Complaints

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

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  American Landmark Apartments

  4890 W Kennedy Blvd STE 240 Tampa, FL 33609-2587

• 

  American Landmark Apartments

  11701 Palm Lake Drive Jacksonville, FL 32218

• 

  American Landmark Apartments

  65 Sentosa Dr Saint Johns, FL 32259-9351

• 

  American Landmark Apartments

  11701 Palm Lake Dr Jacksonville, FL 32218-0903

• 

  American Landmark Apartments

  5511 Pecan Spgs San Antonio, TX 78249-5300

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:07/01/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a formal complaint as a former tenant of ******* Apartments (formerly **************), managed by American Landmark. From January 20 to April 20, 2025 (Unit J311), I experienced several violations of my tenant rights, including harassment, unlawful entry, and negligent managementresulting in emotional distress and safety concerns.1. Public ********************* Violation:Property Manager falsely accused me of submitting fraudulent bank documents and forced me to show my personal banking app on my phone in front of others. She retained copies of my documents. Though she later apologized and reversed fees, the damage was done.2. Unlawful Entry:Property Management entered my apartment twice without notice or consent, violating my privacy rights under Texas law.3. Sexual ******************* Negligence:A maintenance worker came to my unit twice without a work order and made inappropriate, sexually suggestive comments. I did not open the door. Security gates were often broken, allowing my ex-fianc to access the premises and harass me. I requested to end my lease early due to safety concerns but was told Id still owe reletting fees.4. Improper ************** Collection Threats:Despite having renters insurance until lease end and cleaning the unit, I was charged for lack of coverage and carpet cleaning. I also received repeated smoking violations, though I do not smoke. On June 3, 2025, I received a $109.73 collections notice from Columbia Debt Recovery ********** which I have disputed.5. Poor Corporate Response:I tried multiple times to contact American Landmark. After voicemails, I finally received a callback. Some fees were removed, and I submitted documentation as requested. I received no follow-up or resolution.I completed my lease and turned in keys properly after cleaning my unit. I am requesting full financial reimbursement of fees and rent paid, removal of the collection notice, and a full investigation into management and staff behavior.

  Business Response

  Date: 07/21/2025

  Thank you for the opportunity to respond to the concerns shared by the former resident of Unit J311 at ******* Apartments (formerly Prose Eastgate), managed by American Landmark.

  We are truly sorry to hear that aspects of the residents experience left them feeling distressed, and we appreciate the chance to provide context regarding the matters raised, as well as the actions we took to address them during the lease term from January 20 through April 20, 2025.

  Regarding the situation involving the banking documentation, we understand how sensitive that moment must have felt for the resident. This interaction took place in a private setting with an assistant manager and was not conducted in the presence of other individuals. The resident voluntarily shared their banking app during the discussion to help clarify the documentation in question. When the concern was brought to the attention of the property manager, she followed up personally to review and resolve the issue. The original concern stemmed from the formatting of a document that prompted a follow-up, and upon further review, any associated fees were removed as a courtesy. While the matter was handled in alignment with our procedures, we recognize how important it is for all residents to feel respected and heard during interactions with our team.

  With regard to the maintenance-related concerns, we empathize with how unsettling that may have felt. After speaking with the resident during their time at the community, it became clear that the individuals involved were part of the prior managements team. When American Landmark assumed management, we implemented a renewed focus on resident privacy and safety, including retraining all staff and reinforcing strict access protocols. Since that time, weve ensured all work order visits follow a clearly documented and properly communicated process. While we were unable to waive the reletting fee associated with the early termination request, we did make an effort to work with the resident within the guidelines of the lease and to help them feel more secure during their time at the property.

  In terms of the renters insurance fee that was initially assessed, our system reflected a policy end date that did not match the lease end date, which triggered the charge. After speaking with the resident and reviewing their documentation, we removed the fee as a gesture of goodwill.

  At move-out, the remaining charges on the account reflected a standard carpet cleaning fee and the final water utility billboth of which are consistent with the terms of the lease. Any outstanding balance may have been forwarded to collections in accordance with our normal process. That said, we are open to reviewing the account again and will gladly work with the former resident if any supporting documentation is available for further consideration.

  We also want to acknowledge the residents efforts to follow up after moving out. The property manager spoke with the resident by phone, and its our understanding that several adjustments were made at that time based on their concerns. During that call, the final charges were explained in detail, and the conversation was both productive and respectful. We truly regret if the resident felt otherwise or felt there was a lack of resolution.

  At American Landmark, we are committed to creating a respectful and safe living environment. While some of the matters raised originated during a previous management period, we have made every effort to respond in good faith and to support a fair resolution.

