My wife and I are current tenants. We selected Icon primarily because it is very close to my work and the rent is reasonable for the area (Princeton, which means it's egregiously expensive for what it is). They also accept dogs and have amenities and facilities for them. Our main home is out of state, but work is local often enough that it makes financial sense.
I could write a novel, but I'll just provide the TLDR summary. The management/ownership of this facility is completely disconnected from the reality of running the business in a positive manner that provides a great experience and a profit. The actions they take do not demonstrate even a modicum of business management common sense. They are there to make money, full stop, and their decisions and attitudes towards residents or "customers" do not conceal this even slightly. It's a beautiful facility that is not even half full with a lot of turnover.
Example: Some time ago we got a notice that the city has decided that valet trash is a fire hazard. So, notice goes out, no more valet trash. Now suppose you are an older person with limited mobility. Well, you better hope that your apartment is close to the 1 trash chute on the floor. Sorry, we can't move you to a different, vacant apartment that is more convenient. Then a week later they send out a notice that they will be by to collect their $7.99 Walmart brown plastic trash can. Having to struggle 500+ steps to take out trash is not something that all older people can do comfortably. We know we leased you this place with the understanding this service would be provided, but hey, put on some comfy shoes and a back brace. No, we're not lowering rent or giving you a one time relief payment. Oh also, you're gonna need to make a trip to buy your own trash can.
Example 2: They refurbish the cafe on floor 2 and do a big launch, send out flyers, coupons, etc. It's always empty, and it's really simple to understand why. A regular coffee will set you back between $4-5, and this is Juan Valdez/Famer Bros industrial bulk grade office coffee. Admittedly, I am a bit of a coffee snob, but if you are going to charge that for a 12 oz. coffee, shouldn't it be high quality? Same with their menu. A breakfast sandwich will set you back $11 (ish, don't recall exactly). I can get that at the cafe at work which is .7 miles away for $4. Since the food and drinks aren't especially good or high end and the prices are expensive, my conclusion is that they are either not very smart or they are intentionally charging high prices for low quality items because they are banking on the residents not wanting or being able to walk or drive 1 mile. If true, it's disgusting. And, surprise, everyone buys elsewhere.
Example 3: regarding the courtesy of the staff. The staff turns over. I get it. In their defense I am guessing the local Icon team has very little ability to be creative or manage the property. They are more likely implementing the corporate will of Greystar or Death Star or The Empire or whatever/whoever they are. Anyway, I bump into a lady in the 1st floor elevator room and we both have dogs on leashes. Her dog starts excitedly barking so she politely scoops it up and hustles out of the room. Unfortunately, she drops her apartment electronic key. So, I decide to wait there for 10 minutes, assuming she'll retrace her steps since she obviously can't get into her apartment. She doesn't return. So, I pick the keys up off the floor and hang them on a side doorknob in plain view so they are hard to miss. Just to cover the bases, I go out of my way and let the resident "activities coordinator" know about the situation. She gives me a disappointed look and makes me show her where I put the keys. I say "Well, I thought about bringing them to you but 90% chance she gets to her door and backtracks to here." She looks down her nose and says "Giving them to me would have been the right thing to do." Thanks for the lecture, kid. There's a lot more here, like your keys being automatically shut off and when you inquire why they tell you "oh we sent that out in the newsletter...you need to come by and reset them" Not helpful when it's 9 PM, you are returning from a trip, and there's nobody there for another 24 hours so time to get a hotel room, which is cheaper than the $150 mandatory after-hours/weekend fee they charge to send someone out to open your door for you.
It's a beautiful facility, with a great location, nice amenities, run by people who don't know what they are doing and/or don't care about creating a good living experience, and who are discouraged from taking real initiative by the corporate masters, who are just here for your money. read more