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:04/06/2025

  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.

  BIG LIARS THE MANAGER ***** APPROVED MY LEAVE AT *************** AND NOW THEY HAVE REPORTED MY ACCOUNT TO COLLECTIONS I HAVE A WRITTEN LETTER ATTACHED WITH EXPLANATION AND PROOFS

  Business Response

  Date: 04/07/2025

  The agreement made at the time between Mr. **** and **** , *******, included that Mr. **** , *******  turn in keys by a certain date as well as make the required rent payment for those days. This was to avoid termination and or relet fees. Mr. **** , ******* failed to keep his end of the agreement. He had many excuses, but failed to make the payment or turn in keys as agreed upon. 

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

   

  Customer Answer

  Date: 04/08/2025

  Complaint: 23166753
  
  I am rejecting this response because: hurricane BERYYL HIT AND I COULD NOT GET OUT OFF THE HOUSE, TAKING IN CONSIDERATION THAT EVEN YOUR OFFICE WAS CLOSED. I WILL NOT PUT MYSELF IN RRISK BECAUSE OF YOUR DESIRE TO DO SO. 

  OFFICE WAS CLOSED, NO ONE ANSWERING, YOU DO HAVE PROOF I LEFT THE APARTMENT WAY BEFORE THE DEADLINE.

  
  Regards,
  
  ******* ****

• Initial Complaint

  Date:01/09/2025

  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 business did not gather enough information to give me the guarantee that they gave me. I was guaranteed that my mortgage issues would be resolved, no matter what this did not happen in any way shape or form we ended up having to file chapter 13 bankruptcy and wasted $5000 on this program that is praying on desperate people This business should be close down, so no others are taken advantage of.

  Business Response

  Date: 01/09/2025

  Sandalwood Management and the apartment communities we manage do not offer a service to assist individuals with debt recovery.

  I am not sure who this person is or what company they are referring to.  Please ask the complainant to verify. 

• Initial Complaint

  Date:11/22/2024

  Type:Billing 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.

  The company has added a fee to my account for liability insurance. I've had continuous coverage, since moving here about 7 years ago. I actually have $500,00 worth of coverage. Way more than the required $100,000. If they would of checked their records, they would have seen that. The company was switched from ***************** to Sandalwood Management. I have called Sandalwood Management, several times-no one picks up. I have left voicemails-no response back. The website would not let me send an email -it said to call. I've sent several emails (at this point 7), to the person that emailed me-no response. I've also called and emailed the manager where I am renting-no reply. I called the place that ****** (the person who sent the email), said to contact about my account, they had no idea what I was talking about. I told them about the email, that I was given their email and phone number with no account number attached. They said they couldn't help me. Another resident told me of the same experience, being charged for insurance, when they are covered. This appears to be a scam to get additional money from residents, who are already insured. There are many other issues with this management company as well. I was the charge taken off of my account, ASAP.

  Customer Answer

  Date: 12/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ****** *****

• Initial Complaint

  Date:07/17/2024

  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 apartment has been actively flooding since March 10th 2024 . Ive put in 10+ maintenance request . Its mold all over the apartment we cant shower or use the restroom without it flooding, whenever the upstairs occupants shower or flush the toilet my bathroom rains from the ceiling and floods my apartment. Ive sent videos pictures called over 10 times since March! Nobody has tried to come even look and see if the problem can be resolved. Its ruined a numerous amount of things in my apartment Ive had to throw furniture away clothes personal belongings due to flooding and mold . Im out of several thousands of dollars of stuff that had to be thrown away because of the water . Its been weeks where I havent been able to stay in my apartment due to it flooded and sewer smell. Even under new management Ive put 3 requests in and they still havent resolved the issue . Wont take anything off of rent due to me not being able to stay . Ive been sick for weeks due to mold! They still havent tried to resolve anything

  Business Response

  Date: 07/30/2024

  We received your initial maintenance request about this issue on June 27th and completed the necessary repairs to fix the leak on July 11th. However, the sheetrock repairs are still pending because we needed to allow time for it to dry. These repairs are scheduled for this week and will be fully completed by Monday at the latest. Unfortunately, we cannot speak for the actions of past management, as we took over the property on June 1st. However, once we became aware of the leak, we addressed it promptly. The onsite manager will be reaching out to you regarding the final repairs.