• Initial Complaint

  Date:06/25/2025

  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.

  Friday june 20th- June 24 the temperature inside my apartment (Unit 835) were up too 90 degrees. My two small ******** endured four full days of sweltering heat in our home. The way this situation has been handled left me feeling invisible, & ************ 7:54 AM that morning, the on-call tech said he was on his way and would arrive in 30 minutes. He never came. At 10:39 AM, ***** called to check if the issue had been resolvedit hadnt. I called the emergency maintenance line again at 12:05 AM (early this morning), only to be told there were no portable AC units, and that the problem was with the outside unit. I was also told that **** uses all the portables and the shop isnt stocked. Then, the tech began speaking poorly about his own ************* that point, I honestly broke down. I didnt want to hear about internal issuesI just wanted someone to help my children. Ive had to sleep in my car, in a parking lot, on Friday and Saturday night. I felt completely defeated and humiliated.Watching them sweat through their clothes, unable to sleep, crying from discomfort was horrible ,spending money due to It being to hot to ******* 9:25 PM, ****, the maintenance supervisor, finally came Sunday . And while it was still 86 degrees inside, he brought us two portable units and checked the outside system. I want to express my genuine gratitude to Greghe was kind. He said he would return on Monday, June 23rd, once there's daylight, to continue repairs. But what devastates me is that I was told earlier there were no portable unit My children and I were left to suffer in dangerous conditions, while calls went unanswered and miscommunication swirled within the team.If I were a day late on rent, Id be charged a 10% late fee without hesitation. But when I go days without basic livable conditions, theres ********** Im requesting:Two full months of free rent as compensation for this neglect, the emotional trauma, and the completely avoidable suffering weve experienced.

  Business Response

  Date: 07/09/2025

  Our ultimate goal is to respond to all residents concerns and ensure everyone feels heard. We are truly sorry for the discomfort Ms. ****** and her family experienced and understand how distressing the situation must have been.

  Our records show that the initial service request was submitted on the afternoon of June 21, 2025. A member of our maintenance team responded the following morning, on June 22, and at approximately noon reported that the ** unit had been repaired and was cooling. Later that same day, at around 3:00 PM, Ms. ****** contacted us again to report that the system was no longer cooling properly. A technician was dispatched and arrived at 5:39 PM to perform further repairs. That evening, around 9:00 PM, our maintenance supervisor personally visited the unit to check on the systems performance. Finding that temperatures were still elevated, he installed two portable air conditioning units in the home to provide immediate relief for Ms. ****** and her children. The following morning, on June 23 at 11:00 AM, the supervisor returned to the unit, ran a new thermostat line, and confirmed the ** system was functioning correctly.

  While the issue was fully resolved within 48 hours of the initial work order, we understand and regret that Ms. ****** and her family experienced significant discomfort during that time. In recognition of the inconvenience, and as a gesture of goodwill, we extended a $500 rent concession to Ms. ******* This offer was discussed with her directly on June 27, at which time she expressed satisfaction with the resolution.

  We take concerns like this seriously and remain committed to delivering timely, responsive service and maintaining a comfortable living environment for all of our residents.

  
  

  Customer Answer

  Date: 07/10/2025

  
  Complaint: 23513968
  
  
  I am only writing to correct this response :as it contains information that doesnt do justice to the severity of the situation and fails to clearly acknowledge the full timeline and severity of what happened. This situation was extremely frustrating, especially because it could have been handled much differently.
  
  The issue was first reported on Friday afternoon. While I didnt initially escalate the situation, by Saturday it had become unbearable after being in the heat all day. I was told multiple times that maintenance was on the way more than three or four times in fact and was even told the technician was on call but lived an hour away. This was extremely concerning, especially with temperatures reaching over 90 degrees outside and 92 degrees inside my apartment. I have children, including one with a medical condition and asthma. Going that long without air conditioning was not only uncomfortable, it was dangerous. With me having no family , nor friends here to rely on for relief that couldve went terribly left. With my Sons health
  
  
  A maintenance worker did finally arrived on Sunday the next day , but the issue still wasnt fixed he came 2-3 times and still didnt fix the issue and still didnt care to bring a portable. I called repeatedly and was told there were no portable units available by the on call maintenance whom made the circumstances of this worse. The same technician also complained that another maintenance worker hadnt properly addressed AC issues in other units, so all the portable units were being used. In reality, that wasnt true after repeatedly complaining the supervisor did bring portables Sunday night at 10:08 PM is my time stamp after we had already spent multiple days in high heat. That delay alone couldve been avoided, as I was originally told there were no portables in stock, which clearly wasnt true.
  
