Sunburst Property Management

July 8, 2016Dear [redacted] ***:We have reviewed your June 30, letter regarding the complaint ID [redacted] We have attached the following information for your review:Copy of the lease commencing May 1, and expiring April 30, Copy of Exhibit A of the lease- Move Out Inspection Charges Deposit Refund NoticeCopy of Move-In/Move-Out Inspection form Copy of detailed damage carpet charge Copy of six carpet and bathroom photosAs you can see by the photos, the carpet was dirty and the toilet and bathtub were not cleanedThis is not the way she received the apartmentThe carpet was brand new and the entire apartment was professionally cleaned when she moved in as evidenced by her signature on the Move-In/Move-Out Inspection formShe did not abide by the terms of the lease that she agreed to when she signed the lease, specifically;AShe did not return the apartment in the same condition she received it less Wear and tearAs per the enclosed photos, it was dirty, which is not wear and tear.BExhibit A specifically states that she is responsible to contact us to set up a move out inspection if she choosesShe did not do this or we could have told her directly about these items and she could have had an opportunity to clean it.CShe did not provide us with a written forwarding address, which is required by law and our leaseSince she did not provide us with a forwarding address, the letter had to be sent to the old address and forwarded to her.We are willing to reduce the final charges by $to make her balance due $provided the balance is paid in full on or before July 31, If we do not receive the payment by July31, then the full amount will be due and we will proceed to take action to collect this amount.If you have any further questions, please feel free to contact us.Sincerely,David WPresident

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because:check # [redacted] was sent in July and check# *** is getting ready to be mailed for august Regards, [redacted]

August 3, 2016 Dear [redacted]:We have received your July 29, 2016 letter. We are sorry that the customer disagrees with our response but the fact, as we showed you in our earlier letters, was that the apartments was not properly cleaned.Also, as per her statement, we have not received any payment from the customer towards the move out bill. The customer stated she sent $44 the beginning of July. Please have her provide us with a check number and date it was mailed.If we understand correctly we will be receiving the following payments:August 1, 2016 $50.00 September 1, 2016 $50.00 October 1, 2016 $50.00 November 1, 2016 $50.00 December 1, 2016 $50.00 January 1, 2017 $50.00If we do not receive the payments, as outlined in the above schedule, we will proceed to take action to collect this amount.If you have any further questions, please feel free to contact us.Sincerely,David WPresident

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:check # [redacted] was sent in July and check# [redacted] is getting ready to be mailed for august
Regards,
[redacted]

July 8, 2016Dear [redacted]:We have reviewed your June 30, 2016 letter regarding the complaint ID [redacted]. We have attached the following information for your review:1. Copy of the lease commencing May 1, 2015 and expiring April 30, 2016 2. Copy of Exhibit A of the lease- Move Out Inspection...

Charges 3. Deposit Refund Notice4. Copy of Move-In/Move-Out Inspection form 5. Copy of detailed damage carpet charge 6. Copy of six carpet and bathroom photosAs you can see by the photos, the carpet was dirty and the toilet and bathtub were not cleaned. This is not the way she received the apartment. The carpet was brand new and the entire apartment was professionally cleaned when she moved in as evidenced by her signature on the Move-In/Move-Out Inspection form. She did not abide by the terms of the lease that she agreed to when she signed the lease, specifically;A. She did not return the apartment in the same condition she received it less normal Wear and tear. As per the enclosed photos, it was dirty, which is not wear and tear.B. Exhibit A specifically states that she is responsible to contact us to set up a move out inspection if she chooses. She did not do this or we could have told her directly about these items and she could have had an opportunity to clean it.C. She did not provide us with a written forwarding address, which is required by law and our lease. Since she did not provide us with a forwarding address, the letter had to be sent to the old address and forwarded to her.We are willing to reduce the final charges by $50.00 to make her balance due $293.84 provided the balance is paid in full on or before July 31, 2016. If we do not receive the payment by July31, 2016 then the full amount will be due and we will proceed to take action to collect this amount.If you have any further questions, please feel free to contact us.Sincerely,David W. President

