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:03/17/2025

  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.

  I submttd an app at **** at ************ 03.10.25. I recvd an email confirming that it had been recvd along with instructions & a link to upload my pay stubs. Per the email:"We use a third-party provider for document fraud detection services. To ensure successful verification, the bank statements and paystubs must be downloaded and uploaded in PDF format only."The link was to the **** portal, not the verification company, but i did as instructed & waited.On 03.13.25, I sent an email requesting an update on the status of my application. I recvd an email back from ******* *********, asst ****** are at the last step in processing your application. I should have a decision today/ tomorrow the latest.I am waiting on your document verification report to come back!"When I had not heard anything I emailed again for an update.Her response."I called you yesterday and was not successful in reaching you by phone.I had a question about how you downloaded the ************ is not allowing the report to generate, the error message I am getting is that the docs were downloaded in error.This happens sometimes if you save to pdf, change the doc format etc.Please redownload the docs directly to the portal so I can try again for you."So I uploaded the docs again. And again she emailed me saying she received the "same upload error".I tried 2 more times with the same response, so I asked her was there a way for ME to upload them DIRECTLY to ********** was told no they had to do it. I asked was there another way to do verification since we kept getting the same *********** told me she would find out & let me know. She also shared, "I just had another account today with the same issue and it was the phone!"I uploaded them *********** 03.17.25 w/o any notice THEY CANCELLED my application, put the unit back on the market & kept my $215 *********** fee. I called & was put on hold & then hung up on.The docs DID NOT come back edited or fraudulent but just an "download error".

  Business Response

  Date: 04/02/2025

  On-site staff maintained consistent communication with the applicant leading up to their Application Cancellation notice on 03/15/2025 at 11:52 AM. (attached) Applicant was unable to successfully upload their income documents in an acceptable file format for the third-party income verification process. (attached) Staff tried to help trouble shoot, encouraging the applicant to come into the office for better assistance. Staff notified the individual that we would not be able to proceed with the application, they confirmed receipt by responding that they would make another attempt to upload. No final attempt was made on the day of cancellation notice 03/17/2025. (attached) Additionally, the applicant initiated a reversal/chargeback for the application and admin fees through their bank. (attached) We cannot issue refunds in this instance. 

  Customer Answer

  Date: 04/10/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  As you can see with the uploads I have provided, I DID in fact upload the documents AGAIN & included them with the last email I sent. Not only did I email, I CALLED. I called on March 17, 2025 approximately 5:40 pm. ******* ********* answered the phone. I identified who I was & I said "******* I was trying to upload my pay vouchers to the system AGAIN & it would NOT ALLOW me to login." I then said, "so I went to your website & I see the apartment that I was applying for is BACK ON THE MARKET." She ACTED surprised & then stated, "hold on let me get the manager to see what is going on." I was put on an EXTENDED hold & then the call was disconnected. I called back at least 10 times & no one would answer the phone AT ALL. I emailed & no one responded, so yes I disputed the charge with the bank as services NOT RENDERED. Per office staff, the "admin fee" keeps the apartment off the market during the process, so for it to be back on the market without my knowledge or any conversation meant that they had stopped the application process. The application process was never completed. I would like to be able to RESUBMIT my application & go thru the complete application process, in the hopes that whatever errors they were having with the system can be addressed. I would also ask that the fee be waived due to the difficulties with the system & the way in which it was handled.

  Additionally as you can see by the email chain I uploaded, on 03.13.25, ******* responded to my request for an update on the status of my application with the following response,

  "Hello there,
  Thank you for your email.
  We are at the last step in processing your application. I should have a decision today/ tomorrow the latest.
  I am waiting on your document verification report to come back!
  Feel free to reach out to this email for any further assistance and or questions with your application.
  Everything looks good so far."

  So yes I would like to have my application PROCESSED properly.

