Complaints

This profile includes complaints for Atlantic & Pacific Companies's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Atlantic & Pacific Companies

  6600 N Military Trail Suite N307 Boca Raton, FL 33496

  
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  Atlantic & Pacific Co

  1349 W Peachtree St NW STE 1430 Atlanta, GA 30309-2928

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  Atlantic & Pacific Co

  3399 Peachtree Rd NE STE 215 Atlanta, GA 30326-1120

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  The Barrington Club

  10700 West Sample Rd. Coral Springs, FL 33065

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  Palms of Boca Del Mar

  5515 Pacific Blvd Boca Raton, FL 33433

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:03/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I lease with their property in the greenspoint area and when i tell you this has got to be the most unorganized and unprofessional apartments i had EVER had experiences with. From the moment i applied i was getting lied to! What really set it off and them filing for a eviction with NO NOTICE. Granted i was behind on rent and thats my responsibility BUT again how do you file a eviction with NO notice. I was told notice was given and when asked to provide proof no proof was provided so i paid them fees to get it dismissed but best believe im pursing this legally. The new property manager ****** said she left the notice herself so when i get proof she didnt i hope this company takes her lying serious. I couldnt get in touch with corporate even if i wanted to because they dont even have a active number on their website and im sure its on purpose cause they would get calls EVERYDAY and this property and the people they hire. They change staff like crazy and they always hire people who dont know what they are doing and dont care to know! They dont take care of the building theres trash and p*** EVERYWHERE . Please do not lease with them. The apartments have my contact information i suggest yall investigate this and look into this notice that was given. Yall have cameras in the hallways so yall know.

  

  Business Response

  Date: 03/18/2025

  We are investigating your concerns as we also addressed the manager, who placed the notice in the residents' unit.  A copy of this notice was emailed to the resident.
  We are not sure where the communication error took place, but all of our residents are late as of the 6th of every month, this is when late fees are addressed, and everyone gets their 30-day notice. The 30 days start on the 6th of every month, meaning if within those 30 days no payment is received, we proceed to eviction. We do not take any partial payments, nor does our portal accept them. All residents need to pay in full or if a program is going to assist our residents, it's fine, but they need to provide the difference. If not, we need to return that payment.  We follow these guidelines per our lease. Once they are in the eviction process, the court does not allow us to take any partial payments. 
  We are working on getting our property pressure washed soon, this is in the works. We apologize for any miscommunication issues with prior staff onsite. We do train all our staff with the same directives and residents can reach us on our company website.

  Customer Answer

  Date: 03/19/2025

   
  Complaint: 23012440
  
  I am rejecting this response because:
  The entire issue was not addressed. The whole issue was a eviction was filed without any notice actually given. Can you please address that concern? 
  

  
  Sincerely,
  
  Emerald *******

• Initial Complaint

  Date:02/05/2025

  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.

  My wife and I moved to *********** for military obligations, and because of the rush nature of my work I had to find a new home in a new city fairly quickly. We picked ********* because of its quick entrance on to the freeway so she can get to ****** more efficiently since that is where her internal job transfer would take her. Getting an unit from Atlantic Pacific is the biggest mistake I had ever made. A month into moving into the property we started noticing roaches. Told the property managers and got pest control to come. two months later pest appeared again, and thus asked for a pest control spray again. In the span of 6 months we did 8 pest control sprays, 3 of which were done 2 weeks apart. We asked to be moved to another unit because of the infestation and we were denied. This infestation has costed thousands of dollars in personal property loss. We can not use the kitchen we paid for. We are forced to purchase every meal for sanitary reasons. And the property managers instead of being helpful are being resentful even though we pay all our bills on time and not complained about anything other than the bugs. We confronted them and they claimed to have spoke with our neighbors about bugs in their unit and said that no one else is complaining. Wife and I knew this was a lie because we talk to our neighbors, but we thought no harm in asking them ourselves so we knocked on our neighbors door. I am not exaggerating, everyone we talked to has roaches in their unit and only one neighbor said they got a call. Is this how yall do business? Is this how yall treat servicemembers? I got better treatment in bootcamp than at Atlantic Pacific.

