Complaints

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

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  The Collier Companies

  220 N Main St Gainesville, FL 32601-5318

• 

  The Collier Companies

  1015 NW 21st Ave Gainesville, FL 32609-3448

• 

  The Collier Companies

  3205 NW 83rd Street Gainesville, FL 32606

• 

  The Collier Companies

  309 SW 16th Ave #131 Gainesville, FL 32601

• 

  The Collier Companies

  303 NW 17th Street Ste A Gainesville, FL 32603

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:04/16/2024

  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.

  After moving in and spending only one night I get a call from ****** in the office telling me my account returned a payment due to NSF to pay it immediately with a late fee. I had $3k in my account I went to my bank and got a print out just for my bank to tell me ********* ******* reversed the payment then tried to lie and say it was a NSF to get more money out of me. The day before moving in they deleted my account portal so I couldn’t make any payments by card. And right before it was time to pay rent she deleted my account again preventing from paying rent then added over $100 in late fees and still wouldn’t open my account I got someone else to open it. And a few hours later she deleted it again. They do anything they can to screw you over and try to charge you extra fees. This place is full of illegal and unfair business practices stay away at all costs!!!!!

  Customer Answer

  Date: 04/16/2024

  After moving in and spending only one night I get a call from ****** in the office telling me my account returned a payment due to NSF to pay it immediately with a late fee. I had $3k in my account I went to my bank and got a print out just for my bank to tell me ********* ******* reversed the payment then tried to lie and say it was a NSF to get more money out of me. The day before moving in they deleted my account portal so I couldn’t make any payments by card. And right before it was time to pay rent she deleted my account again preventing from paying rent then added over $100 in late fees and still wouldn’t open my account I got someone else to open it. And a few hours later she deleted it again. They do anything they can to screw you over and try to charge you extra fees. This place is full of illegal and unfair business practices stay away at all costs!!!!!

  Business Response

  Date: 04/26/2024

  We regret to learn about the challenges you encountered with your account payments and the communication from our office. It appears that there was a notable breakdown in communication and transparency, resulting in frustration and inconvenience for you. While we did not intentionally cancel your account, we acknowledge that you've faced significant issues with our login portal.
  Prior to your move-in, we had two accounts associated with your name, with one being archived. Upon accessing the correct account, our bank returned your check due to insufficient funds. In an effort to alleviate the situation, we took the initiative to reverse all late fees as a one-time courtesy. For further clarification, I've attached the ledger for your reference.

  We do see that you were able to get into your current & correct account as latest as April 23rd at 9:49 am. As long as there are funds in your account, your payment shouldn't experience an issue for May's rent.
  If there are any additional matters we can assist you with, please don't hesitate to reach out.

• Initial Complaint

  Date:02/28/2024

  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 co-signed a room for my son at a student housing, lease expired , then it was renewed several times between the appt complex and my son, I've never once signed any documents for renewal, the bathroom tiles was supposed to be fixed while he was moving in at the beginning and the office never did, the appt was so infested with roaches, we made several attempts to get pest control out, per the appt they sent a company out several times, but the roaches were still there, it got to the point roaches was crawling onto his bed, in the shower, everywhere, ( I have all the pictures and videos to share) which became a health safety, I request for a new room , we were told they can't until the current appt was treated first, after months of back and forth so he decided to sleep somewhere else and not pay for the appt until they come up with a solution, nothing was done until he found another place, now they're suing me for $7648.91 when I didn't sign the renewal lease, I have a copy of the lease , I've been calling Trinity Central Billing since December and I'm yet to get an answer, All they keep saying is give them two weeks to get the paperworks from Seminole Grand because they didn't renew the lease, they just took over the company. I sent emails, I called almost every 2 weeks, I don't want to go to collection and they never call me back. I feel like since I didn't renew the lease they have no business sending me a bill nor to collection , neither is my son specially the room was uninhabitable because it was infested with roaches.

  Business Response

  Date: 02/29/2024

  Good Morning ****** 

  The Collier Companies sold this Community in March of 2023. We are unable to process or assist in your request due to no longer owning. Please reach out to the new owners or the community directly to assist. Unfortunately, this is something we cannot assist with. 

