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:12/17/2024

  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.

  Claim Number: 5027494339-1 **************************************** Mountain Stay ********, LLC: ***********- ******* ******* ***************************** I signed a lease for a rented apartment and upon moving in, there was a kitchen fire, which, during the first two months of the lease, prevented me from living there while the restoration company was rebuilding the kitchen and repainting the unit. I stayed in a hotel and was also charged rent for the period of time the unit was uninhabitable. I have been learning about Colorado tenancy laws and realized that their demand for rent during this period of time, violates Colorado's Warranty of Habitability laws. The water was turned off, the power was turned off, my unit was literally a construction scene and I have since notified the property management company of this. After weeks of ignored phone calls, text messages and email inquiries by me, *****, the Manager at Sunnyside Property Management, returned my call. I explained that I was paying rent during this period. ***** and I spoke about how I paid rent and the owners of the property may have also collected the loss of rent coverage on their policy. ***** agreed with me that I the two months that I paid rent during this period could be applied to future rent payments and that I was two months ahead of schedule, but also mentioned that he would need to speak with the owners of the property. I have recently begun to receive communication in the form of email for payments due on my account and everytime I call in to speak with someone about this, no one seems to be available to take my call. I need some help so that my tenancy rights are not violated and I am not taken advantage of.

  

  Business Response

  Date: 12/24/2024

  Dear ******* W/ BBB,
  Claim # **********-1
                  In answer to ****** *******, resident of Sunnyside Property Management; The fire in Mrs.******* **** was caused by her negligence due to items left on her stove and the stove on unattended. The damage to the **** needed extensive repair. Most importantly, no one was hurt in this fire.
  We have talked in detail regarding the insurance claim and due to her paying her rent, there was no rent loss to the property that could be claimed. She did say her renters insurance policy,which she is also employed at, would be covering her losses. We have talked about helping her through this process. In fact, I have tried to contact her on numerous occasions, but her voicemail was full. I then came to find out that she was vacationing out of the country and could not be reached. Since this time,we have talked, and she has agreed to pay her outstanding balance owed to the property.  We wish to express a thank you to Mrs. ******* and are extremely grateful that no one was hurt due to the fire.
  Please feel free to reach out with any questions.
  Thank you
  -***** ****
  Sunnyside Property Management. 

  Customer Answer

  Date: 01/08/2025

  My complaint was not resolved. The property that I live at was sold to a new owner who fired the management company. This was something I know Sunnyside was anticipating, and why they threatened to evict me. For fear of damaging my record, I paid the two months that I was withholding for fear of eviction. They used this as a scare tactic, as they knew that they would not be around to manage nor evict me in the process. I had a conversation with *****, the owner of Sunnyside and he outright said that the previous owners of the property would come after him for the two months rent that I was withholding. The problem here is that I specifically asked if I needed to pay rent during the period of time that I was literally not allowed on the premises because my unit was a construction zone. I am unsure what I need to do to get my money back from them at this point. If you can help me try to figure this out without having to take him to small claims court, I would be grateful. Sunnysides demand of my rent during a period of absolute uninhabitability violates so many Colorado tenancy laws and frankly the scare tactics used in this scenario are absurd. I need help for resolution to this issue, as I want to ensure that the company be held accountable for their actions and hopefully they will not take advantage of another tenant in the future. Please help advise me on what to do.
  
  Regards,
  ******

  

  Business Response

  Date: 01/16/2025

  Good afternoon *******, 

  I hope this email find you well. Please see my previous response regarding ******;

   In answer to ****** *******, resident of Sunnyside Property Management; The fire in Mrs. ******* unit was caused by her negligence due to items left on her stove and the stove on unattended. The damage to the unit needed extensive repair. Most importantly, no one was hurt in this fire.
  We have talked in detail regarding the insurance claim and due to her paying her rent, there was no rent loss to the property that could be claimed. She did say her renters insurance policy, which she is also employed at, would be covering her losses. We have talked about helping her through this process. In fact, I have tried to contact her on numerous occasions, but her voicemail was full. I then came to find out that she was vacationing out of the country and could not be reached. Since this time, we have talked, and she has agreed to pay her outstanding balance owed to the property.  We wish to express a thank you to Mrs. ******* and are extremely grateful that no one was hurt due to the fire.
  

