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

• 

  Pegasus Residential, LLC

  19401 Tomball Pkwy Houston, TX 77070-3029

• 

  Cambridge Apartments

  360 Piccadilly Sq Ofc Athens, GA 30605

• 

  Pegasus Residential, LLC

  7200 Peachtree Dunwoody Rd Atlanta, GA 30328-1619

• 

  Dwell at Carmel

  4012 Quail Forest Dr Charlotte, NC 28226

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: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,
  
  ******** *****

• Initial Complaint

  Date:01/28/2025

  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.

  Applied for rental 01/21/25 with move in date of 01/24/25. Application has not been processed. Called multiple times and emailed took until 5pm Friday to reach office, left Gm for corporate office, no call back.

  Business Response

  Date: 01/29/2025

  ******** Corner applied for an apartment on Monday 1/20/2025. The Assistant Manager reached out to ******** on 1/22/2025 to inform her that her credit report was locked and the process was unsuccessful for screening. ******** Corner responded on 1/23/2025 stating her credit was unlocked and able to be processed. The Assistant Manager responded back to ******** Corner on 1/24/2025 requesting that paystubs be provided as what was entered originally by ******** Corner did not meet the income criteria. ******** Corner did not respond for additionally income verification until 1/28/2025 (email attached) when the Property Manager received an email from ******** Corner for an update. Once the verification was received the application was fully processed on 1/29/2025. 

  Customer Answer

  Date: 01/30/2025

   
  Complaint: 22869428
  
  I am rejecting this response because:

  The information is false. I contacted their rental office multiple times to resolve the issue. On 01/29/25 I left a voicemail for corporate asking them to call me back as I was feeling harassed by the regional manager- 6 missed calls in under ten minutes with no voicemail and texts messages. No response from corporate. It is inappropriate and intimidating to have someone call that much. The application has been deni d but is my administration fee being refunded? Also I would corporate to contact me a due to issues with the local office.
  
  Sincerely,
  
  ******** Corner

• Initial Complaint

  Date:01/11/2025

  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 moved out of my property on November 20, 2024. ******** law states you are to receive your deposit refund WITHIN 45 days of end of lease . I sent multiple emails to property manager and area manager inquiring where my refund was. I then called and was told it was delayed due to holiday , I stated I had moved 40 days prior . Only after multiple calls and escalating it to an email with corporate did the property manager reply that they went by Pegasus Residential guidelines. The area manager followed up and I was asked my new address again and she said it will be over nighted and I would have it the next day. I did not get it the next day and did not receive my check until the 50th day. A CLEAR violation of the law. If I had not escalated it and demanded my money back I would likely still be waiting. I had to use my personal time to fight to get money I was owed that was late. There is a clear pattern of this with Pegasus.

• Initial Complaint

  Date:12/03/2024

  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 moved into 1301 Main in 2020 and the day I was moving in, four teenagers were verbally harassing me and my family talking about if I wanted to have sexual ***********. Infront of my family........then I caught them in my trunk stealing my things. I ran up to them and as they were running away, they threatened me and said their family will come after me. I have several witnesses including a resident that was also robbed by these poeple. The apartment managers KNEW ABOUT THEM!!! As a former property manager, YOU MUST DISCLOSE ANY CRIMINAL activity to residents AND if there is a dangerous incident, YOU ARE ALLOWED OUT OF YOUR LEASE. PERIOD. I made a police report, provided it to PEGASUS corporate and I was met with ZERO compassion. I TOLD THEM I WAS MOVING AND THEY NEVER GAVE ME A BILL. I emailed them telling them my move out date and they claim they never got it. They charged me over 2000$ and it just showed up on my credit report. I REPEATEDLY asked them to show me where they sent the origional bill and they had no answers. I continued to seek help from Pegasus through ******** because I was being ignored and they threatened to sue me. I lived there for less than a month and I paid a DOUBLE DEPOSIT. I want my deposit back less the money I owe, which I should not becuase you breached the contract. It looks like there are MULTIPLE complaints against this business and there HAS TO BE a solution. I would say they should not be allowed to do business. PERIOD.

• Initial Complaint

  Date:11/14/2024

  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.

