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:03/17/2025

  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.

  Hello, I am a resident at renew cross creek in ************** mo and I would like to file a complaint against the property manager miyoki or whatever her name is, she is extremely rude and unprofessional. I am having an rental emergency , where better family life mailed a rental assistance check to me and it went to where the addresss on this company old w4 is, Moyoki acted extremely rude and incompetent when and she is refusing to assist, I want to speak to someone over her. It is not my fault this company switched , I was told by your manager that I wouldnt need to do anything, she is horrible to manage here especially in emergencies.

  Business Response

  Date: 03/25/2025

  We have been in contact with ****** Townie regarding the rental assistance check that was mistakenly mailed to the prior management company. We are actively working with the previous management team to have the check forwarded to us.
  To assist in expediting this process, we kindly ask the resident to provide the date the check was mailed and the check number. This information will help us coordinate more effectively and ensure a timely resolution.
  

• Initial Complaint

  Date:01/13/2025

  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.

  I have been a resident at ******************** for the past two years and have encountered ongoing maintenance challenges that I feel compelled to address.While I try to limit my concerns to major issues, there have been several unresolved problems that are increasingly impacting my familys safety and well-being.Freezer Issue: The freezer door does not close properly, causing water to leak onto the floor. When maintenance was notified, duct tape was applied as a solution. Unfortunately, this was not a proper fix.Heating Issue: Before the recent winter storm, my heating system failed. Maintenance inspected the issue and informed me a part would be ordered, and the repair would be completed on Monday. However, no one followed up, and I had to hire an external service to address the problem.Electrical Safety Concern: Currently, the electrical system in my unit is sparking when lights are turned on, posing a serious safety hazard.I am deeply concerned about these recurring issues and the potential risks they pose, especially as I have children living with me. I would greatly appreciate prompt attention to the electrical problem and a clear plan for addressing the broader maintenance concerns.

  Business Response

  Date: 02/14/2025

  We have completed all required repaired to the apartment and offered Ms. ***** the following reimbursement, which was agreed upon.
  Repair total: $851.31
  Half of Amern: $55
  Heater total: $85.26 

   

  Thank you.

• Initial Complaint

  Date:12/03/2024

  Type:Billing 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.

  I moved into ********* at ******** without inspection of the unit in April of 2023. We had multiple problems early on including major problems with spiders and trash piling up at the dumpsters outside. We requested pest control on multiple occasions and they were a no-show each time. The property manager tried to tell us they had been there but we were home and nobody came into the apartment. Finally, on one visit someone came in and placed little cardboard sticky traps and left. The property manager told me he would put us on the list for each time they came until we let him know that we were no longer having trouble with spiders. We never saw the pest control company again - we started spraying the apartment ourselves. My daughter moved in with her dog and we paid the pet deposit (an additional $350) and noted that he needed to be kenneled before anyone entered the apartment.We moved out on Sept. 18, 2024 and were due a refund of $502.88 of our $650 deposit. As of Dec. 3, 2024 I have not received my refund and have not been able to get a straight answer from anyone as to why that is. I cannot get a return call from anyone when promised. I am requesting my deposit refund and refund of pest control fees paid over the course of the lease as services were not rendered. I am also being charged $9.95 lease term fee according to paperwork but paid termination fee already. I am also requesting interest on this refund at this point as it has been 11 weeks now since I have moved out. There is no reason for them to have my money without paying interest on it for this long. I have tried to deal with the leasing manager, property manager and the corporate office and gotten no resolution.

• Initial Complaint

  Date:11/20/2024

  Type:Billing 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.

  I am a former tenant at ********** at ********. My lease termination date was September 19, 2024. On August 9, 2024, I sent the property manager the forwarding address to receive my security deposit back. I have written proof of this, if needed. As of November 20, 2024, I still have not received my security deposit back. Per section 49 of our lease agreement and Missouri statute *******, my deposit should have been returned to me within ********************************************************************************* any portion is withheld. Over 60 days later, I still have not received either of these. I have attempted multiple times to reach out to Stone Creek Living to resolve this issue via phone call, voicemail, and email, all to no avail.

• Initial Complaint

  Date:11/05/2024

  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.

