Ripley - Heatwole Company Inc.

Pros

• The only saving grace in the leasing process were Mrs. Stout and Mrs. Woodworth, who provided professionalism and assistance.
• Ripley Heatwole's staff are described as very hard-working and reliable, and residents implicitly trust them.
• The reviewer has been very happy living in a Ripley Heatwole property in Norfolk, VA for three years.
• Gaurdus Security is noted as a capable provider for alarm resets and noise control, offering dependable security services.
• Mill Creek Apartments is described as a nice place to live.

Cons

• Tyrell Judge is lazy, unresponsive, and retaliatory.
• The leasing process suffered from a lack of proactive communication and frequent miscommunication from Tyrell Judge.
• Judge failed to disclose all move-in charges, adding a $200 fee that was not mentioned.
• A staff member named Shay (or Shy) lied about being the property manager and was rude and dismissive.
• Shay claimed Sunday move-ins were not allowed, contradicting prior assurances.
• The first-hand apartment visit revealed water damage, mold in the vents, hair and soap scum in the shower, urine stains on the toilet, and severely damaged cabinets.
• Renee, the receptionist, hung up on the reviewer twice, kept them on hold, and did not provide the requested information.
• Kesha Webster has not returned calls regarding the issue.
• The property manager Sara was aggressive, constantly cut people off, and used her personal line to contact residents, which was unprofessional.
• The reviewer describes the company as the worst they've dealt with, citing unresponsiveness and poor customer service.

Review

The collection of experiences shared here paints a stark picture of a property management operation that many tenants feel operates with chronic miscommunication, inconsistent professionalism, and a pattern of letting important details slip through the cracks. A recurring thread centers on Tyrell Judge, who is described as the lynchpin of a leasing process that veers from promise to frustration. From the outset, reviewers report a lack of proactive communication and difficulty reaching Mr. Judge. When inquiries did receive a response, the information was said to be incomplete or misleading, casting doubt on the reliability of the leasing process and setting a tense, distrustful tone for what should have been a straightforward move-in.

One major grievance concerns the move-in costs and the way financial details were disclosed. In June, after an applicant was approved, it is claimed that Mr. Judge told the reviewer that they would only need to pay the first month's rent upfront. Weeks later, the lease revealed an additional $200 charge, which had not been mentioned previously. When questioned, the reviewer contends they were treated as a liar, and there was no written receipt for a prior $275 payment or any itemized list of charges, despite these being required by the lease agreement. Compounding the financial confusion was a change in the unit the reviewer had originally agreed to - without timely, clear communication about the reason for the change or the implications for the move-in date.

The process surrounding the unit itself and the move-in logistics further fueled discontent. The reviewer describes making repeated attempts to view the new unit after being informed that the original unit would no longer be available, but those requests were ignored. Only two weeks before move-in did staff suggest the new unit would be "ready" the same weekend as the move, which would force a same-day walkthrough and move-in without adequate time to address potential issues. When concerns were raised, the leasing team reportedly remained largely silent. A direct contact with the leasing office yielded a particularly negative encounter with a staff member named Shay (or Shy), who was described as rude and unprofessional and who allegedly lied about being the property manager. The reviewer also notes a contradiction where Shay claimed Sunday move-ins were not allowed, which clashed with what Mr. Judge had previously told them.

The situation deteriorates dramatically upon walking into the apartment. The reviewer recounts water damage, mold in the vents, hair and soap scum on shower walls, urine stains on the toilet, and severely damaged kitchen cabinets exposing the floor. Attempts to contact Mr. Judge to address these conditions were reportedly ignored, prompting escalation to corporate channels. It was at this point that two staff members, Mrs. Stout and Mrs. Woodworth, were described as offering professional, helpful support - portraying them as the salvaging elements in an otherwise troubling process. The reviewer emphasizes that Mr. Judge's behavior - characterized as lazy, unresponsive, and retaliatory - created an unacceptable experience, and they suggest that this leadership style, along with the general staff behavior, has the potential to do lasting reputational damage to the company unless substantial changes are made.

Beyond the immediate unit and move-in fiasco, other parts of the experience reflect broader patterns of customer service breakdown. A separate incident is noted involving a company driver in a large vehicle who allegedly ran the reviewer off the road, illustrating safety concerns that intersect with customer service and tenant experience. The receptionist, Renee, is described in equally negative terms by another reviewer - unprofessional and dismissive, with multiple reported hang-ups and extended holds, and with ongoing difficulty reaching the appropriate personnel, including an accountant and Kesha Webster, who was said not to have returned calls. When the reviewer sought the name of a manager above Kesha Webster, Renee allegedly refused to provide one. The same broad theme of unresponsiveness and poor communications recurs in the Westwinds Apartments examples, where a staff member named Sarah is described as rude and unhelpful, further illustrating how customer service challenges permeate multiple properties within the same broader portfolio.

