ComplaintsforStone Creek Living

• Initial Complaint

  09/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  05/30/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  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

  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 response

  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 response

  07/16/2024

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

• Initial Complaint

  08/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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

  06/14/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  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.

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

• Initial Complaint

  01/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I moved into Chalet Apts on 1/13/2023. They had NOTHING move-in ready. Claim cleaners and carpet cleaners had been out day prior...NO ONE CLEANED THIS PLACE...it remains as when I moved in. I told these people that I had been done wrong by 1 of their competitiors with my unit NOT BEING READY on the day they said it would be and that I was moving from 2 hours away and had to get moved. And cleaning is just the beginning on the issues. Maintenance is trying to take the blame, when everyone knows the Property Manager, ******** ****** is the only person responsible for ensuring an apartment is move-in ready. She should have walked through the unit...I called repeatedly the week leading up to my move-in. When I arrived 1/13/23 to do my walk-through and then drive back 2 hours to finish packing and a UHaul was coming at 10:00 a.m. the next morning, they told me "they understood", "they were sorry", blah, blah, blah...since this is the 2nd apartment complex in Topeka to do this to me, the legal assistant job I accepted and started working, I WAS FIRED FOR having too many 'outside' issues to be able to perform my job. I relocated to Topeka for THAT JOB. Now I have no job and have been living out of boxes. I attempted to discuss the issues with ******** ****** yesterday, she insisted the maintenance guy be there...she REFUSED TO REPLACE ANYTHING...except 1 toilet seat/lid an bottom of door liner on my unit door. Claims cleaning needs to come out...really? Where am I supposted to put ALL MY BOXES? When carpet cleaners were out, they moved everything onto non-carpeted areas. I'm not moving them all again so housekeepers can clean. This is unacceptable and I used to work as a leasing assistant, and I woudl NEVER have allowed this unit to be even looked at. From the broken toilet, urine stained and rusted out toilet, to the sinks needing replaced, faucets, all the ceiling have horrible water stains...my living/dining room HAS A STRIPED CEILING!! I've tried to reach ******* ****** area manager, no luck. HELP!

• Initial Complaint

  12/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Living in *********************, Stone Creek Living, in *********, **, had left me with nothing but despair and sleeplessness. I was not allowed to inspect the apartment before I signed the lease and moved in. On the first day of moving in, Aug 18, I did the regular move-in inspection and reported a high-frequency noise and vibrating floor in the bedroom. I suspected that it was the ceiling fan malfunctioning in the bedroom one floor below me. I also found leftover food in the cupboard. I told the manager face-to-face and wrote it down on the move-in checklist. The manager understood the problem and promised to have the maintenance team to fix the problem. That did not happen. I communicated with all the managers in the management office face-to-face on a weekly basis in hope that the team would fix the noise problem in my bedroom as soon as possible. Meanwhile, I had no choice but to shut the bedroom door and slept in the common area. It is so distracting that the space cannot even be used as an office.I also made repeated maintenance requests via the online portal with one on Sept 7 and the other on Oct 24 reporting the same issue. Every time, the managers response was that there was nothing they could do. On Nov 2, I told the managers face to face that I needed to move out. I tried subleasing the apartment, but I did not know how to explain to new leasers about the high-frequency noise in the bedroom. On Nov 20, I told the managers that I could no longer stand having a bedroom that I cannot use and living in the common area. I was told to talk to the higher-**** and the managers in the management office was not in charge of anything. I met the maintenance team for the first time on Nov 22 at 2:45pm. They told me that they were never informed about the floor vibrating issue and that they will fix the noise issue within a week. However, they did not fix it. The management team has not since responded, but they wish to continue to collect rent from me.

