Complaints

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

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  Royal American Management, Inc.

  1002 W 23rd St STE 400 Panama City, FL 32405-3648

  
• 

  Royal American Management, Inc.

  2015 Felton Ave Macon, GA 31201-2404

• 

  Royal American Management, Inc.

  4416 Mumford Rd Macon, GA 31204-3260

• 

  Royal American Management, Inc.

  PO Box 4928 Macon, GA 31208-4928

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:07/16/2025

  Type:Facilities 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.

  On June 14th I was given keys and signed a lease. Same day before we moved anything in we found bed bugs all over the unit. Due to me having an autoimmune disease & neuropathy I thought I was having a flare up from what was used to supposedly treat the unit. I was told by Lori the leasing agent that I was nothing they could do. The apartment was filthy, and nobody ever even attempted to do anything before moving me in. Next day I was given a $10 cash App and told by the asst manage Antonio to treat it ourselves & the company was in debt 60k with pest control. The previous tenant came by looking for mail and informed us that not only was it bed bugs but we also inhaled mold. I will attach pictures. After 2 weeks of paying out of pockets for hotels a neighbor gave me a cell number of a lady owner for Royal American named Todae and also Senior Vice President Angela *****. I sat in my grandmothers' arms in tears and left voicemails. Less than an hour she was involved and told me SL Patton Property Manager didn't make them aware it was an issue, they Angela ***** for short and Norah ***** then put us in a hotel on 6/22 and 2 days later told me the company card only had $40 left on it until the 1st. We were told we would get fully reimbursed for everything spent out of pocket. NO walk thru yet & no heat and still issues. My voice still hasn't recovered. On last week they informed me that the money borrowed to pay for out of pocket hotels, treatments and food would be given back only to find out I would get a credit. Due to me having proof that I was told reimbursed they credited my entire account and the remainder was supposed to be in a check. The remaining funds were supposed to be given back to me last week to pay my elderly grandmother. I was told they credited the account and would get a confirmation from FedEX from them yet nothing. Corporate Thieves is how my family now sees this company. My health is now at risk and they do not care. Please help us find a lawyer.

  Business Response

  Date: 07/16/2025

  We apologize the refund to Ms. ****** took longer than expected.  I can confirm the check was expedited and is being overnighted by Fed Ex today.  The tracking number is 882 808 543 792.  Angela *****, Senior Regional Director, has been in constant daily communication with Ms. ****** since July 9, including today.  All calls to our offices from Ms. ****** were rerouted to Ms. ***** as she was the person working directly to resolve Ms. ******'s concerns. 

• Initial Complaint

  Date:07/07/2025

  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.

  07/03/2025 - car towed without warning, parked in assigned parking, as instructed by RA management.
  
  Received general announcement letter on door on 07/03/2025, from RA site manager Juan Burl, and a text message at 3:28pm. Car already towed on 07/02/2025.
  
  $472.00 towing fee is RA's responsibility, they are 100% responsible for this issue.

  Business Response

  Date: 07/08/2025

  This is one of the residents
  we had an issue with at the ******* parking. Due to construction a contract between
  ******* and B-Post was generated to allow residents to park in a designated area,  however ******* towing company was not made aware and there were a few cars
  towed. ******* took full responsibility and covered for all towing expenses for
  all the cars towed. On 7/5 Mr. ****** messaged the Community Manager on text box stating that *******
  reimbursed him $602 for the towing.
  
  A very unfortunate situation
  and just grateful that ******* responded to this matter so quickly.
  