  I currently reside in ****************** as of 09/13/2024 in **********, ** which an entity of Stone Creek Living. I have had nothing but problems since I moved into here and the problems are not being addressed in a timely fashion and should have been done prior to leasing this unit to me. I had to report that there was no ventilation outlet for the dryer in the basement and that took almost a month to address causing me to not be able to wash and dry my clothes in my own home. I was forced to resort to a laundromat. The basement flooded the first night I moved in with water coming in from the basement window and walls. Then I've killed multiple pests (wasps, gnats, and a cockroach). Pest Control has been out to spray multiple times since. I asked for a credit in rent for the inconvenience and was told that couldn't be done but they would issue me a gift card. I called and emailed for weeks regarding that and finally received the gift card last week. I've also reported needing a replacement for the dishwasher. The first go round I was told there was nothing wrong with it. This last go round I was told yes it does need to be replaced but that's going to be a few weeks as well. Now I'm washing dishes by hand, but that's also part of the unit/rent. Just recently my basement flooded again (11/04/2024) and the window broke from all the water pressure. I had to unplug the w/d, move furniture, and now its a safety risk for illegal entry and potential black mold. I've attached pictures of the damage. I got bad attitude from the property manager, no answer from the corporate office after multiple attempts, and obviously the repair was not properly completed the first time. I feel I should not be paying full price rent with these type of issues going on. It leads me to question how did the unit even pass inspection.

  Customer Answer

  Date: 11/06/2024

  I enclosed the additional pictures that didn't load right originally. The main landlord stopped by with a vendor yesterday, barely spoke, and left with an attitude and a reply of I'll get back to you rudely closing the door. I have NOT heard anything else from her. 

  Customer Answer

  Date: 11/27/2024

  That company never answers the phone or respond to messages. However the property Manager locally can be reached at ************. I don't know how much help she going to be.

  Customer Answer

  Date: 12/01/2024

  So more to add: maintenance came by Wednesday before the holiday to install a "temporary" dishwasher because the actual dishwasher is still backordered. That turned into I needed a new garage disposal and waterline. Now it's Sunday, 12/1 and the garbage disposal is broke! The kitchen sink is leaking water and I had to put a bucket under it. This is ridiculous! The corporate office is not good to answer so please contact the property management. *************). 

  Business Response

  Date: 12/09/2024

  The issues that were mentioned and have addressed and taken care of. We provided the resident with a gift card for the inconvenience and that she experienced until we resolved the concerns.
  

• Initial Complaint

  Date:10/10/2024

  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 section A worker was having conflicts with the ******* managers and caused me to not go with them. During the process I had paid the deposit and the money order. They ended up refunding me the refund check, it took 4-5 days. During that time I did a change of address and I had a forward address. As a result, it went back to the regional office and I have not gotten it due to no longer living in the old address. I have tried calling, sending in emails, and I have had no answer. I had 3 different numbers I had called and no answer with infinite ringing. There used to be a call center but there doesn&#**;t seem to be one since it keeps ringing. The numbers I called were the following:************ ************ ************ The refund amount was over *******. I have been waiting for a reprint and redirect to my home. On September 23rd I sent them an email asking the status of my refund and the current address and I have not received any word.

  Business Response

  Date: 10/11/2024

  Thank you for your feedback.   We are sorry the check wasn't received due to the changes with the address.  We have sent your request over to our accounting department.  We will follow up with you once the check has been processed.

• Initial Complaint

  Date:09/17/2024

  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.

  My lease ended with their property Heatherton estates on 7/29/2024. I effectively moved out that property on 7/15/2024. I have documentation that proves I have a new lease and utilities that never went passed our lease agreement. I went to the leasing office on several occasions to return my keys and documents. They were either closed or something was missing. I have video and voice recordings. I called them several times as my ex and I kept receiving notifications stating that we owed a balance. I contacted via phone and email on 8/15/2024 advising them we stopped living at that residence with in the designated timeframe stated on the lease. On Sept 16, 2024 I received a collections notice stating I owed heatherton estates. That same day I spoke with *** j who sent me an itemized statement that was dated 09/16/2024. Even though, I moved out in July. Today, I spoke with the property manager that stated since they did not have there keys in hand they didnt know if I moved out. Which is false because when I spoke with ****** he stated I could drop the keys in the rental box which I did. I requested for them to run the cameras and the property went into defense because she was aware that she was wrong. StoneCreek please resolve this issue as your property manager illegally sent me to collections without sending proper notification with accordance of the Fair Debt Reporting Act. If proof is needed of my new lease that can be provided.

  Business Response

  Date: 09/18/2024

  We received keys in the drop box and were not aware of which unit they were for.  We have made the corrections to the account and there is a refund that will be sent.  We have also contacted the collection agency with the revisions, and we do not need any further collection efforts from them.

