Complaints

This profile includes complaints for Sares-Regis Group's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Sares-Regis Group has 12 locations, listed below.

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• 

  Sares-Regis Group

  3501 Jamboree Rd. Suite 3000 Newport Beach, CA 92660

• 

  Waterford RiNo, LLC

  2797 Wewatta Way Denver, CO 80216-3619

• 

  Sares-Regis Group

  901 Mariners Island Blvd Ste 700 San Mateo, CA 94404-5035

• 

  Sares-Regis Group

  3501 Jamboree Rd Ste 3000 Newport Beach, CA 92660-2904

• 

  Woodlake Apartments

  11400 NE 132nd St Kirkland, WA 98034-6324

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:02/22/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The use of the washers and dryers are part of my lease. There are just under 100 units here and 10 washers and dryers. They are constantly broken. Currently, there are 5 broken washers. I would like a professional repair service to come and fix them properly and this company does nothing about this situation.

  Business Response

  Date: 03/07/2025

  We have been in communication with the resident regarding The Washers/Dryers. We have contacted the vendor that owns the washers/Dryers. They came out to service and replace the washers water lines. All items have been resolved. 

  
  

  Customer Answer

  Date: 03/07/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ********* *********
  
   
  

• Initial Complaint

  Date:02/12/2025

  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.

  We moved into the Nineteen800 apartment at ******************** managed by Sares Regis Management Company on January 27th and have been experiencing ongoing noise disturbances from the unit above us since the beginning. The noise issues include frequent stomping throughout the day and night. Most concerning is a loud bang at midnighttypically around 2 AM or 4 AMfollowed by the sound of someone walking to the bathroom, flushing the toilet, and returning to bed. This consistently wakes me up, making it difficult to sleep. Additionally, there are fast-paced stomping noises from the children upstairs, often occurring after 10 PM.I escalated the matter to the leasing office. Their initial attempt to resolve the issue involved sending an email to the upstairs tenants, which had no effect. After the noise persisted, I visited the leasing office again, and they made a phone call to the upstairs neighbors, but this also failed to resolve the problem. The upstairs neighbors frequently stomp loudly throughout the day and night, often waking us up in the middle of the night. This has severely impacted our ability to rest, making our living situation ****************** is the timeline we contacted the property management to address this issue: February 6th Reported by phone February 7th Reported by phone and started ongoing email correspondence February 8th Went to the office in person February 10th Went to the office again in person Despite our repeated complaints, the management has failed to resolve the issue. They have only stated that they are communicating with the tenant above us, but the noise continues, and our suffering persists due to severe *****************.At this point, we feel that the management company has failed in its responsibility to provide a habitable living environment. We request immediate action to either resolve the issue or allow us to terminate our lease without penalty.

  Business Response

  Date: 03/10/2025

  The site manager did respond to this resident's request and attempted to mediate between the two neighbors.  When this was unsuccessful, the site manager offered to reduce the lease break penalty for the downstairs neighbor by half and allow them out of their lease with a 30-day notice and a payback of their concession.  

• Initial Complaint

  Date:11/12/2024

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a formal complaint against Regis-Sareis regarding my lease and move-out charges at their property, Artizan, located in *******, **. I believe that the charges assessed to me upon my move-out were unjustified and lack transparency. Despite multiple attempts to seek clarity, my requests have been met with evasive ************** are the details of my complaint:Lease Dates: July 22, 2023 October 21, 2024 (15 months)Security Deposit: $1,300 Issues:Water Charges Despite Apartment Water Meters: Upon my move-out, I was charged for two months of "utilities" in excess of $169 despite each apartment having individual water meters. I was charged for services for two months after I vacated. Cleaning Fees and Walkthrough Discrepancy: I was charged for cleaning, although I left the apartment in excellent condition and provided photographic evidence to management. A maintenance technician conducted a walkthrough of the apartment as part of move-out procedures, confirmed via email by the Leasing Manager. Now, they claim I did not submit to a walkthrough. Despite several requests, I have not received an itemized breakdown explaining what specifically required cleaning.Hauling Fees Without Explanation: I was charged $100 for hauling fees without any explanation of what was supposedly hauled. I left no belongings or debris behind upon departure.Carpet Steaming Charge: I was charged "$100" for steaming the carpet, which I believe falls under routine maintenance. No extraordinary damage was present.I have repeatedly asked for a detailed breakdown of these charges, but instead receive generalized responses that fail to address why I was charged almost $700, despite leaving the apartment in immaculate condition.

• Initial Complaint

  Date:09/29/2024

  Type:Billing 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.

  Let's start with the fact that I have never lived at Legends at ***************** located in ********* managed/owned by SRG Residential aka Sares Regis Group. I have never inquired about, never applied for, and never lived at the apartments at *****************. However, to my surprise, Legends of Legacy has somehow managed to add an erroneous collections debt to all 3 of my credit reports at the major credit bureaus. Not once, but TWICE!!! I immediately went to Legends at Legacy and spoke to the Property Manager, **** ****** and explained to her the situation and that it appears that they have reported this collections debt to my credit reports in error. I also explained that their collections agency "CollectTech" aka "Property Receivables" (located in **********) provided me the names of the 2 individuals that lived there, one of which was a male that has the same name as me with a different spelling name as me-last name being different than mine "s" vs "z." She was extremely unhelpful and referred me back to the collections agency. Even though they claim that I owe them money they would not provide me any proof to substantiate that the debt belongs to me, my name, my date of birth, and/or my social security number. I also spoke with the assistant property manager and after I gave her the name of the primary female that leased the apartment and she IMMEDIATELY KNEW THE FEMALE AND MALE THAT I WAS REFERRING TO. She told me that 1. This debt is not mine, 2. I was not the the co-signer and that it was another male with a similar or same first and last name as me that co-signed with the female. She also confirmed that the female was murdered by the male (the females on again, off again boyfriend) which is confirmed in numerous online news articles. This male is now incarcerated in California. I need someone from *** corporate to contact me ****!

