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Business Profile

Real Estate Rentals

Pelican Residences LLC
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Pelican Residences LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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Pelican Residences LLC has 2 locations, listed below.

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    Customer Complaints Summary

    • 3 total complaints in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/19/2024

      Type:Sales and Advertising Issues
      Status:
      Answered
      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.
      Business was committed to provide a clean space for me and my family to stay in for a few days but in turn we were greeted with bed bugs, and roaches. My two year old was bitten up by bedbugs they stopped communicating with us when we asked for refund to stay in a new place and they just sent some one into the unit to clean not extermination just clean we did not want to stay but were basically forced because we couldnt get money back

      Business Response

      Date: 11/26/2024

      We do appreciate you reaching out to us. However, we we used a services of a professional bug company, and they found no traces of bedbugs in any of the rooms in the apartment. It might be possible that your son was triggered by some allergy.

      Thanks 

      Customer Answer

      Date: 12/09/2024



       Complaint: 22575300

      I am rejecting this response because: We sent photos of bed bugs and blood on mattresses. They apologized but didnt refund us anything. They also sent a cleaner with bug spray not a license professional 


      Regards,

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








    • Initial Complaint

      Date:02/15/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Scam. I got all the way here to ****** in ******* in *******... we flew from *****. I called to get in and they told me they canceled me due to a card decline and hung up. They blocked me because my calls stopped going through until I used a different number. They NEVER tried the card. There's no way it was declined and we got no notification. I asked her to run it again and she refused and wouldn't let us book. Really sketchy practices. I booked on hotels. Com and they said they were unable to reach them either. Thankfully my husband was able to get us a room at the Marriott and to no one's surprise... the charge was successful. Straight up liars left us in the cold for no reason

      Business Response

      Date: 03/05/2024

      Hello,

      Unfortunately, we got notified by our merchant vendor that there is some red flag about the credit card used by this guest.
      Sometimes this automated systems are not very accurate but we have no others way to rely or check the accuracy of this information. It could be quite possible that the system made an error and declaring the credit card as a red flag. We have no one on site to check the physical card so we have no option but to take safer route.

      We do apologize about this - sometimes we have no control on technology.

      Thanks

      Customer Answer

      Date: 03/20/2024

      [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

       Complaint: 21300559

      I am rejecting this response because:

      I flat out do not believe you.  If what you say is true,  why would nobody contact me? They contacted me for everything else.  Why would they not ask for another card? Why would they block my number and hang up? This was all before I cussed the girl out because she was telling me nonsense. 

      You have a system different from the rest of the country? the card has never been "flagged" before and not since. 

      Marriott accepted it easily.  So your system is either faulty or you and your staff are.  You don't just let a family fly across the country and wait until they get to your door to tell them they have nowhere to stay. 

      Where's the paper trail? Attach it if you actually got a note about the card.  That's simple to do.  Do that and i will eat crow.

      Either way,  this is beyond a card issue.  You mistreat people and that's all included in reviews from other customers. 

      regards,


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








      Business Response

      Date: 04/02/2024

      Dear BBB,

      Please refer to this complaint by *****************************. Also please read her latest response.

      By her own admission, she has stated that she was "cussing" our staff on a call.

      We take use of strong offensive abuses and cussing by guests very seriously. As a matter of fact, we do not wish to do business with any guest or customer who is rude and offensive to our staff. Such customers also are likely not behave in an appropriate manner with other guests at our luxury properties and likely to create an undesirable atmosphere.

      I hope you do understand the situation and our point of view.

      We would like BBB to remove this review since, I am sure, you can figure out who is in the wrong here.

      Thanks,

      *****

    • Initial Complaint

      Date:08/09/2023

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 July 12, Pelican Residences provided the wrong instructions on how to park on the property that resulted in our car getting a boot put on it on July 13. I reached out to Pelican Residences to fix the situation and they provided no help!!! Even when I texted them a picture of the parking instructions they had given us, they said they had nothing to do with it and continued to give us the wrong information. In all, we spent an hour attempting to check into the property, 3 hours trying to register our car for parking and another 2 hours to get the boot removed and find the correct company to register the car with the correct company.

      Business Response

      Date: 11/15/2023

      We do apologize for the inconvenience. However, the parking instructions that was sent was correct and clearly says to input the Zone number to find the parking location. Also, you have only informed us of the matter after your car got booted. Wish you had contacted upon check-in so we could have guided you with it.  I am sorry, but as a company policy, we cannot agree your request for compensation on incorrect complaints. 

      Business Response

      Date: 11/16/2023

      Date Sent: 11/15/2023 5:42:20 PM
      We do apologize for the inconvenience. However, the parking instructions that was sent was correct and clearly says to input the Zone number to find the parking location. Also, you have only informed us of the matter after your car got booted. Wish you had contacted upon check-in so we could have guided you with it.  I am sorry, but as a company policy, we cannot agree your request for compensation on incorrect complaints. 

    Pelican Residences LLC is BBB Accredited.

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