Complaints

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

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  Stoneybrook Apartments

  San Antonio, TX 78238

• 

  Stoneybrook Apartments

  6933 Border Brk Ofc San Antonio, TX 78238-4066

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:12/05/2023

  Type:Customer Service 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.

  On 11/29 eviction was filed against me by this property. When I contacted the court, a court clerk informed me if I could arrange a payment plan with the property then I would be able to stay in my residence, dependent on the agreement. After speaking with the court, I contacted the assistant property manager, ****, who informed me that I would have to pay Novembers rent in order to enter into an agreement and I could stay in the apartment unit and the rest of the court fees would be able to be paid within the guidelines of the payment arrangement. I informed her I would try to secure funds and I would contact her back. On 11/30, I contacted **** and advised I was able to secure funds and will be able to pay Novembers rent immediately. **** then explained that she would now have to request the arrangement through corporate management.On 12/4, I contacted **** and she stated corporate denied the request but she will request an arrangement with *********, the manager.On 12/5, | contacted **** and she stated ********* was not in office and she requested the arrangement with the regional office who then denied the request. My first request was approved verbally by *************************** and now it is not being honored. I am asking that my payment arrangement be honored so I may stay in the residence.

  Business Response

  Date: 12/11/2023

  Please see our response attached. 

• Initial Complaint

  Date:08/23/2023

  Type:Order 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.

  Move in date: January 20, 2023 Apartment No.: **** Issue(s): Mold in utility room, bathroom, and bedroom closet. Water issues in kitchen, bathroom, and utility room. Light in living room flickered and made noise. Water in sick wound come up from the pipes and hadnt to be taken out of the sink using a bucket. Spoke to apartment staff via phone, email, service requests, and in person regarding the mold and water issues; however, was continuously ignored. Mold was addressed once I moved out of the apartment and I had gone to check up on the apartment and saw visible mold in the bathroom, behind water heater, and in the bedroom closet. I tried to move out months before my lease was up but was told I could but I would be responsible for paying the upcoming month, partial of the following month, and I was going to be reported to the credit bureau. Therefore, I continued to pay the rent even though I was not able to live in it as I have asthma and the mold was making me sick. I submitted the 60-day move out form required by them and asked if I could turn the key in the week before my move out date because I was not going to be able to travel back to ***********. I was told I could but I would still be responsible for the apartment until July 19, 2023 (day lease was up). I said ok so set up the disconnection date for the electricity for July 19, 2023. I am now being charged for moving out early and a cleaning fee. I paid rent until July 19, 2023. I was ignored the whole time I resided at the apartment. I had health and safety concerns. I was not provided with a safe and habitable space and I felt threatened when it came to breaking the lease because of my health and safety concerns. I have attached a few pictures and have more if needed. I have asked via email for a copy of all service requests and emails/communications but have not received any copies yet.

  Business Response

  Date: 08/30/2023

  Please see the attached response

  Customer Answer

  Date: 09/09/2023

  Complaint: 20509644
  
  I am rejecting this response because an email stating order(s) was/were complete(d) was received; however, I would have to submit a new order for the same issue referencing the old order submitted stating that while it stated order had been completed, it had not. An email was sent on or about March 2023 asking to be able to be released from lease as the apartment was making me sick but was asked to go by the office (on or about March 28, 2023 - screenshot of voicemail attached) and was told I could move out but would be responsible for ***** rent, partial May rent, and was going to be reported to the credit bureau. So I moved out but kept paying for the apartment until July 19, 2023. I reported that I had asthma and the mold was worsening it, I had constant headaches, sinus pressure, difficulty breathing, my eyes, ears, and throat were always itchy. Better Business Bureau has the right to request/receive from Stoneybrook a copy of the email sent on or about March 2023 with the request to be released from the apartment. 

  
  Also, the carpet was replaced after someone from the office went and saw all the gunk coming out from the carpet no matter how many times the carpet was vacuumed/shampooed. Symptoms continued and mold issue(s) were not addressed until I went to the office in person taking photos and videos of the bathroom, hallway area, utility area flooded, mold in closet and told the office staff that I had been told I could contact the ****************** She submitted a service request on my behalf (screenshot attached). Last statement sent to me states that I moved out because of health issues (attached). Cleaning fee was also added; however, apartment was left clean. 

  
  I have requested from Stoneybrook that I receive a copy of all correspondence between Stoneybrook and I but have not received anything. 
  