  
  While the portable units did help cool two rooms, the rest of the apartment remained very hot. I let it go and waited until Monday the 23rd. On that day, the problem still wasnt fixed, although the actual issue was finally diagnosed. It wasnt fully resolved until Tuesday, when the technician ran an extension cord to fix the system. Which I have pictures of. I was told that it was fixed within there time frame but if fixing air in 90 degree heat, time frame is from Friday/ early Saturday - Sunday almost mid night is a good time frame to fix dangerous temperatures the company needs to rethink some protocols.
  
  
  I did receive a $500 credit, which I appreciated , but I couldnt help but feel that my concerns were being downplayed. While I understand things happen, being repeatedly misled and left to suffer in dangerous temperatures with my children is unacceptable. My childrens father even had to miss work to help manage the situation. I also voiced several other ongoing concerns about the apartment, with the lady and she advised to let her know if it happens again which was fine.
  
  Everyones circumstances are different, especially when health is involved. Im not asking for sympathy just honesty, urgency, and proper communication. I hope this experience pushes your company to avoid belittling renters concerns and instead focus on learning and improving from situations like this.
  
  Lastly, I want to thank *****, ***** for calling to check the status , **** and the lady who waived the 500 . & honestly thank God for ***** She really has consistently shown genuine concern and care throughout this whole ordeal. May this experience improve the company.
  
  Sincerely,
  
  
  ****** ******

  Business Response

  Date: 07/10/2025

  We truly appreciate your feedback and the additional details you have shared. Our team, including *****, ****** ***** and *****, is fully committed to supporting you and has been working to resolve this matter with care and urgency.
  In your most recent response, it seems you have accepted the $500 rent concession and wanted to ensure your concerns were acknowledged. Can you please confirm if the issue is now fully resolved, or if there is anything more our team can assist you with? We are here to help.

• Initial Complaint

  Date:05/29/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a current resident at this apartment complex (The Allister **************************************) and am submitting a formal complaint regarding unsafe and misleading rental practices, poor living conditions, and a lack of responsiveness from the management company.Every month, our rent fluctuates significantly anywhere from $1,552.68 to $2,031.19 without consistent or reasonable explanation. When we inquire, the office gives unclear answers such as "community usage" affecting the charges. These vague and inconsistent justifications are unacceptable, especially when a major monthly financial obligation like rent is ************ month, we were charged $75 for trash service alone. I contacted *****************, the trash provider, who informed me they could not share specific account details, but also said that the amount did not align with their standard residential pricing. The next month it was $33.Furthermore, the Conservice utility billing company which the complex uses claims they only bill based on what the property reports. This creates a circular situation where no one takes accountability.On top of that, the living conditions are deplorable: My car was stolen from the property. The area is unsafe and homeless individuals regularly pick through trash, leaving it scattered. There's a homeless encampment just over the wall from our parking lot, which we are still charged $20/ per space per month to use. Dog waste is not cleaned up, leading to infestations of flies and other pests. The entire complex is infested with roaches.We have tried calling American Landmark's office multiple times, only to reach a voicemail system no calls have been returned.I am seeking: A clear and stable rent amount each month. Accountability and explanation for any past overcharges. Immediate improvements to property maintenance and safety. Reimbursement for fees related to parking and potential overbilling.

  Business Response

  Date: 06/02/2025

  First,the reported fluctuations in the residents rent payments are the product of multiple utility charges fluctuating due to their being assessed on formulas that are affected by usage of the entire community during the period and the number of residents in the community during any given month.  This resident moved into the property on 6/27/2024, after signing the standard Apartment Lease Contract (the Lease) that provides all terms governing rentals at the property.  This Lease includes a utility addendum that specifies how all utilities are billed every month.  The Lease and utility addendum state the monthly payments the resident would be responsible for during the lease term, including the following:
  (1) base rent: $1,650 per month
  (2) valet trash: $25 per month
  (3) common area maintenance: $50 per month
  (4) trash services, stormwater, and common area gas and electric: Allocated amount based on the total billed to the Allister by a third party (Conservice) equally divided among the number of occupied units for the period
  (5) water and sewer: Allocated amount based on a ratio occupancy formula considering the number of people residing in the particular unit
  (6) electric: billed directly by the service provider (*********)
  
  As such, on any given month, the utilities that are billed to the resident through Conservice along with the base rent will fluctuate depending on these various factors.  Utility usage is also likely to vary greatly depending on the season, especially in **********  Between all of the above categories of charges included in rent, a fluctuation of several hundred dollars is not uncommon.  Further, the explanations for why they fluctuate are provided in the Lease and the utility addendum thereto, and were provided to this resident upon moving in, and this was explained to him again by management in response to his questions (as further indicated by his confirmation that he was told the utilities were based on community usage).  Regarding the assertion of what the resident was told by the trash utility provider that the amount paid by the resident is not in line with standard residential pricing,this would be accurate because standard residential pricing refers to single-family residences, and not an apartment complex.
  
