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:02/02/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally file a complaint regarding the ongoing delay in receiving my refund from The ***** Apartments in ************, *******. I vacated the property on November 30, and despite providing a forwarding address, I have yet to receive my refund check after nearly two and a half months and multiple follow-ups.On December 17, I received an email from ******* *., the manager at The *****, stating that my refund check was not delivered due to an invalid address. Shortly after, at 10:39 AM, ********* *., the Accounts Payable Specialist, responded, assuring me that the check would be leaving the office that day after I validated my address and requested for the check to be mailed to The ***** for pickup. However, I visited the apartment complex twice before January 1, and my check was still not available.On January 6, ******* *. followed up via email, stating that a new check would be reprinted and mailed on January 17. In the meantime, I contacted PRG Real Estate's main office and left a message, as well as sent an email, to which ********* *. has not responded. Now, as of February 2, I still have not received my refund check that was supposedly mailed weeks ****** clarify, my new address is valid, and I receive mail here daily. There is absolutely no reason for this company to have failed to send my refund check as promised.This repeated lack of follow-through and communication is completely unacceptable.

  Customer Answer

  Date: 02/10/2025

  To whom it may concern,

  The business in my complaint, The *****, responded by mailing my deposit refund. I would like to drop my complaint. 
  

  Thank you.
  

  ******** *.  

   

• Initial Complaint

  Date:11/17/2024

  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 moved out of the apartments in question at ********* on 10/31/24 I had a 1600 dollar deposit. On 10/31/24did a walk through whereupon hyde park took pictures of the unit upon returning the keys. They told me my deposit was depending on carpet cleaning/ replacement. On 11/16/24 I received a check for 244 dollars which was my "deposit return" itemized on the bill were items previously paid ( utilitys) and a charge for ******* for the carpet.....the only carpet that was not in perfect condition was the living room which honestly just needed steam cleaned not replaced and even if replaced would not cost almost 1200 dollars... I am dealing with a child with leukemia and cannot afford for prg to take advantage and lie to keep my deposit I was counting on that money to pay for medical expenses and medicine for my child. Any help with this would be much appreciated. Thank you

  Business Response

  Date: 12/04/2024

  Hello,

  All charges charges are correct.

  Utilities are back billed by 2 months so those are her final utilities.

  The carpet was brand new at move in (invoice attached).

  When she vacated the unit there were dark/black stains on the carpet throughout the apartment.

  The onsite team attempted to steam clean the carpets, but it was recommended they be replaced (recommendation from steam cleaning company attached).

  Invoice for replacement attached.

   

   

   

  
  

• Initial Complaint

  Date:07/08/2024

  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.

  I moved out of ************************* in ********** SC on 5/30/24. When I departed I returned all key, and left the apartment clean for the new tenants. Per our lease agreement my security was to be returned and I have yet to receive it. *** contacted the corporate office as well as the apartment manager and Ive been given the run around.

  Business Response

  Date: 07/19/2024

  The resident spoke to our Palmetto Place leasing team a few times requesting an update on the status of her refund packet.  The resident was informed that her refund check was issued in a timely manner.  Her check was cut and placed in the mail June 18th, 2024.  Unfortunately, there was a delay on the ************* side that delayed the delivery of the residents refund check.  This matter was completely out of PRG Real Estates control.   Our team notified the resident that a stop check could be placed and a new check issued; however, we explained the bank would not let us do that until 30 days after the original check issue date.  This would mean a new check could not be cut until July 18th.
  
  The residents original check did arrive in the mail on July 17th, and she is now in possession of her refund check. 

• Initial Complaint

  Date:06/30/2024

  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.

  I have an on-going issue with one if their properties called The Box. I have made numerous complaints to the leasing office concerning repeated noise violations by my upstairs neighbors. I have provided the leasing office with documentation such as audio recordings and videos to support my claims, but they have done nothing to resolve the issue. This has been an on-going issue since October of 2023. I reached out to the *** Real Estate corporate office multiple times, through both email and voicemails, but no one has contacted me, to speak with me, or provide a resolution.

  Business Response

  Date: 07/02/2024

  The office has reviewed the videos provided and entered the apartment to listen to the noise reported by the resident during office hours; however, neither was found to be excessive. We have advised the resident to use the non-emergency line for after-hours complaints with a third-party verifier. Additionally, we offered to transfer the resident to another unit within the community and provided lease termination options, but neither option has been requested thus far. 

