Complaints

This profile includes complaints for Portofino Cove's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Portofino Cove

  4160 Ambrosia Ct Fort Myers, FL 33916-8092

• 

  Portofino Cove

  4651 SHERIDAN ST #480 Hollywood, FL 33021

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:04/07/2025

  Type:Product 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 applied to live at this facility and was denied. They said I would get my application fee refunded with in 30 days. It has been past and now they said since I didn't cancel the application I don't get a refund. How could I cancel when they denied me? What a bunch of crooks.

  Business Response

  Date: 04/07/2025

  Good day,

  Please see the attached application that ****** signed.  You can see right at the top of the application, that the application fees and administrative fee are not refundable. Please let me know if there is anything else I need to do.  Thank you!

   

  ***** *****

  Business Manager

• Initial Complaint

  Date:09/17/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 ended our lease with ************** Apartments on July 29, 2024. We did a walk through of the aprtment witht he office manager and the apartment exceeded the terms in the lease. As of today (Sept 16, 2024) we are still waiting for our deposit return. We were told on the walk through it would take two weeks. I have tried to contact the office well over 20 times through phone and email and have not had a single call returned. I expect the full deposit of $750 to be returned as soon as possible.

• Initial Complaint

  Date:08/16/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 recently moved out of ********* after living here for 2 years. I would not recommend renting here as we had several issues over the two years we were here. We moved in to a 1 bedroom apartment in 2022 and after being there 6 months our garbage disposal stopped working and we were not able to get anyone out to replace it until almost four months with multiple maintenance request and stopping into the office. Once that lease was up we decided to move into a two bedroom as we needed more space, we went to the office to see if we could look at one that was listed as available, after a month of it being available and us waiting to move into it (past our original lease date) we were finally able to go check it out to find it infested with German cockroaches. We told the office we would not be moving into that one and we were able to find another one to move into. After moving in we went to use the dryer and it was broken. I went to the office everyday for 2 weeks straight before going to Lowes and buy and fixing the dryer myself as maintenance informed us that the office is in charge of replacing and and the office told us maintenance was in charge of replacing it. When I informed the office we purchased and replaced the damage part I asked if they would reimburse us and never heard back from management. 2 months before we moved out management had a problem with the online portal with our rent not being posted in time for residents to not be charged a late fee. We were informed that these fees would be waived and on our last month the fees were added onto that payment. Multiple people informed the office and they sent an email that they were working on solving the issue and asked for residents to pay it for now and they would reimburse us the following month. I informed the office that that was our last month and they stated a check would be mailed out. It has now been close to two months and I have yet to be reimbursed. Documents to show money owed uploaded.

• Initial Complaint

  Date:08/02/2024

  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.

  Hello Portofino cove I hope this message finds you well. My husband and I have been residents of Portofino Cove apartments since November 1st, 2023, and have generally appreciated the well-organized and supportive environment provided by the management.However, I am writing to express concerns about a series of unresolved billing and communication issues that began in January. We were incorrectly charged a late fee and an insufficient funds fee despite having sufficient funds in our account. The bank allegedly declined the charge, which was then successfully taken out eight days later, but it was marked as late. I did not initially notice this discrepancy.In February, I saw two months' payments plus the late fee and insufficient funds fee on the app. The then Assistant Manager, **** ****, assured me a ticket would be put in to resolve it, but by March, nothing had been done. We had to pay rent in cash at ******* due to the apps refusal to allow payments.After three months, I spoke with Manager *****, who informed me no tickets had been put in despite ******************* assurances. He promised to escalate the matter to his regional manager, but two months later, there was still no resolution. ***** left his position, and I had to explain the situation to a new staff member.The new Assistant Manager also promised a resolution and a meeting with the regional manager. It has been three weeks since that promise, and I have received no further communication despite multiple emails and phone calls.I am now left with a balance of $1,100, which I believe is unjust given the managements mistake. I have not documented communications, trusting their verbal assurances.Given the ongoing inconvenience and lack of resolution, I kindly request a thorough review and immediate resolution of my account. I appreciate your prompt attention to this matter and look forward to a swift resolution.Sincerely,

  Business Response

  Date: 08/02/2024

  Hello,
  I am reaching out regarding your concerns here. We have had some turnover within the on-site team, which I believe has led to the delays in having your concerns fully addressed. I reached out to both lease holders earlier today and received a call back from ***. We were able to speak of your experiences and concerns here. On the call I outlined the details of the ledger, transactions from your move-in onward, and any fees associated. We discussed the transaction in January, resulting in funds not being distributed to our account and in turn your ledger. We also discussed the fees associated with that transaction and other adjustments made to your account. I emailed you a copy of the ledger and the receipt from our payment processing partner outlining the failure of your bank to release the funds. I've asked *** to contact your bank and provide us with an explanation from their end. If this transaction was a processing system error,I'm happy to work towards a solution for those associated fees you've incurred.I also offered to set up a meeting to discuss any further questions you may have. Our continued goal is to provide the best possible service, and I am sorry to hear you feel we have fallen short here. I look forward to fully addressing these matters and to your continued residency at Portofino Cove.
  

