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:09/10/2024

  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.

  1. Persistent Leaks: The entryway and master bathroom ceilings have experienced repeated leaks, with ongoing damage and inadequate repair efforts.
  2. Health Hazards: Mold and mildew exposure has led to significant health issues for my family, including respiratory problems and facial swelling.
  3. Inconsistent Communication: Despite numerous attempts to reach out and follow up, there has been a lack of clear communication and follow-through from the office staff and maintenance team

  Business Response

  Date: 09/12/2024

  Thank you for bringing this to our attention. Unfortunately, the issues listed in the complaint began before the Sinatra & Co. aquisition of the apartment community on 8/31/24. As the issue was brought to the attention of the Sinatra & Co. team, the resident(s) were able to meet with the new Property Manager, Julie S****, for clarity on what happened with their maintenance needs, how we can improve the overall resident experience, and how Mx. ***** will be released from the lease agreement with no termination or other fees. We regret that our team did not have ownership or management of the community prior to address these issues in a timely manner, but are willing to assist in all ways we can to make sure the transition from the community is seamless. 

• Initial Complaint

  Date:08/26/2024

  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.

  I moved into CenterPointe Apartments and Townhomes in Canandaigua, NY owned by Sinatra and Company on July 1, 2024. Since moving in there have been numerous issues including deceptive practices as it relates to the lease and what is and is not included in the rent. The apartment was absolutely filthy except for the new carpet and paint, maintenance requests are ignored, and there’s black mold in the basement which still has not been cleaned properly.
  
  As it relates to the deceptive practices, they never once disclosed to me that I was moving into a smoking building. Meaning that you can smoke in your apartment and in the common areas of the building. Their website does not tell you anywhere that these certain units you are looking at are smoking units. The property manager never once disclosed it either. I have two children with asthma that now have to breathe in the smell of cigarette smoke and marijuana. The other deceptive practice is that they never tell you that absolutely nothing is included in your rent. Here I am thinking that my rent is $1,450 a month but as I ask more questions I then find out that there’s a $75 charge for Spectrum and a $10 pest control fee every month for a total of $1,535. Then I get my bill for this month’s rent and find that I have to pay water, sewer, trash and bill processing fees for a total of $1601.77. They also refuse to tell me what I’m actually paying $10 a month for in pest control. They collect this from every single tenant which amounts to thousands of dollars every month for pest control. Yet they refuse to provide any documentation that they even have a contract for pest control and what it entails. I don’t even have pets and had to have my apartment bombed for fleas the first month I was in the apartment. And I constantly have fruit flies in my apartment as well. They never treat the grass or do anything in the buildings so it is very suspicious.

  Business Response

  Date: 09/09/2024

  Hello, thank you for bringing this to our attention. The utilities estimate sheet is distributed in our prospect information packet and our agent reviews each piece of that during or after the tour. Based on their move in date and specific needs, upon first touch, our agent lists all amenities for each apartment available. If smoke free is listed, our agent communicates that information to the prospects. Mr. ***** signed the utilities and smoking addendum of his lease (See attached) and has now been living here since 7/1 with his first inquiry on 5/19 with multiple contacts from our agent. At no point did Mr. ***** ask for a non-smoking apartment, nor state the need for one. Attached is also on the apartment amenities page on our website (www.ctpapts.com) and clearly marked with an asterisk. At no point during the application process did our agent state that “we are smoke free,” nor did Mr. ***** state he wanted smoke free. Our team has explained to Mr. ***** that the $10 pest control covers bait stations to prevent mice activity, an annual bee treatment, pests in units such as fleas, ants, mice, and spiders, and twice a year grass treatment. He has not been present in the community to view flags in the grass as the first treatment was applied in May prior to his move in and the next won’t be until September or October. His apartment home was indeed treated for fleas, as this information was relayed to our team and addressed immediately. This was done on the suggestion of our pest control vendor to ensure no further issues. Our team distributed a notice of vendor entrance letter to each apartment home in the building to notify residents with 48 hours lead time.  

• Initial Complaint

  Date:06/09/2024

  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.

