ComplaintsforPriderock Capital Management, LLC

• Initial Complaint

  08/26/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I have been going on 13 days without a working A/C unit ranging from temps ***** degrees Fahrenheit daily and the unacceptable time frame of this getting fixed and still not fixed. I was bed ridden recovering from surgery the first week of this happening and tomorrow will make two weeks no matter how many calls, emails, or face to face communication I have given. This needs to be a priority and fixed as soon as possible especially in the ** summertime on top of having half my rent deducted for the month as compensation.

• Initial Complaint

  08/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our mailboxes have been out of order for over 2 months and the apartment community is not trying to have them fixed they keep telling everyone to get the mail from the post office and the post office sends everyones mail back to sender , and telling everyone to contact the complex I filled a report with the post office listed claim number below but we are just getting the run around from both the US postal & The **** at ********* complex I reside , no one at the commuting of any help they are rude and unprofessional and act like they not getting paid to help the residents this has been an on going issue with the staff at The **** at ********* , I have important mail coming ft a layer regarding a lawsuit and I cant even get my mail for months now

  Business response

  09/06/2024

  Thank you for reaching out.  We do understand that the recent mailbox concerns have been frustrating to our residents.  Unfortunately, between the post office & ordering the supplies it did take the community a little over two weeks to get these up and running.  As of August 21, 2024 the mailboxes have been at full capacity and you should be receiving your mail.  If you are still having a concern, please reach out to the leasing office.

   

  Thank you,

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

  Regional Community Manager

• Initial Complaint

  08/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was scheduled to move into my new unit from my old unit on August 5, 2024, we toured the unit with ****** about a week before the move, and nothing was done. The outside looked like the jungle had taken over, everything overgrown. cobwebs everywhere bushed all in front of the walkway, geese dropping everywhere. On the side nothing was done no cleaning, In the kitchen every appliance was filthy, The bathrooms were the same, **** in the toilets, (fresh pee at that). The shower and tubs needed to be resurfaced the tiles and tubs in each bathroom were a complete mess. Smell like Groupies was in there smoking weed all day in there. All the windows in the front had spider webs everywhere. Screens overgrown with webs and ripped or coming off Move-in day I came into the office around 10 and paid over 3k because they wanted 2 months' worth of rent because of the "second applicate credit)"I was informed that the unit wasn't done but & that we would have to come back and get the keys at 3 pm however ****** did walk us over to the unit and low and behold Blinds was still not up, and the unit was still never cleaned the sinks, the refrigerator wasnt clean, hair from the previous tenant in there, the freezer had mold and dirty in the ice bucket. Food was left in the cabinets, and the dishwasher had life growing in it! Mushroom and mold. (thats not even the half because once I started to clean it, it was more life growing inside) The bathrooms were never resurfaced. No cleaners were there. Only the carpets were shampooed. ****** was very applauded and upset. 3 pm came and still no keys and the s*** show began. This is now the second time I moved into one of their units with a move-in disaster leaving me to clean and follow up. I moved into a one-bedroom from out of state and no cleaning was done then. There is a big disconnect here and as a resident, Im suffering in silence, and it's wrong. This box only allows 2000 characters, issues are still not resolved.

  Business response

  08/19/2024

  ************************************
  ***********************
  ********************
  
  
  
  
  August 15, 2024
  
  Re: Complaint ID # ********
  
  Better Business Bureau
  ****************
  ****************************
  
  Dear Brea L,
  
  As per the comments outlined by *************************, she has been a resident at ************************************ for the past year. The resident made a request to transfer from a one-bedroom apartment into a three-bedroom apartment within the community.  A date was selected for the transfer, which was a tighter period than we should have allowed based on the current workload and requirements for the new apartment.  We are dependent upon outside vendors in addition to our maintenance team when preparing an apartment for a new resident.It is my understanding that ******* was aware of the condition as she had inspected the apartment throughout the process and prior to her move-in date, yet she was excited about moving into her new home and our goal was to meet her move-in date. With the expectation of meeting the move-in goal, the team may have fallen short on some of the other expectations, including the outside landscaping.
  
  ************** informed the leasing agent of her concerns throughout the transfer; however the leasing agent did not communicate this information as she should have.
  
  Upon receipt of this notification, I have informed the manager and maintenance supervisor of our shortcomings, and they have assured me that all items were quickly taken care of, and ************** is pleased in her new home.
  
  After reviewing this complaint, we will look at internal steps or changes we can make to better communicate concerns with the entire team as our goal is to improve the resident experience.
  