  

  Business Response

  Date: 02/07/2025

  Dear ****** ****,

  Thank you for reaching out and sharing your experience. I am truly sorry to hear about the significant challenges you and your wife have faced in your new home,and I can completely understand the frustration and stress this situation has caused.

  
  We determined that due to the pet that is not on the lease, we were unable to access your home for treatment to rectify this matter. We spoke with our pest control contractors, and they provided a full report on how often they have gone by, the activity theyve seen and how often they were able to gain access.Especially after multiple attempts at pest control, it is imperative to allow them to enter at the times they are scheduled, or the issue will be prolonged.  I am particularly concerned about your claims of being denied a unit transfer. I have spoken with our team, and no one denied you to transfer.This is a subject that was never discussed with me and would have no issue in transferring if that is a decision you wanted to make. You and your wife deserve to feel comfortable in your home.

  
  I will escalate your case to the property management team immediately and make it a priority to investigate the situation further. We will address the concerns about the neighbors' conditions, and work on a viable solution as quickly as possible with them. Its important to me that this issue is resolved to your satisfaction.

  
  As a servicemember, you should receive the highest level of respect, and I deeply regret that you feel this has not been the case with Atlantic Pacific. I will ensure that your concerns are taken seriously and that we address any misunderstandings promptly.

  
  Please allow me some time to review the situation. In the meantime, if theres anything else I can do to assist you, please dont hesitate to let us know.
  Thank you for your patience and understanding.

• Initial Complaint

  Date:01/14/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Better Business Bureau,I am filing a complaint against The Bristol, an Atlantic Pacific community, regarding the prolonged delay in receiving my security deposit refund.I moved out of these ***** infested apartments at the end of September 2024 and have yet to receive the refund of my deposit. Despite providing my forwarding address to ******* (the property manager) multiple times, the check was sent to my former apartment at ***********, apt 4303. After repeated attempts to contact the management team via phone (which were ignored), I had to visit the property in person. During this visit, I was informed that the original check would be canceled and reissued in early December because the property management failed to provide their accounting team with my forwarding ********** is now mid-January 2025, and I am still waiting for the refund. According to Texas Property Code, Chapter 92, Subchapter C, the refund should have been processed within 30 days of my move-out date. This ongoing delay is unacceptable, and I am requesting immediate action to resolve this issue.I would like clarification on the status of my refund and confirmation that it will be expedited to the correct address that I have repeatedly provided. Absolutely none of these properties have answered their phones from the time I moved in, until now. Ive also reached out to ***** (the regional) but she has been completely unresponsive and does not seem to ever intervene to help find solutions. Please advise if any additional information is needed from me to resolve this matter promptly.Thank you for your assistance.Sincerely,***** **** *************

  

  Business Response

  Date: 01/22/2025

  We have overnighted her refund check last week.

  Customer Answer

  Date: 02/05/2025

   
  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. This was sent months after move-out, well past the legal timeframe. Nonetheless, it was received after escalation to a district manager. 
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:12/11/2024

  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.

  My Lease at my apartment expired the 25th of July 2024. In the month of April 2024 I went to the Office located at the Apartment complex and spoke with an Associate of Atlantic at Tradition and stated I was not renewing my Lease. At no time during this meeting with the Associate did the Associate asked me to write anything down other than my name and apartment number and I left the Office thinking it was taken care of. In the Month Of May I went back to the Office and ask an Associate that I would like a copy of all my Rental payments of the 2 Years that I was living at the Complex. I was told that the Manager would be able to accommodate my request but it would take some time. At no time during my time in the Office did the Associate or the Manager express a concern that I forfeited my Deposit because I did not show my intention of not renewing my lease. I went to the Office in the first week of June and the Manager gave me the copy of my Rental Payments of 2 Years and again no mention of my lateness of declaring my intention of not renewing my lease. I think this important because I am under the impression that nothing is wrong. Fast Forward to my moving on the date of July 25th on that day I gave the keys to the apartment in the Office, and I asked about my deposit and was told by the Associate at the desk to write down my new address and I would received a statement about my cleaning fees. I said fine take the cleaning fee from the deposit and send me the balance. A month later I received a statement showing my 1800 dollar deposit was null and voided and a bill of 440 dollars due in cleaning fees. I called the number at the bottom of the statement which has nothing to do with anyone at the Office in the Complex, talked to a person that I have never met is in another Office that I have no idea where this Office is, and my problem is this person is taking my money and charging me an extra 440 dollars with late fees and threatening to go to collections.

