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:07/15/2025

  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.

  My air conditioning unit has stopped working and my apartment has been 84 degrees for 4 days I have sent an email to my property manager requesting maintenance to come fix it and I haven’t gotten a response. This happens every year and they have yet to try and fix the problem permanently

  Business Response

  Date: 07/15/2025

  According to our company records, there was a call for a clogged condensation line on June 30, 2025 and the issue was addressed the same day.    At this time, we have received no contact from the resident regarding any further problems.      However, based on the customer complaint directly to the BBB, we will produce a ticket for our HVAC technician to look at the issue.   It will be added to his list and addressed in the order it was received.In the future, if a maintenance issue persists, please contact Stewart Langley Properties directly so that we can better assist you.    

• Initial Complaint

  Date:08/27/2024

  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 moved out of a duplex I rented through Stewart Langley on June 30, 2024. I lived in the duplex for just under four years. I had asked for clarification of cleaning responsibilities multiple times from both the property manager and the maintenance manager. I paid a $775 security deposit as well as a non-refundable $250 pet deposit. I received an itemized list of charges that uses my entire security deposit and asks for an additional $55. I had cleaned the entire duplex as asked. I had been told by the property manager not to hire any professionals to do cleaning. I had been told by the maintenance manager that any nail & screw holes, etc, in the wall are counted as normal wear and tear and to not remove any anchors from such holes as it would cause them additional work, or to repair any normal wear and tear holes.
  
  I was charged to have the duplex painted with three coats of paint, supplies and labor. They cite cat hair. This should have been covered by my pet deposit.
  
  I was charged for cabinet repair. I had no broken cabinets.
  
  I was charged for trash removal. I left no trash except in the provided outdoor trash can.
  
  I was charged for 5 light bulbs. All light bulbs were in working order.
  
  I was charged to have the carpet pulled up. There was normal wear and tear to the carpet and in addition, stains from having the hot water tank drained and replaced, which I had reported.
  
  I am requesting a refund for all but the doorstops, mini blinds, and dryer vent hose.

  Business Response

  Date: 08/27/2024

  Good afternoon.   Thank you for the opportunity to address this complaint.  We do all move out inspections within 72-hours of move out as required by the VRLTA.  The move out date was 6.30.24 and our inspection was conducted on 7.1.24.   When the security deposit settlement was sent to the resident, a breakdown of all charges for damages and bills from vendors accompanied the statement.   The charges are as follows:1.  Extra painting and supplies $120 (vendor charge)2.  Flooring removal $250 3.  Light bulbs (5) non-working  $254.  Wall work.   We only charge for repairs of more than 50 nail holes or holes larger than a pencil eraser.  $1005.  Cabinet repair $100 cabinet doors & hinges loose or broken.  6.  Replacement of broken mini blinds (3) $1207.  Trash removal $508.  Replacement of dryer vent hose $35 9.  Missing door stops (6) $30The $775 security deposit was credited to these damages with a balance due of $55.    I am having the property manager review the move in inspection vs the move out inspection to double-check that the charges are correct.     The resident has written to the property manager by a separate email; thus, we will answer her specific questions there.   I have attached a copy of the inspection.    Please note our manager's inspection is preliminary and further damage charges may be assessed by painters, maintenance, and cleaners.   Sincerely,Stewart Langley Properties

  Customer Answer

  Date: 08/28/2024

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  Rejecting my request does not solve my complaint. Additionally, providing information such as over 50 nail holes being considered more than normal wear and tear after I moved out -- and I had asked specifically about this among other things -- is not helpful or fair. I was told nail holes are considered normal wear and tear. I was not given any numbers.
  
