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:09/16/2024

  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.

  Roach infestation within apartment and community management continues to cancel pest control request and do nothing after several attempts to solve issue

  Business Response

  Date: 09/19/2024

  Hello, 

  When a work order is created for pest control through our system, we then take that request and put it in the pest control log which then removes it from the system (cancelling it) because our maintenance team does not treat concerns regarding pests. The pest control log is given to the pest control company and a staff member walks with the technician to each unit when the treatment is completed. Once the treatment is completed, the pest control technician physically signs off in the book that the treatment was completed. The technician comes weekly, 4 times a month to ensure that if ever a request is submitted, it is resolved that week. If additional treatment is needed the resident must contact the front office to request another treatment. The last work order was put in on July 31st and no further notice was given to the office regarding this issue. At this time a pest control technician has visited your unit again today, 9/19/24 and completed a thorough treatment as well as left notice in your apartment that a treatment was completed. The technician applied professional-grade solutions to address the issue, targeting the areas of concern within your apartment. We will continue to monitor the situation and schedule follow-up treatments if necessary to ensure the issue is fully resolved. Please do know that if the areas of concern are not thoroughly cleaned by the residents then this issue could continue to arise again. Should you have any questions or notice any recurring concerns, please don’t hesitate to contact us. Thank you for your understanding and cooperation.

• Initial Complaint

  Date:10/04/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 aprtmnt has had fleas since early August.I hve let mngmnt know&was told to sign up for Pest Cont. On Thrsday, Pest Cont. came. Hwver, the nxt day, they moved a new roommate in w/o verifying if the fleas were gone. She is dealing w/ this, too. We vacuum every night for 2hrs. The aprtmnt was sprayed again in early Sept.The trtmnt time was inconvenient for my roommate who has 2 dogs&1 cat. I did not want to live w/ rmmtes w/animals. I tld previous mngmnt¤t mngmnt, but neither honor my wishes although they are stated in my Resident Portal. Current mngmnt said there are no guarantees. I had to pester my rmmte to provide a place for them. This is not my job. There is a 1 pet/unit legal agreement on our lease but she has 3 anmls since they are not registered as pets but service/emotional spprt animals, she said. Having 1+animals in a unit shld be a hazard for sake 4cleanliness of unit/building. B4 the 2nd treatment, I flea bombed the apartment w/permission. Still, we had fleas&vacuumed every night. The 2nd trtmnt was minimal. Pest Control tld mngmnt 1 thing & my rmmte another. So, mngmnt put 3 fleabombs in our aprtmnt. I am grateful but nothing changed. Now, we vacuum every night. I lost nights of sleep, spent $$$ on products(vacuums,bombs,scents to repel,traps) bitten&contemplated suicide. My mental health has&is affected. I have tld mngemnt. I requested a room change&was given 1 eventually but I turned it down since finding out that our nxt door neighbor's cat has fleas also&I cld carry them 2 my new unit. I can see that mngmnt does not know how to handle this. Pest Cont. sprayed the grass outside9/31&we were w/o fleas for 2 days but they came back. I emailed mngmnt abt this&have not gotten a response back. I am grateful& is not enough.I have not gotten a response from themon when fleas will be off the premises. It's been 3 days since I've asked2x.I am at my wits end and don't know what else to do. It is now early October. I cannot handle this stress any longer.

  Business Response

  Date: 10/09/2023

  Hello, 

  We are conducting a property wide pest control treatment for all amenities and hallways. This will happen Thursday October 12th between the time frames on 12 pm - 4pm. We have already sent out notice to limit activity and animals from walking through while the treatment is in process. We have treated the unit multiple times for fleas and confirmed that all animals within the unit are on flea and tick prevention. 

  Customer Answer

  Date: 10/10/2023

   

  Complaint: 20697073  

  
  

  Thank you for making a Quarterly Pest Control Prevention happen. Unfortunately, I am rejecting this response because a Quarterly Pest Control Prevention has never happened before in all my time -almost two years- of being here despite you all being new management. I believe this is an attempt to appear that you will handle the situation because I keep finding fleas no matter how many times Pest Control comes out to spray our unit or check our hallway for these certain pests. I had to inform you guys of what they said to my roommates which was completely different from what they told you. She was aware of their coming and they did not spray our rooms because they said that our rooms were locked even though they were supposed to have the master key to unlock the door. I am grateful you guys responded by bombing our entire apartment yourselves, but yalls communicate with them lacks clarity and a resident has to inform y'all of a misunderstanding on their part. I'm not sure if y'all even follow them to ensure that they'll do their job correctly. Also, they came before to check our hallway/unit and spray, but I was not given an update on whether or not they sprayed our hallway or checked it. Since this Quarterly check up is not a good guarantee  from you all that we will not see fleas again, I still would like my request of being released from my lease to be granted or you all finding someone to take it over at an appropriate time once you 100% verify that no fleas are in the entire apartment building or entire premises. I am willing to pay the $300 move out fee. 

  
  

  I found a flea in my vacuum last night when I did my routinely vacuum procedure around 9pm-1030pm. I sent an email to you all last night about it to which I received no response for like the other updates on finding fleas in the apartment that I've sent to you all these past few weeks. I was unable to upload it in this form.

   

  Please please grant me my request. 