  This particular resident also had an additional charge for repairs imposed over two months which may have been perceived as contributing to rent fluctuations.  On 10/24/2024 the resident informed property management that his girlfriend broke the mirror in his bathroom.  Per the terms of the Lease, the property replaced the mirror and charged the replacement cost to the resident as part of rent.  The total amount for the mirror replacement was $360, and at the residents request management broke this into 2 payments$180 due on 11/1/2024 and $180 due on 12/1/2024.  Aside from this amount, this residents ledger has been reviewed and confirmed to not contain any unusual or unexplained charges.
  
  The residents complaints as to living conditions are exaggerated and do not accurately reflect the efforts undertaken by management to ensure the community is safe and enjoyable for every one of its residents.  There is a persistent presence of homeless individuals approximately 300 feet from the property, which is beyond the landlords direct responsibility or control.  Management takes reasonable steps to ensure this nearby condition does not impact the community, including contacting law enforcements Homeless Outreach Team for assistance in cleaning up the area, and notifying residents that they can also email the Homeless Outreach Team to expedite this process.  An example of a recent email to the Homeless Outreach Team is attached.  Any time that homeless individuals are seen causing disruptions in the actual community, management contacts law enforcement and their own patrolling courtesy officers to help remove them.  This process is effective at maintaining the communitys safety.
  
  The grounds of the community are also routinely kept in clean condition.  Managements maintenance team patrols the grounds every morning from 8 AM to 10 AM to clean up any visible issues.  The landscaping team also performs weekly groundskeeping, maintaining trees, blowing out the property, and cleaning up any trash.  Management has records of three complaints by this resident as to insects (February, March, and May of 2025), and on each occasion an outside vendor was dispatched to the unit and treated the unit.  Notably, the March and May activity logs indicate that no activity was observed in the unit,though the area was treated anyway.  These activity logs are attached.
  
  As for this particular residents stated concern with his vehicle being stolen,this was never reported to management.  Had he reported a missing vehicle,management would have requested a copy of the police report for his file, and would have sent out an email notifying the other residents of the event. No police report has been received, and management employees were not aware of the missing vehicle until receiving this complaint.  Thus, we unfortunately cannot determine the veracity of this complaint or comment on the circumstances behind it.  Further, while residents are entitled to reserve a covered parking spot for a fee of $20 per month, this resident declined to request or pay for a parking spot.  This resident had no entitlement to a particular parking spot because he never reserved one.  At some point another resident (who reserved and paid for a covered parking spot) began parking in a spot that this resident had been using, and this resident complained that someone else had parked in his spot.  Only then was management made aware that the resident was utilizing two parking spaces without paying for them, and at that time, the resident started being charged for the use of those parking spaces.
  
  In light of the above, the landlord disagrees with the requested resolution. The residents rent complaints are explainable by unambiguous lease provisions that have been known since he moved in and were explained when he raised concerns; management takes reasonable and appropriate action to maintain the safety and cleanliness of the property, including expeditious responses to resident complaints, despite actions by third parties which are beyond managements control; and management has verified that the resident has never been overcharged, so there is no overbilling or inappropriate fees that can be reimbursed.
  

