Business Profile

Apartments

Atlantic & Pacific Companies

Headquarters

Complaints

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

Customer Complaints Summary

57 total complaints in the last 3 years.
16 complaints 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.

Initial Complaint
Date:03/05/2024
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I rented with the ****** Place apartments, a rental property owed by Atlantic & Pacific Companies. Rental agreement was paid in full and always paid on time. Yet the property claimed I owed debt, when ask for a letter for validity or receipts for "damages" they did not send one via written communication to forwarding address or email.
Business Response
Date: 03/22/2024
Thank you for your response regarding final charges to your account. I'm very sorry to hear that you do not agree with the fees you were charged and did not receive the final statement attached . Please feel free to contact me if you have further questions after your reviewing documents at ************. We do our best to take everything into consideration when completing a move-out inspection. In general the rule of thumb for us is that, aside from normal wear and tear, the apartment home to be left in the condition in which it was upon move-in. Resident satisfaction is of the utmost importance to us, and that includes move-out experience as well. Thank you again for your feedback as a former resident and we wish you the best in your new home.

*************************** | PROPERTY MANAGER
******************
************************************************************
************ | ***************************************
Initial Complaint
Date:01/30/2024
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.
Since moving into this apartment, my motorcycle has been stolen and my car has been towed. No resolution with the motorcycle which was stolen on Aug 2nd. i asked if they could send out an email about the theft and was told that they could not do that. They said they could not send emails for thefts. But, I've notice they send emails on every other insignificant thing like visitors parking and freezing pipes 3 times a day. Now I'm in a new apartment in there complex and my rent went up by $500 plus. This morning on 30 Jan my car was towed and I was told that my car is not registered with the apartment complex. I was told I would have to pay to release my car. I have lived in this complex for over a year with no issues till Aug.
Business Response
Date: 02/02/2024
Hi ****************,

Thank you for sharing your feedback with us, and I'm very sorry to hear that we have not lived up to your expectations of us. We work hard to provide our residents with the best living experience possible and I regret that we missed the **** for you.

I would like to apologize for the events that happened during your stay with us

To address your concern regarding your most recent request,Ive updated the information of your new license plates. (Originally you registered your vehicle with a different license plate number).
I spoke with the towing company the same day you visited our leasing office and requested that your vehicle be released without any additional cost to you.

I'm grateful that you chose to live at ********************** and hope that we can leave you with a better impression of ** in the future.

*********************** | PROPERTY MANAGER
***********************
********************************************************************************************
************ | **************************************
Initial Complaint
Date:01/17/2024
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.
We lived at Atlantic Palms at Tradition for one year. During that time, we encountered many health and safety issues. These included: unclean apartment upon move in, no AC for approximately 1 month during a chemical fire close by, marijuana smoke entering our air vents from neighboring apartments, rat feces, mold and garbage spills that were not cleaned or addressed for almost the entirely of the lease, independent contractor who came to work alone informed us that he was recently released from prison, and more. I have proof of this in form of pictures, videos and emails.We addressed these issues, many of them numerous times with the management staff, and were not able to get resolution on very much. We decided that we would not be renewing our lease for these reasons. Prior to move out, we submitted the proper notification of move out. We then were told that residents are responsible for paying for a professional cleaning service prior to move out. We had never been asked to do this at any other apartment weve ever lived in, but we hired the cleaning company recommended for $200 and then submitted the receipt to the office just prior to move out.I have pictures of the apartment on move out day showing it was left even better than it was received.After move out, the community not only kept our security deposit of $400 but also added additional charges for painting and tile grout cleaning and sent us to collections. In reading other resident reviews, it seems this is a common occurrence with this company. It feels like either retaliation against a resident that brought issues to them or some sort of predatory business practice. I would like to avoid making this a bigger issue and simply want them to cancel these extra charges for cleaning and to remove me from the collection company.
Business Response
Date: 02/01/2024
Our records show that the complainant was a resident between March 11, 2022 and June 10, 2023. In that time, we addressed all concerns brought to management by the complainant.

