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:07/07/2025

  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 A/C has been out for 5 days. It went out Thursday evening and the next day was July 4th so I thought I would stick it out so no one had to work during a holiday weekend. On that Sunday, I called the office and reported that my A/C was out It specifically explains in their message what a maintenance emergency is....and having your A/C out in 90 degree weather is on the list. The person was quick to call back, but he said it "would be tomorrow since you're in a townhouse and we have to get on the roof and there has to be two people". I asked if they could do that first thing in the morning "tomorrow" which was finally Monday. He said yes. By 10:15am, no one bothered to show up, call or email. I called again and went through the same process. This *** told me something different. It could take up to a week. He said "we use a contractor and it depends on when they can come. They get here when they get here". So which is it? You need two of your own men to get on a ladder, or you use a contractor that comes when they want to, but within a week. This is an apartment community. It's what they do, provide service and repairs. Why would you say having no air is an emergency and they saying you have a contractor who will get their when they get there and it could take up to a week? Further, they have no idea what health conditions I may have that could cause a heat stroke or something else? will understand that having your A/C out for days and days (with pets inside too) is something they should prioritize. This is not just bad customer service or bad business, it's dangerous.

  Business Response

  Date: 07/08/2025

  Waterfront Crossing received a work order request for A/C unit July 6th, (Sunday) 2025. Responded to resident through Resident Portal, work order is still open awaiting parts.

  Assigned to outside contractor to have replaced. Resident was made aware of this by office staff and resident portal. A/C unit is on the roof of building therefore a boom lift is required to 

  install new unit. 

  Thank you,

  *** *********

  Property Manager

  Waterfront Crossing Apts

  Customer Answer

  Date: 07/09/2025

  Complaint: 23566615
  
  I have reviewed the business' response and am rejecting it because:

  I believe the response to be dishonest.  When the maintenance man called me back on Sunday, 7/6/25, he said they couldn't look at it until Monday, 7/7/25.  He said that there had to be two maintenance staff working together when climbing on the roof.  That made sense and I asked if they could come out first thing Monday.  The maintenance man responded yet.  

  If no one ever came out, and no one ever climbed on the roof to see what the issue was, how would they order parts?  Would you just order every part there is for this AC?  That is ridiculous.  When no one called first thing Monday, I contacted them again mid morning and this time, they had a different story.  They  said over the phone to me, they have a contractor who has to repair and they come out when they come out.  It could take a week and they have no control over it.  Also, why wouldn't the maintenance man say he ordered parts?  

  Their response makes it sound like they ordered parts and they are waiting.    If this is the case, why would they say they have a person or contractor that "comes out when they come out?"  Why not say, "We ordered parts?"   I've attached their email responses back to me from yesterday morning and they are clear, it's about the contrator with no ETA.  So, does that mean the parts came in before they responded to you.   They are telling you, the BBB, that they are waiting parts and you can see in the early morning email, it's about a contractor.

  Even if any of what they are saying is true, that is not why the complaint is loedged with the BBB.  I've contacted the BBB and made this complaint because of the "bad business".   It's because it's a known fact that having no A/C in 80+ degree weather is considered an emergency.  If you're an apartment community and this is what you do as an enormous part of your business, (repairs), you should have this completed in a reasonable amount of time.  You should know how to get this done in most cases, and you shouldn't have two different stories that you tell residents; it's confusing and indicates dishonesty.   

  If that isn't possible to fix the air, (having nothing to do with anything else) you should offer the resident other options, such as a hotel.  I'm sure there could be one off situations where a repair could take longer than three days.  However, then as a business, you take accountability, show concern, and come up with an alternate solution.  It's still a huge imposition due to pets and a medical condition, getting meals, ect....but it's at least getting the tenant, in this case me, into the A/C.  I also work from home.  I can not go to someone's home, or ********** or the library to cool off.  

  I know that if their office was not air condiditoned for over 3 days, they would not be expected by their employer to work in a 95 degree office.  There would be some sort of solution.  I am asking for them to do better.  I am asking for a reasonable solution. 

  I contacted the BBB due to the lack of concern during an emergency and not fixing the air within a reasonable amount of time.  Their response, while not even true, doesn't change anything.  

  I am attaching the documentation I have so far.  I emailed them a follow up yesterday and they have stopped communicating with me.  They had more than 1/2 business day to respond and did not.  Again, really bad business.  

