Complaints

This profile includes complaints for Pegasus Residential, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Pegasus Residential, LLC has 8 locations, listed below.

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  Pegasus Residential, LLC

  1750 Founders Pkwy STE 180 Alpharetta, GA 30009-7603

• 

  Pegasus Residential, LLC

  7200 Peachtree Dunwoody Rd Atlanta, GA 30328-1619

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  Nova at Biltmore Park

  300 Long Shoals Rd Arden, NC 28704

• 

  Ascent Apartment Homes

  99 Ascension Dr Asheville, NC 28806

• 

  Pegasus Residential, LLC

  19401 Tomball Pkwy Houston, TX 77070-3029

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:08/15/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a resident at the 2010 *******************************. Our ** has not been working for the last 3 out of 4 weeks. We first put management on notice regarding the broken ** during the week of July 12th. We have submitted several maintenance requests, emailed with our building manager, called and left several messages with Pegasus Residential headquarters, and taken multiple hours off of work to stay home for the ** techs to come fix the issue. Pegasus Residential never responded to us, and no one has fixed our **. It is well beyond the 14 days to cure timeline in the ******************. I am giving one last effort to reach a resolution - fix our ** and provide a rent reduction for the 3 weeks of no ** or please call us back so we can discuss whether we have a valid lease. I dont understand why a portable unit hasnt been placed in our apartment or why no one at this company can return a phone call. It is august in ********* - its extremely hot and dangerous to live without **.

  Business Response

  Date: 08/16/2022

  Hello Kimia,
  
  I first want to express our apologies in your problem not being resolved the first and then second time the warranty technician came out to service the A/C in your home. We have now involved a Senior Project Manager within our warranty company to hopefully get this matter resolved as quickly as possible. We have installed a portable A/C unit in your home as of this morning. I apologize that this could not be accomplished sooner. We hope this matter can be resolved as quickly as possible so you will not have any more issues with your HVAC system. We have also already applied a two week credit to your account. If you have any further questions please dont hesitate to reach out to me directly *****************************************

• Initial Complaint

  Date:08/13/2022

  Type:Order 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 communicated with the property manager we were not going to renew our annual lease and that we were building a new home. I let them know 90 days before the end of our lease (contract states 60 day notice) i emailed them in March, our lease was over in June. 2 months after I had spoken to the property manger about moving, I went to check on the process & see if there was anything else we needed to do. The property manager said we didnt give her a clear notice.. after we had written her an email notice of us building a new home & moving. She said it wasnt communicated clear enough. If it wasnt clear enough, maybe ask us questions? We had to pay double the rent because she started our 60 day notice late. We took the loss, although it was completely uncalled for. Once it was time to move, I again, took the initiative to walk to her office and ask if I needed to hire a professional cleaner to clean our place when we moved out. She said, oh no thats not necessary, we hire professionals. So - we didnt! We had normal left over duties (vacuuming floor, cleaning sink, cleaning tub) and now they want to charge us $250 because we didnt clean to their standards. The property manager never explained to us what their standards were. She told me they had professionals coming to clean. I did my part to ask questions and try to get information to the property manager. She didnt do her part to clearly communicate expectations or ask questions that ******* helped us understand what it was they needed that WASNT outlined in the contract. Were furious and feel taken advantage of. If we wouldve been clearly communicated to, we would have happily done what they needed us to do. Again, we will take the loss on the 60 day notice, but I refuse to pay the cleaning fee when I was told I didnt need to have it cleaned before their professionals came in.

• Initial Complaint

  Date:07/27/2022

  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.

  To the BBB of ** and GA. Im not positive as to whom the case should be handled under since the parent name of ******************* is Pegasus Residential with a GA address. While ******************* is located in ************ so since my initial correspondence lead me to the BBB of GA, since the system was unable to locate SMP, I am sending to both in hopes that this situation can be resolved. I was unable to include the following information, but also deem it pertinent to my case. All of my dealings have been with ********************************* who had asked me personally to reach out to OurFL to see how they wanted to handle the disbursement of my rental assistance funds in my account since she had no authority or ownership of funds i applied for and received legally. I dreaded the call since Im always on hold for 1:30-2 hours and that was the case again as usual. The rep I spoke with informed me that they were mine to use for rent moving forward since I was approved and they were paid out, she put me on hold for another 20 minutes to double check with her manager and informed me that ******************* could write me a check or my new landlord. I informed ******* this and thinking that this issue was over. I had even given ******* my new mailing address and even proposed to her that if she wanted, I could give her the name and number of my new landlord and an address to where she could send it to use the funds until exhausted for rent. Much to my surprise and dismay she never asked for and I have no idea as to why this has become such an issue with them, just send the money that was earmarked for rental assistance, keep in mind I was 2 months in the whole b4 receiving and should have had 2 months of assistance handed back to me immediately.

