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:06/21/2023

  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.

  My ac it wont work and theywont fix it my pets are dying its 100 degrees in here they provide us with small ac but its mot helping its been almost 7 days ,we asked for another ac portable and they refuse , they keep saying ************** tomorrow ,and they ***** sending the manance who does not have expirience in the bussines just to pay less ! Please help asap ??

  Business Response

  Date: 06/21/2023

  On Thursday, June 15th, 2023 apartment #*** called the ************** to notify the management that their air was not cooling.  Management had a air-conditioning technician come to apartment #*** to find the unit cooling properly.  On Sunday, June 18th, 2023 apartment #*** called  the emergency maintenance line to notify the maintenance that their air was not cooling, maintenance brought a portable air conditioner to the apartment.  The next morning, Monday,  June 19th, 2023 Belmont management ordered a new condensing unit and new evaporator for the air-conditioner for apartment #***. The new units were installed in apartment #*** the next day Tuesday, June, 20th. 2023.

• Initial Complaint

  Date:06/21/2023

  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.

  6/18/2023 Our community swimming pool is currently green, stagnant, and filled with bugs and grime. This apartment pool is consistently neglected and the apartment manager, ******, always brushes the issue aside. Im not sure what needs to be done to improve this issue but we feel as if we are paying a premium and getting ripped off.

  Business Response

  Date: 06/21/2023

  Cedar Springs Apartments and Sunridge Management Group appreciates ******************** concern about the resident swimming pool at Cedar Springs Apartments.  Cedar Springs Apartments and Sunridge Management Group wants to assure **************** that the swimming pool at Cedar Springs Apartments is working properly and is cleaned Monday through Friday first thing every day after the grounds are picked up.  ******************** picture and complaint stated the date of the picture was June 18th which was a Sunday.  The pool is heavily used over the weekends and tends to look a little more dirty by the end of the weekends.  Cedar Springs Apartments and Sunridge Management Group encourages **************** to bring his concerns to the Cedar Springs leasing office or he may contact Sunridge Management Group by email at ************************************.

• Initial Complaint

  Date:06/19/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 8 2023 a maintenance guy entered my home and got very comfortable. He left trash around my house used the restroom without flushing the toilet and wandered in places he wasnt suppose to. I called the office showed pics and she told me she wouldnt have believed me otherwise. I told her I needed to be reimbursed for the use of my apartment that I pay for. Never heard anything back about that nor have they fixed anything else in my apartment that I have asked to be fixed. I have stopped up pipes because all my drains are clogged. I dont have a proper working sink. I dont have a working microwave. It works every now and then and I can literally open the door to stop it and it keeps going. Thats an electrical problem and very dangerous. The apartment states that I will have a working microwave that I will have a working sink faucet with sprayer also a house that I can run water without taking a chance of over flooding my apartment because my drains are clogged. Ive called the corporate office and left multiple messages and have received no call back. I already dont feel comfortable not knowing whats going on when Im not around. So because the staff entered my house and misused it now they dont want to do anything at all in order for me to have a habitable place to live.

  Business Response

  Date: 06/29/2023

  Both, Sunridge Management and ********* Apartments apologize for the actions of the personnel who used the restroom while completing a service request in ******************** apartment.  The employees where reminded of how unprofessional that action was and were given firm warning if any such action occurred again.  All of the service issues written in this complaint have been addressed and repaired. Sunridge Management and ********* Apartments appreciates ******************** patience and for letting management know of the issues, but there will not be any monetary compensation given for the inconvenience.  Sunridge Management and ********* Apartments hopes to make the rest of Ms. ******* stay in her home more enjoyable and will continue to offer better customer service while she stays in her apartment at *********.

• Initial Complaint

  Date:05/18/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My apartment recently switched management companies to Sunridge, and I'm extremely disappointed in how they've handled things. My lease documents from the former company have yet to be uploaded to my resident portal. I am also concerned about their billing practices. The ending balance for the account I use for rent payments is on page 7/8 and highlighted. I set up the payment on April 29th for the balance that my account showed I owed for May, ( $1,055.96). As you can see according to my statements, there was $1056.41 on April 29th. Then, on may 2nd, your system hit me with a charge of $2.95, which is not listed on my account statement from the resident portal. I did not set up or authorize that payment. This brought the account down to $1053.62 which in turn caused my payment to bounce. I should not be paying late fees and returned payment fees when your system pulls money out of my account that I did not authorize. I need the $90.41 late fee and the other $30 charge to my bank account (that is nowhere to be found on the document from the resident portal, I don't even know what this is for) refunded, as you can see the balance of the account the payment came from was equal to the amount that was owed according to your system. Due to a charge from your system, that isnt listed anywhere on any of my statements or resident portal, the payment was returned. I have called multiple times regarding this issue. The staff at the leasing office has been wonderful and have reassured me that someone who could rectify the issue would be in touch. As of now, over a week later, I have not heard from anyone at all. Ive never once missed or been late on a rent payment, and also have never had billing problems until this company took over. The unauthorized charges showing up on my account seems very fraudulent, like you all are fishing for peoples checks to bounce and collect $120. For me, $120 is the difference between eating and not. You may call me at ************.

