ComplaintsforSun Communities, Inc.

• Initial Complaint

  07/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was not paid for commissions owed to me. The company tried to handle but got nowhere. Been waiting for response have sent several emails A manager took my name off the file all together after I left the company to go back to school. When I left company I checked my name stating a 50% commission due upon final closing was indeed documented in their internal computer system netsuite But before closing file with underwriting the manager chose to duplicate the files and resubmit to underwritings therefore taking my name off all together I got one 50% commission payout and was waiting for 2 others after I left. I got nothing from 2 homes closed on sales commissions. Im still trying to verify with regional manager that he actually followed up with the right people to help me and didnt disregard my claims and request for help I really want to speak with someone at corporate level or district level because I got nowhere with regional or park level

  Business response

  07/13/2024

  This has been forwarded to our Corporate HR department.  Our HR team will reach out directly to the complainant to gather more information to investing these concerns.  Thank you!

  Customer response

  07/16/2024

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [Because I am getting the run around like I did before. I have had No resolution and I feel like Im getting nowhere with them. I want to speak with someone at BBB please. ]
  
  Regards,
  
  Angelie Hand

• Initial Complaint

  06/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The number of times the park manager has been called with no return call back. He told me he would draw up the offer paperwork in a week and that was a month ago. He only replies to email when I send it through contact us. *** tried being patient and reach out to him via email and phone but his assistant *** always say he is on a zoom call and that he will call back but he NEVER does. It is unacceptable especially for the amount of money we pay.

  Business response

  06/28/2024

  In order to respond to this complaint, and resolve the issue with the resident, I will need the complainant to provide me with the name of the community / resort so I can have the appropriate VP reach out for assistance.  Thank you!

• Initial Complaint

  04/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I pay $665 monthly in lot rent. On 3/10 I received an email from a 3rd party vendor that my payment account was restricted due to an NSF. I usually log each month to make my payment and enrolled in autopay last month. The autopay was set to the wrong checking account. I emailed the park manager immediately explaining the situation and asked if she could reinstate my account due to my error.Due to Company Policy she could not reinstate my account for 6 months as this would violate the Fair Housing Law was the explanation I received. Upon asking to speak to the Regional Manager I was put in contact with who I later found out was another Park Manager. Her response was that due to Company Policy I could be reinstated after 12 months of paying by Money Order. I was also told that this was my 2nd NSF is 12 months. This is incorrect. My last NSF was 10/2021 during which time I was displaced from my job and currently working to secure employment with my current employer.Initial contact was made on 3/10. On 3/14 I was told my request would be sent to regional vp and she had 10 days to respond. On 3/24 I called the customer service line and filed a ticket and was told I would hear back within 24 hours.I have left voicemails 3/31, 4/3 and 4/4 with no response. My emails to my park manager during the last 10 days have gone unanswered. Today I was able to speak directly to my manager. I was told again my request is against company policy. I inquired on when I should expect to hear from the regional vp. I was directed to fill out the form in the website which has already been done 4-5 times over the last 20 days.

  Business response

  04/07/2023

  Date: 04/07/2023
  
  Re: BBB Case # ********
  
  To Whom It May ******************* policy states, when a residents payment is returned for insufficient funds (NSF), for the next six months that resident will only be permitted to make rent payments by money order, cashier's check, or certified funds (cash equivalent options). If a second payment is returned, the resident must make timely future payments with certified funds for a consecutive 12-months before an alternative payment method can be accepted again.
  
  The resident is correct in stating their first NSF was on 10/11/21 and their second was on 3/9/23. However, the resident has made 10 late payments throughout their lease. This includes Aprils rent being late. As of 4/7/23, their rent has not been paid.
  
  As stated by the community manager on site, Fair Housing policy prohibits us from making any exceptions to a policy that we hold all residents to.
  
  In addition, the Regional Vice President received the ************* messages, returned those calls to the number provided by the resident, left a voicemail explaining the process as well as our contact information on both 3/31/23 and 4/4/23.  We have yet to receive a return call. 

