I have had a terrible experience with the management and customer service at Q Variel. The building…read moreitself is beautiful, but the communication, professionalism, and overall customer service from multiple levels of management have been extremely disappointing.
From the very beginning, the leasing office had poor communication and our move in was delayed and had many complications because questions I had sent by email were not responded to. When our move in appointment consequently took longer than expected, the manager, Gohar, told us to wait in the lobby while she gave a tour. As paying tenants who were actively trying to move into our apartment, I found this completely unacceptable. We also had movers being paid by the hour waiting outside while we were sitting in the lobby waiting for management.
During this situation, I spoke with the leasing manager, April, over the phone, and her attitude and customer service were incredibly disappointing.
Once we finally got into our apartment, no inspection was completed with us. The manager went on break, and we never heard from her that day about completing the inspection.
To make matters worse, our apartment was NOT move in ready. It was visibly dirty and had clearly not been properly cleaned. There was hair throughout the apartment, including in the shower, spills and shoe prints on the kitchen island, and paint splatters all over the floors and the hardwood floors were very dented and scraped. After spending over $7,000 to move in, I don't think it's unreasonable to expect an apartment to actually be clean.
When I brought this to management's attention, I was told that I could use the complimentary cleaning service that comes with move in. This was incredibly frustrating. The apartment wasn't properly cleaned in the first place, and I was being asked to use my complimentary cleaning service to clean up the previous tenant's mess.
Approximately two weeks later, cleaning staff sent out, but they only cleaned the floors and addressed a few wall scuffs. The bathrooms were not properly cleaned or even addressed. I was also told that marks in the shower were considered normal wear and tear, yet I was personally able to remove them myself with nothing more than a paper towel and water. I should not have to clean a previous tenant's shower and that is disgusting.
The move in inspection itself was not completed by management until several weeks after we had already moved in.
I also had two conversations with the regional leasing manager, Allison, because I genuinely hoped someone at a higher level would take the situation seriously, help resolve the issues, and potentially offer some form of compensation given the experience. I was told I would hear back from her, but I never did. I have attempted to reach her for weeks without receiving a response.
Eventually, I received a response from manager Filipe, who told me that he and his assistant were my only points of contact. When I explained that I had specifically been told Allison would be contacting me, he simply repeated the same information. I attempted to call because I did not want to continue sending emails explaining the same situation over and over when management was already fully aware of what had happened. Filipe stated that he would only handle the matter through email. Why does it matter? The calls are recorded anyways? They never want to face the issue at hand and just want to email the same crap without helping.
On top of everything else, our AC has never worked properly and neither has our dryer. We have attempted to have these issues addressed multiple times and have ultimately reached the point where we've given up. I have talked to multiple other tenants who claim to have the same issue and said that they have also given up too with trying to resolve it so it is not just my unit. Maintenance has checked the temperature, essentially said that it works, and left, despite the fact that it does not function properly from our experience living here.
The concierge staff has also given me incorrect information on multiple occasions. They seem to be able to assist with basic things like opening the door and packages, but when it comes to questions about the property or resident services, I've repeatedly received inaccurate information.
The most frustrating part of this entire experience is that I am not asking for anything unreasonable, them not being willing to offer any form of compensation is terrible customer service. I simply want someone to actually take ownership of the problems, communicate with me, and make a genuine effort to resolve them. Instead, I have repeatedly felt like I am being passed around and given corporate, robotic responses rather than speaking with people who genuinely care about their residents.
I would not choose to live here again and would not recommend Q Variel to anyone who values responsive communication and good customer service.
