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:01/23/2025

  Type:Product 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.

  Hello,We applied to Bertsch Properties between January 1517 and paid the required application fee. They requested my partner also apply, and while they immediately approved my application, they didnt review my partners file. Despite their policy stating tenants must earn three times the monthly rent, I only earn a quarter of that amount.They approved me regardless and had us pay a $550 move-in fee (plus a $9 processing fee) to hold the apartment and take it off the market. We later decided not to move forward with the apartment and informed them, thanking them for their time. However, despite not signing a lease or moving in, they refused to refund the move-in fee, citing various excuses.They offered a credit instead, but we do not plan to do further business with them. In effect, we are being denied $550 for a service we did not use. We are requesting a full refund of the move-in fee.

  Business Response

  Date: 01/25/2025

  Please see attached reply, and supporting evidence. If you have any other questions, please let us know. Thank you.

  Customer Answer

  Date: 01/27/2025

   
  Complaint: 22848940
  
  Hello, I am writing to formally reject your response regarding my complaint.

  First and foremost, Bertsch has my name incorrect. My full name is ***** ****** Erazo ******, as shown in the attached copies of my ID and the completed application documents. Both clearly indicate my correct name, and there is no connection to "Campo" whatsoever. This error raises concerns about whether my case has been confused with someone elses due to improper record-keeping.
  Furthermore, this situation highlights the lack of organization and professionalism on the part of Bertsch Property. The miscommunication and failure to clearly outline your policies at the beginning of the process reflect poorly on your operations. Specifically, I was not informed of the full conditionssuch as the non-refundable nature of the move-in feeuntil after we had already decided not to proceed with the business relationship.
  To support my concerns, I have attached the initial text correspondence with ****, who explicitly mentioned the move-in fee but did not clarify any non-refundable conditions during our initial discussions.
  I hope you can address these issues promptly and provide a resolution that reflects accountability for these missteps.
  Sincerely,
  ***** ****** Erazo ******

  Business Response

  Date: 01/27/2025

  Please see attached. Thank you.

  Customer Answer

  Date: 01/28/2025

   
  Complaint: 22848940
  
  

  I am writing to formally reject your response and address the malpractice I have experienced with Bertsch Properties. From the outset, there has been a significant failure on your part to adhere to your own qualifications for approving applications.
  Your application process states that applicants must earn three times the monthly rent to qualify. For a monthly rent of $1,775, this would require a monthly income of approximately $5,325. However, my income is between $2,300 and $2,500 per month, which does not meet your stated requirements. Despite this, I was approved, which demonstrates a disregard for your own criteria.
  To support my claims, I have attached documentation, including a conversation outlining the qualification requirements and my direct deposits for the past two months. This discrepancy highlights a lack of transparency and suggests that your company employs a bait-and-switch tactic to take advantage of prospective tenants.
  Your actions contradict your stated policies and undermine trust in your management practices. It is clear that your company prioritizes quick profits over ethical conduct and the well-being of your tenants. This experience has been deeply frustrating, especially considering the financial strain it has caused my family. The funds we have lost were crucial for our childs needs, not discretionary spending.
  I am incredibly disappointed with how this situation has been handled and am left with no choice but to share my experience publicly. I will be posting honest reviews on various platforms to reflect the incompetence and lack of integrity your company has demonstrated throughout this process.
  I urge you to review this matter and consider how your business practices affect those who rely on you to act ethically and transparently.

  Sincerely,

  ***** *****