Complaints

• Initial Complaint

  01/09/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I havent received my deposit after moving out and when I try to contact no returned calls emails nothing. I was told to contact if I didnt receive t in a timely manner.

  Business response

  01/10/2025

  I am not showing a property name or address and cannot assist without this necessary information.

• Initial Complaint

  01/07/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They refuse maintenance and there have been leaks in my apartment for 2 years now they want to charge full price rent but they refuse to fix things

  Business response

  01/14/2025

  Maintenance requests regarding leaks.
  2023
  July 9th Work order stated Master bedroom closet floor is soaked. Not sure if its leaking from my bathroom or upstairs Maintenance asked resident to go upstairs and tell them not to use the water. Residents mentioned they extracted the water on their own with the carpet cleaner they have. Maintenance let them know that they would be by the following day to correct plumbing issue. Sending over carpet extractor to finish and install floor fans. Work order closed out on July 15th.
  
  July 30th Work order stated Ceiling is leaking and about to fall in from upstairs into my second bathroom.Also black mold. Closed work order on July 31st stating Shower was left on upstairs will let it dry out then repair drywall Upon inspection, no signs of mold.
  
  August 14th work order stated Hall bath sink cracked with standing water under sink. Hall bath ceiling has a black substance unsure if it mold. Maintenance closed out by patching hole and replacing sink. Work order closed August 24th.
  
  Opened November 13th Resident called about a spot in the guest bathroom ceiling that needed to finish being repaired, diverter came off in master, and second bedroom carpet odor. Maintenance tried to make entry November 14th but was unable to due to a loose dog. The resident called back November 15th and said the carpets were starting to smell and water leak into there. Maintenance stated we made entry and repaired the ceiling in the bathroom and sprayed disinfectant on the carpet. We could not inspect the main bathroom due to a loose dog. we will revisit to paint. As well as the carpet smelling like pet urine. November 16th tried to make contact again, but was unsuccessful. November 18th Resident called, and another work order was created Stating that there was more water coming through on the same bathroom as above. *********** served notice to the unit above and did identify a hole in the above tub. The tub was patched from underneath by resurfacing company, Maintenance Magic on December 1st. On December 1st the ceiling in guest bathroom was patched by ***. Work order closed on December 8th.
  
  December 4th work order was entered regarding shower head spraying everywhere and not allowing tub to fill,exhaust fans not functioning, heating issues, drywall left behind, and paint second bathroom patch. December 6th Exhaust Fans were repaired,space ******* was provided and scheduled vendor for HVAC for 12/8, as well as unable to replicate the water coming from the shower heads from the main and secondary bathrooms. Returned December 7th and removed the drywall that was left behind on patio top clean that up. No further worked complete in the unit on this work order. Work order closed out January 18, 2024.
  
  December 14th Resident had work order submitted that the areas behind the toilets were soaking wet and sometimes sounds like water dripping. On December 14th maintenance entered and Found that the shutoff valve on the manifold is leaking, that wasn't previously discovered. The shutoff valve has been changed.Once it has dried and humidified, we will return to repair the drywall. Vended out the drywall work and that was completed on January 8, 2024, then painted the following day. Closed out the work order on January 9th.
  
  
  
  2024
  February 14th Unit 1069 noticed that there was dripping water down to the area between the tub and the toilet. Maintenance went over and identified the water to be coming from above. *********** gave notice to unit 2069 for entry. Maintenance replaced the cold-water side of the shower/tub and caulked around the tub in 2069 to help ensure no water seeps below. The tub in unit 2069 was resurfaced on top by Maintenance Magic on February 19th and the work order was left open for a few days. No leaks took place after that, so maintenance closed the work order as of February 22nd. Residents Mentioned on Friday, February 16th that there was an odor coming from the carpet in the guest bedroom. Had Quick Turns come by and clean the carpet on February 21st. This needed to be coordinated with the residents due to their dogs.
  