  
  
  Sincerely,
  
  **** ******

  Customer Answer

  Date: 07/09/2025

  Just adding documentation

  Business Response

  Date: 07/09/2025

  Sandhurst ******************** must use "APPROVED VENDORS" for any outside work. All current contractors must go through approval process in order for our company to use their specialty work along with approval from Owners.
  As of this morning contractor arrived at 9 am for repairs. Resident must understand we do not have control of outside contractorsschedules. Response and repairs are within 14 days of when request was reported to our office. 
  
  Sincerely, 
  *** *********
  

  Property Manager

  Waterfront Crossing Apts.

• Initial Complaint

  Date:08/30/2024

  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.

  We moved out of an apartment at Waterfront Crossing as of July 17, 2024. On July 30, the move out report included a $25.00 charge for a bathroom cabinet door that was broken. We provided photos of the cabinet door that were taken prior to us moving in showing that the door was broken at that time (prior to us moving in) and requesting that the charge be rescinded. We were told that the move out report was final and the charge could not be rescinded.I have attached a photo of the vanity in question that was taken prior to moving in, the move in report indicating that the vanity door was broken and email correspondence trying to understand why I was being charged $25.00 for something that was already broken when I moved in.We've left several voice mails in addition to follow up emails. I have just received a return phone call from someone else who reiterated that the move out report was final. I asked to whom I could speak to explain why it was appropriate to charge for a problem that existed when I moved in. I was told to send an email. I replied that I have sent multiple unanswered emails already. She had no answer to that.What I would like is the $25.00 that was incorrectly assessed to be refunded.

  Customer Answer

  Date: 09/16/2024

  Dear *** or Madam,

  Thank you for your efforts.  After engaging the BBB as well as the State of *********************************** I did ultimately receive my refund.

  While this situation has certainly been somewhat trying, I did receive the result I was looking for.

  Thanks again,

  *******************

• Initial Complaint

  Date:08/01/2024

  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.

  My ac unit has not functioned properly since moving into the complex in June 2022. I have put in so many work orders. It will work sometimes but never properly. This season for the past week the unit runs 24 hours a day without ever shutting off. The unit never cools to the temperature that the thermostat is set to. If it actually gets to the temp it is set to the unit still never shuts off. Maintenance says that is normal. They have come to service the unit they say but there is no change in how the unit functions. They dismiss my concerns about the unit taking over 48 hours to cool my apartment down even on degree. I would like the unit either fixed properly or replaced. There is a sticker on the inside HV** unit that says *********************************************** the apartment. I have already had to change my electric billing to budget billed as the ** issue running constantly has made my electric bill jump to well over 200 per month during the summer. I pay my rent in a timely manner and they are supposed to maintain the unit. I feel that they are not holding up their part of maintenance.

  Business Response

  Date: 11/25/2024

  A/C repair was done on 9/27/2024 the condenser fan was replaced. Resident hasn't been running, not turned on.

• Initial Complaint

  Date:06/05/2023

  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.

  They are trying to claim that they paid the electric through ****** from March to May, when I have receipts that I have paid it. The amount they are charging me is for $155.23. There are other predatory charges that I'd like to dispute, but this is the major one I am concerned about and if they paid me back this one, on top of the other money they said they would return which they have not, I would drop the other issues they have caused.

  Business Response

  Date: 06/06/2023

  Resident was charged a vacant electric fee for not having electric in her name as of March 19 ,2023 through March 27th, 2023, so therefore she was also charged for those days of electric usage.

  Ms. ******** did have her electric put back in her name as of March 27th, 2023. Resident moved out on May 19th, 2023 and was charged on her final account statement.

  Information was verified with ****** Electric, and we are waiting for an email back from them with this information. 

  Thank you,

  *** *********
  
  

  Customer Answer

  Date: 06/08/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  Yes, I understand that, but I was charged electric from March 28th through May 19th, which you said right there you confirmed that I paid to ******, and I would like that money back as I already paid it to ******. Thanks! I will be satisfied with this response when I receive my $169.70 back from my deposit (which I haven't received back yet) and the $155.23 back from the electric for a total of $324.93.
  