  

  Business Response

  Date: 01/02/2025

  The complainant entered the office on June 7, 2024, and requested a copy of their ledger from property staff and advised the property staff that they were in a process of buying a home. The property staff asked them if they had filled out the Notice To Vacate (***) form and they replied "NO". The property staff provided a *** and the resident completed and submitted the *** on June ******. June 8, 2024 is the official notice date and the resident moved out on July 25, 2024.
  

  A final account statement (FAS) was created and sent to the complainant address of record pursuant to Florida statutes. The *** detailed all charges made against the complainant's security deposit. Among these charges was one for providing insufficient notice. The complainant was required to provide a minimum notice of their intent to vacate of Sixty (60) days. The complainant provided the notice to vacate on June 8, 2024, and vacated the apartment on July 25, 2024. This means the *** was submitted exactly Twelve (12) days short of the required notice as agreed to in the lease contract between the complainant and the Atlantic Tradition.

  The *** provides all former residents with information which details what steps they should take if they want/need to dispute any charges. The former resident made no such dispute and after Sixty (60) Days, the file was sent to a collection agency. 

  On September 30, 2024, the complainant received and opened an emailed invoice detailing what is owed. The complainant has had multiple, documented interactions with the collection agency since.

  As of this date, the debt is real and due immediately.

   

  
  
  
  

  Customer Answer

  Date: 01/16/2025

   
  Complaint: 22674336
  
  I am rejecting this response because:
  I went into the office in April *** and June. In April I went into the office and told the Property Manager in the office that Day and told her I was moving. She never presented me with a form to fill out. She Thank Me and told me sorry to see you go. At no time did she mention a form for me to fill out. I went into the Office in *** and asked for a copy of all my rental payments for the 2 years I was living there. The Property Manager there at the time said she would have to talk to her Boss she said give it a week or so and again no mention of any form to fill out. It was 2 weeks in June before The Property Manager in charge gave me the copies of rental payments and asked me again asked me to fill out a form stating I was moving. At no time did she mention that I should have filled the form out 60 days before moving if she had I would have told her I came into the office in April and early *** and that was the first time I heard of the word form. I would have told her that from April *** the numerous times I was in the Office talking to her Managers not once was any mention of a form to fill out was discussed. So I thought everything was taken care of. 1800 dollars deposit is forfeited by their Office and over 400 dollars in fees for cleaning the apartment is being charged to me. The 400 dollars should be taken out of the deposit because that is what the deposit is there for and the balance should be sent back to me. I made on time payments of rent of 2000 dollars times 24 months. Now this Company wants to add my deposit of 1800 dollars plus the 400 cleaning fee. The Property Managers in the Office on the Complex are the only Persons I had access to and they should have helped me from the first moment I walked into that Office in April and done their Job in helping me comply with any requirements their Company required. Such as Forms to fill out. Now I am dealing with Persons who have taken my deposit and charging me a cleaning fee that I didnt have access to or know them at all.  If the website which was available was the place for me to state my intention of moving then the Property Managers in the Office should have stated that to me. All the Property Manager had to do in April when I first walked into the Office is say Mr. *********** since you are moving can you please fill this form out. I would have filled out the form and said have a good day. 
  Sincerely,
  
  ****** ***********

• Initial Complaint

  Date:12/06/2024

  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.