  September 16th
  Resident submitted work order Ceiling in guest bath is leaking again. Indigo Park Staff inspected the unit above (2069). Maintenance took off the successions of both tubs to check for leaks and identified the tub spout was leaking in 2069. This corrected the issue. On Thursday September 19, 2024, they went into 2069, caulked both tubs. They also tested all valves for leaks and ran the water for 30 minutes in both tubs, as well as having the shower running. No leak downstairs in 1069. Work order closed on February 19th.  
  
  December Leak
  Resident submitted a work order on Saturday, December 21, 2024, regarding water coming down from the unit above in the master bathroom. Upon further investigation, maintenance was able to stop the leaking from continuing. The next business day, Monday, December 23rd, they were able to fully repair the leak from 2069. The cold-water valve was spraying when using the shower in 2069. Maintenance replaced the cold-water valve and seat.  Another work order was submitted Thursday, December 26th requesting the drywall to be replaced. This was the plan, however, with water, we needed to ensure that the area was dry prior to installing the new drywall. On Thursday, January 2nd,2025, *********** Maintenance replaced the drywall above the shower. Generally speaking, we address these issues quicker and timelier. However, the resident in **************************************************** put away for Indigo Park staff to enter the home.  Work order was closed out on January 2, 2025.
  
  Throughout the course of the repairs, *********** has worked diligently to ensure that the issues have been addressed. As of January 2, 2025, all repairs regarding bathroom leaks have been addressed and no reports of additional leaks have been made.
  

• Initial Complaint

  01/02/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My lease ends December 31 2024. My rent has been paid in full. I have had several problems with the current management. She constantly commits fraud by falsifying charges. I have complained about this in the past. But now that I am moving out, they (Maria, the manager) are charging me for utilities in triple amounts. The charges should be $187.48 according to company Conservice that manages their utilities. However on apartment portal it doesn't match at all. She is trying to charge $378.98. Which is ridiculous. This lady is horrible for business. And property is infested with roaches, another reason for my move also. I have spent so much money of my own trying to rid bug problem, due to she refused to resolve the issue and every time I contacted her about it she acted oblivious denying that she was even aware of problem even though it was on file along with many pest control requests etc. I could go on and on but my main concern right now is I don't want to be liable for charges that I know I don't owe that's been manipulated to a higher price than what I'm really responsible for.

  Business response

  01/14/2025

  To whom it may concern,

  
  On 1/6/25, I contacted the resident directly to explain her final utility bills in detail. These bills are posted by conservice and because of the billing cycles, they are posted in the arrears. There were no issues found in the final utility billing statement. I also provided Laurie ***** an email copy of her move-out statement as well as a full ledger. In addition, I mailed her a physical copy of her move out statement and ledger via USPS mail. Following, I received an email from Ms. ***** requesting a paper copy be emailed to her. I replied that this was completed last week and to let me know if she had any additional questions.
  
  Thank You,
  Cobblestone Management Team

  Business response

  01/29/2025

  
  Hello,
  
  I have provided Ms. ***** with her lease agreement reflecting a zero-deposit held. I have explained to her that we did not have a security deposit on hold as reflecting on the lease agreements for the last 3 years.

  ***** *******
  Property Manager

  Customer response

  02/01/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  Thus **** has lied twice. One she indicates she has no records of deposit nor has she mailed anything. I lived in those apartments for 5 years. She and hee company have managed it only for 3. It is not my fault that she claims everything wasn't transferred to her from the previous owner. That's not my responsibility. It is the seller and buyers responsible to exchange all business documents for tenants still under the lease contract. And she knows very well you can not move into those apartments without a deposit. Bridge needs to be investigated. I know that I am not the only tenant that she has breached contract with charging fees that was not owed and well over priced my monthly charges when taking over. She has charged me in past for insurance liability and I always had proof of renters policy. Had to fight for her to take that off as well as trying to charge some bogus fee stating it helps to keep your credit report accurate without my permission, and examples like this was never charged under previous owners and my lease was to remain same.
  Sincerely,
  
