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:12/05/2024

  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 hope this letter finds you well. I am writing to express my frustration and concern regarding an ongoing pest issue in my apartment, which I believe has not been adequately addressed despite multiple attempts to resolve it.I moved into the complex in September 2023 and renewed my lease in June 2024. Until recently, I had no issues with pests in my apartment, but unfortunately, the problem has escalated in recent weeks.On November 21, 2024, I encountered the first visible pest (a *****) in my apartment. The following day, November 22, 2024, I saw another *****. Concerned, I submitted a work order to the leasing office that same day, requesting pest control. An exterminator did not arrive until November 26, 2024. However, despite this treatment, I continued to see evidence of pests. On November 29, 2024, I saw yet another *****, and on December 2, 2024, I encountered another. I immediately sent an email to the leasing office on December 2, 2024, but I continue to see roaches as of December 5, 2024. I have made multiple attempts to resolve this issue by contacting the office, but the problem persists. I believe the frequency of these sightings is unacceptable, particularly given the rent I am paying each month. As a tenant I do not think it is unreasonable to expect a pest-free living environment.I would appreciate a prompt response regarding the steps that will be taken to address this issue. Given the recurring nature of the problem, I would like to know what further measures will be taken to eliminate the pests and prevent them from returning. I am hoping for a permanent solution, as the current situation is both inconvenient and concerning.Please advise on the next steps, and let me know if additional treatments or actions will be implemented to resolve this matter once and for all. I look forward to hearing from you as soon as possible.

  Business Response

  Date: 12/05/2024

  Hello

   

  I am truly sympathetic to the residents concerns

  We here at the office are working diligently to resolve this issue.

  I understand that pest control may not have come to their unit on Wednesday, December 4th. 

  However, they were there the previous weeks

  And we have them scheduled with pest control next week

  From the first time they reported their issue with pest control, we have had pest control come

  We will also be talking to pest control on how severe or non-severe the issue is and work on a action plan

  From my understanding from the resident before, there was very few roaches

• Initial Complaint

  Date:08/15/2023

  Type:Billing 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 have been tortured at this apartment complex with the people they let in. Have multiple videos and police reports. We’ve suffered a lot of trauma, stress, and anxiety here. Even with all that said, we did our best to clean the apartments. Even stayed a couple extra days to make sure we cleaned everything thoroughly. We were still charged a deep cleaning fee, even though when we moved in, the place was not clean. We had to mop EIGHT times to get this black soot off the floors and we weren’t the only new families to move in with this issue. We’re also supposed to be covered with paint since we stayed there for two years and signed two contracts for a total of 24 months. There’s also a RUBS charge which I’m not familiar with nor has anyone explained what it is. We did a walk through with the maintenance staff and he, ****, had cleared us and said the apartment is in great shape. I don’t appreciate trying to take what little money we have for things that for one don’t cost as much as you listed, and two shouldn’t be charged on my bill. I even had a five star review for a specific employee or two I put in not for the complex but for those specific gentleman that asked for a good review if I felt like they deserved it. This complex deserves a 1 star from the apartments, to the lack of screening of people they take in, and the bs we had to put up with. Including being promised two years ago we’d get new appliances. Then year two we were told our building is next. And it sure was, but they only replaced appliances for those people who moved in shortly after. It’s disgusting and old inside. Mold grows where things should be caulked, can’t clean the counters properly because you can’t see filth with the old school patterned vinyl they have. When the “wood” floors were replaced, they kept the old rusted sliding door jams screwed in, making it unsafe for my kid as they constantly swung off and was impossible to keep in place. We need our $400+ back immediately.

