Complaints

This profile includes complaints for Preferred Apartment Communities, Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Preferred Apartment Communities, Inc has 95 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Preferred Apartment Communities, Inc

  3284 Northside Pkwy NW STE 150 Atlanta, GA 30327-2282

• 

  Belmont Place

  2825 Windy Hill Road Southeast Marietta, GA 30067

• 

  Green Park Apartments

  2037 Weems Road Tucker, GA 30084

• 

  Solis Dresden

  1350 Dresden Drive Atlanta, GA 30319

• 

  The Drexel Collective

  100 Drexel Point Atlanta, GA 30346

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:01/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Numerous issues I encountered during my tenancy at ********* Crossings Apartments that have significantly impacted my living experience and overall safety and comfort.Initial Move-In Condition: Upon arrival, I discovered the flooring was musty carpet, contrary to the faux vinyl wood flooring.I refused to move into the unit with carpet due to health concerns Forced Relocation: I moved to the original unit across the parking lot after faux hardwood flooring.Unresolved Maintenance Issues:The front door did not latch properly;The toilet was non-functional;The stovetop malfunctioned due to an improperly installed cord, which posed a fire hazard.I had to cook in another unit and carry food back to my apartment.Unauthorized Entry:A maintenance employee entered my apartment without notice, for a non-emergent request leaving my belongings in disarray.Leaking Window and Mold Concerns:A leaking living room window resulted in water damage, stained curtains, and puddles on the floor.The slab on the outside of the master bedroom window was removed for repairs, leaving my bedroom cold and exposing mold.I was informed that my apartment would be tested for mold after the repairs were completed. This not happened, and repairs were completed 1 month ago. Currently, I have two cracked windows with ripped screens and an 8 inch cut in the wall which were not repaired as promised.Flooding Incident:A neighboring units flooding due to unsafe tenant activities affected my storage unit. I spent considerable time inspecting and cleaning my belongings. These issues have caused significant inconvenience, stress, and additional financial burdens throughout my tenancy.I have concerns about ongoing exposure to mold, many problems remain unresolved, creating an environment that is not safe nor habitable.Given the extent of these issues and the lack of timely or adequate responses from management, I believe waiving the early lease termination fee in full is a reasonable and fair resolution.

  Business Response

  Date: 01/21/2025

  Hello ********,
  
  We hope that you are well and appreciate your reaching out to the Customer Support Team at **********************. We are writing in response to Complaint ID ******** received to the Better Business Bureau. We've connected with the team at ********* Crossing regarding your complaint.
  
  After review, the team at ********* Crossing has been in recent communication with you regarding next steps for a desired resolution. We encourage you to continue speaking with this team directly. 
  
  If you have any questions or need any assistance, you are welcome to contact our Customer Support Team directly at *************************** or at ************.
  
  
  Thank you,
  
  Customer Support Team
  **********************

• Initial Complaint

  Date:01/02/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My car was towed from this apartment complex when I was working with a client. I could not see the number on the parking spot when I first pulled into the space. My car was towed 3.6 miles and I was charged $276.50. I did not receive a ticket for a parking violation. This amount is outrageous. This occurred on 11/28/2024 (Thanksgiving)I would like my money refunded or at least half. The apartment complex indicates they are not involved with the amount charged. The towing company (**********************************) inform me it is a contracted rate with the apartment complex. Someone is making a nice profit off this process and in this case it was me!

  Business Response

  Date: 01/10/2025

  Hello ****,
  
  We hope that you are well and appreciate your reaching out to the Customer Support Team at **********************. We are writing in response to Complaint ID ******** received to the Better Business Bureau. We've connected with the team at ********** regarding your complaint. 
  
  After review, it was noted that the District Manager of the community has had a phone conversation with you regarding parking violations at the community and that you had expressed you understood the parking policies of the community.
  
