Complaints

This profile includes complaints for The Scion Group LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  The Scion Group LLC

  444 N Michigan Ave Ste 2600 Chicago, IL 60611-3998

• 

  The Scion Group LLC

  401 N Michigan Ave Ste 400 Chicago, IL 60611-4232

• 

  Redpoint Baton Rouge

  910 Ben Hur Road Baton Rouge, LA 70820

• 

  Lark Baton Rouge

  4194 Burbank Drive Baton Rouge, LA 70808

• 

  Ion Baton Rouge

  740 West Chimes Street Baton Rouge, LA 70802

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:09/28/2024

  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.

  To Whom It May Concern,I am writing to file a formal complaint against The Lark ***********, where I lived for six months, from December 30, 2023, to August 26, 2024. During my stay, I encountered numerous significant issues, including unprofessional management practices, failure to address safety concerns, and being unjustly charged despite repeated assurances to the contrary.Threatening and Unsafe Living Environment: During my time at The Lark, my roommate verbally abused me, sent inappropriate text messages, and used curse words towards me in my own living space. I provided video evidence of this to the property manager. I raised this serious issue with the management office, and they initially promised I could move to a different apartment without any additional charges. However, despite my constant follow-ups, they never took action to facilitate the apartment change, and I never moved to another apartment. To make matters worse, they proceeded to charge me fees for this move, despite stating ******************* Hardship Due to Lack of Action: As a graduate student, the delay in addressing my safety concerns forced me to move out temporarily and secure alternative accommodation to protect myself. This added to my financial burden during an already challenging time, but the management never took responsibility for this situation.Unjust and Unrefunded Charges: When I inquired about the unexpected charges for the apartment change, management assured me that I would be refunded. Despite these promises, I have not received the refund to date. This has added further financial strain and frustration.Unfair Charges for Pre-Existing Conditions: In addition to these issues, The Lark charged me for damage and issues in pre-existing public areas of the apartment. My roommate, who had moved in a year or two before me, had photo evidence showing that these issues existed before I moved in. Yet, I was still held responsible for the charges.

  Business Response

  Date: 03/31/2025

  The Scion Group is property manager for the Lark *********** apartment community, located in ***********, **********  

  We previously responded to this resident's concerns in June 2024, per the attached letter.  Following move-out, the resident was provided a credit/reversal of the transfer fee.  Lark *********** has already waived a charge for repair of vinyl flooring.  The resident remains responsible for other actual apartment repairs at the time of move-out, including paint/wall repairs and removal of excess trash, as well has unpaid utility charges.

  As a compromise, Lark Baton Rouge is willing to provide a refund of $44.07.

• Initial Complaint

  Date:09/27/2024

  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 have had extensive correspondence with the *** ******** M who manages one of your property Alight Apts in *********** **. I am highly unsatisfied because she has falsely shifted charges to other things once I proved the trash that was initially charged for in a bedroom was for curtain rods that were already in the apartment. She shifted that charge to Patio Chairs (which were not my daughters! There are 3 other occupants in the apt. Why is my daughter solely assessed) when it wasnt even in the initial damage ********* M, also vindictively tried to reverse a $140 adjustment on our account saying that was another mistake. I think it was her just being spiteful for us putting in a dispute. I had to send her the copy of the contract showing we are owed this adjustment.Your *** is highly immoral and unethical. I do not want to contact her any further because she makes it a pattern of falsifying information. And she doesnt seem educated or reasonable to see proof of a mischarge. Her solution is to deny my valid claim and attach that charge to another charge claiming it was for that whatnot.I have a case number that I put in and NO ONE from your company has contacted me. Its been almost 2 weeks. I will never rent from any of your properties because of these pervasive and unethical tactics you approve of.Alight Complaint #******** I was the Guarantor for my daughter ******** *******

  Business Response

  Date: 10/14/2024

  We believe this matter has been successfully resolved.  As a customer service gesture, Alight Gainesville (***********, *******) reversed most of the charges that had been assessed to the resident in question at move-out, leaving only a small balance of $18.12 which has been paid. 

• Initial Complaint

  Date:09/24/2024

  Type:Service or Repair 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.

