Complaints

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:07/30/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The owner of our house uses sandstone as their management company we have lived here over 2 yrs an always paid the maintenance man or girlfriend every month up until these last couple months we dnt know what’s going on we got a letter saying they were taking over and to call we did found out that we owe 4000+ dollars and that our rent in their portal was 600 we have been paying 800 since we moved here we tell them that’s impossible we have paid every month since we lived here they said the Accounts were a mess an to let them have max give us a call an he called let us know that **** had been stealing money but he was out the country an probably not returning due to the amount of trouble he was in behind this mess he caused and they were looking into it an send anything that reflects what we paid we sent my husbands Pymt record in an it was over 2000 we split so mines would be the same he said ok just if you have anything else send it sandstone now wood creek reality there has been no real communication I sent a message no response for 30days an what I got was do I have a lease that is reflected that my lease was written up by who he says was stealing money why would it say 600 again no response that was 6/27 an they dnt even have a proper lease for us because we had to give the secretary there all of the information me that’s it not my kids husband nothing but he said the owner told him it was 800 he lives in a whole different state now the portal says 800 and that’s what we owe **** said that he sent over the portal information to them so how would there be such a big discrepancy then abt weather it’s 600 or 800 we would’ve paid over 1700 to this man it’s shady they can’t get him so they want us no way owing that kind of money would we have not been EVICTED by now reaching out is them sending a text with a number that NO ONE ANSWERS and you can’t talk to the lady there because she’s RUDE AS HELL so now we possibly face an evection and it’s not our fault

  

  Business Response

  Date: 07/31/2025

  Hello, We did just take over this property from an out of state investor. Previously he had a local person in charge of these properties regarding maintenance and rent collections.   When we took over we were told the rent for ******* ******** was $800 a month and that she owed $3400 . We do not know anything about the previous manager running off with funds, or we have no proof of this.. We have asked ******* to show us proof of payment and we would be happy to address this with the owner.  To my knowledge , no proof has been provided.  In addition to this, they have not paid us any rent for June or July.  If indeed they always paid their rent in the past, why would they not pay it for the past two months, they have not paid a dime.  We did inform the tenants to just pay June and July and we would continue to work with them and the owner to sort out past due rent ...   Thank You 

  Customer Answer

  Date: 07/31/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  ******* ********
  
  
  
  
  
  
  
  
  
   

• Initial Complaint

  Date:08/30/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The dates shown in the picture are all payments made to ********* *******/****** ***** ******** *********** If you view the bottom section it's shows I was paid out an amount of 713.00 for my security deposit which I have yet to receive, Ive made multiple attempts to contact management, the secretary can seem to tell me when it was mailed or where it was mailed to even tho I requested to pick it up upon the time the check was printed. They also didn't send it to me within the 30 days I was supposed to receive it. They claim it was a mailing issue but I moved from one of there properties being *** * **** ** ****** **** ***** to *** * **** ** ****** **** *****, I have no idea why they would mail my security deposit to mail last address knowing I moved to ANOTHER one of there properties. I've had no success I've reached out to everyone I had access to with no success and would like what's entitled to me.

  

  Business Response

  Date: 09/10/2024

  Hello, there were a few issues holding up the SD , one being the address and the other being that the tenant did not pay the SD.  Catholic Charites actually paid the SD and we were waiting on confirmation from them on if we should give them the money back..  We did do a reprint of the lost check to the tenant, he has received the funds that Catholic Charites paid on his behalf.. Thank You  

• Initial Complaint

  Date:09/18/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Paid the application fee if $40 in July. I've applied to multiple properties they managed but I'm denied for reasons concerning my rental history and credit.
  Since July my credit, finances and income has changed but they refuse to call or email me back to get it updated. I've tried multiple times to contact with no response back. Sandstone manages so many properties in Lorain county I need this to be fixed so I can reapply or apply for other properties. Instead of contacting me back I will be forced to pay another application cost when it's finally passed time for holding said information. I need to find another place to move asap and cannot get a response. This is poor business practice and surely is costing people in desperate need for housing absolute distress.

  

  Business Response

  Date: 09/18/2023

  Hello, Applicant ******* ****** was denied and is not eligible to rent from Sandstone at this time based on information obtained during our background check. She was notified on Sept 6th and this decision stands. Thank You 

  Customer Answer

  Date: 09/21/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]

   

  This company needs to practice better business.  People in need of housing depend on this company to be professional.    They would not allow me to update my application information or let me reapply for other homes after they denied me. They collect money and do not respond again after they deny you for rentals. They ensured in emails i could apply for more than one, one time at a time.  After multiple attempts to update it, here we are. I would like them simply make them aware of the issues,  hold them accountable and fix it before they hinder anyone else in a desperate situation.  
  
