Complaints

This profile includes complaints for Sandhurst Apartment Management's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Sandhurst Apartment Management

  6525 Morrison Blvd STE 400 Charlotte, NC 28211-0501

• 

  1700 Place Apartments

  1700 Charleston Place Ln Charlotte, NC 28212-7538

• 

  Summit on Central Apartments

  3143 Central Ave Charlotte, NC 28205-5413

• 

  Walker’s Ridge

  1100 Robinwood Rd Gastonia, NC 28054-6631

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:12/18/2023

  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.

  On December 13, 2023, I ended my lease with Somerset at Madison ********************** complex, who is managed by Sandhurst Apartment Management. On December 14th, I received a statement for cleaning and damages that I owed them. I am not disputing most of these claims as I recognize my responsibility for them. However, they are wanting to charge me $500 to replace the carpet for damages. They attached photos of three small stains underneath the carpet. Management has also indicated that they will be renovating the ********************** to vinyl flooring and it shown on their website and apartments.com that my unit will be renovated. When I inquired why I was being charged this amount, and requested receipts to prove that I caused the damage, I have received no reply. The only further communications I have received is notices that they will send it to collections. I am happy to pay if it is my responsibility but I find it suspicious I am being charged this amount when they were only removing carpet to renovate the flooring for the next resident, and they have refused to provide legal documentation when requested.

  Business Response

  Date: 12/29/2023

  Hello, 

  Thank you for sharing your concern regarding your final move-out statement at Somerset at *******. We have shared your concern with the regional community manager regarding your charges. She will reach out should their be an adjustment to your final move-out billing. 

  Thank you
  

  Customer Answer

  Date: 12/29/2023

   
  I am rejecting this response because:
  I have attempted already to communicate with Somerset at ******* but they have not replied to the original emails asking for receipts.

  Business Response

  Date: 01/25/2024

  Hello, 

  We have passed your communication along to the site team and regional manager and requested that they reach out. 

  Thank you

• Initial Complaint

  Date:11/01/2023

  Type:Billing Issues
  Status:

  UnresolvedMore 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.

  While moving out I had gotten a professional cleaner for my apartment **** in **** Park Apartments have photographed every corner of the apartment. I have photo evidence and an invoice to demonstrate the mint condition that the apartment was returned in.Despite this, the apartment is charging unfairly and not providing a consistent story regarding what the charges are for.In their original invoice, they provided a charge of about 170$ for 'cleaning', however when I reached out to them to explain and remove this cleaning charge, they replied stating that they would have to replace the carpet. This story is inconsistent with what they are charging for. However there is no more damage than the regular wear and tear of the carpet since it was professionally cleaned. In addition they provide no photographic evidence whatsover for why this charge was issued.Additionally there was no safety in the premises of this apartment since my car's catalytic converter was stolen and this apartment also had too many roaches which were never properly resolved.Sandhurst should refund the entirety of the charges being collected for cleaning since apart from regular wear and tear there's no other issue and I shouldn't be charged for the same

  Business Response

  Date: 11/06/2023

  Hello, 

  Thank you for taking the time to reach out to us regarding your experience at *********. Our on-site management has been in contact with you regarding your inquiry. They will be the best ones to handle your questions and request for a refund. Once they review the information you have sent over, they will reach back out to you. If you have any further questions, please don't hesitate to reach out to us at *********************************** with any further questions or concerns.  Thank you!

  Customer Answer

  Date: 11/12/2023

   
  I am rejecting this response because:
  The apartment management hasn't reached out to me. It's been more than 10 days I sent my video evidences to then to review the charge. They haven't responded at all. Please check into this issue. Nobody can even talk to a person directly over the phone as it always goes to voice. Please refund my carpet cleaning charges. I spent money to hire cleaners to clean it. Thank you

• Initial Complaint

  Date:09/19/2023

  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.

