Sunnyscape Solutions - a terrible experience.
Our experience with Sunnyscape Solutions and its owners, João and Diana Correia, was deeply disappointing. What began as a very positive experience ended in a very distressing tenancy.
We met Diana through Airbnb. She showed us the apartment, which was available to rent and was also on the market to be sold. We liked the property and were impressed by Diana's warmth and enthusiasm. We decided to rent and move forward with trying to buy.
Diana was very keen to move quickly with the sale, and we were fine with that. We used our financial adviser, from a very reputable real estate company, and did everything requested of us to progress matters asap. Our FA worked extremely hard and delivered everything requested. However, when further information was requested, Diana told us that they had another buyer and that they could not wait. Communication with her stopped almost immediately, and we were told that João would handle the rental going forward. This abrupt change was very upsetting, particularly after the amount of time and effort we had invested. The other sale fell through and we felt they were mad, with us, and with themselves inevitably, because we were right there, almost ready to complete the sale. Our experience as tenants, in my opinion was tainted because of this. During the tenancy, several maintenance issues arose. The guest bathroom door came away from its fixings, and a kitchen cabinet door became loose. When we reported the cabinet issue, João accused us of having used force and told us that we would have to repair it. We found this accusation extremely upsetting, particularly as we had reported the problem promptly. Other issues that were there from the beginning the second toilet not flushing properly and the intercom not working, making it hard to respond to people calling up or wanting to leave packages. Mr Correia did not fix the toilet. And his comment about the intercom, was: it is 25 years old. No attempt was made to repair or replace this for our whole stay.
There was an issue with the washing machine door. When we asked whether it was covered by the warranty, the response referred to damage caused only by ‘normal’ use. We were subsequently asked where the screws for the door were. When the manufacturer's service engineer attended, we were told that there had never been screws in the position being questioned. No apology followed.
Throughout this period, the property was still being marketed for sale. We cooperated with viewings, repeatedly making the apartment immaculate, vacating the premises when requested and accommodating arrangements, sometimes at very short notice. We never refused a viewing. We did this in good faith and made considerable efforts to help the owners sell their property.
A particularly distressing incident happened, involving two workmen appearing on our 1st floor balcony while I was coming out of the bathroom, insufficiently dressed. I screamed out and called my husband. We subsequently raised the matter with João. Rather than receiving an apology, we were told that we should have read the noticeboard. There was no notice. We again looked up our rights: In Portugal, the law strictly protects a tenant's right to privacy and the inviolability of their home, meaning landlords cannot enter or send workmen onto a rental property unannounced or without the tenant's explicit consent. We had not been given direct warning at any time.What made this especially disappointing was that I had spent the preceding weekend cleaning and preparing the balconies for further viewings, and really making them look special.We repeatedly felt that, instead of being treated as tenants reporting ordinary maintenance issues, we were being met with suspicion and accusations. We had to seek outside guidance about our rights and eventually sent formal correspondence to raise our concerns.
The situation has now deteriorated further. As the tenancy comes to an end, our €500 deposit is being withheld, with deductions being claimed for cleaning, repairs and replacement keys and access equipment. We dispute these claims and are particularly concerned that we are not given an opportunity to address or rectify any outstanding matters before these deductions were imposed.
Our tenancy does not formally end until 19 November. We had been led to believe that, if we vacated the apartment earlier, some of the rent already paid might be refunded. This has now been refused, despite our understanding of the earlier discussions. We are also extremely concerned that the landlord has arranged to change the locks and replace the garage access fob before the stated end of the tenancy. We are in the process now of seeking legal advice and will update this review once any decision/s have been made.
Reply from Sunnyscapesolutions
Dear Susan,
Thank you for your feedback, and we’re sorry the tenancy ended on a difficult note.
We know how much you hoped to buy the apartment - it is a lovely property in a great location, and we would have loved to have you as its buyers. We waited for you over several weeks to put your finance in place, and we never rejected your offer: it was you who did not proceed with the purchase as your finances did not allow it. There were never any ill feelings on our side, and we tried our utmost to facilitate both the purchase and the tenancy processes.
Regarding the property maintenance during your tenancy, we took every issue you raised seriously and attended to it. As a follow up to your comments, the toilet flush was repaired at our cost, (plumber’s receipts available to you if required), and the intercom was found to be working, although the video image is limited. Improving it would mean replacing the building’s entire system, a collective decision for the building’s administrator (condominium), and this was explained to you at the time.
The exterior works you mention (installation of gutter system for the balconies for the whole building) were organised by the building’s condominium administration, which is separate from us and not under our control or contract. A notice about the works was displayed on the building’s entrance noticeboard by the condominium, warning all residents of the coming works. We did fail to highlight these to you directly (we were not aware of the works ourselves until you raised the issue with us), and for that we offered our apologies, both over the phone and in writing that same day. It is also worth clarifying that, despite causing some disruption in terms of noise and dust, the works did not involve access to the apartment, only the exterior of the building (common areas).
Regarding the security deposit, the lease contract you agreed to at the start of the tenancy clearly sets out how it is handled. A handover inspection was offered when you informed us of your intention to vacate the property, and the written inspection report we shared with you on 5 November invited your response by 12 November, before any deduction is final. Any outstanding amounts are being dealt with directly and in writing. We remain happy to review anything you send us.
Throughout, we have aimed to deal with everything openly, in line with the lease and the rules that govern rentals in Portugal.
We wish you well for the future.
João and Diana Correia, Sunnyscape Solutions