  As a reminder, reserved parking spaces are numbered and parking in these areas is subject to towing and fines. In addition, City Vista has signage posted throughout the community stating that illegally parked and unauthorized vehicles will be towed at the owner's expense and that this policy is enforced 24 hours a day, 7 days a week.
  
  As you were parked in a numbered space that is reserved for another resident, your vehicle was towed, at your expense.
  
  Though contracted with our towing vendor, we do not receive monetary proceeds from their services at any time.
  
  As always, you are free to contact our Customer Support Team with any additional questions. We can be reached via *************************** or at ************.
  
  
  Thank you,
  
  Customer Support Team
  **********************

  Customer Answer

  Date: 01/10/2025

   
  Complaint: 22760809
  
  I am rejecting this response because:

  As I stated, I DO NOT live in an apartment within this community.  I am a care provider providing services to a client who resides there.  I could not see the number on the space when I initially parked.  I do acknowledge a conversation with  management (after I called twice) and am well aware of the conversation.  I never stated I agreed to the towing policy!  
  I have been at this community in the past and have not seen any postings providing information as to where vehicles are towed.  The only way I would have found my car was by the little note stuck under the back windshield wiper of the car in the space where I parked. 

  I am still furious about the charge to tow my car 3.6 miles.  
  And once again, I was informed this was a contractual arrangement between the apartment community and the towing company.  So who is not telling the truth. 
  I am requesting partial reimbursement for this tow.  I really do not care who provides the reimbursement.  
  
  Sincerely,
  
  **** ****

  Business Response

  Date: 01/15/2025

  Hello ****,
  
  We are following up on the rejected response per the Better Business Bureau. 
  
  While we understand that you are not a resident of **********, you were parked in the numbered, reserved space of a resident.  Signage posted in the vicinity of where you were parked clearly states Resident Parking Only, violators will be towed at owners expense.  Since you were parked in a numbered space reserved for a resident, your car was towed at your expense.   
  
  Please note that the signage does indicate the name and the contact information for the towing company (****** & ******* Towing, ************).
  
  As stated in our previous response, we do not receive monetary proceeds at any time for vehicles towed at our community.  Unfortunately we cannot agree to reimburse you for the towing charges.
  
  If you have any further questions, you are welcome to connect with our Customer Support Team at *************************** or ************.
  
  
  Thank you,
  
  Customer Support Team
  ********************** 

  Customer Answer

  Date: 01/15/2025

   
  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.
  
  I accept this only reluctantly because I still consider this an unethical policy and process. The amount charged for this tow is absolutely unacceptable. The Greentree police department also agree. 
  I did not see any signs in the area that would instruct me on where to call to find my car or to contact your office.again unacceptable.  
  You should all be ashamed of yourselves!!!! I cannot imagine I am the only individual appalled by the towing charge!!!  
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:12/17/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 5th, I began an application to Adara Apartment Complex for unit 4106. I completed my portion, but my husband had just started his. A payment was requested, and I entered my card information. We were not informed of a time limit to complete the application, and due to his work schedule, my husband couldnt finish his part immediately. While I was out of town (November 6th9th), I received a call from Adara stating the application would be canceled because it wasnt completed. I explained we were still interested, but they required us to reapply entirely.I expressed concern about being charged twice, and ****** at ***** assured me the first charge hadnt posted and wouldnt. Believing this, I re-applied for the same unit and was charged another $310. Despite numerous attempts to resolve the issue with Adara, I was told the first charge couldnt be refunded. I even proposed applying the $310 to our deposit or first months rent, but these resolutions were denied. Frustrated, I disputed the duplicate charge with my bank, as we were charged twice due to Adara canceling the original application. On November 16th, I informed Adara we were no longer interested in the unit and canceled our application.On November 18th, I received an email at 11:33 AM MST requesting I contact Adara, followed by another at 12:18 PM MST stating my balance had been sent to collections. This left me no opportunity to respond. We were willing to pay the initial $310 but should not be held accountable for duplicate charges caused by Adaras actions.

