Business Profile

Property Management

Pegasus Residential, LLC

Headquarters

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Complaints

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

Customer Complaints Summary

99 total complaints in the last 3 years.
40 complaints closed in the last 12 months.

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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:01/01/2024
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.
For several months, as a resident of the Hawthorne Gates community, in ******************, **, which is managed by Pegasus Residential, based in **********, **, I have been subjected to constant noise violations that are being produced by the resident located directly above my unit. I am in apt. 104, and the offending unit is apt. 117. My communitys Property Manager nor any executive at Pegasus has addressed or resolved this ongoing issue, which must result in nothing less than an eviction of the offending tenant.
Business Response
Date: 01/10/2024
We have received this concern in regard **** in Apt 104 & the disturbance he has reported from the resident residing above. We have requested recordings & other documentation that demonstrate the disturbance. **** has been unable to provide any recordings or documentation. Until we receive that there is no legal path we can take to address his issue. We inspected the subfloor in the unit above as well as to tried to recreate the disturbance. Our findings included normal apartment living. We have also provided other alternatives to **** such transferring to another apartment and releasing him from his legally binding contract. At this point our hands are tied until we are provided other documentation.
Customer Answer
Date: 01/11/2024

Complaint: 21082658

I am rejecting this response because:

Pegasus Residential has not provided a viable or realistic resolution to the daily noise disturbances. There is no way that I can provide documentation or a recording, as the noise is unpredictable and intermittent. I would have to run a recording 24 hours a day to be able to capture audio of the noise, which is not a realistic or acceptable request.
Furthermore, a move to another unit on the property is also not a viable alternative, as Pegasus has stated that they will not pay for the expense I would incur to move to another location within the community. I should of course not have to pay for such expenses, as this noise issue is not my fault.
Lastly, the release of my obligation for the remainder of my current lease is not an alternative, as I am presently unemployed, and unable to gain approval at a different apartment complex in the area.

Sincerely,

*********************
Business Response
Date: 01/23/2024
At this time there has been no chance with regard to the noise complaints. We have not received any substantial evidence to take action against the upstairs neighbors. We are happy to review any evidence presented should **************** provide it.
Initial Complaint
Date:12/26/2023
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been here for over 1.5 year and this is my 2nd year of lease. Ive always paid rent on time and been an excellent Tenant. *** had a few issues for home and I always had to be the one to follow up and at times it would take weeks for them to resolve the issue. Recently due to personal life changes, Ive been In a position where I cant financially afford to pay through the end of the lease. I let the leasing office know 3 months in advance and they dont cooperate or waive off the 2 month rent penalty policy on any basis. No one at the corporate answers. Multiple Voicemails left. No one reached out and Im in such a bad situation. No one has been helpful.
Business Response
Date: 12/28/2023
Dear **************,
We are sorry to hear that you are going through a rough patch in your personal life currently. Your lease states that you must give a 60 days' notice and if you are breaching your lease, there is a 2-month penalty for doing so. Unfortunately, we are unable to waive or reduce those fees. You have been told this by the property manager as well as the regional manager.
If there is anything further you need, please let us know. As a reminder, make sure we have a forwarding address for you, before vacating the premises.
Regards,
*************************
Customer Answer
Date: 01/03/2024

Complaint: 21058768

I am rejecting this response because:
No one has been responding to any of the calls or Voice mails which they promise to return within 48 hours and the 2 month Rent Penalty clause was sneaked in at the lease renewal without any warnings after the takeover. I was also notified of zero help by the manager after I had to walk in several times to follow up.

