Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/15/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In late January/early February of 2024, my roommate and I were looking into The Legends. We were told by one man that we would be able to move in on the 15th of February. There was no option for this date on the website. I called the business and ***** assured me that she would change the date for me if I selected April 15th. My roommate and I regularly called, emailed, and visited the business, and were usually met with silence. One day we came in with the deposit money in hand. We were nervous to give the $800 deposit, because we hadnt been allowed to view the actual apartment we would be moved into. The display property was clean, updated, and pristine. ***** told us that if we did not pay the deposit, the apartment would not be held for us, and they would give it to someone else. We felt we had no other choice. Another worker said that there was no possibility of moving in on February 15th, as we were told. ***** insisted that it would be fine and told the men they would talk about it, as she took my $800. Eventually we visit again, a few days before our move-in date, and were told that we cannot move in on the day that was confirmed to us multiple times. We are shown 2 rooms that are being worked on. We expected the older cabinetry, which was discussed. We did not expect so many broken, warped, and dirty things. Both rooms were the same price, but one had a very old oven, and the other had a brand new one. All cabinetry and finishes were random and different in each room. The larger of the two bedrooms seemed smaller than the display. We were told March 15th was the earliest possible move-in date. Ebony was not in the office that day. We told them over the phone soon after that we did not wish to move in. Since then weve been in contact with lawyers in an attempt to get our money back, to no avail. This is deception and thievery. We need that money to move into an apartment thats safe and honest.

• Initial Complaint

  Date:11/30/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I, *************************** moved into The Legends at Pasadena Hills in September of 2022. However I wasnt aware of a 60 day notice for as moving out so in August of 2023 I gave them a 30 day notice. I spoke with a young man in the leasing office and he told me that it was a 60 day notice however he told me that he spoke with the property manager about me moving out with the 30 day notice and everything was okay. Several months went by and everybody in the leasing office was giving me the run around about my deposit getting mailed to my forward address. I spoke with the property manager a few weeks ago about my case and she said corporate was taking an amount out due to me not giving an 60 day notice which I was okay with that. She gave me a call back within the next day letting me know I would be refunded about five hundred dollars out of eight seventy five which corporate was only suppose to take about sixty dollars which leaves me with about eight hundred. She didnt know what or why I was getting charged for due to me leaving my apartment in good condition and was able to move some else in within two weeks. I have been calling them multiple times different days and even stop by if I can and I have yet to speak with someone.

• Initial Complaint

  Date:10/17/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Any 5-star reviews reported within the past 2 months are NOT AUTHENTIC. Email was sent 8/15/23 BRIBING all current residents to leave positive reviews on all platforms (Google, Yelp and Apartments .com) in return for a free rent drawing for the month of September. I have attached a screenshot of the email as a reference. STAY AWAY! Once the lease is signed, I guarantee if you have any issues, you will not hear from management unless you haven’t paid your rent. There will always be police presence due to high criminal activity. Maintenance is horrible. Community Amenities = NONE. I was told last year (2022) that the pool will open in 2023, I was told this year that the pool will be open next year (2024) I understand for the price, amount space and claimed amenities makes it very desirable but if able to definitely rent elsewhere. I will be leaving this review on all the mentioned platforms above, including the BBB because we, as consumers, deserve an honest review.
  
  ***** informed ***** that I have been trying to get a hold of her for a few weeks. ***** also admitted to ***** that she did accept my documents on 8/21/23 but failed to notate or attached documents to my account, I understand mistakes happen. ***** then stated ***** is new, the property requires a 60-day move out notice and apologized for the inconvenience but informed ***** and myself that I will not be held responsible and she will make the needed adjustments on my tenant portal. ***** advised that I would be receiving a follow up phone call once she reach out to her Regional Manager, I never received a phone call back. Same day, 9/13/23 ***** and myself walked my old unit after we had disconnected with ****** I did request some sort of documentation that we walked the unit, so in return ***** stated she didn’t have a form to give me but she could send a text. She did, text stated “the unit looked great, thanks for keeping it up & I will send your info to my property manager ***** for your deposit”.

  Business Response

  Date: 11/21/2023

  I am writing to you to reconcile this complaint made by ***************** against The Legends at Pasadena Hills.  After extensively researching the complaint,I have found that she is due a refund in the amount of $272.09.  The refund details are noted below:
  
  Notice Given:  8/21/23
  Notice Period End Date:  9/21/23 (Prorated rent amount for 21 days of September was due)
  
  Security Deposit Refund Amount:  $875.00
  Prorated September Rent Amount Due and not paid by ****************:  $602.90
  Difference credited to **************:  $272.09
  
   A check in the amount of $272.09 was sent via Fed Ex to ************** on 11/21/23.  This is the total amount due to her at this time.