  Business Response

  Date: 05/18/2023

  Sunridge Management Group would gladly assist ******************** in ensuring her that her account is accurate but are unable to because ******************** failed to enter her address for us to look up the account.

  Customer Answer

  Date: 05/23/2023

  I am rejecting this response because: My apartment complex recently switched to this management company. The account I use to pay my rent each month was hit with an unauthorized $2.95 charge from this company which appears nowhere on the receipt they provide through the payment portal, and this brought the balance below what was needed for the scheduled May rent payment to go through. This resulted in them charging me with a late fee of $90, and another $30 charge that doesn't show up anywhere on the receipt obtained from the resident portal. The $2.95 is also not listed anywhere. Considering I sent the rent payment that matches the amount owed on their receipt a couple days before it was due, I should never have been charged a late fee or whatever the $30 is because their unauthorized $2.95 charge brought the account below the amount of my scheduled payment. I have never once missed or been late on rent, and only began having issues like this when SunRidge took over. I have attempted to contact them multiple times over the past several weeks and have yet to receive a response from anyone who can actually fix this situation. The leasing office staff has been as helpful as they can be, but this is not something they are able to fix there. They have also failed to upload my lease documents to the resident portal, meaning I am unable to verify that they are honoring the lease I signed prior to them taking over. I suspect this company is attempting to be fraudulent by assessing charges that show up on my bank statements but not their receipts, and failing to upload leasing documents. (its been months since they took over.) I will provide all supporting documents.  

  Business Response

  Date: 05/24/2023

  Neither Sunridge Management nor Azul Apartments charged ******************** a $2.95 charge. The $2.95 charge is a convenience fee charged by **************** Services. When a resident pays rent or utilities through the online resident portal they must accept and acknowledge the conditions and fees associated with using the portal anytime a transaction is performed. ******************** also used the resident portal to pay ******* rent and would have also acknowledge and paid the convenience to **************** Services on March 30, 2023, as shown in the resident ledger that ******************** attached. ************************ bank statement reflects the withdrawals from RP Resident Dir WEB PMTS debit (**************** Services) and withdrawal from The Azul Apartment WEB PMTS  on 4/28/2023.   Neither Sunridge Management nor Azul Apartments are responsible for the overdraft on ************************ bank account.

  Customer Answer

  Date: 05/24/2023

  I am rejecting this response because: It appears this company does not want to take responsibility for the faulty payment portal that they utilize. The payment system is not the one who has my money, SunRidge does. What company doesn't include all fees and charges in the total bill and receipts? Ever since the change in management companies, it has been an absolute nightmare. They still have not uploaded my leasing documents that I signed with the previous company so that I can verify they are complying with the lease I signed last year. Additionally, there was a note on my door this morning that was NOT there yesterday evening when I came home from work informing me that maintenance would be entering my apartment today, 5/24, and to secure any animals. Because they failed to notify me in a timely manner, I have to lock my pet in my small bathroom while I go to work all day. There was not enough notice given for me to make suitable arrangements for him. I'd like to check my lease to see if there is any clause for notice time before entering, however they have neglected to provide it in my portal. I've put in several maintenance tickets and specifically asked that they call ahead and schedule a time to come when I will be home so that I can watch my pet and make sure he doesn't get out because I absolutely do not trust the staff to do that. While my maintenance problems have been fixed, I never received a call or even a message for any of the maintenance problems which shows me they either blatantly ignored the note asking to call, or just didn't pay enough attention. Getting anyone to respond from this company is nearly impossible outside of filing these complaints.

