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:06/06/2025

  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.

  Summary of Problem:I am a tenant at **************************************************************, and have experienced severe and ongoing habitability issues since October 2024. My garage and bedroom suffered repeated flooding and water damage that was reported multiple times and ignored for over seven months. I withheld $1,200 in rent (JanMar 2025) under California Civil Code ****** while waiting for essential repairs that were only completed after the *************** Enforcement team intervened.Despite this, Fairgrove continues to send me 3-Day Pay or Quit notices for a disputed balance that was lawfully withheld due to their failure to maintain a habitable property. I have paid full rent since June 1, 2025, yet they continue to issue notices and have refused to acknowledge the prior agreement to a $400/month credit or to correct my tenant ledger. Their lack of communication, delayed response, and threatening conduct have caused unnecessary stress, and I am now worried about wrongful credit reporting.Desired Outcome:Correct tenant ledger to reflect a $0 balance Rescind all 3-Day Notices related to disputed rent Written confirmation that no negative information will be reported to credit bureaus Written apology for months of neglect and threats of eviction

  

  Business Response

  Date: 07/15/2025

  The complaint has been reviewed by management and the amount disputed has been credited to the resident's ledger and the resident officially accepted this offer on 7/13/2025. Fairgrove also offered to transfer a detached garage from a vacant unit to the resident in unit #3, however the offer was declined. Fairgrove disagrees that at any time there were any ******s of time where the unit was uninhabitable as defined by State of **********. We also acknowledge that the repairs necessary took longer than originally anticipated but were confirmed completed earlier this year.  The notices served (3-Day Pay or Quit) are the approved notices for the State of California that are sent anytime there is a rent balance due after the rent grace ****** has expired, and were served with intent to collect past due rent. As Fairgrove and the resident were able to come to an agreement, the balance due is now $0.00 as of 7/14/2025.

• Initial Complaint

  Date:04/11/2025

  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.

  Fairgrove management has unfair and unjust practices against their tenants. At the property I rent there is two dwellings, the main house and a 3 bedroom guest house that is rented separately- the guest house is where I live. From the start of our lease in February 2024, we noticed how certain things were being handled were very unorganized and lacking professionalism. But for the most part things were okay and we rarely needed to speak with anyone at the management company, most things were handled through their portal Appfolio. The things that were off was the billing, we would go months with out a charge for utilities and then on a random day of the the month they would post months worth of **** charges for the previous months- no email notification or app notification. We usually would see when we were getting ready to pay the rent as Past Due. But all these things we can put up with, our main issue started on 3/15/2025. Around 8am Saturday 3/15/2025 my husband and I woke up to our bedroom and bathroom flooded from the toilet water overflowing. We had reported to the management comppany only a day prior or weird noises and bubbling sounds in the pipping- we called the emergency line to let thwm know of the issue and they quickly got back in contact with me to let me know a plumber was two hours out and would reach out to me when they were at the ppropperty. While i waited, I cleaned up all the water and make sure everything was being propperly dried.. I waited and finally get a very hostile text from the management company saying "***** you guys have to stop using wipes. This was communicated to you last week. More wipes were found coming from our line and ou will be charged for it" i repeatedly asked to shown when this information was communicated to me, because I never received a call, a text, email or message on the app letting me know that flushable wipes I was using were causing the clogs. They charged me for plumber disregarding that I was not negligent

  

  Business Response

  Date: 05/13/2025

  We understand Ms. ********* frustration regarding the plumbing issue that occurred on March 15, 2025. Following her report, our team promptly dispatched a plumbing vendor to assess and resolve the problem. The plumber's report and photos confirmed that the backup was due to excessive use to flushable wipes originating from her unit. 

  As per the lease agreement, the use of flushable wiped is strongly discouraged and may result in resident liability if it leads to plumbing damage. While Ms. ******* mentioned she had not read the lease in full, the relevant clause is clearly stated in the signed agreement. This was reviewed during a follow up call with one of our managers, who also apologized for any prior miscommunication and lack of clarity around this matter. 

  Ms. ******* did acknowledge using flushable wipes and did not dispute the charge itself. We have responded to her concerns in good faith, reviewed the matter thoroughly, and consider the issue resolved. 

• Initial Complaint

  Date:04/05/2025

  Type:Order 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 property is conducting shady business practices. I recently applied for a rental unit, it was approved. Both parties came to an agreement before moving in, the property gave the unit away even though there was a fee paid and she and made arrangements with us already.

  

  Business Response

  Date: 04/09/2025

  The applicant, ****** applied for a rental unit and was in the process of securing third party rental assistance. While we were waiting for the required *** from his case worker, another market rate applicant qualified and submitted all required documentation to secure the unit.
  
