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:09/06/2023

  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.

  On or around 8/15/2023 I applied for an apartment unit at River Ranch Apartments. Around 8/29/2023 I called the apartment office, spoke with ******** and asked "What is needed to pick up my key to the apartment unit?" I was told I had to pay the deposit, rent, renters insurance and put the utilities in my name. By the morning of 9/1/2023 all of the above was completed. On 9/1/2023 at 4:30 pm I was called and told I did not get approved. *****, the manager, stated that I was not supposed to pay anything until I was approved but I was never told that. Now I am told that my "refund" will have to be approved by corporate and a check mailed, which will take a minimum of 2 weeks. I am out almost $1600 and need a place to live by tomorrow as my current apartment time is up. I have called several times to get the owners or *****'s supervisors information but have not been able to get a hold of anyone.The reason for the refusal is an old utility payment which will not hinder getting utilities in my name as I had already scheduled that service.

  Business Response

  Date: 09/13/2023

  Hello *********************. Thank you for expressing your concerns and experience with River Ranch Apartments.  We regret to hear that your experience with us did not meet your expectations.  Customer satisfaction and timely manner responses are our top priority and we are truly sorry that wasnt the case. As a standard procedure, we inform all applicants of the monies, that need to be paid and the required documentation needed by the move in date, we do ask for the deposit to be paid in advance so we can hold the apartment off the market while processing the application and doing all the necessary verifications. We have spoken to the office team on-site and have ensured clear instructions are provided to applicants moving forward.  In you case, the expected move in date was September 1, 2023, and we have 30 days to return any deposits or monies due.  Your account was closed, and the refund was processed on time and have mailed the refund due to the address in file. We apologize for any inconvenience this may have caused.