  Customer Answer

  Date: 02/29/2024

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: 21358923

  
  

  I am rejecting this response because: When I contacted their billing department, I was told by the reps ****y on 1/30/24 that they requested those documents and still waiting from your company to provide those information , on 2/19/2024 I spoke to ****** and she told me the same thing, that they can't make no decision because they're still waiting from your company for those documents. because the contracts were to your company before they took over,  

  
  

  Regards,

  
  

  ***** ******

  
  

  
  

  
  

  
  
  

  Business Response

  Date: 02/29/2024

  Good Afternoon, 

  All the following signed documents have been sent to the community in the sale; not limited to: 

  The Application completed by ****** ******** on 9/13/22. 
  The General Unconditional & Continuing Guaranty Agreement signed by ***** ****** from 9/13/22.
  The signed leased from 9/13/22. 
  Renewal Installment Lease signed 1/7/23. 
  
  The team has the documents. Please reach out to the new owners, there is, unfortunately, nothing we can do. As they would be unable to send you to collections without the above documents and total ledger. As we are not the owners, we can legally not assist in this matter.

• Initial Complaint

  Date:01/16/2024

  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.

  Per Florida law, merchants cannot charge more than a total of $40. This company charges $50 per returned check fee. In their lease it is violating Florida law. I am requesting cancellation of the 2024-2025 lease with Gainesville Place Apartments. This falls within the predatory rules for consumers.

  Business Response

  Date: 01/28/2024

  On
  January 10th, 2024, *** ***** ***** (aka *******
  ******) turned in a check in the amount of
  $450 to the leasing office, which was processed the same day. On January 12th,
  2024, *** ***** reached out to the front office, to inquire on why her check
  was processed immediately. The rental manager informed her via email that
  checks are processed within 24 hours of being received by the office. *** *****
  expressed concerns that her check would not clear from her bank due to the
  timing of the funds being released. The rental manager explained to her that
  once a payment is returned for insufficient funds, there is a $50 NSF fee
  charged to a resident's account, as stated in the lease agreement. *** *****
  does not agree with this charge. On January 12th, 2024, *** ***** emailed the
  community manager to dispute the $50 NSF fee and requested a lease correction.
  At the time the payment had yet to be returned for insufficient funds. The
  payment returned on January 13th, 2024, and *** ***** made the $50 payment on
  January 14th, 2024. Her account is up to date. 

  Customer Answer

  Date: 01/29/2024

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because: That statement from Collier Companies is not addressing the complaint.

  The complaint is that they are charging more than the law allows for the State of Florida.

  
  

  Regards,

  
  

  ***** *****

  
  

  
  

  
  

  
  
  

• Initial Complaint

  Date:12/14/2023

  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.

  This apartment complex overcharges on late fees. $50 for the first and $10 each and everyday! Something has to be done about it ! And then when you don't have payment on time they are QUICK to send your leasing information to evictions. My rent goes from $1279 to 1400-1500 every month all because of late fees. It is overstepping and over doing and they don't take much care of the apartment just patch and hide certain things until a bigger problem arises. Something needs to be done or I'm taking it further. And another thing the landlord needs to start taking more notes and answering the phone rather than calling every other day asking about the same thing.

  Business Response

  Date: 01/10/2024

  As per *** ******* lease agreement, executed on 7/23/23,
  rental payments are stipulated to be due on the 1st of each month, with a grace
  period extending until the 3rd. Subsequently, on the morning of the 4th, a $50
  late fee is applied, along with an additional $10 for each subsequent day that
  the account balance remains over $100.
  
  At Hidden Village Apartments, we diligently adhere to
  standard Florida lease agreements, and we have ensured compliance with the
  three-day notice Florida Statute in this instance. Communication is paramount
  to us, particularly when addressing matters related to late rental payments.
  Through effective communication, we have observed a reduction in eviction
  instances and a generally positive outcome for our residents.
  