  Dear Better Business Bureau,I am submitting this complaint regarding Ascent Apartment by Pegasus ************** in relation to their refusal to return my security deposit, which I am legally due following my tenancy at ********************************************************************************** lease ended on August *******, and I fulfilled all move-out procedures as outlined in the lease agreement. The apartment was left in good condition, with no damages beyond normal wear and tear, which was confirmed during the move-out inspection on August *******. Despite this, I have not received my deposit nor any explanation of potential deductions.Under North Carolina law, landlords must return security deposits within 30 days of the lease end date, accompanied by an itemized list if any deductions apply. Pegasus ************** has not met this requirement and has not provided any communication regarding the delay.I have made multiple attempts to contact them to resolve this issue, but they have not responded with any timeline or documentation to justify withholding my deposit. I am concerned that their actions are in violation of tenant rights and are not in line with fair business practices.I am seeking the Better Business Bureaus assistance in securing the full return of my deposit and in ensuring this company adheres to state regulations moving forward. I would appreciate any guidance you can offer on addressing this issue. The file attached is my last payment fully paid for the rent of August before move out date. Thank you for your attention to this matter.Sincerely,******* ****** ************

  Business Response

  Date: 11/18/2024

  A refund check has been processed but not in the amount of $750.Upon reviewing the final account statement there was a small rent balance due. There were also additional charges added due to item removal, drywall repairs, and cleaning fee. I have attached the final account statement. A refund in the amount of ****** has been processed. It was sent to the provided address at ************************************************* 

• Initial Complaint

  Date:10/14/2024

  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.

  The resident portal is used to pay the dwelling rent blocks me from paying my rent utilizing a checking account by Manager's order, as stated on the computer's screen, allowing only to pay with a debit card with a $70 fee. For September, I did it. On the 9th of that month, I went to the leasing office, explained what had happened to one of the agents, and asked for help to remove that ban from my resident's portal account. I took a snapshot of the page where it says I couldn't pay with a checking account and sent it to the e-mail, the leasing office agent gave me: *************************************** Days later I checked the residential portal, the ban was still there. I passed by the leasing office, and he told me to wait for the management to fix it. The rent payment day arrived, and the ban was still there. I checked every payment option; the more affordable one was using a third-party vendor, only a $2.50 fee instead of a $70 fee. I printed the payment coupon which states my name, the property name, and the account # to make the payment. I went to two of these vendors' locations, but the transaction it did not go through. I called the leasing office and explained the situation, but the answer was "nothing he could do". The next morning, I went to the leasing office to explain that I couldn't make a payment either way. I showed the leasing office agent the ban in the resident's portal and the payment coupon, she told me that the third-party payment was no longer accepted. She went to one of the manager's offices, and in two minutes, the ban was gone. Right in front of her, I made the dwelling payment. Still, I was charged a late payment of an extra $150.I was forced to pay a fee on September's rent and in October, they were doing it again.I demand, either a refund of $220 ($70 + $150) for the extra payments or a credit of the same amount for November's rent payment

  Business Response

  Date: 10/24/2024

  Better Business Bureau,
  I am writing on behalf of Pegasus Residential and ****** Del Mar in response to the complaint filed by ****** *** and **** **** regarding their rent payments and the late fees assessed to their account.
  According to the lease agreement signed by Mr. *** and Ms. ***** as detailed on Page 2, Section 6, rent is due on the 1st of each month, with a grace ****** extending to the 3rd. Payments not received within this timeframe incur a late fee of $150. This section also specifies that, in cases of excessive tardiness or returned payments, certified funds may be required for future transactions to ensure payment compliance.
  Upon reviewing the residents' payment history, as shown in the ledger provided, there have been 14 instances of late payments since June 2023. For example, in November 2023, the residents' payment was received on the 22nd of the month, significantly past the grace ******. Despite this, we waived the late fee as a one-time courtesy, demonstrating our commitment to acting in good faith and ensuring a fair resolution.
  Regarding the $70 fee mentioned by the residents, this is a standard credit card processing fee, not a late fee. It is applied to all residents who choose to make payments using a credit card, as described in our payment portal. The option to pay by credit card, and the associated fee, is clearly communicated before the payment is processed. This fee is not mandatory; it is one of several payment methods available, and residents have the option to choose other methods that do not incur this fee.
  To further address their concerns, I personally reached out to the residents on October 24, 2024, offering an opportunity to discuss and review their situation in detail. We remain open and willing to assist as long as the terms of the lease agreement are followed. Our goal is to find a fair and reasonable solution that aligns with the policies outlined in the ****************************** (***) Lease Agreement and community regulations.
  Our actions have been consistent with the policies established in the lease and have been carried out in a manner that is fair to all residents. We trust that this response, supported by the attached lease agreement (Page 2, Section 6) and ledger documents, provides a clear and transparent explanation of our position. We remain committed to working with the residents to resolve this matter.
  Thank you for the opportunity to respond, and we appreciate your assistance in reviewing this matter.
  Sincerely,
  **** *****
  Regional Manager, ****** Del Mar
  Pegasus Residential

