ComplaintsforPriderock Capital Management, LLC

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A dozen maintenance requests submitted with no resolutions for the same 2 issues over and over. I've been given the run around on the phone time and time again with excuse after excuse and "we'll call you back" but never hearing back. The mold in my apartment is making me physically ill at this point. Sheet rock needs to be replaced because mold is growing inside the walls. I still have 11 months in my contract and I'm worried I'll end up in the hospital before I can even get out of this place.The management is a joke and lets the maintenance continue to half fix things while the problems slowly grow over time. The head manager finally called me this morning after a month of arguing with the maintenance staff to let me know that she "does care about the residents" and then said she was coming to my apartment personally today to see things get fixed properly and they're still half done. It's absolutely laughable.

  Business response

  07/02/2024

  Resident work order issues have been resolved, and Regional has followed up with resident for completion. 

• Initial Complaint

  05/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Handicap parking violations, noise levels from upstairs neighbors 70+ decibels, awakened every day between 3-5 in the morning from upstairs, have asthma but smoke from cigarettes and marijuana smell in my apartment since new neighbors moved in, right now no air conditioner, unable to communicate with maintenance because they don't speak English and I don't speak Spanish, many issues from garbage piling up, gates always broken, walkways covered with duck ****, office staff constantly changing, some staff are extremely rude and just don't care, and no one from Priderock will respond.

  Business response

  06/26/2024

  Management has been working with resident on resolving maintenance issues and addressing noise complaints from neighbors. Resident and management have been in contact with one another. 

  Customer response

  06/27/2024

  Although the business reached out to me and the management, I am still have issues with the upstairs neighbors and repairs not getting completed.  I am disabled and have breathing issues which is why I am trying to get the noise taken care of, the plumbing issues, etc.  I have spoken with ********** Services and I was given additional information and a number to call.  How long do I give this business to make things right?  I emailed the manager again today so we shall see.

  Customer response

  06/28/2024

  Date Sent: 6/27/2024 4:59:57 PM
  Although the business reached out to me and the management, I am still have issues with the upstairs neighbors and repairs not getting completed.  I am disabled and have breathing issues which is why I am trying to get the noise taken care of, the plumbing issues, etc.  I have spoken with ********** Services and I was given additional information and a number to call.  How long do I give this business to make things right?  I emailed the manager again today so we shall see.

  Customer response

  07/03/2024

  Although ***** from Priderock and ******** from the front office have "been in contact with me", not much has been done.  I have spoken via email with ***** and Jysselly maybe twice about changes asked for and needed.   I think maintenance patched the air conditioner so it works for now, sprayed some water on the walkway about 1 week ago, and put a letter on the doors in my building about not leaving trash out.  Toilets in both bathrooms continue to clog and almost overflow, trash is still left outside, gates are broken again, the upstairs neighbors are a little quieter since a policeman came out and spoke with them, the parents walk VERY loud, and the smoke smell is still coming into our apartment (I have asthma & Afib).   We haven't had one maintenance worker we can communicate with as I don't think any speak English.  It's sad because they are so nice and frustrated as I.

  Business response

  07/15/2024

  Management has worked with Resident regarding her complaints. Management has resolved all issues that can be resolved. Any valid neighbor complaints have been addressed using lease violations. Management has been in touch via email with Resident, cannot get the resident on the phone. 

  Customer response

  07/21/2024

  I accept they have put forth an effort to get in touch with the upstairs neighbors. I reject part.of their response too.  They say they can't reach them by phone but why can't they walk up the stairs and knock on the door and/or put a notice on the door stating they are in violation of the lease.  In addition I believe they have 2 dogs, one of which sounded in distress a couple days ago, have they checked to make sure the pet deposit has been paid?  In addition, I believe more than one adult lives there, there are possible 4 or more.  That said, are they all on the lease like they are supposed to?  I only say these things because maybe if these things were brought to their attention, they would take the complaint seriously and quiet down.  I am trying to move but it's tough when you are physically disabled.  It's a shame that I have lived here since 2016 and have been an excellent resident but am being forced out by people who are in violation of a lease and who's dogs are destroying the screen on the porch.  

