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:12/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  For weeks I have complained about loud music/ bass coming from the apartment beneath me. I have written e-mail after e-mail to the front office and was basically told to deal with it. I have contacted the police who states they will not respond unless it is after 11 p.m. and at such time they would need a decibel reader. Basically, they don't want to come out either. The officer stated they receive calls from this complex all the time! I have contacted corporate office where I am told a vice president would call. She has not called me. I have requested to be let out of my lease without penalty but now I am being ignored from the front desk. I have sent multiple videos with no results from this company. I am frustrated as I work from home, and I live here. The company clearly does not honor or value its residence or lease agreement. I have called the courteous officer but was informed recently the phone does not work. I have done everything this apartment complex has asked me to do regarding this situation but ignoring my floors vibrating is not one. Terminate the below apartment or again let me out of my lease early without penalty. Below are some other issues. Low Water Pressure. Charging stations for EV's go down despite me making several request. Bars on the gate broken since I have been here.Keypad for building one not operational. Sprinkler system shoots out water like a fire hydrant.

• Initial Complaint

  Date:11/14/2023

  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.

  In December 2022 I received military orders to a new duty station. I gave notice to ****************************** as soon as possible. Between December and January 2023, ****************************** tried assessing move-out fees, and termination fees which are prohibited under ******* law and SCRA. During that time it was requested an itemized bill be sent. However, these still had the aforementioned fees. ****************************** threatened to send the bill to a collections agency. Eventually, a collections letter by ********** was received. No itemized bill was presented when requested and the fees were still disputed. ********** then also threatened to put it on our credit report. Once again in November, I have orders to change duty stations, and trying to find a home has been next to impossible with a collection on our credit report. We have tried speaking with Village at ****** Park and ********** but neither interaction has been productive. On the contrary, it has been revealed that ****************************** sent the wrong information to collections and we were given the wrong information about the fees being paid. At no point, corrective action has been taken to correct the damage to our credit. We already called corporate and got sent back to the area manager in *******. It was suggested that we pay in exchange for a deletion but that would affect our credit too. We propose that they retract the collection at ********** so that it can be deleted from our credit reports. Once they retract it they can send a corrected itemized bill.

  Business Response

  Date: 07/09/2024

  Hello ********,
  
  We appreciate you reaching out and are writing in response to confirm that we have just received this complaint from the BBB. Unfortunately, the BBB had been directing customer correspondence to a separate, unmonitored online page that PAC did not have access to and was unaware of until this week. Due to this error, we were unaware of your complaint and were unable to respond within the BBBs allotted timeframe. 
  
  If we were made aware of your concerns via another channel, they likely have been addressed by now. If not, we will follow up with you regarding any outstanding concerns that were shared with us in your BBB complaint. As always, you are free to email our Customer Experience Team at **************** or contact us at ************.

  Customer Answer

  Date: 07/09/2024

   
  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. It was resolved at a local level meaning PAC offices didnt respond timely but the main issue was resolved months ago as I said at a lower level.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:10/31/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We moved into Belmont Place Apartments on 10/27/23. The unit they gave us had a funny smell and was infested with mold. There was clear water damage underneath the sink that was never repaired properly and the window ***** were covered with mold. The leasing staff and maintenance insisted it wasnt mold. We had 2 professionals come out from 911 Restoration and it tested positive for mold and they determined it was unsafe to stay there. We have a 6 month old baby and was living there! The leasing staff still deny that its mold. We have pictures and videos of this experience. My husband and I were experiencing physical symptoms due to the mold in the unit.

  Business Response

  Date: 09/06/2024

  Hello ******,
  
  We appreciate you reaching out and are writing in response to confirm that we have just received this complaint from the BBB. Unfortunately, the BBB had been directing customer correspondence to a separate, unmonitored online page that PAC did not have access to and was unaware of until this week. Due to this error, we were unaware of your complaint and were unable to respond within the BBBs allotted timeframe. 
  
