Complaints

This profile includes complaints for Atlantic & Pacific Companies's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Atlantic & Pacific Companies

  6600 N Military Trail Suite N307 Boca Raton, FL 33496

  
• 

  Atlantic & Pacific Co

  1349 W Peachtree St NW STE 1430 Atlanta, GA 30309-2928

• 

  Atlantic & Pacific Co

  3399 Peachtree Rd NE STE 215 Atlanta, GA 30326-1120

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  The Atlantic Doral

  10500 NW 74th St Medley, FL 33178-2400

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  Island Living

  1201 NW 3rd Ave Miami, FL 33136

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:07/15/2025

  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.

  My wife and I applied to rent an apartment at "The Atlantic *************" apartment development, in which Blue Atlantic ******** is the leasing agent. We went to tour the apartment on 6/23 and liked it so we were told to apply online through a link in an email I was sent by them. I completed the application and was charged for 2 things through my bank on 6/23/25....a $95 charge and a $245 charge ($340 total). After completing and submitting the application I was told by ******** (office personnel) that the apartment was no longer available at the price that was quoted, but in fact was available at a higher price, which meant we no longer met the income requirement criteria.On 7/7/25 I called the Atlantic ************* office to inquire about a refund of of our funds and was told by **************** Manager?) that I would be receiving the refund via a check in the mail but it takes a couple of weeks. On 7/12/25 I in fact received a check but it was in the amount of $150 instead of the full $340 I was debited. On 7/14/25 I phoned the office to inquire about the missing funds and 1st spoke to ******** who verified that the apartment was in fact still available but at the higher rent. I told her of my situation and she told me that the missing $190 were "application fees" which were non-refundable and that the $150 I did receive was the total refund I was due. She was adamant about this even though they pulled a "bait and switch" technique where as my income no longer met their criteria. She transferred me to Shequana who told me the same thing, then went a step further saying I didn't supply them with the paperwork they required in time (within 48 hours), thus my application was canceled. I did in fact provide them with the income verification they wanted, but it was a few days later as I had to await a letter from Social Security to provide it.I demand my money be returned to me ASAP!!!!

  

  Business Response

  Date: 07/16/2025

  The applicant submitted their application on June 20, 2025. Per our rental criteria, applicants are required to provide proof of income within 48 hours of submitting their application. If the required documents are not received within this timeframe, the application is subject to denial. As a courtesy, we extended the deadline and waited until June 28, 2025 for the applicant to provide the necessary income documentation. Unfortunately, the documents were not received, and the application was therefore cancelled. The applicant later contacted us stating they were ready to provide the documents. At that time, they were informed that since our pricing is subject to daily changes, they were welcome to reapply, but the rental rate would be based on current pricing at the time of reapplication. A refund of the $150 application fee was processed and has been mailed to the applicant.

  Customer Answer

  Date: 07/16/2025

   
  Complaint: 23596727
  
  I am rejecting this response because:

  I told them that my wife's Social Security Benefit letter was coming from the **** Here's the email I sent them on 6/20 letting them know of the situation:

  Hi....My name is ***** ****** and I've just finished my online application for myself and my wife for Atlantic ************** (Unit 1081-A) but I'm quite sure I didn't include everything you need to approve us. I was able to link my SSA account to show my income but my wife (*****) is unable to access her account. We contacted the *** today to get he benefit verification letter but they're going to mail it (via snail mail) and said it's going to take 5 - 10 days for us to receive it. ******* benefit is $1,115 (gross....before deductions). If you can please let me know how I can go about getting you the verification as soon as I get it. I can e-mail it to you (as a PDF) or get it to you however you'd like. Please don't decline us for this reason. Also, if I forgot anything else or you need something else please let me know. I wasn't able to put ******* social security number in so you can pull her credit either....it is *********** and her birthday is *********. Thanks you for your help in this matter...we're looking forward to moving into the community...***** ******
  

  This is what I sent them (and atteched the documents) on June 21st:

  Hi again....I'm attaching ******* COLA **************** for 2025 letter (as a JPG) we received in December of 2024 from Social Security, as well as bank statements for the past 3 months (PDF's) showing she is still getting benefits. I know you don't accept bank statements as proof of income but the statements I'm sending say "SOC SEC SSA TREAS 310 BSSA *************** of $925 (after deductions) each month to show where they come from. As soon as I get the Benefit Verification Letter that Social Security is sending I'll get it to you the same day. I'm really sorry about this but will rectify it as soon as humanly possible. Thanks for understanding and working with us....***** ******

  This business / community is attempting to keep our $190 application fees solely to line their pockets and make me "eat" it, when they did absolutely NOTHING that warrants them denying me the funds. This is at the very least unethical, and if not illegal, it borders it. I am not satisfied at all with their response and demand my money be refunded!!!!

