Stony Creek Apartments Reviews (%countItem)
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Stony Creek Apartments Rating
Address: 570 Stowell Dr, Rochester, New York, United States, 14616
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We are looking to get our security deposit of 850 back. We turned the keys in on march 22nd. I have called 3 times trying to get a bill of what they are holding and got no info on withholding amounts. I did not start call untill April 3rd and have called every 3-4 days. They keep telling me they have another month to return my money. I don't feel that waiting over a month is proper. The laws I read said they must return the money 14 days after we turn the keys in.
N.Y. General Obligations Law sections 7-103 to 7-108 (2020)
To Whom It May Concern, Due to the Corona Virus and having the staff set up to work remotely, the checks were issued and mailed on 4/17/2020. The resident's lease ended 3/31/2020. We were waiting to make sure their were no extra cleaning charges from the cleaning contractor. The Security Deposit checks were mailed out on 4/17/2020. Two separate checks due to two room mates. *** $425.00, check number *** in the amount of $425.00 *** $425.00, check number *** the amount of $425.00 They both should have received their checks. If you have any additional questions, please let me know. Tammy K President of Property Management
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me. Regards
I moved into the apartment number *** townhouse prior to moving in they never show me a model or the apartment that I will be residing in on the faith I did choose to sign the lease and give a deposit and rent money for the first month. I found the toilets had been in habitable black mold I was told this is due to the apartment being vacant after making the first complaints nothing was done on Friday I then went to the office on Saturday show photographs on the inside of the toilet black with mold all around they did not do anything until Monday leaving me to use the restroom in a cup until the toilet had became habitable. At this point I pointed out several other issues mold black mold all around the toilet toilets are rotted Plumbing issues filthy light switches filthy heat vents after making the complaints and speaking to the vice president Nancy I was told to vacate the property I was treated inhumane I was told that the black mold toilets were in fact habitable for me to sit on top of black mold major health concern at this point retaliation is ongoing they refuse to shovel my walkway 4 hours had passed they still refuse to shovel at that point I called to complain
On Friday, December 13, 2019, the Stoney Creek leasing office received a phone call from *** who had just picked up keys for the townhome located at *** advising that her toilets had black on the inside and upstairs toilet seat was dirty and wanted it replaced. Ms. was advised to try flushing the toilet as sometimes sediment will collect at the bottom from not being flushed in a while. Ms. was also told that a service request would be entered to have the toilets looked at by maintenance and to have the toilet seat replaced. On Friday, December 13, 2019 a member of the maintenance staff replaced the upstairs toilet seat. Maintenance and management examined the inside of both toilets and did not see anything black inside the toilets. A copy of the service request was left at the residence. On Saturday, December 14, 2019 *** came in the Stoney Creek leasing office and filed a complaint and showed pictures that there was still black in her toilets. The leasing consultant *** spoke with asked her to email the photos to the Community Manager and Vice President. On Saturday, December 14, 2019 at 2:39 PM *** sent an email to the Community Manager and Vice President containing pictures of underneath the upper rim of the toilet with black and upstairs bathroom sink where the contact paper was missing. On Saturday December 14, 2019 the Community Manager reached out to the properties’ cleaning contractor and scheduled a re-cleaning of the toilets and to clean under the upstairs bathroom sink for the morning of Monday, December 16, 2019. On Saturday, December 16, 2019 at 7:12 PM, the Community Manager emailed *** advising of such. On Saturday, December 16, 2019 at 8:09 PM, *** sent an email explaining she was very unsatisfied with the condition of the apartment and how her concerns were being handled. The morning of Monday, December 16, 2019 *** came into the leasing office and spoke with the Community Manager further expressing her disappointment with how her concerns were being addressed. The morning of Monday, December 16, 2019 the Stoney Creek’s cleaning contractor completed a re-cleaning of both toilets at *** Drive and reported back to the leasing office advising that what was under the lip of the toilets was rust and they cleaned all that they could. There was nothing they could do about under the bathroom sink