I am writing to formally express my frustration with the ongoing issues I have encountered since…read moremoving into this building. The lack of communication between staff, combined with unfulfilled promises, has made operating my business here exceedingly difficult. Despite multiple attempts to reach out for assistance, I have been met with indifference, and on several occasions, I've felt that my concerns were treated as a nuisance. It seems that the priority is staff enjoyment of their holidays, rather than addressing the critical issues affecting tenants like myself. This disregard for the needs of business owners is disheartening and jeopardizes my business's reputation.
I have been in business for 14 years and maintain a 5-star rating. However, the ongoing problems with building access are putting that reputation at risk through no fault of my own. It is incredibly frustrating to feel that my concerns as a business owner are not being taken seriously.
Before signing my lease, I made it clear that I work nights, weekends, and holidays. Despite this, when I arrived at the building on January 1, 2025, prepared to serve my clients, I found that my key card still does not grant me access to my suite. This issue has been ongoing for two weeks, and despite repeated attempts to resolve it, I still cannot access the building or serve my clients.
What is particularly alarming is the complete lack of response from staff. I have reached out via text, email, and phone with no reply. I have not been provided with a clear after-hours procedure to address emergencies like this, leaving me with no recourse in urgent situations. The building's expansive app is also malfunctioning. I understand that the company is closed today, but someone should have been designated to be on-call for emergencies. If I am unable to service my clients today, they will not be able to work tomorrow due to the OSHA-compliant certifications I provide. OSHA standards do not allow them to work without these certifications. These certifications are critical for their careers, and failing to deliver them today could have serious consequences for their livelihoods.
While I have received several apologies from staff, apologies alone are insufficient without tangible action. A sincere apology is only demonstrated through a swift resolution of the issue at hand. Until the problem is fixed, further apologies feel disingenuous and unhelpful. I have been patient, but my patience has now run out. Each time I receive assistance, it is because I have had to take time out of my busy day, with year-end deadlines, to contact Expansive. I do not understand what they expect me to do in this situation.
If the door on this level is not functioning, simply unlocking it with a key would be a reasonable suggestion. Why is there a need to prop the door open with a chair? Unlocking it would allow tenants to access the building until the issue is resolved. I am sure some may be upset about my writing this review, but this is only because I have consistently asked for help without receiving adequate assistance. I typically handle such matters maturely and do not write reviews.
I am requesting immediate action to resolve the issue with my key card. I would also appreciate direct contact from the owner of Expansive to address these concerns, as it seems no one else cares.
Please be advised that I will update my Google review once this issue is resolved. Until then, I would advise potential tenants to reconsider renting from Expansive--especially those who require access to the building during non-traditional hours. I am not the only tenant experiencing this issue; another tenant I spoke with yesterday, who moved in just a week ago, is facing the same access problems. This issue is clearly systemic, and I believe it requires action from the third-party company responsible for maintaining the building's security system.
Attached is a photo of the communication from Dec 31, 2024, showing staff was informed about the key card issue. Instead of addressing the problem, they left to enjoy their New Year's Eve holiday. I never received a response.