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

   

   

  Customer Answer

  Date: 07/17/2025

  They say we submitted the application on June 20th but I did it on June 23rd. They're trying to make it seem like it was longer than what it was in an attempt to extend the time between my doing the application and when I sent it to them. Once again, they're at best unethical...lying to you in an attempt to keep my $190 w/o doing anything to warrant it!!!!

  

  Business Response

  Date: 07/17/2025

  Please see attached PDF.
  Dates listed of Submit application 06/20/2025
  Dates listed of Application canceled 06/28/2025

  Customer Answer

  Date: 07/17/2025

  I've viewed the attachment and see that that they say I submitted the application on 6/20. What they sent could have been easily doctored to try to refute my claim not applying on that date, but on 6/23....the date my bank account was debited, When I filled out the application I had to submit my bank account / debit card info and my bank is very fast in posting transactions....it wouldn't have taken 3 days for it to post. Further, in a previous response to you they stated they waited 10 days before THEY (I did not do it, they did) canceled the application, not the 8 days they actually did wait. This clearly shows they are fabricating their story to try to refute my claim and try to justify keeping my money. THEY canceled the application, not me. They did absolutely NOTHING (pull credit / criminal history / contact our current landlord, etc),....all they did was receive the application...there's absolutely no reason to justify not returning our money..THEY DID ABSOLUTELY NOTHING!!!! If need be I'll send you my bank statement that shows the charge was not on 6/20 but indeed 6/23, but I'd rather not have my banking info public.

  They showed us an apartment that was within our gross income as they required BUT they pulled the bait and switch and told me the apartment at that price we no longer available but they had 1 for $200 more, which was more than 3 times our income. They would have turned down our application because of this anyway, but like I said, they are the 1's who CANCELED the application......we weren't declined (as it would have been because of our income issue), they just CANCELED it for no reason what-so-ever!!!!! This is, as I've said previously, unethical and it in fact borders on illegal!!!!!

  Customer Answer

  Date: 07/18/2025

   
  Complaint: 23596727
  
  

  I've viewed the attachment and see that that they say I submitted the application on 6/20. What they sent could have been easily doctored to try to refute my claim not applying on that date, but on 6/23....the date my bank account was debited, When I filled out the application I had to submit my bank account / debit card info and my bank is very fast in posting transactions....it wouldn't have taken 3 days for it to post. Further, in a previous response to you they stated they waited 10 days before THEY (I did not do it, they did) canceled the application, not the 8 days they actually did wait. This clearly shows they are fabricating their story to try to refute my claim and try to justify keeping my money. THEY canceled the application, not me. They did absolutely NOTHING (pull credit / criminal history / contact our current landlord, etc),....all they did was receive the application...there's absolutely no reason to justify not returning our money..THEY DID ABSOLUTELY NOTHING!!!! If need be I'll send you my bank statement that shows the charge was not on 6/20 but indeed 6/23, but I'd rather not have my banking info public.

  They showed us an apartment that was within our gross income as they required BUT they pulled the bait and switch and told me the apartment at that price we no longer available but they had 1 for $200 more, which was more than 3 times our income. They would have turned down our application because of this anyway, but like I said, they are the 1's who CANCELED the application......we weren't declined (as it would have been because of our income issue), they just CANCELED it for no reason what-so-ever!!!!! This is, as I've said previously, unethical and it in fact borders on illegal!!!!!

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

• Initial Complaint

  Date:07/08/2025

  Type:Product 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 recently moved to ****** for work and initially considered this apartment community given our interactions with the previous management team. We put a $250 refundable deposit down to get the process going. However, the new management company never got the lease document over to us to review despite numerous calls / emails, so we ultimately decided to apply to another nearby apartment community given our move date was coming up. I am only seeking my $250 deposit back, which was stated as refundable. In the move-out statement issued on June 11, 2025, the refund should have been issued within 14 days through SmartDisburse. I have called SmartDisburse, and they told me the refund from Avanna 55Twelve has not been issued to them yet. I have called, emailed, and even showed up at the apartment community trying to have someone issue the refund. As of 7/8, I am still waiting for my deposit refund.