  Thanks
  

  Customer Answer

  Date: 07/08/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23555756, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Carey ******

• Initial Complaint

  Date:07/07/2025

  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 lived at the Parker pointe apartments in Lakeland fl for a year and a half always paid on time and passed all inspections which were too many. After an arrest without conviction or formal charges, and not related to drugs or violence, the manager Breanna ****** gave us a seven days notice to vacate I had section 8 and the worker told me that I should seek legal assistance because I was not supposed to leave since that was not an eviction, I still moved out as she requested to avoid her threat with an eviction, after I left I noticed on my account that she charged me with 2,900 dollars when I never broke the lease or caused any violations related to crimes committed at the property due to drugs or violence as the lease paragraph states. Still that manager asked us to move out when in reality we didn’t violated the lease the way she stated. I called miss Yasi at the corporate level and she agreed to remove the charges as I was always an excellent tenant, but after that agreement I received the deposit refund but with late fees deducted which I’m not supposed to be charged with because we were not late in payments, I paid the 3 of the month as always but because the manager Mirs ****** told me I was supposed to pay the full month eve though we were only ten days I put a stop payment until she provide it the right amount due which she failed to do .
  I was told by housing that I was not supposed to pay for the weeks we were not living there, so I was waiting for the prorated amount to pay but instead she included late fees and still deducted from my deposit, I don’t consider this to be fair and I filed this complaint to recover the late fees of $150 dollars extra that she deducted from my deposit.
  I tried to contact miss Yasi again but was not able to reach her for which I’m filing this complaint hoping someone else at the corporate office can assist. I also like to add that this manager has a criminal record in Polk county and it should be investigated. Thanks.

  Business Response

  Date: 07/08/2025

  Response From Regional Manager:
  Mrs. ********* was arrested
  on site due to criminal activity. After speaking to her, as a courtesy I agreed
  to remove the liquidated damages for her. Unfortunately, when she was served
  the notice to vacate, she placed a stop payment on her rent money which caused
  an NSF and late fees which still stand. After her FAS was redone the remaining
  deposit was sent to her to the new address that she provided me.
  
  Thanks 

  Customer Answer

  Date: 07/08/2025

  
  
  Complaint: 23563172
  
  
  
  I am rejecting this response because:
  
  First of all I was arrested for something I didn’t do which was related to a scholarship case that was closed in 2022 as I explained to miss Yasi, their lease stares clearly that I should be given a notice to vacate d long as I committed a crime at the property or i am considered a danger to the tenants or landlord which is not the case and they clearly know the type of tenant I always been, that’s why they removed the other fee, still I was not supposed to be required to move out as the Lakeland housing authority advised me to seek legal assistance against the property management and an attorney already explained to me that I was not supposed to be vacated for the reason I explained above, so I didn’t vio the lease their management dud violated my rights for which I’m in the process of getting legal assistance , in regards to the late fees I don’t agree with either because I asked their manager Breanna what was the amount I was supposed to to pay if she was asking us to move out and she said I was su to pay the full month which is incorrect, we were not supposed to to pay her for days that we became homeless thanks to her error of  asking us to move out when there was no lease violation as no crime was committed at all. why was I supposed to pay late fees when I was not late since I paid the 3 on time waiting for the manager to provide the right amount? The late fees should be refunded and the corpor should be aware of what the manager is doing in that property, I’m not the only tenant she immediately vacates, and they removed corporate should be more careful hiring managers with criminal record , why don’t you check that for the sake of your company, ironically she vacated us when I never committed any crime but you hired her when she was convicted in her background.  I deserve my money back after all this company caused to us. Waiving the fees is not really courteous is the least they should have done after all the pain they caused to us when e were not even convicted of any crimes. I’ll be glad when they refund what they should do.

   

  
  Sincerely,
  
  
  
  Nancy *********

  Business Response

  Date: 07/09/2025

  Nancy was advised that her FAS as agreed on my prior conversation with her was revised and the remining of her deposit would be mailed to her. It was agreed to remove the liquidated damages only. However, anything owed up to the time of her turning in keys would be removed from the deposit. 

  Customer Answer

  Date: 07/09/2025

  
  
  Complaint: 23563172
  
  
  
  I am rejecting this response because:
  
  Again I paid on the 3 of June which was an on time  payment,  if it was for your employee Breanna ****** I wouldn’t have to wait to pay the right amount, still you took it from my deposit , can you explain how  a payment already made on time is considered late payment? 
  mis there anybody else at the corporate level I can get in contact with? The Miami corporate office told me there’s always someone in a higher position, how can I contact the ceo? She should be aware of a lot of wrong things going on with her company. I found her online but the contact info was not available, can you provide her info?
  