The Westwinds experience includes a range of operational frustrations: phones going unanswered after move-in, dumpsters obstructing roads, and damage to vehicles due to poor handling of trash and loading zones. Reviewers point to a lack of care for residents and the overall state of the property, with concerns about how the property is maintained and how concerns are addressed. One particularly pointed critique centers on a manager named Sara, who allegedly used a personal line to contact a resident, spoke in an aggressive tone, and dismissed concerns, prompting the reviewer to invoke Fair Housing codes in asserting that management's conduct was intolerable. The same cluster of complaints references forced telecom packages for TV and internet, described as dated and intrusive, reinforcing a sense that residents are pressured into suboptimal terms rather than being offered flexible, resident-friendly options.

In contrast to the negative experiences, there are a few references that stand apart from the rest. One review speaking about Mill Creek Apartments describes a property that used to be clean, peaceful, and respectful, but the current management is portrayed as neglectful - furniture abandoned, mold present near trees, and maintenance slow to respond. Another, more praiseworthy note comes from someone who has lived in Ripley Heatwole properties in Norfolk, VA, for three years: the reviewer says the properties have impeccable service, with weekly pest control when needed and a staff that is described as hardworking and reliable. They also highlight Guardian Security as a dependable contact for issues ranging from alarm resets to noise control, even acknowledging that crime is a concern in Norfolk, but that the property in question has adequate security. This contrast serves to remind readers that not all properties within this broader portfolio are equally distressed in tenant experiences.

Taken together, these narratives sketch a complicated portrait of a property management ecosystem in which a few responsive, professional staff members, like Mrs. Stout and Mrs. Woodworth, stand out against a backdrop of inconsistent communication, delayed or missing information, and difficult interactions with several managers and front-desk staff. The experiences emphasize how critical timely, accurate information and respectful, proactive service are to tenant satisfaction. They also illustrate how negative interactions at the leasing stage - misinformation about move-in costs, late or incomplete lease communications, and unaddressed maintenance issues - can cascade into a broader sense of distrust and dissatisfaction that touches multiple properties. The overarching message is clear: without systemic improvements in communication, accountability, and maintenance responsiveness, reputational damage to the company as a whole seems likely to persist, even as some individual properties - and some individual staff members - continue to earn positive assessments from at least a portion of their tenants.

Located in Virginia Beach, Virginia, this area offers a range of amenities suitable for seniors looking for a convenient and comfortable lifestyle. With multiple pharmacies nearby such as Walgreens and Rite Aid, access to healthcare services is readily available. Several physician offices including Jordan Young Institute and Gastroenterology Associates of Tidewater are within close proximity for medical needs. For dining options, restaurants like Olive Garden and Village Inn offer a variety of choices, while cafes such as Starbucks provide a relaxing setting for socializing. In terms of recreation, parks like Mount Trashmore Park offer opportunities for outdoor activities, and theaters like Regal Entertainment Group provide entertainment options. Transportation is easily accessible with The Tide-Newtown Road Station and Norfolk International Airport nearby. Overall, this area provides a convenient and safe environment for seniors to consider for their retirement years.

Pharmacies

• Walgreens (0.5 miles)
• Rite Aid (1.9 miles)
• Walgreens (2 miles)
• Wegmans (2.2 miles)
• Walgreens (2.3 miles)
• Walgreens (2.5 miles)
• CVS Pharmacy (2.5 miles)

Physicians

• Jordan Young Institue (1.2 miles)
• Patient First (1.2 miles)
• Gastroenterology Associates of Tidewater (1.3 miles)
• Austin Warren Md Norfolk (1.6 miles)
• Virginia Ophthalmology Associates (1.6 miles)
• Pariser Dermatology Specialists (1.6 miles)
• Sentara Comprehensive Weight Loss Solutions (1.6 miles)

Cafes

• Starbucks (1.6 miles)
• Panera Bread (2.2 miles)
• Starbucks (2.3 miles)
• Starbucks (3.1 miles)
• Starbucks (3.5 miles)
• Kahiau's Bakery & Cafe (4.5 miles)
• Coalescence Coffee (6.5 miles)

Restaurants

• Chick-Fil-A (1.6 miles)
• Sonic Drive-In (2 miles)
• Olive Garden (2 miles)
• Village Inn (2.2 miles)
• Hooters (2.2 miles)
• Yard House (2.4 miles)
• P.F. Chang's China Bistro (2.4 miles)

Theaters

• Regal Entertainment Group (2.7 miles)
• AMC Lynnhaven 18 (6.3 miles)

Transportation

• The Tide-Newtown Road Station (2.9 miles)
• American Airlines Ticket Counter (3 miles)
• Norfolk International Airport (ORF) (3.1 miles)
• Norfolk Airport USO (3.2 miles)

Parks

• Mount Trashmore Park (3.3 miles)
• Kings Grant Park (3.6 miles)
• Bay Oaks Park (5.4 miles)
• Broad Bay Estates Park (6.3 miles)

Places of Worship

• Third Presbyterian Church (5.4 miles)
• Tabernacle Church Of Norfolk (6.5 miles)

Hospitals

• Sentara Health Care (5.9 miles)
• Chkd (6.4 miles)