Complaints

• Initial Complaint

  07/09/2024

  Complaint Type:

  Facilities Issues

  Status:

  Answered

  More info

  I moved into Sonoma Pointe Apartments in September 2022 but have experienced numerous issues, including the lack of a lease contract, unresponsiveness from the property manager, and a significant theft incident. The manager asked me to pay rent via cash and since September through march I have been paying via cash app or venmo or just cash. I moved into Sonoma Pointe Apartments in September and never received a lease contract. Whenever I requested it, the property manager made excuses or was unavailable. In March, I received a text from the property manager stating that I could no longer pay in cash and would need to use a money order in his drop box. I agreed and again asked about my lease contract and its end date, but received no response. On June 18, my AC stopped working, causing the inside temperature to rise above 80 degrees. I had to move out temporarily due to the heat. I informed ******, the property manager, but it took over a week for the AC to be fixed. During this period, $1200 was stolen from my apartment. When I asked ****** for details about the AC repair technician, he refused, citing discomfort, and instead, demanded I pay a late fee because my rent was delayed due to the theft. Despite my repeated requests, ****** continued to withhold my lease contract and accused me of refusing to take it, which is untrue. I request the Better Business Bureau to investigate this matter as I believe the management of Sonoma Pointe Apartments has been negligent, and unresponsive, and has potentially facilitated a theft in my apartment. This situation has caused significant stress and financial loss, and I seek resolution and accountability from the property management. RESOLUTIONS: Explanation and transparency regarding the AC repair technician. Reimbursement of the stolen $1200. Waiver of any late fees imposed due to the theft. Assurance of better management practices to prevent such issues in the future. Immediate provision of my lease contract.

  Customer response

  07/24/2024

  I have proof that I recently requested my lease contract from my landlord. He assured me that he would provide it, but it has now been 15 days, and I still have not received the documents. This situation makes me feel very uncomfortable and mistreated. It seems like I am being taken advantage of, and I am questioning why I am continuing to pay rent when the landlord is withholding my lease agreement. I am considering moving out of the apartment, but I am worried that the landlord will not return my $1000 deposit.
  

  Business response

  08/08/2024

  Tell us why here...Dear BBB,
  
  I hope this email finds you well. I am writing in response to the issues you raised regarding your recent experiences with our property management.
  
  Firstly, I apologize for any inconvenience caused by the lack of response from our property manager. We strive to address all tenant concerns promptly and will work to improve our communication.
  
  Regarding the payment methods, multiple options are available for payment: cash, personal check, or money order. This is to provide flexibility for our tenants, Cash payments have never been insisted on.
  
  With respect to the AC issue, we understand the discomfort it caused. To mitigate this, the property manager arranged a furnished unit for you during the repair period. The AC technician we use is a trusted professional with whom we have had a long-standing relationship and no previous issues.
  
  Concerning the theft of $1,200, we take such matters very seriously. While the property manager provided the technician's name for your comfort, we are cautious about sharing personal contact details. However, full cooperation was given to the authorities, including the technician's contact information, during the police report process.
  
  Regarding the late rent payment and associated fees, while we understand your situation, this is not the first instance of late payment. The property manager has previously waived fees as a courtesy, but consistent timely payments are necessary to avoid late fees.
  
  We also want to remind you that there is a protocol for work orders or any issues concerning your unit. Requests, including those for a lease copy, should be submitted to the Dropbox. The property manager provides his personal number to all tenants for emergencies, but it can be difficult to keep track of everything via text messages. Using the Dropbox helps us stay organized and ensures that nothing gets overlooked or forgotten.
  
  Lastly, we ensured you received a copy of your lease. Lease was personally delivered to door of unit #408.
  
  We appreciate your understanding and cooperation. Please feel free to reach out if you have any further concerns.
  
  Best regards,
  
  [****** *****]  
  [Property Manager]  
  *************]

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