  Customer Answer

  Date: 06/12/2025

   Complaint: 23392810
  Dear BBB Representative,
  Thank you for forwarding the response from American Landmark Apartments. After reviewing their reply in full, I respectfully state that their response is not satisfactory and contains several inaccurate and misleading statements. I would like to clarify the following:
  Fluctuating Rent & Utility Charges
  The statement that the rent fluctuations were clearly outlined in the lease is incorrect. I was not provided with a detailed explanation of how the charges would vary monthly based on community usage or occupancy. I request that they provide the portion of the lease or utility addendum that allegedly explains this formula. The charges I received were inconsistent each month, with no clear or predictable breakdown. Please also include a break down why the trash varies every month all the way up to $75 for one month.
  Mirror Replacement
  Their response references only two months of rent fluctuation related to a mirror replacement this still leaves unexplained discrepancies for the other ten months of my lease. Furthermore, I waited months before it was actually fixed.
  Homeless Encampment and Safety
  The management's comments regarding a homeless encampment 300 feet away are misdirecting. The encampment I repeatedly reported is directly adjacent to the apartment property, over the back wall facing the 95 freeway. Individuals regularly shimmy down a narrow opening between the apartment complex wall and a storage unit fence this is not even three feet from our guest parking area. This creates serious safety concerns, and management has not taken any meaningful or visible action. During the winter they started a fire in our parking lot in which the fire department responded. The children in our neighborhood called 911.
  Pest Infestation
  The pest issue was ongoing and unresolved during multiple months. While it's true that I reported this issue several times, pest control told me to wait 2-3 weeks between treatments before submitting another ticket. This significantly delayed resolution, and the management's logs fail to reflect the continuous nature of the problem. Their claim that no activity was seen during inspections contradicts the experience inside the unit.
  Stolen Vehicle Incident
  I called *****, multiple times to report my vehicle being stolen. I can provide a police report I raised this concern directly, and it reflects the unsafe conditions on the property. It's misleading for them to say I never reported it when I communicated with their staff repeatedly.
  Parking Space Charges
  I originally reserved two covered parking spaces and still have the original sticker provided to me by the office. At one point, ***** told me they were not charging for parking then out of nowhere, I was suddenly billed an extra $40 for the same two spots I had been using the whole time. Very confusing and inconsistent, especially given the ongoing confusion caused by management themselves.
  Lastly, I have included pictures of the property. The overall neglect around the property especially near the back wall, parking area stairwells, and dumpsters is astonishing. For the approximate $10,000 a month in "community fees" I would think this complex would look like a tropical resort. I attempted to voice those concerns to the office, and they stated that they are not there to hear my concerns. The response only allowed me to attach five pictures. Please let me know if additional pictures are needed.
  Conclusion:
  I maintain that my concerns are valid and still unresolved. The landlord's response avoids accountability and misrepresents key facts. I am requesting either a partial refund for the unexplained charges, or at minimum, a formal review and correction of the billing and safety issues.
  Thank you for your time and for continuing to advocate for fair treatment of tenants.
  

• Initial Complaint

  Date:05/29/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I moved into ***** Apartments in October. I lost both of my jobs within 2-4 weeks. I was up for eviction and was seeking rental assistance. After 2-3 months City Of ************ Rental Assistance Approved me for $1,700. Even though it wasnt the full amount i owed they told City Of Jacksonville verbally they will do a stipulation once the money was received. I thought everything was good until 1/14/2025 they put a 24 hour notice from the sheriff to leave. When i asked them why they told me they never received the money from the rental assistance and even if they did they were owed that money and i needed the full balance thats why i am being put out. The City of ************ sent me the invoice for the money and showed that the apartment cashed the check 1/9/2025, 5 days before i had to leave. They sent the ledger to the debt collectors and didnt add the $1,700 into the ledger so now its on my credit with the wrong amount. They were rude to me and the leasing agent disregarded and dismissed all of my feelings and more.

  Business Response

  Date: 05/30/2025

  Ms.***** moved into Unit 410 on October 21, 2024, and paid a $1,500 security deposit at move-in. Unfortunately, her rental account became delinquent shortly thereafter, with unpaid rent for November 2024. As a result, an eviction was filed on November 18, 2024.

  Ms.Short applied for rental assistance on December 3, 2024, but that initial application was denied the following day. On January 8, 2025, she informed our team via email that the City of ************ (***) would be providing $1,700 in rental assistance.

  We were open to working with her and discussed entering into a stipulation agreement to resolve the matter. However, a condition of that agreement required the resident to contribute 80% of the outstanding balance,which at the time totaled $5,331.89. Unfortunately, Ms. ***** was unable to meet that contribution requirement.

  After receiving the $1,700 check from *** on January 21, 2025, we consulted with our legal counsel to ensure compliance before applying the funds. We were advised to post the payment to her account, as the assistance was strictly for rental arrears and did not impact the legal status of the eviction.

  The funds were posted to Ms. ****** account on January 24, 2025, and the eviction process proceeded in accordance with the courts timeline. The Writ of Possession was executed by the **************************** on January 29,2025.

  We understand that housing instability is difficult, and we did our best to remain open to resolution throughout the process. Documentation, including the Financial Activity Statement and ledger showing the *** payment, has been attached for reference.

  Customer Answer

  Date: 06/02/2025

   
  Complaint: 23391472
  
  I am rejecting this response because: its not about how i was evicted or anything it was because the $1,700 isnt on the at all. And that balance is reporting to my credit and no where it says $1,700 was paid. Also the funds was sent to apartments the same day i approved and reconciled on January 9th as seen on the invoice. i want the $1,700 that was so called applied to my account be on the ledger. 
  