  Customer response

  04/07/2023

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  As of 4/7/2023 I have yet to receive any response from the Regional Manager or any other representative via phone or email. My phone number has been provided in 10 seperate occasions. In initial contact I was given the response that since I had 2 NSFs I. The last 2 months there was nothing the park manager could do. I took this as if there was one in the last 12 months then she could review my file for further action. That is when I inquired about my ledger to see that the previous NSF was in 10/2021 when I was displaced from my previous employer and securing a job with my current employer. As for 10 NSFs since my lease began in 2021 if reviewed all fees have been paid to the park. 
  

  During this process I have been given a complete run around. The park manager told me I had to pay by certified funds for the next 6 months. She then referred me to another Park Manager acting as a mentor when I requested to speak to the Regional Manager that responded that even though she sympathized with me I had to make payments for the next 12 months by certified funds. Both managers told me that the Regional Manager could not change the payment options and that my emails have been forwarded multiple times. I called the Resident Relations Team on 3/24/23 and explained the situation at which I was told the only person that could review and overturn the payment situation was the Regional Manager. I opened a ticket for review and was told I would hear back from the Regional Manager ****** (whose name was withheld at each attempt I had asked) within *********************************************************************** phone at which I verified my email and phone number with the representative. To date I have not been able to get through to the Resident Relations number without being sent to voicemail.

  I spoke with my park manager ***** on 4/4/23 inquiring on why she has avoided my emails and if she could see why I have still to receive a phone call from the Regional Manager. Her response was that it was the end of the quarter and she was probably digging out of emails. She then asked if I would like to speak to her mentor ******** which was the previous manager she referred me to. I said no I would like to speak to ******. ****** response was that she is not Carries boss and cannot make her call me. It was reiterated that there was nothing that could be done for my situation. That not even ****** has the ability to allow my account to go back to epay. When I shared the info that I was given by Resident Relations the response was Oh well she said no.

  Fair Housing is not practiced here nor have I seen them for the 11 years that I have been a resident. I was issued a citation last year at the same time as 3 of my neighbors. I am the only one that addressed the citation while the other neighbors still have the same things at their homes when the citation was ordered. I have asked all 3 if they are receiving the fines that should be associated with the citations. Of course none of them are. 
  

  The old park manager was subletting her residence here for months. Charging $500 a month cash for a home that she was given for free. She was able to do as she pleased. I am curious if any resident has been able to reverse being blocked from making e payments due to an NSF. I was told by the rent payment.com representative that the manager would just need to click a button on my account.

  As for my rent not being paid as of 4/7 that is correct. I wish to have someone call me to try and pay by ****. I do not like to go out to stores due to having high anxiety. I do my grocery shopping online to avoid crowns and pick up from the store in a parking lot. I reached out directly to my park manager as soon as I was notified there was and NSF to try and remedy the situation. To me this is ridiculous that as a service industry that the customer service is so terrible. 
  
  Regards,
  
  *****************************

• Initial Complaint

  12/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a mobile home in ****************. ******************* ******* from personal owner . after purchased then office ran background check and granddaughters record would not allow to move in. So they allowed me to takre her off n put my daughter on. That ap came back incomplete. I've called corporate and she said notes said they thought I wasn't going to be living n the home which is not true. I was living at Indian creek another sun communities home when hurricane in hit. *********** told me to get proof that I turned that title for that home over to Indian creek and I have done that and no one will return my call. Also ice tried to pay lot rent and manager ***** will not take my check saying I'm not approved but yet someone I know that lives there she said he can pay lot rent for me but I've been provided no receipt. Am very concerned she is trying to pull a fast one.************

  Business response

  12/20/2022

  The application for residency has been conditionally approved. Please contact the community manager to fulfill the conditions of the approval.

