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:11/26/2024

  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.

  I have had a known water intrusion since January of 2024. The water comes in from outside and seeps through our base boards in our living room. I have submitted countless work orders to the complex through out 2024, and no one has fixed it. They knocked out the wall before, and put sand bags outside our unit along the wall to keep the water from coming in. It didn't work. We'll the fist snow of November came this year and I have water in my unit again every since morning as long as there is snow in the ground. Now the water is coming is from both my living room and kitchen. I filed multiple work orders again this month of November and finally I was able to speak with a ******* ****** (senior regional property manager). He assured we would fix it and he would help me. A contractor came out to look at the damage and we were offered to move units because it turns out to be a foundation issue. Saturday November 23rd 2024 I had took of work to meet with the office to choose a new unit and sign paper work so we could move per *******. That ***** happen we we only shown units that were not ready and they even sent me with my 2 and 3 year old toddler to look at a unit that was covered in fececes! We never got to sign paper work. Monday November 24th 2024, I call ******* to mention how saturday went he apologize and said he would make sure the team sent me units that we could move into today, that never happen instead I am now left with only option of staying in my unit while they do 4+ more weeks worth of foundation work in my kitchen and living room during the holidays with my children in the home, or we can upgrade our unit and pay 100 difference( the gave us options that were our same layout, but rented them all out this weekened knowing we had to move and were looking at options) on a unit they won't even consider price matching. Again. It's only 100 difference. Or our last option we were given was to break our lease... again I have tried to get this fixed since Jan '24

• Initial Complaint

  Date:08/03/2023

  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.

  The swimming pool is an absolute nightmare for for the residents, and has been with every staff change the apartment complex has gone through. I have attempted calling the property management company several times with no call backs. The property refuses to spend the money to secure gates to makes sure only residents get in. They issued bands and in the 1.5 yrs I have had a band, I have never been asked to show my name nor do I see other residents with their bands. I never see staff coming around checking for bands. The doors are always unlocked where anyone can walk in and the *** system has never worked nor do they work to install a new system to improve the security of the pool. Glass is also an issue. People will bring glass. I found broken glass, told them who brings it, the days they come, and those people continue coming to the pool and bringing glass. All I want is a responsible staff who understands their negligence.

• Initial Complaint

  Date:11/19/2022

  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.

  My family and I moved into a 2 bed 2 bath at Sonoma resorts at Saddle Rock and have had nothing but a terrible experience. They moved us into an apartment that was extremely dirty. Foot prints everywhere, black countertops, black bathtubs, and black buildup in the washer. We also didnt have a working microwave for the first week and a half. All ********* were leaking underneath as was the shower faucets and took multiple different times for them to finally fix it correctly. We also found growth in the garage as well as a cabinet in the kitchen that we believed to be mold. They came and just painted over it in the garage. Being upset I reached out to the leasing office in which a leasing agent ***** responded and said my email would be forwarded to ******** the manager. ***** responded back to me one more time and then afterwards I didnt hear anything back from them. So I reached out to Corporate. As soon as I sent a very detailed message to corporate, ******** offered for us to either transfer to a different unit or she could give us a $250 concession. I was 8 months pregnant at the time and was NOT going to be able to move again because of a mistake on their end. So we had no choice but to settle for the $250 concession. However problems just kept surfacing. We moved out October 29th. We lived there for 6 months and had to put in 15 different work orders. During our time there, they had to completely replace our oven, microwave, washer, kitchen faucet, and our shower faucets as well. I also discovered a red bug infestation in our bathroom. Every single morning I would have to look on my counter to make sure there were no bugs before I could put anything down, thats how often I would find bugs crawling all over my counter. We also saw 2 mice in the last month of us being there as well as the holes in the garage from where they come from. I reached out to corporate again and they are trying to charge us for all these things that I dont feel we need to pay.

  Business Response

  Date: 12/08/2022

  Hello, 

  We have spoken with ******* on numerous occasions regarding the problems they had with their apartment. We have had maintenance in the apartment to complete all of the requested service requests. ******* notified us that they would be breaking their lease and vacating early and we let them know per the lease agreement we require a 60 day notice and a lease break fee since they would be moving out prior to the lease expiring. If email receipts are needed please let me know and I can forward over correspondence with all of this information documented. 

  Thank you.