Complaints

This profile includes complaints for Preferred Apartment Communities, Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Preferred Apartment Communities, Inc

  3284 Northside Pkwy NW STE 150 Atlanta, GA 30327-2282

• 

  Reserve at Summit Crossing

  1055 Summit Overlook Way Cumming, GA 30041

• 

  Sweetwater Creek

  100 Preston Landing Circle Lithia Springs, GA 30122

• 

  The Brooke

  2500 Shallowford Road Atlanta, GA 30345

• 

  The Ellison

  1650 North Roberts Road Kennesaw, GA 30144

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:06/29/2025

  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.

  On April 2, 2025 I applied to the Drexel for an apartment. I needed immediate housing and their system was experiencing issues which resulted in the delay of my application. I then withdrew the application and the 350 administration fee was the supposed to be refunded per the Manager I dealt with at the time ******* *****. I paid 450 but the 100 application fee was non refundable. She explained that if for some reason I didnt get the apartment my 350 would be returned in 30 days by check and it is June 29 and I still have not received my refund. I have called the office and spoke to a young lady who gave me the email for corporate, and I also contacted the manger who helped me and she informed me that she is no longer there. I also called corporate and did not receive a return call. It is well beyond the 30 days and Id like my refund as soon as possible. Id prefer that they have it ready for me to pick up in the *************** so that their no more delay. I hope you can help resolve this matter. I have been more than patient with this business. I received a refund statement stating I am due a refund from the on 4/7/25 but again I didnt get the refund.Thank you for your time and attention to this matter. Sincerely, ******* *****

  Business Response

  Date: 07/09/2025

  Hello *******,

  We hope that you are well and appreciate you reaching out to our Customer Support Team at **********************. We are following up in response to the received BBB complaint ID ********.

  Our goal is that every experience be a positive on and we do apologize for any frustration on receiving your refund check. After review, we have connected with the community team and accounts payable team for a status update.

  We've confirmed that your refund check has been received and endorsed. For your records, we've provided a copy of the check with the endorsement signature.

  If you have any issues, please feel free to email our Customer Support Team at ***************************.

  We wish you all the best on your home search!

   

  Thank you,

  Customer Support Team

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

   

   

   

   

  Customer Answer

  Date: 07/09/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I received the check a few days ago. Thank you for your help with this matter.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:06/03/2025

  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 applied to one of the communities from PAC, was denied because I was told conflicting information by THREE different people working in the office at their property, The *****************. I spoke to the manager of The *****************, ****, who stated she would give me a full refund for my ****** application fee because of the miscommunication from her leasing agents. This was allegedly refunded on May 12, 2025. I was told it would take 7-10 business days to be mailed to me. It is now June 3, 2025 and I still have not received my refund. I have left several voicemails and emails with both the ***************** property directly and ************** requesting an update. So, I am now going public with my issue in hopes to get some resolve. GIVE ME MY MONEY BACK SO I CAN MOVE ON WITH MY LIFE.

  Business Response

  Date: 06/23/2025

  Hello Rainna,

  We hope that you are well and appreciate you reaching out to the Customer Support Team at Preferred Apartment Communities. We are following up with you regarding complaint ID 23412875. 

  After review, we have confirmed that the requested $450.00 refund check was mailed to and endorsed by you. We've provided an attachment to this complaint of the requested check.

  We apologize on any delay receiving your refund check. Delivery timeframes are largely dependent on the postal service.

  If you have any issues, please don't hesitate to reach out to us at [email protected]. We wish you all the best in your home search!

   

  Thank you,

  Customer Support Team

  Preferred Apartment Communities

• Initial Complaint

  Date:05/10/2025

  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.

