Ray Roberts Realty

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [Lets be very clear, first of all, I do not have a girlfriend I viewed the property with my wife! Secondly, I did forward you the information and spoke to Jose who showed the apartment his response was, "Oh we don't put up the ads, sorry!" The ad in question was on westside rentals it also said pets were allowed which another applicant also questioned Jose onI was told we can process your app until you viewUpon viewing I was informed by Jose no par [redacted] or pets were allowed, which is why I filled out the application for that apartment! I then called and said no need to process, they said ok, but no refund, I then received a processed credit check denying me of an apartment I never applied for! The date on the credit check is after my first complaint, so they filed that to cover there own endI demand a refund and will continue this complaint until I am satisfiedI will also make sure to share my experiences with the company in question on [redacted] and [redacted] You not only lied in you ad, but in your response to me, and in the response to this complaint! You didn't even have the right person who I spoke with, maybe do your homework before responding! The complaint continues! Regards, [redacted] ***

Unfortunately, the tightness in the housing ***et has created massive demand for rental housing in the Southern California area It is common to have numerous interested parties for each available home/residence in some circumstances the responses can be overwhelming It would be almost impossible to provide real time application status updates to each potential applicant We allow an approved applicant hours after the approval to turn in the deposit before moving onto another application We do continue to show the properties when an applicant has been approved and until a security deposit has been received It is company policy to refund application fees if the applicant’s credit report was not obtained If the application was verified and authenticated and the credit report was obtained, than the application fee would not be returned At that point, a credit report and proper documentation is returned to the applicants as required by law That did happen in this circumstance Applications are evaluated based on an applicants’ rental history, credit history, and income In the circumstance of multiple applicants applying together, we would recommend for applicants to share each other’s credit reports as privacy concerns disallow us from sharing personal information across other applicants It appears misinformation from a few of the applicants are causing confusion in regard to this complaint The concerns of this customer were discussed with them at length and with several of the other applicants as well Best- [redacted]

We appreciate the complainant's feedback in regard to his application experience We thank him for his thoughts and ideas in how to improve our application process The guidelines and our process have to be equally applied to all applicants and groups of applicants Unfortunately, applicants do get denied in this process However, there is little we can do to potentially appease denied applicants In this circumstance, it appears one of the applicants who applied with this complainant is not disclosing accurate information to the rest of the group That lack of disclosure appears to be causing an upset applicant but unfortunately we can't violate that applicants rights to appease an angry customer It puts us in quite a difficult situation We did re-evaluate the applications in question as requested by the applicants once the originally approved applicant was no longer interested in the property; unfortunately, at that time their application was denied This information was provided to one of the applicants and the adverse action letters were sent out as required by law Again, it doesn't appear that all applicants in this group are being honest and forthcoming to each other Legally, we are not allowed to disclose personal information to 3rd parties That appears to be what is causing this confusion We would recommend that the applicants fully disclose their credit reports to one another and then I am sure this issue would clarify itself

***,
Our final response in regard to the complaints by Mr*** is as follows:
We are sorry that Mr*** is unsatisfied with our response. Unfortunately, we do not post any of our listings to Westsiderentals.com. They actually take our listings from our website and transplant them onto their own website. I think he should express his complaint with them as well. We will reach out to them. We do not subscribe or use that website.
In order to apply online through our company, Mr*** would have been specifically routed through our advertisement on our company website which made no mention of par*** or pets. Again, we would be glad to review any documents that Mr*** wishes to provide if this information is false. To date, we have received none.
The statement he received in the mail is required by law. *** from our staff did speak to Mr*** on more than one occasion in regard to his application. We are sorry that you were mislead by Westsiderentals.com and we would recommend that you speak to them in regard to your disdain for their service.
The credit check fee is clearly advertised as nonrefundable on our website and in the application process. In order to apply online through our company, you must first view our company advertisement. We would have refunded his fee except for his credit application was run with his permission via a phone call with *** after he asserted that he viewed the apartment. Only later did he assert that he was no longer interested. Once an applicant has applied, paid the fee, and demands that their application be processed we are required by law to proceed forward with the application. I am sorry to report that our staff followed proper protocol and our advertisements were not false. I believe Mr*** should speak directly with Westsiderentals.com to seek reimbursement as they improperly advertised our ads after ta*** them from our website
Best-
*** ***
*** Management & Investments
A Subsidiary of *** *** Realty, Inc*** *** AveSuite ***
*** ***, CA ***
***
fax ***
DRE # ***
www.ray***realty.com

