Complaints

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

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  SunRidge Management Group

  1605 Lyndon B Johnson Fwy STE 250 Farmers Branch, TX 75234-6802

  
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  Sunridge Management

  Gulf Shores, AL 36542

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  The Lofts Of Inman Mill

  240 4th St Inman, SC 29349

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  Cross Timbers at Grand Street

  2601 N. Grand Amarillo, TX 79107

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  The Arbors of Taylor

  201 Highland Dr Taylor, TX 76574

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/13/2024

  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.

  *********************************** have yet to fix and turn on the air conditioning for the 2024 Spring/Summer season. Temperatures here have already reached above 100 degrees. This has happened every summer for the passed 3 years. The management does not give honest or timely updates to tenants. Rent fee's continue to increase.

  Business Response

  Date: 06/14/2024

  Dear ***************************,

  
  We hope this message finds you well and thank you for being a resident at ************. Unfortunately, we regret to inform you that the chiller system at ************ Apartments has experienced an unforeseen malfunction and is in process of being repaired. We understand how crucial air conditioning is,especially during this time of year, and we sincerely apologize for the inconvenience this causes.

  
  Please rest assured that our team is working diligently to address the issue. We have already engaged professional technicians who are on-site, and they are making every effort to repair the system as quickly as possible. Our primary goal is to restore full functionality and ensure the chiller system is back up and running as quickly as possible.

  
  We appreciate your patience and understanding during this time. We will keep you updated with any significant progress and an estimated timeline for the repairs. If you have any immediate concerns or require assistance, please do not hesitate to contact our management office.

  
  Thank you for your cooperation.

• Initial Complaint

  Date:06/11/2024

  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.

  The Canyon has withheld our security deposit for over 2 months now. I write this formal complaint as it is currently 6/7/2024. I moved out on 3/31/2024 and have not received my security deposit. I preformed the required last walk through where I received a clear status with no damage or wear and tear being deducted from the initial amount. Following the week I moved out I was misquoted for an improper security deposit reduced by about 40%. It was after correcting this amount the apartment said they would have the check out promptly in the first week of April however nothing arrived. After follow up after follow up through the weeks of both April and May I am still left without security deposit. It was as recent as 05/29/2024 that I received an email stating the address that had been provided was incorrect however I have several documents and emails indicating the information was present and properly documented. At this point I can only attribute the lack of check from unwillingness to pay a security deposit.

  Business Response

  Date: 06/13/2024

  This resident was here before our take over so the deposits were thrown off. When we did the take over we did not see the security deposit on the bank deposit sheet but on the lease it showed $500. After the resident did get the Final Account statement showing they were getting $143.27, since they over paid. They contacted me and we tried to get the correct amount show on the lease fixed which was $500. Corporate had sent the check to their apartment complex with out with apartment number since I just went off what I saw on the move out condition form and their notice to vacate. Corporate got the check sent back from **** since it was not the correctly addressed. I reached out to ****** to see what the apartment number was which he told me he sent it in a email when he asked about the deposit before. Recently the check was sent to the corrected address and were waiting on a tracking number to send to them! 

  Customer Answer

  Date: 06/17/2024

  I am rejecting this response because:   The Canyon as seen by our emails and attachments that have had the proper information since the initial moveout date regarding our new address. More notably it is now 06/17/2024 a near 3 months from our move out of 3/30/24 with no updates on tracking number or physical check within my hand. I believe there may be clear deceit at play and I am not satisfied with the efforts shown by ***** specifically or her management. I strongly believe it is the responsibility on the party of the renter to ensure all information is correct and to have taken the correct course of action to ensure the deposit is returned to the rightful party prior to the 30 day period. They have shown no regard for Texas Property code Section ****** and I suspect if an external audit where to take place that this would only be one of many the many violations taking place. 

  Business Response

  Date: 06/21/2024

  Dear ***************************,

  
  We apologize for the delay that you have experienced and we can ensure you that is not our standard working procedure.We have been in communication with our onsite team at **************, and have confirmed with them that they have been in communication with you as well.

  
  We did attempt to send your initial deposit before the 30-day period, however the check was returned to our corporate office via **** due to the address being incorrect. We do apologize that by our error, the apartment number was left off of the address section, causing it to be returned. It is never our intention to make a mistake but we are actively working to remedy it. Once we received that back, we reached out to our onsite team to verify the correct address. Last week, we mailed that out to the correct address, which was the originally accounted for portion of the deposit being returned.