  Customer Answer

  Date: 07/30/2024

  Complaint: 21994078
  
  I am rejecting this response because: Ive been putting in maintenance requests since March , apartment has been flooding daily since March . Even after new management I put in multiple maintenance requests and it still took them over a month to come I had to call 3 days in a row for them to finally send someone out !! When they came they immediately made the people move from above me , which shows how bad the situation was and *** had to deal with it since March , mind you we only have 1 restroom! So multiple days at a time I had to leave my apartment due to flooding , smell & mold . So I decline the response because it should have been fixed months earlier when I was paying my rent . 
  
  Regards,
  
  *********************

  Business Response

  Date: 08/29/2024

  We have addressed all reported issues in your apartment, including conducting a thorough inspection. Our records and video evidence show no signs of mildew or mold. As a result, no compensation will be offered.
  
  However, we acknowledge your concerns and the frustration youve expressed regarding the delays in maintenance. We understand that you have been experiencing issues since March, including flooding and disruptions to your living situation. We regret any inconvenience caused during this period and the delays in addressing your requests. While we believe the situation is now resolved, we appreciate your feedback and will continue working to improve our response time to maintenance requests moving forward.

• Initial Complaint

  Date:07/15/2024

  Type:Billing 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.

  I lived at *************************** for 3 years. My lease ended on June 30, 2024, although I didn't leave the property until July 4th. The apartment manager, ******************************* has been retaliating against me since she replaced the previous manager. I received a "move out" invoice on July 10th via email for over $900.I admittedly owe for my over stay, a small whole in the bathroom wall, a tear in 2 mini blinds but she is charging me $500 to replace the carpet in 3 bedrooms claiming damage from my old dog that is house broken and is way passed bad habits of chewing. Furthermore, my dog occupied the back bedroom because my grandchildren occupied the first two bedrooms. Now, in the 3 years I have been there, I have had water leaks from the faulty HVAC unit where water would come from the unit adjacent to the bedroom and wet the bedroom carpeting. Most recently, during the month of February I reported water coming from the water heater closet. Maintenance came out and removed the door and found it was the water heater that was leaking. By the end of that week, it was no longer a leak, it was a gush and now, no hot water at all. I came to find out from the maintenance man that no one was in the office because everyone was at a conference in ********* and there was nothing he could do. It took her over 3 weeks to get it right. In the meantime, no hot water because we had to light the pilot, shower, do dishes, before it went out. This gush oh water backed up into my grandsons bedroom, saturating the carpeting along two walls to the middle of the room. And now she wants to charge me to replace the carpet in 3 bedrooms. Also, there is a little wall damage in my granddaughters room caused by removing a couple of decals that removed the paint, yet she's charging me $250 to paint the whole apartment. 3 of four holes she's charging were patched by the maintenance people over a year ago. I will be seeking legal counsel. ******************************* is vindictive and engages in retaliation.

• Initial Complaint

  Date:06/03/2024

  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.

  Our leasing manager at ************ apartments in ********, ** is not doing their job. Routine maintenance checks are not done unless solicited. Spraying for pests/bugs have not been done since ****************** has taken over. I have made numerous complaints for neighboring tenants smoking in the units and NOTHING has been done. It has also been brought to his attention of neighbors living in the unit that are not on the original lease.

  Business Response

  Date: 06/03/2024

  Good Afternoon,

  *************** thank you for taking my call today to discuss your concerns.   To start we will be a adjusting the pest control scheduling and process at *************  Additionally, we are planning an interior focus of your building but glad to hear that **** (our maintenance guy) assisted with reattaching the vent in your home.

  Additionally we will be meeting with your neighbors regrading smoking inside their apartments and you should see a community reminder as well..