as new contact paper needed to be put down. On Tuesday, December 17, 2019 *** called the leasing office and requested someone from Stoney Creek walk through the townhome with her so she could point out more concerns she had with the townhome. An appointment was scheduled for Wednesday, December 18, 2019 at 11:00AM. On Wednesday, December 18, 2019 the Stoney Creek Community Manager and Leasing Consultant walked through townhome #*** with *** where she pointed out and took pictures of more maintenance concerns. The Community Manager advised she would discuss the concerns with the Maintenance Superintendent, and would contact Ms. with a date of when maintenance would be at her townhome for the requests and would also speak with the Vice President of DBI Properties regarding her concerns. On Wednesday, December 18, 2019 the Community Manager emailed Ms. advising that maintenance could be at the townhome on December 20, 2019 or December 27, 2019 and would arrive between the hours of 8:30AM and 10:30AM and for Ms. to confirm which date worked best for her. Ms. confirmed December 20, 2019 would work best for her. She also emailed the pictures to the Community Manager and Vice President that were taken earlier that morning. On Wednesday, December 18, 2019 *** contacted the Vice President via telephone. The Vice President listed to Ms. express her concerns and advised that the Community Manager was taking the proper steps in have her issues addressed and was in fact, going above and beyond. During this conversation Ms. was told that she was made aware of the fact that Stoney Creek Apartments does not have a model to view and she chose to submit an application and sign a lease prior to being able to see the townhome, this was her decision and at no point was she forced to make that decision. It was also during this conversation Ms. was offered the option to vacate the apartment without having to give a 30 day minimum notice, which is usually required, without penalty because she was so unhappy with the townhome. Ms. was told if she chose this option, she would not be held responsible for the remainder of her lease and the security deposit would not be forfeited as long as there were no damages other than normal wear and tear. The Vice President requested that Ms. advise the Community Manager of her intentions, and if she chose to vacate to provide the vacate date. This offer was confirmed via email to Ms. by the Community Manager. On Wednesday, December 18, 2019 at 3:07 PM *** sent an email advising she would let the Community Manager know when she would be leaving the property, in the meantime would like for her maintenance concerns to still be addressed. On Thursday, December 19, 2019, *** called the Stoney Creek office to advise her walkway at not yet been shoveled. The leasing consultant who took her phone call tried to explained that she would have this taken care of, as the maintenance department does not handle the snow removal for the property, but an outside contractor does. Ms. hung of the phone be*** the leasing consultant could explain all of this to her. In order to expedite the request, the Leasing Consultant contacted the DBI Properties Maintenance Superintendent and requested he shovel her walkway. The Leasing Consultant also contacted the Snow Removal Contractor and advised all walkways need to be shoveled regardless of if the unit appears to be vacant or not. The Maintenance Superintendent shoveled the walkway for *** Dive between 9AM and 10AM on Thursday, December 19, 2019. On Thursday, December 19, 2019 at 2:03 PM *** sent an email to the Community Manager indicating her walkway had not been shoveled earlier that morning and at 12 Noon the walkway still had not been shoveled. She further explained she had video footage. On Thursday, December 19, 2019 at 9:59 PM Ms. emailed the Community Manager and Vice President expressing her walkway still had not been shoveled and felt as though she was being retaliated against. Ms. further exclaimed that she should only be contacted via email going forward and that her attorney would be in contact with Stoney Creek. On Friday, December 20, 2019 at 8:25 AM the Community Manager sent an email to Ms. letting her know that the walkway was shoveled Thursday, December 19, 2019 in the Morning. On Friday, December 20, 2019 at 8:30AM the Stoney Creek’s cleaning contractor returned to townhome #*** to clean the wash tub in the basement. The contractor contacted the Community Manager advising this was done and that the washtub did not appear to be dirty upon her arrival and didn’t notice anything unusual. On Friday, December 20, 2019 at 8:35AM the Community Manager arrived at Ms.’s townhome to install contact paper underneath the upstairs bathroom sink. On Friday, December 20, 2019 around 8:45AM two members from the maintenance department arrived at the townhome to address the service requests that were submitted. All requests were completed on December 20, 2019 by 12:00PM.
