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

• 

  Ascent Apartment Homes

  99 Ascension Dr Asheville, NC 28806

• 

  Pegasus Residential, LLC

  19401 Tomball Pkwy Houston, TX 77070

• 

  Pegasus Residential, LLC

  7200 Peachtree Dunwoody Rd Atlanta, GA 30328-1619

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:08/21/2024

  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.

  Im having a very hard time with this apartment complex. They have really bad ***** issues. I keep my apartment very very clean and they claim to come and treat the problem but it just makes matters worse. Ive called the office over four times for these issues and is still not being, addressed properly my washer Hasnt been working for four or five days I need help addressing my issues and concerns The roaches only used to be in the kitchen now theyre moving to the bathroom and other parts of my house. The office doesnt seem to care about this problem.

  Business Response

  Date: 08/21/2024

  Your concerns are important to us and it is our understanding that you have been able to express these concerns to the corporate office. 
  
  The issue with your washer first occurred on Saturday, August 17th, 2024 and our technician was out on Monday, August 19th, 2024 to assess.  The initial control board replacement did not resolve the problem so we had to order a selector switch which is coming from the manufacturer.  Due to those parts having a delivery timeline of 5-10 days,we are going to order a new washer and install it once it arrives so that you do not have to wait.
  
  We are committed to a full resolution to the pest issues you have described and have scheduled an inspection of your unit by a supervisor with American Pest so that a plan can be developed to resolve the issue fully.  In the meantime,we ask that you do not self-treat as over-the-counter products can counteract treatment provided by our pest control company.    

• Initial Complaint

  Date:08/14/2024

  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.

  Hello, My name is ****** ***** and am once again reaching out to request two months back rent from my apartment at ******************* in the Reserve at **************** previously stated, my apartment was infested with mold, and many of my personal items were ruined, along with having a to move into a new apartment because of the mold in my previous unit. I have mentioned the water heater that burst that contributed to the mold, but also have multiple service requests spanning from November to January concerning the kitchen sink, which is where a lot of mold was discovered. We also were told my upper management to turn the ** on to help control the humidity in the apartment, but my ** was not working up until I moved out of the previous unit, despite having multiple service requests dating back to last fall. And while appreciate of the opportunity to be moved into a new apartment, I have spent over two months cleaning, disposing and moving my personal items into the new unit.

  Business Response

  Date: 08/15/2024

  Thank you for reaching out. I understand your frustration, and I want to assure you that we have thoroughly addressed the concerns you previously communicated. As we have mentioned, any damage to your furniture is not the responsibility of our company. You may, however, file a claim with your insurance provider for coverage of your personal belongings.
  
  Per our company policy, issues concerning SMG must be reported in writing within 24 hours. Once we received your notification, our team promptly responded and provided you with the option to vacate your apartment and transfer to another unit. Therefore, we will not be offering compensation for your personal belongings.

• Initial Complaint

  Date:08/14/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My room mate and I broke our lease with the previous management company, Avenue5. Avenue5 and us had come to an agreement regarding breaking our lease and then when we went to check in, we had been notified that companies had changed to Pegasus Residential. We explained the situation and showed email receipts between ourselves and previous management company. Pegasus residential agreed to break the lease effective July 6th, 2024. We have paid rent for the entire month of July and they stated they would refund the balance of the month in 2-4 weeks. We have not seen that refund and they have now called us about being late on rent for August. There have been multiple emails sent regarding the refund check for July and we have obtained no responses since July 12th, 2024. We have since sent two follow-up emails on August 3rd and 13th. We want to be done with this company and now seem to think we are still living there despite an email from Pegasus stating they will honor the July 6th, 2024 move out date (email sent on June, 29th, 2024).

  Business Response

  Date: 08/19/2024

  Hello, 

  We apologize for the confusion. This has been resolved and the refund discussed is being processed/mailed. 

  Thank you!

  Customer Answer

  Date: 08/19/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and once a refund is in hand, the complaint will be withdrawn. Thanks for the expeditious nature in which this is being handled.  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/08/2024

  Type:Billing 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.