  

  Business Response

  Date: 07/08/2025

  Thank you for your feedback but Atlantic Pacific Companies does not own or manage this property. 

  Customer Answer

  Date: 07/23/2025

   
  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:07/03/2025

  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.

  This apartment has predatory lease practices. They do not place letters on door to resign lease and instead automatically roll you over to a month to month rent that is $500 more than the base rent with a lease. They do not follow up even though they say they do. There is not one notification in our resident portal to sign this and they charged us and wont give us any credit.

  

  Business Response

  Date: 07/07/2025

  What is the name of the apartment complex?

• Initial Complaint

  Date:05/30/2025

  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.

  I made a payment arrangement May 27th for Terraces at ********* for Apt 1302 in the amount of $1375 to be drafted from my bank account 5/28 . I contacted ***** ***** the Resident Coordinator May 28th once I realized the wrong account information was put in. Put in ******************** account information instead of Verified Wels Fargo information. I was informed the payment could not be canceled, which was not a problem. I sent the the funds from wels Fargo to *********** to avoid any fees on the account. I contacted ***** to let her know that it was not an issue, she assured me after confirming the account number that the funds would be drafted. ************************************** my account. I contact the resident coordinator to see when the funds would be drafted since I set the payment arrangement up for 5/28 and it was now 5/29 and nothing was drafted out of the account. ***** informed me that it would take a couple of days for the draft to successfully take effect. Around 2pm I received a return check notice from Terraces at ********* that the funds could not be drafted. I contacted the property manager ***** ****** . She stated the funds were set to draft 5/27/2025 which is invalid because my confirmation email shows 5/28. I have contacted the leasing office several times regarding this to be hit with a $50 return check fee. This is completely unprofessional being that I am actually in the property management industry and understand the ins and outs. Furthermore, I have asked for contact information of the regional manager and well as corporate to be told I cannot receive that information. Considering this is my first month living on this property I am very unsatisfied with the customer service

  

  Business Response

  Date: 06/25/2025

  Dear Ms. ********************* understand your frustration with trying to make your payment online through the portal. I do apologize for this issue but the office is limited in seeing certain details of your payments or changes. We do not process payments in the office for this same reason. Every resident is responsible to make their payments online in the portal. When processing your payment, you need to be careful with the information that you are providing. From my understanding in this case the payment was processed with the incorrect account. Once you process a payment, we do see it as processed from our end, but we cannot provide an exact time of when your financial institution will release the funds to us. Each bank works differently. I do advice to reach out to them for better clarification.  Every resident does receive $50 NSF fee when the payment comes back per their lease agreement. do apologize for any miscommunication and any misunderstanding this may have caused. If I can assist if any other questions or concerns you may have, please let us know.
  
  
  
  
  Sincerely,
  
  
  YESLIN IGLESIAS | REGIONAL MANAGER
  | ********************************************************** | Disclaimer 

• Initial Complaint

  Date:05/06/2025

  Type:Sales and Advertising 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.

  *************************************** has placed fraudulent charges on my credit report. There were no issues with my apartment when I moved out. I was the only person in a 3 bedroom recently remodeled apartment. I didnt put any pictures on the wall and only used 2 of the bedrooms. My apartment was clean. They charged me for cleaning fees , 3 pieces of a vertical blind that was located in my dining room. My rent was never late. I was asked to renew my lease. I declined because the rent was going to increase from $939 to $1190. It seems that I was penalized for not renewing my lease. This has caused my credit score to decrease. I didnt find out about these false charges until six months after moving out on 10/10/22. No one ever contacted me even though the office had my phone number and email address. **************** has not been truthful about this. I do not owe a balance and refuse to pay what I dont owe. I dont know why they keep placing this on my credit report.

  

  Business Response

  Date: 06/06/2025

  Our records show that the complainant was charged in accordance with the lease contract between the complainant and ****************. A final account statement (***) was sent to the complainant in accordance with company policy. The complainant failed to respond or dispute the charges within Thirty (30) Days of their moveout on October 10, 2022, as stipulated in Tennessee law. As there was no dispute filed within the required legally time frame, the balance due is considered due. 

