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

  7200 Peachtree Dunwoody Rd Atlanta, GA 30328-1619

• 

  Cambridge Apartments

  360 Piccadilly Sq Ofc Athens, GA 30605

• 

  Dwell at Carmel

  4012 Quail Forest Dr Charlotte, NC 28226

• 

  Nova at Biltmore Park

  300 Long Shoals Rd Arden, NC 28704

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

• Initial Complaint

  Date:09/07/2023

  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.

  We moved into this apartment building in the middle of the Summer. The building is completely mismanaged. There has been many crimes committed. Our car was keyed. The whole building smells like drugs, no security ever, dangerous building many break ins and car issues. We moved out due to our safety and this building does nothing too fix issues and is trying to charge us a cancellation penalty when there building isnt safe.

• Initial Complaint

  Date:09/05/2023

  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.

  The date of the occurrence starting happening July 31st and continued to August 31st. I live in one of the apartment complex that this company owes called ************** in ******. I have lived here for going on two years and I feel like everything that they do is them out to get money. The rent here is already high and everytime you turn around they putting another charge on the renters account. My situation this time is they charged me for two months of renters insurance on their own, when I paid for my own renters insurance through another company. I addressed them and told them I had renters insurance since before my renters insurance lapsed. They told me because they didnt know that I renewed they had a right to do that. I spoke with management and he refused to refund me money back to my renters account. I told them that was stealing money from residents. They put this on my account without any authorization from me to do so. Management told me he couldnt do anything about this situation at all. I reached out to talk with someone in corporate and no one has reached back out to me. I wanted to address this situation and go further because I feel like I have been treated unfairly in this complex, and I have been scammed out of a lot of money. I refuse to be treated this way and pay any extra money when I already pay a lot to live here.

  Business Response

  Date: 09/07/2023

  Attached is the current resident's renter's insurance policy, in question, which expired on 07/28. The RP charges are accurate for 7/31/2023 & 08/31/2023.
  We have reached out for an updated ** policy, however nothing has been received by our office at this time.

   

  
  

  Customer Answer

  Date: 09/08/2023

   
  Complaint: 20556216
  
  I am rejecting this response because:
  If you look at the updated copy of the renters insurance policy the dates are from 7/28/2023 until 7/28/24. The office has a updated copy of this policy. My insurance never lapsed in between the dates from last year until this year. I would like that amount credited back to my renters account.
  Sincerely,
  
  *******************

  Business Response

  Date: 09/08/2023

  Thank you for sending your renters insurance, this will be uploaded as of today 9/8/2023.  Thank you.

  Customer Answer

  Date: 09/08/2023

   
  Complaint: 20556216
  
  I am rejecting this response because: I would like reimbursement on my rental account for the two months that I was charged due to the fact that I had renters insurance at this time.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:08/30/2023

  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.

  I provided my 30 days notice to vacate my apartment at ************************************************************************ effectively to vacate on Sat., 15 July 2023. On 1 July 2023 I paid my full July rent in advance in the amount of $2,150, and vacated the apartment only 15 days into the month of July, expecting a half month refund of rent, to total $1,075.00 It has been 46 days since I vacated the apartment and have not received my rent refund in the mail. I have received in the mail my security deposit. On Tue., 29 August 2023, I emailed the apartment manager, *********************** of *************, *******, ** of this discrepancy, and have received no return correspondence on this issue.

  Business Response

  Date: 08/30/2023

  Hello ***,

  Your email that was sent on the 29th of August was responded to on the 30th of August.The amount paid for your July rent was $1,104 which was the prorated amount from July ****nd; your move out date. Your rent amount for full months' rent was $2,076, however, that is not what you were charged. In addition, a copy of your ledger was provided to you via email on the 30th of August. If you have any further questions, please reach out to me directly at glenmooroaks-****************************** -***********************, Property Manager

• Initial Complaint

  Date:08/21/2023

  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.

