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:01/30/2025

  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.

  am filing a complaint against StoneBridge Property Management, which manages Mountain View Apartment Complex at *********************************************, due to retaliatory actions, unauthorized towing, privacy violations, and failure to maintain proper living conditions.Retaliatory *************** Entry StoneBridge is aware of my financial hardship and has issued four three-day notices. Despite this, they towed my only vehicle, making my situation ******** vehicle (registered in my sisters name) was towed without ********* written notice was placed on my door or mailbox, even though this has been their standard practice for tag updates.Instead of notifying me, they used forced entry to break into my vehicle, adding extra charges.I was home homeschooling my child at the time and missed them by only 40 minutesthey could have knocked.2. Selective ********************* Violations Other vehicles with expired tags from 2020 and 2024 remain parked and have not been towed, proving I was targeted.*********** allowed the towing company onto the gated property but cannot recall who authorized the access, raising privacy and security concerns.3. Unsafe Living ************************ The property is in a high-crime area, and towing my car endangers my safety by limiting my ability to leave.There is a ***** infestation and water shutoffs at least twice a week for over two hours, making conditions unlivable.Resolution Sought:I request:An investigation into these retaliatory actions.A refund for the improper towing fees.Assurance that management will provide proper written notice in the future.These actions appear to be an attempt to force me out of my residence, violating California tenant laws and Fair Housing protections.

• Initial Complaint

  Date:11/01/2023

  Type:Billing 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 deeply concerned about the sharing of my nonpublic information with credit bureaus and the resulting inaccuracies on my credit report. This situation has caused significant financial and emotional distress.Under 15 USC **** Section 602, I have the right to financial privacy, and I expect my information to remain confidential.Furthermore, 15 USC **** Section 604(a)(2) states that a consumer reporting agency cannot furnish account information without my written instructions, which I have not provided.I have identified inaccuracies on my credit report from World Finance, impacting my financial well-being. I request these inaccuracies be corrected promptly.Lastly, please remember 15 USC 1666(b), which prohibits treating payments on a credit card account as late under certain circumstances.For reference, my account details are as follows:Account Number: *********I request a thorough review of my account, prompt correction of credit report inaccuracies, and strict adherence to federal laws regarding my information.Failure to address these issues may compel further legal action. I anticipate your prompt response and resolution to these concerns.Thank you for your immediate attention to this matter.Sincerely,*****************

  Business Response

  Date: 11/01/2023

  We do not recognize this consumer. This was erroneously sent to our company.

  Please review.

• Initial Complaint

  Date:07/31/2023

  Type:Billing 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 found an apt listed on Hotpads and made an appt to view it with Franya. After seeing it in person I decided to apply. I paid the $50 application fee. After almost 1 weeks Fanya informed me I had been approved and we settled on a move in date of that upcoming Saturday. In the meantime I signed the lease online and uploaded the proof of renters insurance. I also arranged the power, gas, and internet to be turned on. The day before the move in my mother had a health scare ao I contacted Franya again and moved it to Monday. During this time I was having difficulty obtaining the full amount for the move in coat whiv was $4600. On Monday I spoke to Franya again and explained the situation.. I was able to finally get the whole amount and w agreed to Friday to do the final paperwork. Because I bank with Capital One which does not have any physical branches here getting a cashier's check involved a lot ofo ey moving around and it was time consuming. Franya indicated she would be busy all weekend so we rescheduled again for Monday. Overyhe weekend I popped a tire so Monday morning I went to get a new one. Be there were so many people ahead of me I told Franya I might be a little late. She asked to push the time back to 2 pm. At 2 I texted he I was a little late but I was on my way and received no reply.bi arrived at the apt right around 315 and Franya was not there. I texted them calledbubdid not get an answer to either. I waited until 4them let. I got an email from he next month ninbsayingthe move in had been cancelled eu to multiple reschedules. At that point I was over it and send Franya an email about returning my $200 holdingdepsit. She replied saying it was nonrefundable which is illegal In California. After trying to say it was an early termination fee I explained and even sent he legal docs showing how the law works when ireharrinb deposit. After that she just stopped responding to my texts and emails. Since I did not initiate or even want to canc l the move in by law they have to return my holdingvdepsit within 21 days but I get no response from them.

  Business Response

  Date: 07/31/2023

  Good Afternoon, 

   

  We have further reviewed Ms. Spane's request to be refunded the $200 holding fee, and will be refunding her. Per her request the refund will be sent by mail directly to the address she has provided. We have also notified Ms. ***** of this via email. 

• Initial Complaint

  Date:01/24/2023

  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.

