Business Profile

Real Estate

Prometheus Real Estate Group Inc

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Prometheus Real Estate Group Inc's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

19 total complaints in the last 3 years.
7 complaints closed in the last 12 months.

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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:01/04/2024
Type:Billing 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.

Complaint: 21100541

I am rejecting this response because: during the inspection I was told the apartment is clean, paint is fine but these are standard charges you can do nothing about it. Ordinary wear and tear is expected and the apartment is in the same condition as it was handed in. So you arent really fixing anything or cleaning anything but just charging fees in the name of standard fees.
Besides no one has contacted me yet.

Sincerely,

***********************************
Business Response
Date: 01/08/2024
Hello *****,

We are disappointed to learn of the frustrations you experienced with relation to your move out charges at Spruce. We do our best to provide transparency during the move out process so that our Neighbors know what to expect. Documentation is provided to all neighbors informing them of what charges may be accessed upon move out via our move out roadmap. A pre move out inspection was completed for your home prior to move out and a copy of the proposed estimated charges were provided to you via email. Upon completing your final account statement, we reference the move in condition checklist before accessing any charges based on the final move out inspection. We would like to opportunity to reconnect with you once more to review all charges incurred on your account for accuracy - I will be in touch with you soon.

Sincerely,
*************************
Senior Neighborhood Director
Business Response
Date: 01/16/2024
Hi *****,
We appreciate the additional context provided below as well as in our email exchange.Opportunities for improvement during our move out process have been identified through our discussions and our team will be working through clear communication going forward. If you have any further questions or concerns,please connect with me directly at *************************************.

Thank you,
*************************
Customer Answer
Date: 01/16/2024
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:10/10/2023
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.
The landlord company charged us $271.63 for a repaint after we moved out from the apartment on 09/17. As the photos shown, fading and minor scuffing are result from regular use and exposure over time. They fall under the category of normal wear and tear as defined in **************** law. The major dark in the photo was just the normal use of the ** close to the wall. No stains or damage at all, it's normal fading during time. The landlord charged us for the painting of the full house, door casings, doors, and baseboards, none of which had any damage during our tenancy.
Business Response
Date: 10/12/2023
Dear BBB Representative,

I am writing in response to a recent complaint from ********** regarding paint charges upon move out of Apt. **** in the amount of $271.63.

************ has disputed these charges with the assertion that the move-out condition of the paint falls under ordinary wear and tear.

Prior to her move out, we provided ************ our Move Out Road Map, which details which paint conditions are included in ordinary wear and tear and which are not. These details were provided on August 14thwell in advance of her move out on 9/17.

In the Move Out Road Map, we clarified that marks and discoloration on walls caused by the placement or movement of furniture are not included as ordinary wear and tear.

The pictures ************ provided to the BBB show these types of markings and discoloration on several walls throughout the home. More photos showing additional markings on baseboards and doors can be provided by us if needed.

In assessing paint charges, we also take into account the lifespan of the paintwhich is typically 3 years. To ensure we charge for paint fairly, we prorate the total cost of the paint based on this 3-year lifespan.In this case, we only charged ************ two thirds of the total cost since she resided in the home for 1 year.

Furthermore, we offered ************ a courtesy gesture to reduce by half her paint charge of $271.63 in an effort to settle the matter.

If youd like us to provide additional details regarding Ms. ***** disputed paint charges, please reach out to us at ********************************************.

Sincerely,

*******************
Neighborhood Director
Initial Complaint
Date:08/31/2023
Type:Product 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 into unit **** at the Shadowbrooks Apartment(******************************************************************************) under Prometheus on 08/10/203. It is a 3B2B bedroom with 3A floorplan as advertised on the apartment website at the time. The advertised 3A floorplan has in-unit washer/dryer and the assistant toured us orally confirmed the unit we are interested in would also have in-unit washer/dryer. (We were toured a different unit because **** wasn't available at the time) So we promptly signed the lease.However, when we moved in, we unexpectedly found the actual unit(****) doesn't have in-unit washer/dryer. The actual floor plan is different from the advertised floor plan from the website! I brought this up to the leasing office, but they only give us one option to use the shared laundry room. The leasing office is very rude and ignored the email I sent to them to ask for a followup about this issue. In fact, they are ignoring all of my emails. My assigned parking spot was consistently occupied by another resident, we sent leasing office email to request help, they never replied. We asked the leasing office staff in person, they said the spot was already assigned to another resident. And they still can't give us another parking spot, so I have to park my car on street ever since I moved in. The leasing office staffs have been nothing but rude and unhelpful.I found this unacceptable because there is false information on the apartment website, and the actual floorplan we signed is different from the advertised floor plan, even though the unit number is the same! I want to settle this complaint by asking for a compensation of $3000 to cover both the inconvenience it caused and the great mental distress I suffered when dealing with the rude and unhelpful leasing office. I don't want to move into a new place because moving takes a lot of efforts.The attached screenshots are made on 8/10/2023, they may have updated the website now. I have a recording but only pictures are allowed.
Business Response
Date: 09/01/2023
Hello ******,
We are deeply disappointed with the experience youve recently shared with our team here at Shadowbrook.
I thank you for taking the time to speak with me on this matter and want you to have a positive experience with our Neighborhood.