  This management company has been such a headache. I am a guarantor for my son who lives at The *******. My bank information has always been on autopay for rent and fees at the apartment. I randomly received an alert a few weeks ago that over $3,500 was taken out of my account by The Wayland. There was zero dollars currently due when this occurred. Someone went in and processed a payment for over $3,500 for no reason. I was assured by ******* at the ******* that this appeared to be a mistake and that they would get it taken care of. I checked the account a few weeks later and see that it was simply applied as a credit and an early termination fee of $2,800 was added to our online upcoming money due. My son did not terminate early, he is simply transferring to a 1 bedroom at lease end this month. I was able to get them to remove the $2,800 as it should not have been added and was told that a check would be issued by corporate and that they would reach out to corporate right away. I was told in 2 weeks I should receive a mailed check. I called today about a week and a half later to check on this and was told that they have not had a response from corporate and are unsure the status of the refund. I have attempted to call corporate more than 10 times and no one ever picks up the phone. We have sent emails, made calls, and left voicemails. I am about to file fraud charges with my bank as Pegasus won't fix the issue. We were also charged $550 in application fees because we were told we had to reapply even though we are current residents and that the fees would be added as credits towards rent. This has not happened. We were also told the $150 deposit we had on file would be added as a credit and I haven't seen that either. Additionally, we were promised 1 month free to renew and were told that would be added in September. Hopefully, that will happen. I would like to be contacted in writing regarding these issues.

• Initial Complaint

  Date:07/29/2024

  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 am having issues with my air conditioner in my apartment with no resolve . My air is not cooling properly . My unit has reached temperatures of **************************************** 3/14. I laid down to take a nap and I woke up to my apartment being 78 degrees . When maintenance came out , I was told they arent sure whats going on as the previous tenants didnt have an issue and that my apartment felt cool at the time that they came . On 6/30, I laid down yet again and woke up to my apartment being 80 degrees. I was told again that they didnt see anything wrong . After maintenance came out once again with my apartment being 76 degrees , they replaced my thermostat .. later that day , my apartment was still at 76 and rising , it was them at that time that I was informed that the compressor may be failing on my unit . I was told that the finance team had to approve my ac unit bring replaced , it has been 2 weeks since that conversation and I am still having air issues. I have a 1 year old and I feel as though my wellbeing is being disregarded as temperatures in *********** have been in the high 90s. I have delivered written request via certified mail and I still have no resolve . I simply want my air fixed and it is though the property does not care .

  Business Response

  Date: 08/07/2024

   Below is the timeline of events for the review and caring of this ** starting 6/30/2024, at this time ** is reading and running within 2 / 3 degrees of the temp setting, which is accurate.  Please continue to reach out to the office, if the ** does default..

  06.30.2024 Resident reported issue with thermostat readings and maintenance reported it was cooling inside the apartment.  MAINTENANCE responded same day 06.30.2024.

  07.09.2024 Resident report issue with thermostat readings. (Photos attached) MAINTENANCE RESPONDED SAME DAY UNIT WAS COOLING.
  
  07.09.2024 Maintenance replaced the thermostat. TASK COMPLETED SAME DAY.
  
  07.28.2024 Resident emailed photos of her thermostat from 07.14.2024 and 07.15.2024. (Photos attached) REQUEST COMPLETED MONDAY 07.29.2024.  Then Resident came to office and stated that her air cools during the day but does not cool at night.  AT THIS TIME THE ** IS STILL READING AT 73degrees.
  
  

  Customer Answer

  Date: 08/07/2024

   
  Better Business Bureau:
  
  This complaint was made at the time of the problem not being resolved . The problem has since been resolved with the window ac unit being placed at the moment . No further action is needed at this time and the results are satisfactory. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/22/2024

  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 am currently at tenant at Discovery at ********* (a property of pegasus residential). From the day i moved in there has been issue after issue starting off with not being place in a renovated unit. When i arrived on move in date and went to look at the unit i was supposed to be in it was old and outdated. I was never made aware that the unit wasn't renovated. When i came a viewed the property before my move in date i asked would my unit look like the one she was showing me and she said they all looked like that just different floor plan. Well, I was forced to either move into a unit that was technically not ready for anyone to move in due to it not being cleaned or fixed for anyone to move in. They eventually fixed what they could see. As time goes on the air has gone out at least 4 times since I've lived here. The last time it went out they said they needed to replace it but no one ever came to replace it. Now i have a $395 electric bill.Now the parking. Why am i being charge for a parking spot that i don't have. They are charging us to park our cars on the property we live and pay rent, not talking about covered.Fast forward to current events. The ceiling is now leaking, has a crack in it and also mold now. It has cracked so bad that it has shifted the laundry room door to the point that we can't even close the door anymore. Maintenance is trying to fix it but I don't see away to fix it if the whole unit is shifted. Instead of them fixing the crack and mold issue they send maintenance to come paint over it. Any units with mold should be priority as well as any units with small children and mold should be the highest priority. This has become a huge headache and hassle. We pay to much in rent to have to deal with all of these issues. Please HELP. This becoming overwhelming and frustrating. I have emailed Pegasus Residential (who is the property manager of Discovery at *********) several times as well as contacted them via phone but no one has responded.