  I am pursuing my security deposit from ******************* apartment community. They have recently changed management companies from ************* to PA/C management companies. This new management company is horrible. I have moved and addressed all things related to my lease and move out. My lease ended as this new company begin to take over. They have lost and misplaced my documentation. They have made felonious charges to get and keep my money. I have another friend that has recently moved out and received all of their security deposits. The apartment community is trying to charge me for damages that I would not be aware of. In addition, I never received a closeout walk-through as stated in my lease agreement. I have pictures showing the manner I left the apartment and completed all things according to my lease in the time stated. I am seeking $400 out of the $500 deposit that I paid prior to move in. Lets go through the charges.* Window latches- *Fridge Grill- *Valet ****************** Replacement- . *Floor Repair-Documentation is provided. I have not received my refund within the 30 days stated and now approaching 60 days.

• Initial Complaint

  Date:04/27/2025

  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.

  We had autopay set up for our monthly rent payment. One of our roommates moved out and canceled his autodraft payment. The new room mate set up autopay successfully. According to the online portal, the rent payments from all room mates were paid on time. Two days later, the portal notifies us that none of the rent payments were accepted. After several calls and emails, we finally found out that we had to purchase a money order to make the rent payment in person. We went ahead and did that and paid a late fee. Ever since that month, the apartment complex will not allow us to set up autopay again. We must purchase a money order and hand deliver it to the office. This doesnt make sense, is frustrating, and no one will help us to move past this issue. We have called, emailed and gone to the office and talked to several different people about this inconvenient situation. No one has been able to help us resolve this after several months.

  Business Response

  Date: 05/12/2025

  Hello ******,

  We appreciate you reaching out to us at Preferred Apartment Communities. We are replying in response of complaint ID ********.

  We apologize for any difficulties and frustration you have encountered. We have connected with the team at Sorrel regarding your desired resolution of having autopay re-instated on your resident profile.

  After speaking with the community team, this should now be resolved per your request with the ability to resume autopay. Our team has also confirmed that an *** was removed from your profile as well.

  If you have any questions, please don't hesitate to reach out to us at ***************************.

   

  Thank you,

  Preferred Apartment Communities

  Customer Answer

  Date: 05/12/2025

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

• Initial Complaint

  Date:04/12/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently moved out of the Retreat at ********* property in ******, **, and I received a charge that I shouldn't have. My unit flooded last summer because a sprinkler in the restroom burst spontaneously. It was a rough experience, but I remained patient through it. Now that I've moved out, I received a list of move-out fees and one of them mentioned $280 for "Drywall repairs". The rent office told us that it was placed there due to holes in the walls. The holes that they are referring to are small squares holes located in the areas that were flooded. The vendor they sent into our unit to dry the floor and walls put the holes in when they were testing for moisture, but the rent office is telling us that we need to pay for it. I don't believe this is fair, and I would like to escalate the matter to the property OWNERS. Thank you. SALON AND ******** ****** ******************************************

  Business Response

  Date: 04/23/2025

  Hello Salon,
  
  We appreciate you reaching out to us at Preferred Apartment Communities and are responding regarding complaint ID ********. Weve connected with the community team at The Retreat at **********
  
  After review, it was noted that the contractors completed necessary repairs within your unit 10-10207 as of May 2024. Once the repairs were completed, it was noted on your file that no additional communication or service requests in relation to the drywall were submitted to our team regarding outstanding work or additional repairs through the remainder of your tenancy ending on March 17th, 2025.
  
  It was noted that the only work orders submitted by your unit after the contractor repairs in this time period were regarding pest control, appliance requests, HVAC, and issues pertaining to an exterior door lock which were all promptly resolved by the service team.
  
  The communitys general manager has also been in recent communication with you as of early April 2025 regarding this charge and expressed based on the images provided by the contracted painters after your move-out, it could not be determined that the damage charges you incurred were based on the flooding incident from May 2024. It was also communicated with you that the vendor confirmed that moisture meters do not require a hole to be cut into the wall.
  
  If you have any questions, please feel free to contact our Customer Support Team at ***************** We wish you all the best in your new home.
  
