ComplaintsforRedstone Residential, Inc.

• Initial Complaint

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I moved from a diffrent state to summit ******** signed lease only to arrive to an unfinished apartment. Unfinished cupboards, smoke detectors missing, doors messed up, dirty toilets, mildew, paint and sawdust on floors and bugs all over as well as window seal. We were devastated and we asked when it could get cleaned we were told it couldn't and if we didn't like it they would let us out of lease we had now where to go. We then tried to address all the repairs after being left no choice but to move in and were promised it would get done then management told us it would be or responsibility to get in contact with their maintenence guys for repairs and missing things and had no success getting ahold of them. We have tried for a year to get things fixed we have over *************************************************** as well as pics of ignored texts and emails as well as pics of repairs in apartment over year and overall poor maintenance of property icluding fallen fences left unrepair broken electrical lines trash all around property dog p*** all over charges for maitneces that aren't preformed. pics of me walking managers through the apartment for them to adress repairs because we have been told they have no evidence of complaints so we have made sure to keep a good record for them. We are in this sate for only anther year and agreed to stay another year to avoid moving again and was assured that the new manager would address all our repairs. It is now 2 months later several texts and emails and no repairs. We have complaints from several other tenants stating same problems including being lied to upon move in a bait and switch situation picture of finished apartment newly renovated and then moving into something different or completely dirty and unfinished We have been told so many times they will address the problem. several managers lying and a company who doesn't care and makes same empty promises. We have so many pics over the past year of neglect and lies.

  

  Business response

  07/19/2024

  Hi ******,
  
  We are sorry to hear that you are dealing with this issue. We have forwarded your message to the Regional Manager in charge of the property in an effort to expedite a resolution.
  
  Please let us know if there is anything else that we can assist with.
  
  Thank you

  Customer response

  07/24/2024

   
  Complaint: 21975647
  
  I am rejecting this response because: only a few of the problems are being addressed and I am being told they will work on others. I have been told this for over a year and have been lied to. You only addressed the problem after several complaints after you were forced to. So until you actually follow through on all repairs and finish my appartment I will not be satisfied for fear this simply another lie.
  
  Sincerely *************************
  
  *************************

  

  Business response

  08/01/2024

  Hi ******,
  
  The property manager is working directly with you to resolve these issues. We have communicated that your situation is a priority.

  Please let us know if there is anything else that we can assist with.

  Thank you

  Customer response

  08/03/2024

   
  Complaint: 21975647
  
  I am rejecting this response because: both our tubs are still peeling our cupboards are finally done a year later then promised. The tubs however are still peeling and everytime we shower our try to clean them they peel. I'm not sure why they are peeling I have never had a tub that was just painted over instead of being replaced.  I tried asking the property manger when the tub repairs are getting adressed because she has come to see damages and taken pictures over a month ago and she has yet to adress the problem. I texted her a few days ago when the cupboards were being installed and heard nothing back. I am fine if you don't want to repair them seems to be how you guys operate. I just want something  in writing stating I won't be charged for the repairs because I have made several attempts to get it repaired as well as documted the progression of the damages as well as the many attempts to get repairs made. It started peeling a month into us living here I took pictures over the last year of how much worse it is getting  and how many attempts to notified mangment. It is very frustrating to be ignored constantly. When we first moved in here we were told mangment was her 5 days a week then it dropped down to 3 now 2 and everytime we make a complaint nothing is done. We were told it didn't matter how many days that management is phically here just to text and they will answer and help with any problem. Unfortunately that is far from the truth. You say we are priority but we are still being ignored repairs are still not finished after several attempts. We had to do so many repairs ourselves to the apartment because we can't get management to do their job what you are contractually obligated to do. I will be satisfied when all repairs are done or when we get a written statement saying you are aware of the damages and aren't making repairs and that we won't be charged for repairs when we move out.
  