  Our initial move in date of 8/11/23 we were given an apartment that was not upkept as appliances and other utilities were insufficient and out of order. We have experienced leaking from the windows as reported and unresolved as well as leakage from our sink still unresolved to current date. As well as a high volume of ***** and pest infestation from the 3rd out of 4 levels of apartment rooms within our apartment complex. The reserve is non-compliant to drainage of the pool as the pool area seems to be the main source of the pest infestation. As of 9/18/24, mold had been speculated to be in my apartment. As of 9/21/24, the mold had been reported as well as spread throughout the walls of my apartment. It has infected my personal belongings along with my roommates and both myself and my roommate have reported respiratory issues that compromise our health and pose us at additional risk of being exposed and potentially hospitalized from infection.

  Business Response

  Date: 09/24/2024

  The complainant is a resident of *********** at ********** apartment community in **********, **************, which is managed by The Scion Group.

  This resident's concerns about mold were first brought to the attention of management on Sunday, September 22, 2024.  *********** has already responded in detail directly to the resident, per the attached letter of September 24, 2024.

  As detailed in the September 24 letter, we believe the apartment was cleaned and in proper condition at the time of move-in.  Staff at *********** have promptly responded to every work order submitted by the complainant and her apartment-mate and will continue to do so.
  *********** retains a pest control vendor that professional treats the community, including the pool area and the complainants residence, on a weekly basis.  The only maintenance request received by *********** related to pest control concerns was on September 3, 2024; the specified area was treated promptly after that request was received and the complainant and her apartment-mate were encouraged to promptly reach out to staff if they have any further maintenance concerns.
  

  As detailed in the September 24 letter, *********** has already had a professional remediation vendor inspect this apartment following the mold concerns.  As was communicated to her at the time, mold growth in the apartment was caused by the complainant not turning on the air conditioning or central fan for many weeks or even months, and failing to report to management this condition throughout that time. 
  

  To ensure this resident is comfortable in her apartment, *********** has already transferred her and her apartment-mate to an alternate apartment in the community.   

   

• Initial Complaint

  Date:09/17/2024

  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.

  Drove 2.5 hours to Mt. ********. We toured at the Reserve and the agent told me about getting the second month off. He told me it had just started; however, apparently the promotion is over already. Then I requested to speak to a manager multiple times. I am still waiting to hear back.I advised the guy of my move in date but then they emailed me saying you can't move in that day, you have to move in on the 15th of September I believe. Lot of back and forth and misinformation.

  Business Response

  Date: 09/18/2024

  This matter was resolved directly with the consumer through our regular customer-service process, prior to our receipt of notice of the BBB complaint.

• Initial Complaint

  Date:09/16/2024

  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.

  Being charged for damages of property. Have been emailing over the course of a month about disputes. Followed their instructions from their emails, went in person and talked to them, talked over the phone. All these damages were recorded during a move-in inspection. So they are charging me for things that were not my fault and had notes of them from the time I moved in. We have gotten no response not answers to anything yet are being told it is going to collections.

  Business Response

  Date: 10/01/2024

  This complaint lacked identification of the location where the issue arose, and required research to identify the matter.  The complainant was a resident during the ******* term at *****************************, in ************, ********, which is managed by The Scion Group.

  At move-in during August 2023, she completed a move-in inspection report pursuant to her Housing Agreement, a copy of which is attached.  Upon move-out in July 2024, damage was observed in the apartment which was not present at the time of move-in, including damage to a desk and chair, to window blinds, and to bedroom walls.  Under the parties' contract, the resident was responsible for costs of repair or replacement to these items, as shown on the move-out statement.

  Nonetheless, as a goodwill gesture ***************************** would accept a reduced payment of $216.27 in full settlement.

  Customer Answer

  Date: 10/02/2024

   
  Complaint: 22282746
  
  I am rejecting this response because:
  
