Mason on Chestnut, philadelphia-pa

Update - May 2025. We still have not received an adequate response to our many requests (by email, telephone, certified mail etc.) for the return of security deposit or unearned rent. If anyone has been successful getting theirs back, please post how you got it. It has been 10 months - so we may need to pursue legal action. Update July 8th: I stopped by the building to return something. 6 ServPro vehicles were there and still no AC - the manager on staff was extremely hot. It is not livable in my opinion. I would like to preface this review by noting that the only reason this review is even getting a star is because Google doesn't allow zero stars to be given. I truly wish this wasn’t the case because one star is not necessarily accurate to our situation, but, much like the apartment and management service, the ratings platform is flawed. The reason for this review is that we moved our son out following the recent building shut down and strongly believe the Lease is terminated. During the shutdown period, the staff or ServPro etc. had the door to his apartment propped open with dehumidifiers running inside for days while he (and other residents) were ordered by the Dept. of Licenses & Inspections to be evacuated from the building. The notice on the building clearly stated it would be illegal to occupy the building after June 11, a notice which was obvious and readily apparent. That information is rather pertinent because the Lease clearly states it terminates on its own if the building becomes uninhabitable. In our view the apt was uninhabitable from the outset in May because there was no AC and it was over 90 degrees in his apartment, which is honestly dangerous. Not only was there no AC, he also had a rodent infestation, broken locks and other issues - all reported on the portal, with many not having been addressed. Moving was difficult in part because there was only 1 sporadically working elevator and there were no ramps - we had to go up and down several steps each trip. We do not understand how any disabled person in a wheelchair could access their apt but hope any such people have been assisted. We, like others, are seeking a refund of unearned rent, prepaid utilities and our security deposit. We have sent several pieces of correspondence to representatives of the owners (CSC) and Redstone Mgt and have received no substantive reply, causing us to become concerned. Also, we wonder about whether the building owners had been in compliance with their license which limits their occupancy to 85 units - seems there had been more rented and AirBnB'd. Sadly, while the building was "shut down" and residents evacuated, management’s negligence allowed someone to enter our son's apt and steal a number of his things, so we'll seek recovery for those things as well. On Friday June 28th, we were told by a person at the desk that all the management personnel had quit and we received an email saying the office was closed yesterday without any reason given. It is a surprise to us that the Dept. of Licenses and Inspections has allowed the building to remain open given the significant on-going problems and lack of appropriate management.

Updated Review I’m updating my review to reflect recent issues at this property, primarily following a significant flood incident on October 15, 2024. Redstone Residential arrived at Mason on Chestnut as of April. 1, 2024. Flood Incident: On October 15, 2024, after the building’s heat was turned on for the season, a serious flood affected the building from the 5th floor down, flooding the lobby and causing extensive water damage. Residents observed the aftermath early the next morning, finding staff trying to mop the water with trash cans catching leaks from above. Despite claims from management that plumbers worked until 4 AM to resolve the situation, photos and videos from residents document that the flood started much earlier. Since the incident, there has been no communication from management about the flooding, nor have they acknowledged the impact it had on building systems. No professional remediation team, such as ServePro, was called, and the corroded pipes discarded after the flood indicate that needed maintenance was likely deferred long before Redstone’s arrival. Staffing Issues: In the last week of September and the first week of October, several staff members were unexpectedly laid off, allegedly due to budget cuts, but were unable to receive unemployment support. The remaining team includes only a Community Manager, a Leasing Manager, and a Maintenance Supervisor, none of whom have adequately addressed resident concerns about building operations or communication. Security Concerns: Recently, a security team was hired without any notification or explanation to residents. This “Ghost Security” team has been “patrolling the property”, yet their purpose, authority, and affiliation remain unclear. Multiple inquiries from residents about their identity and function have gone unanswered. A transparent approach to security would foster a sense of safety rather than creating a hostile environment where residents feel surveilled rather than supported. Internal Conflict Among Staff: There appears to be a lack of alignment among the staff, with noticeable competition and conflict. Skilled team members are often overshadowed by those lacking basic understanding of policies and procedures, as well as effective communication skills. This disjointed staffing has led to inconsistent experiences for residents, further diminishing trust in property management. Overall Management: Despite Redstone Residential being one of the largest property management companies in the country, they have failed to maintain a safe and hospitable environment here. Residents deserve a management team that is responsive, locally accessible, and committed to fostering a community that is safe, welcoming, and respectful. They’re not in alignment with the community that they serve. When individuals with biases and hostility manage this property, it becomes difficult for residents to feel safe and valued. The presence of staff who have allegedly acted inappropriately toward residents, entered apartments without notice, and engaged in surveillance in private areas raises serious questions about the ethics and accountability of management here. There is no excuse. Final Note: If the hiring of the security team or retaliatory actions against residents are substantiated, I will seek accountability through legal action. Management must address these issues proactively rather than reactively. Until then, I cannot recommend this property to others, particularly those with families.

