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

  1750 Founders Pkwy STE 180 Alpharetta, GA 30009-7603

• 

  Dwell at Carmel

  4012 Quail Forest Dr Charlotte, NC 28226

• 

  Pegasus Residential, LLC

  19401 Tomball Pkwy Houston, TX 77070

• 

  Pegasus Residential, LLC

  7200 Peachtree Dunwoody Rd Atlanta, GA 30328-1619

• 

  Nova at Biltmore Park

  300 Long Shoals Rd Arden, NC 28704

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

• Initial Complaint

  Date:04/20/2025

  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.

  Black mold, water leakage, and silver fish in the furnish area. A drainage tray underneath the furnish to catch water. Still in need of weather strip spiders and other insects are crawling underneath the door. A large black spider was killed on 04/15. Due to the black mold blowing from the furnish into other areas of the unit it could cause mold spores to blow from the unit and down into my 1 year lungs as she inhales the air. I have spoken with her pediatrician were she advised she does have some signs of clogged lungs. They are going to test her further as well as myself to ensure there isnt any further complications. On 04/11 scheduled a payment of $1,778.00 to be removed from my mother's account for April's rent. However, $3,380.60 was taken from her account. This is causing her destress because her bills are affected due to the system pulling more funds from the account than it was intended. She's filing a dispute with her bank as well as taking additional actions on my behalf because of this. I could be facing legal charges for this that I had no control over. I scheduled what was suppose to be taken out of the account but more funds were taken. I have a video of furnish and underneath the front door.There is mold and debris within the dishwasher l've asked for that to be fixed before move in on 02/14. I am asking that I retrieve my funds that l've placed within this apartment back as well as the extra payment that was taken for the month of May. This could cause serious health issues to not along myself who have a pulmonary disease but as well as my daughter. This place isnt livable condition for her or myself. Video and photos are too large to attach.

  Business Response

  Date: 04/30/2025

  The team has completed a thorough review of all work orders for the home and confirmed that all reported issues have been resolved. The residents comfort and satisfaction are very important, and care was taken to make sure everything was addressed promptly.
  The following work orders have been received: dishwasher issue, patio door, disposal, weather stripping on the exterior door, faucet,another exterior door concern, interior lighting, and a second note about the dishwasher. Each item has been reviewed to ensure it was completed in a timely and effective manner.
  Regarding the *** concern, there were no open work orders related to it. However, to be extra thorough, a full inspection was conducted,and no signs of *** were found.
  In terms of the refund, the resident had made an additional payment by mistake. It was communicated that the refund would be processed once the funds cleared, and we're happy to confirm it was successfully issued on 4/23/25.
  An extra inspection was also completed to double-check that all maintenance items were fully addressed.
  We want to continue striving to ensure every resident not only feels heard and supportedbut truly enjoys and loves their home.

• Initial Complaint

  Date:04/10/2025

  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.

  Im filing this complaint because the leasing office at The Station at *********, managed by Pegasus Residential, shared my personal email address and a private email I sent to them with a resident of the property all without my consent. I am not a resident, and I never gave permission for my personal information or communications to be disclosed to anyone.This breach resulted in unwanted and inappropriate contact from the resident. Even worse, the email I had sent to the leasing office which contained my full name and contact details was photographed and publicly posted online. This felt like a complete violation of my privacy, and it made me feel deeply unsafe and exposed.I had reached out to the leasing office in good faith, trusting that they would act with professionalism and discretion. Instead, my private communication was handed over and used in a way that left me vulnerable and disrespected. They knowingly allowed a resident to take a picture of my email, which was then used against me.When I raised valid concerns about this disturbing incident, their legal representative responded by claiming that my allegations were baseless and without factual or legal support. Instead of offering an apology or investigating the matter, the lawyer sent me a cease and desist letter. The tone of the letter was cold, dismissive, and intimidating, essentially threatening me for attempting to hold them accountable for their actions. It felt like an attempt to silence me instead of acknowledging the harm they ********* requesting that Pegasus Residential take responsibility for this breach, issue a formal acknowledgment, and implement clear privacy safeguards so that no one else has to experience this kind of mistreatment and retaliation in the future.

• Initial Complaint

  Date:03/05/2025

  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.