  My roommate and I were approved and set to move into ******************* Apartments on 3-26-2022. Due to the incompetence of the staff and their lack of scheduling an inspection in a timely manner, we were not able to move in until 4-4-2022, and the apartment was visibly dirty and in a state of mild disrepair when we got there (broken blinds, stove with missing knobs, etc.). We were advised to write down the things that were broken upon move-in, but of course this was to be turned in within hours of move-in and we found more broken pieces in the following weeks. Since moving in, maintenance has been consistently unavailable. We have mold in the vents and a broken light fixture that they outright refuse to fix, and have for months. Sandhurst Apartment Management as well as the administrative office at ******************* are unreachable during their posted business hours. We did not get laundry, gym, or pool access for the first six months of living here, and the pool was not open at all for the first year. Our water heater has been broken since move-in, and they refuse to do anything about it. I have filled out countless surveys and tried to contact everyone as high up as the corporate office in the Carolinas to absolutely no avail.

  Business Response

  Date: 09/21/2023

  Hi ****, 

  Thank you for reaching out to us regarding *******************. We reached out to our community manager to discuss your concerns. We are required by the ******************* to have occupancy inspections each time a new move-in occurs. These inspections can be delayed at times by the city, which can delay move-in dates. We try our best to ensure that each and every unit is ready and inspected properly prior to a scheduled move-in date. We apologize for the initial delay with your move-in. In regards to your apartment, each apartment must pass an inspection by the *******************. In order to pass, the apartment must be clean and all items must be in working order. You apartment did pass the inspection prior to your move-in. We only see two work orders in our system regarding a hot water heater issue from this past April and a dirty air vent that was cleaned in August of this year. Both tickets are marked as resolved in our system. If you are still experiencing maintenance issues, please submit a work order through your resident portal so our team can address accordingly. 

  In regards to the pool not being open in 2022, we were required by the city to have a lifeguard on duty to monitor pool occupancy due to ongoing COVID restrictions. We were unable to locate a lifeguard company that could monitor our pool during this time. The pool was open for the 2023 season and per your resident file, you have been issued a key fob to access the fitness center. If you need a replacement, please let us know. 

  We appreciate your residency and want to make sure each and every resident is comfortable in their home. Please reach out to the leasing office at ************ or stop by to discuss any of your concerns with our on-site management. We are happy to help! 

  -**************** 

   

  Customer Answer

  Date: 09/21/2023

   
  I am rejecting this response because:
  While I do understand that apartments need to be inspected by the ******************* prior to move-in, I am not responsible for poor planning on the part of the office staff. I was told by ***** on 3/26/2022 that the previous tenants had moved out weeks prior. Why was the apartment not inspected BEFORE the day prior to move-in? Yes, we have been issued keys to the fitness center now, but it took MONTHS. The unfinished work orders have been marked as completed. This is for a broken light fixture. The vents were not properly cleaned as there is still VISIBLE mold. It is on the bathroom ceiling as well. I would like to be contacted by someone to resolve these issues. 

  Business Response

  Date: 09/22/2023

  Hi ****, 

  We appreciate your feedback. We have requested that someone from our team reach out to you regarding the outstanding work orders in your apartment. If you have any further questions in the meantime, please contact your property manager, ***. She will be happy to assist you with any of your concerns. 

  Thank you

• Initial Complaint

  Date:08/02/2023

  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.

  I moved into Quality Hill apartments at the start of 2023, it has been roughly 6 months and my water has been disconnected 14 times total spanning several hours on some disconnects. The apartment complex despite the numerous shut offs has continued to charge a flat rate of $45.00 USD - how am I getting charged a flat rate for monthly access if I dont have continuous access? As a disabled veteran I need access to water for my health and safety - I either need the managing company or local complex to strategize with this city or provide me an adjusted water rate until these issues are resolved.I tried speaking to management (*******) she was unusually hostile towards me and blamed the city for the water issues. I told her I understand her situation but Im the tenant and its not my issue to deal with. She hung up on me during our call and was very demeaning/condescending during our phone call. For this reason along with the main water issues Im seeking resolution and an apology from management for the extremely rude treatment.