  Business Response

  Date: 07/29/2024

  We hope this message finds you well. We are writing in response to your recent complaint submitted to the Better Business Bureau regarding the move in process and hurricane damage and the subsequent repair schedule at Discovery at **********
  First and foremost, we deeply regret the inconvenience and distress caused by both the move in process and hurricane and its aftermath. The safety and well-being of our residents are our top priorities, and we understand the frustration that comes with waiting for necessary repairs.
  Following the hurricane, our team conducted thorough assessments of the damage to prioritize and address the most urgent repairs first. Our action plan is as follows:
  Immediate Repairs: We were made aware of the damages on 7/9, when office, and contractors were without power and assured you that at first safety window, we would address starting with the roof.  This was repaired on 7/13. The inside repair in laundry room was repaired by replacing a portion of the sheetrock. The outside of laundry room was kilz over, and we re-sent the contractors to correct on 7/23.  The living room repair was also addressed by replacing a portion of the sheetrock.
  Secondary Repairs: The ** Service request was placed on 6/30 and was serviced and working properly.  A second, and third request was placed on 7/1-when we were specifically notified of the master flow issue.  It was also addressed on 7/1.  The 3rd request was canceled, and advised due to the high temps outside, was taking a bit to cool down.  ******* specifically that week were at almost 100 degrees.
  Move In: We are committed to providing the best possible move in process and unfortunately, the unit that you selected online was not a renovated unit. We did however have a renovated unit that we were able to switch you to same day, that had a few minor requests that were agreed upon to allow a same day change to service when the maintenance team returned the following Monday.
  We acknowledge that the repair process has taken longer than anticipated, and we sincerely apologize for any inconvenience this may have caused. As you are aware, we have had a record-breaking amount of rain and storms, that has prohibited our abilities to quickly service your apartment. Our team is working tirelessly to complete the necessary repairs as quickly and efficiently as possible.
  Our community has a 1 vehicle per lease holder policy, and a second vehicle may be added for an additional $15 with proper registration through ISTALL. If you do not have a second vehicle, please reach out and we may deactivate that tag.
  If you have specific concerns or if there are particular issues that have not yet been addressed, please do not hesitate to contact our office directly at ************. We are here to assist you and ensure that your concerns are resolved.
  Thank you for your patience and understanding during this challenging time.We value you as a resident and appreciate your cooperation as we work to restore our community.
  Sincerely,

  Customer Answer

  Date: 07/29/2024

  The ac unit being broken during record breaking heat has cause me to have a $340 electricity. They were trying to fix it and it was running and trying to cool down. So now i have to figure out how to pay that bill. 

• Initial Complaint

  Date:07/08/2024

  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.

  The below email is the basis of my complaint:******** ****** <*********************>Jul 6, 2024, 2:00PM (2 days ago)to ***, bcc: me Greetings,I desired to update you regarding the professionalism of your maintenance person. ****************** came by during Saturday morning with unidentified plumbers in an unmarked van stating they were plumbers. I gave them all booties to enter. One of them entered and looked around. ****************** stated that he would come back with an update and never returned with an update. In fact, he knocked on my door two minutes before the "plumbers" appeared. This is the second time that I have not received notice before a third party service was rendered. In fact, two weeks ago when he snaked my sink and tub he left a mess for me to clean. He is a nice guy but I don't know if he has been taught how to render customer service which is why I did not complete the customer service questionnaire lately. I am utterly with the latest jobs completed by him and I am still waiting for him to replace my son's faucet that has been leaking since June 22. Also, there is a hole in the wall from Friday and leaking in the wall in the pantry. Please advise.Best Regards,************************* My foyer closet is torn apart along with water damage in that wall and the adjacent laundry wall. The maintenance diagnosed it as the condensation log was clogged and it was cleared ; however, is the **** system connected inside the walls? I am requesting a certified plumber, not unidentified people in unidentified vans to diagnose the problem effectively so it will not happen again. I have items that are sitting on my porch that have been misplaced because of this issue for a week and I am still waiting on the faucet replacement (leaking faucet) that was submitted as a service request for two weeks.