  
  
  
  
  Sincerely,
  
  
  
  ****** ********

• Initial Complaint

  Date:04/13/2023

  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 filed complaint last week for for the plumbing in the kitchen and the ac with the apartment complex. I turned on the AC because it was 79 degrees and the next day it was still 79 degrees. I called them and they asked me if I checked my ac filter, and informed them that it had not been changed when I had first moved in. They informed me that they would be at my apartment by this week and I hoping by tomorrow. I have not heard anything yet. I would like for them to fix the plumbing in the kitchen, ac, and a list of other problems within this apartments.

  Business Response

  Date: 04/14/2023

  In response to this
  complaint, all work order requests are taken care of in a timely fashion and
  are completed in the order received based on severity of the problem. The
  request received for this resident has been addressed and resolved for the plumbing
  in the kitchen; rest button for garbage disposal, completed and is working
  properly. The a/c request for the filter change was completed, a/c was recently
  replaced last year and is working properly. Our maintenance staff work diligently to resolve all work orders as received. 

  Customer Answer

  Date: 04/14/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  The kitchen plumbing was never repaired. It's been a week now without plumbing in the kitchen. The AC thermostat was replaced and the AC still doesn't work. The thermostat wasn't replaced til this evening so they sent that fixed message to you this morning before they ever looked at it.
  
  
  
  
  
  Sincerely,
  
  
  ******* ***

  Business Response

  Date: 04/17/2023

  The thermostat was replaced on Friday the 14th of April for the A/C. And as of today, the A/C transformer was replaced on the circuit board. There are no other issues with the plumbing in the kitchen that we are aware of. (AA Quick - plumbing company came out on April 5th to open the drain for the kitchen back up) Completed no other work order request issued for this issue. 

   

   

   

• Initial Complaint

  Date:09/21/2022

  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've lived in this complex since June 23, 2022 and have had 4 maintenance issues. One with my ice maker which they didn't fix they just came and removed it so I now don't have any ice maker in my refrigerator which was designed to have one! One with my oven I went without a oven for two weeks and finally fixed it myself. One with my dishwasher and that has never been addressed. One with a toilet that keeps running water so it has to be shut off at the valve. Maintenance said they fixed it and closed my work order and the toilet is not fixed. When I speak with the office about this they just say how short handed they are and they will get to things as they can. I pay my rent on time and adhere the the property rules. I want my property to be maintained as per my lease agreement.

  Business Response

  Date: 09/23/2022

  All of the work orders have been completed. The resident was notified that not all fridges will have an icemaker.  They are built to have one but it is an option when it is purchased.  Dishwasher was repaired as well as the toilet.  The resident's stove had an issue with the knob a few weeks ago.  It was a back ordered part through our vendor.  The resident called the office and spoke with Property Manager and said she was able to get the knob herself.  We then informed her we would give her a $100 credit to her if she would purchase the knob. The credit was put on her account a couple of weeks ago. All work orders are complete.   

• Initial Complaint

  Date:09/04/2022

  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.

  In August 2022 the unit was without air during a week when temperatures were over 85 degrees. It is important to note the temperature because the company states that when the temperature is over 85 degrees the work order/ticket will be considered an emergency. I placed multiple work order requests, spoke with the office attendant in person only to learn that the maintenance person was supposed to call me. He did not call me until after hours on the weekend and told me that there are only two people and one is in a hospital and he did not know how to fix the issue. Mind you no one even showed up to see what the problem was or returned my call prior to that. So how would he know? The issue was finally "fixed" around 4pm on a Monday or Tuesday only to go back out a week later.
  
  Now it is day four without air because there is no freon. Someone has to go on the roof to add the freon. I am being told there is only one person on call during the weekend and a second person is needed to hold a ladder. To hold a ladder. This new issue was recognized during the week, the work order was entered and assigned but somehow between Thursday and today (Sunday) they were unable to find a person who works for this company to hold a ladder. Had the true issue been identified and corrected in August there would not be a need for someone to hold a ladder. Now we have to wait until Tuesday because of the holiday for someone to be available to hold a ladder.
  
  The complete disregard for tenants is unacceptable. A person from the office could have held the ladder long enough for the person to reach the roof. I pay almost $2k a month for rent and have paid it on time consistently even though the pool has not been available or the gym sometimes or the laundry facilities. Never once late but they have been consistently late with showing up for their tenants. I have found this company to be non-responsive and lacking care of tenants.

