ComplaintsforAtlantic & Pacific Companies

• Initial Complaint

  07/22/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On April 20th 2024 I paid a total of 245 for a application/admin fee at Atlantic *************. The address is ************************************************ . I got denied a few days later. According to the agreement I am supposed to get a partial refund 150 (admin fee) within 30 days. It is now July 22. A total of 3 months without any payment. Then they are so hard to reach. You literally have to go into the office if you want things done. I've been more than patient and have spoke to a woman last month (June) *******. She said they will resend it because it wasn't sent . So I gave her my new address because I did move. Although at my last resident my aunt is still present. SO I DIDNT miss it , it never came. She also said it will take 7-14 days for it to get here June 6th. I waited a month to give them time. July 8th I called again because I havent received it still! I talked to Keoisha and *** on the phone. I asked both of them for corporates number but both said they didn't know it. How you don't have corporates number ? I wanted to talk to ******** THE MANAGER for corporate number but she was in a MEETING with corporate they said. ******* then gave me the sorry excuse that she was new so thats why she doesnt know it. How are you new when I talked to you over a month ago? Then she said ******** will call me later that day ! July 11th ! SHE NEVER CALLED NOR EMAILED BACK! I gave them the correct address June 6th , July 10th in email and number, and again July 11th ! Then July 11th ******* said something different than June 6th. She stated it will take 2 weeks processing and another 2 weeks to get to me. She forgot when she last talked to me she told me 2 weeks not 4. So this was easily a cover up. Its been more than 4 weeks and still nothing. I then left a ****** review. They replied Please email us to confirm we have the correct address on file.on July 11th. I already did July 10. Then ******** finally called me back JULY 16 saying it should be here by TODAY July 22. NOPE

  Customer response

  07/24/2024

  Check has finally arrived . I would like to cancel my complaint even though I feel like this business should be held accountable for making me wait 3 months. 

• Initial Complaint

  05/30/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  The apartment office has been inaccessible for a duration of 2 weeks. There is currently no means of contacting anyone from the office. When I send emails via the apartment tenant site, I either receive no answer or I receive a response several weeks later. There is a complete absence of any means to communicate with anyone. ********** and Amazon have left multiple adhesive notes due to their inability to enter the office. I am currently experiencing a safety concern with another renter and have made multiple attempts to contact the leasing agents over the past few weeks. The identity of the individual responsible for managing the property remains unknown.

  

  Business response

  06/05/2024

  Good afternoon ************, we are sorry for any inconvenience you have experienced.  Please note, we are on person offices and our staff also manages The ************ at **********  Staff must close the office if they are pout on property showing units, posting notices,or walking site/units.  There are times when the property is closed due to an illness or need for staff to be at the other property.  Please note:more measures have been taken to better notify our residents.  Residents will be notified via an email blast to the email address given at move in/recertification time.  This notification will also list an alternate phone number to contact Management.  This information will also be listed on the front door.  All phone messages will be returned within 48 hours.  We do hope this clears up any confusion.  Should you have any further concerns please do not hesitate to contact Management.  Thank you.

  Customer response

  06/12/2024

   
  Complaint: 21778764
  
  I am rejecting this response because: I waited a few days and watch the office and it has been closed since I made the complaint.
  
  Sincerely,
  
  *********************

• Initial Complaint

  05/22/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have for the past few months been disturbed by the insistence of my Landlord, Franciscan of ********* ( ***************************************) that the end date of my 13 months lease should be on June 9th 2024. I had argued that the lease started on May 3rd 2023, and being a 13 months lease should end on June 2nd 2024.When i was filling In my notice to vacate the apartment, i tried to talk about this with the representative at the office but did not get the result i was looking for. I would like to describe the situation as being bullied to put down June 9th as the day i will vacate knowing that your office insisted it is the day the Lease should end. Your office has failed to explain how the 13 months was calculated to start on May 3rd 2023 and end on June 9th 2024. On one occasion i was told at the office that , i signed the contract for the 13 months lease ending on June 9th 2024. Please be advised that there is such a thing as " unfair or even incorrect terms of a contract) . I signed and agreed to a contract that stipulates 13 months as a tenant, so the fact that the end date on the same contract states June 9th does not make it right because that end date makes it a count of 13 months and 1 week.Please be advised that, I will be leaving the apartment on of before June 2nd, 2024. I have called **** and put in an Internet disconnection notice for June 2nd 2024. The apartment will be properly cleaned.As a result it will be incorrect to charge me any prorated charges for the one week period between June 2nd and June 9th. I am filling this complaint with Better Business Bureau because i do not want them to charge me for an incorrect period which stretches beyond 13 months from the start date of my lease. This is causing me a lot of stress. We can prevent anything further from happening.

