I have been renting a residence for a little over ten months now. During my time at this residence I have had plenty of misfortunes happen. We unfortunately got robbed on September 28th, 2012. This experience was devastating for my family and me. I am writing this letter in hopes that my experience with this company will change. I have made repeated attempts at trying to resolve issues and many of them go ignored. I deal with the corporate office in Victorville, CA. It is unreasonably difficult trying to reach someone in the office, field, or from the maintenance department.
I leave continual messages and they go unanswered. I neither get a response, nor a follow up phone call. When I do get in touch with one of the office representatives I get greeted with discourteous, patronizing, unfriendly tones and sighs on the phone. The customer service at this establishment is atrocious. The representatives that I have encountered are Espy, Jenna, Katie, and Dorothy. All of these ladies I have talked to in person and through the phone. Espy has a very rude demeanor. She rolls her eyes and cuts me off before I can finish my conversation.
Jenna, in attempt to help us after the robbery took place, promised things that did not follow through. After the robbery happened I did not want to leave my house unattended, and I was very untrusting. So in an attempt to make my nerves calm down, I asked the representatives what my options were as far as security systems or relocations would pan out. They offered me the choice of either, and no cost on my behalf. The offer of installing the security system seemed to be the best alternative, since we had just moved in three months prior and had just settled in. Jenna promised that the installation fees would be taken care of, and that we did not have to worry.
So, I went along and paid for the alarm system to be put in and now the agreement is unacceptable. Fees upon fees have been assessed to the amount that was paid for, $700, and it has become difficult to try and catch up. Katie, the manager, is never in the office and is always in the field. I was given her direct line, left numerous messages, and my calls go unreturned. Dorothy I have encountered a few times now and each time I have got cut off, and when she talks, she talks over me with her condescending rebuttals. I have not come in contact with any one employee that takes responsibility for the actions that have occurred.
Beside the robbery, and having to wait four days to get a sheet of glass put in my window, I have had to deal with kitchen plumbing, mold in the kitchen cabinets, bathroom plumbing, and electrical issues. Each incidence has taken over two days to resolve. I cannot rely on the staff contacting me to ensure they are handling the problem. I have to drive to the office to see these ladies in person to have the issues taken care of. The most recent of these situations was a plumbing issue. On Sunday April 14, 2013, both bathroom toilets were bubbling if flushed or if the shower was turned on. I called on Monday morning to have maintenance dispatched and received no answer back.
Monday night the toilets started to overfill and the water would not recess. On Tuesday morning after I showered, the water began to stay in the tub and not retreat down the drain. The toilets then began to overfill once again. I called repeatedly and left nine messages. I did not receive even one phone call back!!! I proceeded to then drive to the office to get this issue resolved. As I was there in the office, Dorothy went in the back for five minutes, (to call Roto-Rooter) and came back with a snide reply of We already called Roto-Rooter, I just called to find out what time they were going to be there.
They said they will be there at 1 and its a little past 12 now so you should get over there to meet them. I called many times and did not get any calls returned, so I asked Dorothy why I couldnt have just got a simple phone call back explaining the situation and what the plan was to fix the problem. She said she didnt know, she just works in the front. The time was 1:15 pm and the Roto-Rooter worker was not at the residence yet. I called the Roto-Rooter office and they told me that they were trying to get there as soon as possible, but they had just barely been informed of the problem at 12 noon (the same time that Dorothy supposedly confirmed the time of arrival).
If it wasnt for me physically going to the office this situation would not have been resolved. The reason for going through a property management company is to make renting or buying easier. My entire experience with this company has been nothing but snags, hassles, complications and nuisances. I would enjoy nothing more than to stay in this house and eventually purchase it, but unfortunately I dont feel that this is the option for me or my family.