5 Customer Reviews
- Date
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Review from Bianca F
1 star01/02/2024
Do not rent from this company! I wish I would've read reviews and done my research. I found my duplex trough Zillow first of all the rent stated $1700 on Zillow which l was already false advertising. They charge $50 admin fee or wtv "residents benefit program" which benefits you in nothing. We submitted our application while still having a month left at our apartment. We first where told we had to pay double deposit than Settled on one deposit. We were rushed in signing the lease and ofc we signed and we weren't explained verbally for any extra charges. Move in day the place was supposed to be "move in ready" I took pictures where toilets where disgusting like they haven't been cleaned in months and stove was super filthy. Under stove still had Tupperware and old food. Found roaches. Walls drawn on. Carpet dirty with screws & nails all over.Carpet stained and hardened.Gas had not been connected for over 5 months so I had to wait for an inspector to come & that took whole week. Keep in mind this place should be move in ready. Called to complain they said it was my fault I was supposed to connect my utilities sooner. Had no hot water & was sent over a DIY to fix ourselves. We had issues with toilet since moving in we decided to take care of it *************** getting charged because it was caused by baby wipes. They assume because I have kids I caused this issue and I am being charged over $400 because of it. Never have I flushed wipes down the toilet & this is an ongoing problem even after "fixing" clearly this issue has been here. Every time I call & complain i get "it was in the contract" and the management is very rude very blunt and unprofessional. I emailed back about plumbing issue and no response. But very quick to charge me for something I did not cause. Also our bathtub was clogged did not want another maintenance issue so I pulled out sooo much hair from previous tenants I'm sure. How is it that in 4 months of living here all these issues come about.Stone Oak Management Response
01/04/2024
We are sorry to hear you have not had a good experience with your move-in and new home. We take our residents complaints seriously and always want to ensure we are treating our tenants fairly so that they have an enjoyable experience. I wanted to take the time to go through each of your concerns so that you have all of the information necessary to feel fully informed.
The *** program, benefits and cost are advertised publicly so that potential applicants have advanced notice of the residents benefits package prior to even viewing a potential home. The *** is stated on Zillow listings, the *** and again on the Sunroom website so that prior to proceeding with a viewing and application, one would do so being fully aware of the package and cost associated with it. The sample lease that is shared prior to the actual lease signed also includes a 2 page addendum that you viewed prior to opting to move forward. The *** Adenme addendum? is also part of the lease that was signed prior to move in. A breakdown of move-in costs was also included in the "items needed for move-in" email that I sent them prior to your 9/1 move in date on 8/22/2023.
Your lease was signed on 8/21 and at that time we did request you to initiate utility service to ensure you had needed utilities prior to your move in date. After multiple requests, we did not receive your utility transfer form until the day of move in at 10:41 am. You are correct, the gas was off at the property as it always is at vacant units. We do not leave gas on vacant properties as it poses a safety concern. The property was vacant for 5 months meaning the ****************** requires an inspection prior to starting service, this is again a safety procedure the ****************** requires and not one that we were aware of. The moment we learned of the needed inspection, our team worked diligently to ensure this happened in a timely manner but given the short notice provided by the account holder, or tenants, we were only able to act as fast as the information had been provided. Any issues with the City of Round Rocks code or requirements should be taken up with the City as that is beyond our control. I would like to add that had utilities been ordered 8/21 as instructed, this entire delay could have been avoided. When your utility from was turned in on move-in day, there was no gas account # listed and when the ********************** manager asked about it only then did you share there was an issue with the gas. We took care of it as quickly as we could but if utilities had been transferred after the lease was signed 12 days earlier we could have jumped on it much sooner and shortened or even avoided a delay in gas service all together.
As far as cleaning, the unit was deep cleaned April 6th for $450 to include photos confirming the unit was cleaned, the carpet was also cleaned around the beginning of April as well. The property was vacant for some time so It was cleaned again on July 27th. We had our team complete a move in evaluation and they said it looked great for their 9/1 move-in so the property was not cleaned a 3rd time.
There were a few areas on the carpet and one area on the wall that the tenant listed on the move in the maintenance sheet that were not perfect. You were informed that these were considered cosmetic and to list them on the inv & cond form. To date, I do not show an inventory and condition form was submitted to us to document the condition of the property when you took possession as started in your lease and subsequent email correspondence from our team.
