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

• 

  Aldridge at Town Village

  3024 Hidden Forest Court Marietta, GA 30066

• 

  Overton Rise

  3695 Cumberland Boulevard Southeast Atlanta, GA 30339

• 

  Summit Crossing I

  3920 Ivy Summit Court Cumming, GA 30041

• 

  Farrington Midtown 1

  401 17th Street Atlanta, GA 30363

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:12/06/2024

  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.

  We have had repeated maintenance issues!! Our cabinets are leaning our windows are not properly fitted so now theres black mold and moisture growing around all the windows in the apartment. We have filed multiple orders with the maintenance office, attempting to get all the issues fixed they drag their feet and then slam us with Late fees, and eviction fees for withholding rent until the maintenance issues are fixed. The female head of the maintenance staff is aggressive, threatens the residence and then ignore maintenance request for people that she deems she doesnt like.We have four violations minimum happening in our apartment right now that no one is doing anything about. Yet I am being bombarded with phone calls about rent and an additional $320 in late fees, but cant get anyone to come into our apartment in a timely fashion to fix housing violations. They continuously Drag their feet coming into the apartment and when they finally come in, they start things leave a mess and never finish them.. They routinely send out last minute water shut off notices AFTER The water has already been turned off with no gauge on when it will come back on..They Rarely answer the phone during office hours voicemail box is always full.. And they have multiple office emails that are connected to employees that no longer work there, So its your email and because they have such a high turnover of employees. Over the last year has become increasingly more difficult to speak to anyone in the leasing office regarding anything let alone anybody on the phone from the corporate office. I attempted to drive to their physical office, which is located here in ******* and its an abandoned building. The photo that comes up online is old. I attempted on occasion to go to their corporate offices to no avail.

  Business Response

  Date: 01/06/2025

  Hello *****,
  
  We appreciate you reaching out to us at Preferred Apartment Communities.
  
  We are writing in response to complaint ID ******** received to the Better Business Bureau.
  
  Our Customer Support Team has connected with the team at The ****** regarding your complaint. 
  
  Your complaint mentioned various maintenance issues and purported work orders associated with those issues.  However, after reviewing your account, it was noted that there are currently no open service requests for your unit at this time. The most recent work order in your unit was completed by our team in December 2024 regarding issues reported with lighting and an electrical socket. The last notice received from you regarding issues with your windows was from a work order that was completed by our team in December 2023. If you are having continued issues with your cabinets and windows, please submit a maintenance request via the resident portal and our team will be happy to assist with those requests. 
  
  In regard to water shutoffs, we do try our best to alert residents whenever these may occur and when access is expected to be restored. Like other apartment communities, as we complete repairs or have unexpected emergencies, water does occasionally have to be shut off. 
  
  Your review mentioned $320 in late fees on your account which you would like removed.  However, our team noted that you have been late on rental payments on numerous occasions over the course of your tenancy at The ******. As a courtesy in August 2024, we previously waived $400 in late fees on your account.  Unfortunately, as this courtesy has already been extended to you, we will not be able to waive additional late fees on your account.  As a reminder, rental payments must be paid in full at the time that rent is due as detailed within your lease agreement. Late rental payments are subject to additional fees and partial payments are not accepted. 
  
  In regard to your mention of treatment by our service team members, we strive for every interaction to be a positive one and will be reviewing this feedback with those team members. It is a goal of Preferred Apartment Communities to have a warm and welcoming environment for all residents.
  
  We encourage you to email the current staff with the emails you have been provided with as they are the primary points of contact for the community. We also highly recommend utilizing your resident portal as it will keep you in constant communication with our team.
  
  Should you need to contact our corporate team, the best way to reach us is by contacting our Customer Support Team, who is available during business hours and can be reached via phone at ************ or via ***************************. We will be happy to assist you with any questions you may have. 
  