  
  We have continued to research with the site team and accounting to ensure that the deposit amount you mentioned was verified so that we could mail out the remaining portion, along with an updated Final Account Statement to you this week. Please allow 7-10 business days for you to receive both portions of your deposit totaling in $500.
  Thank you for your patience during this time. We will continue to work with the site team and yourself to resolve this and will keep open communication with you until the checks have been received. If you have any questions, please feel free to contact us and we would be happy to assist you.

  Customer Answer

  Date: 06/27/2024

  I am rejecting this response because:   I just received the partial $443.27 amount of the total $500 with a hand written note on a final account statement stating that $56.73 had already been sent out however I do not nor have I ever had  possession of this check. Though I do appreciate the diligence as mentioned in the previous response, it should be noted that this excuse could appease my dissatisfaction within a 60 day period, however it was truly the lack of communication and efforts to keep me in the loop that makes this extremely frustrating as we are only 3 days shy of having been moved out of the property for nearly 90 days. 

  We had to consistently call and ask for updates, imagine in your case someone decided to pay rent late and that they had "financially verify" the amount for 3 months. It utterly reprehensible behavior and shows a clear lack of professionalism in the industry. For almost the entire month of May we heard nothing from you, hardly any updates other than "We're sorry it's taking so long". It was only after seeking methods that would truly show the image of your company that there was any action on your part. We showed verifiable evidence of our deposit paid prior to our move out date and I would argue it's standard practice to confirm the holdings of each of your tenants before taking over a property. I am highly skeptical that my deposit is the only one that, as you put it was "Over-paid", and maybe instead of focusing on remodels you should cover your bases on principles as basic as returning a security deposit.

  We specifically gave the correct address, our attachments will confirm that. ***** has confirmed the address in an email she has sent. If a mistake was a made and remorse truly felt the effort is shown through prompt diligence rather than a "we'll get to it when we get to it:" mind set. 

• Initial Complaint

  Date:06/05/2024

  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.

  I applied for an apartment at this complex on May 23rd and paid the app fee and the $400 deposit. On the 29th of May the property manager **** called and let me know they were unable to approve my application due to a debt owed to a property. She then stated that they needed to call corporate to ask if they could refund my deposit. On the 30th, **** called me and stated that corporate stated they would not refund the $400 deposit due to them running the background and credit check and finding that there was a debt owed. No where in their paperwork or ******* the leasing person I spoke stated they can keep the deposit. I then emailed the regional manager of the management company sun ridge management and she emailed me back stating that the deposit was kept for liquidated damages the email correspondence is attached along with the application agreement. $400 is a lot of money especially now when trying to a place to move to and just having a newborn. All I wanted was a refund of my deposit due to being denied which the denial email is also attached as proof. I have not received an email or phone call back from the regional manager and the apartment complex does not answer my phone calls. I want a refund of my deposit of $400. I can only imagine how many times they have done this and kept other applicants deposit.

  Business Response

  Date: 06/27/2024

  Dear *********************,

  Thank you for your patience while we reviewed your complaint. We have been in communication with our onsite team at the Reserve at **********, and have confirmed with them that they have been in communication with you as well during this time.

  When you applied to become a resident at the Reserve at **********, we discovered that you had an outstanding balance at another apartment community in the amount of $2,943.00. Per the *** Application Agreement that was completed, signed and submitted, your application was denied due to the outstanding balance owed and not disclosing the debt on the application.

  Retention and forfeiture of the application deposit fee is within our rights under the Acknowledgement on the Application. 

  As stated in the Acknowledgement:

  You acknowledge that you had an opportunity to review our rental selection
  criteria,which include reasons your Application may be denied, such as criminal
  history,credit history, current income and rental history. You understand that if you do
  not meet our rental-selection criteria or if you fail to answer any question or give false
  information,we may reject the Application, retain all application fees as liquidated
  damages for our time and expense, and terminate your right of occupancy.

  If you have any questions, please feel free to contact us and we would be happy to assist you. 

  Customer Answer

  Date: 06/27/2024

  I am rejecting this response because the fact is that I didnt falsify any information on my application nor did I know I owed a property. How was I supposed to inform Reserve at ********** of an amount owed when I didnt not know I owed. The application agreement that I signed stated if I was denied I would be refunded my $400 application deposit. I did not fail to sign a lease or withdraw before approval/denial. The fact that you would keep $400 for your time and expenses when applicants pay the $75 per applicant which covers the background and credit checks in a typical real estate check is a scam and unethical. 

