Complaints

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

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• 

  Redstone Residential, Inc.

  2483 N Canyon Rd Provo, UT 84604-5943

  
• 

  Redstone Residential, Inc.

  333 S 1000 E St George, UT 84770-7203

  
• 

  Redstone Residential, Inc.

  1322 N Freedom Blvd Provo, UT 84604-2524

  

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:07/23/2025

  Type:Sales and Advertising 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.

  This issue occurred in March of 2025. This management company sent random construction workers into my apartment while I was at work. I was very uncomfortable about this because my dog was alone in my room and he was barking and severely anxious. I went to the manager of the property about it when I got back from work and he lied to me that he was not manager because he did not want to speak to me about the issue. I then call the cops and the manager gave the cops to print outs saying they had emailed me prior and told me they were going to be coming. The emails had a completely different week and date written on them and they had said numerous grown men into my apartment during a completely different week. I feel like they violated my lease by doing this. I’m still unaware if anything was stolen from my apartment.

  

  Business Response

  Date: 07/30/2025

  Hi *****,

  What property is this situation in reference to?

  Thank you

• Initial Complaint

  Date:04/21/2025

  Type:Order Issues
  Status:

  ResolvedMore 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 writing to formally lodge a complaint against The Factory Apartments and Redstone Residential regarding two serious privacy violations that have occurred in my daughter's apartment. My daughter, ***** *******, resides at The Factory Apartments, Apt 106.
  
  On April 8th, 2025, my daughter received a notification indicating that subcontractors may come to her apartment to evaluate what work may need to be performed. The notification did not provide a specific date or timeline for the work, nor did it mention any further notifications on the day of the work.
  
  Over the past two weeks, on two separate occasions, a male subcontractor entered my daughter's bedroom while she was either at school or at work. Without her knowledge or consent, this individual removed all her personal items, including intimate clothing, from her closet and spread them across her room to perform "closet work." The initial notification my daughter received did not mention anything about moving personal belongings. This has left my daughter feeling completely violated and distrustful of The Factory Apartments' ability to manage her privacy appropriately.
  
  I have attempted to resolve this issue by contacting members of management at The Factory Apartments and Redstone Residential. Despite leaving multiple voice messages, I have not received any return calls or acknowledgment of my concerns.
  
  Due to these privacy violations, my daughter no longer feels safe residing at The Factory Apartments. Therefore, I am requesting that she be released from her contract at the end of the school year without incurring any penalties or being required to pay for the remaining months of her agreement.
  
  I trust that the Better Business Bureau will take this matter seriously and assist in ensuring that my daughter's privacy and safety are respected.
  
  Thank you for your attention to this urgent matter.

  

  Business Response

  Date: 04/29/2025

  Hi ********,

  Thank you for your message. We take resident concerns seriously and encourage *****, the leaseholder, to visit the on-site management office at The Factory Apartments at her earliest convenience. Our team would be happy to speak with her directly and work toward resolving any concerns she may have.

  Thank you

  Customer Answer

  Date: 04/29/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  I am also a guarantor on the lease and have attempted to contact your office on no fewer than six different occasions and no one will speak to me. Simply asking my daughter to visit the leasing office is not acceptable. Please contact me directly so that we can resolve the issue.
  
  
  Sincerely,
  
  
  
  ******** *******

  

  Business Response

  Date: 05/06/2025

  We understand your concerns and appreciate you reaching out. While we recognize your role as guarantor, we are only able to discuss lease-specific matters directly with the resident. We again encourage ***** to visit or contact the on-site management office so we can address this matter appropriately.

  Thank you

  

  Business Response

  Date: 05/13/2025

  As a general practice and in accordance with standard privacy guidelines in the property management industry, we limit lease-related communications to the leaseholder(s) listed on the agreement. This is to ensure the protection of resident privacy and to maintain compliance with relevant housing regulations and internal policy.
  
  If the resident wishes to authorize another individual to discuss lease details on their behalf, they may do so by submitting written permission to the on-site management office. We encourage the resident to visit or contact the office so we may work toward a resolution.

  Customer Answer

  Date: 05/16/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******** *******

• Initial Complaint

  Date:04/18/2025

  Type:Product 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.

  My daughter rented an apartment from Redstone Residential Liberty Square West from August 2022 to August 2023. She followed all rules and policies. She called, emailed, texted and physically visited the management office countless times to get the deposit owed to her. She exhausted all efforts to get her deposit back and was treated horribly. The lack of professionalism and lack of follow through on this matter is in the category of racketeering. This company is a monopoly in Provo Utah and their consistent bad business is criminal. It took almost 2 years to get this money back. The settlement request is for the time spent trying to resolve this issue plus interest.