  
  

  Sincerely,

  
  

  Michalah ******

• Initial Complaint

  Date:06/20/2023

  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.

  me and my three roomates have put in multiple maintenance request for our dryer being broke for a couple of weeks now and our dryer still has not been fixed and the request keep getting cancelled. We went to the office and they haven’t done anything about it. We also have been waiting for about 6-7 months to get our apartment exterminated because there are roaches in the kitchen and it’s disgusting and they keep promising to do it and never do. The pool had been gross and green for about 2-3 weeks now and I just feel like nobody is actually doing their job at all .

  Business Response

  Date: 06/21/2023

  To whom
  it may concern,
  
  Our maintenace
  tech has visited the resident's units to evaluate the dryer situation. In her
  service requested that was submitted she stated that it did work sometimes but
  not all the time. My Maintenace tech did revisit yesterday on the day of the
  complaint and the dryer was working. We have communicated the resident that the
  dryer can be overloaded and not want to work properly and to be mindful of the
  load amount. We are reaching out today to all the roommates as well to communicate
  that the dryer has been looked at and working. As for the pest control, we have
  a professional pest control service come out every Thursday to spray the resident's
  units if requested as our pest control services are for free. I did put in a service request for their unit to
  be attended to tomorrow June 22nd because of this complaint. The
  pool is undergoing a change in contracts and plans to be back in service as
  soon as possible. 
  

• Initial Complaint

  Date:02/01/2023

  Type:Order 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.

  Hello, I stay at the Edge Apartments, and I believe I was not treated fairly by this business. I moved in Feb '22 having to clean out my bathroom because it was not clean and under the impression that that I'd be put into a non-pet unit because of the questionnaire that I filled out of my preferences. When I moved in, none of my roommates had pets, so I thought nothing of it. However, over the next few months leading up to move-out dates, all of my roommates moved out. Then maybe a month or two later, I got an email saying that I'd be getting a new roommate and that roommate (A) told us about her dog. I was shocked because I assumed that I was in a non-pet unit. So, I emailed management about it. I asked them if they could please switch her to a different unit in a manner of just accepting that my unit was a Pet-Friendly unit. I got no response from them, and then almost a week later she moved in. It did take a while for her dog to adjust to me. Then this roommate (A) moved out and was replaced with another roommate (B) who has 2 big dogs. And I was also given another roommate (C) a little before roommate (B) who came with a small dog. During all of this, my third roommate is currently making plans to move in her 3 year old son to come live with her. I recently spoke with them about all of this. They gave me two options. Sublet my current apartment and transfer to a different unit or pay out the remainder of my lease. I already renewed my lease for the following year back in Dec. because I was told in an individual email that I only had 2 days to renew with my current rate, but then a few days later, they sent out a mass email saying that everyone had until Jan. 31st to renew. I believe that this business does not care for or take careful considerations for their potential tenants as they lead them on that they would. I would like out of my lease all together without penalty if all possible.

• Initial Complaint

  Date:12/21/2022

  Type:Order 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.

  My move-in date for the edge was August 19th 2022. When I got to my apartment, it was dirty and not ready to be moved into. The apartment was not ready to be moved into until August 22nd 2022. I invested 1 night in a hotel. The other nights I stayed in the model apartment at the edge. Soon after I moved into my apartment, a new roommate moved in. She has acted out in tantrum’s, she has visitors without notice, she does not clean up after herself, she has used things that are not hers. She has broken several violations of the lease. When I brought this up to the leasing manager instead of moving the person that is violating the rules of the lease the manager offered me to move to another unit. I do not want to move to another unit when I have not broken any rules of a lease, and I may be at risk of being put in a similar situation. At this point, I want out of my lease. I feel that the management has been misleading. When I first came to the edge, the manager made it seem like it was a place for growth so people can afford to go to school and live with roommates that match to each others compatibility. In reality this is not the case. I’ve had many sleepless nights due to my roommate being too loud and I don’t feel comfortable addressing situations with her after she has acted out in tantrums. I feel that’s when management should step in but they would rather have me move to another unit. I have also sent the manager pictures of the messy area to show that my roommate is not cleaning up after himself and instead addressing my roommate about the situation, she gives all of us a seven day notice to clean, or we will be terminated or fined. I’ve tried to relet the room however no one wants to take over the lease. I don’t think it’s fair that in order for me to get out of this apartment I have to pay the rest of the lease which is over $4000 when the lease was not even honored by management.

• Initial Complaint

  Date:08/24/2022

  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.

  As Guarantor supporting my student-daughter in college, I signed a lease and paid a deposit, rent, & move in fee in the amount of $ 720.99. The Edge reached out, in writing and by phone to confirm a move in date of Fri., Aug.19 at 4:00pm or anytime after 11:00am on Sat., Aug. 20.. My daughter could not make the Fri. appt. so "after 11:00 am" time for move in was confirmed contemporaneously on Saturday. When we arrived for move in, my daughter was denied the right to move in by a staff member, stating, she "doesn't do move ins on the weekends." The Edge breached the Lease in making misrepresentations about moving in. At no time did we ever take a key or possession/tenancy of the apt. room. Subsequent photos were received of her designated room, showing garbage/debris with the door open. Apparently, a prior tenant left the debris, subject to fines, in the same room my daughter was assigned to, i.e; double dipping on the same apartment room (receiving rent money/fines) without tenants. Technically, the only "tenant in possession" was someone else's debris. My daughter was denied moving in to a habitable unit, assigned by The Edge Pensacola, while contemporaneously keeping my money and demanding penalty fees (reported) from a prior tenant. All of this occurred after making misrepresentations about her move in date.