  

  Business response

  05/31/2024

  After speaking with the Property Manager (***********************) and Regional Manager (*****************) the resident was advised by Assistant Manager (*************************) that unfortunately,the legal lease contract that he signed states his lease will expire on 06/09/2024. As the lease is a legal binding contract, we are unable to make any adjustments to his lease term.
  We let ****************** know that he is more than welcome to turn in his keys on 06/02/2024, however per his signed lease contract he would be liable through his lease expiration date of 06/09/2024.
  We also let him know that once his keys were returned, we will do a final moveout inspection of his home to assess for any damages. In addition,he was advised that his final utility bill would be charged to his account once he has moved out; this will be deducted from his deposit on hand.  
  ****************** will receive his final account statement after moving out with a breakdown of any and all charges. If there is any refund due or balance owed it will reflect on his move out statement which will be mailed to the forwarding address, he provides prior to moving out.
  If you have any additional questions or concerns, please feel free to contact Franciscan Management.
  Thank you

  Customer response

  05/31/2024

   
  Complaint: 21747701
  
  I am rejecting this response because of the following reasons;

  - When i signed the lease it read 06/02/2024

  - It was a 13 months Lease which started on May 3rd 2023. The anniversary for a 13 months lease that started on May 3rd 2023, is June 2nd 2024

  - I am not sure how the attachment they sent has O6/09/2024.

  - The attending agent at the office at the time i decided i will be a tenant, told me it is a 13 months lease and stipulated it ends on June 2nd 2024. This property does not do weekly rentals. Go to the website, you do not offer any lease terms that state 13 months and 1 week.

  - This is clearly extortion.

  - if your only explanation is the signature, then please your company better prove in court if it has ever advertised lease terms that include a fraction of a month, like a year, and 1 week, 2 weeks or 3 weeks. It is either a glitch, a typo from your end or perhaps you can explain to me how you guys calculate a month from your rental perspective.

  - When i moved in there, i had some work orders and it was the most frustrating experience as a tenant and at some point gave up and just lived wit the situation till this point. i was a good and respectful tenant, always paid my bills on time. 

  - The response from Atlantic & Pacific Companies, is not satisfactory. I will pack our of the property tomorrow and clean it tomorrow or latest Sunday June 2nd and hand the keys on or before 4:30 pm on Sunday June 2nd 2024. 

  - If you cannot justify or explain to me how your monthly calculations are done and how  a 13 months lease  which started on May 3rd 2023 ends on June 9th 2024 instead of June 2nd 2024, then we can proceed to court because this is extremely stressful, it is giving me headaches, and causing great inconvenience. You are causing a lot  of emotional damage.
  
  Sincerely,
  
  ************************* Esoh *******

  Customer response

  06/05/2024

  Good Day BBB Team,

  Thank you mediating on this issue. I do feel that the complaint was closed prematurely without giving me a chance to provide more information. Please see the attachment above showing that i was told on 3 different occasions that it was a 13 months lease due to end on May 28th, 2024., that last of which was an attachment to an email quoting what my initial payment should be, hence substantiating an offer an acceptance upon me paying that enclosed mentioned amount.

  The business does not have any right to go last minute and misrepresent the information obtaining a signature deceitfully and not only basing their argument on the fact that it was signed despite that not being an agreed upon date during all the discussions leading up to the application and approval of my lease.

  Please do reopen this complaint because as it stands, i just noticed yesterday that i have been charged $749.23.

• Initial Complaint

  05/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The ***************** location placed me in a unit that had pre-existing water damage / leak without informing me and knowingly endangering my safety and well-being. I mentioned water running down my walls (9/27/23 verbally to worker) and the maint. staff stated that wasn't my issue its from upstairs. By 4/9/24 toxic black mold developed (confirmed via testing). ******* office states they sent "Professional Contractors" out to resolve the issue and he completely missed the mold on the bottom portion of the maint. closet. On top of that he used products that are not suitable for mold and states so on the can. I've had to go to the hospital for health issues related to black mold exposure, whilst at the hospital the staff could not determine the source but now with this supplemental information it is clear my condition is a result of the exposure along with other symptoms that I thought were "just happening to me". Since mentioning the missed mold (Located behind the hot water hear in the maintenance closet) The property manager ****** sent out the maint. supervisor to "finish the job" which involved scrubbing the black mold on the dry wall with bleach even though she stated "protocol" for these situations require "outside professionals". During the repair from the "professional" he removed one piece of drywall exposing more water damage and mold and decided to just button the ceiling back up and ***************** tried to mark the repair as complete again. Using my camera flash I can verify water damage on the ceiling that was painted over prior to my residency as this touch up never occurred during my maintenance requests. Told 4/9 the leak would be addressed upstairs and nothing has occurred these far. They refuse to break my lease penalty free despite being in default of their mold addendum. They threaten me with violation fee's if I speak out for "defamation" but everything I have said is 100% verified with photo/video evidence and NOTHING that I've said has been false.