  Business Response

  Date: 09/08/2022

  The resident put in a work order for not having a/c on 8/20 (Saturday).  We had our a/c contractor come out to look at her air conditioner as soon as they were able to come (8/22 Monday).  The determined that the filter just needed to be changed then and we had the filter changed.   The resident put in another request that her a/c was not working (8/29 Monday).  We had the same a/c company out and to take a look again.  They replaced the motor this time (8/30 Tuesday).  The resident put in a work order again stating the the a/c was not working (9/6 Tuesday).  We had our Maintenance Supervisor take a look as soon as he could (9/7 Wednesday).  He replaced the capacitor and it is working well now.  We did not ignore the problem or the resident and did everything we could to fix the issue.  

• Initial Complaint

  Date:08/06/2022

  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.

  Living here the past three years has been a nightmare. My biggest issue right now is they want to charge me an extra $175 on top of the $85 (total $260) to replace the ****** as I did excessive damage. One, I have pictures and the damage is not excessive like a dog chewed up the ******, etc. There are spots by the door leading into dining area that clearly are weather related and wear from living there for three years! I have pictures attached. Also I had a rug outside my door to help with tracking snow and rain, but since this property does not care to keep their breezeways clear it gets dirty and dusty in a week and no one would buy a new rug every week. What is also disturbing is I have had large water leaks one which required someone to snake all above apartment drains onto my kitchen floor leaking into the kitchen under the stove into the ****** in the dining room. I was supposed to have a free ****** cleaning done and contacted the office through the portal and by phone but it was disregarded. When I called to speak to a manager regarding the situation she could only say it doesn’t matter if I was supposed to have a free one. She also stated the amount is higher as the damage is excessive. She did not care to work with me at all. What is insane is the same air conditioning above my unit has leaked every summer because they won’t properly fix it and causes mold and stains. They just paint over it. This summer it was so bad it leaked down the wall onto the ****** and ruined one of my dresses, which I had no choice but to throw away. When I moved stuff out it had this distinct, water/mold smell. I have attached those pictures too. This complex honestly should be torn down and rebuilt. It definitely should be properly inspected too. It is crazy they wanted to increase my rent almost $250 per month when this is only half of it and a major health risk. I am a nursing student trying to pay for school and do not appreciate being taken advantage of as a young adult.

  Business Response

  Date: 08/09/2022

  Per the lease everyone is charged a cleaning fee for their apartment. A one bedroom is charged $60 for cleaning when they move out.  For ****** cleaning, they are charged a minimum amount of $85.  ***** ****** comes and inspects the ****** and lets us know the cost to clean the ******.  ******'s quote for the ****** is $265 (see quote).  That is why ****** was charged $260 for ****** cleaning and $60 for the apartment cleaning.  

  As for the maintenance issue with water leaking down.  It looks like every time she had let us know about it, we repaired the issue within 24 hours.  The last time was within an hour.  The resident upstairs was using their closet has storage and knocked off the condensation hose. (see attached work order notes)  These notes are also visible for the resident to see when work orders have been completed.  Being in an apartment you can not always control what people do around you.  That is why we always recommend renters insurance to cover resident's personal belongings.

  I have also attached the last page of the lease stating the fees for the cleaning and ****** cleaning that will be charged when they move out.  I have also attached pictures that I took of the apartment when I walked it for move out. It shows a closer view of the ******. 

  Customer Answer

  Date: 08/16/2022

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  It is clear with all the pictures that the ****** damage is not extensive. It has a clear pattern going into the dining room and that is it. As a tenant of three years I would expect there would be some staining. Second this clearly doesn’t touch on the fact that Waterfront Crossing said I could have a free ****** cleaning after the big leak that happened due to a backup in their system, which went under the stove and into the dining room. I have attached a work request they completed for a ****** cleaning after the incident, but never actually did. I ended up speaking with someone about this situation and was told I would eventually receive one. They are right by saying they complete work orders in a timely matter but what is concerning is that they sometimes aren’t done properly. For instance, that big leak should have required someone to come clean or a ****** cleaning as it included debris from everyone above me when it was snaked. This also leaked into places I couldn’t get to. Although, I have attached their response. Second, the last leak in my bedroom closet oddly happens the same time every year. My closet was just painted over when it is clear there is mold, which I have attached. I have attached their maintenance completing  this request as well. This is very concerning since they give every tenant a big packet on mold when they move in and how it should be properly inspected and treated. 
  
  
  
  
  
  Sincerely,
  
  
  
  ****** ******