  Business Response

  Date: 01/10/2025

  Hello ******,
  
  We appreciate your reaching out to the Customer Support Team at **********************. We are writing in response to Complaint ID ******** received to the Better Business Bureau. We've connected with the team at ******************* regarding your complaint. 
  
  We apologize that you ran into difficulties with the application process. After our team's review on your account, we have contacted our collections agency and have had the requested $310.00 balance removed from the account. The community's General Manager has been in touch with you regarding this matter.
  
  It was noted that you've both initiated and completed a charge back from your banking institution. We encourage you to review your bank statements to ensure that the $310.00 has been restored to your account in full. 
  
  While we understand your request of receiving no further contact from Preferred Apartment Communities, we are required by the BBB to respond to all customer complaints. Going forward, we will be happy to honor your request and would kindly ask that you mark this response as accepted opposed to rejected. Rejecting this response will prompt the BBB to require additional follow-up from Preferred Apartment Communities to you.
  
  As always, you are always welcome to reach out to our Customer Support Team who will gladly be able to assist you. We invite you to email us at **************** or call us at ************.
  
  
  
  Thank you,
  
  
  Customer Support Team
  **********************
  
  

  Customer Answer

  Date: 01/14/2025

   
  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

  Date:12/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I inquired about the refund of our deposit and they claimed it was sent on 11/22, I advised them that we never received it. When they sent us anything else they sent certified but not the refund, weve had nothing but issues. They keep saying wait due to the holiday, but I received all other mail with no issues. I emailed the property manager and she states the check was mailed and not cashed l, yet provided no solutions, and all she says is warm regards. I want it escalated and resolved so we never have to deal with this company. Telling us to call back if its not received, its already been 10 days and we have informed mail, so we see everything that we receive daily. I have received all other mail and not this. The property manager has stated the check has not been cashed, and its because we didnt receive it. At this point Id like it escalated. Im not happy that the employee still working there gave a resident she is friends with my personal information & has access to my account. The same resident whose boyfriend who works there who lied on video yet signed a false police report plead guilty to four citations and is now on probation for her unleashed dog attacking mine. I just want to receive my refund and not have to not deal with this company. I am over it, Ive been more than respectful and patient.

  Business Response

  Date: 01/03/2025

  Hello ******,
  
  We appreciate you reaching out to the Customer Support Team at **********************. 
  
  We are following up in response to your Better Business Bureau Complaint ID ********. 
  
  We've connected with the community team at The ****** regarding the difficulties you've expressed in receiving your refund check. After review, we noted that your refund was mailed to you within 30-days of your move-out. After speaking with community team, we've confirmed that you have communicated that you have both received and cashed this check. 

  If you have any additional questions or need assistance, please feel free to connect with our Customer Support Team via *************************** or ************.
  
  
  Thank you,
  
  Customer Support Team
  **********************

  
  

• Initial Complaint

  Date:12/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have had repeated maintenance issues!! Our cabinets are leaning our windows are not properly fitted so now theres black mold and moisture growing around all the windows in the apartment. We have filed multiple orders with the maintenance office, attempting to get all the issues fixed they drag their feet and then slam us with Late fees, and eviction fees for withholding rent until the maintenance issues are fixed. The female head of the maintenance staff is aggressive, threatens the residence and then ignore maintenance request for people that she deems she doesnt like.We have four violations minimum happening in our apartment right now that no one is doing anything about. Yet I am being bombarded with phone calls about rent and an additional $320 in late fees, but cant get anyone to come into our apartment in a timely fashion to fix housing violations. They continuously Drag their feet coming into the apartment and when they finally come in, they start things leave a mess and never finish them.. They routinely send out last minute water shut off notices AFTER The water has already been turned off with no gauge on when it will come back on..They Rarely answer the phone during office hours voicemail box is always full.. And they have multiple office emails that are connected to employees that no longer work there, So its your email and because they have such a high turnover of employees. Over the last year has become increasingly more difficult to speak to anyone in the leasing office regarding anything let alone anybody on the phone from the corporate office. I attempted to drive to their physical office, which is located here in ******* and its an abandoned building. The photo that comes up online is old. I attempted on occasion to go to their corporate offices to no avail.

