ComplaintsforPegasus Residential LLC

• 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. 

   

• Initial Complaint

  01/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The property management company had contractors come into my unit for a small water, damage hole and my ceiling and ended up tearing out about 10 feet of my ceiling in my living room and covered it with black tarp stapled to my ceiling. This occurred in the middle of October 2023 I consistently followed up with the property management company at the front office, trying to find out about when my ceiling would be fixed And I would not have a *************************************************************************************************************************************************************** they would figure it out and schedule it. It was never followed through with Until I reached out again in January *************************************************************************************** which I reminded the front office of the residential landlord, and ******************************* act of ensuring repairs are taken care of in a timely manner, since I had a 10 foot hole in my ceiling for approximately three months and I was paying my full rent amount. It was a large inconvenience to living in my unit with only a black tarp as my ceiling, as well as for the health and safety of my assistance animals and myself. The property management company at the front office. Finally had contractors. Come to close up the 10 foot hole, but still have not finished repairing the ceiling.

  Business response

  01/30/2024

  Hello,

  The hole is closed, it just needs to be painted and sanded down. We are currently having issues finding vendors to paint here at Cottage Grove. We have been working as hard as we can to get this completed. I would like to ask for additional time (2 weeks) to be able to get a new vendor set up to work on the property. 

   

  Thank you, 

  Customer response

  01/30/2024

   
  Complaint: 21161416
  
  I am rejecting this response because:

  This response does not make up for the time period of the end of October to the middle of January when there was a 10-foot hole in my ceiling that was covered with only a black tarp stapled to my ceiling. This is not the type of dwelling of was and am paying to living in. It was not safe having ceiling pieces randomly fall with having assistance animals in my home, as well as myself.  I was continuously being told throughout that time period, due to me continuously reaching out to the front office, that I would be contacted to have a contractor come out and that never occurred for approximately 2 1/2 months. This complaint is not about the painting that needs to be done now. It is about the 10-foot hole that was in my ceiling for 2 1/2 months with nothing being addressed about it when being continuously told about it to management. 
  
  Sincerely,
  
  ***************************

  Business response

  02/07/2024

  These issue if the painting has been resolved. ************** was reaching out to an email that I do not have access to about getting in touch with her. I did respond from another email to her stating that all communications needed to be through that email and only that email. I also emailed asking if she was available for me to call at 4:23 on Monday and never got a response from her. I have meeting and things to attend so I unfortunately have to schedule calls in between the times. ************** wanted us to work around her schedule to get the repairs done. When we are working with vendors and their schedule, we cannot always do so. When a complaint like this is put in with a work order it give us rights to enter the unit. ************** has made a numerous number of complaints in regard to different things within the unit. Being that they are not done on her time it becomes a bigger issue. 

   

  Thank you, 

  ******

  Property Manager 

  Customer response

  02/07/2024

   
  Complaint: 21161416
  
  I am rejecting this response because:

  The provided response has absolutely nothing to do with what I have responded with previously. But if you would like to address that too, under the Fair housing laws, you are supposed to notify a resident when you are entering their unit prior to entering their unit regardless unless it is an emergency in which you did not notify me of ANYONE entering my unit neither prior nor after anyone entering my unit AND the working who entering my unit dripped paint on my couch which I sent you pictures of. BUT, I am referring to the fact that I had to live with a 10 foot hole in my ceiling covered with a black tarp for 3 months with absolutely nothing being done about after reaching out SEVERAL times and being given the run around which is not what I pay for. I would also like to know what other complaints I have filed except for when my jewelry was stolen from my home when I was out of town and contractors entered my home. I have not filed or entered any other maintenance issues because I know they will not be followed up on. The reason I emailed the address I did was because I was never given another email address to send anything to. But regardless, that is not the issue I am addressing here. I am addressing the 3 1/2 month wait that I lived with a 10 foot hole in my ceiling from october to january, regardless of whether it took me filing a complaint with the BBB for you to get it fixed. I should not have had to live with that for 3 1/2 months and taken it to this extent. You are only focusing on what has happened within the past 2-3 weeks, not what has happened since October. 

  
  Sincerely,
  
  ***************************

• Initial Complaint

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My landlord started an illegal eviction process with me and lied about properly serving a three day notice. Attached I have included relevant information. I reached out to them to solve the problem with no reply, A Regional Corporate employee reached out to me and told me they would look into it. However, no mention of ever going into an eviction process was ever mentioned. In fact the regional manager praised me for being proactive about the situation, he took off a late fee and local property management accepted payment of rent and all fees that were originally owed. *************************** is now claiming attorney fees and added late fees that are also to be paid and forcing me to sign paperwork.