  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  
   

  
  

  Business Response

  Date: 04/11/2025

  After careful review of the complaint and the circumstances surrounding this application process, we would like to provide the following response:
  Our records indicate that the applicant experienced difficulties uploading income verification documents to our online portal. When document uploads fail, this typically indicates an incompatible file format. As documented in our written communication on March 17, 2025, the applicant was clearly notified that their application would be closed due to incomplete documentation.
  Our system shows no record of successful document uploads after this notification was sent. As the application process was not completed due to missing documentation, the applicant is welcome to reapply for the property. However, we are unable to waive the application and administrative fees for the following reasons:
  1. Waiving fees for specific applicants violates fair housing regulations
  2. The applicant has disputed and canceled the original payment with their bank
  
  Should the applicant choose to reapply, we would expressly request they visit our leasing office in person, where our staff can provide guidance on the document upload process to prevent further technical difficulties.
  We remain committed to providing equal housing opportunities to all applicants in compliance with fair housing laws.

• Initial Complaint

  Date:09/13/2024

  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.

  Ive been going back and forth between calling and emailing your staff about my application process. I havent been able to get **** nor ******* on the phone in weeks and neither have given me a call back. The only way to get an email back was by ***** the property staff. Im on the phone with the property staffing trying to see what the issue is and I understand that the office can only do so much due to the Texas office handling the applications, however as my roommate and I are merging our call with the office we hear them ***************** saying wheres ******* Im not getting paid for this lease. Disgusting behavior from your administration all around.

  Business Response

  Date: 09/20/2024

  We communicated with Geolana extensively.  She may not have liked what we had to say.  She was declined.  Here is a timeline of events:
  
  08/20 Geolana applied
  It took a day to obtain all of her documents before we could screen. 
  08/21The application was denied and she was notified.  
  She asked about using an outside company to guarantee the lease, We told her the only option is to obtain a personal guarantor.  She did not have someone to guarantee the lease. 
  08/23 She was denied in our system and the apartment was put pack on the market.
  
  (During this period we did not have contact with Geolana since her application was already denied and there was not reason to contact her)
  
  09/10 She called back to tell us she had a guarantor,  We sent the guarantor an application link.
  09/12  We received the guarantor application and application fee late in the day.  
  09/13 We have been back and forth with Dellecia (The guarantor) to obtain all of the documents needed to process her application
  09/16 As of today, We finally obtained the documents needed to screen and she has been denied as well. 
  
  I believe she wants a refund because she was denied.
  
  Please let me know if you need any more information. 

  Customer Answer

  Date: 09/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  Your timeline is correct, however what you missed was that time frame where you didnt see the need to contact me I was trying to get the issue handled then. Your policy and the company you go through **** an issue its your staff and how they handle people. Also to add to this complaint or I can make a new one, I was given my fees back in form of digital check which cant be cashed and ******** ******* isnt in your companion list to sign/issue out checks. So that issue needs to be handled 
  
  Regards,
  
  
   
  

  Business Response

  Date: 10/03/2024

  Applicant reached out on 9/20 with issues depositing a digital refund payment. After troubleshooting with the third-party issuer and being unable to find a reason why she wasnt able to deposit the funds, we released payment on 9/27 via direct deposit ACH instead.

• Initial Complaint

  Date:09/01/2024

  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.

  Dear Better Business Bureau,I am writing to urgently request your assistance in resolving a serious issue with SYNC Residential Corporate, regarding an unresolved window repair at my apartment, located at *****************.. In July 2024, the high winds from Hurricane ***** damaged our windows, which were removed from their frames.Since then, the property management team has assured us that they were "coordinating with a window vendor to replace the window." However, it is now September 2024, and the window remains unfixed. The temporary solution provideda thin, inadequately installed temporary windowhas proven to be insufficient and hazardous. It fails to protect from the elements and poses a security risk due to its fragility.Of particular concern is the potential danger this window poses to residents and guests in the pool area below. Should the window shatter, shards of glass could fall into the communal space, creating a serious risk of injury. Allowing this situation to persist is negligent and shows a disregard for safety.Two vendors assessed the window in July, each estimating repairs would take up to four weeks. Despite this, two months have passed with no follow-up. Recently, a third vendor estimated four weeks as well. This ongoing delay is frustrating and unacceptable, leaving us in an unsafe environment.Given this negligence, I am urgently requesting a clear timeline for resolving this issue, with immediate action to ensure the safety and well-being of all residents. I am also requesting compensation in the form of discounted rent for the months we have endured these conditions.Thank you for your prompt attention. I look forward to a swift resolution.Sincerely,******* ******