  
  Thank you,
  
  Customer Support Team
  **********************

• Initial Complaint

  Date:12/02/2024

  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 am trying to get a hold of the property management company- addressed several critical concerns to ******/ ******************* and blind-copied a third party for documentation ************ have two emotional support animals (***s), ****** and Elmo, and provided the required documentation under the Fair Housing Act (FHA).Despite this, you continue to see a $25 monthly charge for Elmo, which is in direct violation of federal law, and you request the immediate removal of these charges and a retroactive adjustment.******, the Leasing Agent has demonstrated unprofessional behavior, including making illegal demands for *** documentation and restricting access to certain areas of the ************ have unresolved maintenance requests, including a refrigerator water filter replacement and a severe issue with the dishwasher filling with sewage.The maintenance technician has repeatedly contacted you using a "No Caller ID" number despite your request not to do ****** previously requested a meeting to discuss accommodations for ****** and Elmo, as well as other ongoing concerns, but have not received a ************ expect prompt action on the removal of *** pet rent charges, resolution of maintenance issues, investigation into ******, the Leasing Agent's behavior, assurance that maintenance staff will no longer contact you using No Caller ID, and a meeting to discuss accommodations and ***-related policies.

  Business Response

  Date: 12/14/2024

  Hello ***,

  On behalf of Overton Rise Management, we welcome the opportunity to respond to this matter. 

  First, Complaint submitted a request for reasonable accommodation for her animal ****** which was approved by an independent pet screening company on May 3, 2023. Management credited Complainants account for the initial pet fee and rent for ******. Complainant has not been charged any pet deposit, rent or fees for ****** thereafter. We consider this matter as resolved. 
  
  Second, Complaint submitted a request for reasonable accommodation for her animal Elmo which was approved by an independent pet screening company on November 4, 2024.  After approval of the reasonable accommodation for ****, Management credited Complainants account for all prior pet fees and rent. Complainant has not been charged any pet deposit, rent or fees for Elmo thereafter. We consider this matter as resolved. 
  
  Third, Management replaced Complaints refrigerator filter on December 3, 2024. We consider this matter as resolved.
  
  Fourth, while not required by contract or any law, Management will attempt to contact Complainant ONLY by using its office phone so as to avoid No Caller ID (which apparently appears when our maintenance personnel use company cell phones to contact Complainant for maintenance purposes). However, Management will not guarantee sole use of office phones when contacting Complainant, particularly in case of emergencies. We consider this matter as resolved.
  
  Fifth, Management notes that ****** is no longer employed by Management. We consider this matter as no longer applicable.
  
  Sixth, the dish washer issue raised by Complainant has been evaluated by Management and likely will require extensive plumbing repair.  Management has hired an independent plumbing contractor to address this matter. Accordingly, we consider this matter as ongoing and subject to repair by the independent plumber. 
  
  As a good faith *************** offer due to the ongoing dishwasher repair, Management will approve an immediate lease termination without any termination fee and/or a transfer onsite without a transfer fee.  Either option is strictly voluntary for Complainant.
  
  Management previously met with Complainant on December 10, 2024. Management is happy to meet with Complainant again to discuss these matters if she elects to contact our property manager.

   

  Thank you,

  Customer Support Team

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

• Initial Complaint

  Date:11/26/2024

  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 moved in, in october and I'm breaking the lease in november. The ******* has a serious ***** problem, it is infested. The ***** infestation has affected my health and this is the primary reason for me breaking the lease. After contacting the ******* about this ***** problem amble amounts of times they finally responded by sending an exterminator of their choice who sprayed all of a couple minutes and left back out the door (my ring camera has footage to document the time). The ******* has a nasty trash pickup system so when you and your guests arrive in the parking garage you will be greeted by the overloads of trash residents throw out and the smell that comes along with it. The walkway leading up to your door is absolutely disgusting as well. A major safety issue is one of the gates dont work so some of us have to use the main gate once you access it other cars enter before your car and who is to say these are permitted guests of the *******. I also will note the ******* has no mirrors in the parking garage so I almost been hit by a car while on foot exiting my car and walking into the building. My car has almost been hit several times going to and from the parking garage. I have contacted the ******* several times in regards to this and still no solution. They havent fixed my key fob after several times of it not working then said oh that gate just doesnt work. Again, all of this is documented and I have attached footage of my complaints. Nobody should move here I have been told they have always had a ***** problem they just changed the name. Its disgusting and is getting reported, my health is on the line.

  Business Response

  Date: 12/11/2024

  Hello ******,
  
  We hope that you are well and appreciate you reaching out to the Customer Support Team at **********************. We are replying to complaint ID ******** received to the Better Business Bureau regarding your security deposit refund request.
  
  Our Customer Support Team connected with the management team and Area Vice president of The ******* regarding your request.
  