  Please feel free to reach out with any questions.

  Thank you
  -***** ****
  Sunnyside Property Management. 

  Customer Answer

  Date: 01/16/2025

   
  Complaint: 22696922
  
  I am rejecting this response because: My problem stems from the fact that I was told that I needed to pay rent during the period of time that I was unable to live on the premises. The blatant disregard for tenancy rights and laws in ********, and for fear of my losing my residence, was the only reason that I continued to pay. Again, upon asking that I needed to pay rent during the period of time that the dwelling was uninhabitable, I was told that I was mandated to continue to pay rent. The owner's could have and likely still can make a claim for their lost income on their master policy but the problem here is that I was mandated to pay rent for a period of nearly 90 days during which time, my unit was uninhabitable. The insurance is there to help facilitate owners of properties from having to incur a loss of income, as the property management company should have never demanded rent from me during this period of time. *****, then threatened eviction as I began to step up and hold them accountable for their demand of rent that was unlawful. They knew the property was being sold and that they were going to be asked not to represent the property as the management company. When I came back from vacation, I came back to an eviction notice, and therefore, in order to not be evicted from the unit, I made a payment in hopes that I would not have to bring this to court to collect on their debt to me nor to face a potential eviction on my record, as well as the obvious, I needed a place to live. I will not accept anything less than repayment for funds the company is indebted to me for as well as some accountability for this company's blatant disregard to Colorado tenancy laws. 
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:05/09/2024

  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 was living at one of their rental properties and Ive been telling them since January December that they place was smelling like mold and wet wood never did anything about it until I did another maintenance request because the windows were foggy. They came and fix the leak and there was mold everywhere every single room. Weve been living in this house with mold in it and then the management disrespects me tells me to shut up yells at me all because I told him about mold and now theyre mad at me.

  

  Business Response

  Date: 05/13/2024

  To whom it may concern,
  *********************** is a resident at a property Sunnyside manages. ****** submitted a work order on 1.25.24 stating downstairs bathroom smells like mold. Sunnyside rep ******* from our office inspected 1.25.24 and did not find any issues. 2.1.24, ****** sends in a second Work order stating, it is starting to smell like wet wood in the house. Sunnyside rep **** went to inspect the property 2.1.24 and found a small amount of mold under a baseboard on the wall shared with the shower. The leak was determined to be a leak from the shower area into the wall. Remediation of the area started 2.2.24 and was completed on 2.6.24.
  ****** then reported on 4.29.2024 The house smells like theres wet wood somewhere and the windows are constantly foggy. Sunnyside maintenance inspected the property the same day and found a water leak in the crawlspace. Maintenance fixed the water leak and found growth in the crawlspace. We isolated the crawlspace and tested for mold. The test returned showing Cladosporium, a non-toxic Mold, in the crawlspace. Sunnyside rep **** contacted ****** on Friday 5.3.24 to discuss the test results and what to do next. ****** mentioned that she was going to be moving into a new house soon and wanted to wait till Monday 5.6.24 because that is when she will hear from her landlord about when she can move in. Sunnyside rep **** mentioned that we have a vacant house.
  On Monday 5.6.24 ****** called demanding she be provided with a hotel room. Sunnyside rep **** mentioned again that we have a vacant house nearby, but ****** refused this request and only would accept a hotel room. Sunnyside rep **** then had a hotel room booked for ****** by 3pm that afternoon. Tuesday 5.7.24 **** and Maintenance met at the property to begin remediation and ****** was in the property trying to pack all her belongings and move them out. She was then requested to be out by 12noon to move all her stuff before the area was contained and she will not be able to access. We began remediation just after noon on Tuesday 5.7.24. Remediation is still underway.  

