ComplaintsforPriderock Capital Management, LLC

• Initial Complaint

  07/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to express my extreme disappointment and frustration with the ongoing issue of the air conditioning being out in my apartment for the past 15 days. As an asthmatic, the lack of a functioning air conditioning system has not only caused me physical discomfort but has also put my health at risk. I have been forced to spend money on hotels for several nights in order to escape the unbearable heat in my apartment. The portable AC units that the maintenance team provided either leaked terribly or simply blew out hot air from outside, providing no relief from the sweltering temperatures. The lack of urgency and incompetence displayed by both the maintenance team and the leasing office in addressing this emergency situation is completely unacceptable. It is the hottest month and weeks of summer, and yet no meaningful steps have been taken to resolve the issue in a timely manner.Due to the property management company failing to provide me with a habitable living environment. I am demanding that all late fees be removed from my account and that I receive at minimum 50% discount on my rent for the month of July. According to the laws of the state of Georgia, landlords are required to provide tenants with a working air conditioning system if the temperature exceeds 80 degrees. My apartment has been consistently above 86 degrees for several days, with temperatures outside exceeding 90 degrees. I was assured that the issue would be resolved by Friday, July 12, as per a voicemail that I have on record. However, no one showed up on that day, leaving me to suffer in these inhumane conditions without any relief.I demand immediate action to rectify this situation and provide me with the basic necessity of a functioning air conditioning system.I expect a prompt response to this email - in writing and a concrete plan of actions to resolve this issue. Failure to do so will result in further escalation of this matter.

  Business response

  07/29/2024

  Dear ******, 

  I am very sorry for the inconvenience caused to you by the delay in repairing the air conditioning in your apartment. I understand the importance of a comfortable living space and we strive to resolve all maintenance issues promptly. 

  Upon receiving the initial service request, our maintenance team had begun troubleshooting to identify the root cause of the issue. This process involved several steps and attempts to explore all potential resolutions. It was then determined that the **** unit required replacement in order to function properly. We acknowledge that this extended repair time was inconvenient and sincerely apologize for any discomfort caused to you. 

  To address your increased power bill from the portable AC that we provided during the repair time, our Property Manager, *******, has agreed to cover your power bill for this month. We hope this alleviates some of the inconvenience you faced. 

  If there are any unresolved issues or additional concerns, please inform us so we can discuss and address them promptly. ******* will also be checking in with you to ensure the new **** unit is meeting your expectations and functioning properly. 

  Thank you again for bringing this matter and your feedback to our attention. We are committed to improving our residents' satisfaction and hope we were able to fully resolve this issue for you. 

  Sincerely, 

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

  Regional Manager | Priderock Capital Management 

• Initial Complaint

  07/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  From: ***********************, Apartment Unit 1728 Date: July 11, 2024 Subject: Complaint Regarding Unforeseen Construction Damage and Unreasonable Living Conditions This letter serves as a formal complaint regarding the unacceptable living conditions I experienced at **** at Highpoint Apartments, Unit 1728, under your management.Background:On June 23, 2024, I received a notification regarding upcoming construction within the building. The letter stated that I would need to vacate the unit or relocate within the complex by July 12, 2024. Unfortunately, I was on vacation from June 12, 2023, to July 8, 2024, and only received an email from Assistant Manager ****** on the latter date confirming the July 12th construction start.Issues:Unforeseen Construction Damage: Despite the July 12th start date, construction began on June 29th, while my belongings remained in the apartment. This resulted in damage to my property, including a dropped and broken TV and extensive dust contamination that *** render other belongings unusable. The lack of proper notice prevented me from arranging for the safe removal of my belongings beforehand.Financial Hardship: Due to the unexpected early construction and damaged property, I was forced to hire movers on short notice and rent temporary housing at a significant daily cost ($200). This caused unexpected financial strain.Food ***************** Conditions: The disconnection of power in my unit before the agreed-upon July 4th date resulted in the spoilage of my food. Additionally, the movers were forced to work in extremely high temperatures exceeding 100 degrees due to the lack of power.Request for Compensation:I am requesting compensation in the amount of $15,000 to cover the damages to my property, the cost of moving and temporary housing, and the spoilage of food. This amount reflects the financial burden I have incurred due to Priderock Capital Management's negligence and failure to provide proper notice.Sincerely,

  Business response

  07/12/2024

  Hello, ********************.

