As recently new moved-in-residents, my girlfriend and I have not had a great experience so far here at Luna Bella. We had put on auto payments through their resident portal in order to pay for our first full month in July. Now, I had double checked with Sofia, their leasing consultant, to check that our information and auto payments are set up properly on their portal. When going over this, she clearly did indicate that it was showing a 'wrong' price on her end and not what our total rent should be however, she ultimately said that everything looked good and the payment should go through fine. I shouldn't have listened because their portal charged us twice over for the rent and depleted both mine and my girlfriends account. When reaching out to the leasing office, originally they stated they can do nothing on their end and that we have to go through our banks to get our money back. Mind you, it is July 4th and it took 2 weeks for the banks to refund us our money. My girlfriend and I are young and cannot afford a mistake like this to happen to us. When consistently asking the leasing office and property manager Sheila if there was anything they could do, she said no and just gave me the contact number for their portal system company Entrata to call myself, which I did. Entrata does not provide resident support so I literally couldn't talk with anyone and honestly Sheila as the property manager should have reached out to them and corporate in the first place and not make me do it as this was not our mistake. Eventually, Sheila finally decided to make some efforts on her end and then went on to show us that apparently it was our fault that the payments went through twice as we signed up for auto payment twice through their portal. How does that even make any sense, what kind of system would allow you to do that? Even if so, I told her that I had a conversation with her leasing consultant Sofia about it weeks prior to this happening and she just told me that they cannot see everything from their end and it was not their fault and took no accountability for their negligence. It is an absolutely unacceptable response to this situation. Overall this situation was handled very poorly. Sheila and the leasing office here did not appear to have any sort of professional urgency or efficiency in handling this situation until we became very stern with them about it and expressed how problematic this was for us. No compensation or credit was offered to us either, for this mistake and poorly handled situation.
Let me say that the complex is very pretty and open. Our actual apartment is very nice, however it could have been cleaner when we moved in, my girlfriend and I had to do a lot of cleaning and repairing of little things when we moved in. The parking is a free permit system for residents, however it is often very difficult to find spots here and they charge a good amount of money for your own garage. There is also side street parking around the complex however it is not ideal parking out there in my opinion as there are no speed bumps or security around and people drive very fast on these roads.
Luna Bella has a lot to improve on in terms of management especially when it comes to urgent situations that need a high level of communication and action among themselves, corporate, and the residents which they do not have right now. I hope the rest of our time here goes smoothly and they INTEND to improve our experience. read more