  I will be proactively reaching out to *** ***** to discuss
  maintenance concerns and ensure that all aspects of her apartment home are in
  proper working order.
  
  Thank you for your attention to this matter, and please do
  not hesitate to contact me if you require any further information.
  
  Sincerely,
  
  ****** ******
  Community Manager
  Hidden Village Apartments
  ***** ********

• Initial Complaint

  Date:08/14/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 is my second BBB complaint for this property. West 10/The Collier Companies is the WORST apartment complex I have ever lived at. My past lease, from August of 2022 to August of 2023, was an absolute nightmare. The unit is roach infested, gnat/fly infested with no pest control. If pest control is requested, the maintenance order is marked as completed, and no pest control ever comes.
  
  Towards the end of my lease, another tenant was moved into my unit. This tenant had a pet that absolutely destroyed the unit. The tenant never cleaned up after the animal, and would leave it caged up at all hours of the day. Imagine coming home from work at 7PM, every day, to hear a puppy screaming in her room. The tenant would beat the animal and never clean up after it. I had stepped in animal urine and feces numerous times. If the tenant was home, you would have 0 peace of mind as the tenant would smoke marijuana within the unit and blast her tv at max volume, at all hours of the day. This is a 1500 sq. ft. apartment, and her tv can be heard from the front door of the unit. Her room was at the opposite end.
  
  Management told ME to move out. They also offered mediation between myself and the new tenant. I asked what a mediation is supposed to do. There was no response. My other roommates complained about the new tenant as well. I found a new tenant to take over my upcoming lease as I had already renewed. The property is wanting ME to pay a $300 fee for this. Why? When I asked why, it was because they had to send a docusign contract. As attached, I notified the property that I would not be paying them another cent. I have spent so much time away from my own home. I was not there the entire month of July because the unit is unlivable.
  
  I have had countless problems. They do not offer prorated rent and force new tenants to pay an entire month when move-in isn't until the 16-20th of the month. They have changed locks on me while I lived there. Management is absolutely worthless.

• Initial Complaint

  Date:08/07/2023

  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.

  I moved into College Park at Midtown Central Place Studio on August 15, 2022. Since the very first day of moving into this unit it has been crawling with roaches. In fact, in the first month when asked how I was enjoying living here by a staff member I explained that I was having roach issues. I complained numerous times about the issue and the resolution is to send a pest control employee who also responds to general maintenance requests for my unit. When I have dealt with other pest control companies in the past such as Terminex they usually do their best to assess the situation, leave traps out and spray inside and out. However, I have not had this experience with the Collier Properties pest control. I am not a pest control expert, but I do know roaches are extremely resilient. The spraying of the unit is ineffective at least in my experience. I have spent hundreds of dollars managing this issue, leaving sticky traps, bait, spraying the unit, ultrasonic pest repellers, and maintaining a clean unit. I don’t even eat in my apartment! I am far too fearful as I have found an infestation in my microwave, which I reported to the complex. They stated they would take care of it and to email photos. When I did that they did not respond and sent someone to spray the unit again. My air fryer shorted out because a roach likely touched an electrical component. I know this because it stopped working, smelled burnt, and upon inspection I found roaches living in the vents. Keep in mind there is no way this air fryer had food in it because the entire tray comes out for easy cleaning. So I have spent hundreds of dollars, threw out a microwave and an air fryer. I have documentation of the roach infestation and I will not accept if these claims are dismissed. I see a few roaches each DAY including tiny nymphs. I will also not accept “ bad sanitation is a major key for continuing infestation” I have also documented the cleanliness of my unit.

  Business Response

  Date: 08/14/2023

  We are committed to providing our residents with excellent service and satisfaction in their apartment homes.  We offer pest control services outside of our quarterly inspections at the request of the resident.  Prior to the recent request, the last request made by *** ****** for pest control was in October 2022. At that time we had the apartment serviced by our third party pest control service provider, Carlisle Pest Control. Following *** ******' BBB complaint, we scheduled pest control, and they serviced the apartment on 8/7/2023 to conduct an inspection and provide treatment. We have also asked that pest control service *** ******'s apartment weekly until the concern is addressed to her satisfaction.