  Business Response

  Date: 01/06/2025

  Hello *****,
  
  We appreciate you reaching out to us at Preferred Apartment Communities.
  
  We are writing in response to complaint ID ******** received to the Better Business Bureau.
  
  Our Customer Support Team has connected with the team at The ****** regarding your complaint. 
  
  Your complaint mentioned various maintenance issues and purported work orders associated with those issues.  However, after reviewing your account, it was noted that there are currently no open service requests for your unit at this time. The most recent work order in your unit was completed by our team in December 2024 regarding issues reported with lighting and an electrical socket. The last notice received from you regarding issues with your windows was from a work order that was completed by our team in December 2023. If you are having continued issues with your cabinets and windows, please submit a maintenance request via the resident portal and our team will be happy to assist with those requests. 
  
  In regard to water shutoffs, we do try our best to alert residents whenever these may occur and when access is expected to be restored. Like other apartment communities, as we complete repairs or have unexpected emergencies, water does occasionally have to be shut off. 
  
  Your review mentioned $320 in late fees on your account which you would like removed.  However, our team noted that you have been late on rental payments on numerous occasions over the course of your tenancy at The ******. As a courtesy in August 2024, we previously waived $400 in late fees on your account.  Unfortunately, as this courtesy has already been extended to you, we will not be able to waive additional late fees on your account.  As a reminder, rental payments must be paid in full at the time that rent is due as detailed within your lease agreement. Late rental payments are subject to additional fees and partial payments are not accepted. 
  
  In regard to your mention of treatment by our service team members, we strive for every interaction to be a positive one and will be reviewing this feedback with those team members. It is a goal of Preferred Apartment Communities to have a warm and welcoming environment for all residents.
  
  We encourage you to email the current staff with the emails you have been provided with as they are the primary points of contact for the community. We also highly recommend utilizing your resident portal as it will keep you in constant communication with our team.
  
  Should you need to contact our corporate team, the best way to reach us is by contacting our Customer Support Team, who is available during business hours and can be reached via phone at ************ or via ***************************. We will be happy to assist you with any questions you may have. 
  
  
  Thank you,
  
  Customer Support Team
  **********************

• Initial Complaint

  Date:12/02/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am trying to get a hold of the property management company- addressed several critical concerns to ******/ ******************* and blind-copied a third party for documentation ************ have two emotional support animals (***s), ****** and Elmo, and provided the required documentation under the Fair Housing Act (FHA).Despite this, you continue to see a $25 monthly charge for Elmo, which is in direct violation of federal law, and you request the immediate removal of these charges and a retroactive adjustment.******, the Leasing Agent has demonstrated unprofessional behavior, including making illegal demands for *** documentation and restricting access to certain areas of the ************ have unresolved maintenance requests, including a refrigerator water filter replacement and a severe issue with the dishwasher filling with sewage.The maintenance technician has repeatedly contacted you using a "No Caller ID" number despite your request not to do ****** previously requested a meeting to discuss accommodations for ****** and Elmo, as well as other ongoing concerns, but have not received a ************ expect prompt action on the removal of *** pet rent charges, resolution of maintenance issues, investigation into ******, the Leasing Agent's behavior, assurance that maintenance staff will no longer contact you using No Caller ID, and a meeting to discuss accommodations and ***-related policies.

  Business Response

  Date: 12/14/2024

  Hello ***,

  On behalf of Overton Rise Management, we welcome the opportunity to respond to this matter. 

