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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  The Village at Carlsbad Apartments

  3821 National Parks Hwy Carlsbad, NM 88220

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  Eagle Ridge Apartments

  3419 N Dal Paso St Hobbs, NM 88240

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  Cross Timbers at Grand Street

  2601 N. Grand Amarillo, TX 79107

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  Mission Oaks Apartment Homes

  7575 Callaghan Rd Ofc San Antonio, TX 78229

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:09/28/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On the 17th of Aug. 2023, my friend ***** and I applied for an apt. At Palmera Apts. At 3:45p.m. I paid $450 2 app. Fees for $100 a piece and a disposition charge of $250 REFUNDABLE. On Sept. 4, 2023 I called these apts. Because I heard absolutely nothing since they received my money. I paid all the expenses and ***** and I worked out our deal far as half outside of business with this apt. On Sept. 4, they claim I have to pay a high risk fee but they couldn't tell me a price and days went by me not knowing what unit what apt. If I did get approved..I chose here because it claim to have SAME DAY move in. But with us that wasn't the case we planned for the 1st no later than Sept. 8, 2023 ..they have had poor communication, since the beginning they just took out money left us in the dark and stagnant. Just sabotaged the entire situation, and now I'm experiencing a witch **** trying to locate the check for my refund because they decide to send check to *****'s address at her hotel room without asking ANYONE for correct address because I cancelled on moving there because they showed us no gratitude or empathy. And I would like a FULL refund of my $450.00 because to me their false advertising and stiffing people giving them the run arounds..it's now the 27th of September, on the 26th just yesterday I gave them the CORRECT address where to send my refund now I have to see how long this may take before I persue legal action. This is ridiculous, they basically held my money put me on the back burner. They did nothing for us, I was not even shown the inside of a vacant apt. They just knew we were tired of paying hotel expenses, they have done us no good I am overwhelmed by numerous of trips back and forth to their office because they send you straight to voicemail. I at least want my $250.

  Business Response

  Date: 10/11/2023

  Sunridge and Pamera management appreciates **************** for bringing this to our attention.  Check number ******** was addressed to both *********************** and **************** and mailed to ************************************************* after September 19, 2023.  Someone at that address received and cashed the check on October 5, 2023.  Please find attached copy of of the front and back of the check that shows someone's signature that looks to start with an S.  We wish **************** and **************** the best of luck and hope they find their perfect home soon.

  Customer Answer

  Date: 10/12/2023

  I am rejecting this response because:   If your staff was responsible in sending my refund to the correct person who did all the talking and all the dealings I wouldn't be going thru this. I don't know, it could have been deliberate. I thank God in this matter and the man that I am to KNOW better. I had to follow this money trail and I have to thank God for allowing me to see my oppositions. I've spoke with *****, and clearly there's no denying this one.. She's cooperating, and has agreed to pay me back all my money this Sunday the 15th, 2023 plus interest of $100 or that I would take her and all parties involved to court to settle the matter a.s.a.p. So until I get my $250 in full from *****, I think it's only fair you guys wait like I'm forced to against my own will because of bad business. I will then and only then cancel my report with B.B.B. and thanks for nothing. 

  Business Response

  Date: 10/12/2023

  The check was mailed to the last known address and **************** is still residing at that hotel. The check was made out to both applicants who applied. The bank should not have let ************************* it with out ******************** signature.  ****** and Sunridge hopes that **************** and **************** come to an satisfactory agreement and wish them the best,.

• Initial Complaint

  Date:09/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been without air conditioning since September 11, 2023. I have had to called the property manager almost everyday for follow up and requesting to get a windows unit for my 3 bedroom apartment. I finally received a window unit on September 15, 2023 after having to take off from work to go to the leasing office in person. The 1 window unit that I did finally receive one that did not work at all. On September 22, 2023 I was finally able to receive a new window unit for one bedroom. I am in a 3 bedroom apartment and that is not helping. I have emailed the company twice in which I did receive one response but not the second time. I have tried calling and can not get an answer. It is not fair that my rent was increased $250 and no renovations has been made to these apartments. I was promised that if I chose to stay an renew my lease I would receive an incentive for staying. That was in June of 2023 and I have yet to receive the incentive that I was promised.