  Customer Answer

  Date: 06/06/2025

   
  Complaint: 23296768
  
  I am rejecting this response because: I was never contacted regarding any balance left on my account. I turned my keys and no one mentioned anything about a balance owed. The office had my contact information( phone number and email address). I only saw the statement after I was contacted by Mutual Management 6 months after I moved out. Which is unheard of . If I owed a balance, why wait that long. The truth is that I dont owe anything and didnt damage the apartment nor the paint. I refuse to pay what I know that I do not owe. Please stop harassing me. You should be ashamed of using fraudulent charges to take money from people.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:05/02/2025

  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 name is ****** ***********. I used to live at *******************************************. My lease was terminated last year.I received a call in March 2025 from the property manager of ********************************************** Pacific Companies. They had check # **** in the amount of $331.36 at the office for me. I went to pick it up advised them it was dated 05/13/2024 bank will probably not accept. The property manager made me show my id and sign for it and said they will reissue if that is the ********* advised it was stale dated they will not accept the check. I called the SAME DAY and she said she would reach out to accounting and follow up.Two weeks later, nothing, so I called her and she said the same thing. I called today, 05/02/2025 she said she still waiting on accounting.I am frustrated that they did not ensure the check was valid before calling me. This would have helped me avoid this situation all together. It should not take accounting over 30 days to issue a stop payment on a check and have it reissued. The check can be mailed or I can pick it up. Now the property manager is refusing to take any of my calls, she said she will get back with me after accounting gets with her. But since she has failed to communciate me in the past I have no trust she will resolve this issue.

  

  Business Response

  Date: 05/28/2025

  This issue has been already resolved with Ms. *********** and the Property Manager ******* ********. The complaint has been cleared up. 

  Customer Answer

  Date: 05/30/2025

   
  Complaint: 23279901
  
  I am rejecting this response because: I requested a copy of the cancelled check to be emailed to me to help confirm the funds were already received but no email was ever received from the property manager. 
  
  Sincerely,
  
  ****** ***********

  

  Business Response

  Date: 06/05/2025

  The refund was received and cashed by the client, see attachment. 

  

  Business Response

  Date: 06/06/2025

  The refund was received and cashed by the client, see attachment.

  Customer Answer

  Date: 06/07/2025

   
  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:03/03/2025

  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.

  I lease with their property in the greenspoint area and when i tell you this has got to be the most unorganized and unprofessional apartments i had EVER had experiences with. From the moment i applied i was getting lied to! What really set it off and them filing for a eviction with NO NOTICE. Granted i was behind on rent and thats my responsibility BUT again how do you file a eviction with NO notice. I was told notice was given and when asked to provide proof no proof was provided so i paid them fees to get it dismissed but best believe im pursing this legally. The new property manager ****** said she left the notice herself so when i get proof she didnt i hope this company takes her lying serious. I couldnt get in touch with corporate even if i wanted to because they dont even have a active number on their website and im sure its on purpose cause they would get calls EVERYDAY and this property and the people they hire. They change staff like crazy and they always hire people who dont know what they are doing and dont care to know! They dont take care of the building theres trash and p*** EVERYWHERE . Please do not lease with them. The apartments have my contact information i suggest yall investigate this and look into this notice that was given. Yall have cameras in the hallways so yall know.

  

  Business Response

  Date: 03/18/2025

  We are investigating your concerns as we also addressed the manager, who placed the notice in the residents' unit.  A copy of this notice was emailed to the resident.
  We are not sure where the communication error took place, but all of our residents are late as of the 6th of every month, this is when late fees are addressed, and everyone gets their 30-day notice. The 30 days start on the 6th of every month, meaning if within those 30 days no payment is received, we proceed to eviction. We do not take any partial payments, nor does our portal accept them. All residents need to pay in full or if a program is going to assist our residents, it's fine, but they need to provide the difference. If not, we need to return that payment.  We follow these guidelines per our lease. Once they are in the eviction process, the court does not allow us to take any partial payments. 
  We are working on getting our property pressure washed soon, this is in the works. We apologize for any miscommunication issues with prior staff onsite. We do train all our staff with the same directives and residents can reach us on our company website.

  Customer Answer

  Date: 03/19/2025

   
  Complaint: 23012440
  
  I am rejecting this response because:
  The entire issue was not addressed. The whole issue was a eviction was filed without any notice actually given. Can you please address that concern? 
  

  
  Sincerely,
  
  Emerald *******

• Initial Complaint

  Date:02/05/2025

  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.