  

  Business Response

  Date: 04/29/2025

  Hi ******,
  
  Thank you for bringing this matter to our attention. We understand the resident has since received their security deposit. If there are any remaining questions or concerns, we encourage reaching out directly to the on-site management team at Liberty Square for further assistance.

  Thank you

• Initial Complaint

  Date:11/20/2024

  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 performed a service at the Vivio on 10th in ************ ******* back in August. As of this date I have not been fully compensated for my services. Multiple phone calls and emails have been sent and made to no avail. I don't know what can be done at this point. No one wants to call to discuss the situation.

  

  Business Response

  Date: 12/02/2024

  Hi ******,

  We have forwarded your message to the Property Manager in charge of the property in an effort to expedite a resolution.

  Please let us know if you do not hear back within the next few days.

  Thank you

• Initial Complaint

  Date:10/28/2024

  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.

  I signed my granddaughters dormitory lease at The ***************************************************** at the beginning of the current semester. Serenity *******, the dormitory director, sent my granddaughter, ***** ******, a 3 day eviction notice on Friday, Oct. 25, 2024 for alcohol intoxication, although the lease specifically says consumption or storage on the premise. ***** came back to her dorm on the day in question already intoxicated from an outing in *********. She did not have or consume alcoholic on the premises (as specifically underlined in the lease). I tried repeatedly (as did my daughter, ********* *** - mother to *****) to reach Serenity ******* all day Monday (Oct. 28) via texts *************), phone calls at The Green as well as her employer Redstone Residential, and emails ******************************************** She failed to respond to our repeated & numerous attempts to discuss before ***** had to evacuate the dorm. ***** received the eviction to late to contact anyone until Monday, the day of the eviction. As I signed the lease, it seems to me that Serenity should out of decency (if not legally) responded. This is not how I envision a person working for a company contracted by a major university treat an 18 year old freshman as well as the person who signed her lease nor her mother. My granddaughter is no ****** but to be evicted by an individual who (in my option) misinterpreted the plainly written lease, and then ignored repeated communications from the person who signed the lease as well as the 18 yr. olds mother, should be listed on your register if a **************** to be ***** of. Serenity, in her only communication Monday to *****, said she should call their law office, **** ********* in ****** with questions. Our numerous conversations with their legal office were in vain , as they had received no case or info from Serenity (who they knew), and said our only recourse was to call Serenity.

  

  Business Response

  Date: 11/05/2024

  Hi ******,

  We are sorry to hear that you have not received a satisfactory response for this situation.

  We have escalated your message to the Community Manager in charge of the property in an effort to expedite a response for you and will let you know as soon as we hear back.

  Thank you

• Initial Complaint

  Date:10/04/2024

  Type:Product 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.

  My name is *** ****** and I own *** the ******* in ************, In. I provided services for the company and have not been compensated for. I have reached out by phone and email. No one has contacted me for trying to get situation resolved.

  

  Business Response

  Date: 10/11/2024

  Hi ***,

  We are sorry to hear this. Can you send the name of the business in reference along with any other documents so that we can help expedite a resolution for you?

  Thank you

• Initial Complaint

  Date:09/30/2024

  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've been contacting headquarters and the area manager in regard to Summit at *** in ***********, ** and have not heard back. On September 5, 2024, I turned in all keys to ******* ***** and told her I was no longer leasing at ****** at ***, due to the unit reeking with heavy smoke, spiders, spider webs, and roaches. This has impacted my disability, which made the unit unlivable for me, which I expressed to management. I even followed up with an email on the same day regarding not leasing at ****** at *** and having no intent to return. I OVERPAID the charges; however, the assistant manager, ******* ***** is claiming that they never received the funds. I paid all funds through ********* with the information provided by Summit at ***. ********* has stated that the payment was completed and received. The assistant manager at Summit at *** also verbally assaulted me and kicked me out of the office. I want to know why I am being told that the money I paid was not received, because I have a proof of payment. I even sent ******* ***** a copy of the receipt. ******* ***** also has ignored all of my emails. I told her I wanted an explanation of the charges as well and have not heard from her at all. I paid $1876.16. Even when I paid it in full, I'm still getting emails about being sent to collections and eviction ( I don't even live there). At this point, it's just harrassment coming from the assistant manager because I complained about her. I do need a refund for the amount that was overpaid and need a regional manager or someone from headquarters to contact me about the charges and retaliation coming from ****** at ***.