  This company charges utilities along with rent, but makes you open a separate account with national grid where you are then charged a second time.

  Business Response

  Date: 06/10/2024

  Hello, The line item "electric charge" that is present on the resident ledger reflects the common space electricity charges for HVAC services charged per month. Apartment home electricity is required to be set up by the resident in order to pay for direct electricity services. The breakdown of this information can be seen on the Utility and Services Addendum in the lease agreement attached here. Charges listed on the attached ledger reflect the lease agreement. 

• Initial Complaint

  Date:05/21/2024

  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.

  Leasing agent Tonya T**** from Sinatra & Company was contacted about the availability of Unit ******* at *** ******* ***, Buffalo, NY, 14222, also known as "****** ********** ** *** *******" on April 15, 2024.
  Ms. T**** confirmed availability of the apartment and recommended completion of an application and placement of a $500 deposit to secure the apartment until it became available for a tour.
  As per Ms. T****, "The current tenant is still in there until 4/30. As soon as they leave I will show you. I'm not supposed to before they pain[t] and do any repairs but I want you to see it!"
  The deposit was paid 4/18/2024, but it could be returned and the application withdrawn if I was no longer interested in the apartment.
  Ms. T**** never reached out to schedule the tour and I requested to withdraw my application and to be refunded my deposit on April 29, 2024. Since May 1, 2024, Ms. T**** has persistently assured me that the accounting department has been working on returning my deposit. However, to this date, not only have I not received my deposit, but Ms. T**** has persistently failed to show proof of a check or present confirmation of any process initiation.
  Attempts to reach the accounting department at Sinatra & Company have been unsuccessful as no one answers the phone. I was able to reach Sinatra & Company office and speak to their receptionist who stated that per accounting, the individual responsible for refunding deposits is the Leasing agent, not the accounting department. This is a claim that Ms. T**** denies repeatedly in multiple emails, going as far as to claim that she is not privy to any information regarding my deposit.
  At present, I have exhausted multiple attempts at negotiating a successful return of my deposit from Sinatra & Company at the amount of $500.

  Business Response

  Date: 05/21/2024

  Individual refund request has been completed and processed on 5/14/24. Individual should expect refund of $500.00 within the next 14 business days. Should a further delay occur, individual will be notified at ********************* and/or ###-###-####, as provided to Sinatra & Co. 

  Business Response

  Date: 05/29/2024

  On 5/29/24, team member Amanda L****** reached out to the complainant to confirm the new address needed for check delivery and received communication that the complainant would like to pick up their refund check in person at our offices at *** **** *** ***** **** ******* ** ***** on Monday, June 3, 2024. The refund check will be ready for pick up at reception on floor 2R at that time. 

  Customer Answer

  Date: 08/09/2024

  I filed a complaint (********) against Sinatra & Company Real Estate. I was not able to get to the response in time to mark it as resolved. Is there any possible way to update the outcome?

• Initial Complaint

  Date:01/25/2024

  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.

  Sinatra rental company. Has “lost” many rent checks. They have claimed that money is still
  Owed when everything was paid in full. The leasing agent will
  Hide in the office when tenants need them. I’ve caught them hiding from tenants. I have screenshots of them claiming I owe thousands when I’ve paid them already threatening eviction.

  Business Response

  Date: 02/09/2024

  The resident has been in communication with our team to help adjust and resolve the issues listed in the complaint. Resident initially reached out to our Hamburg team members on November 7th, 2023 in regards to an automated email they received stating a past due balance of $0.00. Resident showed proof of payment, as well as stated they dropped a rent check in the overnight box. On November 30, 2023, after attempting to reach the individual via phone and email, team member ******* ********* sent a clarifying email about the seemingly misplaced rental check with a request to produce proof of bank account withdrawal of the check number and an offer to credit fees. Resident then reached out to former team member ******* ***** on December 31, 2023 to report issues logging in to payment portal. Resident then spoke with current team member ******* ********* via email on January 23, 2024 to address additional balance due questions that were not in reference to misplaced checks, which were found and applied to the residents balance. As can be seen in the attached pay statement document, the resident balance has been corrected and the amounts due align with the lease agreement signed by the resident. 