I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. Regards
As previously outlined, per a third party cleaning company that was contracted to re-clean the toilets in at townhome ***, the substance was rust build up, not mold. Ms. was never asked to clean the toilets herself, to merely flush them to remove any sediment that might have gathered at the bottom of the toilet bowl. As of 12:00PM on 12/20/19 all of Ms.’s maintenance concerns that were outlined to the Stoney Creek leasing office have been taken care of. Prior to willingly submitting a rental application and signing a lease, Ms. was made aware that Stoney Creel had nothing to show and does not show units until they are ready for move in. Ms. still willingly singed the lease agreement prior to viewing the townhome. Furthermore, on December 18, 2019 Ms. was merely provided this option to be released from her lease agreement and vacate the apartment, would not have to give a 30 days’ notice, and would have her security deposit refunded to her as long as there were no damage beyond normal wear and tear. This option was confirmed via email to Ms.. On 12/30/19 Ms. sent an email indicating she intends to vacate the townhome, but does not have a date as she has to secure housing. On December 31, 2019 at 9:00 AM an employee who works for a government agency of a program that Ms. voluntarily enrolled in inspected the townhome with a DBI staff member and Ms.. The government employee requested two smoke detectors be installed per their regulations, and the detectors were installed immediately. The government employee passed the townhome for inspection.
I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. Regards,
***
The issues have not been resolved the toilet upstairs side still has black old calk all the side in first complaint the smell when flushing the toilet is horrific I have to spray bleach in toilet to kill the odor. The front door is still filthy in first complaint not all issues have been resolved covered up still paid full rent for inhabitable toilets that smells every flush I will be obtaining better housing when I can have another full deposit and 1st month rent required to vacate to another house. I was never asked if these problems were fixed they fixed what they wanted and never followed up to insure the work was completed.
On January 10, 2020 the leasing office coordinated with the maintenance and HVAC departments to address Ms.’s additional maintenance concerns. On Tuesday, January 14, 2020 at 9AM, the HVAC team will be at Mrs.’s unit to change furnace filter and check heat run in bedroom per her request on 1/10/20. On January 14, 2020 at 9AM the maintenance technician team will arrive at the townhome to replace both toilets as long as no persons are in the townhome at the time of switching out toilets. A request has been put into Stoney Creek’s janitorial contractor to have the door cleaned at this time as well.
I have continually submitted complains to my apartment complex about the dryers in my building, which we pay for. Continually, nothing is done to rectify the issue. They claim that have done maintenance to them but still clothes are coming out of the dryer soaking wet after 1-2 full cycles. Something needs to be done as it is unacceptable to continually pay 2-3x the amount that I need to pay laundry.
On November 12, 2018, we received an email request from *** stating that the dryers in building ***, Rochester, NY 14616 were not drying the loads of laundry completely after 1 cycle, requiring 2 or more cycles to be completed before clothes were completely dry. We attempted to ask additional questions regarding the concerns with no response but entered a request for our Maintenance department to service both dryers based on the concerns. ON November 13, 2018, the Maintenance technician addressed the concerns and found that the dryer vents were being blocked on the outside of the building and removed all debris.
We received an additional email request from *** regarding the same concerns with the dryers in ***, Rochester, NY 14616. She stated that the dryers are still not drying her loads completely after 1 cycle, taking 2 or more cycles to be completed before clothes are completely dry. The office staff responded on January 28, 2019 stating that we will have our Maintenance department address her additional concerns and offered Ms. 2 complimentary loads of laundry for the inconvenience. Those concerns were addressed by our Maintenance technician on 1/28/19 and started both dryers and vents were clear and that the dryers were heating up properly.
On January 29, 2019, our Maintenance staff wrote up their own service order to Rebuild the right dryer. On February 13, 2019 the right dryer was serviced thoroughly by 2 of our Maintenance technicians.
On February 19, 2019 we received a 3rd request from *** stating both dryers are still not drying loads of laundry completely after 1 cycles, taking multiple cycles to dry clothes completely. We have put in another service request with our Maintenance department to address these concerns and will be following up with a response directly to Ms. stating that we have received her request and our Maintenance Department will be servicing the dryers in the building again.
I have attached copies of the completed work orders as outlined above as well as the email responses to Ms..
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 13394415, and find that this resolution is satisfactory to me.
Regards,
Elizabeth
Recently moved out of the apartments here and was completely taken advantage of by them when they decided to take 90% of the security deposit for damages that never existed. Was told that they could only charge once someone moved in yet the check given was dated weeks before a new tenant ever entered the townhouse. Painting is normal wear and tear under New York law especially when we have lived there for 5 years.Was also forced to live in a mold infested townhouse which as result made my relatives asthma and other comorbidities much worse with no regard from anyone in the main office nor in upper management. Calls and emails have been blatantly ignored and concerns have been passed on from one person to the next as no one wants to deal with an issue they don’t have answer or clarification for. I have proof that the 809 dollars they took aware from was taken based on false claims.