  Per our leasing policy, we are unable to hold units for market rate applicants without a paid security deposit. These policies help ensure fairness and consistency for all applicants.
  
  We did offer to transfer Darrins approved application to a similar upcoming unit in the same building with the same floor plan. However, he declined and requested a refund of his application fee. That refund was promptly processed.
  
  We understand this was a frustrating experience and regret the confusion. Our team followed standard procedures and communicated updates to the applicant throughout the process. We remain committed to treating all applicants fairly, regardless of their funding source.

• Initial Complaint

  Date:07/11/2024

  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 lived at ************************************************************ for 2 years (6/1/2022 - 5/31/2024). When moving in, I paid the deposit of $1950. Upon moving out, I was initially refunded $1293.67, and when I complained to Fairgrove company about cleaning and painting fee, I was refunded another $50, so $1343.67 in total. However, I do not agree with those charges especially the cleaning one. In the disposition letter I received from Fairgrove, they list $283.33 for paint touch up walls as part of my charges, but the invoice attached was for $950 for painting of the whole apartment. There is no breakdown of costs that show that I should be responsible for $283.33. Secondly, I have been charged $300 for regular cleaning which I believe I shouldnt have because I left the apartment spotless. I did pre-inspection with property manager 2 weeks prior and all items listed on the invoice such as fridge, microwave, blinds, floors, fans, etc. were left clean and in the same condition when I had moved in 2 years ago. The invoice that was provided does not even say that the cleaning was for my apartment. It was issued for ***************, so this cleaning could have been done in any other apartment, not mine. When I complained to Fairgrove about the cleaning fee, I was told it was only a light cleaning for $250 and was refunded extra $50. When I asked for a copy of the receipt for this cleaning, I never got a response and never saw an invoice for $250. The property manager only resent me the old invoice for $300 which does not list my unit. I took care of the apartment when I lived there and I left it in the same condition as I had moved in. Any charges should be documented correctly and I have the right to see all the invoices. Nobody can say that the light cleaning costs $250 (it sounds too expensive), charge me $300, then change to $250 but without showing any proof. I believe those fees should be refunded to me, especially the cleaning one.

  

  Business Response

  Date: 07/18/2024

  Hello *******,

  We sincerely apologize for any inconvenience you experienced during your move-out process. We strive to ensure our procedures are fair and transparent, and we regret that you felt otherwise in this instance. We have reviewed your concerns and, after carful consideration, we will be refunding the remainder of your deposit in full, totaling $606.33. This refund is addresses the painting and cleaning charges you disputed.

  If you have any further questions or require additional assistance, please feel free to contact us directly at **************.

  We wish you all the best in your future endeavors. 

  Customer Answer

  Date: 07/18/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************
  
   
  

• Initial Complaint

  Date:04/11/2024

  Type:Sales and Advertising 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.

  My fianc and I had an ongoing issue with mold in our apartment for about 1 year which was not adequately addressed by Fairgrove Property Management. I was promised by ******************************* that I would receive my full security deposit of $2,000 upon move out as an apology for the mold.Despite being promised our full deposit back upon move out, we still requested in writing a pre-move out walk through which the property manager/landlord is legally obligated to provide under California Civil Code 1950.5(f). We were never provided with this inspection, therefore we were not given the opportunity to address any issues that would prevent us from receiving our deposit refund.We were charged for carpet damage (which would be justified had we not already been promised our refund), for baseboard damage caused by a previous tenant, and a cleaning fee. We were not provided with a move in inventory to document pre-existing issues. It is not justified to charge my finance and I for this when we were not given the opportunity to formally document the state of the apartment upon our move in nor were we given the opportunity to do a final walkthrough with our property manager. I request a full refund of my security deposit as promised.

  

  Business Response

  Date: 04/11/2024

  Management spoke with ****** and reached an agreement both parties agree. 

  Customer Answer

  Date: 04/11/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  Date:01/26/2024

  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.

  To Whom It May ************* and ***** utilities were implemented added, during the parademic. It is Not on my initial lease. I was served with a 90 Day Termination notice. A lease violation. I am trying to resolve this issue through payments with no success. I assume this is in retaliation to a previous complaint filed. See complaint # ******** filed with this Company.Consumer.

  

  Business Response

  Date: 02/02/2024

  The consumer signed a lease renewal in August 2022 with new terms that states resident will be responsible to pay utilities as of October 2022. We have records of the onsite manager *** trying to make contact with **** to agree on a payment plan but there was no response on his end. He was served a 90 day notice of termination due violation of lease agreement for non- payment of utilities. 

