Complaints

This profile includes complaints for Atlas Real Estate Group LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Atlas Real Estate Group LLC

  970 Yuma St Denver, CO 80204-3836

  
• 

  Atlas Real Estate

  609 Main St Houston, TX 77002

• 

  Atlas Real Estate

  1828 Walnut St Fl 3 Kansas City, MO 64108

• 

  Atlas Las Vegas

  10845 Griffith Peak Dr Ste 2 Las Vegas, NV 89135

• 

  Atlas Real Estate

  335 E Palm Ln Phoenix, AZ 85004

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:08/03/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  My family applied for a house rental lease. This company uses a third party called Findig to process their applications. I reached out to Findig and spoke with person in a third world country who said they do not make the application approval or denial and to reach out to Atlas Real Estate. I emailed the property manager ******************** and received a mail delivery error. I emailed Atlas Real Estate and never received a response. I have tried to call the company and could not reach a person. I disputed the transaction with my bank which was reversed as my bank said the company provided documentation to validate the charges. No where in their application requirements does it say having a closed bankruptcy on file is an automatic denial. I believe this is a scam to deny many applications and make a profit from the rental applications. I have researched this company and learned they have fake addresses they use for their business locations.

  

  Business Response

  Date: 08/07/2024

   

  Dear ****,

  Thank you for your patience regarding this matter.
  
  Unfortunately, the refund process is currently on hold due to the dispute initiated with your bank and ************* If the dispute had not been raised, we would have been able to process the refund directly.
  
  At this point, we must wait for the dispute resolution process to be completed by Findigs. We have followed up with our Findigs representative to verify the status of the dispute and ensure that all relevant details are reviewed.
  
  Should the outcome of the dispute be unfavorable, we will be able to proceed with the refund.
  
  Thank you for your understanding.
  
  Best regards, 

  Atlas Real Estate

  Customer Answer

  Date: 08/09/2024

   
  Complaint: 22087744
  
  I am rejecting this response because: there was no dispute with findigs, they informed me I had to dispute with Atlas Real Estate. After zero response with Atlas I filed a dispute with my bank which was rejected. I have not received a refund. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/19/2024

  Dear ****,
  
  Thank you for bringing this matter to our attention. 
  
  To clarify, when a charge is disputed, the process is handled by the company that processed the charge - in this instance, Findigs, which manages Atlas' applications and application fees. When you initiated a dispute with your bank, it prompted a dispute process with *******, as they are the entity that receives the funds for application fees, not Atlas Real Estate.
  
  We have received a response from Findigs, confirming that their finance team has reviewed the matter and that a refund has been processed through your credit provider.

  Please keep us informed of any developments, and we will continue to assist you as needed.
  
  We regret any confusion or frustration this situation has caused and appreciate your understanding as we work to resolve it.
  
  Best regards, 

  Atlas Real Estate

  Customer Answer

  Date: 08/22/2024

   
  Complaint: 22087744
  
  I am rejecting this response because: I have not received a refund from findigs. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/28/2024

   

  Dear ****,
  
  Thank you for your message and for bringing this to our attention.
  
  We understand your concern about not having received the refund yet. Weve checked with the Findings team, and they confirmed that the refund was processed and sent on Monday, August 26th. To assist you further, weve attached a screenshot that includes the contact information for the Findings team and proof of the refund.
  
  Please feel free to reach out to them directly if you need any clarification or additional assistance. Thank you.
  
  Regards,

  Atlas Real Estate

  Customer Answer

  Date: 08/28/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/09/2024

  Type:Billing 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.