Sincerely,

*************************
Business Response
Date: 01/05/2024
Hi *******,
I have followed up with you multiple times regarding this request. Your lease, that renewed on 5/14/23 states that you must give a 60 days' notice and if you are breaching your lease, there is a 2-month penalty for doing so. Unfortunately, we are unable to waive or reduce those fees. You have been told this by me, as well as the regional manager. As a reminder, make sure we have a forwarding address for you, before vacating the premises.
*****************************
Initial Complaint
Date:12/07/2023
Type:Billing 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.
On December 2, 2023, *************************** and ************************* submitted an application for an apartment at ********************* at *****************, *******************************************************************, which is managed by Pegasus Residential. We paid a total of $470.00, which included a fee of $300.00 to hold the apartment for a move in date of January 12, 2024.On December 2, 2023, *************************** and ************************* received an e-mail from Real Page stating that we were preapproved with the following conditions: Receipt of payment, Proof of ************************************************************************************ full, and additional fee of half month rent. Attached hereto.On December 4, 2023, ***********************, who is our Community Manager at our current rental apartment, provided proof of positive rental history for the last 18 months. Attached hereto.On December 4, 2023, numerous phone calls and an e-mail was sent to *********************, which went unanswered. Attached hereto.On December 7, 2023, ***************************, who is a leasing agent at ********************* at *****************, called *************************** and stated that we had debt from ********* Apartment for $590.00 and *********** for $440.00. We lived at ********* in 2017. We will be disputing this debt with ******************** and *********** and Equifax. *************************** told us we were not entitled to a refund of our payment of $470.00 because the 72 hours expired. ******** and other agents at ********************* never discussed this disputed debt within the 72 hour time frame. ******** told us that the debt showed up on December 7, 2023. *********************** Manager ********* told us the debt should have been discussed earlier and not on December 7, 2023, which was past the 72 hours, which is past the time frame for a refund.********************* deviated from the 18 month of positive rental history criteria by using debt form approximately 6 years ago, which we are going to dispute. We were treated differently and they are keeping our money.
Business Response
Date: 12/18/2023
This person had not requested a refund from our property. We were under the impression they would be paying the debt. The refund has been processed and back-up is attached
Customer Answer
Date: 12/18/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***************************
Initial Complaint
Date:12/01/2023
Type:Order 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 inquired about a apartment for my son He did the application; the leasing agent said there is a DISCREPANCY. The application was denied. My son received a vague email with no explanation. We called for 2 days without a response. I visited the property again to determine it, I was greete, with a standoff leasing agent. Who blatantly said she couldn't release any information to me before I could even explain that my son is in **********, I called my son to rectify this situation. She stated the verification system used scanned his driver's license, and his name came in His name is correct on all documentation . She continues to argue stating she can't accept his driver's license. He offered to email/fax/rescan and even video call her to show proof, and she DECLINED. She refused to listen or except any type of verification he offered. He asked her to contact his employer to validate his employment and semi monthly pay and his LEGAL NAME. Then she stated his work hours are incorrect and that he can't work over 80 hours per pay period anything over is overtime. He EXPLAINED to her he is NOT PAID BI-WEEKLY, and he is paid SEMI-MONTHLY, and his time is pay period. He averages 110 hours per pay period which is 13 to 17 days per PAY PERIOD, so depending on the cut off date of the pay cycle for the 1st and 15th if OVERTIME IS NOT worked within the 1st part of the work week it carries over as regular pay so he averages 110 hours per pay period It's a regular work period . She kept saying per *****, anything over 80 hours is overtime. He lives and works in ********** and wants to move back to *****. The leasing agent is just rude and refused to provide any assistance or even a refund due to the system error that transposed his name upon intake. I am asking for assistance in this matter as soon as possible due to her rudeness, defiance, and reluctant and uneducated knowledge of semi-monthly pay periods, and refusing to accept his GOVERNMENT ISSUED DRIVERS LICENSE.
Business Response
Date: 12/04/2023
Please provide the property name and applicant name so we can better assist.
Customer Answer
Date: 12/04/2023
Application Name: **** D'********************************* Williams
Property Name: *********************
Business Response
Date: 12/15/2023
Pegasus Residential is not the management company for *************************************.
Customer Answer
Date: 12/17/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*****************************
Initial Complaint
Date:11/16/2023
Type:Customer Service 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.
NUMEROUS.in regard to Cottage Grove Apt in ************, ** I call, email & stop into office to request service request & NO one ever arrives to fix anything.i have 2 emails where the ************* states they are too short staffed & busy to assist ( NOT TOO BUSY TO CASH MY RENT PYMT THOU).Since January 2023 my rent amount has fluctuated ( THIS SHOULD NOT OCCUR ).Would also like to know what my processing fee is paying for ( CANT ASK CAUSE THEY ARE TOO SHORT STAFFED TO ASSIST).Also why did the processing go up $5?I also called the Pegasus could not get a hold of anyone.
Business Response
Date: 12/04/2023
Hello, please see the attached screen shots. There are no pending work orders in the system for **************. Everything that has put into the system has been completed. She kept asking for weather stripping for the door which was replaced.