  If we were made aware of your concerns via another channel, they likely have been addressed by now. If not, we will follow up with you regarding any outstanding concerns that were shared with us in your BBB complaint. As always, you are free to email our Customer Support Team at **************** or contact us at ************.
  
  Thank you!

  Customer Support Team
  **********************

• Initial Complaint

  Date:09/13/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ********** has been broken for a month and a half. Apartment was notified via an online service request right when we noticed it was broken. Apartment was notified again the following week after no contact via a online service request. A week and a half later we sent a final service request via the online portal. Did not hear back so I called office multiple times with no answer or call back. Went into the office 2 weeks ago and they said they would order a part to fix the dishwasher. Last Saturday I still had not heard back so I put in another service request via the automated line and left my name and number and requested a call back. A couple days ago I sent an email to two emails the apartment has listed as being a customer contact point. Still have heard nothing from the apartment and my dishwasher has been broken for 1-2 months now.

  Business Response

  Date: 09/14/2023

  The services request was placed on 08/06/23 and responded to and placed on hold on 08/07/23. The service request was placed on hold due to a part being ordered. As  **************** stated he was informed a part was ordered and was pending to arrive. The part arrived on 09/12/23. The service request was completed and closed out on 09/13/23. 

• Initial Complaint

  Date:08/26/2023

  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 applied for an apartment at The ******* managed by PAC on ***** . My application was denied because snappt would not accept my offer letter even though I was advised that my offer letter was acceptable documentation before submitting my application. After receiving a denial notice I contacted the ******* and a rep informed me that my administrative fee would be refunded to me thirty days after my application was cancelled 07-05-23, Ive contacted the leasing office several times for an update its extremely difficult to get anyone to answer the phone (tenants confirm in ****** reviews) Ive also sent multiple emails/ messages in reference to my refund. I called this past Monday 08-21-23 and spoke with a representative who put me on hold for ten minutes to check on it before she returned to the line and offered to call me back, I never received a call back so I called again on 08-23-23 and again she offered to call me back. I was initially told my refund would be sent thirty days after my application and they would be able to track my check after it was issued . Times are tough and I cant afford to through $350 down the drain.

  Business Response

  Date: 09/01/2023

  ******************,

  My name is ********************* and I am the Vice President of Operations with Preferred Apartment Communities.  I have been reviewing your account this week following your correspondence and have confirmed that you are in fact owed the $350 administrative fee as stated in your complaint.  However, as of **** it appears that a pending chargeback is showing on our end producing an NSF payment for the money that you paid to ******************.  This is likely due to a step taken by your credit card company to dispute the charge to which we will agree with.  I've tried to call you and left a voicemail and I encourage you to reach back out with any further questions.  We apologize for the inconvenience that this has caused you.

  Sincerely,

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

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

  Customer Answer

  Date: 09/01/2023

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

• Initial Complaint

  Date:08/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented from PAC's "*******************" apartment community from December 2020 until May 2023. Upon my leaving, they mistakenly charged me rent for the month of June and are essentially treating that money as though I paid a security deposit. This is already irritating because instead of asking for a deposit up front it is instead a massive surprise bill while I'm already dealing with other moving expenses. This is annoying but could have been brushed off if they had refunded my money after they assessed their damages. Well, they have assessed their damages and already taken out what I owe, and they were able to give me a final moveout statement indicating that they owe me a refund of $3,588.25. They generated this statement on July 17th 2023. It is now August 21st, nearly 3 months since I've moved out and I still haven't received my money.

  Business Response

  Date: 07/09/2024

  Hello *****,
  
  We appreciate you reaching out and are writing in response to confirm that we have just received this complaint from the BBB. Unfortunately, the BBB had been directing customer correspondence to a separate, unmonitored online page that PAC did not have access to and was unaware of until this week. Due to this error, we were unaware of your complaint and were unable to respond within the BBBs allotted timeframe. 
  
