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:11/22/2023

  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.

  Dear ***/Ms I rented one room at The Standard at College Station property and the rent was $693/month from August 2022 to July 2023. In the first month, the manager of this company, ************************, asked me to pay a deposit of $880 and told me that they will return it when I leave. Starting from August2023, I kept asking the manager for my deposit, but they have never returned it to me till now. They have ignored my e-mail requests for several weeks. When I told them that I will report the case to the police, they replied and denied that I paid this deposit. I sent a confirmation that I paid the $880 from my bank statement and they replied by saying that they do not know why they charged me that money!! When I told them that I will file the case to the court, they fabricated a list of administration fee that is not in my rental contract and stopped replying to me for almost 2 months. I am the only tenant who did not receive his deposit as far as I know.I greatly appreciate if you can advise on this case and help to get my deposit back. I have all supporting documentations.Thank you for your help

  Business Response

  Date: 11/22/2023

  Hello, ******************,

  Thank you for your feedback. We've been working and corresponding with you closely via email and have responded to all of your questions and concerns regarding your final statement. Our community manager has provided you with your final statement as well as a copy of your full ledger at The Standard College Station. Your account has been fully reconciled and closed at this time, and as reflected on both documents, we did not receive a deposit payment on your account to be returned. If you have additional questions or concerns you can reach our office directly by phone at ************** or via email at ***************************************************************************** Thank you again!

  Customer Answer

  Date: 11/30/2023

  Complaint: 20903897
  
  I am rejecting this response because: I did not recive my deposit yet. I have attached a letter explaining what happened and I have all the  supporting documentation like my bank account statement. The Standard Apartment is just denaying that I paid  extra $ ********************************************************** addition to my rent of $693. I explain in my letter what heppen exactly that is not expected from well-educated people likes ************************, the manager at Standard Apartment College Station who is the person who took my $880 during signing my contract as detailed in my attached letter
  
  Regards,
  
  ****************-*******

  Business Response

  Date: 12/01/2023

  Hello again, ******************,

  As previously stated, we do not currently have a deposit on file to be returned to you. To discuss the further, please contact our office directly either by phone at ************** or via email at **************************************************************************** so that we can provide more detailed information. 

  Thank you!

  The Standard Office Management

  Customer Answer

  Date: 12/03/2023

  Complaint: 20903897
  
  I am rejecting this response because it did not sort out the problem or send my money back. In the last reply, The standard Apartment wants me to contact them by e-mail

  I keept contacting the Standard Apartment College Station for over 3 months (July-Sept 2023) without getting back my $880 that was paid on the top of my 12 month rent on 19 August 2023. Therefore, there is no point of contacting them again, as they requested in their last reply since they completely deny unlawfully holding this $880 that is well documented by my bank account. I just need to add more explanation to what happen from the Standard Apartment about this issue in my attached letter

  
  
  Regards,
  
  ************* El-*******

  Customer Answer

  Date: 12/04/2023

  Complaint: 20903897
  
  I am rejecting this response because it did not sort out the problem or send my money back. In the last reply, The standard Apartment wants me to contact them by e-mail

  I keept contacting the Standard Apartment College Station for over 3 months (July-Sept 2023) without getting back my $880 that was paid on the top of my 12 month rent on 19 August 2023. Therefore, there is no point of contacting them again, as they requested in their last reply since they completely deny unlawfully holding this $880 that is well documented by my bank account. I just need to add more explanation to what happen from the Standard Apartment about this issue in my attached letter

  
  

  
  
  Regards,
  
  ************* El-*******

  Business Response

  Date: 12/04/2023

  Good afternoon, ******************,

  We can provide more details and assist you best if you contact us directly. Please either call us at ************** or email us at **************************************************************************** so that we can resolve your concerns more promptly. Thank you and we look forward to speaking with you.

  Customer Answer

  Date: 12/05/2023

  Complaint: 20903897
  
  I am rejecting this response because:

  The most recent reply from Standard College Station (below) does not did anything. As I mentioned in my last reply. I wasted 3 months (July to Sept) contacting the Standard College Station without getting my money. I do not have any plan to contact them again since they just wasting my time.
  
  I sent a lot of detail to you about my case. The issue is simple. I paid all my monthly rents on time ($693/month) for 12 months by  cheque to the Standard Apartment College Station. The Standard Apartment has charged me an extra $880 on 19 August 2022 when signing my contract together with the first month rent. They told me that this extra $880 money is for my deposit which they are now denying.
  
  Whatever they call it, this extra $880 is confirmed by my both my bank account statement and ************************ e-mail, the manager at Standard College station who charged this money from my account on 19 August 2022 (************* confirmation e-mail  about  charging extra $880 was on 27 September 2023)
  
  Now my request is simple, since the Standard College Station has received their  12 month rent on full and on time, please return this extra $880 money that is not a part of my monthly rent and was unlawfully  taken from my bank account. It is really unlawful to take more money than rent from tenants.
  
