Complaints

• Initial Complaint

  08/22/2023

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  The property management company has raised peoples rates during a lease term. Several months ago they said they would stop paying for trash service a service that is listed in the lease that the management company would pay. Since then they have hired a company to collect peoples trash and are charging people for this service regardless of whether they are using it or elected to use it or not. Kansas tenant law states that the only time rates for rent or utilities can be changed is during a month to month period or if the resident signs an addendum to the lease. I have not signed an addendum, and many other residents have not signed one. Yet Sunstone Apartments owned by Vantage states we must pay the increased prices regardless. They are bullying people into paying an increase and not following the law. I have attached the kansas tenant handbook where you will find information on the correct tenant laws and also a copy of my lease showing they would pay trash. I am currently in a lease until May 2024.

  Customer response

  08/22/2023

  I do require BBB assistance in obtaining a resolution with this complaint. They are not following the law.

• Initial Complaint

  08/16/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  ******** ********* *****, formally owned by Vantage Point, recently implemented a 25$ monthly valet trash fee that directly contradicts the terms of my signed contractual lease. Trash is listed as a utility that is paid for by the complex (Lease agreement, page 3, section 6), in a lease that both parties have signed. They have made all other forms of trash removal inaccessible to residents and have created significant barriers for safety and sanitation. Most residents have seen a substantial increase in the presence of pest and rodents, concurrent with the change in trash service. The trash vendor "valet living", does not follow-through on the schedule we have provided. ******** has chosen to start implementing non-compliance fees to residents who do not follow the guidelines. Although, there are not set guidelines that the complex and I (a resident) have jointly signed in a contractual agreement. They sent out an addendum to the lease, and the retracted the addendum requirement. Therefore, violating the written contractual document that both parties have signed.

  Business response

  09/13/2023

  Business Rep called in and stated they're looking into this complaint. **

  Business response

  09/18/2023

  I apologize for the delay in our response as we did not receive the initial complaint in August.  ******** ********* ***** at Fox Ridge covers the cost for ***** *********** to pick up the trash several times a week from the compactor.  The amenity fee of $25 is for Valet Living to pick up trash and recyclables from each resident's doorstep five nights a week and get it to the compactor.  As you are aware, unfortunately, the trash rooms had become very dirty, full of odor, bugs, rodents, and unfortunately many residents are using the rooms to dispose of items that should not be left there.  As a remedy, we engaged Valet Living to pick up bagged trash from your doorstep and remove the need for the trash rooms.  All residents were given notice and 60 days to acclimate to Valet Trash with no cost to them.  

  Customer response

  09/29/2023

  
  Complaint: ********
  
  I am rejecting this response because it does not offer a solution or address the breach of contract or unethical business practices. Since making the original claim, ******** allowed a contracted entity to damage my personal property without any remorse. 
  
  Sincerely,
  
  ****** *****

*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. ↩