Complaints

This profile includes complaints for Steeplechase Apartment Homes's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Steeplechase Apartment Homes

  10337 Society Park Dr Cockeysville, MD 21030

• 

  Steeplechase Apartment Homes

  14B Stag Horn Court Cockeysville, MD 21030

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:10/24/2024

  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.

  I pay my rent on time each month and each time there is an emergency maintenance ticket or regular maintenance ticket MAINTENANCE DOES NOT COME UNTIL THE NEXT MONTH AND THE LEASING OFFICE CONTINUOUSLY SIMPLY SENDS THEM A TEXT OR REQUEST. There is no way to even reach emergency maintenance after hours I call the number on the website and it goes to an automation and then hangs up. I spent tons of money on groceries and m fridge and freezer all of a sudden stopped working along with the outlet on the side where the sink is. I spoke to the leasing office over the phone and in person and they said someone would be there today and I KNEW no one was going to come. My guess is mice ate through the wire since it took maintenance over a month to finally come and seek and seal holes. I found two dead mice within the past 3 weeks and also maintenance does not help remove mice. I also had to call Orkin and pay for them myself because my tickets were being blatantly ignored on top of paying my rent on time consistently. Each time the apartment pest control would come he would show his face hand me some traps and say that he cant do anything since he is not allowed to touch or move any items such as the stove. Pest control said he asked for maintenance to come with him multiple times to move large items and they never show. Leasing office also said maintenance would come and seek and seal and it took Over a month for that to happen. Its just too much. I need a phone number for the manager of maintenance, a number to call to reach emergency maintenance, a working fridge and freezer, a refund for my groceries, and maintenance to do their job or the leasing office to hire an effective and prompt maintenance team. Its a true slap in the face for me to pay so much in rent and not be taken seriously and have my major apartment problems remedied. I also want a refund for partial rent since Im paying for a place with a ghost maintenance team.I attached some of my recent tickets

  Business Response

  Date: 10/28/2024

  To Whom It May Concern,

  Thank you for bringing your concerns to our attention, and we apologize for the inconvenience you've experienced. Please know we take resident feedback seriously and are committed to addressing all maintenance issues promptly.

  Regarding emergency maintenance contact information, we provided this information upon your move-in on 2/1/24, and it is also posted on the front door of each building, including yours at *******************. Our team strives to respond to all emergency maintenance requests as quickly as possible, and we are sorry if you experienced any delay in response time. For any future emergency, please continue to use our dedicated maintenance line at ************ (option 3).

  In response to your pest control concerns, our records show ******* Pest Control has serviced your unit weekly, per your request. We understand pest issues can be frustrating, and our goal is to eliminate them as effectively as possible. We appreciate your understanding that some specific tasks, like moving large appliances, require additional coordination, and our team is actively working to support this aspect of service be very short staffed. As per the latest treatment on 10/24/24, we remain committed to providing continuous service.

  On 10/28/24, maintenance inspected your refrigerator and found the issue was related to a tripped electrical breaker, which affected both your refrigerator and outlets. The breaker was reset, and to our knowledge, this resolved the issue. We are committed to ensuring all appliances are fully functional, and we apologize for any inconvenience this caused.

  In light of these issues, please rest assured that our team is dedicated to resolving maintenance concerns and enhancing the timeliness of our responses. If you have additional questions please contact our office directly.

  Thank you for your continued residency, and please let us know if theres anything else we can do to ensure your comfort moving forward.
  

  Best regards,
  
  
  **** Fields | Property Manager
  Steeplechase Apartment Homes
  *****************************;
  ***********************
  T: ************ F: ************
  * **************************

  Customer Answer

  Date: 11/04/2024

  I didnt get a chance to respond because I didnt want Steeplechase to hold my response against me since I entered a door decorating contest which ended on 11/1. Anyway, I reject their response because yes they sent pest control every week but as stated in my complaint pest control would come weekly and not do anything because Steeplechase repeatedly did NOT send maintenance to move the appliances for pest control to work. It was a waste of time and incredibly frustrating that pest control was useless and maintenance was invisible and the leasing office kept lying that maintenance would come when week after week they didnt!

  Business Response

  Date: 12/18/2024

  Dear Better Business Bureau,

  Thank you for bringing this matter to our attention. We appreciate the opportunity to address the concerns raised by our resident, Ms. *************** of December 17, 2024, we have confirmed with Ms. ******** that all previously reported maintenance issues have been resolved, with the exception of concerns regarding the washing machine leaving stains on clothing. Our maintenance team has been diligent in addressing the pest control matters, refrigerator functionality, and other reported issues within the unit.
  Regarding the request for maintenance staff contact information, we maintain a centralized emergency maintenance system for the safety and efficiency of our operations. For all emergency maintenance needs, residents should continue to use our dedicated 24-hour emergency maintenance line at ************, selecting option 3.

  Concerning the request for reimbursement of damaged items or spoiled food, we recommend that residents file claims through their renter's insurance policies, as these matters fall under personal property coverage. While we understand the inconvenience caused, we are not able to offer compensation or rent concessions at this time.

  We remain committed to providing quality housing and maintenance services to all our residents. Should Ms. ******** experience any future maintenance concerns, we encourage her to continue using our established maintenance request system.

  Sincerely,

  
  **** ******

  Property Manager

  Steeplechase Apartment Homes

  ***********************************************

• Initial Complaint

  Date:07/29/2024

  Type:Facilities 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.