  Business Response

  Date: 07/12/2024

  Dear *********************,

  Thank you for reaching out and sharing your concerns. We understand that this situation is frustrating, and we appreciate the opportunity to clarify our position.

  Regarding your application, you authorized us to verify your information through any means, including consumer-reporting agencies and other rental-housing owners. Our findings indicate that there was an outstanding amount related to another property, which affected your application's approval.

  Our application process, application fee is used for background and credit checks,while the deposit is intended to secure the unit during the application process. As per the agreement signed, the deposit is refundable only if the application is denied without any discrepancies. This is stated in the application agreement and disclosure portion of the application.

  Retention and forfeiture of the application and deposit fee is within our rights under the Disclosures.

  As stated in under Disclosures:

  1. Application fee (non-refundable). You agree to pay to our representative the nonrefundable application fee.Payment of the application fee does not guarantee that your
  Application will be accepted. The application fee offsets the cost of screening an applicant for acceptance.
  2. Application deposit **** or may not be refundable). In addition to any application fees, you agree to pay to our representative an application deposit. The application deposit is not a security deposit. The application deposit will be credited toward the required security deposit when the Lease has been signed by all parties; OR, it will be refunded under paragraph 7 if the applicant is not approved; OR it will be retained by us as liquidated damages if you fail to sign or withdraw under paragraphs 4 and 5 of the Application Agreement.

  We strive to conduct our operations ethically and transparently. If you believe there has been a misunderstanding or if there is additional information that we may not have considered, please let us know and we would be happy to assist you. 

• Initial Complaint

  Date:05/14/2024

  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.

  I moved in on April 30. 2024. I paid an administration fee $162 and First month rent of $1089. I did multiple services requests for broken toilet (it wouldn't flush.) Visual mold or mildew in Bathroom. Water leaking through walls and outlets. Floors are lifting up in places. Wet moldy smell in laundry room. Bugs are coming in under the door sealed. We set off bombs and still getting bit by something in the Apartment.I have done multiple services requests and has gone into the office on multipliable occasion. I Was told that they will get to me when they can. When I went online where I do the request, they have cancelled all of them. I'm 9months pregnant and do not want to bring my newborn to these conditions. my Due date Is June 11, 2024

  Business Response

  Date: 05/15/2024

  Good afternoon,
  
  Thank you for reaching out and providing details about your situation. Here is an update on the actions we have taken and will be taking to address your concerns:
  
  Toilet Repair: The toilet in your apartment was unclogged, and the tower inside the tank was replaced to ensure proper flushing.
  ** Leak and Water Damage: There was an ** leak in the apartment above yours, which was promptly fixed the day it was reported. While addressing this issue, we also repaired a small water spot on your ceiling. Recently, you reported another water spot, and our Lead Maintenance inspected it this Morning. The ** unit is leaking again, and we will repair the water spot today. No water is coming out of the walls or outlets, nor are there signs of this happening.
  Flooring: We will replace the lifted flooring in the affected spot.
  Pest Control: Pest control services are scheduled for Friday, and your apartment is on the list for treatment.
  Work Orders: We noticed duplicate work orders for the same issues, which we canceled to streamline the process and inform you accordingly. All necessary work orders remain active and are marked as "in progress."
  
  We want to assure you that we are fully committed to resolving these issues as swiftly as possible and ensuring your home is safe and comfortable, especially with your upcoming due date. If you need any further assistance or have additional concerns, please do not hesitate to contact us. We are actively monitoring the progress of all the work orders and will keep you updated.

  Sincerely,
  

  SunRidge Management

• Initial Complaint

  Date:05/05/2024

  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.