     While I thank the business for finally getting back to me after a month and a half of no response there are many things that do not add up to me with the response. First being that their claim to the observed damage to the desk/desk chair after moving out that where not there during move-in. If you look at my move-in inspection which, I have attached back on August 15th, 2023, when I moved in, I noted the observed damage to the desk/desk chair. Secondly would be the claim of broken blinds. Upon move out there was nothing noted about these blinds and worked fine up to when we moved out. The business did not attach proof or any type of picture to these claims, so I have no idea what they are talking about and was quite confused when I saw this charge.  I would love to see the proof of these blinds before being charged for this. Third would be the bedroom walls. After many conversions with staff on weather we needed to paint or not we were told on multiple occasions by different staff that if we patched the holes from the nails, they had a surplus of extra paint and that we as renters did not need to paint over the spackle. Leading up to move out I received many emails about move out instructions and not even one mentioned needing to paint.  Lastly, I was charged with cleaning fees. My roommates and I had cleaned the apartment before we turned in our keys and when we asked the front desk about this their proof was two picture one being a little dust behind the TV and a single water ring on the sink.  However, when I went to go move in my carpet was so disgusting that they had to replace it. Our sink was leaking and did not have a floor, my dresser had residue on it, and our couch had notable stains on it that they came and replaced the cushions.
  
     Throughout this process and the surpluses of emails that I received to pay my balance every email ended with if you have any disputes we would like to work with you.  However throughout this process I had sent many emails as shown in previous message, a long with calling and visiting the office.  Throughout the past month and a half, I did not receive a single email back and when I called and visited, I was told there was no manager to speak to and no one could help me.  When I finally got a hold of a manager a month and a half later- after once again reaching out to the business- she told me I would have to continue  to wait a response and there was nothing she could help me with, was again left with no help to solve my disputes.  So, I do not know why it took for me to final a complaint to receive any type of response when they wanted to work with me.

  To this I have attached photos directly from my move-in inspection which noted all of these claims I have said above. 

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

  Business Response

  Date: 10/03/2024

  The damage on the move-out form was documented and not shown as pre-existing on the move-in form.  We stand by our settlement offer. 

  Customer Answer

  Date: 10/04/2024

   
  Complaint: 22282746
  
  I am rejecting this response because:
  

  I have attached supporting documents in every email and dispute that I have sent. The documents clearly note all the damage that we listed during move-in. I have attached a copy of my move-in inspection which was uploaded to my resident portal August 15th, 2023.  In that file, every piece of damage that I am being accused of causing is clearly documented as being there before I moved in. For example, under bedroom C on desk/desk chair it clearly says that there were chips made in the desk noted during move in. I have taken the extra step of highlighting this in the attached document. Again, every item that youre accusing me of damaging was already noted as damaged when I moved into the complex. Are you not able to see the attachments and the files I have shown you in person, via email, through the portal as well as here in this message? Ive tried to talk to someone about these bogus charges and the company refuses to have any communication with me.  The only communication I have had from this company is through the BBB.  This is getting out of hand and someone from this organization needs to be held accountable for all these false claims.
  
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:09/13/2024

  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.

  Redpoint Apartments in ********** ** which is managed by Scion will not contact me over numerous fraudulent charges to my sons account which I am the one who is the co-sign so it reflects on me and my credit. We were charged $50 for keys not returned at move out which isnt true. July ******* the keys were all returned in the white envelope and given to office. They will not answer calls or return any emails but keep sending harassing emails for payment. Also a $180 charge for a entire wall repainted which is Normal wear and tear and sent fake pics that werent even their apartment to our portal of a small dirty area of carpet and charged for carpet $65. This is wire fraud and the charges in the account need to be cleared and amount showing ZERO balance before I close this case. They are telling BBB they will accept less charges but then never crediting these accounts. We have an inside source that told us they just agree but never will credit and then turn over to collections . Also told us the photos may not be your actual room or apartment. Double utility charges on my account $110 and $40 that nobody would refund for July 1 so I was forced to pay before I got late fees sending pics of prior paid utilities . This place was dirty the day I moved him in and took pics of it all so no charges needed to EVER be made at move out time regardless . We had black carpet that move in day I rented a cleaner, wasp nest everywhere , missing paint and wall damages . And nobody will credit the account or remove charges so they have paid on them to keep from getting sent to collections which again is another scam if they dont answer you and send it over you are forced into agreement which is fraud too. Im including all these move in day pics and receipts of payments made but still have charges on account that need removing.. Also was towed in very own parking spot and incurred $250 worth of fees but decal was on just had front tinted windows. Want refund

  Customer Answer

  Date: 10/01/2024

  
  Better Business Bureau:
  
  The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. My issue is resolved and my complaint can be closed. 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:09/12/2024

  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 was a former employee/resident at one of The Scion Groups property and I was sent to collections for 3 months of rent. I am being charged the remaining amount of rent but as a manager at the property, no other managers that quit were charged the remaining lease agreement. *** ********, ******* ***** and ******* ****** were all managers that quit and were not charged any remaining rent. I have proof of this if needed. This company is directly discriminating and targeting me because I resigned from the position.