To answer [redacted]'s letter, I do not believe that we mistreated her when she signed her documents in 2009.  Typically when people come in early to sign their papers we are happy, especially when they sign on a Friday (which was the day that they signed)  If I came by her house to...

serve a notice for non payment of rent, I would not ask anything about belongings in he garage, as I was just there to discuss rent and nothing more.  I don't believe a rent check was misplaced by someone in the office, it was just late.  Notices for non payment of rent are not served unless we can not reach the tenant by phone or they don't return calls.  If I had spoken to her regarding this, and if in fact a check was misplaced there would never have been a need for me to come to the property.  Of course we do drive by the properties that we manage, as this is part of our Management Service for the owners.When [redacted] and Craig came into the office to give their 30 day notice, they gave us a specific date as to when they would be out.  Then an additional time was requested, which was accomodated, even though we had a anxious owner with a Mortgage Payment due and wanting the property re-rented as soon as possible.  We even had to put people off that wanted to see the property, as we awaited the keys being returned.  When the keys were returned, we sent out a locksmith to re-key the property as we do this when tenants vacate and [redacted] was still there delaying the process for showing the property and doing the necessary repairs even longer.  We had already postponed showings 2 times based on the word that the tenants would be out and were gone and they were not.Once we got into the property damages were discovered.  We sent the tenants a letter along with the Security Deposit Settlement (which I have attached) and copies of the pictures that we had taken.  This explained everything that was deducted from their deposit.  As of this date, the letter has not been returned which means that they have received the letter.  We have pictures to substantiate the deductions, which exceeded the Security Deposit.  The owner doubts that he will ever be repaid.  [redacted] is more than welcome to come by the office and view the pictures.  If you need me to send copies I can.  [redacted] did call the office to speak to us and left a message and we did call her back and never heard back from her.I am sorry that she is upset and stating the things that she has.  I always thought we had a positive working relationship, until now.  I tried to accomodate all of her requests during the time that she lived in the property and I don't feel that she was mistreated at all, I feel just the opposite.

Review: Very poor customer service received from my property manager [redacted]. She told me on the phone my bug issue would not be taken care of the same day

I have called to get repairs on my unit and just recently to have a bug situation taken care of. My Property Manager [redacted] is always completely rude and harsh with me. They never follow up with me so I always have to call and apparently she gets irritated by that. I called to follow up on the status of the bug guy coming out here and she very rudely tells me "we have calls out, I don't have any new information and you just called and hour ago" I told her I didn't like her rude tone and that I was just following up because I have an 8 month old son and want to get this taken care of as soon as possible. She continued to tell me "Nothing will be taken care of today!" This was both disappointing in that it is a sanitary issue and also because every time I call in she is rude and short with me. I got very upset and told her to talk to me like a human being and she said "you don't talk to your property manager that way" almost like she was threatening me. I have tried to get ahold of the owner [redacted] to express my concern and have not been able to get her. The office wont give me her email or contact info and they even said [redacted] doesn't use email, she only gets bulk... they continued with our computers are down and you can send a letter so we can get it to he." All I wanted was direct communication with the owner but was not given it. They were making excuses so that I wouldn't disclose what had happened. I want a new property manager as [redacted] is unprofessional and has no empathy for other people when she has a job where that is pertinent. I love my unit and the owner is great. I fear they will find a reason to kick me out and just get me out of the way. After [redacted] hung up on me, I called back twice. once to talk to [redacted] which I was unsuccessful. I talked to [redacted] the front office lady who was great. She told me they were working on it which is all I wanted. [redacted] called me back shortly after saying a bug guy would be calling me. The bug guy did call me and he will be coming shortly. I'm not sure why [redacted] told me "nothing would be done today" when it is such a cleanliness issue. I feel like she only then made the attempt to help me after I called back asking to speak with the owner.Desired Settlement: I would like to speak with the owner about this problem. I would like a new property manager assigned to me, and I would like an apology for the way [redacted] spoke to me with little remorse or empathy for my situation.

