ComplaintsforSun Communities, Inc.

• Initial Complaint

  04/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I live in Sun Homes ********** in *******************************. On Wednesday April 6 2022 I had neighborhood kids splatter f**** on the front part of my trailer. Went up to the office to tell the office manager of Sun Homes Clearwater his name is ************************* what happened and told him the neighborhood kids splattered f**** on my trailer. Yes I was upset and yelling because of what the kids did. And ************************* told me I can't come in yelling like that. I did tone it down a bit and told him I am sorry. ************************* kept repeating himself that I can't come in yelling like that and he refused to do anything about it. My husband called ************************* after my husband got out of work. ************************* told my husband that they can't have myself coming in yelling. My husband to ************************* that is my normal reaction when something happens and I was upset. ************************* told him well we can't have her coming in like that. And my husband told him and I can't go to work worrying about what is going to happen to are trailer. And ************************* still done nothing. I called Sun Communities **************** in ********** ******** on Wednesday and left a message. On Thursday I got a call back from this lady at Sun Communities **************** and the lady took down what I told her about the kids splattering f**** on my trailer and ************************* done nothing about it. The lady at Sun Communities **************** said that if I don't get a call back by Monday April 11 2022 from the upper management then to give them a call back. I called back yesterday I talked to the same lady that I talked to on Thursday and told her I have not received a call. She looked at the note supposedly that the upper management called me and my phone is not in service. Which is a lie. My phone is in service sometimes I get no signal on my phone and if that happens it would go to voicemail and I had no voicemail from anything from the upper management at Sun Homes ****************.

  Business response

  04/15/2022

  The complainant has been a resident in the community since September ********************************************************************************************* her yard.  Her home is next to the basketball court which she was aware of prior to moving into the community.  In order to help prevent children from walking into/through her yard, an 8 fence spanning the area between the basketball courts and her homesite was installed.  When the office has received calls from the complainant, management staff will head to the basketball court and speak to the children.  Each time, the children report that the resident screams at them in an unfriendly, mean manner, and this behavior has been witnessed by other residents.  
  
  The complainant alleges that on Wednesday, 4/6, kids splattered f**** on the front of her home.  She came to the office and began to scream loudly to the staff that she was not going to put up with it anymore.  ************* Manager asked the complainant to stop and let her know that it was not okay to come into the office screaming at the staff.  This was repeated multiple times as she could not seem to control herself.  Complainant left stating that she would have her husband call the Manager to discuss.  The Manager spoke to her husband asking him if he had witnessed any of the behavior from the children that his wife was reporting, and if this was an issue for him.  His response was no.   
  
  When the complainant contacted the main office to escalate the issue beyond the community level, her complaint and contact information was provided to the Regional Vice President (***).  When the *** attempted to call the complainant on Monday, 4/11 with the phone number provided, the call would not connect, so a voicemail could not be left.
  
  Community Management has told the complainant to provide a picture of the offending children or the alleged damage to her home/site so they could follow up, and she has not once produced a picture for/to the Office.  If/when she does, we will make sure to address and resolve in the appropriate manner.
  
  

  Customer response

  04/19/2022

  [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

  04/12/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We are being charged an extra $62 a month for Spectrum that we are not getting. I have contacted Spectrum and they have no account for me. Any one who complains to the office will shortly get an eviction notice. I have a washer and dryer and they have been broken for six months. The office is saying that it&#**;s not their responsibility; but it was here when I moved in 7 years ago--all the appliances were part of it.

  Business response

  04/15/2022

  Sun Communities no longer owns ************ located in ********, ** as such we are unable to address this complaint. 

