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:03/13/2024

  Type:Order 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.

  They are advertising a property for rent for the price of 975/month. There is nothing stating any additional fees included. Then when you contact them and submit an application, it turns out they have every tenant pay a 25/month fee, calling it renters benefit package. This actually makes the rent $1000/month. Clearly a bait and switch tactic and deceptive advertising. I pointed this out and they refused to waive the fee.

  Business Response

  Date: 04/01/2024

  Hi *******,

  Sorry you're still upset about this, allow me to clarify one more time. The Resident Benefit Package is NOT RENT. This is a required benefit package that provides renters insurance, 24-hr maintenance hotline, access to tenant portal, and several other benefits that our tenants enjoy. It is stated clearly at the beginning of the application process, to avoid any confusion. We pay for all of these items upfront on your behalf, and charge a small fee to offset our expenses. Since our explanation did not satisfy your complaint, we refunded your application fees, so that you can continue your rental search with another company. Best of luck!

  Customer Answer

  Date: 04/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.].  They are doubling down on continuing the bait and switch.  The advertisement clearly states rent is 975/month when in actuality, what is expected to be paid monthly is not 975, it is 1000/month.  It does not matter what you want to call it, how you want to break down how the rent is calculated.  Rent is what the renter owes monthly to the landlord.  They are clearly attempting to be deceptive.  The rent is 1000/month AND NOT 975 as advertised.  That is a bait and switch.  This is wrong and deceiving consumers 
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:06/14/2023

  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.

  I moved in to an apartment on 8 June 2023. Sometime between **** hrs on 12 June and **** hrs on *************************************************************************************************** Stone Realty CLAIMS that the locks were changed and that only they and I have a key. They finally relented and told me that they were "doing me a favor" by letting me out of the lease and giving me my deposit back. The only "favor" they're doing is for themselves because they want me to shut up and go away. But as a disabled veteran on a fixed income, I latch on like an angry pitbull when people mess around with me, my money, my time, and/or my personal property. This "favor" that they're doing me is the equivalent of a band-aid on a bullet wound. Since they've admitted that they're the only people other than myself with a key, I believe that there are shady dealings going on here. I may have only lost what amounts to roughly $300 in clothing and food, but my privacy was violated by someone with a key. They say that they're not responsible, but they also CLAIM that only they and I have keys. I'm not even looking to recoup the value of the stolen items as they were expendable items. But I do want them to return every ***** that I have paid them so far ($1,210). I would like to think that it was a former *******, but they claim that the locks were changed. That only leaves them and me, and I know that I didn't steal my own stuff. I've filed a police report and contacted the media and several veteran's organizations, and I've also consulted an attorney friend for advice. But I figure that the BBB is best equipped to resolve this problem quickly and efficiently. I do not yet have a copy of the police report, but I will provide it when it's available.

• Initial Complaint

  Date:01/05/2023

  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.

  I rent through this business for my apartment. Since the move in date I have had many issues, but the window in my childrens bedroom fell out November 29, 2022. Since this day the property management team has lied to me about getting the new window in and fixed, I have been told multiple times that they will be out by January 2, 2023 to fix the window. They still have not fixed it and continue to hang up when I call or lie to me about getting the window in. This window is in my 1 year old sons room and he cant even be in his room or he will get sick. My electric bill has raised hundreds of dollars due to this, and I dont even feel safe because they just put a board up in front of the window instead of fixing it.