ComplaintsforSYNC Residential

• Initial Complaint

  10/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  09/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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 pm.uptownfay@syncre.com should you have any additional questions regarding the signed lease agreement, and she would be happy to assist you!
  
  

  Customer response

  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

  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

  07/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  12/27/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  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

  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

  09/02/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  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

  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
  

  
  

*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. ↩