  Upon move into a Pegasus Residential facility (************** located in *********, **) I have had a number of safety and health concerns brought up to the management and have had many of these concerns blatantly ignored. When I moved in, my unit was missing a smoke detector in the main room, had an infestation of roaches, had missing drawers in the facility, ash in the fireplace as well as molding food left from the previous resident. I have had a number of work orders for things such as weather stripping and broken toilets be closed out without being worked on or addressed. I have complained to management several times regarding the trash collector spilling trash all over the stairwell. This has left food, random liquids and most recently, feminine products in the common area. We had trash accumulate for almost a week due to facilities not removing according to their schedule. I informed the staff on a Tuesday and when pickup did not occur that evening, I sent a follow up email the next day (Wednesday) and the staff blew off my concern. While trash did come that evening, only some of the bags were collected. Then, on 8/20/23 trash was spilled all over to include feminine hygiene products. I immediately put in a work order and emailed the office. The office told me this was "unacceptable" that our stairwell be left that way and then proceeded to close out the work order. When I asked about it later that day, ******* informed me she had no record of me submitting said work order. I guess it's okay to have to navigate tampons in a facility you pay $1600/month to live in.

  Business Response

  Date: 08/24/2023

  This complaint was filed on 8/22/2023 evening regarding trash in the stairwell with the office, and it was cleaned personally by the property manager the next morning on 8/23/2023. We have accommated this resident regarding her toilet, no other workorders have been entered for that. The weatherstripping is currently on backorder and she is currently awaiting on one door to be completed at this time. 

  No other workorders are entered to be addressed at this time. 

  Customer Answer

  Date: 08/24/2023

  Please note that this work order was submitted prior and closed. The ***Submitted work order was completed the next day, however, we are still waiting for the liquids causing smell to be removed. No ETA has been provided. 

  Business Response

  Date: 08/25/2023

  Trash in the stairwell was reported the evening of 8/22/2023 (Monday) and was picked up the next morning on 8/23/2023 (Tuesday).We do not have previous communications since my starting date of March of any previous complaints regarding trash. Resident was notified of this, and acknowledged the email, after creating this complaint. 

   

  Currently we have workorders open for weather stripping but they are on backorder as to why the workorders have not been completed yet. Her toliet was fixed months ago. We do not have any previous workorders or email od this resident complaining about infestation of pests in their home. 

  There has been a turnover of staff since the initial move in so I cannot speak to those listed items from move in. 

• Initial Complaint

  Date:08/10/2023

  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.

  My car was towed because of an administrative error at one of their properties. I was unemployed at the time and was unable to pay to recover my car; it is still in the lot. The manager I dealt with originally said he would get it fixed because I shouldn't have been towed and then emailed several days later changing his mind, contributing to the increasing tow price. I've tried contacting Pegasus about the matter twice and they've not responded, though their automated phone system promises to respond within 48 hours. Now the job that I have I may lose because I learned this week that I will need a personal vehicle for some future duties. Since it is because one of the Pegasus properties that I am in this situation, I would like for them to pay to release it since I am unable, but first I would like for all of them to explain why they refuse to respond to one of their previous clients for the stress that they have caused. Attached is proof of my attempts to comply with the new parking system they implemented that is not in line with the lease I signed and their lack of assistance and ***** in that process, as well as the emails my roommate, an attorney, and I sent to the Pegasus property manager that he intentionally avoided.

  Business Response

  Date: 09/06/2023

  On August 1st, 2023 the Property Manager reached out to the community National Parking representative, ******************************* about ******** vehicle being towed. ******** responded with the following statement:
  
  I was able to review the resident's account and the violation was a valid tow. Based on her user history, email/sms logs, and no payment history, she never paid for her parking permit. She created the account on 01/11/2023 and was approved on 01/12/2023,she was sent numerous emails/sms messages that she needed to make a payment and that she was charged a late fee. Then on 02/12/23 her vehicle was automatically removed from her account due to non-payment. Even though she scheduled her move out in the software, she didnt have a valid permit to park on the property. 
  
  On August 3rd, 2023 The Property Manager confirmed via email with ******** that ******* did not have a valid parking permit and was towed for failure to make payment. ******** responded correct.  
  
  The Property Manager notified ******* via phone that it was a valid tow. He instructed her that the best thing to do was retrieve her vehicle from *************** due to the daily storage fee. 

  Customer Answer

  Date: 10/09/2023

   
  Complaint: 20454467
  
  I am rejecting this response because:  

  I was unable to respond to the business on the website but I would like to respond and say they are misrepresenting information. I tried to communicate with the office about renewing a parking pass and received no help with doing so before the tow date. 