• Initial Complaint

  Date:09/30/2024

  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.

  I had a lease start on 9/27 for Aventon ******** (Pegasus Residential). I paid a $350 deposit & $307.34 the rent of Sept & $149 admin/app fees. I want my money refunded and lease voided. Upon moving in there around 5pm on 9/27 there were 20 huge roaches ***** German roaches). They pretended like they have never seen roaches before even though their ****** reviews show they are aware of other people experience the same thing.I immediately got the leasing consultant ******* and she knew I was NOT happy. She got a broom and started killing/sweeping up (while screaming) roaches. My 8 year ******* were completely traumatized. I am so disappointed in this place not taking responsibility for their fault. This is NOT an okay living environment. My son left here crying begging not to ever go back.I call everyday about this issue. **** was so dismissive. The property manager, ****, acted the same & didnt even call me back. When I followed up, she literally stopped talking in the middle of our conversation. Very unprofessional. This is sad that a place has to resort to deceiving others in order to fill up their property.The place was never professionally cleaned. The leasing agent told me herself that she vacuumed the place a few days prior. Meaning in a span of days there were 20 roaches got in. They claim it was because of the hurricane but Ive lived here my entire life & have NEVER seen anything like that. & they said it barely rained during the hurricane.They werent even trying to fix the ********* had to practically beg for them to clean the carpet. Then on Sat. **** tells me they are only vacuuming. Its now end of day Monday and all they can say is we have cleaners on the property and they guess they can switch me. Its been 4 days since my lease started and there is NO urgency at all. I am disappointed & want nothing to do with this business. We cant even move in if we wanted to because this. I feel I have been misled and deceived and I want out of my lease!

  Business Response

  Date: 10/01/2024

  Good afternoon,

  Ms. ****** *****, moved into Aventon ******** on September 27, 2024. Upon her move-in, Iviana reported finding some dead bugs (roaches) in her apartment. This situation was unexpected and certainly not reflective of our standard apartment move-in process.

  Prior to Iviana's move-in, our leasing agent had thoroughly cleaned the unit. We believe the presence of the dead bugs may have been due to the aftermath of Tropical ***** ******, which recently impacted our area. Immediately after Iviana's concern was raised, *******, a member of our staff, quickly went to the unit to personally clean it again. The resident appeared satisfied at that time, as no further concerns were expressed.

  
  However, shortly after, Iviana contacted our office again to request a professional cleaning. In an effort to address her concerns, the property manager approved a professional cleaning to be scheduled for Monday, September 30, 2024.
  Unfortunately, over the weekend, Ms. ***** contacted us to express her desire to terminate her lease, stating she no longer wanted to reside in the unit. As it was the weekend, our leasing team informed her that the property manager would follow up with her on Monday.

  
  On Monday, September 30, 2024, the property manager, ***** *****, reached out to Ms. ***** to discuss potential solutions. ***** offered Ms. ***** the option to transfer to another unit at no additional cost to accommodate her concerns. At no point during this communication was Ms. ***** dismissed or treated with anything less than respect, as we understand her situation is important.

  
  Today, the property manager personally reached out to Ms. ***** again to offer another chance to transfer units, but she has declined, expressing a firm desire not to continue living on the property. We are currently awaiting guidance from our corporate team to determine if we can release Ms. ***** from her lease without penalty.

