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Business Profile

Property Management

Sterling Management Group Inc

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Sterling Management Group Inc's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 4 total complaints in the last 3 years.
    • 3 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint type

    • Initial Complaint

      Date:02/03/2025

      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.
      I moved out and was emailing back and forth with there office to maximize the amount of my security deposit return. When receiving the security deposit and charge letter, hey charged me $175 because I didn't shampoo the carpet. I have an email chain with them where it states I will not be penalized for not shampooing the carpets. They charged $60 for dirt on the porch when the third story neighbor has plants that hang over the edge. Ive filed complaints about always having dirt on my porch because I was on the first floor and cleaned the dirt before ;leaving. They also charged $60 for light bulbs. When I moved in it was under ****** tree management and when I signed the new lease with sterling management they told me our move out would be off of the originally ****** tree lease. Im very frustrated that this business is trying to take advantage of tenants. The hole deposit was $650 and we received $235. and I would like a total of $530 as all the charges were lies. I have a picture of the letter I received and the check and can send that once I hear back from y'all I just don't have a picture right now at work.

      Business Response

      Date: 02/26/2025

      I have looked through move out documents, Unfortunately it is very unreasonable to request more than your security deposit returned as this was returned in a reasonable amount of time. I do see the plant and other items listed in the move out pictures, and the 60$ I am willing to reimburse for this item. When you renewed with us you signed our lease agreement and wear and tear addendum which clearly states the cleaning charges. If the issue is Brooktree vs Sterling ******** I will inform you that brook trees maintenance billing was listed at 250/hr, ours is a fraction of this... and reverting back would not be in your favor. I am again willing to reimburse the 60$ plant removal but the cleaning and bulbs/maintenance I have signed documentation for and you are responsible. 

      Customer Answer

      Date: 03/20/2025



      I read the comment from the business on the last check. Im still confused about being told clear we will not be charged for cleaning the carpets then was charged $175. It sounds like they were trying to say they gave me a better deal than brooketree but brooketree always gave back the full deposit unless there was damage cost out of pocket. They can send a check for $60 but Im still confused on the carpet charges.

      Business Response

      Date: 03/20/2025

      I apologize, I do not see where you are referencing that you would not be billed for cleaning? The person who responded to you stated you do not have to shampoo the floors, we do not know the condition at move out until we complete our inspection. To clarify, we shampoo every carpet at turn so it would not matter if you did shampoo or not unless you could provide a receipt of it being cleaned. Below is from the wear and tear addendum. Due to us having little record of the unit prior to us managing, I will refund the carpet cleaning, and the 60$ for plants removal. Could you please email me at ****************************************************** and confirm your address for a refund check ?

      "Cleaning:
      Resident must regularly clean the Premises as part of Resident's normal obligations under the Rental Agreement. At moveout, Resident is obligated to clean the whole unit, including but not limited to, removing all dirt and debris, sweeping, mopping
      and/or vacuuming all floors, cleaning all counters, sinks and appliances, etc. and following other cleaning guidelines provided
      by Owner/Agent. If Owner/Agent must clean the unit after move-out, Resident will pay charges as provided below:
      ?Cleaning in excess of hours for units containing 1000 or less square feet
      Cleaning in excess of hours for units containing ********* square feet
      Cleaning in excess of hours for units containing 2001 or more square feet
      Any charges exceeding $ of cleaning
      ? Other: All cleaning will be charges back to the resident(s) through the Final Accounting process as a tenant charge. The
      cleaner you leave the unit the less time we will spend cleaning your unit, Blind cleaning will be charged separately."

    • Initial Complaint

      Date:11/07/2024

      Type:Service or Repair 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.
      Sterling property management accepted my July and August rent checks. By accepting I mean they date stamped them received and issued receipts. They refused to acknowledge my September rent check. In September I was issued a 10-day notice of termination if I didnt pay August - September rent including late fees. I sent October rent certified mail in late September. On October 1 they returned my October rent check and issued me another 10-day nonpayment of rent termination notice. I ended up writing new checks for August and September disputing the late fees asking for clear explanation and refund along with written notice of voiding the supposed non payment of rent violations. I have not received clarification, or returned late fees. I have the original checks written with date stamps as they sent them back to me via standard mail. I also have the original receipts written for July and August rent. However, I cannot attach these to this form as there file is too big.