   

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

  Regional Vice President

• Initial Complaint

  11/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The rental community I live in is in dire need of infrastructure updates but has no issues adding home while its resident have discolored contaminated water n continually has water shut off. 5 in the last two weeks alone. Our rent goes up and nothing improves while new homes are carted in weekly. The only thing the office can tell me is that they dont have the money but are working on it. The infrastructure cant support what they already have but they keep adding more. Something needs to be done. We bath in filthy water and are charged for it. The community has their own well that they cant even properly maintain. They claim to have it tested after every shutoff but wont show residents the results. I pay almost $1300 a month in rent and should at least have clean water running into my home for that price. The last response I received from them was from a woman named ***** saying I should be fortunate to live in a community like this n any questions asked by me were really just answered with a generic answer saying that they can only tell us so much per corporate

  Business response

  12/07/2022

  We are currently working towards improvements of our entire infrastructure that includes our water and sewer.  We are currently working with EGLE and top rated companies to improve our current structure.  Our residents voices are being heard. Our water is tested daily after breaks and regularly during our normal run times.  We have not received any violations or citations by the ***************** ***********
  .

• Initial Complaint

  11/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The owners of the park continue to raise the lot rent yearly, The sewer has always been included in the lot rent and now we have to pay for the sewer and we are now starting on Jan 1st having to pay $481.00 in lot rent from $447.00 with no explanation as to why the $34 hike in rent! I understand the cost of living however that is a huge hike and they refuse to tell us why. They have been overcharging us for water, they did not supply us with a new lease and or rules. This company is being run by kids and they have made it so we have to pay by ACH each month or pay a $10 check fee, They do not ever answer the office phone when you call. Questions are never answered by management! The manager works from his house most of the day and we are not allowed to bother him which mind you is in the park a brand new double wide he lives in rent free! We are all stretched to the *** and would like to know why the huge increase? We were not provided with any new rules/ regs or leases which mine was up 9 years ago- my dog was killed in the park and nothing was done about it ( by another dog in the park) which in rules is not allowed in there but several are in there. This place is run by kids who just want money and nothing else. We have crappy water lines, water lays in yards like swamps, roads are full of water and ice in the winter, Something has to be done here.

  Business response

  11/29/2022

  November 28, 2022
  
  RE: BBB Case # ********
  
  Better Business Bureau,
  
  Market rate changes are reviewed on an annual basis by property and market. We strive to maintain consistency and to offer all residents a fair and balanced market rent.
  In August 2022, Sun Communities began charging the tenants for sewage and water separately on their ledgers as is consistent with communities and private residences throughout the country. Countryside Estates experiences water supply interruptions when older water lines are replaced with newer more durable ones. Sun Communities makes very effort to replace them in the shortest period as is possible. We apologize for these occurrences.
  Online payments were introduced in August of 2022, to simplify our residents payment process. We held resident tutorials for residents to learn how to use the system. Many residents took advantage of our online SunEasyPay program and state that it has been a positive change.
  
  The community manager has had many situations where tenants will see him at lunch or after hours and ask questions. The community manager usually does his best to respond, however depending upon the subject matter, *** politely ask them to follow up during work hours.
  Were regret the loss of the dog. Sun Communities has a zero tolerance for these situations. We dealt with that situation promptly when it occurred and followed up thereafter with the involved parties. The aggressive dog was removed immediately from the community.
  
  We plow the snow on the roads and parking lots and apply salt as needed, usually when there has been 2 of accumulation. Our roads are typically done long before the municipal roads are serviced.
  
  
  Sincerely,
  
  
  *************************
  Regional Vice President
  Sun Communities, Inc.

• Initial Complaint

  10/17/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Since the month after my wife and i moved in, the 3rd party company my community uses to conglomerate our bills (Rent, ************* ELECTRIC) has been stealing from our community, which is section 8, by hiking up our electric bills. They have been doing this because they have been running late on the readings and passing the fee's, taxes, and misc charges on to the home owner (We rent the land, Modular home). We are not responsible for the readings and their timeliness yet my electric bill went from 140 to 450 after the first month and now im looking at a bill for 780 just for electric. This is ridiculous as complaints have been made to the county ************************ and as soon as I'm done I am going to the Attorney General. I want to move but they want to take 12k of my investment. I want to call for grand larceny.