  Our office is open seven days a week, our phones for service requests and pest control are answered 24 hours a day/365 days a year and residents have the opportunity to place their own requests in as needed through their resident portal.  The nature of her concerns were not brought to our attention via the telephone, in person, via email or through her resident portal.  We would like to continue to work with *** ****** with direct communication to her for full resolution.

  Customer Answer

  Date: 08/14/2023

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because:

  I would like to start off by stating that I am pleased with the efforts being taken by College Park. ********* the manager assured me the unit would be treated and that my damaged appliances would be replaced. With this being said, I would like to correct the statements about my communication with your property. It is frustrating that I took the time out of my day to communicate the infestation to you and it being dismissed. I have brought the issue to your attention past October 2022. I went to your front office when I discovered my microwave was infested. ****** stated my unit would need to be bombed but it was sprayed as normal. I also gave you the opportunity to treat my unit while I would be away. The claim that I did not do my part to alert you to the severity of the situation is false, and I have continued to bring it to your attention to the present day.

  Regards,

  
  

  ***** ******

  
  

  
  

  
  

  
  
  

• Initial Complaint

  Date:06/20/2023

  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.

  Completely predatory business model. They have you pay application fee and never actually process the application. I called twice and someone said they’d call me back but never followed up.
  Then, if you start a new one but don’t finish, incessantly call to have you “complete your application.” Clearly they just care about scamming people out of the application fee.

  Business Response

  Date: 06/20/2023

  ***** *******, informed me via the below email, the issue has been resolved. He also informed me he had emailed the BBB to inform you as well.  Thank you for your assistance with this matter.

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

   

  Hello,
  
  I
  emailed the BBB and told them the complaint was resolved.
  Terrible
  communication by the local community but the assistant manager responded
  appropriately.
  
  Thank you.
  
  ******** ********

   

  Good
  morning Mr. *******, I am very sorry to hear about your experience.  I can
  assure you we do not scam people; we care deeply about our customers
  (residents) and always try our best to provide great customer service. 
  Can you please respond to this email with which community you applied to so I
  can address this complaint with them directly. 
  
  I
  look forward to hearing back from you so I can find out what happened. 
  Thank you and I hope you have a wonderful day.
  
  Mindy
  Winslow
  Senior Executive Assistant

   

  Customer Answer

  Date: 06/20/2023

  Hello,

   

  I’d like to cancel this complaint as it has been resolved.

   

  Thank you.

• Initial Complaint

  Date:05/19/2023

  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.

  LEASING TERMS AND PROCEDURES, RACIAL BIAS AND ACCUSATIONS ALLOWED AND BASIC MANAGEMENT INCOMPETENCE
  
  This company's complex has several complaints online about their Management practices.
  
  It's residence consist of college students primarily, however it is a mix residency.
  Their leasing policies take advantage of the immaturity of the students. Allowing the company to issue outlandish fines. In the range of 25, 150 to 300 and that can increase within the same week of receiving a fine. The fines are based on the cleanliness of the public area in these apartments which generally have 4 roommates per apartment.
  The actual everyday management of service at the office borderlines on college students themselves actually managing the service.
  
  My son moved in building 6 November 2022. A month later he was fined over 150 for cleanliness.
  To this date he has been fine over 800. All fines are based on assumptions or accusations from a roommate along with his mother, both of whom have used racial slurs against my son.
  
  My son and myself has put in several complaints against this roommate and against the mother who comes to visit and harass my son.
  We are told it would be looked into however no one contacts myself or my son to follow up.
  During these times the roommate puts in a cleanliness complaint against my son and within a day my son is issue an unproven fine.
  
  The leasing department justification is it that it's a part of the lease, which is if you don't keep the public area of the apartment clean you shall be fine.
  The problem is they can not prove the fines because it's always a he said/ base accusation.
  
  This is really the egregious part of the whole lease. They know nothing can be proven one way or another and they know that young immature college students will likely not challenge the company's authority.

