Complaints

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

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  Preferred Apartment Communities, Inc

  3284 Northside Pkwy NW STE 150 Atlanta, GA 30327-2282

• 

  Belmont Place

  2825 Windy Hill Road Southeast Marietta, GA 30067

• 

  Green Park Apartments

  2037 Weems Road Tucker, GA 30084

• 

  Solis Dresden

  1350 Dresden Drive Atlanta, GA 30319

• 

  The Drexel Collective

  100 Drexel Point Atlanta, GA 30346

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:11/21/2024

  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.

  I moved out of the Menlo Apartments in *************** on 10/21/24. In the months I lived there I always paid my rent on time. In Oct. they billed me a prorated rate and I paid. After I moved they sent me a cleaning bill along with other post dated charges which includes month of Sept. Total was for $472. I reached out and told them they had charges for Sept and they said they will review and get back to me. They sent a new bill and had charges which showed for the month of Nov. its still incorrect but Im so sick of it and I was willing to pay today 10/21/24 just to get it all over with. I went to the portal and I cant logon because Ive been removed and sent to collections. Huh???? I said Id like to pay my bill and they refused and said I should wait to be reached by a collection agent then I can pay. I asked to speak to management and they gave me the number to a management office and said leave a message but that I wont get response for about 7-10 days. Thats insane Im willing to pay a cleaning bill which by the way its ridiculous my apartment was left spotless. Nothing had to be cleaned. They are thieves. Never again do I want to have to deal with them. Very disappointed at the Menlo Apartments. I thought a little better of them.

  Business Response

  Date: 12/05/2024

  Hello ******,
  
  We hope that you are well and appreciate you reaching out to the Customer Support Team at **********************. We are replying to complaint ID ******** received to the Better Business Bureau regarding your tenancy at The Menlo Unit 1 - 1222.
  
  Our Customer Support Team connected with the management team of The Menlo regarding clarification of your final statement.
  
  After your lease ended on October 21st, 2024, your final statement was provided to you via the Resident Portal on October 24th, 2024. We've provided a copy of this correspondence to our BBB response.
  
  It was noted by our team that you accessed the Resident Portal several days after the final statement was posted on October 28th, 2024. 
  
  On November 6th, 2024, the Assistant Manager at The Menlo followed up via email providing answers and additional context to your questions regarding your final bill, particularly for utility billing. We've provided a copy of this correspondence to our BBB response. 
  You and the additional occupant of Unit 1 - 1222 were also sent several pre-collection notice reminder emails after having been sent the final statement on October 24th, 2024 including:
  The first notice email reminder was sent to you and the additional occupant on October 30th, 2024 at 9:04 AM EDT
  The second notice email reminder was sent to you and the additional occupant on November 6th, 2024 at 10:03 AM EST
  The third and final notice email reminder was sent to you and the additional occupant on November 13th at 9:01 AM EST
  To reiterate, each of these notice emails state: "If payment is not properly received within 30 days of 10/21/2024, your account will be sent to our collections agency, and we will no longer be able to assist you." 
  
  Due to non-payment, your account was officially sent to collections on November 22nd 2024, where you were also notified via email at 9:03 AM EST that day.  We've also provided copies of each of these notices and final collections notice to our BBB response.
  
  In addition, a repairs and replacement letter detailing the list of potential charges for what is considered beyond normal wear and tear was provided via the Resident Portal on August 28th, 2024. This was countersigned by you on August 28th, 2024. In your final statement sent on October 24th, 2024 photos of the unit after move-out were included. These photos detailed the areas of the apartment where cleaning charges stemmed from including the washing machine, carpeting, refrigerator, in addition to other areas of the unit. 
  
  We encourage you to connect with the collections agency regarding the payment of the past due final statement.
  
  As always, you are welcome to speak with our Customer Support Team via *************************** or ************.
  
  
  Thank you,
  
  Customer Support Team
  ********************** 

  Customer Answer

  Date: 12/05/2024

   
  Complaint: 22590316
  
  I am rejecting this response because:
  As you see from their response, the final statement was sent out 10/24/24.  With that statement I received a letter which clearly says I have 30 days from the date on the statement.  I  wanted to access the portal on 10/21/24 to pay my final bill in which I was told I cannot pay online.  I spoke to numerous people in the office and no one would help me. 
  