  Business Response

  Date: 08/02/2023

  Hi *****, 

  Thank you for taking the time to provide us with feedback regarding your experience at Quality Hill. We are very sorry for the continued water disruptions that you have experienced. We apologize if any of our team members provided you with service that was less than excellent. We are aware of the ongoing water shutoffs, but unfortunately we have no control over when the city chooses to turn off our water supply for necessary repairs and upgrades. As ******* has previously stated, we encourage you to call the city to file a complaint regarding the continued water disruptions. We appreciate your patience with this ongoing matter and we will do our best to assist if the issue is something that we can control. Thank you

  Customer Answer

  Date: 08/02/2023

   
  I am rejecting this response because:
  
  I reached out to *********** Public Water with the number ******* provided and got ahold of a Public Works Supervisor after escalating the call. I explained the situation and what ******* stated about the city shut offs without notice, the supervisor explained that the property and or management always receives prior notice for shut offs regarding public works or any other related activities. She elaborated that notices are seldom missed because of ******** law notice requirements, and she stated that according to their system they have not had 14 incidents reported on their end. So the city is stating they are not the primary party behind the shut off incidents, and even if they were QH wouldve been given timely notice which wasnt given to residents. There have been times Ive been in the shower or cooking and the water shuts off. I then receive a message from the resident portal 5 to 10 minutes later, stating that water has been disconnected.
  
  According to the **** (******** ************************** ******** law requires proper notice before shut offs. I have them a call next and they elaborated that all utilities or entities that receive these notices are responsible for providing them to tenants within the time frames allowed under law.
  

  Notice Requirements:
  
  Written notice by either mail 10 days before the shut-off or personal delivery 96 hours before the shut-off.
  
  At least 24 hours before the shut-off, the utility provider must make reasonable efforts to contact the customer
  either in writing, by posting a door hanger notice or making 2 telephone calls.
  
  On the day of the shut-off, the utility provider must make reasonable efforts to contact the customer, provide
  identification, state the purpose of the visit, and post a notice that contains the address and telephone number to contact to have the service restored.

  Business Response

  Date: 08/03/2023

  Hi *****,
  
  We understand your frustration with this issue. We are not typically notified about these outages as the city states. Oftentimes, the city places a paper notice on the building(s) that will be affected, but do not mail, email or call the leasing office to let us know. If we do not see or find these notices, this prevents us from communicating planned outages to our residents via email in advance. We are required to send out notices at least 24 hours in advance for planned shutoffs if the work is being conducted by our management. We always send these notices if the situation is in our control. If there is any emergency situation, we do our best to notify you as quickly as possible, but there are situations that do not allow us provide 24 hours notice to residents. 
  
  The flat fee of $45 for water/sewer is not refundable and is outlined in the lease and utility addendum. We see that a copy of the utility addendum was sent to you after you spoke with the Property Manager with those areas highlighted. We do understand that the city shutting off water for any amount of time can be frustrating. However, we are unable to control any city services timeline,repair schedule or when emergencies occur.
  
  We will continue to do our best to support our resident and handle issues as they arise. Please dont hesitate to reach out to us if you have any further questions or concerns. Thank you for being a valued resident of Quality Hill Apartments.

  Customer Answer

  Date: 08/09/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and have escalated this to a state utility regulation committee. I appreciate getting clarification from the business on the cause of the water disruptions.
  
  Thank you. 
  

• Initial Complaint

  Date:05/30/2023

  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.