  Business Response

  Date: 08/02/2022

  Response to BBB complaint ID ********; ******************* by *****************************
  The complainant is a previous resident of ******************* ******************** or the Property).  Due to hardships, he was worried that he was not going to be able to afford his rental payment.  We recommended that he apply for rental assistance and referred him to the OurFlorida rental assistance *******.  He applied for a ***** from the OurFlorida rental assistance ******* and was subsequently approved.  Please refer to the timeline below for a point of reference:

  
  2/7/2022 The complainant applied for the OurFlorida rental assistance ***** ******* to assist with his rent payments at *******************.
  3/3/2022 The complainant stopped paying rent to ******************* as of 3/3/2022. 
  3/20/2022 The complainant submitted his Notice to Vacate effective 5/20/2022.
  3/22/2022 Two rental assistance payments from OurFlorida, payable to ******************* for rent were received
  4/18/2022 One rental assistance payment from OurFlorida, payable to ******************* was received.
  5/6/2022 One rental assistance payment from OurFlorida, payable to ******************* was received.
  5/20/2022 The complainant moved out of *******************.
  5/28/2022 Email correspondence was received from the complainant requesting a status update regarding his refund
  6/1/2022 ******************* consulted legal counsel regarding the disbursement of the credit on the complainants ledger due to the over-payment from OurFlorida.  This began the process of our legal counsel obtaining the proper steps for the allocation of the additional funds.
  6/4/2022 Email correspondence was sent to the complainant advising that the refund process of funds from OurFlorida was under the review and that we would provide additional information as we receive it.
  6/14/2022 ******************* was advised by legal counsel to return all funds to OurFlorida and to recommend that the previous resident (complainant) contact OurFlorida to request any additional clarification.
  6/16/2022 Email correspondence was sent to the complainant with the update that all funds were being refunded to OurFlorida, minus the $200 security deposit that would be returned to the complainant at the address we have on file.
  6/17/2022 Email correspondence was received by the complainant stating his displeasure with the money not being returned to him and that he would be seeking restitution of the funds.
  6/23/2022 A refund check in the amount of $200 was mailed to the complainant.
  6/23/2022 A refund check in the amount of $6043.09 was mailed to OurFlorida for the rental assistance ***** overages paid to ******************* for the complainant. 

  
  The OurFlorida ******* was put in place to assist tenants in ******* when their rent is in arrears and not for the payment of future rent when the tenant is no longer residing at the Property. The complainant alleges that the remaining unused amounts paid by OurFlorida directly to the Property are due and owing to the tenant despite the fact that the tenant no longer resides at the Property and no longer has a valid lease. The Property is not authorized to accept and allocate unused OurFlorida funds to a tenant that no longer lives at the Property. The Property did not keep the unused money, and in fact,timely returned the unused funds back to OurFlorida with advanced notice to the Tenant as to the Propertys intention to return the unused funds. If the Tenant is entitled to the remaining funds that were not used at this Property, the Tenant has the burden to contact OurFlorida to request the additional funds to be used for rent at another property. The Tenant also states in his complaint that his desired settlement is to receive the unused funds from the Property or have the funds be sent to his current landlord. None of these options are possible because the Property is not legally entitled to the additional funds and does not have the ability to make decisions for money it is not legally entitled to. As stated above, the unused OurFlorida funds have already been sent back to OurFlorida at the advice and direction of our legal counsel.  For all of the reasons stated above, neither *******************, nor Pegasus Residential, LLC. owe the complainant for unused OurFlorida funds that were rightfully returned to OurFlorida and the Property denies any wrongdoing outlined in the BBB Complaint filed by the tenant.
  
  If you have any additional questions, please feel free to contact me or our legal counsel, *************************** of ************************* at any time.

  Thanks,

  
  *******************************
  Regional Manager
  Pegasus Residential
  *******************
  ************

  Customer Answer

  Date: 08/03/2022

   
  Complaint: 17632707
  
  I am rejecting this response because: I did in fact reach out to OurFl for rental assistance, I was awarded and received the rental assistance that I applied for directly. The amount that I was awarded to assist in my rental payments was not Pegasus Residentials funds to dictate how to handle in my behalf. I certainly did not agree or allow you to decide in your own mind you, to send those funds back when I was already awarded them? Tell me how that makes sense? I tried, upon deaf ears it seems, to have you disperse the fund already awarded to me mind you, if not to me directly then to the party that I am currently leasing under. That was also disregarded and were the funds that I applied for and approved to have and in my account with Pegasus, awarded to help ME pay rent? I only beg and borrowed to not be behind because I was told that if I did I would he evicted and even received eviction notices while I was waiting on a decision one way or the other. Is it my fault that the decided to only send a few checks with large amounts covering longer time lengths, no it is not and now you are telling me to go back through the entire process that I have already been through with them to try and regain access of the funds that they already awarded me?!? What in gods name are you thinking? What I realize now is that you could have cared less. As soon as you found out that I would not be extending my lease you decided well lets send his rental assistance money back since we wont be getting it anymore. Would it not have made more sense to send it to my current ****** since it was money that I applied for and was rightfully given for rental assistance which I still stand by. It was not your money to decide what to do with since it was tied to my application and my name. I seek restitution of the amount of funds that were in my account to use for rental assistance moving forward. I do not agree with your response and will continue on since this is unsatisfactory. If need be I will also seek out other means and certainly have public forums where I can voice my displeasure regarding the ethics of your business practices.

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

  Business Response

  Date: 08/12/2022

  Mr. Kerkerings response does not address any additional facts that were not addressed in our initial response and therefore does not require a response because everything has already been addressed. However,attached are redacted checks which establishes that the checks were made to the property and not to Mr. ********* As stated previously, the property was not at liberty to direct unused Our ******* funds to another party as the property was not entitled to rents when the tenant no longer resided at the property.

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

• Initial Complaint

  Date:07/26/2022

  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.

  In April, I completed documentation to move into their *************** apartments. By the way, the apartments staff was amazing! Due to finding another apartment that was the correct size for my family, I closed my account. At the time, $299 was Nonrefundable. However, I also paid $200 that was refundable. I received several emails confirming this, but I have not received this refund as of yet, 7/25/2022.