Complaints

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:03/28/2025

  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.

  On February 27, 2025, a water leak was discovered and reported from apartment A105. When the property management team and maintenance entered my apartment, A205, it was found to be coming from A305. The water was coming from the kitchen sink in A305 and was running long enough to make it to the first floor. Items were moved in my apartment to shield them from water as best as possible. Dehumidifiers and fans were placed in the apartments to begin the drying out process. Base boards needed to be taken up as well as some flooring to help the drying out process. I reached out to the property manager about an act of good faith concerning my cleaning fee since repairs would have to be made to my apartment upon my departure from my lease. I reached out via email as well about my weighted blanket and cloth rope basket being ruined from the water damage. Im being told from the apartment property manager that I must file a claim with my renters insurance when my renters insurance is telling me that since the damage came from the negligence of the people above me, the claim should be filed with their renters insurance policy. Im being ignored and getting the runaround from the property manager. Im being shielded from being able to speak with the Regional Manager with Atlas Management. I need some assistance to get this issue resolved.

  

  Business Response

  Date: 04/11/2025

  Thank you for reaching out and for your feedback. We understand unforeseen maintenance issues can be frustrating to navigate through. After reviewing the account, it looks like our onsite team and the Portfolio Manager have been in touch regarding your concerns. We confirmed that you would not be held responsible for any damages or cleaning for the unit due to the water loss. And to report personal belonging loss, that would be something to settle directly with your renter's insurance as previously discussed. Please let us know if we can assist you with anything else during this time by reaching out directly to the onsite team or Portfolio Manager. 

• Initial Complaint

  Date:03/19/2025

  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.

  Atlas management LLC took over a year to replace my falling bathroom ceiling, the maintenance man had put screws into the ceiling to hold in place and they popped back out the next day, it wasn't until I made a statement about suing if it fell on one of my kids that they decided to fix the whole ceiling, also had a big tree fall on the neighbors fence behind my house that sat on the fence for months before they even had anyone come out and cut most of it, they also failed to pay everyone's water bills and the water was shut off and that was my last straw, I broke my lease and moved and now ******.

  

  Business Response

  Date: 04/14/2025

  Thank you for your feedback. We understand that transitions and maintenance issues can be frustrating, and we appreciate the opportunity to clarify the concerns raised.
  Regarding the ceiling repairs, we acknowledge there was a delay in completing the work. However, our records indicate that multiple rescheduling requests were made by the household, which affected our ability to complete the repairs within the original timeline. Our maintenance team responded promptly and completed the work orders based on the availability provided by the resident.
  As for the tree in question, it was determined that it had been altered using a chainsaw, which significantly compromised its structural integrity. This action was not approved by Atlas and was not performed by our maintenance team. Once this issue was identified, we promptly dispatched a vendor around October 30, 2024, who removed the tree, ground the *****, and went beyond the original scope of work to assist with additional backyard cleanup.
  Lastly, regarding the water service, the City has confirmed that it was never shut off to the building. While residents may receive procedural notices from the City, responsibility for utility billing in this case remained with ownership, and no interruption in service occurred.
  We do not believe these concerns constitute an advertising issue. It appears this review may be related to a broader dispute, as the resident currently has a balance pending collections. We remain committed to addressing legitimate maintenance and service concerns in a timely and professional manner.

  Customer Answer

  Date: 04/14/2025

   
  Complaint: 23087849
  
  I am rejecting this response because: all of this is absolutely absurd and false. There is an entire Reddit thread about how horrible all of Atlas management is around the ****************** area. The office managers can't hardly type a proper email. I never rescheduled the ceiling getting fixed I have kept everything from maintenance repairs to the water shut off. 
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:11/30/2024

  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.