  Laurie *****

• Initial Complaint

  12/27/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am writing to formally file a complaint against the property management of Bridge Property Management/ Cobblestone Apartments regarding a series of issues that have not been adequately addressed, including retaliation, unprofessional conduct, property damage, and violations of Texas law. These issues have caused significant distress and hardship for me, and I am seeking your assistance in addressing them.1. Hostile Environment and Staff Interaction:On 12/23/24, when I attempted to speak with the staff regarding my concerns, I was subjected to unprofessional and hostile treatment. *****, a staff member, interrupted me and stated, "***** instructed us not to talk to this lady." This directive left me feeling emotionally distressed and targeted, as I was denied the opportunity to communicate with the staff.2. Property Damage and Health Concerns:On [12/15/2024], a kitchen fire occurred in my unit, which I believe was caused by a faulty stove. this situation was made worse by ongoing maintenance issues with the stove, documented through multiple work orders. The fire caused damage to my property, including my microwave. Furthermore, the smoke alarms in the unit were initially non-functional, they did not sound for several minutes and the apartment was already engulfed in thick black smoke 3. Unlawful Charges and Lack of Communication:I was informed of a $250 deductible being charged to my account after repairs were completed, but at no point was I notified in advance about this charge.4. Retaliation and Hostile Environment:In addition to the above issues, I feel that I have been subjected to retaliation for asserting my rights as a tenant. ******* instruction to staff to avoid communication with me and the hostile environment created in the office

  Business response

  01/13/2025

  To whom it may concern,

  This was completely resolved. The resident wanted confirmation of the procedure when dealing with a fire claim. The resident paid $50 of the $250 deductible and will be paying the additional $200 by the 21st. She is completely happy now. I completed an additional follow up with her on Monday to ensure no additional questions & she was good. 

  ***** ********
  Resident Service Manager

• Initial Complaint

  12/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On December 15, 2024, my fiancé's vehicle was towed from Cobblestone Apartments in Arlington, TX by Apollo Towing. Our residential address is **** ********** **** **** ****, Arlington, TX 76011. We have 2 vehicles who are registered to park at the residence. Please see attachment showing the vehicles as being registered on myvipparking.com and approved by management. On the date in question the vehicle was parked where it has been parked for the last 6 months or so. This parking spot was painted as a visitor parking spot several months ago while the car was parked in the exact same parking spot. In all the addendums and community policy courtesy reminders that are sent out almost daily does it ever mention that a vehicle registered by a resident cannot park in the visitor parking spots. We were charged $332.72 to get his car back from Apollo Towing. The car was towed at 11:26pm and we picked the car up at 12:42am. My fiancé did speak with Maria, and she said there was nothing that she could do. There is no signage or anything in writing stating that registered residence vehicles cannot park in the visitor parking spots. Only that visitors must be registered to park, or they will be towed. All we are asking for is a refund of the $332.72 that was paid to retrieve the car. A credit to next month’s rent would also be acceptable.

  Business response

  12/30/2024

  Unfortunately, this resident was towed from the designated guest parking area on the property which requires registration. Each resident has their own registered parking spot, but the resident decided to park in this area and failed to register the vehicle which caused the tow. 

• Initial Complaint

  11/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This organization has falsely advertised an apartment as Newly Renovated.The apartment has cracks in the tubs, torn window screens, gaps within the cabinets, roaches, and more. Newly renovated would be restored, like new. Theyre selling apartments under false pretenses!

  Business response

  12/02/2024

  Hello,

   

  I am not showing an address attached to this complaint. Can you please let me know the name of the property so I can better assist?

