Complaints

• Initial Complaint

  10/01/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  The nature I am writing about involves lease agreement and ways to ****** ******************* I am currently in a contract agreement or lease. My lease states they will accept payments via check and for the last 6 months this was how I paid. As of August 28 we were informed that the new payment system would be ********* and would require a debt card. September 1st this system was not ready and payments were delayed. October again system was not ready. This has been a huge inconvenience and is a breach of contract.

  

  Business response

  10/10/2024

  We sincerely apologize for the technical issues you've experienced with our new system. We understand that this may not be your primary concern, but please know that we are actively working to resolve these issues to prevent them from occurring again in the future. Thank you for your patience and understanding.
  
  We want to reassure you that we are fully committed to honoring our contract. To make things easier for all residents, we offer the option to submit rent payments online via checking account, with absolutely no service fees. We’ve tried to reach you by phone but have been unsuccessful, so we would be more than happy to schedule a time that works for you to assist in setting up this option. Please feel free to contact our office, and we will arrange this at your convenience.
  
  We have noted the garbage disposal service request has been completed. 
  
  We are dedicated to ensuring you have an excellent living experience. We hope we have achieved that goal, but if there’s anything else we can do to enhance your experience, please don’t hesitate to contact our office directly to let us know.

• Initial Complaint

  09/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a resident at Legacy at ****** (***********) the management hired a handy man service (Ace Restorations Handyman) to paint the black iron fence that surrounds the whole property. ****** **** (property manager) failed to tell us that it was going to be sprayed on and to move our vehicles away from the fence. Property managers (******/Hope said they had no idea, that it was going to be sprayed on. The ******************* supervisor told me that ****** **** had been told. I purchased a 2025 vehicle just 4 days prior to the incident. My vehicle got completely covered in black paint. No tarps, no warring of spraying machine that was sitting in front of my vehicle and the painters never informed the office that my car was parked very near the fence. The wind blew a thick layer of paint onto my car. After ****** and Hope saw my car they apologized and guaranteed me that they would take care of the damages to my vehicle. I was asked to get an estimate, I did. After emailing them the estimate $3,417 they instantly said, they were not responsible and I should try and get Ace Restoration to pay but they have no idea who owned the company and have completely ignored me, insulted me and refuse to help me. As did Ace Restorations they are blaming each other. I get no response from them or ********************** who owns the property. Everyone is ignoring me. I am having my car repaired now and will pay the cost but I would like to be reimbursed. I hope you can help me. I have recorded my conversations with ****** and the nameless Ace supervisor, who said he would like to repair the paint even though he has no formal training in this line of work nor does he have a shop to do it in. After the repairs there needs to be Ceramic Coating re-applied. The nameless supervisor said he would pressure wash it, buff it out and purchase the ceramic coating himself and apply it even though he admitted to having no experience whatsoever. I declined his offer.

  

  Business response

  09/23/2024

  We appreciate the opportunity to address the concerns raised by the resident regarding their vehicle damage.
  
  When the paint damage caused by ACE Restorations was brought to our teams attention, we immediately acknowledged the issue and expressed our commitment to assist in finding a resolution. We also encouraged the resident to obtain an estimate for the damages and repairs. Once the estimate was received, it was forwarded to ACE Restorations, as they are company responsible for the painting project and the damage caused.  ACE Restorations has since directed the staff at Legacy at ****** to have the resident work with them directly to resolve this matter.
  
  We understand that this has been a very frustrating experience and regret the breakdown in communication. Please know that we have done everything in our capacity to facilitate communication between the resident and ACE Restorations,but ultimately, the responsibility for addressing the vehicle damage lies with them. We strongly recommend following up with ACE Restorations to ensure they handle the matter appropriately.
  
  We are here to support where possible and hope ACE Restorations resolves this matter swiftly.

• Initial Complaint

  09/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  LEASING OFFICE IS CHARGING US $3,600 TO BREAK OUR LEASE. THE OFFICE SAID THEY WILL GIVE US A DISCOUNT DUE TO THE CIRCUMSTANCE WHICH WAS A RESIDENT KEEP HARASSING US VERBALLY, GIVING US THE "FINGER" LETTING HER *** GO WITHOUT A LEASH AND DOING HIS BUSINESS NEAR OUR RESIDENT. THEY ALSO HAVE FINED HER TWICE BECAUSE OF THE *** NOT ON A LEASH. JUST RECENTLY WE FOUND OUT THEY WILL CHARGE US THIS AMOUNT AND NOT AT A DISCOUNT. WE ALREADY SIGNED A LEASE AND CAN'T STOP IT. I REALIZE WE MAY PAY SOMETHING BUT WE DON'T HAVE THIS KIND OF MONEY. CAN YOU PLEASE HELP US ?

