Complaints

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:07/10/2025

  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.

  A functioning washer is part of my lease agreement. I requested repair to the washer about a month and a half ago. They still have not repaired the washing machine or replaced it.

  Business Response

  Date: 07/18/2025

  Hello, it is my understanding that this has been fixed. I spoke to the maintenance supervisor and he was going to check with ****** to make sure. I think this may have been submitted before it was fixed. We are happy to fix or replace the washer and we have been from the beginning, please confirm this has been handled, I am happy to help if it has not been. 

• Initial Complaint

  Date:06/16/2025

  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.

  Moved out of their apartment complex on 4/30/******* of June 5, 2025, I have neither received the security deposit nor a written notice of intent to impose a claim. Per Florida Statute 83.49(3):-If no deductions are being made, the landlord is required to return the full deposit within 15 days of the tenant vacating the unit.-If deductions are intended, the landlord must send a notice of intent to impose a claim within 30 days by certified ******* date, both deadlines have passed, and no such notice has been sent. I contacted their main office several times on: May 21, May 27, May 28, May 30, June 4 for update. Was assured the security deposit would be mailed on May 30 and that I would be provided with a check number. I even have text message confirmation from Atrium Manegement stating that an error had occured in accounting but that it had been resolved and that the check would be issued. Never again got any follow-up or confirmation from their office.I reached out via email on June 5th and was told that I owed over ***** because of damages. They attached this document via email with the list and it was dated June 5th as well. I filed a formal complaint with them on June 6th using the dispute form they provided adding all dated pictures I took of the apartment showing no such damages, and still letting them know that regardless I am owed my deposit as they missed the deadlines. The last correspondence I received via email from them is that they received the form, same day June 6th. On the same day I requested to know a timeframe for resolution. No response. On June 12th I asked again for a timeframe on resolution. Today is now June 16th and still no response. I am owed my $500 security deposit immediately. They know my mailing address as the document they emailed me on June 5th had it, and they know my apartment number because I signed a lease in another one of their complexes, and even confirmed it when I called them on May 21st.

  Business Response

  Date: 06/16/2025

  Hello, we are refunding the full deposit. This should already be processed. I will follow up to make sure. I understand they do have your new address, but could you please give it to me, just to prevent any further delay. Thank you so much and we are sorry for the delay!

  Customer Answer

  Date: 06/16/2025

  They are requesting that I provide them with my mailing address again:
  
  ****** *******
  *********************;
  Apt. 34
  *********************

  Customer Answer

  Date: 06/16/2025

   
  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 ON THE CONDITION that I do in fact obtain the full deposit reimbursement, and I get confirmation that no charges for apartment damages will be pursued as there were no such damages, provided picture evidence. 
  
  My mailing address as requested:
  
  ****** *******
  *********************;
  Apt. 34
  *********************
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:06/10/2025

  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.

  Atrium was the management company that took over my apartment complex. My roommates and I moved out of one of their apartment properties (************ in *********, **) at the end of ******** is now the second week of June and I still do not have my security deposit. I have been emailing constantly and I was the one who had to call the apartment complex to even get a update. I was told by someone at the complex I lived at two weeks ago that there was a technical error and Atrium was a professional company that would get the issue resolved. Unfortunately, I do not believe this at all. My patience has run out and the excuses no longer work. I am at the point where I am looking into legal action if this is not resolved/I do not have my deposit back by the end of this week.

  Business Response

  Date: 06/26/2025

  In regards to the complaint outlined for **********, this deposit has been returned to the past tenant and the past tenant has confirmed receipt of the refund. 

• Initial Complaint

  Date:04/16/2025

  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.

