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BBB Accredited Business sinceAdditional Locations
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This company offers management services for properties owned by the company, apartment houses, office warehouses, duplexes and homes.
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A BBB Accredited Business since
BBB has determined that Sterling Management Corp. Of VA. LLC meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
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Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||2|
|Total Closed Complaints||2|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||1|
Type of Entity
Business ManagementMs. Emily Sterling, C.E.O. Mr. Josh Bilder, Vice President
Property Management Apartments Residential Property Managers (NAICS: 531311)
Customer Review Rating plus BBB Rating Summary
BBB Customer Review Rating plus BBB Rating Overview
17 S. Belmont Ave.
Richmond, VA 23221 (804) 359-5018 (804) 359-5019 Directions
P. O. Box 14690
Richmond, VA 23221
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Additional Phone Numbers
- (804) 359-5019(Phone)
Complaint Trends - Last 3 Years
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BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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Problems with Product/Service
Read Complaint Details
Complaint: I have been waiting at least two months to have my front door replaced due to damage that was caused by their contractors. They are trying to patch it up instead of fixing it correctly and completely. My bathroom floor needs replacing due to the toilet leaking and causing the floor to become soft and sink in. Something is wrong with the ventalation black ***** comes out of the vents when the heat comes on. I do have bronchitis and im inhaling this debree. It also gets in my nose really bad, as well as all over the walls and any clothing that is white in color. I have emailed the company several times and spoke with their leasing management as well as maintenance. To no evail they continue to do work in vacant units while i continue to be put on hold and pay my rent without delay. It saddens me to have to go this far; however right is right and wrong is wrong. I am a human being and should not be treated like this. At no point and time are they compensating on my rent for this. My electric bill is going up due to the cold air that comes in door. All im asking is to repair the things properly and not do patch work. I have been a tenant at this property since 2009.
Desired Settlement: My desired outcome is to have these issues taken care of promptly,completely, and correctly. Not patched up or pieced together from parts out of empty units. To be treated with some respect and responded to accordingly.
We started a renovation at the property this summer. Everyone has new windows and a new roof. Now we are starting with renovating the empty apartments.
Better Business Bureau:
Consumer Response: *** ****** contacted the BBB and stated the floor has been taken car of and finished but no one has addressed her issue with the door or the vents that are still putting out black smoke.
Business Response: BBB spoke with the business. The customer's door has had installation installed and weather stripping applied to the door as well as the door being adjusted. The business has not been contacted by the customer further about this issue.
Problems with Product/Service
Read Complaint Details
Complaint: My air conditioning unit began to malfunction and leak in mid-May. The management company repeatedly told me the problem was "fixed" but every time I went home the air conditioning still did not work and the leaking became so bad, the entire hallway floor squished and water pooled on top of the floor boards. Three weeks later, the air conditioning started to function properly, but the leaking was still an issue. The entire hallway floor from my bedroom to the dining room had to be pulled up. More than six weeks later - there is still no flooring in the hallway. A cabinet in the kitchen had to be taken out in order to add a new pipe through my bedroom closet so the A/C unit does not leak onto the floor. The cabinet was not installed properly and is a different color than the rest of the kitchen. I was told twice by the management company that this would be painted over and new molding would be installed to make the cabinet look appropriate. That work (more than two weeks later) is still yet to be done. Also - last summer (July of 2013) my bathroom ceiling started to leak. The problem was finally resolved after two months, but the ceiling was never repainted. The property management company stated this would be completed when the cabinet in the kitchen was painted - but since I am still waiting on that work to be done, the ceiling is also still waiting to be complete.
Desired Settlement: The property management company is always quick to answer my emails and phone calls. What I am dissatisfied with is the result. I am continually told action will be taken and then I have to continually follow up when it is not. The most recent example occurred this week when I asked if a date for the flooring had been set. I was told this Thursday (July 10th). I emailed again today to try to find out the time so I could be present for the work and then was told the flooring would be taken care of the 17th, not the 10th. Last month the management company made an attempt to give me a two week discount on my rent for my inconvenience, which is appreciated - but I would much prefer the work be done instead. I have no floor, uneven cabinetry, an unpainted bathroom ceiling, and a pile of flooring waiting to be installed sitting in the middle of my living room. It is not a comfortable environment to live in at all.
We were very sorry that our tenant was inconvenienced and we are also sorry we couldn't have completed this sooner. That is why we gave her 2 weeks credit on her rent.
Unfortunately, she had a serious plumbing problem in her apartment that caused multiple issues. A water pipe burst under the concrete sub-floor of the unit. To avoid having to rip up the concrete floor, we had to redo the pipe in a concealed area in the closet and box it in.
Before we realized that it was a broken pipe under the concrete, we called an outside company in to assess and fix the issue. When they couldn't figure out how to handle the pipe under the concrete, we had to take over and create a solution.
When the pipe broke it caused leaking and some water damage in the kitchen, hallway, and part of the living area. A portion of the floor had to be removed because the floor was wood laminate and that product doesn't survive water damage.
The tenant had a small wooden cabinet in the kitchen that we replaced and painted white.
We were planning to have our maintenance men replace the section of the laminate floor, but we decided instead to have ****** installers do it. That did put us back about a week or more waiting for*****. But we wanted to make sure it was done properly. Because of the laminate product , ***** delivered the flooring first and waited until it had time to acclimate to the room temperature.
As of now we have completed all tasks except the painting of the bathroom ceiling. The ceiling is plastered, so repairing that was also a process that took awhile. I plan to do final paint on that tomorrow. I am sorry this turned into a long process and became an issue. It was not an easy fix as you can see, and we kept in contact with our tenant thru the whole process so she wouldn't be frustrated.
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Customer Reviews Summary