Complaints

This profile includes complaints for Sundance Property Management LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Sundance Property Management LLC

  9918 Carver Rd Ste 110 Cincinnati, OH 45242-5530

• 

  Sundance Property Management LLC

  5270 Southgate Blvd West Chester, OH 45014

• 

  Sundance Property Management LLC

  439 Morrow Rd. South Lebanon, OH 45065

• 

  Sundance Property Management LLC

  500 Anchor Dr. Cincinnati, OH 45255

• 

  Sundance Property Management LLC

  6020 Harrison Ave. Cincinnati, OH 45248

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:07/03/2023

  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 had my toilets and bathtubs back up with sewer water that ended up in half the house..they came an unplugged the drain a couple days later, they verbally said they was having someone come and clean it, that never happened. I ended doing it my self. Then I'm about to pay my rent/trash/water. An they put a 47.00 more for what ? I can't pay my bill unless I pay that 47.00 I won't pay something that I have no idea what it is.. I have been trying to get answers, and I get nothing. I'm past due now because of the 47.00 , and had to clean my place. Plus my daughter and kids had to stay in a hotel for 3 nights, me I got sick from staying in the home. I only heard of people like this in movies.

  Business Response

  Date: 07/14/2023

  Our attorney will be in touch next week. Thank you. 

  Business Response

  Date: 07/24/2023

  We have an attorney we use who will be sending this resident a letter to address the issues. 

  Business Response

  Date: 07/31/2023

  We requested our attorney get involved and send the resident a letter. I cannot site the letter specifics.

• Initial Complaint

  Date:06/29/2023

  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.

  My rent is not the same every month and one month its higher than the last month and one month is lesser than the other month . -------------------------------------------------------------------- I have some tile in my bathroom shower thats is coming apart and I have asked for almost 2 monthsto get it fix before mold start building up and me or my family gets sick still no results

  Business Response

  Date: 06/30/2023

  I have reached out to the Regional regarding your shower tiles, and someone with be in touch shortly with a plan. In regards to your rent, your total monthly rent is $1,137.50, this includes rent, MTM fee, and the waiver fee (liability insurance requirement). Rent is due no later than the 5th of each month. Since you have paid after the 5th, you are also incurring a late fee.

• Initial Complaint

  Date:06/12/2023

  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.

  When we moved into ***** ******* ****** **** ****, I submitted a letter from my doctor for a ESA Service Dog along with any information they requested. Fast forward a couple of years, I was late on my rent. I received a late notice via email and my payment history was attached to the notice. It was then I seen I was charged a $200 deposit along with a monthly fee of $25 with the sum total being about $500. I have gone back and forth with management to have the issue resolved. She is nearly impossible to reach and you an forget about getting a phone call from her. She did finally respond to a text message stating "******* I can not remove fees for the charges of the pet that are from 2020-2021. We did not have an ESA at that time for you pet. Sundance Property Mgmt Reply STOP to unsubscribe" I had to include this letter before we moved in. I have received a couple of emails saying they could not find the letter and it had been resubmitted. Management also lost my renters insurance letter and stated they didn't have one on file. Again, this letter was given/submitted to Sundance before we moved in. I had to resubmit it twice. I don't know what's going on with the staff but it seems like there is a communication barrier.

  Business Response

  Date: 06/30/2023

  We have reviewed the file and determined we will provide a credit for the pet fees that were applied to the account due to the ESA form we now have on file. 

  Customer Answer

  Date: 06/30/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included 
  
  I have reviewed the response made by the business in reference to complaint ID ********, and it is unclear if the Sundance plans on refunding the charges from move in to current? A ESA letter was provided prior to move in ($200) along with a recurring "pet fee" charge every month thereafter? The total reimbursement should be $600. I HAD to provide the ESA letter prior to moving into the home. 
  
  Regards,
  
  ******* *******
  
  

  Business Response

  Date: 07/13/2023

  This account has been reviewed and it has been determined the pet fee charges will be concessed off of your account due to the ESA letter on file. 