  Thank you for the correspondence.  I think some items in your email have been miscommunicated/misunderstood.  Construction on building 17 did start on the exterior of the building on June 29th, however the power to this building has not been cut off and is scheduled for July 29, 2024.  I understand that you allowed a family member to remove your items from your apartment in your absence, and that keys have been returned for your move out.  The leasing office was not notified of any damage to your belongings until after your move out.  At this time, no refund will be issued.

  Please feel free to reach out to me directly at ****************.

  Thanks,

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

  Customer response

  07/13/2024

   
  Complaint: 21978465
  
  I am rejecting this response because:

  
  First I want to thank you for your response. While I appreciate some clarifications, I believe there are still unresolved issues regarding my lease termination.
  

  Access and Communication Issues:
  You mention I "allowed a family member" to remove belongings. While it's true I sent someone I trust, they were not listed on the lease agreement. Since they are not in the lease the apartment is not willing to take nay complaint form a person who is not on the lease, since I was out of the country. Previously, my attempts to communicate with the assistant manager regarding my concerns were met with a limited response of "move out or accept the unit we offer you." This lack of communication and flexibility made it difficult to address the situation.
  You state you weren't notified of damage until after the move-out. Unfortunately, due to being out of the country, I couldn't be present for the move-out inspection. However, the movers can attest to the damage occurring during construction.
  Most importantly, the power was unavailable during the move-out, causing significant discomfort in the Texas heat, especially considering temperatures exceeding 100 degrees Fahrenheit. This raises concerns about the habitability of the unit under these circumstances.

  
  Requesting Resolution:
  Given these issues, I request the following:
  Compensation for any damages caused during construction, with the movers as witnesses. I've pictures and videos to show the damage .
  Acknowledgment of the power disruption and its impact on the move-out process.
  I'm open to discussing a reasonable resolution to these concerns. However, if we can't reach an agreement, I may be forced to pursue legal options regarding the  property damage and potentially uninhabitable conditions.
  Thank you for your time and attention to this matter.
  Sincerely,
  
  Menber ********

  Business response

  07/16/2024

  Hello,

  As stated in my prior email, your apartment home was not without power on our end when you moved.  My understanding is a family member removed your belongings and returned your keys.  At this time, no refund will be issued.

   

  Please feel free to email me directly at ****************.

  Thank you,

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

  Customer response

  07/19/2024

   
  Complaint: 21978465
  
  I am rejecting this response because:

  While I understand your desire to isolate the power issue, the current situation encompasses more than just a power-related problem. The lease agreement explicitly outlines the proper procedures for eviction, which include providing adequate notice. The one-week notice given to vacate the apartment or relocate to a different unit is in direct violation of the lease terms.
  This abrupt timeline has caused significant financial hardship and emotional distress. Additionally, the apartment complex has initiated construction within the residential area without providing residents with proper safety equipment. This disregard for OSHA regulations jeopardizes the safety of both tenants and construction workers.
  If a mutually agreeable resolution cannot be reached, I will be compelled to report this matter to the Occupational Safety and ********************* (OSHA) and the City of ******************* ******* Further legal action may also be necessary to address the damages incurred.