  On ***** I made a payment to Mansfield Atlantic for ******. 65 was for the application which is non refundable, but the other 150 is a reservation fee for the apartment. The policy is if you are denied they will refund you the 150 in the form of a check that you have to pick up from their front office. Well I was denied and they told me it could take up to 30 days to receive the check and they would call me when it arrived. Well it is now December 6th and I still have not received my refund. I have called and talk to the manager and other staff who keep giving me the runaround. I have been told multiple times that they are going to call corporate to see whats going on and they will call me back and then no one ever calls back. I am just wanting my refund and not wanting to cause a huge fuss, but I literally dont know what else to do or who to contact.

  

  Business Response

  Date: 12/16/2024

  Thank you for your inquiry. I see that you had been in contact with the office staff. I do apologize about the delay. I see that they had to reach out to our support team and as of 12/10/2024 a check in the amount of $150 was cut and mailed. I have attached a copy of your applicant ledger and a copy of the check that you should be able to pick up from the office once it is received. Because it is coming by mail I would give it ten (10) business day to arrive. We do apologize about the delay and disconnect in communication. 

  Please feel free to reach out if you have additional questions. 

  *****************, CAM, ARM

  Regional Property Manager. 

• Initial Complaint

  Date:12/02/2024

  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.

  When contacting the property to inquire about the status of the return for my deposit the Property Managerplaced on hold for over 15 minutes,disconnected the call while I am waiting for a response,provided conflicting information on the process for deposit returns, non-responsive to numerous e-mails for follow up,lectured on my attitude and tone when questioning the conflicting information about my deposit return,was not provided a final walkthrough to confirm the condition of my unit,refused to view recording of apartment condition upon move out date,refused to provide a final account statement upon receipt of unit keys On 12/02/2024, I decided to go to the property for follow up on my unanswered questions. I was accompanied by my supervisor due to the unprofessionalism I encountered by telephone and in person.Upon our arrival to the property, Property Manager-******* *********, was again unprofessional and refused to provide an update in the status of my deposit return.She refused to listen and respond to my concerns/complaint regarding her behavior, attempted to shut the glass door to her office on me, called my witness and I racist when requesting to speak to the corporate office for her behavior. She then threatened and contacted the police to report that I was trying to file a complaint and wanted me to be removed for the premises.I then knocked on the office door next to ******* *********, the person was the Regional Property Manager. ***** intervened, had ******* ********* end her call with the police department and provided me the number to the corporate office for a complaint. The Property Manager, was extremely unprofessional and aggressive to be in a professional office setting. I am requesting to be able to pick up my deposit check in person when it is ready. I am also requesting that the Property Manager- not be present when I come in to pick up my deposit as I no longer feel comfortable in being near her aggressive disposition.

  

  Business Response

  Date: 12/16/2024

  Ms. ******* received her full security deposit and a refund of her prepaid rent, totaling $1,305.68 on December 4, 2024. 

• Initial Complaint

  Date:11/26/2024

  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.

  This complaint is against The Atlantic Preserve, ***************************************Upon receiving the keys to the unit on November 23, 2024, I immediately observed & reported several significant issues (all of which were documented with photographs & detailed videos, which I can provide) to Destiny, ***************** A formal, written notice was also sent. These are the issues found on my move-in date of 11/23/2024:The front door was unlocked when I arrived at the unit. I was later informed that maintenance had left it open while finishing repairs. This poses a SERIOUS security risk. My lease states AC should be on *********** was set to "ON," which is against lease terms, house smelled of stagnant *************** Exposed wires & unusable condition of dryer . Electrical outlets not flush with walls, leaving gaps that pose ******************** hazards. A visible hole in the roof with water ring. Cracks in the wall above the sliding glass door. Sliding glass door barely operable. Broken closet doors. Refrigerator leaking water & failing to cool while possessing a foul odor. ******* disposal emitting foul odors. Hair from previous tenant left in the shower, then painted over.A ***** found in the toilet. Loose downstairs toilet.Backyard in disarray with broken sprinkler heads, loose/ shattered wooden planks, & dug-up areas. Mud tracked inside by maintenance workers.FPL is under my name, & maintenance has left lights on in the home/ AC running while still vacant. Property has denied proration with reasons that do not excuse the home being uninhabitable/ unsafe upon move-in date, ESPECIALLY, that I have a toddler. I'm willing to accept a new, inhabitable unit with the same pricing or a refund of all fees due to the failures of the property. We are on day 4 of notice. I have provided texts of service requests, created by the property, due to all the issues that should've been resolved prior to move-in, further proving the unit was/ is uninhabitable & unsafe.

