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:04/25/2023

  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.

  Evicted me illegally and charged me for property damage that I didn't do

  

  Business Response

  Date: 05/09/2023

  Lisa’s rent payment for June 2022 was returned as insufficient funds. Therefore, we sent her a 7-day notice to pay. She never paid, so an eviction was filed for non-payment of June rent, after which no rent was received. She was ultimately set out on 9/29/22. She had a large balance at move out due to not paying any rent from 6/2022 onward, and because her lease was through 12/31/22, she was charged a lease cancellation fee. Additionally, the apartment was left with lots of trash and some damages. All charges on her final statement are accurate and valid, and her eviction was valid. I have attached her final statement that itemizes her charges as well as a few photos (we have over 25 photos).

• Initial Complaint

  Date:03/27/2023

  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.

  A few days prior to November 12, 2022 I can home about 11:30 to my apartment being broken into. That is when I realized my window did not lock. I notified my office management through voicemail that night and then called again the next morning since I had not heard back and they said they put a maintenance order in. Friday November 12, 2022 rolled around and I came home from work about 2:30 in the morning and I had found again that I had been broken into this time I was robbed. I notified them through email this time and the next morning I had to call them again to update them as they had not remedied the problem. When I told them an officer was in their way to file a report a maintenance person shows up and screws my window shut and tells me the window itself was faulty. This put me in danger as I am a single female who lives alone. This issue has still not been properly remedied and I am sickened by their negligence.

  

  Business Response

  Date: 03/31/2023

  We will be replacing this window in the next few weeks. It's just an old window and it's not worth repairing. We decided to replace it, but we do not typically replace windows in the winter months due to the outdoor temperature. The window is not faulty, it's just the locking mechanism. We secured it with a screw, it cannot be opened from the outside. She also has several other windows in the apartment to use if she wants. I will reach out to her and explain this to her.

• Initial Complaint

  Date:05/16/2022

  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 were under a lease with Sun Residential, and I emailed them on Jan. 19, 2022, to asked what I needed to do to go month-to-month with them, as our lease was up at the end of March. This is the email I received in response ... East Wed, Jan 19, 4:06 PM to me Thanks for reaching out ******! If, you plan to go month-to-month you will not need to complete anything. Once your lease expires it will automatically convert. Good luck on your house hunt! -- So when the time came around for our next rent, it did not automatically convert. We'd been paying under autopay, and they hit us with a $151.48 fine because that autopay did not automatically reset and our rent payment was late. Our payment should have been $1114 for the month of March and they forced us to pay $1,265.48. They also threatened to evict us. We paid our rent and the late fee, and then we bought a house and got out of there. Our final April payment was fine and without issue. They gave us our security deposit back. You should also know living in this apartment was like living with the seven plagues of Egypt. The woman beneath us smoked inside her apartment and it wafted up into our apartment, and Sun Residential refused to do anything about it. I emailed them more than 25 times asking for a solution (see attachments) and they said they couldn't evict her -- even though it went against the lease. We, however, got a letter threatening eviction after they made a clerical error that resulted in a fine. They slapped us with a fine and threatened eviction after just a week and a half of a late payment -- that was entirely their fault because the auto pay did not reset when the lease renewed. We were told we didn't haven't to do anything. This is a terrible company. We also had to deal with swarms of fleas, flies and roaches in the apartment during our 13 months living there. After everything they put us through, I'd like my $151.48 back. We didn't deserve that fine.

  

  Business Response

  Date: 05/16/2022

  All of the charges on Ms *********** ledger are valid. Her lease expired on 3/16/22 and the new rent charges began on 3/17/22. In her renewal offer letters, it was stated that her rent will be $1114 starting on 3/17/22, which included the base monthly rent of $979 plus the $135 month-to-month charge, not including any additional charges like the utility charge or pet fee. As you can see on her ledger (attached), the original rent charges were prorated from 3/1/22-3/16/22, and the new rent charges were prorated from 3/17/22-3/31/22, adding up to $1115.48. The month-to-month charge began on 3/17/22, so it was also prorated in March. Because she did not pay rent until 3/11/22, two late fees of $75 each were charged to her on 3/6 and 3/11. The automatic payment setup is done by the tenant directly on the Yardi Rent Cafe resident portal. We do not have access to their portals, nor do we have anything to do with the setup of the automatic payments. If the automatic payment did not go through, it had nothing to do with us. The tenant is responsible for ensuring their automatic payment is functioning properly and that rent is paid on time. The $151.48 that she is disputed is not a fine, it was a part of the valid charges that she owed. We will not be refunding it.