  Sincerely,
  
  Menber ********

• Initial Complaint

  07/08/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My roommate and I have been living at ********************** Apartments since January 2023. Our online account payment system was locked after a late payment, and we have been "required" to pay monthly money orders, against the lease, for the past several months. The office staff has been negligent with checking the drop box for payments. We have been told they could not reset the accounts, only "corporate" can. We have asked repeatedly for contact information for someone higher and they refuse to give us this information. In addition, I, as a tenant, had to request a new lease upon expiration of our first one. We did not receive a new lease until March of 2024, and did not sign one until May, meaning there was a gap in the time between contracts. The office staff has yelled at us on the phone, ignored calls and emails, closes the office early with no warning, and in general has no clue how to run a business or communicate with their tenants. Based on the lapse in leasing alone, we paid at least 3 month's worth of rent payments without being under a leasing agreement.

  Business response

  07/24/2024

  The FAA lease contract that was signed by the resident & management allows ********************** to change the way payments are accepted at any time during the lease term, this is located on page 1, paragraph 6 - "We may, at our option, require at any time that you pay all rent and other sums in cash, certified or cashier's check, money order or one monthly check rather than multiple checks".  This was provided to the residents via email on 7/17/24 and the resident understood and had no questions after reviewing this section of the lease contract. 

  When a resident has multiple NSF payments, online payments and personal checks are no longer allowed. This information has been relayed to the residents from management. 

  Any lease contract that does not have a renewal, will automatically convert month to month. This is located on page 1, paragraph 3 of the signed lease contract. 

  The residents have not had any other questions since the explanations have been provided via email with the lease contract in hand. 

  Residents are living inside the unit and have signed a current renewal. No funds are due to this resident. 

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have lived at ************* since October 14th 2023 which originally was supposed to be October 5th 2023 but that was delayed. This was incredibly frustrating being that at the time I was pregnant and due late October, and the communication and handling of the delay was incredibly mismanaged. We werent notified until October 4th 2023 that the next day move in was not happening. Following the move, the apartment was not cleaned, many things were damaged, we didnt have stove burners and there were pest. We were unable to view the unit prior to moving in because of their delayed issues, but because we have our current apartment the 60 day notice we had to move somewhere. It doesnt seem like the apartment was inspected before we were given the keys by anyone. The rent is $1799, which is by no means cheap, but work orders are constantly closed without being completed. I have left three pest control work orders which were closed without visitation. An email had went out stating different methods that we the tenants could use to act as our own pest control, but out of four request pest control has been out once. As of July first I sent a pest control request because there has been an influx of roaches and our unit has always had issues with spiders but like the other request it was closed without action. I had three request sent out due to the hvac units outside the master bedroom being incredibly loud and maintenance stated, well thats just the way the units were arranged. Doesnt make sense to me but hvac units are going to make noise. Theres nothing we can do about it. We have been rather reasonable with the noise complaints that we have submitted and the fact that we have cigarette butts in our yard. Some things a complex can not control, but the lest have really gotten out of hand and buy raid and vacuum, doesnt suffice as a solution.

  Business response

  07/23/2024

  Good morning ************,

  It was a pleasure speaking with you today.  Thanks for confirming Pest control did make it to your unit last week and you are satisfied with the job they performed.  We will continue to keep you on the schedule every other week until the issue is resolved.  Please let us know if there are any other issues or concerns.  We will also have all the ac units near your window looked at and make sure they are all working properly.

  Thanks

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

   

• Initial Complaint

  06/29/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My husband and I, including our dog, have been without a fully fuctioning air conditioner for the last 9 going on 10 days. We live in ******* where it's an average of 109 during the summer. Priderock Management ***, ******************** knows we and many other tenants are without a/c. Yet they leave us with a swamp cooler and tell us they will be back the next day with more parts. So far no repairs have been done. Only bandainds hoping it will resolve the problem. Or they tell us maintenance will come back but no one shows up. Today I walked back out to my ac unit, after being told I'll be right back an hr ago, and saw the unit has been taken apart. It's 87 degrees and rising in my apt right now. We've already spent one night in a hotel. I don't want to do it again. The *** will not refund us for our hotel stay. Nor compensate for a high electric bill with a deduction in our rent. I took pictures of what I found. You will see fencing because of a fire the happened right beside my unit back in February. (Which, by the way, is not completed either)

