Complaints

This profile includes complaints for Sun Realty of Nags Head, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Sun Realty of Nags Head, Inc. has 7 locations, listed below.

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• 

  Sun Realty of Nags Head, Inc.

  1500 S. Croatan Hwy. PO Box 1630 Kill Devil Hills, NC 27948

• 

  Sun Realty of Nags Head, Inc.

  PO Box 370 Avon, NC 27915

• 

  Sun Realty of Nags Head, Inc.

  8788 Caratoke Hwy. Harbinger, NC 27941

• 

  Sun Realty of Nags Head, Inc.

  1316 Duck Rd Duck, NC 27949-4471

• 

  Sun Realty of Nags Head, Inc.

  PO Box 580 Corolla, NC 27927

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:08/11/2024

  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.

  We rented a house in Corolla NC through Sun Realty. Our agent was ******* *****. Upon checking in, it was evident that this house was completely neglected. And it was not cleaned properly. First impression, 2 overflowing garbage cans and a broken beach chair at the end of the driveway. A shredded basketball hoop, old trash around the yard, grass knee high. Branches hanging so low we couldn't park our car. Garbage around the pool, a rusty grill cleaner in the middle of the yard. Dirty lounge chairs. Sliding screen broken and off the track. Green mold around the outside shower. Inside: Broken vertical blinds, broken dirty couch, broken dirty chair, dead bugs in the slider track, dead bugs in the carpet, broken dirty items in the closet. Bathroom with fan broken and old dirty moldy bath mat in a lump under our sink. Carpet and wood molding has dirt and mold imbedded in it on all floors. Dirty couch, broken lamps, ripped screen on indoor porch, broken broom in corner with a dirty ash tray. Deck wood will give splinters. There was hair and dead bugs in the master bathroom, broken lamp in the bedroom, along with broken dirty appliances in the bedroom closet. Oven didn't work properly. Sun Realty wanted to inconvenience us by delivering a new one. This should have been addressed before we checked it! While in the office, another gentlemen was complaining about his neglected house rental. While ******* our agent was helpful in the beginning, she slowly kept from speaking to us. When confronted on checkout she made an excuse for everything wrong with the house. She agreed to refund cleaning fee of ****. She refused to call the owner who she blamed for the neglected house. I reminder her she was who we worked with and represented the rental house. Her assistant manager hung up on us bc she was offended by our complaints - she knew we were right and she was trying to defend the frat house we rented. We want a partial refund of *****.

  Customer Answer

  Date: 08/11/2024

  Other items I missed after speaking with family that stayed with us. 
  It's a dog friendly house and the comforters on all beds had dog hair all over it. ******* stated they don't wash bedspreads, yet we paid **** for cleaning fee. 
  ******* did stop by to see all the issues, not one issue but many, their resolution was to send two maintenance trucks, a cleaning person and deliver a new stove all while we are on vacation and staying in the home. If we thought all issues happened the week before, why aren't the houses inspected before the new renter, but it was clear these were old neglected issues and they only respond if renters complain. 
  While the house looked like the pictures online, there is no way to see the condition of the house inside and out unless you actually walk through it. 
  if there were a couple items we'd understand but it was so many we all felt paying ***** which included the cost of our dog, cleaning fee and linens, was unacceptable. 
  ******* also admitted she'd find excuses for everything we complained about. Completely unprofessional. 
  

  Business Response

  Date: 08/26/2024

  Hello,First I apologize that our response will be sent after the requested deadline, however I wanted to let you know that you will receive our complete response by the end of the business day, today. Thank you. ******* ******* 

  Business Response

  Date: 08/26/2024

  Thank you for contacting us. As Mrs. ******* states, she recently rented a home and was not satisfied with the accommodation upon arrival and did contact us regarding such. Our records show the property was released for check in on Saturday, August 3rd at 3:08pm and we were first contacted by her the following Monday morning. I have attached a copy of our software notes that are date/time stamped documenting our initial conversation with **** and the issues reported. As it states below, she requested a meeting at the property Monday evening and our staff started working on a plan to address the reported issues. 

  I have also attached notes from the Rental Manager, *******, who met Mrs. ******* at the property that Monday evening. We regret the property did not meet ****’s standards but thankfully most issues reported could easily be addressed the following morning. At the end of *******’s visit with Mrs. ******* everyone agreed that we would send a cleaner to address the dirty tracks in the slider doors and dirt in the corners, on the floors and our maintenance technicians would address the general maintenance items. We also informed **** that the owner was having a brand-new stove delivered due to one burner not working. 

  As planned during ******* and ****’s meeting, a cleaner returned to the property to address the dirty slider tracks and dirt in the corners. Unfortunately, when our staff arrived to address the other general maintenance issues **** asked our staff to leave the property, which of course we respected her wishes. Our records also indicate that **** contacted us personally with this request and declined to allow delivery of a new stove but did thank us for sending the cleaner to address those issues. Please note that many of the issues **** mentions in this complaint, she did not report or point them out to ******* during their meeting at the property. 

  I have also attached a copy of the SMS message we received from **** asking our maintenance technicians to leave the property and refusal to allow the delivery of a new stove. 