• Initial Complaint

  05/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On or about May 24th 2024 will residing in the Loft Apartments of ************************************* company the lofts of ********** was negligent for not addressing an issue within my domicile. My AC unit went out and they offered me a Mini ac or fan to stem the issue. Meanwhile my daughter ********************* got ill and had to be rushed to the emergency room with high fever, dehydration etc. It is duly noted with Novant Health emergency room. As of 29 May 2024 there has yet to be an ac unit replacement as was prognosed by a technician who came out after 3 days. Priderock capital management and its company are negligent and complacent as to resolving my problem.

  Business response

  05/30/2024

  Good morning *******,

  I am sorry to hear that you have experienced an issue with your HVAC unit. I see that a work order was entered at 3pm on 5/24 via the resident app. The maintenance team provided a portable AC unit on 5/25 that cools the unit at a similar capacity as the permanent *** unit that is affixed to the wall. On Monday 5/27 the *** unit was assessed and determined to need replacement. That same day, a new permanent *** unit was ordered and is scheduled to be delivered to the maintenance team for installation no later than 5/31/2024. Due to the Memorial Day holiday, supply chain delays prevented the unit from being delivered any sooner. The portable unit does cool your apartment efficiently, it is just mobile and not a permanent solution.

  Customer response

  05/30/2024

   
  Complaint: 21777394
  
  I am rejecting this response because: the portable unit does not provide sufficient air flow as the stationary and two, my 8 month was in the home at the time and had to be rushed to the emergency room because of heat exhaustion, high fever and the heat in turn caused pungent odors from pesticides sprayed in the apartment days before. My only acceptable offer is for the company to forego June 1st upcoming rent. 
  
  Sincerely,
  
  *********************************

  Business response

  06/12/2024

  PRCP-NC ********** Lofts I, LLC
  *************************************
  ********************
  
  
  
  June 11, 2024
  
  Re: Complaint ID # ********
  
  Better Business Bureau
  4411 Beacon Cir.
  ****************************
  
  Dear Brea L,
  
  It is always disheartening when a resident encounters a maintenance issue in their home. However, when it does occur, we strive to make repairs as quickly and efficiently as possible. 
  
  With this resident, Mr. ********** he entered a work order using our online portal late in the afternoon on May 24th.  The work order simply stated AC is just a fan.  No air conditioner. This work order was not seen by the office until the following day, when Mr. ********* also called the office to notify us that the **** unit was not cooling.    As it was a Saturday and a holiday weekend,we would not be able to source a new A/C unit until Tuesday, May 28th.  In the meantime, we made available a portable ****** BTU A/C unit which is adequate for cooling an apartment of 500 square feet which this resident occupies.  The resident utilized the portable A/C unit during the time his wall unit was not cooling properly. A new wall A/C unit was installed in the residents apartment on Thursday, May 30th.  
  
  At no time were we aware that the resident was uncomfortable.  The portable A/C unit was working properly and of adequate size.  Although the days were warm the nights were cooling down to the high 60s.  If at any time we were aware the resident wasnt comfortable we would make available our model apartment for his  use.
  
  Again, I am sorry that Mr. **********experienced a maintenance issue, but I do feel the property acted quickly and provided appropriate intermediate resolution during this period.
  
  
  Please let me know if you need additional information. 
  
