ComplaintsforPegasus Residential, LLC

• 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,
  
  *****************************

• Initial Complaint

  01/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  For several months, as a resident of the Hawthorne Gates community, in ******************, **, which is managed by Pegasus Residential, based in **********, **, I have been subjected to constant noise violations that are being produced by the resident located directly above my unit. I am in apt. 104, and the offending unit is apt. 117. My communitys Property Manager nor any executive at Pegasus has addressed or resolved this ongoing issue, which must result in nothing less than an eviction of the offending tenant.

  Business response

  01/10/2024

  We have received this concern in regard **** in Apt 104 & the disturbance he has reported from the resident residing above. We have requested recordings & other documentation that demonstrate the disturbance. **** has been unable to provide any recordings or documentation. Until we receive that there is no legal path we can take to address his issue. We inspected the subfloor in the unit above as well as to tried to recreate the disturbance. Our findings included normal apartment living. We have also provided other alternatives to **** such transferring to another apartment and releasing him from his legally binding contract. At this point our hands are tied until we are provided other documentation. 

  Customer response

  01/11/2024

   
  Complaint: 21082658
  
  I am rejecting this response because:

   

  Pegasus Residential has not provided a viable or realistic resolution to the daily noise disturbances. There is no way that I can provide documentation or a recording, as the noise is unpredictable and intermittent. I would have to run a recording 24 hours a day to be able to capture audio of the noise, which is not a realistic or acceptable request.
  Furthermore, a move to another unit on the property is also not a viable alternative, as Pegasus has stated that they will not pay for the expense I would incur to move to another location within the community. I should of course not have to pay for such expenses, as this noise issue is not my fault. 
  Lastly, the release of my obligation for the remainder of my current lease is not an alternative, as I am presently unemployed, and unable to gain approval at a different apartment complex in the area.
  
  Sincerely,
  
  *********************

  Business response

  01/23/2024

  At this time there has been no chance with regard to the noise complaints. We have not received any substantial evidence to take action against the upstairs neighbors. We are happy to review any evidence presented should **************** provide it. 

• Initial Complaint

  12/26/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have been here for over 1.5 year and this is my 2nd year of lease. Ive always paid rent on time and been an excellent Tenant. *** had a few issues for home and I always had to be the one to follow up and at times it would take weeks for them to resolve the issue. Recently due to personal life changes, Ive been In a position where I cant financially afford to pay through the end of the lease. I let the leasing office know 3 months in advance and they dont cooperate or waive off the 2 month rent penalty policy on any basis. No one at the corporate answers. Multiple Voicemails left. No one reached out and Im in such a bad situation. No one has been helpful.

  Business response

  12/28/2023

  Dear **************, 

  We are sorry to hear that you are going through a rough patch in your personal life currently. Your lease states that you must give a 60 days' notice and if you are breaching your lease, there is a 2-month penalty for doing so. Unfortunately, we are unable to waive or reduce those fees. You have been told this by the property manager as well as the regional manager. 

  If there is anything further you need, please let us know. As a reminder, make sure we have a forwarding address for you, before vacating the premises. 

  Regards, 

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

  Customer response

  01/03/2024

   
  Complaint: 21058768
  
  I am rejecting this response because:

  No one has been responding to any of the calls or Voice mails which they promise to return within 48 hours and the 2 month Rent Penalty clause was sneaked in at the lease renewal without any warnings after the takeover. I was also notified of zero help by the manager after I had to walk in several times to follow up. 
  
  Sincerely,
  
  *************************

  Business response

  01/05/2024

  Hi *******,

  I have followed up with you multiple times regarding this request.  Your lease, that renewed on 5/14/23 states that you must give a 60 days' notice and if you are breaching your lease, there is a 2-month penalty for doing so. Unfortunately, we are unable to waive or reduce those fees. You have been told this by me, as well as the regional manager.  As a reminder, make sure we have a forwarding address for you, before vacating the premises. 

