Complaints

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:08/20/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 just leased this place in the last two months and it's been a terrible experience every step of the way. They were unwelcoming/demanding through the process of completing all of the paperwork necessary to lease and I should have been stopped dead in my tracks by all of the red flags. After we leased we had a month before our move and they were constantly emailing/texting us to get things scheduled when they knew that we were NOT on-site yet and hadn't taken possession of the property. Now that we've started moving in (and this is a brand new build!) we've submitted some maintenance requests and it's taken nearly two dozen emails/text messages to get really basic things addressed. We contacted them seeking to discuss via phone and they straight up said they don't think a phone call is merited. We want to terminate our lease because we have no confidence that things will ever be any different with SleepSound.

• Initial Complaint

  Date:02/06/2023

  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.

  This company took over managing the layer park apartment complex in December and sent out text to the tenants with a link that did not work to pay rent nor have they returned any phone calls to come up with a solution how to pay rent.

  Business Response

  Date: 02/24/2023

  This individual is not a tenant of ours. We cannot comment on their complaint. 

• Initial Complaint

  Date:12/07/2022

  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 submitted a complaint that the heat was out in the building on 11/29/22 as it had been over 24 hours since any heat was on. They let us know they had to order a part. I asked for compensation or a hotel room as temperature outside was in the low 30s. They offered just to bring a space heater but I had one already and adding another one would overload the power in my unit. It has been over a week with no heat and the property management refuses to call me back or respond directly back to me via email.

  Business Response

  Date: 12/12/2022

  This issue has since been resolved, but was addressed as soon as it was possible to do so due to a part needing to be ordered. The tenant requested a hotel OR a space heater and when a space heater was brought he refused it stating he had found another and to give it to another tenant. We have documented all communications with this resident including their conduct. A rent concession email has also been sent to all residents in the building. We consider this matter closed. 

• Initial Complaint

  Date:10/06/2022

  Type:Sales and Advertising 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 past September, Sleep Sound Property Management took over the leases that had been transferred by Real Property Management. On September 26, 2022, Sleep Sound Property Management sent a notice to all tenants that they owed another security deposit in addition to their monthly rent. I contested my notice and informed them that they would need to pursue the security deposit from the Real Property Management accounts. They responded directly to my email, and stated that the discrepancy would remain on the account and be demanded on the online portal until they received the funds from Real Property Management, but they did not send out an email to all the tenants informing them that they should not pay the additional security deposit demand after sending out the September 26th notice; although I received one after contesting it.Additionally, they have started enforcing new fees for electronic check payments outside of the negotiated lease contracts without providing notice. After confronting them again on the unenforceability of adding new fees without renegotiating the lease contracts for modification, they informed me that they would continue to enforce the fees onto the tenants. This is in violation of ORS ******, and does not met the exception for ORS ******(7) as they do not offer credit card payments for rent. After contacting them again protesting the increase in fees without proper notice as per the statute and the lease agreement, they had a broker contact me acting in the capacity of a legal representative without a law license, cancelling my online payment account without my permission and requiring only mail in rent in retaliation of my fee protest, on the basis that they aren't required to provide it despite agreement with previous company and performance for the past 6 months in accordance with the advertisement, negotiations, and the contract on the basis of a parol evidence clause.

  Business Response

  Date: 10/07/2022

  ******************** is upset because there is a service fee to pay rent online. The rental agreement does not require the landlord to offer online payment as a option nor does the law require this. This is an extra service that can be requested by the tenant. Sleep Sound has sole decision making authority on who has access to this system. Since ******************** is unwilling to pay the fee assessed by the third party system Sleep Sound have disabled the option to pay online. We have informed him that upon request we will happily reactivate the online payment option. 