  Customer Answer

  Date: 07/13/2023

  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:05/25/2023

  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 moved to stonebridge apartments a few years ago they have a swimming pool on the website but it haven't opened in years is the pool going to be open this year if not take it off the website that's the only reason some people moved here

  Business Response

  Date: 05/27/2023

  The swimming pool is undergoing repairs this year and we plan to open the pool as soon as they are complete this year. The Property Manager will send out a message to the community once they have a better idea of what date they will be able to open. 

• Initial Complaint

  Date:05/23/2023

  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.

  During our 2 year stay at ****** ** **********, we dealt with several areas of the home leaking and started documenting on May 8th, 2022. These leaks consisted until we moved out April 16th, 2023. We had a leak in the main hallway from the AC unit, 1 in the master bedroom closet which spread to the main bedroom/vanity, 1 in the spare bedroom closet, and one that occurred when their contracted siding crew damaged the front window, the wall around the window, and damaged an interior socket so badly it was ripped from the wall, creating a large hole to the outside. We had placed multiple work orders about the issues, two work orders were marked complete without the maintenance ever showing and several were deleted by management. Since we could no longer trust their management/maintenance team and their online site, we started to call the office, management, their answering service, email, text and meet the management in office to resolve these issues. Most phone calls, ALL emails and ALL voicemails went unanswered. The times maintenance did show up, the leaks were never repaired and we were told that cleaning the mold and water damage was the tenants responsibility. We received a bill from ****** ** ********** stating that the water and mold damage would be written off as pet damage since their was pet hair present and that we would be charged $1100 to replace the carpet and charged an additional $150 to paint over the damage their crew did to the window, wall, and outlet. I first spoke to the property manager, Eric Engle, on 05/03/2023 about the charges and explained that the water, mold, window, and wall damage was due to their neglect. He preceded to insult us and complain that we had a dog in the home, which we signed for on the contract, paid the $300 deposit for and $40 monthly pet rent. We followed up the call with an email and a certified mail/letter, both of which have been ignored. My fiancé had to go the doctor to treat his irritated eyes due to mold.

  Business Response

  Date: 06/20/2023

  After reviewing the resident communication file, and move out pictures, it is likely had the carpet not been damaged by pets we would not have had to replace it. However, since the resident did experience a number of issues in the apartment, we have agreed to only charge half the cost we charged to replace the carpet. An updated move out statement will be issued this week. 

  Customer Answer

  Date: 06/22/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ***** *******

   

  Business Response

  Date: 07/13/2023

  The amount pet dander was so overwhelming, and smelled like dog kennel in there. We had no chance of saving that carpet. The carpet was in satisfactory condition outside of the pet. 

  Customer Answer

  Date: 07/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  

  We disagree that the carpet needs to be replaced due to pet damage. However, we are tired and simply want to move on from such a horrible experience. We will pay 50% of the fee as Sundance offered. As of today, the bill has not been amended. Once the bill has been amended, we will pay.
  

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

  Business Response

  Date: 07/24/2023

  The billing adjustment has been made. 

  Customer Answer

  Date: 07/24/2023

  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:05/19/2023

  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.

  Sundance bought out our apartment complex around November. I turned in my lease renewal 10/27/2022. (I have made copies & a photo of the renewal). A few weeks later, I receive a call from ******** who is now the location manager, asking if I wanted to renew my lease since my lease was almost over. I explained I turned it in weeks prior. She said she could not find it, in order to continue living there, I had to sign another one. The copy and photo I had was not sufficient enough. The first one she gave me listed the rent at $960. My rent that I agreed on the original renewal was $775. I told her I would not do that. After going back and forth, She then said she had it approved by corporate to list my rent at $775. However, they snuck in $65 in fees in the new lease. And this new lease was only a 6 month agreement, whereas my original was a year. at the end of April i have to move out due to personal reasons. I tried calling every day, leaving voicemails &sending emails to ******* for weeks. No one would ever return my calls or emails. I finally get someone on the phone, and they said I could move out no problem and to turn my keys in on May the first. My rent and fees are taken off the resident portal. On April 28 (the Friday before May 1), the rent is put back on the portal. I email ******* immediately, no response. I finally go up to the office, the lady took my keys & said she would get another girl to take it off the portal. A few days go by, it's still there. I call again, no answer. I finally find another number and was able to get ******* on May 10. She would not listen to me, spoke over me, & called me a liar about EVERYTHING. I had enough of not being listened to and said can I speak to someone higher up, I don't feel heard. And she said, "no this ***** didn't" and hung up on me. I call back in tears and left a voicemail for someone to call me back, no one did. 6 days later, there is a $2500 charge in my account that has to be paid by the end of the month.

