ComplaintsforCollegiate Housing Services, Inc.

• Initial Complaint

  02/27/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Our son attended college in ******** ***** where he had an apartment through collegiate housing services. He graduated in October 13th, 2023. He turned in his keys to the apartment and left. There were two roommates still there when he left. In January 2024 I received a letter from a collection agency stating we owed $358 to collegiate housing services. They state it was from a lease. I stated we always paid in full. I called the representative in ***** who stated they emailed me on December 27th, 2023. I asked for them to wait so I can see if I did receive the email. In fact there was one sitting in my in box from a *********************, I didnt open it as I didnt know this person. Collegiate housing refused to work with me now. The collection agency stated they couldnt do anything either. So I was sent an email 75 days after my son left the apartment and two weeks later was turned over to a collection agent. And now neither party is willing to do anything about this?! Very frustrating. This is not why I gave 20 years to the ************* How can folks just do things like this? I would like answers, since collegiate housing is refusing to talk to me, maybe they will through this forum.

  

  Business response

  03/04/2024

  Thank you for bringing this to our attention. We take your concerns seriously and are actively investigating the matter. Your satisfaction is our priority, and we'll provide a thorough response once we gather more information. We appreciate your patience and understanding.
  Best regards.

  

  Business response

  03/05/2024

  After further review in to this matter here is the dates we tried to contact the resident and the guarantor:

  10/12/23             ****** completed the reconciliation of the account and emailed the tenant a statement, bill, and the move out inspection
  12/11/23            ***** called the tenant and left a voicemail
  12/18/23             ***** called the tenant and left a voicemail
  12/18/23             ***** texted the tenant
  12/27/23              ***** emailed the tenant and the guarantor a statement
  1/2/24                  Traci called the tenant and left a voicemail at ************
  1/2/24                 Traci called the guarantor and left a voicemail at ************
  1/4/24                  Traci wrote the account off to bad debt and sent it to a collection agency

  At this point his only option is to pay the collection agency.  We did try to contact him and the tenant.  His balance is only $280.00 so Im not sure how else they or we can work with him at this point?  He had 2 contacts and our company policy is at least 1 other contact besides the bill we send.
  
  Traci 

• Initial Complaint

  10/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When I first moved in, the apartment was filthy. Walls, bathrooms, my bedroom, ceilings, fans, furniture, everything was dirty. I cleaned the place myself, and later I was told to move into a different apartment with less than a weeks notice. Then I was charged 400 dollars for items I left behind and the overall condition of the apartment, despite the fact I removed the items later that day and I left the place in a better condition than it originally was. I was also charged 300 dollars for a new mattress because there was a "stain" that I was able to remove with a paper towel and water. This was a mattress that the previous student had slept on naked without bedsheets, but the cost of replacing the mattress fell onto me.The second time I moved out, I made sure to clean thoroughly. Got everything out, cleaned my room, bathroom, and the common area, because I knew I would be charged for messy common areas. And I check my balance to see I owed them **** dollars. They charged me 600 dollars of cleaning fees, and a WHOLE MONTH OF RENT. They sent me a notice to vacate which I signed, but then I was told I didn't give them enough "heads up" to change my lease, despite them being able to change my lease on short notice without a problem before, and them telling me to be out by that date. And when I checked to see what the "cleaning fees" were, I saw that the inspection was done a week after I had moved out. There were 4 other boys living in that apartment, so of course by the time they had done the inspection, there dishes in the sink, crud in the shower and toilets, stuff all about the common area, someone left their bong out so I was charged for paraphernalia, the blinds that were broken when I moved in, all things I was charged for, all because they can. They take money from students because they know none of them have the resources to fight. These guys are crooks, I'm shocked they have an A+ rating by the BBB.I emailed the inspection report because it was 18MB

  

  Business response

  10/23/2023

  Thank you for bringng this to our attention. We are currently investigating the matter and will respond with any further information.

  

  Business response

  12/06/2023

  Thank you for sharing your concerns. We want to clarify that taking advantage of our residents goes against our principles. For 35 years, we've consistently outlined pricing and terms in our lease, ensuring transparency. After assessing your case and reviewing our records and pictures, we found the charges were incurred due to insufficient notice (less than 60 days) and leaving the premises unclean. We are unable to provide the refund you requested since your account has been submitted to collections.

