My experience with this apartment complex was extremely unprofessional, stressful, and deeply mishandled from start to finish. What should have been an exciting move-in day turned into one of the most chaotic and upsetting situations I’ve ever dealt with. On the very day we were supposed to move in, I received a call informing me that the unit we had signed a lease for was actually occupied. Someone was already living in the apartment they promised us. This wasn’t a small oversight, it was a
...major failure in basic management and immediately destroyed our trust. We were assisted by Jeffrey, whose handling of the situation made everything worse. Instead of acknowledging the seriousness of their mistake or offering real solutions, he acted dismissive and unprofessional. His only “accommodation” was to show us a different unit. The moment I walked in, I was hit with a strong, toxic smell that resembled long-term smoking or something deeply embedded in the walls. When I mentioned it, Jeffrey insisted he didn’t smell anything, which felt dishonest and dismissive. No other options were offered. No urgency. No accountability. I even left for two hours to see if airing it out would help. When I returned, the smell was still overwhelming, now mixed with fresh paint fumes from last-minute touch-ups. At that point, I no longer trusted them with something as important as my home. When I requested a refund, things somehow became even more frustrating. Jeffrey told me he couldn’t help and that corporate had to handle it. Corporate was rude, unresponsive, and made us feel like we were the problem for not accepting the smelly unit, even though the entire situation was caused by their mistake. They never followed up, never confirmed anything, and showed no concern for the stress they caused. When I went back to the office for help, I was told again that they “couldn’t do anything.” Minutes after I left, I suddenly received a call saying they did have information about my refund. The inconsistency and dishonesty were exhausting and confusing. This experience left me scrambling to find another place to live on extremely short notice. I cried multiple times because of how stressful and hurtful the situation became. As someone who works in customer service, I understand mistakes, but this was beyond anything I’ve ever experienced. The lack of empathy, transparency, and professionalism was shocking.
Max of 2.