  Sincerely,
  
  *************************

  

  Business response

  08/12/2024

  Hi ******,
  
  I have confirmed that the property manager is working directly with you to resolve these issues. Please respond to them directly to help expedite this process. 

  Please let us know if there is anything else that we can assist with.

  Thank you

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This is the most incompetent company ever I applied with this company for an apt and got denied thats fine but give me my admin fee back since that clearly states is refundable.It has been over 40 days no one answers the corporate phone at all leaving a message is pointless. They deserve a negative 0 their service is awful and I need my money back

  

  Business response

  06/25/2024

  Hi *****,

  We are sorry to hear that you are experiencing this issue. Can you share the name of the property that you are referring to so that we can help escalate a resolution?
  
  Thank you

  Customer response

  06/25/2024

   
  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. The name of the property is Summit on Nellis 
  
  Sincerely,
  
  *********************

   

• Initial Complaint

  05/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I rented an apartment with Summit at Hyde Park Apartments at **** * ***** ****, Austin, Texas 78751 from August 2020 to February 2024. At the end of my lease the apartment said they were due payment for damages to the paint and the carpetting, charging roughly $750 to repair. They sent my photos of the supposed damage and it was no more than wear and tear after 3.5 years of living at the address. Minor color changes from paint fading and small holes from hanging photos on the walls. There was also slight fraying at one edge of the carpet due to being a high traffic area. Texas property code states that it is illegal for an apartment to charge the resident for normal wear and tear on the apartment. After emailing back and forth witht the complex | was told that the apartment must be left "in the SAME condition as it was given to you" and any change to that would be charged as damage. This is clearly impossible for anyone living at a location for multiple years. I would like the apartment to refund my entire security deposit and face damages from the State of Texas for their clear breach of the housing code. I have attached a portion of the emails from the apartment complex showing their breach of hosuing code.

  

  Business response

  03/28/2024

  Dear Mr. **********,

  My apologies that you are going through this with your former apartment complex.  Unfortunately, Skyline Management Group is no longer affiliated with this property, and hasn't been since November of 2022.  I would recommend hiring an attorney and taking legal action against the current management company, Redstone Residential, or the ownership group, DB Capital Management.  They have clearly violated your rights and you are owed exactly what you state, as well as more since they didn't follow the law.  I wish you the best of luck moving forward.  

  

  Business response

  05/13/2024

  Hi ********,
  
  We are sorry to hear that you are dealing with this issue. We have forwarded your message to the Regional Manager in charge of the property in an effort to help expedite a resolution.
  They will work with the on-site team to assist you.
  
  For any additional questions, please continue your communication with the on-site team, as they will be best equipped to assist you.
  
  Thank you

• Initial Complaint

  05/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have a complaint about Redstone/Ascent at ******, located at ********************************. I have tried to reach the property manager and leasing office multiple times via in-person visits, call, text and email. However, every attempt has either gone unheard. My car was illegally towed from the Ascent at ******************* complex. Despite submitting all the required paperwork,photos, and receiving both an email and text confirming the leasing office workers received my information. My car was towed and when I tried to contact the leasing office, the community manager, as well as the emergency number, only to have my directed to an inbox which was full and my emails unanswered.The towing company is claiming that my car was not registered for the complex and has no history of it ever being registered; however, on March I emailed and texted the property regarding my registration information, I registered my vehicle when I signed my lease, and put my car information in the Ascent at ****** app.Later I was instructed to reach out to the current property owners and when I did, I am then told to reach out back to Redstone, who were the property owners at the time of the incident .Due to this whole ordeal, I have now lost a day of work/wages and accumulated towing fees.

  

  Business response

  05/09/2024

  Hi *******,
  
  Redstone no longer manages Ascent at *****. You will need to reach out to the current management company to reach a resolution.
  
  Thank you

  Customer response

  05/09/2024

   
  Complaint: 21653216
  
  I am rejecting this response because:

   

  I have given proof that the incident had taken place during their management of the company. The representing responded back showing me that they did receive my text messages, but failed to do their due diligence. I will be pursuing further actions.