  We understand that you have had several concerns during your tenancy, and we would like to address them the best we can.
  
  Based on our notes, after being provided information regarding your pest control needs, a local pest control vendor was called for treatment of the unit.  
  
  In addition, we would like to apologize for any recent experiences regarding valet trash. We understand that there have been inconsistencies in the trash collection schedule. We will continue to work closely with our local valet trash vendor and will be addressing your comments internally.
  
  In reference to the parking garage, we would like to apologize for any inconvenience this issue may have caused. We understand that safety is important, and we must all work to maintain a secure environment. We have noted your concerns regarding reckless driving and will kindly ask our residents to adhere to the posted speed limit and exercise caution while driving through the parking garage.
  
  It is to our understanding that you alerted our representative that you were planning on moving out of the unit by 12/9. During this conversation, you were notified that fees would be associated with an early termination. Currently there remains an outstanding balance of $2,955.11. This amount includes the 30-days of insufficient notice and final utilities. In addition, there is a termination fee of $1,187 making the final owed balance $4,142.11. The security deposit of $2,594 will be applied to the remaining balance.
  
  
  
  
  If you have any questions or would like to discuss your final balance we can be reached at **************** or ************.
  
  
  
  Best Regards,
  
  
  Customer Support
  ********************** 

• Initial Complaint

  Date:11/21/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I moved out of the Menlo Apartments in *************** on 10/21/24. In the months I lived there I always paid my rent on time. In Oct. they billed me a prorated rate and I paid. After I moved they sent me a cleaning bill along with other post dated charges which includes month of Sept. Total was for $472. I reached out and told them they had charges for Sept and they said they will review and get back to me. They sent a new bill and had charges which showed for the month of Nov. its still incorrect but Im so sick of it and I was willing to pay today 10/21/24 just to get it all over with. I went to the portal and I cant logon because Ive been removed and sent to collections. Huh???? I said Id like to pay my bill and they refused and said I should wait to be reached by a collection agent then I can pay. I asked to speak to management and they gave me the number to a management office and said leave a message but that I wont get response for about 7-10 days. Thats insane Im willing to pay a cleaning bill which by the way its ridiculous my apartment was left spotless. Nothing had to be cleaned. They are thieves. Never again do I want to have to deal with them. Very disappointed at the Menlo Apartments. I thought a little better of them.

  Business Response

  Date: 12/05/2024

  Hello ******,
  
  We hope that you are well and appreciate you reaching out to the Customer Support Team at **********************. We are replying to complaint ID ******** received to the Better Business Bureau regarding your tenancy at The Menlo Unit 1 - 1222.
  
  Our Customer Support Team connected with the management team of The Menlo regarding clarification of your final statement.
  
  After your lease ended on October 21st, 2024, your final statement was provided to you via the Resident Portal on October 24th, 2024. We've provided a copy of this correspondence to our BBB response.
  
  It was noted by our team that you accessed the Resident Portal several days after the final statement was posted on October 28th, 2024. 
  
  On November 6th, 2024, the Assistant Manager at The Menlo followed up via email providing answers and additional context to your questions regarding your final bill, particularly for utility billing. We've provided a copy of this correspondence to our BBB response. 
  You and the additional occupant of Unit 1 - 1222 were also sent several pre-collection notice reminder emails after having been sent the final statement on October 24th, 2024 including:
  The first notice email reminder was sent to you and the additional occupant on October 30th, 2024 at 9:04 AM EDT
  The second notice email reminder was sent to you and the additional occupant on November 6th, 2024 at 10:03 AM EST
  The third and final notice email reminder was sent to you and the additional occupant on November 13th at 9:01 AM EST
  To reiterate, each of these notice emails state: "If payment is not properly received within 30 days of 10/21/2024, your account will be sent to our collections agency, and we will no longer be able to assist you." 
  
  Due to non-payment, your account was officially sent to collections on November 22nd 2024, where you were also notified via email at 9:03 AM EST that day.  We've also provided copies of each of these notices and final collections notice to our BBB response.
  
  In addition, a repairs and replacement letter detailing the list of potential charges for what is considered beyond normal wear and tear was provided via the Resident Portal on August 28th, 2024. This was countersigned by you on August 28th, 2024. In your final statement sent on October 24th, 2024 photos of the unit after move-out were included. These photos detailed the areas of the apartment where cleaning charges stemmed from including the washing machine, carpeting, refrigerator, in addition to other areas of the unit. 
  