  On Monday November 7th 2022 there was a bad storm and that caused a bad leak in my apartment that damaged a lot of my personal property I reached out to the property manager ***** ****** that day immediately and she did not return my call till hours later. After getting her on phone she showed no care of the matter at hand. I had to reach out to maintenance myself directly maintenance they said they can’t send a tech out till after the storm just cover with towels to maintain water, We did since had no choice. They sent maintenance days later and all they did is put something on the wrong window. No repairs were done. I called maintenance and pleaded to do temporary fix for now to stop leak they sent another and finally temporary sealed the window I showed maintenance the residue that was left on ceiling and window top maintenance mentioned that is not his profession he needs to hire a contractor give him about a week to have someone come inspect for mold/mildew as I stated that was my big concern weeks later no action or repairs are done . After we come to find out that the reason of leak is due to gutter drain being clogged upstairs ,they repaired that but still not repairs or tests done in my unit which was the main reason of visits. Months have passed and yet no action or repairs where done just maintenance and management telling me they are awaiting for contractor or also using holidays as a delay. So the delay of this caused the residue to look a lot like mold or mildew which ultimately caused me to immediately move. The week of moving The property manager tried to blame me for the mold/mildew due to my fish tank which is on the complete opposite side of where the incident occurred also she finally reached out for repairs on Wed Jan 4th 2023 which at that point it was to late I was already moving and repairs would have interrupted us. Since that day i requested to speak now to supervisor Junior regarding anything with this matter he immediately told me he would have the unit tested for mold/mildew immediately and get back to me with results. Ma*** Confirmed with me on January 4th 2023 that tests where done and no mold or mildew is in the unit but Junior confirmed with me on January 5th none have been done so not sure why there is false information given. Junior said he will resolve since But Weeks later have not heard anything regarding repairs or test only prolonging , Junior the supervisor has been taking a very long time to resolve or answer any questions just keeps saying he will get back to me. Also need compensation for my property damaged due to maintenance negligence which my property insurance company already denied due to Apartment maintenance. Please assist thank you

  Business Response

  Date: 02/06/2023

  11/07/2022 Tenant placed a work order for a window leak due to heavy rain. (WO #*****-1)

  
  

  11/08/2022 Maintenance went out to unit #5 and found the leak was caused by small holes around the window frame. Water was building up on walkway above unit due to clogged drain and running down wall and into window. Maintenance cleared drain and window leak stopped. Maintenance advised tenant the window would be sealed once all surfaces were dry. Maintenance created work order #*****-2 to follow up once all surfaces were dry. (1 day turnaround)

  
  

  11/28/2022 Tenant emailed ***** ******, on-site manager, stating there would be rain in the upcoming days. Ma*** logged the request under WO #*****-1.

  
  

  11/29/2022 Maintenance went out to unit an to apply silicone all around the window to seal it. The silicone did fix the leak, and there was no more water intrusion. (1 day turnaround)

  
  

  12/14/2022 Tenant placed a work order requesting an assessment of water damage due to window leak (WO #*****-1)

  
  

  12/15/2022 Maintenance went out but tenant was not home (1 day turnaround)

  
  

  12/19/2022 Tenant placed another work order for a leaking sink in the restroom (WO #*****-1)

  
  

  12/20/2022 A licensed mold inspector visited the unit and visually inspected the areas around the window. The inspector stated there was no visible mold but there was slight water damage from the leak that occurred on Nov 7th. 

  The inspector informed the tenant the next step would be to perform water damage remediation and the work would be scheduled after the rainy season. During this visit, the inspector also inspected the restroom and found a leak caused by the laundry machines. The leak was fixed and the resident was informed a new vanity would be ordered and it would be replaced once it was sure the leak would not continue. The tenant was asked to inform management if the leak in the restroom continued.

  
  

  12/28/2022 Tenant submitted a 30 Day Notice to Vacate notice set for January 15th, 2023.

  
  

  01/05/2023 the tenant called ****** ********z, property manager, and asked if he could vacate the unit before January 15th as he already had the keys to his next unit. Junior advised him he would be charged for 30 days from the date of the notice, as a 30 day notice was required by the lease agreement. The tenant asked if Junior could extend a courtesy and let him off the lease early without charging rent due to the window leak and restroom leak. After obtaining approval from ownership, Junior approved the request. 

  
  

  01/10/2023 Tenant vacated unit

  
  

  Maintenance and management responded to tenant's service requests with next day service. Any turnaround time exceeding 1 day was due to tenant's limited availability and/or having to wait for surfaces to dry.

  
  

  Both management and maintenance were very responsive to all requests. There was no negligence on management or maintenance at any time.

  Business Response

  Date: 02/14/2023

  The past tenant has been provided with a final offer in the form of monetary compensation to close out this matter. He did not accept it. Ownership is unwilling to negotiate further. The past tenant has been advised of this. There is nothing further to discuss.

  
  

  Please close out this matter.
  

  
  

  Thank you.
  

  
  

  Customer Answer

  Date: 02/15/2023

   I am rejecting this response because the matter cannot be closed until resolved again I explained & have proven to you via pictures & emails that the lease agreement has not been getting honored 

  There is clearly facts proven that the unit while being occupied by myself has been uninhabitable & not safe for occupancy since Nov 2022

  I plead that BBB please step in , clearly with the timeliness of reply to this matter it shows that there is no responsibility & attentive of providing assistance I’ve been dealing with this stress & back & fourth communication for months. 

  Again ultimately the repairs & testing never done has caused a big financial burden & stress on my whole family and violated lease agreements & certain civil codes of California renters Law

  Again the $2500 offered by The VP of Operations ****** Ascencio is just nearly enough to cover my personal property that was damaged from water intrusion into my unit from upstairs gutters being clogged (Maintenance building Inspection Negligence)

  I have provided pictures of Lease Agreement that was confirmed by supervisor ****** ********z being valid 

  I also provided pics of California renters civil code that shows violations from Stoneridge Management Partners

  Please review the facts provided & the Track record of complaints towards Stoneridge Management VP of Operations & Management 

  Provided also is pictures of rent paid & Denial from my personal renters insurance to cover my damaged items 

  Thank you