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:02/28/2025

  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.

  We are currently moving out of our apartment and we just received an odd email saying there is an estimate for our apartment cleaning fee and repaint of $950. Very steep costs for a 350 square foot apartment. That being said we were never offered an inspection of apartment until 1 day before we move out and it wasnt even possible to schedule a viewing with the manager as we dont even know who the manager of the property is anymore, nobody responds to us. According to California Civil Code Section 1950.5.15 landlord must notify tenants of the right to ask for an initial inspection so the tenant has a chance to fix any issues and avoid charges. This opportunity was not given to us and sending us a predetermined bill of charges before even inspecting or us being vacated is highly illegal. Another complaint is that we lived here for almost 4 years 45.5 months. In our original lease it states that after 36 months we should not be required to pay for paint and normal wear and tear. It also states that a cleaning fee for a studio apartment is $120 not the $300 Sunrise Management proposed. It also states that the max for a repaint is $400 for a studio apartment even though Sunrise Management is proposing that is $650. The apartment is well cleaned and repainting should me a courtesy for the next tenant, it shouldnt be up to the previous tenant to supplement the loss of an empty apartment while waiting to get rented by hitting us with absurd fees. I attached the bill Sunrise Management sent us along with our lease we signed when we moved in with the important information about fees. If anything Sunrise Management owes us money for all the lost wages by taking days off to be home for maintenance just to have nobody show up. Also for the lack of security in the building and sleepless nights as we have had complained of feeling unsafe in the past and there is an attached image of a random man with a knife outside our front door from 2022 for proof. Thank you!

• Initial Complaint

  Date:10/21/2024

  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.

  **Oct 18, '24:** Construction in the lobby occurred without notice to residents about keeping doors and windows closed. Workers used spray painting equipment and roofing materials that emitted a strong tar smell and particles and chemicals that filled the air, spreading dirt and debris throughout my apartment. Small rocks and dirt now cover my furniture, clothing, bedding, etc.While inside, I experienced trouble breathing, and my boyfriend had an asthma attack. My dog developed raspy breathing. We had to leave the apartment and haven't returned since, as this poses a serious health risk. I notified Sunrise immediately and was advised to write an email. No one has responded.The lack of notice about this work is not just poor management; it is a blatant disregard for the safety and well-being of the residents who rely on and fund Sunrise. **Sept-Oct:** A rusted pipe above my parking space began leaking after a flood damaged the area. I reported it to maintenance; they assured me it would be fixed before any damage occurred. The next day, rust stains appeared on my car, causing permanent paint damage. When the plumber finally arrived, he only clamped part of the pipe. I have not parked in my space since.**Feb:** The fire ***** broke down my upstairs entry door due to a false alarm while I was away. I found that my door was taped shut. I immediately reported this to Sunrise, stressing my safety concerns, but it took a month for an inspection. A technician replaced the tape and contacted a contractor, but I didnt receive a new door until mid-May, forcing me to sleep with a taped door for ********* addition, more unaddressed issues: - Broken door in the common lobby - Termite infestation - Missing piece from my balcony door, leaving a LARGE gap for bugs - Filthy common areas "cleaned" with gas lawn blower in enclosed hallways, leaving our homes with harmful gas fumes - Lack of communication to this day, even after being notified of all of the above in detail

• Initial Complaint

  Date:10/16/2024

  Type:Customer Service 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.

  Myself and my roommate rented an apartment from Sunrise Management and vacated the residence on the date agreed upon in the lease. 15 days prior to doing so, we requested a move out inspection via the maintenance request form which was the method we were instructed to use by Sunrise. Unfortunately, we did not receive a response nor the inspection required as per California Civil Code Section 1950.5.15 days after moving out, we received notice of deductions from our security deposit totaling $1495. However, we were not provided with an itemized statement or detailed receipts, including the nature of the work performed, time spent, hourly rates, or invoices for any hired professionals. This documentation is necessary to substantiate any deductions made from our security deposit, as required by California law.Given that we were never provided a move out inspection, we were not afforded the opportunity to confirm or dispute any of these charges nor rectify issues that could have been identified during one. One day following our receipt of this document, we emailed the company and sent a physical letter outlining our concerns and requesting the refund of our deposit. We never received a response.