• Initial Complaint

  03/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Recently closed on house with Country Meadows Village in ********* for address ********************************************************* lot 392 When we signed closing paperwork on 3/15 closing date of 3/1/2022 we didnt not receive a check or funds after the sale of our home (security deposit, pay off our loan with our mortgage company, or receive the ending amount we were to receive at closing. Our community manager said it would take a few days to clear or mortgage after closing and then we would receive our check. Seems odd to me that we wouldnt be handed a check the day of closing. Yet we are still stuck with a loan and insurance that sun homes was suppose to pay off at closing. We closed on 3/1/2022. We also have an electricity **** dated until we actually signed paperwork on 3/15/2022 that if sun homes actually owned the home should be taking care of as well as any other mortgage payments that we may experience in the next month or so since sun homes became owners of the house on 3/1/2022. We were told to keep electricity on until we sign paper work which didnt get signed until 3/15 because of paperwork mess up even though our community manager told us to date it for 3/1/2022 since that was suppose to be our closing date. I have tried reaching out to sun homes via phone multiple times leaving multiple messages. Our community manager started working on the home when the home wasnt even closed on yet. Putting up new blinds and light fixtures. He shouldnt be touching home until the sale is finalized and my loan is fully paid off and we have received our portion of this agreement. We need some peace of mind that this sale and purchase agreement and loan pay off is going through or we are looking to have a civil case started in the next few weeks with sun homes. Thanks,*******************************

  Business response

  03/22/2022

  I met with the Centalas yesterday and delivered to them the proceeds check and compensation for their electric ****.

   

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

  Community Manager

  Customer response

  03/22/2022

   

  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 us with the only exception that we still have not received a loan payoff for our account with centier bank (mortgage company). I have asked ************* multiple times for a tracking number but sounds like he needs to get that information from corporate. I will wait for the business to show forth further action on our loan pay off with centier after our purchase agreement signed on 3/15/2022 with closing date of 3/01/2022. Once this action has taken place, if it does, will consider this complaint resolved.

  Regards,

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

• Initial Complaint

  03/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I made a reservation for *************** on October 18 to stay November 24 thru November 28th in a Standard Vacation Rental with Loft with a sleeper sofa. We attempted to turn on the air conditioners upon settling in after spending they day with family at their camper sites. The unit in the main living area did not turn on and continued to give an E3 message. We also did not have a sleeper sofa only a regular sofa. The bedroom tv had no HDMI cable so we couldn't see anything. Several skylights had no covers. i called the office number, stopped by and since none was there called the emergency number. The maintenance and could not figure out why the air unit was not working. Throughout my stay there were also issues with the smoke detectors that were going off while we made breakfast on the stove. We opened windows and there was no smoke just heat as witnessed by the maintenance crew. We discussed all this with maintenance and then on Friday they finally came back with a small table top fan, the sofa sleeper and the extinguisher. They could not fix the air conditioner so I was told that the manager would be calling me shortly. That never, ever happened. I left several VM messages throughout my stay starting on Wednesday evening and even after returning home. I could not speak to anyone in person because the office closed for the weekend. I spoke to maintenance again before checking out and asked again that the manager call me and he was surprised they had not yet spoken to me since he made that claim on Thursday, that I would be called. As of the writing of this complaint noone has called or emailed me. In addition they advertise like they are in the midst of a great camping experience but we were 3 min from city and in the middle of an actual RV park with residents and lots of concrete! The activities were null and void. There were also 2 registered *** offenders within the park and there were children everywhere. This was not a happy Thanksgiving at all.

  Customer response

  03/08/2022

  Good evening, I believe a refund would be appropriate in at the vet minimum half of what was paid in total. There were alot of issues with my stay that I was not happy with and it made the holidays very uncomfortable.

  Customer response

  03/09/2022

  $210.00

  Business response

  03/14/2022

  I had addressed a lot of the concerns at the time of their check-in.
  