  While we do understand that any issue with property while on vacation could be an inconvenience for some, we would have preferred **** to allow us to address most issues that were bothersome for her, because we certainly could have in this case. With that said, we are very apologetic that overall, this property did not meet ****’s expectations. However, the owner and Sun Realty feel the request for a partial refund of ****** is not warranted in this case.
  Speaking of the confrontation upon check out on August 10th, below are our notes regarding our interactions with **** and her husband. As you can see that visit did not go well either. Unfortunately, **** demanded a refund at checkout and the interactions with Mr. & Mrs. ******* in our office started to make our employees feel unsafe and in a hostile situation that was completely unnecessary. Thankfully, **** and her husband eventually were able to accept that we would be in contact with them soon regarding their compensation request other than the cleaning fee refund that we already approved. 

  Please know we did contact the homeowner on August 11th regarding ****’s refund request and the homeowner declined to offer a refund. The homeowner feels as though he (and Sun Realty) immediately scheduled and acted to address the issues reported and she refused our services. Please know this decision was relayed to **** as well.
  With all that said, we do sincerely apologize for the disappointment **** had over the items that weren’t up to her standards and those that needed repairs for which she turned away the techs and service folks we sent during the week, so we were unable to make these repairs or replace the stove with a new one. It is clear this house and **** were mis-matched. She did not like the mismatched lamps, decor, furnishings, leaves around the grounds/pool fence, and more, which all are shown in our website photos for this property.
  To date, Sun Realty has refunded **** the cleaning fee paid on her reservation. We will also gladly, in good faith refund an additional ****, with the understanding this will be final compensation from Sun Realty and understanding the homeowner has declined to refund any rents paid considering he was willing to address the issues, and the property was occupied the entire leased period. If **** would like to accept Sun Realty’s good faith refund, she may contact me directly or relay the message via this complaint thread.
  My best,
  *******
  
  ******* *******
  Director of Guest Relations
  Sun Realty
  ***** ********
  

   

• Initial Complaint

  Date:05/15/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We rented a beach house through Sun Realty from 5/7-5/14. On 5/7 we received a text that the house was ready. After arriving we noticed the A/C was not working. The thermostat had an alert from APRIL 15 stating cooling problems. This alert was 3 weeks prior to our arrival. We called Sun Realty who reluctantly sent a repairman to the rental. The repairman arrived about 1 hour later and said the system needed a new compressor & it would take a few days for the part to come in. Most of the windows were swing-out and hardly opened; screens had large rips. on 5/8 the temp was rapidly rising, called Sun Realty & the response was to open windows for the cool ocean breeze. She said appliances break but missed the point that there was a warning on the thermostat 3 weeks before our arrival. She sent a maintenance person to install portable A/C units on Monday afternoon. I also told her the house was filthy with petrified bugs, drink rings on the tables, grimy floor; she offered for someone to come in & clean it but I declined since they didn't clean the 1st time why would they clean it again? Besides all of our belongings were in the house and we did not feel comfortable leaving our "stuff" with unknown people. A tip envelope left by the cleaning people had a clean date of 4/9 (1 month before our arrival). Cable was listed as an amenity but did not work so another repair person stopped by in addition to the cable company on Tuesday morning. The house reached a temp of 86 degrees. I spent Monday cleaning their house, dealing with repairmen, completely irritated, soaked in sweat during our vacation and upset about the money we paid for this rental. On Monday evening, we requested a one-day refund but Sun Realty never responded. The cleaning person contacted me on Tuesday and will request a refund but that is it. I will upload the detail as well as pictures.

  Business Response

  Date: 05/23/2023

  Hello,

  Please know that I personally left a voicemail message for Ms. ********* to contact me at her earliest convenience to discuss her complaint and stay with Sun Realty. I am hoping to speak with her today. I will respond once we speak and are able to work toward an amicable resolution, which I am confident we can. 

  Thank you,

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

  Customer Answer

  Date: 06/02/2023

  I spoke with Vanessa from Sun Realty on 5/23/23. We agreed on an amount of **** which should be credited to our credit card at anytime. Thank you 

• Initial Complaint

  Date:10/20/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  10/1/2022 - 10/8/2122, ******* **** ****, *** ******** ***** Corolla, NC XXXXX. Paid ********* Folio ID XXXXXXXX. We were notified at noon on 10/1/2022 that this house was ready and that we could take possession. As soon as we walked into the house it was obvious that it had not been cleaned for quite awhile. We found dirty toilet paper in the toilets, the floors were filthy, the kitchen sink (which was stainless steel) was as black as the counter tops. I worked at cleaning it for over an hour before it was clean enough to use, the refrigerator on lower level was full of black mold, There was trash under the beds and furniture. The comforters and blankets had to be laundered before we could use them. There was dishes in the dishwasher. It took 4 of us 2 and a half days to get it clean enough to stay . The Sun Realty manager said he could refund the cleaning fee, which he did,but I told him we expected more than that. He said he couldn't without the owners OK but he didn't contact them to our knowledge. The air conditioner repair man had to be contacted after the owner OK'd his services so we know that the owner was available to be reached. We expect some sort of refund for the rental fee!!!!

  Business Response

  Date: 11/30/2022

  Consumer Response /* (2000, 9, 2022/11/01) */ On Oct. 25,2022 I received notice from Sun that they, and the owner had greed to refund ******* and the cleaning fee for a total of ******** I had responded that we would accept that but that we were NOT happy with it. We figured that that would be the most we would get so we may as well accept. We will give Sun Realty lots of free advertisement but it will NOT be good!