  Visible mold growth on or around air vents - Musty odors coming from vents when air is flowing - Increased allergy symptoms or respiratory issues for occupants - Discoloration of vent covers or surrounding walls/ceilings This issue is often caused by excess moisture in the **** system, poor ventilation, or water damage. It can pose health risks and should be addressed promptly by a professional

  Business Response

  Date: 08/14/2024

  August 14, 2024
  
  
  Subject: Response to BBB Complaint #******** - ******* ****,******************** E
  
  Dear Better Business Bureau,
  
  Thank you for your follow-up regarding complaint #******** filed by ******* ****. We sincerely apologize for our delayed response. We did not receive the initial notice, and this oversight is regrettable.
  
  We take all resident concerns seriously, especially those related to health and safety. We understand Mr. **** has reported issues including:
  
  - Visible mold growth on or around air vents
  - Musty odors coming from vents when air is flowing
  - Increased allergy symptoms or respiratory issues
  - Discoloration of vent covers or surrounding walls/ceilings
  
  We recognize these symptoms can indicate excess moisture in the **** system, poor ventilation, or water damage, which may pose health risks. Upon receiving your second notice, we have taken immediate action:
  
  1.We have scheduled a professional mold inspection with Professional Restoration for Thursday, August 15, 2024.
  
  2. We have arranged for thorough **** duct cleaning and servicing by Professional Restoration on Friday, August 16, 2024.
  
  3. We have sent a detailed email to Mr. **** today, 8/14/24 informing him of these scheduled inspections and services, and providing our contact information for any questions or rescheduling needs.
  
  4. We have attempted to reach Mr. **** by phone to discuss his concerns directly but have not yet received a response.
  
  Following the inspection and **** servicing, we commit to promptly addressing any identified issues, including necessary repairs or remediation.
  
  We deeply regret any inconvenience or health concerns ******* may have experienced due to this issue and our delayed response. We are dedicated to ensuring a safe and comfortable living environment for all our residents and will work diligently to resolve Mr. ****** concerns.
  
  We will provide an update to the BBB once the inspections are completed and necessary actions are determined. If you require any additional information or have further questions in the meantime, please contact me directly at ************.
  
  Thank you for bringing this matter to our attention. We appreciate the opportunity to address this complaint and improve our response processes.
  
  Sincerely,
  
  
  **** Fields | Property Manager
  Steeplechase Apartment Homes
  *****************************;
  ***********************
  T: ************ F:************
  * **************************

• Initial Complaint

  Date:05/14/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 was living in steeplechase apartments. The landlord refused to renew my lease but then she was still charging me rent for months and months after. The matter went to court and all of the complaints have been removed against me but I have yet to receive my security deposit or be given an explanation as to why I do not have it. I am seeking resolution to secure my security deposit from this landlord.

• Initial Complaint

  Date:12/11/2023

  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.

  ****** **********
  Formerly of ** ******* *** *** *, Cockeysville, MD 21030
  
  I have tried reaching out multiple times since 12/4 to receive my security deposit as well as an overpayment for rent that was, by law, supposed to be sent to me no later than 12/4/23 per my move out date of 10/21.
  
  I have not received any call back, email, or other correspondence.
  
  Attached is the final account statement showing the refund that is entitled to me, as well as an email chain with both the property manager Dana ******, as well as the assistant property manager, Ivan *******.
  
  I would like this final amount to be sent to me ASAP. I will be meeting with an attorney to discuss what further action can be taken due to the blatant disregard of the timeline set by Maryland law of 45 days for a landlord to return a security deposit to a tenant.
  
  The refund should be sent expeditiously to *** ******** *** Bel Air, MD 21014 c/o ****** ***********

  Business Response

  Date: 12/12/2023

  Thank
  you for your communication regarding the status of your security deposit
  refund. We understand the importance of this matter and have thoroughly
  investigated the situation based on the information provided, including the
  recent email correspondence with the Property Manager, Dana *******
  
  We acknowledge that Dana ****** responded
  to your email on December 8th. She confirmed the processing and mailing of
  Check #***** in the amount of $1,729.84 to the forwarding address provided in
  Bel Air, MD. She noted the possibility of a delivery delay and offered prompt
  assistance if the check did not arrive within the anticipated timeframe.
  
  By this point, the check should have been
  delivered to the specified address. If, by any chance, it has not arrived as
  expected, please notify us immediately. We are committed to taking immediate
  action to rectify this issue and ensure you receive the entitled refund without
  further delay.
  
  Your satisfaction is of utmost importance
  to us. Should you have any further questions or concerns, or if the check has
  not been received, please contact us directly at ###-###-####. We are here to
  assist and resolve this matter to your complete satisfaction.
  
  Thank you for your cooperation and
  understanding throughout this process.
  
  Sincerely,
  
  Dana ****** | Property Manager
  Steeplechase Apartment Homes
  10337 Society Park Drive 
  Cockeysville, MD, 21030
  T: ###-###-#### F: ###-###-####
  * d******@hmgmt.com
  

  Customer Answer

  Date: 12/13/2023

  
  
  Complaint: 20979257
  
  
  
  I am rejecting this response because:
  
  
  MD law states the security deposit should be in my hand within 45 days of when I moved out.  The stamp on the envelope was not processed until 12/5, 46 days after my move out date of 10/21.  I received the check yesterday, 12/12.  This is 53 days later.  

  
  Sincerely,
  
  
  
  ****** **********

• Initial Complaint

  Date:10/26/2022

  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.

  Previous owners of Steeplechase Apt's raised my rent and put me on a 6-month lease without notifying me with any information. Village green made me aware of this. Back pay is outrageousness fair at all.9 yr. tenant never once late on rent. Please help me.Am applying for SSID and am a cancer patient. Cannot afford their screw up!!!!

  Business Response

  Date: 11/29/2022

  Business Response /* (1000, 5, 2022/11/02) */
  We reviewed our property management software and there is not a record of you in our system. If you would like to reach out to the property manager directly, her email is *******@hmgmt.com.