  
  Sincerely,
  
  Miyisha Wall

  

  Business response

  05/16/2024

  Hi *******,
  
  We understand and again apologize for an inconvenience. As we no longer manage this property, we do not have the authority to assist you with this matter.
  
  We recommend working with the current management group to settle this issue.
  
  Thank you

• Initial Complaint

  05/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I live at promenade place thats under red stone residential and its only gotten worse. Theres damages they are attempting to charge me for when I move out that I didnt cause. When I came into speak to staff about water damage that has not been taken care of and has gotten worse I admittedly did yell a bit however its out of literal years of frustration because they do not take care of anything in a timely matter out of pure laziness (when you walk in theyre only standing around and talking). While speaking with the property manager **** about where to submit a complaint about her she refused to give me the information as per usual just tells me to call corporate (who never answers or calls back). Her staff member **** did give me the number however he did stand between me and **** while she was speaking to me (I had also told him Im hard of hearing and I needed to read her lips but he refused to move at first) while he stood between us he did give me the corporate number but he got close to me and towered over me to be intimidating on purpose to get me to leave. The manager **** happily allowed this. This man has access to my apartment and after his actions I feel very uncomfortable and unsafe in my own apartment and **** is ok with it. I did apologize for my behavior and asked that he not be allowed back into my apartment however they did not respond. As far as I am aware he is still allowed in my apartment. It is highly unprofessional to be invade someones personal space and be threatening especially if they are not being physically aggressive or threatening someones physical safety. I was not doing either of those things I gave everyone their space and he still chose to act as he did. He and **** have master keys to the my apartment and I do feel that there will be potential retaliation. I wouldnt be surprised if they put the damages as my fault out of retaliation as they have before. There is many other problems to address but theres not enough space.

  

  Business response

  05/09/2024

  Hi ******,
  
  We are sorry to hear that you are dealing with these issues. Have you had an opportunity to speak with the on-site management team?
  
  If so, please let us know, and we will escalate your concern to the Area Manager in charge of the property in an effort to expedite a resolution.
  
  Thank you,

  

  Business response

  05/09/2024

  Hi ******,
  
  We are sorry to hear that you are dealing with these issues. Have you had an opportunity to speak with the on-site management team?
  
  If so, please let us know, and we will escalate your concern to the Area Manager in charge of the property in an effort to expedite a resolution.
  
  Thank you,

  

  Business response

  05/09/2024

  Hi ******,
  
  We are sorry to hear that you are dealing with these issues. Have you had an opportunity to speak with the on-site management team?
  
  If so, please let us know, and we will escalate your concern to the Area Manager in charge of the property in an effort to expedite a resolution.
  
  Thank you,

  Customer response

  05/10/2024

   
  Complaint: 21653196
  
  I am rejecting this response because:

   

  I dont feel comfortable going to the onsite manager as she participated in the physical intimidation by allowing it. The property management/ maintenance  is also watching me leave my building to get into my car now. I feel unsafe and know I will be charged for damages I did not cause. I would like out of my lease.
  
  Sincerely,
  
  ***********************

  

  Business response

  05/17/2024

  Hi ******,
  
  We are sorry to hear this, but the on-site manager will be best equipped to assist you with better understanding this situation and reaching a resolution.
  
  Please send all evidence of the physical intimidation so that we can work internally to understand what happened and ensure that it does not happen again.