  Business Response

  Date: 05/24/2023

  We have attached the steps that a resident would have to complete to create and make online payments using the RealPage ************************ for ************************ convenience that shows where she would have had to acknowledge and agree to pay the $2.95 convenience fee before she completed the rest of her payment on the portal.  We have also attached a snipping of ************************ resident last portal activity, (May 9th, 2023)and a snipping of when ************************ document were uploaded into the system on, May 18th, 2023.  
  ******************** entered three service requests on, April 20, 2023 and all three were completed the next day, April 21, 2023.  *********** request was placed by ******************** on, April 26th 2023 and it was completed they next day, April 27, 2023. When a resident enters a service request they are giving management / maintenance permission to enter the apartment with said request. Maintenance and management do not make appointments or notify residents for service requests as service requests are completed in the order they are received and by the severity of the issue. 
  Management posted notices to all of the doors on, May 23,2023 at approximately 4:00 pm that the apartments would be entered on, May 24, 2023 to have the fire extinguishers placed back in the apartment.

• Initial Complaint

  Date:05/11/2023

  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.

  Hello,We were tenants at ****************************** apt ****. Can you please provide me with an itemized bill of all the charges that were placed through Rhino. From the description in Rhino it only mentioned the following:1. $355.00-Excessive wear and tear- Not sure how this is possible as we have a video of how we left the apartment after our departure. The apartment that WE RECIEVED UPON MOVE IN was infested with ants and roaches, none of the carpets was cleaned, all the floors were black because they were so dirty, the oven was not cleaned and a horrible stench from the garbage disposal. As well as the floor had dust coming from it.We made sure all of that was cleaned up departure as shown in the video we have. We lived in the apartment for a total of 7 months there is no way we created almost $400 worth of damage.2. $2,244.91- Rent charges- Where are the additional charges coming from and we paid you for ****** The main reason we broke our lease is due to the neighbor's downstairs (an Airbnb) banging on our floor every week saying our children were too loud.Not to mention we had someone try to break into our apartment twice on Feb 4th at 2am and 4am. Your leasing office did not assist with resolving any of our issues after numerous conversations and emails that I have copies of. I look forward to your response.

  Business Response

  Date: 05/11/2023

  Hello ***** & ******,
  Here is a copy of the move out statement.
  As you can see the balance is 2,599.91.
  We have filed 2 claims with Rhino 
  The policy should be able to cover the balance if approved.
  The $355 has to be filed as excessive wear and tear.
  blind replacement $120
  Housekeeping $90
  Sheetrock repair $50
  Shampoo carpet $95
  The $2244.91 was filed as rent charges:
  170.91 2 months in the rear for utilities, due to upon move in you did not pay utilities for 2 months. 
  2074.00 lease break up fee for not fulfilling the lease.
  
  If you have questions please let me know. 
  Thank you,
  ***********************
  Property Manager
  *********************************

  Customer Answer

  Date: 05/15/2023

  I am rejecting this response because:  None of the potential charges were given in writing prior to move out. No documentation was provided to state what we could be charged for and we cleaned the apartment prior to move out. The carpets were not shampooed before we moved in nor was it cleaned! So why am I being charged for things that were not done when we moved in?

  Business Response

  Date: 05/15/2023

  Management has attached the document call the Resident Handbook, that ************ and **************** signed at move in on 06-2-2022.  The document details what the residents are responsible to do at the end of the lease and when they are moving out about how the condition of the unit needs to be left.

  Customer Answer

  Date: 05/15/2023

  I am rejecting this response because:   In that attached handbook it does not state being additional charfaged for housekeeping at $90. Nor does it provide any pricing for any of the items that we are being charged with. Only Shampooing the carpet and the amount I am being charged is higher than what is listed on the handbook that Sunridge has provided. Once again none of this was complete prior to me moving in so one is only left with assumption that Sunridge Management is charging tenants additional fees but not adequately using the funds for that specific purpose. 

• Initial Complaint

  Date:05/03/2023

  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 live at La Madera Apartments owned by sunridge management. The property was being ranned poorly, I moved out of the apartments and was billed ******. The company never explained to me how I owed this much money when I did not live at the property and turned my keys in at the leasing office. I was awarded funds from rent relief program of *****, the debt agency that contacted me said the payment would settle this debt and its still appears on my credit report with a balance of *****.

  Business Response

  Date: 05/03/2023

  ************ contacted Sunridge Management Group in regards to the debt she is saying is on her credit.  Sunridge Management Group explained to ************ that they ceased the operations of managing La Madera on, March 15, 2020 while ************ was a current resident, and we do not have her as having a balance or evicting her in our system.  We understand and sympathize with ************ and gave her what little information we had on how she could find out what management company would have been managing La Madera at the time she moved from the community.  Because Sunridge Management Group has no information for this complaint we ask that the Better Business Bureau remove it from our complaints. We wish ************ the best in finding out who has her account.  