  Since 2022, I have been a tenant of Atlas Management LLC and have encountered persistent financial misconduct, deception, coercion, and retaliation. Atlass behavior is not isolated to my experience; other tenants have reported similar treatment. Atlas Management's systematic fraud and misconduct extend beyond landlord-tenant laws, into violations of federal regulations, and pose significant risks to vulnerable tenants. Atlas used false advertising to secure my lease, falsely assuring me that repairs and cleaning had been completed. Upon move-in, I discovered hazardous conditions, including soiled carpets from the previous tenants pets, which delayed full occupancy for three weeks and caused health risks, and financial harm. Despite this, I was charged full rent with no compensation offered. Atlas withheld inspection photos proving unresolved damages until weeks after move-in and later altered tenant records to conceal its negligence. Atlass retaliatory behavior escalated when I advocated for fair treatment. In July 2023, they issued a rent increase notice in direct response to my complaints. In November 2023, they coerced me into signing a lease renewal under a last-minute deadline, threatening a rent hike if I didnt comply. Their misleading information left me no time for legal advice, and after signing, I discovered concealed issues that would have impacted my decision. Atlas ignored my repeated attempts to resolve these concerns, instead escalating economic abuse to force an agreement in their favor. Atlas continued financial harm throughout 2024 by overcharging and failing to complete promised repairs. Maintenance for water leak damage was scheduled before renewal but abandoned after signing. In November 2024, they falsely marked the request as completed, leaving me to cover repair costs while paying rent in full, fearing further retaliation if I sought reimbursement. (full letter within evidence)

  

  Business Response

  Date: 12/04/2024

  Hello BBB,

  **** ****** toured the residence on 10/24/2022. During this tour she had full access to view all the rooms of the home. During the tour it was explained that there was some cleaning and maintenance items to still be completed. It was mentioned that there would be paint touch-*** and carpet cleaning completed prior to move in but that we would not replace carpets.  The homes will have normal wear and tear from previous tenants. HOA construction was being completed in the neighborhood, which was evident when she toured the home.
  The carpet clean was scheduled for October 31st and maintenance was scheduled to be completed prior to move in.  
  
  October 26, 2022 the lease was sent for signature. The lease was signed by both Char and Atlas Management, The lease defaults to a 12 month lease and at no time did Char contact Atlas to correct the lease terms. 
  The move in inspection was shared on the Appfolio portal with Char on 11/03/2022 ( screenshotprovided ) 
  After move in Char did reach out to inquire about the carpets, we followed up to find out why they had not been cleaned when we had a confirmed appointment time. *** reached out to PG Long to get the carpets cleaned and the scheduling was completed through Char. Char also inquired about why the doorbell was not fixed and was informed that maintenance was not able to complete prior to move in. Char also wanted to know about glass for the fireplace, this type of fireplace does not have glass. There was also a broken hinge on a kitchen cabinet that was missedduring the move in inspection. 
  June 30, 2023  5:19 PM ( after hours ) maintenance request due to leak in ceiling. Work order sent to ***************** Atlas reached out to tenant and asked them not to use the shower They have another shower and have been asked to limit use. Leak only happens when they siethe shower 
  On Demand Plumbing scheduled for 07/05/2023- leak was fixed by On Demand Plumbing and sheetrock repair was completed by Atlas Management. Atlas has tried to schedule the painting multiple times and Char has cancelled multiple times. Due to the multiple cancellations that work order was cancelled out.
  
  During the first year of tenancy Atlas completes 2 inspections, 24 hours notices are served prior to each inspection.
  Renewal notices/price increase notices are sent 91 days ahead of time per Oregon tenant landlord law. A renewal notice was sent to ****, when we were informed it had the incorrect lease end date listed, we resent the notice. These notices also include a date by when the new lease needs to be signed. After much back and forth with Char where we offered an addendum to honor the advertised 18 month price, she declined and instead agreed to a 12 month lease. This was sent for signature November 3 and then again November 29, 2023. She was informed that if it was not signed by Nov 30, 2023 by 4:45 PM it would roll into a month to month lease as per the renewal notice.

  Thank you,

  Atlas Management, LLC

  Customer Answer

  Date: 12/11/2024

   
  Complaint: 22620268
  
  I am rejecting this response because:
  Atlas Management consistently avoids accountability through evasive communication, as evidenced by its response to my BBB complaint, which only reinforces my claims of Atlass systematic misconduct. Atlass written communications rely on misleading tactics, selectively addressing certain concerns while ignoring critical issues to shift the narrative and deflect attention from its repeated negligence and fraudulent behavior.
  
  Atlass responses are **** with inaccuracies, omissions, and falsehoods, unsupported by evidence, unlike my detailed and substantiated claims with evidence. Key issuesincluding fraudulent assurances, hazardous conditions, delayed occupancy without compensation, deceptive practices to secure leases, patterns of retaliation, and the removal, alteration, and falsification of tenant recordswere deliberately ignored or avoided, underscoring a pattern of Atlass systematic fraud and economic abuse. By blending fragments of truth with misleading information, Atlas manipulates the narrative to obscure accountability and perpetuate its misconduct. It only reinforces my claims of Atlas Managements unfair business practices and evasiveness central to my grievances.
  