  Business Response

  Date: 11/19/2024

  Thank you for sharing feedback about your experience with us. At Sunrise Management, we strive to create a positive experience for all residents and guests, and feedback like yours helps us to continuously improve. If youre open to discussing your concerns further, wed appreciate the chance to understand your experience in more detail and work toward a resolution. Please feel free to reach out to us at *****************************************************************************************************************************************************.

   

  Thank you once again for bringing this to our attention; we hope to make things right.

• Initial Complaint

  Date:09/23/2024

  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.

  Have lived in ************** which is managed by sunrise management for nearly 2 years before moving out.During that time we rented a storage unit from them and they had a security breach leading to our unit getting accessed and an expensive e-bike of ours was stolen, they didnt provide any explanation of how our unit was accessed seeing as there was no damage to the lock or the door and no video to us from security cameras let alone how someone managed to have a fob to access along with a key? The management proceeded to re-key the door and then didnt provide us with the new key for four months while still charging us, aprox $400.00. We contacted them 7 different times and were ignored.Additionally the company did not have the floors cleaned when we moved in and then attempted to charge us when we moved out, we discussed this with the property manager ***** and he told us that he would apply a rebate after seeing the video evidence we provided, he in fact did no such thing and is attempting to bill us $695.00 when in fact the floors are much cleaner than when we took up residence as we personally had to clean them.He lied to us during the walkthrough and I have never seen such a lack of professionalism and respect, please help us address these glaring issues. You cannot simply lie to your customers in this manner and expect them to accept it. I have invoices for the charges and contact attempts for the key as well as video of the dirty lines on the floor all uploaded with this submission.

• Initial Complaint

  Date:07/30/2024

  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 formally express my deep concern and dissatisfaction regarding Sunset Management/**************** ongoing practice of retaining rental application deposits without providing adequate justification or refunding them promptly. This practice is not only unethical but also potentially illegal.I understand that it is standard procedure to collect a deposit to process a rental application. However, it is equally important that these deposits are handled responsibly and in accordance with applicable laws and regulations. Numerous reports and complaints indicate that your company has a consistent pattern of withholding deposits without providing valid reasons or returning them in a timely manner.This practice is detrimental to potential renters who are often facing financial constraints and rely on the return of their deposits. It creates a negative perception of the company and erodes trust in the rental market as a whole.I urge them to immediately cease this unlawful practice and implement strict guidelines to ensure that all rental application deposits are either refunded promptly upon application denial or applied towards the security deposit for approved applicants.I believe that fair and transparent business practices are essential for maintaining a positive reputation and fostering trust with customers. I hope that your ********************** will take this matter seriously and take the necessary steps to rectify this issue.

• Initial Complaint

  Date:07/03/2024

  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 have been a resident at Arte in ****************, ** for 2 years and decided to upgrade to a 2-bedroom unit. However, due to undisclosed conditions of the unit and property maintenance issues at Arte, I chose not to proceed with taking possession of that particular unit and subsequently lost my deposit. Initially when I became an Arte resident, I was assisted by leasing agent *****************, whom I found to be helpful and efficient. However, my recent interactions with leasing agent ***************************** during my applications for 2-bedroom units have been notably problematic.During my application process for two different 2-bedroom units, I worked with *****************************, who made the process needlessly difficult. ******** has been deceptive about requirements, policies, and has unfairly assumed my need for a co-signer. Despite providing all requested documentation, ******** has rejected my applications and exhibited resistance towards accepting additional income statements. It was only due to ****'s intervention in completing the first application process while ******** was unavailable that I was approved for the initial 2-bedroom unit.Regrettably, I must express my concerns about ********'s conduct, which I perceive as racially motivated and discriminatory. As a financially independent young black woman, I have encountered unnecessary obstacles and discomfort during my recent interactions with ********, contrasting the several positive exchanges through email communication prior to introducing myself in person. ******** has deliberately heightened the complexity of the application process and repeatedly pushed for withdrawal of my current application within a 24-hour window. Moreover, she has neglected to support me in my efforts to follow up with Sunrise Management regarding my inquiry about the rate. Her actions have fostered feelings of unwelcomeness and total discomfort as a resident.