      Business Response

      Date: 11/29/2024

      Mrs ****** made payment for less than the rent amount. She refused to leave our office and harassed our front desk stating she would not leave until her check was accepted. She was informed her check would be mailed back to her as we can not accept partial payment. This was done, full payment was not made on time so late fees were assessed. On the following month she issued a check with the memo for the prior month so we could not accept it as 2 months we due at that point and again we can not accept partial payment. On the 3rd month facing eviction she made her account current, we waived 1 late fee out of good faith but the remaining will not be waived. 

      Customer Answer

      Date: 12/01/2024

       
      Complaint: 22502921

      I am rejecting this response because:Mrs *****, made payment for less than the rent amount. - To this: I deducted a specific amount from one rent check. Before I did this I put it in writing what I was doing and why. I put in the memo of the check that it was the month's rent in full minus the fees as stated in the email I had previously sent to them. They willingly date stamped the check as received and asked if I wanted a receipt to which I replied with "yes." They waited until the second week of the next month to return the check. 

      I had also provided 2 additional months rent in full to show that I intended to continue residing in the unit, work out any disputes, and would continue to pay my rent on time and in full. One of these two checks was date stamped and a receipt issued the other one was not addressed. 

      She refused to leave our office and harassed our front desk stating she would not leave until her check was accepted. - To this: This statement is untrue.

      She was informed her check would be mailed back to her as we can not accept partial payment. - To this: This statement is untrue. 

      This was done, full payment was not made on time so late fees were assessed. - To this: After the first check was returned I had tried to engage in a conversation for clarification. I was also confused as to why they were issuing me late fees when I had been attempting to pay rent well before the due dates but they were returning them despite having date stamped two and issuing receipts for those two. I also requested that ***** speak to someone on my behalf to clarify. He made this nearly impossible and was refusing to speak to this person despite this person giving the information he was requesting such as their name, phone number, and email address. I had given consent over the phone for ********* to speak to this same person when they were in the office for another issue and the verbal consent over the phone was accepted. I am not sure why ***** made it difficult despite my consenting over an email.  

      On the following month she issued a check with the memo for the prior month so we could not accept it as 2 months we due at that point and again we can not accept partial payment. - To this: I am not sure what he is trying to claim here. I write in the memo what month I am attempting to pay rent for. For example if it is November 22nd and I am dropping off a check for December rent I will write in the memo that it is December rent in full on time but on the date for the check I will write the date that I am dropping off the check. I write the date that I drop the check to document that I am attempting to pay before the due date and I write in the memo what month it is for and that it is rent in full so as to document that as well. So again, I am not sure what they are trying to say here. I do not write checks for prior months as I pay ahead of time to ensure I will not be late. 

      On the 3rd month facing eviction she made her account current, we waived 1 late fee out of good faith but the remaining will not be waived. - To this: I had been attempting to pay the other months but they kept returning my payments. My account should have never been past due to begin with. The one fee they waived was due to a person dropping off my check on my behalf and arguing with them that the late fee will not be paid. This month they are talking about was October. I sent in a check for October rent via certified mail during the last week of September. Early October, about the 4th, I had someone go in on my behalf and ask if they received the rent check for October. They denied having received the rent check for October. The truth was that on the 1st of October they sent it back to me in the mail and also issued me a 10-day notice of termination for non-payment of rent. I provided this information to the person who was operating on my behalf. They took the check down to the office and called Sterling out on the lie. They also pointed out that Sterling was obligated to hold the check until the 4th and that due to the other termination notice and the date on that to "bring my account current" they should have in good faith held on to the check until that date and that because none of this was done that they needed to accept the rent check with out a late fee. This person also reminded them that I had been attempting to pay rent on time and that we are still disputing those late fees. When this person entered into an email conversation with me and ***** for clarification, ***** refused to respond.

      I would also like to add that during this time I was also issued issued a pet violation despite my previously communicating that I had a service dog and that I was willing to provide any necessary documentation. 

      ***** attempted to muddy a previous complaint of mine by bringing up two separate issues and trying to combine them as if they were one issue. He had also lied about what was being provided. In this response he is continuing with the lying and also trying to muddy facts. 