  First, I provided my 60-day notice to vacate Nov 2023 and was told there would be a walk through 14 days later. I reached out to the property management several times for the walkthrough only to be pushed out to a virtual walk through one week before move out. Second, I paid a full month of rent in Jan and I moved out of the apartment 1/15 and sent the virtual walkthrough. There were no issues recorded in the walk through and a personal video was taken with the walk through recorded. The management company attempted to charge me over $2k in getting the apartment ready for the next tenant. it was later found that there was no need for me to pay for any repairs and it was agreed upon that Atlas owed me for over paid rent and the deposit totaling $1,733.18. I then received a check on 4/27/24 for $1,255.00 (a full month rent) instead of the overpaid rent and deposit for $1,733.18. On 5/10/24 I was told that they would be sending me an additional check for the full deposit amount of $1,115.00. "We are refunding the full deposit and not charging you for the prorated amount for ******* due to the mistakes that have been made. I was told to cash the check for the $1,255.00 as it doesn't have anything to do with the remaining $1,115.00. Because they absolutely are connected, I have not cashed the check as I am still waiting for resolution on the other check to make the account whole and resolved.

  

  Business Response

  Date: 08/01/2024

  Dear ******,
  
  Thank you for bringing this to our attention and for providing such detailed information regarding your experience. We sincerely apologize for the inconvenience you've faced.
  
  We will share your comments with our collections team right away to ensure that the matter is thoroughly reviewed. Please be assured that we are committed to resolving this issue as quickly as possible. We will provide you with a response as soon as we have further information.
  
  Thank you for your patience and understanding.
  
  Best regards,  
  
  Atlas Real Estate

• Initial Complaint

  Date:06/27/2024

  Type:Service or Repair 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.

  They do not read peoples applications. We were applying to rent a house and they were the property management company. We were running a house because we sold her current house and are in the midst of building a new house. Everything was fine. They seen the mortgage from the house that we sold and no longer own, and they turned us down because we had a mortgage and all the notes were in there that we sold that house and they waited till three days before I had to be out of my house to tell me about not being accepted for the house because of the current mortgage that I had which I do not have a current mortgage Communication *****. They only communicate through text because they have no backbone to speak to a person on the phone then they send you the denial letter late at night and you reply back and you will be out of the office for the next couple days because they have no backbone , doing business

  

  Business Response

  Date: 07/10/2024

  Dear *****,

  
  Thank you for sharing your experience with us. After carefully reviewing your situation and our policies, I regret to inform you that our conclusion remains the same. Despite the sale of your house, we are unable to accept an application with an existing mortgage.

  Sincerely,

  ***************************

• Initial Complaint

  Date:06/15/2024

  Type:Order 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.

  Leased a garage with this company for a couple of years. Decided not to renew the lease. Did not sign the lease agreement. The company pulled the renewal payment without authorization. The payment was disputed. Now my sister is receiving notices on a past due balance being billed for several months after the lease renewal when all of the contents were removed prior to the lease renewal and the renewal agreement was never signed. After numerous attempts to contact someone from Atlas, there has been no resolution. The agreement is under the name *****************************.

  

  Business Response

  Date: 06/26/2024

  Dear ****,

  Thank you for reaching out and sharing this information with us. I spoke with ***, and he informs me he was able to reach back to you and help you resolved these issues. 

  Please let us know if there is anything else we can do for you.

  Sincerely,

  ***************************

• Initial Complaint

  Date:06/05/2024

  Type:Delivery 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.

  This property management company doesnt have consistent trash collection for the residents of their community. It is often sitting in piles in front of a full dumpster for weeks at the time. It is causing huge problems for our adjacent community. In addition to having an increase of rodents and pest, we have diapers and trash blowing around our parking **************** Its absolutely disgusting. I have called this company many times. The only response *** received from the company was asking the address of the community.

  

  Business Response

  Date: 06/06/2024

  Dear ****,

  Thank you for bringing this critical issue to our attention. We sincerely apologize for the frustration and inconvenience caused by the inconsistent trash collection at our community. We understand the health and aesthetic concerns it creates, not just for your community but for the surrounding areas as well.
  
  Im sorry that youre hearing the same question again, but can you please share the address of the community youre referring to?
  
  This way Ill be able to reach out to the right property manager and inform them about this situation.
  