Once the complainant surrendered possession of the apartment, all damages were documented digitally for the record. Pursuant to Section ***** (3) of Florida Statutes, a final account statement was provided to the complainant by certified ** *********** mail within the legally mandated time to notify a tenant of our intent to pose a claim on a security deposit. To date, the complainant has made no attempt to notify management or dispute any charges as required by ******* statute.

The Atlantic Palms at Tradition considers all charges valid.

*****************************;| REGIONAL MANAGER
************ | ***********************************
Customer Answer
Date: 02/02/2024

Complaint: 21159699

I am rejecting this response because:
This appears to be reflective of an unethical business practice that this company is systemically engaged in.
I am not the only one with the same complaint.
******* Statute ***** states that landlords cannot charge for routine wear and tear or painting done for tenant turnover. It also states that money cannot be withheld except for instances of tenant negligence.
The charges I have been issued are $264 for painting, $264 for grout cleaning and $18 for damages to drip pan on stove.
We were there for 15 months, never painted the walls or did as much as hang 1 item on the walls. We payed $200 for a deep cleaning service performed by the company Atlantic Palms recommended to clean the place, were in contact with office staff during move out process, followed all protocols and even sent full video of the apartment prior to move out. The apartment was cleaner when we left then when we got there.
When we first moved into the apartment, the cleaning company actually had to come clean as we were moving in because the apartment was still dirty and the maintenance staff had to come to paint/touch up after we already moved in because that hadnt been done either.
So whats going on here? Was the previous tenant also billed for cleaning and painting that wasnt even performed?
I am asking for these excess charges be removed with the collections company they have been sent to.
I am attempting to bring this issue to attention here before seeking legal counsel. This type of behavior is not right and shouldnt be allowed to continue in the future.
Attached is the receipt for the $200 professional deep cleaning performed.
Sincerely,

*************************
Business Response
Date: 02/06/2024
After review, the charges to the complainants final account statement are accurate and valid.
Sincerely,
*****************************;| REGIONAL MANAGER
************ | *********************************** | Disclaimer
Initial Complaint
Date:01/03/2024
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.
since I have moved into my apartment at the Atlantic Aerotropolis in 2023 of September I haven't had any A/C nor Heat i had to called the front office the first night because of my A/C a man came and said this will be a small temporary fix that it needed to get fix for the winter so they have known about my heat problem so on Nov. 16 i let them know that my newborn was coming home from the hospital and that i need my heat fix a man came in and said I can't fix this and brought back this tiny space heater that only work for one day. We have been the whole holiday freezing no heat and no care from the from office all they say is part on back order at this time i don't care about to part all i care about is my newborn getting sick because at this point and HVAC company should had been called out to fix this so at this point i will take legal action from here because i bet their holiday was warm. Since all of this we have to stay in hotels and at family members houses just to keep warm at night because it had been below freezing.
Business Response
Date: 01/12/2024
Thank you for reaching out ****************. Our on-site team and Regional Manager have been in touch with you regarding your heat. We apologize for the inconvenience and delay due to the parts being on back-order from the manufacturer. The emergency heat was operational during this timeframe, space heaters was also provided. Both the Manager and Maintenance Supervisor visited your apartment on several occasions when you or your wife were at home, not in a hotel. As discussed in our emails, once your account is brought current, we can discuss this matter further. Thank you.