      Sincerely,

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

    • Initial Complaint

      Date:04/19/2024

      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.
      In the contracts for all units in the complex it stated laundry amenities were available on site. Many units complained for almost a year about the laundry and dryer machines not working. The responses varied from it is being taken care of, it is fixed, and you have to contact the company we are hiring out for that on your own to resolve the issues. One unit asked for compensation for breech of contract and the property manager gave them $25 off per month of their increased rent amount for 12 months, equating to $300 in savings. Another unit asked for the same compensation and was told that because she did not ask before resigning her lease there was nothing they could offer her. I went in before my lease renewal and asked for the same compensation, $300 savings, as the other unit and was instead given a one time "concession" of $50. The unit that got $300 are two single adults no dependents, the unit that got nothing is a single mother, and I am a single mother of three.

      Business Response

      Date: 04/30/2024

      Many of these accusations are false or exaggerated... The laundry room has been functional and each time we were informed that machines were down we always contacted the contracted suppliers to provide service on them. We were informed by the suppliers they would no longer service them and refused to send someone to collect or replace the machines. At this time we took it amongst ourselves to source new machines with a new provider unfortunately though with the dryers being gas heated they were backordered everywhere. During the transition when the machines were removed and we were waiting for new ones to arrive, tenants asked for compensation and were told they would be given a concession while the laundry room was unaccessible. This concession was only while we waited for new machines to arrive (30- 60 days time). The laundry room has twice the number of units now and all brand new equipment, I am unsure why this individual is still unhappy or making false claims. 

      Customer Answer

      Date: 04/30/2024

       
      Complaint: 21600392

      I am rejecting this response for a few reasons, one being because I am not exaggerating or lying as they falsely accused me of.  There is proof they gave someone $25 off their increased rent amount for a 12 month period and myself only a one time $50 and another person $0. Myself and the other person who got $0 are single parents while the other who got the total of $300 has no dependents. We all suffered the same issue - lack of laundry amenities - for an unreasonable length of time. Laundry amenities is part of our lease agreement. There is no reason we, single mothers, should be getting compensated differently for the same issue that we all suffered to the same degree. The manager also threatened the security of housing to the person that got the $25 off increased rent amount for 12 months after I told the manager I knew they were compensating people unfairly for the same issue we both suffered. I brought up to management how I knew this. The manager was also attempting to get off topic and muddy facts in their response. They did this by attempting to say that my $50 was given due to dryers being backordered. They are attempting to mislead to avoid the issue at hand, compensating differently for the same issue. I would like to get fair and equal treatment. If they gave another unit $25 off their increased rent amount for a 12 month period I should have been given the same/ similar option but was not. The people that got the $25 off for 12 months was given this to make up for the year they were without laundry. When I asked for the same compensation I was given a one time $50 "concession." Which I also brought the discrepancy of verbiage used up to the manager further pointing out the unfair treatment. Bottom line another unit and myself along with the other single mom all asked for compensation for lack of laundry as laid out in the lease agreement. We all received significantly different amounts for the same issue we all suffered to the same degree. We all suffered the same breach of contract by management and got different treatment. There continues to be issues with the washer and I have asked for refund on monies put in but have not heard back on if I will be compensated or how. However, that is not the main issue the issue is the difference in treatment as clearly stated above. I was not treated fairly and am continuing to not be treated fairly by being called a liar by management despite there being evidence that I am not. All I am asking is for fair and equal treatment. If they were acting fairly they would not have threatened the unit who received $25 off for 12 months. Management tried telling the other unit they were not allowed to discuss lease terms with other tenants. I believe this was an attempt to quiet them so I would not have the paper proof of management compensating them more than me. 