  Customer Answer

  Date: 05/03/2023

  I have reviewed the business response and accept this resolution. They were great help to me , I was able to contact them myself.

• Initial Complaint

  Date:05/01/2023

  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.

  Management company is refusing to answer ** on our last bill and explain charges. Ive been trying to get them to answer for almost 2 months including corporate.

  Business Response

  Date: 05/15/2023

   **************** and ********************************* terminated their lease agreement early and without proper notice. **************** and ********************************* were charged the fees associated with terminating a lease agreement early.  The Area Vice President for ********* Villas spoke ****************** over the phone on May 10th, and explained to charges to ******************. ****************** said she understood the charges.  The account has been collected by a third-party debt agency, ****************** and ********************************* will need to contact ******** to pay the debt at ************ or *****************************.

• Initial Complaint

  Date:04/24/2023

  Type:Customer Service 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.

  Im a resident at Bell Tower Apartments in ******, **.I pay for covered parking, however the lights have been out. I asked management if they could transfer my spot in the system so I could park elsewhere or just cancel all together. I was told its a Sunridge policy that once you pay for parking, you CAN NOT cancel or transfer your spot, however you can add as many spots as you like. There is nothing in my lease agreement/contract that states this, and upon signing up for covered parking no parking addendum was given to me that explains this policy. This is shady and seems illegal that as a paying consumer, we dont have the option to cancel a transaction that we dont need or want anymore. Thats like having a ******* account and you cant cancel it. I have my reasons on why I want to transfer my spot and/or cancel it. Is this company that greedy they cant even inform residents of this policy and yall need my $35/ month that bad?? It must have to do with the property expansion I heard about. Mind you, I pay my rent on time and I even pay more than I have to.Do better. I need to see a parking policy and why this information is left out of the contract. Sounds like a lawsuit.

  Business Response

  Date: 04/25/2023

  Bell Tower's management reached out to ******************** after a copy of her complaint was received.  Management had the light bulbs replaced and let ******************** switch her reserved parking. 

  Customer Answer

  Date: 04/26/2023

  I have reviewed the business response and accept this resolution. For future reference, this should be added in the lease documents so it doesnt cause confusion. Thank you!

• Initial Complaint

  Date:04/06/2023

  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.

  The managers do not fix repairs in a timely manner. And when they do they show up at the unit without notice. I have been in the unit for 5 months, I had to submit complains about mold and insects and stove not working for 5 months for them to look into it. It made them mad that I filed to many complains of all the issues they have and now they go into my unit un announced. They have gone to the unit at 8pm and have no consideration, they go in the day even if they do not have my consent. I what them ti understand that tenants have rights. When they do give notice they do not give a time, they just show up, and when they do give a time I miss work and wait for them but they do not show up. They are harassing giving threats and doing this on purpose.

  Business Response

  Date: 04/06/2023

  While Sunridge Management Group feels empathy for ****************** issues we are unable to assist him.  Sunridge Management Group does not manage any communities in the ************ area.  ************** did not write the name of his property that he lives at in ********, ** for ** to help him  contact the right management company.  We wish him the best and would like this BBB complaint to be closed and removed from Sunridge Management Group's file. 

• Initial Complaint

  Date:04/06/2023

  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.

  Sunridge Management is the property owner of ********* apartments, the residential apartment complex that my wife and I live in. Since we moved in July of 2021, there continually has a been a pointed lack of repair for the building in general, but specifically for all security devices around the building (doors to apartment hallways, garage doors to the parking structure, and doors to the mail/package room). The negect of repair to these devices leads to an unsafe property because non-residents can freely transgress into the building. This has led to car break ins, as well as multiple potentially unsafe interactions. We pay a premium rent to maintain a safe environment on the property, but the basic repairs needed to provide that safety and security are not being met by Sunridge property management. We have notified them multiple times over the past 12 months of repairs that aren't made in a timely manner, following the reporting steps laid out in Sec. ****** of ***** Property Code (Title 8 - Sub.Sect 92 - Chpt. A). However, despite following the tenant reporting steps, there has net been timely repair of these security devices, nor has there been a response of repair date. In my opinion, Sunridge is not supporting their end of the lease agreement to maintain safety and security devices in the building, nor have they made good faith attempts to remedy the repairs or situation in a timely manner. We have continued to pay our full lease, while Sunridge has offered now affidavit or monetary compensation for their inability to maintain their rental property.