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

• Initial Complaint

  12/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On December 2, 2023, *************************** and ************************* submitted an application for an apartment at ********************* at *****************, *******************************************************************, which is managed by Pegasus Residential. We paid a total of $470.00, which included a fee of $300.00 to hold the apartment for a move in date of January 12, 2024.On December 2, 2023, *************************** and ************************* received an e-mail from Real Page stating that we were preapproved with the following conditions: Receipt of payment, Proof of ************************************************************************************ full, and additional fee of half month rent. Attached hereto.On December 4, 2023, ***********************, who is our Community Manager at our current rental apartment, provided proof of positive rental history for the last 18 months. Attached hereto.On December 4, 2023, numerous phone calls and an e-mail was sent to *********************, which went unanswered. Attached hereto.On December 7, 2023, ***************************, who is a leasing agent at ********************* at *****************, called *************************** and stated that we had debt from ********* Apartment for $590.00 and *********** for $440.00. We lived at ********* in 2017. We will be disputing this debt with ******************** and *********** and Equifax. *************************** told us we were not entitled to a refund of our payment of $470.00 because the 72 hours expired. ******** and other agents at ********************* never discussed this disputed debt within the 72 hour time frame. ******** told us that the debt showed up on December 7, 2023. *********************** Manager ********* told us the debt should have been discussed earlier and not on December 7, 2023, which was past the 72 hours, which is past the time frame for a refund.********************* deviated from the 18 month of positive rental history criteria by using debt form approximately 6 years ago, which we are going to dispute. We were treated differently and they are keeping our money.

  Business response

  12/18/2023

  This person had not requested a refund from our property. We were under the impression they would be paying the debt. The refund has been processed and back-up is attached

  Customer response

  12/18/2023

   
  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

  12/01/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I inquired about a apartment for my son He did the application; the leasing agent said there is a DISCREPANCY. The application was denied. My son received a vague email with no explanation. We called for 2 days without a response. I visited the property again to determine it, I was greete, with a standoff leasing agent. Who blatantly said she couldn't release any information to me before I could even explain that my son is in **********, I called my son to rectify this situation. She stated the verification system used scanned his driver's license, and his name came in His name is correct on all documentation . She continues to argue stating she can't accept his driver's license. He offered to email/fax/rescan and even video call her to show proof, and she DECLINED. She refused to listen or except any type of verification he offered. He asked her to contact his employer to validate his employment and semi monthly pay and his LEGAL NAME. Then she stated his work hours are incorrect and that he can't work over 80 hours per pay period anything over is overtime. He EXPLAINED to her he is NOT PAID BI-WEEKLY, and he is paid SEMI-MONTHLY, and his time is pay period. He averages 110 hours per pay period which is 13 to 17 days per PAY PERIOD, so depending on the cut off date of the pay cycle for the 1st and 15th if OVERTIME IS NOT worked within the 1st part of the work week it carries over as regular pay so he averages 110 hours per pay period It's a regular work period . She kept saying per *****, anything over 80 hours is overtime. He lives and works in ********** and wants to move back to *****. The leasing agent is just rude and refused to provide any assistance or even a refund due to the system error that transposed his name upon intake. I am asking for assistance in this matter as soon as possible due to her rudeness, defiance, and reluctant and uneducated knowledge of semi-monthly pay periods, and refusing to accept his GOVERNMENT ISSUED DRIVERS LICENSE.

  Business response

  12/04/2023

  Please provide the property name and applicant name so we can better assist. 

  Customer response

  12/04/2023

  Application Name: **** D'********************************* Williams 

  Property Name: ********************* 

  Business response

  12/15/2023

  Pegasus Residential is not the management company for *************************************. 

  Customer response

  12/17/2023

   
  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

  11/16/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  NUMEROUS.in regard to Cottage Grove Apt in ************, ** I call, email & stop into office to request service request & NO one ever arrives to fix anything.i have 2 emails where the ************* states they are too short staffed & busy to assist ( NOT TOO BUSY TO CASH MY RENT PYMT THOU).Since January 2023 my rent amount has fluctuated ( THIS SHOULD NOT OCCUR ).Would also like to know what my processing fee is paying for ( CANT ASK CAUSE THEY ARE TOO SHORT STAFFED TO ASSIST).Also why did the processing go up $5?I also called the Pegasus could not get a hold of anyone.

  Business response

  12/04/2023

  Hello, please see the attached screen shots. There are no pending work orders in the system for **************. Everything that has put into the system has been completed. She kept asking for weather stripping for the door which was replaced. 

   

  Thank you, 

  Customer response

  12/04/2023

  Good afternoon;

  "NO" I am not satisfied with the response.

  No is available for assistance & emails are sent out from the Apt  Ofiice stating they are busy & understaffed.

  the Apt Mgr told me verbally on the phone to use the portal to request maintence & they never arrived. Then the Apt Mgr states NOT to use the ***************** getting survey request on the maintenance that was NEVER done.

  pest control is something that needs to be be DONE regularly, & my unit is not done regularly as per my request.