  Business Response

  Date: 06/05/2023

  We believe this is taken care of now. Our Property Manager charged a lease break fee when her lease ended on May 31st. Our Senior Regional spoke to the resident and had this corrected. 

• Initial Complaint

  Date:05/08/2023

  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.

  I am a previous tenant of ************ ***** Apartments which was under management of Sundance Property Management a few months before my lease ended, on 01/31/2023. Upon move in, I paid a deposit of $250. For several reasons, I decided to move out of the property I was residing in. I sent my vacate notice to the property on 11/28/2022, which constituted the 60-day notice period. On 02/11/2023, I received a letter regarding the security deposit return. Sundance Property Management charged me $127.37 for an electric bill. I knew this couldn't be correct as I had paid the final electric bill of $119.25 on 02/13/2023. The final bill was not due until 02/14/2023. I have been requesting a refund since receiving the letter from Sundance and have not been reimbursed. I have also contacted the electric company and they have stated that they have not received any payment other than the $119.25 that was paid by me on 02/13/2023. I am now being told by Sundance that ************ ***** is under new management and to reach out to the property directly. However, the property manager is telling me to contact Sundance. As you can expect, this has been a frustrating experience. Neither Sundance nor ************ ***** will take responsibility for this and issue a refund. I am, once again, requesting a full refund of $127.37 that was taken from my security deposit.

  Business Response

  Date: 05/20/2023

  We have confirmed the final water bill was paid by both the resident and the Management Company. Since the management of the property has changed, ******* ******** Management is the one that will need to issue the refund since they are the ones who now have the owner funds. Sundance does not have those owner funds any longer. I will send an email to ******* regarding this issue, so they can issue the refund.

  Business Response

  Date: 05/27/2023

  I did send an email to the Regional with ******* ******** Management, and they did confirm they will get this taken care of and issue the refund. 

  Customer Answer

  Date: 06/07/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  I received a response from the Accounts Receivable Manager on 05/23/2023 that she had reached out to the Regional Manager at ******* ******** Management and I have yet to receive a refund or hear anything from *******. 

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

• Initial Complaint

  Date:04/25/2023

  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.

  Me and my mother live in the same apartments *********** apartments in ******** ********* my mother passed away in January I was told I was supposed to receive a $550 check for her security deposit I went to the office multiple times until the office manager that I never received it I was told that they sent out a check last month but I never received it so I'm trying to see what happened with it and what address did y'all send it to my mother's name is ****** *** and my name is ****** *** my phone number is ###-###-#### I live in **** *********** way can someone please get back with me about this thank you

  Business Response

  Date: 04/29/2023

  There were some issues with the Sec 8, however, they have been resolved and I show a check cut this week on 4/25 and mailed to your address. 

  Customer Answer

  Date: 04/29/2023

  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,
  
  ****** ***
  

  Business Response

  Date: 05/26/2023

  Our system shows a check was cut on 4/25/23, check #**** and mailed to your address at *** *********** *** *** **** ********* ** *****. 

  Customer Answer

  Date: 05/26/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ****** ***
  

  Business Response

  Date: 06/06/2023

  We are showing as of today the check has not been cashed, so we are issuing a stop payment today and will then reissue the check. 

  Customer Answer

  Date: 06/07/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ****** *** the security deposit was put in my deceased mother's name so I was not able to cash it I would like for the security deposit to be reissued in my name I am her beneficiary and I showed proof of that to stonebridge apartments property manager
  

  Business Response

  Date: 06/28/2023

  The deposit refund was made out to your mothers estate, which is how we have to address it. You should be able to provide documentation to the bank showing you are handling her estate matters. 

  Customer Answer

  Date: 07/03/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below. Hey security deposit was sent in my mother's name ****** *** my deceased mother I am her beneficiary I would like for her security deposit to be sent to my address I stay in the same apartment she lived in **** *********** ********** I was told the last time that they were going to reissue the check I never received it
  Regards,
  
  ****** ***
  

  Business Response

  Date: 07/13/2023

  The new check has been issued and will be sent out this week. We did have to wait for the stop payment. 