  Business Response

  Date: 10/09/2023

  Commodore and Sunridge Management apologizes for the unforeseen delay it took to repair ****************** air-conditioning in her apartment.  The outdoor unit had to be ordered and delivered and  an outside contractor had to be located and hired to install the new unit on the outside of her apartment at Commodore Apartments.  Commodore management is unaware of any incentive that ************** would have been offered when she renewed.  If she has something in writing about the incentive offer, management would gladly review it. We again apologize for the delay and greatly appreciate ****************** patience until Commodore Apartments were able to complete the repair on the air-conditioning in ****************** apartment.

• Initial Complaint

  Date:09/25/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When I moved in the maintenance man came inside my apartment to check on the air condition, while he was there he used my bathroom & left the toilet seat up. Its unprofessional to use ****************** of privacy. Pest control was included in my rent but they did not spray every month. It was full of ************** all the time. There was a big inspection during business hours but the manager & maintenance man unlocked my door & walked into my apartment at 9:00PM to come replace my microwave because they were trying to hurry up & fix everything before inspection the next day. My microwave was not replaced until 6 months after I moved ******* was a used one from another apartment that was dirty. My renters insurance expired 9 days before the end of the month so I was charged a penalty for not being covered for July. The penalty was put on my account after I paid the months rent so I was not aware of this charge. The manager called me on the 4th of august to tell me I had a balance on my account. Which included $50 penalty plus $75 late charge. My balance was zero after I paid the rent so I should have been notified they charge me a penalty before putting on the late fee. I did not turn in proper notice of leave when my lease was up so I was charged $1,288 when my lease shows it should be $924. ************* charged me $50 standard cleaning fee even though everything was cleaned before I left as requested by the resident handbook. They said I did not lift the stove & when they moved the stove from the wall I did not clean behind the stove. Everything was cleaner than the day I moved in. But they can give me a dirty microwave but they want to charge cleaning fees. Corporate would just refer my complaint to local management and would not talk to me. They charged $25 for utility reconnection fee when the complex bills the utilities through them so there is nothing being disconnected & reconnected besides electricity which is the tenants responsibility.

  Business Response

  Date: 09/26/2023

  Please find the attached documents for ******************, her final account statement and lease documents.  ****************** was required to give a written 60 day notice before vacating the apartment.  As she stated she failed to give the required notice to vacate.  ****************** gave notice on, August 17, 2023 that she would be vacating when her lease expired August 31, 2023.  ********************** account was charged for the remaining days through her 60 day notice.  ********************** account was charged her final utility fees and small charge for cleaning, oven drip pan replacement and nail holes in the wall.  The reconnection utility fee is a charge that management passes on to a resident once they moved out to have the electric put back into the management's name.  ************* and Sunridge Management wish ****************** the best in her new home and would be happy to make payment arrangements with her for her remaining balance.

• Initial Complaint

  Date:09/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 5th 2023 I was contacted by *********************** asking when I planned on paying my September rent. I expressed I dropped off my check for rent on the morning of the 1st of September. He stated he would search to see if it was misplaced and give me a call back, to which he never did. I called back and spoke to a different staff member who stated ***** needed me to bring a new rent check to the leasing office and that the other check would not be cashed if they found it. The new check I brought was cashed that same day. On Friday, September 8th, I checked my bank account after receiving a low balance message. I saw that both checks were cashed by the leasing office and withdrew from my account, leaving me with a balance of $0.00, which prevented me from paying my other months bills. I went into the leasing office that same morning and was told by ***** that the check will be expedited and sent to my mailbox no later than September 15th. September 14th, I stopped by the leasing office since my calls were not being answered and informed ************ had not yet received my check and that I was concerned it would not be returned to me by the end of the week, preventing me from paying my other bills. ***** condescendingly informed me the return could take up to 30 days and that I should receive the check September 18th, the latest. I informed him as well that my lawyer was trying to contact the office to get their lawyers information as well as a tracking number for my check, which ***** assured he would give to myself and my lawyer, to which he again, did not follow through. I again checked my mailbox of Monday, September 18th, and the check was still not there. I received a phone call from the manager of the leasing office shortly after, accusing my lawyer of pretending to be an attorney and that she could be facing felony charges if so. Throughout this entire process I was given empty promises, disrespectful statements and accusations and all around poor treatment.

  Business Response

  Date: 09/21/2023

  The ********************* and Sunridge Management apologizes for the error on the part that both of ****************** checks were cashed.  The ******************** manager personally handed ************** her check/refund on Wednesday September 20th.  Management apologizes again the human error and the inconvenience.