  The property manager of this apartment complex lives directly below us on the first floor.We have gotten 1 noise complaint since we moved in, on a Saturday at 2pm. (From the property manager, who repeatedly slammed a broom into the floor of my apartment in response to my son and I playing in the middle of the day in our home.)I was playing with my child in the apartment we pay $1250/month to live in. We have never had a police officer stop by and ask us to keep it down.This is blatant abuse of power by a person who feels entitled to complete silence 24 hours a day, due only to the fact that she is "in charge" of the property. It is evident that she had the apartment above her own empty on purpose, and now she is trying to leverage her position into intimidating us to leave. We put our son to bed by 7:30pm every day of the week. We do not have guests over and do not make noise at night. The loudest thing in our home after 730pm is my xbox which plays through my headphones or videos on our phones. We have lived here for less than 2 months, and already this "Property Manager" has: Slammed objects into the floor of my apartment in retaliation to my son and I playing at 2pm on a Saturday. Had the woman at the front desk call our phone and tell us we have a noise complaint at 2pm on a Saturday. (Mentioned above) Has now had employees from the office leave threats on our door for "lease violations" for "Disturbances" including: "Stomping, Banging" - Our 1 1/2 year old playing, with his parents or alone, in the middle of the day."Dragging objects across the floor for extended periods of time" - Moving our couch to vacuum the floors in the middle of the day. (We have done this once.) Every other piece of furniture in our apartment is in the same spot as the day we moved in. Every night people come home here, with loud cars, speakers full blast. People here party on week days, but my family is being harrassed. I genuinely don't feel like we deserve it.

  Business Response

  Date: 05/20/2024

  Hello *******, 
  
  Thank you for bringing your concerns to our attention. I want to address your issues with additional context.
  
  Regarding noise, we have taken your concerns seriously. There were significant disturbances from your unit, including loud stomping, banging, and moving heavy objects at various times, affecting the property manager's family's well-being. 
  
  We appreciate your efforts in addressing these concerns; the noise issue has since been handled. Thank you for being so cooperative in keeping the noise down and contributing to a comfortable living environment for all residents.

• Initial Complaint

  Date:04/29/2024

  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.

  It all starts from March 30, 2023, that Sunridge Management Group takes this complex under management, which is Azul Apartamentos. On different occasions we have had to wait for more than 1 month for the necessary repairs to be made to the apartment, with us having to go to the office to ask them to do their work. On different occasions they have taken photographs of the leak in the area. from the kitchen and the bathroom of the room which ended in the removal of the kitchen cabinet, it contained mold and we got tired of asking them for almost a year to take care of the leak in the ceiling since the water runs through the electrical outlet , to which they have done nothing. It's been a month and I have nowhere to put my dishes and more. On November 7, 2023, an employee did not want to receive our request for repairs and complaint that we made to them because we always had to go tell them how they should do their job, for that reason we sent an email that ended with a verbal threat from the manager in January ************************************************* its 4th year that it would not renew because I was going to complain a lot and that the only way was for me not to enter the office again, this was told to my husband ***************************, in presence of my daughter who was visiting the apartment. In November or December 2023, we were informed through a letter of the supposed inspection by the firefighters who never attended, for example, in our apartment, a fire extinguisher was left at the door and that's it. I sincerely believe that these people who represent this administrator are outside the legal order, we pay our rent on time without obtaining any benefit and without any respect. It is important that you are aware of the poor condition of the entire property, that the photographs advertised on their website are not real. I am very grateful to you for helping us fix the unit.

  Business Response

  Date: 05/15/2024

  Hello *****,
  

  We understand how frustrating it must be for you to have experienced these issues since Sunridge Management Group took over the management of Azul Apartments. We sincerely regret your inconvenience and want to assure you that we take all resident complaints seriously. We are committed to addressing and resolving the issues you have highlighted.
  
  We sincerely apologize for the delays and the lack of responsiveness regarding the necessary repairs in your apartment, particularly concerning the leak and mold issue. This is not the standard of service we strive to provide, and we understand the frustration and inconvenience this has caused you.
  
  The central part has been completed as of 5/8/2024. As you were made aware on 5/8, we are waiting for your new cabinets to be delivered so that we can have our Maintenance Tech come back and install them for you. Again, we apologize for the delay. 
  
  We value your residency and are committed to making the necessary improvements to enhance your living experience. Please feel free to contact me directly at ****************************************** to discuss any further concerns or to schedule a meeting at your earliest convenience.
  
  We greatly appreciate your patience and for bringing these matters to our attention. Your feedback is invaluable to us as we strive to improve our services.
  
  Sincerely,
  
  SunRidge Management

• Initial Complaint

  Date:04/23/2024

  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.

  The apartment is infested with termites. I made the office aware on last Monday, April 15, 2024. After giving them a week to treat the termites and nothing was done, corporate was also made aware on yesterday Monday, April 22, 2024. Corporate's response did not solve anything. I then called corporate and asked to speak with a supervisor/manager and they were rude and told me there was no one else to speak with besides the email I had already reached out to. There is still no update... other than it will be expedited. It has been 8 days since the termites were reported. No one is taking this matter seriously and I am continuing to live with termites. The best continues to grow larger . I am deeply dissatisfied since I pay rent on time and have to jump through hoops when there are issues with the apartment that they are responsible for. I've added images of their responses and how the nest continues to grow.