  Business Response

  Date: 08/15/2023

  Hello,
  Mr. ******** called yesterday during a time that we were assisting another customer in person.  We recommended that he email us his concerns so we could pull the file and research for him. We did not hear back from him. 
  We approve each applicant/Tenant with the same qualifications and are unaware of any trauma that the community could have foreseen and/or prevented that the tenant might have incurred.  Tenant moved out on the lease end date. 
  Apartment was cleaned before the tenant moved in with white working in good condition appliances.  We did not see anything in writing that stainless steel appliances were offered. Rubs charges is the final water trash and sewer bill for July usage.  Counters showed no rust and no other signs of mildew issues noted.  
  The charges were for regular cleaning ( see pictures and invoice attached), final water trash and sewer bill ( rubs invoice attached) and partial touch up painting required.  Tenant received a refund of $ 1928.06.
  Please reach out to us if you have any further questions.
  Thank you
  **** *****
  Sage Canyon Apartments
  
  

  Customer Answer

  Date: 08/18/2023

   I am rejecting this response because:
  The utilities I’ll accept, I assume we just put in the exact custom cost into the portal and pay? Had I been told these things needed additional cleaning I would’ve stayed as I had cleaning supplies in my car. The fridge, we were under the assumption it was getting tossed along with the other appliances since all our neighbors have the new stuff. The toilet inside is impossible to keep clean as the black moldy stuff grows in the cracks of the ancient toilets. We cleaned it everyday. Our new toilets at our new place are 2 years old and so far haven’t had to brush it once, just chemicals in the back alone keep it clean. I don’t understand the window part? If you mean the window ledge I could’ve easily wiped that down had I forgot. I’m just saying none of this required $155 to clean when a house keeper for a 4bd 3bth house comes twice a month for that price for a deep clean. We really took care of the apartment and paid in time every month for 24 months. We’d just really appreciate a bit of leniency especially when those fees are major for us, and tiny for your corporation.
  

  Business Response

  Date: 08/21/2023

  Final response we will not waive the cleaning fee. Thank you

• Initial Complaint

  Date:07/16/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The AC worked fine when we first moved in, I was heavily pregnant and it was summer so I was grateful. Sometime in April of this year 2023 I submitted a request for the AC not working, not only did they send a HVAC certified tech to come look at my unit who was at my residence for over 4 hours(have home surveillance footage) when I got home I turned the AC on and noticed hot air blowing, gave it some time but still got hot air. Absolutely no one followed up with me on regards to what was broken and how to move forward. As the months went by numerous work orders and phone calls where to the office personnel where placed on my behalf yet no resolution ever came of this, it is now JULY I have complained enough a new AC unit was installed all together the old AC unit was from the 80’s and the maintenance crew let it sit outside for the whole day, I even wondered when if if they would come back that day. They were not able to install it. This is abuse and violation of code guidelines. Civil Code 1941.1, Green v. Superior Court. We have over paid in our electricity utilities due to this issue and are seeking compensation from Sage Canyon LLC. It was until today 7/15/23 that we received a temp cooling unit and when asked previously where told that “corporate” couldn’t provide enough temp cooling units as there where many apartments that had broken Ac’s. Same thing happened in winter the heating was broken and my now 10 month baby got sick. He is now sick again due to the severe heat with in the apartment. I am soon going to be looking at legal assistance in compensation for these inhuman living conditions, they also made damages when “repairing” the AC - the door knob what just left out. My baby found it on a corner table and almost hurt himself with it. This place charges way too much money for a work order remaining unresolved since April - don’t get me started on the dishwasher and lack of communication. This is atrocious it’s cooler outside Vs. inside the apt. &AC on.

  Business Response

  Date: 07/17/2023

  Hello We have the Vendor Returning Tomorrow 7/18/2023, to fix the AC.  We have provided a Portable AC for the tenant.

  Thank you

  **** *****

  Sage Canyon Apartments

• Initial Complaint

  Date:03/20/2023

  Type:Customer Service 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.

