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:10/02/2023

  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.

  My daughter, ******* *******, was a tenant at the Connection for the 2022/2023 school year. When she moved into the apartment, there was staining on the carpet, which she documented with date-stamped photos. Prior to move-out there was a pre-inspection done on her room, and the only item of concern expressed was for additional dusting. After she moved out, she received a bill for carper replacement. She has tried to contact the Connection to go over the dispute. The carpet was already previously stained, she did not cause additional damage, so therefore should not be responsible for the carpet replacement.
  
  When she calls, they say they can only work through email She has sent several emails trying to show them the photos and explaining that the staining was there prior to her moving in. They ask for date-stamped photos, which she has provided several times. When she provides the information they stop responding. She waits a few days and then starts the process again with no resolution. They have now sent a final bill with threats of sending the bill to collection,,
  
  She had proof the carpet was already damaged prior to her move-in.
  They are not professional as they repeatedly ask for the same information and then stop communication.
  They themselves did a pre-move-out inspection and made no mention of the carpet and said only additional dusting was necessary.
  
  We request a full refund of her deposit, and a letter stating that the contract is complete and no damage was done by the tenant.

  Customer Answer

  Date: 10/03/2023

  My daughter is 20 and I had to co-sign on the lease.  

  Business Response

  Date: 10/10/2023

  Hello,
  During the dispute process, we began working from the disputes that were sent first and then worked our way to the top. ******* was actively responding to her dispute which caused the thread of emails to keep getting pushed to the top and we were unaware that she had sent her first dispute early on in the process. We did actively respond to her dispute once we reached it. During the dispute, she sent in photos of one stain (attached) that was very difficult to see as it was mostly of the wall. We let her know that the staining was not mentioned on her move in form that residents are told to complete and required to turn in within 48 hours of moving in. After sending her the photos that we took upon her move out, it was clearly visible that there was additional staining than her first photo showed. She then sent in photos that were hard to see of other staining's however, you can see that she was already moved in and therefore, we are not able to rely on these photos as the stains could have been caused by ******* after she had moved in. Additionally, our major concern of the stains was the photo taken in the entry way showing heavy staining and there were no photos provided by ******* indicating that these were present upon her move in. 

  
  During our walk throughs, we do mention things that need to be done prior to moving out to avoid being charged. With carpets, it is not something that the resident is able to replace on their own and therefore they would not be able to fix this and not be charged. Additionally, we have no record that this was not mentioned during her walk through.

  
  At this time, this charge does remain as the proper documentation was not provided by the resident to prove the staining's were present upon her move in.