On 7/31/18 a final move-out inspection of *** was conducted with ***, Resident and Nicole, Leasing Consultant at Stoney Creek Apartments, . During that inspection ***, Resident was informed that the kitchen countertops were heavily scratched and the living room walls had excessive candle soot. That there may be additional cost to the unit once the unit is turned over.
***, Resident was very combative regarding the potential charges to Nicole ***, Leasing Consultant. As a result, Nicole ***, Leasing Consultant contacted myself, Alyssa ***, Community Manager to assist her with the move-out inspection. ***, Resident continued to be very combative once I arrived.
The security deposit was returned minus the charges deducted for additional work needed. Attached you will find:
· The signed move-out inspection by ***, Resident & Nicole ***, Leasing Consultant indicating the “TC” (Tenant Charges)
· Stoney Creek Apartments - Charge Summary Form
· Visual Problem Solvers Invoice – Paint Contractor
· 2 Barrett Wood Products Invoices – Countertops
· Summary of the charges for Barrett Wood Invoices including 15% administrative Fee per the Lease Agreement
At this point in time my lawyer and I believe that these charges are considered “wear & tear” after living in the townhouse for 5 years and you have not produced proof to show otherwise. These should not be chargeable items, nor were any of these areas that are being charged listed as areas of concern on the signed move-out sheet or in your previous emails. The only area that was requiring extra paint according to the sign out sheet and previous correspondence was a corner of the living room, and yet I was charged for bedrooms and a hallway as well as 300 dollars for ceilings, to which I have physical proof of their excellent condition upon move out. I was also told that I could not be charged for the living room nor counters until the townhouse was flipped to a new tenant, which occurred after September 1st and yet I received a check dated for August 24th, when it can be proven that someone moved into the townhouse well after that date. *** was in no way combative, as management became secretive and did not explain any of the charges, only holding private conversations in the car with one another, making her sign the sheet before writing any of the alleged "damages". As advised, I will be sending a demand letter within the coming days as well as filing a small claims court claim through Monroe county against these erroneous and illegal charges, as this issue does not seem to have resolution. I have been advised to keep all of my communication regarding this matter in writing.
The paint contractor applied a second coat of paint to the areas outlined on the invoice. Because those areas required an additional coat of paint, that is not considered “wear and tear” and therefore is a Tenant Charge. As the landlord we are responsible for 1 coat of paint when a unit is turned over. We will not be returning the security deposit as we were charged for additional paint in those areas outlined. I have attached the contractor bill again to show the areas that required an additional coat of paint. This includes the ceilings due to the amount of candle soot.
It was not stated at anytime that you would be charged when the unit was moved into. On the contrary, once a unit is moved out of, we begin the turn over process to have completed prior to a new tenant move-in.
Your letter was received in our offices on Friday, 9/14/18 and a response was issued on Monday, 9/18/18 via certified mail.
If legal matters are required, we will notify our attorneys as well.
Since the new management (Alyssa *) took over several months ago, phone calls in the business office are rarely answered and absolutely NEVER returned. I have called multiple times for several different reasons and requested a call back and that return call never comes. I had an issue concerning an emotional support animal and was never communicated with properly regarding the issue. It took me going to the office in person to address the "manager" to get a response. Said " manager" states that she called and left a voicemail. This was a lie as there were no missed calls and no voice mails. Since that specific issue I have received letters in my door regarding other non-related things. Such things include having my children's bikes outside of our home. This is something I have not had an issue with in the 4 years I have lived here, and now it is a problem in which I am being threatened with. I believe there is some severe retaliation going on here, and myself and family are now beginning to feel bullied and harassed. The letters state that we may call with questions or concerns relating to the content of the notice, yet when we do, those calls are NEVER answered or returned. I am disgusted by this behavior. We have spent tens of thousands of dollars in rent in our years here, and this is the behavior and treatment we are subject to. It needs to be addressed and needs to change.
In July 2018 delivered a doctor’s note regarding an emotional support dog to Sara *, Leasing Consultant at Stoney Creek Apartments, 570 Stowell Drive, Rochester, NY 14616. *, Resident came into the Stoney Creek office the week of 7/9/18 and I told her that she it was miscommunicated to her in regards to the fees regarding the emotional support animal. She left the office satisfied and happy with the result.
