Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
06/19/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
On 9 April 2024 I vacated apt 521 at Windsor ****************. As of today 19 June 2024 no notice has been provided as to why the deposit paid for this apartment which had an active German cockroach infestation upon move-in has note been returned.Customer response
06/30/2024
I have not heard from the business in response to my complaint.Business response
07/01/2024
We are truly sorry to hear that your move-in experience did not meet your expectations. We strive to provide the best service possible and regret that you feel we fell short. Upon reviewing your original lease and lease renewal, we verified that there was no security deposit on file. We would be happy to provide you with copies of these documents for your review if you wish. It was a pleasure having you as a resident for the past two years, and we hope you are enjoying your new home.Initial Complaint
01/25/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I was interested in moving into the Windsor Kingstowne Apartment in **********, **, and applied to do so on 4 Jan ****. After I was approved for the application I was charged $500 for an "amenities fee." I believe they stated during phone conversations that the amenities fee was for the use of the common space at the establishment . I was not told that the fee was non refundable. I eventually elected not to move forward with my application and never stepped foot at the establishment, signed a lease, or used the amenities. I NEVER BECAME A TENANT. When I asked for a refund of the amenities fee, the manager refused to do so. I explained to them I was not likely to move into their establishment and they still refused to refund me the amenities fee. I asked for documentation that I signed that stated I agreed that the amenities fee is non-refundable, they cited the "Application Fee" paragraph of their background check form. Nothing within that section explicitly states I agreed that the amenities fee is non-refundable. I informed them of ** statutes that expressly state that an application fee is not to be more than $50; 55.1-1203(c) VA Statutes, and while they acknowledged the statute they still state they will not provide me a refund.Customer response
02/05/2024
I have not heard from the business in response to my complaint.Business response
02/06/2024
To whom it may concern:
*************** to the complaint #******** filed on 1/25/24 by ***************************** letter attached.
After reviewing Mr. ************ complaint we have made the decision to refund the $500 fee that he paid when applying for an apartment at our community Windsor Kingstowne.
We would like to point out that the applicant did sign our Resident Selection Criteria which states clearly that fees and deposits paid at application time are only refunded if an applicants application is rejected or an applicant was placed on a waitlist with us and cancelled their application from there. The applicant applied for an actual apartment on 1/2/24, and his application was approved and he was scheduled to move into the apartment on 1/17/24. We understand that he never visited the community himself but only applied online for the apartment home and therefore in good faith we are moving forward with the refund.
The signed Resident Selection Criteria is attached and below is a screenshot of the section regarding fees and deposits.
We have reached out to ************************** directly to confirm his current address so that a refund check can be send to him.
Please confirm receipt of this response and let us know if there is anything else needed from our end.
Sincerely,
*******************
*******************
Divisional Manager
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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.