We are glad you find the parking location suitable and are still working on the remaining item to make things right.

We should have further findings on this by Tuesday, September 5th.

Thank you again for your time and please reach out if we can be of further assistance.

Sincerely,

**************************;| Senior Neighborhood Director
Initial Complaint
Date:08/24/2023
Type:Order 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.
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,

Mridi *******
Business Response
Date: 08/25/2023
Thank you for notifying us of this concern. We have been in contact with ******************** since her move out and have agreed to make adjustments to her final account statement billing. We've connected with Mridi today, 8/25/23, and she is satisfied with our response. Please let us know should you need additional information.

*************;| Senior Neighborhood Director
Initial Complaint
Date:08/03/2023
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.
An agreement was reached through communication with the business, but haven't received the amended final account statement or check after 21 days of moving out of the apartment.
Initial Complaint
Date:04/28/2023
Type:Billing 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.
Dear BBB,I am writing to file a complaint against ****************, located at *******************************************************************, belonged to Prometheus REG, for a charge I received after moving out of their rental property. I have attempted to resolve this issue with the landlord directly but have not received a satisfactory response.I vacated the property on 4/16/2023, and on 4/28/2023, I received a charge of $286.58 for Paint Pro-rated at 13 Months' Occupancy. However, I dispute these charges and believe that they are unjustified.The property was left in the same condition as it was at the time of move-in, with only normal wear and tear. The pre-move-out inspection conducted by the landlord's representative confirmed that there were no damages that required the property to be repainted. Furthermore, I was not provided with a written receipt detailing the charges, as required by ********** law.I believe that the landlord has violated my tenant rights and has failed to provide me with the necessary documentation to justify the charges. I request that the BBB investigate this matter and take appropriate action to resolve this issue.Please let me know if you require any additional information from me, and thank you for your attention to this matter.Sincerely,*****************
Business Response
Date: 05/01/2023
Hi ****,
Thank you for taking the time to speak with us on Friday, April 28th, 2023.We were happy to be able to clarify our processes and provide you with the receipts for the work completed in the home via email. The receipts mailed out will also arrive within the next week through postal mail. We are confident that these concerns have been addressed but should you have any additional concerns or wish to discuss further, please do not hesitate to contact ** at ************.

*******************************| ************************************************ **** |Est. **** | ******************************************* | p: ************ | Park Central p: ************
Initial Complaint
Date:04/06/2023
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.
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,

*************************urned.
Business Response
Date: 04/14/2023
************************* applied for an apartment at The ******* and paid a $300 holding deposit. ****************** cancelled their application and we processed a refund for the $300 holding deposit. However, on 3/21 we received a chargeback alert on the original $300 payment from ****************** meaning the funds were withheld from us so a stop payment was placed on the refund. We were communicating with ***************** regarding the matter and researching internally when we received this BBB complaint. We have confirmed that the chargeback has been reversed so we have re-processed the $300 deposit refund and will be sending a new refund check to ****************** today.
Initial Complaint
Date:12/15/2022
Type:Product 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.

Complaint: 18578316

I am rejecting this response because: we do not receive the final account statement by mail in a timely manner, let alone all of the invoices. We would like to continue communication through email.

