ComplaintsforAtlantic & Pacific Companies

• Initial Complaint

  07/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Unfortunately, the mold problem we initially reported has not only persisted but has worsened significantly, and we are reaching out to seek further assistance.Initially, we discovered white and green mold growing in our closet exactly a month ago, damaging many of our personal belongings. Despite the inspections and efforts made by the maintenance team, the mold has now spread to our furniture and floors, posing a significant health risk to me, my partner, and our dog. We understand that identifying the source of the mold can be challenging, and we appreciate the efforts made so far.To mitigate the issue, we purchased a $100 dehumidifier and have been diligent in maintaining a clean home. Despite our best efforts, the environment inside our home continues to feel damp and wet, and the mold growth is escalating.We are deeply worried about the potential health risks this mold poses to us and our dog. Additionally, many of our valuable items, such as our beds and couch, are at risk of being irreparably damaged. While we understand that these situations can be complex, we urgently need a solution to this problem.Given the severity of the issue, we are going to need to temporarily relocate to our cars or a family members house if a resolution cannot be found promptly. we ask that we get some assistance with relocating because we can no longer stay in this unit. We are kindly requesting your immediate assistance in addressing this matter. We are also considering contacting the San ************************* for further guidance and support, as we want to ensure that our home is safe and habitable.

  

  Business response

  08/13/2024

  We thank you for reaching out regarding your concerns for #*** at Vista at Interpark.  A work order was called in by tenants on 6/27/24 and  did not have any mention of organic growth/humidity as this was only verbally mentioned to staff in passing.  Maintenance did check the apartment and the **** unit.  The thermostat was found to be on the incorrect setting, with only the fan on.  Additionally, there were no ceiling fans on in the unit and the second bedroom, where the mention of the growth was found, had the air vent completely closed not allowing the air to come in the room. Maintenance corrected the **** setting, turned on the ceiling fans, and opened the vent,for the second bedroom, to gain airflow.  Maintenance did explain to the resident that they needed to leave the thermostat settings as is for proper flow. After 6/27/2024 neither maintenance nor I heard back from the resident regarding the issue,furthermore, there were not any work orders put in by the residents.  No further communication was heard until 7/22/24.  At this time, our Regional Maintenance Director went and reviewed the unit and scheduled an Environmental Inspector to inspect the unit.  The conclusion of the Environmental inspector is as follows There are no sources of moisture, except humidity.  At the time of this visit, it was 73 with 50%RH which is considered normal.   It was reported that previously the fan was in the on position which can contribute to higher humidity (when the compressor turns off and the fan continues to run, it pushes moisture from the coils & drain pan into the airstream).  As stated in Section ****************************************************************** maintaining the apartment, keeping it in a sanitary condition.  Staff and Management have promptly addressed any and all issues brought forth by this unit and its tenants.

   

  Vista at Interpark Management.

  
  

• 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

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I moved into this apartment in May of 2023. Upon moving in, management informed me that my unit was not ready. Because I had hired movers and had arrived from out of state I had no choice and was put in a filthy apartment.Upon moving out I was charged $100 for a cleaning fee. After reaching out to ******************, property manager several times, I was told she would see if there could be a courtesy waiver. She also said she did not think the apartment was dirty when I moved in. She said this after I send her previous emails from management clearly stating why they said the apartment was not ready. I. now can now get in the residential portal and have not received a response from her.

  

  Business response

  08/01/2024

  Hi, ****************. We emailed,and I informed you that your apartment wasnt cleaned to its entirety, so we had to charge you a cleaning fee. I also informed you that no emails were found where it was stated that your apartment wasnt cleaned at move-in. As mentioned in my last email communication with you, we can waive the carpet cleaning fee as a courtesy, and the cleaning fee for the apartment will stay as is. 

  Thank you, 

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

  Customer response

  08/12/2024

  Ive attached the email that was sent to corporate May 23, 2023

  Customer response

  08/13/2024

   
  Complaint: 21974090
  
  see attachments
  
  Sincerely,
  
  *********************

  

  Business response

  08/17/2024

  ****************, you the cleaning fees have been reversed and a check will be sent out. Please contact the office to provide them with a good forwarding address. Thanks. 

  Customer response

  08/27/2024

   
  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

  05/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  It's been about 5 months now and I've have a continuous water leak in the bathroom of my apartment. I've begged and pleaded with the management and they claim that they've called roofers to fix the problem but it's yet to be fixed. Every time that it's rained outside it's rained in that bathroom. All the work orders i've submitted about it have been moot. The last time they claimed they called roofers was on 05/18/2024. I highly doubt they're fixing anything because the leak is consistent and not less. To make it worse mold appeared in one of the holes 2 weeks ago and today while i am filing this complaint it's raining and the bathroom has rain water all over with from holes with mold in them. This is sick and the fail to do anything about it. Just refund me all my rent for 5 months left me move out. You can have this apartment if you can't fix this problem so far it appears that they cannot.

  

  Business response

  06/13/2024

  In response to this complaint we have had contractor out to repair this problem on 4/26 and on 5/25 at noon per residents request.  We have not neglected the issue unfortunately we have had excessive rain.  I have walked the resident unit and there is a hole that resident made but no signs of discoloration.  We will continue to make repairs until the issue is resolved but in no way have we been negligent.

   

  Thank you

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

  ****** Place Manager

  Customer response

  07/23/2024

   
  Complaint: 21780177
  
  After renewing my lease approximately 9 months ago i've had continous water leaks in the bathroom they claim they are fixing the problem but it's not fixed yet. Literally everytime it rains outside in ******, **. It's raining inside my bathroom. I can't invite people to my place. It smells and theres mold in the two holes in the bathroom. they are not fixing the problem. I've filled out countless maintenance requests which they just close and refuse to do anything. The apartment manager believes that i don't have a right to be upset and have made threats to call law enforcement. This is beyond appalling. I want them to refund all my rent because i've been practically living outside and have a bathroom, i can barely use. This has been affecting mentally. I've had enough refund all my rent since you cannot fix the problem. This is madness at this point. You all are slum lords
  
  Sincerely,
  
  ***********************

  

  Business response

  08/09/2024

  Dear Resident,

  Management has contracted roof repairs on 2/2/2024, 5/31/2024 and 6/25/2024.  We have also assessed the place were the water is coming from in the bathroom.  The hole is from resident poking his finger in the ceiling.  Myself and lead maintenance revisited 2 weeks ago after a rainstorm and ceiling was dry.  We the scheduled service for repairs to have inside area repaired.  After this work was completed we have not heard of any issues.  Please let us know if issue persist.

   

  Thank you

   

• 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
  ***********************
  ********************************************************************************************
  ************ | ************************************** 

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