  
  Thank you,
  
  Preferred Apartment Communities

  Customer Answer

  Date: 04/23/2025

   
  Complaint: 23194667
  
  I am rejecting this response because:  YOUR ACTIONS ARE UNJUST.  I HAVE NOT RECEIVED ANY COMMUNICATIONS.  LET ME GIVE YOU MY COMLAINT AGAIN. 

   

  To Whom It May Concern,
  
  
  THE COMPANY FEELS NO SHAME. NO CONVICTION OF THE HOLY SPIRIT FOR TAKING MONEY FROM US FRUADULENTLY.  A ACTION THAT WAS LED BY CONSPIRACY TO STEAL. IF MONEY CAUSES YOU TO LOOK MORE LIKE THE ***** A THIEF ***** ROBBER AND YOU REFUSE TO ACKNOWLEDGE IT THEN SOMETHING IS SERIOUSLY WRONG. 
  I am writing to formally express my deep concern and disappointment regarding the dishonest and unethical conduct of **************************** ********* at The Retreat / PAC Properties. I have never experienced such a blatant lack of integrity from a landlord in all my years of renting.
  After moving out of the apartment located at RETREAT AT ********* , we were unfairly charged for damages that were not caused by us, but by contractors hired by the landlord. The unit sustained water damage THAT CAUSED FOR TESTING OF THE ***** FOR WATER DAMAGE USING A TOOL THEY USED TO INSERT IN ***** CARPET ETC. THEY HAD TO PUT HOLES IN THE ***** IN THE **** OF THE WATER DAMAGE. AND THEY TRUFULLY KNOW THAT THOSE visible holes WERE left THERE by their own workers. These damages were clearly not our doing yet we were held financially responsible. BUT TO SNEAKLY STEAL MONEY FROM **; INSTEAD OF SHOWING INTEGRITY, THEY USED THE "THEY DIDN'T TELL US THAT THE CONTRACTORS DIDN'T COMPLETE THE ***** WOW. 
  Despite our attempts to communicate honestly and in good faith, we were met with deception and indifference. My 25-year-old son, who worked remotely from the apartment, was repeatedly disturbed by their contractors even after we specifically requested contactless visits. One contractor not only ignored our request but also attempted to force my son to assist with manual labor, including removing the carpet from his own bedroom floor. These actions were completely out of line and unacceptable.
  To make matters worse, we were denied accommodations during repairs, even after explicitly asking for assistance due to the uninhabitable conditions. Eventually, they offered a mere $150 for food and suggested a model unit with no Wi-Fi knowing full well that Wi-Fi was essential for my sons remote work. This was not only disrespectful but entirely impractical.
  We also experienced property DAMAGES to the flooding our furniture, and personal items were damaged, including  SOME stained with red mud from the sprinkler system. Their workers repeatedly unplugged our security camera when we were not present, raising serious concerns about transparency and accountability.
  Despite having evidence including video footage of their contractors actions and the condition of the apartment, we were still blamed and charged. We did not have renters insurance, which we acknowledge; however, the lack of integrity shown by this landlord and their refusal to take responsibility for their own contractors damages is inexcusable.
  This letter serves not only as documentation of our experience but also as a formal complaint. We are exploring all available options to seek justice, including legal and public recourse, to hold this landlord accountable for their behavior.
  
  
  PLEASE NOTE: ENCOUNTERING ****** IN THE RENT OFFICE WAS LIKE ENCOUNTERING A UNSEEN ENEMY. SHE IS ONE OF THE REASONS I MOVED. I CANNOT BE IN A PLACE WHERE I HAVE TO DEPEND ON PEOPLE FOR NEEDS THAT DO NOT CARE. OR THAT MAKES MATTERS WORSER. I HAVE FOUND A SENSE OF UNKINDNESS ON ANOTHER LEVEL. RUDE BEHAVIOR IS POLLUTION.   