• Initial Complaint

  10/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  this afternoon i had a maintenance worker by the name of **** visit my home, he came to assist with mold in the bathroom .I let him in and we went to the bathroom where i explained that i was told by the maintenance supervisor , to spray bleach the night before their visit to assist in treatment .I did so last night for said visit today . i then went on to explain the maintenance supervisor advised me that they would be scraping off the caulk with mold and re-caulking the area when they did come to visit.unfortunately, the maintenance worker who came to visit my home today, explained that I did all I needed to do by spraying the bleach and he would not be doing anything but cleaning the filter that was in my bathroom.after again, explaining that thats not what I was told would be done , He then visually became irritated and told me that I was ******* him off. I angrily told him to leave my home and that we would be going to the office so i could complain. he told me to do what I want and that he would not going to the office.** Just as a side note , i asked the maintenance supervisor about the process of taking care of mold during a visit he made to do an inspection, what ive stated is what he advised me would be done .ive noticed recently that the employee who threatened me in my home was still moving around the neighborhood, so I went to the office to complain about why he was not let go from his position. They told me that they spoke to corporate, which I could not speak to the property manager, Manager, ****** ******* told me there was nothing she could do about my situation and the fact that I felt uncomfortable because he still worked here with my issue

  Business response

  10/24/2024

  To whom it may concern,

   

  We are writing in response to complaint #********.
  The resident originally entered the work order on 9/25/24. Prior to adding in the work order, the resident treated the area and caulking with bleach. When the tech arrived,there were no spots or discoloration on the caulking. He explained that this is the process he would have taken, and the discoloration is due to the water and humidity, which may recur, technician also began to tell the resident that he would be happy to change it, however it was not needed. At this point the resident was unhappy and demanded that the technician leave her apartment and go to the office, the technician told her she could come and speak to the manager. The resident came in and the Property manager apologized that she was uncomfortable and assured her that we would have a conversation with the technician.

  
  On 10/17/24 the resident was in front of the office speaking to an office associate, when the technician was exiting the office to reply to another residents request, she pulled her vehicle behind his cart and would not allow him to leave. The technician came into the office, and she also refused to allow him to leave the office. The resident was adamant that the tech needs to be fired, and she must be notified.The property manager expressed to her that we could not discuss any actions taken with employees, this is confidential.
  Following complaints made by this resident, I have spoken with the resident. We scheduled a time for the service request to be completed and this repair issue was resolved as of 10/22/24.

  
  Thank you,

  
  ***** *******
  Regional Manager

  Customer response

  10/25/2024

   
  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.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  10/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Reasonable accommodation - Submitted on2/1/24 Prior to my hand surgery, which was scheduled for 7/9/24. Bars installed in MB Bathroom 9/9/24 After cast was removed. Several items were requested to be repaired at the original move-in date on 3/9/22. Many issues are unresolved notified Corporate Office of my concerns and included pictures of what the interior And exterior of the apartment Several times. I requested a rent credit to address the issues since it was more than two years after the move-in date. A rent credit was issued in May in the amount of $500 with a promise it all outstanding issues would be addressed and corrected. Spare room mold and mildew has not been eradicated. Front bathroom tub is not safe requested resurfacing and to remove the outdated shower doors from the 80s. Weather stripping on Front door still has not been completed. 9/23/24 Sunset 320 apartment front office sent an email stating that the concerns in the front bathroom would be done between October 14 and October 19 when I’m out of town because of the fumes and that no further concessions would be coming with. I disagree with her decision for additional rent concessions because it’s now been 2 1/2 years several issues that were submitted Have not been addressed or corrected. I will be submitting pictures of the condition of the interior and the exterior of this unit.

  Business response

  10/09/2024

  Hello, 

   

  The complaint listed above is not entirely accurate. The resident requested grab bars in her master bathroom, which we installed. She then requested the removal of bathtub doors based off the way they looked, not safety. She then requested grab bars in the second bathroom. This was not an accommodation that was urgent being we installed them in her master bathroom. We will remove the bathtub doors for her; However, she is responsible for keeping the area clean. 

