I am a former resident of Marquis Seven Meadows at 6800 Gaston Road, where I lived for eight years…read more I am sharing my experience because, despite numerous attempts to resolve my concerns directly with the leasing office, I have been unable to receive consistent communication or a resolution regarding my move-out charges.
I had a very positive experience when the community was managed by Cortland. The staff was professional, responsive, and attentive. Unfortunately, my experience changed significantly after the transition to Marquis management.
During my time under Marquis, I experienced recurring pest concerns and repeated complaints about excessive noise from my upstairs neighbor that I did not feel were adequately addressed. However, my greatest concern has been the handling of my move-out.
Following my father's passing, I made the difficult decision to relocate closer to my mother after eight years at the community. Because I work Monday through Saturday from 9:30 a.m. to 7:00 p.m., visiting the office in person was difficult.
On May 10, I attempted to submit my notice by email, but it was returned as undeliverable. Toward the end of May, I finally spoke with a leasing associate by phone. I explained my circumstances and the undeliverable email. The associate provided the correct email address and instructed me to submit my notice there, which I did during the first week of June. I was not informed that my notice was considered late or that additional charges would apply.
After submitting my notice, I was informed that I would be charged additional fees for not providing the required 60-day notice. I immediately explained my previous attempts to provide notice, but received no response.
Over the following weeks, I made numerous calls, left voicemails, and sent emails trying to resolve the issue. Many calls went unanswered. When I eventually spoke with Ms. Paola, I explained the situation and asked whether consideration could be given based on my eight-year residency and documented attempts to provide notice. I was told that if I could provide the original email, the fees could be waived. Since my sent emails are automatically deleted after 30 days, I explained that I could provide the undeliverable notification instead. I sent it as requested, but again received no follow-up.
After weeks without resolution, I posted a Google review describing my experience. The following day, Ms. Paola contacted me and stated that she was willing to work with me and waive the additional charges if I removed the review, provided I had paid rent through my final day of occupancy--which I had already done. I explained that I would gladly remove the review once the matter was actually resolved.
I was told the waiver would be processed and that I would receive an update within a few days. A week passed without communication. After additional calls, I was told the documentation was insufficient and that the request still required approval, which had not been explained during our earlier conversation.
With help from a coworker, I recovered the original email from my deleted folder and forwarded it immediately. When I called the next day to confirm receipt, I was placed on hold for approximately 29 minutes. The emails were eventually found in the spam folder. After reviewing the email, I was told it appeared to be "fake," despite it coming directly from my account and containing the original correspondence. I was again told the matter would be submitted for approval and that I would receive follow-up.
Since then, despite additional calls, voicemails, and emails, I have received no meaningful update or resolution.
My concern is not simply about the charges. It is the repeated lack of communication, inconsistent information, delays, and difficulty I experienced while trying to resolve this matter in good faith. I made multiple documented attempts to provide notice and repeatedly tried to communicate with the leasing office.
After eight years as a resident, I had hoped my move-out experience would be handled with the same professionalism I experienced under the previous management. Unfortunately, that was not my experience.
I respectfully ask corporate management to review my emails, documentation, call records, and the timeline of events and reconsider the additional charges. I believe my documented attempts to provide notice, my eight-year residency, and the representations made to me deserve consideration.
I am simply asking for this matter to be fairly reviewed and resolved. I have sent emails without receiving responses and made calls that have gone unanswered, and I hope someone from corporate management will finally review the situation.
