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:07/01/2025

  Type:Service or Repair 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.

  Aspire Apollo should be ashamed of their business practices. I submitted an application recently and was contacted by a third party (**********). This vendor wanted access to banking information to include my log in and password. This was unsettling and I declined to provide this information. I was then asked to submit my most recent paystub which I did. However, another email came back asking for the same information again and it was provided. Your leasing agent Brelyn 06/29/2025 called and asked for two months worth of paystubs and two months of bank statements. I submitted the 6 paystubs and asked what information did they need from my bank statements. I needed to redact sensitive information. 06/30/2025 Brelyn emailed and stated your system was unable to screen the paystubs as valid and flagged my application for inconsistencies. I've asked numerous times for proof of such inconsistencies. I also didn't like the fact that Aspire Apollo is implying my paystubs aren't legitimate. However, how else should I perceive this if you are saying they are invalid. I spoke with your vendor ********** and they stated everything was successful. At this time I don't know who to believe. After going through this process I contacted Brelyn this morning and explained this can be seen as a fair housing violation and possible discrimination. Aspire Apollo is either mishandling the review process, misinformed, or making biased decisions. I asked Aspire Apollo to just send my application fees back which was a total of $525.00. After requesting this information, Aspire Apollo immediately sent a adverse action letter and denied my application which is a violation of the Fair Housing Credit Reporting Act. I respectfully request Aspire Apollo to request my record to reflect this was a voluntary withdrawal and not a denial. The application was no longer being considered any further. Requesting access to an applicants banking account log in information is also against the law.

  Business Response

  Date: 07/02/2025

  Please be advised that our Leasing Team followed the proper protocol as the application submitted by Ms. ***** was flagged for inconsistencies on their paystubs per the third party screening system we use called Screening Works.  The team asked Ms. ***** to verify payment information thru paystubs and bank statements to ensure accuracy since the system flagged the paystubs with inconsistencies we need to ensure all matches and that there are no fraudulent documents being submitted.  

  An update was made to the account reflecting the cancellation of the application (attached) and in addition the site will refund the total $525.00 that was paid for the application and holding fee.

   

  Customer Answer

  Date: 07/02/2025

   
  Complaint: 23543291
  
  I am rejecting this response because: I have never received any application or screening from a vendor called Screening works. The vendor that contacted me was **********. Please explain why there are so many inconsistencies from Aspire Apollo in responses. I spoke with the vendor ********** and was emailed a response that my paystubs were successfully uploaded. I'm asking for the 4th time to provide a copy of my screening reports from NovaCredit and Screenworks. This is very concerning there is another third party that screened my application. However, I was not denied. I specifically asked to redact sensitive information from my bank account statements and was told by Aspire Apollo they would automatically deny my application if I did so. Aspire Apollo's credit vendor wanted access to my bank account information to include my log in details and password which I denied. Aspire Apollo was provided an additional 2 months worth of paystubs. The problem with Aspire Apollo screening process is the vendor never stated any such statements. I believe your leasing team is biased in screening and demand all documents relating to screening immediately as I believe not you are not telling the entire truth. The sad thing is I know other residents who live there and can attest this process was not used on other applicants. 
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 07/03/2025

  Screening Works is the name of the platform we use thru our management system and Nova Credit works in conjunction.  Attached is a copy of the information we received and why the additional documentation was requested.  

   

  We have changed the result of Denied to Cancelled per the request and that screenshot was sent back in the previous response.  

  Customer Answer

  Date: 07/07/2025

  Good morning,

  July 3rd I was emailed again by credit screening company that they did not state there were inconsistencies with my application or paystubs being valid. So I need to know now did Aspire Apollo use to different credit vendors and only notifying applicants of one? Why is there a discrepancy in responses from the credit screening company and the leasing office?

  Customer Answer

  Date: 07/07/2025

  Good morning,

  July 3rd I was emailed again by credit screening company that they did not state there were inconsistencies with my application or paystubs being valid. So I need to know now did Aspire Apollo use to different credit vendors and only notifying applicants of one? Why is there a discrepancy in responses from the credit screening company and the leasing office?

  Customer Answer

  Date: 07/07/2025

  Good morning,

  July 3rd I was emailed again by credit screening company that they did not state there were inconsistencies with my application or paystubs being valid. So I need to know now did Aspire Apollo use to different credit vendors and only notifying applicants of one? Why is there a discrepancy in responses from the credit screening company and the leasing office?