  Business Response

  Date: 09/16/2024

  To Whom it May Concern, 

  We appreciate the opportunity to address the complaint filed by ****** and ******* ****** regarding their residence at ***************** following Hurricane *****. We take our residents' concerns seriously and have been proactive in our response to this situation.

  On July 8, 2024, the residents submitted a work order for a broken window due to Hurricane *****. We promptly responded by arranging for temporary measures, including boarding up the window on July 11 for safety. A purchase order was issued to our glass vendor, *********, to begin the replacement process.

  Upon learning that the full repair would take longer than initially anticipated due to the custom sizing required for the windows, we immediately communicated this to the residents. On July 12, we offered them the option to transfer to another unit down the hall at the same rental rate to ensure their comfort during the extended repair period. Despite our explanation that the repairs would take minimum of 4-6weeks, the residents chose to decline this offer.

  Throughout this process, we have maintained open communication with the residents:
  On July 22, we informed them of a $150 credit and explained that no further compensation would be possible, to which they agreed.
  On August 10, resident was notified when we approved bids for complete repairs on flooring and window/framing damage.
  On August 14 and 28, our property manager provided an additional update from the general contractor regarding the manufacturer's timeline.

  
  We have consistently kept the residents informed about the bid sourcing process, expected timelines for repairs, and when to anticipate contractors near their unit. We have also completed related flooring repairs, demonstrating our commitment to addressing all aspects of the damage.

  
  We understand the frustration that comes with lengthy repairs, especially those involving custom materials. However, we have made every effort to mitigate the inconvenience, including:
  Offering alternative living arrangements
  Providing monetary compensation ($150 credit)
  Maintaining consistent communication about the repair progress
  Completing related repairs promptly

  
  While we were not always able to deliver the news the residents hoped for, we have been transparent and communicative regarding the progress made. We have evidence of our various communications throughout this incident.
  We remain dedicated to completing the final stages of the repair as soon as the manufacturer delivers the necessary custom-sized materials. We will continue to keep the residents informed of any updates or changes to the timeline. If there are any further concerns or questions, we are more than willing to discuss them directly with the residents to ensure their satisfaction.

  Customer Answer

  Date: 09/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  While we acknowledge the efforts made, the statement that "related repairs have been completed promptly" does not align with our experience. The window remains unfixed, and the last update we received was on August 28. We are seeking more consistent communication and a clear timeline moving forward.
  
  Additionally, we would like to understand why the first two vendorswho assessed the window in July and provided a repair timeline of four weekswere not selected. Has a contract been finalized with the third vendor? This lack of clarity, especially given the safety concerns, has been challenging for us, and we are hoping for more transparency in this process.
  
  The temporary window solution in place is not sufficient for long-term safety or security, and were concerned about the potential risks it poses to us and other residents. Our goal is simply to ensure this situation is resolved as quickly as possible.
  
  We would greatly appreciate more detailed updates regarding vendor selection, the expected timeline for repair, and confirmation of any contracts in place. Additionally, we are requesting compensation in the form of discounted rent, given the extended nature of these conditions.
  
  We hope to work together toward a resolution that ensures everyones safety and comfort.
  
  Thank you for your attention to this matter.
  