   

  Customer Answer

  Date: 10/07/2022

   
  Complaint: 18162039
  
  I am rejecting this response because:

  The law requires that they follow their contractual obligations.  During the negotiations with the previous management company to contract a lease agreement, these were amenities advertisement, a part of negotiations, and agreed upon and the fees defined in the lease agreement do not include landlords service fees.  Furthermore, the lack of a provision in the lease agreement is irrelevant where this was an agreed upon service and course of performance on the lease agreement prior to the new management company assignment shows that both parties intended and performed for months without additional fees.  Sleep Sound is unilaterally modifying the contract without new consideration, making their demands not only unenforceable, but further showing their clear intent to breach the conditions of the contract on the basis their assertion that the statute doesn't require them while also not following the statute.  It disturbing that they are seeking the services of real estate brokers to contact their tenants and tell them incorrectly how they are not required to follow their contractual obligations or state law.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 10/26/2022

  Hello,

   

  We do not agree with the residents claims that we are obligated to provide online payment services. This is not required per the lease or by law. The solution is simple. The resident may pay by check or certified funds. If they wish to pay online they can request this service and we will activate it for them. The 3rd party does have a processing fee which the tenant is responsible for paying. 

  
  We do not intend to engage in this discussion further as the options are clear. 

   

  Sleep Sound Property Management, Inc. 

  Customer Answer

  Date: 10/26/2022

   
  Complaint: 18162039
  
  I am rejecting this response because:

  My complaint is again that their real estate broker is giving legal advice--outside the scope of their license.  This is simple contract law.  I provided them written proof that my contract with the previous management company provided this service and at no cost to the tenants, advertised as a service for the unit, discussed during the negotiation process and honored after signing.  Proof that this was a part of the contract is by performance of both parties for consistently for months after the contract was agreed upon.  Their real estate broker, again incorrectly advising their client on legal matters, is trying to rely on a merger clause in the lease but misunderstands contract law, there is a contract to provide this service that was negotiated and agreed upon as a term of the lease, and again evidenced by performance by both parties and relied upon for months, which the management company is hoping to breach for no reason other than it does not honor conditions of contracts that it deems it's not responsible for.  Unauthorized practice of law in the state of Oregon is a criminal offense, and this company is trying to use the influence of their license to bully tenants.  Additionally, they cancelled the online payments account to force modification of the contract without consideration, which is bad faith practices.  What the reader should understand is that this company will breach contracts for paltry sums when it believes it to be convenient for themselves; and it increased fees in violation of tenant law in ******, without notice, on the basis that it doesn't want to honor their obligations, subject to penalty fees by statute.  It is alarming and I can't imagine what other liabilities they are opening themselves to.
  

  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:09/22/2022

  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.

  applied and then immediately contacted them by phone and email. Again, no one ever answered or returned my call but two hours late **** from Sleep Sound asked me to click a prescreening link to schedule a tour. I explained I had already done that and was unable to schedule a tour and he insisted there were now times available.He emphasized, as was on this site, that the application is not considered complete until a tour of the property occurs.I clicked a link and answered some of the same prescreening questions that I had been presented before but this was clearly different software, at the end we scheduled the first tour available first thing the next day (Saturday). We received confirmation of this tour by text at 7pm and proceeded to have dinner and go to bed.We got up and arrived at our scheduled tour time and no one was there. We waited 10 minutes and called (no answer again) and left a voicemail. I picked up my phone to email **** and saw that we had received an automated text message just past 9pm (while we were asleep) that canceled the tour. Two days went by without any response. I emailed **** again to find out what was happening, and he informed me that he had scheduled five other people to tour the property. I asked how and why I was now suddenly considered the 6th applicant. He confirmed that the application order consideration is based on the scheduled tour.By canceling our tour he had DELIBERATELY AND PURPOSELY *artificially* changed the order in which our application was considered. He cherry picked which applicant he wanted to go first and this is where I believe FAIR was violated. I asked for records about how this process was conducted such that we were considered suddenly the 6th applicant and got no reply.

  Business Response

  Date: 10/03/2022

  Hi ******,

   We reviewed your complaint with our Leasing Manager, *******************. It seems there may be misunderstanding of the process which has led to the confusion.  Below is our response.

   On September 16, 2022 you applied for the property, but had not viewed the property yet (Which means you had not met both criteria and consequently not secured a place in line yet). Your tour was scheduled the next day 9/17/22  with ******** (a company we work with to show homes). Unfortunately, by this time we had a handful of applicants that had viewed the property and applied. Since these other parties  had already met both criteria they had secured a place in line ahead of you. In addition to these applicants we also had applicants who also had made an appointment to tour the property just as you had. In order to be fair to the applicants we set a maximum tour limit of 8 tours. Because of this limit, when the 8th tour was completed, ******** automatically sent cancellations for all remaining tours. This is to ensure we are not wasting peoples time by showing them a property that already has plenty of applicants. 