  Business Response

  Date: 07/10/2025

  Nova Credit and Screening Works are a part of the platform used by **** to screen all applicants.  Please see the attached link regarding how the systems work together when we review applications.  Again, our team asked for additional verification due to the message that was provided in the attached screenshot that stated "Paystub could not be authenticated, inconsistencies found".  

   

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

   

• Initial Complaint

  Date:06/09/2025

  Type:Service or Repair 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.

  I have been experiencing ongoing unsafe living conditions in my unit. This started in 2023, when there was an infestation of flies that took weeks to resolve as the balcony door was not properly sealed during construction.Most recently is a plumbing issue of the master bathroom in which another units feces/poop/waste is coming up from the shower drain and leaving a standstill clog. Obviously this has been very unsettling and upsetting. Maintenance has come several times for these ongoing issues but it has not been permanently resolved! At this point my unit is unsafe and a biohazard.

  Business Response

  Date: 06/13/2025

  Dear Ms. ****************** you for bringing your concerns to our attention regarding the conditions in your unit. We understand how unsettling and frustrating these experiences have been, and we want to assure you that your health, safety, and comfort remain a top priority for our team.
  

  In response to the recent plumbing issue you reported, we can confirm that our maintenance technician was on site on Sunday, June 8, 2025, and addressed the matter. The technician performed the necessary work to clear the clog and sanitize the area. At this time, the issue has been resolved, and there is no further evidence of backup or waste infiltration.

  Please be assured that we take sanitation and resident safety seriously, and we will continue to monitor your unit closely to ensure no further complications arise. Should you notice any recurrence or have any additional concerns, do not hesitate to reach out to the leasing office or submit a maintenance request immediately.

  We appreciate your patience and cooperation as we work to maintain a safe and healthy living environment for all residents.

  Bristol Court Apartments

• Initial Complaint

  Date:06/09/2025

  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.

  My issues is that **** Properties is refusing to give me my $300 security deposit. They claim the two (2) recent owners didnt show in their record my security deposit. Since reside there it has been three properties owners. I gave the security deposit to ***************************, and then **************** now is *******************. I informed Ms. ******* the property manager and assistant management refused to applied on the Final Bill. I even informed them that Ive proof that we pay $300. I notified corporate office several times and no prevail. I lived at this high expense apartment for 6 years and 7 months. In which only received a microwave recently and a dishwasher 2 years ago. I understand ******************* recently purchased this property a year ago. For them to charge me for the carpet for 6 years and 7 months is ridiculous. Instead of them replacing the carpet as requested several times over the years. The carpet was fixed several times for risings. Contractors came and nailed the carpet straight. Painter came several times to fixed the ceiling that has crack in the wall due to neighbor air conditioning. The contractor placed paint on the carpet recently when they resurfaced the tub over 6 years the master room. . The washing machine space big hole in the ceiling patch up since they couldnt fixed why the dryer wasnt working properly. For **** Properties to take advantage of an elderly women and others who live at Metroplace is a alright disgrace. I understand many residents are moving out and theyve trying to make a **** on good residents. Ms. ******* was fair releasing me from my lease which expired on June 20, 2025. I blame Ms. **** D. for charging me paint and carpet in which by Law you must used new paint for new tenants. My carpet wasnt new. They claimed that I smoke that why they charging. I want my security deposit refunding and no charge for Final Bill. Im stating this is wear and tear for over 6 years 7 months. Request for all ********** since 2018

  Business Response

  Date: 06/16/2025

  The complainant originally moved into the property under previous management. Upon reviewing all documentation transferred from the prior management, there is no record indicating that a security deposit was paid by the complainant. Furthermore, the most recent lease agreement signed by the complainant clearly states a security deposit amount of $0.00.
  To date, the complainant has not provided any receipts, bank records, or other forms of proof to substantiate their claim of having paid a security deposit.
  As a gesture of goodwill, we have waived the cost of carpet replacement and have reduced the outstanding move-out balance. Attached to this correspondence are the updated Move-Out Statement and the Lease Agreement, both of which confirm that the security deposit on record is $0.00.

  Customer Answer

  Date: 06/17/2025

   
  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.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:05/30/2025

  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.