  BUT ONE QUESTION. IF I WOULD HAVE CALLED TO TELL YOU THAT YOUR CONTRACTORS DID NOT COMPLETE THEIR WORK; WE WOULD BE GETTING BACK OUR FULL DEPOSIT RIGHT?  YOU COULD HAVE SAID ACKNOWLEDGED THAT THE CONTRACTORS DIDN'T FINISH THEIR JOB. AND DID THE RIGHT THING BEFORE THE TRUE LIVING GOD. BUT YOU CHOSE TO SCAM US. THANK YOU. 
  
  RESPECTFULLY,
  
  SALON ******
  

  Business Response

  Date: 04/30/2025

  Hello Salon,
  
  We appreciate you reaching back out to us at Preferred Apartment Communities and are following up in response to complaint ID ********.
  
  We have spoken with the community team at The Retreat at ********* and have confirmed the following:
  
  Our community team made all attempts to ensure a contactless visit. Due to the nature of the repair work needed and the use of contractors, unfortunately the repairs could not be completed contactless. While we understand there was a resident in the unit that worked from home during normal business hours, our team offered the amenity space and free wi-fi within the clubhouse so that the vendors could complete the repairs in an efficient and timely manner without interrupting the residents during business hours.
  
  While we understand you expressed displeasure with the first two contractors utilized, our team went as far to acquire a third contractor to ensure that you were as comfortable as possible.
  
  After connecting with each of the three contractors, it was confirmed that no contractor requested assistance from any resident within the unit regarding the repair work, including moving of the carpet.
  
  In addition, of these three contractors, none intentionally tampered with any in-unit security cameras. If electrical appliances were unplugged, it was due to the nature and proximity of the repair work taking place.
  
  The general manager of the community made every attempt to accommodate you when it was expressed that you did not maintain a rental insurance policy. It is highly recommended that every resident maintain a rental insurance policy that can potentially cover additional expenses such as accommodation costs and replacement costs for damaged property. The general manager offered the model unit, as well as the amenity spaces and wi-fi. The general manager also provided a gift card to cover food expenses in addition to waiving any potential utility costs incurred from the repair work.
  
  The contractors confirmed they completed all necessary repairs and had restored the unit. At no point from the time the repairs were completed to your move-out was it communicated to our team that work was unfinished or that you were unhappy.  If our team had been made aware that it had not been completed, it would have been promptly addressed. Due to the length of time that transpired between the repair work to your move-out date, almost a year later, we are unable to attribute the damage charges to previous contractor repair work.
  
  
  If you have any additional questions or require additional assistance, please dont hesitate to reach out to us at ***************************.
  
  
  Thank you,
  
  Preferred Apartment Communities 

• Initial Complaint

  Date:04/10/2025

  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.

  Siince 10/21/2024 I have been trying to remove my dog out of the lease. I have been back and forth with emails and calls trying to solve the issue as the lease is under my daughters and I and am the one who pays her rent. It was time for a lease renewal I had received the new lease and still the dog was showing up with the 25 dollars monthly payment they said that they had submitted and removed it but that they would email the person responsible to make sure this was correct, then another email came telling me I had to sign the renewal paperwork so I looked again and sure enough the dog was still on the lease, so I contacted the office again and spoke to ***** at this time I had already apoken to her and **** and ***** and all promised they will fix it. on 11/1/24 they had to do a "animal addendum" she stated that it would be the easiest way to fix the issue so a document was drafted and I had to signed it, my daughter has been also going to the office trying to fix the issues as I live an hour away. So then 2/1/2025 the new lease comes into effect and guess what I am being charged $25 for dog rent so I called and spoke to a new staff member that after viewing my account showed we had a dog and it was on the lease therefore I had to pay the $25 so I my daughter to stop at the office to address the issue, she goes to the office talks to **** and after a while they said it was fixed that I could log into the app and pay the rent so I did and to my surprise it had not been corrected and I couldn't make the payment because it wouldn't allow me to adjust it so I had my daughter go to the office they gave me a 50 dollars off for next rent due to the inconvenience since I hand to pay with a check then the same problem again on 3/1/ and 4/1/25 I went to the office on 4/3 spoke to **** he went to ***** came back with a business card and told me he would fix it I checked every day and Saturday last day to pay and it had not been fix and now I got an email with a late fee

  Business Response

  Date: 04/21/2025

  Hello,
  
  We appreciate you reaching out to us at Preferred Apartment Communities regarding complaint ID #********. Weve connected with the community team over the Retreat at ************* regarding your complaint.
  