• Initial Complaint

  Date:09/24/2024

  Type:Order 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.

  Ascend Milpitas apartment unlawfully detained my deposit after move out

• Initial Complaint

  Date:09/09/2024

  Type:Billing 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.

  The Royce ********** has charged me for fees that are not applicable to my situation. Specifically, I was charged a trash-out fee, despite leaving the apartment completely empty with no trash to remove, and a wall paint fee when there was no need for repainting. I scheduled a move-out cleaning through their service a week in advance, yet they attempted to double charge me for trash removal. When I pointed out that I had already paid for the cleaning, which should have included trash removaland that there was no trash to removethe staff responded dismissively, claiming that the charges were valid just because they charged it all the time. Their unwillingness to clarify or rectify the situation suggests that overcharging tenants may be a regular practice.I request that these unjust charges be removed from my account, and I ask that management take responsibility for their unethical practices.

• Initial Complaint

  Date:09/04/2024

  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 have been trying to get in touch with an SRG property in ********, California (The Summit) since last week and no response. The website (*******************************************************************************) has a phone number that goes to voicemail. The contact form on the page does not work. The chat bot tells me that someone from the leasing office will contact me - no one has. I also used ApartmentList.com to try to get in touch with them via the number they provided **************; also goes to voicemail. Their 24-7 leasing office SMS is not manned by a human; it's an AI bot. I have to make a cross-country move to CA for a job and this complex is within the radius and budget I've been given. It would be great to reach a real person at this business.

• Initial Complaint

  Date:09/02/2024

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a formal complaint against Sares Regis, manager of ********************** Homes, located at **********************************************. My complaint concerns the wrongful withholding of my security deposit, a violation of California tenant law, lease agreement terms, and a subsequent misrepresentation made by the property management.Details of the Complaint:Tenant Information: ***************************** (Complainant) and ********************** (Co-Tenant)Unit: L28 Lease Termination Date: July 31, 2024 Forwarding Address Provided: July 23, ******************************************************************************************************* advance, College Park Apartment Homes has failed to return our security deposit or provide an itemized statement of deductions within the legally mandated 21-day period, as required by California Civil Code Section ******.When we inquired about the status of our deposit, the property management claimed that they had sent the itemized statement to our previous address instead of the forwarding address we provided. However, this statement was misleading. We tracked down the mail that was supposedly sent to our old address, and it contained nothing more than a printout of a debt collection notice, not the itemized statement or ledger as they claimed.This situation is not only a clear violation of California law but also reflects a serious misrepresentation on the part of the property management. The lack of transparency, communication, and adherence to legal obligations has caused significant frustration and distress. Despite our multiple attempts to resolve this issue directly with the property management, including sending a formal demand for the return of our full security deposit, we have received no satisfactory resolution.Sincerely,*****************************?************************************ **************

• Initial Complaint

  Date:07/10/2024

  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.

  Hello,I am incredibly unhappy with Sares Regis Monterey. They have been terrible to tenants, are incredibly lazy and dont have common sense when you ask questions or email them. I dont pay almost $3k a month to get disgusting service. I went to pay for rent and when the cheque was deposited it was placed on hold and the payment bounced back. Sares Regis has than charged me $25 fee. Please note I resent the request for the rent to come out next day and I have since paid it. I have never been late in my 2.5 years of living here.Please note I do not have a job and I dont have regular income right now. I explained this to ***** and she still didnt consider to refund the cheque fee of $25.00, I understand you have procedures you need to follow.I decided to go to customer care to see if they could do something, they simply just sent it back to *****. I got another rude email from her. Ive attached all of these to the complaint.I thought Sares Regis would consider the good paying tenants and give courtesy refunds of $25 especially when they pay rent or $2716 per month for a 1 bedroom. Extremely exorbitant pricing.Secondly customer service should have taken this complaint seriously. Instead ***** said I could ring the bank and ask for a courtesy refund, which bank will give me a refund for a charge that I was not charged??The charge was either charged to Sares Regis and they charged me or its another money making fee for Sares Regis.My simple request is that they remove the $25 fee as courtesy as Im currently not working. I ask that this complaint is kept private from the department as they dont take this seriously. ******** has a very bad reputation, and these experiences only make it worse. Take a look at yelp.

• Initial Complaint

  Date:06/21/2024

  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 terminated my lease with the company for the office at ******************************************************************************************** on 31st July 2023. I paid in full all the rent because I rented another office with at **********. Recently, I was contacted that I was still owing for the office that I had already moved out from because the account is not closed yet. I sent several emails letting them know that we have closed on the account and have another account in **********, ********. They are not saying that the last payment was reserved. I sent my bank statement letting them know that it was not reserved and they are the one that supposed to refund us the three months deposit after the termination. They are still insisting that we are owing them without any proof from their account that the last payment was reversed. I want them to be contacted and show the proof of their claim and we also want our deposit back.