***, Resident was given a letter on 8/28/18. Please see the attached letter in regards to the fact that she has been seen not picking up after her emotional support animal.
*** was also given a letter on 8/29/18. Please see the attached letter in regards to the large collection of toys/items in the front of her townhome.
I, Alyssa *, Community Manager did not feel it was necessary to contact the resident back immediately based on the letters being complimentary warnings and stating a follow up inspection would be completed to ensure the issues were corrected. There was no immediate attention required.
Furthermore, due to the past situations we have had with ***, Resident in regards to the condition of her home you will see, the attached pictures, it is an ongoing concern at *.
I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
In response to the message sent by employee Alyssa ***, the dates stated are Inaccurate, as well one of the pictures listed to be my apartment.
***Alyssa *** stated "Resident came into the Stoney Creek office the week of 7/9/18 and I told her that she it was miscommunicated to her in regards to the fees regarding the emotional suppor
animal. She left the office satisfied and happy with the result."
This did not occur on said date. I did not come to the office until 7/19/2018 ( I have an email I sent her minutes after this in person interaction and it was dated the 19th) and this was after
SEVERAL failed attempts to reach Alyssa ***. I called several times, left messages, sent emails, etc. and I was not contacted back. When I DID manage to reach her via telephone (once), she
argued profusely with me about the laws regarding and ESA and said that she would look into it and contact me back, which did not happen. The only reason I went to the office in person was
because an animal permit sticker was left on my door in a blank envelope with no explanation and no letter. Alyssa told me that I was called and a message was left on my voicemail. This was also
untrue. There was no missed call and no voicemail. I sent an email to communicate what my phone number was. However the complex KNOWS my phone number, and if I was indeed called and a
voicemail was left, I would have received it. No such call was made, lazy and insufficient work on the part of Alyssa.
***Alyssa *** stated "***, Resident was given a letter on 8/28/18. Please see the attached letter in regards to the fact that she has been seen not picking up after her emotional support animal."
I agree that such letter was received, however I called with a discrepancy as the letter advises me to do if I have any questions, and I NEVER RECEIVED A CALL BACK, once again.
***Alyssa *** stated "*** was also given a letter on 8/29/18. Please see the attached letter in regards to the large collection of toys/items in the front of her townhome."
I agree the letter was received, this is not the problem, the issue is that these bicycles have been out in front of my townhome for over 3 years and it has never been an issue until now. I believe that this is petty harassment and bullying on her part after being questioned about the ESA subject. Why now after living at the complex for almost 4 years are the bikes an issue? If this was community policy it would have been addressed sooner, but was not. Also if it was complex wide, all residents would need to adhere to these standards, yet the apartment across the street has a children's bike outside and it has remained a Non-issue. We have been targeted because I was willing to advocate for my son and combat Alyssa on a subject that she was incorrect and uninformed about.
***Alyssa stated "I, Alyssa ***, Community Manager did not feel it was necessary to contact the resident back immediately based on the letters being complimentary warnings and stating a follow up inspection would be completed to ensure the issues were corrected. There was no immediate attention required."
Alyssa did not contact us back AT ALL, let alone "immediately". As the letters state, we may call with and questions or concerns stated in the letter. Why include this in a letter if you are not going to answer or return calls? Alyssa has not returned ONE phone call from me. I have had to go into the office personally or repeatedly call to resolve anything as she does not feel anything she is contacted about by me "requires" any of her "attention".
***Alyssa *** Stated "Furthermore, due to the past situations we have had with ***, Resident in regards to the condition of her home you will see, the attached pictures, it is an ongoing concern at *.
The picture of the kitchen attached here is NOT MY KITCHEN, The appliances are not even the same, nor are any of the housewares. This needs to be discredited ASAP and removed from my file. Its sad that such a mistake can happen. Also, the picture of my basement being overly cluttered was something addressed over a year and a half ago and was rectified within ten days of the notice given. Bi-annual checks that have been made to inspect my basement have been made regularly and his never been an issue since then.
Alyssa *** lacks integrity, as she has lied to me personally regarding calls and voicemails that were never made, lied in her response to this Revdex.com complaint regarding dates she spoke with me as well as a picture she says is my home and it is not, and continues to disregard any and all phone calls and messages I have made to her. Alyssa's continued disrespect and disregard warrant an apology on her part as a professional.
Regards