  After review, it was noted as of early April that the desired settlement amount of charges totaling $166.70 was reversed from the resident ledger which included the late fee as noted in the complaint.
  
  We apologize for any inconvenience regarding pet fees and understand that this has been a frustrating experience. Our team has been working diligently to ensure the file is correct and has also ensured any erroneous pet fees have been reversed off of the ledger.
  
  If you have any additional questions or require any additional assistance, please dont hesitate to reach out to us.
  
  
  Thank you,
  
  Preferred Apartment Communities

  Customer Answer

  Date: 04/21/2025

   
  Complaint: 23186042
  
  I am rejecting this response because:there is no guarantee that next month will be the same issue as is exactly what it has been happening, there is no way of knowing until the first of the month when the rent due pops in the app to pay the rent I want a notarized document from the apartment complex stating this issue has been resolved and corrected including a formal apology included on the document as noted. Once the notarized document is received with the information requested and the next payment which will be 5/1/2025 shows the correct information and am able to pay without any issues then this issue will be solved until then I need this notarized document.
  
  Sincerely,
  
  *** ******

  Business Response

  Date: 04/28/2025

  Hello,
  
  We are following up to the rejected response regarding complaint ID #********.
  
  After review of your originating BBB complaint, our team at Preferred Apartment Communities has satisfied the disputed ledger charge totaling $166.70 and completed your desired settlement of a billing adjustment in this amount in regards to your original complaint.
  
  Though our team makes any and all efforts to ensure a seamless resident experience, system errors are an unfortunate reality in any industry and our team is making any and all attempts to rectify this issue in a timely manner and in communication with you.
  
  If you have any concerns, we encourage you to continue speaking with the staff in regards to your upcoming May 2025 rental charge. If there are any issues on the account, rest assured that our team will be in communication with you on a resolution.
  
  If you have any questions, please feel free to email us at ***************************.
  
  
  Thank you,

  
  Preferred Apartment Communities

  Customer Answer

  Date: 04/28/2025

   
  Complaint: 23186042
  
  I am rejecting this response because:
  I request a notarized letter as am not going to continue waisting my time attempting to communicate with the apartment staff as this is something that has been done every month with out success bringing me to contact the BBB, I requested a notarized letter stating that the problem is solved, including and truthful, apology, and the fixing of the lease stating that there is no dog so my daughter and myself sign the corrected lease with the acurate information will have to be made to the lease to , nothing has been done page #** on lease shows a dog which is incorrect and the letter of delinquency needs to be removed from my file both documents are attached
  Sincerely,
  
  *** ******

  Business Response

  Date: 05/07/2025

  Hello,
  
  We appreciate you reaching out to us at Preferred Apartment Communities and are writing in follow-up to the rejection of our response to complaint ID ********.
  
  After a thorough review, we confirmed that a system error had mistakenly applied pet rent to the residents account. These charges have since been fully reversed, and the pet has been removed from the system. As stated, our team makes all efforts to ensure a seamless resident experience, and system errors are an unfortunate reality in any industry. Our team has made all attempts to rectify this issue in a timely manner and in communication with the customer. We have also verified that no pet rent was auto-generated for the month of May 2025 to the customers ledger, and we are confident this will not be an issue moving forward as the issue did not continue as of May 2025.
  