  

  Business response

  09/24/2024

  Thank you for bringing these concerns to our attention. Our records indicate that ********* signed his lease for a 12-month term on January 23, 2023, and subsequently re-signed in 2024 for another 12-month term, set to end on February 21, 2025. We have no record of complaints filed by Mr. ****** during his residency.
  
  We take resident feedback seriously and enforce rules for appropriate behavior among all tenants. When Mr. ****** expressed his desire to terminate his lease early, we outlined the associated costs as specified in his lease agreement.While we understand his financial concerns, a claim of an off-color hand gesture from someone passing by does not constitute acceptable grounds for lease termination.
  
  We are committed to treating all residents equally and in accordance with fair housing laws. We value our residents and strive to provide satisfactory accommodations. We encourage Mr. ****** to contact our office directly with any outstanding concerns so we can address them promptly.

  Customer response

  09/24/2024

  THE CORPORATION SAID THEY HAD NO KNOWLEDGE OF OUR COMPLAINTS.  WE HAVE TOLD THE LAST THREE MANAGERS OF THIS PROBLEM AND THEY DID NOTHING TO HELP US.  DID THE CORPORATION READ MY COM[PLAINT ?

  

  Business response

  09/25/2024

  We are dedicated to ensuring a positive living experience for all our residents and appreciate the opportunity to clarify this matter. 
  
  After further review, we located the complaints that Mr. ****** lodged against another resident. We apologize for the confusion; since the complaints were directed at another tenant, they were filed accordingly. Our property management team took Mr. ******* concerns seriously and pursued all available action against the other resident. Due to our fiduciary responsibility to maintain confidentiality, we were unable to disclose specific details of the response to ********************************** opted to terminate his lease early, we made him aware of the associated fees outlined in his lease agreement. While we sympathize with his situation, we must emphasize that his concerns were addressed promptly. As the lease agreement is a legally binding contract, we are required to maintain consistency in our actions with all residents. We invite Mr. ****** to contact our office directly with any outstanding concerns so we can address them promptly.
  
  Thank you for understanding.

  Customer response

  10/03/2024

  THEY DID NOT MENTION THAT THE MANAGER SAID WE COULD FILE A HARASSMENT DISCOUNT IF WE MOVE.  SHE ALSO ASSURED US SEVERAL TIMES THAT SHE FEELS WE WOULD BE ABLE 

  TO GET THIS DISCOUNT.  DO YOU REALLY BELIEVE WE WERE WILLING TO COME UP WITH $3.600 AND AT LEAST STAY LONGER SO WE WOULDN'T HAVE TO PAY THIS MUCH,  GIVE ME A BREAK.  IT'S A BUSINESS, WHAT DO YOU THINK THEIR DECISION IS GOING TO BE.  WE FOUGHT WITH 3 MANAGERS TO HELP US AND IN THE END WE ARE THE ONE'S WHO HAVE TO PAY.  THE OTHER PEOPLE ARE STILL LIVING AT THAT PLACE.  WHAT ABOUT THEM ????

   

• Initial Complaint

  08/19/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I dont feel that we (the club) has been honest or sincere. AT ALL. I have not had a good experience with the club. At first i was misinformed about the availability of the floor plan so i had to choose another floor plan by then I had already committed. I was misinformed about the ready date of the apartment. I arrived and spoke to you the first day and you explained that I was misinformed about the deposit but I was already there and had no choice. It was corrected and I did get some of the deposit back. But then I emailed you and came into the office THE NEXT BUSINESS DAY to express the cleanliness of the apartment or lack there of. I expressed concerns about the apartment and the locks and was told maintenance would come several times but never showed up once! Ive been given many reasons not to trust the club. I feel disrespected and taken advantage of. I never yelled screamed or cussed I just ask to leave peacefully and now Im being wacked over the head with a bunch of fees. Now upping the monthly payment for the lease breaks fee after I moved out Maybe people are just going their job but there is NO empathy and very little done to correct the errors that were made by manage staffing and vendors.

  

  Business response

  08/26/2024

  ****************** initially applied for residency on 12/16/23,but did not meet income requirements and was denied. He resubmitted an application with proof of additional income and was approved. However, the apartment unit previously requested was no longer available. An identical unit and rent was offered to and accepted by ******************.

  ****************** signed the Offer to Rent agreement on 1/5/24,which reflected the required deposit equal to one months rent. He requested the deposit amount be reduced on 1/6/24, along with a change in the lease term from 13 months to 12 months. We agreed to the shorter term and to refund half of his deposit upon timely payment of rent in February. The agreement was adjusted to reflect this, and ****************** signed the new document on January 6,2024.
  ****************** emailed on 1/8/24, with small issues in the unit, which were promptly addressed or noted for records.