  Customer Answer

  Date: 07/02/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 21922317
  
  I am rejecting this response because:

  In order for me to terminate my lease, you all want me to pay an exorbitant amount of money, which is both unfair and unjust. I should not be charged for terminating a lease because you all failed to effectively address the noise issue, as there has been multiple violations of ******'s quiet enjoyment. 
  
  
  Regards,
  
  *****************************
  
  
  
  
  
  
  
  

  
  

  Customer Answer

  Date: 07/02/2024

  In the process of transfer, stay tuned. 

• Initial Complaint

  Date:03/14/2024

  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 was a tenant in an apartment complex managed by this company in ********* **************. I advised them I would move out almost 2 months prior to the end of the lease and used that time to thoroughly clean the apartment including steam cleaning the carpet as required by the move out conditions, making minor touch-up repairs to walls, vacuuming and cleaning the entire apartment and vacating it in condition very similar to how it was received.Once I vacated and return the keys I asked repeatedly to have an inspection performed but never received any response from the management company. I did not worry because I knew I had left the apartment in like new condition to how it was received and had no concerned. I did also document the condition of the apartment with photographs just in case.I have since received a notice that they intend to replace, or already have replaced, all of the carpet in the apartment and are proposing to charge me the full amount of the security deposit. There was no justifiable reason for this and I have been provided with no supporting evidence as to why. It seems they just decided it would be nice to keep my security deposit rather than return it. In fact they're charging me a slight amount more than the security deposit and asking me to send them about $100 more. This is a shakedown and provides me with no ability to challenge their claims. I have photographic evidence that the carpets were absolutely fine and the apartment was subject to normal wear and tear. We had a pet cat which we also paid a pet fee to cover any incidental damage but that was not necessary because the cat didn't do any damage, especially not to the carpets. In my view this is a complete rip off and I would only be satisfied to get my security deposit back as is justified.My calls to discuss this with the company have been ignored.

• Initial Complaint

  Date:07/18/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  on july 14th at 2:39pm my toilet and bathtub backed up with sewage I called emergency maintenance to come out. They vacuumed up the water, told me a cleaning crew was coming. It took six hours for a first cleaning crew to show up. They did not clean properly for the fecal material that was left on the floor. Then they told me they were bringing a second cleaning crew out who could handle the situation with proper chemicals to sanitize all they did was spray a solution onto my floor and leave that took nine hours for them to come out over the weekend. I was left with fecal matter still on my floors, walls, baseboards, toilets, and shower with nobody to contact to help get me another cleaning crew or a moisture check as water was seeping up through my floors me and my mother were left to clean it ourselves to the best of our ability with no proper training . come Monday, July 17th it is day four of not having proper sanitation or a clean environment to live in and I am still being forced to stay in my apartment and breathing these microbacterials. I am now sick running a fever and having diarrhea. And severe anxiety and panic attacks. I have videos and photographs and text messages of everything that has occurred, and would be glad to provide them for you. as of 3:30 they have no solution for a cleaning crew to come but not until Wednesday.

• Initial Complaint

  Date:04/12/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I leased an apartment at *************** in ********, **, based on the notion that the concrete ceilings would alleviate the typical issue of hearing the neighbor above. I was wrong. As a result, when my lease was about to end, I looked at the floor plan of the building and discovered that unit **** did not have an apartment unit above it, only the sky lounge. I reached out to the leasing office and inquired if the unit would be coming available at the time my lease was up. I expressed the reasons why I had an interest in this specific unit (because of my issue with noise from above and nothing being above **** other than a lounge). I informed the leasing agent that, if the unit **** was not going to be available, I was not going to renew my lease at the apartment complex. I was informed by the leasing agent that she believed that the unit would become available around the time my lease expired and would get back to me. During this time I cased the sky lounge out, specifically at night, to see how much foot traffic occurred. During that time, there was nothing in the sky lounge other than couches, tables and chairs (no pool tables, hockey table etc.). The foot traffic was very light and the people there sat on laptops, sat and read books etc. Based on this, I made the decision to lease unit ****, if it were to be available when my lease ended. The leasing agent finally informed me that unit **** would be available a couple of weeks after my lease ended and that she would extend my current lease until unit **** was available. Upon moving in unit ****, it was peaceful. About a week or two later I started hearing increased amount of commotion above me. When I went to the sky lounge to investigate, management relocated the pool table (which had been downstairs the entire time, prior to me moving into ****) above my apartment (bedroom). I tried to tolerate the noise for months, but the issue has started causing me to lose sleep, which affects my mental health

