Terrible management, unsafe, but good maintenance
December 4, 2024 - Review from Apartments.com
This management staff from Kairoi has been at best a complete joke. Right before I renewed, Kairoi management took over and they have been nothing but money hungry thieves whose use the word "policy" as and end all be all to all their corrupt nature. First warning came when early on they had double charges on some trash pickup payments. Boy did the manager huff and puff when it was pointed out and had to be changed. Next they got smart and when they wanted to add a sneaky invalid extra charge, ...
such as charging a renters insurances charge even though they are already paying for it through a third party, they changed their insurance verification system without notice to the resident and when the verification system flagged all residents that had not used their system to verify the insurance the management team snuck the renters insurance charge after payment for the month had been posted hoping that I would be missed till next month so that can claim policy does not allow them to cancel the charge since it was caught during a separate month. Once I brought the charge up, I backed my claim by explaining how no residents were notified of this change in insurance verification system and their clause was they said "ooops too bad start looking at the community portal more often, policy does not allow to change this charge" as if they even posted any notification about this. Next, they got even more deceitful, when they told us the payment portal went down and then without prior notification the portal was back up but the payment system had already tacked on a late fee. Luckily, I caught this early but when I went to discuss this they mentioned how "oh this is your first late payment, we can remove it" as if they had not tried to screw us over by saying the payment system was down and conveniently just long enough to incur a late fee. Aside from the management at least twice or once a month several cop vehicles show up at the apart complex for a raid or some other criminal activity. They only bright side to this apartment complex has been the maintenance crew. All my request were fulfilled in a timely manner. One more thing, escalation of these issues with Kairoi does nothing. They will not call you back and they will not answer your email. If you do decide to live here, best if you have a lawyer buddy and some firm footing.
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Property Manager Responded
December 6, 2024
Hello Omar,
Thank you for taking the time to share your concerns. We take your feedback seriously, and I’d like to personally reach out to you to discuss everything you’ve mentioned in more detail. It seems there may have been some miscommunications that contributed to your frustrations, so I’d like to provide some clarifications.
Regarding renter’s insurance, it has always been a requirement of your lease. In cases of lapses in coverage, residents are automatically enrolled in a liability risk program. We did send out communication about the changes to this program via the resident portal, and we apologize if the next steps weren’t as clear as they should have been. Please note that you’ve always had the option to opt out of the program, provided that a current insurance policy meeting our requirements is kept on file.
As for the payment portal, it experienced a global outage that affected all communities using the Active Building platform, not just our community. We immediately ...
sent out notifications when we became aware of the issue and, as a result, we waived late fees for anyone who made payments online after the reactivation notice was issued. Additionally, there were multiple payment options available that did not require use of the portal, and residents are always able to pay in person at the office.
We also want to address your concerns regarding crime and law enforcement activity at the property. We take the safety of our residents very seriously and are committed to maintaining a safe living environment. We are continuously working with local authorities to ensure that any issues are addressed promptly. If you have specific concerns about safety, please don’t hesitate to reach out directly so we can work together to improve the overall safety of the community.
Once again, I apologize for any inconvenience you’ve experienced, and I look forward to speaking with you directly to resolve these concerns. We truly appreciate your feedback, and we're committed to making sure your experience improves going forward.
Best regards,
DeShan Allison
Community Director
Reserve at Walnut Creek
Max of 1.