Complaints

• Initial Complaint

  05/01/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I am writing to file a formal complaint against Pembroke Pines Landings Apartment regarding an incident that occurred during my tenancy. On April 2024, while in the process of moving out as per the terms outlined in our lease agreement and subsequent court documents, my access to the apartment was unlawfully restricted.Despite having a legal obligation to provide access until the agreed-upon move-out date, the property manager, *****, failed to communicate or acknowledge our rights as tenants. Upon returning to retrieve the remaining belongings, we discovered that our door lock had been illegally tampered with, preventing us from accessing our apartment.Furthermore, when we requested contact information for upper management or ******* supervisor to address this issue, our request was denied.I believe that these actions not only violate my rights as a tenant but also constitute unprofessional conduct on the part of Pembroke Pines Landings Apartment management.I am seeking assistance from the Better Business Bureau to investigate this matter and ensure that appropriate actions are taken to rectify the situation.Thank you for your attention to this matter.

  Business response

  05/01/2024

  Pembroke Pines Landings
  10101 SW 14th Street
  Pembroke Pines, Florida 33025
  
  May 1, 2024
  
  Re: Complaint ID # ********
  
  Better Business Bureau
  4411 Beacon Cir.
  **********************
  
  Dear BBB,
  
  I have read the complaint filed by ********************** and believe a misunderstanding has taken place with the resident and staff of Pembroke Pines.
  
  On Friday,April 26th the Manager saw a moving truck at the apartment of ****** and stopped in to speak with the individuals that were moving out and they verbally expressed to the Manager they were moving out.
  
  Our Maintenance Supervisor received an emergency maintenance call on Sunday, April 28, 2024 regarding a lock out for ******.  When he arrived,people were inside the apartment and told him they did not have a key, the window was broken.  Maintenance secured the broken window and replaced the door lock. A key was not provided as the occupants advised the maintenance supervisor they were gone and not coming back. He made a mental note to advise the manager the next day of the comment they were not coming back.  In addition,when he secured the door and window, he noted the apartment appeared to be void of furniture and personal items.
  
  The residents are currently under eviction for non-payment of rent.  On Monday, the 29th of April, someone from ****** came into the office to seek resolution to any negative items that would be reported to the credit bureaus due to the pending eviction.  The manager advised them she would see what could be done and would follow-up with them later.  The following day, she followed-up and advised them if they paid in full and signed a statement indicating they had vacated the apartment she would be able to stop the eviction. It would be reported as dismissed and she could provide documentation the debt had been satisfied.   At this time, they have not agreed to this.
  
  If the leaseholders have not vacated the premises as previously verbally acknowledged,they can meet with the manager and show proper ID to match the lease documents,a key will be provided.  The eviction proceedings will continue until a signed release is provided or the account is paid in full. 
  
  Please let me know if you need additional information. 
  
  Sincerely,
  
  
  *********************************
  Senior Regional Director

  Customer response

  05/02/2024

   
  Complaint: 21651064
  
  I am rejecting this response because: On the day of our departure, after our U-Haul departed from the premises. The Property Manager ***** banged on the door she got no answer. ***** and the maintenance personnel attempted to gain access to the apartment knowing we were no longer there. ***** failed to confirm our departure and proceeded to alter the locks without our knowledge or consent. This led to a distressing situation where we were forced to resort to breaking a window to retrieve our belongings, including vital documents, electronics, and perishable items left in the refrigerator. When  Maintenance arrived he informed us that he called ***** to let her know she messed up because we werent finish moving our things out. We finished moving our things out Friday night & informed maintenance we were finish. 
  
  
  Furthermore, Monday morning we went to the office to meet ***** she informed us that was sick to her stomach the whole week about the situation. the subsequent response from ***** and the maintenance team only exacerbated the situation. Instead of acknowledging their mistake and rectifying it in a professional manner, they resorted to lie to upper management and shift the blame on kids. This not only reflects poorly on the integrity of your staff but also undermines the trust and respect that tenants expect from a reputable property management company.
  
  
  As a responsible tenant who abided by the terms of the eviction notice, I deserve better treatment and accountability from the management team entrusted with overseeing the property.
  
  Sincerely,
  
  *****************-aime

  Business response

  05/02/2024

  May 2, 2024
  
  Re: Complaint ID # ******** (follow-up Response)
  
  Better Business Bureau
  4411 Beacon Cir.
  Palm Bch Gdns,FL 33410
  
  Dear BBB,
  
  I have reviewed the amended complaint #******* and would like to offer the following additional information.
  
  Again, please accept our apologies if a mis-understanding occurred between you and the and the on-site team.  Our goal is to work with all residents and offer the best possible service and solutions with all situations that arise.
  
  As, I mentioned in my first response a key would have been provided with proper documentation (this was never provided).  Based on your communication in this complaint coupled with the verbal confirmation to the team, I will accept that as proper notification of your intent to surrender the premises to the landlord.  I have sent notification to our attorney to cancel further evictions proceedings and a key will no longer be available if you decide to return.
  
  We wish you well in your new home.  Please let me know if you need additional information. 
  
  
  Sincerely,
  
  
  *********************************
  Senior Regional Director

  Customer response

  05/07/2024

   
  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 if the business decides to keep their word by canceling eviction and handling the situation in its proper manner with truth and dignity. 
  
  Sincerely,
  
  *****************-aime

*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. ↩