• Initial Complaint

  Date:03/20/2023

  Type:Billing 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 occupy one of the apartments in the ********************, Fort Mill property managed by PRG. In June of last year, I was charged one time pet fees and a recurring pet fee. I was okay with the one time charge but not the recurring pet fee as I no longer had any pets. I emailed and was assured via email that if I don't have any pets anymore I would not be charged any recurring pets fee going forward. Since then I did not have any pets in the apartment. Still for the last 10 months including Mar 2023 I have been getting $40 per month charged. To date I have been charged $400 without any reason. I emailed on Mar 6th 2023 about this to the leasing office but to date have not received any satisfactory response.

  Business Response

  Date: 03/24/2023

  Hello,

  The Assistant Manager of ********************, *************************, corresponded with *************************** via email on 3/20/23 and agreed to credit ****** the agreed upon amount  on her April 2023  statement.

  Thank you,

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

  Customer Answer

  Date: 03/24/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***************************
  

• Initial Complaint

  Date:12/21/2022

  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.

  During the tenant check out process the property manager asked me to put my address and sign a check out form which was blank. She then told me my checkout process was complete without counting and validating the keys I turned in with myself. I found this odd but figured she would take care of it. The company is now charging me $150 for 2 key fobs and $75 for 1 parking decals that I turned in. I've explained multiple times that the property manager asked me to sign a blank form and did not review the count with me and they refuse to adjust the pricing. I've explained that I am still in the area and if I had the items I would return them. I've asked them to confirm their key fob inventory or review cameras and they did neither.

  Business Response

  Date: 02/15/2023

  *************** to Complaint ID ******** submitted by ************************  *************** moved out of ********** Apartments on 10/26/2022. During the checkout process **************** signed a PRG Resident Turnover of Keys form. The form indicates 2 front door keys, 2 mailbox keys, and 1 decal were received by the office. He was informed by our staff that he had 3 days to turn in 2 key fobs and 1 decal to avoid charges. The key fobs and decal were not turned in resulting in **************** being charged for the missing items.  A dispute was submitted to our Collections Department by **************** regarding the fob, decal, and damage charges for broken blinds and a carpet cleaning. After speaking with ****************, we agreed to issue a credit for the damaged blinds and the carpet cleaning that were charged.  The charges for the two fobs and decal would remain owed to *********** Apartments.

  Business Response

  Date: 02/16/2023

  Update as of February 16, 2023:  While we have no record of **************** returning his keys or fobs, and we clearly communicated the charges, we reached out to **************** one more time to review his concerns. As a courtesy, we agreed to refund an additional $225 to resolve this dispute. 
  
  Thank you,
  
  ****
  
   

  Customer Answer

  Date: 02/16/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:

  ******** claims to have communicated the missing keys with me but that did not happen. They did agree to remove the charges so that satisfies my complaint. 

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

• Initial Complaint

  Date:11/03/2022

  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.

  ****** ***** apts When we moved in The carpet was dirty and I immediately filed out the complaints when I was cleaning the floor getting the paint they left on it I discovered the ac closet. And it was full of mold I advised them they just said how do you know its black mold. Did you test it. So yes I did there are 4 molds growing In the ac closet and coils there were hyphae fragments , cladosporiun , pen / asp , stachybotry causing me health issues since Im allergic to molds we could not run a. Or heat after discovered why I was sneezing eaters eyes and the moldy taste and migraines I am now suffering. They finally cleaned it half cocked still moldy. The last 4 pictures are after the clean and they blew it into the air which made it worse

  Business Response

  Date: 12/08/2022

  This was the outcome.
   
  ***  ****** vacated our community on 11/16/2023. Her concerns and requests were addressed.  She was allowed to terminate her lease prior to the lease expiration and no fees related to early lease termination were charged. In addition, rent and charges related to November were waived, as well as the pet fee and pet fee charges. *** ****** was satisfied with the resolution