  I submitted a $500 security deposit as well as an $25 application for an apartment at the property Allure Apollo, located at *****************************************, On May 6, 2025. From day one, there was zero communication from the leasing office, I tried calling the business multiple times, left messages, and received no response until I showed up in person. When I got there I was told that the lead leasing office individual was out and that they would follow up with me in the morning at 9 A.M. I never received that call at 9 A.M. and tried to call myself to no avail initially. So I had to track down other potential numbers to get in touch with someone and finally got someone on the phone. I was concerned about the status of my application as no update had been given and in return I was spoken to in a rude tone over the phone with the lady telling me that she doesn't know what other apartments do but over here they have a process etc. All I wanted was a status update. Fast forward to Thursday May 8th, 2025 I decided to cancel my application and chose a new place of residence, and since I never signed a lease or even got to see the apartment I was applying to, I asked for my security deposit back via email. I was told "Hello ****** Okay you will receive your deposit back via check. Be mindful that it can take up to 6 weeks." This was odd especially because I submitted the payment electronically, so why would it need to be mailed and why would it in fact take up to 6 weeks? I said that is fine thank you and left it at that. Well now it has been 3 weeks and I have still not received my security deposit back or any update on the status of them sending me this check in the mail. I left an email today for an update and of course got no response. I also called and couldn't reach anyone until I found a number not listed on their website, and was told that the lead leasing agent was dealing with someone and would reach out shortly. I Never got a response.

  Business Response

  Date: 06/08/2025

  Malik

  Thank you for your message and I apologize for any inconvenience you have incurred and I am sorry for the miscommunication from our team in not responding to you sooner.  I can confirm that the refund check #**** in the amount of $500 was in fact sent to the address we have on file at ******************************************* on May 23, 2025.  Attached is a copy of the check to view for your records.  Can you please confirm if that check has been received?

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

  Regional Portfolio Manager

  Murn Management

• Initial Complaint

  Date:05/30/2025

  Type:Order 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 am a resident of ************** Apartments and am submitting this complaint regarding a fee that has been charged to me but is not listed in the lease agreement.We are in the process of terminating our lease early and fully intend to comply with the lease terms, including providing the required 60 days written notice. However, while the Early Termination Addendum does not specify an early termination fee (either as a flat amount or as a multiple of rent), we have been charged for one. The lease agreement does reference a fee, however in all locations where it is mentioned, the line item is blank, indicating to us, that there is no additional fee, and that the other listed items are sufficient (e.g., 60 days notice and rent during that time). This is not the first time we have encountered poor communication from property management. In a recent unrelated matter, we were told we were in violation of certain rules supposedly outlined in the lease. When we asked for documentation, the property manager was unable to produce the relevant lease clause or any email communication and eventually cited "discretion" as the justification. This pattern of vague and inconsistent enforcement of policies is concerning.

  Business Response

  Date: 05/30/2025

  ******, Your lease agreement is dated from March 25, 2025 thru March 24, 2026.  Per page 25, paragraph 8-8.

  TERMINATION. Tenant may terminate the lease on 60 days written notice to Landlord because of:
  a. An involuntary change of employment to a location that adds 50 miles or more to the Tenant's commute,
  to include written confirmation from the employer of the relocation and that the relocation is not paid for
  by their employer;
  b. Involuntary unemployment of a wage earner whose income was used to qualify for the Lease, which is
  confirmed by certification of the former employer or documentation from a government agency
  providing unemployment benefits;
  c. The death of a wage earner whose income was used to qualify for the Lease, which is confirmed by a
  certificate of death; or
  d. A medical certification in accordance with section 8-212.2 of the Real Property Article of the ********
  Code.
  Tenant is liable for a reasonable termination charge not to exceed two month's rent or actual damages sustained
  by Landlord, whichever is less.

  Brompton House charges a fee equivalent to one month rent in exchange for terminating the lease prior to its expiration on March 24, 2026.  If you choose that you do not want to pay the termination fee then you do have the option of continuing to occupy the home thru the end of the lease agreement or by vacating and remaining rent responsible until the home has been re-rented, whichever comes first.

  Customer Answer

  Date: 06/02/2025

   
  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.While I still hold that the language in the addendum is unclear (specifically that the lack of a specified fee amount is not transparent), I accept that this wording does indicate that a fee is required. I appreciate the quick response and alternatives offered. 
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 06/02/2025

  ******

  Thank you so much.  This information has been forwarded to the Property Manager, ****** *******.  Please feel free to contact ****** and her team regarding the next steps if you choose to terminate the lease early.

  Thank you once again for your cooperation.

• Initial Complaint

  Date:05/12/2025

  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.

  I am filing a complaint regarding a rental history issue with Woodmore Apartments, managed by Murn Management. Between February 2024 and August 2024, I was actively trying to establish a payment plan with management. During this time, communication lapsed as I was focused on securing continual medical care and stability for my daughter. Despite my efforts to work something out, a judgment was filed against me. This has negatively affected my rental history and credit, and it is now making it difficult for me to get approved for new housing. Further complicating and threatening the livelihood and stability of my family during an already stressful time. I am requesting that Murn Management LLC reconsider the circumstances and take steps to remove or reverse the judgment and correct my rental history.