  Regards,
  
  ******* ***** 

  Business Response

  Date: 08/29/2024

  Good afternoon.   I have spoken with both the Property Manager, ****** *******, and the Maintenance Supervisor, ****** ********, both of whom were present at the pre-inspection and move out inspection of your rental unit.    The following are more details regarding the condition of the premises:1.  Our vendor charged an extra $120 for extra labor, etc. due to the extreme dirt, and cat spray/hair on the walls.  (the bill copy was included in the SD Settlement).    This was due to the poor/dirty condition of the walls and the requirement that all be wiped down due to pet hair.  2.  The flooring was saturated with urine and did not pass our black light test.   Thus the flooring was removed and you were billed $250 for that labor cost.3.  At the time we conducted the move out inspection, there were five non-working light bulbs.   Thus, they were replaced and the resident billed $25 for the LED bulbs.4.  Wall work was not related to nail holes, but rather holes in the wall of the bathroom related to the broken cabinet.  Additionally, the absence of door stops caused indentions in the wall requiring repairs.    The labor cost of $100 was added (2 hours labor).5.  Cabinet repair.   Multiple cabinets were broken including the cabinet over the washer, the turntable base on the lazy susan, and the bathroom cabinet.   We chose to repair instead of replace these items, at a cost of $100.   To replace would have been in excess of $600.  6.  Three mini blinds required replacement due to damage @ 40 each, the charge was $120. 7.  Our maintenance team removed a box of miscellaneous items, loose picture frames, etc. that were placed by the trash toter.   These items would not have been removed by the city as they were not in the toter.   The charge for the removal was $50. 8.  The dryer vent hose was torn in half, and required replacement.9.  Door stops were not present in the entire unit and required replacement.   Failure to replace those would result in additional wall damage.  As you can see by the detailed information given, the unit was left in poor condition.   These items were in no way considered 'normal wear and tear' for a rental unit.   Thus, the resident was billed for these items.     After discussion with our team, I find that the damage charges were fair and accurate and will remain on the account.   The security deposit covers all but $55, which should be paid to us at the earliest convenience.   Sincerely, ***** ******President Stewart Langley Properties

• Initial Complaint

  Date:07/02/2024

  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.

  My landlord is strong-arming me with a $50/hour plus materials costs bill for their maintenance man's time addressing a reoccurring plumbing issue that existed prior to move in. The landlord's employee treated me aggressively using his voice & size to confront and disrespect me in my own home. As seen attached, plumbing issues and dishwasher being filled with blackwater in my unit were discovered the month I moved in, January, on the 8th of & 26th of January.
  July 2, 2024, I noticed that my sink was clogged and the dishwasher being full of blackwater reoccurred. As before, I notified the landlord. The landlord proceeded to tell me that because the maintenance man was here for 2 hours and still had not remedied the plumbing issues, I would liable for their employee's time at the rate of $50/hr + costs.
  I immediately called the landlord and spoke with their agent, ****** ******, reminding her that plumbing issues had plagued my unit within 72 hours of move in and reoccurred just days after the initial repair. It is obvious that the original issue was faulty plumbing that was never properly addressed in January of this year upon my reporting it upon move-in and/or discovery. Logically, this issue likely pre-existed my occupancy. ****** stated cabbage was the root of the issue on our phone call today. I do not consume cabbage. In addition, the maintenance man's hostile position further explains that the cause of my dishwasher filling with blackwater reoccurred and his attempts to repair in January were ineffective. I had to ask him to lower his voice and respect me repeatedly in my home. I will not be paying for a maintenance employees time working on a maintenance issue. It is reprehensible that reporting a preexisting maintenance issue subjects a tenant to liability, particularly when you referenced a tenant's duty to report maintenance issues. Further, I am currently unable to use my sink &dishwasher and they want me to pay for their negligence/improper maintenance