  

  Business response

  05/09/2024

  ***** Square refutes any claims of any preexisting water damages in ************** apartment. All requested repairs made known to management have been completely repaired. ************* has, since making this complaint agreed to and signed a Lease Termination Agreement and Waiver and is scheduled to move out on the date she provided to us.
  
  ***************************, CAPS | REGIONAL MANAGER
  ************ | ********************************* | Disclaimer 

• Initial Complaint

  03/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello there my family and I moved out of ******************* on 1/22/24 a property located in *************, ** under Atlantic Pacific. Address: ******************************************************************* We were there for 12 months and i believe to be good tenants. I'm writing this complaint for their failure to return my apartment deposit and lack of appropriate response to my inquiries regarding the same. I've been trying to get in touch with headquarters for two months now regarding the mailing of our security deposit as we have moved out of state. When they sent a letter (to my out of state address) regarding if I challenged the fees that were taken out of the security deposit I was able to receive that no problem. However, there has been several challenges on their end sending the deposit. I've suggested when mailing it to use a tracking number or to come in person to pick it up (I was then told the onsite property does not handle the return of the security deposit). So, if i could have a response (not from the onsite property as they are not the ones that handle the return of security deposits) or any immediate assistance with this matter that would be greatly appreciated!! I've seen other complaints regarding deposit take anywhere between 7-9 months, which i believe that to be unacceptable and unfair especially in this economy. This issue, along with poor communication from the company, has significantly increased my distress. I kindly ask for a swift and favorable resolution without having to get legal involved. Thank you in advance,

  

  Business response

  03/26/2024

  Dear ******,

  
  You contacted me and let me know the deposit check had not been received. I contacted the accounting department and we stopped payment and reissued the check and mailed it to your forwarding address. I spoke to you on 3/25/24 and you said you received the check over the weekend.
  
  Sincerely,

  
  *********************** | PROPERTY MANAGER
  *******************
  ************************************************************************
  ************ | ************************************** 

• Initial Complaint

  03/05/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I rented with the ****** Place apartments, a rental property owed by Atlantic & Pacific Companies. Rental agreement was paid in full and always paid on time. Yet the property claimed I owed debt, when ask for a letter for validity or receipts for "damages" they did not send one via written communication to forwarding address or email.

  

  Business response

  03/22/2024

  Thank you for your response regarding final charges to your account. I'm very sorry to hear that you do not agree with the fees you were charged and did not receive the final statement attached . Please feel free to contact me if you have further questions after your reviewing documents at ************.  We do our best to take everything into consideration when completing a move-out inspection. In  general the rule of thumb for us is that, aside from normal wear and tear, the apartment home to be left in the condition in which it was upon move-in. Resident satisfaction is  of the utmost importance to us, and that includes move-out experience as well. Thank you again for your feedback as a former resident and we wish you the best in your new home.
  
  
  
  *************************** | PROPERTY MANAGER
  ******************
  ************************************************************
  ************ | *************************************** 

• Initial Complaint

  01/30/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Since moving into this apartment, my motorcycle has been stolen and my car has been towed. No resolution with the motorcycle which was stolen on Aug 2nd. i asked if they could send out an email about the theft and was told that they could not do that. They said they could not send emails for thefts. But, I've notice they send emails on every other insignificant thing like visitors parking and freezing pipes 3 times a day. Now I'm in a new apartment in there complex and my rent went up by $500 plus. This morning on 30 Jan my car was towed and I was told that my car is not registered with the apartment complex. I was told I would have to pay to release my car. I have lived in this complex for over a year with no issues till Aug.

  

  Business response

  02/02/2024

  Hi ****************,
  
  Thank you for sharing your feedback with us, and I'm very sorry to hear that we have not lived up to your expectations of us. We work hard to provide our residents with the best living experience possible and I regret that we missed the **** for you.
  