Thank you,
Customer Answer
Date: 12/04/2023
Good afternoon;
"NO" I am not satisfied with the response.
No is available for assistance & emails are sent out from the Apt Ofiice stating they are busy & understaffed.
the Apt Mgr told me verbally on the phone to use the portal to request maintence & they never arrived. Then the Apt Mgr states NOT to use the ***************** getting survey request on the maintenance that was NEVER done.
pest control is something that needs to be be DONE regularly, & my unit is not done regularly as per my request.
MOST of all , why is my Rent fluctuating, see below
******* on 11 6 23
1140.21 on 10 5 23
1117.08 on 9 5 23
1135.51 on 8 7 23
1144.01 on 7 7 23
1171 MONEY ORDER on 6 1 2023
1073.55 on 5 3 23
1075 MONEY ORDER 3 31 23
1070. MONEY ORDER on 3 4 23
1125.48 on 2 6 23
1054.95 on 1 4 23
*********************
Initial Complaint
Date:10/31/2023
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.
My biggest issue has been the dereliction of duty with property management. There have been a slew of issues I've had to address and this is just the latest one. ******************* (under Pegasus Residential) recently signed something with TICO for an insurance waiver program. Those that wanted to opt out had to provide a pdf of their renter's policy to waive the ***** a month fee. When I reached out to ***** ******* (who is my property manager) a month ago about TICO, she did not respond back. I was confused about it and there was no proper explanation except a vague email. Finally yesterday I sent another email and she responded today with the aforementioned TICO issue. I did what I had to do and **** confirmed it was accepted but ***** did not want to remove the fee. Then, when I tried to pay my rent, not only did they tack on the ***** fee, it went from **** to ****. And no one answers the phones at any office and they lock the doors to not speak to residents. When you email, you get late or no responses and it feels like they are more for profit than the livelihood of the residents. And I'm at the point where I want to take legal action. So I'm here to ameliorate the situation even though I know that the people who work there are just not qualified to do their jobs. And it's SUPER frustrating and really drains the energy. They just don't like interacting with residents. So why are you working somewhere that requires you to use interpersonal communication skills if you don't have any? I'd like for my rent to be fixed and the fee of ***** to be taken care of. And I want these employees to pick up the phone, do their jobs and educate themselves with the tasks they are required to do. And if they are not qualified, Pegasus should hire someone that is qualified to do so.
Initial Complaint
Date:10/23/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This is an apartment complex which I have been living in for 5 months now. Upon move in, my dishwasher didnt work, my cabinets were falling off the wall one of which fell on my head, and the water dispenser and ice maker on my refrigerator was broken. I submitted maintenance requests in but nothing has been fixed. They advertised their pet fees on their website and charges me for 2 pets when I only had 1. In addition, ******************* the property manager here at the District has been extremely rude and unprofessional when I mentioned these things. She gets angry very quickly and will not calmly cooperate with my needs. I also had my car broken into in the parking lot right in front of my unit, and when I mentioned it to ***** she brushed it off like it wasnt a big deal. I have **** dollars worth of damages to my car and I have not been able to get to work on time due to me and my girlfriend having to share 1 car. In addition, ***** is trying to force me to pay her **** dollars to move out and will not compensate for any of the problems we have had. Staff in general is very rude and unwelcoming.
Business Response
Date: 10/30/2023
In regard to the work orders - Ive attached the history of work orders for this unit as well as the inspection report which was signed by both lease holders at time of move in. There were no issues listed on the inspection sheet at the time of move in. **** (leaseholder) placed a work order for the ice machine on June 6th and our team repaired it the following day. The second work order reported by ****** (leaseholder) was for the smoke detector which was reported to us on August 4th. This was completed the following day. The third work order was placed on October 9th by *******************, property manager, when **** came into the office to report these issues. When maintenance tried to enter they were denied access by the residents because they stated they were moving out.The residents never reported issues to us about the other items listed until October 9th and they denied our entry and would not allow us to make any repairs.