As for the resident chargeback for the foreign object found in the plumbing lines, the cleaners were doing a move in clean for the vacant unit next door, unit 317 on 11/19. The toilet was clogged and backed up into the bathtub. When the plumber arrived they diagnosed the issue as coming from next door in 319. Wipes were pulled from your commode and the plumber listed this as the cause for the clogged lines affecting the vacant unit next door. Prior to you taking possession 9/1/2023, as stated in your complaint of the Gas issue, the unit had been vacant for over 5 months and we have no record of the previous tenant ever having plumbing issues. The plumbing issues only began 90 days after you took possession which point to your improper use being the cause.This is why you are being charged the $437.25.
We are sorry for any inconvenience you are experiencing due to the above information. Please contact your Property Manager with any further questions.Review from Heather G
1 star09/22/2022
Find yourself a different company to rent from. Stone Oak Property Management is a total joke that like to exploit people who they think are clueless to ***** Property Code. I started my lease with a property manager of B, and mid way through transferred to C, who from the get go, was very tacky and unhelpful. Come move out: we were told to have the place professionally cleaned, the yard mowed, and pest control. We did all of these requirements.They kept our deposit, charging us for the three above items. We provided an invoice for the professional cleaning, to which they said wasnt good enough and charged us again. Even though there were no specifications for cleaning standards provided. The yard was mowed, and there are documented pictures of such. They also charged us for pest control .. for exterior pests. As mentioned this home is surrounded with trees and shrubbery, wasps are vigilant and present. When we left the home 7/29 there were no exterior pests (my husband is extremely allergic). However, when they got to inspecting the property 8/2 a wasp made a new home. They acknowledged the receipt of the keys the day after I returned them 7/30, and had 8/1 to check the property and still waited a full 4 days. Originally they charged us for missing cabinet knobs, baby proofing, and $300 for lightbulbs. We did dispute this and they did refund part of the deposit as we had several photos of proof that it was there upon move in. When all of the problems were raised, c bantered with me about it all - I had to formally request photo evidence of what we were being charged and it was only provided after several emailed requests. We did speak with an attorney about this, which what we have requested in return was not worth the fight or legal fees. SO is well aware the fight isnt worth it, so we are still out $660 of our deposit as they refuse to negotiate any further on the subject and are no longer responding.Review from Victoria P.
1 star07/08/2022
This property management is terrible for tenants. We were "responsible" for having to fix maintenance on old/ faulty appliances. As a renter, who doesn't own the house or appliances I should not have to be responsible for routine maintenance. I have had multiple "property manager" in my tenure with Stone Oak (2 years), they are are very unprofessional and do not give you the "white glove" service they claim to live up to. Oby E. misogynistic behavior is unacceptable. Please refer to call recording. We will never rent a property if they are listed as the property management company. They are forcing renters to pay an additional $35 for an elite services which is a load of nothing but greed as they are for sure already getting a cut from the owners.Stone Oak Management Response
09/21/2022
Hello ********,You were not charged for fixing any appliances. When this issue was reported they found two problems. One of those issues was a birds nest that was removed at no cost to you. The other issue found was that the dryer duct was crushed, which was determined to be a tenant caused issue. Per the lease repairs caused by the tenant are not the landlords responsibility.We make no claims to give white glove service to anyone. While we do strive to treat others as we want to be treated we are not a concierge service. Our duty is to the landlord while remaining fair to the tenants.Your statement of *** being misogynistic is a very serious accusation. Since you provided no detail of where this accusation comes from all we can do is assume the call you are referring to is on June 15, 2022. We reviewed that call recording, which you stated on the phone you were recording as well, but found no issues with that call. You are welcome to publicly post that call if youd like since you are making a very serious accusation. On that call he addressed all of your questions, which includes you asking him what benefits you get out of the Resident Benefits Program (RBP) if you renew your lease. He asked you if youd reviewed the details that were attached to the email, which you said you did, and then you asked him to explain what benefits you are getting even though you already read them. Then at the end of the call you were clearly upset that he did exactly what you asked him to do by giving you the details of what benefits you will see from the RBP.The RBP is not something we implemented just to pocket the fees. There are tangible benefits that were well defined for you, and are also posted publicly on our website.Customer Response
09/23/2022
I stand by my remarks regarding Oby and your intangible RBP.I would recommend consulting with your vendors as they stated the duct was crushed due to poor installation of the washer and dryer on the first visit. Note it took 3 visits (weeks) before the actual work order was resolved which is better than the ***** it took to fix the stove.If Stone Oak continues to gaslight bad reviews and not take ownership; I feel no need to further prove myself and my experience.I look forward to not receiving my deposit and cutting ties completely with Stone Oak.Review from Grace W.