      Sincerely,

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

      Customer Answer

      Date: 05/09/2024

      As I stated before my complaint was factual and not esaggerated. It was not a true statement on their end that the laundry machines were functional each and every time there was a complaint. As I mentioned we were told it was fixed or that someone would be out but it never happened. Additionaly, they are not being completely upfront about the machines being collected or replaced. They only went to replace them after nearly a year of complaints from various tenants as well as complaints from a social worker assisting one tennat. They only took it upon themselves to souce new machines after tennants infomred them they were breaching contract and were asking for the situation to be rectified, such as compensation for lack of ammenities as laid out in the lease agreement or updating the lease agreement. The person who received $25 off their increased rent amount for the duration of 12 months equating to $300 was given this compensation before the property manager "took it upon themselves to source new machines." This is the same compensation myself and the other single mother asked for. So the response of the concessions being during the time they were waiting for the new machines was not accurate or truthful nor does it address the complaint of difference in compensation for the issue we all faced of lack of laudry ammenities, as stated in the lease agreement, for unreasonable amount of time BEFORE they decided to take it upon themselves to source new machines. It was also false that the laundry room now has twice the machines that it did before. Before there were two washers and two dryers. The dryers were stacked while the washers were stand alone. What is currently in there is the same thing 1 stackable dryer and two stand alone washers. So thier claim of having double what they had before was false. They do know why I am still unhappy - I was not compensated fairly and was discriminated against. They are refusing to address the issue at hand - difference in compensation for the same issue, breech of contract, that we all faced. In addition to this, the unit that was compensated $300 told me that the property manager intimidated them and tried to say they could not speak of their lease terms with other tennants. This was after I asked for the same/similar compensation and told the property manager that Unit 3 was willing to provide me proof of their compensation if it would help. To add to all of this, the new washers that were put in do not have hot water and I did about $30 worth of laundry before I realized my clothes were not being washed in hot water. I let them know about this and they have not responded to the issue nor have they fixed it. I know it is not fixed becasue I spoke with another resident today who recently used the laundry after I told them it didn't have hot water and they said they checked when they did laundry and it still did not have hot water. I asked to be refunded the money used for the laundry and the request has been ignored. I also have $20 left to spend as it was a digital and I had electronically added funds, I asked for that to be returned so I could finish my laundry at the laundromat. That was also ignored. When I have had issue of no hot water at laundromats they were prompt about refunding me so I could re-wash my clothing. 

      Business Response

      Date: 06/04/2024

      While we can not discuss other tenants ledgers and lease agreements, I will again say these reports are false or misleading. You are referencing an agreement that had nothing to do with laundry, it was based on a renewal offer that was over market rent and adjusted to reflect "Market Rent", you are not being offered this because you are well under "Market Rent". In regards to this complaint you were offered a concession on 1/10/24 based on the laundry room maintenance which resulted in the laundry room being down, which you accepted this.  The machines were owned and facilitated by a 3rd party vendor and they were responsible for all responsibilities of them including maintenance and money collected. We did not receive any income for these machines and do not own them, so we are unable to offer you the same reimbursements a laundromat would. You are welcome to reach out to them to discuss any complaints of their equipment. The concession you received is the only concession that will be offered. 

      Customer Answer

      Date: 06/28/2024

      I would like to respond to their message still. Below is my response. 

      While we can not discuss other tenants ledgers and lease agreements, I will again say these reports are false or misleading. 
      I respectfully disagree. I have stated facts and provided supporting documents to BOLI. Additionally, the other tenant is willing to speak on this issue or provide further evidence to support my statements.

      You are referencing an agreement that had nothing to do with laundry, it was based on a renewal offer that was over market rent and adjusted to reflect "Market Rent", you are not being offered this because you are well under "Market Rent". You referenced an agreement that had nothing to do with laundry, stating it was based on a renewal offer adjusted to reflect "Market Rent," which you claim I am not being offered because my rent is well under "Market Rent." However, you previously stated that you cannot discuss other tenants' ledgers or lease agreements, yet you proceed to do so. The other tenant is willing to confirm or provide documents to support that their rent reduction was due to the lack of working laundry facilities, as stated in the lease agreement. In previous emails, I was informed that I was only receiving $50 due to "fair housing laws" and "fair market value." This reasoning does not address my request for fair and equal compensation for the lack of laundry amenities, as stipulated in the lease agreement. I experienced the same lack of laundry facilities as the other unit but was treated differently in terms of compensation.

      In regards to this complaint you were offered a concession on 1/10/24 based on the laundry room maintenance which resulted in the laundry room being down, which you accepted this.  
      There seems to be a mix-up. I requested the same compensation as another unit but was not given the same amount. It was later clarified that my "concession" was for the delay in replacing washers and dryers, which is a separate issue. Combining these separate issues into one is misleading. 

      The machines were owned and facilitated by a 3rd party vendor and they were responsible for all responsibilities of them including maintenance and money collected.
      It is not the tenant's responsibility to ensure vendors fulfill their duties, as the contract is with management, not the tenants. This point is irrelevant to the compensation issue.


      We did not receive any income for these machines and do not own them, so we are unable to offer you the same reimbursements a laundromat would. 
      This statement deviates from the issue at hand. The matter concerns compensating tenants for the lack of laundry amenities. One unit received $300, while I, a single mother, received only $50. ******, the maintenance worker, mentioned that management receives a percentage of the machine income. You have the capability to offer fair compensation but have not done so. 

