The Retreat at Cross Mountain Apartments

Thank you for the notification.Ms [redacted] was aware of the conditions when putting down a depositI have attached her acknowledgement regarding putting down a depositWhen she was filling out her application on-line it clearly states "Once you are pre-approved, the prequalification deposit will be applied to your floor plan depositShould your application be denied the prequalification deposit and administration fee will be refunded to you within daysShould you choose to cancel your reserved home the prequalification deposit is non-refundable along with your application and administration fee." After Ms [redacted] being approved, she provided us with all the proper file documents (income verification, Identification card)We had even created her lease for her to signShe never mentioned that the unit was to smallIt is a surprise to us that she decided to cancelIt is company and industry standards to not hold a unit with out a depositIt is illegal to run an application with out the conditions of taking the unit off the marketUnfortunately, due to her cancelation we must take the deposit as liquidated damages for our time and expenseHowever, we would gladly like to rent to Ms [redacted] and allow her to resubmit her application, waiving all application fees and deposits

Complaint: ***
I am rejecting this response because:This company has unethical practices and is not aware of its own legal terms or lies about them to customers.Also, my last name is not “***,” but ***Regardless of what the contract stated when I paid $345.00, *** stated very clearly before I went through the approval process that we would get a deposit refundShe led me to believe that the deposit was for holding the apartmentAt the time of paying the total of $to this apartment complex, we were unable to see inside the apartmentThis is something that the manager can easily look upBecause of this, *** spoke on behalf of her manager to assure us that we would receive the $due to her allowing us to hold this unit without having seen it in person in the case it was too smallI do not know if her manager actually agreed to this, but *** was very adamant that despite what the contract stated, her manager would refund the depositAgain, three people heard her say this and all three of us are willing to attest to itShe denies this, and when I asked her on October 5, to tell me what she meant when she told us that I would be refunded, she refused to answer*** should not be surprised then that we were worried it would be too small She is a representative of the company, and in good faith led us to believe a direct contradiction to the leasing standards before I ever paid them any amountShe should also not be surprised because when my girlfriend Amber and I finally got to see the unit in person on September 22, 2017, we told her that day that our table and couches would probably not fit and asked again for reassurance that we would get our $returned if our final decision was to not sign a lease, and she clearly stated that I would get my money backWe never would have paid for the initial approval or deposit to hold this apartment at the company’s expense if she had not stated in contradiction to the contract that we would not get our deposit back If the company lost money holding this apartment, the fault is ***’s for providing potential leasers with and fraudulent information, especially knowing that we may not leaseIt may be company standard but it is not industry standard to not return a deposit for a customer that did not lease, so this argument is invalidJust today, I was refunded a $deposit at Villas at the Rim for deciding not to lease with themI will attach the documents that they sent to me to begin that refund, which also further proves that we had not ever told *** that we were definitely leasing at Retreat at Cross MountainWe had informed her throughout the entire process that we did not and could not know if we would be able to lease their unit If she had been honest or in the very least better informed about the details of what is and is not allowed to tell customers before applying, someone else could already be living in the unit she allowed us to holdI will not lease with them due to their unethical treatment of customers, and it is unfortunate that others will attempt toI want it to be known that we were lied to on several accounts by *** and possibly her manager, although this is unclear because they refuse to let me speak to her.
Regards,
*** ***

Thank you for the notification.Ms*** was aware of the conditions when putting down a depositI have attached her acknowledgement regarding putting down a depositWhen she was filling out her application on-line it clearly states "Once you are pre-approved, the prequalification deposit will be
applied to your floor plan depositShould your application be denied the prequalification deposit and administration fee will be refunded to you within daysShould you choose to cancel your reserved home the prequalification deposit is non-refundable along with your application and administration fee." After Ms*** being approved, she provided us with all the proper file documents (income verification, Identification card)We had even created her lease for her to signShe never mentioned that the unit was to smallIt is a surprise to us that she decided to cancelIt is company and industry standards to not hold a unit with out a depositIt is illegal to run an application with out the conditions of taking the unit off the marketUnfortunately, due to her cancelation we must take the deposit as liquidated damages for our time and expenseHowever, we would gladly like to rent to Ms*** and allow her to resubmit her application, waiving all application fees and deposits