  Atlas Management was given my BBB complaint with desired resolution, including 100+ page document with supporting evidence that spans over two years. Yet, see examples of Atlas Managements deceptive, evasive, misleading responses and my reply with full disclosure and clarification:
  
  Regarding the home tour, *** construction, carpet cleaning, prior tenant damages, unaddressed repairs, and withholding information before occupancy: Atlass response does not address its responsibility for causing financial harm, as well as health risks, due to Atlass knowingly allowing me and my family to move into the property with hazardous carpeting soiled with the previous tenants pet urine and f**** without forewarning.
  Atlas Management's response does not address withholding information and its property managers fraudulent confirmation to my emails in a saved voicemail, saying, Yes, the house will be ready. It has been professionally cleaned, the carpets have been cleaned. My family and I proceeded with the move based on these assurances.  
  Saved voicemails and emails after the home tour and lease signing solidified Atlass verbal promises, assurances, and confirmations regarding carpet cleaning, repairs, and *** information. As well as, emails and evidence after occupancy that Atlas Management used false pretenses and advertising, and did not deliver the home as promised, yet continues to overcharge market price rates for below market value.
  Regarding Atlass response, The homes will have normal wear and tear from previous tenants. The home's condition that Atlas Management delivered was far worse than normal wear and tear. If animal f**** in carpets, broken doors, and wall damage (to name a few) are Atlass idea of normal wear and tear, then unsuspecting renters and Property Owners should be forewarned of Atlass low standards.
  Atlas uses misdirection to avoid responding about its withholding *** information to secure occupancy, stating, *** construction was being completed in the neighborhood, which was evident when she toured the home.
  In two separate emails (AFTER TOUR and BEFORE OCCUPANCY), I specifically asked Atlas Management for the *** construction schedule for the unit, stating I wasnt aware they (*** construction) were working on the front of everyones townhouse and covering them in plastic and stating, I also work from home, so I need to know how this will affect my work going forward. Atlas Management was deceitful by forwarding a vague *** notice and withholding information that construction was set to begin in mid-November on the unit.
  Due to its honed devious behaviors, I began documenting and closely monitoring Atlas Managements patterns of retaliatory tactics, misconduct, altering records, and concealing evidence for their financial gaincontinuously causing tenant financial harm.
  Regarding Atlas Managements response, The move in inspection was shared on the Appfolio portal with (tenant) on 11/03/2022 ( screenshotprovided ). 
  Atlas Managements response falsely claims the inspection was completed and shared on 11/03/22, but records show inspection photos were withheld until 11/21/22 and dates were later altered to conceal the delay. The withheld inspection photos contradict Atlass property managers fraudulent claims that the rental home would be ready and carpet cleaning had been completed before occupancy.
  On November 21, 2022, at 4:18 pm, I received an email from Atlass Appfolio email stating, Please view this inspection weve shared with you. You can access this inspection any time through the Shared Documents section of your Online Portal. Directly following, at 4:19 pm, I received an email from Atlass property manager stating, The photos that were taken have been shared with you on your tenant portal.    
  Until November 21, 2022, the Shared Documents file in the Online Appfolio Tenant Portal had been empty. After 11/21/22 at 4:18 pm, the Shared Documents file displayed, Move In Inspections Shared On 11/21/2022 (documented and screenshots captured on 11/21/22). Later, Atlas Management falsified/changed the Online Appfolio records to Shared On 11/03/2022 to imply the inspection was shared the day before occupancy (documented and screenshots captured on 07/29/23).
  