  Business response

  01/04/2023

  This property is not located at Park Terrace Apartments. Will forward to upper management

• Initial Complaint

  09/30/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am writing this in good faith, with the hope that we can settle this matter amicably. On September 3, 2022, I was slated to move into unit ****** located within ********* at *** ****. I did not have the opportunity to view it beforehand. I’d been assured that ****** then-manager, did a walk-through to ensure the unit was move-in ready. After providing her with the money orders, gathering the keys, and walking in, the nature of the unit hadn’t yet dawned on me. After a while, however, I realized that the unit hadn’t been thoroughly cleaned, despite ***** claiming that it had been cleaned the day before. The windowsills were riddled with filth, and the unit was swarmed with bugs, spider webs, dust, and mold. The unit was inhabitable. I was unable to lock the patio door, so anyone from the outside could enter. Keep in mind this was a basement unit. If ***** had done a walk-through, how did the lack of cleanliness and malfunctioned patio lock go unnoticed? There are principles to managing a property. This was unacceptable. When I inquired if I could have my remittances refunded, ***** stated she did not have her checkbook on her, and wouldn’t until the beginning of the next business week. She stated that I could “give her the keys and leave” and that she’d reach out to corporate. I returned my keys to ***** on September 8, 2022. She was unable to provide any information on corporate’s decision, and I’ve yet to receive any correspondence regarding a formal determination. I understand that the end goal is to profit, however, ******* lack of empathy and action was really disheartening. Her nonchalant attitude ran inconsistently with the values that I believe StoneCreek upholds. I have enclosed some pictures within this complaint. This is what I walked into. My concern isn’t necessarily with the remittances I made for the purposes of renting this unit. I believe that *********** negligence serves as a breach of contract, and as a result, the lease should be terminated.

  Business response

  10/14/2022

  This complaint is not affiliated with Park Terrace Apartments. Complaint has been forwarded to upper management to be resolved through the proper site.

• Initial Complaint

  08/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Too many incidents to list here in the 2.5 years of residency. The worst has been recently faulty utilities causing my utility bills to more than triple. They reimbursed a partial amount in online e only gift cards only usable on certain websites. No rent credit allowed. The latest incident being today Aug 2 2022. No reimbursement of any kind on an electric bill of 249.00 when our normal avg bill is 74.00. Inflated bills have been proven to be caused by their bad equipment.

  Business response

  08/16/2022

  To Whom it May Concern:

   

  Friday, 1/28/22, a slab leak was located underneath the gas water heater in *** ***** apartment.  At that time, the contractor requested that the resident clear out the closet so they could return to repair the slab leak Wednesday, 2/2/22.  The repair was completed as scheduled and our service team installed a new water heater.

   

  Monday, 1/31/22, *** ***** presented our office with a *********** ****** (gas) bill which reflected an increase in usage and requested to be reimbursed. We requested copies of 2 gas bills prior to the slab leak, and 2 after the leak had been repaired, to accurately compare and accommodate her request for reimbursement.  *** ***** provided our office with the requested gas bills 4/12/2022 and agreed to a $100 gas bill reimbursement, which we generated as an e-gift card.  She asked if she could pick it up at the office, and we informed her that for tracking purposes our company policy is to generate these through our ****** ******* website, and that it could take approximately 45 – 60 days for processing.  The e-gift card was sent for processing and *** ***** was sent an email to claim her gift card on 6/13/22, which she did not claim until 6/27/22.

   

  The week of 6/14/22 *** ***** reported limited hot water and very little water pressure.  Our service team investigated the water heater and noticed it had stopped working.  We proceeded to replace the water heater again on 6/17/22, after filing a warranty claim on the first water heater we had installed.  At that time our service team discovered another slab leak (in a different location) and scheduled a contractor to repair 6/24/22. 

   

  6/28/22 *** ***** presented our office with additional gas and electric bills, which had increased.  We explained to her that she should not have seen an increase in her electric bill because this was a hot water related repair and would only reflect on her gas bill. We informed her that **** ****** recently increased their rates and encouraged her to contact their office about the increased bill.  To compromise with *** *****, and accommodate due to the inconvenience, we issued a reimbursement of $250 for the gas bill, and $100 for the electric bill via ************* on 6/30/22, in order to avoid a delay in in compensation.

   

  8/1/22 *** ***** presented another electric bill, at which time we asked if she’s had any further hot water related issues since June, and also confirmed her gas bills were no longer “abnormal”.  We then reminded her that the repair would not have affected the electric bill and encouraged her (again) to reach out to **** ****** to research the charges due to the abnormal increase in her bill.  