  Hello, my name is ************************. I have been dealing with a mouse infestation in my townhouse and working with my landlord to resolve the issue. Despite previous attempts to fix the problem, it has persisted, and I have had to dispose of numerous ineffective traps. Additionally, we had a stove malfunction that took weeks to heal. Now, we are experiencing mouse problems once again. The new maintenance personnel have inspected the area behind the stove and under the cabinet and confirmed no issues behind the fridge. However, we are still encountering problems in the kitchen, and I need help to store my pots and pans. I have shared pictures with time stamps with my landlord, but they have yet slowly. I contacted the property manager and only received a $50 discount after threatening legal action for a three-month rent reduction. The least they can do is a month. As a mother to a baby and a 14-year-old son, my husband and I are exhausted from catching mice, and I have been experiencing anxiety and panic attacks. I have even had to stay at my mother's house because of this problem. This morning, a maintenance man covered all the holes he could see, but I explained that this was an exterminator, not a maintenance issue. I have requested that they place traps outside our home to prevent mice from entering, but my concerns are not being taken seriously, causing significant stress.Living here has presented some challenges that require immediate attention from management. To name a few- A faulty stove wire caused a small hole in our stove, leading to sparks of fire. Despite the situation's urgency, we were told that a replacement stove did not qualify as a maintenance emergency. We waited weeks for a response regarding the replacement stove.Additionally, we are now dealing with a mice issue again, and the back-and-forth emails between you and my wife are not resolving the issue.

  Business Response

  Date: 06/02/2023

  Hello ********, 

  Thank you for taking the time to reach out regarding your experience at ************ Manor. We have spoken with the on-site team regarding your issues to get an update on the situation. It does seem that we have placed bait boxes in your home to help remedy this issue. As previously mentioned, you must keep all food sealed and trash disposed of properly to help avoid pests in the future. As offered by the Regional VP, we will allow you to vacate your home with no termination fee if you are not comfortable staying. In regards to your stove issue, we did attempt to repair the stove initially, but it was later determined that it needed to be replaced. We do apologize for any delay in getting a replacement stove delivered and installed in your home. Should you have any future questions, please reach out to your community manager or ******, the Regional VP who you have previously communicated with regarding your issues. Thank you! 

   

  The *** Team

• Initial Complaint

  Date:03/23/2023

  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.

  I moved into CIvic Center apartments June 2021. We moved out October 2022. We had mold in the apartment. The mold was in the windows, bathroom ceilings and by every vent. There is also mold outside of every window sill. Nothing done about it. Our neigbors complained yet nothing. We complained to several different property managers as they were always changing and all they did was send someone to wipe it down with bleach. It was never handled properly. We told the property that we wanted to do month to month in May 2022. We told them that we would move out in 5 months, which would be October. We kept our word. Upon moving we were told that we needed to give a 60 day notice. Mind you we told you in May that we would be leaving Oct 2022. So now they are charging us $1396 for unpaid rent for november 2022 and cleaning fees. We cleaned the entire apartment before we left. Carpet as well but since it needs to be replaced, they want to charge us. This should be a normal practice when a tenant leaves, replace the carpet, paint the walls and other minor adjustments yet we are being charged. We let them keep our deposit as well. We just wanted out. So now they put this bill on our credit report and its not fair. We paid on time for over a year in this filthy apartment. We will take this apartment complex to court because no one will talk with us. I have tried to contact, CEO, Vice president and nothing. The front office changes so much that no one can help us. I just want this off of my credit report and the balance adjusted to 0. If this cannot happen I will file a legal claim against the apartments.