  Sincerely,
  
  
  *********************************
  Senior Regional Director

• Initial Complaint

  05/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been living at ************************************ in norcross GA for almost four months and not one day my ** unit has worked. We have filed complaint for maintenance service many times since we got here and they have tried to fix it two time with both guys ending with the conclusion that the ** unit needs to be replaced and cannot be repair, about 8 weeks ago we were told by a manager that a new ac unit was already order, I made a new complaint order two weeks ago because they dont call to give us updates or anything and they send a different service guy to try to repair the ** , he also said the ** could not be repaired and needs to be replace. We are now having temperatures above 80 degrees inside my apartment, we have talked to all employees including managers and it seems like they dont care to fix the issue. Im very frustrated with this situation because Im currently going through a high risk pregnancy and it is very hot inside the apartment, to the point that I cant even cook anymore because the temperatures are not tolerable, none of my windows have screens so I cant even open them without flies and mosquitoes getting inside my apartment. As tenants , we have been doing our part by paying our rent on time but this complex management has not been responsible on their end. what they are doing is inhumane and no one should be living in this conditions and they should have never lease an apartment that they knew the ** was not working prior to us signing the lease contract.

  Business response

  06/20/2024

  Thank you for reaching out. The **** has been replaced and is working at this time. 

  Customer response

  06/21/2024

   
  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

  05/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I have lived in the 2900 Lux apartments for over a year when my lease was up in march i asked to transfer units because I have 5 people in a 2 bedroom 1 bathroom and it has become very hard for everyone to use the restroom and shower with just one restroom. I was told they werent allowing transfers. Than i seen another open unit that fits my family size was told 1200 to transfer with the 1200 going towards nothing. Being desperate for more space i agreed to the ridiculous amount just to change to a bigger unit. Than i was told my lease had to be up. This is not my first apartment I have never herd in my 32 year any of these outrages stipulations. I reach out to tenants right to find out if this is legal. I was going to give a 60 day to move and have to pay a buy out option which i was informed was not a smart decision as all i have been requesting is to move to a bigger unit which is more money i have never been late on my rent but and becoming depressed and my anxiety is through the roof i do have a registered emotional support animal that my therapist assigned me to deal with my anxiety but this is causing me many episodes and i may have to even request fmla from work as i am feeling really closed in and defeated as i am not asking for a hand out i am asking for a better living situation so me and my family can function properly. I already complied with the first year than was devastated with i couldnt transfer. I really like my apartment and the maintenance workers are amazing. The office staff seems a little unbothered by things but that could be how they have to be to deal with their job not sure i stay out of there if i can help it as i am not one who continuously complains but this is my last attempt to save my Sanity.

  Business response

  06/11/2024

  ******************** and her 4 occupants moved into apartment ****** on March 1, 2023.  She signed a 12-month rental agreement to expire on February 29, 2024, with a full month rent free contingent that she fulfills the full term of the rental agreement.  In December of 2023 ******************** was sent a renewal notice advising her of her lease expiration and renewal options.  On January 8, 2024, ******************** signed a renewal agreement beginning March 1, 2024, and expiring on February 28,2025.   After ******************** signed her renewal contract,she than requested a transfer and was advised of the $1200 transfer fee.  She declined the transfer at that time.  However, if ******************** would like to transfer,we would be happy to accommodate her. However, if she decides to transfer, she will be subject to the $1200 transfer fee the same as anyone else would be.

  Customer response

  06/11/2024

   
  Complaint: 21746727
  
  I am rejecting this response because:
    It is in accurate i requested to transfer before renewing and was told no transfer were allowed and i figured you guys would try to pull a fast one so i took it upon myself to reach out to neighbors one in particular has documentation she transferred and didnt pay 1200 yes her lease was up which is understandable. My lease was up when i requested my first transfer i only renewed after being told i couldnt transfer but I would never pay ************************************************************************************************************** my life and no wonder people are going around asking others to join in on a law suit makes sense now I can not wait for my lease to be up. This company makes up rules how they see fit even when your lease is up you will make up lies about not being able to transfer than as son as a person renews oh we are doing transfer agains the lies being told are so unprofessional. I said what i said and stand on that heck i really dont have to say much about a company that cant even get a rating on BBB 
  Sincerely,
  
  *********************************

• Initial Complaint

  05/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I moved to **** at ********************************** on 03/06/24. I signed the lease and gave them the deposit and I was provided with 2 keys for the door and a mailbox key. About a week after I moved in, I found out the they gave me the wrong mailbox key. I advised the front desk and was told by an Armon Speed on three occasions in March that the right key will be provided. It is now 05/21/24 and I still do not have they key to my mailbox. I don't have access to my federal , state, or local mails.