  We encourage you to connect with the collections agency regarding the payment of the past due final statement.
  
  As always, you are welcome to speak with our Customer Support Team via *************************** or ************.
  
  
  Thank you,
  
  Customer Support Team
  ********************** 

  Customer Answer

  Date: 12/05/2024

   
  Complaint: 22590316
  
  I am rejecting this response because:
  As you see from their response, the final statement was sent out 10/24/24.  With that statement I received a letter which clearly says I have 30 days from the date on the statement.  I  wanted to access the portal on 10/21/24 to pay my final bill in which I was told I cannot pay online.  I spoke to numerous people in the office and no one would help me. 
  

  You claimed it was sent to collections and Ive reached out to the collection office you said it went to and they stated they have no information with my name, so I cannot pay them.  I left a message at your main office and no one has reached out to me to resolve this. 
  

  Once again Id like to pay the balance, but, youre not accepting payment and the collection office cannot bill me without information and a collection office has never reached out.  
  

  I have not received a bill from a collection agency so not sure what games are being played here.  I would like this resolved and done with, but, someone needs to reach out to me.m so I can pay.  
  

  Sincerely,

   ****** ********

  Business Response

  Date: 12/12/2024

  Hello ******,
  Thank you for reaching out to us regarding your final statement.
  We acknowledge that your final statement was issued on October 24, 2024, with a payment deadline of November 22, 2024, allowing a 30-day period for payment. Although the portal was accessible on October 21, 2024, the final billing charges were not yet applied to your account on this date, as it coincided with your lease end date. We understand that you attempted to make a payment on October 21, 2024, but certain charges, including Conservice and cleaning fees, had not accrued and were not applied to the ledger on that date.
  We apologize for any confusion caused concerning the appropriate recipient for your final payment. We have confirmed with ********** that your account was not received. In light of this issue, payment can be made at the leasing office via money order.
  Please do not hesitate to reach out if you require further assistance. We are here to help.
  Regards,
  Customer Support
  **********************
  
  

  Customer Answer

  Date: 12/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.   I will stop by the office and make payment as agreed with a money order on Friday, 12/13/24.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:11/18/2024

  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.

  My wife and I were residents at ********************************************, from December 2022 to September 2024. We moved out of our apartment at ********************************* Homes on September 21, 2024. We received a call from a collections agency, **********************, on November 18, 2024.We were confused as to why we were getting a call from a debt collections agency. We had paid our entire bill in full, and even received a small amount of our security deposit back from Finisttera. However, since moving out, we have received numerous "move out statements" from **********, each one different from the last. Sometimes, we owe them money. Sometimes, they owe us money. At the moment, we believe they are trying to charge us an extra $278.86. At least $156.67 of that $278.86 bill is supposedly due to ******************** We have never paid Finisterra for our electric usage, instead, like almost all Phoenix residents, we pay the Salt River Project for our electric bill. Finisterra is trying to charge us an extra $278.86. Before they gave us even two weeks to pay this made up bill, they sent the bill to a collections agency, in turn hurting our credit scores. We would like the complete removal of all chargers from **********, as well as financial compensation for their incompetence. We are happy to provide the multitude of move-out statements and misinformation that they have sent us, and we have documented the number of times we have called their office only for no one to answer the phone. We are also happy to provide proof of all payments to **********. We are trying to get in touch with the debt collector, and we are seeking legal counsel in case this issue does not resolve itself quickly and efficiently. From our past experience with Finisterra, we assume this issue will not resolve quickly. We are reaching out to the Better Business Bureau because we feel we are out of options. We are happy to pay any outstanding balances, if there were any. However, there are not.

  Business Response

  Date: 11/26/2024

  Hello *******,
  

  We appreciate you reaching out to the Customer Support Team at **********************.
  

  We are writing in response to your BBB complaint (ID22573987) regarding move-out statements received for Finisterra, Unit G-2040 based on your lease end date of September 20th, 2024. 
  

  As a valued resident, we apologize for any confusion or difficulty with your final move-out statement regarding your tenancy at ***********
  

  Our Customer Support Team has connected with the team at **********. We strive for every experience to be a positive one and have reduced the balance to $0. 
  

  Please see attached regarding the final move-out statement for your unit.
  