  Business Response

  Date: 05/15/2025

  Thank you for the opportunity to respond to the complaint submitted by Ms. ********** We appreciate the role of the Better Business Bureau in facilitating communication and resolution between businesses and consumers.

  Ms. ********* entered into a lease agreement and took possession of her apartment on January 19, 2024. During the course of her residency, only two rental payments were received. As a result of the delinquent payment history, our management team sent written bi-weekly delinquent notices, and the local court system also issued formal notifications regarding non-payment and associated legal proceedings.

  
  Unfortunately, Ms. ********* did not respond to our notices, failed to appear in court, and did not contact our leasing office to discuss her account or arrange a payment plan. No payments were made toward her outstanding balance after February 2024.
  When she vacated the apartment on May 28, 2024, her account reflected a past due balance of $9,023.24. Due to the significant amount owed and the lack of response, the account was referred to our collections department in accordance with our standard policies and lease agreement terms.

  
  We understand that financial challenges can arise and remain open to discussing a resolution if Ms. ********* would like to contact our collections team to make arrangements or request further clarification.
  

• Initial Complaint

  Date:04/22/2025

  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.

  My move out date from ************* was 2/9/2025. I was verbally given the prorated rent amount by **** *******, property manager. I paid the prorated amount on 2/5/2025. Later, upon receiving my security deposit, I noticed it was less than expected. The online payment system had applied a late fee of $170 based on the total months rent. I didn't pay late nor dis I live in the apartment during the entire month of Feb. I sent several emails to the leasing office with no answer. I went back to the office and was told by an employee that my message would be relayed to ****, who still didn't respond to my email or follow up with me. 7 emails later, after threatening to speak with their corporate office, I received the following response on Apr 9, from ****: "Ill need to reach out to Accounting to have them look into this, as the check has already been processed. At this point, the system does not allow me to make edits to the final account statement on my end.Ill follow up with Accounting today and will aim to have an update for you by tomorrow." It is now Apr 22, and I still have not heard anything regarding the disputed charge. I don't understand why it's so hard to get a response from this office for a legitimate reason.

  Business Response

  Date: 04/22/2025

  Thank you for your continued patience we sincerely apologize for the delays and lack of communication you have experienced.
  
  After reviewing your account and the details of your move-out, we have confirmed that you were incorrectly charged a late fee in the amount of $121.70.  We are in the process now of making the adjustment to the account and will have the $121.70 refunded back to you via overnight mail to avoid any further delays.  Before doing so, can you please confirm the correct address the check should be sent to avoid further delay?
  
  We truly value your residency at ************* and regret that we have not met your expectations. If there is anything further we can assist you with please feel free to reach out to our ************** directly.

  Customer Answer

  Date: 04/22/2025

   
  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.

  I've provided my address as the company has requested: *************************** 20735

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

• Initial Complaint

  Date:04/22/2025

  Type:Order 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 recently applied to become a resident at the Villages at *****************************. The leasing agent ******* understood my dilemma of needing to move into a nice and responsibly priced home. I asked questions of all that was needed, I called, and emailed conformation, dates, and all based on our calls. It's very hard to get someone to respond back to you... AFTER I signed the lease she called and stated that the manager approved me to move in the week before. I set everything into motion to move. A few days before my walk through she said I couldn't move in leaving me stuck without a place. She said she would work something out and call me back, she never called me back. 2 days after I spoke to her, the leasing manager called and pretty much told me there was nothing they could do for me. Had they giving me more notice, I could have made other arrangements for myself or selected another unit with time enough to move my utilities and mail. I was told that they're human as if that was supposed to help me with a place to live. I'm not at all comfortable with moving to this property and now have to find another place to live. I can't afford those other units they have. I want out of the lease. I haven't moved in. This has cost me fees for a storage unit, additional moving cost and hotel stay. I have all emails where im asking about the date and confirming details. They ignore and play games. Something has to be done about how this company does business... I'm not at all comfortable about living at a place where they treat people this way. I need out of the lease

  Customer Answer

  Date: 04/22/2025

  Update: Still no response even for my original move in date and details for my move on April 30th. Thankfully I have been able to avoid the fees I thought I would have due to not being able to move by the promised date of April 23rd. I'm waiting to see if the unit I have leased will be ready and fully functional. I have an email to view the unit on April 25th. We will see... the people that work there are human and honestly nice but the way they handled this situation needs work. Better communication and compassion. With having signed a lease I pray there's no retaliation against me for complaining and that my year turns out positive. At this point this is just for informational purposes for the management company to do better. I will document it all and share if things don't turn around or if there's anything targeted towards me.
  

