionally, our team communicated that you could discuss the payment of prorated rent with the incoming tenants. However, it was never indicated that this arrangement was guaranteed or legally obligatory. The new tenants requested clarification, and we provided them with the same information.

  In relet situations where our employees locate the replacement tenants, we only share contact information with the explicit consent of the new tenants. We provided them with your contact information and informed them of your interest in discussing the rent payment issue. We affirm that all processes were followed in accordance with company policies and federal regulatory guidelines.

  Thank you.

• Initial Complaint

  Date:11/17/2023

  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.

  Core Spaces owns and operates the Hub student housing subgroup. I live in Hub *******. The apartment was supposed to come with a dishwasher. However, the dishwasher that came with the apartment does not work and has not been replaced since the beginning of the lease 3 months ago. We have been in constant communication with building management but with no success.

  Business Response

  Date: 01/11/2024

  We have reached out to the resident and advised that the dishwasher is under warranty and on backorder.  We will issue credits to the residents account to compensate for the dishwasher and will replace the dishwasher as soon as one comes in. 
  
   
  Thank you,
  
  **************************************************** Property Manager
   

  Customer Answer

  Date: 01/16/2024

   
  Complaint: 20888028
  
  Please ask the business to provide documentation through the resident portal for our personal record with the expected amount of credit to be received and when. On the documentation, please have them list the contact information of someone in the organization we can reach out to directly with a dependable response.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 01/18/2024

  The Community Manager will reach out to the resident and issue a credit for the days the dishwasher was not working. 

• Initial Complaint

  Date:09/27/2023

  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.

  We have been chasing after our Deposit Refund for Apt. 716-A for months!The Apt. 716-A vacated on July 31, 2023 and a month prior to that we reached out via phone to inquire about 'how the Deposit will be refunded?' ---We were instructed as the guarantor to set up our account information under the REFUND section of the 'portal' for the THE *** in *********, **. , which was done!----We were told that providing the Deposit account to have funds back is the fastest! vs. a mailed check!-----After move-out and a few weeks after we called once more about our 'Deposit Refund' and the person answering phone said that it will take 6 weeks now as they are backed up even if it is an electronic money transfer back into our account!Fast forward to 6 weeks after and counting and STILL NO REFUND!Multiple calls asking for *************************** as the financial manager have been futile! **** has never come to the phone and never returned our phone messages to 'call back!'We were told through the individual answering phones that **** says :" you need to add your bank account information on the student's portal login for the transfer to happen" We have long done the 'student/resident' adding of the Refund Account and STILL NO REFUND!!!!Also, as of 09/21/2023,the 'payments' section of The Hub's portal has listed the $3050 Deposit that they owed us, marked in 'red' as a charge! THIS MATTER NEEDS TO BE RESOLVED AND WE NEED TO HAVE OUR DEPOSIT FUNDS BACK AND REFUNDED IMMEDIATELY!!! THIS HAS BEEN THE WORST EXPERIENCE WITH A MANAGEMENT THAT IS CLEARLY SUBSTANDARD TO SAY THE LEAST!

  Business Response

  Date: 10/10/2023

  This letter is in response to ID number *********, a guarantor's security deposit refund complaint. As of October 5th, this residents deposit of $3050 has been fully refunded to their account, and this issue has been resolved. 
   I have listed below the communication we have had with this resident as well as the resident regarding the security deposit.
  On August 2nd we received a call from the resident regarding the security deposit and how they would receive the payment back. We advised that the primary resident/guarantor, would need to add bank account credentials for an *** refund to the resident account or they would need to provide a forwarding address for a physical check. They provided neither on the residents account.
  On September 18th, we were made aware of an issue with the deposit refund. We sent a response the same day stating that neither a forwarding address nor bank account information was set up for us to send the deposit refund back to. We also let them know that guarantors cannot submit this information and that the resident would need to need to do so. We offered for them to come pick up a physical check, we could forward the check to a new address, or we could change the refund to an *** refund oncethe account was added.  The resident responded; that they do not want to link the account and wanted us to use the guarantors refund method. Once again we explained that the refund method needed to be listed under the primary resident. We noticed that they added the refund account and let them know that we can continue with the *** refund once that is finalized.
  September 19th, the resident added the refund account and verified via micro deposit. Once that was verified, the guarantor and resident let us know that it was complete and that we could continue. The same day, we reached out to our accounting team to get the refund canceled and refunded, and switched to the *** method using the linked account. The refund account happened later in the day so the change started on the 20th with the refund changed over on the 21st of September.Once that was submitted, the refund amount showed up in the residents ledger to show the deposit was in the process of being returned to the resident. We informed them that the refund was going to be sent out that day and that there was an estimated delivery of the deposit on Wednesday September 27th.
  We received information on a delay from our accounting team that made the *** be processed on Monday 9/25 instead of that Friday 9/22 so the processing date was pushed back to 9/28 or 9/29. This delay was out of our control, and we informed the resident that the deposit was delayed due to abank issue but that it was estimated to arrive on that Friday, September 29th.  This resident demanded that we send out a check and overnight it but as the *** was already submitted, we weren't able to cancel that process until it clears or is rejected.
  We confirmed with our ******************* that the refund was removed from our bank on September 29th and should have been in the residents account on 9/29 or 10/2 depending on their banks processing time.
  As of October 5th, this residents refund in the amount of $3050 has been refunded via ***.                                                                                                                                                        

  Customer Answer

  Date: 10/11/2023

   
  Complaint: 20666992
  
  I am rejecting this response because:

  You are a dishonest business with deficient management of a property!