  Sincerely,
  
  
  
  Nancy *********

• Initial Complaint

  Date:06/30/2025

  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 have continually been harassed through text message by the apartment manager at Lake Butler Apartments. This harassment has caused me emotional damage. She continues to harass me about visitors that come to my home (that doesn’t violate me current lease). She has harassed me about having a pest control clean out which is only supposed to be done when I resident doesn’t live in an apartment. I have had black mold in apartment and when I brought it to the managers attention they just painted over it. This mold ruined several of my items totaling over $500. My cabinets in my apartment are also falling apart and the manager continues to do nothing about it. The manager has also harassed me about me paying my rent early. I generally pay it a few days before the first. For an example I paid it a week early and she has harassed me every sense. This manager discusses other residents person information through text messages on her personal phone with other residents. This manager has been continuously unprofessional. I have never been harassed this much by anyone. I have contacted corporate on this matter and nothing has been done. I have not been contacted back.

  Business Response

  Date: 07/02/2025

  Good afternoon, 
  
  I wanted to provide some insight to 103,
  especially regarding the complaint to which she filed. The images regarding the
  "mold like substance" were addressed in fact the surface was treated
  with mold-x and was allowed to dry, at which time it was cleaned by maintenance
  staff. Once the area was dry maintenance staff cleaned the area, due to small
  children being inside the unit, during the cleaning of the area it was noticed
  that the paint had been removed, so maintenance staff painted the worn areas.
  The cabinet door was also fixed as soon as reported. All to which I have
  provided in pictures above. 
  
  Regarding the clean-out. Ms. ******* had issues with her refrigerator and maintenance removed and replaced the refrigerator. Upon having the refrigerator replaced it was discovered
  that there was an infestation of roaches, to which also could be seen in the
  refrigerator itself. ****** Pest Control scheduled a clean-out for July 10th, 2025, and Ms. ***** was provided a clean-out instruction sheet to which she signed
  and returned to the leasing office. On the day of the clean-out the ******'s
  technician was unable to render service(s) for the checklist was completed as
  stated and signed by Ms. ****** She was advised that a reschedule would take
  place on June 24th, 2025, to which she stated she had to work
  and would not being complying, the clean-out was not done.  

  Any time that Ms. ***** reported a maintenance problem service was all ways corrected in a timely manner.  I have also included pictures of Ms. ***** housekeeping and service request.  There is no reason why Ms. ***** would feel that we are threating her about apartment, but we are only enforcing the rules and regulations of the lease to provide health safe and /or peaceful environment.   
  Any messages between Ms. ***** and the manager are
  conducted utilizing Textbox. I advise her of simply of the rules set forth in the
  lease agreement as well as the house rules and regulations. Ms. ***** becomes
  very angry anytime rules are enforced.  At no time has Ms. ******* personal
  information been discussed with anyone outside of Royal American Management. I
  have discussed with my Regional Manager but other than that, I am unsure of
  her allegations. 
  
  Please see the attached pictures. 

  Customer Answer

  Date: 07/08/2025

  
  
  Complaint: 23538122
  
  
  
  I am rejecting this response because:

  My apartment complex manager Brandy *******s came to my apartment today to “do an inspection” while she was walking through with the maintenance man she was professional but as soon as he walked out she started stating to me that she had read my complaint and that nothing was going to be done about it because “she was doing her job” so now not only is harassing me through text messages she is coming to my home and harassing me. She stated that she had people listening to me while I was on the phone and she knows what I say about her. Very unprofessional I don’t feel safe or even welcome in my own home! My children live here she is very threatening she always threats to “terminate my lease”. Also she states that I become “Angry” I haven’t been angry at all I am SCARED. there is a huge difference I would advise no one reside at any of these apartments as no one ever followed through with my complaint they just notified the apartment manager who has been harassing me so she could harass me more. 
  