  
  
  Regards,
  
  
  
  ******* ******
  
  
  
  
  
  
  
  
  
   

• Initial Complaint

  Date:06/13/2023

  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 moved out of **** **** **** *** ****** **** ***** on May 5th 2023 I do not have a lease and I do not owe sandstone realty for the month of May 2023. They were given a handwritten letter of my notice to vacate the property and I personally delivered to their door myself to ensure delivery and have pictures with time and date stamps for proof. Sandstone has another pending better business bureau complaint I submitted that they still have not responded too in regards to my move out notice and using my security deposit for last months rent and if they claim any other fees I stated we will go to small claims court. This complaint is in regards to sandstone continuing to charge me for a property I vacated and do not have a lease for. Adding up late fees, cat fees, etc. Sandstone needs to promptly correct the billing situation and show up at the office and view the notice to vacate the property due to their inability to control other tenants and allowing me to be harassed daily not providing me with a safe living environment. I paid my security deposit as well as a pet deposit. The pet deposit covers the “carpet cleaning” sandstone thinks I’m paying for and I also have pictures when I originally moved in and when I moved out and I left the home as clean as it was given to me and they are trying to charge me a “cleaning” fee as well. I do not owe for the month of May 2023, the security deposit was for April 2023 rent which still shows on my statement along with the carpet cleaning and apartment cleaning covered in my pet deposit. They are fraudulently charging me for costs that have been covered and not responding to better business bureau complaints, calls, letters or texts.

  

  Business Response

  Date: 06/28/2023

  Hello, ****** ***** was under a lease. As stated in her signed lease agreement , Section 1.2 - Lease Duration  - Her lease converted to a month to month tenancy and all provisions of the lease remain.   Section 3.6  Move Out -States - Tenant shall give Owner/Agent a written notice with your intent to vacate 60 days prior to the date of expiration.  ****** delivered a notice to vacate on 5-3-2023 and turned in her keys on 5-8-23 . She did not follow the lease requirements and is being charged for April's rent which she did not pay and was clearly still living at the property and is also being charged rent for May . Her security deposit of $595 is being applied to her balance , the remainder is her responsibility to pay. We also have pics and video regarding the condition of the unit before she moved in and how she left if. We will be glad to present these in court. Thank You

  Customer Answer

  Date: 07/03/2023

  Better Business Bureau:??I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.??Sandstone Realty is the most unprofessional company, they are shady and downright liars. I have proof from the online tenant portal there is no lease for me, as well as a discussion with a sandstone realty employee telling me the owner of the home was not renewing the lease for me that it would be month month. I have legitimate proof that sandstone is making fraudulent allegations against me and fraudulently trying to collect money from me I do not owe them because I was a month to month tenant. I provided 3 screenshots above to prove the truth. So please sandstone, let’s start hearing the truth from you now.  
  I moved out 05/05/2023 on a MONTH TO MONTH WITH NO LEASE, the security deposit was the last months rent and the pet deposit covers the carpet in sandstones ridiculous example of a move out cleaning charge. I still have my before and after pictures of the property. 
  ??Regards,??****** *****

• Initial Complaint

  Date:04/21/2023

  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.

  We rented from Sandstone about February of 2022. When we first moved in, things were already going awry. The staff in the office neglected to tell us that we had to set up our light and gas services until the day of us coming to the office for the keys. Upon which they wouldn’t give us the keys until we had the services set up. Which was made very difficult and wasted three hours of our moving time because the staff in the office kept providing us with the wrong information and was getting frustrated with us when we kept asking if the information was correct. After those three hours, we were finally able to move in. When we first got here, our neighbor seemed nice at first. Until we discovered that she was very rude and dismissive towards us even when we came to her nicely. It started with her allowing her company to park in our parking spot in which we didn’t appreciate because we pay for that spot. Then in started with loud partying and constant slamming of the back doors to where we couldn’t even get proper sleep on the weekdays. We tried to contact Sandstone and have the situation rectified, but they were rude and dismissive as well. Not only did they tell us that noise complaints weren’t in the lease, but someone named *** was very condescending towards us about our concerns on the grounds that she “pays rent on time.” I don’t know what rent has to do with three police cars and an ambulance showing up to the house after her and her company got so wild that they showed up in the first place, but it was very unprofessional in my opinion. It felt like he basically in more less ways said screw us because she pays rent on time. Which I wasn’t aware was allowed at all in tenant/rental property companies. It’s gotten to the point where she has left alcohol cans on our steps and my husband nearly broke his neck. Which they also did nothing about. This whole experience has been terrible. I wouldn’t wish this on anyone. We can’t live peacefully and they’ve been no help.