  Business Response

  Date: 07/26/2024

  We reached out to ***** immediately once the complaint was received to . The Community Manager met with ***** and was able to resolve the matter. It appears that there was a misunderstanding with the transfer process, but we investigated and determined there was no discrimination from the leasing consultant and she was simply following the application procedures which also apply to residents transferring within the property, because we don't transfer their information but rather it's a move-out from their current apartment and a move-in to the new apartment. 
  
  ***** seems happy after talking to the Manager and she is in the process of transferring to another apartment, she did receive a reduced rate for the new apartment, although our rents went up over the last few months. 
  
  Please let me know if you have any additional questions. Thank you!
  
  ************************* | Regional Asset Director
  
  sunrise management

  Customer Answer

  Date: 07/26/2024

  I did not engage in any discussion regarding the issue at hand. It is apparent that ********'s actions were discriminatory rather than simply following procedures. She provided untruthful information, made unfounded assumptions about my economic status, and failed to offer transparency. I sought assistance from **** for the new transfer specifically, as I preferred his support over ********'s. Due to ********'s past behavior, I declined further communication with her. I am very reluctant to discuss discrimination, yet I refuse to disregard the gaslighting tactics being used by Sunrise in handling my concerns. Furthermore, I have not received the holding deposit that was previously requested. The swift dismissal of my grievances is disheartening, especially considering the option to escalate this matter to higher authorities.
  

• Initial Complaint

  Date:10/30/2023

  Type:Sales and Advertising 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.

  My experience with the new landlord proved to be quite frustrating. I initially planned to move in on September 6th but was unable to obtain my keys until September 18th due to the apartment complex's training schedule, which resulted in an extended delay before I could actually move in. To add to the frustration, I received an unjustified $40 cleaning fee despite never using the rooms, as I primarily slept on an air mattress in the living room and only used the restroom during my one month there. Furthermore, I had video evidence to confirm the cleanliness of the apartment when I left. The landlord's decision to impose the cleaning fee was disappointing and felt unfair.

• Initial Complaint

  Date:07/31/2023

  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 applied to an apartment through sunrise managements website. I got a tour of the unit and told her I was interested. She said someone else applied to that one but if he got approved there would be 2 more available next month. I was fine with that so I applied, paying the $45 fee. I waited a few days before calling and she said I was automatically denied due to not uploading my bank statements, although I did in fact upload them and told her that. She said she would take a look and call me back but she never did, so I then applied again, spending another $45 after seeing a new listing put up for the same apartment. Got approved, she called to let me know it wouldn't be ready til mid August and if I wanted to proceed, I said yes. I sent her my security voucher and she said she'd give me a call back to see if they could process it. Once again, she never called back. I waited a few days to call again, as soon as I told her who I was she said she was on a phone call and that she would call back. She never did. Its been days and I feel like I'm being played with and that they may be scamming people out of money. The listing is still up and I have no doubt that they are letting people apply, promising them that they'll have an apartment for them. But its all lies. The first red flag was when she said one of the apartments hadn't been rented out in 3 months and that a few people got approved but "decided not to take it" I don't believe that. I then called the number on the website to see if I could speak to a supervisor or manager. I got ahold of a supervisor from a "central site" but she wasn't able to help me because she didn't see the apartment I applied to listed on her end. What!? So all in all I spent $90 on application fees. Was promised an apartment mid August but have not gotten any of my phone calls returned or questions answered. This needs to be investigated. These people are clearly out for people money and with this housing crisis we're in, that is not okay.

• Initial Complaint

  Date:10/25/2022

  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.

  Repairs not fixed, stolen bikes, harrasement from management etc.

• Initial Complaint

  Date:10/15/2022

  Type:Customer Service 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 contacted office several times about an incorrect charge on my account. I have these conversations recorded that someone would give me a call back about issue. No one ever called. No notification or attempt to reach out to me about past rent due. Several attempts to apply for covid relief that went no where with multiple addresses and websites that existed for the property the sterling. Was contacted by collections and now on my credit report. Amount paid in full via check 10/17 to office. There was no need to report this when I attempted several times about bill with no response ever. Also received no mail,email, or phone call about amount going to collections or just in general. My rental portal was up to date with contact info.