  
  
  Sincerely,
  
  
  
  Kaitlyn *****

  Business Response

  Date: 07/22/2025

  We have tried to accommodate Ms. ******. We have advised the Community Manager to only communicate with Ms. ****** electronically or with another employee present.  Royal American does not retaliate when residents make their concerns known to Corporate and want Ms. ****** to know she can reach out to us whenever needed.  

  Customer Answer

  Date: 07/23/2025

  
  
  Complaint: 23538122
  
  
  
  I am rejecting this response because:

  To start off with my name is ms. ***** not ******. Also, every time I have contacted corporate (email, phone call, and voicemail) I have only been reached back out to once and they stated they were going to come out and meet with me to address the concerns. No one ever came and then I could not reach anyone. The manager simply retaliated by coming into my residence being very aggressive, unprofessional, and threatening. The company simply showed Ms. *******s my complaint which caused more issues then there were to begin with. 
  
  
  
  Sincerely,
  
  
  
  Kaitlyn *****

• Initial Complaint

  Date:05/15/2025

  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.

  The apartment managements will not answer a phone call. My almost 80 year old grandmother lives at this complex and has not had air conditioning. It is almost 80 degrees inside her home. It is also infested with bugs due to a ceiling falling from the hurricane in September Nextdoor that has not been properly fixed. She has tried to contact management, along with myself. I have reached out to all 3 corporate offices over 6 times and have not received a call back.

  Business Response

  Date: 05/15/2025

  Could the name of the resident and the community she lives in be provided?  

  Customer Answer

  Date: 05/15/2025

  
  
  Better Business Bureau:
  
  
  The complex is Wildridge Apartments in Jesup Georgia. Her name is Sandra *******. She has least multiple messages, along with myself and her attorney. 
  
  
  
  Sincerely,
  
  
  
  Megan *******

  Business Response

  Date: 05/19/2025

  I have confirmed with Ms.
  ******* that the AC is working and that she did not have any more complaints or
  issues. As of Friday, Bills Heating and Air completed the service request of
  Ms. *******.  Please let me know if there is anything more that I can
  assist with. Thank you.
  

   

• Initial Complaint

  Date:04/21/2025

  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.

  I rented an apartment for 3 years, at Delmar *** in St. Petersburg, Florida. Property is Managed by Royal American Management. My lease terminated on February 28, 2025, I gave the required notice of non-renewal, notice of forwarding address and moved out and returned keys to the on site manager. Never received my deposit of $250. 00 back. They had 15 days to return the deposit, or, 30 days to notify me in writing, if they were going to make a claim against the deposit or part of it.
  On April 1, 2025, I sent certified letters to the property manager at Delmar *** (St. Petersburg, FL) and one to the regional headquarters in Orlando Florida. The letters were received to both on April 3, 2025. My letter stated my complaint from above. That I had not received my deposit nor had I received notice that they would be making a claim against the deposit, as is required by FL law. The 15 days to return the deposit as well as the 30 days to make a claim against it, had passed .
  I still have not received my deposit, or heard from anyone about it.

  Business Response

  Date: 05/28/2025

  This Security Deposit check was sent via Fed Ex on 5/27 to the forwarding address provided by Mr. ********.

  Customer Answer

  Date: 06/03/2025

  
  
  Better Business Bureau:    A tenant would never have to take action towards a landlord that follows the law and is honest, and upfront,  but as with RAM, they think they are above the law, and create their own, self serving policies. Doesn't always work, does it!  Try and  Do better.
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23230329, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Thomas ********