  Business response

  07/30/2024

  To whom it may concern,
  
  ***************** and his wife have resided at ************ since March 2012.  Their current rental agreement expires at the end of July.  On July 26th they renewed their rental agreement for 12 additional months.  During their tenure at *********** all requested repairs have been completed in a timely manner.  The day that they reported the air conditioner malfunctioning one of our onsite service techs responded.  At which time it was determined that their unit needed to be replaced and our third-party vendor was called to replace. However, due to peak ** season they had a backlog of work and notified us that they would replace the ** as soon as possible.  Our onsite tech did what he could to keep the ** running, ***************** was provided a portable ac unit and offered the temporary use of our furnished two-bedroom model which was refused on multiple occasions.  Once the third-party vendor replaced the air conditioner we provided the ****************** a courtesy concession, even though accommodations were offered, and the replacement time was out of our control.  

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have lived at the **** at ***************************** for 5 years. I think that shows loyalty, but what do I know. I have not had a working A/C unit in my apartment for the past two years. They come look at it and say, we have to call someone. They close out the work item in the electronic portal that we are supposed to log all maintenance issues, and the issues never get resolved. I have had to fix the toilets, door jams, and latches. I have had to replace electric outlets all because they don't want to. It is getting to the point where my senior citizen father and children are suffering beyond what they should. I guess we will have to wait for someone to have a major health event before anything will be done.

  Business response

  07/02/2024

  On June 17th 2024 one day after resident submitted ac not cooling, maintenance manager responded and ac was working correctly , just wouldn't switch to auto. 

  Residents ac system was fully replaced last year in June of 2023, resident has 100% had a working system and as of today July 2nd once going to unit to check the ac system to confirm it was still indeed working and his unit is setting at 69* with an older gentleman in unit confirming the system has been working and he wasn't sure why it was reported to not have been.

  Customer response

  07/03/2024

   
  Complaint: 21861018
  
  I am rejecting this response because:
  I had to make several work orders to get something done.  I received an email telling me to stop entering that into the system because I was on a list.  It is now working and funny how it needs to be reported here before someone shows up ( came the same day as they received the message).
  Sincerely,
  
  *************************

  Business response

  07/08/2024

  Residents ac system was fully replaced last year in June of 2023, resident has 100% had a working system and as of today July 2nd once going to unit to check the ac system to confirm it was still indeed working and his unit is setting at 69* with an older gentleman in unit confirming the system has been working and he wasn't sure why it was reported to not have been.

  We have proof the resident ac' system is working and no outstanding work orders are open. The older gentleman in the home confirmed nothing was needed and ac has worked perfectly since repair early June.

• Initial Complaint

  06/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was supposed to move into millennium at *********** on 6/6 and was called on 6/5 and told they were still working on the apartment. I was then told I could move in on 6/11, I showed up to sign the lease and no one was there. It takes multiple days to get an email response and the phone is never answered. Im now in a bad spot because the will bot respond and I am getting furniture delivered tomorrow and I still can get the keys. I have 12 emails that I can send that show the lies that this company has told me. I want my $300 back and I dont care that they claim its non refundable, they are the ones who have dropped the ball and Ive been nothing but accommodating.

  Business response

  06/26/2024

  Hello, Ms. **************** sincerely apologize for the inconvenience and lack of communication from our team.  We will be refunding your $300 and asking our accountants to get this back to you as soon as possible.  Please give the property a call as they need your forwarding address to send this refund to.

  Thank you,

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

   

  Customer response

  06/27/2024

   
  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. The forwarding address is ***************************************. I would reach out to the property directly but they still do not pick up the phone or respond to messages. 
  
  Sincerely,
  
  *****************

  Customer response

  08/07/2024

  I have still not received the 300 dollar refund and no phone calls or emails to the property have been returned. 