  Business Response

  Date: 04/13/2023

  Hi ********, 

  Thank you for reaching out regarding your experience at ***************** Apartments. In regards to the mold situation you are referring to, we did on several occasions discuss this issue with you and sent a maintenance team member over to address the situation. Condensation would accumulate on the windows in your unit due to changing temperatures inside and outside of your home. The built up condensation would drip and accumulate on the window seal area, causing the mold you are describing. The windows were checked for leaks and it was determined that this condensation buildup was the cause of this issue. We did clean and sanitize these areas with bleach to ensure any mold presence was eliminated. Regarding your lease term and move-out date, on June 6th, 2022 you signed a renewal lease that was set to end on November 11th, 2022. Our team agreed to allow you to sign a 5-month lease, even though we do not offer this term. We do a require a written 60-day notice to terminate your lease at the end of the term. Upon your lease end date, you still owed a remaining balance from October, plus the prorated amount for November. You account was also assessed cleaning and damages charges after we completed a final move-out inspection. After receiving your consent in writing, we applied your additional deposit of one months rent to your account to help reduce your outstanding balance from October. The remaining $200 standard security deposit was left on your account until move-out and applied towards your final balance which included a portion of outstanding rent from October, November's prorated rent amount and the cleaning/damage charges we assessed after move-out. Your balance has been turned over to our collections vendor, *************** Systems. Any payments or questions will need to be directed to this agency going forward. Thank you. 

  Customer Answer

  Date: 04/14/2023

   
  I am rejecting this response because: no one ever came to clean my apartment for mold because we changed the locks so this is a totally lie!!!! We told you july 2022 we were leaving so why do we need to tell you again? We moved out on October 31, 2022. we did not stay until November. There was mold in the restrooms as well and nothing was ever done about it. We were told so many lies when we moved in by all these fake apartment managers. When we moved out when cleaned the apartment. The carpetreally this is covid! All that c*** needs to be replaced. Remember when we moved in we had to have the apartment cleaned because it was dirty!!We will be taking civic center apartments to small claims courts. 

  
  

  Business Response

  Date: 04/17/2023

  Hi ********, 

  We do not accept verbal notices. When resigning your lease in June of 2022, you extended your lease until November 11th, 2022. We require a written 60-day notice prior to the expiration of a lease agreement. We did not receive a written notice from you. Your lease agreement was signed through November 11th, therefore you were responsible for payment through that date. If you have any further questions regarding your balance, please contact *************** Systems. Thank you. 

• Initial Complaint

  Date:02/15/2023

  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.

  This business has told me that they are not renewing my lease and this is after I have lived on their property for nine years. I was given their corporate number to call if I had any questions and I called them four times as well as emailing them twice and no one has contacted me back, how am I supposed to appeal this process or find out what rights I have or get any of my questions answered if no one will respond to me?

  Business Response

  Date: 02/17/2023

  Hi *****, 

  Thank you for reaching out. We have received your messages and passed them along to the Regional VP for ************ Apartments. We understand your frustration with this notice, however, our company has a strict policy on late payments. This policy is in place for our entire company and we unable to make exceptions on a case by case basis. If you have any further questions or concerns during the remainder of your lease, please don't hesitate to reach out to your on-site community manager. 

  Thank you

• Initial Complaint

  Date:10/27/2022

  Type:Product 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 applied for **** Park Appartments on the Thursday 10/06/22 and we didnt got our answer until Wednesday 10/12/22. I call to understand the email they send us, because it didnt make any sense, they said that it was denied and couldnt told us why, so they gave us a number to call to further discuss this issue. The people I call said I was in fact pending approved, it was only missing to fill out a document. So I call back the office and (******) the manager said that some documents were missing when I had all documents sent Thursday and the apartment I was applying was already leased, and maybe we could reapply.

  Business Response

  Date: 10/27/2022

  Hi *******, 

  Thank you for reaching out. Our application and admin fees are non-refundable as stated in our rental criteria document that all applicants sign at the time of submitting an application. We do lease on a first-come, first-serve basis. In regards to your application, we did not receive all of the required information needed on the Supplemental Rental Application for Non-**** Citizens document.

  If you have any further questions, you can contact the property at ************************************. 

  Thank you

• Initial Complaint

  Date:10/25/2022

  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.