  Bbb I moved into the Hammocks by ****** in ***********, ** in January. I paid a $500 deposit. The hot water never worked so the property manager moved me to a different unit in February. I paid another $500 deposit. I still have not received the first deposit even after they confirmed the unit was in great condition and I singed to have the deposit sent back to me. The second unit has had a plumbing issue since I moved in. The kitchen and bathroom sinks and the shower drain. None of them drain properly. Also the shower was not transferring the water to the shower head fully only half would transfer to the shower head and the other half to only the bathtub. Maintenance came out last month and said he would order parts and replace. He never came back. I had to request maintenance again and he fixed half of the problem 4/15. The sink is not repaired, however. Another issue was the refrigerator. It went off and on for a couple of days and all of my food went bad. On top of it all, one neighbor smokes and I am having difficulty breathing because of the smoke as it seeps in through the window and under both sinks. She and the other neighbor are harassing me. One even called me at my work asking me to pick her up food. I do not feel safe at this point. Finally, I have not received my original deposit for the first unit which I moved out of in February. I can never get in touch with anyone from upper management when I call and the property manager on sight is unfriendly and unhelpful. At this point I would like a refund for the entire time Ive been here or to cancel my lease and not pay 2 full months to cancel. I would also like my original deposit back, as its been more than 15 days.

  Business Response

  Date: 04/28/2025

  Hello, it looks like the deposit on the previous unit was processed on 4/14. You should definitely have it by now. Please let us know if you have not received it. Unfortunately, we cannot refund the amount you have paid for rent so far, but we absolutely want to help fix the issue. I will talk with the onsite team and get back to you asap on a repair, if this has not already been resolved. 

• Initial Complaint

  Date:04/15/2025

  Type:Customer Service 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.

  Hello, I am writing to formally file a complaint against ********* Apartments, located in *******, where I currently reside as a tenant. I pay $1,273 per month in rent, and I have encountered a serious and ongoing issue with rat infestation in my apartment unit.Despite notifying the property management of this issue, the infestation has not been adequately addressed or resolved. The presence of rodents poses significant health risks and has rendered the living conditions unsafe and unacceptable. I have made multiple complaints, but the situation continues without sufficient ************** a result of these uninhabitable conditions, I am formally requesting to terminate my lease early without penalty. I believe this is a reasonable request given the circumstances, as the landlord has failed to maintain a safe and sanitary living environment, in violation of Florida landlord-tenant laws and the terms of the lease agreement. am seeking the BBBs assistance in resolving this matter and ensuring that my rights as a tenant are protected. Attached are photos, communications with management, and any other documentation supporting my claim. I have spoke with the company management ******,***** and ****** all of them are rude and no help. ****** told me it is no one else I can speak to besides ***** and ***** is out the country as 04/15/25 and will not return until Friday 04/18/2025 I have not been able to stay home my daughter has became sick due to this infestation the Rat was nibbling on my daughters leg while asleep and her bottle. The company says they set up traps but DID not The infestation continues and this is MAJOR CONCERN

  Business Response

  Date: 04/16/2025

  Hello, I reviewed this with our team and authorized allowing the resident out of the lease without penalty. I believe the team has already communicated this to the resident, I am happy to help if anything further is needed. 

• Initial Complaint

  Date:02/26/2025

  Type:Customer Service 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 have Rented from Atrium Mgmt for 8 years. Each year they come up with something on line. Today 2/25/25 there has been a string of emails. They want you to go online and complete a no pet policy. I went online to the app and my phone immediately picked up a virus. I explained what had and it fell on deaf ears. I also asked since I have surgery coming shortly that I needed to know the price of Month to Month and I was told by Mr ***** stated that they dont do that and I know that is a lie. . We have never been late or missed a payment.

  Business Response

  Date: 03/13/2025

  Dear Better Business Bureau,
  This letter is in response to complaint number filed by ******** ****** regarding their lease renewal and pet screening.
  We acknowledge the tenant's concerns and wish to clarify the situation. Initially, there was a miscommunication regarding the tenant's request. ******** inquired about lease options, and we mistakenly understood their request to be for a short-term lease. As our company policy is to offer long-term leases, we initially informed the tenant that we just do long term leases.
  Upon further communication, we understood that the tenant was requesting a month-to-month lease due to upcoming surgery. Once this was clarified, we immediately informed ******** that we would be happy to accommodate their request for a month-to-month lease. However, at that point, ******** indicated they preferred to proceed with the standard 12-month lease agreement,which they subsequently signed.
  Regarding the pet screening, Atrium Management has a company-wide policy requiring all financially responsible parties on a lease to complete a pet screening profile through ****************. This policy is in place to ensure accurate records and consistent application of our pet policies. This is a standard procedure applied to all financially responsible tenants, regardless of pet ownership status.
  We understand the tenant's initial frustration due to the miscommunication. We believe we have resolved the issue by clarifying the tenant's request and offering the requested month-to-month option. Ultimately,the tenant chose to proceed with the standard 12-month lease.
  Thank you for your attention to this matter.

