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:07/07/2024

  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.

  My mother lives at Greenbriar apartments and has had issues with her ac unit since last year. It leaks water, doesn't cool properly, and the building material is wet and showing signs of mold. She has a doctors letter stating she can't be in heat due to open heart surgery which was provided to the office. The ac still hasn't been fixed and it has been 110 with a heat index. The office staff doesn't care and have done nothing but send maintenance which is incapable of fixing the unit since this is an ongoing issue. At this point it needs to be replaced. The company who owns the property had no contact information.

  Business Response

  Date: 07/22/2024

  My name is ******** *****, and I am the Director of Resident Relations for Momentum Communities.  After speaking to the onsite team and receiving the details with the resident of concerns here are as follows.

  This resident just came in the office and team member from management walked her apartment along with the resident to inspect the complaints were about a leak from upstairs, none of which were of her A/C.  The Community Manager had walked her unit the week before. The sheetrock replaced in the HVAC closet and addressed the leak upstairs. She stated from the previous week that she was afraid to turn her unit on due to the leak, which she was informed had been resolved already. If she doesn’t have air flowing, it’s her choice to not turn on the a/c altogether.
  Per Turn source, third party preferred vendor contracting for HVAC repairs in the Community.  Her unit is 2014 is fand has been repaired.  The Condenser fan was replaced.  

  The items of concerns were addressed within ample time and taken as a priority once the items were brought to the onsite management team attention.

  Should there be any questions or concerns, please feel free to contact me at ******@*******************.com.  

  Sincerely,

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

  Director of Resident Relations

   

  Customer Answer

  Date: 07/22/2024

   
  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.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:05/07/2024

  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 am a resident of Toscana apartments. I live in Unit 51. Since the first day I moved in I have had issue after issue which has been brought to maintenance and management attention several times and the issues are still not fixed. The unit has failed housing inspection 3x. Once 2/28/24, once 3/28/24 and the last time was 4/25/24. They have had ample enough time to fix these issues. One of the biggest issues is the electricity is constantly flickering in and out sometimes me and my children dont have power for days at no fault of my own. I have notified maintenance several times and the issue is still ongoing. Duke power came out and the issue was still not resolved as Duke Power stated it was an issue with the wiring inside of the unit. I have lost a lot of money having to get hotel rooms due to my unit not having adequate power, me and my kids are not able to bathe or live a normal life. ***** *** **** ** *** ***** ***** *** ****** *** ********* ***** *** ***** ******** **** ***** ***** *** ** ***** *** ****** ***** ***** *** ** *** ****** *** ** ******* *** ********** *** *** ***** ***** *** **** ******** **** ******** ******** *** ************ ****** ** *** ****** *** ****** **** ***** ****** *** ****** ***** *** **** ** ******* *** ** *** *********** *** ***** ****** *** ***** ***** ******* ******** ** ** ***** * ******** ******** ********** **** ****** **** **** ******** ************ **** ******* ** **** **** ** *** ****** **** *** ******** *** **** ***** ** ** ********* *** * ***** **** ** * ******** * **** * ********* ****** ******* ***** *** ******** ** ******* ******* ** ** ****** ** ****** *** **** ** *** ****** **** *** ****** ******* *** ******** ********** ** ********* *** ** ** **** *** ******* ** *** ****** ****** *** **** ** * ** *********** *** *** ******* ********** **** **** * ******* **** **** ** ****** ** ****** ** *** ****** * **** ** *** **** **** * **** ******* **** ***** *** ** ****** **** **** ***** * **** ***** *** ******** ** ***********

• Initial Complaint

  Date:04/19/2024

  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'm currently a resident at Greenbrier apartements in Columbia, SC. On 4/12/24 I contacted the leasing office to let them know my AC unit was not working. They sent ***** ******* to come an fix the unit the same day. His notes stated that he put in a new contact on the AC. When I returned home the AC still was not working the reading was 78, however they had the temperture set at 68 degrees. I was not able to stay home during the time from 4/12-4/17, I continued to call the office during that time period and was able to get an answer. On 4/18 they came in and per the notes from Freddy K, he reconnected the thermostat wire. 4/19 my air is still not working and Toby B, came in and left a message stating, found that the breaker was tripped, so he reset it and operating properly after monitoring the unit for 20 min. When I came home from work the AC is still not working and the temperature in the house is 81 degrees* ***** ******* **** *** ****** * obvisiouly are not HVAC certified and are not concerned about your residents. Please get someone out right away, before the summer heat kicks in.

• Initial Complaint

  Date:04/05/2024

  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.