  Business Response

  Date: 04/24/2024

  Hello **************, 

  Thank you for providing additional details about the termite infestation. We appreciate your patience as we address this matter thoroughly and effectively.
  
  Upon reviewing our records, we have confirmed that ************** submitted a work order for termite inspection on April 15, 2024. Our maintenance team promptly responded by contacting Terminix to inspect the premises and provide a quote for treatment. We apologize for any confusion regarding the closure of the work order; it was closed as it was not a maintenance request for physical work but a request for inspection and treatment.
  
  Terminix came out and inspected on April 19, and we received the quote for treatment on April 22. Subsequently, a funding request was submitted to our A** on April 22, and the ** approved it on April 23. We promptly forwarded the approval to Terminix so they could schedule the treatment.
  
  Rest assured, we are committed to resolving this issue as swiftly as possible to ensure your safety and comfort. Our maintenance team is coordinating with Terminix to schedule the treatment as soon as possible.
  
  Once again, we apologize for any inconvenience you have experienced and appreciate your understanding as we work to resolve this matter promptly.

  Sincerely,

  SunRidge Management 

   

  Customer Answer

  Date: 05/13/2024

  My closet has still not been repaired almost a month after reporting the termite issue and having Terminix come treat. I keep emailing for an update and going to the office for the repair to be complete and either I'm not getting any communication regarding the repair or I'm being completely overlooked and ignored.

  Customer Answer

  Date: 05/13/2024

  My closet has still not been repaired almost a month after reporting the termite issue and having Terminix come treat. I keep emailing for an update and going to the office for the repair to be complete and either I'm not getting any communication regarding the repair or I'm being completely overlooked and ignored.

  Customer Answer

  Date: 05/13/2024

  My closet has still not been repaired almost a month after reporting the termite issue and having Terminix come treat. I keep emailing for an update and going to the office for the repair to be complete and either I'm not getting any communication regarding the repair or I'm being completely overlooked and ignored.

  Customer Answer

  Date: 06/04/2024

  I recently filed a complaint with a termite issue. That has been solved. I tried to reopen that complaint since the damage is related but I'm not sure how. So here's a new complaint! The damage from the termite treatment has not been resolved. Terminix came 3 weeks ago on March 26. I was told they were leaving the open hole in my wall for a week then coming to repair it to make sure the termites were gone. Well a week came and I was lied to over the phone about someone coming to repair the hole. I continued to complain some more by emailing the manager and corporate. Some of my emails have been ignored. The repair for my closet has been SLOW!!! I'm so inconvenienced by having everything that was in my closet laying all over my house. I've asked for communication. I would ask to be moved to another unit but my lease is ending and I've already given my notice that I will be leaving. I've asked for a simple repair. I can get neither. I was told by the manager today after sending two emails that maintainence was coming today. Another lie. I just need this simple repair done that should not take almost over 3 weeks. Although I'm not renewing my lease I should still be able to live comfortably in my apartment. Please have repairs fixed by this week. No reason it should take this long and I should have to go this far to be heard!!

  Business Response

  Date: 06/04/2024

  Hello, 

  The repairs in her apartment from the termite repairs were finished. The lead maintenance communicated very clearly with her every time they went out about when they would be coming back. The on-site staff also spoke to her several times in the office and by phone. ***** was okay and understood whenever she talked to the office staff or the lead maintenance. The repairs were a process, and the on-site team had to wait for the termite company to return to ensure the treatment worked before we could close her wall.  As soon as they came back, her wall was closed. There was once an incident where maintenance was supposed to go one day but couldn't make it until the next day because of emergency work orders. They had to wait between repairs to move on and complete the next step because their work had to dry. ***** was informed of this every time. It was not a quick fix because the job couldn't be done in one day. 
  
  SunRidge Management
  

  Customer Answer

  Date: 06/04/2024

  I am rejecting this response because: None of the information above is true. Maintenance did communicate but always fell through with the promised repair days. It took numerous of emails and calls to get an answer for the repair and even then the front office staff was clueless. It took way over a month to have my wall closed up. The issue may be resolved now as of last week, but don't lie or mislead. All of my proof is attached above. Your management is horrible and I cannot wait to move out. Have a good day though. Whenever I return home from my military orders if the repair isn't complete I will be opening another case. Have a good day!