  We wish you all the best in your new home! If you require any additional assistance, please feel free to reach out to us at *************************** or ************. Our Customer Support Team will be happy to help!
  

   

  Thank you,
  Customer Support Team
  **********************

  Customer Answer

  Date: 11/27/2024

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

• Initial Complaint

  Date:10/22/2024

  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.

  1. I selected an apartment and was verified, however last second they switched me to a unit right next to the highway (right next to I75 to be exact, all of the noise was constant even through the night. It feels like a bait and switch tactic they used to fill this unit as I don't think someone would willingly rent that unit) and said my original unit wasn't available yet (after already disclosing it was available).2. A double homicide within the first month of living there 3. Constant gate malfunctions (days to weeks and upwards of months of the gates not working) allowing anyone to come into the community, even after the murders 4. My apartment was breached by maintenance without consent on 3 different occasions. One time they started my dryer without me being home. The third time I was sleeping naked and had to get dressed to see who just came into my apartment. The first time they breached my apartment, I just so happened to be walking out and one of the maintenance members had his key in my lock and was in the process of unlocking my door). Every time I questioned them about it, they said it was the "wrong unit." This happened too many times for that to be the case. There was a time I made a maintenance request and all 3 of these breaches were separated from that 5. On moving out I was charged a bunch of bogus fees. I was told to throw everything away or I would be charged, so I complied. I was then told by their team I was good to go. Only for a few days later to be told I need to pay them more. I pay for valet trash and they have sent me a bill to charge for my trash and cleaning fees resulting in $200. I swept the apartment and cleaned it as I did any other apartment I have moved out of and have never been charged. The apartment was very clean for someone just moving out

  Business Response

  Date: 11/01/2024

  Hello ******,

  Thank you for reaching out to our Customer Support Team at **********************.
  We are writing in response to your BBB complaint (ID22460330) regarding move-out charges received after your move-out at The Lodge at ************************ on 10/08/2024. 

  We understand that you have several concerns leading up to your move out charges and would like to address those to the best of our ability as since then weve hired new team members.

  
  1.     In reference to your accusation of bait and switch tactics, when touring our units by the highway, road noise is unavoidable and we are unable to hide this from our future residents.

  
  2.     Regarding the isolated incident mentioned, this was a tragic event which we were saddened by and was a targeted situation. Our condolences go out to the family and friends that were affected. Our community was working very closely with law enforcement to assist with their investigation at the time.

  
  3.     In regard to your gate concerns, we are unable to pinpoint if the gates were malfunctioning after the incident occurred, but our community works closely with our gate vendor to ensure repairs are completed in a timely manner. Unfortunately, there are times when we are at the mercy of our vendor when it comes to repair parts and delivery dates.

  
  4.     We are unaware of the 3 maintenance concerns mentioned but would like to apologize for the inconvenience as this very well could have been a mistake by our maintenance team. We try our best to be very diligent on making sure we read units, pull correct keys, and pay close attention to any resident requests prior to entry unless it is considered a maintenance emergency.

  
  5.      We do understand that a pre-move out walk-through of your unit was completed, and you expressed at that time that a team member notified you that you were good to go with no indication of additional charges.  We apologize for the inconvenience and any miscommunication. Due to this, our team will be adjusting the move-out charges as requested from $175.22 to a $0 balance owed. The Lodge at ***************** will be in communication with you regarding a revised financial move-out statement.
  

  If you have any questions or need further assistance, we invite you to contact us directly at *************************** or ************. We would be happy to assist further.

  
  We wish you all the best in your new home!

  Customer Answer

  Date: 11/04/2024

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

• Initial Complaint

  Date:10/07/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I moved out of the apartment at ************************************************************************************************************** on September 30th. I received a move out statement in my email on October 3rd.There were a list of move out damages assessed as final outstanding charges, namely:1. $20 for blind pair (not sure what this means) however, the blinds in the main bedroom was damaged when we got the apartment, I have a photograph as proof.2. I was assessed $500 for heavy stained inclinable carpet. There was carpet in the 2 bedrooms and I have the videos to show what the carpets looked like when I left.I replied to the email on October 3, 2024 disputing the carped charges and requested photos to show the heavy stained carpet. I have not heard from them to date. I am ***** of these apartment complex practice of sending to collection agencies.I would like a response from the apartment manager regarding their findings.Prior to leaving there was a move out inspection conducted and no one said anything to me about soiled carpet and blinds.I am unable to load the videos.