• Initial Complaint

  Date:09/29/2023

  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.

  ******* property management corporations have taken advantage of the housing crisis and exploited their tenants. Between disregard for repairs, taking advantage of the housing shortage (caused by the ******** fire) raising rents at the tune of $400 a month, and charging exorbitant amounts for cleaning and painting upon move out, these guys are criminals. Reviews on ****** and Yelp show its a widespread practice of taking full advantage of a vulnerable population. Each review states the same thing, overcharging at move out.With a housing shortage on top of an affordable housing shortage, these companies hold all the power with complete disregard, other than their profit margins. Its repulsive and goes against everything ******* stands for. My roommates and I will be fighting a $10,000 move-out charge in court. Has anyone ever paid $1600 for a maid service after the house was deep cleaned by the tenants? Has anyone ever paid $1600 for a maid service even if it wasnt cleaned by the tenants? This is a scam and needs attention.

  

  Business Response

  Date: 10/24/2023

  Good afternoon *******, 

  Thank you for sending this over. The situation with *********************** has a long history. However, first I would like to address the complaint it's self. Who is "******* property management corporations"? It sounds like she is just making a general complaint about all property managers and not Sunnyside specifically. 

  Residing in the property was ***********************, *************************** (*****s son) & *********************. The lease started on 7/5/2019. Because of this, I'm not sure what ***** is talking about taking advantage of people from the ******** fire as the fire didn't happen until 12.30.2021, so this did not impact her housing at all. Any rent increases that they experienced was from natural market increase from the area and was not disproportionate by any means, In fact they were given lower rents for their renewals than the market would have allowed. 

  *****, ******* and ****** had multiple animals as ******" that unfortunately did lots of damage to the house including urinating all over the carpet in the house. We attempted to clean the carpet to remove the smell, but that did not work. This is specified in the lease section 1.5 Paragraph 7: "TENANT(S) AGREES TO PAY FOR *************************** OF CARPETING BY A CONTRACTOR SELECTED BY LANDLORD AT LEASE END." Due to the carpet cleaning not working to get the smell out we were required to replace the carpet to get rid of the smell. Replacement of the carpet is specified in the animal addendum "This deposit does not limit the tenants liability, and in the event repair or cleaning in excess of the above amount is required, tenant agrees to pay all the costs in excess of the additional deposit. In the event the deposit amount is not sufficient to cover these costs, Sunnyside Property Management may use the remainder of the security deposit to pay for damages or cleaning caused by the animal/pet(s). Such additional costs include, but are not limited to, the replacement costs installed, minus depreciation, of carpets, drapes, pad, woodwork, screens, doors, and landscaping of the property caused by destruction or bodily elimination.  Tenant agrees to pay for a black light inspection during the carpet cleaning process. All pet fur must be removed from carpeting, window coverings, and other surfaces when Tenant vacates."

  Unfortunately, the cleaning in the house was minimal. Deep cleaning of all bathrooms, kitchen and most of the house was required. Additional cleaning of all appliances was needed. Dirty baseboards and food debris on walls throughout the house. Hair is found in almost every bathroom. Black markings on most doors from dirty hands. Animal Hair was found throughout the house as well. 

  ***** did request a review of the security deposit and were were able to adjust some of the cost out of good faith for her. 

  In conclusion, I'm unable to understand what the actual complaint is? It seems like general complaining about move out charges. 

