**1 star**
I really did not want to resort to leaving a public review, but after nearly three weeks without a substantive response regarding a formal dispute over thousands of dollars in move-out charges, I'm not sure what other avenue we're expected to use to get someone to address this.
Our issues began during a change in property management. We had already communicated that we would be moving out at the end of the month, but that information apparently was not properly carried over or communicated during the management transition. As a result, we were subsequently charged rent for an additional month that we did not occupy the home and had not agreed to extend our tenancy through. That rent charge is now part of the balance we are formally disputing.
In addition to the rent charge, we were assessed thousands of dollars in move-out charges, several of which we believe are inaccurate or relate to pre-existing conditions, normal wear, or previously documented maintenance issues. We submitted a detailed written dispute along with extensive supporting photos and documentation and have repeatedly attempted to follow up.
Unfortunately, trying to get assistance through customer service has only added to the frustration.
During one of my calls, customer service representative Roselle Aton told me I would receive a direct calendar link so I could schedule a call with my property manager and finally discuss the dispute. Instead, I was sent a calendar link for a completely different property manager who was not responsible for our property. On a subsequent call, another customer service representative, Kirby, confirmed that the calendar link I had been provided was for the wrong property manager.
I was also told by Roselle that I would receive a customer service survey following our call, which I did not receive.
These experiences make it extremely difficult to have confidence in the information being provided by customer service. When you're already trying to resolve a serious billing dispute, being given incorrect contact information and having to make additional calls just to determine that the information you were provided was wrong is incredibly frustrating.
At this point, the most concerning part is the lack of accountability and communication. When a former tenant is disputing a balance of this size and has taken the time to provide extensive documentation supporting that dispute, going nearly three weeks without a substantive response from the property manager responsible for reviewing it is unacceptable.
We have genuinely tried to resolve this privately and professionally. We submitted the dispute, provided supporting evidence, followed up repeatedly, contacted customer service, and even attempted to schedule a call directly with our property manager. Instead of receiving a resolution, we have dealt with weeks of silence and incorrect information from customer service.
I would be happy to update this review if management responds, properly reviews the documentation we submitted, corrects any charges that were assessed in error, and works with us toward a resolution.
Until then, our experience with the management transition, move-out process, disputed charges, customer service, and lack of communication has been extremely disappointing. I would strongly encourage anyone considering renting a property managed by this company to document absolutely everything and keep copies of every communication. read more