  Sincerely,
  ***************************

• Initial Complaint

  Date:05/28/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  We are currently renting a property from them with the lease starting in August 2023. They are trying to charge us with a $600 energy bill from December 2022. None of the current residents who lived in the house currently lived there in December 2022. We have been trying for months to reach out to them and get this resolved and they have not responded to us. They sent us an eviction notice with 15 days to move out and still will not respond to us. We have not signed anything saying we assumed the debt from previous residents of the house. We have had our lawyer contact them and they still will not respond

  

  Business Response

  Date: 06/04/2024

  Dear ******,

  I'm so sorry to hear about the billing mistake. I've already contacted your property manager and they're working on a fix. We sincerely apologize for the inconvenience this has caused. I'll follow up with them to ensure a swift resolution.

  Thank you for sharing this information and providing feedback.

   

  Sincerely, 

  ***************************

  Customer Answer

  Date: 06/07/2024

   
  Complaint: 21771778
  
  I am rejecting this response because: We have still not been reached out to even thought we have messages ******************* multiple times. She is extremely dismissive of our problems when she does finally answer back. We told *** the the bill is for a different address and she has not responded to that. We want that charge removed and to have *********************** supervisor reach out to us.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 06/20/2024

  Dear ******,
  
  I followed up with ***, your property manager, and she informed me that the Accounting team was able to identify the source of the extra billing and has removed it.
  You should see a credit reflected in your ledger. Please don't hesitate to let me know if you have any questions.

  
  Sincerely,

  *******

  Customer Answer

  Date: 06/20/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/28/2024

  Type:Service or Repair 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.

  I moved into ************************, in the beginning of Feb. First time using my washer it did not drain. I reached out to maintenance around Feb 17th. They sent someone the following week that said it was not able to be fixed and needed a replacement. They said they would schedule it ASAP. I waited over 60 days reaching out for updates. Finally when I thought they were coming to bring a replacement, they came to look at it again, only to once again be told that it was broken and I would get a replacement. Waited another 30 days, I sent a mass email to Atlas about the experience and frustration, requesting a result by last Friday and some credit on my account for taking my children and my clothes weekly to a laundromat. They responded with my lease saying they are responsible so they can refer me to someone to buy one. I think many things about this are illegal or at the very least unethical. My first question is I got mixed responses from attorneys about if it is supplied at the time of move in maintenance and replacement for washers and dryers are owners responsibility, is this true? Is there any sort of repercussions for taking over 3 months to tell me they will replace it and then just decide not to? I had a friend get rid of a washer in March that he offered me, I told him no because I had no place to store it, they were replacing mine. I'm frustrated by their lack of professionalism, I am paying for it. Finally I think it should be investigated who they do and do not honor this part of the lease for. I know another a white female who is leasing with them (she wishes for me to not share her information due to fear of retaliation) who has the same stipulation in her lease. She recently had her washer and dryer replaced. What are the laws on choosing to replace some people and not others? To me, if a white person gets this treatment, and I don't but our leases are the same, it calls me to question the amount of discrimination that is happening in this company.

  

  Business Response

  Date: 06/04/2024

  Dear ******,

  Thank you for contacting us about your malfunctioning washer/dryer. I understand this can be frustrating.
  

  I reviewed the lease agreement with your property manager, and it states that we are not responsible for washer or dryer malfunctions. I apologize for any confusion caused by the vendors' information.

   