  Business response

  10/20/2022

  ********************* is not the registered owner of this homesite. ******************************* is the registered owner of homesite #***. I have given them the contact information for weights and measures and also local elections to see what could be the cause of their extremely high electric bill. I verified with weights and measures and they never called to put in the complaint. *** explained to them with having 4 adults and two kids living in the home and being home all day will result in a high electric bill, especially during the summer. They have multiple window AC units and central AC running. I have checked to ensure the meter is being read correctly multiple times and there has been no error on our end. I explained multiple times for them to call weights and measures and if there are no defects with the electric meter to then contact an electrician to ensure they have no electric shortages that could be using a lot of electricity. Theyve done nothing of the sort. I even hosted a community meeting with weights and measures who came out and spent several hours answering questions and reviewing residents electric bills going back three months. Not one adult living at that homesite came to the community meeting. If they were so concerned about their electric bill they wouldve done more to ensure they werent being overcharged.

  When trying to discuss their obligation of paying their rent, ******* would become too upset to speak without yelling,and cursing. She then gave permission to discuss matters with *****. ***** would always mention he was waiting for a deal to come through and that he would make payments to catch up. Every month they would get upset when receiving their 3/60 paperwork, ensuring they would pay and I can stop sending them the 3/60s. I would explain to them that it is my job and I could not stop.

  In June, ***** came and stated that he would pay the balance due because he just closed a deal and would pay within the next week. He also mentioned selling his home if he could not pay it all down. I explained then,whatever is owed on the home will be paid through escrow and he was completely fine with that. No mention of the electric overcharge. 

  Our third party is not overcharging them,almost every resident in this community is receiving a high electric bill which is due to the multiple heat waves weve experienced this summer, and also the increase from ******* Every meter taken by weights and measures has come back good including the meter reads inputted.

  In conclusion, we treat our residents with the utmost respect and care here at *************************. I care and I listen to my residents and that is why I hosted that community meeting. I tried helping them the best way I knew how and they made no effort to help themselves.
  
  Community Manager
  *******************************
  
  

  Customer response

  10/21/2022

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:

  I have sought help about the insane electric bill since Aug 2021. Rent aside, they did nothing when I asked in person from Aug 2021 to Nov 2021 with no avail. The manager just kept stating the meter is good, instead of doing/recommending something else that *** be useful. So I stopped asking. I do not have that many people living here if they would ever do updates, I removed my sister in laws family back in May 2022 but did that happen, no. Its just me and the pregnant wife here, all packed up for about 3 months now ready to move out.

  As for them attacking my wife, it should be their duty to not be rude and give out our private information to non privy parties (*****). Or telling random strangers, who claim to know us, where we live. I believe that is a huge breach of privacy and was beginning to wonder if I should seek litigation for said issues. After this fiery response I do believe I will on said matters. I still believe both ************************* and their 3rd party conglomerators need a good going over on their finances. See if they really are stealing from us or not. Half my box is off during the day as I work nights and am unable to attend the "Help" they have offered. I will bite my words should they be true but **** dollars for some peoples electric bill is absurd.  
  Regards,
  
  *********************

• Initial Complaint

  09/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We lived in *************** for over 7 years. The manager and corporate are very very rude. They don't call back and blame the residents for things. We sold our mobile home to them for pay off. Signed paperwork on July 25. Manager told us everything is taken care of. ************* called us and said no we have not received a check yet. I tired for days to get ahold of the office and corporate. Over 70 times. Left messages and emails and even ******** messaged the Manager. Never once did someone call me back.I drove an hour to go to the parks office. Manager told me to come back and she's busy. They entered the house without owning it and ripped out carpet and painted. Which they did not have permission to do so. Mortgage company did not get a check until the day after I went to the park. Which was Sept 8th. They also raise the rent between 25 and 75 a year. They don't salt their roads only near the office. They tried to charge me 400 in water and blamed my son even tho it was their equipment. We pulled our house off of the market and had to pay the realtor **** because the parknsaid they'd buy it and it would it be taken care of asap. And lost money on the house. We'd like compensation of the stress and running around we had to do with them

