My First Apartment Search and Impression of Hawthorne at Crenshaw – Pasadena, TX.
April 23, 2024 - Review from Apartments.com
Initial Impression
My initial visit to Hawthorne at Crenshaw in Pasadena was very positive. The property, apartments, and surrounding area all exceeded my expectations.
Follow-up Communication Issues
However, my positive impression quickly soured due to communication difficulties. Despite expressing ongoing interest and multiple visits (at least five) to gather information and inquire about suitable units, I received no follow-up contact (text, call, or email) from the leasing ...
office.
Difficulties Reaching Staff & Missed Appointment
Reaching the leasing office by phone proved challenging as well. On several occasions, I had to physically return to the property for answers.
To add to the communication issues, I even emailed once and received a response of "Oh, you did? I didn't see that." Additionally, I showed up for a scheduled appointment and was met with confusion, as if I hadn't booked one.
This frustration continued when I recently applied online and couldn't decide on a unit. Despite scheduling a confirmed appointment for 12:30 pm, the manager prioritized a meeting upon my arrival.
Unprepared and Unhelpful Staff
Disappointingly, the manager offered no apology for the wait and claimed the leasing agent wouldn't be back for an hour. Despite my numerous visits (they recognized me), they had "nothing new to show" and were unsure if a specific unit I requested was available. They even seemed unsure about the layout of different units. This lack of knowledge and unwillingness to help left me feeling like an unwelcome burden.
Broken Promises: "Live It" Mantra Not Reflected
The entire experience contradicted Hawthorne at Crenshaw's advertised "Live It" mantra, which supposedly emphasizes exceeding expectations, creating unforgettable experiences, and fostering kindness. Unfortunately, none of those values were reflected in my interactions.
Lost Interest and Uncertainty
As a result of these repeated issues, my initial enthusiasm has completely vanished. The constant communication breakdowns and feeling unwelcome make me hesitant to move forward with my application.
This review highlights the significant gap between Hawthorne at Crenshaw's advertised image and the reality of their customer service.
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Property Manager Responded