  Sincerely,

  ***************************

• Initial Complaint

  Date:05/16/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  ********, MGR for Z.H., is teaching him and another person, S., Resource person, SYSTEMIC RACISM. We had been waiting for ZH to call us regarding a concern of fraudulent activity with the company Nutilli, that they told us had to process our monthly utility bills. CARD SERVICES AND DISCOVER BANK reached out to us regarding weekly charges for monthly bills. ** stated in an email that he would reach out to my husband to discuss it. We had lead paint in our main bath upon move in. ** became rude about having that handled even though LEAD PAINT CAN AFFECTS YOUR HEALTH. We received a 3day quit letter in March of this year. *****************************,called and said ATLAS DOESN'T OWE US AN ANSWER. SHE SAID THEY SENT A 3 DAY QUIT BECAUSE WE ESCALATED CALLS TO THE ****** CALLS TO THE ATLAS NUMBER WAS FOR CONCERNS OVER THEIR PROPERTY THAT WE WERE PAYING RENT ON. SHE WAS HATEFUL, RUDE, UNPROFESSIONAL, AND TREATED ME LIKE I DIDN'T HAVE A RIGHT TO BE UPSET ABOUT THEM IGNORING OUR NEEDS. S SHE SAID SHE TOLD STAFF THAT THEY DIDN'T OWE US ANY ANSWERS AND WANT US TO MOVE. AND CONFIRMED THAT SHE TOLD STAFF TO SEND US A 3 DAY QUIT.SHE EXUDES RACISM. ANY TENANT HAS A RIGHT TO ADDRESS CONCERNS ON PROPERTY THEY ARE RENTING. WE MOVED 6/23. THE HOME HAD NUMEROUS NEEDED REPAIRS. THE MAINTENACE *** DID HIS BEST UNTIL THEY STARTED CONTRACTING REPAIR JOBS. SAID HOME WAS NOT READY FOR MOVE IN. I WILL NOT LIST THE ISSUES. BUT I WILL STATE THAT EARLY ON WHEN WE MOVED IN THE MASTERBATHROOM SINK BROKE AND SHOT WATER OUT TO CEILINGS AND CARPET, GARAGE, BASEMENT FOR APPROXIMATELY 2.5 HRS UNTIL THE **** ******** TURNED OFF MAIN HOME WATER VALVE. THEIR MASTER BATH DID NOT HAVE A REQUIRED SHUT OFF VALVE. THE POINT I WANT TO SHARE IS THIS ********, MGR, THINKS ITS OK TO TELL BLACKS TO MOVE, NOT ANSWER OUR QUESTIONS, OR WANT OUR BUSINESS BECAUSE WE HAD QUESTIONS AND SHE CONSIDERED OUR CONCERNS AND QUESTIONS HARRASSMENT. HOW MANY OTHER RENTERS HAS SHE TREATED THIS WAY?

  

  Business Response

  Date: 05/17/2024

  Dear ****,

  
  Thank you for contacting us about your recent concerns. We appreciate you bringing these matters to our attention, as it allows us to address them and ensure a positive living experience for all our tenants.
  

  Lead Paint: We can assure you that the house, built in 1992,does not contain lead paint.

  Communication and Lease: It appears there may be a misunderstanding regarding notices. The only record we have is a Notice of Non-Renewal sent in March. If you have received a different notice, please don't hesitate to forward it to us for clarification.

  We strive to maintain a respectful and professional environment for both tenants and staff. While we take allegations of racism seriously and have a zero-tolerance policy, our review indicates you may have interacted with our team members in a way that wasn't conducive to a productive conversation. We encourage open communication, and our team is always happy to assist when approached kindly.

  
  Sincerely,

  *************************** Atlas Real Estate

  Customer Answer

  Date: 05/17/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************

  I have worked in this community as a critical Care nurse for years, and so has my husband.  NEVER HAVE I ENCOUNTERED OR INTERACTED WITH ANYONE WHO.SPOKE TO ME WITH THAT 1950 RACIST TONE. THIS ATLAS MANAGER HAS AN AIR OF RACISM,My response to the staff probably wasn't favorable after the men who repaired the tub told us that it was lead paint.   We still have pics and samples.    We DON'T APPRECI

• Initial Complaint

  Date:05/09/2024

  Type:Service or Repair 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.

  After dealing with this company for the past 9 months, weve realized they do not care about their renters. The started by letting us day of move in that our original place we planned to get wasnt available and gave us a smaller apartment instead. Since then, weve been ignored by the property managers and everyone else who works there when we try to get things fixed, starting as soon as they got their down deposit. They refuse to fix our dishwasher since move in which we just found out isnt connected to water, dealing with homeless people sleeping in the hallways and stealing clothes from the laundry room, trash doesnt get picked up for weeks at a time, they refuse to help with the issue of second hand smoke, theres days without hot water, and we are ignored every time we bring up these issues. And now there are extra charges on our account that they refuse to fix as well. We just want them held accountable as we have kept our end of the lease agreement and pay them what they ask, hoping they will help us, and they havent kept up their end.