Sincerely,

Kezhi Kongwith no damages beyond normal wear and tear. We strongly disagree with the management's assessment of the damages, and believe that they are withholding our deposit unfairly. We have tried to resolve this issue with the management directly, but they have been uncooperative and unwilling to negotiate. When we asked for proofs of the damages, the management could not provide it. We would like to request that the BBB investigate this matter and help us recover the security deposit.Thank you for your attention to this matter. We look forward to your **********************************
Business Response
Date: 12/21/2022
Hello *****,

We are very sorry to hear about your move out experience as that is not our intent to leave you feeling such a way. *** had the opportunity to review the charges with members of the household who confirmed receiving the final account statement by mail in a timely manner including all of the invoices. As a courtesy, I had also previously reduced and removed some of the charges. *** reached out to the household to schedule a meeting to help walk through these prior conversations and ensure everyone is updated on the outcome. Please reach out to us at your earliest convenience to schedule a meeting to discuss further. We look forward to hearing from you.

Best Regards,

*********************| ***************************************************** **** | Est. **** | ********************************* |2870 ****************** |***********, ** 95051
p: ************ l After Hours Emergency Maintenance: ************ | www.hearthapts.com | *************************************
Business Response
Date: 01/10/2023
Hi *****,
We understand that there were two occupants in this home.Originally the final accounting statement and invoices were sent on September 6,2022 to address requested. There was confirmation of receipt by ******* when he call to discuss charges listed, following that discussion a revision was made and sent out again with updated price adjustments.
In addition an effort to communicate damages during the pre-walk move out inspection with all parties present was completed.
We will provide all the documents that were mailed out and email to ensure all occupants are on the same page.

Thanks for your time,
****************************;|Senior ********************************************************* **** | Est. 1965
***************** | 2870 ***************. | ***********, **.95051
p: ************ | After hour Emergency Maintenance: ************
hearthapts.com| ***************************************
Customer Answer
Date: 01/13/2023

Complaint: 18578316

I am rejecting this response because:

Hi *******,
Thanks for your response, but my name is Kezhi.
Songwei and I do not receive any formal hard-copy accounting statement and invoices until after Oct 24, 2022. ******* did not confirm he received formal hard-copy accounting statement and invoices when he contacted you on Oct 21, 2022. The reason he contacted you is because he saw the electronic statement on the website on Oct 21, 2022.
Also in the pre-walk move out inspection, the technician told us multiple times that nothing is finalized until we see the final formal hard-copy accounting statement and invoices, which is after Oct 24 2022, way past the 21-day notice period requirement.
We kindly ask you to provide evidence that you mailed the final statement within the 21-day period.

Sincerely,

Kezhi Kong
Initial Complaint
Date:10/20/2022
Type:Product 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.

Complaint: 18252778

I am rejecting this response because:

1. still waiting on the communication from them.
2. no resolution has been proposed yet.

Sincerely,

*************************
Business Response
Date: 10/27/2022
Hello Jiaxlang,

Thank you for sharing your concerns in regards to your final account statement at Montecito. We take your concerns seriously and are committed to working with you to address them and come to a mutual solution. We will be reviewing your final account statement as it pertains specifically to your move-out charges which includes the Carpet Cleaning, Apartment Cleaning, and pro-rated painting charges. I also wanted let you know that these are standard move-out charges that are assessed when a neighbor moves out of any or our homes. However, we will review your account and our Senior Neighborhood Director will be reaching out to you directly to let you know if there are any adjustments that can be made for you.We appreciate you choosing to call ********* home and will be in touch with you shortly.

********************* | Portfolio Manager
PROMETHEUS REAL ESTATE GROUP, **** | Est. 1965 | Certified B Corporation
1900 ********************** | Suite 150, *********, ** 94403
Business Response
Date: 11/09/2022
Hello ********,

Thank you for your message and providing our team the opportunity to discuss your concerns as it pertains to your move-out charges. In speaking with our Senior Neighborhood Director, ***********************, she confirmed that you two were able to connect and come to an agreeable resolution to your concern. Weve also confirmed that the approved adjustments have been completed internally along with the revised Final Account Statement which was sent to your attention on Monday,November 7, 2022 via email. We anticipate that you will be receiving a refund check to the address we have on file within 7 business days. If you do not receive payment please feel free to reach out to *********************** so she can research it further. Again, thank you for providing us the opportunity for our team to connect with you.

We hope you have a wonderful rest of your day!

********************* | Portfolio Manager
PROMETHEUS REAL ESTATE GROUP, **** | Est. 1965 | Certified B Corporation
1900 ********************** | *********************************** 94403
p:************| prometheusapartments.com *************************************
I AM HOME. When hosting game night with family and friends.

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Prometheus Real Estate Group Inc

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Prometheus Real Estate Group Inc is NOT a BBB Accredited Business.