  Hello, so this may concern To atrial Three months ago and when we moved to atrium, we had a discrepancy right off that about the 50% off for the monthly rent that we were supposed to receive and we ended up paying 1735 because ******* decided that she would use our income from Florida, which we never used because we had moved to South Carolina. We had come from a place that was really rough and rugged and we explained to them everything that was going on was very helpful to try and get us to help. ******* was on a different page than ****, we went and sat down and when we sat down and ******* decided to say I can give you guys your money back right now so you guys can go and find somewhere else or you can ask and choose to stay, but you have to pay the 1735. We decided to stay and pay the 1735 however, South Carolina we could not use our Barber and cosmetology license, which we also made them aware of that and that we would be moving. ******* Ask my husband not to turn in our paperwork because he needed to consider the option of working for atrium as an employee of Sunbelt my husband knew that I was pregnant as well for us to live to be able to afford so he declined and turn the paperwork in all of our paperwork the property when we first moved in which I do have video and I have written paperwork that explains the conditions of the apartment when we moved in maintenance also came by and saw the issues we were having after that we ended up letting them know that the doors were kicked in. It looked like the door knob was tempered with the blinds were messed up in the living room, as well as carpet stains on the floors, and the tub was peeling as well as under the sink. There was some leaking that had been done in the kitchen , have proof of all of this attention. She stated that it would be taken care of and said that she would document what we said now coming to us getting ready to leave. Our trailer was stolen and we had to make a police report

  Customer Answer

  Date: 06/03/2024

  Thank you for trying to help no no one has reached out to resolve the matter it is still ongoing they just continue to post the price that’s all

• Initial Complaint

  Date:11/09/2023

  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.

  I am a resident at Greenbrier in Columbia, SC. I am making this complaint because I am having no help from the manager on site or the management company, and am very frustrated. My expected move in date was 09/05/23. I was told to pay my deposit and pick up my keys at 4 PM. Before arrival I was told that I HAD to sign my lease before I paid my deposit. Upon arrival, the consultant let me know that they were “still cleaning “. First red flag. After getting my keys at 4:38, I walked into an uncompleted apartment. I was not given a walkthrough prior to this. The apartment was clean but was obviously not checked after the last tenant moved out. My main concerns were the bugs, MOLD in the storage room that ran into the bedroom, and multiple holes in the wall. I reported this immediately, verbally, by email, & written on the inspection form. A whole week goes by and I hear nothing. Ive been calling with no answer at this point. I finally get an answer on 09/14/23 just for them to say that they havent been able to get into my apartment because they dont have the right keys. I gave them permission to change the locks and received my new keys. No one still had ever been in my apartment. They promised that everything would be a quick fix and would definitely be done by that next Friday. All of the major things were completed- being mold cut out and treated (sheetrock still had not been replaced), counter replaced due to burn marks, and biggest hole patched up. This was completed by 09/22/23 which was when I was able to safely move into my apartment. The manager Brandy Almeida is refusing to reimburse me for the time I did not stay in the apartment claiming that it was a “choice”. Living in Mold and Bugs is not a choice. I paid $1376 to move in and was only able to stay 5 days of the month of September and am being charged full rent for October. It is now November, I have yet to be contacted by management or reimbursed from the property. If I could end my lease, I would.

  Business Response

  Date: 11/21/2023

  My name is ******** *****, and I am the Resident Relations Manager for Sunbelt Multifamily Properties, Greenbrier Apartments.  I declare under penalty of perjury that the foregoing is true and correct.  

  After receiving notification of the maintenance items, the onsite maintenance team attempted to enter the apartment and unfortunately was having troubles with the key that was stored for this apartment.  The onsite management team notified the resident with this information and as soon as she brought the key, the Community Manager sent the maintenance team right out and completed the work orders.   The photos were taken prior to repairs being made and have all been completed.  At this same time the resident spoke with the Community Manager in her office and informed her that she had not stayed in the apartment for five (5) days.

  She later emailed the Community Manager that the breezeway light and the sheetrock repairs.  Maintenance repaired the breezeway light immediately and the sheetrock repairs were scheduled with preferred vendor and this information was relayed to the resident as well.  She then requested a refund for the days she chose not to stay in the apartment, which the Community Manager did inform her that per her lease agreement, management will not be able refund pro-rated rent and under the Landlord Tenant Act, "As landlords, we are well within our rights per the landlord tenant act. We acted immediately and provided a solution within a 14-day period."

  During this period the resident was late on their rent, and as a courtesy the Community Manager waived her current late fee of $150.00. 

  Management has followed the process to handle this situation in ample time and not only has update the resident with clear communication of the process but handled things accordingly.  Should you need any documentation, please let me know and I will be more than happy to assist.

  Thank you and have a wonderful day.