  Sincerely,
  
  Auborny Short

  Business Response

  Date: 06/27/2025

  
  I apologize, I thought this attachment was included in our response.
  
   

  Customer Answer

  Date: 06/27/2025

   
  Complaint: 23391472
  
  I am rejecting this response because:

  Hello,
  
  I reviewed the Final Account Statement dated 01/31/2025 and noticed that my payment of $1,700 made on 01/24/2025 is not reflected in the balance breakdown. This payment is shown on the ledger but missing from the FAS.
  
  I am requesting a corrected Final Account Statement that accurately reflects that payment and provides a true final balance.
  
  
  Thank you,
  Auborny Short
  
  
  
  

  Business Response

  Date: 07/10/2025

  Attached is the full ledger starting at 11/01/2024 (bottom of ledger) to 1/31/2025 (top of ledger). This includes all charges on the account.

  Customer Answer

  Date: 07/11/2025

   
  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. I just wanted a full clear picture because the *** created by ******* didnt include the ***** dollar payment. I truly believe you guys should let her go because she wasnt but rude and disrespectful to me. And i can include emails if you want. Thank you so much.
  
  Sincerely,
  
  Auborny Short

• Initial Complaint

  Date:04/23/2025

  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.

  ***************** that this apartments property management is contracted with illegally towed my car and over charged my car. The property management and tow truck company are both oblivious. I need to speak with someone at corporate level.

  Business Response

  Date: 05/01/2025

  We're so sorry to hear that your vehicle was towed at one of our communities. We understand how frustrating this must be and would appreciate the opportunity to look into this further for you. To help us assist you as quickly as possible, could you please provide the name of the community where this occurred, along with your current address or unit number? Once we have that information, we'll be better equipped to investigate and follow up with you directly.

  Customer Answer

  Date: 05/01/2025

   
  Better Business Bureau:
  
  Community name: 8 Metro Station

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

  Business Response

  Date: 05/29/2025

  We appreciate the opportunity to respond to the complaint submitted by [Residents Name] regarding a towing incident at our community.

  
  On April 22nd at approximately 10:30 AM, the resident contacted our office while at the tow yard owned by Warrior Towing. Her vehicle had been towed from 8 Metro Station due to what appeared to be an expired handicap placard. During the call, the resident explained that while the placard showed a March expiration date, she had already completed the renewal process and paid the required fees through the *** but had not yet received the updated tag.

  
  Upon learning of the situation, our Community Manager immediately contacted Warrior Towing and requested that the vehicle be released without charge due to the extenuating circumstances. However, the towing company declined to release the vehicle without documentation confirming the renewal. Because the resident did not have proof of payment on hand at the time, she was required to pay the towing fee of $330 to retrieve her vehicle.

  
  Following this, the resident visited the leasing office to provide an update. The Community Manager formally requested documentation from both the resident and the towing company. Within 24 hours, the resident submitted proof of payment to the ***. In response, our team issued a rent credit to the resident as a gesture of goodwill and promptly informed her of this action.

  
  The resident expressed appreciation for the resolution and confirmed in her BBB correspondence that she considered the matter resolved. We are pleased we were able to assist and regret any inconvenience she experienced.

• Initial Complaint

  Date:12/18/2024

  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.

  On November 26, I applied for an apartment at ****** at ***********, *******. I provided everything that was required and paid ****** for an online application fee and and an additional ****** for online admin/move in fee. Well after I was examined thoroughly and was asked for all sorts or personal information (like I was buying and not renting) I was told my income didn't comply. I therefore requested my "move in fee" should be returned to me. When I made the inquiry I was told that the "move in fee" is only refunded if my credit was declined and since my credit was good and it was my income that disqualified me, they would be keeping my additional ****** fee. I don't understand how a business arbitrarily decides to keep someone's money specially when the receipt says "move in fee" and I am not able to EVER move in. If you are looking for a home, and you are handing out 500 fees how are going to ever have money to move. This has been frustrating and sad. Adding insult to injury the staff was super rude and cold.

  Business Response

  Date: 12/19/2024

  *****,

  Thank you for taking the time to share your concerns with us. We truly value your feedback and understand how important transparency is when navigating application processes.

  After carefully reviewing your application, we can confirm that your credit and criminal background checks were approved. As outlined in the application, the $150 application fee is non-refundable upon submission, regardless of approval status. Additionally, our policy states that the $350 administrative fee becomes non-refundable once the credit and criminal checks are approved, supporting documentation is submitted, and the apartment is held off the market.

  That said, we completely understand how the wording in the application and digital receipt may have caused some confusion. To address this and as a gesture of goodwill, we will be providing you with a credit for the $350 administrative fee. Furthermore, we are happy to go above and beyond by refunding your $150 application fee as well.