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

   ************

  Customer Answer

  Date: 06/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***************************

  Customer Answer

  Date: 06/14/2024

  Complaint: 21787972
  
  I am rejecting this response because:

  The individual that is smoking Marijuana in their apartment has not stopped. No public announcement has been made such as a letter has been passed out from our apartment manager ************************* nor has he contacted me for further questions or information. It still reaks of Marijuana in our home every day. 
  
  
  Regards,
  
  ***************************

  Business Response

  Date: 06/17/2024

  Good Afternoon,

  *************** I am surprised to hear from you this morning as it is my understanding you, ***** (our manager) and your roommate ***** met in person on Wednesday June 12th 2024 (last Wednesday).  I confirmed with ***** that the meeting went well.  He even went on to mention that you had a concern about your stove and he ***** agreed to replace it.  Is that correct?  Did something change after that meeting?

  Regarding your statement about the desire for a written notice to be distributed property wide.  I understand your request but we chose a different route as we distributed notices to your specific building back in late April / May.  Also ***** has been in contact with multiple of your neighbors.  Unfortunately, we do not release information on those conversations just as we don't talk to other residents about the conversations we have with you. 

  Over the past two weeks have you noticed any improvement?

  Sterling  ************

   

• Initial Complaint

  Date:01/16/2024

  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 on January 14 town homes at ************ shut the water off due to freezing temperatures. The apartment gave out notices that this may happen. It is January 16 and the water is still shut off. They have been providing botttled water to residents. Today on January ************************************************ between 12:30-3:00 and after that it will be shut back off. It is 12:53 and the water is still off. We have been almost out of water to drain the toilet and water to drink or cook with. My kids and I have not bath since Sunday. The landlord doesnt want the risk of busted pipes because busted pipes happened on the property last year. One of my pipes already busted on December 30.

  Business Response

  Date: 01/19/2024

  Good afternoon- Due to the recent remperatures getting well below freezing for an extended perior of time, we decided it would be best to shut the water off to avoid casatatrophic water line bursts which would cause damage to the interior of the units. We have tried our best to minimize water service disruption. Over recent years we have taken multiple precautions to avoid frozen pipes such as adding additional insulation in the attic spaces, wrapping water lines, covering open vented areas to limit crosswinds, etc. We turned the water off on January 14th and turned it back on the afternoon of January 16th and we delivered 4 cases of bottled water to each resident. We will need to turn the water off again January 19th and return January 20th to turn it back on because the temperatures are expected to get down into the 20's for 10 or more hours at a time. We will continue to monitor the weather and will adjust this time if able.

  Regards,

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

• Initial Complaint

  Date:01/15/2024

  Type:Billing 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.

  I was told I would need to pay a sum close to $3000 to end my lease agreement. . I have been in this community since May of 2019 and the entire time I have resided in the home I have dealt with heavy mold that is causing my health to decline. I have to constantly douse the home in bleach every week, which is also a harmful chemical. I have replaced thousands of dollars in clothing and furniture due to being overtaken in mildew and mold stains. I also was not able to use the main bathroom for over a year living here due to sewage back-up in the tub. The piping is so terrible that actual sewage would come into the tub and could not be drained. It took the office over a year to address this issue. Meanwhile there was actual feces, hair, and many other contaminations that sat in that tub. And the final straw is being sick with bronchitis and my asthma condition worsening over the time of living in this apartment. The mold will not cease until these walls are torn down. I have also asked multiple times to possibly transfer to a 3 bedroom apartment because my 3 children have outgrown being in one bedroom together and have been told "nothing is available" multiple times. Your front office is no help and drops the ball every time something has needed to be handled. I have paid my rent on time every single month during my tenure and have never brought any issues to the community, even though the community is not safe, ie: my car being broken into regularly, the heavy police activity and endless gunshots most nights.

• Initial Complaint

  Date:09/18/2023

  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.