      You are welcome to reach out to them to discuss any complaints of their equipment. The concession you received is the only concession that will be offered. 
      My issue is not with the company managing the laundry machines but with the unequal compensation provided. I will continue to request fair and consistent compensation for the same issue faced by another unit that received $300.

      Business Response

      Date: 07/21/2024

      These items have already been responded to. 

      ************* has created her own understanding of items that are false and we strongly disagree with her arguments. 

      Customer Answer

      Date: 07/21/2024

       
      Complaint: 21600392

      I am rejecting this response because: What I am stating is not false and there is proof. I am not sure why Sterling is trying to put my perception into question when I have been stating facts where there is supporting documentation as well as other tenants to back up the factual statements I have made. I feel I am being completely personally attacked with their responses because they have not remained factual and continue attempting to deny the facts as well as skew the facts. Sterlings continued denial along with escalation such as threatening to evict me and more since the original complaint has created a very hostile environment in which to live. I am afraid to have further communications due to their continued personal attacks and flat out lies they have been sending in personal messages. I no longer feel safe or comfortable with my living situation with Sterling. 


      Sincerely,

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

      Business Response

      Date: 08/09/2024

      Sterling stands by its prior statements, the accusations of a $25/month reduction in rent/ compensation for laundry room is false. We would like these false accusations to stop as it has become harassment. 

      Customer Answer

      Date: 08/09/2024

       
      Complaint: 21600392

      I am rejecting this response because: Stating the facts is not harassment. Being accused of lying and harassment for stating the facts creates a very uncomfortable, unsafe and hostile living situation while trying to resolve a dispute. Unit 3 has been and is still willing to provide necessary proof and speak on the compensation they received which is what I have previously stated - a $25 monthly reduction of their increased rent amount for the duration of 12 months equating to $300, while I got a one time "concession" $50. Unit 6 is also willing to state/prove what she received. To state that I am lying and accuse me of harassment when others are willing to do what is necessary to back up the facts I have laid out is very confusing. 

      As you can see in previous responses from Sterling, they attempted to muddy the facts. This is seen in one of their replies where they state the $50 was for the washers/dryers being on back order. This was not the complaint/issue and they know that.

      Sterling has lied when they have been the one falsely accusing me of lying. As you can see in one of their pervious responses they claimed there are now double the amount of washers/dryers than before. There were 2 washers before and there are 2 washers now. There were 2 dryers before and there are 2 dryers now.

      Additionally, I was threatened with eviction roughly 92 days after filing my original complaint here with ****. Things have been very unpleasant since filing this complaint to put it mildly. I believe it is retaliation. The environment in which I have had to live since the complaint has been awful. 

      I have been requesting fair and equal treatment (compensation) as well as consistent implementation of policies. 


      Sincerely,

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

      Customer Answer

      Date: 09/03/2024

      *** BBB staff has added the images provided within this email exchange to the complaint library.

      -----------------------------------------

      Below are exchanges with the Sterling and the other tenant who is a single mom who only got a one-time $50 concession. I believe I originally stated she got $0 but it was found out later that Sterling gave her $50 but she was never able to see this or get the proof as she was locked out of her portal - I believe this statement is accurate and my recall of what she said is correct. 

      I am still waiting on documentation from Unit #3 who originally said they would provide me with proof which is why I went through with the complaint. I was told they often work out of town and don't check their messages until they get back. I have not seen her car so have reason to believe they are out of town working. 

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

      ________________________________________
      From: ******************* <***********************>
      Sent: Wednesday, August 28, 2024 2:43 PM
      To: ************************** <************************>
      Subject: Fw: BOLI Follow Up 
       
      [This email originated from outside of OSU. Use caution with links and attachments.]


      ----- Forwarded Message -----
      From: ******************* <***********************>
      To: *********************************** <****************************************************;
      Sent: Tuesday, August 27, 2024 at 11:26:54 AM PDT
      Subject: RE: BOLI Follow Up

       
       
       
       
       
       
       
       
       
       











      Yahoo Mail: Search, Organize, Conquer

      On Tue, Aug 27, 2024 at 9:48 AM, ********************************* * BOLI
      <****************************************************; wrote:
      Greetings,
                    
                     Thank you for your response and I will call you this morning at 11am.
       