  Customer Answer

  Date: 07/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  I received a response on July 13th it's July the 18th and I have not received the check I don't know if there is something wrong with the postal service but I live in stonebridge apartments the office manager can hand me the check
  Regards,
  
  ****** ***
  

  Business Response

  Date: 07/24/2023

  I'm showing this was sent to your address at ****. If this has not been received, we will have to do another stop pay and reissue. The check will be coming from our Cincinnati office. We do not print checks onsite. Please confirm the check has not been received. 

  Customer Answer

  Date: 07/24/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below. I received a check but it's not in my name it's in my deceased mother's name I'm her beneficiary I showed you her death certificate you know exactly what you're doing for some reason you want to make this difficult I came to the office and spoke with the manager she contacting me by email to speak with her section 8 caseworker to close her case she knew I was over everything that concerned my mother and there were charges y'all charge her for in the apartment when we never did a walk-through after I gave her the keys so I'm not sure if the $500 is correct
  Regards,
  
  ****** ***
  

  Business Response

  Date: 07/26/2023

  You need to take the death certificate and beneficiary to the bank for them to cash the check. We cannot make the check out to you, only to her Estate. If you provide the bank the documentation, they will cash the check. 

  Customer Answer

  Date: 07/26/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  I took the check to the bank and showed them the death certificate and the proof that I was her beneficiary they said I will have to go to court to cash it or for me to contact the property manager to put it in my name I'm sure you knew that that is the reason why you put it in my mother's name to begin with the property manager had no problems  contacting me to clean my mother's apartment out and to speak with her section 8 caseworker so she could get the last month's rent but now you can't put her security deposit in my name even after I showed you her death certificate with my name on it and proof we had a joint make account at the time the check came from the same bank if it wouldn't have took you two months to send me the check the bank account would have still been open I'm sure that's why you waited so long to send it this is ridiculous and horrible business and property Management
  Regards,
  
  ****** ***
  

  Business Response

  Date: 08/07/2023

  We've never had anyone not be able to cash the check made out to the estate. You were not a lease holder, so it must be made out to the estate. 

  Customer Answer

  Date: 08/07/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards, I would have been able to cash the check if it was sent out in the normal 30 to 60 days you were supposed to send it but I closed the joint bank account I had with my mother but the first conversation we had you asked to send proof I sent death certificate with my name on it you still have a problem with sending it I have no other choice but to contact a lawyer with all the stress this has caused me and doctors visits with this unnecessary stress I've had because of this and have this conversation posted publicly for everyone to see how stonebridge apartments does business I'm done going back and forth about it
  
  ****** ***
  

• Initial Complaint

  Date:04/13/2023

  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.

  Sundance is stealing money from the residents of ********** **** in ************* ******* they have tripled our water bill the water company said my water would have to run nonstop for a week for my bill to be this high. They are stealing g from all of us in the park. There are swamps out here water standing in yards where the pipes are busted and maintenance won't fix

  Business Response

  Date: 04/27/2023

  The property is billing back the water usages to the Park. These bill backs are based on the actual bills. 

• Initial Complaint

  Date:04/13/2023

  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 just moved into a new mobile that was supposed to be cleaned and ready. It's filthy, and no running water on half the unit and no hot water, just air coming out. I couldn't shower , and there is other repairs to be made. They don't answer there calls , so I am doing this route.

  Business Response

  Date: 04/27/2023

  Maintenance has been at this home to fix the issues mentioned.  
  The Resident has been harassing one of our employees since he moved in. Additionally, he has also called the District Manager and gotten very rude, calling her names.  
  The employee he was harassing had to block his number, and we have not heard back from him since the District Managers call.  
  He is very unhappy because after he signed the lease with us, a home that he originally wanted somewhere else became available, and we told him that we could not void the signed lease. He is now upset and stated that he is pretty much going to make things very difficult for us over the next year that he resides at the home.
  
  

  Business Response

  Date: 05/26/2023

  Maintenance went to his home and fixed everything that he had listed on the submitted work order. The District Manager will reach back out to maintenance and see if there was another work order submitted. 

  Customer Answer

  Date: 05/31/2023

  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,
  
  ***** ******