  I am writing to address a significant issue that has recently occurred at my residence, located at a Sandalwood property in *******, *****. On the last Friday of August 2023, a large tree branch from a tree in front of my residence fell and struck my car, causing substantial damage.This incident was immediately reported by myself and other concerned residents. However, I would like to highlight that I had previously expressed concerns about the condition of the tree much earlier in the year when another sizable portion of the tree had fallen. The maintenance personnel, specifically ******************, had also notified the property manager about the tree's deteriorating condition, emphasizing that it posed a safety hazard and required prompt removal. Regrettably, it appears these warnings went unheeded due to concerns about the associated cost.As a result of the incident, I was advised to file a claim with my car insurance company to cover the repair costs. However, I strongly believe that the negligence in addressing the tree's condition and the subsequent damage should not be a burden borne by me, potentially impacting my auto insurance rates. Numerous neighbors are aware of the circumstances surrounding this incident.I kindly request that the necessary repairs to my vehicle be promptly facilitated, without any negative repercussions from the property management or the management company. I wish to emphasize that this incident is not isolated, as I have reported issues regarding the property's cabinetry and other concerns multiple times. Furthermore, despite my impeccable payment history, my rent was increased by nearly 20% when I renewed my lease last year. This decision has placed an additional financial strain on my small, fixed income.I believe that these recurring incidents and the management's handling of the situation are indicative of an irresponsible and discourteous approach.

  Business Response

  Date: 10/18/2023

  Good Afternoon,

  The tree limb falling is an unfortunate event and we are sorry it occurred.  However, pictures of the limb show what management believes to be a healthy limb that fell without direct cause or direct action.   This was not a negligent act and we view the accident to be one linked to excessive heat from this most recent ***** summer.

  In closing, this is an "act of god" and not one that shows management was negligent.

  ***************************.

• Initial Complaint

  Date:08/10/2023

  Type:Billing 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.

  They didnt have a manager working in the leasing office. They went up on the rent twice in one month and then charged me late fees. I did not want to pay a balance that wasnt correct and I told them then they limited my payment options to impossible times I could not meet. They now have place an eviction on my door and refuse to talk to me. I will now have an eviction on my credit unless they get a mangager that can authorize amount changes. They keep adding late fees when it was their fault.

  Business Response

  Date: 08/16/2023

  We did have a manager change and our new manager has been employed for approximately 4 weeks. I am the regional manager and I was working in the office 3-4 days a week during the transition of managers as well as a leasing assistant who was in the office 5 days a week. The office is open Mon-Fri 8:30am-5:30pm and closed from 12:00pm-1:00pm for staff lunch break. Rents can be dropped off at the leasing office during those times or can be paid through our on-line resident portal. Rent was increased one time and became effective June 1, 2023 in conjunction with the notice we delivered to **************** residence on May 18, 2023. That notice is attached. It indicated that they had the option to renew for 12 months but if they did not sign a renewal their new rental rate would still take effect July 1, 2023. A copy of their ledger is attached as well which, indicates that a rent adjustment was made in July and August which made the rental rate charge total $1,573. Our rents are due on the first of every month and late after the 3rd of each month in which a one-time 10% late fee is assessed. The late fee will be assessed each month there is an outstanding balance.  ************ has since signed a new lease for the rate of $1,573 which became effective August 1, 2023 (see attached). In regard to the eviction notice, every resident who is delinquent on rent on the 4th of each month will receive a notice of intent to evict if the balance is not paid by the deadline indicated in the notice. The notice gives 30-days to clear any unpaid balances before an eviction is filed with the courts. Our policy on delinquent rent is that we will not accept any partial payments on an account that has fallen delinquent, all monies must be paid in full. No one has refused to speak with ************; however, he called the office several times, speaking profanities and in a tone that staff felt threatened by. Our staff tried patiently to assist him but ultimately found it very difficult to communicate with him. There are no changes to be made to the charges on **************** ledger.

  Customer Answer

  Date: 09/01/2023

  Complaint: 20450985
  
  I am rejecting this response because: I moved in August not July, thats the first lie. 
  When I called I was hung up on several times you can bring Im up the calls if you disagree. as you can see Ive placed screen shots of my portal proving them wrong. I dont have time for any more games I went into the office on 9/1/2023 and was sent away. The office is closed 9/2 9/3 9/4 this is what they do to get late fees out of people. I come in to pay they send me away its not up to me anymore. This business is shady and the are very unprofessional. 

  
  Regards,
  
  *******************