  Regarding the delinquent notice sent to the customer in April 2025, we are unable to remove the documented notice to the customers file, as rent was not paid by the due date. Our team was informed by the customers daughter that she was unable to pay the full amount initially because her mother, ***, had not contributed her share for the month of April. The full rent payment was received on the 10th of April.
  

  Per the customer's desired resolution of the original BBB complaint, which we have satisfied, we reversed the late fee charges from April 2025 totaling $166.70 as a gesture of good faith and customer service.
  
  While we understand there is no longer a pet associated to this customer, the 'Animal Addendum' is a part of the lease agreement and is expected to be signed by all residents regardless of their pet ownership status as it details applicable fees and processes associated to adding and maintaining a pet within the lease agreement at our community. 
  
  If you have any questions, please feel free to reach out to us at ***************************.
  
  
  Thank you
  
  Preferred Apartment Communities 

  Customer Answer

  Date: 05/07/2025

   
  Complaint: 23186042
  
  I am rejecting this response because:
  they are giving false information and at no given time my daughter stated that I did not contribute to the rent and that's why the payment was late I have attached all this prior showing my interactions with the office and were attached when I filed the complaint I went in person and the office ***** assistant manager was very unprofessional and told me I could trash the check and actually he didn't state straight to my face he told **** the leasing agent to tell me this is getting I am the one that makes the online payment every month and transfers the money to my daughters bank account as I financially help her always have always will this is getting ridiculous and something needs to be done, I am attaching again the email from the office where clearly stated that the addendum was to remove the dog because it was easier which wasn't correct per the lease agreement that I also attached previously so no this issue is not solved the lease needs to be corrected and a notarized document stating the issue is aolved along with a written apology.
  Sincerely,
  
  *** ******

• Initial Complaint

  Date:01/09/2025

  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.

  Numerous issues I encountered during my tenancy at ********* Crossings Apartments that have significantly impacted my living experience and overall safety and comfort.Initial Move-In Condition: Upon arrival, I discovered the flooring was musty carpet, contrary to the faux vinyl wood flooring.I refused to move into the unit with carpet due to health concerns Forced Relocation: I moved to the original unit across the parking lot after faux hardwood flooring.Unresolved Maintenance Issues:The front door did not latch properly;The toilet was non-functional;The stovetop malfunctioned due to an improperly installed cord, which posed a fire hazard.I had to cook in another unit and carry food back to my apartment.Unauthorized Entry:A maintenance employee entered my apartment without notice, for a non-emergent request leaving my belongings in disarray.Leaking Window and Mold Concerns:A leaking living room window resulted in water damage, stained curtains, and puddles on the floor.The slab on the outside of the master bedroom window was removed for repairs, leaving my bedroom cold and exposing mold.I was informed that my apartment would be tested for mold after the repairs were completed. This not happened, and repairs were completed 1 month ago. Currently, I have two cracked windows with ripped screens and an 8 inch cut in the wall which were not repaired as promised.Flooding Incident:A neighboring units flooding due to unsafe tenant activities affected my storage unit. I spent considerable time inspecting and cleaning my belongings. These issues have caused significant inconvenience, stress, and additional financial burdens throughout my tenancy.I have concerns about ongoing exposure to mold, many problems remain unresolved, creating an environment that is not safe nor habitable.Given the extent of these issues and the lack of timely or adequate responses from management, I believe waiving the early lease termination fee in full is a reasonable and fair resolution.

  Business Response

  Date: 01/21/2025

  Hello ********,
  
  We hope that you are well and appreciate your reaching out to the Customer Support Team at **********************. We are writing in response to Complaint ID ******** received to the Better Business Bureau. We've connected with the team at ********* Crossing regarding your complaint.
  
  After review, the team at ********* Crossing has been in recent communication with you regarding next steps for a desired resolution. We encourage you to continue speaking with this team directly. 
  
  If you have any questions or need any assistance, you are welcome to contact our Customer Support Team directly at *************************** or at ************.
  