  

  Business Response

  Date: 12/19/2024

  ******* ***** and ********* ****** moved into 15_397 on Saturday, November 23rd and advised us of some concerns that they found in the home. Since this was over the weekend, the residents were informed that a representative from Maintenance would inspect the home on Monday and they would begin completing the items that they notated. On Monday, November 25th, Mr. ****** came into the Office to speak with ******* about his concerns and she informed him that Maintenance was already aware and that they would begin addressing the items after the Maintenance Supervisor returned from lunch. When the Maintenance Supervisor returned, he replaced the refrigerator and the dryer. While he was doing this, I accompanied him and inspected the home.
  
  During my inspection, there were no life safety issues found that deemed the residence uninhabitable. There were some items that were missed during the make ready process but nothing that was hazardous. Monday evening around 10:29pm, Mr. ****** sent an email serving as a Written Notice to make repairs. The following morning (Tuesday 11/26), I created a total of nine (9) work orders for the items he notated. It is important to note that two (2) of those were already completed on Monday (the changing for the refrigerator and dryer). All work orders were completed the same day and the apartment was re-inspected by myself and *******, the Leasing Consultant. At the time of our inspection, all requested repairs were made and we did not find any additional items that needed to be addressed.
  
  A follow-up email was sent to Mr. ****** on Wednesday 11/27 with pictures of all the completed work. Our Office did not receive a response from him. On Wednesday, December 4th, I called Mr. ****** to follow-up with him and over the phone he did state that he did inspect the home and did agree that all repairs had been completed. He did state that he saw a couple of other items. During the conversation, he was advised to submit any/all work orders online through the Resident Portal. To date, only one work order has been submitted which was on Tuesday, 12/17.
  
  Ultimately, Mr. ****** wants to reimbursed for the days that he chose not to occupy the home. I did inform him that he would not be receiving a reimbursement as the home was not uninhabitable and did not pose any life safety risks. All items were addressed promptly and in a timely manner. Mr. ****** proceeded to inform me that he will continue seeking action amongst other avenues until he gets the reimbursement.

  Customer Answer

  Date: 12/19/2024

   
  Complaint: 22608656
  
  I am rejecting this response because:

  The house was not inhabitable UPON MOVE-IN DATE. Per lease and Florida Statute the unit should have been ready ON move-in date, not 1, 2 ,3, or 4 days after. Lose outlets and exposed wiring of electrical appliances are fire and safety hazards rendering the unit uninhabitable. The refrigerator was also not functioning upon date of move in. Per the dating of the Service Requests supplied in original complaint, these issues were resolved days after "due to Management not being on site over the weekend." If the issues were resolved on the dates the manager states, why weren't the service requests created and closed immediately? They were opened at the beginning of the day then closed towards the end. These issues shouldn't have been issues in the first place as, again, the unit needed to be ready on move-in date. ****** reviews left by tenants can be reviewed and it can be confirmed, with similar evidence, that the property is a repeat offender in these regards. We are still looking for the refund of the $300+ for the days the home was not ready for move in. To add, there were some of the service requests that were not completed as electrical outlets, light switches and other fixtures are still loose/ exposed. Should something happen to my toddler due to the incapabilities of the management company, what would their response be? It may be extreme but it IS a possibility.