  Comments such as this help shape our training efforts and trust we will do a better job going forward.
  
  Please let me know if you need additional information.
  
  Sincerely,
  
  
  *********************************
  Senior Regional Director

  Customer response

  08/22/2024

   
  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 company has gone above and beyond to address the complaint and resolve my issues. I'm very grateful and over pleased with everything. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  08/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My Son applied for an apartment there and I went on the lease with him to help him out. He is in college and this is his first apartment. He was misled on the move-in date, the condition of the apartment, the amenities, etc. I traveled two hours on a Saturday two weeks ago to see the apartment or something similar and sign the lease. We were told that they had no information on the apartment. They didnt know if it was going to have ****** or *****, we were told it would be plank. They didnt know if it was central air or a wall unit. We were told it was central air and they would not even give us the location of the apartment so we could see it from the outside. Im not signing the lease. *** reached out to the property manager and the assistant manager numerous times and *** left messages with the corporate office and nobody will get back to me. I would like ******* $250 back as this was absolutely unacceptable how they conducted themselves in the business matter.

  Business response

  09/09/2024

  This was an oversight due to a change in Management. We will reach out directly to the complainant to issue an apology, as well as to inform her that the refund has been issued per her request as of today's date. We will provide contact information for her to follow up should there be any further issues. Priderock Management sincerely regrets this oversight, and will take steps to ensure that our best practices are followed.

• Initial Complaint

  08/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  i am a tenant through the collection of historic ********* in June, my HVAC went out. i put in a maintenance request immediately. a few days later, the maintenance guy recommended to the leasing office that i get a new hvac, and rolled in a portable unit. at that point, and for the next two weeks, it reached up to 86 in my apartment. i woke up with nosebleeds. i was so frustrated, i went to the leasing office and they had to un-stick one of my windows to move the hvac unit. at that point i was told i was next in line. that was almost month ago. today, i called and followed up. turns out they missed me and did NOT notify me. they have not done anything to account for the fact the portable AC unit has screwed my electricity bill. the leasing office didnt even apologize for their mistake, but instead threw blame onto maintenance.i have not had a working shower head for over a week. i have broken bathroom tiles that have not been fixed. i have received no updates on the maintenance work which theyve said they needed to hire contractors for. including the drywall on my ceiling cracking and falling, and the hvac ducts which i requested a cleaning for when they replace the hvac, given i was concerned about the lack of maintenance with the hvac over the last few years. many of these maintenance requests have been marked as completed despite nobody having stepped foot inside my unit. one of the screenshots included breaks down the math and payments. while i do not have a copy of my lease to provide, i feel as though the clear access of my resident portal should suffice as proof of residency but i am happy to supply further information. i would ideally like resolution in the form of credits or a refund, as i just want a fair resolution when ive been suffering due to the negligence of my leasing office. heck, id even move to a different unit at this point.

  Business response

  09/09/2024

   

  Hello ****************,

  This is in response to your BBB complaint. 
  

  Complaint: **** not working
  This initial complaint was put in June 2024, our maintenance team came out and at that time made repairs to the unit.  Two weeks later you informed us the unit was still not working, we gave you a portable unit and went on the roof and made more repairs to your **** unit, because this was a second request, we scheduled for our ************ to confirm everything was repaired.  I'm not sure who informed you the unit would be replaced, but at no time was it confirmed by our maintenance team or the ************.  Central York ************ came out and cleaned coils, and charged unit, please let us know if you are still having issues.  

  Complaint: Broken shower head
  Your shower head was replaced on August 9th, please let us know if you are still having issues. 
  

  Complaint: Drywall repair
  Your ceiling was also repaired on August 20th.
  

  Complaint: Broken bathroom tile
  Your floor tile was just completed September 8th by *******************************.  
  

  Please send us your August 2024 gas bill versus your August 2023 gas bill so we can see if there was an increase in usage. 

  Please let us know if you are having any other issues.

  Thank you!

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

• Initial Complaint

  08/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Ive been attempting to reach someone at this company for four months to no avail regarding PERSONNEL, SAFETY, and HABITABILITY issues that Im experiencing with one of its properties. They take a message and never call back and then sit back and allow their staff to harass and retaliate. Their property does not provide or maintain amenities advertised, the property itself is low quality and when you raise an issue, property management makes passive aggressive threats to sue you for the damage. They impose fees and then refuse to provide a statement or explanation of the fees but if you dont pay, they file notices of eviction. These are greedy, uninvolved slumlords. If you see a company managed by them, run.