• Initial Complaint

  Date:02/11/2025

  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 have been through so much with Atrium management in the last 2years. I wont go into detail about all I been through. Im writing today because I moved out my apt on 11/30/24. I was promised my full deposit back within 30 days and today is 2/10/25. Ive been communicating with them since 12/30/24, thats 30 days after I moved out. Every week they lie to me about my refund got me going back and forward to their office because they dont respond to emails after they lie. Well its been about 80 days and they continue to lie to me. I dont know what else to do at this point. My father passed on 1/14/25 and he didnt have insurance, so we had to pay out of pocket. I promised the funeral home director that money to bury my father but I never received it so therefore the funeral director had to subtract certain things to make it affordable for what money we have already. It was embarrassing because of the promise I made him and now my father doesnt have a headstone on his grave. Anyway, I want to make sure I get my money and no one else has to experience the lies I been told by a professional company. When my least was up 2 years ago, I wanted to move to another apartment but same property. Well, Atrium management charged me a transfer fee of $300-500 to move in another apartment after my least had expired. I never understood the charge because I didnt break a least, I just wanted to move because of the problem I had at my previous apartment. Problems like p*** coming up through my kitchen sink. Long story short, they owe me $1000 from my deposit and I been chasing lies since 12/30/24. I dont know what else to do. They use to charge me a late fee of $50 first day and $10 every day after. Is it possible for them to pay me a late fee since its been almost 80 days since I moved out.I just want my money and for them to be investigated because something not right about Atrium management. Please help me

  Business Response

  Date: 02/12/2025

  Hello, this check was mailed and not received by the tenant. We cancelled it and reprinted it. We hand delivered it to the property and the resident has picked it up now. 

• Initial Complaint

  Date:12/11/2024

  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.

  - Owns Camelot Apartment at ************************************* - Has not returned my deposit $500 after moving out on 10/29/24 - Has not removed unjust Month-to-Month fees of $250 as per agreement with ****** ****, Director of Multifamily. (email proof provided)- Has not reimbursed for $350 cleaning fee invoice as per email with ******* ****, Camelot Property Manager and as per lease agreement - Does not return follow up calls or emails in regards to refund, reimbursement and removal of Month-to-Month fees. Completely ignores any attempt to resolve issues.

  Business Response

  Date: 12/16/2024

  Hello, I am not showing a $350 cleaning fee on this account. We have credited the $250 MTM fee as promised. It looks like we just need a forwarding address in order to send out the $500 deposit and close the account. 

   

  Thanks 

  Customer Answer

  Date: 12/16/2024

  Hello,

  Thank you for removing the month-to-month fees. Attached is the cleaning invoice for $350. My forwarding address is **** *** ******* *****************************************

  - ****

  Customer Answer

  Date: 12/16/2024

   
  Complaint: 22672659
  
  I am rejecting this response because: my address has been added in the emails to ****** **** and the invoice $350 was sent to her as well. It has been forwarded to Camelot as well. 

  Attached is the invoice for $350 and the forwarding address for my funds are **** *** ******* ***********************************. Once received, I am happy to accept the issue has been resolved. 
  
  Sincerely,
  
  **** *** ***********

  Business Response

  Date: 12/17/2024

  Thank you, we have updated the forwarding address to send your full deposit to you. Concerning the $350. I think I am a little bit confused. I thought you were saying we charged you $350 for cleaning, which I would be happy to remove to close this out. It seems you are saying that you paid a cleaner for something? I would need to understand why you are requesting this to paid to you. I do see a lot of attachments here, but they seems to be reviews and things. Please let me know why you are requesting to be paid the $350 extra and I will be happy to review.

