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:07/29/2024

  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 applied for an apartment online and was charged a $50 application fee on July 7 2024 I didnt hear a response from the leasing agents for several days instead they waited 4 days to send an email requesting that I get a cosignor and pay another $50 application fee I emailed them back that this is a scam and that they are engaging in fraud and elder abuse Ive never had to have a cosignor in 40 years their response was your application is denied since I wont cooperate they kept the initial $50 these are serious thugs running an application fee scam I see this has been reported to the BBB by other prior applicants as well Infact I received no rent and no deposit at the apartment I just applied for for as evidence I dont need a cosignor

  Business Response

  Date: 08/08/2024

  When you apply on the website it states the application is non refundable. We use a third party company Transunion. Every application goes through the same process.

• Initial Complaint

  Date:06/14/2024

  Type:Billing 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.

  Our rent is due before the 6th of every month. We submitted a one time payment to the rental office on June 3. We kept checking to see if the rent money came out and it didnt. The date of June 6 was approaching and we did not want to pay late fees. I checked with the rental office and they said that our balance showed zero for the rent. I told the office that the money is still sitting in our account. I went into the rental office to asked if there was any other way we can pay the rent and I was given information for RapidCash along with the account numbers we needed to submit for payment. When we submitted it RapidCash they told me that the amount was wrong and so I called the rental office and told them that RapidCash is saying the amount is wrong. I was told that the only way we could pay rent was through a cashiers check and that it would be an additional $10.00 (which I complained about). We took the money out of our bank and put a stop pay on the $1,712 that we submitted as a one time pay. I told the office what we did and gave them a cashiers check for $1,712 minus the $10.00 on June 5. They still submitted the one time pay of $1,712 on June 6 that we told them we put a stop pay on and told us we owe an additional $40.00 for NSF to them even though they had our rent on June 5 for $1,712.

• Initial Complaint

  Date:09/28/2023

  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 moved into this apartment at Vintage at the Lakes this past May 2023. I don't smoke, I'm pretty active playing basketball and have not had respiratory issues until recently. I first noticed a leak on 9/7/23 coming from a pipe underneath my garbage disposal and maintenance came and said the condensation was leaking thru from my AC. Didn't think anything of it. They came and blew air thru the pipe and left. I sent in tickets two more times after that because it was still leaking. I finally took a look at the unit when maintenance had it open and took pix that are attached below of the filter and coils and drip pan. Needless to say these probably have not been cleaned since these were built, 30 years ago. I emailed our leasing office a couple times and walked up to the front to speak and show the leasing office my pictures and I have still yet to hear a response. It is hot in ***** and I turn my AC unit on and everytime I have a reaction and have a hard time catching my breath inside. I've requested for them to come clean the coils and they said the coil cleaner is being ordered. That was on 9/18. I asked if I should call a professional to have them come out and clean and no response. I've contacted the **** Apt Homes corporate email and have not responded. Not sure what else I can do and I don't feel like I should put up my own money to have this unit maintained. Hopefully a new AC unit can be put in or even just cleaned professionally. If you could help me and my lungs out it'd be greatly appreciated.

  Business Response

  Date: 10/12/2023

  Hello,

  I am the new assistant manager at Vintage at The Lakes. I spoke to resident the day we had a vendor come out to "clean coils" to the a/c unit in her apartment. There was no clear understanding on what exactly she wanted done. After our conversation and photos, she submitted, I explained that there is only so much we are able to clean. Its a functioning a/c system with circling air and dust. I had our maintenance tech clean out the condensation pan along with another pass at the coils. I also noticed the resident had taken off a panel that only licensed vendor is able to remove as this is the electrical part of the a/c unit. I suggested she not remove it. That is what the air filter is designed for. I also suggested she purchase a high-grade air filter since the one we provide is a basic filter. She was satisfied with all we did to rectify her issue. Work order was closed upon phone call to resident confirming satisfaction. 

• Initial Complaint

  Date:08/17/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 July 5th, 2023, I moved out of my apartment number **** at Vintage At The Lakes in *********, **, and paid by cashiers check $1055 prorated rent for July, 2023. I am a company truck driver and had $1588 in credit for their online rent payment system just in case my company was not able to get me home on time to pay for July rent and paid $1588 online for July rent. I was told by the office that I would be mailed a refund check for $1588 from corporate which I should receive within 30 days. Over 30 days later when I called the office to report that I never received the refund check in the mail the only information they could give me was that it was processed on July 22nd and I should have received the check in the mail by now.

• Initial Complaint

  Date:11/17/2022

  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.

