Worest service
My experience with Black Stone Management Company has been extremely stressful and disappointing because of their poor customer service and unprofessional communication.
I needed a good standing letter for my account to renew my rental license. I completed the required form and submitted a payment, expecting to receive a confirmation email. Since I never received confirmation, I believed the payment had not gone through and made a second payment. Only after the second payment did I receive an email stating there was a mistake on my original form and that they would not issue a refund.
When I called to explain the situation, the receptionist spoke in a defensive tone and repeatedly refused to help. I asked to speak with the manager, but she told me he was “in a meeting” and unavailable. After I mentioned that I was considering writing a review about how I was being treated, I was suddenly transferred to the manager immediately, even though moments earlier I had been told he was unavailable.
Unfortunately, the manager’s response was no better. Instead of handling the matter professionally, he spoke aggressively and told me, “You can go to court, let alone write a review.” Although he eventually agreed to issue the letter I needed, he still refused to refund the duplicate payment, even though the confusion happened because I never received confirmation for the first payment.
I later emailed requesting reimbursement for the duplicate fee and received no response. After waiting two days, I called again and was once more told they would not reimburse me because I “made a mistake” on the form.
Nobody is perfect, and honest mistakes happen. A professional management company should treat customers with respect and understanding instead of making them feel punished for small errors. Sadly, the same concerns about communication and customer service have been raised repeatedly in meetings, yet nothing improves.
I truly hope no one else has to go through this kind of treatment.