  MOST of all , why is my Rent fluctuating, see below

  ******* on 11 6 23
  1140.21 on 10 5 23
  1117.08 on 9 5 23
  1135.51 on 8 7 23
  1144.01 on 7 7 23
  1171 MONEY ORDER on 6 1 2023
  1073.55 on 5 3 23
  1075 MONEY ORDER 3 31 23
  1070. MONEY ORDER on 3 4 23
  1125.48 on 2 6 23
  1054.95 on 1 4 23

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

   

   

• Initial Complaint

  10/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My biggest issue has been the dereliction of duty with property management. There have been a slew of issues I've had to address and this is just the latest one. ******************* (under Pegasus Residential) recently signed something with TICO for an insurance waiver program. Those that wanted to opt out had to provide a pdf of their renter's policy to waive the ***** a month fee. When I reached out to ***** ******* (who is my property manager) a month ago about TICO, she did not respond back. I was confused about it and there was no proper explanation except a vague email. Finally yesterday I sent another email and she responded today with the aforementioned TICO issue. I did what I had to do and **** confirmed it was accepted but ***** did not want to remove the fee. Then, when I tried to pay my rent, not only did they tack on the ***** fee, it went from **** to ****. And no one answers the phones at any office and they lock the doors to not speak to residents. When you email, you get late or no responses and it feels like they are more for profit than the livelihood of the residents. And I'm at the point where I want to take legal action. So I'm here to ameliorate the situation even though I know that the people who work there are just not qualified to do their jobs. And it's SUPER frustrating and really drains the energy. They just don't like interacting with residents. So why are you working somewhere that requires you to use interpersonal communication skills if you don't have any? I'd like for my rent to be fixed and the fee of ***** to be taken care of. And I want these employees to pick up the phone, do their jobs and educate themselves with the tasks they are required to do. And if they are not qualified, Pegasus should hire someone that is qualified to do so.

• Initial Complaint

  10/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is an apartment complex which I have been living in for 5 months now. Upon move in, my dishwasher didnt work, my cabinets were falling off the wall one of which fell on my head, and the water dispenser and ice maker on my refrigerator was broken. I submitted maintenance requests in but nothing has been fixed. They advertised their pet fees on their website and charges me for 2 pets when I only had 1. In addition, ******************* the property manager here at the District has been extremely rude and unprofessional when I mentioned these things. She gets angry very quickly and will not calmly cooperate with my needs. I also had my car broken into in the parking lot right in front of my unit, and when I mentioned it to ***** she brushed it off like it wasnt a big deal. I have **** dollars worth of damages to my car and I have not been able to get to work on time due to me and my girlfriend having to share 1 car. In addition, ***** is trying to force me to pay her **** dollars to move out and will not compensate for any of the problems we have had. Staff in general is very rude and unwelcoming.

  Business response

  10/30/2023

  In regard to the work orders - Ive attached the history of work orders for this unit as well as the inspection report which was signed by both lease holders at time of move in. There were no issues listed on the inspection sheet at the time of move in. **** (leaseholder) placed a work order for the ice machine on June 6th and our team repaired it the following day. The second work order reported by ****** (leaseholder) was for the smoke detector which was reported to us on August 4th. This was completed the following day. The third work order was placed on October 9th by *******************, property manager, when **** came into the office to report these issues. When maintenance tried to enter they were denied access by the residents because they stated they were moving out.The residents never reported issues to us about the other items listed until October 9th and they denied our entry and would not allow us to make any repairs.

  Regarding the pet fee - Ive attached a quote before they applied, as well as their signed lease agreement and their pet addendum which outlines the price they were charged and paid. Additionally, on their leasing application they listed that they did not have pets. Our property website does not list the pet fees, **** found a $300 pet fee price listed on a third-party website that we do not manage. Since then, we have reached out to that company to revise the fees. You can see on the quote sent to them, to which they applied, it clearly states our pet fees and pet rent. 

  In regard to their vehicle break in - We completed an incident report which is our standard practice and notified our courtesy officer to keep an eye out on property for any suspicious activity. We encouraged the residents to file a police report and contact their insurance company. We do not guarantee a crime free community, as crime has no address. We were very sensitive to the fact that this was a stressful situation and handled it with the utmost care and assisted as best we could. We refer criminal matters to the authorities.

  Regarding the move out - The lease agreement signed by the residents ends on 8/5/2024. The residents decided to terminate their lease early and was given two different options for terminating their lease. They chose to pay rent until the apartment was reoccupied or until their leases ended whichever occurs sooner. This was an option that the resident chose. They also had an option to settle their lease and pay a termination fee equal to two months' rent. 

  At this time, there is no money owed to this resident. All items were attempted to be addressed, and they chose to terminate their lease early. 

*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. ↩