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:10/02/2023

  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.

  the following issue has been ongoing.
  Mold Growth: There is a significant black mold infestation within the apartment, primarily in the bathroom vents and above the ceiling. The complex is aware of this and has been for awhile, and they are not doing anything to keep their renters safe, they’re ignoring the problem and it’s getting worse. Building 1 is infested with black mold, when they claim it to be mildew.
  I have had to get medical care due to the toxic environment I’m paying good money to live in. I’m worried for other residents as they may not be aware of the toxic environment they are currently living in.
  Stonegate management and maintaince refuse to resolve these issues and are putting their residents at risk, this is not a healthy living environment and needs to be addressed ASAP.

  Business Response

  Date: 10/09/2023

  Ms. ******, 
  
  We have reviewed your work order history and show the last report of any air conditioner issues was on May 1, 2023, where the a/c was not cooling your apartment.  Your air conditioner was repaired on May 2, 2023.  The next work order reported to our service team was on September 14th when maintenance was called to your apartment home for an issue with the water line to your toilet.  While the repairs were being done, our technician noticed a condensation leak from the a/c vent in the bathroom.  The technician also took care of the condensation leak at that time.  Our carpet company was contacted the same day to extract the water from your flooring, and equipment was left in the apartment home to dry out any moisture.  
  

  You did not allow the carpet company to make the determination that the equipment could be removed, rather you removed it yourself, leaving it outside of your front door.  Had you allowed the equipment to remain in place and operable until the determination could be made that it was time to be removed, the chances for any kind of mold or mildew growth would have been eliminated.  
  

  Section 31.2 of your Lease Agreement-Your Remedies. If we violate any of the above, you may possibly terminate this Lease and exercise other remedies under Texas Property Code Sec. 92.056 by following this procedure:
  a)  All rent must be current, and you must make a written request for repair or remedy of the condition-after which we’ll have a reasonable time for repair or remedy;
  b)  If we fail to do so, you must make a second written request for the repair or remedy (to make sure that there has been no miscommunication between us)-after which we’ll have a reasonable time to repair or remedy; and
  c)  If the repair or remedy still hasn’t been accomplished within that reasonable time period, you may immediately terminate this Lease by giving us a final written notice….
  

  On Friday, September 27th, you sent a written request for repairs and notified us that you would be vacating the apartment on September 30, 2023. Your written notice was received on September 29, 2023.  Your keys were received on October 2, 2023, at which time, we went to your apartment and found that you had vacated.  Repairs to the bath ceiling and vent were completed on October 3, 2023.
  

  You failed to properly notify us of the issue with your ceiling or allow us reasonable time to remedy the issue prior to vacating your apartment.  We will not be refunding your security deposit or releasing you from your financial obligations of the lease contract.   Rent will be accelerated and billed in full for the remainder of your Lease Contract which is December 8, 2023.     
  

  Best Regards, 
  
  ******* ******
  Multisite Manager
  Haley Residential
  

  
  

  Customer Answer

  Date: 10/10/2023

  I am rejecting this response because: 

  I have a full work order of the MANY times maintaince came to the apartment to check the AC and leaking vent. And have FAILED each time to properly get rid of the black mold. The black mold was seen in the apartment BEFORE the pipe burst in the bathroom. 
  I will not be paying rent, or giving your toxic complex anymore money.

  I have hired a lawyer and will be seeing you guys in court. 

   

• Initial Complaint

  Date:04/27/2023

  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.

  I am a tenant. I pay my rent by check at the beginning of each month. Despite my multiple trips to the office to pay my April, 2023 rent, the office was closed & there was no place to drop off the check. Eventually the next Monday, I went & dropped off he check & explained the situation 7 suggested that they have a drop off box in the front of the office.
  The apartment is charging me a late fee of $89.50 since the rent was not paid by the 3rd of the month, although there was no way to drop off the rent check. My request to cancel the late fee was denied.
  
  This rule of charging an large sum of late fee for delaying payment by 3 days ( due to office closures, holidays & weekends) is unfair to the tenants.

  Business Response

  Date: 04/28/2023

  Dear Mr. ******,
  
  Per the terms of the TAA Lease Contract, “You must pay your
  Rent on or before the 1st day of each month (due date) without demand. There
  are no exceptions regarding the payment of Rent, and you agree not paying Rent
  on or before the 1st of each month is a material breach of this Lease.” 
  Late fees are applied if rent is unpaid by 11:59 p.m. on the 3rd day
  of the month.   Office hours at Stonegate are Monday – Friday 8:30
  a.m. to 5:30.   Given April 3rd was Monday; our office was
  open during our normal operating hours.  Should our employees have been
  out of the office for any length of time, a clock on the front door would have
  represented their return time.  Stonegate Apartments does have a drop slot
  available for residents to use at their convenience and they also have the option
  to pay online.
  
  Our records indicate that your rent was not received until
  April 6th.   We must conduct business in accordance with
  all state and federal fair housing laws and in doing so can not make exceptions
  to late payments or waive late fees for residents who have paid late.
  
  Sincerely,
  Alichia
  Community
  Manager