  We strive to maintain transparency and ensure that our customers feel supported throughout their experience with us. Your satisfaction is important, and we hope this resolution demonstrates our commitment to fairness and understanding.

  Please reach out to ******* **** at ************ or via email at ***************** to confirm where we can send your refund.

  Thank you for bringing this matter to our attention, and we truly appreciate the opportunity to make things right.

  Customer Answer

  Date: 01/02/2025

   
  Better Business Bureau:
  I am okay with the refund, please let the business know I accept.

• Initial Complaint

  Date:11/21/2024

  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 moved into The ***** in **************, with my teenager in August 2021. The apartment wasn't ready when I got there with my rented Uhaul and my help to move items. The apartment (319) was GREAT, clean no faulty appliances except a breaker that tripped. After a couple renewals the rent for the 2/2 with ALL their fees was almost 2K..a little pricey for me so I asked to downsize.Manager was Mr. ******* at that time after Mr **** left. I had incredibly rude, offensive emails received from him (he accidentally sent to me instead of the regional manager) in which he was calling me names talking to her saying-like you said-just all around not professional. I reported that to corporate and regional called to apologize-incredibly over the ********** fake. She is no longer working as regional now that **** ***** has taken her spot.I downsized to a 677 sq ft apartment on their 2nd floor that has been a TOTAL NIGHTMARE.*FULL OF DOG HAIR in carpet all along walls were carpet met & carpet & very ugly 1970s cheeeeeap carpet & chemical smell in carpet VERY VERY strong *Dishwasher leaked & stopped working (been ongoing since over year move in now)*Dryer didn't dry clothes fully (been ongoing about a year now till it completely went out after MULTIPLE work orders)*toilet seat has to be fixed every few months *bathroom sink not usable unless you want water EVERYWHERE fast forward to this month -I'm brought a dog hair filled dryer FULL of dog hair to replace mine I've been asking them to fix for a year Then I put in work order for the microwave door falling apart. They bring another door that's sooo disgusting I don't want to use the microwave now. FILLLTHY DIRTY, all banged & scratched up with a film on inside of door-just nassty So I'm really upset - this isn't acceptable. Regional **** ***** tells me I shouldn't expect brand new!This makes me more upset -no one nooo one asked for brand new-i asked for clean & acceptable - not looking like it was dug from the dumpster.

  Business Response

  Date: 12/13/2024

  We are currently working with the resident internally as it has escalated.

• Initial Complaint

  Date:10/24/2024

  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.

  Inaccurate information posted on my credit report and the apartment complex isnt being honest and professional with handling the situation

  Business Response

  Date: 10/24/2024

  Thank you for bringing this to our attention. We're sorry to hear that there may have been some inaccurate information reported regarding your account. After reviewing the details, we noticed that the address mentioned does not correspond to any of our communities, and there was no name provided in the complaint. To assist you further, could you kindly provide the name of the community where you were residing?
  

  Customer Answer

  Date: 10/29/2024

   
  Better Business Bureau:
  
  My name is ******* ******, I was looking into testing with ************************************************, in ********, *******, I have tried to call this complex about the inaccurate information they put on my credit report and inaccurate amount of debt they say I owe them, I talked to the finance manager and he told me on the phone that the amount was incorrect and that he would call me back to fix it, he told me this like 3 times and never callled me or reached out to me about this situation.

  Business Response

  Date: 11/18/2024

  We are going to remove the *** fees and remove from collections. The property is in contact with the former applicant to advise.

• Initial Complaint

  Date:10/14/2024

  Type:Order 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 am filing a complaint against American Landmark Apartments (dba Macallan on ****) regarding the unsafe living environment at ******************************* Since moving in on Jan. 2023, there has been multiple resident safety issues, including three shootings in the vicinityone of which was fatal. The management has failed to implement necessary safety measures, leaving residents feeling vulnerable in their homes. Emergency alarms frequently go off without proper maintenance, and essential facilities are broken. For instance, our garage door has been inoperable for five months, allowing unauthorized access with no fixes.I have contacted management multiple times about these issues, but their responses have been inadequate and lack any real action to improve safety. They claim to have taken steps, but there has been no visible progress. While my lease is ending soon, my main concern is for the safety of current and future residents. I would appreciate a resolution that addresses these serious safety concerns, ideally including some form of reimbursement for the lack of promised safety measures. I hope the BBB can help encourage American Landmark Apartments to take immediate action for the well-being of all residents.