  Regards,
  ******* ******
  
   
  

  Business Response

  Date: 10/04/2024

  To Whom It May Concern,

  I hope this message finds you well. I wanted to provide an update regarding the situation in apartment 554, particularly in light of the recent challenges posed by Hurricane *****.

  On July 8th we received a work order for the broken window cause by the storm. We were back in the office on July 10th, once electricity was restored to the building. The apartment was walked that day to assess damage and take pictures.

  We had three vendors assess the window damage, and after careful consideration, we selected the vendor we believe is best suited for the repairs. We made sure to communicate this process to the residents during our walkthrough of their unit. To provide some relief during this time, we replaced the damaged flooring in the apartment due to water damage within a week (July 15th) and issued a $150 credit to assist with their temporary accommodations.
  

  On August 10, we communicated that the work bid for the window had been approved and outlined that the manufacturing timeframe for the window would be 4-6 weeks. This timeframe is separate from delivery and installation. Given that we clearly communicated the extent of the damages and provided the option to transfer or terminate their lease, which the tenants declined, we will not be offering any additional discounts. We also provided additional updates to the tenants on August 14th and 28th regarding the manufacturer's timeline.

  We have contracted ****************** for this project, and manufacturing began on August 28. We anticipate that repairs will be completed within the previously discussed timeframe, with estimates falling between September 25 and October 9.
  We believe its important to allow the vendor to complete their work in the time frame provided, and we will continue to keep the residents informed of any changes or concerns that may arise. We plan to follow up with them early next week after speaking with the vendors.
  

  On September 24, I emailed both tenants and it was reassuring to hear from Ms. ****** that the temporary glass "seems to be holding up well," which suggests that their quality of life is not being compromised.

  We are committed to supporting our residents and ensuring their comfort and safety. We understand the frustration that comes with lengthy repairs, especially those involving custom materials.Thank you for your understanding during this time.

• Initial Complaint

  Date:08/26/2024

  Type:Product 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.

  To Whom It May Concern,I am writing to address an issue regarding my previous residency at ***********************************. I moved into the property in or around October 2021, with ***** ******* serving as the Property Manager at that time. The unit was a two-bedroom apartment with ADA *************** and the monthly rent was set at $1,725. There were a total of four individuals listed on the lease.Upon applying for the apartment, I received a call from Mr. ******* stating that I did not meet the required income threshold of three times the monthly rent, falling short by $15. As a result, I was required to pay a deposit of approximately $1,000 and secure a cosigner to proceed with the lease. It was agreed that this deposit would be refundable upon move-out.On or around April 26, 2024, I received a notice indicating an overdue account balance of $237.03. Upon contacting the corporate accounting department, I was informed that my deposit was non-refundable. This contradicts the initial agreement made at the time of move-in. Additionally, I was told that the deposit was required due to poor credit. However, my credit score has consistently been near 800 and has never dropped below 750. Despite my request, no proof of this claim was *********** date, no satisfactory explanation has been given for why I am not being refunded my deposit, and I continue to receive notices regarding the $237.03 balance. This situation has caused significant frustration, particularly given the history of unethical management practices at this property.I respectfully request a resolution to this matter, including the refund of my deposit and the correction of any outstanding balance on my account.Thank you for your attention to this issue. I look forward to your prompt response.

  Business Response

  Date: 09/16/2024

  To whom it may concern, 

  We appreciate the opportunity to address the complaint filed by ***** ******* regarding her tenancy at Villas at ******, unit 0713. After a thorough review of our records, we would like to provide the following information:

  
  Security Deposit Claim:The complainant states she is owed a refunded security deposit of $1000. However, our records indicate that no security deposit was collected for this tenancy. This is evidenced by:a) The initial lease document for the period 10/2021 - 01/2023, signed by the complainant and our business representative, which shows no security deposit.b) The renewal lease for the period 01/2023 - 04/2024, also signed by all parties, which likewise shows $0 deposit.