  Thank you

  Customer response

  05/21/2024

   
  Complaint: 21653196
  
  I am rejecting this response because:
    There has been nothing to done to resolve this. How can the property manager solve this without a bias if she was involved? I just had to file a police report. This needs to be handled by someone other than **** or anyone in the office because they were all involved and there is an extreme bias here. I barely sleep at the apartment that I pay for anymore because of this. I shouldnt have to leave my home to stay somewhere else because of this.
  Sincerely,
  
  ***********************

• Initial Complaint

  04/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My roommates and I have submitted multiple maintenance requests for appliances to get repaired or replaced and nothing has been done about it even when I go down to the leasing office to talk to the management. My lease states that maintenance will be completed when requested but so far we have been waiting months for someone to come in and fix our washing machine. The managers at ************** also blatantly lied about the Utah State Laws to my fianc ********************* and said that the lease agreements changed due to an updated law. We did research and we found the so called law they were talking about was nonexistent. When it was brought up to them they quickly stated that it was a miscommunication and left it at that. Another reason is that when I resigned my lease for the upcoming year, they told me my rent would stay the same at 545 a month but then the contract said 565 once I signed it. Now theyre even trying to get me to up my monthly rent to 585 a month to give me a contract transfer fee around 300 dollars less than the fee for my rent being 565. Lastly, there are cockroaches in the hallways and theyre always filthy. They havent been cleaned a single time since I moved in and it makes me very uneasy that roaches are running around outside my apartment and could potentially be in mine. They arent upholding their end of the agreement and are not transparent about policies so Id like to just get my leases terminated if at all possible.

  

  Business response

  04/24/2024

  Hi ***********,

  We are sorry to hear that you are dealing with these issues. Have you had a chance to visit the on-site office in person to inquire about a resolution?

  If so, please let us know so that we can further escalate the issue on our end.
  
  Thank you

  
  

• Initial Complaint

  04/06/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  If this is the Redstone that manages ******************** in ******, ********, they are not fulfilling their policies and contract to their tenants. I visited a friend in this complex recently, and the noise coming from the third floor after "Quiet Hours" starting at a LAUGHABLE 11pm was audible on the second floor and in other rooms, per both the person I was visiting and folks I talked to in the hallway. I have to imagine that law enforcement have already gotten involved if that's continuing or escalating. And I've yet to hear from the friend I'm visiting that the complex is doing anything about the noise. I don't care if it's some combination of ************* administration (go figure, not listed on the BBB website), Redstone, or law enforcement that gets the job done, I want this issue and other safety issues (elevator maintenance) resolved.

  

  Business response

  04/12/2024

  Hey *****,
  
  We are sorry to hear that your friend is experiencing this issue. Have they had the opportunity to visit our on-site staff to discuss this experience and a resolution?
  
  We've forwarded your message to the Regional Manager in charge of the property in an effort to escalate a resolution.
  
  Thank you

• Initial Complaint

  04/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My daughter was renting an apartment at ************ in **********. Last year before we resigned our lease agreement we knew she would be graduating early so we contacted the office to find out what the procedure was for early termination of the lease agreement because there was nothing specific in the lease agreement that had that exact information. We were informed by an employee we would be charged 1 months rent for cancelling early and that my daughter would have to go to the office and sing a paper stating when she was expected to be out of the apartment. We went a head and signed the lease and on October 11, 2023 my daughter went to the office to sign the document regarding the date she planned to vacate the property. At that time she was informed we would have to find our own replacement to take over her lease agreement. When we told the employee this was the first time we had heard about this and told her what information we had been given by another employee who apparently no longer worked there, this employee assured us they would help us and would have no problem finding a replacement tenant. In January after my daughter had vacated the property I received a January bill which i thought was the final bill for cancelling the lease early. To my surprise it was not the final bill and in fact it was a bill for the month of January. I contacted the office immediately and explained what I thought was going on only to be told we were stuck in this lease agreement until July of 2024 unless we found someone to take it over. I explained all the information I had been given and was told sorry but nothing they could do. Needless to say there has been no one to rent the apartment and I have been paying for an empty room for 4 months. I had asked the management company to split the cost since I was given misinformation from an employee but again was told it was not their problem. There has been no accountability on their end and had i know all the facts my daughter would have simply just moved!

