The Masonry Apartments

Living at The Masonry has been an incredibly frustrating experience due to ongoing mismanagement, poor communication, and unresolved maintenance issues. Despite multiple attempts to contact management, emails go unanswered, and work orders are frequently left incomplete with no updates. When responses do come, they often feel dismissive or passive-aggressive rather than helpful. One of the biggest concerns is the significant rent discrepancies for identical apartments. I am paying considerably more than other tenants for the same unit, with no explanation or justification. This lack of transparency, combined with the maintenance issues, makes me question the fairness of their pricing. Maintenance is severely mismanaged. When the apartment above me flooded—twice—management failed to take meaningful action, leaving me to run an industrial moisture removal machine for months. As a 988 crisis worker who works remotely, this was a major disruption to my job, sleep, and mental health. Despite requesting a better solution, I was told to run the machine only at night, which was completely unrealistic. The pest control situation is just as bad. Despite paying a monthly pest control fee, I had to deal with a severe cockroach infestation for months. The initial “solution” was glue traps, which did nothing. Only after months of complaints was I told I needed to pay over $100 for specialized treatment—an expense that should not have fallen on me. Additionally, my apartment has structural issues like visible gaps in the molding and walls, leading to persistent leaks and pest problems. These should have been addressed through routine inspections but remain unresolved. I understand that managing a complex of this size is challenging, but the lack of communication, delayed maintenance, and overall mismanagement have made this the worst living experience I have ever had. Many tenants, including myself, are actively looking for alternative housing. If The Masonry wants to improve tenant satisfaction, they need to focus on better communication, prompt maintenance responses, and addressing ongoing concerns in a fair and transparent manner. Would not recommend living here unless major changes are made.

Management is the worst. Our entire building has low water pressure since I moved in August 2024 and we lost hot water since the middle of February 2025 to this day. Our balconies closed since December 2024. Prior to that I spent 3 months without a working fridge and roach infestation, no credit or reimbursement any kind and they say: they are “fixing things” so they will not honor anything. They don’t answer calls or emails and the office is by appointment only, they are only available to get new tenants but once you signed they do not exist. This is not worth living in, stay away.

Please DO NOT RENT HERE!!!, Broken appliances, roaches and bugs everywhere! Property management does nothing.If you live here every tenant will tell you it’s a nightmare! Common utilities sharing. Fees for everything.Nice properties elsewhere.

Unless you like your vehicles broken into, do NOT rent here. IT is located in the heart of downtown Richmond, which is nice/convenient, yes but the parking garage and the parking lot that this apartment complex has to offer is not safe for vehicles. And then, if you want to get out of your lease it is a NIGHTMARE and a half to do so. Oh, also be weary packages have been known to be stolen here as well since they do not have a super secure mail room, any/all packages that are not form amazon just sit out in the public where anyone who has access to the building can get/steal them (has happened to us twice)

I'm not able to get anyone to answer the phone in the office. I've called several times today and nothing. I am in the process of applying and have already paid my application fee and it seems like I have been put on the back burner and I am not happy.

I just would like to say thank you to The Masonry Team. They were on point from day 1. My apartment was ready before my move in date and anything i need they are 100% there to help me. i would definitely recommend any of the surrounding Masonry apartments to anyone, which is why my cousins and i all live here. The management team are the BEST! Thanks for everything guys my kids and I love it here.

Internet is atrocious and a monopoly, you will only get gigamonster here and cannot get anything else. DO NOT RENT HERE IF YOU WORK FROM HOME AND NEED BASIC INTERNET SPEEDS! Leasing office doesn’t return calls. Leasing office starts randomly charging you an additional $100 on your rent every month at random with no explanation. The portal to pay your bill also doesn’t have a break down of charges. not open Saturdays or sundays which is wild. You submit a maintenance request and they claim it takes 2 weeks since they’re short staffed for them to work on anything, only to find out 4 weeks later that “they never received your online request”. The leasing manager knocked on my door to deliver a fridge because ours broke without calling first at 8 in the morning when I was working from home.. unprofessional. There are constant shootings around our building. this is the worst experience I have ever had living in an apartment.

You’ll regret it. Move in was terrible things were broken, place was dirty and had a smell. You will have to call 2928 times to get anything fixed. The alarm in the hall way has been going off for MONTHS nobody has fixed it. The halls are dirty, side door is always unlocked anybody can just walk in. Dishwasher has leaked multiple times and smells TERRIBLE! It’s not worth your money!

Terrible, don’t live here. Not only is their staff incompetent in the most simple tasks but they don’t communicate with their residents at all. The pool is at the main building and not worth the hype and the gym has 0 working machines, it’s basically a room with weights and mirrors. The halls, elevator, and stairways are always dirty sometimes you’ll find dog poop inside. The elevator will not work at the most inconvenient times. The cable they offer will probably stop working like it always did for me and they can’t fix it so might as well purchase a more reliable cable plan. The water pressure sucks and the shower drain will always clog and if they can’t repair something in the unit tough luck because they will give up and won’t fix it at all then.

This is an amazing building to live in especially if this is your first apartment. I enjoy the fact that I can walk to the market, pharmacy, and different restaurants. The night scenery is pretty awesome as well. My neighbors are very welcoming and maintenance is pretty fast. The walls are pretty thin but my neighbors are very respectful so I honestly have no complaints over here. I love everything about my apartment and I definitely recommend Trolley Commons.