  This was not an isolated event where Atlas Management falsified and altered tenant records to conceal its behavior, demonstrating Atlas Managements systematic fraud, exploitation, and misconduct. Atlas Management does not address my claim and evidence that Atlas removed tenant records in retaliation to tenant advocacy, nor does it address its documented overall two-year pattern of retaliatory tactics. Instead, Atlas chooses single events to respond with misleading information, lacking full disclosure, and cloaked behind a facade of legal compliance. 
  While Atlass rent increase response may appear routine, there is strong evidence this was a retaliatory action taken with malicious intent, given documented behavior throughout my tenancy and surrounding each event. Atlas strategically keeps the increase and notice within legal limits, showing its ability to technically comply with the law while still acting far below ethical and moral standards. Atlas tries to feign innocence instead of admitting to its tactics and pattern of abuse of power. 
  Atlas Management often uses its legal knowledge to exploit tenants, leveraging legal technicalities to intimidate and sidestep accountability for their actions. Atlas Managements ability to stay (just about) within legal boundaries while falling significantly below ethical standards is evident in several incidents and with several other Atlas Management tenants echoing similar complaints.
  After the retaliatory rent increase, Atlas altered and deleted tenant records to hide its misconduct. When confronted, Atlas Management attempted to conceal its fraudulent behavior by re-adding tenants records and further altering information on Appfolio portal.
  Regarding my claim of Atlas Management practicing false advertising and bait and switch lease terms, Atlas responds, October 26, 2022 the lease was sent for signature. The lease was signed by both (tenant) and Atlas Management, The lease defaults to a 12 month lease and at no time did (tenant) contact Atlas to correct the lease terms.
  
  To clarify: Atlas sent the lease for signature and the TENANT signed on October 26, 2022. HOWEVER, Atlas Management signed the lease weeks after occupancy, on November 21, 2022. Atlas Management is a property management company specializing in rentals and leases: so Why didnt Atlas Management contact me (the tenant) about the incorrect lease terms before fully executing the lease (5 weeks after the tenant signed)?
  Through its responses, Atlas avoids responsibility, places blame elsewhere with misdirects and provides disinformation.
  Further bait and switch tactics and misdirects: Atlass response, After much back and forth with (tenant) where we offered an addendum to honor the advertised 18 month price, she declined and instead agreed to a 12-month lease, is misleading and omits critical context.
  Firstly, the statement pertains to lease renewal negotiations a year after Atlas failed to honor the original 18-month price. During these negotiations, I consistently stated my preference for the offer of a 12-month renewal while raising valid concerns about a rent increase despite unresolved issues, damages, and prior overcharges.
  Secondly, Atlass response that I declined the 18-month price offer is deceptive. On October 2nd and 6th, I requested the 12-month offer with a rent freeze, citing my exceptional payment history, unresolved compensation for pre-occupancy issues, and ongoing damages. I even proposed a reasonable compromise: maintaining the current rate for six months, followed by the increased rate for the last six months, mentioning the unfulfilled advertised 18-month terms. 
  
  Atlas selectively addressed the 18-month lease advertisement, ignoring other critical concerns to frame the narrative in its favor and maximizing profit at my expense. This aligns with Atlass recurring pattern of financial misconduct and intimidation.
  
  Thirdly, Atlass reference to much back and forth conceals the real cause: Atlass own one-sided, dismissive behavior, including cyberbullying and retracting their original 12-month renewal offer. My efforts to reach a fair resolution were met with unfair treatment, prolonged delays, and significant time and resource expenditure. This back and forth spanned nearly a month and reflects Atlass obstructive approach.
  Lastly, Atlas omits that the property owners (not Atlas) ultimately reinstated the 12-month lease after I escalated the matter, following Atlass attempt to coerce me into an unfavorable 6-month lease addendum, an 18-month lease, or an exorbitantly priced month-to-month arrangement.
  
  Regarding coercive measures, Atlas Managements response has disinformation stating, This (lease renewal docs) was sent for signature November 3 and then again November 29, 2023. She was informed that if it was not signed by Nov 30, 2023 by 4:45 PM it would roll into a month to month lease as per the renewal notice. 
  
  Comparing Atlas Managements BBB response to Atlass email on November 29, 2023, at 4:11 PM it states, The dates and deposit paid has been updated and the new link was sent. The lease needs to be signed no later than tomorrow at 4:45 pm so we can update the correct monthly rental amount in the system, the amount will default to month to month if not completed on time.
  
  To further accurately clarify Atlass response versus the coercive email: 
  Only after signing did I discover and continue to discover Atlass deceptive information used to secure the leaseAtlas had already updated the correct monthly rental amount in the system and Atlas could prevent the defaulted month-to-month amount/term with adjustments in the system to allow time to meet and discuss unresolved issues before signing, 
  Atlas Management sent lease renewal docs riddled with errors on November 3, November 27, and November 29. 
  After the property owners reinstated the 12-month term offer on November 2, Atlas management continued to avoid my requests to meet and discuss unresolved issues and errors in the lease documents to resolve before signing the renewal. 
  Atlas Management then escalated the situation and pressured me to sign the renewal lease by using coercive tactics and deceptive information to avoid addressing the ongoing issues.
  Altas Managements response misleads and severely downplays its fraudulent coercive tactics in its property managers email on November 29, 2023. Additionally, Atlas Management lacks full disclosure in response to the reasons behind the coercion and Atlas avoids responding to the deceptive information it used to secure the lease. 
  