Regarding the pet fee - Ive attached a quote before they applied, as well as their signed lease agreement and their pet addendum which outlines the price they were charged and paid. Additionally, on their leasing application they listed that they did not have pets. Our property website does not list the pet fees, **** found a $300 pet fee price listed on a third-party website that we do not manage. Since then, we have reached out to that company to revise the fees. You can see on the quote sent to them, to which they applied, it clearly states our pet fees and pet rent.
In regard to their vehicle break in - We completed an incident report which is our standard practice and notified our courtesy officer to keep an eye out on property for any suspicious activity. We encouraged the residents to file a police report and contact their insurance company. We do not guarantee a crime free community, as crime has no address. We were very sensitive to the fact that this was a stressful situation and handled it with the utmost care and assisted as best we could. We refer criminal matters to the authorities.
Regarding the move out - The lease agreement signed by the residents ends on 8/5/2024. The residents decided to terminate their lease early and was given two different options for terminating their lease. They chose to pay rent until the apartment was reoccupied or until their leases ended whichever occurs sooner. This was an option that the resident chose. They also had an option to settle their lease and pay a termination fee equal to two months' rent.
At this time, there is no money owed to this resident. All items were attempted to be addressed, and they chose to terminate their lease early.
Initial Complaint
Date:10/19/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In August, **********************, called expressing different concerns. They accused me of pouring oil in the drain at the car port, which I did not do. I advised them that it was coolant, which is essentially distilled water! I asked them to remove the $1800.00 charge they are pinning on me for repairs as the drain did not clog because of me. I was talked down to like a little kid, and even asked if I was done talking yet by a MANAGER. Their efforts to resolve the matter were horrible. I offered to provide proof of my receipt of the coolant that was purchased the day before, which she said she didnt care to see. I asked why do they believe I poured oil her response was our maintenance guy saw you at that time I advised her, maintenance was not close enough to see any contents of what I poured and reiterated again that it was only coolant(distilled water) which could not have clogged the drain. I advised that it is wrong and unethical to accuse me of something based on word of mouth without any proof. I dont understand how an assumption of what contents were poured can be made without him actually seeing the bottle. I feel as though they are pinning a repair on me that had to be done anyway. When I advised my dishwasher clogs frequently they ignored that and continuously stated they were not removing the charge. I called corporate that same day, left a voicemail & filled out the contact form on their site. The voicemail stated I would receive a call back in 24/48 hours.A whole month went by before anyone acknowledged my previous calls and emails. When I finally spoke to someone, I spoke to ******** in corporate she said she would call the next day with resolution because someone higher up then her was too busy to look into it that day, over a week has passed since the call with ******** and *** called 5 times with no answer or call back . This charge has likely been sent over to collections because I refuse to pay for something I am not responsible for!
Business Response
Date: 10/25/2023
Firstly, we appreciate you bringing this event to our attention. We do have subsequent evidence and validation of the charges on your account. We are happy to have a further conversation regarding the event and charges if you would like to email ********************************.