Business

Response:

Business' Initial Response

Hi Revdex.com,

I wanted to let you know that I personally spoke to [redacted] on Tuesday night. She seemed happy to hear from me. I was unaware of her concerns and listened to her tell me what had happened. I explained that I did not know there was any problem, as I was told that the problem had been resolved. She said that everything had been fixed and worked out but she still was glad to hear from me. I explained that I am gone sometimes taking care of my elderly parents in Southern California. Therefore, we worked out a solution for the future. Should she need to talk to me and she was satisfied with. I believe that this will take care of any future problems that she might have with the office.

Should you have any questions please feel free to contact me at XXX-XXX-XXXX. I am leaving for the next week, but I will be back on the 5th of August.

Thanks so much for your help.

Consumer's Final Response

(The consumer indicated he/she ACCEPTED the response from the business.)

Review: I entered into a rental agreement with Sunburst Property Management on Oct 24th, 2015. 10 days later, I submitted a status report, and cited multiple broken windows, unsanitary conditions, debris from the prior tenants, and extensive damage to the walls and window blinds. On Nov 2nd, I discovered the bathroom sink had solid waste matter in the drain. The drywall under the sink had a large hole exposing the dirt cellar. I contacted Sunburst and they sent a man out to “snake” the drain after three days. I requested that he also replace the rotting wood on the cellar door, so that rodents would not enter. The man agreed to do so, but never returned.

On November 9th, 2015, when I turned on the heater, it emitted a burning smell. The floor vents were filled with dust and hair, so I turned it off and contacted Sunburst. They advised that it was “normal” and to let it run for 24 hours. I requested [redacted] inspect the unit, and they were able to inspect on Nov 20th. They discovered that the unit was improperly installed, including the intake vent being created out of the old gas floor heater’s metal casing. There is no intake filter on the floor vent. Debris and macroscopic dust are sucked up from inside the house, and the dirt and dust from the basement are drawn in through the old floor heater’s holes. I also noticed a leak in the basement and a plastic pipe dripping into a hole in the ground. I contacted Sunburst on Nov 24th - they promised to send a heating specialist immediately, but they never followed through.

I was never able to fully move in, because the house was never in satisfactory condition. I requested in writing that I be reimbursed for November’s rent and the security deposit that I made in good faith, and vacated the premises on December 6th, 2015. The company responded with a demand letter for a total of $1,890.90 and refused to return the Security Deposit of $1,320, refused to acknowledge the issues, and threaten “further action” if I do not pay them.Desired Settlement: I believe that Sunburst Property Management (and/or the owner of the Oak Street property, [redacted]) owes me a refund for the entire month I was unable to occupy the space, due to it's sub-standard and actually hazardous conditions, as well as my entire security deposit, since the place was never in the condition promised when I entered into the contract, and by the standards set by the State of California. Total I paid was $2,660.

Business

Response:

Dear [redacted],

On December 17, 2015, we sent you a letter, advising you that the deposit for the property located at [redacted],was forwarded to the owner of the property as he requested. We also advised you that as of that date, he now was in pocession of the Security Deposit and that you would be hearing from him.

I am enclosing a copy of our letter advising you of this. Also, I am enclosing a copy of the Security Deposit Transmittal that was sent to you by Mr. [redacted] personally.

I have never heard from you since you returned the keys to our office. I know that on December 9, 2015, at 9:40, you called the office to talk to the property manager, and left a message. On the same day at 10:29, she tired to call you back and left you a message. Since that time we have never heard from you, until I got this letter from the Revdex.com. I believe that since Sunburst Properties was not involved with the disbursement of your deposit and we are not the owner of the property that you should be contacting, Mr. [redacted] directly.