  Business Response

  Date: 05/23/2023

  Good Afternoon,
  
  We appreciate the opportunity to respond to the complaint
  filed by guarantor ***** **** on behalf of her son, ****** ****. We take all
  concerns seriously and strive to provide a positive living experience for our
  residents.
  
  Regarding the specific allegations, I have thoroughly
  investigated the situation to the best of my ability as I was not working at
  The Crossing at Santa Fe when this situation arose. My findings reveal that
  there were several notes left by the former resident relation manager, pertaining
  to ******** guarantor. Additionally, other members of our team have previously
  addressed cleanliness concerns in the apartment home. Maintenance was called on
  05/15/2023 to address a clogged sink, and during their visit, they discovered a
  messy common area, which can be seen in the attached pictures. Following this
  discovery, our Team Member, ****, reached out to all roommates to gather
  information, but no one claimed responsibility for the disarray or use of the
  fire extinguisher. Our records show that ****** had been approached before on
  numerous occasions about smoking, cleanliness, and sleeping in the common area
  as other roommates have complained about the living situation and have refused
  to use common areas.
  
  We want to emphasize that we do not tolerate any form of
  discrimination or inappropriate behavior within our community. We are committed
  to fostering a respectful and inclusive environment for all residents. We have
  taken appropriate actions to address the concerns raised and ensure that such
  incidents are thoroughly investigated and properly handled.
  
  We apologize for any lapses in communication during this
  process. Moving forward, we have implemented measures to improve our response
  time and ensure residents are kept informed about their concerns.
  
  We appreciate your attention to this matter and the
  opportunity to address the complaint. We remain dedicated to providing a
  welcoming community for all our residents. If there are any further concerns or
  if you require additional information, please do not hesitate to contact us.
  
  Sincerely,
  
  ******* *******
  Community Manager
  The Crossing at Santa Fe

  Customer Answer

  Date: 05/24/2023

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because:  

  My son has made numerous complaints about said racist roommates which has targeted him for the mess in the apartment.  However, to no avail management has not responded until now.  They have continuously made assumptions that all mess including ones in their pictures belong to my son based solely on hearsay.  They accuse him of  having a old fringe on the patio which was left by a previous tenant.  They accuse him of clogging a kitchen sink that was problematic and clogging before he moved in.  Once again during a random inspection at any time of  the day my son was given a $300 Fine  which  stated that it is assumed that because he had dishes in the sink at the time of the inspection that he must have clogged the sink.   When my son first moved in and  was there but a week, he complaint to me about the sink.  I told him to call the office about it. As for  the smoking, it was resolved months ago.  He was not informed  that the patio  is the designated area for this.  Once he was told this,  if he smokes at all, he only smokes on the patio a smokeless ashtray so that the smoke is contained.  As for the falling asleep on the crouch in the apartment, it was just a natural thing that happen.  He was never told that he could not fall asleep on the crouch in an apartment where he  pays rent.  The lease does not specified  particulars and everything is stated in a general way.

  My main reason for this complaint is based on Crossing at Sante Fe  business practice to randomly inspect apartments without pre notifications and without license inspectors. One reason to consider random unannounced  inspections is that you are sure to find something to warrant a Fine,  especially if  your building residence is mostly  immature college students. 

  This company's response to this complaint is disingenuous to say the least.  Complaints are subjectively responded to.  The Fining procedure is a sophisticated nickel and dime operation. They also have numerous negative reviews online that include my concerns and many other issues. 

  See:   ******************************************************************************************

   

   

   

   

  
  

  Regards,

  
  

  ***** ****

  
  

  
  

  
  

  
  
  

• Initial Complaint

  Date:03/16/2023

  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.