  Business response

  01/30/2024

  Subject: Response to BBB Complaint - Resident at Las Marinas
  
  To Whom It May ********************* are writing in response to the BBB complaint filed by one of our residents at Las Marinas. We appreciate the opportunity to address the concerns raised in the complaint and provide clarification on the situation.
  

  The resident's complaint revolves around the December rent payment, which faced complications due to an insufficient fund ACH payment.Here is a breakdown of the events:
  

  On December 4th, the resident initiated the December rent payment, which was subsequently returned by the bank on December 8th due to insufficient funds.
  In a gesture of goodwill, we waived the $150 late fee and promptly communicated with the resident to request payment of the outstanding rent balance.
  

  Despite multiple attempts to reach a resolution and provide flexibility in payment arrangements, the December rent was not received until January 3rd. This led to the initiation of legal proceedings, in accordance with our lease agreement and local laws.
  

  Regarding the legal fees, we are required to recover them as per the *** lease agreement and in compliance with local and state laws. In order to assist the resident, we have offered the option of a payment stipulation or settlement plan to help manage the legal fee of $427.
  

  We want to clarify that no paperwork was forced upon the resident, and our intention is to work collaboratively to reach a mutually agreeable resolution.
  

  We value our resident's satisfaction and appreciate their proactive approach in addressing this matter. If the resident has any further questions or concerns or would like to discuss the payment stipulation further,they are encouraged to contact our property manager or regional manager directly.
  

  We remain committed to resolving this situation in a fair and transparent manner while maintaining a positive resident-landlord relationship.
  

  Thank you for your attention to this matter.
  

  Sincerely,
  *********;*****
  Regional Manager
  
  M ************
  E *********************************
  

  
  

• Initial Complaint

  01/10/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On December 22, I was informed to pick up my keys for Housing at a Pegasus residential committee called *********** in ************** ******** and I was to pay over $1700 a month for rent which included a $50 extra fee a month for a washer and dryer to be put in. I did not move in that day, but I was able to go in the house overnight and I found that the house was not up to standard the lease agreement that I had signed a few hours earlier first of all the shelving was broke. There was no hot water. The light fixture was broke. The cabinets were broke Was black and dirty and the washing machine flooded the kitchen. But yeah, I am forced to pay full months rent and pay for a washer and dryer that I cannot use because it keeps flooding all over the kitchen

  Business response

  01/16/2024

  Hello,
  
  Thank you for making us aware of the issues that were in your apartment after moving in. When you moved in on December 22, 2023, the amount owed was only $308.06, which was pro-rated for the days of occupancy in December.
  
  When the leasing agent took you to your new home, the move-in inspection form was in your move-in folder. This move-in checklist is required to be returned to us within 5 days. As of today, January 16, ****, we have not received this back.
  
  You brought the maintenance items to our attention on December 24, 2023. Once I received permission in writing to enter your home, these items were addressed when you were not in the home on December 28,2023. When the maintenance team and I went in, all the items from the email received in by our office were addressed. That original email did not include the washer as one of the issues. 

  All the best, 

• Initial Complaint

  01/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My furnace gone out twice within three weeks and the last time they couldn't even get it to come on. They had to place me in a hotel for four days after the second time, because they ordered a new one to replace the one broken and it wouldn't get here until after the holidays. I was told on Friday December 29th that it would be Tuesday January 2nd. January 2nd came and the furnace had not arrived, so I had to check back into the hotel on the 2nd. The furnace finally came on January 3rd and I was told they would be putting it in and it should be installed before I get home.When I got home, and walked into my apartment there was heat. I looked in the closet, it was the same old furnace the broke down twice before. I was told by Property Manager TWICE within three weeks in the middle of the night, if they ordered me a new furnace and it has been delivered (which it has) I want them to replace the one in my apartment which is why the ordered it in the first place and stop being so cheap!!!! Being cheap has caused me to have to sleep in the cold TWICE now, I am NOT going go along with this again!!!! REPLACE THE **** FURNACE!!!!!

  Business response

  01/04/2024

   

  Good afternoon ****************, 

  Thank you for taking my call on Wednesday, 01/03/2024.  As discussed, the team was slated to replace the furnace in your home on 01/04/2024.  There was some confusion with the service team and the office on coordinating the replacement.   The onsite has confirmed the unit has been replaced and will be coordinating with you to inspect the unit.  Again, thank you for your patience and understanding. We appreciate your residency and thank you for choosing to make Chapel Creek your home. 

  Best Regards, 

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

   

   

  Customer response

  01/05/2024

   
  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,
  
  *****************************

*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. ↩