  
  We take these concerns seriously and are committed to finding a fair resolution. Please let us know if there is any additional information we can provide.

• Initial Complaint

  Date:09/16/2024

  Type:Customer Service 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.

  And the lack of communication within the front office and also corporate when you call their office its been over two months since Ive called corporate twice and left an email. I have yet to get a response. They evictions whenever they want and that is additional ****************************************************************************************** responded, the people answer the phone for corporate office is extremely rude. The tone of voice is rude. Doesnt give willing to assist. Also, I was Approved for rental assistant, and the apartment people denied it when the company called to verify to send the payment. Ive never heard of an apartment complex denying rental assistance through the state of *****.

  Business Response

  Date: 09/17/2024

  Pegasus Residential is not the management company for a property located at ******************************************. It appears that the management company is BH. 

• Initial Complaint

  Date:09/13/2024

  Type:Sales and Advertising Issues
  Status:

  UnresolvedMore 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 requesting to have confirmation of my lease termination without any additional fees or charges.I had signed a lease with Springwater apartments (managed by pegasus residential), which was supposed to start on Aug 27th. When I arrived for my move in on 29th, the apartment was not move in ready, with multiple deficiencies which were health and safety hazard. The main concern being presence of cockroaches (dead and alive) in the dishwasher and coming out from the sink. This was witnessed on Aug 29th by the property manager (***************************), maintenance staff and my family members who were present at the time of move-in inspection. As the apartment failed move-in inspection, I had a conversation with the property manager, who agreed the apartment was not move-in ready. As the apartment had failed inspection, I never moved in the apartment. On Aug 30th, I discussed with the property manager on site (*******************), who inturn discussed this with *************************** over the phone. *** agreed the apartment was not move-in ready, so the lease would be annulled and my rent returned to me. I was given this in writing and with this understanding, I returned the keys. When I reached out to ask for follow up of my refund, I was told that the lease has not been annulled and I would not receive a refund. On further communication, and providing proof of presence of cockroaches, I again got a written confirmation from the district manager that my lease is annulled. The amount recommended for refund was 1500$, which was unfair, as I did not stay for the month of September, and the lease was already annulled, you should not be charging me the rent. I disputed this with my bank, who provided me the refund the September rent. The team keeps on going in circles, with the property manager informing me that the lease continues to be intact with termination fees. I would like resolution and clarity on where we stand with this.

  Business Response

  Date: 09/16/2024

  *********************** applied on 7/31/2024 and did not move into the home until 8/27/2024 based on Ruhanis availability to move from out of state. On 8/27/2024- the Leasing Agent did a walk thru with ****** during her move in process after getting into the home, ****** complained from a smell that was not witnessed by two additional employees and pointed out minor discrepancies in the home that were easily repairable that she was unable to wait for repairs. The Property Manager then assisted by offering *********************** multiple additional units available to which she denied each unit. We offered ****** a fully furnished unit to stay overnight in so the items could be corrected to her standards to which ****** also refused. The Office did not hear back from ****** until 8/28/2024 at 10:30AM to where she dropped off her apartment keys and said she would be leaving and moving out as of 8/28/2024. ****** paid for the month of September in the amount of $2,545.00. ****** came into the rental office on 9/6/2024 for a formal discussion regarding her lease break and did not want to be charged any money and wanted to be refunded everything from her application fee to her rent she paid. We disagreed as we held the unit off market, turned the unit, and had vacancy cost in the amount of $2,216.61 waiting for her move in date from time of application on 7/31/24 to the move in date of 8/27/24. 

  She left from the rental office and an email was presented to *********************** regarding an negotiation regarding not charging an termination fee and relieving her of her future obligations to the apartment complex. The same day on 9/6/2024- *********************** stopped payment on the payment of $2,545.00 causing the amount to be charged back, as well as an NSF fee of $75 to the complex. The community is following their lease protocol with the reletting charge of $2545.00 The reletting charge is not a lease cancellation fee
  or buyout fee. It is an agreed-to liquidated amount covering only part of our damages, that is, our time, effort, and expense in finding and processing a replacement. By law, we are limited to the recovery of actual damages. These damages may be uncertain and difficult to ascertainparticularly those relating to additional paperwork, advertising, showing apartments, utilities for showing, checking prospects, office overhead, marketing costs, and locator-service fees, which would not have been incurred but for your early move-out.