  Sincerely,

   

   

   

  Customer Answer

  Date: 12/01/2023

  
  Complaint: ********
  
  I am rejecting this response because:

   

  After receiving the details and discussed with corporate team.  The details that were provided,

   

  After receiving notification that there were signs of mold, the onsite team had troubles with entering the apartment to inspect due to the key not working.  After several attempts there were not able to enter and requested for you to provide a key so they will be able to access.  At the same time, you determined that you did not want to live there anymore and did not communicate that to the onsite team.  The Community Manager did waive the late fees for October and communicated this to you.  According to *** the details are provided of requirements on the lease break fee.   

   

  Management must maintain the policies according to the *** lease which was reviewed by you and signed.

   

  Also, according to the Landlord Tenant Act, “ As landlords, we are well within our rights per the landlord tenant act. We acted immediately and provided a solution within a 14-day period” As soon as Management was notified, we have documentation of the process to begin repairs and dealt with delay on entry with needed assistance from you.

   

  The decision for any compensation on your rent was denied based on the events mentioned above.

   

  I thank you again for your patience and understanding.

   

  Warmest regards,”

   

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

  Business Response

  Date: 12/14/2023

  The original response and decision remain.  Please let me know if there is anything else I can provide.

   

  Thank you,

   

• Initial Complaint

  Date:11/01/2023

  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.

  On September.11,2020 i moved into ********** ********* **** we moved out on October.3,2023 after not hearing from the apartment about a walk thru i called them to keep asking when was it going to happen & the process afterwards.i got different answers each time , i finally asked for their cooperate number to only find out they were sooooo rude. They did instruct me to call the office about my forwarding address ,when I did they closed the account & sent me the summary stating i owe $500 for carpet which is way too much knowing i just got the carpet cleaned 5 months prior due to me having a baby & they had a contract with a steam cleaning company that did a whole 2bedroom for only $75.00 & i owned a carpet cleaner personally since the floor dirtied quick. They charged us 250 for cleaning when we emptied the whole apartment cleaned the fridge stove wiped walls & mopped we left nothing behind i understand where the blind charge come from missing 3 which also easily broke & the trash was inside the trashcan for velet to pick up . I feel as if im being overcharged , i would like to see receipts on what they serve $890 on

• Initial Complaint

  Date:08/22/2023

  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 property has caused not only me but my 1 year old son to deal with mold and unlivable conditions. The pictures attached to this complaint shows how the leasing office staff and maintenance staff failed to notify me of a pipe burst on the top floor that ended up caving my ceiling in, as well as the excessive mold that is now taking over. The maintenance staff neglected to report this issue to me. The staff was extremely rude and nasty. The damages occurred is unacceptable and I am now unable to live in my home. The corporate office Sunbelt does not answer calls and refuses to speak to tenants dealing with issues on their properties

  Business Response

  Date: 09/05/2023

  My name is ******** *****, and I am the Resident Relations Manager with Sunbelt Multifamily Properties, and represent *** ********** **********, LLC.  I declare under penalty of perjury that the foregoing is true and correct.
  

  Per the complaint from *** ******** "This property has caused not only me but my 1-year-old son to deal with mold and unlivable conditions. The pictures attached to this complaint shows how the leasing office staff and maintenance staff failed to notify me of a pipe burst on the top floor that ended up caving my ceiling in, as well as the excessive mold that is now taking over. The maintenance staff neglected to report this issue to me."

  Please see the details as follows,

  A pipe burst in 128 above her. It was 2am Sunday 8/13 and Maintenance responded right away to make necessary repairs. She was not home at the time and Maintenance does not have access to the phone #s (since it was not called in by her). He went back the next morning around 10am to get ****** out to do a water extraction & to leave fans and dehumidifiers. Resident was still not home. He left a note on the door regarding the situation and continued to follow up on the repairs. The following Monday he asked us in office to call her & the # on file would go straight to a voicemail box that was full. We are learning now she was out of town for an extended amount of time, which we were unaware of. 
  
  Her carpets have been cleaned and deodorized & she was scheduled with the outside contractor for the sheetrock repairs which he will be assessing today and possibly starting on the repairs. He may be scheduling another day to come back and complete the repairs, which have been completed. Sheetrock and the resident carpets cleaned and deodorized a second time.  All correspondence during this process was delivered accordingly.

  Please let me know if you will need any other details or documentation regarding this process.  I will be more than happy to assist.  Have a wonderful day!

  Sincerely,

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

  Resident Relations Manager

   

   

   

   

   

• Initial Complaint

  Date:02/02/2023

  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.