  First, Complaint submitted a request for reasonable accommodation for her animal ****** which was approved by an independent pet screening company on May 3, 2023. Management credited Complainants account for the initial pet fee and rent for ******. Complainant has not been charged any pet deposit, rent or fees for ****** thereafter. We consider this matter as resolved. 
  
  Second, Complaint submitted a request for reasonable accommodation for her animal Elmo which was approved by an independent pet screening company on November 4, 2024.  After approval of the reasonable accommodation for ****, Management credited Complainants account for all prior pet fees and rent. Complainant has not been charged any pet deposit, rent or fees for Elmo thereafter. We consider this matter as resolved. 
  
  Third, Management replaced Complaints refrigerator filter on December 3, 2024. We consider this matter as resolved.
  
  Fourth, while not required by contract or any law, Management will attempt to contact Complainant ONLY by using its office phone so as to avoid No Caller ID (which apparently appears when our maintenance personnel use company cell phones to contact Complainant for maintenance purposes). However, Management will not guarantee sole use of office phones when contacting Complainant, particularly in case of emergencies. We consider this matter as resolved.
  
  Fifth, Management notes that ****** is no longer employed by Management. We consider this matter as no longer applicable.
  
  Sixth, the dish washer issue raised by Complainant has been evaluated by Management and likely will require extensive plumbing repair.  Management has hired an independent plumbing contractor to address this matter. Accordingly, we consider this matter as ongoing and subject to repair by the independent plumber. 
  
  As a good faith *************** offer due to the ongoing dishwasher repair, Management will approve an immediate lease termination without any termination fee and/or a transfer onsite without a transfer fee.  Either option is strictly voluntary for Complainant.
  
  Management previously met with Complainant on December 10, 2024. Management is happy to meet with Complainant again to discuss these matters if she elects to contact our property manager.

   

  Thank you,

  Customer Support Team

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

• Initial Complaint

  Date:11/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I moved in, in october and I'm breaking the lease in november. The ******* has a serious ***** problem, it is infested. The ***** infestation has affected my health and this is the primary reason for me breaking the lease. After contacting the ******* about this ***** problem amble amounts of times they finally responded by sending an exterminator of their choice who sprayed all of a couple minutes and left back out the door (my ring camera has footage to document the time). The ******* has a nasty trash pickup system so when you and your guests arrive in the parking garage you will be greeted by the overloads of trash residents throw out and the smell that comes along with it. The walkway leading up to your door is absolutely disgusting as well. A major safety issue is one of the gates dont work so some of us have to use the main gate once you access it other cars enter before your car and who is to say these are permitted guests of the *******. I also will note the ******* has no mirrors in the parking garage so I almost been hit by a car while on foot exiting my car and walking into the building. My car has almost been hit several times going to and from the parking garage. I have contacted the ******* several times in regards to this and still no solution. They havent fixed my key fob after several times of it not working then said oh that gate just doesnt work. Again, all of this is documented and I have attached footage of my complaints. Nobody should move here I have been told they have always had a ***** problem they just changed the name. Its disgusting and is getting reported, my health is on the line.

  Business Response

  Date: 12/11/2024

  Hello ******,
  
  We hope that you are well and appreciate you reaching out to the Customer Support Team at **********************. We are replying to complaint ID ******** received to the Better Business Bureau regarding your security deposit refund request.
  
  Our Customer Support Team connected with the management team and Area Vice president of The ******* regarding your request.
  
  We understand that you have had several concerns during your tenancy, and we would like to address them the best we can.
  
  Based on our notes, after being provided information regarding your pest control needs, a local pest control vendor was called for treatment of the unit.  
  
  In addition, we would like to apologize for any recent experiences regarding valet trash. We understand that there have been inconsistencies in the trash collection schedule. We will continue to work closely with our local valet trash vendor and will be addressing your comments internally.
  
  In reference to the parking garage, we would like to apologize for any inconvenience this issue may have caused. We understand that safety is important, and we must all work to maintain a secure environment. We have noted your concerns regarding reckless driving and will kindly ask our residents to adhere to the posted speed limit and exercise caution while driving through the parking garage.
  