  You claimed it was sent to collections and Ive reached out to the collection office you said it went to and they stated they have no information with my name, so I cannot pay them.  I left a message at your main office and no one has reached out to me to resolve this. 
  

  Once again Id like to pay the balance, but, youre not accepting payment and the collection office cannot bill me without information and a collection office has never reached out.  
  

  I have not received a bill from a collection agency so not sure what games are being played here.  I would like this resolved and done with, but, someone needs to reach out to me.m so I can pay.  
  

  Sincerely,

   ****** ********

  Business Response

  Date: 12/12/2024

  Hello ******,
  Thank you for reaching out to us regarding your final statement.
  We acknowledge that your final statement was issued on October 24, 2024, with a payment deadline of November 22, 2024, allowing a 30-day period for payment. Although the portal was accessible on October 21, 2024, the final billing charges were not yet applied to your account on this date, as it coincided with your lease end date. We understand that you attempted to make a payment on October 21, 2024, but certain charges, including Conservice and cleaning fees, had not accrued and were not applied to the ledger on that date.
  We apologize for any confusion caused concerning the appropriate recipient for your final payment. We have confirmed with ********** that your account was not received. In light of this issue, payment can be made at the leasing office via money order.
  Please do not hesitate to reach out if you require further assistance. We are here to help.
  Regards,
  Customer Support
  **********************
  
  

  Customer Answer

  Date: 12/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.   I will stop by the office and make payment as agreed with a money order on Friday, 12/13/24.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:11/18/2024

  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.

  My wife and I were residents at ********************************************, from December 2022 to September 2024. We moved out of our apartment at ********************************* Homes on September 21, 2024. We received a call from a collections agency, **********************, on November 18, 2024.We were confused as to why we were getting a call from a debt collections agency. We had paid our entire bill in full, and even received a small amount of our security deposit back from Finisttera. However, since moving out, we have received numerous "move out statements" from **********, each one different from the last. Sometimes, we owe them money. Sometimes, they owe us money. At the moment, we believe they are trying to charge us an extra $278.86. At least $156.67 of that $278.86 bill is supposedly due to ******************** We have never paid Finisterra for our electric usage, instead, like almost all Phoenix residents, we pay the Salt River Project for our electric bill. Finisterra is trying to charge us an extra $278.86. Before they gave us even two weeks to pay this made up bill, they sent the bill to a collections agency, in turn hurting our credit scores. We would like the complete removal of all chargers from **********, as well as financial compensation for their incompetence. We are happy to provide the multitude of move-out statements and misinformation that they have sent us, and we have documented the number of times we have called their office only for no one to answer the phone. We are also happy to provide proof of all payments to **********. We are trying to get in touch with the debt collector, and we are seeking legal counsel in case this issue does not resolve itself quickly and efficiently. From our past experience with Finisterra, we assume this issue will not resolve quickly. We are reaching out to the Better Business Bureau because we feel we are out of options. We are happy to pay any outstanding balances, if there were any. However, there are not.

  Business Response

  Date: 11/26/2024

  Hello *******,
  

  We appreciate you reaching out to the Customer Support Team at **********************.
  

  We are writing in response to your BBB complaint (ID22573987) regarding move-out statements received for Finisterra, Unit G-2040 based on your lease end date of September 20th, 2024. 
  

  As a valued resident, we apologize for any confusion or difficulty with your final move-out statement regarding your tenancy at ***********
  

  Our Customer Support Team has connected with the team at **********. We strive for every experience to be a positive one and have reduced the balance to $0. 
  

  Please see attached regarding the final move-out statement for your unit.
  

  We wish you all the best in your new home! If you require any additional assistance, please feel free to reach out to us at *************************** or ************. Our Customer Support Team will be happy to help!
  

   

  Thank you,
  Customer Support Team
  **********************

  Customer Answer

  Date: 11/27/2024

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

• Initial Complaint

  Date:10/22/2024

  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.