  If we were made aware of your concerns via another channel, they likely have been addressed by now. If not, we will follow up with you regarding any outstanding concerns that were shared with us in your BBB complaint. As always, you are free to email our Customer Experience Team at **************** or contact us at ************.

• Initial Complaint

  Date:08/16/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Leasing staff is refusing to show apartment due to "not being ready". Expected to move in tomorrow being forced to show up with a full truck to see the unit same day. We already paid a $50 application fee and a $250 non refundable deposit. I feel as if we are being forced to sign under duress. Already contacted the corporate office and was transferred to "*****'s" voice-mail with no return call.

  Business Response

  Date: 08/23/2023

  ******************* applied to unit **** on July 8, 2023. ***** scheduled for a move in date of August 17, 2023. ***** was explained on multiple occasions that the unit will be available on the date scheduled for move in. There is a specific turnover time frame for all units. This unit we had to wait 14 days to touch per ******* law and then maintenance was given 7 days (which is for all units unless scheduled for renovations) to turn the unit for move in ready. ***** came to the property at some point and seen that this unit was on eviction due to the paper that was left on the door from the constable for the current resident at that time. 

  ***** was communicated on multiple occasions that the unit will be ready for the day of move in and if you would like to wait to sign lease on the day of move in due to his concerns. The assistant and myself informed him if the unit happened to be ready prior to move in date (which we give this option to all future move ins) we will reach out to have them take a look. Also, the assistant provided ***** a timeline of when the cleaners were scheduled to come, etc to give him a peace of mind. ***** was upset and felt that this was not good enough and that "he is a special case and we should allow him to see the unit regardless if it is ready or not." The assistant and myself reexplained that this is protocol for all move ins, prospects, that an unready unit is not available to see until it is labeled as a ready unit. 

  I worked with ***** on the day of move in to see the unit however he felt that it was not up to what the unit he originally seen when he toured. I listened to his concerns and went above and beyond to make ***** satisfied and comfortable on making the decision to live at Sierra ********** He was given the option to cancel application and we would refund the fees that he paid at the time of application or I can resend the cleaners (which was his main concern on the unit) minus 2 maintenance orders which I explained would be addressed the following morning when maintenance returned along with cleaners to perform an additional clean. He agreed to that and I adjusted his move in date and provided an updated lease all while honoring the same rental rate he was quoted at the time of application. 

  ***** has now settled into his unit after making minor adjustments with ledger to reflect new move in date of August 18, 2023 and we have scheduled a time for him to meet with the maintenance supervisor on 8/23 to go over any additional concerns with his unit.

  If there is any additional information that needs to be provided to resolve this issue, please reach out.  

   

  Customer Answer

  Date: 08/28/2023

  
  Complaint: 20481679
  
  I am rejecting this response because: The remarks made by the office manager are false. I do not wish to speak with her or her supervisor I wish to speak to someone at the corporate office in Georgia who has the authority to make this right.
  
  I can and will provide any documentation of the whole account along with phone records, voicemails, emails, Utility statements/confirmations and ****************************** manager did the bare minimum and put us under duress.
  Unit was not move in ready on the 17th and had a damaged ** unit along with being unsanitary. The temperature was 89 Degrees with the ** on full blast.
  I already had Power, Internet, and Insurance set up for the unit because she stated to give her a chance to make things right and we were on the line with no time and a uhaul full of our things. Then the next day after having to pay for a second day of uhaul, and buy an Air Mattress to sleep on at our old unit 30 miles away the manager drafts up the new lease. This new lease is $60 a month higher then the original and she states we don't have those promotions anymore. The date was also wrong so she drafted up another one with the correct date and this one again was 46c higher than the one with a $60 difference. She then says well if you don't want to do it you don't have to and I can refund your $300 which we normally don't do.
  At this point we were in extreme duress and had to get our stuff out of the uhaul and our utilities set up for work not to mention change and shower since our clothes along with all of our items were left in the uhaul there overnight. The manager bought a $100 target gift basket and so I assume that this is her basis for "going above and beyond". Do apartments have any sort of checklist they are required to document for a move in ready unit? It is clear that the leasing manager does not have any process or procedure for formally making sure things are safe and up to some sort of quality standard for their tenants.
  There were many other items wrong with the unit that were documented and can be see in the documentation attached. I truly hope that the BBB can help to get me into contact with someone that can not only make things right but has the integrity to do so. It is clear to me that the immediate leasing office manager and her leader do not have anyone's best interest in mind but their own based on the response of the experience vs my documented account.
  