  
  Thank you,
  
  Customer Support Team
  **********************

• Initial Complaint

  Date:01/02/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My car was towed from this apartment complex when I was working with a client. I could not see the number on the parking spot when I first pulled into the space. My car was towed 3.6 miles and I was charged $276.50. I did not receive a ticket for a parking violation. This amount is outrageous. This occurred on 11/28/2024 (Thanksgiving)I would like my money refunded or at least half. The apartment complex indicates they are not involved with the amount charged. The towing company (**********************************) inform me it is a contracted rate with the apartment complex. Someone is making a nice profit off this process and in this case it was me!

  Business Response

  Date: 01/10/2025

  Hello ****,
  
  We hope that you are well and appreciate your reaching out to the Customer Support Team at **********************. We are writing in response to Complaint ID ******** received to the Better Business Bureau. We've connected with the team at ********** regarding your complaint. 
  
  After review, it was noted that the District Manager of the community has had a phone conversation with you regarding parking violations at the community and that you had expressed you understood the parking policies of the community.
  
  As a reminder, reserved parking spaces are numbered and parking in these areas is subject to towing and fines. In addition, City Vista has signage posted throughout the community stating that illegally parked and unauthorized vehicles will be towed at the owner's expense and that this policy is enforced 24 hours a day, 7 days a week.
  
  As you were parked in a numbered space that is reserved for another resident, your vehicle was towed, at your expense.
  
  Though contracted with our towing vendor, we do not receive monetary proceeds from their services at any time.
  
  As always, you are free to contact our Customer Support Team with any additional questions. We can be reached via *************************** or at ************.
  
  
  Thank you,
  
  Customer Support Team
  **********************

  Customer Answer

  Date: 01/10/2025

   
  Complaint: 22760809
  
  I am rejecting this response because:

  As I stated, I DO NOT live in an apartment within this community.  I am a care provider providing services to a client who resides there.  I could not see the number on the space when I initially parked.  I do acknowledge a conversation with  management (after I called twice) and am well aware of the conversation.  I never stated I agreed to the towing policy!  
  I have been at this community in the past and have not seen any postings providing information as to where vehicles are towed.  The only way I would have found my car was by the little note stuck under the back windshield wiper of the car in the space where I parked. 

  I am still furious about the charge to tow my car 3.6 miles.  
  And once again, I was informed this was a contractual arrangement between the apartment community and the towing company.  So who is not telling the truth. 
  I am requesting partial reimbursement for this tow.  I really do not care who provides the reimbursement.  
  
  Sincerely,
  
  **** ****

  Business Response

  Date: 01/15/2025

  Hello ****,
  
  We are following up on the rejected response per the Better Business Bureau. 
  
  While we understand that you are not a resident of **********, you were parked in the numbered, reserved space of a resident.  Signage posted in the vicinity of where you were parked clearly states Resident Parking Only, violators will be towed at owners expense.  Since you were parked in a numbered space reserved for a resident, your car was towed at your expense.   
  
  Please note that the signage does indicate the name and the contact information for the towing company (****** & ******* Towing, ************).
  
  As stated in our previous response, we do not receive monetary proceeds at any time for vehicles towed at our community.  Unfortunately we cannot agree to reimburse you for the towing charges.
  
  If you have any further questions, you are welcome to connect with our Customer Support Team at *************************** or ************.
  
  
  Thank you,
  
  Customer Support Team
  ********************** 

  Customer Answer

  Date: 01/15/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  I accept this only reluctantly because I still consider this an unethical policy and process. The amount charged for this tow is absolutely unacceptable. The Greentree police department also agree. 
  I did not see any signs in the area that would instruct me on where to call to find my car or to contact your office.again unacceptable.  
  You should all be ashamed of yourselves!!!! I cannot imagine I am the only individual appalled by the towing charge!!!  
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:12/17/2024

  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.