  Regarding false pretenses to secure lease renewal and prolonged/incomplete water damage repairs: Atlas Management uses disinformation in its response stating,On Demand Plumbing scheduled for 07/05/2023- leak was fixed by On Demand Plumbing and sheetrock repair was completed by Atlas Management.
  To clarify with the correct information: the leak began on 6/30/23, On Demand Plumbing assessed on 7/5/23, and Atlas did not schedule leak repairs until weeks later, and Atlas Management never completed all the repair workgiving misleading information about completion by mentioning sheetrock repair completion. Sheetrock was only the first step in the prolonged repair project. 
  
  Atlas indicated they would complete the project, and then abandoned efforts once the renewal lease was secured.
  Atlas states, Atlas has tried to schedule the painting multiple times, and (tenant) has cancelled multiple times. Due to the multiple cancellations that work order was cancelled out.:
  There were three attempts by Atlas to schedule painting:
  On 10/4/34, Atlass maintenance tech texted and asked the same day to, swing by and paint. I declined due to my work from home and under no obligation without 24-hour notice. Atlass tech texted back, No worries! 
  On 10/26/23, (the day before a scheduled appointment), Atlas maintenance attempted to change the morning appointment time, after I had already moved work appointments around to accommodate the repairs, the new time was conflicting. Both parties agreed to reschedule. 
  On 11/29/23, Atlas sent a schedule reminder without a specified timeframe for the next day's appointment. I work from home and need an idea of when to expect maintenance to arrive, so I texted Atlas back to give them enough notice stating, Im not sure what the window timeframe was on this but tomorrow does not work. Thanks.
  Throughout my tenancy, there had been ongoing issues with Atlas Management and its vendors changing or (same-day) canceling appointments. This was one of many issues that I needed to clarify with Atlas Management before signing the lease renewal. I had been trying to discuss issues such as these, but Atlas Management refused to meet in person or over the phone, directing control using cyberbullying tactics. 
  
  Atlas is deceptive when stating, Due to the multiple cancellations that work order (water damage repairs) was cancelled out. This work order was only recently closed on November 13, 2024a year after these supposed cancellations. Atlas Management made no attempts to follow through on its pretenses to complete the repair work once it secured the lease renewal. Additionally, Atlass actions add weight to my claims of Atlass pattern of retaliatory measures including prolonged repairs. These incomplete repairs lowered the value of my rental home. However, Atlas continues to overcharge and harass.
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 12/19/2024

  Atlas will no longer respond through BBB on this complaint. There is legal action pending so this is the advice of our legal counsel. 

• Initial Complaint

  Date:11/04/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was going through a divorce and was trying to find a roommate for the last couple of months for the apartment that my wife and I shared. The roommate that I had set up backed out after she was supposed to move in. I then called ATLAS to see if I could set up a repayment plan for the last month. They originally said yes, then change their mind to no. Apparently, the company restructured their management team and the new manager called me and suggested I be set up on a repayment plan. We had spoken a couple of times and when she emailed me the paperwork to sign for the repayment plan, I was unable to log in. I then took a screenshot and emailed it to her and I never heard from her after that. Fast forward a couple months and a few more sent emails with no response, I finally called and she told me they had sent me to collections. I was then forwarded to the person who was now handling my account and he told me there was nothing I could do. I have the emails to prove I had been trying to contact them with no response. This is completely unethical. I was offered a repayment plan, then they stopped responding and sent me to collections with no word whatsoever. I've uploaded screenshots, with time stamps, of my first attempt to contact them.

  

  Business Response

  Date: 11/25/2024

  We are very sorry to hear that you had a poor experience with moving out. We try to be as accommodating as possible with past due amounts, but our policy is that after 90 days of move out if there is no payment(s) received than the account is sent to collections for further processing. According to our records, there was a move out at the end of June and our team had attempted to arrange a payment plan with you in September but there were no payments received. About a month later on October 8th the account was sent to a collection company. Again, we are sorry to hear that you had a negative experience with moving out. We would kindly ask that repayment of the past due amount is made directly to the collection agency. 