  Business response

  05/23/2024

  **** at ***********
  **************************br>***************************
  
  
  
  
  May 23, 2024
  
  Re: Complaint ID # ********
  
  Better Business Bureau
  ****************
  ****************************
  
  Dear Brea L,
  
  I am sorry, our resident, ********************************* at our **** at ********************* community experienced a delay in obtaining a working key for his mailbox.
  
  I have spoken with the team (including Armon Speed) that interacted with ************************. Sadly, this was a misunderstanding between the office and maintenance which caused the delay for this resident. After reviewing this complaint, I have shared some best practices with the team on how to handle requests going forward for this and all residents.
  
  I have been assured the resident was provided a working key today. I have since sent ************************ an email to confirm this and I am awaiting his reply.
  
  Comments such as this help shape our training efforts and trust we will do a better job going forward.  For ************************, I am sorry we fell short on your request, but trust the request to provide a key to his mailbox, has now been fulfilled.
  
  Please let me know if you need additional information. 
  
  Sincerely,
  
  
  *********************************
  Senior Regional Director

  Customer response

  05/24/2024

   
  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

  05/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Greetings, You all promised me a check of $100 to be mailed to me and now you all are ignoring me and failed to uphold your promise. I am sure you all dont want to hear from me but each day I check that mailbox its no check of $100. Thats all Im asking for do to the inconvenience you already cant help me find a place let alone pay the $2,000 for me to move elsewhere in which this was NEVER my plans. You all dropped the ball and will need to own up and let me know when I am to expect a check. Overnight me a check and stop ignoring me it has been over a month.

  Business response

  05/17/2024

  Hello - He reached out to the corporate office, and the regional manager was in touch with ****************** promptly. At this time, *************** has resolved his complaint. 

• Initial Complaint

  04/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On February 7th, I sent an email providing my 60-day notice to vacate, as I was planning to move out. However, after a call from *********, I decided to stay and was promised a smooth transition to another unit. Unfortunately, this decision has led to a series of frustrating and unprofessional encounters with your management team, including ******************************, and ******.Furthermore, during my interactions with ********* and *****, I was met with hostility and rudeness. *****'s aggressive behavior and *********'s failure to follow through on promises have only exacerbated the situation. On the day of my move, I was left waiting for hours for the keys to my unit, only to find out they were not ready as promised.Moreover, the handling of maintenance requests has been subpar. I have open work orders for issues like a ***** stove, broken blinds, and a leaky AC unit that have yet to be resolved.Additionally, I must address a serious accusation made against me in the form of a 12-month ban from the leasing office. This ban was based on alleged aggressive behavior, which I strongly refute. I believe this ban is unwarranted and may have been influenced by personal biases.I am deeply disappointed and frustrated by the lack of professionalism and respect I have encountered during this entire process. As a paying and responsible tenant, I expect better treatment and resolution of these issues.** portions of the email that I sent to ****@ ************** which is not the corporate office for ********** in *********. The Manager ********* gave me incorrect information**

  Customer response

  05/15/2024

  Hi, 

  I wanted to have this complaint updated as resolved. I spoke with a member of their local corporate team and all of my concerns have been resolved. If you could please remove my complaint from your site that would be much appreciated.  

  Kind regards, 

  ****

• Initial Complaint

  04/20/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  ******************************************************************. Buildings have visible holes in the roofs. Raccoons are living in people's ceilings and leaving pee and p*** stains on ceilings. For what people pay monthly here this is completely unacceptable. Please do something about this complex and about this management company. Or direct me to someone who can. Thank you.

  Business response

  05/22/2024

  Hello, 

  Repairs were made and have been corrected previously. 

  Thank you!

• Initial Complaint

  03/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I have been waiting for over almost months for a credit to be issued as I over paid my rent. Also the company had illegally kept my deposit.

*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. ↩