  Business Response

  Date: 07/23/2024

  The apartment has moisture intrusion from a clogged condensation line.  The line was clogged in the unit above this residents apartment.  We had a certified plumber come in and inspect the unit to ensure there were no other leaks that could have caused the water to leak in this apartment.  They confirmed that this was due the condensation line leaking.  We also had our painters come in and repair the walls the needed to be cut out and they were replaced with new drywall.   We also had to remove carpet and padding in the areas that suffered water damage.  The resident received new vinyl flooring in the places we removed the carpet/padding. Both our maintenance supervisor and I have spoken with the resident to makes sure that repairs were to her satisfaction. The resident confirmed that all was taken care of and even commented on how good the floors look with the new vinyl. The service request was completed and closed.  

• Initial Complaint

  Date:07/02/2024

  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.

  Hello,My name is ****** ***** and I am a resident at ******* at *************. I have been in constant communication with apartment management, maintenance, and other staff regarding a serious mold issue that has been putting the health of my family in jeopardy. I have formally requested back rent via Better Business Bureau complaints, but was told to email directly.Simply put, we reached out after finding mold on May 18th and the issue was not addressed to the fullest extent and a pipe from our hot water heater ruptured a few weeks later after maintenance told us that they would return to resolve the leak causing the mold. This never happened until the pipe burst, pouring hot water everywhere. It takes ***** hours for mold to spread, and it undoubtedly did. A few days after the water damaged our apartment, we began to find mold everywhere. We tried to turn the air on, but it was still broken from when maintenance had not fixed it last fall. Because of this, all weekend, we were told to live in a hot, humid, and mold-filled apartment until they could come and take a look at it Monday. (The mold was found everywhere on Friday, and they sent someone out to temporarily fix the ac- it did not work and fans that were on to attempt in cooling off the apartment just spread the mold spores everywhere). Apartment management came in on Monday and knew immediate action needed to be taken.We are formally requesting 2 months of back rent. We have to throw away most of our furniture. Personal items have been absolutely ruined due to negligence of staff and their inability to respond to health-compromising issues at a timely pace and prioritizing level. It feels even more unfathomable that we were essentially told to put our health aside wait until the next business day when this was happening at such an extreme level.If our request is not met, we will be responding with legal representation.****** *****

  Business Response

  Date: 07/03/2024

  
  Dear **************,
  
  Thank you for reaching out regarding your recent concerns regarding the issues in your apartment at Reserve at **************
  
  Upon reviewing the situation, we understand the distress caused by the recent incidents. Our records indicate that once we were made aware of the situation, our team responded promptly to address the issues with the hot water heater and the air conditioning unit. However, we did not find any record of a work order from May 18th indicating you making us aware of an issue in writing as outlined in your lease agreement. 
  
  We regret any inconvenience you experienced however we feel our management and maintenance teams took immediate action upon being informed of the situation by not only placing you in a guest suite but also transferring you to a new apartment rather than waiting for your apartment to go through remediation. 
  
  Regarding your request for reimbursement of two months' rent, we are unable to accommodate this request. Our team is committed to promptly addressing maintenance concerns as they arise, and we have taken steps to prevent similar incidents in the future.
  
  We appreciate your understanding in this matter. If you have any further questions or need additional assistance, please do not hesitate to contact us directly.
  
  

• Initial Complaint

  Date:06/27/2024

  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.

  We lived in the meridians apartments until 09/15/23, it was the most horrendous experience we could ever had, we thought that after signing a DNA with Pegasus and moving out our problems with these awful people were gone, but thats not the case.After trying to apply for a new home we just found out me and my husband have a DEBT ON COLLECTION from this awful apartment community and everything on the hands of this awful group named PEGASUS. When we moved out and after handing the signed DNA we paid the amount of rent due on a check for $667, and now it seems this money its gone. I need someone to reach me back as soon as possible.

• Initial Complaint

  Date:06/27/2024

  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.

  Property manager is unresponsive to the extent that it is costing me more and more money. Had to call corporate and fill out the contact form, no response. When you call corporate, the autodialer does not read responses correctly so it intentionally sends you in a loop. The more I learn about Pegasus, the more its clear why both former tenants and former employees have sued. If you dont actually want to actually run the buildings you buy, then please sell them. Youve caused enough harm as it is

  Business Response

  Date: 07/01/2024

  The complainant was notified of the non-renewal of her lease and was required to vacate the property by May 21, 2024. Despite this, she has not vacated the premises and is now in holdover status. We have been attempting to terminate the lease with the complainant, but she continues to reside at the property, leading to an increasing balance each month.