Thank you

Review: During the time I was a tenant under Sunburst Property management (08/2009-08/2015), I feel that I was harassed and mistreated on multiple occasions. The first incident was in their office when I signed the rental contract. [redacted] became upset that I arrived 15 minutes early than the scheduled time and began telling her coworker who was about 2 feet from me how much she hated when people didn't keep their appointment. The 2nd incident involved Jill arriving to my home at 730pm to hand me a 3 day notice for not paying my rent. My rent check was given to them on time but misplaced by one of the women in the office. After handing me the incorrect 3 day notice, she began asking me why I had so many belongings in my garage and asked if the two friends who were visiting lived in my home and I had not reported this. She then proceeded to tell me that she lived in Lincoln and would be driving by the property to keep an eye out. The most recent incident occurred when I moved out of the home due to me purchasing a home. I called, spoke to [redacted] and requested and extra week after my 30 days was up with the understanding that I would be required to pay additional rent. She became completely upset and began telling me that I was required to return the keys, they were going to send a locksmith to lock me out of the home, and I was going to pay for the locksmith. I told her she was being very unprofessional and I didn't understand why they couldn't just charge additional rent, she hung up on me while I was explaining this. I called back, she said to me "I don't need to deal with this today" and hung up again. My husband called right after I did in hopes to resolve the situation, she stated to him that she was not going to go through all of this with him and hung up on him as well. I have since called them 4 separate times to try and resolve this issue, twice I've asked for the manager but they refused to let me speak with her, two other times I left messages with no return call.Desired Settlement: I would like this company to be thoroughly investigated for their lack of customer service, professionalism, and courtesy to clients. They are charging me for inaccurate items on top of keeping my full deposit. They are not honest with their allegations and refuse to return any calls and hang up when issues arise. I do not feel this company deserves to be in business any longer for all the terrible service they've provided to so many tenants. I believe my deposit should also be returned.

Business

Response:

To answer [redacted]'s letter, I do not believe that we mistreated her when she signed her documents in 2009. Typically when people come in early to sign their papers we are happy, especially when they sign on a Friday (which was the day that they signed) If I came by her house to serve a notice for non payment of rent, I would not ask anything about belongings in he garage, as I was just there to discuss rent and nothing more. I don't believe a rent check was misplaced by someone in the office, it was just late. Notices for non payment of rent are not served unless we can not reach the tenant by phone or they don't return calls. If I had spoken to her regarding this, and if in fact a check was misplaced there would never have been a need for me to come to the property. Of course we do drive by the properties that we manage, as this is part of our Management Service for the owners.When [redacted] and Craig came into the office to give their 30 day notice, they gave us a specific date as to when they would be out. Then an additional time was requested, which was accomodated, even though we had a anxious owner with a Mortgage Payment due and wanting the property re-rented as soon as possible. We even had to put people off that wanted to see the property, as we awaited the keys being returned. When the keys were returned, we sent out a locksmith to re-key the property as we do this when tenants vacate and [redacted] was still there delaying the process for showing the property and doing the necessary repairs even longer. We had already postponed showings 2 times based on the word that the tenants would be out and were gone and they were not.Once we got into the property damages were discovered. We sent the tenants a letter along with the Security Deposit Settlement (which I have attached) and copies of the pictures that we had taken. This explained everything that was deducted from their deposit. As of this date, the letter has not been returned which means that they have received the letter. We have pictures to substantiate the deductions, which exceeded the Security Deposit. The owner doubts that he will ever be repaid. [redacted] is more than welcome to come by the office and view the pictures. If you need me to send copies I can. [redacted] did call the office to speak to us and left a message and we did call her back and never heard back from her.I am sorry that she is upset and stating the things that she has. I always thought we had a positive working relationship, until now. I tried to accomodate all of her requests during the time that she lived in the property and I don't feel that she was mistreated at all, I feel just the opposite.