  Business Response

  Date: 09/28/2024

  The complainant here is simply mistaken.  She was an assistant manager at the ************************* in ***********, ********* which is managed by The Scion Group, who entered into a housing agreement to live at the *************** community through July 2023. Her housing agreement with Ion Baton Rouge was independent of her employment with The Scion Group.  When she moved out early, rent continued to accrue because the community was unable to mitigate its loss, and the amount was properly charged.

  The other individuals cited had different circumstances.  One of the people cited actually paid her rent in full through the end of her Housing Agreement (also at ***************).  Another of the people cited worked for Scion from 2015 to 2019 at a community in ********; in January 2019, The Scion Group ceased being the manager or having an ownership interest while that manager was still employed and a resident; any subsequent change in her residency or employment was not related to our company.  The third ****** cited reached an agreement in 2023 to terminate her Housing Agreement.

  Customer Answer

  Date: 10/01/2024

   
  Complaint: 22277982
  
  I am rejecting this response because:
  
  I am not sure what employee youre referring to in ********. I am referring to ******* ******, who quit with no notice and moved out with no notice on November 14, 2022 from RedPoint ***********. There was also a maintenance technician, ***** *********, whom ***** **** sent a document to from legal ending his housing agreement. I was never even offered that option. Please explain why, as he resigned in the same manner as I did.

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

  Business Response

  Date: 10/02/2024

  If this complainant is referring to ******* ******* (also known as ******* *****), that former employee had a contract arrangement for free use of an apartment at ******************** as an employment incentive, and returned it owing no additional rent.  Similarly, other employees with discounted rent as a part of their employment arrangement whose employment is terminated are subject to elective termination of the Housing Agreement by the community owner.  None of the foregoing was the case with the complainant here, who was under contract for a regular paid space that was not terminable, and who simply failed to pay. 

• Initial Complaint

  Date:09/06/2024

  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 was a tenant at ************************** (***********, **) from August 2022 through July 2024.I sent emails on 8/5/24, 8/9/24, 8/13/24, 8/26/24, and 9/6/24 via the Resident Portal to **************** in which I contested the $197.50 "damages" charged to me after move-out. I copied the emails *************************. I also texted my dispute to the *********** at*************.Numerous emails sent to live@larkbatonrouge were also returned as undeliverable. No one has replied to my emails or text. Upon moving into Unit # ***B in August 2022, I documented existing damages on the Inspection Form on the Resident Portal. On the inspection report, I photographed existing damages to the vinyl floor, doorway, and walls which were present before I moved in and not a result of my tenancy.At moveout, my two roommates and I ensured that our rooms, the kitchen and common areas were left in clean/sanitary conditions and left no trash. We cannot account for the *********** because she was not present and her things were still in her room. The painting charge is unjustified because no photos of the alleged "damage" were providedthese damages were pre-existing prior to my lease of August 2022. There was also no Lark staff walk-through at our move-out.I reported this matter to Scion Group on 8/19/24 and received Case # SF13545946. After no response, I called Scion again on 9/5/24 and received new Case #********.Again, no reply from either Lark Baton Rouge or Scion Group.I am being charged $197.50 for "damages" that were pre-existing as documented and noted at move-in on August 2022 and can be found on the Inspection Report. Therefore, the charges should be removed from my account.

  Business Response

  Date: 09/06/2024

  We apologize for the delay in responding to this resident's inquiry at the **************** apartment community in ***********, *********, which is managed by The Scion Group.  The period following move-out of one group of student residents and preparing and accommodating a large new group of residents at this time of the school year can cause delays in customer-service responses, which happened here.

  We have reviewed the charges on this residents account and we have found that approximately $55.00 of damage charges can be attributable to pre-existing conditions and could merit reversal, leaving approximately $142.50 of charges which we believe are valid and reasonable, for actual damage to the apartment which would be due under the parties' Housing Agreement.

  However, as a further customer service gesture and in light of our delayed response, we will reverse the remaining charges as well.

