Poor Service Leasing Office
April 15, 2022 - Review from Apartments.com
My car was towed from the complex. I thought that my car was stolen and report it as such to the local police department. After giving the officer the address of my vehicle over the phone via the car’s tracking system, I’m later informed that my car was towed because of lack of display a parking decal to which I tell him my apartment complex doesn’t use parking decals. I wait for the office to open and ask if the apartment complex uses parking decals. The leasing agent states, “Yes, since ...
October” and then gives me a form to sign in order to issue me a parking decal. The reason this is shocking because I had renewed my lease in February and in all of the paperwork reviewed for the renewal, the agent never informed me that I needed a parking decal. I inform both agents that I was never informed to which they reply we sent out emails so I check my inbox and there’s nothing from the complex but payment confirmations. One agent asks, “You didn’t see the news on the online portal?” to which I reply I don’t have access and state that every month when either of you print my bill pay form. So I send in screenshots of the error messages to the leasing office and was told that I can talk to the manager when she comes in later that day. I call the office after noon to be informed that the manager isn’t coming in today and they are powerless to do anything so go back to the office in person. After asking repeatedly, I’m told that the manager is on maternity leave and the interim manager is at another complex so I ask for the name of the complex so I can speak to the manager. The agents never give me the name of the complex or phone number as requested and instead launch accusations that I should have been informed due to the email blast and online portal both of which I don’t have access to. After two hours in the office and much time taken from my workday they state that I will have to pay for the towing of my vehicle and speak with the manager tomorrow. In front of the leasing and maintenance staff, I point out that the agent that renewed my lease failed to do her job of informing me of everything that included and required to stay at the complex to which the agent herself stated that there is over 300 apartments at the complex so she can’t inform everyone. This level of customer service is inhumane so if you’re at a KPM property I encourage you to be diligent because their employees can’t inform or properly service everyone.
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Property Manager Responded
May 2, 2022
We strongly condemn any occurrence of disrespect, lack of courtesy, or unprofessionalism from our staff. As such, we encourage you to help us solve this problem by submitting a formal complaint at https://karyamanagement.com/contact. I will have our corporate staff take a look at this, so we can discuss this situation with the property team.
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