  Business Response

  Date: 10/18/2024

  Hello Marva,

  
  Thank you for reaching out to our Customer Support Team at Preferred Apartment Communities.
  

  We are writing in response to your BBB complaint (ID22388799) regarding a dispute of damage charges received after your move-out at Crosstown Walk, Unit 7 - 1206 - 201 on 09/30/2024. 
  

  After reviewing photo documentation of your unit post move-out, we did note areas of the carpet that were heavily stained. We have provided this photo documentation of the post move-out inspection to this complaint. We do understand that a pre-move out walk-through of your unit was completed, and you expressed at that time there was a lack of indication that the staining would be subject to charge.  We apologize for the inconvenience and any miscommunication. Due to this, our team will be adjusting the carpet charges from $500 to $250. Also, in reference to the dispute of damage charges to the blinds, as a valued resident of the community we will be fully waiving the $20 charge. 
  

  The Crosstown Walk team will be in communication with you regarding a revised financial move-out statement. 
  

  If you have any questions or need further assistance, we invite you to contact us directly at [email protected] or 770-818-4100. We would be happy to assist further.
  

  We wish you all the best in your new home!
  

  
  Thank you,

  Customer Support Team
  Preferred Apartment Communities

  Customer Answer

  Date: 10/18/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22388799, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Marva Edwards-marshall

• Initial Complaint

  Date:09/16/2024

  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 moved into this apartment complex (************** apartments) on April ******* . When I first moved in I was promised hard wood floors and a washer and dryer , which I did not have a machine for 2 months of living here . On April ******* I walked into an apartment that had wet carpet and couldnt move my items in due to this incident. I was upset about not having the things that was promised to me and I had to come out of pocket to pay more money because I had to reschedule my move . The staff was rude and showed no empathy. April **************************************************************************************************** on this day the staff did nothing . On April ******* I officially moved all my things in , this is when I experienced the loud banging with my neighbor. I have contacted the leasing office several times, called the off site security team and recently had to call the police . The leasing agents and the management team has done nothing but ignore the issue and now the issue with me and the tenant has gotten worse and the tenant is retaliating against me. I am scared for my safety and I have been mistreated. I also wanted to add that I called the cooperate number but no one has returned my call . I just want to say that ****** ****** and ******* ******** has been no help and has ignored my emails as of now . If you check your review for this property ****** ****** name is in a lot of the reviews . Please help me resolve this issue I do not feel comfortable with your current staff.I have emails and a incident report as well .

  Business Response

  Date: 09/30/2024

  Hello Sierra,
  
  Thank you for reaching out to our Customer Support Team at **********************. We hope that you are well.
  
  We would be happy to assist you and apologize for any inconveniences you've encountered at *************. As a valued member of the community, our Customer Support Team strives to ensure your experience is a positive one. 
  
  We've connected with the community team of ******** View to both follow-up on any previous and existing concerns you've encountered.
  
  Regarding your concerns about a delayed move-in experience, there does not appear to have been any delay with your move-in to unit ****** on April 16th, 2024. We noted that all documentation had been signed by you and keys had been picked up. 
  

  Also, when speaking with the community team, we did not note any previous mention regarding hardwood flooring or washer/dryer complaints outside of this BBB complaint. We apologize that this was your move-in experience but given that the team was not made aware of it, could not act to resolve it immediately.
  

  All maintenance and service issues that have been brought forth to the community team regarding your apartment have been remedied in a timely manner. If there is currently anything outstanding, we encourage you to alert the community team or submit a request through the Resident Portal.
  
  We did note in our discussions with the community team several concerns regarding noise noted by you from nearby neighbors. We understand that having a calm and peaceful environment is extremely important. Several offers have been extended to you including:
  
  
                  A unit transfer with a waived transfer fee. We would also try our hardest to ensure the desired in-unit amenities like hardwood flooring and a washer/dryer unit were available to you.
                  A lease termination with no penalty fee or notice needed.
  
  
  We confirmed that you have not elected to choose either of these options at this time. 
  
  At Preferred Apartment Communities, we take pride in fostering a warm and welcoming environment while providing exceptional customer service. Your comments regarding treatment from our team members concern us and we would love the opportunity to discuss further with you. 
  