  On November 5th, I began an application to Adara Apartment Complex for unit 4106. I completed my portion, but my husband had just started his. A payment was requested, and I entered my card information. We were not informed of a time limit to complete the application, and due to his work schedule, my husband couldnt finish his part immediately. While I was out of town (November 6th9th), I received a call from Adara stating the application would be canceled because it wasnt completed. I explained we were still interested, but they required us to reapply entirely.I expressed concern about being charged twice, and ****** at ***** assured me the first charge hadnt posted and wouldnt. Believing this, I re-applied for the same unit and was charged another $310. Despite numerous attempts to resolve the issue with Adara, I was told the first charge couldnt be refunded. I even proposed applying the $310 to our deposit or first months rent, but these resolutions were denied. Frustrated, I disputed the duplicate charge with my bank, as we were charged twice due to Adara canceling the original application. On November 16th, I informed Adara we were no longer interested in the unit and canceled our application.On November 18th, I received an email at 11:33 AM MST requesting I contact Adara, followed by another at 12:18 PM MST stating my balance had been sent to collections. This left me no opportunity to respond. We were willing to pay the initial $310 but should not be held accountable for duplicate charges caused by Adaras actions.

  Business Response

  Date: 01/10/2025

  Hello ******,
  
  We appreciate your reaching out to the Customer Support Team at **********************. We are writing in response to Complaint ID ******** received to the Better Business Bureau. We've connected with the team at ******************* regarding your complaint. 
  
  We apologize that you ran into difficulties with the application process. After our team's review on your account, we have contacted our collections agency and have had the requested $310.00 balance removed from the account. The community's General Manager has been in touch with you regarding this matter.
  
  It was noted that you've both initiated and completed a charge back from your banking institution. We encourage you to review your bank statements to ensure that the $310.00 has been restored to your account in full. 
  
  While we understand your request of receiving no further contact from Preferred Apartment Communities, we are required by the BBB to respond to all customer complaints. Going forward, we will be happy to honor your request and would kindly ask that you mark this response as accepted opposed to rejected. Rejecting this response will prompt the BBB to require additional follow-up from Preferred Apartment Communities to you.
  
  As always, you are always welcome to reach out to our Customer Support Team who will gladly be able to assist you. We invite you to email us at **************** or call us at ************.
  
  
  
  Thank you,
  
  
  Customer Support Team
  **********************
  
  

  Customer Answer

  Date: 01/14/2025

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

• Initial Complaint

  Date:12/10/2024

  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 inquired about the refund of our deposit and they claimed it was sent on 11/22, I advised them that we never received it. When they sent us anything else they sent certified but not the refund, weve had nothing but issues. They keep saying wait due to the holiday, but I received all other mail with no issues. I emailed the property manager and she states the check was mailed and not cashed l, yet provided no solutions, and all she says is warm regards. I want it escalated and resolved so we never have to deal with this company. Telling us to call back if its not received, its already been 10 days and we have informed mail, so we see everything that we receive daily. I have received all other mail and not this. The property manager has stated the check has not been cashed, and its because we didnt receive it. At this point Id like it escalated. Im not happy that the employee still working there gave a resident she is friends with my personal information & has access to my account. The same resident whose boyfriend who works there who lied on video yet signed a false police report plead guilty to four citations and is now on probation for her unleashed dog attacking mine. I just want to receive my refund and not have to not deal with this company. I am over it, Ive been more than respectful and patient.

  Business Response

  Date: 01/03/2025

  Hello ******,
  
  We appreciate you reaching out to the Customer Support Team at **********************. 
  
  We are following up in response to your Better Business Bureau Complaint ID ********. 
  
  We've connected with the community team at The ****** regarding the difficulties you've expressed in receiving your refund check. After review, we noted that your refund was mailed to you within 30-days of your move-out. After speaking with community team, we've confirmed that you have communicated that you have both received and cashed this check. 

  If you have any additional questions or need assistance, please feel free to connect with our Customer Support Team via *************************** or ************.
  
  
  Thank you,
  
  Customer Support Team
  **********************