  It is to our understanding that you alerted our representative that you were planning on moving out of the unit by 12/9. During this conversation, you were notified that fees would be associated with an early termination. Currently there remains an outstanding balance of $2,955.11. This amount includes the 30-days of insufficient notice and final utilities. In addition, there is a termination fee of $1,187 making the final owed balance $4,142.11. The security deposit of $2,594 will be applied to the remaining balance.
  
  
  
  
  If you have any questions or would like to discuss your final balance we can be reached at **************** or ************.
  
  
  
  Best Regards,
  
  
  Customer Support
  ********************** 

• Initial Complaint

  Date:11/21/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I moved out of the Menlo Apartments in *************** on 10/21/24. In the months I lived there I always paid my rent on time. In Oct. they billed me a prorated rate and I paid. After I moved they sent me a cleaning bill along with other post dated charges which includes month of Sept. Total was for $472. I reached out and told them they had charges for Sept and they said they will review and get back to me. They sent a new bill and had charges which showed for the month of Nov. its still incorrect but Im so sick of it and I was willing to pay today 10/21/24 just to get it all over with. I went to the portal and I cant logon because Ive been removed and sent to collections. Huh???? I said Id like to pay my bill and they refused and said I should wait to be reached by a collection agent then I can pay. I asked to speak to management and they gave me the number to a management office and said leave a message but that I wont get response for about 7-10 days. Thats insane Im willing to pay a cleaning bill which by the way its ridiculous my apartment was left spotless. Nothing had to be cleaned. They are thieves. Never again do I want to have to deal with them. Very disappointed at the Menlo Apartments. I thought a little better of them.

  Business Response

  Date: 12/05/2024

  Hello ******,
  
  We hope that you are well and appreciate you reaching out to the Customer Support Team at **********************. We are replying to complaint ID ******** received to the Better Business Bureau regarding your tenancy at The Menlo Unit 1 - 1222.
  
  Our Customer Support Team connected with the management team of The Menlo regarding clarification of your final statement.
  
  After your lease ended on October 21st, 2024, your final statement was provided to you via the Resident Portal on October 24th, 2024. We've provided a copy of this correspondence to our BBB response.
  
  It was noted by our team that you accessed the Resident Portal several days after the final statement was posted on October 28th, 2024. 
  
  On November 6th, 2024, the Assistant Manager at The Menlo followed up via email providing answers and additional context to your questions regarding your final bill, particularly for utility billing. We've provided a copy of this correspondence to our BBB response. 
  You and the additional occupant of Unit 1 - 1222 were also sent several pre-collection notice reminder emails after having been sent the final statement on October 24th, 2024 including:
  The first notice email reminder was sent to you and the additional occupant on October 30th, 2024 at 9:04 AM EDT
  The second notice email reminder was sent to you and the additional occupant on November 6th, 2024 at 10:03 AM EST
  The third and final notice email reminder was sent to you and the additional occupant on November 13th at 9:01 AM EST
  To reiterate, each of these notice emails state: "If payment is not properly received within 30 days of 10/21/2024, your account will be sent to our collections agency, and we will no longer be able to assist you." 
  
  Due to non-payment, your account was officially sent to collections on November 22nd 2024, where you were also notified via email at 9:03 AM EST that day.  We've also provided copies of each of these notices and final collections notice to our BBB response.
  
  In addition, a repairs and replacement letter detailing the list of potential charges for what is considered beyond normal wear and tear was provided via the Resident Portal on August 28th, 2024. This was countersigned by you on August 28th, 2024. In your final statement sent on October 24th, 2024 photos of the unit after move-out were included. These photos detailed the areas of the apartment where cleaning charges stemmed from including the washing machine, carpeting, refrigerator, in addition to other areas of the unit. 
  
