ComplaintsforPegasus Residential LLC

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The below email is the basis of my complaint:******** ****** <*********************>Jul 6, 2024, 2:00PM (2 days ago)to ***, bcc: me Greetings,I desired to update you regarding the professionalism of your maintenance person. ****************** came by during Saturday morning with unidentified plumbers in an unmarked van stating they were plumbers. I gave them all booties to enter. One of them entered and looked around. ****************** stated that he would come back with an update and never returned with an update. In fact, he knocked on my door two minutes before the "plumbers" appeared. This is the second time that I have not received notice before a third party service was rendered. In fact, two weeks ago when he snaked my sink and tub he left a mess for me to clean. He is a nice guy but I don't know if he has been taught how to render customer service which is why I did not complete the customer service questionnaire lately. I am utterly with the latest jobs completed by him and I am still waiting for him to replace my son's faucet that has been leaking since June 22. Also, there is a hole in the wall from Friday and leaking in the wall in the pantry. Please advise.Best Regards,************************* My foyer closet is torn apart along with water damage in that wall and the adjacent laundry wall. The maintenance diagnosed it as the condensation log was clogged and it was cleared ; however, is the **** system connected inside the walls? I am requesting a certified plumber, not unidentified people in unidentified vans to diagnose the problem effectively so it will not happen again. I have items that are sitting on my porch that have been misplaced because of this issue for a week and I am still waiting on the faucet replacement (leaking faucet) that was submitted as a service request for two weeks.

  Business response

  07/23/2024

  The apartment has moisture intrusion from a clogged condensation line.  The line was clogged in the unit above this residents apartment.  We had a certified plumber come in and inspect the unit to ensure there were no other leaks that could have caused the water to leak in this apartment.  They confirmed that this was due the condensation line leaking.  We also had our painters come in and repair the walls the needed to be cut out and they were replaced with new drywall.   We also had to remove carpet and padding in the areas that suffered water damage.  The resident received new vinyl flooring in the places we removed the carpet/padding. Both our maintenance supervisor and I have spoken with the resident to makes sure that repairs were to her satisfaction. The resident confirmed that all was taken care of and even commented on how good the floors look with the new vinyl. The service request was completed and closed.  

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello,My name is ****** ***** and I am a resident at ******* at *************. I have been in constant communication with apartment management, maintenance, and other staff regarding a serious mold issue that has been putting the health of my family in jeopardy. I have formally requested back rent via Better Business Bureau complaints, but was told to email directly.Simply put, we reached out after finding mold on May 18th and the issue was not addressed to the fullest extent and a pipe from our hot water heater ruptured a few weeks later after maintenance told us that they would return to resolve the leak causing the mold. This never happened until the pipe burst, pouring hot water everywhere. It takes ***** hours for mold to spread, and it undoubtedly did. A few days after the water damaged our apartment, we began to find mold everywhere. We tried to turn the air on, but it was still broken from when maintenance had not fixed it last fall. Because of this, all weekend, we were told to live in a hot, humid, and mold-filled apartment until they could come and take a look at it Monday. (The mold was found everywhere on Friday, and they sent someone out to temporarily fix the ac- it did not work and fans that were on to attempt in cooling off the apartment just spread the mold spores everywhere). Apartment management came in on Monday and knew immediate action needed to be taken.We are formally requesting 2 months of back rent. We have to throw away most of our furniture. Personal items have been absolutely ruined due to negligence of staff and their inability to respond to health-compromising issues at a timely pace and prioritizing level. It feels even more unfathomable that we were essentially told to put our health aside wait until the next business day when this was happening at such an extreme level.If our request is not met, we will be responding with legal representation.****** *****

  Business response

  07/03/2024

  
  Dear **************,
  
  Thank you for reaching out regarding your recent concerns regarding the issues in your apartment at Reserve at **************
  
  Upon reviewing the situation, we understand the distress caused by the recent incidents. Our records indicate that once we were made aware of the situation, our team responded promptly to address the issues with the hot water heater and the air conditioning unit. However, we did not find any record of a work order from May 18th indicating you making us aware of an issue in writing as outlined in your lease agreement. 
  