I always try not to leave negative reviews, because I try to be grateful for what I get and find excuses for any inconvenience. But not this time, since Mason is refusing to give me my security deposit back and anyhow solve the occurring issues. The staff seemed nice as long as you are nice to them, but the living condition itself usually seemed unbearable. One time the closet mirror door simply fell on me and maintenance people fixed it about 4-5 months later. After I told them that I could sue them for a life threatening moment, they told me that it wasn’t possible because I don’t have any visible damage on me - if I had a broken arm or a deep wound - then… maybe… After some time it happened again. The food was constantly getting stolen from the fridge, and if it wasn’t for me, who always tried to keep our common space clean - then you could see the result of what happened after I refused being the only one to clean the kitchen. Constant problems with AC and hot water made my living experience even worse. Moreover, before moving to this place I was told that the bathroom would be shared with one-gender tenant. Nope, didn’t happen either - for the whole year I had neighbors, who I believe, identified themselves as males. The management didn’t find this matter worth listening to. I hope to find some ways out to make these people regret not being and feeling guilty for anything they do. If you feel the same, feel free to reach out and we could collaborate and make people pay for all the damage they created. Both mental, and financial.

I never post reviews, but I have been traumatized by my experience living at The Mason. I am posting to desperately warn anyone to never ever sign a lease to live here. Prior to signing my lease last year, I read many reviews that were bad, but figured it would be okay given it's proximity to the universities in Philly. I was wrong. Assorted Problems: After moving in, the situation was worse. We've had countless of lost mail and stolen packages, mice/centipedes/roaches, drug infested communities and drunk people in the lobby harassing residents for no reason, random nonresidents sleeping on our floor common spaces, and trash not being collected for days and piling so high that you can't even access the elevators (smelling horrendous with flies rampant). Originally, we had really kind front desk staff, but they were all fired after our third management change. Despite being a non-smoking building (besides the outdoors, side door area), residents smoke 24/7 on the balconies, which drift into the rooms. The Unsanitary Kitchens: The pod kitchens are also disgusting. You may be lucky and live in a more clean pod, but mine was horribly unsanitary. Dishes filled with food were left out for days and weeks on end, the sink was constantly clogged, and the trash was simply collecting on the floor. Our rent includes cleaning staff, but since a few months ago, they have come very infrequently, and dirt, grime, and sticky substances collect on the floor with gnats/flies celebrating everywhere. The Sealed-Shut Windows: My window was sealed shut by the maintenance man while trying to fix a severe rattling issue, which has led to extremely uncomfortably high temperatures in my room. The lack of AC, despite being promised that it would be fixed for over a month, contributed to a horribly unsanitary and stuffy room. I told the previous property manager, but he dismissed such issues. Public Bathrooms: There are also "public" bathrooms for residents to use, but they are never cleaned. There is no toilet paper in there ever, and the seats are stained with pee and feces. Safety Concerns: You won't be safe here. We don't have a security system, so anyone can walk into the building at any time. Despite telling us that the side doors will be locked after 10pm every night, they never are. After the construction for the Target building was completed, we were finally allowed to access the building through the front doors, which normally requires a fob to enter. However, the doors are always propped open with heavy poles, meaning that once again, anyone can enter. Water Leaks: There are leaks everywhere that are never addressed despite the maintenance requests that I put in. Every time it rains, there are large puddles scattered throughout the building, testifying to the unsafe structures, plumbing systems, and holes in the ceilings. These unaddressed leaks culminated in a massive flood on 6/11, which has led to the displacement of all residents and the city ordering a "cease operations" on the property. I have been homeless for the past few days, which has been awful for trying to heal after a big surgery. Additionally, residents were forced to walk up and down a dozen flight of stairs in order to grab their essentials within less than 1.5 hour notice of needing to evacuate the premises. No Response to Emails: I have been emailing about terminating my lease for an entire month, but no one has responded to my emails. Seeing the reviews about former tenants not getting their deposit back, I am worried about losing so much to this property, both monetarily and mental health wise. In general, almost none of my emails have ever been responded to, with the current Redstone Residential, and with the previous CSC Management companies. I'm generally an understanding person. I understand that it's difficult to maintain such a large building with so many residents. However, enough is enough, and with my health suffering so greatly and having paid so many months of rent despite horrible living conditions, it was time to post this review.

Worst building I have ever lived. I have not received my money back since my move out on May 2024. Now it is September 2025. I have contacted the office, obviously, there is no call back. CSC is a total scam that runs the building even with an expired license. Keep saying that their insurance company is processing the refund, but well, I have not received it. Even won the court case, but they ignore the court decision. Hope you see this Shlomo Rosenfeld - and get back to me:)