  I applied for an apartment, at ******** at ********, on November 21, 2024. My application was denied on November 27th, 2024, due to unverifiable tenant history. I was then told that a reservation fee refund check, in the amount of $250 will be refunded to me within 45 days. It is now March 5th, 2025. I have yet to receive my check and a response from any of the staff is also hard to receive. I did call on January 25th and a leasing agent told me my check was cut on January 5th. The corporate office is local. So when I didn't receive my check a few days into February, I attempted to call again. No one picks up the phone. I emailed the communications team on February 25th, having to threaten filing a police report. I then received a response asking which property did I apply to. I responded immediately and followed up a week later. There has been zero response. This company is apparently stealing applicant and tenant's deposits/fees, giving out false information about wait times in hopes that people will not follow up with them. $250 is not some small amount of money and I'm demanding a refund asap!

  Business Response

  Date: 03/13/2025

  Evening, 

   I am working with our accounting department to get this refunded processed as soon as possible. 

• Initial Complaint

  Date:03/04/2025

  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.

  I resided at ***************************************************** from Dec 1 st 2023 to Dec1 st 2024. I gave a *********************************************** manager on the rt hand side of the office. I asked her if we need a walk thru when I turned my key in mid November. Rent was paid and I have n we been late. I also explained to the office that repairs when I move in were never corrected. I asked for a letter she stated I was good. I moved everything out. I received and email regarding pets in Dec. I explained to the office O no longer live there. The office told me the would remove me. I know get a bill stating I owe over 3000 dollars to the community from a collection agency. I am disgruntled because I paid on time gave notice and no resolve. The manager and other manager are never in the office. Please lets talk or email me with information related to this bill. I would rather an email or legitimate number where I can talk to someone to show my proof of what transpired.

  Business Response

  Date: 03/07/2025

  We have reached out to the resident regarding this concern and appreciate her feedback. After reviewing her account, we identified a solution to bring her balance to zero. We were successful in resolving the issue, ensuring the residents satisfaction, and reinforcing our commitment to providing excellent service.
  

• Initial Complaint

  Date:03/03/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed a lease October 25, 2024. I had to show proof of renter's insurance to sign the lease. A few days later I saw I was charged renter's insurance for October and November that was taken from a credit I had on my account. This was done also for the months of December and January. I have called and sent a letter to Pegasus. I have spoken to the property manager at my apartments several times face to face any by phone. She also referred me to her manager whom is the Regional Manager. He called once and left a voicemail but never returned my calls. At the end of January they did go in and credit my account the $140 for October-January for the insurance. However for February and now March I am continuing to be charged for the insurance. Even got a text yesterday sayinig I had a past due balance which was the insurance. I have been told by property manager and regional manager Pegasus has been aware if the issue since prior to me moving in and they say its an AI issue but will not fix it. I will like this fixed and for me to stop being charged. I refuse to pay it since it is not owed. I paid a hefty deposit and I do not want this taken from it if I choose not to resign my lease. At this time I am seriously thinking about not signing it again due to this and the appliances condition that they said they cant do anything about other issues that were here prior to me moving in.

  Business Response

  Date: 03/04/2025

  On March 4, 2025, the insurance charges for February and March were removed. We also found the source to where the automated charges were initiated. The issue has been fixed and no further insurance charges will be charged during this initial lease term.  

  Customer Answer

  Date: 03/04/2025

   
  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.
  
  Sincerely,
  
  A'****** *****

• Initial Complaint

  Date:02/27/2025

  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.

  My vehicle was towed from my paid parking spot at Discovery at ******** around 7pm on 2/24. I recently moved to ***** and just changed the plate around 4pm on 2/24. There was no notification that my car was towed. The car was in the paid parking spot and matched the description( same color, make, model) just a different plate and I had not had the opportunity to register the car in the few hours between 4 and when the car was picked up at 7. I attempted to visit the office upon returning to the complex on 2/24 but the door was closed and no one was inside. I attempted to go in to change the plate through the office but no one was available. There is poor communication with the complex when it comes to get things resolved. On multiple occasions there is no one in the office, communication with each agent is always different when trying to get questions answered and the security gate is broken on a weekly basis.

  Business Response

  Date: 03/04/2025

  Please note that Pegasus Residential does not manage Discovery at ********. It looks like from the property website that ** is the management company. 

