Complaints

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• Initial Complaint

  Date:08/27/2023

  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 (and my 2 roommates) moved out of the lodges on 4/30/2023. I had my inspection, which went well, on 5/01/2023. On that day we were told our security deposit would be mailed within 30 days (as per Missouri tenant laws). After 30 days we had not received the deposit and reached out to which told us to wait a little longer, and reach out again if it did not come. We called again when it didn’t come and they said it must have been a mailing issue and they would reissue another check that would come by mail. Around the end of June we reached back out again as we still had not received the first or second check (we verified our new address several times) to which they said it was shown sent out on 6/19/2023 and for us to wait a little longer. After it yet again didn’t show up we tried calling the office NUMEROUS times (at least 6 or more times) but we’re told only the office manager could help us but she was sick, had family emergencies, etc. Each time they wrote down our number and said they would request it be fixed and she would reach out, to which she never did. Finally on August 14th we got ahold of her to which she said she “would look into it and give us an answer.”- she yet again NEVER responded. We went in at the beginning of last week and reiterated that it had been FOUR months since we moved out and would like the check ASAP- to which she stated it came from a third party and there was nothing she could do. We had also been told several times that they would re-enter the request to get our check, but another person we talked to after that said there were in fact no new requests and one needed to be put in. At this point, it’s been four months, there’s been NO communication, and I just want my security deposit back. Everytime we try to reach out they’re either unavailable due to some excuse or they tell us there’s nothing they can do but wait. If this isn’t resolved soon I will be seeking legal action.

  Business Response

  Date: 09/11/2023

  In response to the received complaint: Hailey Hudson was a past tenant at The Lodges at Rolla however, she never paid a security deposit.She is stating that she did not receive her security deposit back however she had not paid a security deposit to be refunded. The security deposit that was paid in her past unit was paid by a roommate. Once it was brought to my attention that he did not receive his deposit through the mail, the proper steps were taken to insure that the check was reissued and  mailed, this information was communicated. I did let the past tenant know that the checks do not come from my office but an outside office and that it was a process to re-issue an additional check. From my desk I was able to aid in the process of getting a new check reissued however, after all attemps to communicate through, calls, voicemails, text and emails, I was unable to reach the past tenant to let him know the check was in my office awaiting pick up. Just today he showed up to collect his check after seeing my last attempted email and he stated he no longer had that phone number which is why I was unable to reach him. 

  I have all documents showing the entrance of the return and the date it was mailed to the address that was provided by the past tenant, along with the replacement check information. I also have proof of the rejected text through our Appfolio system and the emails that were received but not responded to. 

  I hope this helps in resolving this matter.