  Sincerely,

  
  Regional Property Manager, PMG Asset Services

• Initial Complaint

  Date:02/01/2024

  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 signed a lease for a 2/2 with Portofino Cove on Oct. 1. Upon arrival to my apartment, I found that the unit was filthy & infested with roaches. I was asked by the staff to postpone move-in so that the issues could be resolved. The issues were never solved despite many communications sent to the leasing staff. After visiting the office in person, ***** moved me to a 3/2 at the same price point, however, this is not reflected in the resident portal, showing that I am still assigned to the previous unit. I moved into the 3/2 on Oct. 29 but have received bills from 1426. Once I moved into the new unit, there were no appliances/doors, nonfunctioning sinks & toilets, & the apartment was filthy. One of the bedrooms has flooded 3 times before being repaired. Because I have two young children, I requested mold remediation to ensure the environment was safe. Although promised, this obligation was never fulfilled. On 1/26, I left a ****** review regarding the property due to many failed attempts of contact to resolve my issues, including pictures of mold & other issues. I received a text from *****, "After thorough discussion with my superiors, it is deemed in everyone's best interest for you to move out. This arises from your actions (from the review) as it appears that this is the most appropriate resolution. Kindly inform me of the earliest date you can vacate and return the keys". I asked many times to speak with corporate, & was first told there was no number to call, then was finally given a number (from another employee) to which there was no answer. Although some issues have been resolved, it has taken substantial amounts of time to do so with little to no contact about the progress of my requests. ***** has completed a few jobs but has mentioned having little to no materials to complete work orders. I am an employee of the **** & have a legal team reviewing the threatening messages ***** has sent from his cellphone as well as the negligence displayed by the staff.

  Business Response

  Date: 02/23/2024

  On October 2, 2023, *************************** was scheduled to commence occupancy of unit 1412 at Portofino Cove Apartments. Prior to her occupancy, a comprehensive inspection of the unit was conducted by management. However, subsequent to ****************** move-in, she reported the presence of cockroaches. In response, we engaged ****** Pest Control to address the pest infestation, with treatments scheduled every Monday commencing October 9, 2023, followed by subsequent treatments on October 16, 23, and 30, 2023. It was communicated to the resident that pest eradication is a process requiring time.
  On October 27, 2023, at approximately 7 p.m., during an open office event, ************** approached the leasing office and conveyed her concerns directly to myself, *****************************, the property business manager. She expressed her desire to be relocated to an alternate unit due to the ongoing issues. At that juncture, our available inventory consisted of 2-bedroom units. ************** was presented with the option to transfer to a comparable 2-bedroom unit on the second floor or to opt for a 3-bedroom unit, specifically unit 1916, at the same rental rate. It was explicitly communicated to her that unit 1916 was in the process of being prepared for occupancy and lacked certain appliances, with no definitive timeline available for their procurement. ************** accepted this proposition with full understanding.
  Subsequently, ************** initiated the relocation process to unit 1916. However, subsequent to her relocation, she insisted upon immediate rectification of various issues, including the provision of appliances, despite her prior acknowledgment of their absence upon agreeing to the relocation terms. We immediately dispatched our maintenance personnel to address ****************** issues, hired a contractor to complete anything out team couldn't, and we pulled appliances from vacant units in order to appease her. Additionally, she raised concerns regarding the cleanliness of the unit, prompting successive cleaning endeavors, all of which failed to meet her satisfaction.
  Regarding the reported flooding incidents in the bedroom, it is imperative to clarify that no such issues were identified prior to ****************** occupancy. Upon notification of a leak, prompt action was taken, with maintenance personnel and contractors swiftly addressing the matter. Subsequent instances of water intrusion were similarly attended to in a timely manner, with requisite repairs executed expeditiously. Furthermore, on January 8th, ************** reported an incident of her toilet overflowing. Despite being advised to promptly utilize the water shut-off valve to mitigate the issue, ************** left the premises without taking action. Consequently, within a brief span of 10 minutes from the initial report to maintenance's arrival, the unit experienced flooding, necessitating emergency water extraction. It is important to note that this incident stemmed from ****************** failure to exercise due care, resulting in an unexpected financial burden incurred by our management entity. Nevertheless, acting in good faith and considering the challenges ************** encountered within her unit, we opted not to transfer this expense to the resident.
  In response to ****************** request for a mold test, it was explained that, as per the terms of her lease agreement, she would be responsible for associated costs, given the absence of evidence indicating mold or microbial growth within the premises.
  Following the posting of an inaccurate and exaggerated ****** review, efforts were ************** ************** in order to address any lingering concerns. However, she declined communication attempts via phone call and subsequently engaged in disorderly conduct over text, contravening the terms outlined in section 21 of the lease agreement. Consequently, and in alignment with directives from the property ownership, ************** was offered to terminate her lease agreement at no charge given her dissatisfaction with her unit, she declined this offer and insisted on staying in her unit. 
  Moreover, ****************** conduct extended beyond the confines of the leasing agreement, with unwarranted intrusion into the personal life of the business manager and dissemination of defamatory information online, thereby fostering an uncomfortable work environment.
  Despite repeated attempts by both the property management and corporate office to facilitate resolution, ************** remained unresponsive. Ultimately, an agreement was reached to allow ************** to fulfill the remainder of her lease term, with past due rent charges waived. However, as of present, ************** has yet to formalize her acceptance of this agreement in the form of a signed waiver. All efforts are being made to resolve this matter with ************** by the ****************** corporate office. 