  Customer Answer

  Date: 11/22/2023

  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:04/27/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I moved in Mar. 10, 2023. I have no hot water. I went a week and a half without it, they came in and did something, and I haven&#**;t had hot water since the end of March 2023. Then, my air conditioner is not working, I reported this. The refrigerator has not been working for over a month, the freezer works but the refrigerator does not. The sliding patio door is jammed and never worked since I moved in. The sealing is leaking when someone uses the bathroom above me in the master bedroom&#**;s bathroom. The electric outlet doesn&#**;t work in the kitchen. I don&#**;t have a mailbox key. I would like these things repaired correctly or my money refunded to me.

• Initial Complaint

  Date:04/26/2023

  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 these apartments on 09/2022 it is now 04/2023 and I have not received my deposit back. A employee called me asking for my address to send my deposit, I waited 2 weeks then called back. Another employee ***** stated that first point of contact did not save my new address properly. I waited another 2 weeks and called back for the same employee to tell me she sent it over to accounts payable and doesn't understand why it has not been shipped and that she will call me back. A week later still no call back or check received. This is not professional and I need my funds!

  Customer Answer

  Date: 05/19/2023

  Hello,

  
  The apartments did finally send my deposit after I had an attorney contact their office.

  
  Thank you for your efforts!

  
  Have a good day!

  
  

• Initial Complaint

  Date:01/03/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The whole apartment complex does not have running water since right before Christmas. I have not had running water since. I have contacted the Property Manager *********************, continues to state that they are working on it but they only have 2 men working on the problem. I have spent money on buying water to wash dishes, to wash up, flush the toilet. I cant even cook a decent meal. I have contacted the owners but they have not responded to my complaints. The whole Complex is having this issue. They do not have the man power to fix this problem. They need more man power and experienced workers to fix this problem.

• Initial Complaint

  Date:10/22/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company moved residence in without telling anyone that they have really bad leaks an all this water steady flooding my apartment causing all type of damage to ***************. On top of that my son had asthma really bad an I know its mold in here from all this water.

• Initial Complaint

  Date:10/05/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 26th, 2022, my daughter and myself went to The Legends of Pasadena Hills apartment here in ***********, **. We were in search of a 2bedroom apartment on the first floor. Upon entering the establishment, we were approached by "*****". The way he spoke one would assume that he was the manager or in some role similar. At that time, my daughter and I made it clear as to what we were looking for which was and I quote " a 2 bedroom fully renovated unit on the first floor". Right then and there ***** told me that he had "some" available. With that in mind we asked to see the unit model. We went upstairs and viewed the unit, which was pretty nice. I was really excited because we just lost our home due to someone driving their car through our front door, so plainly stated, we needed some good news. We told ***** that we were going to put in the application that day and he let us know that it would take 24 hours to process because we were in a rush and wanted to be in by October 1. ***** let us know that that date would be no problem. Now, here we are, a week and a day later and after calling all last week and given the runaround, we are told that there are no units available for ANOTHER COUPLE WEEKS. The AM I assume, then offered a refund for the processing fee of 150 but that is not enough. I was lied to. Had I known that their were no apartments available, I would not have put in an application. I am owed the Application fee and the processing fee. I will be posting this on every site I can find until things are set right. This is ridiculous. The fact that I have to jump through hoops to get this reconciled is beyond me.

• Initial Complaint

  Date:09/29/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was originally suppose to move in on September 14th, 2022 but when I came to the office and did a walk through if the apartment it was not ready for move in. *************************** stated that move in time was in the evening and not in the morning. Not to mention the carpet was dirty in every room of the apartment, the stove and dishwasher was burned up, dishes in dishwasher not to mention food still in cabinets. Along with a lot of other things that needed to be fixed. I received a call from her saying things were going to take longer than expected and could I move in a few days later. Things still werent down when I arrived a few days later. Also since my move in date was September 14th, 2022 my services for the apartment started that day. I only moved in because this was my only source of living. Not to mention she told me I could live there for 2 weeks for free and pay half the rent for the next month. Monday, September 26th, 2022 I went into the office and stated to ******* that nothing has been fixed even with me putting in multiple maintenance requests and she stated that it would get done that day. Here it is Thursday and still nothing has been done. This has been a complete nightmare for me and my child not being comfortable living in something thats suppose to be ours.

• Initial Complaint

  Date:09/27/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I applied to The legends at Pasadena Hills Tuesday March 29th , I got approved a couple days later , my move in date kept getting pushed back so I decided to withdraw my application, I did not sign my lease but I did give my security deposit and first months rent, its been 4 months and I still havent received my refund, I go up there every 2-3 weeks asking about my def that hasnt been received, this is fraud and someone needs to pay for this