   

  Thank you.

  Customer Answer

  Date: 09/19/2024

  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:05/30/2024

  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.

  This is the property management company for the Willows on *******. My daughter and her boyfriend spoke with ******* on ******* early May 2024 and were excited about renting an apartment. They paid $1000 cash to a Leasing Agent (who quit this week) and only $500 was put down as a deposit. They were told that they could not pay with credit. They were told to pay by cash or money order, so they left and got the $1000 cash for her. The leasing agent kept several copies of the receipt. My daughter lost her copy. The $1000 was counted out slowly in front of them and there is a camera in the leasing office for everyones protection. They went earlier this week (taking half day off work without pay) to do a walk-thru and sign a lease. When they got there, there was no appt and the original leasing agent was not there. The other agent had a prior appt and had to leave. They asked for their money back and was told they only paid $500. The camera in the leasing office for their protection - is fake. I called and talked with the leasing agent and her plans were to talk with the original agent - who quit right after?? She had me have my daughter put in writing the order of events. She never responded that she received it. Fast forward, I have called and left messages at the apt complex and the management company and no one has called me back. $1000 is a lot to most people and even more to 2 young adults. They need a refund.

  Business Response

  Date: 05/31/2024

  *********************** and *********************** applied for apartment 425E at ******* on ******* on 4/2/2024.  They cancelled their application on 5/22/2024.  Per their ledger, on 4/2/2024 they made a payment of $300 and on 4/4/2024 they made a payment of $500.  Their account was assessed a $100 administrative fee and $110 in application fees.  Per the cancellation policy, the administrative fee and application fee are non-refundable.  We have processed a refund of the funds of $590 following their cancellation.

  We have asked the applicants to provide documentation regarding additional payments and they have not provided any.  When in the management office on Friday 5/24/2024, they yelled, cursed and threatened the onsite manager.  When they were asked to leave, they yelled, slammed doors and proceeded to scream profanities in the parking lot.

  We would be happy to review the matter further with any verification of payment.  If they can't locate receipts, we could review a withdraw statement from their bank.  At this time, we have no records showing additional payments to the community.

  Customer Answer

  Date: 06/03/2024

  Complaint: 21780664
  
  I am rejecting this response because:
  I called the Leasing Agent on 5/31. My daughter found the receipt for $1000. I sent her a copy and a refund should be issued for the remaining $500. Its unfortunate that the payment wasnt applied accurately in the first place. I do wonder where the $500 went, but am happy to know that now everyone is aware that $1000 was paid. I did not attach a copy of the receipt to this since it has your companies private banking information on it. I have both checks being mailed to my address to confirm receipt. There is always 2 sides to a story and disrespect was shown from and to the LM. I experienced it myself when talking to the LM. Once I receive both checks, I will withdraw this. Thank you.

  
  
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 07/16/2024

  The money was refunded and I ask to close this case. Thank you. 

• Initial Complaint

  Date:08/14/2023

  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.

  It has been a long time since I was told they would send me my $220 back for their "accidental" charge for a supposed bathtub resurfacing. I has been 80 days now and I still have not received the money.

  Business Response

  Date: 08/14/2023

  We will need much more detail to be able to research this claim. Please provide the apartment community name, address/unit you reside(d) in when living at the community, circumstances surrounding the incident/charge being placed on your account and who you have been speaking with to resolve this matter. 

  Customer Answer

  Date: 08/16/2023

  I was a resident of the *************************. I was located at *****************************************************. My lease ended on May the 12th. I got in touch with the office staff then about this charge. I was told multiple times that account was working on it. 
  If my rent payment had been 2 months late I would have been charged hundreds in fees. Does the same apply to them?

  Business Response

  Date: 09/15/2023

  This issue has been resolved with the resident. The amount for a move out charge has been credited back to the resident and this issue has been completed and resolved. All items have been addressed and corrected.

• Initial Complaint

  Date:06/14/2023

  Type:Customer Service 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.

  I am writing to bring to your attention an incident of bait and switch and poor management that I experienced as a person with disabilities at *********************** in *********, ******. As an individual with a severe disability, relying on SSI and the Brain Injury Waiver for both Brain Cancer and stroke complications (speech and coordination). I am seeking assistance from your office to pursue reimbursement for the apartment I was obligated to move into.PLEASE see attachment for full details.

  *******************
  *******************************************************