ComplaintsforMission Rock San Rafael

• Initial Complaint

  02/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Dear BBB Team, In October of 2023, my husband and I viewed a unit at "Glenwood Apts" on ***** Street in San Rafael. Mica Deconter from Mission ************ kindly showed it to us. It was too small for our needs, therefore we decided not to opt for it. Unfortunately, I am being harassed for a payment of $59 by Mission Rock. They claim this payment is for a deposit for the above mentioned property. I do not understand the reasoning behind this charge, since we never filled-out any application...The emails asking me to pay, have been coming in on these dates; January 5th, 12th, 21st, 29th, with the latest one being today February 5th. On Monday January 22nd, I spoke to ***** at Mission Rock. She agreed the charge should never have been initiated,and confirmed i never submitted any application. She then gave me the manager's email address, so that I could write to her with my predicament. The manager's name is *************************. I proceeded to write to her on that same Monday, January 22nd, but I have heard nothing on her part. Last Monday, January 29th, I called Mission Rock once again and this time spoke to *******. She realised the pending charge of $59 was still erroneously on my file, and reassured me it would be removed. The charge is still there, despite my numerous efforts to have Mission Rock remove it. Never in my adult life have I received a charge for viewing an occupancy.I am very tired of being harassed for these fraudulent charges. I do not know what else to do, or who to speak to at this point. It is very frustrating indeed!! Please kindly let me know if you require any additional information. Sincerely, ***************************************

  Business response

  02/20/2024

  Hello Better Business Bureau,

  I am writing to address the complaint filed by ******************************************* regarding a payment dispute for the Glenwood Aptartments on ***** Street in San Rafael.

  After conducting a thorough investigation into ****************************** concerns, I can confirm that this matter was indeed a clerical error on our part. ************************** did not submit an application for the property, and therefore, the $59 charge for a deposit was incorrectly initiated as a clerical error when attempting to invite ************************* to apply for an apartment. 

  I personally spoke with ************************** today, February 20th and I assured her that this issue has been rectified. I have taken immediate action to credit the $59 charge, and I have sent her a confirmation of her zero balance via email.

  I sincerely apologize for any inconvenience and frustration this situation may have caused **************************. We understand the importance of providing a seamless and respectful experience for all our prospective residents, and we regret that this error occurred.

  Please rest assured that we have implemented additional measures to prevent similar issues in the future. We appreciate ****************************** patience and understanding throughout this process.

  
  If there are any further inquiries or if additional information is required, please do not hesitate to contact me directly. We are committed to ensuring the satisfaction of our prospective residents and appreciate your assistance in facilitating the resolution of this matter.

  Thank you for your time and attention to this issue.

  
  Sincerely,

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

  Regional Manager

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

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

  Customer response

  02/26/2024

  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.
  

  That said, I would like to add this ongoing harassment on behalf of Mission Rock for monies I never owed, has taken a toll on my physical health. Despite my numerous attempts to resolve the issue without having to resort to the professional and highly efficient BBB, Mission Rock have acted unprofessionally, indifferent towards my communications, rude, and utterly incompetent.

  They are a company that is NOT TO BE TRUSTED, because they operate in a crooked way to obtain money out of innocent people like myself. 
  

  I am forever grateful to the BBB bureau for helping, when I had lost all hope. 
  
  Sincerely :)  
  
  ***************************************

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