7/29/26
Verified Renter
I have had an extremely disappointing experience at Mason & Main. I moved in on July 1, 2026, and since then there have been multiple obvious dog-urine stains in the carpet near the sixth-floor elevator. The smell is strong and affects the area closest to my apartment. I submitted a written work order on July 19, went to the leasing office twice, and followed up by email. Despite repeatedly reporting the problem, the stains and odor remained.
This is not a minor cosmetic issue. Residents pay a... significant amount of money to live here and should not have to repeatedly ask management to clean animal urine from an indoor common area. The fact that residents have to walk through a hallway that smells like urine while management fails to provide a timely response is unacceptable.
On July 24, I also returned home to find several discarded boxes placed directly outside my apartment door. Only one labeled package belonged to me; the other boxes did not. Instead of contacting me and providing instructions about where oversized cardboard should be disposed of, someone moved multiple boxes to my entrance. It then took repeated office visits, an email, and a maintenance request before the items were removed.
What made the situation worse was the way my complaint was handled. During my conversation with a leasing-office employee, she repeatedly giggled while I was trying to explain what happened. Immediately afterward, I heard someone ask whether she had done a “prank,” and I heard her respond that she had. I cannot confirm what that statement referred to, but the timing was extremely concerning and the overall interaction felt dismissive and unprofessional.
I escalated my concerns in writing to property management and Greystar’s Office of the CEO. Although I received an automated acknowledgment, I did not receive a prompt substantive response addressing the sanitation issue, the boxes, the request to preserve camera footage, or the employee interaction.
The building may look attractive in advertisements, but appearance means very little when basic cleanliness and resident concerns are handled this poorly. Residents should not have to create repeated work orders, make several office visits, send formal emails, and escalate to corporate leadership just to get urine cleaned from a hallway or trash removed from their doorway.
Based on my experience, I cannot recommend Mason & Main. Prospective residents should carefully consider how management responds after the lea
Review from Apartments.com