• Initial Complaint

  Date:09/20/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a resident at ******** Apartment since September 6 2022 and during the duration of my entire lease I have had several issues.My most recent issue My apartment was been between ***** degrees for almost 2 months because my AC is not working properly reported the issue June 20. Issue wasnt fixed until after I submitted my 60 day notice. I rented a renovated unit for the first 6 months of my lease my floors had several weak spots were the gypsum had crumbled and the boards were unstable. I reported this the first month they took 5 months to actually have someone come replace it. My window were not attached to the pane they was only connected on one side with was dangerous because anyone could push them in and enter my unit. Took 5 months for that repair. My bedroon window was irreparable and needed to be replaced they refused to fix it. 12 months later still doesnt close. Fan in bath has been broken for 12 months never fixed work order ignored.My door doesnt fully lock. They can to add insulation 3 months ago and caused this issue. I didnt realize my lock wasnt catching until I didnt latch the top lock and my door was open a few hours later. None of my entry way light work or even have fixtures so the stairs arent illuminated. Reported this to upper management during one of the 4 walk thrus they did to see all of my issues.No cold water in tub or kitchen but initially I didnt have hot so I picked my battle on that one after 2 repair attempts I have emailed ******************************* SEVERAL times and he never responded. Left several messages. I called the office in ****** today and the receptionist hung up while I was leave a message. I called backed cause I figure maybe it was a dropped call. No. She is not screening my calls to avoid taking a simple message. Ive called multiple times and no answer. I want to be reimbursed for my exorbant electric bills, experience and time

  Business Response

  Date: 09/26/2023

  Sunridge Management and Azul apartments apologize if **************** stay at Azul has not been enjoyable.  As ************ stated she moved into Azul in September of 2022, and that is when she would have told the previous office management of the issues she had in her apartment at the time of her move in.  The property sold and Sunridge did not start managing it until March 2023.  The current leasing office was not aware of the issues she was having in her apartment other than the most recent after the management change.  Please find that attached copy of **************** work orders that she submitted to the property after Sunridge started managing the community.  It is not Sunridge Managements' policies to reimburse residents for inconveniences or delays in service.  Ms.  ****** originally had ask Azul and Sunridge Management to reimburse her for an portable air-conditioning unit that she had purchased for her apartment and she was denied that request.   There will not be any compensation given from Azul or Sunridge Management and we do wish her the best with her new apartment when she leaves Azul. ************ needs to make sure she gives the leasing office a good forwarding address for her final account statement and deposit refund to be mailed to after final utilities and cleaning and damages are deducted.

  Customer Answer

  Date: 09/26/2023

  Thats actually false. They represent the owners who I have been in contact with thru 3 property managers. I ask about reimbursement for an air conditioner after my unit was repaired and broke 4 days later because it was 98 degree inside my unit and they had already removed to small loaner unit. As far as reimbursement I have asked multiple times. When Sunridge took over I spoke to ****** replacement over the telephone in April updating her on the issues thats I had which is how they were made aware the my floor was caving in, my window was still not replaced and my exhaust fan was still broken. I didnt put in work order for the existing issues because they were already submitted with the previous management . I called the office and came to the office in person to report this in April.  The owner were made aware because they did several walk throughs of my unit notated every issue that a premium upgraded renovated unit had from day one. ****** is a rude disrespectful liar. I attempted to contact her and ******************************* for MONTHS via email and phone. The only time ****** returned my call was when ****** told her to. Stating she can renew my lease at the current amount because my unit is no longer available which is a lie I checked the site yesterday and it was. They refuse to refund me for not having AC for 2 months which was illegal and I work from home. My floors were caving for 7-8 months and now that issue are fixed I have the inconvenience of moving which is more money down the drain. I have been extremely reasonable considering and they refuse to compensate for their subpar service. At this point I see legal action will be the only way I am properly compensated 

   

  I had been in contact with ***** since December via email and during the transition ***** was still managing the property with Sunridge. 