   

   

  Customer Answer

  Date: 09/16/2024

   
  Complaint: 22281460
  
  I am rejecting this response because: Facts have not been properly reviewed.

  I would like to clear some of the facts in the response.
  Firstly, Camellia, Property Manager Spring Water Apartment, did agree with the smell and offered to clear with ozone machine on Aug 29th when I did the move-in inspection. I am allergic to smoke, and it would have been harmful for my health to stay in the unit.
  Secondly, cockroaches in the apartment is not a minor inconvenience or discrepancy (see attached photograph of the same). It is a health hazard, and as per ******** Landlord and Tenant Act ********* (please see attached), the lease would be void and I would be entitled to full refund. This would be 149$ application feel, 410$ August month rent, and 2545$ September month rent. However, in good faith, I have only asked to return for the September month rent.
  
  I would also like to point out that the lease was for start date of Aug 27th, and I had previously communicated that I would arrive on Aug 29th as I was coming from out of state. I brought up the deficiencies regarding the move-in inspection on the same day (Aug 29th, 3:00pm). The alternative options offered were an apartment on the second level, which would make it challenging for me due to mobility purposes. And temporary housing in a model home, which would require me to move twice. Both the options were not comparable to a ground level, move-in ready apartment I had signed a lease for. Which I communicated on Aug 30th 10:00am (as soon as the leasing office opened).
  
  The fact remains, that I was verbally released from my lease on August 31th with that understanding of refunding all the rent and application fee, as seen in the attached email. With this knowledge, I proceeded to find alternative arrangement. I started a new job on Sep 3rd and it was imperative I had a dwelling.
  The lease was effectively annulled on Aug 31st, and again confirmed in email on Sep 6th. Any further demand for compensation or penalties are wrongful at this time.
  
  I await your response after careful review of the facts stated above.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 09/17/2024

  When ****** arrived onsite to move into her home on 8/27/2024 she seemed to be unsure of the location of the unit as it was a site unseen process being ****** moved from another State. ****** made several mentions of minor discrepancies that were easily repairable same day or next day turn time. The onsite team offered to allow her to stay in the fully furnished home to accommodate her as she mentioned a smell that was not witnessed by two additional staff members inside the unit. The Property Manager offered to have the home recleaned and carpets redone (even though they were brand new) to accommodate and please Rahani. The Property Manager offered ****** various other units availablie to which she declined each one of the 3 offered. All of this went unwelcomed and ****** returned keys on 8/31/2024. In the ******** Landlord and Tenant Act ********* it states that if there is an infestation of rodents they are entitled to a  full refund of all deposits and rent paid to the landlord, so long as the tenant provides the landlord with written notice of their intent to terminate the rental agreement within seven days of the date on which possession of the dwelling unit was to have transferred to the tenant. There was and is not an infestation of any kind in the home ****** was presented. There was no verbal agreement offered when the keys were returned on 8/31/2024, After speaking on Monday 9/6/2024-we did offer to allow ****** to vacate without full obligation to their lease term that ends March 2025. We did tell ****** there would be a fee charged based on our cost as a business such as, and expense in finding and processing a replacement, additional paperwork, advertising, showing apartments, utilities for showing, checking prospects, office overhead,marketing costs, and locator-service fees, which would not have been incurred but for your early move-out prior to March 2025. ************************* made the decision to stop payments owed to Spring Water without discussion from all parties involved causing the business to receive an non-sufficient funds charge and the payment of $2,524.00 taken from the company's account. 

  Customer Answer

  Date: 09/18/2024

   
  Complaint: 22281460
  
  I am rejecting this response because: There is breach of ******** Landlord and Tenant Act as per attached documents below.

  To, 
  Pegasus Team,

  There was infestation of cockroaches as attached in the photograph below.
  And a verbal as well as written email confirmation of lease annulment on August 31st (within 7 days of move-in inspection) is attached in this as well. 