  Instead of a security deposit, our records show that the complainant paid a non-refundable risk fee at move-in, as outlined in her move-in letter. This fee was due based on her credit screening results and is not refundable upon move-out.

  
  Outstanding Balance:The complainant expresses confusion about the amount owed that has been sent to collections. We want to clarify that:a) The outstanding balance is clearly itemized in the final account statement provided to the complainant.b) These charges are for water and sewer usage billed in arrears for the period 02/29/2024 - 04/26/2024.c) The billing method is consistent with the approach used throughout her entire lease term.

  
  We strive to maintain transparent and fair practices in all our dealings. In this case:
  No security deposit was collected, as evidenced by multiple signed lease documents.
  The outstanding balance represents actual utility usage during the tenant's occupancy, billed in a manner consistent with previous billing cycles.

  
  We believe we have acted in accordance with the terms of the lease agreement and have provided clear documentation to support our position. As the outstanding balance has been transferred to a collections agency, the complainant will need to work directly with that agency to resolve any remaining issues regarding the amount owed.

• Initial Complaint

  Date:10/27/2023

  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 have lived at the Monarch in Fort Worth for almost 5 years now. When I first moved here, it was a great place to live. It was owned and operated by a different management company, and the staff were super friendly, helpful and efficient. In the last year or so, a new company has acquired my complex and the management has been absolutely terrible. They continue to raise my rent price and resident services fees even though many units in the complex are vacant. They also raised my rent higher than the price they are offering new tenants and continue to offer new tenants $500-$1000 discounts. I began having issues with roaches and previously had no issues. One morning, I woke up to several roaches on my walls and ceilings and went to the office and asked them to have pest control come that day to take care of the issue since I pay for pest control services monthly. They were extremely condescending, saying they were just "water bugs" and pest control could come Monday to spray my unit. They day this occurred was a Wednesday. I was also informed I could not pay for a pest control company to come spray my unit at my own expense because they had a contract with a certain company. I now have been having issues with my AC for almost 2 months. I have submitted 8 maintenance requests, called and showed up to the office in person countless times. I contacted the emergency maintenance line last week when the AC was completely out and it was 85 degrees outside and never received a call back. Every instance that I have called and left messages with the office I have asked for my call to be returned with an update and have never once had my call returned. When my first few maintenance requests were placed, a maintenance tech came to my unit and turned the thermostat down to 50 and told me that "everything was fine." After several more maintenance requests, phone calls and in person office visits, maintenance finally came to change the unit yesterday. It took almost 9 hours for them to fix it. I was not given any notice of when it would be fixed or how long it would take and did not have access to a bathroom for this 9 hour period. The maintenance technician also apologized for how long the installation took, stating that he "didn't know it would be that hard to install or that high in the ceiling." This leads me to believe he is not actually HVAC certified, despite me being told by management that he is. The AC is now leaking as of last night right after the repair and when I notified the office this morning, they said maintenance would "see it eventually." They simply do not care about their residents and exhibit a complete lack of communication skills or accountability to their tenants. My electric bill has been $100 more than usual the last 2 months due to my AC continuously running without cooling. I have contacted a lawyer because I simply do not know how else

  Business Response

  Date: 11/07/2023

  We sincerely appreciate your feedback and apologize for the issues you've experienced during your time at our community. We understand your concerns and frustrations, and we take them seriously. The decline in the quality of service is unacceptable, and we're actively addressing these issues as soon as they were brought to our attention. Our goal is to ensure that all residents feel comfortable and well taken care of, and we are committed to improving the overall living experience. Please know that your concerns have been heard, and we will work diligently to resolve the maintenance and communication issues. If you have any more feedback or specific concerns, please feel free to share. We're dedicated to regaining your trust and making your living experience better.

• Initial Complaint

  Date:09/07/2023

  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.