1 star06/30/2022
this management is ethical, not responsible and the worst business I hv ever dealt with in my life.They made decisions for our property without landlord consent, they picked tenants with a credit score of only 410against our will and just told us hi we charged them a little more for security deposit (when tenant doesnt pay rent guess who ***** it? Yes, the landlord, not them). They get all the late fees and the landlord gets nothing. When things are broken they charge landlord a fee to fix it so they are over fixing everything as they have an incentive. No matter if it s due to tenant maintainence issue, they dont care. They just go fix it and charge from the landlord. When tenant delays on rent, they even charge the landlord a fee as they cant get the repair fee from the rent ( this is not even in the contract! They just decided to do it because they want to!) this mgt is more than despicableStone Oak Management Response
09/13/2022
Hello *****,**** spent a lot of time replying to your false reviews. We have plenty of documentation showing that you were involved with and authorized the maintenance that was completed. The tenants that were placed in your home met the criteria that is publicly posted on our website. In your case, we charged a double deposit because one of the two applicants was deficient, but between the two of them, they fully met the criteria. This is a very normal practice when placing tenants.The management company retains the late fees as specified in the agreement. We spend a lot of time when rent is not paid on time. We also spend money issuing the required notices that we dont charge you for. This is not something we did without your knowledge or signature authorizing that in our agreement.The maintenance we complete is not generated by us other than getting the property ready for lease or bringing it up to code. We review each tenant's request and act on items that need to be fixed, or if they are aesthetic issues we will deny them or work with the landlord if they want us to address those items. If any repair request exceeds the $300 we are authorized to complete in the management agreement then we contact the owner to get the issue addressed with their authorization.We always evaluate whether a tenant is responsible for a repair. If an issue is caused by a tenant we charge them back for that repair and it becomes part of the rent collections process that is mentioned above. This process requires a lot of time and effort, which is why the late fees are retained by management You were not charged any fees because the rent was not paid. You were charged fees because for three months you ignored our requests to fund your account for the repairs that were done with your authorization, and then you refused to pay for those repairs or just ignored us when we tried to contact you. We responded to your BBB complaint with the details of our numerous efforts to contact you to pay the balance. We are not a bank or a lender. Any repairs done on your home are the landlords responsibility. You are required to pay for work done on your home.Review from Frank C
1 star06/08/2021
In the 2 years I worked with them, I received ZERO tenant applications, and received enough work orders to breakeven my first year at $1750/month. The property was self-managed for over 7 years without major issues. The moment the management company stepped in, I received invoices and work orders non-stop for things that were not even normal wear and tear, or affected the living conditions of the property. We are not slum lords, but caring landlords who used to live in that property for over 10 years. It's unbelievable how much they take advantage of landlords who own older properties. Especially since they get a % of all repairs approved. For experienced landlords, investors, stay away. You're better off self-managing.Stone Oak Management Response
09/13/2022
Hi *****,We cannot share applications during that process because it opens us all up to potential issues with the Fair Housing Act. I believe we explained that to you at that time.The maintenance that is completed on a given property is not generated by us with the exception of vacancy items required to make the property ready for lease or bring it up to code. We receive tenant requests and vet those to determine if something needs to be addressed or if it is an aesthetic issue that we deny service on unless the property owner requests it to be completed. Per the management agreement, we address items under the $300 limit without your involvement, and if they are above that we bring you in to work with us before expending anything beyond that.We manage a lot of properties, whether old or new, and the only difference between them is how well they are maintained or constructed. There are new properties that are poorly built, or recently remodeled properties that are poorly done that require a lot of maintenance that is out of our control. On the other hand, there are plenty of old and new properties that are well maintained thus requiring little or no maintenance. We dont generate maintenance, and if something needs to be fixed it is our obligation on our clients behalf to address those issues.Ultimately, were sorry you werent happy with our services. Some landlords are certainly better off managing their own property for various reasons. In your case it seems that is true, and we wish you the best going forward.
Customer Review Rating
Average of 5 Customer Reviews
Contact Information
14050 Summit Dr Ste 113B
Austin, TX 78728-7133
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