  

  Business Response

  Date: 04/24/2023

  Hello, When an approved applicant brings a deposit to hold a unit, they sign a form stating that they must have the utilities in their name prior to moving in. We have the form and their signatures on the form. Our front office always informs each person , I apologize if that was somehow missed. We cannot allow a tenant to move into a property until they have established utilities in their name. It would make no sense to move into a unit without doing so, the owner is not going to pay for the utilities.  As far as providing pictures of the police or an ambulance at the property, there is no way a property management company can control these scenarios. If they feel that the other tenants are breaking the law in someway, they need to contact a law enforcement agency, they are equipped to handle these matters .  We are not a law enforcement agency and there is no way we can monitor parking 24 hrs. a day.   Thank You 

• Initial Complaint

  Date:01/26/2023

  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 rented with sandstone and the experience was horrible. They don’t communicate with you properly and there was so many issues they either took their time sending someone out to fix or didn’t fix at all. It started with the floors I made a verbal complaint about the floors prior to moving in and they said they would fix it. Then when I moved in I made a maintenance request like they said I received a message saying they weren’t going to fix the holes on the floor and the pieces of metal that were nailed down but had sharp pieces sticking up. After several of our feet were cut by them I started to tape padding over it so we wouldn’t get hurt again. Then it was the furnace and the power going out. For the furnace it wasn’t treated as an emergency and it was cold. The power going out the maintenance person told me the wiring was messed up and if it kept happening to go downstairs and flip the switches on the panel. Then there was an issue with mice coming in the house. They were in the ceiling and walls. Yes the exterminator came out several times but the first few times it was just to treat my unit and the basement not the upstairs. Then he came months later to treat upstairs and they started being back in my unit. Then I would hear some in the ceiling and walls scratching. Then I had an issue where my sink was leaking and it made the board behind the sink loose and it took forever before they had someone fix the board. Then the ceiling in the kitchen was leaking. I put in the work order and the lady who handles them took forever to put it in because she said she couldn’t figure how it was leaking. It still was never fixed when I moved out. Then when I was going to rent with them again, I got approved without a co-signer and retracted the approvaI with no explanation when I asked. They lied and refused to communicate with me about my deposit and made up charges to keep my deposit with no proof/receipts. I called, left messages and sent several emails and no response.

  

  Business Response

  Date: 02/27/2023

  Hello,  So I went back and reviewed every text from **** and every service call, and there are no service calls for metal sticking up , I also reviewed the pictures and video we had prior to **** moving in and could not find any metal sticking up . We would not rent a unit with metal sticking up that could cut someone.  As far as holes in the floor, I saw a service call from **** where she said she fell onto the bed and it went through the floor causing a hole.  There were service calls put in for Mice and for no heat . Those calls were all responded to in a timely manner. I also have the disposition letter showing what the tenant was charged for as well as pictures of before and after to show you why she was charged these things.  The owner had to pay over $2500 just to get the unit back to rent ready condition, tenant was charged $1,010.00 .  This tenant was approved to rent off of Sandstone with a Cosigner only.. When **** requested to move, the cosigner contacted us and asked to be removed and said she would no longer be a cosigner for **** , this is why she was not approved to rent another unit. Please let me know what documents you would like to see and I will share what I can. Thank You 

  

  Business Response

  Date: 03/29/2023

  Hello, I need an email to send the move out report and pictures too please.. I have tried several times to attach them to this response and it says too large to send. I can only send a few before pictures.  Thank You 

  Customer Answer

  Date: 03/29/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  **** *****
  
  
  
  
  
  
  
  So here is documentation about the refrigerator and the floors and a video of the floor before I moved in. Along with the cabinets how they were when I went to see the house. Walls being painted is considered normal wear and tear. You would paint them between tenants. Along with the appliances being cleaned as well. The floor would be normal wear and tear because who in the world paints a floor that has to be cleaned. I made sure to sweep and mop the whole house the only thing I should have been charged for was removal of that frame but that is all. Also Paul you wanted to keep mentioning my cosigner. I had my cosigner call you all in august to take herself off the account. Whoever she spoke to told her they did so. So when I applied for the Lorain place there shouldn't have been a cosigner in the system. I got approved without a cosigner like I said. Then if you didn't take her off like you said but attached her again without her permission that is a you all problem for lying and doing sneaky stuff. As a matter of fact after I got approved I had my cosigner call back to make sure you all weren't trying to be slick with her information. 
  
   

• Initial Complaint

  Date:01/03/2023

  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 December 30, 2022 I received the keys to Sandstone Reality property, and than on December 31, 2022 me and my family is schedule to move in to our new home. We get to the property approximately 2:30pm a gush of water was coming from the ceiling and flooding the living room and basement, ceiling fell, paint pealing from the walls ceiling in the basement bath room caved in. My family was not able to move in into the property at all, and no one is returning my call or trying to help so I can get my security deposit and first month rent back. The property is not livable and I can not bring children in the home because of the flooding and possible mildew.

  

  Business Response

  Date: 01/06/2023

  Hello , We had no idea that a pipe has frozen, we did an inspection prior to giving the tenant the keys and everything was good. We had some of the coldest weather we have seen in this area in a long time and the furnace went out causing pipes to freeze overnight.  We have contacted the tenants and made arrangements for them to come in and pick up their deposit and 1st month rent, full refund. Thank You