  I would like to apologize for the events that happened during your stay with us
  
  To address your concern regarding your most recent request,Ive updated the information of your new license plates. (Originally you registered your vehicle with a different license plate number).
  I spoke with the towing company the same day you visited our leasing office and requested that your vehicle be released without any additional cost to you.
  
  I'm grateful that you chose to live at ********************** and hope that we can leave you with a better impression of ** in the future.
  
  
  *********************** | PROPERTY MANAGER
  ***********************
  ********************************************************************************************
  ************ | ************************************** 

• Initial Complaint

  01/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We lived at Atlantic Palms at Tradition for one year. During that time, we encountered many health and safety issues. These included: unclean apartment upon move in, no AC for approximately 1 month during a chemical fire close by, marijuana smoke entering our air vents from neighboring apartments, rat feces, mold and garbage spills that were not cleaned or addressed for almost the entirely of the lease, independent contractor who came to work alone informed us that he was recently released from prison, and more. I have proof of this in form of pictures, videos and emails.We addressed these issues, many of them numerous times with the management staff, and were not able to get resolution on very much. We decided that we would not be renewing our lease for these reasons. Prior to move out, we submitted the proper notification of move out. We then were told that residents are responsible for paying for a professional cleaning service prior to move out. We had never been asked to do this at any other apartment weve ever lived in, but we hired the cleaning company recommended for $200 and then submitted the receipt to the office just prior to move out.I have pictures of the apartment on move out day showing it was left even better than it was received.After move out, the community not only kept our security deposit of $400 but also added additional charges for painting and tile grout cleaning and sent us to collections. In reading other resident reviews, it seems this is a common occurrence with this company. It feels like either retaliation against a resident that brought issues to them or some sort of predatory business practice. I would like to avoid making this a bigger issue and simply want them to cancel these extra charges for cleaning and to remove me from the collection company.

  

  Business response

  02/01/2024

   Our records show that the complainant was a resident between March 11, 2022 and June 10, 2023. In that time, we addressed all concerns brought to management by the complainant.
   
  Once the complainant surrendered possession of the apartment, all damages were documented digitally for the record. Pursuant to Section ***** (3) of Florida Statutes, a final account statement was provided to the complainant by certified ** *********** mail within the legally mandated time to notify a tenant of our intent to pose a claim on a security deposit. To date, the complainant has made no attempt to notify management or dispute any charges as required by ******* statute.    
   
  The Atlantic Palms at Tradition considers all charges valid.
   
  
  
  *****************************;| REGIONAL MANAGER
  ************ | *********************************** 

  Customer response

  02/02/2024

   
  Complaint: 21159699
  
  I am rejecting this response because:

  This appears to be reflective of an unethical business practice that this company is systemically engaged in.  
  

  I am not the only one with the same complaint. 

  ******* Statute ***** states that landlords cannot charge for routine wear and tear or painting done for tenant turnover.  It also states that money cannot be withheld except for instances of tenant negligence.  

  The charges I have been issued are $264 for painting, $264 for grout cleaning and $18 for damages to drip pan on stove. 
  

  We were there for 15 months, never painted the walls or did as much as hang 1 item on the walls.  We payed $200 for a deep cleaning service performed by the company Atlantic Palms recommended to clean the place, were in contact with office staff during move out process, followed all protocols and even sent full video of the apartment prior to move out.  The apartment was cleaner when we left then when we got there.  
  

  When we first moved into the apartment, the cleaning company actually had to come clean as we were moving in because the apartment was still dirty and the maintenance staff had to come to paint/touch up after we already moved in because that hadnt been done either.  
  

  So whats going on here?  Was the previous tenant also billed for cleaning and painting that wasnt even performed?

  I am asking for these excess charges be removed with the collections company they have been sent to.  
  

  I am attempting to bring this issue to attention here before seeking legal counsel.  This type of behavior is not right and shouldnt be allowed to continue in the future.  

  Attached is the receipt for the $200 professional deep cleaning performed.
  

  Sincerely,
  
  *************************

  

  Business response

  02/06/2024

  After review, the charges to the complainants final account statement are accurate and valid.

  Sincerely,

  *****************************;| REGIONAL MANAGER
  ************ | *********************************** | Disclaimer 

• Initial Complaint

  01/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  since I have moved into my apartment at the Atlantic Aerotropolis in 2023 of September I haven't had any A/C nor Heat i had to called the front office the first night because of my A/C a man came and said this will be a small temporary fix that it needed to get fix for the winter so they have known about my heat problem so on Nov. 16 i let them know that my newborn was coming home from the hospital and that i need my heat fix a man came in and said I can't fix this and brought back this tiny space heater that only work for one day. We have been the whole holiday freezing no heat and no care from the from office all they say is part on back order at this time i don't care about to part all i care about is my newborn getting sick because at this point and HVAC company should had been called out to fix this so at this point i will take legal action from here because i bet their holiday was warm. Since all of this we have to stay in hotels and at family members houses just to keep warm at night because it had been below freezing.