  Business response

  08/08/2024

  Ms. Talent,

   

  As responded with previously your monies have been refunded.  The team & I have left several messages and emails advising the check is in the leasing office.  Please feel free to stop by any time to pick up.

   

  Thanks,

   

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

  Senior Regional Director

  Customer response

  08/23/2024

   
  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

  06/11/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  Apartment one is a residence for a 79 and 86 year-old partially disabled couple. Both are on a ****** one is legally blind for several years in a row five or six to be exact, they have experienced ongoing issues once a year regarding their air unit. It has overflowed wet the carpet in the hallway, blocking the bathroom for the blind user, and becomes a health and safety hazard due to the smell and damp soaked carpet. 2024s issue has been going on almost 2 months consecutively. The couple has a hard time, reaching anyone at the office unless they physically go in or call the private cell phone number of the maintenance department who typically answer, but do not always respond. The air unit has been serviced twice, the carpet has been fanned And the padding removed only for the unit to leak again and now the carpet has been wet continuously over the past three straight weeks now with The beginning stages of foul odor. This couple is Extremely frustrated, worried about falling, the older, and the air unit continually leaking and not getting any response. June 11 they were told by Maintenance that a part has been ordered, but they had no timeframe on when they could get by to replace it. Again this couple is walking on Damp wet carpet on a daily basis for almost 2 months straight now. They do not know what to do. Cant get anyone to respond in a timely manner to let them know when this situation can be resolved. Lastly, their carpet has been replaced at least twice For this issue in the past five years. And this is about the fifth or six consecutive year the air unit has leaked to this capacity. Please help them!

  Customer response

  06/13/2024

  Here are photos of the current damage at ****************************************. ********** 40214.

  6/12 discovered yesterday that carpet is more wet.  Apparently dripping in four spots from the a/c unit.

• Initial Complaint

  06/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hello, I am trying to get to the bottom of an application i had done at an ************************** at **********. I did an application with them on 3/29 and the application was denied on 4/2. Legally according to MN statute 504b.173 the property is supposed to return administrative fees within 7-10 business days. I followed up with the business on 4/24 with a phone call and left a voicemail that was not returned and then sent an email as well on 4/26 to get an update and nobody responded to that as well. I was then told on 5/1 that it would be sent to my address in *******. I just got to my house in ******* on 5/19 and checked and there was still no payment. I called the complex on 5/20 to get an update and was told someone would call me back three times. At this point it has been over a month and nobody can tell me where my money is at and it is absolutely ridiculous. When the business asked for the fund, it was sent to them right away but getting my money back has been an extremely difficult process.

  Business response

  06/25/2024

  Please be advised that we are cutting a new check for ******************** for $150.00.  The app fee is $50, which is non refundable.  The admin fee of $150 is refundable.  The original check was sent to the address in *********  The new check will be sent to ******************************************; 55306.

  Thank you for reaching out so that we can correct this issue.

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

  Regional Manager

  Customer response

  06/25/2024

   
  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

  06/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  When my wife, daughter and I moved into the apartment in September of 2023, we immediately notified them about the air conditioning not working and that the showers went from freezing cold and scalding hot, fluctuating between both sides every few seconds. Neither issue has been fixed. We still do not have air conditioning and our showers still scald us. We haven't brought it to the attention of the leasing office and filed countless reports and complaints but to no avail. We have spoken with *************************** numerous times and she continues to ignore us and get loud. She only ever threatens us about complaining and never helps resolve the issue. I genuinely don't know how ******* has a job when she cares so little about the tenants and what we have to live through. She is such a cold and uncaring individual. I will be reaching out to a lawyer to file legal paperwork against her and Priderock Capital Management. There is no reason for us to not have a working a/c or water that has actually scalded my daughter and I. We pay over two thousand dollars a month in rent to not have a working a/c, scalding hot water, and a property manager that literally does not care about us and only enforcing things that benefit her and her family.

*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. ↩