  My wife and I moved to *********** for military obligations, and because of the rush nature of my work I had to find a new home in a new city fairly quickly. We picked ********* because of its quick entrance on to the freeway so she can get to ****** more efficiently since that is where her internal job transfer would take her. Getting an unit from Atlantic Pacific is the biggest mistake I had ever made. A month into moving into the property we started noticing roaches. Told the property managers and got pest control to come. two months later pest appeared again, and thus asked for a pest control spray again. In the span of 6 months we did 8 pest control sprays, 3 of which were done 2 weeks apart. We asked to be moved to another unit because of the infestation and we were denied. This infestation has costed thousands of dollars in personal property loss. We can not use the kitchen we paid for. We are forced to purchase every meal for sanitary reasons. And the property managers instead of being helpful are being resentful even though we pay all our bills on time and not complained about anything other than the bugs. We confronted them and they claimed to have spoke with our neighbors about bugs in their unit and said that no one else is complaining. Wife and I knew this was a lie because we talk to our neighbors, but we thought no harm in asking them ourselves so we knocked on our neighbors door. I am not exaggerating, everyone we talked to has roaches in their unit and only one neighbor said they got a call. Is this how yall do business? Is this how yall treat servicemembers? I got better treatment in bootcamp than at Atlantic Pacific.

  

  Business Response

  Date: 02/07/2025

  Dear ****** ****,

  Thank you for reaching out and sharing your experience. I am truly sorry to hear about the significant challenges you and your wife have faced in your new home,and I can completely understand the frustration and stress this situation has caused.

  
  We determined that due to the pet that is not on the lease, we were unable to access your home for treatment to rectify this matter. We spoke with our pest control contractors, and they provided a full report on how often they have gone by, the activity theyve seen and how often they were able to gain access.Especially after multiple attempts at pest control, it is imperative to allow them to enter at the times they are scheduled, or the issue will be prolonged.  I am particularly concerned about your claims of being denied a unit transfer. I have spoken with our team, and no one denied you to transfer.This is a subject that was never discussed with me and would have no issue in transferring if that is a decision you wanted to make. You and your wife deserve to feel comfortable in your home.

  
  I will escalate your case to the property management team immediately and make it a priority to investigate the situation further. We will address the concerns about the neighbors' conditions, and work on a viable solution as quickly as possible with them. Its important to me that this issue is resolved to your satisfaction.

  
  As a servicemember, you should receive the highest level of respect, and I deeply regret that you feel this has not been the case with Atlantic Pacific. I will ensure that your concerns are taken seriously and that we address any misunderstandings promptly.

  
  Please allow me some time to review the situation. In the meantime, if theres anything else I can do to assist you, please dont hesitate to let us know.
  Thank you for your patience and understanding.

• Initial Complaint

  Date:01/14/2025

  Type:Product 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.

  Dear Better Business Bureau,I am filing a complaint against The Bristol, an Atlantic Pacific community, regarding the prolonged delay in receiving my security deposit refund.I moved out of these ***** infested apartments at the end of September 2024 and have yet to receive the refund of my deposit. Despite providing my forwarding address to ******* (the property manager) multiple times, the check was sent to my former apartment at ***********, apt 4303. After repeated attempts to contact the management team via phone (which were ignored), I had to visit the property in person. During this visit, I was informed that the original check would be canceled and reissued in early December because the property management failed to provide their accounting team with my forwarding ********** is now mid-January 2025, and I am still waiting for the refund. According to Texas Property Code, Chapter 92, Subchapter C, the refund should have been processed within 30 days of my move-out date. This ongoing delay is unacceptable, and I am requesting immediate action to resolve this issue.I would like clarification on the status of my refund and confirmation that it will be expedited to the correct address that I have repeatedly provided. Absolutely none of these properties have answered their phones from the time I moved in, until now. Ive also reached out to ***** (the regional) but she has been completely unresponsive and does not seem to ever intervene to help find solutions. Please advise if any additional information is needed from me to resolve this matter promptly.Thank you for your assistance.Sincerely,***** **** *************

  

  Business Response

  Date: 01/22/2025

  We have overnighted her refund check last week.

  Customer Answer

  Date: 02/05/2025

   
  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. This was sent months after move-out, well past the legal timeframe. Nonetheless, it was received after escalation to a district manager. 
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:12/11/2024

  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.