  Customer Answer

  Date: 09/10/2024

   
  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. However, I am attaching the email dated 9/9/24 from Lark Baton Rouge that verified my documentation and confirmed that the damages were pre-existing, as noted in the move-in inspection report.
  

• Initial Complaint

  Date:09/05/2024

  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.

  My son was a resident at Archive ******, a community owned by Scion. Upon move-in (8/17/2023), he filed an initial damage report for a number of items, such as paint damage, damage to the couch, bad refrigerator shelf, etc. We were billed on 8/1/2024 on move-out for these very damages. I have repeatedly emailed, called, texted, and used the messaging features on the contact portal to address these charges and I have yet to hear from a single person at the complex--yet they continue to send payment reminders and have even threatened collections.

  Business Response

  Date: 09/11/2024

  The Scion Group is property manager for the Archive Oxford apartment community in ******, ************  We have reviewed records on this resident's apartment and the notes provided here. 

  As a customer service gesture, we have removed $285.25 of charges from his account ledger (corresponding to repair/replacement charges that had been posted for a sofa, bedroom paint repair and dresser damage).

  Customer Answer

  Date: 09/11/2024

   
  Complaint: 22243254
  
  I am rejecting this response because:
  

  Please provide substantiation for the other charges.  Upon moveout, mattress appeared to be in identical condition as at move-in (I can provide .  Painting a common area is STANDARD practice with apartment turnover and a charge for this is ridiculous--the unit was not properly turned when they moved in because management had not included all four roommates in the assigned unit, and changed them to a unit that was vacated immediately prior to their moving in (the same morning, I believe).

  Thank you for your removal of the other charges.  I'm utterly dissatisfied that I have spent so much time and effort trying to actually communicate with someone at the apartment, and at this point I have only had contact from "****" the artificial idiot prior to filing my BBB complaint.
  

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

  Business Response

  Date: 09/12/2024

  Documentation is attached.

   

• Initial Complaint

  Date:08/30/2024

  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.

  My son rented from this apartment (my husband and I were guarantors) from Aug 2023 - July 2024. This facility charged us to replace a desk and dresser. I found the charge on my account about a week ago. When I did some research realized they charged $414 on Aug 1, 2024 for the replacements listed above plus a light cleaning. I received no notification of these charges. I drove to ************ to talk in person (1 hour 15 min drive) and when I asked to speak to someone about the charges the girl at the front desk stated Im sorry you cant talk to anyone in person. You will have to do through email. We have too many disputes and only two people working on them. This is very telling to me. They have MANY disputes. The facility did say they would reimburse us for the desk charge since it was broken when we moved in. The dresser they are charging us for a replacement has a chip out of the INSIDE of the bottom of the drawer. This dresser was fully functional when my son moved out. We are unsure if it was there when he moved in. Who knew you have to take pictures of the inside of drawers? If the dresser is still functional then why are we being charged for a replacement? Also, just a thought, the desk was damaged when my son moved in. It was not a replacement. Did the occupant before my son get charged for a replacement as well that wasnt actually replaced? If they are so worried about these imperfections why are they not repairing them? Many times It is much cheaper to repair than to replace anyway. Or is the facility actually just pocketing the money instead of replacing or repairing the issues? This is what we are suspecting based on our experience and if you read reviews many have experienced the same issues we are right now. We requested pictures of the occupants dresser before my sons move in but the facility representative is no longer communicating with us through email.

  Business Response

  Date: 09/18/2024

  The appears to be a the mother of an adult resident of the ***************************** apartment community in ************, ********, which is managed by The Scion Group, but not the actual consumer.  We have already corresponded with the resident and this complainant regarding charges assessed at the resident's move-out from his apartment.  In response, we are providing a refund of $202.73 which will be issued within the next few days.

  The damage charges to a dresser were due to a hole in a drawer and damage to the finish which were not present at the time of move-in and not noted in the resident's move-in condition report.  We would be happy to provide the damaged dresser to the resident if we still had it, but all replacement furniture was placed in early August and the old/damaged furniture was removed and disposed of at that time, as we do not store furniture once replaced.

  Damage charges are assessed only for actual cost which is actually incurred.

  Customer Answer

  Date: 09/24/2024

   
  Complaint: 22214233
  
  Dear BBB,
  
  I am rejecting this response.