• Initial Complaint

  Date:09/27/2023

  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 leased a rental unit in ******* ** over the last year. I noticed on ****** the company had bad reviews, with consistent complaints that Sunnyside unjustly took tenants' security deposits. I knew that my housemate and would be upstanding tenants, and guessed that the complaints online might only reflect those that were spurned. My assumptions were incorrect. Sunnyside steals security deposits of even the most responsible tenants.Sunnyside charged us over $1,700 for an apartment we left in better condition that when we moved in. $320 of this was warranted, as the lease specified there would be a carpet cleaning fee. The remainder of the charges were completely spurious. - We were charged $50 to replace the dead bolt. We returned all keys and the dead bolt worked perfectly. This was the only way to lock the front door, so the lock not working would be a huge safety concern if it were actually broken.- We were charged $450 for an unspecified cleaning fee. The apartment was left in pristine condition. - We were charged $600 for maintenance. The fees here included: re-caulking the bathtub, replacing expired smoke detectors, replacing a toilet seat, tightening a valve under a sink, replacing an old washer in one of the toilets, and other spurious charges. These are clearly charges that reflect 'general wear and tear,' responsible to be paid by the property managers. Sunnyside shamelessly tried to pass the charges on to us. - $150 painting fee to tough up paint in unspecified locations. - $10 certified mail charge. For us to pay for the sending of the document in which they were notifying us they were taking our security deposit. Sunnyside is a predatory property manager, unjustly charging tenants for a litany of bogus fees and maintenance costs. Avoid doing business with them.

  

  Business Response

  Date: 11/08/2023

  Good afternoon, ************** rented a property from Sunnyside Property Management. His review of our company is not a proper representation of the situation. If I may clarify, ****** did submit a dispute form that resulted in additional deposit being returned to him. We explained any charges at were retained. First, the $50 charge for the lock change is specified in his lease agreement section 1.5 Paragraph 6. The cleaning fee was specified to ******* Unfortunately, it was not cleaned to move in ready status. The maintenance charge was returned to him in full. Lastly, the painting touchup was throughout the house and was simple nail hole patching/painting. This charge is specified in the lease section 1.7 Paragraph 1. ****** is welcome to call our office and speak with us regarding these charges and explanations as to why they are being charged.
  Thank you.
  *****************
  Sunnyside Property Management.

• Initial Complaint

  Date:06/02/2023

  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.

  I am a tenant at **************************************************************. Sunnyside Property Management is in chargeof our property. Throughout this year and last, I spent money on our property's washing/dryer machines that did not wash or dry my clothes. This happened 16 times. Each time this occurred, I filed a verbalcomplaint over the phone with Sunnyside Property Management. I was told each time that the machineswere either "working" or "recently fixed" so I would attempt to wash my clothes again only to have mymoney taken again with no service provided. Every individual that I talked to at Sunnyside refused toissue me a written policy on collecting refunds for services that were not rendered. I made countlessrequests to either determine the refund policy or get my money back. I received a call from one of theirworkers accusing me of breaking the machines, yet no proof was provided. After a while, SunnysideProperty Management stopped communicating with me. I have not been able to do laundry on theproperty for months. After much verbal and written communication, I told them I was willing to take thiscomplaint to **** (5/12/23). An employee immediately called me back sounding nervous and asked **** send laundry receipts to be reimbursed. I sent the receipts through email that same day (5/12/23) andLaura (Sunnyside employee) confirmed receipt of said email through her response. Since then, I have notreceived reimbursement for my lost money and Sunnyside Property Management refuses to communicatewith me. This same issue has happened to over 15 tenants on our property, yet they only had verbalcommunication, not written. I understand I may not be able to file complaints on their behalf, but I havemade every attempt to provide and receive written communication with Sunnyside Property Management.On several occasions, their employees hung up on me once I told them my name and the reason for mycall. They refuse to issue me a written clarification on the policy and now will not answer my calls. I amworried that this behavior will continue with future tenants considering how constant it has been. I don'tcare as much about the refund, but the fact that they refuse to communicate with their tenants andrefuse to provide any written clarification on their property policies. For reference, this property isoccupied by college students, who often do not know how to report these things or collect writtendocumentation. Sunnyside Property Management has seemingly been taking advantage of collegestudents through these unfair practices and constant refusal to communicate with their tenants.

  

  Business Response

  Date: 06/09/2023

  Good Morning,

  Please see attached response. If you have any questions please free to call our owner ******************* at ************

  Thanks You

  Sunnyside 

  Customer Answer

  Date: 06/14/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************************