  As mentioned, while I would be entitled for a full refund, in good faith I would like to part aways with your company without any further costs/fees. I have already incurred costs of 610.49$ (application fee, august month rent and utilities) which I have not requested for refund. As the lease was annulled and the apartment was not occupied in September, the rent for that month would not be justified. 

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

• Initial Complaint

  Date:09/02/2024

  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.

  Myself and ******* ***** lived at Retreat at ************, a Pegasus Residential Property, under a 12 month lease (6/8/23-6/5/24). We turned in our keys on 5/25/24. After about 2 months had passed, we realized we had not received our move out statement. See detailed timeline below:7/24/24: ******* called leasing office. No answer, left message 7/25/24: No one called back. ******* called again. No answer 7/26/24: ******* called again and got in touch with a leasing agent who notified her that we owed $561.72. She requested the move out statement which was received via email by **** ********, assistant manager. She replied asking for a call to discuss the charges 7/27/24: No call 7/29/24: I called and was notified **** was out for lunch and would call back 7/30/24: No call 7/31/24: I called twice. No answer. Left 2 messages 8/1/24: I called again and was notified **** was busy and would call back 8/2-5/24: No call 8/6/24: I called again. No answer, left message. I sent an email asking for a call back. **** called me that evening. After a long discussion disputing the charges, **** said that she was "only the assistant manager" and I would need to speak with the property manager, ***** *******, who would call me tomorrow. I sent a detailed recap email of the call 8/13/24: ***** never called, so I called. Told she would be out of office until 8/19 8/20/24: ***** replied to email thread and I replied with a detailed email, disputing the charges. ***** replied that she "would not get her bonus if she goes over budget, so she will not remove the charges"8/21-22/24: I was in touch with **** as they were refusing to confirm that we had moved out on 5/25/24 8/23/24: Debt collector called me so I paid charges fearing damage to credit. Note this was less than 30 days after receiving statement Attachments:(1) Email thread (details our dispute, please read)(2) GA laws broken by company (highlighted)(3) Our move out inspection (4) ****** reviews detailing similar experiences

  Business Response

  Date: 09/09/2024

  To whom it may Concern, 
  
  
  I have thoroughly reviewed the complaint and would like to address Mr. **** ******** BBB complaint regarding his move-out charges. I have attached the following documents for your reference: invoices for the restoration of his apartment, photos of damages, the final account statement, and his final utility bill. The total amount charged for damages is $691.29, and the total expenses incurred amount to $4,559.98. The photos clearly depict the damages for which he was charged, supporting the charges against his security deposit. It's important to note that Mr. ****** was only charged for excessive damages, not for normal wear and tear. If you have any questions or require further documentation to substantiate the complaint, please feel free to contact me directly at ************.
  
  
  ******* ******
  Regional Manager
  ************

  Customer Answer

  Date: 09/14/2024

   
  Complaint: 22229225
  
  I am rejecting this response because while I disagree with their claim that I was not excessively charged, my complaint was centered around the fact that the move out inspection was not completed within three days of my surrendering of the property (I surrendered the property on May 25th, 2024 and the move out inspection was not completed until June 7th, 2024) and we were not provided the move out inspection within 30 days of our lease ending (Lease ended June 5th, 2024 and we did not receive the inspection until July 26th, 2024 after multiple instances of us reaching out having to ask for it). These are violations of our lease as well as Ga. Code 44-7-33 , **. Code 44-7-34, and **. Code 44-7-35. You can view these codes in our original complaint. Per these codes they are not entitled to keep our security deposit or charge us for damages because they did not adhear to the lawful timelines.
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 09/23/2024

  We have reviewed the situation, and unfortunately, we don't have documentation showing that the final account statement was sent within 30 days of moving out. In order to address the complaint, we will issue a full refund of the charges paid, as well as a full refund of the security deposit to the forwarded address on file. The resident's lease expired on 6/5/2024, so they were not moved out until that date in order to fulfill the full lease term. The resident also paid the 5-day prorate for June to honor the lease contract. 

  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. Please provide Pegasus with my forwarding address to ensure the refund is sent to the correct address. The correct address is: 

  ******************* Apt. 2320 

   Phenix City, AL 36867

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