• Initial Complaint

  09/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Duration from May 2022 to Sept 2023 @ $779 then to $859/mo. I was promised adequate living within 5 minutes of my school (*****) in *******, **. What they delivered was a run down apartment 15 minutes away (drive time) from my school in Lafayette, ** in an apartment that was abandoned by a previous tenant while the other two were still living there. I knew this was abandon by this person because there was eviction paperwork laying on the counter signed by the Sherriff when I walked in for the first time. They then proceeded to alter out inspector so each time the new one would inspect, they had no history of the apartment so they could blame the current residents for the state of the trashed apartment i moved into. There were stains on all the carpets, malfunctioning equipment, oh, and our FRONT DOOR HAD BEEN KICKED IN! To fix it, they just screwed the door back together, painted over it, and acted like nothing happened. Every time I would bring this up to our inspection rep, they would deny any record of any of these defects and just blame it on the current residents. At one point they tried to charge me $1000/mo because I had a "single bed room". This was not a room, but a glorified closed that one rep asked if I could fit another bed in the room?!?! Which would have been a major fire hazard, These people and this company DO NOT care about the health and safety of you or your children. The only thing on their mind is how to extort and exploit young, **** college kids into forcing them to pay as much money as they think they can get away with. Even in my talks with the last (of 5 in 1.5 years) of inspectors, the only thing they tried to fix was the black stains on the entryway carpets. And before some random desk jockey gets on to "apologize" for anything that **** or may not have been resolved", just know I have pictures, emails, bank statements, texts, and roommates (which can verify what I have said) of all my complaints about this terrible company. STAY AWAY

  

  Business response

  10/19/2023

  We apologize that you did not received the service you expected from us. We are currently investigating the matter and will be in contact with you and/or will post accordingly.

  Customer response

  10/19/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [This is the exact type pf response I would expect from this company. A blatant copy and paste from some one sitting at a desk that has nothing to do with the complaint. We had to live in a unit that was falling apart, with a door that HAD ALREADY **** KICKED IN, stains on the carpet, and generally been forgotten about. This company preys on young adults and simply tries to exploit their ignorance for their own monetary gain. We tried addressing these problems multiple times and each time we did, we would get a new inspector. Weird how that works out...
  This does not solve anything and I will be taking my complaints to the media soon. ]
  
  Regards,
  
  ***********************
  

  

  Business response

  11/16/2023

  Sorry you feel this way. That is the message we type we investigate your compaint and then once we go over all our notes that our staff keep on file and speak with our staff, we then come back and give you another response. I'm curious why you didn't take advantage of our transfer option. If you were not happy with your living conditions, you could have requested to move to another apartment or communtiy. The first transfer is free, and you are allowed to transfer as much as you would like, if there are spots available. Also, I'm not quite sure what you want a refund for? We provide all pricing information for a private bedroom online and a schedule of fees in your resident handbook. Did you fill out a move-in inspection sheet? It's crucial to fill out the move-in inspection sheet to avoid charges for pre-existing damage upon move-out. It also seems that you terminated your lease early. So, based upon the lease you signed, that is subject to fees because you did not complete your full lease term. The other fees were split evenly between the other roommates that were in your apartment during your stay for damages.We understand your frustration, and if you wish to discuss this further, feel free to contact our corporate office at ************.We're open to addressing any media inquiries and can share documentation supporting our side of the story.  Again, apoligies that we did not meet your expectations. We have been providing housing for students for 35 years and it is not our intention to scam our residents.
  
  To those choosing housing with CHS or any provider, we strongly recommend thoroughly reading the lease. This ensures a clear understanding of your tenant responsibilities and helps confirm that the pricing aligns with your budget. Open communication with housing staff is key; explore alternatives and options should any issues arise during your stay.

• Initial Complaint

  07/26/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We moved my son into an apartment leased by Collegiate Housing in ***********, ** for him to attend the **************************. Our agreement was to have him in what they classify as a Premium Plus apartment with a private room for a higher rent then all other options. After moving him in 2.5 weeks ago we have had numerous complaints to them about a bug infestation that they have not resolved. We want to move our son out and into a safer apartment and they are now saying we are oweing them a fine of 2 months rent. He has not even been there 2 weeks and they can not provide another apartment that is remotely close to the school. They false advertised what he would be living in, it has been a nightmare to work with them. They are unprofessional, rude, and are saying we are going to rack up fines for moving out. This is the worst company that I have ever interacted with as a customer and all I want to do is move my son to a safe space so he can focus on his school. This company is scamming families out of tons of money as they put 4 kids in a 3-bedroom apartment and then charge them all $1000 a month for an apartment that rents for $1300. Something has to happen they have to stop doing this to families that save for their children's college. I am attaching the *** explaining housing straight from their website. None of this is valid for what we are paying for. I also am attaching a photo of the bugs and dirty band aid in his room when we moved him in. They did not even vacuum his room before they assigned it to him.