  Sincerely,
  
  *******************
  
  
  

  Business Response

  Date: 07/09/2024

  Hello *****,
  
  We appreciate you reaching out and are writing in response to confirm that we have just received this complaint from the BBB. Unfortunately, the BBB had been directing customer correspondence to a separate, unmonitored online page that PAC did not have access to and was unaware of until this week. Due to this error, we were unaware of your complaint and were unable to respond within the BBBs allotted timeframe. 
  
  If we were made aware of your concerns via another channel, they likely have been addressed by now. If not, we will follow up with you regarding any outstanding concerns that were shared with us in your BBB complaint. As always, you are free to email our Customer Experience Team at **************** or contact us at ************.

• Initial Complaint

  Date:07/29/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have included detailed letters that were sent to management with no resolution. Health Concerns - Chemical Bug Spray was used in the cabinets and the odor remains. The particle board material has absorbed the spray and management has refuse to even look into the issue. We also have over 20 items broken or damaged, since we movie in, late April. Not a single item has been fixed. We were told that we would not have to pay the 1K fee, if we moved from one Unit to another, so we did, and they still charged us, threatening that we would have to leave premises in 15 days if we didn't comply. I have records of most of the emails. Thank you, **** ******************** ************

  Business Response

  Date: 07/09/2024

  Hello ****,
  
  We appreciate you reaching out and are writing in response to confirm that we have just received this complaint from the BBB. Unfortunately, the BBB had been directing customer correspondence to a separate, unmonitored online page that PAC did not have access to and was unaware of until this week. Due to this error, we were unaware of your complaint and were unable to respond within the BBBs allotted timeframe. 
  
  If we were made aware of your concerns via another channel, they likely have been addressed by now. If not, we will follow up with you regarding any outstanding concerns that were shared with us in your BBB complaint. As always, you are free to email our Customer Experience Team at **************** or contact us at ************.

  Customer Answer

  Date: 07/15/2024

   
  Complaint: 20393715
  
  I am rejecting this response because:

   Now that you do have the information, you can now respond to the BBB directly,

  in order to resolve these issues. 

  Sincerely,
  
  *********************

  Business Response

  Date: 07/20/2024

  ****,
  
  We hope that you are well. We are following up on your response.
  
  Preferred Apartment Communities acquired management of ************* in late April 2023 and since PAC's management takeover, we believe that your concerns have been addressed by our management team. 
  
  Specifically - 
  
  On mailboxes - This issue was brought to the community team's attention on 07/10/2024 and your mailbox was secured on the same day by our appointed **** inspector.
  
  On the trash compactor We have inspected our trash compactor and it is functioning properly.  If you have any issues with this service in the future, please let us know.
  
  On 24-hour safety ************ do not offer a 24-hour officer on duty. The general manager of ************* followed up with you directly with additional details including attached documentation regarding the on-site courtesy officer. Please refer back to this documentation which includes a phone number to call for assistance. 
  
  The other concerns you addressed surrounding the transfer process, service requests and pest control took place with a separate management company. We regret that you had those issues under prior management, but we can assure you that service requests and pest control will be addressed immediately by PAC. After review, we see there are no open service requests for your unit at this time. If there are, we encourage you contact the community team directly or submit a service request through the Resident Portal. 
  