  DATE OF TRANSACTION: MARCH 9, 2023 THE AMOUNT OF MONEY THAT WAS DEPOSITED: $543.95 SAGE CANYON APARTMENTS was committed to provide a rental unit in their community. And establish all rental criteria qualifications that is necessary within 72 hours. The holding deposit was $500, stated in their rental application that if I failed to communicate with the property, provide all requested information I will forfeit the deposit. NATURE OF DISPUTE: Sage Canyon stole my $500 holding deposit from a single mother with two kids. I made sure that I was able to cancel without penalty within the 72 hours for whatever reason. My living situation is vile, so I need to remove my family from this situation. I responded to emails, I provided them with everything. Called for updates asked if I can assist. Sage Canyon hardly answered my calls , or messages. 3/10/23 @ 10am, **** said he would have an answer by noon. I called @ 3:03pm, **** could not verify my current rental and try tomorrow. I asked when exactly is the 72 hrs up? **** confirmed that it will be at the end of the day on 3/11/2023. The following day I attempted to make several calls to them. At 4:51pm I called and **** stated that he still cant get a hold of my current place. I said well, its probably because its the weekend and they are not in. I then said, " I WANT TO CANCEL." **** said, that he was off the next day, which was Sunday. But would leave a note for his supervisor of the situation and that Monday at the end of day; the 72 hours is up. I conferred and said, "do you give your word?" **** said, "Yes, I do!" I then reached out first thing on Monday morning, Sage Canyon still have not verified. I then requested refund of deposit and stated the conversation, **** and I had. SAGE CANYON APARTMENTS HAS MADE NO ATTEMPT TO RESOLVE: The business has ignored my calls and voicemails, no attempt has been made on their part to rectify this situation. CONFIRMATION NUMBER OF HOLDING DEPOSIT: *********

  Business Response

  Date: 03/21/2023

  Per company policy any cancelation after 72-hours of applying, the applicant forfeits their holding deposit. Anyone applying agrees to this before submitting payment. ****** ******** applied on 3/9/2023 and canceled on 3/14/2023. 

  
  

  On Saturday 3/11, **** had a conversation with her letting her know that we were still waiting on her rental verification and hadn't heard back from the landlord. She asked if she should cancel her application at this point so she wouldn't lose her $500.00 holding fee and **** told her that he would leave a message for his managers explaining that he advised her not to cancel since we were just waiting on the VOR and wanted us to review the application. But on Monday 3/13, she called and canceled anyway because she applied elsewhere. She assumed that her 72-hour timeframe was extended from the conversation she had with ****. 

  
  

  If she would have been denied for not having the completed VOR on Monday 3/13, we would've refunded her the holding deposit. She decided to cancel her application with us after 72 hours because she applied somewhere else. If she would've disclosed this to **** on Saturday then we would've canceled her within her 72 hour timeframe. I have attached a copy of the signed rental criteria that states, "Any cancellation 72-hours after submitting an application will forfeit your holding deposit." Because she canceled for her own reasons other than the delayed rental verification, she forfeited her holding deposit since she kept an apartment on hold while applying at a different community. 

• Initial Complaint

  Date:06/16/2022

  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.

  On 4/8/2022 I put in a maintenance request to fix my air conditioner, they do not fix it but only changed the thermostat. On 4/20/2022 I put in another maintenance request to fix my air conditioner because it is not do it the first time. I have called and requested many times but still no answer. I went in on 4/22/2022 I went in physically to speak to someone and still haven’t had anyone fix it. It is 6/16/2022, I have still requested multiple times over the phone to fix air conditioner and they refuse to fix. They are rude and aggressive and talk about me and I have heard them. Photo #1 June 16 2022 4:04 88 degrees. Photo #2 June 16 2020 4:27 89 degrees. Photo #3 June 6 2020 4:52 90 degrees.

  Business Response

  Date: 06/17/2022

  Hello and thank you for reaching out to us. 

  
  

  Maintenance has responded to 14H AC service request.  The last time they responded was on 6/9/2022 with a temperature reading of 65.  The service request has been closed as the AC is cooling well.

  
  

  Thank you

  **** *****

  Sage Canyon Apartments

  Business Response

  Date: 06/21/2022

  Hello

  
  

  ****** ******* is not a lease holder here at Sage Canyon.

  
  

  I spoke with the lease holder ***** De ***** 951-674-9400 ext.  211 at ******@kamalii.org today and she has understood all along that the AC is working properly and that it cannot expect to cool the apt off if turned on at the end of the day when it is 90 degrees.  When maintenance was there last, we sent the video ( attached) to explain that the AC is working properly.  

  
  

  Please contact her if you would like further clarifications.

  Customer Answer

  Date: 06/22/2022

   I am rejecting this response because: Again they are lying, no one has come to see and fix it as of June 21 2022. I am one tenants on the lease and pay a portion of what is due. Ac is still broken.