Beautiful Building, Extremely Disappointing Management Experience
I chose 21 West End Avenue with very high expectations. The building is truly beautiful, the location is excellent, and from the outside it gives the impression of a high-end Manhattan residence with professional management. I never imagined that my experience with the management and communication could be this bad.
The problems started before I even moved in. There were constant communication issues and confusion regarding the lease terms, start date, key pickup, and move-in arrangements. At one point, I was told that I could only proceed with the 15-month lease terms they offered or cancel the lease. By then, I had already completed my six-year-old son's school arrangements using this address, and we had been moving from hotel to hotel, so my options were extremely limited.
The real disappointment came after I received the keys. I had been told in writing that management had personally inspected the apartment, that it had been fully cleaned, and that it was move-in ready.
What I found was absolutely not consistent with that statement.
There was dirt, dust, and pet hair throughout the apartment. The pet hair was not limited to the floors or visible surfaces -- it was everywhere, even inside the refrigerator. In some areas, it appeared stuck to and almost smeared across the surfaces. I documented the condition with photos and videos.
This was not simply a cleaning issue for us. My son has severe allergies to pet dander and dust, and his allergies became extremely bad while we were in the apartment. As a mother, I could not keep my child there under those conditions.
Still, I did not immediately give up. Hoping that the apartment could be properly cleaned and made livable, we returned to the apartment twice, and both times we ended up having to go back to a hotel. Instead of settling into our new home, my child and I were going back and forth between the apartment and hotels.
Management later acknowledged that the initial cleaning had not met expectations and stated that the apartment had been cleaned again. However, I was physically inside the apartment during this second cleaning and personally saw what was done. Some dusty areas were wiped with paper towels or cloths. When I specifically pointed out additional areas and asked that they be cleaned, those areas were wiped as well, and then the workers left. What I personally witnessed did not match the impression of a thorough "second cleaning" that was later described to me.
In the end, I spent approximately three days cleaning one room myself so that my son could at least have a clean place to rest. I never moved my belongings into the apartment. The only significant item inside was a mattress for my son's comfort.
After everything that had already happened, instead of offering a meaningful solution, the attitude I received was essentially, "This is what we can do; you can stay or you can leave." I found this approach extremely dismissive and disrespectful.
At that point, I had had enough. I am not even going into detail here about the way I was treated by security, including being yelled at, and the other disrespectful interactions I experienced. My six-year-old child and I had already tried twice to return to the apartment and twice had to go back to a hotel. Ultimately, I left the building without ever fully moving my belongings in.
Unfortunately, leaving the building did not end the matter.
Approximately seven months later, the financial side of this experience is still not fully resolved for me. I have requested a detailed written itemized statement explaining the payments I made, including rent/security deposit and checks, exactly what amounts were deducted, what each deduction was for, and the basis for those deductions. Yet, approximately seven months later, I am still waiting for a proper written accounting clearly showing how much was taken, what was deducted, and why.
I am simply asking for an accounting of my own money: How much was received? How much was deducted? What was each deduction for, and what was the basis for it? I expect this information to be provided to me in writing. If the necessary documentation and accounting are not provided, I will pursue my rights through the appropriate legal channels.
I did not come to 21 West End Avenue looking for problems. I came with great hope, believing that my son and I were moving into a beautiful new home. Despite everything, I did not give up immediately. We tried twice to return and make the apartment work, and twice we ended up back in a hotel.
The saddest part is that the building itself really is beautiful. To have such poor communication, lack of care, and such a disappointing management experience in a building this beautiful, well-located, and high-end is truly shocking and unfortunate.
My disappointment is not with the building itself. It is with the enormous difference between the quality of the building read more