• Initial Complaint

  Date:04/22/2024

  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.

  My mother passed on April 10, 2023. She was a renter at *********** at the time of her death. Her apartment was cleaned and immaculate upon our exit. I have spoken to ******** and many others regarding the initial deposit that my mother paid to move in. I have gotten so many excuses from ******** and others. I called the corporate office and have only received the run around. My last contact I was referred to someone that never answers her phone or return my calls. I need help getting to the bottom of why they are making excuses and refusing to return her deposit. That You

  Business Response

  Date: 05/08/2024

  Dear *****,
  
  First and foremost, please accept our sincere condolences for the loss of your mother. We understand this is a difficult time for you and your family, and we deeply sympathize with your situation.
  
  Regarding your concerns about the return of your mother's deposit, upon reviewing our records, we found that we did adjust the ledger, and a $160 refund was issued back in May 2023. However, we understand that you have not received this refund, and we apologize for any inconvenience this has caused.
  *****, I want to assure you that I have personally taken charge of this matter. I have asked the regional manager to investigate the status of the refund check, and we are committed to ensuring that you receive the refund owed to you as soon as possible. We will keep you updated on the progress of the investigation.
  
  Once again, we apologize for any frustration or confusion you have experienced, and we appreciate your patience and understanding as we work to resolve this issue.
  
  Please get in touch with me directly at ******************************************** if you have any further questions or concerns. Thank you for bringing this matter to our attention, and we are committed to ensuring a satisfactory resolution for you.
  
  Sincerely, 
  
  SunRidge Management.

  Business Response

  Date: 05/10/2024

  Dear *****,
  
  First and foremost, please accept our sincere condolences for the loss of your mother. We understand this is a difficult time for you and your family, and we deeply sympathize with your situation.
  
  Regarding your concerns about the return of your mother's deposit, upon reviewing our records, we found that we did adjust the ledger, and a $160 refund was issued back in May 2023. However, we understand that you have not received this refund, and we apologize for any inconvenience this has caused.
  *****, I want to assure you that I have personally taken charge of this matter. I have asked the regional manager to investigate the status of the refund check, and we are committed to ensuring that you receive the refund owed to you as soon as possible. We will keep you updated on the progress of the investigation.
  
  Once again, we apologize for any frustration or confusion you have experienced, and we appreciate your patience and understanding as we work to resolve this issue.
  
  Please get in touch with me directly at ******************************************** if you have any further questions or concerns. Thank you for bringing this matter to our attention, and we are committed to ensuring a satisfactory resolution for you.
  
  Sincerely, 
  
  SunRidge Management.

  Customer Answer

  Date: 05/16/2024

  I am rejecting this response because:   Thank you for responding to my complaint and your willingness to solve this matter. However, my mothers deposit was $300 and I do not know why her refund is less. Her apartment was immaculate when we turned the keys over to the apartment office. When I notified about the staff regarding the discrepancy staff in the office wasnt sure why and gave erroneous information on several occasions as to why the full deposit wasnt refunded. Again I am requesting my mothers full refund of $300. Thank You

  Business Response

  Date: 05/16/2024

  Hi *****,
  
  I heard back from the regional manager, and they are still waiting on the ********************* to verify whether the $160 check was cashed. We can initiate a stop payment and issue a new check if it isn't. The payment was $160 instead of $300 due to the lease agreement. All deposits are forfeited when a lease agreement is not fulfilled, including cases where a resident passes away. The $160 payment issued was the remaining balance after accounting for what your mother had paid before her passing.
  
  Please reach out to us at ******************************************** for a faster update response. BBB responses take a couple of days to get to us before we can see that you are requesting an update. 

  Sincerely, 

  SunRidge Management

   

  Customer Answer

  Date: 05/17/2024

  I am rejecting this response because:  The deposit was $300 a refund of $160 was issued and not received however an explanation of the remaining $140 was not accounted for.. 

  Business Response

  Date: 06/27/2024

  Dear ***********************,
  
  We appreciate your patience while we investigated the status of the remaining portion of your mothers deposit.
  