***************************, CAPS | REGIONAL MANAGER
************ | ********************************* | Disclaimer
Initial Complaint
Date:12/31/2023
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.
To Whom It May **************** Formal Complaint Against Atlantic & Pacific Companies Date: 12/30/2023 From: *************************** Address: ****************************************************************** APT **** BBB ******************** I am writing to file a formal complaint against Atlantic & Pacific Companies for their failure to return my apartment deposit and lack of appropriate response to my inquiries regarding the same.I, ***************************, previously resided at *********** apartment ***************************************, and vacated the premises as per the agreed terms. As per the rental agreement, I was due to receive my deposit back post the lease termination. However, it has been over seven months now, verging on eight, without any sign of the said deposit.In my efforts to resolve this matter, I contacted *****************************, the Regional Manager at Atlantic & Pacific Companies. According to the correspondence I received from **************, the ********************* had reissued a check, which they claim was cashed. However, I must stress that I have never received this check.It is deeply concerning and frustrating that my attempts to resolve this matter with Atlantic & Pacific Companies have been unsuccessful. Complicating the situation further, I discovered that the supposedly reissued check was cashed without my knowledge. It appears that the check was stolen and deposited by an unauthorized party, raising serious concerns about the company's handling and security of the check. This issue, along with poor communication from the company, has significantly increased my distress.I kindly request the BBB's assistance in this matter to ensure a fair and prompt resolution. I believe that a thorough investigation into this issue will reveal the discrepancies in Atlantic & Pacific Companies' claims and their handling of tenant deposits.Thank you for your attention to this matter. I look forward to a swift and favorable resolution.*********,*************************** ************ ***********************
Business Response
Date: 01/02/2024
****************,

We thank you for your inquiry. Your refund check was sent out from our accounting office on 8/8/23 and was cashed on 9/6/23. The check was signed and cashed with your signature. Unfortunately, we cannot issue another check if you are stating that is not your signature. As previously stated, you can send in a notarized statement of your claim. We can then open a claim with the bank with your claim of someone forging your name. Please note this may take quite some time. We have had his happen with a vendor in the past and it took approximately 7 months. Again, we apologize for any inconvenience you have experienced.

*****************************;| REGIONAL MANAGER
************ | ******************************* | Disclaimer
Customer Answer
Date: 01/11/2024
Item 1: "As previously stated, you can send in a notarized statement of your claim."
Item 2 : *****************************; *******************************

I wanted to ask some clarifying questions about Item 1; Will you accept a copy of a notarized document and if so can it be emailed to the email listed in Item 2? If not, what is the appropriate way to send in the document and where should it be sent to?
Customer Answer
Date: 01/12/2024

Complaint: 21077560

Item 1: "As previously stated, you can send in a notarized statement of your claim."
Item 2 : *****************************; *******************************

I wanted to ask some clarifying questions about Item 1; Will you accept a copy of a notarized document and if so can it be emailed to the email listed in Item 2? If not, what is the appropriate way to send in the document and where should it be sent to?

Sincerely,

***************************
Business Response
Date: 01/12/2024
****************, Thank you for inquiry. You can email your notarized statement to cmajka@apcommunities and I will forward it to our ********************* for them to start the claim. Be advised, once the claim is opened, it may take several months for a resolution from the bank. I will keep you updated as I am given information. Look forward to hearing from you soon. Thank you again.

*****************************;| REGIONAL MANAGER
************ | ******************************* | Disclaimer
Customer Answer
Date: 01/19/2024

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:12/17/2023
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 am in need of assistance regarding a deposit I have been waiting on for the last 6 months from the property at ********************** in ******* **, Unit #**** for the amount of $400. I had previously been working with the property Manager ***********************, who had originally had it sent out in October after waiting for months after my move out date which was June 31 2023. Somehow I am assuming it was lost in the mail so on the 19th of November she stated they had fixed what ever the issue was and was getting it reissued and going to have it sent to the property and I could pick it up. I visited the property last Friday and learned *********************** is no longer with the company and the women in the office have no clue to where the check is. I have been extremely patient and been putting off legal action. In addition to that I am waiting on a return of a holding deposit from the new property of *********************** for the amount of $150. After them sending in a housing packet for a building that was not completed and nowhere close to being ready to be inspected. Unit number was suppose to be #****. I applied in May 2023. I emailed the manager Nov 3, 2023 asking to have my deposit returned since I have still not been placed. Its been over 30 days and I still havent received it after giving her my forwarding address.This company has a total of $550.00 in deposits and I have reached out to managers, the regional manager and corporate and still no resolution
Business Response
Date: 12/28/2023
**************

You contacted management on 12.18.23 stating that you had not received your Sec Dep refund. Management confirmed that the refund check in the amount of $400 was issued and mailed to you on 11.16.23.