  Customer Answer

  Date: 09/26/2023

  I am rejecting this response because:   This is absolutely false. They represent the owners who I have been in contact with thru 3 property managers. I ask about reimbursement for an air conditioner after my unit was repaired and broke 4 days later because it was 98 degree inside my unit and they had already removed the small loaner unit. As far as reimbursement I have asked multiple times they only issued a credit for 1 month of electric bills back in November and promised to replace the window at the advice . When Sunridge took over I spoke to ****** replacement over the telephone in April updating her on the issues thats I had which is how they were made aware the my floor was caving in, my window was still not replaced and my exhaust fan was still broken. I didnt put in work order for the existing issues because they were already submitted with the previous management . I called the office and came to the office in person to report this in April.  The owner were made aware because they did several walk throughs of my unit notated every issue that a premium upgraded renovated unit had from day one. ****** is a rude disrespectful liar. I attempted to contact her and ******************************* for MONTHS via email and phone. The only time ****** returned my call was when ****** told her to. Stating she can renew my lease at the current amount because my unit is no longer available which is a lie I checked the site yesterday and it was. They refuse to refund me for not having AC for 2 months which was illegal and I work from home. My floors were caving for 7-8 months and now that issue are fixed I have the inconvenience of moving which is more money down the drain. I have been extremely reasonable considering and they refuse to compensate for their subpar service.
  
  I had been in contact with ***** since December via email and during the transition ***** was still managing the property with Sunridge. ****** called me back after 2 months saying its impossible to make me happy and Im expecting too much. Working air and floors that arent caving isnt unreasonable. They call me just to rush me off the phone. Lie about calling me back or emailing me which they have never done. ****** stated corporate is aware of the issue because I emailed them 2 months ago. No one has reached out to new regarding my complaints or issues from corporate, ****** or the property management. They refuse to reimburse me for the issues and just keep offering an apology which does nothing. I have to move which is tedious and expensive while they receive my money and return an Im sorry.  At this point I see legal action will be the only way I am properly compensated For this nightmare. I have been reasonable and patient but no more 

  Business Response

  Date: 09/27/2023

  The Area Vice ********** ******************************** had a phone conversation with *************  Here is a synopsis of the conversation. ************ now wanting to stay in the unit for a lesser amount and it was explained to her that no concession would be given & that shes on notice for 09/30/23. That we had accepted her notice when she put it in. We will not be canceling her notice to vacate, because the unit was preleased.
  
  The Area Vice ********** ******************************* apologized that she feels that we havent fixed her unit in a timely manner, I explained that my team has been in contact as her reports have been communicated to everyone at corporate.
  
  The Area Vice ********** ***************************; wished her well in her next adventure and new place. 

  Customer Answer

  Date: 09/27/2023

  I am rejecting this response because:   I have emails to corporate and ****** that date back 8/11 and 8/22 regarding the issues. When I put in my notice I requested the concessions I asked for above. As I had already had the conversation via telephone with ****** a week after the notice was submitted. At the time the notice was submitted I hadnt had working AC for 6 weeks by the time they had it fixed it was 8/19 when the original work order was put in 6/20. I was told by ****** first week in August that she would look into making the concession for a renewal at the same rent amount and follow up with me. Then she actively dodge me for 6-7 weeks which is why I email ****** and Corporate. He didnt acknowledge my email until I put in this BBB complaint. Thats when called *****( their assistant) and had ***** call me to request that I send ****** an email. He never contacted me directly until 9/26 after this complaint and 2 calls. 
  

  I asked for a refund OR a discounted renewal (which is realistically not outrageous.) from the first time I email him refer to the photos its right there. Clearly he never actually read the email.  They didnt fix most of my issues until halfway thru my lease. No I dont want the hassle of moving which is expensive and tedious. Also they are lying my unit was not preleased. I look at their site 9/25 and my unit was still listed at $1249 they removed it so they can act like its just not available so I cant renew and the discount which was reasonable is not an option.  
  

  When I spoke to ****** the one and only time he has ever reached out to me he gave me a condescending bs apology and told me Im just unhappy and unreasonable and it would be best if I just leave. Said the reimbursements are not gonna happen please turn in your keys Saturday. Then he proceeded to hang up on me after telling me he is busy and on-site. 

• Initial Complaint

  Date:09/15/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 7/31/23 we vacated a rental property at ********************************* Apt. ****, **********, **. ***** and left no reason to not receive a full refund of the required security deposit paid upon move in April 2022. After waiting 35 days and not receiving our security deposit, we contacted the rental office and were told that the security deposit check had shown approved on 9/1/23. On 9/12/23 Sunridge Management Group was contacted directly and we were advised the check processed Monday, September 11, 2023 and would likely be mailed the next business day. According to **** a first class letter would take 2-3 business days to arrive. To date we have not received the security check. According to ***** law it is my understanding that the deposit or an explanation was to be received within 30 days of vacating the property to which the management has failed to do. We have been provided misleading information concerning the whereabouts of our security deposit.