  We understand that a PAC representative has recently been in contact with you via email to continue to discuss a resolution as well as next steps. 
  
  In the meantime, if you have any questions or need assistance, you are always welcome to contact our Customer Support Team via *************************** or ************. We would be happy to assist you further!
  
  Thank you,
  
  Customer Support Team
  ********************** 

• Initial Complaint

  Date:09/04/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've just recently closed on a home in ******* on 6/28/24. My lease is up on 09/30/2024. My apartment complex has the wrong end date on my lease for 10/06/2024, but I didn't think anything of it because I thought that would be easy to fix. With getting a house and in the process of moving I find out from my apartment complex that I needed to put in a 60 days notice so I don't have to pay additional money (a full months extra rent after the original lease has expired). They never sent me any notice that I have to turn a form to notify them 60 days that I'll be moving out and they are hiding behind the technicality that I signed he lease over a year and 3 months ago and I was supposed to remember that I needed to notify them when they provided no communication or reminder that I need to go into the office, sign a document, and notify them that I will be moving out. There should be some type of protection for the consumer for businesses purposely not giving you notification that you are required to give notice but they aren't required to give you notice. All they did was send me an email and offer letter with no notice on what to do if you decide to leave. All these assumptions with no clear directions will force people like me to have to pay extra when I've fulfilled my lease and wasn't told at any point that I had to give a 60 day notice. They gave me the renewal letter 07/11/2024 and in talking to the staff they told me that for them that's them notifying me even though the letter has no mention of options if you decide to move out and no communication on how to start that process. I think this is unprofessional and a money grab. Based on there logic I had less than 3 weeks to notify them of my decision to leave while I'm in the process of buying a house and getting that in order and they don't have to notify me of anything because it was in the lease? That for me is using a technicality to enforce rules to benefit the business and hurt the consumer.

  Business Response

  Date: 09/17/2024

  Hello Doutimi,
  
  We hope that you are well, and we appreciate you reaching out to Preferred Apartment Communities.
  
  As a valued resident of the community, we would love a chance to assist you. A PAC team member has attempted to reach out via the phone number we have on file with you to discuss your concerns further. We encourage you to follow-up with that team member as your experience is important to us. 
  
  Also, you are always welcome to contact our Customer Support Team via **************** or ************.
  
  We wish you all the best in your new home!
  
  
  Thank you,
  
  Customer Support Team
  **********************

  Customer Answer

  Date: 09/18/2024

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

• Initial Complaint

  Date:08/23/2024

  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.

  security deposit was paid prior to moving in and upon move out they are not deducting it from the final bill and also over charging us for paint and regular apartment wear and tear after a 13 month lease, they are requiring us to pay almost $400 just in damages for rug cleaning and "paint and patching" when we fulfilled our requirement to the apartment by patching holes and cleaning prior to move out. I have already told them I am completely fine paying the ridiculous amount requested but they need to subtract our security deposit from it and they are unwilling and sending us notices threating to send us into collections.

  Business Response

  Date: 08/29/2024

  Hello ******,
  
  We appreciate you reaching out to our team at PAC. 
  
  We are writing in response to your complaint (ID ********* regarding a dispute of damage charges and the security deposit inquiry. After review of your lease agreement at Volta (unit 2 - 2420), it was noted that at the time of your application, you opted for a nonrefundable deposit alternative fee in the amount of $150.00 in lieu of paying a standard deposit. A standard deposit can be refunded if the terms of the lease are met as of the end of the agreement unlike the deposit alternative fee that was opted by you instead. We have attached your enrollment form detailing the deposit alternative for your records.
  
  Due to this selection of a nonrefundable deposit fee at the time of your application, there would be no actual security deposit on your account that damage charges could be subtracted from. We apologize for any confusion or miscommunication that may have occurred regarding this.
  
  At PAC, we believe in making every experience a positive one. The community team at ***** followed up with you via email on August 28th, 2024 that your financial account statement has been revised to reflect a $150 credit for the original fee paid by you in regard to the deposit alternative fee. A refund check for this amount will be issued to your forwarding address on file with us.
  
  If you run into any issues regarding the receipt of the check or have any questions, please don't hesitate to connect with our Customer Support Team via **************** or at ************.
  
  We value you as a resident and wish you all the best in your new home!
  
  Thank you,
  
  Customer Support Team
  PAC