  When I signed up on the apartment web site I was asked to add a credit card, then I was asked to add a bank account and verify the bank account which I did. I sat up my auto payment every month on the second. Then I found out that the company charged me $39 credit card fee although they charged my personal bank account. I did not have any preference on their web page to choose, I just followed what it says. I tried so many times to solve the issue with the manager but she told me they could do nothing. I asked for their corporate phone number and called several times and left voice messages to ***** but she did not care to call back. I was also charged $50 more for filling a dispute of charge with my bank. I found this as a rip off and misleading tenants. I know a lot of people that complained of extra charges every month.There is nothing on the lease regarding extra charges of dispute the the manager was trying to prove. It was $40 fee for returned checks which does not apply in my case. I am asking for a refund of both charges and to be removed of my account. Attached please find a snap shot of my checking account of charges withdrawn from it. This is not a credit card account.

  Business Response

  Date: 11/17/2022

  Resident ********************* entered his bank account information such as the Account number & Routing number to be verified through our resident portal on 09.15.22 at 8:45pm, I included a copy of the email/message that he receives where it explains that in order for his account to be verified a small cent deposit will be deposited into his account and it can take about 3 business days. On the same day 09.15.22 at 8:55pm he went ahead and set up automatic payments with his **** card information (Card numbers, expiration date & the *** number) showing that the payments will go through every 2nd day of the month. On October 2nd, 2022 the payment for the rent was processed through his automatic payment set up with his **** card, I included a copy of the residents ledger showing the payment being listed as Recurring Credit Card payment. On 10.04.22 at 2:08pm ***** came into the office to get assistance in setting up automatic payments with his bank account, I went ahead and included a copy of the email/message that he receives showing that he is setting up Automatic Payment with his bank account to begin on 10.05.22 to have the payment go through every 2nd of each month. We as well have every new resident sign a Payment addendum explaining the different options residents have to pay their rent, I went ahead and included a copy of this addendum showing that it explains a Convenience fee will be charged. You will see that the convenience fee states $35 but a convenience fee of $44.23 was charged as now the convenience fee varies depending on the amount being paid. I went ahead and honored the Payment addendum that he signed and credited back his account $9.23 to reflect only $35. As well I would like to add that a $50 fee is charged to anyone's account if a Dispute is filled, this is explained in every resident online portal, I went ahead and included a screen shot of the description.

  Customer Answer

  Date: 11/17/2022

   
  Complaint: 18414767
  
  I am rejecting this response from Vintage. If even there are to options of payment, why would they choose credit card to charge? 
  second, there is nothing on the lease that says there would be a charge for any dispute! Charges are only for returned checks.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 11/17/2022

  Unfortunately, we do not choose which account we pull the funds from for any payment. Which ever account the resident selects to submit any payment, that is where the funds will be processed from. 

  Customer Answer

  Date: 11/17/2022

   
  Complaint: 18414767
  
  I am rejecting this response because:

  The charge was taken from checking account NOT a credit card, so there is no need to charge credit card fee. Also, nothing written on the lease says there is a charge when you dispute charges. How do Vintage expect tenants to check everything on the lease and online on the same time they give a copy of the lease. They refused to print a copy on the same day I moved in. Per ******** they are not allowed to print the lease and only a digital copy can be emailed. I would think at least they go through the most important parts of the lease that they even have difficulty finding where dispute charges are themselves.

  I will take this to a higher level with HUB.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 11/30/2022

  As previously discussed the issue stems from how ********************* had his autopays set up. 
   
  On 9/15 he set up automatic payments on a **** ending in ****, as well as, he started the bank account verifying, then 10 minutes later set up the automatic payments on their Visa. 
   
  Then it looks like on 10/04 set up the bank account for auto payments. After the payment on 10/2 already went to their credit card. 
    
  They never went back into their account to switch which account the payment would be coming out of. 
  

  A Leasing Specialist is available to assist residents throughout any process and upon request. Residents are responsible for reviewing and fully understand their lease before signing.

  Once again you may want to contact your bank to see if they can provide you with any further confirmation on their side that shows you used your bank account/routing number to submit the payment.

  We would be happy to review. 
  

  Customer Answer

  Date: 12/01/2022

   
  Complaint: 18414767
  
  I am rejecting this response because it contradicts their first response on when setting both accounts. Again, the system asked me to put a credit card and I did. Then add a bank account and I did. They chose to charge my bank account and charge fee for credit card. The bottom line the money went out of a checking account NOT credit card, but why I was charged credit card fee and $50 for disputing the charges. Manager tried to find the dispute charges on the lease , but the was nothing stating that. Then I was told it was on the web site. How can I check 60 pages of lease and entire web site on the day I moved it bringing a truck full of furniture from another state. They did not even print the lease and per ******** they are not allowed to print the lease, only email.

  I would like to speak with someone at BBB please.
  Sincerely,
  
  *********************