Mom's months-long fight over water leak in Cary apartment ends after call to ABC11 Troubleshooter

CARY, N.C. (WTVD) -- A Cary mother says she was fed up with dealing with months of a leaking ceiling and a growing hole inside her apartment.

Shayy Caldwell, a single mother of three, says the problem began in January with water stains on her ceiling. She says apartment management told her the issue was caused by the unit above her.

"They said that it was the hot water heater from the unit above, and so they said they replaced it."

However, Caldwell says the leak continued. "Maybe two days later, it was they like, formed a small circle about a baseball size and it just broke through all the water just started dripping down into this bucket."

She also says small creatures began coming through the opening. "I just really want a clean home for my kids," Caldwell said.

According to Caldwell, she submitted a maintenance request through her apartment's online portal in March. She says maintenance workers cut a square in the ceiling but left the opening without completing repairs.

Frustrated after months of trying to get the issue resolved, Caldwell reached out to ABC11 Troubleshooter Diane Wilson.

"I honestly feel like you were my last resort," she said, "I did not know what else to do." Caldwell says she didn't want to leave the community; she simply wanted a safe place for her family. "We actually really love it here," she said. "I just wanted a new place for my kids to be healthy and be able to thrive."

After Wilson contacted the property's management company, Harbor Group Management provided a statement saying, in part, "The safety and comfort of our residents is very important to us, and the necessary repairs are in process and will be completed as soon as possible."

The company also said it scheduled a time to show Caldwell two comparable apartment units and would continue working toward a quick resolution.

Caldwell says she is satisfied with the outcome but cannot discuss additional details because she signed an agreement with the apartment complex.

Troubleshooter Tips

If you're dealing with problems in a rental home or apartment, you need to report maintenance issues in writing. Also take photos and videos to document the damage. Plus, make sure you keep copies of all maintenance requests and communication with management. Those records can be critical if problems continue or you need to seek outside help.