Complaints

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:07/11/2024

  Type:Billing 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 used to live at Stonehaven Villas which without exaggeration was a nightmare situation the entire time I lived there. The apartment wasn't prepared for my arrival and the manager didn't want to prep it properly. As I recall, it was half a year before they repaired my window frame after move in. 95% of the time I called for repairs the maintenance staff were "no show, no call". They slopped paint on my furniture. They lied about repair time. One junior staff member cried to me and told me several times how awful the management staff was to her. I had to call code enforcement on them several times. I have filed several BBB complaints in the past and they ignored all but one claiming the broken pool gate operated per legal specs(not from what I researched). I photographed damages in my apartment as well as on the and property. I recorded conversations with staff. In speaking to ******************* in the past she promised things would change for the better and never did. She once complained that I am never happy with their efforts. I asked her to name a time when they came through without s******* up...and she had no reply. She agreed to offer a discount on rent for one month and put it in writing for me to sign off on...but in the document it was noted that I'd agree to being sued for posting photos of their handywork and factual accounts of their staff. I had to call the police on maintenance mngr for threatening ************** attempt to enter my home without consent, had threatening with my downstairs neighbor(documented). He stood by and did nothing while a subordinate tried to incite a fistfight with another neighbor(documented). I have a recording of a corporate employee threatening me with assault. I realized they didn't send my deposit. I called for it this month and they wrote it out to my nickname and not my legal first name. Called Stonehaven, they hung up on me(recorded). No reply to messages and voicemails(recorded) from ********************* at corporate.

• Initial Complaint

  Date:11/14/2022

  Type:Service or Repair 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 have had numerous problems with this apartment complex before even moving in back in March of '22. I had to remind the assistant manager that she hadn't followed through with paperwork on my move in until and older subordinate took my move away from her and finished it. I'm 15 hours in telling them terrible customer service, of repairs not done, no show-no call for time when they schedule a repair. Phone calls not returned. Gaslighting. The asst mngr couldn't look up from her phone to talk. One time I got a new phone number and left it twice with the manager Anita who rather than update my records she left the new number off and then said couldn't reach me. Hostile staff. Even the vice president Mary of this area doesn't return calls. Literally takes months to get things fixed and the reg mgr has even asked me to apprise her of updates on repairs to the grounds rather than ask her own staff on their own progress. Each time they let me down the reg mgr has said my pointing out the failures, avoidable mistakes, and poor service is "harassment". She seems to have issue as well that I am bewildered by their inability to learn from their past mistakes. I have many photos of past disappointments and currently they have an unprofessional "no-show" and "no-call" for the second repair request on the same microwave that activates all on it's own. No showing up is common in this "luxury apartment" complex. Gates in this gated community are not fixed. The outdoor lights to my complex are still out with no word from the reg mgr on when it will be fixed(she thought it was). I have spoken to everyone in the chain of command and they only get angry rather than make real amends or get their act together. The staff seems to think they can do tasks whenever they get around to them and that i have no right to be upset when they fail to keep their word. I have many outstanding concerns with the reg mngr and have asked to VP of this area to become involved and still no word.