Poorly handled incident
August 11, 2026 - Review from Apartments.com
I’m leaving this review based on my experience with Heights at Interlocken and Kairoi Residential and how a maintenance-entry incident was handled.
I understand that mistakes happen. My concern is how this situation was handled and the resolution that was offered.
My maintenance work order specifically stated “No Permission to Enter.” I also verbally instructed maintenance to wait until I arrived to provide access. Management was aware that my child was home alone.
The technician entered after ...
my child opened the door.
Management initially acknowledged in writing that, although my child may have allegedly allowed the technician inside, that did not negate the instructions on the work order. Management later stated that because they were a listed occupant, my child opening the door constituted permission.
After the incident, management added a “No Permission to Enter” designation to my apartment and key system and stated that future non-emergency access would be coordinated directly with me. They also designated a specific maintenance manager to handle service requests for my apartment whenever possible.
I requested a certain resolution so my family could remain in our home and the situation could be resolved without relocating. The request was reviewed by the Regional Manager and denied.
That leaves me with the choice of remaining in the apartment without the request I've made or voluntarily accepting a lease release and relocating my family.
What I find difficult to understand is why, after an incident involving maintenance entry instructions, the meaningful remedy offered was primarily an option to leave rather than a concession that would allow the resident to remain.
I appreciate that management has implemented additional safeguards for future entry. However, I remain disappointed with how the incident was handled and with the resolution offered especially afterwards when the incident ACTUALLY had to take place.
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