  Customer Answer

  Date: 09/16/2023

  On 9/16/23, I received a check refunded security deposit check in the amount of $2093.81 of my $2300 due. I would like my initial complaint to remain viewable on the BBBs website. However I feel at this time I may be able to remedy any discrepancies I may have with the remaining amount directly with the rental office. I will seek any further assistance via the BBB should the need arise. As of this date I feel the issue has been resolved. 

• Initial Complaint

  Date:09/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Last year a tree in the complex fell on my vehicle. There was no rain or windy weather. It was astablish the tree was dead and needed to be cut . Tha apt community said they were not responsible for the damage and wouldn't accept responsibility even tho the tree was hanging and rotted. I was left to pay for my own repairs. The past weekend the whole tree fell on my vehicle and totalled it. They are refusing responsibility even tho it was established prior that the tree was rotted and a danger to tenants. We pay insurance that is added to our rent monthly and personal renters only covers items within the home. I have reached out to management by email and they have made it very clear it's not there problem and they won't take responsibility, even tho they knew the tree was rotted and never cut it down. Previous incident was September of last year. I have, pics from both incident as well neighbor's who witnessed the the first incident and can attest to the fact they knew the tree was hazardous and this is a result of negligence by the apt community.

  Business Response

  Date: 09/15/2023

  ****************** was notified by the Assistant Vice President for *************** Apartments that under their legally binding *************************** lease agreement, section 6. Insurance. Our insurance doesn't cover the loss of or damage to your personal property.  Section 9. Care of **** and Damages:  any other cause not due to our negligence or fault, except for damages by acts of God to the extent they couldn't be mitigated by your action or inaction.  Please find ********************** attached lease agreement for her to reference. The storm that knocked down the tree also knocked down four other good healthy trees at *************** as well.  ****************** needs to contact her renter's insurance and her vehicle's insurance provider for reimbursement for her loss. 

  Customer Answer

  Date: 09/15/2023

  This tree was dead I have pictures from this incident as well as last year that provide proof this tree was dead as well as previous email. 

  Customer Answer

  Date: 09/25/2023

  These are pictures from incident when there was no rain or wind. An tree fell on a completely different parking spot. For some reason I am unable to attach previous email correspondence between the property regional and myself but I do have. Is there an address I may forward to. As well as contact info for the 2 neighbor's. 

• Initial Complaint

  Date:08/15/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been in contact with the property since I moved out June 9th. The amount of roaches and rats that infested our apartment was making our children sick. We requested pest control and on several different accounts they said they would spray. I personally know the pest control company they use as I use them for my property. They never even made arrangements for my apartment to be exterminated. Now I do have liable documents stating I wouldnt be charged but a reletting fee and now theres many more charges that comes out to almost $4,000. As I work in the apartment industry what they have/are doing is completely illegal. They would enter my unit without notice and stated it was for an emergency. The emergency consisted of going through my belongings and recording my apartment. I have cameras throughout my apartment and have proof they did so with maintenance. I will be taking this to small claims as I am not the only one theyve done this too. I have a few people who will attending in court as whitenesses along with pictures for proof. Please contact me as soon as possible. Thank you.

  Business Response

  Date: 08/29/2023

  Sunridge Management appreciates ****************** for bringing this issue to their attention.  The final account statement was reviewed by a Senior Vice President at Sunridge and was adjusted.  Please find the attached adjusted final account statement.  ****************** will need to pay the new adjusted amount still to ********.  She may reach them by phone, or email. Below is the contacts and an easy to use link for *******************  We appreciate ****************** and are disappointed about the outcome of her experience at Brigadoon Apartments. 

  ********
  
  PHONE NUMBER: **************
  EMAIL: *****************************
  HOURS:
  Monday-Thursday: 8am to 5pm CST
  Friday: 8am to 3pm CST
  PAYMENTS:
  If you would like to make a payment, click here: ******************************************************

  Customer Answer

  Date: 08/29/2023

  I am rejecting this response because:   I had to move out due to the infestation of roaches and rats nesting in the *** My kids were continuously sick and I have informed the office as well as Sunridge Management many times regarding this issue. The smoke alarms werent fixed within a week of informing the office, the ac was hardly blowing so we had to provide our own ac unit. The stove plug was coming out of the wall so the stove would occasionally not work. If we did cook, within 10 seconds of our food being set out the roaches would be all over it. This entire company has lied and is now trying to make me pay money that I never shouldve had to pay. I do have proof as posted above of said issues. We lived in this unit for hardly 1 month. 