  My Lease at my apartment expired the 25th of July 2024. In the month of April 2024 I went to the Office located at the Apartment complex and spoke with an Associate of Atlantic at Tradition and stated I was not renewing my Lease. At no time during this meeting with the Associate did the Associate asked me to write anything down other than my name and apartment number and I left the Office thinking it was taken care of. In the Month Of May I went back to the Office and ask an Associate that I would like a copy of all my Rental payments of the 2 Years that I was living at the Complex. I was told that the Manager would be able to accommodate my request but it would take some time. At no time during my time in the Office did the Associate or the Manager express a concern that I forfeited my Deposit because I did not show my intention of not renewing my lease. I went to the Office in the first week of June and the Manager gave me the copy of my Rental Payments of 2 Years and again no mention of my lateness of declaring my intention of not renewing my lease. I think this important because I am under the impression that nothing is wrong. Fast Forward to my moving on the date of July 25th on that day I gave the keys to the apartment in the Office, and I asked about my deposit and was told by the Associate at the desk to write down my new address and I would received a statement about my cleaning fees. I said fine take the cleaning fee from the deposit and send me the balance. A month later I received a statement showing my 1800 dollar deposit was null and voided and a bill of 440 dollars due in cleaning fees. I called the number at the bottom of the statement which has nothing to do with anyone at the Office in the Complex, talked to a person that I have never met is in another Office that I have no idea where this Office is, and my problem is this person is taking my money and charging me an extra 440 dollars with late fees and threatening to go to collections.

  

  Business Response

  Date: 01/02/2025

  The complainant entered the office on June 7, 2024, and requested a copy of their ledger from property staff and advised the property staff that they were in a process of buying a home. The property staff asked them if they had filled out the Notice To Vacate (***) form and they replied "NO". The property staff provided a *** and the resident completed and submitted the *** on June ******. June 8, 2024 is the official notice date and the resident moved out on July 25, 2024.
  

  A final account statement (FAS) was created and sent to the complainant address of record pursuant to Florida statutes. The *** detailed all charges made against the complainant's security deposit. Among these charges was one for providing insufficient notice. The complainant was required to provide a minimum notice of their intent to vacate of Sixty (60) days. The complainant provided the notice to vacate on June 8, 2024, and vacated the apartment on July 25, 2024. This means the *** was submitted exactly Twelve (12) days short of the required notice as agreed to in the lease contract between the complainant and the Atlantic Tradition.

  The *** provides all former residents with information which details what steps they should take if they want/need to dispute any charges. The former resident made no such dispute and after Sixty (60) Days, the file was sent to a collection agency. 

  On September 30, 2024, the complainant received and opened an emailed invoice detailing what is owed. The complainant has had multiple, documented interactions with the collection agency since.

  As of this date, the debt is real and due immediately.

   

  
  
  
  

  Customer Answer

  Date: 01/16/2025

   
  Complaint: 22674336
  
  I am rejecting this response because:
  I went into the office in April *** and June. In April I went into the office and told the Property Manager in the office that Day and told her I was moving. She never presented me with a form to fill out. She Thank Me and told me sorry to see you go. At no time did she mention a form for me to fill out. I went into the Office in *** and asked for a copy of all my rental payments for the 2 years I was living there. The Property Manager there at the time said she would have to talk to her Boss she said give it a week or so and again no mention of any form to fill out. It was 2 weeks in June before The Property Manager in charge gave me the copies of rental payments and asked me again asked me to fill out a form stating I was moving. At no time did she mention that I should have filled the form out 60 days before moving if she had I would have told her I came into the office in April and early *** and that was the first time I heard of the word form. I would have told her that from April *** the numerous times I was in the Office talking to her Managers not once was any mention of a form to fill out was discussed. So I thought everything was taken care of. 1800 dollars deposit is forfeited by their Office and over 400 dollars in fees for cleaning the apartment is being charged to me. The 400 dollars should be taken out of the deposit because that is what the deposit is there for and the balance should be sent back to me. I made on time payments of rent of 2000 dollars times 24 months. Now this Company wants to add my deposit of 1800 dollars plus the 400 cleaning fee. The Property Managers in the Office on the Complex are the only Persons I had access to and they should have helped me from the first moment I walked into that Office in April and done their Job in helping me comply with any requirements their Company required. Such as Forms to fill out. Now I am dealing with Persons who have taken my deposit and charging me a cleaning fee that I didnt have access to or know them at all.  If the website which was available was the place for me to state my intention of moving then the Property Managers in the Office should have stated that to me. All the Property Manager had to do in April when I first walked into the Office is say Mr. *********** since you are moving can you please fill this form out. I would have filled out the form and said have a good day. 
  Sincerely,
  
  ****** ***********