  We appreciate your continued residency at **************
  
  Thank you,
  
  Preferred Apartment Communities

  Customer Answer

  Date: 07/20/2024

   
  Complaint: 20393715
  
     I am rejecting this response because: Cabinet Bug Odor...never resolved. Mail Boxes still Opened. No apology letter. ******** almost lost her citizenship because of the mail issues - had to pay 500 $. That needs to be refunded. Neighbors still noisy, smoking, dogs pooping - and very little resolutions. And all the other totally inappropriate, disrespectful behaviour and stress caused by the incompetence, failures and outright lies over 2 years? How does THAT get resolved? What solves that? Years of ignored emailed, unreturned calls and knowingly false promises? What are the answers to that? That was the OTHER 2 management companies fault?

      PAC claims all these situations happen under ********************* and this is simply a poor excuse. It is the SAME OWNERSHIP. in 2 years, 3 different management companies, 8 managers, dozens of assistant managers, countless front desk people, several different maintenance companies. This all happened because the ownership continues **** the responsibility onto the newest Management company.Same OWNERSHIP. THEY need to take accountability! 

      What solves this and makes it goes away? Being treated with respect? Finally resolving issues? Admittance of ownership falsehoods and failures? Financial compensation? What is it? 

      With absolute disappointment and shock at our disrespectful treatment...

    P & C 

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

• Initial Complaint

  Date:07/25/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid $75 application fee and $150 administrative fee, $220 in total to ******************** which is managed by Preferred Apartment Communities, Inc on 6/30/2023 My background screening report resulted in passing with conditions on 7/1. The leasing office at ******************** asked me provide paystubs for income approval on 7/5. I explained multiple of times in emails and phone calls to them that I am an international student, and I can only provide my sponsors financial documents which include a sponsorship letter, the certificate of deposit and international bank statements. However, when I email all the financial documents to them, they said they dont accept documents via emails and required me to upload those documents to SNAPPT. I explained to them that SNAPPT doesnt allow me to upload these documents according to their terms. Then the leasing office just disappeared without giving me any updates on the application no matter I emailed them eight times and called them several times. I need them to refund me everything since they have been unresponsive and disregard their future tenants.

  Business Response

  Date: 08/11/2023

  The income documentation was not sufficient per ******. This is the 3rd party company that verifies income documentation and indicated that this was not acceptable in order to verify income. We have granted the request of the refund in the amount of $225.00 (statement attached).

• Initial Complaint

  Date:06/19/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company took over as property management company of ********************* and since they have, no maintenance requests are being taken care of. We have had several outlets in our kitchen out for weeks with not even a single response from the management company on if/when they are going to help us. The gates are constantly left open (we have no security), the balconies are failing (they are telling us we can no longer use them), the elevators are down constantly (disability violation). There is no attempt to even try to communicate/fix the problem. They are consistently just telling us to be patient yet I pay all of my bills/rent on time and they are not upholding their end of the bargain of renting. I know we are not the only people in the community that haven been effected by all of this. Corporate also hasnt helped in the slightest. They have removed the option for comments on their social media accounts and they have removed the live receptionist they had (their calls now go straight to voicemail). They are actively avoiding residents. Its a MAJOR business operating issue. We need help to get any sort of resolution.

  Business Response

  Date: 07/09/2024

  Hello ********,
  
  We appreciate you reaching out and are writing in response to confirm that we have just received this complaint from the BBB. Unfortunately, the BBB had been directing customer correspondence to a separate, unmonitored online page that PAC did not have access to and was unaware of until this week. Due to this error, we were unaware of your complaint and were unable to respond within the BBBs allotted timeframe. 
  
  If we were made aware of your concerns via another channel, they likely have been addressed by now. If not, we will follow up with you regarding any outstanding concerns that were shared with us in your BBB complaint. As always, you are free to email our Customer Experience Team at **************** or contact us at ************.