  Customer Answer

  Date: 05/11/2024

  Atlas has still not responded to us and continue to add charges to our account. We pay about $1450 a month and they added about $250 in random fees this past month they refuse to explain or fix. We want a deduction in rent due to the on-going issues that they are responsible for fixing and have in return ignored.

  We were fortunate enough to find a better living situation but our lease ends on 5/31 at this apartment by Atlas, so we would like this resolved before then if possible.

  

  Business Response

  Date: 05/15/2024

  Thank you for contacting us and bringing these issues to our attention.

  We sincerely apologize for the frustration and inconvenience you've experienced during your rental with Atlas Real Estate.We have already contacted your property manager to ensure they connect with you directly to address each of these concerns.

  Please don't hesitate to contact the property manager directly or reach out to our central office if you have any further issues or questions. We value your feedback and will work diligently to resolve these concerns and ensure a more positive living experience.

  Sincerely,

  ***************************

  

  Business Response

  Date: 05/28/2024

  Dear ********,

  I apologize for the communication issues you are facing with your property managers. I have contacted *******, and he mentioned that ****** will contact you today to clarify those charges. If you do not hear from ****** today, please inform us immediately so we can escalate the matter with a superior.

  Thank you.

   

  Sincerely,

  ***************************

• Initial Complaint

  Date:05/03/2024

  Type:Order 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.

  in May there was a foul smell coming out of the bathroom.There was also leaking from the bathroom floor a plumber was sent out multiple times with no solution. a plumber located leaking in the walls with black mold and old parts. When they ripped the wall apart I was so ill from the Black mold and couldn't the shower and asked to be moved to a vacant unit. After much back and forth it was finally approved. Management made me take out a new deposit for the unit and sign a new lease.I should have been able to transfer my old deposit over. I felt pressured and due to the black mold I complied. There are pro rated charges for moving in at the end of the month that I was assured by **** would be removed because I had already paid rent at my old unit. I have multiple text messages going back to the end of march from **** in ******* to removing the prorated charges and also the deposit amount that is showing as an owed charge of 1150. I took out a deposit with a company called jettyThe issue Is on the lease The deposit is listed as 1150 multiple messages have been exchanged between ****, me ******* who is property manager and ******. Atlas realty will not return jetty's messages and have refused by email to adjust the deposit to 1150 even though by text they say they will. Due to the balance on the ledger being inaccurate late fees accrued that I was assured, I didn't need to pay and that the balance would be corrected for the whole month of April now it is **** For a total of what should be 2570 my rent is 1285 per month. I have multiple text messages.I have attached supporting documents. All I ask is for prorated charges and deposit to be removed from balance. Jetty account adjusted to 1150 must be authorized by atlas. My rent adjusted to 1285 per past ledger will show. Total ledger balance of 2570 for ***** may rent. The unprofessionalism of taking over a month to adjust an accounting matter. Not to mention the health issues I have from having black mold in my home.

  Customer Answer

  Date: 05/09/2024

  The property manage Continuously acknowledges that they will fix the error and do not these are texts from this week. Even tell me to pay now even though the payment would go to the error balance And not my rent which technically is fraud. 

  

  Business Response

  Date: 05/15/2024

  I am writing to sincerely apologize for the inconvenience and frustration you experienced with the bathroom leak and black mold exposure. We understand this was a stressful situation, and we deeply regret the delays and miscommunication regarding your deposit and prorated charges.

  We understand the importance of clear communication, and we apologize for the unprofessional handling of this situation, particularly the month-long delay in resolving the accounting issues.

  Ive been made aware that the assistant property manager, ******, was able to address these issues and adjust the ledger. Please let us know if we can help with anything else and dont hesitate to contact us if you ever need more help.

  Sincerely,

  ***************************