Complaints

• Initial Complaint

  07/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On the date of July 12, 2022 I went to the Ashton Park apartment complex in Grand Prairie, Tx to tour the property and possibly do an application to be an resident. I filled out an application online, afterwards a leasing representative told me that before my application could be processed I would have to pay a total of $50 in the form of a cashiers check. I then left and went to the back to get the cashiers check and then returned to give it to them. After I returned with the check I then left to handle other business matters and received a call from Ashton Park stating that I needed to pay another $100 for a total of $150 in order for them to process the application. I stated to the leasing representative over the phone that I wouldn't be able to bring the remaining $100 until the following Monday which was my next scheduled off day. I received a call July 15 informing me of my denial to rent an apartment. I called the apartment complex on July 20 informing them of me coming to get my refund after my application had been declined and in which this certain circumstance I am owed an refund. Nina the leasing consultant or manager told me my money wasn't refundable. I asked to speak with the manager and she states to me that in order for them to process my application I had to pay a non-refundable amount of $150. I stated that I am owed a refund and that if the total amount of $150 must be paid before my application was processed then why did they process it when I had only paid $50 dollars. I was given no explanation and was told I'm still unable to get my refund of $50. Ashton Park apartments not only did they not follow their guidelines set for applicants but also refused me a refund.

  Business response

  09/28/2022

  Business Response /* (1000, 7, 2022/08/11) */ Even though the letter is dated the 22nd of July and needed a response by August 5th I just received this in the mail. In response to this claim it clearly states on all applications that they sign that the application fee is non-refundable. We received several threatening phone calls from this prospect after he was not approved due to previous circumstances on his part and when he demanded a refund we informed him of the application he signed stating application/administration fees were not refundable and we would not be refunding the application fee. Consumer Response /* (3000, 9, 2022/08/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) Just like the late response to my complaint they were unprofessional with the matter of my application or refund. Threatening phone calls are false. The facts remain that Ashton Park apartments didn't even follow their on procedures with processing my applications so I therefore deserve a refund. Business Response /* (4000, 11, 2022/08/15) */ As stated before no application and/or administration fees are refundable as stated on the application.

*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. ↩