• Initial Complaint

  Date:03/12/2025

  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 lived here for the past 3 years. This current so called manager. Has consistently, verbally threatened and harassed me. Written notices on the door, banging on the door, telling Deborah are you in there, open the door, I want to talk to you. Out right lies, false allegations, and false violations. Saying she wants me out of here. Setting off, smoke detector in the vacant apt. After an hour. Knocking in the apt door, she opens saying that she will have Josh, fix it when he comes in. Josh, her friend that she has given a free rent apt to in 603. These are low income apts not for their property employees. She carries a small hand gun, she also fired that off 6 times in the empty apt after the smoke detector went off for over an hour. This woman is mentally unstable, saying I want her out of here, I received 12 violations in one day, for noise, I am a disabled senior, who goes to bed at 8pm, interfering in the company's business operations??? Appropriating items out of the lobby. I did put the Christmas tree in the storage bin in the boley bldg next door. As we have done, for the past three years. Documented, harassment from May in 2024, I had an Attorney call to address the in going harassment Numerous illegal entries, 2 while I was asleep. They, entered my apt. No, respect, for the residents rights. Just, constant, antagonistic behavior, to try to get you to do something in a response. After the 12 violations, in one day. The following day, I was given a 7 day notice to move. I always paid my rent on time, and I am a quiet disabled senior. How, is she getting away with this. Please address this issue, she will continue to do this, I have watched countless people treated this way and told to move. She closes the payment portal, then she can say that we did not pay our rent. This woman is mean, and malicious, who is targeting people at will, and then upending our lives. I do not think too many people are complaining. They just leave and this is going unreported.

  Business Response

  Date: 03/12/2025

  Ms. ***** moved from Delmar *** on January 30, 2025.  She is no longer a resident.  

• Initial Complaint

  Date:02/14/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Latoya ******
  *** ***** **** way SE
  Conyers, GA 30013
  943-259-4003
  [email protected]
  
  February 8th, 2025
  
  Royal American Companies
  Atlanta Regional Office
  **** ***** **** ****** suite 2000
  Kennesaw, GA 30144
  
  
  Subject: Urgent Credit Reporting Dispute
  
  To Whom It May Concern,
  
  I am writing to formally dispute a credit report entry associated with your company. I recently discovered that I have been reported to the credit bureau for $175. The report states the creditor is TERRACES AT FIELDSTONE at ** **** ***** Dr SE, Conyers GA 30013. I have no knowledge of this charge. I have never resided at any apartment complex, nor have I signed a lease or occupied a unit.
  
  Upon visiting the apartment complex to address the issue, I was informed that the previous management company is no longer in place and they would not be able to assist me. I was then given a contact name and email address to send my complaint. The contact is Laura Lutz. The email I sent the complaint to is [email protected]. I am still waiting for a response.
  As this report is inaccurate, I am requesting an immediate investigation into this matter. Please provide any documentation that substantiates this debt. Being that this is an error, I request that you remove this inaccurate report from my credit history immediately.
  
  Additionally, I will be forwarding this complaint to the Federal Trade Commission (FTC) and the Consumer Financial Protection Bureau (CFPB) for further investigation. If this matter is not resolved promptly, I may consider further legal action.
  
  Please provide a written response confirming the resolution of this matter. I can be reached at the contact information provided above.
  
  Sincerely,
  
  Latoya ******
  
  Cc: Consumer Finance Protection Bureau (CFPB)
  Cc: Federal Trade Commission (FTC)

  Business Response

  Date: 03/26/2025

  We have taken care of this matter on our end to rectify the situation for Ms. ******.  We have sent her what she needed so she can verify the incorrect info was taken off of her file.  We have repeatedly reached out to Ms. ****** to ask if this matter has been rectified but we have heard nothing back from her.

  Customer Answer

  Date: 03/26/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22942437, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Latoya ******

• Initial Complaint

  Date:01/03/2025

  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.

  It is deeply concerning that a company with such a prestigious reputation tolerates abusive and arrogant behavior from its staff. Despite being aware of numerous complaints, the management and analysts choose to overlook them, displaying a lack of empathy or accountability. Individuals like those employed by this company contribute to the struggles of hardworking people who, as a result, find themselves facing homelessness.
  
  Specifically, the conduct of manager Mary Alice ***** raises serious concerns. She is reportedly rude, makes unfounded accusations, and engages in racially insensitive remarks, all while abusing her position of authority. It is disheartening that the company has entrusted significant power to someone whose actions reflect a lack of integrity and compassion. Presently, she is allegedly pursuing eviction proceedings against at least ten families, based on false accusations driven by personal biases. This behavior is unacceptable and warrants immediate attention.

