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:03/15/2024

  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.

  On Feb 27th, 2024, I toured a few apartments at The Fields. That day, their employee presented me with offers that would be valid if I applied within 48 hours. On Thursday, Feb 29th, I called to tell him I wanted to apply for a two-bed/two-bath unit (Greensward) and he told me to apply through their website. On the website, they have multiple Greensward units and I wasnt sure which one to select. I called him back to ask which unit I should choose and strangely, he sounded very different from the past calls, and he was not very helpful in guiding me through the application process. We eventually agreed that since I would like a first-floor unit, I should choose Greensward II #****. However, their website did not allow me to choose that unit at the time. He said I can choose any 2-bed units for now and he would change the specifics later. So I chose a 2-bed unit that was available on their website that I could access (Greensward #****) and proceeded with the application. At this time, I paid $50 for the application and $150 as an administration fee. Later that day, the employee called me. I expected him to tell me that they received the application but instead, he said he called the wrong number. I hear nothing back about the application until Mar 4th, Monday. I went ahead and emailed them, but no responses. Mar 14th, the manager calls me saying she is confused about my lease and that the employee does not work there anymore. She got me off of the unit #**** and offered me other units that are currently available, but at this point I cannot trust this business anymore and she said the specials the previous employee offered were not valid, so I declined. I asked for a refund for the fees I paid since they obviously neglected my application. The form I signed also says that the administration fee covers the agents time. Clearly, I spent more time than them working on this lease, so I am requesting a full refund or at least the administration fee of $150.

  Business Response

  Date: 04/10/2024

  We would like to address this customers complaint and acknowledge the customer experience as less than satisfactory. As it is not in our practice to mislead or misrepresent the company, we apologize to this customer on behalf of **********************. We would like the customer to know, the employee in question no longer resides with the company. We will also promptly be refunding the $150 for the administration fee and the $50 for the application as we feel this is a one-time reasonable accommodation. 

  Very Respectfully,

  The Fields

  Customer Answer

  Date: 04/12/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

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