  This complaint is against the management company that bought my apartment complex. I've been trying to renew my lease for TWO months, the website portal stopped showing me the lease after the first time I viewed it so I had to email them to get a copy to sign. I will attach all relevant email chains to this report. They spent weeks either ignoring me, or insisting that they would send me a lease "momentarily", just to never send it. If I don't sign a new one I get put on month-to-month lease automatically, which is an extra $300 a month. My current lease is up at the end of this month and they just sent me a statement for next month to pay the increased rent because "I didn't sign a lease", although I have proof of me actively trying to do so for TWO MONTHS while they claimed one was being sent soon to sign. They're refusing to send me a new lease so that I'm stuck paying additionally for at least one month, which is a straight up scam. Considering it's regarding where people live, and rental agreements, feels like a pretty big deal. I know I'm not the only person this has happened to here as well, I just spoke to another neighbor and they're having similar issues.

  Business Response

  Date: 10/25/2022

  Hi ******, 

  We are very sorry that you have had a difficult time signing a renewal lease at *********. We understand the communication was lacking with our previous on-site management team. We appreciate your patience as our new managers have been working to respond to all communication and take care of any situations that were previously unresolved. After speaking with the on-site team, they have stated that you were sent a new renewal lease and that it has been signed. Also, the *** charges have been reversed from your account for November. 

  Please let us know if there is anything else we can do to assist you! We appreciate your patience and residency!

  Thanks, 

  **************** Team 

   

   

• Initial Complaint

  Date:07/21/2022

  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.

  I pay them $875 a month for a broken air conditioner and a broken dryer that they refuse to come fix. They have one single maintenance man and theyre loaning him out to other apartment complexes. Ive been having issues with this for over 6 months and have yet to get help. Theyre telling me my issues arent important and theyll get to it when they feel like it. They refuse to hire any more maintenance people. The apartment management company has shut down their phone lines so they cant answer calls. They say to leave a message and wont call back. The apartment manager at this complex wont fix my issues and its because Ive complained so much. They tell me that im just being dramatic even though there are obvious issues that need to be fixed. Im paying over $240 this month for my electric **** for a one bedroom apartment.

  Business Response

  Date: 07/26/2022

  Hi ******, 

  Thank you for reaching out regarding Riverwalk Apartments. We understand your frustration regarding your maintenance issues. To recap, our maintenance supervisor and community manager have visited your home on several occasions to assess if there is an issue with your A/C unit. As you know, we have had extremely hot weather in ***********, with the heat index ranging between ******* degrees. When temperatures are this high, the A/C units have to work extremely hard to cool the air. We have checked your thermostat several times and do not see an issue with the unit or thermostat. We have used the heat gun to read the temperatures coming from the vents in your apartment. The temperature from the vents has ranged from ***** degrees during the hottest parts of the day. With your unit being on the second floor and having vaulted ceilings, these extremely hot temperatures are making it more difficult to cool your apartment, even with the unit working at full capacity. With these extreme temperatures, we recommend that you keep all doors and windows closed throughout the day (except for when entering/exiting your home), keep all blinds and curtains closed through the day to reduce the sunlight in your unit, and try not to run your dryer for extended periods of time during the heat of the day, as this can cause the temperature in your unit to rise further. 

  In regards to your dryer, we have tested your dryer and it appears to be heating properly. We did not see any black residue in the dryer or any spots that would cause damage to your clothing. 

  We are happy to discuss any of these issues with you and reevaluate if anything has changed since our last visit to your home. 

  Thank you, 

  Riverwalk Management 

  Sandhurst Apartment Management 

  Customer Answer

  Date: 07/28/2022

   
  Complaint: 17596321
  
  I am rejecting this response because:
  There is obvious black residue in the dryer. Im not asking for any more help from the management team at the moment anymore because they seem to always make the issue worse. The pools are filthy, the gates have been broken since before i moved in, and now there are homeless people living in my apartment community and breaking into peoples cars. But go off about how everything is fine. Ill just keep fixing my problems myself since yall just wanna say im too incompetent to understand how an air conditioner works. Ive had multiple residents who have lived here for 6+ years talk to me and say theyre moving out due the new management team. But please, continue to say everything is fine. 
  
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