  

  Business response

  01/12/2024

  Thank you for reaching out ****************. Our on-site team and Regional Manager have been in touch with you regarding your heat. We apologize for the inconvenience and delay due to the parts being on back-order from the manufacturer. The emergency heat was operational during this timeframe,  space heaters was also provided. Both the Manager and Maintenance Supervisor visited your apartment on several occasions when you or your wife were at home, not in a hotel. As discussed in our emails, once your account is brought current, we can discuss this matter further. Thank you.
  
  ***************************, CAPS | REGIONAL MANAGER
  ************ | ********************************* | Disclaimer 

• Initial Complaint

  12/31/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  To Whom It May **************** Formal Complaint Against Atlantic & Pacific Companies Date: 12/30/2023 From: *************************** Address: ****************************************************************** APT **** BBB ******************** I am writing to file a formal complaint against Atlantic & Pacific Companies for their failure to return my apartment deposit and lack of appropriate response to my inquiries regarding the same.I, ***************************, previously resided at *********** apartment ***************************************, and vacated the premises as per the agreed terms. As per the rental agreement, I was due to receive my deposit back post the lease termination. However, it has been over seven months now, verging on eight, without any sign of the said deposit.In my efforts to resolve this matter, I contacted *****************************, the Regional Manager at Atlantic & Pacific Companies. According to the correspondence I received from **************, the ********************* had reissued a check, which they claim was cashed. However, I must stress that I have never received this check.It is deeply concerning and frustrating that my attempts to resolve this matter with Atlantic & Pacific Companies have been unsuccessful. Complicating the situation further, I discovered that the supposedly reissued check was cashed without my knowledge. It appears that the check was stolen and deposited by an unauthorized party, raising serious concerns about the company's handling and security of the check. This issue, along with poor communication from the company, has significantly increased my distress.I kindly request the BBB's assistance in this matter to ensure a fair and prompt resolution. I believe that a thorough investigation into this issue will reveal the discrepancies in Atlantic & Pacific Companies' claims and their handling of tenant deposits.Thank you for your attention to this matter. I look forward to a swift and favorable resolution.*********,*************************** ************ ***********************

  

  Business response

  01/02/2024

  ****************,

  
  We thank you for your inquiry.  Your refund check was sent out from our accounting office on 8/8/23 and was cashed on 9/6/23.  The check was signed and cashed with your signature.  Unfortunately, we cannot issue another check if you are stating that is not your signature.  As previously stated, you can send in a notarized statement of your claim.  We can then open a claim with the bank with your claim of someone forging your name.  Please note this may take quite some time.  We have had his happen with a vendor in the past and it took approximately 7 months.  Again, we apologize for any inconvenience you have experienced.
  
  *****************************;| REGIONAL MANAGER
  ************ | ******************************* | Disclaimer 

  Customer response

  01/11/2024

  Item 1: "As previously stated, you can send in a notarized statement of your claim."
  Item 2 : *****************************; *******************************

   

  I wanted to ask some clarifying questions about Item 1; Will you accept a copy of a notarized document and if so can it be emailed to the email listed in Item 2? If not, what is the appropriate way to send in the document and where should it be sent to? 

  Customer response

  01/12/2024

   
  Complaint: 21077560
  
  

  Item 1: "As previously stated, you can send in a notarized statement of your claim."
  Item 2 : *****************************; *******************************

   

  I wanted to ask some clarifying questions about Item 1; Will you accept a copy of a notarized document and if so can it be emailed to the email listed in Item 2? If not, what is the appropriate way to send in the document and where should it be sent to?
  

  
  
  Sincerely,
  
  ***************************

  

  Business response

  01/12/2024

  ****************,  Thank you for inquiry.  You can email your notarized statement to cmajka@apcommunities and I will forward it to our ********************* for them to start the claim.  Be advised, once the claim is opened, it may take several months for a resolution from the bank.  I will keep you updated as I am given information.  Look forward to hearing from you soon.  Thank you again.
  
  *****************************;| REGIONAL MANAGER
  ************ | ******************************* | Disclaimer 

  Customer response

  01/19/2024

   
  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,
  
  ***************************

*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. ↩