10/18/24
Fine place to live, but read the fine print
Lived in a Stone Haven townhome for about a year before moving out. Appliances were wonderful, spacing nice, and a quick drive to Rochester. Plus, having your own garage and being pet friendly is a plus. But you can definitely tell that the properties were completed too quickly with less than optimal care (baseboards missing in under stair storage, rushed or unfinished painting, floorboards coming up, flat paint that leaves any mark you make).
Our experience with the property managers was not... so great. Our face to face interactions with staff were positive, but communicating through email and through their portal was slow. We were surprised that some maintenance requests were unfulfilled, such as touch ups to our walls and replacement filters for our appliances. At times, we had to use language in the lease to get assistance. Their customer service, while positive in person, leaves many things to be desired.
Overall, a fine place to live, but property management has a long way to go to be more resident friendly.
Review from Apartments.com
Property Manager at Stone Haven Townhomes responded to this review
Thank you for taking the time to share your feedback. We are always looking for ways to improve so we can continue to be the Best Property Management Company in the Rochester area–a title we have proudly earned from our community for 2 years in a row... .
We’re happy to hear that you enjoyed the appliances, spacious layout, pet-friendly policies, and the convenience of having your own garage. It’s great to know these features enhanced your living experience at Stone Haven Townhomes. We're also pleased to hear that your face to face interactions with our team were positive.
Stone Haven Townhomes is a community of 115 high-end townhomes, and we are very sorry to hear that you felt some aspects of your home did not meet your expectations. Well over 95% of our move-ins through the construction of these townhomes have reported a very positive experience and people have enjoyed living in this community over the past several years. We take pride in the maintenance and quality of these townhomes. Our maintenance software captures analytics from property management companies across the nation and we are ranked in the top 2% of the industry for maintenance response speed.
All in all, we’re sorry to hear you were not completely satisfied with your experience at the Stone Haven Townhomes. Customer service is a top priority, and we strive to provide an exceptional living experience for all of our residents. We appreciate the opportunity to serve you and wish you the best of luck in your future housing needs.
Sincerely,
Black Swan Living Property Management