  Thank you,

  Atlas Management

• Initial Complaint

  Date:10/25/2024

  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 lived in ********************* owned by atlas management 2 years ago. I was suppose to get my full deposit back after move out inspection. Its been 2 years and they still havent gave a remainder of it back, they delivered the check and it was delivered to the wrong address. I spoke the **** and they didnt help I spoke and filed a police report and the police didnt help then when they (atlas) got with their bank and found out it was a stolen check they said it would take a year to get it back and every time I call or send a message saying I want my remainder of the check they dont pick up or reply to messages.

  

  Business Response

  Date: 11/04/2024

  Thank you so much for reaching out and sharing your experience. Were truly sorry for the frustration this situation has caused and appreciate your patience as weve worked to resolve it. After reaching out to our bank, we recently received confirmation on the reimbursement, and were pleased to let you know that a new check will be ready for you this week. Our team will reach out directly to arrange a time for you to pick it up. Were here to help if you have any further questions in the meantime, and we look forward to resolving this for you fully.

  Thank you,

  Atlas Mangement

• Initial Complaint

  Date:10/21/2024

  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.

  On October 10, I notified Atlas Management that the elevator at ****************** is out of service. On October 15, Atlas emailed the following:"First of all, we are reaching out to apologize for the inconvenience with the elevator. Our vendor is currently on their way to fix it, and we expect this to be completed by today. Thank you."No "vendor" came and the elevator is still broken.On October 16, Atlas emailed the following:"We would like to extend our sincerest apologies for the ongoing delay in repairing the elevator. Our vendor has been on-site multiple times to address the issue and will be returning on Friday to complete the necessary repairs. We appreciate your patience and understanding during this time."No "vendor" came and the elevator is still broken.On October 18, I reached out via email:"Good evening,1. When will the elevator be repaired?2. Why has the elevator not been repaired sooner?3. What vendor has been tasked with repairing the elevator?4. What, if any, steps will be taken to ensure that in the future, the elevator is repaired in a timely manner?5. Will a rent credit be issued in acknowledgment of the substantial inconvenience this issue has caused?"On October 21, Atlas replied:"thank you for getting in touch with us. We apologize for the delay with the elevator; our vendor has informed us this is an electrical issue. We have already coordinated with another vendor to have it checked, please rest assured we are actively working to have this resolved. Thank you for your patience."The only people who have looked at the elevator are Atlas Management's own maintenance people. Not licensed elevator repair people. The previous management company was able to consistently repair the elevator within 48 hours of being notified that it is out of service.Tenants with mobility challenges are struggling to get to and from their units. I am on the top floor and am unable to use my stroller because I cannot carry it up and down the stairs.

  

  Business Response

  Date: 11/01/2024

  Dear Ivory,
  Thank you for your feedback and we are very sorry to hear about the delay with the elevator repair at your property. After reviewing the maintenance file, it looks like we had the elevator vendor onsite to repair the amenity on numerous occasions before they had let our team know that electrical repairs were needed. This was in addition to our Atlas team members attempting to diagnose the issue as well. After 3 site visits from the elevator vendor, they determined an electrical repair was needed and we had another vendor onsite within 4 days to complete that repair. We understand how frustrating it can be when repairs are needed, and we will continue to do our best to remedy issues in a timely manner. Thank you again for reaching out and if you would like to reach a friendly member of our team please feel free to contact the property at ************************************************ ************.

  Customer Answer

  Date: 11/01/2024

   
  Complaint: 22455052
  
  I am rejecting this response because:
  
  It fails to address any of the questions posed and does not include compensation for the substantial disruption to daily life. Further, claims that a vendor was ever on site are unsubstantiated and must be assumed false. If you are not lying you will provide the names of the invisible vendors. 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:09/30/2024

  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 filing this complaint regarding an improper charge from Atlas. My original lease with a previous property management company expired February 29th 2024. According to the terms of that lease, if no new lease is signed, the tenancy converts to a month-to-month arrangement, which only requires a 30-day notice to vacate.During the transition to the new management company, we attempted several times to sign a new lease but received no response. Despite this, we continued to pay rent monthly for about 5 months after the original lease expired. On July 18th, we provided a formal 30-day notice of our intent to vacate, which complies with the terms of our original lease and local tenant laws.Upon moving out, I received a notice from Atlas charging us $2,692.50 as a lease break fee. Since we were on a month-to-month lease at the time and followed all proper procedures, this fee is unjustified and in direct conflict with the terms of our original lease.I have contacted the property management company directly, but they have refused to give me any answer. Again, as mentioned, no new lease was signed with them, and we followed all legal requirements for vacating.Desired Outcome:I am requesting that Atlas Property management remove the improper lease break fee of $2,692.50 and provide written confirmation that our account is settled with a $0 balance.I believe this charge is in violation of the terms of the original lease agreement, and I am seeking the BBBs assistance in resolving this matter.