• Initial Complaint

  Date:02/14/2025

  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 am filing a complaint regarding the unfulfilled 6-week move-in incentive I was promised as part of a lease promotion at a property managed by ******** Thrift Residential. According to the advertising on their website, any lease signed by 12/31/24 would qualify for this incentive. I signed my lease on 12/06/24 and was specifically assured by the property management staff that I would receive the incentive by mid-January ******* of today, 2/11/25, I have still not received the incentive, despite multiple follow-ups via email and text with the property management team. Each time I followed up, I was told the incentive would be provided shortly and that I should check back after 1/31/25 if I had not received it. I contacted them again yesterday, only to be informed that there have been complications with obtaining the gift cards from ******** Thrift due to the propertys recent sale and took over property 12/12/2024. I was notified of this sale on the same day I signed my lease, through an email that evening.Had I been made aware of this situation prior to signing my lease, I would have considered other properties that were offering move-in specials. This experience has raised concerns regarding poor communication, misleading advertising, and failure to honor a promised incentive. The lack of transparency, follow-through, and timely resolution has caused significant inconvenience and financial strain.If this issue is not resolved promptly, I will seek legal counsel and explore further avenues for recourse. I am requesting immediate clarification on when I can expect to receive the incentive and a resolution to this ongoing issue.

  Business Response

  Date: 02/24/2025

  Good afternoon, 

  Thank you so much for bringing this issue to our attention as well as for your patience while we get your gift card. The gift cards have been approved, ordered, and should be received by the onsite team between 2/26 and 2/28. I will follow-up with you directly at the end of the week to ensure your move-in promotion has been received. 

  Thank you, 

  Victoria

• Initial Complaint

  Date:02/11/2025

  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 was charged numerous fees for a service animal. ************* has overcharged ****** since 12/2023 and Pegasus Residential LLC has refused to return this funds. Both original manager of ************* Apartments and higher up have been let go.

  Business Response

  Date: 02/13/2025

  Since ******** ****** moved in on 12/4/2023 the office team has sent out petscreening links for her to register her pet and ********* ****** failed to complete this month until August 2024, and even writing very vulgar language demanding that they stop contacting her (proof attached) The property did not have documentation that her pet was an *** until August 2024 when she provided the petscreening team with the documents required. I have included proof that Kathleen responded to PetScreening emails on multiple occasions, though the required documents were not provided where ******** ****** responded but not with the proper documentation. These screenshots are timestamped and reflect the vulgar language used in Kathleens responses. Once ******** ****** provided the correct documentation the office staff removed the pet fees of $25 beginning in August 2024 and ******** ****** was never charged the initial pet fee of $300 so there was no refund necessary. this information has been given to ******** ****** on numerous occasions since 2023.
  

• Initial Complaint

  Date:01/31/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had no AC for going on 8 months. They have attempted to fix it more times than I can count, but NEVER do or can. The portable unit does not cool. This is unacceptable and inhumane. No one will help. I have requested an actual ********** fix it but no they will not spend any money. I have tried contacting corporate office and no return call, email or anything. I have requested compensation but nothing. Im at ************. We also waited 6 months for a working dishwasher.

• Initial Complaint

  Date:01/30/2025

  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 submitted a maintenance request in September or October 2024 (I do not have access to that portal any longer due to the property management company switching to a new platform) regarding one leakage spot in my ceiling in the same area as there was leakage in October 2023 when my ceiling was torn out & replaced. A maintenance person came to look at the issue, took pictures, & never returned. My maintenance request was then closed. I submitted another maintenance request on December 18, *************************************************************** my ceiling again, it was worsening into a second spot. A different maintenance worker came & looked at my ceiling, left, and never came back. My maintenance request was marked resolved on December 20, 2024 but nothing was completed. I submitted another maintenance request on December 25, ***************************** my ceiling due to the negligence regarding repairing the leakage. I was informed it would be contracted work and I would be called to schedule. I emailed management on January 10, 2025 after two weeks of not receiving any updates of what was going to occur regarding the repairing of the leakage since this is a chronic issue and I have animals. I was informed on January 13, 2025 that the quote for the repair had been approved and management would be in close communication with me regarding scheduling the repairs. I have not heard anything from property management regarding scheduling the repairs or if the are happening. I emailed my property manager on January 29, 25 & let her know it has been 16 days since she informed me of the approval of the quote for the ********** have not been updated on ****************** has been repaired, continuing to allow the leakage to occur in my home & spread on my ceiling. My property manager did not respond to my email in which I had to call the leasing office to address the ********* spoke to the regional ************* was unable to give me information regarding the repair.

  Business Response

  Date: 02/11/2025

  ******** ***** submitted a work order on 11/6/2024 stating that the ceiling was soft. Our Maintenance Supervisor responded to this request on 11.6.2024-it was noted that the ***** needed to be repaired, this was completed on December 20th 2024 by an outside contractor On 12.26.24 ******** ***** submitted an work order request stated that the ***** leaked again  and on 12.26.2024 a roofing company was called out to review the area in question and stated the repair was from the exterior and noted that no active leak was present in the apartment. and this repair was completed on 1.12.2025- On 2/4/2025-******** ***** placed a work order ticket on 2/4/2025 stating that the area was leaking again- Maintenace responded on 2.5.2025 and took pictures of the entire apartment home ceiling and found no evidence of any active leaks. 