• Initial Complaint

  Date:07/11/2023

  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.

  I just moved from one ************ ******** ** * ************ ********** I put all of my decor and antiques in my new basement storage unit a week prior to move in date 6/30/23. Going downstairs to get my stuff on 7/10/23, I found my storage unit to be completely empty. All of my decor and collectibles gone. I approached the ************ office who denied any responsibility so I called the police. The police along with a maintenance tech, unlocked all the basement doors in search of the items. Four large pieces of wall decor were found in the locked electrical room of which can only be opened by a master key. A few sentimental items were also found in the trash just outside the unit. The office staff was very defensive and still will not claim responsibility nor interview their staff for the return of my belongings.

  Business Response

  Date: 07/12/2023

  Dear *******, We are truly sorry that your personal items are missing. Upon move in, it is communicated to all community members that locks are required on storage units. Investigations are conducted for all complaints received and in the unfortunate circumstance law enforcement needs to become involved, ************ Apartments and Townhomes is always willing to actively comply. Please keep the office informed on any additional information that may be received or if we can be of any assistance.  

• Initial Complaint

  Date:03/21/2023

  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.

  On Feb 4, 2023, just after 7 pm, my apartment was flooded by a squatter living on the third floor of the building. For more than 30 minutes, water came through the ceiling in multiple places. I had to remove my belongings while dodging streams of water. Upon returning at 9pm the same night to collect the rest of my things, I spoke to the on call maintenence man, Dennis S*******, and told him due to the damage I was not returning. I took video and photos during the flooding and after of the damage. Sinatra did not reach out to me in any way regarding the flooding, and as of last week sent me a form seeking outstanding rent for March. Upon calling Jen Taylor, property manager, she remembered me as a former tenant, saying I used to live at *** ***** *** She informed me she was no longer in charge of that building, but she would speak to the current property manager that day to get paperwork ready. I have not heard from them since, now 5 days later, nor have they contacted me at all since February 4th. I have had to contact them or try to in an attempt to get answers.

  Business Response

  Date: 03/28/2023

  . As our team member responsible for this specific apartment home community has recently changed, notification of this event was handed to the new team member on 3/16/2023 and the final deposit accounting process began. This move out statement included an amount that would be refunded to Mr. ****** to the address on file with our office. Sinatra & Co., in response to Mr. ******** concerns did correct the balance owed and sent a final move out statement for Mr. ****** on March 22, 2023 via email Mr. ****** was contacted by the current property manager, Kaitlin K****** on March 22, 2023. Mr. ****** responded and asked that his refunded amount be redirected to a different address and this requested was completed later in the day on March 22, 2023. Mr. ****** then emailed our office on 3/28/2023 stating that he would return keys to the apartment home mentioned via FedEx once he receives his refunded amount. This complaint has been addressed by our Property Management division and has been taken care of. 

  Customer Answer

  Date: 03/29/2023

  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. 
  
  
  
  Regards,
  
  
  
  **** ******
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:10/05/2022

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  When I moved to this address the bath tub was filthy. The apartment hired someone to come and spray blast the tub and paint it white. So after over 4 years of us living there the paint came off and they are charging us for that. Also I turned in the keys in on 09/25 and my rent was paid through the end of September I am not responsible for rent pass 09/30 and they are charging me an additional 30.00 rental income. For what? Then the carpet. Yes I agree the carpet was dirty when we left in 2 rooms and the stairs. Per the move out fee sheet that their on site manager emailed us it states 50.00 and they are trying to charge us 800.00 for carpet damage which is unheard of. I have video footage of how the apartment looked when we moved out and there is no way it is over 1100 in damage at that location. I believe they are trying to rip us off because they can not keep tenants and everyone is leaving. However I will not stand for getting taken advantage of or paying for something that was out of my control. I will agree to the cleaning of carpet of 50.00 but not 800 and im not paying additional rent pass 09/30 in which was paid at the beginning of September. This company is trying to rip me off and I won't stand for it. They also threatened to send to collections if not paid in 10 days. I need this resolved asap.