  In regards to the air conditioning, it was repaired prior to ******************* arrival. Our vendor assured it was fixed as we had it running but as mentioned from ********************, it was not functioning fully upon their arrival.The sleeper sofa was an issue that I had personally brought to her along with my maintenance supervisor on Friday. I had visited to ensure that they needed anything else in person. There was no other communication to me directly about the other issues. Unfortunately I cannot speak to why the ** in the bedroom does not work. We have had it rented since with no problems. It could have been just on the wrong input. Regarding the smoke detectors, the units are smaller and for safety will go off if there is an excess of heat due to the smaller square footage. Again, I was working Friday and Saturday personally and saw no voicemails come through in regards to this reservation. Unless they were only contacting the emergency maintenance line which is intended for emergencies or after hour needs.
  

  COVID restrictions were still in place so a lot of gatherings still could not happen. Activities are not the responsibility at the property level. All activities are resident driven and managed through an ******************** made up of residents. We run background checks on our permanent residents so if there is anyone that is a registered *** offender that would come up. Unless they move in without managements knowledge, which there has been no reports brought forth to the office from anyone regarding this matter. And yes, there are kids as we are an all age community.

   

  ***********************
  RV Resort Manager

• Initial Complaint

  02/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I sold a trailer to this company(Sun Communities) which owned the trailer park(Holiday Park) it was in. The closing was 12/17/21. At the closing I was told the check would be mailed to me from ********. I'm dealing with the local office in ****** **. No check, I called 01/26/22. They returned my call on 01/28/22 stating the check was mailed 01/27/22. No check, 02/10/22 I called both office phone#'s they are disconnected!!! I find an old email, let them know I'll be at the office. When I arrive, they tell me the check will be sent overnight to my home address 02/11/22. On 02/11/22 No check. On 02/12/22 I get an email, overnight mail can't be sent to my location. It will arrive Monday 02/14/22. Checked reputation of company, it appears they have some history of not telling the truth, and not paying people. Please help me complete this transaction. Note: the amount of the check is $6100.00 to large for small claims court.

  Business response

  02/16/2022

  My records indicate the check was delivered on February 14, 2022. Sun brokered the sale of the home, we did not buy the home.

  Customer response

  02/17/2022

  [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.

  I hope the check will  clear the bank.  It is expected to clear by 02/22/22. 

  Regards,

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

• Initial Complaint

  01/17/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My wife and I bought a home and rented a lot in the Sun Communities, ************** **, on or before 27 Jan. 2020. We signed two contracts as the management office was going through a change from ******** *** to Sun Communities ***. They were operating under a OLP. The first contract was from Sun, an was torn up and then second one was a ******** contract. The second one had a rent increase and was $425 per month. The Sales Rep stated that the rents were going to be raised in March 2020 and that ***** {Manager} raised it early and that next year, we would not get an increase. she stated that everyone would be paying the same amount. well it turns out not to be true as we got an increase to $437 for February 2021 and my neighbors raised to $421. I have written and talked to local, area, division, and district management with double talk and passing me off to another person or office. this year mine is being raised to $459, $22 more than my neighbors as they are going up to $437. My neighbors are ******** and #***, and mind is #***. All I want is to be treated at the same rate of my neighbors on there anniversary date. some of the management that I've talked to agree with me until they get back with me. I get a lot of sorry, but I've been laugh at, threaten, and told if I don't like it, I can sale my home and move. I can provide Documents later, as I'm old and don't know how to down load or upload them. I have emails from Sun Communities as well.

  Business response

  01/18/2022

  Our team has had numerous phone calls with **************** explaining the rent increase.
  
  All residents are on the same rate structures at Ocean Pines. Increases happen annually and on your anniversary date.
  
  Communitys notice of increase: February
  Communitys month of increase:April
  
  Ocean Pines new market rents go into effect every February 1 which causes a staggering in rates for February to March anniversary residents depending on when they moved in and at what rate.
  
  I noticed that #*** moved in after #***, and  #*** was quoted the ***************************************************************************************** at the 2020 rate.
  