  On 8/11/23, I asked my apartment complex ******* ************* if my move out date could be earlier or extended. They told me that I was able to move out as early as September 6th. They had me send an email stating that was my new move out date. I was then able to get another apartment to move into. When going to turn in my keys at Uptown, they told me that I was still going to have to pay rent until the 22nd. ($1,030). I have contacted corporate to get more information on the issue; however, they will not call me back. I have everything documented. Emails, calls, etc. I would have never signed a new lease with another apartment complex if I knew that I still had to pay rent at Uptown. I will not be able to pay $1,000 because I have to pay over 1,000 for the new complex. You cannot tell someone that they can move out and then go back on your word. I can provide the name and documentation of the person who told me I could move out.

  Business Response

  Date: 09/08/2023

  ******
  

  Thank you for
  contacting SYNC Residential and the BBB. Please accept our apology for any inconvenience
  caused by a delay in getting back with you. We have reached out to the
  management team regarding your request to be contacted, and it is our
  understanding that the appropriate information was provided in accordance with
  your lease. In further review, your notice to vacate was submitted on 7/6/2023 and we appreciate
  you giving a proper 60-day notice to vacate in accordance with the lease
  agreement. However, your lease contract end date is showing 9/22/23 in which
  you are financially obligated to fulfill regardless of any miscommunication
  when submitting your notice. Please contact the Community Manager at [email protected] should you have any additional questions regarding the signed lease agreement, and she would be happy to assist you!
  
  

  Customer Answer

  Date: 09/08/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  
  
  
  This is the same response I received in an email. The response does not reflect all of the information. I did properly send a vacate notice in time for 9/22. The response does not give information on the 8/11 when I went to the office and asked to move out early or extend. They said I could move out on 9/6 at the earliest and my rent would be prorated until 9/6. Please look at all of the information before sending another response. Thank you.
  
  
  
  Regards,
  
  
  
  
  
   
  

  Business Response

  Date: 09/11/2023

  We have reviewed your feedback regarding the notice to vacate in its entirety and no documentation has been submitted by the management team verifying your request to be release early was approved. Therefore, the end date stated on the lease contract is valid; I know this may not be the outcome you prefer and for
  that I apologize. 

• Initial Complaint

  Date:07/31/2023

  Type:Product 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.

  Lived with mold at Sync at Purgatory Creek, in San Marcos, TX for the entire 2022 winter season and nothing was done besides dehumidifying the unit and telling me I was the problem for keeping my unit too warm in 20 degree freezing temperatures, other tena ts have had the same issues. I let it go after I saw they refused to put in weather proof windows. The condensation was so bad! That mold was growing over night! I let it go cause I wanted to get the hell out of there and my husband and I could not afford legal counsel.
  Well, Fast forward to 2023, and we got screwed again at one of their Katy, TX properties, where their manager Bertha, fraudulently lied that we broke their old 90s microwave that worked JUST FINE when we were there. My husband and I knew for a fact this fraud was LYING because after digging and doing TONS of research I found TWO other former tenant reviews who was also got fraudulently charged to replace an old microwaves. This is a tactic they use to get a little extra change from hard working and struggling families and it is just BEYOND evil to continually do that in the times we are living in. I put up with too much crap from this corporation and want to warn Texans to stay away COMPLETELY from this corporation.
  I tried reaching out to the CEO to have a conversation and express why I am pissed off and going above and beyond to report the atrocities I have endured, but he refuses to talk to me and that says A LOT! So here I am, not backing down from these corporate thugs who refuse to acknowledge me. I want my grocery money of $144 back for my son!

  Business Response

  Date: 08/03/2023

  We appreciate your opinion and always welcome
  everyone’s views. Please check your email for a breakdown of the final account statement and supporting documents regarding the charges for damages to the apartment home. Again, should you have any additional questions regarding these documents, please contact our Account Resolution Specialist at (713) 975-1559 ext. 120. However, as we have carefully reviewed the circumstances, we must inform you that your request for a refund of $144 has been denied. We sincerely apologize for any inconveniences you experienced during your tenancy at Sync at Purgatory Creek and SYNC at Kingsland Ranch. We wish you all the best in your new home! 