  1. I selected an apartment and was verified, however last second they switched me to a unit right next to the highway (right next to I75 to be exact, all of the noise was constant even through the night. It feels like a bait and switch tactic they used to fill this unit as I don't think someone would willingly rent that unit) and said my original unit wasn't available yet (after already disclosing it was available).2. A double homicide within the first month of living there 3. Constant gate malfunctions (days to weeks and upwards of months of the gates not working) allowing anyone to come into the community, even after the murders 4. My apartment was breached by maintenance without consent on 3 different occasions. One time they started my dryer without me being home. The third time I was sleeping naked and had to get dressed to see who just came into my apartment. The first time they breached my apartment, I just so happened to be walking out and one of the maintenance members had his key in my lock and was in the process of unlocking my door). Every time I questioned them about it, they said it was the "wrong unit." This happened too many times for that to be the case. There was a time I made a maintenance request and all 3 of these breaches were separated from that 5. On moving out I was charged a bunch of bogus fees. I was told to throw everything away or I would be charged, so I complied. I was then told by their team I was good to go. Only for a few days later to be told I need to pay them more. I pay for valet trash and they have sent me a bill to charge for my trash and cleaning fees resulting in $200. I swept the apartment and cleaned it as I did any other apartment I have moved out of and have never been charged. The apartment was very clean for someone just moving out

  Business Response

  Date: 11/01/2024

  Hello ******,

  Thank you for reaching out to our Customer Support Team at **********************.
  We are writing in response to your BBB complaint (ID22460330) regarding move-out charges received after your move-out at The Lodge at ************************ on 10/08/2024. 

  We understand that you have several concerns leading up to your move out charges and would like to address those to the best of our ability as since then weve hired new team members.

  
  1.     In reference to your accusation of bait and switch tactics, when touring our units by the highway, road noise is unavoidable and we are unable to hide this from our future residents.

  
  2.     Regarding the isolated incident mentioned, this was a tragic event which we were saddened by and was a targeted situation. Our condolences go out to the family and friends that were affected. Our community was working very closely with law enforcement to assist with their investigation at the time.

  
  3.     In regard to your gate concerns, we are unable to pinpoint if the gates were malfunctioning after the incident occurred, but our community works closely with our gate vendor to ensure repairs are completed in a timely manner. Unfortunately, there are times when we are at the mercy of our vendor when it comes to repair parts and delivery dates.

  
  4.     We are unaware of the 3 maintenance concerns mentioned but would like to apologize for the inconvenience as this very well could have been a mistake by our maintenance team. We try our best to be very diligent on making sure we read units, pull correct keys, and pay close attention to any resident requests prior to entry unless it is considered a maintenance emergency.

  
  5.      We do understand that a pre-move out walk-through of your unit was completed, and you expressed at that time that a team member notified you that you were good to go with no indication of additional charges.  We apologize for the inconvenience and any miscommunication. Due to this, our team will be adjusting the move-out charges as requested from $175.22 to a $0 balance owed. The Lodge at ***************** will be in communication with you regarding a revised financial move-out statement.
  

  If you have any questions or need further assistance, we invite you to contact us directly at *************************** or ************. We would be happy to assist further.

  
  We wish you all the best in your new home!

  Customer Answer

  Date: 11/04/2024

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

• Initial Complaint

  Date:10/07/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I moved out of the apartment at ************************************************************************************************************** on September 30th. I received a move out statement in my email on October 3rd.There were a list of move out damages assessed as final outstanding charges, namely:1. $20 for blind pair (not sure what this means) however, the blinds in the main bedroom was damaged when we got the apartment, I have a photograph as proof.2. I was assessed $500 for heavy stained inclinable carpet. There was carpet in the 2 bedrooms and I have the videos to show what the carpets looked like when I left.I replied to the email on October 3, 2024 disputing the carped charges and requested photos to show the heavy stained carpet. I have not heard from them to date. I am ***** of these apartment complex practice of sending to collection agencies.I would like a response from the apartment manager regarding their findings.Prior to leaving there was a move out inspection conducted and no one said anything to me about soiled carpet and blinds.I am unable to load the videos.

  Business Response

  Date: 10/18/2024

  Hello Marva,

  
  Thank you for reaching out to our Customer Support Team at Preferred Apartment Communities.
  

  We are writing in response to your BBB complaint (ID22388799) regarding a dispute of damage charges received after your move-out at Crosstown Walk, Unit 7 - 1206 - 201 on 09/30/2024. 
  

  After reviewing photo documentation of your unit post move-out, we did note areas of the carpet that were heavily stained. We have provided this photo documentation of the post move-out inspection to this complaint. We do understand that a pre-move out walk-through of your unit was completed, and you expressed at that time there was a lack of indication that the staining would be subject to charge.  We apologize for the inconvenience and any miscommunication. Due to this, our team will be adjusting the carpet charges from $500 to $250. Also, in reference to the dispute of damage charges to the blinds, as a valued resident of the community we will be fully waiving the $20 charge. 
  