       
       
        ********************************* (he/him/his)
      Fair ******************************************** Investigator 2
      Oregon Bureau of Labor and Industries
      ********************************************************************************************
      Direct line: ************
      Text: ************
      *************************************************
      Bilingual/Bilinge
       
      ***NOTHING IN THIS EMAIL IS INTENDED AS LEGAL ADVICE ***
       
       
       
       
       
       
      From: ******************* <***********************>
      Sent: Monday, August 26, 2024 8:19 PM
      To: ********************************* * BOLI <****************************************************;
      Subject: Re: BOLI Follow Up
       
      Hello,
      Yes. I am available by phone tomorrow between 11am and 2 pm.
      Thank You,
      ****
      Yahoo Mail: Search, Organize, Conquer
       
      On Mon, Aug 26, 2024 at 5:20 PM, ********************************* * BOLI
      <****************************************************; wrote:
      Greetings,
       
                     I have received a response from the Respondent and would like to review it with you this week. Do you have any time tomorrow between 11-2? Thank you.
       
       
        ********************************* (he/him/his)
      Fair ******************************************** Investigator 2
      Oregon Bureau of Labor and Industries
      ********************************************************************************************
      Direct line: ************
      Text: ************
      *************************************************
      Bilingual/Bilinge
       
      ***NOTHING IN THIS EMAIL IS INTENDED AS LEGAL ADVICE ***
       
       
       
       


      Customer Answer

      Date: 09/10/2024

      This is the message I got back from the Neighbor in unit #3.   They are willing to give documentation, however they have been working overtime and they work out of town (at least 3 hours away).  They just have not been able to get to it yet. 

      Thank you 
      *************************
      ________________________________________
      From: ******************** <********************>
      Sent: Monday, September 9, 2024 8:45 AM
      To: ************************** <************************>
      Subject: 
       
      [This email originated from outside of ***. Use caution with links and attachments.]
       

      Sent from my iPhone
       

       

      ***** see attachment for image included in email *****

    • Initial Complaint

      Date:06/26/2023

      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.
      My mom was a resident at ****************** for 7 years. Over the course of those years she endured some maintenance issues that come with old buildings like the one elevator breaking down for days at a time. The most recent event was in March when the hot water system broke. The residents were without hot water for at least a week. They were told about three different options for showers. Two of these required transportation (one in a neighboring town) and one within walking distance which required someone to be able to navigate stairs - not an easy feat for the elderly and disabled community at ******************. To my knowledge, the residents were not offered any transportation or rent relief which would have been appropriate. My mom passed away on Mar 24. The building manager was very thoughtful of my loss and told me I did not need to rush to get my mom's apartment empty and clean by the end of the month and could have a few more days. I had everything clean and out by April 5. The building manager had moved on to another company at the beginning of April and had not communicated with the main office about my situation so when I received a letter telling me that part of the security deposit had been used to cover the first five days of April I called the office to explain that the manager had clearly told me I could take those few extra days. This call happened at the end of April. I was told that this kind of grace ****** was not their policy and that rent stopped when the keys were returned. I was referred to a woman named **** and had one conversation where I explained again what had happened and what the then building manager told me. **** said that she would need to run the whole situation by the building owner. I never heard back from her. I tried repeatedly to speak to her again - called once or twice a week for 5 or 6 weeks and was told each time that she would return my call or email me. There were times when I was put on hold and the receptionist came back on the line to tell me that Brit was in a meeting and would return my call within a couple of hours. This never happened and I have still not had any communication from Brit or anyone else from the company. The amount of money in question is $150. At this point I am more concerned that I have been ignored or dismissed and this company does not take care of its customers/residents.

      Business Response

      Date: 07/01/2023

      I don't nor have I ever managed this property.  Rand Cooper Properties was sold to Sterling management in 2004.  Wrong business.  Please remove my name from your files.

      Rand Cooper

      Business Response

      Date: 08/14/2023

      There are many items brought up that are very misleading, and infactual.  For instance, this is an old 4 story mix of commercial and residential building, it was built in **** but has been well maintained but things with buildings of this age do arise and they unfortunately arent as easy as running to ********** to fix it. Regarding the water, a boiler broke down and due to supply issues, it took longer than expected to source a coil. Tenants all had good running water; they were just limited to less hot water. Our sterling team managed to reach out to every gym in the area as the local pool/rec center had a private meet for the entire weekend and could not facilitate any of our needs, we were able to get several awesome businesses/ local gyms to allow us to use their facilities for a fee. We verified all had elevators, ramps or accesses for any persons with a disability and some even had staff that was willing to assist, one of the options did prefer stair usage but offered a service elevator for anyone in need but required any persons to come during a certain time frame so they would have staff available to operate and assist, which was all outline in the notices. We provided tenants all these locations by hand distributing to their doors, one of which was 2 blocks away. If any tenants requested resources our team was happy to assist and did, on their weekends/after hours. To imply we did not care or put any effort in to our tenants well-being is very offensive and slander. 