  

  Business Response

  Date: 10/01/2024

  Nicholas,

  
  We are very sorry to hear that you had a negative experience with the move out process and understand your frustrations. After review, it looks like the lease break fee was applied in error. We have reversed this charge on the account and the final owing balance is $0.00. Thank you for your feedback and please contact our office if we can assist with anything else, [email protected].

  Thank you,

  Rain Tree Apartments

• Initial Complaint

  Date:07/17/2024

  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.

  I placed a deposit for $500 on an apartment at ********************** (************************************) on May 23, 2024. Ultimately I did not move into that apartment, and was told I would be receiving a refund of that deposit, which I still have yet to receive, almost two months later.

  

  Business Response

  Date: 07/18/2024

  Dear *******,
  
  
  Thank you for bringing this to our attention and I am sorry it took this amount of time to receive your refund. We have notified our Accounting Manager to expedite the deposit refund and we will mail it to the address provided. Please feel free to contact the property manager if you do not receive the check in about a week, ************. 

  Thank you,

  Atlas Management

  Customer Answer

  Date: 07/25/2024

   
  Complaint: 22005360
  
  I am rejecting this response because:

  
  It has been a week and I still have nothing from the company. I do **** have my refund, as was promised. I have heard nothing from the company. This still needs to be pursued. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/01/2024

  This was mailed out. See certificate attached. 

  Thank you,

  ****

  Customer Answer

  Date: 08/01/2024

   
  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:07/03/2024

  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 moved out in April of 2024 and I have reached out multiple times to the management and cannot reach anyone. They have not sent me the refunded security deposit of $1,100. They sent the quote of the refund on April 28, 2024

  

  Business Response

  Date: 07/15/2024

  Hello ****** and thank you for your feedback.  We apologize for the inconvenience and understand the frustration. 
  
  
  We have done an internal investigation and determined that while the check was sent out on 5/30/2024, it has not been cashed.   We will be reissuing a new check and will mail it to your most current address.  A team member will reach out to confirm your current address so we can complete this as soon as possible. 
  
  
  Please do not hesitate to reach out to ********** directly should you have any questions.  We are happy to assist! 
  
  
  -Atlas Management, LLC

• Initial Complaint

  Date:04/08/2024

  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.

  This business is trying to claim that I owe them $261.04 on a water/sewer billing that is not true. I have contacted the water company directly and they have stated that my account is zero and the amount of $261.04 has never been owed by me so they are not even sure where Atlas Management came up with that number.

  

  Business Response

  Date: 04/10/2024

  Hello, 

  Thank you for reaching out. I have attached the bills in reference. They have been prorated through your move out date 

  Thank you,

  Atlas Management

  Customer Answer

  Date: 04/10/2024

  Hello,

  There is so much information I want to pass off to you, the additional attachment's I will email you directly.

  - the amount that Atlas is stating I owe of $130.52 due on 2/15/24 was paid for by me directly to the City of ********* on 2/8/24 as seen on screenshot attached from my Bank statement

  - the amount that Atlas is stating I owe of $164.39 is true - that **** just came out and is not due until 4/11/24 and is not part of the Past Due from "Water/Sewer Chargeback 11/17/223-1/19/24" that is on screenshot attached - and might I add that copy of the bill that they sent to you clearly shows that i paid the $130.52 to the City of ********* which left me with a Zero balance

  - the screenshot shows a total of $261.04 that they say is past due - but if you add up the 2 bills they sent you that adds up to $294.91 - - huh???

  - I did not include the $42.98 they say I owed previously but you can also see that I paid that directly to the City of ********* on 12/6/23, also shows up on the first bill as being paid which left me a credit on my City of Vancouver bill...I also paid it to Atlas on 2/8/24 just so they would quit hassling me - but you can clearly see from the screenshots of my bank accounts that it was paid to both parties. 