  Paradigm Properties Management Team, Inc dba The Preserve at San Luis are practicing illegal tactics to keep students in open leases. On January 19, and until today I have been harassed by email. I was sent a copy an unsigned lease and charged $4333.73 for not moving into an room/apartment, because I feared for my safety and security. As previous stated the lease was terminated with fair notice in October due to rental agents/ Eunice and Property Manager ******* being aware of personal information of future tenant being released to other tenants. San Luis, it’s leasing agents and or “third party agents are in violation of FL Statue 501.171 Security of Confidential Information (g)1. “Personal information” means either of the following,: a: An individual’s first name or first initial and last name in combination with any one or more of the following data elements for that individual. (2) Requirements for data security-Each covered entity, governmental entity or third-party agent shall take reasonable measures to protect and secure data in electronic form containing personal information. San Luis, it’s leasing agents and “third party agents” failed to provided data security. Also, within 30 days after determination of breach San Luis, it’s leasing agents and third-party agents did not provide notice or provide any services related to this breach. To add additional stress, insult, distraught, anguish, and humiliation the same roommates have written statements saying the room was occupied/leased immediately by Eunice with another tenant. On February 19, one month later, I was sent a notice in regard to a notice of collection for $4333.00. On February ,7 2023, someone came into San Luis to sublease the room/apartment but was told by **** there was none available to lease. A tenant was looking to sublease a furnished room, but as also told an apartment would not the following week. The problem is my lease states unfurnished!!! Also on February 7, another person called and spoke with Eunice and was told there were no leases available to rent until summer. On January 19, another tenant called and asked for availability, but were told there were no leases available. On February 19, my mother called and spoke with **** and was told ******* the property manager, was unavailable, would not return my call and that all correspondence should be through emails. **** was also hesitant to give the person over ******* name and email. He advised that she would only send it back to ******* to handle. She advised him she would be sure to tag both parties for the complaint. **** disclosed, that the apartment had not been sub-leased yet. The mom explained several people have been trying to lease it, it has been over 1 month and all were told it was unavailable since January.
  
  Email Sent by ****** ************ (guarantor)
  *******,
  
  The lease signed on 9/28/2022 does not disclose any specific apartment/room. As guarantor, I signed for approval of apartment and waive fees, under distress. Although, it was never disclosed the specific apartment and the apartment was never shown. I will NEVER sign an open lease that is not attached to any specific property or entity. Legally this information could not be added to the, because it has been executed when signed by both parties. The lease must be resigned or an added addendum, for it to be a binding legal document. Therefore, the lessee could not be charged for an apartment that doesn't exit. Therefore, Paradigm Group has falsified and misled the lessee into signing an agreement of an apartment/room at The Preserve at San Luis.
  
  Per our conversation on 03/16/2023 @9:50 am, ******* stated she would provide a record of the complete file including the address of subject apartment assigned to lease. *******, as manager, also claim the same apartment is still available, after 3 months. The apartment is available due to unforeseen circumstances, that she was not obligated to disclose. Although, the other tenants of "ghost" apartment said the apartment was occupied a week later by January 19, 2023. To get this matter resolved, I am requesting ANY and ALL emails and records of the "ghost" apartment in lieu of charges in the amount of $4330.00 subject to lease signed on 9/28/2022 by ******* ********, per FL Staute 83.
  
  ****** ************

  Business Response

  Date: 03/20/2023

  Dear *******,
  
  We hope this message finds you well. We wanted to reach out
  to you regarding your lease that was signed in September 2022. We sent you a
  move-in letter in December 2022 for a January move-in date. As a BTB community,
  all leases are signed with a blank apartment number and all assignments are
  made after the lease is signed and approved. Once you were assigned to a unit,
  we gave your name and phone number to the current residents of 2535V to inform
  them of a new roommate coming in.
  
  We understand that you claim to have told us you were not
  going to move into this apartment back in October 2022, but we have no record
  of this happening. Unfortunately, you failed to take possession of the unit on
  your move-in date. We contacted you twice by phone and during those phone
  calls, you stated that you would not be moving in and said you would “get back
  to us” regarding moving in. We informed you of our policies regarding someone
  failing to take possession of the unit, which includes the lease being charged
  in full until we re-rent the bedroom. We sent you a financial statement on
  January 23rd showing the amount owed and highlighted section 3 of the lease
  agreement titled “default.”
  