***,
12.8000001907349px">We are in receipt of the above referenced complaint and wish to provide you with an accurate timeline of the events that transpired as well as the actual facts concerning the complainant’s application and housing search with our company
First, the complainant applied through our online application system for an apartment in Los Angeles. Enable to apply online through our company, he would have to review the advertisement for this apartment on our website. On our website, this advertisement makes no mention about available parking. The advertisements make no such claim, but do clearly indicate that the application fees are non-refundable. However, we have a company policy to refund application fees if background checks have not been undertaken.
We spoke with the applicant on occasions about proceeding forward with his application for this vacancy. He indicated that he viewed the property on Thursday and wished to proceed forward with the application process. If he hadn’t granted us permission to proceed forward with his application, then his application fee would still have been refunded by our office. However, once he verbally requested us to proceed forward after he viewed the unit then the fee is non-refundable as we begin incurring costs for background checks, etc Again, even though the fee is clearly advertised as non-refundable we do still provide refunds if our company has not incurred a fee
However, when he viewed the unit with his girlfriend, they then no longer wished to proceed forward with the application. At that time, he requested a refund and made the advertisement claims. He never forwarded any advertisements that show advertising claims by our company. We did warn him that there are websites that will steal our advertisements from our webpage and transplant them onto their own web pages. Unfortunately, we can’t and are not responsible for advertising claims from another company. I believe in this instance the applicant saw a transplanted advertisement from hotpads.com. Unfortunately, in this circumstance he would still have had to review our advertisement and information about the property on our own website for him to apply through our online application system.
In conclusion, we are sorry that the applicant changed his mind in regard to our vacancy, but our advertisements made no claims about available par*** and were not false. The fee was also clearly labeled as non-refundable
Best-
*** ***
*** Management & Investments
A Subsidiary of *** *** Realty, Inc*** *** AveSuite ***
Los Alamitos, CA ***
fax ***
DRE # ***
www.ray***realty.com

We appreciate the complainant's feedback in regard to his application experience.   We thank him for his thoughts and ideas in how to improve our application process.  The guidelines and our process have to be equally applied to all applicants and groups of applicants.   Unfortunately, applicants do get denied in this process.   However, there is little we can do to potentially appease denied applicants.   In this circumstance, it appears one of the applicants who applied with this complainant is not disclosing accurate information to the rest of the group.   That lack of disclosure appears to be causing an upset applicant but unfortunately we can't violate that applicants rights to appease an angry customer.   It puts us in quite a difficult situation.     We did re-evaluate the applications in question as requested by the applicants once the originally approved applicant was no longer interested in the property; unfortunately, at that time their application was denied.   This information was provided to one of the applicants and the adverse action letters were sent out as required by law.   Again, it doesn't appear that all applicants in this group are being honest and forthcoming to each other.   Legally, we are not allowed to disclose personal information to 3rd parties.   That appears to be what is causing this confusion.    We would recommend that the applicants fully disclose their credit reports to one another and then I am sure this issue would clarify itself.

Unfortunately, the tightness in the housing [redacted]et has created massive demand for rental housing in the Southern California area.   It is common to have numerous interested parties for each available home/residence in some circumstances the responses can be overwhelming.    It would...