  We encourage you to connect with the collections agency regarding the payment of the past due final statement.
  
  As always, you are welcome to speak with our Customer Support Team via *************************** or ************.
  
  
  Thank you,
  
  Customer Support Team
  ********************** 

  Customer Answer

  Date: 12/05/2024

   
  Complaint: 22590316
  
  I am rejecting this response because:
  As you see from their response, the final statement was sent out 10/24/24.  With that statement I received a letter which clearly says I have 30 days from the date on the statement.  I  wanted to access the portal on 10/21/24 to pay my final bill in which I was told I cannot pay online.  I spoke to numerous people in the office and no one would help me. 
  

  You claimed it was sent to collections and Ive reached out to the collection office you said it went to and they stated they have no information with my name, so I cannot pay them.  I left a message at your main office and no one has reached out to me to resolve this. 
  

  Once again Id like to pay the balance, but, youre not accepting payment and the collection office cannot bill me without information and a collection office has never reached out.  
  

  I have not received a bill from a collection agency so not sure what games are being played here.  I would like this resolved and done with, but, someone needs to reach out to me.m so I can pay.  
  

  Sincerely,

   ****** ********

  Business Response

  Date: 12/12/2024

  Hello ******,
  Thank you for reaching out to us regarding your final statement.
  We acknowledge that your final statement was issued on October 24, 2024, with a payment deadline of November 22, 2024, allowing a 30-day period for payment. Although the portal was accessible on October 21, 2024, the final billing charges were not yet applied to your account on this date, as it coincided with your lease end date. We understand that you attempted to make a payment on October 21, 2024, but certain charges, including Conservice and cleaning fees, had not accrued and were not applied to the ledger on that date.
  We apologize for any confusion caused concerning the appropriate recipient for your final payment. We have confirmed with ********** that your account was not received. In light of this issue, payment can be made at the leasing office via money order.
  Please do not hesitate to reach out if you require further assistance. We are here to help.
  Regards,
  Customer Support
  **********************
  
  

  Customer Answer

  Date: 12/12/2024

   
  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.   I will stop by the office and make payment as agreed with a money order on Friday, 12/13/24.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:11/18/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I were residents at ********************************************, from December 2022 to September 2024. We moved out of our apartment at ********************************* Homes on September 21, 2024. We received a call from a collections agency, **********************, on November 18, 2024.We were confused as to why we were getting a call from a debt collections agency. We had paid our entire bill in full, and even received a small amount of our security deposit back from Finisttera. However, since moving out, we have received numerous "move out statements" from **********, each one different from the last. Sometimes, we owe them money. Sometimes, they owe us money. At the moment, we believe they are trying to charge us an extra $278.86. At least $156.67 of that $278.86 bill is supposedly due to ******************** We have never paid Finisterra for our electric usage, instead, like almost all Phoenix residents, we pay the Salt River Project for our electric bill. Finisterra is trying to charge us an extra $278.86. Before they gave us even two weeks to pay this made up bill, they sent the bill to a collections agency, in turn hurting our credit scores. We would like the complete removal of all chargers from **********, as well as financial compensation for their incompetence. We are happy to provide the multitude of move-out statements and misinformation that they have sent us, and we have documented the number of times we have called their office only for no one to answer the phone. We are also happy to provide proof of all payments to **********. We are trying to get in touch with the debt collector, and we are seeking legal counsel in case this issue does not resolve itself quickly and efficiently. From our past experience with Finisterra, we assume this issue will not resolve quickly. We are reaching out to the Better Business Bureau because we feel we are out of options. We are happy to pay any outstanding balances, if there were any. However, there are not.

  Business Response

  Date: 11/26/2024

  Hello *******,
  

  We appreciate you reaching out to the Customer Support Team at **********************.
  

  We are writing in response to your BBB complaint (ID22573987) regarding move-out statements received for Finisterra, Unit G-2040 based on your lease end date of September 20th, 2024. 
  