   

  We feel as if we have accommodated the resident appropriately, and no further reimbursement is necessary.  If you have any further questions, please feel free to contact

   

  Thank you,

  ***** ******, CAM

• Initial Complaint

  04/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  My apartment was vandalized in January! I honestly do not know for sure who caused the damage as I wasn’t home and police said prints couldn’t be taken from the large rock, which was the object thrown, due to its hard texture. The apartment manager is charging me for the damages and also adding late fees and the amount to my rent. My rent is $664/month now it’s $739/month plus the remainder of damage and cleaning fees I’m being charged and late fees for not paying it. This doesn’t seem right. I have a lawyer working on my behalf to dispute the charges. The maintenance team took a month plus to repair my window and left my unit a mess so I’m very confused as to why I’ve also been charged a cleaning fee on top of everything else. The apartment manager is pretty biased towards me due to me filing a report about mold in my unit last year so I would like this issue resolved without malice! I am planning to move due to the stress of living at this space! There is enough going on in the world as it is and I refuse to be harassed any longer! I’ve endured domestic violence, bullying, and threats since leaving and trying to better my life. I am not going to take the blame for what has happened to me and caused damage to not just materials but my mental health! No one from corporate has reached back out and it’s been months now.

  Business response

  05/04/2022

   

  In the afternoon of January 3, 2022, resident ****** ******* called to notify us that something had broken her sliding glass door. We sent maintenance over immediately so that they could board up the door until the glass door could be replaced. I have attached the incident report that she provided to us. On it you will see where it says relationship to offender reads 10K which mean otherwise known. I confirmed with my on-sire courtesy officer that means that would have had to disclose to the officer that came out that day and he had stated that she knew who he was. She even provided his name to the officer because thi is someone who she had invited into her home on several occasions as well as someone who had vandalized her car just a few weeks before. I have also attached a copy of her lease that states on page one that she is responsible of the actions of her guests. The sliding glass door has been replaced and the damage charges are till owing on ******** account as seen on her resident ledger.

   

  Given the above and attached documentation, we are unable to remove the damage charges from ******** account.

  Customer response

  05/09/2022

  Complaint: ********
  
  I am rejecting this response because:
  
  This is only completely true. The unknown person is a stranger to me. It is someone that offered to help me and that I still paid to move and pack heavy items in my apartment. I had a court date, that I was subpoenaed for as a witness, which is not related to this situation yet the property manager has chosen to consider in this matter. My car was vandalized the day before court. I reported the incident and individual and had my suspicions of this person and if I had been set up. The incident that followed was my patio door being vandalized. I spoke with ****** at the office afte* ******* ******* *. of the Greenville Police Department arrived. A large stone was found behind boxes and the officer informed me that prints would be hard to obtain due to the texture of the stone. I had returned to the glass shattered so we took a moment to confirm that nothing had been stolen while my insurance agent was on the phone. I informed them that nothing of my personal property had been stolen other than a copy of my protective order and other court papers that I had on the couch directly in front of the patio door. The maintenance patched up the door that day. I contacted the office about two weeks later for an update on repairs for the door as we were expecting snow and a young lady told me that I needed to provide a police report. So I did, then they told me I needed to report the incident to my insurance company, which I had already done and informed them, and they told me that the insurance company was responsible for repairs and hiring a vendor etc. My insurance agent sent them a letter stating that they were not respond and why. ****** sent me an email stating that the letter did not explain what it literally did. It took them over a month to fix the door. No communication from the manager at all. No regard for my safety at all. I’m not aware of a courtesy officer in the complex. No one has spoken with me about the incident. They have just worked with officers and public records to use any information against me . After my car was vandalized, I was able to retrieve a job application that the suspect had left behind which is how I was able to give a name of a person of interest. The incident that occurred on January 3rd, I was not home and unable to confidently identify what exactly had happened. But I knew someone had done something physically to the door because the trees and debris weren’t likely to cause that specific damage and also after finding the stone on the inside linear to the damaged door. I am moving soon and hoping to resolve this issue and leave all the trauma from the past months behind. Adding damages to my rent amount does not seem right or fair at all on top of cleaning fees when glass, fingerprints, debris and trash were left on the inside and outside of the unit. 
  
  Sincerely,
  
  ****** *******

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