  BTW. I paid all my utility bills that are separate from my rent on time for 12 months

  
  
  Regards,
  
  ************** El-*******

• Initial Complaint

  Date:11/02/2022

  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.

  Date of the transaction: September 6, 2022. The amount of money you paid the business: $96.00. What the business committed to provide you: An ethical end of lease move out for my son. What the nature of the dispute is: The business request for an Outstanding Balance of $624.00. Whether or not the business has tried to resolve the problem: No. Account/order/tracking number: Supporting documents uploaded. September 6, 2022 - As the Guarantor, I received The Standard at ***************'s Statement of charges dated Aug 04, 2022 and postmarked August 29, 2022 with an Outstanding Balance of $624.00.Supporting document: The Standard Move_Out_Statement.pdf September 20, 2022 - I mailed a letter to business disputing the charges.Supporting document: The Standard Move out dispute.pdf The total amount disputed by me is $528.00. Enclosed with the letter was a check in the amount of $96.00 for the Oven Clean (1/5), Fridge Clean (1/5) and Touch Paint (1/5) Damage Charges line items. September 26, 2022 - Business received my letter.Supporting document: Domestic Return Receipt Form.pdf Business has not replied to my letter dated September 20, 2022. Business continues to email about an Outstanding Balance of $624.00.Supporting document: Gmail - BALANCE PAST DUE_ The Standard @ ***************.pdf Supporting document: Gmail - 2nd BALANCE PAST DUE_ The Standard @ ***************.pdf Supporting document: Gmail - 3rd RESPONSE Re_ BALANCE PAST DUE_ The Standard @ ***************.pdf Supporting document: Gmail - 4TH RESPONSE Re_ BALANCE PAST DUE_ The Standard @***************.pdf Supporting document: Gmail - 5TH RESPONSE Re_ BALANCE PAST DUE_ The Standard @***************.pdf Business email states "If you have any questions regarding the balance due, please reply to this email and a member of our team will assist you." Business has not replied to my email.

  Business Response

  Date: 11/08/2022

  Hi *******,
  
  My apologies for the delay! Our community recently went through some staff changes and it has caused a delay in follow **** I was unable to see your original inquire but wanted to follow up and include photos of the damages from your student's apartment. All damage fees are highlighted in the move out form that was sent to you and your student prior to move out.
  
  If you have any more specific questions, please feel free to respond to me here and I will get back with you as soon as possible. 
  
  Thank you for your patience!
  
  Best,

   

  Standard TEam

  Customer Answer

  Date: 11/09/2022

  I'm wondering if the Business can locate the letter? 

  To exemplify why I am rejecting this response, my dispute letter disputes includes the following:

  2. Claim of damage: Sticky Tape (6FT)

  Amount: $330.00

  Reason for dispute:

  Per the Contract, Landlord shall provide Resident with a condition form the Condition Form at the time Resident moves into the Bedroom which Condition Form shall include an inventory of the Furnishings and note any defects or damages to the Bedroom and the Unit Common Areas.

  The Standard Manager on duty June 18, 2022, confirmed that pre-existing Damages to the bedroom walls in 918-D had been reported on the Condition Form.

  
  This clearly documents that Business is billing for pre-existing damages reported on the "Condition Form" at Move In. Why does the business think it is ethical to bill for pre-existing Damages to the bedroom walls in 918-D which had been reported on the Condition Form?

  In my experience, this Business has proven to be incompetent and freely admits to issues due to staff changes.

  Regards,
  
  ***************************

  Business Response

  Date: 11/14/2022

  Hi *******,
  
  I am following up on your email thread. I sent over an email to you last week and apologize if you didn't receive it. I have reviewed your move in condition form based on the charges posted to your account. I does appear that the fees listed in your statement are not related to the form completed as the majority is due to scuff type wall damage and sticky tape which was not listed in the form. They were also, do to cleaning needed in the apartment after move out. We do take those charges into account when completing move out inspections and charge backs.
  
  I have included the charge back final statement so that you can see the breakdown as well as the photos taken.
  
  Best,

   

  The Standard Team

  Customer Answer

  Date: 11/15/2022

  Complaint: 18338435
  
  I am rejecting this response because:
  
  

  *Business has not acknowledged reading my dispute letter.
  
  *Business is claiming damages other than what business is billing: damage to bedroom walls was reported at move-in. 

  * All dispute details can be found by reading the dispute letter.

  *A check for cleaning was included with the letter.

  
  Regards,
  
  ***************************