  We reached out to you again on January 17th because we had
  not heard back from you regarding whether you would be moving in.
  Unfortunately, we did not hear from you until your guarantor contacted us on
  March 16th, 2023. We attempted to fill your spot by having a current resident
  transfer into that bedroom, but unfortunately, the resident no longer wanted to
  complete the transfer. Your bedroom has been on our availability list since
  that transfer fell through.
  
  We are only able to fill a bedroom if the incoming applicant
  meets the preferences of the current residents residing in the apartment.
  Availability is subject to change daily, and when you attempted to send people
  to sublease the apartment, we had a planned transfer, so we were unable to lease
  it to someone else at that point. Once the transfer fell through, the team
  began attempting to lease it again. A new resident is planned to move into that
  spot on March 20th, 2023. Once this future resident takes possession
  of the bedroom, you will be removed from financial responsibility from March
  2023-July 2023.
  
  

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

  Community Manager

  The Preserve

  Phone (************

   

   

• Initial Complaint

  Date:01/12/2023

  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.

  My son, wife, and I went to ******** ***** to meet one of the leasing agents ******* ***** sometime in October 2022. He showed us a model for a 4br/4ba apartment for my son who will studying in ***. The model apartment looked very clean and well furnished (agreement was a furnished apartment). We agreed to it and paid reservation and the rest during moving in. On move in date which was January 5, 2023 , ******** ***** basically let my sign (or fooled my son) into signing the lease agreement WITHOUT even looking at the actual apartment. I was waiting in the car as I had confidence my son can understand what ******** ***** personnel were telling him. They handed him the key to his apartment. They told him he CAN'T have the key to his room unless he signs the lease agreement. Upon entering his designated apartment, what we saw was TOTAL NIGHTMARE. The living room was a mess. The kitchen sink was full of dishes that looked like it has been sitting there for weeks. The fridge was filled with various mold laden food and old condiments. The kitchen cabinets were also filled with old condiments. The apartment floor was not clean (the common areas), and the living room looked so dirty too. What we agreed upon with ****** (he said he will room in my son with people of similar backgrounds, activities, interests, etc). The room reeked of the smell of weed too. The living room TV was non-functional and the sofa had seen better days. The kitchen trash container was also filled to the brim with refuse and waste. The door of my son's room looked a little bit ajar even if it was locked , as if someone tried to force their way in. The provided room floor metal cabinet is badly dinged I had a hard time opening and closing the drawers . The room carpet looked dingy. We tried returning the key to the leasing manager but basically he said "take it or leave it ". My son never spent a night at that apartment as I basically thought that place is dangerous for my son. Please help us.

  Business Response

  Date: 01/12/2023

   

  We are so pleased that ****** and his father came in to visit us here at ******** *****.  We are even more pleased that ****** selected us as his new home for the school year.  ******** ***** is a community that takes great pride in our residents and the accommodations we provide, unfortunately, on rare occasions, we fall short of expectations and roommate adaptability.  ****** ****** can be quite the adjustment, we do everything we can to match roommates.  In this case, the roommate left on vacation and did not return in time to properly clean and welcome his new roommate. Once we spoke to ******** father, we immediately scheduled our housekeeper to clean the common areas.  We did not charge the new resident for any of the cleaning services performed.  We then reinspected the unit and found it to be clean and ready for move-in. 

   

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

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

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

  Business Response

  Date: 01/12/2023

   

  We are so pleased that ****** and his father came in to visit us here at ******** *****.  We are even more pleased that ****** selected us as his new home for the school year.  ******** ***** is a community that takes great pride in our residents and the accommodations we provide, unfortunately, on rare occasions, we fall short of expectations and roommate adaptability.  Shared living can be quite the adjustment, we do everything we can to match roommates.  In this case, the roommate left on vacation and did not return in time to properly clean and welcome his new roommate. Once we spoke to ******** father, we immediately scheduled our housekeeper to clean the common areas.  We did not charge the new resident for any of the cleaning services performed.  We then reinspected the unit and found it to be clean and ready for move-in. 

   

  Lauralee Golightly

  Community Manager

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