  Customer Answer

  Date: 02/11/2025

   
  Complaint: 22880938
  
  I am rejecting this response because:
  
  I originally submitted the maintenance request on September 10 2024. As attached is a screenshot of the request. The pictures you provided are not the location of the area that is needing repairs and is leaking of some sort and was repaired in 2023 when I went through this exact same issue. You took pictures of the exact opposite side of my living room. The pictures that you uploaded look nothing like the pictures I submitted in my maintenance request which I have attached and uploaded to this. I also attached an uploaded my maintenance request that I submitted regarding the heater and potential issues with it because of the floor and that it was located in the closet underneath the ceiling of where the issues are that Im having in between my dining room and my living room. You took pictures and uploaded pictures of my ceiling that is located directly in front of my front windows right by my front door, which is the opposite side of the living room not where the repairs are needed. The dates that you stated that I submitted maintenance request are in accurate. Like I stated the first one was September 10, 2024, someone came and took pictures and never came back. You may have done what you needed to do, but it did not fix it because then I submitted the second one which was on December 18th 2024 in which nothing was fixed interior wise regarding the ceiling and marked resolved and closed so I submitted the third maintenance request regarding it because it was still looking the same and experiencing the same thing on December 25, 2024 and that is the one that has been open since then, and I have not been informed of any repairs that have been completed Nothing has changed since the maintenance requests in September have been submitted. Things have actually progressively worsened. They began with two spots and then it moved to three spots in the ceiling and then I have been struggling to get hot water in my showers and then I found the issue with the floor rising and the vinyl next to the hot water heater in the closet right below the ceiling that is having the issues and this is the ceiling that had the same issues exactly a year ago, October 2023 and they tore out 10 feet of my ceiling and replace the ceiling and did not repair anything else. So nothing was fixed and thats why it is occurring again. And the day you were saying on February 4 I submitted a maintenance request regarding the ceiling, that maintenance request I submitted was regarding my stairs that have gaps in between each of them, allowing an influx of cold air from outside to come into my house, increasing my uncomfortability.
  Sincerely,
  
  ******** *****

  Business Response

  Date: 02/25/2025

  Each Request submitted by ******** ***** since moving in June 2022 have been completed effective and efficiently by our onsite Maintenance Team as well as outside contractors as needed. ******** ***** has renewed her lease and continued to live in her home each year and did not express such concerns until on a Month-to-Month lease and incurring additional charges in September 2024. ******** ***** moved out of ************* on 2/14/2025 and is no longer an active Resident of *************. We did not charge ******** ***** any move out charges nor additional fees incurred including her Month-to-Month fee. 

  Customer Answer

  Date: 02/27/2025

   
  Complaint: 22880938
  
  I am rejecting this response because:

  Not every maintenance request that I have submitted has been completed in a timely manner since Ive been living there or completed at all while living there. I previously had to submit a complaint with the Better Business Bureau in January 2024 due to the same ceiling issue, which I have attached pictures, which is why I was guaranteed my security deposit back by the previous property manager, ******, as rectification for her, not following through, and attached that email to my move out notice in which my move out notice was turned in after living there for over two years because of Pegasus residential continuing to violate the code of ******** tenant and landlord act, noncompliance by landlord that ****** ******, the current property manager, accepted and recognized regarding the ceiling issue. Ive also attached the maintenance request regarding the previous ceiling issue, showing that the maintenance request have not been completed in a timely matter. And what it looked like. Ive also attached the maintenance request for the stairs as I explained to the property manager, ****** ******, how they had inches of gaps, allowing an influx of cold air into my unit, which I had previously submitted a request for that and she lied to me via email and said it was not completed within a timely manner due to a lack of supply of poly seal caulking, and then lied to me in an email and said it was completed and it was not completed. And then I also received an email as of today 2/27/25, saying that that maintenance request regarding the stairs and the gaps between them, allowing the influx of cold air was completed, and the contractors called me because they thought I was still a resident of the Unit and they didnt have a key or access to the unit because it was still not  completed. I attached the account ledgers of mine showing that I was not paying month-to-month fees from September 2024 until I moved out and the only reason I moved out was because of the noncompliance of landlord that was violating the code of ******** tenant and landlord act and I was not living in a healthy and safe place for me and my two animals because this was a reoccurring issue from the previous year and you can see that in the Better Business Bureau complaints filed in January 2024 against Pegasus residential LLC. 

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