  

  Business response

  04/11/2024

  Hi ******,
  
  We are sorry that you are experiencing this issue. We have forwarded your message to the Community Manager and the Regional Manager in charge of the property in an effort to expedite a resolution.

  You should be hearing from them in the next day or so. Please let us know if there is anything else that we can assist with.

  Thank you

  Customer response

  04/11/2024

   
  Complaint: 21529037
  
  I am rejecting this response because: I have been in contact with the management at ************ and as of today they have done nothing to help me. I want the issue and not talked about any more. There has been way to much talk and not enough action on Redstones end.
  
  Sincerely,
  
  *********************

  

  Business response

  04/18/2024

  Hi ******,
  
  You signed a National Apartment Association lease with the Intent to Terminate. We must stand behind our lease contract and the signed intent to terminate document that was signed. ************ are still pre-leasing with 92 beds left. There is a possibility we can backfill your contract as space becomes more limited, as explained to you by the on-site team.

  For any further questions, please contact the on-site team directly.

  Thank you

  Customer response

  04/18/2024

   
  Complaint: 21529037
  
  I am rejecting this response because: Although I signed the contract I was instructed to do so by an employee assuring me of their termination policy that wasn't properly outlined on the agreement. Again, your company is taking zero responsibility for the information that was provided to me and my daughter. And to keep referring ** to contact the management at ************ is ridiculous because they have no authority over the lease. Your company could easily have made a deal with ** to split the cost and resolve this issue. Instead you choose to hide behind the agreement. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  02/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I live at a property managed by Redstone in Indiana. Recently I've been having issues with a vendor they have employed but do not want to take responsibility for. Three different times now the vendor has had to come into my apartment to perform maintenance and each time they leave a mess in the apartment. They have left paint on the floor, sheetrock dust all over the place, and even just took out one of our ceiling lights and left it in the bathtub. The property team here is very dismissive and the manager wanted to stress to me that this was a vendor and not their company, but never apologized, never explained how they would fix the problem. For as expensive as these properties are, I would suspect more professionalism.

  

  Business response

  03/01/2024

  Hi *******,
  
  We are sorry to hear that you are experiencing this issue.
  Which property is this in reference to? Have you had a chance to visit the office in person to speak with the on-site team regarding a resolution?
  

  Thank you

• Initial Complaint

  02/01/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I moved in to a property managed by this company. I graduated last December and did not need a full year lease; however, I was informed that there were "No more 6-month leases left". This made it so I was stuck in a yearlong lease despite me needing to move in December for an internship. I was required to find someone to sublet the apartment AND pay them $400 dollar transfer fee in order to be completely off of my lease. This left me with $1362.23 as a security deposit refund. I moved out officially December 13th. Conveniently, the company has yet to send me my check. It is now Feb 1st. Jan 27th was the last day that they could mail the check without being in breach of the 45-day period they have as stated in the contract agreement. I called the company multiple times. I was told that it had been "printed and sent" on the 10th of Jan when I called on the 15th. I informed them I still had not received it and they told me to call back the next week. When I called them the next week, I was informed that the check "must have gotten lost in the mail, and I would need to speak to the regional manager in order to be written a new one. I was transferred to a voice mail. I left a VM. I then sent an E-mail requesting proof of when they sent out the first check due to possible violation of my contract agreement. Not only have I not received an email back with the requested info or explanation, but I am also not unable to get any person on the phone when I call. I am always sent to VM. I have not received a phone call back. I have contacted my legal team for next steps in this process as I am reading that this is a common thing that the company does. As a tenant I am required to pay anything owed on time. Why are they snail paced and irresponsible when returning me my own money?? To anyone reading this, go ahead and call your attorney now. And continue to contact them. I am sure they are hoping you will give up so that they can pocket the money. Obnoxious.

  

  Business response

  02/11/2024

  Hi *****,
  
  Which property is this in reference to?
  Please let us know so that we can help address this situation.
  
  Thank you

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