  #***:
  Move in date: 2/21/2020
  Year 1: $411 (2019 market)
  Year 2: $421 (2020 market revised)
  Year 3: $437 (2021 market)
  
  #***:
  Move in date: 2/4/2019
  Year 1: $399 (2018 market)
  Year 2: $411 (2019 market)
  Year 3: $421 (2020 market revised)
  Year 4: $437 (2021 market)
  
  #***:
  Move in date: 1/28/2020
  Year 1: $425 (2020 market original)
  Year 2: $437 (2021 market)
  Year 3: $459 (2022 market)
  
  Note: The 2020 market was reduced mid-year due to COVID.
  
  Based on the above information your rates are accurate and no changes/adjustments will be made.
  

• Initial Complaint

  12/15/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  8/26/2021 we purchased a new home and began trying to contact Carrington Point in regards to selling are 2015 ******* Home in their park at *****************************************************************************************************************. After not having any of my husband or my calls returned 9/25/2021 and 10/2/2021 we went to the sales office where there was posted Saturday hours but a sign that said " Out in the park be back at 9:00 am" at 11 am. Finally 10/5/2021 Becca called acting as if she was very concerned as to why I was becoming upset, we had a 6pm appt with her where we were assured that she would have our home on the market "as soon as I get pictures tomorrow". It is now 10/12/2021 the home is still not listed, we have called and left messages daily, No One has called us back. It is costing us $1396. a month for the home to sit empty. At this point Sun Communities owes us $698.00 and counting until it is listed and being shown.

  Business response

  01/14/2022

  This complaint was for a brokered listing.  Our records show that the community manager met with the residents to list the home on 10/4/21 which is the date shown on the signed agreement.  The manager was then able to request a pay-off and copy of the title from the mortgage company which was received on 10/12/21.  During that time, the manager says she did receive calls from the resident asking why the home hadnt been marketed yet.  Our system shows that the brokered package was missing some required information and all documentation was not received until 10/26/21.  While it took longer than the resident would have liked, the home cannot be marketed until all of the paperwork has been collected and uploaded.  Once everything was completed, the home was shown several times, but no offers were made, and it was not sold during the time frame the listing was in effect.  Once the listing agreement expired on 12/3/21, the resident came into the community office and took back the key.  It is our goal to always work hard for our residents when they trust us with brokering their homes, and regret that they were dissatisfied with the service they received.
  
  Thanks!

• Initial Complaint

  11/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  My husband and I lived in Cider MIll Village for 7 years. Management told us to buy or leave. We left. We left the home "broom ready" on July 31st. (this is when our lease was up) Sun Communities took out August rent. They reimbursed us almost 4 weeks later. They also only refunded $200 of our security deposit, citing $971 in damages. I called corporate and she seemed confused as to why we would be charged for paint and carpet when we lived there for 7 years. She told me to file a dispute. I filed a dispute on September 3rd, 2021. They told me it would take 30 days. I called back in 30 days, they said they were short staffed. I threatened to file with the court. They called me back and took off a majority of the charges. However it is November 8th, and I have not heard anything back. I called today and they told me that they would have to call me back tomorrow.

  Business response

  11/15/2021

  We have reviewed **************** comments. We are waiving the $971.00 charges for damages and issuing a refund in the amount of $971.00. I anticipate the refund being issued within two weeks. The address we have on file is ************************************************************************************.

  Customer response

  11/16/2021

  [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.

  I am pleased with BBB being able to receive a response from Sun Communities, since I continue to "get the run around" from them. They have not responded to me. Hopefully they will return my security deposit within 2 weeks.

   

  Regards,

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

  Business response

  12/15/2021

  Thank you for letting me know that the check did not arrive. I can see in my accounting system that a check was cut. I am researching this further. 

  Customer response

  12/16/2021

  [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 been told multiple times, that I am receiving a check, and yet, no check has arrived. I have also been informed of different amounts that the check will be. **************** is a joke, it takes days to receive a return phone call. Until I have received the security deposit, I will not accept this response from Sun Communities. 
  
  Regards,
  
  *******************

*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. ↩