  Regards,
  
  *****************************

  Customer Answer

  Date: 09/27/2023

  Complaint: 20509644
  
  I am rejecting this response because:
  

  I am rejecting this response because an email stating order(s) was/were complete(d) was received; however, I would have to submit a new order for the same issue referencing the old order submitted stating that while it stated order had been completed, it had not. An email was sent on or about March 2023 asking to be able to be released from lease as the apartment was making me sick but was asked to go by the office (on or about March 28, 2023 - screenshot of voicemail attached) and was told I could move out but would be responsible for ***** rent, partial May rent, and was going to be reported to the credit bureau. So I moved out but kept paying for the apartment until July 19, 2023. I reported that I had asthma and the mold was worsening it, I had constant headaches, sinus pressure, difficulty breathing, my eyes, ears, and throat were always itchy. Better Business Bureau has the right to request/receive from Stoneybrook a copy of the email sent on or about March 2023 with the request to be released from the apartment. 

  
  Also, the carpet was replaced after someone from the office went and saw all the gunk coming out from the carpet no matter how many times the carpet was vacuumed/shampooed. Symptoms continued and mold issue(s) were not addressed until I went to the office in person taking photos and videos of the bathroom, hallway area, utility area flooded, mold in closet and told the office staff that I had been told I could contact the ****************** She submitted a service request on my behalf (screenshot attached). Last statement sent to me states that I moved out because of health issues (attached). Cleaning fee was also added; however, apartment was left clean. 

  
  I have requested from Stoneybrook that I receive a copy of all correspondence between Stoneybrook and I but have not received anything. 

  
  Regards,
  
  *****************************

  Business Response

  Date: 10/03/2023

  Please see the attached response and supporting documentation 

  Customer Answer

  Date: 10/06/2023

  Complaint: 20509644
  
  I am rejecting this response because I am asking to be reimbursed for the months (April to July) and any amount from the deposit given excluding the fee for the carpet cleaning. I was unable to live at the apartment due to not being provided with a safe and habitable space as required by law. Mold issue was addressed numerous times via phone, email, service requests, and in person; however, was ignored and/or told that apartment was "inspected" with no indication of mold (smell or visual). I had to take pictures of the flooded restroom, hallway area, and bedroom closet with the mold growing on the wall so the issue could be addressed - which was months after the email stating I wanted to move out was sent and months after I addressed it as mentioned above. Pictures may be resubmitted upon request. 

  Documentation requested was for my records and to provide to BBB and/or an Attorney if necessary. My request remains that I be reimbursed for the months listed above.
  
  Regards,
  
  *****************************

  Customer Answer

  Date: 10/06/2023

  Complaint: 20509644
  
  I am rejecting this response because:

   

  I am asking to be reimbursed for the months (April to July) and any amount from the deposit given excluding the fee for the carpet cleaning. I was unable to live at the apartment due to not being provided with a safe and habitable space as required by law. Mold issue was addressed numerous times via phone, email, service requests, and in person; however, was ignored and/or told that apartment was "inspected" with no indication of mold (smell or visual). I had to take pictures of the flooded restroom, hallway area, and bedroom closet with the mold growing on the wall so the issue could be addressed - which was months after the email stating I wanted to move out was sent and months after I addressed it as mentioned above. Pictures may be resubmitted upon request. 

  Documentation requested was for my records and to provide to BBB and/or an Attorney if necessary. My request remains that I be reimbursed for the months listed above.

  
  
  Regards,
  
  *****************************

  Business Response

  Date: 10/12/2023

  Please see the attached response. 

  Customer Answer

  Date: 10/20/2023

  Complaint: 20509644
  
  I am rejecting this response because requests for copies of all communication were for my records. I am asking for reimbursement for the months I was unable to live at the apartment due to not being provided a habitable place to live. Please see below request from the time first complaint to BBB was made:

  "Consumers Desired Resolution:
  Reimbursement for the months unable to live at the apartment"
  
  Regards,
  
  *****************************

  Customer Answer

  Date: 10/20/2023

  Complaint: 20509644
  
  I am rejecting this response because: requests for copies of all communication were for my records. I am asking for reimbursement for the months I was unable to live at the apartment due to not being provided a habitable place to live. Please see below request from the time first complaint to BBB was made:

  "Consumers Desired Resolution:
  Reimbursement for the months unable to live at the apartment"

  
  
  Regards,
  
  *****************************