I am a current tenant at Kelston Place Apartments, and while I truly like the apartment itself, my experience with management has been extremely frustrating.
The unit and property are nice, and I do feel safe living here. However, the leasing and move-in process involved repeated communication issues and mistakes that made the experience far more stressful than it should have been.
Before moving in, I was told multiple times that my application was approved and that my move-in date was
...confirmed. I packed all my belongings, rented a moving truck, and arrived on the scheduled day only to be told there was no move-in scheduled and the unit I had been promised was not ready. After showing call records confirming the conversations, management acknowledged the confusion and offered a different unit that same day, assuring me that the rent would remain the same.
Unfortunately, additional issues continued after that. My lease and welcome letter were sent with incorrect information, my rent was listed at a higher amount than what had been discussed, and it often took many calls or in-person visits just to receive updates or corrections. Promised rent credits for my first two months also were not reflected on my account initially, which resulted in late fees and notices that I had to repeatedly contact the office to resolve.
I also submitted documentation showing the originally discussed rent amount after being asked to do so, but I never received a follow-up update despite multiple attempts to check in.
Most recently, my vehicle was towed from the property over a missing registration sticker, even though I had previously contacted the office to explain that the sticker had fallen off and a replacement was already on the way. Because the office said there was "no record on their end" of my call, I was told I would need to pay $250 to retrieve my vehicle.
Again, I want to emphasize that the apartment itself is nice and I’m happy with the space. My frustration has been almost entirely related to communication and follow-through from management. I hope these issues improve so future residents have a smoother experience.
Property Manager Responded