   Note: Our email that contains the tour link does contain a disclaimer which states "It's important to note that we have a limited number of tours available. Once we have reached that limit, all tours will be paused and future tours will be cancelled. I encourage you to view the property at your earliest convenience. "

   In regards to our response time, the email you sent was on Saturday. We are closed on Saturday and replied Monday when we returned. We were not intentionally delaying our response.

   I can guarantee you that we do not give people preferential treatment. We strictly adhere to the FAIR ordinance and follow the same process for everyone. Our team has nothing to gain by circumventing this process. 

  
  I hope our response makes sense and addresses your concerns.

   

  Thank you for your time.

   

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

  Customer Answer

  Date: 10/03/2022

   
  Complaint: 18079920
  
  I am rejecting this response because:

  There was no way to schedule a tour before applying. I tried multiple times in different methods. 

  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/01/2022

  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.

  On 10 May 2022, I opened a maintenance request for flickering and dim lights throughout the condo I just moved into. I was told that this was a building electrical issue and I should contact the **** I believed it was an issue with the ballasts, since the lights are fluorescent bulbs and work differently from traditional incandescent ones. A maintenance person came out to assess the issue and said that replacing the bulbs was all he could do, so he went to ********** and ****** to purchase bulbs, then replaced them. They were slightly brighter, but the flickering issues continued, so in the feedback form for the maintenance request, I stated:"**** replaced the bulbs but sadly the lights are still very dim. It appears the fixtures or ballasts need to be replaced, which is up to the condo owner.I never heard back about this, but got an email from *************************** on 28 July 2022 asking for me to pay $462.62 for the repairs made. It included an itemized bill, which was calculated incorrectly the actual total was $259.12. It also included a screenshot of part of the lease agreement, stating:"Resident is responsible for replacing lightbulbs and batteries which need replacement during tenancy."However, I was not told before the repair took place, nor during it, nor soon after that I would be charged for the repair. I believe Sleep Sound is, in bad faith, requesting that I pay for this because the owner refused to. This is a fault of theirs for communicating poorly with me and with the owner, and for failing to manage expectations. I was never presented with an estimate or contract for the work done, and the lease itself does not say that I must pay for repairs or maintenance, simply that I am responsible for replacing lightbulbs which is irrelevant when the issue is due to the ballasts. I have since replaced the bulbs with LEDs that bypass the ballasts, and they are brighter and don't have flickering issues.

  Business Response

  Date: 08/25/2022

  **************** submitted a request that his light bulbs be replaced because they were not bright enough even though he had knowledge that replacement of light bulbs is a resident responsibility. Since this is outlined in the lease we assumed he was unable or unwilling to do this. We sent our maintenance tech out to replace the bulbs as requested which is a resident expense. **************** subsequently reported that the bulbs did not help and that the real issue is related to bad ballasts. Our maintenance tech did not believe this was the issue. In order to assess this we would need an electrician to go out. We informed the resident that if an electrician is dispatched and the ballasts were found to be working he would be responsible for the service call. To date **************** has not accepted this offer. As a result, he is responsible for the cost of replacing the light bulbs. We did tell **************** that if he returns the bulbs to us and we are able to return them to the store, we will reduce the bill by the material cost. 

  Customer Answer

  Date: 08/25/2022

   
  Complaint: 17653079
  
  I am rejecting this response because: This response is completely incorrect. I was never offered an electrician visit to evaluate the ballasts. Also, the visit should not incur any cost to me as a tenant. I was also never told that returning the bulbs would lower the cost of what I owe. I refused to pay anything because it's an unreasonable request.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/31/2022

  **************** has continued to avoid accountability for a work order he submitted even though the lease stated very clearly he is responsible for changing light bulbs. **************** has also tried to use every medium possible to pressure us into removing the charges. The facts are clear. **************** requested the work. He is responsible for paying for it. 

  Customer Answer

  Date: 09/06/2022

   
  Complaint: 17653079
  
  I am rejecting this response because: All of my arguments have been continually disregarded. This discussion is ended until a reasonable representative from the business wishes to consider that perhaps the business is at fault, rather than spending an seemingly endless amount of resources fighting me for $250.
  
  Sincerely,
  
  ***********************