  

  Business response

  07/27/2023

  We sincerely apologize for the inconvenience and understand your dissatisfaction with our housing services for your son. We deeply value your feedback and want to assure you that we are taking this matter very seriously.
  Our team is already investigating the issues you've raised to identify the root causes and address them promptly. We are committed to providing a safe and comfortable environment for all our residents, including your son.
  Please rest assured that we are committed to resolving this matter as quickly as possible. We will keep you informed about the progress of our investigation and the steps we are taking to improve our housing services.

• Initial Complaint

  06/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My son moved into housing 8-2-22 October he began to have problems with the roommates. He went to housing file complaints multiple times about the filthy apartment. They did nothing. Finally around Christmas 2022 they sent cleaners. My son helped the cleaners. Everything was great he was 2 months behind on rent at that time. They worked with him. He paid rent in full all was okay until March 2023 when the main lady quit and they moved him. Said that they no longer dealing with that complex he has to move. Moved him 30 mins from work and 30 mins from school with no car. When he was walking to work at the pervious apartment. **** in the ***** ** office doesn't like me nor my son. So now he is 13 days late on rent with a 10 day Eviction notice as of today they served him. Not to mention they are charging him for cleaning filth that he didn't do. The new apartment that they moved him into is way worse than the last one. **** also said cleaners came on Thursday May 4th but I came on the 5th and the pics are proof that the cleaners never came. They are falsely charging these students and when they personally don't like you. There is no more business. **** didn't know what to say to me when I told him I had photos. He also threatened my son with a lawyer for the cleaning fees at the old property. He is only 13 days late on rent with a 10 day Eviction notice. The other charges are cleaning charges. Legally they can not Evict for cleaning fees. I don't know what to do. Single parent 1 child trying to take care of 2 households. Please help. My son is doing amazing at Universal technical institute. He will have his certificate in diesel and auto mechanics by March ****. This is his passion. I would hate to see him fail because of housing. Thank you.

  

  Business response

  07/20/2023

  Thank you for reaching out to us regarding the issues your son has been experiencing with his housing. We understand the concerns you have raised and want to assure you that we take this matter seriously.

  We apologize for any inconvenience or discomfort caused by the previous living conditions and the subsequent relocation. We have initiated an investigation into these complaints and the handling of the situation by our staff. Our priority is to ensure a safe and comfortable living environment for all our residents.

  We are committed to resolving this matter promptly and to your satisfaction. Our representative will be contacting you directly to discuss the situation further and address any concerns you may have. We value your son as a resident and want to support his educational pursuits.

  Once again, we apologize for the inconvenience caused and appreciate your patience as we investigate this issue. If you have any additional information or questions, please feel free to share them with us.
  Thank you for bringing this matter to our attention.

• Initial Complaint

  03/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I used collegiate housing services for my son who attends UTI in ***** **.We we recieved the key we went to his apartment which was the most disgusting place I could ever imagine.We immediately left and went back to school to get our money back which toook months to recieve after being told that the check was mailed earlier time we contacted them.We were also charged $75 for a processing fee which we never were reimbursed for.This is unacceptable due to the fact we were misled by pictures on what the apartment looked like compared to the disgusting, unlivable realty of the actual apartment.***** was the person in charge and very rude and unhelpful.We feel we were misled and lied too and would like that processing fee paid back.Thank you and take care.

  

  Business response

  03/20/2023

  We are sorry to hear about your experience with CHS. While we typically do not refund with service fee unless a letter of cancelation is received at least 30 days in advance of your scheduled move in, we will issue the $75 refund as requested due to the error on our end.

• Initial Complaint

  01/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This letter is to inform you that I recently received a copy of my credit report that your company publishes and after reviewing it I found a number of items on the report that are inaccurate. The accounts in question are listed below. Please send me copies of the documents that you have in your files as of this date that you used to verify the accuracy of the accounts listed below.COLLEGIATE HOUSING SERVICES ACCT #: ******** BAL. $2,405 Under the Fair Credit Reporting Act, 15 U.S.C. ****g I have the right to demand that you disclose to me all of the documents that you have recorded and retained in your file at the time of this request concerning the accounts that you are reporting in my credit report. Please dont respond to my request by saying that these accounts have been verified. Send me copies of the documents that you have in your files that were used to verify them. If you do not have any documentation in your files to verify the accuracy of these disputed accounts then please delete them immediately as required under Section 611(a)(5)(A)(i). By publishing these inaccurate and unverified items on my credit report and distributing them to 3rd parties you are damaging my reputation and credit worthiness.Side Note: I departed from collegiate housing in 2016-17 when I was threatened to be taken to court over a month late rent ($489). I was called out of my classes I was attending at the time to be told that information. I then moved in with a friend for the remainder of the year until graduation at *********************************************.