  Business Response

  Date: 07/03/2024

  Good morning.  Thank you for giving us the opportunity to address this complaint.      On 1/26/24, maintenance was asked to address an issue of standing water in the dishwasher at this apartment.    The maintenance technician responded and addressed an issue with the drain hose.   From 1/26/24 until 7/1/24, we received no further maintenance calls regarding this issue.  We do quarterly inspections of each of our apartments which includes a plumbing inspection, and no issues have been found during the last six months. On 7/2/24, our maintenance technician was again called to the apartment for standing water in the dishwasher.   Upon his arrival and investigation into the matter, he discovered that a huge amount of food had been lodged in the drain, the pea trap, the garbage disposal, etc. which was totally blocking the ability of the plumbing to drain properly.     He worked for quite some time, but the clog was so impacted that he could not get it unclogged.    While attempting to make the repair, the resident became so belligerent and hateful, the technician called the Division Property Manager so he had a witness during this event.    He kept the Division Property Manager on the phone as a witness to the entire encounter.   Additionally, all of our calls to the office are recorded, so we have documented proof that the Resident was actually the aggressor in this situation.    After hearing the treatment our technician was receiving from the resident, the Division Property Manager instructed him to pack his belongings and leave the unit.     The technician will be returning today to address the issue by using a drain line camera and will be accompanied by his maintenance supervisor.      The following is a direct quote from our lease agreement - which was signed by the resident:"DAMAGES:  It is the responsibility of Resident to promptly inform Landlord in writing of any damage or defect whether caused by you or not.  If damage is incurred due to the absence of Resident informing Landlord, the cost of the damage will be added to Resident’s account as rent for immediate payment.  Any damage caused by Resident will be billed to Resident as additional rent also.  Resident has an obligation to care for the leased premises in such a manner as to avoid any damage or additional damage, except for normal wear and tear."  Thus, the resident is being charged for this repair.    First, if it was an ongoing issue since January, we should have been notified long before July and violates the responsibility of the resident to promptly inform us of any issues.   Secondly, the resident is being charged for this repair because of her abuse/neglect of the garbage disposal and the impacted clogs originating from her specific kitchen sink.    Had the equipment been used properly, this clog would have never occurred.  Again, we appreciate the opportunity to address this concern.  However, we stand firm in our position on this matter.   Sincerely,***** ******, President Stewart Langley Properties

• Initial Complaint

  Date:04/04/2024

  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.

  I moved out of ****** ***** ********** ***** 12/15/2023. This is a Stewart Langley Property. I Payed a security deposit of $1090. After I moved out the Patio sliding door needed repairs, so the cost for that repairs was taking out of the security deposit. A remaining of $692 was supposed to be mailed to me. They claim they mailed it about 2 months ago but I never recieved it. So Iask them to reissue me a check, they told me there will be a $50 fee to reissue. They told me the address was wrong the first time, so I gave them the correct address to mail the check. They said they have mailed it again and still never got it. I just want help to resolve this issue. They told me to contact mail carrier but I need proof or a confirmation number that it was mailed.

  Business Response

  Date: 04/04/2024

  Our records indicate that **** ***** resided in one of our apartment homes until December 31, 2024.   He provided us with a forwarding address and the security deposit refund was issued in compliance with the ***** guidelines.      Subsequently, we were contacted that the security deposit had not been received.    In checking our records, we found that the check had not been cashed and that we were given an incorrect forwarding address.   Additionally, at that time, the initial check had not been returned to us by the USPS.   On March 20, 2024, a stop payment was put on the previous check and the $50 fee was added to the resident account, per the resident's agreement.     Also on March 20, 2024, the security deposit refund check #***** in the amount of $642 was mailed to the resident at **** ************ ****, ***  **** **, *******, *** ***** which was the address our Property Manager confirmed with the resident. At this juncture, the check has been placed in the hands of the USPS and is out of our control.     Historically, we have seen checks take up to three weeks for delivery.   Thank you for the opportunity to give a timeline of the issues surrounding this refund.    We are hopeful that the USPS will deliver your refund check soon. Stewart Langley Properties

• Initial Complaint

  Date:09/21/2022

  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.

  Stewart Langley Properties is trying to Bill me and my Mother $49.88 for a electric bill that we are not responsible for. The bill is in their name, their account, their usage and is their responsibility, not our's and we will not pay for their usage. I will make a payment at the end of this month toward the total final balance. Once this is resolved I will get to the other problem with Stewart Langley Properties.

  Business Response

  Date: 09/21/2022

  Good afternoon.   In review of this complaint, I find that the resident gave notice to vacate on 5.31.22 which ended his obligation for rent and utilities on 7.31.22 (because we require a two-calendar month notice).   Because Stewart Langley Properties has an agent/owner agreement with AEP, anytime a resident turns the power off, it automatically goes into our name.   Thus, this explains why the bill for electrical service from 7.13.22 to 7.31.22 was billed to our company despite the fact that it falls within the responsibility period of the resident.   Therefore, we included a copy of the bill with the Security Deposit Settlement and added it to the resident charges on their account.  Please refer to the lease agreement for further clarification on resident responsibilities.  Than you for the opportunity to address this complaint.Sincerely,Stewart Langley Properties