  Business Response

  Date: 11/06/2024

  Thank you for reaching out to share your concerns with us. We truly regret to hear about your experience, as its our priority to create a community that feels like home for all our residents. We appreciate your patience as we work to address the issues youve brought forward.

  Regarding the alarms, we understand that unexpected disturbances can be frustrating. Over the past five months, weve had two instances of alarms sounding outside of regular hours. Each time, a licensed third-party vendor promptly inspected the system, conducted necessary repairs, and confirmed that it is now fully operational. Were committed to preventing any future disruptions.

  Additionally, we recognize the concerns with our community access doors. The wear and tear on these doors can occur often due to frequent use, and as such, maintenance is sometimes an ongoing process. Logic, our third-party vendor, has repaired the doors twice since August, and were currently awaiting a new motor to ensure proper functionality. Our team is dedicated to maintaining and promptly addressing any issues with community amenities, and we appreciate your understanding as these repairs are finalized.

  We also want to be transparent regarding compensation requests. As our team continues to actively address concerns as they arise, we will not be able to offer any form of reimbursement at this time. However, please know that were here to listen and work with you as we enhance your experience in our community.

  Thank you for your patience and for allowing us the opportunity to improve. Please feel free to reach out directly if you have further concerns, as we are always here to help.

• Initial Complaint

  Date:10/04/2024

  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.

  I have been living here for a few months now, and I have just notice they are double charging for trash removal and valet trash, seems to be a double charge. Also, and random service fee of 8.95, on top of an already ***** "rent plus fee" which doesn't make sense. I have rented from a number of different apartments since living in *******, but these random charges need to be looked into. Not to mention that this month, they have double charged us on utility water/sewer, and they are insisting that we pay, and they "will credit us" or we have to find a way to get a cashier's check for them which also cost unnecessary money and time spent for an issue on their end.

  Business Response

  Date: 11/05/2024

  Thank you for reaching out and sharing your concerns with us. We appreciate you being a valued resident at our community, and we're committed to ensuring your experience here is a positive one.

  After reviewing your concerns with your Community Manager, we understand there were prior discussions regarding your recent bill and charges. We acknowledge that unexpected utility costs can be frustrating, and we genuinely empathize with the inconvenience this may have caused. Please know that while we do handle the distribution of utility bills, the City of North Lauderdale is responsible for monitoring and billing based on actual usage. Following an inspection of your home, our team found no leaks or issues that would contribute to an increased utility charge.

  In our effort to assist, ******* has issued a one-time courtesy credit as a gesture of goodwill. If you have any further questions about your bill, we recommend contacting the City of *********************************** for a comprehensive breakdown of your usage.

  Were grateful for the opportunity to address this matter and believe that your concerns have now been resolved. However, if theres anything more we can do to support you, please dont hesitate to let us know. Thank you for your understanding and for being part of our community.

  Customer Answer

  Date: 12/02/2024

   
  Complaint: 22376307
  
  I am rejecting this response because:

  Every month, we are double charged for trash removal, asked about this and they have no answer. We are also charged multiple times for unexplained "fees" that change from month to month, and they claim it's for an app or payment (Rent Plus/service fees). The company that owns these apartments do not care about the well-being of any of their customers living here.

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

  Business Response

  Date: 12/11/2024

  We truly appreciate you bringing your concerns to our attention and want to assure you that we are here to help clarify any confusion about your utility and RentPlus charges. Your satisfaction is important to us, and were happy to go over the details with you.

  For the month of September, your payment included recurring charges such as rent,amenity fees, garage, pest control, valet trash pickup, trash removal from the city, package locker services, utility service fees, and RentPlus (for the period 9/1/24 - 9/30/24). Additionally, because utility charges are billed in arrears, the payment also covered water, sewage, and trash usage from 7/1/24 to 8/1/24.
  To explain further, each month youll pay your agreed-upon fixed monthly fees,along with utility charges based on actual usage, which will always reflect a prior usage period. For instance, when you moved in during May, your utility charges started being billed in July for the usage period from 5/21/24 to 6/30/24. We hope this timeline clarifies the breakdown of charges for you.

  Regarding RentPlus, this service is offered to all residents upon move-in as part of our credit-building program. It is discussed during the move-in process and outlined in the lease agreement. If you wish to unenroll from this service,were more than happy to assist you with that process. Each resident will log onto the website, ****************, create an account and unsubscribe to the service. We have attached your individual addendum from your rental agreement should you or your co-resident have any additional questions about the service. 

  We value transparency and strive to ensure every charge is clearly detailed and accessible for your review. If you have any further questions or concerns,please dont hesitate to reach out. Were here to support you and want to make sure you feel confident and comfortable with all aspects of your living experience.