  As parents who have been charged unnecessarily and unjustly for the DRESSER, we have yet to receive payment for the **** refund. So, both issues remain unresolved.
  
  Trusting that the check for the desk is forthcoming, we will focus this response on the DRESSER.
  
  Earlier today, we drove an hour from **********, ** to ************ AR to provide **************** (**) an opportunity to substantiate (with physical evidence) that the fully functional dresser (with an imperfection INSIDE the drawer) had indeed been replaced. We were provided with the following information.
  
  1. Initially, ** representative ******, indicated they could not enter an OCCUPIED room.
  
  1a. We informed her that the room was confirmed to be UNOCCUPIED by a past roommate of our sons.
  
  2. Next, ** representative ****** said UH General Manager, Ms. ****** ******, said it would violate Policy to enter the common areas WITHOUT PERMISSION. The apartment in question has 4 secure bedrooms that share a common area.
  
  2a. We sought and RECEIVED PERMISSION from the only occupant (the other three rooms are vacant) that it was ok to pass through the common area to resolve this dispute. This would either exonerate UH or confirm our doubts that a replacement DRESSER (as a result of insignificant imperfections to the INSIDE) actually existed.
  
  3. We were able to speak at length with the General Manager, Ms. ******* Ms. ****** made the following clear to us during the conversation:
  
  Ms. ****** was concerned that an officer of the company **** and the companys legal department were involved in a complaint with the BBB. It is worth noting we had not mentioned the BBB complaint during our visit.
  

  Ms. ****** stated that SHE HAD NOT PERSONALLY CONFIRMED (see voice recording1) that the dresser had been replaced, only that she was relying on her tracker system records, not physical evidence.
  
  3a. How then can UH tell the BBB that it has been replaced and the old DRESSER destroyed?
  
  Despite this reliance, Ms. ****** was FIRM IN DENYING US THE ABILITY TO CONFIRM REPLACEMENT (see voice recording2). This could have easily resolved this complaint. Again, the unit was vacant - and we had permission to enter from the only resident using the common area. That opportunity is forever gone.
  
  Ms. ****** (and for that matter ******) admitted that UHs check-out exit photos from the previous tenant did not demonstrate the condition of inside DRESSER drawer (disputed here) nor did they reveal damage to the **** (which we documented as damaged during move-in). Keep in mind we were initially charged for the **** on "check-out" and are still awaiting a refund check. They indicated that some UH inspectors are more thorough than others. This would suggest the ** policies are not applied uniformly.
  
  Also disturbing to us, is that the order for new furniture was placed in December, approximately 7 months prior to our sons check-out. Ms. ****** insisted that having available dressers in UHs inventory days after our sons move-out had no bearing on the decision to charge us with a replacement. She went into detail in explaining how difficult these decisions can be and that some residents must live with imperfections if inventory is not available.
  
  In summary, despite multiple good faith attempts we were unable to verify UHs response to BBB.  
  
  UH could have proven that they decided to scrap the old DRESSER (with ONLY minor damage INSIDE a drawer) at our expense. However, they refused to prove their damages by allowing for physical inspection of the new DRESSER.
  
  Respectfully, these unsubstantiated charges should be reversed and UH should be investigated for unfair business practices. We are including public complaints posted on **** that would suggest we are not the only ones impacted by these practices.
  
  Sincerely,
  
  **** ****

  Business Response

  Date: 09/24/2024

  University House provided photos of the damage, which was real.  No one asked the parents of an adult resident (who are not our customer and not a consumer eligible to pursue this complaint in the first place) to drive an hour to a former resident's apartment community and demand entry into an occupied apartment.  University House indeed purchased a replacement dresser and the charge was appropriate.

  The check for the desk charge refund was indeed issued and mailed.

  Customer Answer

  Date: 09/25/2024

   
  Complaint: 22214233
  
  I am rejecting this response because:

  University House (UH) either does not understand the facts in this situation or is intentionally ignoring them.
  
  First and foremost, UH withdrew money from our account for UNNECESSARY CLEANING, the **** and the DRESSER. Perhaps UHs insistence that parents  should not be involved reveals a common, yet despicable, practice of pushing around college students. If that's true, shame on UH.
  