  As a valued resident, we apologize for any confusion or difficulty with your final move-out statement regarding your tenancy at ***********
  

  Our Customer Support Team has connected with the team at **********. We strive for every experience to be a positive one and have reduced the balance to $0. 
  

  Please see attached regarding the final move-out statement for your unit.
  

  We wish you all the best in your new home! If you require any additional assistance, please feel free to reach out to us at *************************** or ************. Our Customer Support Team will be happy to help!
  

   

  Thank you,
  Customer Support Team
  **********************

  Customer Answer

  Date: 11/27/2024

   
  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

  Date:10/22/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1. I selected an apartment and was verified, however last second they switched me to a unit right next to the highway (right next to I75 to be exact, all of the noise was constant even through the night. It feels like a bait and switch tactic they used to fill this unit as I don't think someone would willingly rent that unit) and said my original unit wasn't available yet (after already disclosing it was available).2. A double homicide within the first month of living there 3. Constant gate malfunctions (days to weeks and upwards of months of the gates not working) allowing anyone to come into the community, even after the murders 4. My apartment was breached by maintenance without consent on 3 different occasions. One time they started my dryer without me being home. The third time I was sleeping naked and had to get dressed to see who just came into my apartment. The first time they breached my apartment, I just so happened to be walking out and one of the maintenance members had his key in my lock and was in the process of unlocking my door). Every time I questioned them about it, they said it was the "wrong unit." This happened too many times for that to be the case. There was a time I made a maintenance request and all 3 of these breaches were separated from that 5. On moving out I was charged a bunch of bogus fees. I was told to throw everything away or I would be charged, so I complied. I was then told by their team I was good to go. Only for a few days later to be told I need to pay them more. I pay for valet trash and they have sent me a bill to charge for my trash and cleaning fees resulting in $200. I swept the apartment and cleaned it as I did any other apartment I have moved out of and have never been charged. The apartment was very clean for someone just moving out

  Business Response

  Date: 11/01/2024

  Hello ******,

  Thank you for reaching out to our Customer Support Team at **********************.
  We are writing in response to your BBB complaint (ID22460330) regarding move-out charges received after your move-out at The Lodge at ************************ on 10/08/2024. 

  We understand that you have several concerns leading up to your move out charges and would like to address those to the best of our ability as since then weve hired new team members.

  
  1.     In reference to your accusation of bait and switch tactics, when touring our units by the highway, road noise is unavoidable and we are unable to hide this from our future residents.

  
  2.     Regarding the isolated incident mentioned, this was a tragic event which we were saddened by and was a targeted situation. Our condolences go out to the family and friends that were affected. Our community was working very closely with law enforcement to assist with their investigation at the time.

  
  3.     In regard to your gate concerns, we are unable to pinpoint if the gates were malfunctioning after the incident occurred, but our community works closely with our gate vendor to ensure repairs are completed in a timely manner. Unfortunately, there are times when we are at the mercy of our vendor when it comes to repair parts and delivery dates.

  
  4.     We are unaware of the 3 maintenance concerns mentioned but would like to apologize for the inconvenience as this very well could have been a mistake by our maintenance team. We try our best to be very diligent on making sure we read units, pull correct keys, and pay close attention to any resident requests prior to entry unless it is considered a maintenance emergency.

  
  5.      We do understand that a pre-move out walk-through of your unit was completed, and you expressed at that time that a team member notified you that you were good to go with no indication of additional charges.  We apologize for the inconvenience and any miscommunication. Due to this, our team will be adjusting the move-out charges as requested from $175.22 to a $0 balance owed. The Lodge at ***************** will be in communication with you regarding a revised financial move-out statement.
  

  If you have any questions or need further assistance, we invite you to contact us directly at *************************** or ************. We would be happy to assist further.

  
  We wish you all the best in your new home!

  Customer Answer

  Date: 11/04/2024

   
  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,
  
  ****** ********