Thank you,
Customer Answer
Date: 10/25/2023

Complaint: 20754164

I am rejecting this response because I have been reaching out to corporate since August, calling and leaving voicemails as requested and filling out the contact for on your site. It was 2 months later when someone finally returned my call, and promised a resolution/follow up a day later which I never got or heard from her since then. I would definitely love to further discuss the said validation of the charge. However, I would hope Im not sending another pointless email that doesnt get responded too like the rest of them.

Sincerely,

************************
Business Response
Date: 10/25/2023
We understand your frustration and I can ensure your email will be responded by myself, timely.
Thank you,
Initial Complaint
Date:10/05/2023
Type:Delivery 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 received my keys and signed my lease for this newly built property (****************) by Pegasus Residential on Monday, October 2nd around 330p. I notified the office on Tuesday morning Oct 3rd that I had no hot water throughout the apartment. I was told by ******** that she would contact the vendor and plumber to take care of it. I reached back out to the office staff and was told by **** that an order was created to resolve. As of today, Oct 5th, they're still unable to give me an ETA for the repair. I need hot water to function and need to file a claim against them.
Business Response
Date: 10/25/2023
We have reviewed the claim and want to provide a recap on the timeline of her repairs. The work ticket was submitted by the resident to our office on 10/3/23 at 12:01 PM. Due to the newness of the hardware within the home any necessary repair to it, if needed, would require that the warranty provider satisfies the repairs. The Maintenance staff is firstly required to assess the hardware prior to us sending over warranty requests for repair, as it could be a simple fix or connection issue that would pose no exception which could cause the warranty to be voided for non-compliance. My maintenance supervisor took point on this request and visited the unit to assess the issues at 3:22 PM on the same day (10/3/23). Upon inspection, he immediately notified us to confirm that repairs,beyond the few acceptable procedures allowable by the warranty terms, were needed. The service request was placed with the provider for warranty repairs on 10/3/23 at 4:49 PM by my Assistant Manager. When we didnt receive confirmation of a dispatched technician within a reasonable time frame, she followed up again on the afternoon of 10/5/23 for a status at 3:45 PM. We received confirmation that there were excessive tickets placed with the provider which presented delays and the provider arrived onsite to correct this on the morning of 10/6/23 and started work within the apartment home at 9:27 *********** were confirmed to be completed and tested. No further contact was made by this tenant to contest the warranty providers attestation.
Initial Complaint
Date:09/22/2023
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 gave a security deposit of $500 to ************************ in June or July 2022. At the time, ************************ was managed by ******* and ****. In February of 2023, Pegasus Residential took over as the management of the ************************ in ************, **. We did not receive our security deposit then. We also never signed anything regarding a change of lease policy or that our security deposit no longer existed. When they took over, we called and told them about the existing maintenance issues in our apartment, which included but were not limited to: mold in the bath/shower, warping of counters, open mold in the kitchen as a result of a tub leak, bathtub leak. None of these issues were properly dealt with. They resealed the tub in July 2023, about a month before we were supposed to move out. We moved out August 10th, 2023. I have tried calling the leasing office at Cottage Grove requesting our security deposit back, as well as request a move-out walk through with a member of maintenance to see the things that they were going to deduct from our deposit. I was told that it wasn't a requirement of them to do such, so they wouldn't. In regards to the security deposit, I was told to contact Pegasus Residential directly, so I asked for a phone number, and was hung up on by front office staff. Not only have they handled management of the property horrendously, but they have no regard for their residents.
Business Response
Date: 09/29/2023
Hello, ****************** was contacted about her Security Deposit. It was only $350 ** that was paid to ******* and ***** in 2022 at her move in. There was a final water bill that was a little over $67 that was deducted from her amount. They did not leave a forwarding address so when they Security deposit refund was sent out it was sent to their old address and set to be forwarded to any new address, they placed with the post office if they had done so. I attached the final account statement that was sent to them via email. You can see they did not respond with a new address after the *** shows where the money was being sent it. There were no additional charges that were added to her account for any damages or anything of that sort.
Thank you,
****************
Property Manager

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Pegasus Residential, LLC is NOT a BBB Accredited Business.