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Crestview Apartments Reviews (1)

Review: My partner and I applied for an apartment on Friday, 1/9/15. We made several attempts to communicate and get updates on the status of our application during the following week, but were ignored. When I called the next Friday, 1/16/15, I finally got [redacted] from the office on the phone. She apologized for the poor communication on their part and assured me we would be approved or denied by the following Monday or Tuesday (1.5 weeks after we originally applied).

Then [redacted] called me back about thirty minutes later, around 11 a.m. to inform me that "a note" was found on my background check that she needed more information about. The note did not reflect any crime, but they wanted more information about it anyway. I instead called the company who gave Crestview the report and they determined there was an error in their report. They agreed to correct the report and send me a copy as well as send a copy to Crestview, which they did immediately after my phone conversation. Even with this revised report and apologetic correction regarding the note on my record - not even an alleged crime, just a strange note that was put there by error - [redacted] at Crestview, the GM, told me I would be denied because of a lack of information regarding the error. I informed her than not only was the report corrected officially, and a new one submitted to Crestview that did not contain the strange note, but also that the original note that was placed in the report by error, and was not even reflective of a crime, let alone a crime for which someone would be denied an apartment.

At this point, [redacted], the GM at Crestview in Missoula became extremely rude with me. I was genuinely confused on what grounds I would be denied, given that there was no crime on my record, and now a fresh report to ensure that were true. She told me that if she could not deny me for my background check that she would deny me for my credit and income instead, even though my partner and I's combined income does meet the required amount for approval, and Crestview ([redacted]) left me a voice-mail confirming, that same morning, that we could be approved based on income and credit. When I asked [redacted] for her supervisor, to clear things up, she told me she had none. I asked how I could file a formal complaint and she said I could not. I asked if there was any way, what-so-ever, that I could file a complaint regarding my experience with Crestview and she said no. I asked her to please send in writing why exactly we were being denied, and she told me that "criminals are not a protected class and I don't have to send anything in writing." I consider this last comment explicit harassment and abuse. At this point I said thank you and hung up the phone and began searching for ways to address this error by Crestview, and specifically [redacted]. Clearly, there are many ways an unhappy consumer can complain, and she was lying to me in order to protect herself and Crestview. Also, I am not a criminal, and my criminal background check proves that, even to [redacted]. Yet for some reason she would not concede her rudeness; she treated me like I was a convicted murderer, despite having a clean criminal record submitted to her.Desired Settlement: I would like a letter of apology from [redacted] at Crestview Apartments in Missoula. I feel it is obviously unprofessional the way she handled my application and background check, and I would like a formal official apology in writing.

I would also like my and my partner's money back for the application fees we paid. We were told by [redacted] in the office when we submitted our applications and fees that Crestview staff only submits applications if they can see that the income level of the applicant is likely to be approved. That way, [redacted] explained, customers don't have to pay the fee if office staff can identify that the applicants will be denied based on income. We were told our income was adequate, so we submitted our fees of $75, only to be later told that our income was no longer adequate, knowing of course, that the real reason was to do with the dispute over the background check.

Business

Response:

First, I would like to apologize for my delay in response. Our office has been extremely short staffed due to illness. I do recall speaking with this applicant and discussing his application. He was not approved as he did not meet two of our three qualifying factors; income and credit. Additionally, the co-applicant did not qualify on her own so we could not add him as an additional occupant to the lease agreement. My staff is instructed to bring credit report items to my attention as we have strict policies in regards to credit and criminal history. As pulling the credit is the first step in processing an individuals application my staff brought this application to me right away .I stated I needed more information and [redacted] spoke with the applicant about the negative marks on his criminal background check he became very combative and said, “you better watch what you say to me” amongst other threats. Shortly after that conversation I received an email from the company we use to pull credit reports stating there was an error on his background check. I printed the email and placed it with his application. I reviewed their applications in full and determined that his application did not meet our qualifications in credit or income and the co-applicant did not qualify on her own in income. I was hoping it would be possible to have the co-applicant be the sole lease holder and he could be an additional occupant. This review led me to my final conclusion of denial as neither applicant qualified either together or on their own. Unfortunately, we are in a business that occasionally must relay bad news to others and I apologize to this applicant if he felt I handled this situation incorrectly. I will state that during my conversation with him he was very argumentative and I can understand his frustration of being denied however, I was interrupted several times which may have led him to feel as though I was being rude. I see a lot of my comments were taken out of context and I believe this is due to the fact that he continued to interrupt me and did not hear everything I was stating. For example, I was trying to explain our policy to him in regards to violent and sexual offenders so he could better understand why we ask for additional information when odd items show up on the criminal background. At one point I informed him that violent and sexual offenders are not a protected class and that we do not rent to them. I was not implementing that he was a violent or sexual offender, I was only trying to relay to him why I ask for additional information. I need to ensure that individuals are not violent or sexual offenders as we inform all of our tenants that we do no rent to violent or sexual offenders. I became short and to the point with him as his continued interruptions and yelling were very disruptive to our conversation and I do apologize as he may have mistaken this for rudeness.

Lastly, I will not be refunding their application fees. All applicants are aware of our qualifications. Also, we cannot determine if they qualify by reviewing their income only. If two applicants apply and ask if they will qualify financially we will total up their income and let them know they do make 3 times the rent amount however, we inform them we cannot guarantee they will qualify. There are many items that come into play. In this case, there is no way [redacted] could have determined this applicant would not meet our credit requirements, making his income void. Therefore, she would not have come to the conclusion that the co-applicant had to cover the entire rent on her own. We always inform applicants that we will not know if they will be approved until we are completely done processing the applications.

Again, I apologize if this applicant felt I was rude as that was not my intention. We would much rather approve an individual to live in our community however that is not always possible. Thank you for your time with this matter. I greatly appreciate it.

Sincerely,

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Description: Apartment Complexes

Address: 370 Crestone Ln #Ofc, Colorado Springs, Colorado, United States, 80905-6563

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www.gbcrestview.com

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