  Applied for an apartment paid application fees and made a refundable deposit of $*** which was required with the application. Never heard anything back from the company any one answer the office phone. Had to go by the office and try to catch someone there when there about 5 times. Before catching a **** woman there. when I asked about the apartment she replied You failed. I asked her if was I taking a test??? So I asked about my deposit and she said that the corporate office would handle this. Tied calling them no one answered left a message and no one called back. Sent an email and my email was forwarded over to another ************** person. Said refund will be done in 14 business days. We are now around 34 days in and still no refund of my deposit no one is answering the phones. I am trying to find someone to help me get my refund as promised. I have attached a screenshot of the deposit that came out of my account.

  Business Response

  Date: 02/16/2023

  Hello, my name is Jennifer *****, and I am the Resident Relations Manager for Sunbelt Multifamily Properties LLC. Based on our qualification guidelines the application was denied for having a $**** balance owed at another community. The refund of $*** was processed and check was cut and mailed on 1.31.23 according to our records. The check was mailed to address that was given on application.
  As of today, the check has not been returned. Should there be any other questions, please feel free to let us know. Warmest Regards,

• Initial Complaint

  Date:01/26/2023

  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.

  I have gone a week straight without heat on two separate occasions since Christmas (1/6-1/13 and 12/27-1/2). The first week my apartment temp got as low as 58 degrees and I got sick causing me to miss a day from both of my jobs. The second time the temperature got as low as 60 inside. Due to the low temperatures I was unable to have my **** **** *** with me for fear he would become sick as well. I brought up the issue the first day I noticed each time on the Active Building app and it was acknowledged but still took a week to fix. On 1/18 I messaged a few members of the office staff explaining the situation and how it had effected me. I also asked if I could get a discounted rate due to the improper living conditions but still have not received a response. Also on 1/21 I reached out via the app about water damage to my ceiling and the carpet in my hall and sons room being soaking wet. As of now my floor is still waterlogged and is spreading a little more each day. I also reached out and explained my issue to Sunbelt two days ago via email but have not received a response.

  Business Response

  Date: 03/02/2023

  From: Jennifer ***** <********************>
  Sent: Thursday, March 2, 2023 10:34 AM
  To: ***** ****** <******************>
  Subject: RE: You have a New Message from BBB ******* ********* ***** ******* *** ****** ****** * ** ****, Consumer Complaint #********
  Importance: High

   

  Good morning,

   

  My name is Jennifer *****, and I am the Resident Relations Manager for Sunbelt Multifamily Properties LLC.  After research on the complaints below all items have been repaired and taken care of.    The heat has been repaired along with the carpet being extracted, cleaned and dry.  Maintenance has repaired the ceiling and treated, and on scheduled to be treated a second time to complete the repairs. 

   

  ****** *** *** ******** ****** ** ******** *** ******  Should you have any questions, please feel free to contact me with any questions.

   

  Warmest Regards,

   

  Customer Answer

  Date: 03/02/2023

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

• Initial Complaint

  Date:12/23/2022

  Type:Customer Service 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.

  Office property manager Cynthia that is located at ********* is *********. She makes subliminal threats to residents and says things like she will have the resident's property thrown out and allow other residents to take whatever they want. Without proper paperwork that cannot be done. If she wants a lawsuit to take place let her try it. The behavior and customer service skills she has is not a good public display. Someone like this doesn't need to be running anybody business. I have lived there for ***** years. This the first time we had someone *********** and ***** running the office. The customer service was much more pleasant the old office workers. This lady definitely needs to take a customer service skills class and find some other type of work. Residents do not want to put up with this behavior. When they are paying rent with the hard earn money the made at work. Please take of the situation promptly!

  Business Response

  Date: 02/08/2023

  Business Response /* (1000, 8, 2023/01/10) */ My name is Jennifer *****, and I am the Resident Relations Manager for Sunbelt Multifamily Properties LLC. After research here are the details that I found regarding this complaint. The Community Manager must make sure to implement and maintain/adhere to all community policies, lease agreement and Fair Housing Laws. Managment notifies all residents of notifications should they be late, details in notices have been approved by Sunbelt Management and remains consistent. There is no malice or ill temper but simply the factual agreement that rent is late and reiterates the terms that are including in all resident's lease agreement. This complaint seems to be based on an emotional level rather than a factual level. All evictions are handled through the local magistrate's office and no other avenue is taken. Please let me know if there is anything else you will need from me. Thank you Consumer Response /* (3000, 10, 2023/01/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) Everything this manager does is not professional. If things are handled by the local magistrate office. Then why is she placing threatening typed letters on residents doors. Always saying she will have maintenance remove all belongs from the unit. When the resident wasn't served paperwork from the local magistrate office? That would definitely be a lawsuit for your company. I'm very sure the letters she put on the residents doors aren't approved by you all.