  Upon reviewing our records, as well as communicating with the onsite management team and speaking with our accounting team, we confirmed that you did receive a check for the $160 refund that was issued back in May 2023 along with the final account statement for your mothers apartment.Accounting confirmed that the check was cashed. The final account statement noted that the additional cleaning charges were due to removing remaining items out of the unit that were left behind. The charges totaled $140, which were deducted from the $300 initial deposit. The final account statement will remain and no changes will be made to this.
  
  Once again, we apologize for any frustration or confusion you have experienced, and we appreciate your patience and understanding as we investigated this complaint.
  If you would like to request another copy of the Move-Out statement, please contact us directly at ********************************************.
  
  Sincerely, 
  
  SunRidge Management.

  Customer Answer

  Date: 07/02/2024

  This is not accurate information. I never received nor cashed a check from this business. I am requesting a full refund of the $300 deposit that was paid. The apartment was immaculate when I turned in the keys and there were NO problems. There was no trash or items left in the apartment. I am requesting proof of your statements..

  Customer Answer

  Date: 07/12/2024

  I am rejecting this response because:   

  This is not accurate information. I never received nor cashed a check from this business. I am requesting a full refund of the $300 deposit that was paid. The apartment was immaculate when I turned in the keys and there were NO problems. There was no trash or items left in the apartment. I am requesting proof of your statements..

• Initial Complaint

  Date:04/18/2024

  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.

  Date 4/13/24 Money Order ******** I came into the ********* Property in ****** Texas on 4/13/24. I handed a young ******** lady two money orders valued at the amount of ********. She told me how to fill the money orders and I told her I was putting down a deposit for an apartment told her the Unit number and showed her my ID. She took the money order and didn't even look at My ID. The apartment next door is where I was supposed to be giving the money. The property manager of my apartment called me and asked where did I drop them off and she said I probably took it to the wrong apartment. We both called the **************** apartments and told them the money order was dropped off at the wrong place. This was the same day mind you so on Monday I got an email saying (********* Villas) apartments refunded the money to Kroger (where I brought the money orders) /. I went to ****** and they said the money could not be refunded to them it was against policy. I then got on the phone with the apartment manager of ********* Apartments Viilas , and she said it was all an accident. She said the money order was deposited accidentally and the worker who had deposited lied to her and said she had refunded it. I called ************* (a Company that is on a money order) and they said it had been deposited on Tuesday. This means I was lied to because I was told they were deposited on Monday. Which means they deposited my money knowing it was for the wrong apartment complex. This seems to be a fraud of some sort. I have contacted the ************** of ********* Villas multiple times to be hung on and they are being dodgy. I still have the original money orders after I was told to get a refund from ******. I am requesting that I be refunded after I have contacted the Business multiple times and they are refusing to help me

  Business Response

  Date: 04/22/2024

  Hello ******, 

  On Saturday, 4/13, ******* said a woman came in with money orders for a move-in. ******* was on a call when ******** sister came in to drop off the money orders and told her to wait a moment. The sister sees the sign we have at our entrance with instructions on filling out a money order and then fills it out with *********'s information. ******* then gets off the call, and the woman tells her she is dropping off money for her sister's move-in. Leasing asked what apartment she was moving into, and the woman said 337. ******* was confused because we had no scheduled move-ins for Saturday, but she told her she would assist her once she found out what was happening. The woman seemed to be in a hurry since her only task was to leave the money orders for her sister, ******, so she left them with Leasing. Leasing turned them into our lockbox, which only the Property Manager and the Assistant Manager had keys to.
  
  Leasing texted the Property Manager and the other Leasing to ask about this move-in because she couldn't figure out the details of the supposed move-in. We all replied, not knowing who that woman was. By 1 p.m., Leasing let us know that the Leasing from *********** called and said it was their move-in. Our Leasing told *********** that we could return the money orders to them on Monday since only the managers have keys to the lockbox. 
  
  On Monday morning, the Assistant Manager came in early and began posting money as usual. She posted the money orders to the resident account for 337 and noticed they had a credit. She quickly remembered the conversation from Saturday about the checks when a member of the Lake Forest staff came to the office to pick them up. The assistant Manager gave the checks to Lake Forest's property manager because she was under the impression that *********'s property manager would be able to reverse the transactions. Still, unfortunately, that was not the case. By this time, the move-in was already given her money orders to return because they were made out to the wrong community, and that's when she was told the checks had already been deposited.
  