   

  As for resurfacing, this was pushed off due to the resident having issues with unauthorized occupants in her unit. We now have it scheduled for when she is out of town in October. The mildew she speaks of is a cleanliness issue, The resident must use the fans in the bathroom and open doors/windows for proper ventilation in the home. 

   

  There will be no other rent concessions at this time. We issued a $500 concession already. We did not conduct a lease violation due to her unauthorized occupant and nor did we charge her any additional fees. 

• Initial Complaint

  09/27/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  This place is wreck! I pay over 3k in bills monthly. The following has occurred; Packages continuous being stolen. Notices for late rent posted on my door when rent was free for the month or paid or not due at the time. Management telling me how to speak out of my mouth! Lack of follow up from senior management. Apartment was not cleaned or prepared for move in! Pubic hairs, stained tubs, everything unsanitary! Failure to make unit ADA complaint. Carpets are beyond dirty and smells of dog urine and elevators! Poor accounting practices! Balcony structure unsafe! Lack of empathy from employees regarding anything! And their thieves! Upper management is aware of them stealing and nothing has been done.

  Business response

  10/24/2024

  To whom it may concern,

   

  We have been in constant communication with this resident. She had claimed that we did not take care of an ADA ******* made by her mother, who was a previous resident at the property. When asked to provide a copy of her *******, she responded by saying that it didnt matter because her mother did not live there anymore.

   

  We have also been in contact with her regarding missing Amazon packages. She has emailed us 2 screenshots that, according to her, show that our staff has been removing her packages from the Amazon lockers. In both instances, this was not correct. In one instance, we had video of a family member removing the package. In the second case, it was a *** delivery signed with a name that does not belong to any of the team members at Stella.

   

  The Regional Manager has spoken to her personally, as she claimed that she had several incomplete maintenance *******s. There are no pending maintenance *******s in the system, and she was asked to send an email with the list of alleged incomplete items. As of today, she has not submitted any list.

   

  Finally, we have been advised by legal counsel to release her from her Lease without any penalties. A formal letter will be sent to her from our attorneys.

   

  Sincerely,

   

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

  Regional Property Manager

   

• Initial Complaint

  09/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Today I woke up with the elevator leading to the front building broken. Having to take my dog to relieved himself and opted to use the back elevator which I stopped use due to the amount of hazardous glass in the ground. But hoping after I sent a pervious email about the glass…it would have been picked up. However, upon leaving the garage there entire ground is cover in glass. I was forced to lightly navigate the glass hoping that he or I since I had in sandals would get injured. I believe this property is in violation of many health and hazard code (I’ve look a few up) and daily I am being effective. Living here has exasperated my medical condition and has caused harm to myself and my service animal. I would like to speak to a representative at Bridge and would like for you to provide me with their contact number and or email please. I have video and picture showing proof of what’s going on. Maybe others do not care but I do and it’s having an adverse effect on me and I’m am protected under the ADA law and I’m asking to a reasonable accommodation to be leased from this Lease effective immediately that I may find a more suitable home. We’ve had to get on the elevators multiple times with pet waste and since we live on the top floor and due to injuries I’m unable to take stairs into the building. There is also poop in every section around the property which I’ve have video of. And there is constantly broken glass on ground on side B. Since I’ve been here I’ve been nauseous and disgusted by the smell and my living situation. I have sent photos of my concerns. I hope this can be resolved as soon as possible unless I would like to be released from my lease without penalty as it’s no fault of my own. Please respond within 5 business days. This is a serious health matter and it’s causing me a lot of distress, trauma, and anxiety which make me not want to leave my apartment due to the unsanitary and unsafe environment of this property.

  Business response

  09/11/2024

  I would be happy to help, unfortunately on my end the address is coming back blank.

  Please let us know the property in question so we can get with somebody to dig into this.

  Business response

  09/20/2024

  This has been taken care of.

  Customer response

  09/23/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22260662, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Carmen Foster

*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. ↩