  We regret any inconvenience you experienced however we feel our management and maintenance teams took immediate action upon being informed of the situation by not only placing you in a guest suite but also transferring you to a new apartment rather than waiting for your apartment to go through remediation. 
  
  Regarding your request for reimbursement of two months' rent, we are unable to accommodate this request. Our team is committed to promptly addressing maintenance concerns as they arise, and we have taken steps to prevent similar incidents in the future.
  
  We appreciate your understanding in this matter. If you have any further questions or need additional assistance, please do not hesitate to contact us directly.
  
  

• Initial Complaint

  06/27/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  We lived in the meridians apartments until 09/15/23, it was the most horrendous experience we could ever had, we thought that after signing a DNA with Pegasus and moving out our problems with these awful people were gone, but thats not the case.After trying to apply for a new home we just found out me and my husband have a DEBT ON COLLECTION from this awful apartment community and everything on the hands of this awful group named PEGASUS. When we moved out and after handing the signed DNA we paid the amount of rent due on a check for $667, and now it seems this money its gone. I need someone to reach me back as soon as possible.

• Initial Complaint

  06/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Property manager is unresponsive to the extent that it is costing me more and more money. Had to call corporate and fill out the contact form, no response. When you call corporate, the autodialer does not read responses correctly so it intentionally sends you in a loop. The more I learn about Pegasus, the more its clear why both former tenants and former employees have sued. If you dont actually want to actually run the buildings you buy, then please sell them. Youve caused enough harm as it is

  Business response

  07/01/2024

  The complainant was notified of the non-renewal of her lease and was required to vacate the property by May 21, 2024. Despite this, she has not vacated the premises and is now in holdover status. We have been attempting to terminate the lease with the complainant, but she continues to reside at the property, leading to an increasing balance each month.

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Hello, my hot water heater went out May 26th. I was unable to reach the apartments staff on May 27th to report the issue due to Memorial Day. Therefore, I reached out on May 28th to report the issue. I reached back out on May 29th because maintenance did not come check out the issue even though I submitted a service request. He finally came May 29th and said a new hot water heater would have to be ordered and he would notify the staff to submit to corporate for approval. I called the next day to see if there was an estimated time of arrival. Over the next few days of me calling, I was told that it still needed to be ordered. On 6/4, I was told the truck did not bring the hot water heater so it would need to be ordered again but usually comes the next day so they would have maintenance install it on 6/5. As of today I have yet had a new hot water heater installed. I called the office today and spoke with someone named *** that was very rude to me. She stated that wouldnt you think it would be installed if we had it we will update it once we have it. I feel like that response was unacceptable given as long as I have waited. I am formally requesting a resolution to this issue before the week is over or I will pursue legal matters given that I pay my rent on time every month on time.

• Initial Complaint

  05/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  There is mold all the time, everywhere There have been multiple floods in the apartment and refused to do anything for it until we showed a video of the moisture meter Sewage backs up into the bathtubs

  Business response

  05/20/2024

  Hello,

  Thank you for expressing your concerns with your apartment. We are sorry to hear that you experienced issues in your apartment. The work orders we have on file for your apartment have been resolved. If you are still experiencing issues in your apartment, please put in a new work order and we will happily resolve this for you. 

  Thank you!

  Customer response

  05/20/2024

   
  Complaint: 21726430
  
  I am rejecting this response because it has nothing to do with work order's. It has to do with the safety hazards and not repairing things, when there is a work order. The work order emails come in and say that they have been completed and they haven't. The flood situation was handled very poorly and it took me to complain to get anything "done" about it. Speaking with all my neighbors, who had the flood worse than we did has not had any response on fixing anything, like the flooring and the carpet. The rejection is also because your maintenance is not fully trained on how to use chemicals in the apartment. The dehumidifiers and the fans made it where we had to stay in a bedroom all weekend. They offered a hotel for three days, at $150 a day and we were unable to find that due to it being a weekend. The business has asked me to sign a NDA in order for me to be released from my lease.  Sewage issues, water in the sheetrock issues, the lying saying that when the moisture meter was done by staff it was fine but it took us doing it on video with the moisture meter for the business to do anything about it. My son has severe allergy issues, which was known the minute we moved into this complex and these types of issues sets him back and makes him ill, which was spoken about before when the roaches were everywhere and the sewage in his tub, and also the chemicals that were sprayed all over his toiletries and his clothes/bed, and also everything in my kitchen. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  05/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Today I came home and my apartment was warm. I went to the thermostat to turn on the air and it was inoperable. I called in an emergency and was texted a message that the maintenance supervisor would get to it in the morning. It is 80 degrees at this time and he stated he was the only maintenance person assigned to this property. I have lived at this property for almost eleven years and it always had at three maintenance engineers on the property. This is unacceptable as a residential property to be undermanned in case of an emergency. I also will report this incident to the City of ******.