  
  

  When the property manager reached out to me about it, he said he would contact the tow company twice about the incident to get them to release my car and he never did. Even now my issue is less about the tow, as a kind stranger released my car for me, and more about the lack of customer service, blatant disregard/ignoring, and lying by the property manager and parent company. 

  
  

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

  
  
  

  Business Response

  Date: 10/17/2023

  We communicated with this resident on why her vehicle was towed and how to retrieve. Although the answer she received was not one that she wanted to hear, it was in fact communicated. She never paid for her parking permit, after multiple emails, texts, etc. She was given a 30-day grace ****** as well to make the payment, still to no avail. The property manager let her know that it was towed, and why, and how to retrieve the vehicle. I am not sure how else it could have been communicated. The manager did in fact call the towing company as was detailed in our first response. 

   

  Customer Answer

  Date: 10/17/2023

   
  Complaint: 20454467
  
  I am rejecting this response because:
  From the beginning, I included proof on how I tried to pay for it, even though it was late. I have the original emails and I believe I originally included screenshots. I explained to the property manager when this first happened in July what transpired and on at least two separate occasions we had phone calls where he said that he would be in contact with the tow company because at the end of the day it was a clerical issue in the system that I couldnt obtain a parking pass despite my efforts. The tow company never heard from him. I do not need any sort of assistance or contact from them or Pegasus because a kind third party retrieved my car for me. The purpose of my complaint is to let others know that both head property manager at the ************************ and whoever is working at Pegasus do not care about their consumers at the end of the day. They will ignore and lie in order to do their business, and I would like others to be aware so theyre cautious in picking a complex to live in. 
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 10/17/2023

   
  Complaint: 20454467
  
  I am rejecting this response because:
  From the beginning, I included proof on how I tried to pay for it, even though it was late. I have the original emails and I believe I originally included screenshots. I explained to the property manager when this first happened in July what transpired and on at least two separate occasions we had phone calls where he said that he would be in contact with the tow company because at the end of the day it was a clerical issue in the system that I couldnt obtain a parking pass despite my efforts. The tow company never heard from him. I do not need any sort of assistance or contact from them or Pegasus because a kind third party retrieved my car for me. The purpose of my complaint is to let others know that both head property manager at the ************************ and whoever is working at Pegasus do not care about their consumers at the end of the day. They will ignore and lie in order to do their business, and I would like others to be aware so theyre cautious in picking a complex to live in. 
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 10/17/2023

   
  Complaint: 20454467
  
  I am rejecting this response because:
  From the beginning, I included proof on how I tried to pay for it, even though it was late. I have the original emails and I believe I originally included screenshots. I explained to the property manager when this first happened in July what transpired and on at least two separate occasions we had phone calls where he said that he would be in contact with the tow company because at the end of the day it was a clerical issue in the system that I couldnt obtain a parking pass despite my efforts. The tow company never heard from him. I do not need any sort of assistance or contact from them or Pegasus because a kind third party retrieved my car for me. The purpose of my complaint is to let others know that both head property manager at the ************************ and whoever is working at Pegasus do not care about their consumers at the end of the day. They will ignore and lie in order to do their business, and I would like others to be aware so theyre cautious in picking a complex to live in. 
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 10/17/2023

   
  Complaint: 20454467
  
  I am rejecting this response because:
  From the beginning, I included proof on how I tried to pay for it, even though it was late. I have the original emails and I believe I originally included screenshots. I explained to the property manager when this first happened in July what transpired and on at least two separate occasions we had phone calls where he said that he would be in contact with the tow company because at the end of the day it was a clerical issue in the system that I couldnt obtain a parking pass despite my efforts. The tow company never heard from him. I do not need any sort of assistance or contact from them or Pegasus because a kind third party retrieved my car for me. The purpose of my complaint is to let others know that both head property manager at the ************************ and whoever is working at Pegasus do not care about their consumers at the end of the day. They will ignore and lie in order to do their business, and I would like others to be aware so theyre cautious in picking a complex to live in. 
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:07/28/2023

  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.