• Initial Complaint

  08/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I have stayed in this apartments for the last four to five years. Over the last year I keep getting stickers on my car. First it said flat tire and tag out of date. My tag was up to date and I put air in my tire. So I went to the office an show them. Then a couple of month later I got another sticker in June ****** my tag was about to expire. I want back to the office and showed them my new tag for this year. She keep telling me I need to move my car. So today I get another stickers saying my car in unrepairable and will be tow on 8/10/24. I have two full time job and two car so I don't drive my *** everyday only on special events. But my cars do work and the tags are up to date. Its time to renew my lease but I don't want to keep having problem about my car. What is your policy on parked cars in your apartments. Do I have to keep moving to different parking spot not to keep getting sticker trying to tow my car. I tried to reach out to PrideRock Capital Management but couldn't get anybody on the phone. It's time for me to resign my lease but I want to make sure my cars are ok to be in the parking lot

  Business response

  08/13/2024

  The car referenced was towed to the property and dumped in a parking spot and has not moved since. The tenant is seen working on the car, but the car is inoperative, has a flat tire, and expired tags. ****** claims he has the current tag but it's not on the license plate. 

  Customer response

  08/19/2024

  That's not true. If that was the case my car would have been towed the first time. I move my car and talk to the people in the office again. My tag is up to date an on my car and my tires are not flat. 

  Customer response

  08/30/2024

  Date Sent: 8/19/2024 8:27:32 AM
  That's not true. If that was the case my car would have been towed the first time. I move my car and talk to the people in the office again. My tag is up to date an on my car and my tires are not flat. 

• Initial Complaint

  08/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Prior to applying for an apartment at *************, I called as asked about the layout and was told that it was "the same thing shown in the tour online" I asked about pest control and trash as well as the gates. I was told that there is pest control on Tuesdays and trash is added onto the rent. I applied and have called 9 times in the last week to get a tour. I was told move in would be 8/14. I got a call Friday the 2nd and was told that it would be the 19th. I once again asked for a tour. I was reminded that I could view online then told that the Leasing Agent was on vacation and I would receive a call Monday the 5th. I didn't get a call so I called late in the afternoon and no answer. I called on Tues. the 6th and no answer. I called again after 5pm on the 6th and the leasing agent answered. I told her I just wanted to see the place before signing the lease. She informed me that the unit "isn't updated" and what was showing online "is just a model video." To get into one that is congruent with what I was told this apt. would look like is for the "updated ones" and in order for me to get into one of those, it would have to be on the first floor and that it would cost me $1400 a month vs. the $1180 that I was initially told. I want my application fees refunded. This has been a disaster from the start and I have been misinformed this entire time.

  Business response

  08/08/2024

  ************************************
  ***********************
  ********************
  
  
  
  
  August 8, 2024
  
  Re: Complaint ID # ********
  
  Better Business Bureau
  ****************
  ****************************
  
  Dear Brea L,
  
  It is always disheartening to hear when a prospective resident encounters issues with our community. Based on the comments from ***********************************, we fell short with handling her application and making our team available to assist in the process at *************************************
  
  After reviewing this complaint, I have shared some best practices with the team on how to properly handle the application process and to respond in a timely manner to future residents. Sadly,we are too late in assisting this applicant and hope we learn and grow from *************************** experience.
  
  We have processed a full refund as requested in the complaint and will send a check to the forwarding address that was provided by phone to the Assistant Manager on August 7, 2024.
  
  Comments such as this help shape our training efforts and trust we will do a better job going forward
  
  Please let me know if you need additional information. 
  
  Sincerely,
  
  
  *********************************
  Senior Regional Director

• Initial Complaint

  07/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Referred a tenant because landlord send email newsletter about $500 awarded per referral. ****** moved in in May. i went to the office to sign the W2 form on june 10th with the assistant manager of (2900 Lux apartment *******************) said it would take a month. It has been over a month. This landlord has grossly neglected the harassment and stalking from other tenants towards myself. i served them a demand letter to make it stop, the have yet to give me to referral check. This is likely retaliation because I contacted corporate. This landlord owes me $500 for the referral I earned.

  Business response

  08/13/2024

  ************** is entitled to receive a $500 resident referral.  However, to date we have not received the required tax from submit for payment.  Once she comes to the office to and completes the forms we will submit for payment, and she will receive it within 14 business days.

• 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 

*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. ↩