be almost impossible to provide real time application status updates to each potential applicant.  We allow an approved applicant 48 hours after the approval to turn in the deposit before moving onto another application.   We do continue to show the properties when an applicant has been approved and until a security deposit has been received.   It is company policy to refund application fees if the applicant’s credit report was not obtained.   If the application was verified and authenticated and the credit report was obtained, than the application fee would not be returned.  At that point, a credit report and proper documentation is returned to the applicants as required by law.   That did happen in this circumstance.  Applications are evaluated based on an applicants’ rental history, credit history, and income.    In the circumstance of multiple applicants applying together, we would recommend for applicants to share each other’s credit reports as privacy concerns disallow us from sharing personal information across other applicants.   It appears misinformation from a few of the applicants are causing confusion in regard to this complaint.    The concerns of this customer were discussed with them at length and with several of the other applicants as well.   Best-[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Lets be very clear, first of all, I do not have a girlfriend I viewed the property with my wife! Secondly, I did forward you the information and spoke to Jose who showed the apartment his response was, "Oh we don't put up the ads, sorry!" The ad in question was on westside rentals it also said pets were allowed which another applicant also questioned Jose on.
I was told we can process your app until you view. Upon viewing I was informed by Jose no par[redacted] or pets were allowed, which is why I filled out the application for that apartment!
I then called and said no need to process, they said ok, but no refund, I then received a processed credit check denying me of an apartment I never applied for! The date on the credit check is after my first complaint, so they filed that to cover there own end. I demand a refund and will continue this complaint until I am satisfied. I will also make sure to share my experiences with the company in question on [redacted] and [redacted]....
You not only lied in you ad, but in your response to me, and in the response to this complaint!
You didn't even have the right person who I spoke with, maybe do your homework before responding!
The complaint continues!
Regards,
[redacted]

Review: After viewing a property online that stated small pets and par[redacted] was available I applied for an apartment and paid 30$. I was told my application could not be processed until I viewed the apartment. When I did I was told no pets or par[redacted] was available, so I was no longer interested in processing my application. The advertising was FALSE! After calling to tell them I was no longer interested [redacted] asked if I wanted the application processed for the future I said no. But they still charged me 30$. I paid the money based on the advertisements. I have lived in the area (2 doors away) for 4 years so there was no need to view.Desired Settlement: I have read many complaints online about realty companies ta[redacted] advantage of those loo[redacted] for housing. I would like a refund and for them to change their business practices!

Business

Response:

[redacted], We are in receipt of the above referenced complaint and wish to provide you with an accurate timeline of the events that transpired as well as the actual facts concerning the complainant’s application and housing search with our company. First, the complainant applied through our online application system for an apartment in Los Angeles. Enable to apply online through our company, he would have to review the advertisement for this apartment on our website. On our website, this advertisement makes no mention about available parking. The advertisements make no such claim, but do clearly indicate that the application fees are non-refundable. However, we have a company policy to refund application fees if background checks have not been undertaken. We spoke with the applicant on 2 occasions about proceeding forward with his application for this vacancy. He indicated that he viewed the property on Thursday and wished to proceed forward with the application process. If he hadn’t granted us permission to proceed forward with his application, then his application fee would still have been refunded by our office. However, once he verbally requested us to proceed forward after he viewed the unit then the fee is non-refundable as we begin incurring costs for background checks, etc. Again, even though the fee is clearly advertised as non-refundable we do still provide refunds if our company has not incurred a fee. However, when he viewed the unit with his girlfriend, they then no longer wished to proceed forward with the application. At that time, he requested a refund and made the false advertisement claims. He never forwarded any advertisements that show false advertising claims by our company. We did warn him that there are websites that will steal our advertisements from our webpage and transplant them onto their own web pages. Unfortunately, we can’t and are not responsible for false advertising claims from another company. I believe in this instance the applicant saw a transplanted advertisement from hotpads.com. Unfortunately, in this circumstance he would still have had to review our advertisement and information about the property on our own website for him to apply through our online application system. In conclusion, we are sorry that the applicant changed his mind in regard to our vacancy, but our advertisements made no claims about available par[redacted] and were not false. The fee was also clearly labeled as non-refundable. Best-[redacted] Management & InvestmentsA Subsidiary of [redacted] Realty, Inc.[redacted] Ave. Suite [redacted]Los Alamitos, CA 90720[redacted]fax [redacted]DRE # [redacted]www.ray[redacted]realty.com

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Lets be very clear, first of all, I do not have a girlfriend I viewed the property with my wife! Secondly, I did forward you the information and spoke to Jose who showed the apartment his response was, "Oh we don't put up the ads, sorry!" The ad in question was on westside rentals it also said pets were allowed which another applicant also questioned Jose on.