  

  Business response

  01/23/2023

  Please contact ***************** at ************** and let them know you are in second placements.  Those files are sold and we no longer have any legal right to the debt and no control over it.  The files are in the possession of the collection agency and we have no access to them.  You will have to tell the collection agency that the account is in second placement because it may have been sold again.

• Initial Complaint

  11/30/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I leased apartments while going to OTC. Dangerous part of the city, the amount of rent was ridiculous. 4 students packed in a small apartment, paid almost **** a month PER student. Moved students from apartment to apartment. I was the last one to leave the apartment, all charges were billed to me. When asking for a break down of charges housing services failed to provide. DONT USE THIS SERVICE. They prey upon students. Many lawsuits against this company.

  

  Business response

  12/12/2022

  We are currently researching your complaint and will provide more information once our investigation is complete. We apologize for any negative experience you may have had. Please feel free to provide more details at *******************************************************. 

  Customer response

  12/13/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  This company has been doing shady business for several years, numerous lawsuits have been files against them. I want a list of charges, I was charged for " damages " to apt that I lived in with other room mates 
  Regards,
  
  ***************************
  

  

  Business response

  01/06/2023

  Thank you for taking the time to give us your feedback. Based upon the research of your history with us, here is what we've found:

  You indeed leased an apartment from ** while you attended OTC 2.5 years ago. The rates are and were posted online for you review before you apply to our program so you can budget accordingly. We show you only moved once. Neither apartments are in a dangerous part of town, and the last apartment your were placed in is nestled right next to the ********************* Your transaction history does indicate you were habitually late paying your rent. .In our review the history notes, it looks like we have sent an itemized statement of every charge during your entire stay with CHS. If you did not inform us of a changed the email address other than the one we have on file, this could be why you did not receive this break down of charges. We would encourage you to view any old email addresses you may have, as we did send to the one we had on file. If you would like a detaled break down of anything regarding this account, please email us at ******************************************************* and provide us with your BBB complaint ID #. Thanks

• Initial Complaint

  09/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  *** set my son up with an apartment that was 5 minutes from his school 2 months in advance of the start date. After we drove 8.5 hours to school, at the end of the in-processing, they informed us that the apartment was 45 minutes away. That's 40 extra minutes of driving, twice per day, 5 days/week for 8.5 months. More than a tank of gas a week. They told me we could apply for something closer...Towards the end of school, I was sent a reminder to give notice of his last day in the apartment. I completed this electronically, following their link, the next day. On the last day my son took the key into the *** office at ****** Tech and they started to ask if he completed the exit notification, but stopped short and said, "Ok, you did, I see it here." Nothing else was said, so we headed home. Next, I get a notice saying I owe 1 month's rent plus a no-notice fee equal to ~$1,800! I explained the details, but to no avail. *** ended up saying they would settle for $1,000 plus a $25 transaction fee. *** is very unorganized, lack communication among their staff and with the housing, and have no regard for the students they serve. I sincerely wonder how they are in business.

  

  Business response

  09/30/2022

  We do apologize for this inconvienience. I have forwarded your complaint to our housing department and someone will be contacting you shortly to discuss this matter in order to come to a resolution. Thanks for bringing this to out attention.

• Initial Complaint

  09/12/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  To Whom it may concern,This letter is to inform you that I recently received a copy of my credit report that your company publishes and after reviewing it I found a number of items on the report that are inaccurate. The accounts in question are listed below. Please send me copies of the documents that you have in your files as of this date that you used to verify the accuracy of the accounts listed below. 09 COLLEGIATE HOUSING SERVICES ******** $401.00Under the Fair Credit Reporting Act, 15 U.S.C. ****g I have the right to demand that you disclose to me all of the documents that you have recorded and retained in your file at the time of this request concerning the accounts that you are reporting in my credit report. Please dont respond to my request by saying that these accounts have been verified. Send me copies of the documents that you have in your files that were used to verify them. If you do not have any documentation in your files to verify the accuracy of these disputed accounts then please delete them immediately as required under Section 611(a)(5)(A)(i). By publishing these inaccurate and unverified items on my credit report and distributing them to 3rd parties you are damaging my reputation and credit worthiness.

  

  Business response

  09/30/2022

  Thank you for reaching out to us. We have passed this information on to the respective departments to reach out to you accordingly.

*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. ↩