  Customer Answer

  Date: 02/02/2024

  To Whom It May ***************************** was not approved a utility subsidiy until 6/23.  So they are not willing to work with me?  See attached 

  

  Business Response

  Date: 02/06/2024

  We have tried numerous times to communicate with the consumer to offer a payment plan and he did not corporate. The Regional Supervisor ******************************* made an attempt to contact **** and received no response. Management has exhausted all their efforts to work with **** and can no longer offer another option. 

  Customer Answer

  Date: 02/07/2024

  To Whom It May ********************************** received a call last night on February 6, 2024, from *******************************, we spoke in depth. *******************************, said she will contact me by weeks end, this Friday.

  Is it to verbally tell me, no?

  Consumer

• Initial Complaint

  Date:12/20/2023

  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 submitted a maintenance request for a repair on our washing machine on November 13th, 2023. A technician employed by Fairgrove PPM was unable to repair our washing machine. I inquired about the possibility of doing our laundry in another unit or being reimbursed for a portion of our rent or laundromat costs. Our landlord never responded to that inquiry. I submitted another maintenance request on December 2nd, 2023. A vendor came and estimated the repair would be finished within a week. As of today, December 20th, 2023, nobody has come to repair and we have not had a working washing machine in over a month. I reached out to my landlord via text on December 17th, 2023 and asked for an update and if she knew when the repair would be complete. As of today she still has not responded. I reached out directly to the vendor, Serve-U ********** and asked for an update. They informed me that they sent an estimate to *****************, our property manager, and have not heard back, therefore they cannot proceed with the repair. I emailed Fairgrove PPM with this information and again, have not heard back. We pay ~$2,600 on the 1st of each month for rent and utilities and are not receiving support from our property manager, maintenance, or repairs, all of which are guaranteed in our lease as part of our rent. We would simply like our washing machine to be repaired.

  

  Business Response

  Date: 12/28/2023

  Hi ****, Thank you for brining this matter to our attention. We apologize for any inconvenience you have experience. We are in communication with vendors to resolve this issue as quickly as possible. If you have any further questions or concerns, please do not hesitate to contact us. 

  Customer Answer

  Date: 01/04/2024

  Good Morning, I was asked to reach out to BBB and provide an update about whether or not the property management company has been in contact with me to repair our washing machine which has been out of operation for almost three months at this point. They still have not contacted me. Thank you so much for assisting in this. Kindly, ***********************

  

  Business Response

  Date: 01/10/2024

  We are in constant communication with the consumer and keeping her up to date on the repair. Our vendor is currently repairing the washing machine and provided an alternative option for her to use in the meantime. 

• Initial Complaint

  Date:12/09/2023

  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.

  An Apartment complex next to my home has escalating noise from residents and gas dryers. The sound is so loud it goes through windows and headphones. in 2022 they were contacted by ********** code enforcement about the dryer issue but it's still going on. Now the noise starts at 5 pm and goes for hours. I have to make multiple calls to the police. The stress of the noise which never ends is compromising my health. I have audio recordings of the noise. This was not a problem before Sullivan took over. Their yelp reviews are horrible from their tenants. I need them to stop the noise from the residents, fix the dryer and get an onsite manager who can monitor this. I have no supporting documents at this time however I am getting my reports from the CM *****************

  

  Business Response

  Date: 12/18/2023

  Hi *****, I first want to apologize for the noise disturbance you have been experiencing. Management has started to investigate and working on a plan to eliminate the issues. We'll provide any update as the issue are resolved. 

  Customer Answer

  Date: 01/09/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  Date:06/05/2023

  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.

  property management didnt inform any residents it was being changed. we received rent reminder emails on 6/1 and by today (6/5) they are no longer managing our property. they are refusing to give any information on who the new property management is. ***** answered the phone and was extremely rude and the companies official stance is they have no information about anything regarding our property, i asked to speak to a supervisor or be transferred to someone who can help me find more information and he refused. sullivan/fairgrove management has been neglectful of maintaining our building and has given zero communication with residents on who is currently managing our building specifically.

  

  Business Response

  Date: 11/06/2023

  Ownership changed management company and did not provide Fairgrove with new management information in a timely matter. 

   

• Initial Complaint

  Date:04/18/2023

  Type:Delivery 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.

  Improper delivered Change of Terms Notice. Improper delivery of Three Day Notices.Attempt to Remove parking on a signed lease.Harassment and Retaliation by the Property Manager, **********************The Retaliation started on October 2022, I reached out to her Supervisor, I, was advised by *******************, Supervisor, ******************************* to deal with only ******************* and Not her or Sullivan Property Management.I request resolution as soon as possible.Tenant.

  

  Business Response

  Date: 11/06/2023

  Management refunded all money that was charged inaccurately to resident.

  Customer Answer

  Date: 11/06/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************