   

  Thank you

  Customer Answer

  Date: 12/18/2024

  Thank you for forwarding my deposit to **** *** ******* **************************************************************************** 

  The invoice was sent if there was any charges for a cleaning fee. Thank you for confirming there was not a cleaning fee assessed. I am satisfied will my deposit refund of $500. When will it be sent out so that I can be on the look out for it as well as close out the BBB complaint?

  Thank you,

  ****

  Customer Answer

  Date: 12/20/2024

   
  Complaint: 22672659

  Hello,

  As per the invoice, it was sent if there were any charges for a cleaning fee. Thank you for confirming there was not a cleaning fee assessed to my account and removing the month-to-month fee. 
  

  Thank you for forwarding my $500 deposit to **** *** ******* *****************************************  Please provide the date the check will be or has been sent out. Once check has been received, I will be satisfied and close out the complaint.
  

  Thank you,
  ****
  
  Sincerely,
  
  **** *** ***********

  Customer Answer

  Date: 01/02/2025

  Hello Better Business Bureau,

  I am following up on complaint #******** on Atrium Management Company. I have not heard back from them since 12/17/24 and have not received my refund for the $500 deposit. Can someone please reach out to them again about their intentions and what day they are mailing it to me?

  Thank you and Happy New Years.
  

  ****

  Business Response

  Date: 01/02/2025

  Hello, check number 1308 for $500 should be on it's way to you, I double checked the address, so we should be all set. 

  Business Response

  Date: 01/02/2025

  Business

  Most Recent Message

  Date Sent: 1/2/2025 10:12:41 AM
  Hello, check number 1308 for $500 should be on it's way to you, I double checked the address, so we should be all set. 

  Customer Answer

  Date: 01/03/2025

   
  Better Business Bureau and Atrium Management
  
  Wonderful to hear this is being resolved and the check 1308 for $500 is mailed. 

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** Ann ***********

• Initial Complaint

  Date:11/01/2024

  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 son, ***** ******, rented an apartment at ************ on 34th Apartments (***********************************************) which is managed by Atrium Management Company from July 2022 to June 2024. After checking out of the apartment in June 2024, the Atrium Management Company failed to refund us the security deposit of about $1,000. Despite the fact we sent multiple emails and made 20+ phone calls in the last 4 months, we have not received our security deposit even though ***** (one of the managers) said it was "being processed" on 9/9/2024 and we should receive the security deposit within 1-2 weeks. At this point, neither ***** nor *** return our phone calls after leaving multiple messages. We also called the Atrium Management Company HQ at ************** and they said they forwarded the information to the ********************* and the ***********, ** office. However, we have not heard back from any of them. I have seen other complaints on BBB related to this company not refunding the security deposit so this appears to be a trend. We are seeking a refund of our security deposit.

  Business Response

  Date: 11/05/2024

  Business

  Most Recent Message

  Date Sent: 11/4/2024 4:23:39 PM
  This deposit should have been refunded quite some time ago. I have asked accounting to refund it once again. However the complaint states "around $1,000" and our deposits are $500. I have attached the ledger here showing the deposit of $500. The full $500 will be sent out this week. 

  Customer Answer

  Date: 11/10/2024

   
  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:09/18/2024

  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 out of Atrium Management Companys Hammocks by ****** property on July 31, 2024. I reached out to the property manager, ****** on August 6 to inquire about my security deposit, and was assured that the paperwork was sent to the corporate office (Atrium Management) and I would receive a check in the mail from my forwarding address. It has now been 7 weeks (49 days), I did not receive my refund and I also did not receive any information regarding a claim within 30 days, as Florida law states. I have called Atrium Management Company several times a week since, and no one ever responds to my messages or calls me back.

  Business Response

  Date: 09/23/2024

  Hello, This should be resolved. The check was issued on 9/19 so it should arrive any day.  We do see that ******* currently lives at a different Hammocks property. If for some reason the check does not show up again, we can try to transfer it to the new unit. Please keep in touch if it is not received by emailing ******************************************************