  Business Response

  Date: 09/11/2023

  Sunridge Management will not adjust or remove any additional fees from ********************** final account statement.  She admitted that she understood that she would be responsible for the termination fee, and that is all that she is being held accountable for.  ****************** can contact ******** if she would like to dispute the charges or should she pay the balance so that it does not affect her credit score and rental history. 

• Initial Complaint

  Date:08/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The elevator in Building One, closest to my apartment, has been broken since June 22, creating a serious hardship, not to mention the inconvenience this is causing, especially to those of us with a disability. What was once a 50 foot trek to the elevator is now a 500 foot trek. Not an easy task when you have a disability. To make matters worse, tenants are not being informed about the status of getting the elevator functioning. I've reached out to management several times, have received one response saying elevator will be fixed in 7 - 10 days, it's been ten days, elevator is still boken. I do not see or hear any work being done on the elevator.

  Business Response

  Date: 08/09/2023

  Harbor Shores and Sunridge Management would like to apologize to ************** and all of the other valued residents who have been inconvenienced by the inoperable elevator at *************. Management could not foresee the delay and difficulty in acquiring the proper parts needed for the repair. Harbor Shores were able to recently offer ************** an apartment on the first floor and waive all transfer fees to help with the burden and difficulties that the inoperable elevator has caused her. We hope that she accepts and that this is a reasonable accommodation and remedy for this dilemma.  We really appreciate ************** and all of our other wonderful residents at Harbor Shores and again apologize for the inconvenience and thank them for their patience ******************** for the repairs to the elevator to be complete. 

  Customer Answer

  Date: 08/09/2023

  I am rejecting this response because:   the apartment that is being offered, will not be available until October 15, more than two months.  

   

   

   

   

   

• Initial Complaint

  Date:07/26/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I requested communication in my work order, but I only got the automated email stating my request has been complete, which it has not. Submitted tuesday 7/18/23. Automated email stating work complete received Thursday 7/20/23.This is a subsequent request due to roaches in the kitchen. For some reason, at the end of May 2023, there began to be an increasing amount. I had a request made early June, but I have not seen an improvement. I followed all guidelines. I have seen an increase. I have bought more ***** traps, and a spray for the kitchen. The wall connected to the sink is infested and the roaches have taken over my cabinets. I can no longer store plates or anything for that matter in the cabinets connected to the sink. Im constantly killing roaches regardless all the measures I take. I listed my work order as urgent. I am struggling to live here at this point due to this issue not being repaired. Im paranoid to use dishes and eat as Im afraid a ***** was on my dish or will be in my food. Im afraid to use the counters due to the poison Im having to spray. After spraying and using ***** traps, there is a slight decrease, but now seems the roaches are trying to venture away from the kitchen and poisin.In addition to the roaches, the flea infestation has been awful. Overall the critter problems here have really stressed me out. Ive treated my dogs multiple times since May. Ive sprayed and vacuumed my carpet and sofa numerous times but we still have fleas. Ive had the dogs 9 and 11 years and weve only had this flea problem here. When we walk outside I can feel and see the fleas jumping on mine and my dogs legs. This seems to be annual. The flea season here due to the grass, wild animals, and stray cats is really bad.Ive already dealt with bed bugs when I moved in, fleas last year, raccoons in the attic earlier this year, and now roaches, roaches and more fleas.

  Business Response

  Date: 07/26/2023

  Sunridge Management Group has empathy for the issues ************** is currently having in his home at Mission Oaks apartments in ***********.  Unfortunately Sunridge Management Group is no longer the managing agency for this community.  ************** would need to contact contact ******* and *********.  I have pasted their information here for his convenience.  
  ******* & *********
  ****************************************************
  ******, ** 75034
  ***************

  Sunridge Management Group respectfully asks that this complaint be removed from the Sunridge Management Groups and closed.  We wish ************** the best and hope for a quick resolution with his community and pest control.

  Customer Answer

  Date: 07/26/2023

  I have reviewed the business response and accept this resolution. Please remove my complaint. I will contact ******* and ********* directly.