  Business Response

  Date: 04/10/2023

  ********* Apartments and Sunridge Management have not violated the terms of the legally binding lease agreement signed between ************** and his family and the Sunridge Management representative from ********* Apartments. Please see sections **** Your Remedies:
  
  Your Remedies. We'll act with customary diligence to make repairs and reconnections within a reasonable time, taking into consideration when casualty insurance proceeds are received. Unless required by statute after a casualty loss, or during equipment repair, your Rent will not ***** in whole or in part. "Reasonable time" accounts for the severity and nature of the problem and the reasonable availability of materials, labor, and utilities.
  The issues ************** stated were addressed in a timely manager by ********* Apartments and Sunridge Management. Large repairs require 3 bids to be submitted from approved vendors. Items need to be ordered or fabricated elsewhere and can be on backorder for weeks. Rent will not ***** in whole or part for the delay in service and no concessions will be given.
  ********* Apartments and Sunridge Management would also like for ************** to review the lease agreement for Section 19.
  Resident Safety and Loss. Unless otherwise required by law, none of us, our employees, agents, or management companies are liable to you, your guests, or occupants for any damage, personal injury, loss of personal property, or loss of business or personal income, from any cause,including but not limited to negligent or intentional acts of residents,occupants, or guests; theft, burglary, assault, vandalism or other crimes;fire, flood, water leaks, rain, hail, ice, snow, smoke, lightning, wind,explosions, interruption of utilities, pipe leaks or other occurrences unless such damage, injury or loss is caused exclusively by our negligence. We do not warrant the security of any kind. You agree that you will not rely upon any security measures taken by us for personal security and that you will call 911 and local law enforcement authorities if any security needs arise. You acknowledge that we are not equipped or trained to provide personal security services to you, your guests, or your occupants. You recognize that we are not required to provide any private security services and that no security devices or measures on the property are fail-safe
  ********* Apartments and Sunridge Management hopes ************* and his family continue to enjoy living at ********* Apartments but if they find themselves unsatisfied then they may terminate the lease early by submitting a written 60-day notice to vacate and pay a termination fee equal to one month's rent. 

  Customer Answer

  Date: 04/13/2023

  I am rejecting this response because the repairs to security devices around the building have not been made in a "reasonable time". The garage door in question has been broken since December 15th, and remains broken to this day, almost 4 months later.

  Additionally, I do not feel that their lease terms agree with ***** tenant policy, Sec. ****** - b2, which states that landlords are liable to a tenant to make repairs if "the condition material affects the physical health and safety of an ordinary tenant". The garage door and security devices around the property are there specifically to keep non-residents from entering the premises. In my opinion, the desire to keep non-residents from entering the property is specifically to keep tenants safe. I am not sure what another reason would be to have those security devices. I feel that it is completely unwarranted to continue to charge full rent during the months that these security devices were neglected to be repaired. 

  Am I able to have multiple tenants sign onto the same BBB complaint? I know there are many tenants who believe similarly to me, and I would like to give them an avenue to pursue Sunridge's neglect in a collective way. 

  Business Response

  Date: 04/27/2023

  As it was explained in the first response to **************, on April 10th, 2023. Nothing from the standpoint of Sunridge Management nor ********* has changed.  The repairs our being made promptly as described in the ***** ********************* lease agreement.  Management our employees, agents, or management companies are not liable to you, your guests, or occupants for any damage, personal injury, or loss of personal property. Neither Sunridge Management nor ********* employees are are not equipped or trained to provide personal security services to you, your guests, or your occupants. You recognize that we are not required to provide any private security services and that no security devices or measures on the property are fail-safe Again as stated in our first response there will be no rent ***** in part or whole.

  Customer Answer

  Date: 05/08/2023

  I am not sure how Sunridge not repairing their garage door for over 5 months is considered a "good faith" attempt to repair. i have personally called multiple repair companies who have stated it would take them no less than 4 weeks from the date of the call to the repair itself, yet Sunridge claims they are still waiting. Additionally, I had a repair technician come out to the property to provide an independent quote, since Sunridge would not provide any proof that they have been working with a contractor. Sunridge's property manager told him that he was not allowed to communicate with me, and could only provide a quote to Sunridge, which I would not be allowed to see. 

  Being negligent on a repair since mid-December of 2022 is absolutely not "good faith", especially when Sunridge also will not allow residents to advocate for the repairs themselves.