  Your claim that we were notified August 2nd , 2023 that we need to add our ACH account on the primary tenant side of your portal can NOT be further from the truth! 

  We added it on the guarantor side of the portal as instructed! as we were told : '...to receive our deposit funds quickly vs. 6 weeks for a check to be mailed!'

  All that transpired for 10 weeks after the initial August 2nd phone call to get FALSE INFORMATION AND GUIDANCE DUE TO LAGGING MANAGEMENT has been a chase after our funds with a supposed 'financial manager' that would dodge our phone calls to clarify the situation!
  
  Sincerely,
  
  Paykan Safe

  Business Response

  Date: 10/19/2023

  We understand that this resident and guarantor are frustrated with the security deposit refund process, and we apologize for any inconvenience or miscommunication regarding this matter. We strive to offer the best customer service for our residents, and we're sorry to hear that this resident and guarantor were unhappy with their experience. Our team was in regular communication with this resident/guarantor throughout this process and we worked diligently with **************** to get the funds deposited as quickly as possible. The full security deposit of $3,050.00 was refunded to the account provided on 9/29. We have attached proof of the deposit along with the resident communication log for reference.
  

  Given that the full refund has been deposited, this desired outcome has been met and this claim has been resolved. We wish this guarantor and resident all the best. 
  
  

  
  

  Customer Answer

  Date: 10/19/2023

   
  Complaint: 20666992
  
  I am rejecting this response because:

  We need CORE management to 'acknowledge' and 'apologize' for lack of proper management!

  This should NOT be the how any tenant's deposit refund should be handled!

  *** account was established back in August 2, 2023 per lease office agent's instructions for a speedy refund in a 10 day period thereafter!

  As mentioned multiple times, after realizing ZERO! Refund! Called lease office once again and the same agent explained that due to number of refunds, even the *** refunds are taking 6 weeks!

  6 weeks came and went with ZERO! Refund! and multiple calls once more to speak to :  *************************** as the Financial Manager at The ************* went unanswered! **** holds on phone to be told he is busy or that he will return phone calls that would NOT be returned!

  This has been utterly frustrating and this type of management at any business level needs to be addressed and be rectified!

  Not only were we dragged along with contradictory information, but we are facing outright lies here as to what has transpired.

  We will make sure this will not repeat and that we are heard!
  
  Sincerely,
  
  Paykan Safe

  Business Response

  Date: 10/20/2023

  On behalf of **************** we sincerely apologize for the frustration this situation has caused. We hear your feedback, and we apologize that you felt our team was not responsive to your questions and requests. We understand that the communication on our end could've been more clear, and we will improve upon this process in the future. 

  Customer Answer

  Date: 10/23/2023

   
  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.
  
  Sincerely,
  
  Paykan Safe

• Initial Complaint

  Date:09/12/2023

  Type:Customer Service 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.

  I am an undergraduate international student at **************************, residing at Parkside Apartments.As a resident, I have access to the laundry room amenities on my floor and I placed my clothes in the washer. Unfortunately, due to steep deadlines and oversight, I was not able to collect my clothes immediately and they remained in the washer for almost 4 days. ******** threw away the clothes into the trash chute without passing along any information before taking such a harsh step. There is cctv footage of the maintenance lady placing my clothes in a black trash bag and throwing them down the trash chute. Upon confrontation, they were rude and unhelpful and told me to go to the dumpster to search for it myself or ask 'one of my boys' to look for it. The clothes were worth at least $400 and as an international student, that is a huge sum for me. When I requested a reduced reimbursement on the clothes, it was denied. The staff was also trying to prevent me from speaking to the building manager. When I finally got hold of the manager, she told me she would try and get a reimbursement by speaking to the regional manager. I however was not updated on the situation, and when they finally emailed me, I was denied the reimbursement once again. The regional manager's contact information that I had requested was also wrong. Parkside has been claiming that they 'followed all protocols,' but they have not been able to produce any documentation to show they can rightfully throw away a resident's belongings in the trash chute without informing them about it if they leave their belongings in an area/amenity they are paying Parkside to use. There were several alternatives to treating a load of clothes as trash. Parkside couldve sent out an email, the clothes couldve also been left at the front desk or in the lost and found, or just placed on top of the washer as I have also had to do before with other residents' clothes, but none of those options were exercised.