  

  Business Response

  Date: 10/08/2024

  Hi Gwendolyn,

  We are sorry to hear that you are experiencing this issue. We have forwarded your message to the Regional Manager in charge of the property in an effort to expedite a response to your messages by the on-site team.

  In the meantime, please let us know if there is anything else that we can assist with.

  Thank you

• Initial Complaint

  Date:09/30/2024

  Type:Order Issues
  Status:

  ResolvedMore 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.

  9/27/2024 My younger sister ******* ******** was in a lease agreement with ****************** and she had an opportunity to move to a new place.Axis management agree to release her from her lease if she found someone to take it over. She proceeded to do this and the Management at **** continued to go and sell this person a different contract and says that they will not release my sister from her lease. They purposely sold this person a different lease and contract to keep my sister in her lease after they agreed that they would release her from it, if she found someone to take it. They knew that my sister brought this person in to specifically take over her lease and went behind her back and sold this person a different lease.

  

  Business Response

  Date: 10/07/2024

  Hi Marisa,

  We are sorry to hear that your sister is experiencing this issue. Has she had a chance to visit the on-site office to speak with the team regarding this issue?

  Let us know so that we can escalate your message as needed.

  Thank you

  Customer Answer

  Date: 10/07/2024

   
  
  Complaint: 22351029
  
  
  
  I am rejecting this response because:
  
  My sister and my parents went to talk to office management and they were extremely hostile towards them. They were not cooperative or willing to work on a fair deal.

  We would like to get this resolved and get a fair deal for her finding someone to take her lease.

  
  
  Sincerely,
  
  
  
  Marisa Carter

  

  Business Response

  Date: 10/14/2024

  Hi Marisa,

  We are sorry to hear that. We will forward your message to the staff right now as well as the Regional Manager in charge of the property to expedite a resolution for her.

  Unfortunately, we are only able to work with your sister on this as she is the lease owner. For any further concerns, please have your sister reach out directly for assistance.

  Thank you

  Customer Answer

  Date: 10/15/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22351029, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Marisa Carter

• Initial Complaint

  Date:09/28/2024

  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.

  On Friday 9/20/24 I was given a residential lease signed by the property manager, as well as the company, indicating that the property was ready for move-in upon move-in. There was a roach infestation when the concern was brought to the property manager there was no accommodation considering there was young children in the household and chemicals are potentially dangerous. Property manager offered a new unit despite the contract that was already signed by the property indicating rent amount she proceeded to raise the rent $300 to $400 per month. She fell to reimburse any and all payments that were done prior to the release of the unlivable conditioned apartment.

  

  Business Response

  Date: 10/07/2024

  Hi *******,

  We are sorry to hear that you are experiencing this issue. Can you let us know which property this message is in regards to?

  That will help us escalate this to the correct employee for you.

  Thank you

• Initial Complaint

  Date:09/26/2024

  Type:Product 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 lived at the Green on Campus drive for 2 years. It was a pretty awful experience most of the time, and this company continues to prey on young college students. There were many ridiculous charges, and cleaning checks that were absolutely stupid. Me and my roommates were charged cleaning fees for things like not dusting the back of the toilet, and they tried to charge more that what was allowed in the lease.
  Now onto the more pressing issue.
  I moved out almost two months ago now, and still haven't received my deposit back. In contacting them the first time about it, I was directed to the 3rd party company that they apparently do their deposit returns through. They told me that all of the refunds had been sent to the Green on Campus drive, and that they should be forwarding them to the forwarding address that they would have on file. I waited a couple of weeks, and still had no return, so I called the leasing office once again about it. I told them that I still hadn't received it, and that by law, it is required to be returned within 30 days of move out. They tried to tell me that I didn't have a forwarding address on file, so it had been returned to sender. I told the girl on the phone that they should definitely have my forwarding address, because they had been pushing it so much on move out day to make sure that we filled out the form, and to check the email that was sent to be sure that everything was correct for us to get the deposit back. After I told her this and that I still had that email, she backtracked on what she said and told me something along the lines of "oh, it looks like you do have another address here, let me get that changed around, and I'll speak to a manager about it." From that point, I just told her thanks for her help, but that I would be taking it to corporate. As of tomorrow, I will be dropping off a Tenants Notice to Provide Deposit.

  

  Business Response

  Date: 10/04/2024

  Hi ******,

  We are sorry to hear that you have not received your deposit yet.

  Have you had a chance to visit the on-site office in person to discuss this?
  I you have, or if that is not a possibility, let us know and we can forward your request to the Regional Manager in charge of the property.

  Thank you