  Business response

  09/26/2022

  This home was a resident home Sun Homes purchased. Everything was done on our end but unfortunately at time of closing there were quite a few more needed repairs. We pushed for payment to be expedited but as stated in the paperwork resident must keep up with mortgage company through entire process.Our rent increases are annual and the reasons for those are explained if a resident inquires as to why. The roads are maintained during winter with salting and plowing in which a daily log is kept in the community admin binder.

  Customer response

  09/28/2022

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]
  
  Regards,
  
  ***********************************

• Initial Complaint

  08/29/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I have lived here for 11 years now. 2013 my husband, the lease holder passed away. For 9 years now I've paid a fee to not be on their lease. I was told today I must get a lease? What's changed? They're raising the lease fee in October? Now I have to have a lease? Our water has been a large issues too. Two months ago it was off for many days then we had a boil water advisory after that. I had no choice but to buy water to use. Friday August 27th our water was turned off again. I had seven gallons of water and that wasn't enough. We just got the advisory from Friday lifted now, 1:30pm Monday.

  Business response

  08/31/2022

  The policy to live in Presidential Estates is that one person in the residence must be a lease holder per our underwriters guidelines. The death of ************** left no lease holder in the home, just occupants. We had requested several times for *************** complete paperwork to become the lease holder. The lease could not be renewed due to the death of ************** and no one eligible to sign the lease which resulted in a month-to-month fee.

  As in any public water system, water lines which from time to time my need repaired or replaced causing the water to be shut off for a brief period. We must follow all ***************** protocols and issue a boil water advisory once water is turned back on until water is tested and given an all clear. We understand that having to shut the water off and having a boil water can be an inconvenience for residents, our main goal is to do things the right way and to keep our residents healthy and safe.

  
  The advisor went from Friday, the time the water was turned on until Monday when Presidential Estates was given an all clear. The water must be sampled twice, 24 hours apart, once both test pass we are given the all clear. Residents are then notified that it is ok to consume the water.

  
  We take pride in making sure we following Suns Golden Rule Treat others the way you want to be treated, along with Sun Communities being an equal opportunity housing community.
  
  

  Customer response

  08/31/2022

  [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 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

  07/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, my name is ***************************** please listen to my story. I'm begging u all, I brought a home a mobile home here in ******* ******** at Kensington Meadows it was one of the happiest moments of my life, I seen some things I didn't like and I was asking if it could get replace fix etc. The refrigerator was ***** I brought a new one still paying on it. I moved into my mobile home January 25 or 26 2022. When going over the contracts I was never told as is I know I would have remembered. This mobile home is a disaster from h*** I. So unhappy in my bathroom water was always going out the tub wen I run my bath water I didn't think much of it I just found out last week it's a pipe or something leaking its destroying my floors n the bath room I have these wood ants that eating the wood some days I feel like the whole mobile home is going to fall n the ground and my tub. This is my first home buy it was so dumb and stupid on my end I never got it inspected I was just so happy I got approved to get it I also believe it's mode n there as well my biggest fear is I don't want my home to be condemned unfit where I can't live there I have no place to go please I don't know what or how to go about this situation please help me I feel so stupid and dumb I feel as they played me and they knew everything about this mobile home ***************************** ************************************************************************************** ************

  Business response

  07/08/2022

  ****************** did not contact the community manager with any concerns regarding her home. Our community manager spoke with ****************** yesterday and was told that she understood that she purchased her home "as is". The community manager has now been in contact with ******************.

  Business response

  07/20/2022

  The home is **** unit and was sold "as is". Any repairs are the responsibility of the homeowner. I am sorry that ****************** is not happy with that response but no further action will be taken . 

*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. ↩