• Initial Complaint

  Date:01/28/2024

  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.

  Signed a 7month rental with Portofino Cove on 12/2023 paid a refundable security deposit of $750. Had issues with the apartment condition even before moving in and documented them bu providing copy of list of items in which include the dirty condition of floors, carpet and walls repair not painted. Gave notification of my intentions of not renewing contract and provided them my last day at the premises. Property failed to provided security deposit disposition and failed to return deposit amount of $750 minus water bill- stated that I owed for painting, carpet cleaning and cleaning of apartment I asked for them invoices that they received from these vendors and provide documents that prove the condition of the apartment at move-in and out. (Property should be know for purposely perform initial and final walkthrough without presence of tenant violating their contract agreement) Property manager failed to communicated with me in regards to any of this despite my multiples attempts to get this issue solved. I filed a complaint to the ************************** had received responds that Portofino Cove under the management of ************** States that I was going to received refund deposit but that my account had a outstanding balance of ********. Property and Headquarters have failed to communicate with me in regards to these charges I have provided documentation that proves that such amount is a not accurate since I have copies of account statement balances bills, emails and letters from management and property to support this claim. Individuals at property should be accountable for their actions and should refrain from knowingly make false statements. I am seeking resolution of this issue from them Ill like to admitted their error, correct and be honest about the charges in case this issue affect my credit they should be monetary responsible and lastly Ill like to get my deposit refunded.

  Customer Answer

  Date: 01/28/2024

  Hi *****, 
  

  My Name is ********

  Business Response

  Date: 02/14/2024

  Thank you for bringing your concerns to our attention. We sincerely apologize for any inconvenience or frustration you've experienced throughout this process.
  Upon reviewing your account, we can confirm that Check #****** was indeed mailed to the forwarding address you provided. If this check has not been received, please let us know as soon as possible so we can reissue a new check. Furthermore, we would like to clarify that there is no outstanding balance owed as we have taken off the $527.35 in move out charges from your account, we apologize for an miscommunication relayed. 
  

  Regarding the issues you encountered with the condition of the apartment, we take your feedback seriously. We acknowledge receipt of your documented concerns, including the state of the floors, carpet, and walls, prior to your move-in. We deeply regret any inconvenience this may have caused.
  

  We understand your disappointment regarding the security deposit disposition. Rest assured, we are actively working to rectify this situation. We will follow up with *************** Systems regarding the collection account that was to be removed.
  

  We apologize for any lapse in communication on our part. Our goal is to provide exceptional service to all our residents, and we regret falling short of your expectations in this regard.
  Please be assured that we are committed to resolving this issue promptly and fairly. We will review the documentation you provided thoroughly and communicate with you transparently about any findings or adjustments.
  

  Once again, we apologize for the inconvenience and frustration this situation has caused you. Your satisfaction is important to us, and we are dedicated to finding a resolution that meets your needs.

• Initial Complaint

  Date:01/28/2024

  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 went to go see the apartments 2 times this month, when they showed me the unit, they said I only needed to see/ upload 4 last paystubs. When I applied, they didn't even run my application and now I can't even get my money back. First, they didn't say anything about showing 6 months of bank statements and my application didn't run yet for them to keep my money, this is unfair and very disrespectful. i go in there and the British speaking lady was just so sarcastic and didn't show no care and dint even bother to help.