  When ****************** requested to move to a unit under $1,000 p/mo and inquired about breaking his lease, he was informed that there were no apartments under $1,270 and advised of the reasons a lease can be terminated early without penalty as listed in his lease agreement. He confirmed these reasons did not apply to him.

  On 4/30/24, ****************** notified us he would be ending his lease early, and we clarified that an early termination fee would apply. He inquired about a repayment plan, which we arranged in the amount of $250 per month. A move-out statement with an amount due of $4,056.09 was provided to ***************** on 7/17/24. The repayment plan was signed and notarized on 8/19/24, and he has submitted his first payment.

  We value our residents and are committed to conducting all interactions and transactions with integrity and transparency, which we believe has been upheld in this case. If the resident has any further concerns or wishes to discuss this matter in more detail, we encourage him to contact our office directly.

• Initial Complaint

  07/30/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Im a resident at ************************. My lease was scheduled to end in February 2024. I was told if didnt renew long term youd be month to month. I never renewed a long term lease. One of the agents forged my signature and renewed me tip August. The property manager at the time (*******) and leasing agent (******) found the ip address of the computer that sign my lease. It showed my lease was signed TWO MINUTES after sending the pdf document. The property manager called the asset manger and told her I didnt sign the lease. The asset manger told her due to me paying my rent, it shows acceptance of it and they couldnt tell who signed it so they couldnt do anything.

  

  Business response

  08/16/2024

  Dear Better Business Bureau,
  
  We appreciate the opportunity to address the concerns raised by the resident regarding their lease renewal at *************************
  
  After conducting a thorough investigation into the matter, we would like to clarify the following points:
  
  1.Lease Renewal Process: Our records indicate that the lease renewal was properly executed. The renewal was countersigned by a previous property manager, ********************. The email invitation for the resident to countersign the lease was sent to the email address on file, *********************************** to our records, the lease was signed electronically on August 15th,2023.
  
  2.Electronic Signature: We understand the residents concern about the timing of the lease signing. However, the electronic signature was received within the standard process for document execution. The use of an electronic signature system ensures that both parties have the opportunity to review and sign the document at their convenience. The system tracks the signing process, and in this case, it shows that the lease was signed from the email provided.
  
  3.Utility Account Status: Additionally, it was noted by our team member, *****,that the resident's electricity account has been in the property's name since April 2023. This is unusual, and upon discovery, we have since disconnected the service.
  
  4.Outstanding Balance and Eviction Status: The resident currently has an outstanding balance of $4,228.19. Due to non-payment, the resident is now in eviction status, with a scheduled court date on September 12th, 2024, at 10:00 AM.
  
  We value our residents and strive to ensure that all interactions and transactions are conducted with integrity and transparency. If the resident has any further concerns or would like to discuss this matter in more detail, we encourage them to contact our office directly.
  
  Thank you for your attention to this matter.

  Customer response

  08/16/2024

  The previous property manager, *****************************, advised the asset manager that I didnt not signed that lease. Which I still have the contact information of the previous property manager.

  The IP address shows of the laptop that signed the lease. Also it shows how fast the document was opened and signed which was within 2 min

  

  Business response

  08/27/2024

  Thank you for giving us the opportunity to address this concern.Our property manager spoke directly with **************** and offered to cancel the lease renewal. **************** agreed to pay $3,600 for month-to-month rent along with his balance of $4,887. We believe this agreement should resolve the matter, and we hope it brings a satisfactory conclusion for all involved.
  
  We value our residents and are committed to upholding our principles of Integrity, Stewardship, Respect, Growth, and Urgency in all interactions and transactions. We believe these standards have been maintained in this case. If the resident has any further concerns or wishes to discuss this matter in more detail, we encourage him to contact our office directly.

• Initial Complaint

  05/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am a resident at The **** at ********************* which is managed by PEM Real Estate Group. I transferred units within the property March 2024 and my ledger, the account which determines my rent, fees etc, has been incorrect since the transfer. During the original conversation with the property manager, she told me that my lease with the rate of $1254 was unsigned, I told her that is incorrect because I have copies of the signed lease dated March 1, 2024. She asked me to bring her copies, which I did - ledger still incorrect. My rent is $1254 plus fees per month and on 3/19/2024, I had to get a garage ($150 monthly) because my brand new tires were slashed here on property. The garage fee isn't listed on my ledger. I have asked the property manager, ************************* to have my ledger corrected numerous times since April - this has been unsuccessful. I have many emails to provide. I called PEM Real Estate to speak with someone about a "ticket" that was supposedly issued to correct the matter, no call back. Recently I sent an email to the regional manager asking for help, it has been two business days with no response. I can provide email proof of everything also. I have been paying whatever amount that has been listed because I don't want to get penalized or behind but I'm owed a credit.