  Business response

  05/14/2024

  Thank you bringing this our attention.  Since the complaint was filed, we have issued a credit to your account ledger, for the out-of-pocket expense for the fans you were forced to purchase.  At the time, the maintenance tech answered the call; he stated that lines were frozen, and he was not able to service the system until it thawed.  He returned promptly to your apartment in the morning and repaired the system.  All system should be cooling properly now.  Should there be future questions or concerns, feel to contact the Property Manager on site.  Thank you, ******************** Team 

• Initial Complaint

  04/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I rent an apartment with a friend in 2020 to 2021.Broke the lease and we pay for the breaking lease amount, however, I am trying to rent an apartment and unfortunately is still stays. I have a balance due with the other apartment. I called the apartment complex last week, but they are a new ownership. They told me that they can help me because it has to be the old ownership which is. Pegasus residential. His people I have tried call them I have tried leaving voicemails. I have tried to leave emails and no one has reached me out. I need to rent an apartment ASAP.

  Business response

  04/29/2024

  We have reached out via phone to discuss but were not able to reach you. At the time of our call, the phone was not taking incoming calls. We have reached out via email. 

• Initial Complaint

  04/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Many interactions occurred in my living headquarters, at ********************************************************************, when the property was purchased by PEGASUS RESIDENTIAL, in the middle of my lease. Ive experienced a multitude of prejudice, lack of cleanliness in our living quarters, losing many packages and misplacing mail intentionally and constantly being ignored, even hung up on when calling for assistance from management. I have documented these things by email and sent to management,. They even reported falsely on my credit report as a retaliatory act against me. In two years of living there, I had not paid rent late, and when leaving i gave a 30 day notice, that they decided to retaliate and report money I owed, which was a false statement, My attorney contacted them asked for the legal representative, and was sent incorrect contact information, and never responded to follow **** Its been the most unprofessional environment ive experienced, and many violations. I didn't renew my lease because of the environment they created that many tenants have experienced,

  Business response

  04/19/2024

  Hello,

  Thank you for your feedback. Pegasus no longer manages this community as of September 2023. The property's legal representation has been provided to your attorne. Please call our corporate office if you would like our attorney's information again. 

  Thank you!

• Initial Complaint

  01/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January 17 the fire hydrant which was connected to pvc piping and wire rigged around it froze and broke open and burst and damaged my car door and flooded my car! I have pictures of where the fire hydrant was rigged up with wire. I called the fire department they said nothing is suppose to go on a fire hydrant at all nothing is suppose to be connected to it. So I went in the leasing office at **************** and he was really nasty about the ordeal and wouldnt help me, he put me out of the leasing office with the captaincy of the fire department on the phone. The captain told me to keep the piece that came off and hit my car. I did. They are responsible for my car because now I have a electrical problem because my car was flooded. He is a bad property manager when you talk to him he gets sassy at the mouth. He told me to call my insurance company. They said its not collision claim. So he said call my renters insurance which I did and it occurred outside the home not inside the Home. The fire captain said if I needed something in writing or if He needed to speak with someone then he would tell them they are in the wrong. Mr ****** the property manager said the fire department told him it was ok. It is illegal to hook anything up to a fire hydrant any type of plumbing or piping. Therefore **************** Pegasus residential is responsible for destroying my property and rigging up this fire hydrant like it is. They said they wont communicate at all. I told them I would get an attorney and they wont speak to me at all so therefore I need help Pegasus residential needs to help me!

  Business response

  01/29/2024

  Hello,

  Thank you for making us aware of this incident. Please reach out to ***************************************** to discuss next steps. 

   

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