• Initial Complaint

  Date:12/27/2022

  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 put in a maintenance report to get my stove and microwave repaired.
  Came out and repaired the stove, microwave was from 2003 (when complex was built) and couldn't be repaired.
  About a week or so later I got a message that I was charged $377 and a microwave had been installed without speaking with me. I tried to communicate with them but they just say I was responsible for the replacement.
  Between this, packages being stolen, extra $60 fee they lie about stating its partly for a Valley living trash fee, (i know the manager, she told me they dont have a contract with them (back in May when I had to sign lease)
  And the fact they told me my roof was fixed before Harvey hit.... roof I believe was fixed within past year. I do have back and for documentation and pictures. The mold has gotten worse. They came in to "fix" the damage, basically put paint and replaced carpet.... in a message to the manager I asked if there was a point since roof had not been fixed.

  Business Response

  Date: 12/29/2022

  We appreciate you sharing your feedback and concerns with the work order request for your microwave. I have reached out to the Community Manager, and we are
  currently reviewing the damage and associated charges in greater detail to find a solution. The Community Manager will be reaching out soon. Please know all previous work orders have been remedied and if any issues have not been resolved, please submit a new work order and we will make sure to remediate any concerns as efficiently and quickly as possible. Thank you!

• Initial Complaint

  Date:09/02/2022

  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 am reaching out regarding a property Sync manages in Richardson, Texas - Sync CityLine. I am a current resident and have lived here since July 2022.
  
  1. There is been poor communication with the leasing office/team - phone is rarely answered, voicemail messages are not returned, emails are not being responded to.
  2. Maintenance team is slow to complete work orders or refuses to complete them (i.e. would not put in an air filter for the AC/Heating even after a leasing agent made the request).
  3. Parking garage is poorly managed - residents are asked to register vehicles as the garage is managed by a 3rd parking but no sticker or physical item is given to be placed on cars to indicate you're a registered resident. I was misinformed by a leasing agent about the parking signage inside the garage and my car was towed on 8/22/22 (had to pay towing company to have my car released). In the same week, on 8/25/22 my car was towed again with no explanation. Car was returned after numerous calls to the parking management company (***********) and towing company (****** ******) but no one is taking responsibility for this incident. All involved parties, including Sync CityLine, keeps telling me to talk to the other businesses.

  Business Response

  Date: 10/05/2022

  
  
  The Community Manager has an open-door policy and is always welcome to feedback, questions, or concerns regarding the community. In reviewing the communication log all emails and calls have been acknowledged and responded to by our team members. We truly apologize for any delay in changing your AC filter, as the maintenance was working on emergencies that took priority at the time. We do occasionally suggest residents taking a proactive approach in knowing maintenance tips to avoid these types of delays but understand the need to have work completed by a team member. 
  
  The purpose of us transitioning to **** **** *** / ****** ****** is to provide our residents convenience and the capability to make changes at any time. Instead of permit being issue, resident could login onto the app and complete out the registration for their vehicle without waiting for the office to open. Since we understand our resident time is precious and valuable. If the resident registers their vehicle information accurately their license plate is their permit number. Since the towing company comes on property and scan the plate. If information’s are inputted incorrectly, it wouldn’t match the information within their system. The vehicle will be towed at owner’s expense. Since we don’t regulate, own or partner with the towing company we are unable to control the charges or release of the vehicle. 
  
                  I know that Niki and her team do care very much about providing a comfortable, enjoyable resident experience and this is a top priority for everyone on the leadership team as well. We appreciate you sharing your concerns and trust that Niki will continue her dedication to the work of managing and maintaining the operations of the community there at CityLine. Thank you in advance for allowing her to continue working with you to improve your experience.
  
  Best regards, 
  

   

  Stephanie A. ******

  Resident Retention Specialist
  SYNC Residential