Stating that you had not received the check , both parties agreed to stop payment and re-issue the check and mail to ***********************************************************************. This check was reissued and mailed on 12.16.23.

Regarding your deposit at **********, this has been processed and you should expect to receive the refund of $150 within the next 5 business days.

**********************;| DIRECTOR OF REGIONAL OPERATIONS
************ | ********************************** | Disclaimer
Customer Answer
Date: 01/02/2024

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.

i have now received the $400 deposit. Just awaiting the remaining $150. Thank you for your help

Sincerely,

*********************
Initial Complaint
Date:12/03/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have leased an apt at St ******* at ****** for 4 years. Although my lease expired in Aug 2023, I needed to leave earlier due to health reasons. I notified the office in March that I would be leaving at the end of May. I requested a walk-through, and was told to leave the apt in good condition and I will receive a settlement letter. The apt was professionally cleaned. (I have the pictures) I vacated on 28th May and on June 18, paid $3,628.18 to include the early termination fee & final utility invoices. This check was CASHED by St ******* on June 23rd. Several months later, I received a letter from their collection agency stating that I owed approx $244 to re-paint the apt. This is ridiculous, because the walls were not dirty, just usual wear and tear. The collection agency offered to reduce the amount to $160 if I agreed to pay it, but I refused because the walls were not dirty - therefore, this $244 fee is not my obligation. The collection agency has reported this amount to the credit bureau and it is now impacting my credit rating. I do not owe this money
Business Response
Date: 12/28/2023
To whom it may concern,

Re: ************************************************# ********

In response to the above-mentioned previous resident. ******************* lived at St ******* at ****** from 2/17/2021 5/29/2023. In her final account statement, we charged back only partial charges due to the length of tenancy and a termination fee due to her lase breaking all was detailed in her final account statement attached. She made a partial payment on 7/12/2023. Which left ******************* with a balance of $221.50. We tried contacting her but unfortunately there was no response, and we had no choice but to send the balance to collections on 10/12/2023. ****************** contacted us and we referred her to the collection agency and asked the agent to give her a discount to close the account. On 12/26/2023 ******************* made a payment in full to the collection agency accepting responsibility.

Thank you for bringing this matter to our attention. We are sorry for any inconvenience that you have experienced. If you have any further questions or concerns, please do not hesitate to contact us.

Sincerely,

***************************
Property Manager
St ******* at ******
************************************
******, ** 33326
*************
Initial Complaint
Date:11/30/2023
Type:Sales and Advertising 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 October 10, 2023. There were numerous emails being sent from a Leasing agent ************ the day of October 11, 2023. I tried to schedule a mutual time for ********** to talk on the phone because the emails werent getting us as far as I would have liked to been. She said that since I had missed her previous calls her manager told her to cancel my application. I had already paid App Fee along with Reservation Fee. I was under the impression I would receive my Reservation Fee within the timeframe thats mentioned in their contract you sign which is 30 days when applying. When a whole month went by & it was now November 11,2023, I began calling & emailing about my refund. ****** ignored my email inquiring about my refund. So I called 3 times since then inquiring about my refund. Today the assistant manager ***** told me I wouldnt get my refund (although its stated in their contract I should/would) & they cancelled my application
Business Response
Date: 01/02/2024
Hello ********,

I am sorry you had such a bad experience. I have had the opportunity to review your file and account activity. I found that your application was canceled due to no response. Per the application agreement signed all information must be furnished within 48 hours or the application will be canceled. At this time, I would be more than happy to refund the Reservation fee you paid in the amount of $150. The application fee as stated is no refundable. I have submitted the request to have the check mailed to ******************************************************************** which is the address listed on the application. Please allow 14 day to receive payment.

Thank you for bringing this issue to our attention.

