Complaints

• Initial Complaint

  01/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I applied for the ***** Mesa apartments in ***********, *****, a property of the housing company, the week before Thanksgiving and they told me they had everything they needed. It took over a month of consistent calling to get a call back regarding my application.When they Finally called back they said they needed more paperwork and three different times I had to fill out paperwork they forgot.Finally Monday I got the call saying I got the place and could move in the next Friday and sign the lease.The next day they called me saying they need more paperwork about child support that I do NOT receive. I filled It out and toured the apartment.The property manager even called in "your new home" then called the next day saying I couldn't move in because I make too much due to child support I WONT receive.I am upset because I am a single mom who was promised an apartment by multiple people and had it taken away based on an income I don't have.

  Business response

  01/24/2023

  I had an opportunity to review this complaint and through my investigation I learned that in the beginning the customer had the wrong phone number.  That is why she initially received no response from the manager at the property. Teton Mesa is a tax credit (LIHTC) property.  Due to government regulations that preside over this property, the process of qualifying an applicant involves a great deal of paperwork. The complaint stated that we are counting child support that she does not and will not receive.  However, more than one document the customer filled out indicated that she would receive support once she moved to a new place on her own. That is why we were required to count child support in her income qualification calculations. 

  The customer also indicated that she was promised a unit by multiple people.  I'm sorry if one of those was our manager.  Managers are instructed not to promise units until all of the income verifications are completed.  We will ensure that managers receive training in this are so it does not happen again. 

  The Housing Company has an appeal process.  If the customer would like to submit her appeal to the ***** office I will ensure it gets to the right person. The appeal can be sent to The Housing Company, **************************************************. If we cannot find a unit for her at Teton Mesa there may be opportunities at one of our other apartment complexes.  

  Customer response

  01/24/2023

   
  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.

  However, they told me initially that I couldn't appeal it and I never had the wrong number. I always had the right one.
  
  Sincerely,
  
  ***********************

*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. ↩