  Second, we did NOT demand entry into an occupied room. That is blatantly false. We repeatedly provided ** staff an opportunity to prove what UH saying to BBB is true. ** staff denied us and ** the opportunity discover or confirm the truth. *** last response has misrepresented that the room was occupied yesterday. It was not. We are including a screen shot that proves, at least to us, that the room is vacant.
  
  Shifting the focus to us lowly parents (who are just seeking a fair resolution) does not absolve UH from responding to facts with actual facts.
  
  
  
      
  
  Sincerely,
  
  **** ****

  Business Response

  Date: 09/26/2024

  Whether a specific bedroom is currently occupied is not relevant if the apartment is occupied.  Parents of former adult residents cannot show up unannounced and demand entry into apartments.  If this adult resident's mother, who was never our customer, insists on personally viewing a replacement dresser in an apartment, that can be arranged with prior notice so we can provide notice of entry into an apartment.

  Customer Answer

  Date: 09/26/2024

   
  Complaint: 22214233
  
  I am rejecting this response because:

  It is an insult and a waste of everyones time for **************** (UH) to continue to ignore the facts.
  
  FACT #1: UH initially charged us for a **** that we had documented as damaged on move in. We still have no confirmation of the refund,but if it arrives as promised, we extend our appreciation.
  
  FACT #2: UH charged cleaning fees we feel were unwarranted.According to other tenants postings online, we are not alone.
  
  FACT #3: Based on Facts 1 & 2, we have a low level of trust in what UH does and says.
  
  FACT #4: The DRESSER had an imperfection on the INSIDE of the drawer.
  
  FACT #5: The functionality and appearance of the imperfection in the DRESSER did NOT warrant a replacement especially in comparison to the condition of the **** upon move-in.
  
  FACT #6: UH is entitled to make bad business decisions,including: (a) ordering too many DRESSERS in December; and (b) using one of those to replace a fully functional DRESSER with minor INTERIOR damage in July.
  
  FACT #7: We are not obligated to fund the bad business decisions of **.
  
  FACT #8: We had serious doubts that the DRESSER had been replaced.
  
  FACT #9: We provided UH an opportunity to prove our doubts wrong.UH refused.
  
  (a) At UH offices on Tue, Sept. 24, 2024, we RECEIVED PERMISSION from the Quadplexs ONLY occupant to see the VACANT bedroom containing the DRESSER that UH claims has been replaced. Evidence of this has been submitted.
  
  (b) Despite the evidence, we were told that we could not confirm UHs assertion about replacing the DRESSER because of POLICY. Rather than resolving this dispute, by proving UHs statement to H363**73932383**831H as being truthful (or not), UH told us that EVERYONE would expect the same of UH.
  
  First, HOW is that even possible? Second, WHY is proving what is true considered a bad thing? Are *** policies designed to suppress the truth? Finally, if EVERYONE is experiencing similar issues, should UH be investigated?
  
  FACT #**: UH has taken our money for a full year and never once protested that it came from a parents account.
  
  FACT #**: UH has taken our money from our account (without notice) for:
  (a) unwarranted cleaning fees ($27.50);
  (b) unwarranted replacement charges for the **** ($184.51 - refund pending); and
  (c) unwarranted replacement of a DRESSER ($202.73)a replacement that UH could have easily confirmed.
  
  FACT #**: UHs responses are unproductive to revealing the truth and are a distraction from the facts.
  
  FACT #**: To believe that it means anything to schedulea time "in advance" with UH, for UH to prove that UH replaced the DRESSERis simply insulting.
  
  Sincerely,
  
  **** ****

  Business Response

  Date: 09/27/2024

  Notwithstanding the elaborate conspiracy imagined here, the refund check for the desk has already been issued and the dresser was indeed replaced due to damage.  As a further offer in full settlement, we can offer to refund an additional $27.50. 

  Customer Answer

  Date: 10/03/2024

   
  Complaint: 22214233
  
  I am rejecting this response because:

  As previously detailed, University House withdrew a total of $414.74, of which $184.51 was to replace a fully functional DRESSER. Also, we still have not received the $202.73 refund for the ***** We appreciate the gesture to refund the $27.50 cleaning fee and agree that it should be refunded.

  Once a full refund is made, we will be satisfied.
  
  Sincerely,
  
  **** ****