  Business Response

  Date: 02/14/2024

  We uphold fair and equal treatment for all applicants in strict adherence to fair housing laws. Prior to any prospective tenant applying, we meticulously review our criteria, particularly our income requirements, which mandates a monthly income of 3 times the rent (supported by either 4 verifiable paystubs or 6 months' worth of bank statements).
  ********************************* submitted her application on 01/23/2024, providing 4 paystubs that raised concerns of potential fraudulence. Despite our efforts to verify her employment with her employer, we encountered obstacles and were unable to confirm her employment status. Consequently, we notified ********************** that, due to these circumstances, we would require 6 months' worth of bank statements to substantiate her income. Our final request was communicated to her via email on 01/25/2024, with a 7-day deadline to respond and provide the necessary documentation, failing which we would have to deny her application.
  Although we received confirmation that ********************** opened the email, she neither responded nor provided the requested bank statements, leading us to deny her application. Our policy clearly states that application and administrative fees are non-refundable. Furthermore, it's important to clarify that there are no British-speaking individuals employed in our office, nor have there ever been.

• Initial Complaint

  Date:12/13/2023

  Type:Customer Service 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.

  Portofino Cove apartments have always had a reputation of putting former tenants into collections with no warning even when they stated all charges in portal were not accurate/are a direct cause due to issues with their system. Every month when rent was due they stated all tenants should pay via money order which was done. Portofino Cove not only put my account into collections for $4807 (even though it was asked if we owed anything before moving out in August) they also did not return the security deposit even though they had said my account was cleared to $0 due to the unnecessary charges/high charges of water that was a direct cause of their water system issue. After calling multiple times to this apartment complex, they have repeatedly denied my calls/said they would check on the status of the email they sent to the property management, they would leave me on hold for 15+ minutes until I realized they were just not going to help. I have emailed the property management 10 times repeatedly for this matter and have gotten no response from them as well. I have resorted to filing a complaint because I have exhausted my options. Moving to this apartment complex was solely out of desperation due to high rent prices and my previous landlord selling the house which caused me to act fast in 3 months. If I knew this would happen, I would never jeopardize my peace, sanity, nor waste my time and money with this apartment complex.

  Business Response

  Date: 01/08/2024

  At Portofino Cove Apartments, we are dedicated to ensuring that move-outs are handled in strict adherence to both our company policy and legal guidelines. Following the completion of a resident's move-out process, it is an industry-standard procedure to promptly forward any outstanding balances to *************** Services (NCS) for collection.
  NCS diligently contacts the former resident multiple times, allowing ample opportunity for resolution before the outstanding balance is reported to credit agencies. We have thoroughly examined the concerns raised by the complainant regarding their move-out statement. In response, we have addressed and rectified discrepancies in the water/sewer bills and have also waived any associated late fees.
  Subsequently, we will promptly update NCS with the revised balance owed. We appreciate your vigilance in bringing this matter to our attention and value the opportunity to address and resolve any concerns our residents may have.

• Initial Complaint

  Date:10/23/2023

  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.

  Our sink at Portofino Cove Apartments has been leaking for months and it still has not been repaired. We have been told on multiple occasions that maintenance would be coming but they have not. We now have mold because of this and my roommate and I have been sick continuously. She has asthma on top of all these things and office staff was made aware of the issue. I believe the health of my roommate and I is constantly jeopardized and the complex does nothing to help. Can someone help us please

  Business Response

  Date: 10/30/2023

  I want to sincerely apologize for the ongoing issues you've experienced with the sink at Portofino Cove Apartments. I completely understand your frustration, and I'm truly sorry for the inconvenience this has caused. Your health and well-being, as well as your roommate's, are of utmost importance to us, and we take your concerns seriously. We extend our heartfelt apologies for the delay in resolving your work order. At Portofino Cove Apartments, we are committed to expeditiously addressing all work orders, and we are determined to unearth the reasons behind this unexpected delay. Rest assured, we are fully dedicated to rectifying this situation as swiftly as possible.
  To expedite the resolution process, could you kindly reach out to me directly via email at ****************************** Alternatively, you are welcome to visit our office, where we can engage in a more comprehensive discussion regarding this matter.

  Thank you for your understanding and patience as we work diligently to resolve this issue.

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

  Business Manager

• Initial Complaint

  Date:03/02/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  During Hurricane *** we had a water leak in the base boards due to the standing water outside. They did send in someone to take pictures but have yet to do anything to replace the damaged baseboards. We also submitted a maintenance request the end of December for our garbage disposal no longer working and that has yet to be addressed causing the sink to drain poorly and bringing in flies. We have been to the office several times to try and get this issue fixed and they just state that they do not have a maintenance team right now. When I asked if we could call a plumbing service to fix it the office staffed ignored that request and told me someone would be out the next day and that has yet to happen. It has been over two months for the garbage disposal to be no longer working and allowing for limited use in the kitchen. We now have an active leak making it unable to use the kitchen sink. There are several flies in the kitchen and a terrible smell coming from the sink making me sick to be in the apartment.