  The Crosstown Walk team will be in communication with you regarding a revised financial move-out statement. 
  

  If you have any questions or need further assistance, we invite you to contact us directly at [email protected] or 770-818-4100. We would be happy to assist further.
  

  We wish you all the best in your new home!
  

  
  Thank you,

  Customer Support Team
  Preferred Apartment Communities

  Customer Answer

  Date: 10/18/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22388799, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Marva Edwards-marshall

• Initial Complaint

  Date:09/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I moved into this apartment complex (************** apartments) on April ******* . When I first moved in I was promised hard wood floors and a washer and dryer , which I did not have a machine for 2 months of living here . On April ******* I walked into an apartment that had wet carpet and couldnt move my items in due to this incident. I was upset about not having the things that was promised to me and I had to come out of pocket to pay more money because I had to reschedule my move . The staff was rude and showed no empathy. April **************************************************************************************************** on this day the staff did nothing . On April ******* I officially moved all my things in , this is when I experienced the loud banging with my neighbor. I have contacted the leasing office several times, called the off site security team and recently had to call the police . The leasing agents and the management team has done nothing but ignore the issue and now the issue with me and the tenant has gotten worse and the tenant is retaliating against me. I am scared for my safety and I have been mistreated. I also wanted to add that I called the cooperate number but no one has returned my call . I just want to say that ****** ****** and ******* ******** has been no help and has ignored my emails as of now . If you check your review for this property ****** ****** name is in a lot of the reviews . Please help me resolve this issue I do not feel comfortable with your current staff.I have emails and a incident report as well .

  Business Response

  Date: 09/30/2024

  Hello Sierra,
  
  Thank you for reaching out to our Customer Support Team at **********************. We hope that you are well.
  
  We would be happy to assist you and apologize for any inconveniences you've encountered at *************. As a valued member of the community, our Customer Support Team strives to ensure your experience is a positive one. 
  
  We've connected with the community team of ******** View to both follow-up on any previous and existing concerns you've encountered.
  
  Regarding your concerns about a delayed move-in experience, there does not appear to have been any delay with your move-in to unit ****** on April 16th, 2024. We noted that all documentation had been signed by you and keys had been picked up. 
  

  Also, when speaking with the community team, we did not note any previous mention regarding hardwood flooring or washer/dryer complaints outside of this BBB complaint. We apologize that this was your move-in experience but given that the team was not made aware of it, could not act to resolve it immediately.
  

  All maintenance and service issues that have been brought forth to the community team regarding your apartment have been remedied in a timely manner. If there is currently anything outstanding, we encourage you to alert the community team or submit a request through the Resident Portal.
  
  We did note in our discussions with the community team several concerns regarding noise noted by you from nearby neighbors. We understand that having a calm and peaceful environment is extremely important. Several offers have been extended to you including:
  
  
                  A unit transfer with a waived transfer fee. We would also try our hardest to ensure the desired in-unit amenities like hardwood flooring and a washer/dryer unit were available to you.
                  A lease termination with no penalty fee or notice needed.
  
  
  We confirmed that you have not elected to choose either of these options at this time. 
  
  At Preferred Apartment Communities, we take pride in fostering a warm and welcoming environment while providing exceptional customer service. Your comments regarding treatment from our team members concern us and we would love the opportunity to discuss further with you. 
  
  We understand that a PAC representative has recently been in contact with you via email to continue to discuss a resolution as well as next steps. 
  
  In the meantime, if you have any questions or need assistance, you are always welcome to contact our Customer Support Team via *************************** or ************. We would be happy to assist you further!
  
  Thank you,
  
  Customer Support Team
  ********************** 

• Initial Complaint

  Date:09/04/2024

  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.