  I moved out of my apartment at *************** in *******, ** on June 18, 2023. On this day I gave the front desk receptionist my keys and fob. She stayed there was no one there to do my walkthrough. I sent in a video of the property prior to my exit with my forwarding address. I then later on received a final account statement on June 30,2023. As my 30 days approached I called and emailed ***************************** my last contact with them was July 27, 2023 I received an email from the front desk receptionist stated that she has reached out to the corporate accounting office and is waiting to hear back. I have called Pegasus several times and no one has answered nor returned my calls. Per ******* law the company has 30 days to return a security deposit or explain to the person why it hasnt been received and may be entitled to compensation up to 3 times the rent.

• Initial Complaint

  Date:07/25/2023

  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.

  As of 07/13/2023, I took possession of a unit I was not able to see prior to signing my lease as I was told my lease signing had to be completed prior to move in date, and that my unit was not ready to see, so instead I was shown a similar unit that looked nice.when I received my keys and walked my unit I immediately made note, took pictures and reached out to leasing staff who has had the slightest interest in rectifying the issues. the unit was filthy, the vents are full of built up mold and dust, the floors have glue from the improper installation of the new flooring, the dishwasher was improperly installed and holds water and leaks sometimes, the bath tub does not drain

• Initial Complaint

  Date:07/17/2023

  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.

  An employee entered our apartment without 24 hour notice. We left our apartment on Friday July 14th, 2023 at about 6:15 pm and returned by 8:30 pm same day and noticed an air filter propped up against our wall in apartment. The complex had done preventative maintenance about 2 weeks before and never installed our air filter. We requested a new one that fit and they dropped off another wrong fitting filter that day then no word from them until we show up back at our residence at 8:30 pm on July 14, 2023 to find that someone had let themselves in and dropped off a filter. The filter isnt the problem its that they let themselves in to our private residence. They couldve stolen anything without us noticing. Then when my wife went to talk to the front office people on Monday July 17, 2023 the apartment manager decided my wife was getting loud cause she was trying to talk from her office and then came out of her office and yelled at my wife. Totally unprofessional apartment management and something needs to be done about this situation.

  Business Response

  Date: 08/03/2023

  Thank you for sharing your concerns. We apologize for any misunderstanding regarding this occurrence.Our records indicate direct communication with the onsite team and apartment leaseholder regarding the status of the submitted work order. The comfort and satisfaction for all residents is our top priority. We invite you to reach out to us at ***************************************** for further discussion. 

• Initial Complaint

  Date:07/12/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After 2 emails and no less than 4 phone calls to the property, it's been 2 months and I still have not received a refund for my admin fee. ***** told me it could take up to 30 days for corporate to issue and it's now been 2 months. It's extremely frustrating and the lackadaisical response is unsatisfactory.

• Initial Complaint

  Date:06/27/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My name is *************************, ***** of ******** for *******************************. The *** paperwork is attached. My mother, ******************************* is a current resident of ************** Apartments in ***********. They offered $500-$1000 (there has been confusion on the amount, I believe it to be $500 that she is owed. When Greystar bought it I believe that's when it was bumped up to $1000) in resident referrals and my mother's friend moved in December 2022 under that bonus structure. **** was owned by Pegasus Residential at that time, my mother's lease was with them beginning April 2022-April 2023. Pegasus sold the apartment complex sometime in Jan/Feb to Greystar. Although ******** is still a current Sage Apartment resident, Greystar will not honor the referral bonus because it was a promotion by Pegasus and have told us we have to contact Pegasus to resolve. I have attached a full email trail from Pegasus beginning in December 2022 where they confirm her eligibility and note that while they're being sold, we should submit the paperwork before the sale so that corporate could be in touch with next steps to receive payment. We submitted all required paperwork including the W9 form on January 9, 2023. You will see in the emails where this was requested and received. We have had no further communication from Pegasus regarding the money owed. I have contacted them via email and telephone multiple times and you can only leave a voicemail, there is no one to speak to. They have not returned any phone call or email. Sage Apartments are specifically for senior citizens. This is outrageous to ask a 77 year old woman to track down a payment they OWE her for 6 months with no response. Please help us get the minimum of $500 owed as the current management will not honor the commitment and my mother is out at least $500.