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

• Initial Complaint

  Date:10/16/2024

  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 am writing to file a formal complaint against ***************************** for an unauthorized account that appears under my name. This account was first reported on my credit file without my consent or knowledge, as detailed below:ATLCAPBKSELF_05/07/2022_D0000000013411*Despite multiple attempts to resolve this issue directly with Credit ********************** and through disputes filed with the credit reporting agencies, the account continues to negatively impact my credit score and financial well-being. I have neither entered into any agreement with ***************************** not authorized any third party to do so on my behalf. I request the BBB's assistance in mediating this matter to ensure the immediate removal of this unauthorized account from my credit records. This action is necessary to correct my credit history and prevent further harm to my financial reputation. Thank you for addressing this significant issue. I look forward to your prompt response and a resolution to this dispute

  

  Business Response

  Date: 10/18/2024

  We would like to assist you as best as possible, can you please provide the property name. 

• Initial Complaint

  Date:09/20/2024

  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 applied for an apartment a month ago in August 2024 at the Heritage Senior Residences and gave them the application fee of $19.40 in the form of a money order, per their instructions. They told me that an apartment would be available by 9/15/2024. After one week, I called to check on the status and got their voicemail; I left a message and never got a call back. I called again the following week and I left another message. Again, no one called me back. By the third week, I finally got a call back and was told that my application wasn't even processed yet or my money order cashed. I was then told that they don't even know if an apartment will be available!! So, they took my money knowing full well that an apartment wasn't even available! September 15, 2024 has come and gone and I have called 3 more times requesting my money back and no one has called me! I just want my $19.40 back!! Their business practices are unethical and unlawful, and customer service just terrible!!

  

  Business Response

  Date: 09/23/2024

  Good ***************************************** style="color: rgb(0, 0, 0); font-family: Aptos, Aptos_EmbeddedFont, Aptos_MSFontService, Calibri, Helvetica, sans-serif; font-size: 16px;">
  Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience and frustration caused by the delay and lack of communication regarding your application at the Heritage Senior Residences.
  
  We understand your concerns and want to assure that your application fee is ready for pick up at the Heritage Senior Residence. If you have any further questions or concerns, please don't hesitate to reach out.
  
  Again, we apologize for any inconvenience this has caused and appreciate your patience.

   

   

   

  Customer Answer

  Date: 09/23/2024

   
  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,
  
  ***** Eie-*******

• Initial Complaint

  Date:09/17/2024

  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.

  Palms of ************ refused to give me back my $500 deposit, and they only sent $96, after leaving the unit in the same condition it was given to me. As stated in the leases terms, upon leaving the apartment I emptied it and cleaned it thoroughly. No holes were made on the walls, and I even rented a special carpet cleaner from **********. I sent management the evidence (pictures and videos) of how I left the unit, and I only received a balance with the details of how the money was spent on cleaning it. I am requesting to be sent a check that reflects the actual state in which I left the unit. They charged $120 for apartment cleaning (even though the apartment was thoroughly cleaned), $144 (for carpet cleaning, even though this was also carefully cleaned with rented equipment), and $100 for partial painting when this was not required in the leases terms. Im requesting to be given a check for $460 covering those fees (carpet cleaning, overall cleaning and painting plus the $96 that they already sent).

  

  Business Response

  Date: 09/20/2024

  The complainant was provided with detailed information, including a checklist, regarding the proper steps to take with regards to the return of their apartment. The checklist includes a information on providing invoices or receipts to verify that the complainant had addressed any cleaning issues. Upon taking possession of the apartment following the complainant move out, the conditions of the apartment were digitally documented for future reference. A final account statement containing a detailed explanation of the charges against the security deposit was sent to the address of record. In review of the digital photos, it is clear that a partial paint was required to return the unit to market ready status. Additionally, the stove and refrigerator required cleaning, multiple items were left in kitchen drawers which required disposal, and the carpet required cleaning. The complainant provided no invoices or receipts to offset their claims. These issues were summarily addressed, and all expenses were offset by deductions from the complainant's security deposit.

  Customer Answer

  Date: 10/02/2024

   
  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,
  
  *** *****