  Business Response

  Date: 01/08/2025

  The
  resident in this unit is Elizabeth **** whose file is under eviction again for
  non-payment. On November 5, 2024, Ms. **** reached out, and a ticket was
  opened for this matter. I attempted to reach
  her several times before successfully speaking with her on November 12. During
  our conversation, Ms. **** was seeking assisting on how she can remove herself
  from eviction and stating that it was unfair that she was placed on eviction. I
  explained to her the process that the management office must take per the lease
  she signed. She explained that her online portal was blocked due to the
  eviction. Given that Ms. **** confirmed she had the funds and was willing to
  pay the full balance, I did not see any issue with unblocking her portal to
  allow for the payment, with the intention of preventing the eviction
  
  On the same day, Ms. **** called back the Miami satellite office
  and asked if I could extend the deadline to November 13, and she also requested
  confirmation of her E-Money order number. I agreed to give her the additional
  day and confirmed the order number with her. Ms. **** then processed the
  payment, but unfortunately, the payment was returned on November 18 due to
  insufficient funds.
  
  On November 20, while at Mary Alice *****, I called Ms. **** and
  explained that her payment had been returned. She acknowledged the issue and
  explained that other payments had been processed, causing the NSF
  (non-sufficient funds) on her ledger. She assured me that she would be able to
  resolve the balance by Friday, November 22. Conclusion she paid full balance as
  of November on the 1st of December. She is now under eviction again
  for the rent of December. She has not attempted to pay rent, late fees, nor the
  attorney fees this time around.
  
  Ms. **** has
  also reached out to the attorneys with the same allegations but now she states
  the site manager’s son lives in the unit below her. The former resident under
  Ms. **** in unit 1022 was Ms. Mercedes ***** who moved out 12/31/2024. There is
  a new applicant moving in today 1/6/2024. 

• Initial Complaint

  Date:01/02/2025

  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 been having problems with the apartments since before I moved in it took me 6 months to get in once I got in I started having problems from day one I have not had an income from August of 24 to December of 24 so I was not supposed to have rent and they tried talking to me for rent every month putting a vixen notices on my door no one I did not have an income I still don't know how much room I'm supposed to pay this month the office told me it was $47 but on the website it says $119 I've tried getting with all this I've tried getting with the corporate office everybody refuses to get back with me they just came in my house doing so called inspections when it was supposed to be Pest Control they stepped on my 10 year old cat they left my lights on my windows open thank you and I'm just fed up with the entire company if I had somewhere else to move to I would but I don't because I'm on a set income my daughter has autism I'm unemployed in a single mother I have no other options and I need somebody to get back with me as soon as possible

  Business Response

  Date: 01/07/2025

  Ms. ******* had an income restriction completed when she lost her daughter's SSI
  income.  This did lower her rent to $119.  I'm not sure where the $47
  amount is coming from.  I do not see where her rent was $47 at any
  time.  I have spoken to Ms. Harrell, but I will reach out again if she
  believes her rent is not correct or is there is a change we are unaware
  of. 
  As for as the inspections yes, we did enter units in A, B, C and D
  buildings Thursday and Friday of last week.  Notice to enter was posted
  prior and all others in the building were aware of the upcoming
  inspections.  I do not know why she believes pest control was supposed to
  be done on this day.  Our typical pest control schedule is the first and
  third Wednesday of every month.  We entered her unit on a Thursday. 
  In fact, no notices specifically stating pest control were put out at all because
  with the holiday, our service was rescheduled for Friday January 3rd, and
  we entered to spray on the buildings we had already posted the notices for
  inspection on. 

  Ms. ******* was present at the time of inspection.  She
  stayed with us and kept a close eye on what we were checked.  Her cat was
  not stepped on or harmed, I did bend down and pet her cat; I was not aware that
  this offended her.