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:22/07/2022

  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 am looking to have a cosignor removed from my lease. I sent an email back in December to begin the process. I was told the cost is $250 but they offered to do it for me for only $75. It struck me as odd to offer me a 'discount' of 4175 when I didn't ask for one. I had my cosignor call the rental office to ask for general info regarding the process of removing a cosignor, I was curious what price they would tell her. But they would not provide her with any information without knowing who\s lease it's for. When my cosignor said it's regarding my specific unit, the person she was speaking with on the phone said, 'Let me pull up her account and see what we told her.' Again, very fishy. The cost of this should be standardized, not on a case-by-case basis. I sent multiple asking for a breakdown of what this $250 fee covers, and where I can view the process. After countless ingorned emails, I recevied one back that said they offer longtime customers a price break sometimes. They also denied me seeing any breakdown of the process, what it covers etc. I was directed to speak with another person about the process and she took over a month to respond. i sent her several emails and she ignored them all, until she sent a lame messsage saying she was on vacation and she's busy and can't reply often. But there was never any out-of-office reply advising me that she would be away or directing me to conact someone else. They ignored me for about two months, and never gave a solid answer about anything. She said they don't have the process listed anywhere as the cost changes. All business have changing costs, but they all seem to manage updating their website. Furthermore, I used to deal with a differet staff memeber, Carly Rae, and I had spoken when heer several times over the years about taking off my cosignor, and she never mentioned any $250 fee. This whole thing seems shady and dishonest. They shouldn't have to look at my account to 'see what they told me.'

  Business Response

  Date: 25/07/2022

  There has been recent communication between the tenant and property manager, along with explanation of fees details of the requirements from the tenant on how to proceed with the application to remove a co-signor.  Once all documents and payment are received, look property management will process and assess the application. Note that the tenants continues to refer to a $250.00 charge,  we had reduce our fee to $75.00 which was mentioned in e-mail of May 27.  All should be ok moving forward.