  Business Response

  Date: 04/23/2025

  Ms. ******** is all set and scheduled to move into her unit on 4/25/2025. The General Manager has spoken with her via phone and followed up via email and she is happy.

  Customer Answer

  Date: 04/23/2025

   
  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.The GM was kind and fast with getting everything done. I'm looking forward to moving into the community again. The lack of communication was an isolated issue and I now understand. Thank you for getting on this.
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:04/07/2025

  Type:Order 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.

  I applied for a unit at ********* in ********, ** using an housing voucher, and received my approval on 2/27/25. My scheduled move in was for 3/29/25. I paid my deposit and assumed that it would be a smooth transition. My family was doing an interstate move and paid movers and truck, only to be emailed at 5:30pm 3/27 to state that the unit wasnt ready, and cancel my inspection. This left my family homeless, with a truck full of our belongings. I emailed back but did not get a response. When I called the property to ask why they only stated that it wasnt ready and sorry for the oversight. I had to cancel movers, pay for hotels, delay my employment, could not enroll my children into school, and needed to find a place to store my truck to avoid having to pay for movers 3 times in ********. The leasing agent would not allow me to park my truck at the property, so I had to pay to store it elsewhere. I then had to drive to family in ** in order to prevent my children from having to stay in the shelter, since we could not take possession of the apartment, and as a family with limited income, could no longer afford a hotel. We are still awaiting possession today, 4/7/2025.

  Business Response

  Date: 04/14/2025

  Dear Ms. ********************** you for reaching out and sharing your experience. First and foremost, we would like to sincerely apologize for the inconvenience and stress this situation has caused you and your family.

  We understand how difficult and disruptive this has been, especially with the challenges of relocating across state lines can be challenging.

  We want to clarify that the delay in your scheduled move-in was due to a change in the inspection date by the ******************************* and as a community that works in compliance with housing voucher programs, we are not permitted to allow move-ins until the unit has successfully passed the required inspection. Unfortunately, this change was made by the ***************** and was not within our control.

  We also want to reiterate that it was explained during the leasing process that a move-in could not occur until the inspection had been completed and the unit had been approved. We understand how frustrating it must have been to receive such late notice, and we truly regret the timing of the communication and the impact it had on your moving plans.

  Regarding the moving truck, please note that The Brook does not allow the parking of large vehicles on the premises. This policy is in place to ensure the safety and accessibility of our community.

  We are committed to assisting you in any way we can to ensure a smoother process moving forward. Please do not hesitate to reach out directly if theres anything we can do to support you during this transition.

  Again, we and appreciate your patience and understanding.

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

• Initial Complaint

  Date:01/24/2025

  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.

  I applied for an apartment with **** at **********, a community located in *********, **, managed by Murn Management. My application was approved; however, due to a significant change in my family circumstances, I was unable to move in. At the time of my application, I paid a $250 fee, which was supposed to be *********** mid-October, I contacted the property and spoke with ******* *******, who confirmed that the refund check had been mailed. However, he informed me that my apartment number was mistakenly left off the envelope. I explained that this would prevent delivery, as the post office would be unable to properly route the mail. ******* assured me that he would speak with the property manager to cancel the original check and issue a new one.Despite my follow-up during the second week of November, I had still not received the refund. I was informed that someone would return my call, but that did not happen. On November 29, 2024, I reached out again, updated my address, and was told the property manager would handle it. Since then, I have spoken with two different leasing professionals between December 7th and now, both of whom have repeatedly stated that the property manager is aware and will follow up. However, four months have passed, and I have yet to receive my refund.I also left a message with the corporate office nearly two weeks ago and have yet to receive a response. The ongoing lack of communication and failure to resolve this issue demonstrate extremely poor customer service and financial responsibility.I kindly request immediate action on this matter and a clear timeline for the refund process. Your prompt attention would be greatly appreciated, as I believe four months is an unreasonable delay.Sincerely,

  Business Response

  Date: 01/24/2025

  Hello BBB-

  I have attached a copy of the original refund check #**** with the provided forwarding address on file - **********************************, mailed on 10/15/2024.

  Attached is the replacement check #**** with the updated forwarding address provided by *. ******, ***************************************, mailed on 1/13/2025

  Attached is a copy of the original submitted online application for *. ******, showing mailing address **********************************, received on 10/12/2024

  Lastly, attached is a copy of the complete ledger showing all posted activity on *. ******** account

  Thank you-

  ***** ****

  Property Manager