  I've just recently closed on a home in ******* on 6/28/24. My lease is up on 09/30/2024. My apartment complex has the wrong end date on my lease for 10/06/2024, but I didn't think anything of it because I thought that would be easy to fix. With getting a house and in the process of moving I find out from my apartment complex that I needed to put in a 60 days notice so I don't have to pay additional money (a full months extra rent after the original lease has expired). They never sent me any notice that I have to turn a form to notify them 60 days that I'll be moving out and they are hiding behind the technicality that I signed he lease over a year and 3 months ago and I was supposed to remember that I needed to notify them when they provided no communication or reminder that I need to go into the office, sign a document, and notify them that I will be moving out. There should be some type of protection for the consumer for businesses purposely not giving you notification that you are required to give notice but they aren't required to give you notice. All they did was send me an email and offer letter with no notice on what to do if you decide to leave. All these assumptions with no clear directions will force people like me to have to pay extra when I've fulfilled my lease and wasn't told at any point that I had to give a 60 day notice. They gave me the renewal letter 07/11/2024 and in talking to the staff they told me that for them that's them notifying me even though the letter has no mention of options if you decide to move out and no communication on how to start that process. I think this is unprofessional and a money grab. Based on there logic I had less than 3 weeks to notify them of my decision to leave while I'm in the process of buying a house and getting that in order and they don't have to notify me of anything because it was in the lease? That for me is using a technicality to enforce rules to benefit the business and hurt the consumer.

  Business Response

  Date: 09/17/2024

  Hello Doutimi,
  
  We hope that you are well, and we appreciate you reaching out to Preferred Apartment Communities.
  
  As a valued resident of the community, we would love a chance to assist you. A PAC team member has attempted to reach out via the phone number we have on file with you to discuss your concerns further. We encourage you to follow-up with that team member as your experience is important to us. 
  
  Also, you are always welcome to contact our Customer Support Team via **************** or ************.
  
  We wish you all the best in your new home!
  
  
  Thank you,
  
  Customer Support Team
  **********************

  Customer Answer

  Date: 09/18/2024

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

• Initial Complaint

  Date:08/23/2024

  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.

  security deposit was paid prior to moving in and upon move out they are not deducting it from the final bill and also over charging us for paint and regular apartment wear and tear after a 13 month lease, they are requiring us to pay almost $400 just in damages for rug cleaning and "paint and patching" when we fulfilled our requirement to the apartment by patching holes and cleaning prior to move out. I have already told them I am completely fine paying the ridiculous amount requested but they need to subtract our security deposit from it and they are unwilling and sending us notices threating to send us into collections.

  Business Response

  Date: 08/29/2024

  Hello ******,
  
  We appreciate you reaching out to our team at PAC. 
  
  We are writing in response to your complaint (ID ********* regarding a dispute of damage charges and the security deposit inquiry. After review of your lease agreement at Volta (unit 2 - 2420), it was noted that at the time of your application, you opted for a nonrefundable deposit alternative fee in the amount of $150.00 in lieu of paying a standard deposit. A standard deposit can be refunded if the terms of the lease are met as of the end of the agreement unlike the deposit alternative fee that was opted by you instead. We have attached your enrollment form detailing the deposit alternative for your records.
  
  Due to this selection of a nonrefundable deposit fee at the time of your application, there would be no actual security deposit on your account that damage charges could be subtracted from. We apologize for any confusion or miscommunication that may have occurred regarding this.
  
  At PAC, we believe in making every experience a positive one. The community team at ***** followed up with you via email on August 28th, 2024 that your financial account statement has been revised to reflect a $150 credit for the original fee paid by you in regard to the deposit alternative fee. A refund check for this amount will be issued to your forwarding address on file with us.
  
  If you run into any issues regarding the receipt of the check or have any questions, please don't hesitate to connect with our Customer Support Team via **************** or at ************.
  
  We value you as a resident and wish you all the best in your new home!
  
  Thank you,
  
  Customer Support Team
  PAC

• Initial Complaint

  Date:08/19/2024

  Type:Customer Service 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 am a former tenant. They charged me $167.97 for cleaning and paint damages with no proof. We made sure leaving everything in perfect condition. I am asking for a full refund for these charges.

  Business Response

  Date: 09/06/2024

  Hello Can,
  
  We appreciate you reaching out and are writing in response to confirm that we have just received this complaint from the BBB. Unfortunately, the BBB had been directing customer correspondence to a separate, unmonitored online page that PAC did not have access to and was unaware of until this week. Due to this error, we were unaware of your complaint and were unable to respond within the BBBs allotted timeframe. 
  
  If we were made aware of your concerns via another channel, they likely have been addressed by now. If not, we will follow up with you regarding any outstanding concerns that were shared with us in your BBB complaint. As always, you are free to email our Customer Support Team at **************** or contact us at ************.
  