LAKE ****** | REGIONAL MANAGER
******* Corporate Office
********************************************************************************
************ | ********************************
Customer Answer
Date: 01/02/2024

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.
I just wanted to include this email per my correspondence with ****** it was well within 48 hours of me applying. Lastly I would appreciate the refund for reservation fee and I have nothing else to say regarding this. Thank you so much Lake.
Sincerely,

*********************************
Initial Complaint
Date:11/24/2023
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.
On Nov. 14th the Assistant Manager from *********************** located at *********************************************************** contacted me via email to make me aware that the move out process has been completed and that the final account statement is attached. After being made aware of 3 charges that resulted in the deduction of our security deposit I immediately contacted AM via email to inquire about and dispute the 3 unwarranted charges: (1)Carpet cleaning $119.02 (2)Oven door reinstall $40 (3)Kitchen cabinet door $20. AM responded to my request and stated that the charges for the oven door and the kitchen cabinet door can be removed but that the charge for the carpet cleaning will remain. Her reasoning in justifying the charge for a carpet cleaning fee is that there is always a charge for carpet cleaning and that there were furniture marks that needed to be removed. AM attached photos of the carpet that were dated Nov.10th, 10:57am. I responded which attached photos I took after I cleaned and vacuumed carpet in all rooms before surrendering the unit on Nov.8th. In dated and timed photos you can see discrepancies. My photos show a clean and vacuumed carpet with visible vacuum lines and all window blinds down and no paper left on the floor, taken on Nov.8th, 5:36pm. It appears that the photos taken by property staff were taken after either maintenance and/or management has walked severely through the unit and may have already started working on the unit since the condition was altered. Normal wear and tear is not chargeable or retainable against a security deposit. Furniture marks are unavoidable assuming you own furniture. We are seeking the removal of all unwarranted charges and the remainder of our Security deposit in the amount of $179.02. Attached are photos, move-out cleaning instruction sheet provided to us by former property manager that further prove our dispute. There is no mentioning of any carpet cleaning fee, carpet was cleaned and vacuumed as requested.
Business Response
Date: 01/08/2024
To *****************************:
Thank you for your email. I am sorry to hear that you had a less that happy experience moving out of ***********************. As per my in-person conversation with ************* on Saturday November 25, 2023, I explained showing him the photographs that the charges were warranted however I did recognize the attempt to leave the apartment as clean as you could so that I would waive the additional fees and we would get your refund sent back to you. I was happy to see that ****** made the request to our support department upon her return (email attached) on Thursday November 30, 2023, as promised. We do have a process and as soon as the support ticket was complete Monday December 4, 2023, and all of the fees were reversed, it then went to accounting where they cut check number **** on Thursday December 7, 2023. I also see that that was the day ****** emailed to notify you of the payment and that you would receive payment within 30 days.

As of the receipt of this letter it has been 27 days since check was cut if you have not received payment, please let us know and I will have another check cut for the outstanding amount.

Thank you,

LAKE ****** | REGIONAL MANAGER
******* Corporate Office
********************************************************************************
************ | ********************************
Initial Complaint
Date:11/13/2023
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 was a residence of Vista Pointe ******** Pine and prior to moving in we paid a deposit. We moved out on September 7, 2023. We have yet to receive our deposit in the mail or an itemized receipt for any reason as to why they would be keeping it. I have given them ***** days and more to send it but, this business has not sent it yet. I have emailed and emailed every day trying to find a resolution. However, they still have not resolved it. We are now reaching almost 70 days since we moved out.
Business Response
Date: 11/14/2023
Hi ****************-
We would like to apologize for any inconvenience you have experienced. Please note, there was a computer glitch in the system with the transfer of your refund in Accounting. This issue has now been resolved and your refund will be expedited, mailed 2-day mail to the forwarding address you gave at move out. We thank you for being a loyal resident at Vista Pointe and hope we can be of assistance in the future. Should you have any questions please feel free to reach out to Management at *********************************.
Again, thank you for your time,
-Management

Customer Answer
Date: 11/16/2023

Complaint: 20863975

I am rejecting this response because:

Sincerely,

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

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