after fulfilling my lease I was given a Stone Manor document stating that my move out walk-through was approved. They even drew a smiley face on it. I documented the apartment condition in photos that day and thank God I did.
One month later I was called by the maintenance manager who told me the apartment was unable to be rented because of huge black stains on the carpet.
I told him he was mistaken, I had photos and if his cleaning company put chemicals in the carpet that caused damaged that I was not responsible. He did the walk though with me! He saw the condition and how perfect I had cleaned every inch of that apartment. He knew I was planning to return after my Grandmother was on her feet and that I would rent a larger apartment!
The manager at the corporate office in Austin refused to return my calls, I hand delivered a copy of the photos and all emails to the manager in Austin and at the Stone Manor office in San Antonio and still today they refuse to cooperate with me in clearing my account they put to the credit bureau which is holding up my pre-approval
The manager at Stone Manor today 7/5/07 admmitted to me on the phone Tuesday July 3, 2007 that my account should not be in collection. I asked her to fax a note to my broker and she said she didin't have time and that she was leaving the office. It was 4:35pm in the afternoon and I had been talking to her for two days about this matter. She said she had 4th of July off and could not help me. Today is Thursday July 5, 2007 and she refused to get on the phone with me or fax the letter stating I should have a cear account with them. She knows that the Broker, the nice lady at the collections office and I are all waiting for her to do the right thing and she refuses!
I moved out Sept. 27, 2006 and have gone through hell and back and this hateful, unprofessional manger is being selfish and uncooperative and is not taking responsibility for her company's actions.
I am a manager and when a customer is right and my company is wrong, I stay as long as it takes to remedy the situation and create a better experience for them no matter how long it takes!

User Responses
From: billiemadisen	Date: 07/30/2007
I am having a very similar problem, only dating back from 2005. I also got a walk through approval, and similarly I was told there was damage to the carpet and would have to pay to replace it. I was then sent pictures. MULTIPLE pictures of the same 3 spots. Unfortunately, I didn't take pictures to document the condition, as it did not seem necessary given the great quality. I was told the "Stone Manor policy... is that they do not 'repair' carpet- only replace it". However, outlined in their very own community handbook it absolutely states that upon moveout the may be charges to REPAIR-OR-replace carpet! (#19, pg 12) I believe that there are a few comments of this nature. Please file a complaint w the BBB, as I have done. If there are enough, the attorney general may investigate or file suit against the company.
From: kapri0222	Date: 08/20/2007
Ha-I also had the same thing happen to me. I moved into my apartment 2/2005 and moved out 3/2006. The apartment was clean as was the carpet. I rvcd a bill for $508.00 to replace the carpet. I contacted the mngr ---- and she was going to research this-as she was not the mngr when I lived there. ---- faxed me a bill showing the carpet was replaced 2/2005-right before I even lived there. She could not provide me with a bill showing they replaced the carpet AFTER I moved out. I have also filed a complaint with the bbb. ---- never returns my calls nor does the mngr in Austin. This charge is on my credit and I am trying to get it removed. This is almost an impossible task due to the non cooperation of the mngrs. I have been trying to get this resolved since 3/2007!!!! I will never rent there again!!!!
From: Anonymous	Date: 09/07/2009
You should always take pictures of all of your apartment. carpet, ovens, bathrooms, refrigerator. Then follow up with the manager in 2 or 3 days after a scheduled walk through. To make sure you are aware of what the charges are. They cannot send you to collection before 30 days. Also you may want to consider asking for a apt that dosen't have new carpet but clean carpet to reduce your liability. I know how those after move out charges can screw you over. I wish I could say that this was the only apts that do this unfortunately it seems to be a trend. Also make sure you let the manager know that you intend to follow up on the charges and you have documented the condition of the apt with pictures. Just so they know not to screw around. Hope this helps.

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