Luxury Apartments with Terrible Customer Service…read more
While this review may result in retaliation from the office staff, I feel I need to warn potential renters.
When I first moved in during the summer of 2024, the office staff was friendly, knowledgeable, hard-working, and responsive. If I had written a review two months ago, it would have been five stars for customer service. That is no longer the case. The wonderful office manager left to have her baby, and wow! do I miss her!!
Avoid this place if you don't like inaccurate information, incompetence, and falsehoods.
All I wanted to do was rent the clubhouse for my family Christmas gathering. Our father died a few months ago, we have sold our childhood home, and we needed a place to gather.
These are the issues I've run into in the last week:
A quote of $100 rent and $100 deposit was given verbally (the person who gave this quote later lied and said she told me she needed to confirm those prices). She and the other office worker were busy taking selfies by the Christmas tree, and neither bothered to walk to their computers to offer anything in writing (How I wish I had asked for that now!)
I called the next day to confirm the date and pay via credit card, and the person running the office said she didn't know how to run the credit card machine.
Two days later, the same person who gave the quote calls to get me to pay over the phone. She now says the rental fee is $350, with a $50 deposit. No apology!!!
When I protested, she admitted she quoted the numbers for a different property she works for. No apology!!
I asked for her supervisor's contact information... she sent just the email.
I called to ask for the phone number, and she claimed she didn't have the office number for her own supervisor.
After emailing the supervisor to request a conversation, I received a response that repeated the lie about the original quote needing to be verified. Why would I arrange a gathering with up to 30 family members AND offer to pay without a solid price???? Her lie doesn't even make sense.
I emailed the details to the supervisor, explaining my disappointment with faulty information, inability, a lack of apology, and a lie to avoid culpability. No response.
I still need a place for my family gathering. It took three phone calls and an email to get anyone to respond.
Now, suddenly, they will only take payment in the form of a cashier's check. This is four phone calls and four emails into the process, and this is the first time they say they won't accept a credit card payment.
I suspect they are concerned I might stop payment due to their incompetence in the process, but they pretend that is just the policy.
I stop by the office to get a written copy of the clubhouse rental policy, since it keeps changing. I am told first, she doesn't have the time to locate it, so I say I will wait. It takes all of three minutes to find...but now THEIR PRINTER ISN'T WORKING! . At this point, I actually laughed in her face.
The office worker who has consistently failed to give adequate customer service and has lied now asks if I still want to rent the space. She is quite possibly wishing I would just give up and go away. If she (or her supervisor) had told the truth from the beginning and apologized, and owned her mistake and asked if there was something that could be offered to compensate for the situation she created, I would not be writing this review. This is the worst example of customer service I have experienced at any complex I've ever lived in-- and I am an ex-military wife who has lived in nine different complexes over the years.
When they read this review, I suspect there will be a new requirement to use the space, that they will keep my deposit unjustly, or both. I will take photos, and I'm sure my family of healthcare workers and teachers won't do any damage. Wish me luck!