  The Property Manager spoke to ****** and let her know that we are issuing the check to ************, that it may take up to 30 days, and that she would ask to see if there's any way to rush the process. ****** did not like the answer that the Property Manager gave her and threatened legal action. The refund is currently being set up for approval. The regional Manager checked spend management, and as of 4/22/2024, *********** still needed to be listed as a vendor to begin the process for the refund. *********** should be set up as a vendor for payment to be issued to them no later than 4/23/2024. 
  
  

  Customer Answer

  Date: 04/22/2024

  I am rejecting this response because:   

  I need the check why is the check being sent to lake forest ?

  Business Response

  Date: 04/22/2024

  Hello, 

  Your manager at *********** requested from our Property Manager to have the check sent to them for your rent payment. If you want something else done, you will have to speak with your Manager at ************ 

  Customer Answer

  Date: 04/22/2024

  I am rejecting this response because:   My property manager did not request this . You are once again lying . My property manager requested a check be sent to me. I am also requesting this solution seeing as the money didnt come from my property manager it came from

  ME . The money order was cashed tuesday per *************** You have violated my consumer laws I had 3 days to cancel the transaction and i tried on the first day and the money order was still cashed so your options are to Wire me the money issue me a money order or a check and i would like these by wednesday. I have bills to pay and i need my money 

  Business Response

  Date: 05/15/2024

  On 4/29/2024, ****** spoke to the Property Manager for the Lakeshore Villas and below is what was discussed by them. 

  "I just got off the phone with ****************** and went through everything once again. I previously explained to her that we were working on getting the check refund sent to *********** Apartments but that I wasn't sure approximately how long it could take. I gave her the time frame of ***** business days from when the check is cut, which I did explain hadn't happened yet. Today, *********** was set up as a vendor in ***** which is when I emailed my AVP the check voucher. Ms. ****** called at 4pm today demanding an update. I spoke to her and explained in great detail the process of how the refund check process works and let her know that I am here to help her with any and all questions she has and if I wasn't sure I would be more than happy to reach out to find out for her. I also explained to her that as soon as the check is in my hand I would personally deliver it to Lake Forests Property Manager. I personally believe that we ended the conversation at an understanding". 
  

  "In short, we are actively trying to resolve this issue. I understand the urgency on her end and have tried to reassure her that we are doing everything we can but that it also is a process as well. The check is to be mailed here to Lakeshore and I am to deliver this to the Lake Forest leasing office. If you would like the entire breakdown of our 30 minute phone call today, please do not hesitate to give me a call! If any other information is needed, let me know". 

  ****** knows the process and knows that the payment will be delivered to the property manager at *********** by the property manager from *****************

   

  Business Response

  Date: 05/16/2024

  Update, 

  On 5/3/2024, the payment was refunded and given to the property manager at **********************************. Lakeshore Villas property manager confirmed that the check was posted. Lake Forest property manager told Lakeshore Villas property manager that ****** was made aware that the payment had been delivered and posted to her account at *********************************** 

   

• Initial Complaint

  Date:04/09/2024

  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.

  The apartment complex wrongfully put a collection on my credit when I was not living there or not even able to live there during that time due to hurricane damages to the apartment. I tried to speak with them on severa occasions but they change new managers every other month seem like. I would like the collection to be removed from my credit because I was not living on the property at the time they are stating that I was.

  Business Response

  Date: 04/17/2024

  Hello, 

  Thank you for bringing this to our attention. What is the name of the property that you are talking about and what was the time period that you lived at the property?

   

  Customer Relations Manager
  ********************
  Phone:  ************
  

  Customer Answer

  Date: 11/12/2024

  Good morning,

  My last day being able to live at the property was August 2023. My apartment was severely damaged by Hurricane *** which led to myself and kids being displaced and unable to live or visit the property. Management did not reach out to tenants until Mid or late September regarding any damages. My apartment was filled with water and mold so I was not able to live there. They are claiming I did not move out until December 2023 which is impossible. They have WRONGFUL put the charges on my credit report and I simply would like the collection removed. 

  Business Response

  Date: 11/27/2024

  Dear Nakretia *******,

  Thank you for reaching out to the SunRidge Management team. We appreciate your patience as we work diligently to address this matter.

  To better assist you with your complaint, we kindly request the name of the community where you previously resided. This information will help us locate your account and provide a thorough explanation.

  Our goal is to resolve this issue promptly and ensure an effective resolution for all residents. We appreciate your cooperation and understanding as we work to address your concerns.

  Sincerely,

  SunRidge Management