  

  Business response

  05/29/2024

  Dear *******,

  Thank you for bringing this matter to our attention. We apologize for any confusion or inconvenience you may have experienced regarding the charges on your lease.

  
  Upon reviewing your account, we can confirm that the agreed-upon amount for your lease was indeed $1254. However, we acknowledge that there was an oversight in the initial billing process which resulted in a discrepancy in the charges applied to your account.

  
  We are pleased to inform you that this issue has been promptly addressed, and adjustments have been made to your account to rectify the overcharge. Since March 2024, three credits have been issued to your account, reflecting the necessary corrections. We encourage you to log into your resident portal to review these adjustments and verify that your account now reflects the correct amount as per our agreement.

  
  In addition to these adjustments, we will need to send you an updated lease agreement for your records. This updated lease agreement will reflect the corrected charges and ensure that both parties are in agreement moving forward. We will expedite the process of sending this to you and appreciate your prompt attention to reviewing and signing the updated agreement.

  
  We value your residency and strive to provide transparent and fair billing practices. If you have any further questions or concerns, please do not hesitate to contact our leasing office. We are committed to ensuring your satisfaction and are here to assist you in any way we can.

  
  Thank you for your understanding and cooperation in this matter.

  
  Sincerely,

  ****************************;

  Paralegal

  Customer response

  05/30/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Thank you so much for your expeditious help with this matter!!!!
  
  Regards,
  
  *****************************
  
   

  
  

• Initial Complaint

  05/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I lived in apartment complex, **************, *******************************************************************************************************, for little over three years. When I moved out June 10,2023, I was charged for touch-up paint and "Overall Cleaning". I know I would be charged the touch-up paint because I asked what would I be charged for having s**** and nail holes from shelves and pictures on my wall that I repaired. If I had not asked I would have never known that it was a $75 touch-up fee charge (it is not in the lease). But I didn't know I would be charged an Overall Cleaning charge (this is not in the lease either). I spent two days cleaning my apartment. That apartment was cleaner when I moved out than when I moved into. I emailed the manager on July 14, 2023 and her response was The overall cleaning charge is what we charge for apartment cleans that do not provide cleaning receipts. The apartment was left clean but we still had to call in our cleaning crew to clean the unit after you had moved out. This fee usually ranges between $60-$250 just depending on the condition of the apartment. Since your unit was left clean, we charged the standard $60.00, which would be the "overall cleaning" charge. I responded by asking to have a better understanding of the above response on July 21st. I still havent received a response yet. I then tried contacting PEM through email twice with no response. I want my $60 of my security deposit that is owed to me due to not disclosing the charges in my lease or when I moved out.

  

  Business response

  05/20/2024

  Dear ************,
  
  Thank you for reaching out to resolve the issue of your cleaning refund. Weve reviewed the information you submitted as well as our internal records and we agree that you should receive a refund of the $60.00 fee you were charged at move out.
  
  We apologize for any inconvenience, and we will process this right away. To ensure your refund is expedited, please send your forwarding address to **************** as soon as possible.
  
  Im glad we could provide a quick resolution once this was brought to our attention.
  
  Thank you.

   *************************** | Paralegal 
  Professional Equity Management 
  **************************************************************************;
  ***************** D | ************ F
  ********************* | www.pemreg.com 

  Customer response

  05/20/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.  I have emailed you my forwarding address at **************** May 20, 2024 at 7:47pm CST.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  09/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Pem keeps taking my account and routing number off my account every month this has been an on going problem

  

  Business response

  09/14/2022

  I have reviewed the complaint and confirmed that our team does not have access to add or remove logins for accounts. The complainant has not been able to make payments online via ACH due to an NSF on her account. Our online payment system automatically disables any account with an NSF. This resident spoke with our support team who assisted her last month to make a one-time payment via FLEX. This is not a service that is live with our onsite teams yet. At this time, we are happy to work with the resident anyway we can to get this matter resolved.
  
  Please let me know any further information you may need from me.
  
  Respectfully,
  *********;

• Initial Complaint

  06/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I moved in and had issues with this place from day one and they wouldnt let me get out of my lease and would show me the apartment until I paid them in full. I walked inside and the place was having leaky walls in the bathroom that I am sure has mold behind them but they wont fix them or cut the wall open to see if there is. My 2 year old daughter then started having breathing problems so I opened the ac return and It had mold all it. I told them about it and they said thats common and not their problem. I moved into a hotel for my daughters health and now they wont refund me any money for not living there since it is uninhabitable. They refuse to answer my calls or return them now

  

  Business response

  06/28/2022

  I am reaching out on behalf of management for complaint ID ********.

  We would like a copy of the following:

  • The original complaint
  • Property name
  • Address
  • Unit #
  • What members of the staff did they speak/deal with?

*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. ↩