  -you can also see from my Bank Statement that I paid $40 to the City of ********* on 8/8/23 - which was a reinstatement fee that Atlas didn't pay them after my water had been shut off because Atlas Management never paid the bill from the previous tenant. Which they finally did do since it is illegal for utilities to be shut off from what I understand anyway. 

  -so technically, Atlas owes me $82.98

  Thank you very much for your time and assistance in this matter. 

  Customer Answer

  Date: 04/10/2024

   
  Complaint: 21545964
  
  I am rejecting this response because:

  Hello,
  
  There is so much information I want to pass off to you, the additional attachment's I will email you directly.
  
  - the amount that Atlas is stating I owe of $130.52 due on 2/15/24 was paid for by me directly to the City of ********* on 2/8/24 as seen on screenshot attached from my Bank statement
  
  - the amount that Atlas is stating I owe of $164.39 is true - that **** just came out and is not due until 4/11/24 and is not part of the Past Due from "Water/Sewer Chargeback 11/17/223-1/19/24" that is on screenshot attached - and might I add that copy of the bill that they sent to you clearly shows that i paid the $130.52 to the City of ********* which left me with a Zero balance
  
  - the screenshot shows a total of $261.04 that they say is past due - but if you add up the 2 bills they sent you that adds up to $294.91 - - huh???
  
  - I did not include the $42.98 they say I owed previously but you can also see that I paid that directly to the City of ********* on 12/6/23, also shows up on the first bill as being paid which left me a credit on my City of Vancouver bill...I also paid it to Atlas on 2/8/24 just so they would quit hassling me - but you can clearly see from the screenshots of my bank accounts that it was paid to both parties. 
  
  -you can also see from my Bank Statement that I paid $40 to the City of ********* on 8/8/23 - which was a reinstatement fee that Atlas didn't pay them after my water had been shut off because Atlas Management never paid the bill from the previous tenant. Which they finally did do since it is illegal for utilities to be shut off from what I understand anyway. 
  
  -so technically, Atlas owes me $82.98

  This may be a duplicate of what I have already sent to you but I was not sure if I did it correctly the first time. And I will be sending you addl screenshots. 

  
  Thank you very much for your time and assistance in this matter. 
  
  
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 05/08/2024

  Thank you for bringing these discrepancies to our attention. We sincerely apologize for any confusion and inconvenience this has caused you. Please rest assured that we are reviewing this matter internally with the utmost urgency to rectify any errors and ensure that all your payments are accurately accounted for.

  
  Your detailed documentation is invaluable in helping us resolve these issues, and we appreciate the effort you've taken to clarify the payments. We are currently cross-referencing the payments and charges to provide a swift and accurate resolution.

  
  Again, we apologize for the oversight and appreciate your patience as we work to resolve this. We will keep you updated on the progress and any actions we take to correct your account. If you have any more information or further concerns, please do not hesitate to reach out directly.

  Customer Answer

  Date: 05/14/2024

  I do not want to accept their response and close out this case until I know it has been fully resolved. Is that an option?

  Thank you

  Customer Answer

  Date: 05/21/2024

   
  Complaint: 21545964
  
  I am rejecting this response because: I would like to get complete resolution to this case just because it has been so difficult to communicate with any one at the Atlas Management ************ I would like to get a response from Atlas Management no later than 6/21/24 clearing up any discrepancies on moneys owed and correcting my ledgar showing any discrepancies have been corrected. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 06/12/2024

  Hello,

  We understand there has been some confusion during our switch to Conservice, and we want to clear things up and inform you about the next steps for utility billing.
  To make the transition to Conservice seamless, Atlas paid all past-due bills as of January 2024 to the City of *********. However, the City continued accepting payments from both Atlas and residents, resulting in credits on each account. We initially thought we could reverse these charges and get our money back from the *****************, but that wasnt possible.

  As a result, Atlas needs reimbursement for these payments. We kindly ask residents to pay the fee on their accounts to offset the credits we applied. This means paying your current billing cycle (3/19/2024-5/21/2024) or the next one (5/22/2024-7/19/2024), unless the credit was applied to an unpaid bill.

  In short, you received the credit on your utility account that should have gone to Atlas Management and we are unable to get it back to us in any other way. 

  Kindest Regards, 

  Atlas Management