  Thank you!
  Customer Support Team
  **********************

  Customer Answer

  Date: 09/07/2024

   
  Complaint: 22161780
  
  I am rejecting this response because:

  There was no response at all. Id like to get a full refund of these made up charges taken from  my deposit. **********************************

  
  Sincerely,
  
  Can Selimhocaoglu

  Business Response

  Date: 09/13/2024

  Hello Can,
  
  Thank you for reaching out regarding your move-out charges. We appreciate your patience and communication with the Finisterra team while we reviewed your concerns.
  
  After review, we will be happy to meet you in the middle which will make your total refund $83.99. The team at ********** has already started processing your refund. If you have any questions regarding the refund process, please feel free to contact us at **************** or at ************.
  
  Thank you,
  
  Customer Support Team
  **********************
  

  Customer Answer

  Date: 09/13/2024

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

• Initial Complaint

  Date:08/09/2024

  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 am a resident of the brooke and there are many ongoing issues with this company. I have been experiencing an overwhelming mold issue that is not being handled with urgency or care. After telling the property manager **** of this mold issue, an inspector ***** was sent to identify mold and claimed no mold was present in the unit. After being informed of this I took my complaint up to the corporate entity in charge of the brooke, preferred apartments. I was informed through them that i had to do a walk through of the apartment (that would result in loss of wages to me because i would need to take off) to identify the location of the mold even after sending them pictures that clearly show mold present in the unit. I was also informed to get another unit I would be charged. They cannot give me a refund on the month i just paid for although the unit is inhabitable or allow me to break the lease until they do an internal investigation with upper management. I have no idea how long this investigation will take as I have not been informed. Any discussion with resolution of this issue was initiated and kept active by me. The management has not been corresponding or taking initiative with handling this issue. I have lost all of my belongings and refuse to go back to that unit as i have a 2 year old son. Other residents have discussed with me issues with mold and bedbugs after i shared my grievances and I suspect a slumlord situation is at hand.

  Customer Answer

  Date: 09/04/2024

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

  I would like to rescind this complaint on the ****** and preferred apartment communities, as of 9/3/2024.

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

  Business Response

  Date: 09/06/2024

  Hello *******,
  
  We appreciate you reaching out and are writing in response to confirm that we have just received this complaint from the BBB. Unfortunately, the BBB had been directing customer correspondence to a separate, unmonitored online page that PAC did not have access to and was unaware of until this week. Due to this error, we were unaware of your complaint and were unable to respond within the BBBs allotted timeframe. 
  
  If we were made aware of your concerns via another channel, they likely have been addressed by now. If not, we will follow up with you regarding any outstanding concerns that were shared with us in your BBB complaint. As always, you are free to email our Customer Support Team at **************** or contact us at ************.
  
  Thank you!

  Customer Support Team
  **********************

• Initial Complaint

  Date:08/01/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I basically applied for an apartment and was denied. I am aware that I dont get the application fee back but, my deposit of $175 I havent received yet of today August 1st 2024 31 days in counting. I spoke with a new leasing agent on July 31th of this matter. She left the information to management there *********, and never received a call back. *********, is the leasing agent I met and showed me the apartment so he is familiar with me. Last time I spoke with him of this matter, it was pass 15 days and he stated that their policy is 30 days to receive a check mailed to me at the property location so that I pick it up there. Its inconveniencing that I have to wait this long of time even though I paid with my debit card ?? and they received the payment right away. And for him to not follow back up with me, so I can pick up my check is odd. Its almost like ** being avoided for money thats due to me. Unacceptable and not professional at all. I noticed there is no diversity there in the leasing office so, as a black American male, its seems discriminatory.

  Business Response

  Date: 08/14/2024

  Hello ********,
  
  We appreciate you reaching out to us and apologize for any difficulty you may have had regarding your refund. We've connected with the community team at ********** and have confirmed that your refund check for the disputed amount of $175.00 was mailed and received by you in accordance with company policy at the community office. This $175.00 is in regard to an administrative fee only as we did not note a security deposit on file
  
  Our goal at Preferred Apartment Communities is to have an inclusive and inviting environment for customers and associates.  In regard to your concerns with our team, we'd love a chance to discuss your experience in further detail. We invite you to contact our Customer Support Team at **************** or at ************.
  
  We hope to hear from you soon!
  
  Thank you,

  
  Preferred Apartment Communities