      Regarding any charges, the unit was billed accordingly per the lease agreement. Billing for the unit ends and is prorated when keys are received. We apologize if there is any misunderstanding with this, but keys were not returned until the 5thand that is when billing ended. You were welcome to take additional time to remove items and do whatever you needed to do within the unit but that is our company policy and legal obligation. When a refund was requested, you were informed there were additional charges we did not bill for which included damages to unit and additional cleaning (floors were heavily soiled). These charges ($400) were over the 150$ you are pursing, if you are wanting changes made to the accounting you were informed these changes would be applied. We did not receive weekly calls or emails from you, after this conversation we assumed you wanted to leave things the way they were. At this point the accounting is past the 30 days and no changes will be made. We are sympathetic to your loss, it is a difficult situation to handle, and we hope you are coping. Our team has always been nothing but helpful and responsive to our tenants and are offended by allegations made. 

      Business Response

      Date: 08/14/2023

      I apologize, I am not familiar with responding to these. It appears a different business or contact was reach out to prior. Please update all inform to myself *********************** ******************************************************* Attached is my response, info provide from this individual is misleading/false they also were not a tenant their parent was, they are giving biased information because they did not get their way. Their parent lived with us for 7 years as they stated if they did not enjoy their time they would have moved elsewhere or filed a complaint themselves. 

      There are many items brought up that are very misleading, and infactual.  For instance, this is an old 4 story mix of commercial and residential building, it was built in **** but has been well maintained but things with buildings of this age do arise and they unfortunately arent as easy as running to ********** to fix it. Regarding the water, a boiler broke down and due to supply issues, it took longer than expected to source a coil. Tenants all had good running water; they were just limited to less hot water. Our sterling team managed to reach out to every gym in the area as the local pool/rec center had a private meet for the entire weekend and could not facilitate any of our needs, we were able to get several awesome businesses/ local gyms to allow us to use their facilities for a fee. We verified all had elevators, ramps or accesses for any persons with a disability and some even had staff that was willing to assist, one of the options did prefer stair usage but offered a service elevator for anyone in need but required any persons to come during a certain time frame so they would have staff available to operate and assist, which was all outline in the notices. We provided tenants all these locations by hand distributing to their doors, one of which was 2 blocks away. If any tenants requested resources our team was happy to assist and did, on their weekends/after hours. To imply we did not care or put any effort in to our tenants well-being is very offensive and slander. 

      Regarding any charges, the unit was billed accordingly per the lease agreement. Billing for the unit ends and is prorated when keys are received. We apologize if there is any misunderstanding with this, but keys were not returned until the 5thand that is when billing ended. You were welcome to take additional time to remove items and do whatever you needed to do within the unit but that is our company policy and legal obligation. When a refund was requested, you were informed there were additional charges we did not bill for which included damages to unit and additional cleaning (floors were heavily soiled). These charges ($400) were over the 150$ you are pursing, if you are wanting changes made to the accounting you were informed these changes would be applied. We did not receive weekly calls or emails from you, after this conversation we assumed you wanted to leave things the way they were. At this point the accounting is past the 30 days and no changes will be made. We are sympathetic to your loss, it is a difficult situation to handle, and we hope you are coping. Our team has always been nothing but helpful and responsive to our tenants and are offended by allegations made. 

      Customer Answer

      Date: 08/20/2023

       
      Complaint: 20237722

      I am rejecting this response because:

      I described my efforts to communicate accurately and you, *****, were never mentioned to me. I was referred only to Brit. I did speak with ****, the person who took over management of ****************** a couple of times and she was understanding and was the person who referred me to Brit. My experience was that I was then "ghosted", as described in my original note and after several weeks of this I decided to take a different approach and contacted the BBB. I do not need any further correspondence from you - I am satisfied that this has finally reached someone who took the time that it deserved. 


      Sincerely,

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

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