(Sent to the complex AND the Apartment Complex)
This letter is to complain about the disservice we continually receive from the office staff at The
We first visited on or around June 7, 2012 to find out how to deal with a problem weve had with owing back rent. We gracefully asked Crossy (sp?) to request an approval for a plan we
outlined to get us back in shape with our rent (after receiving a 5-day termination notice) while still being able to pay other bills and not go hungry. After days of waiting and leaving messages for calls back with no response whatsoever, my husband finally went into the office where he was told that our request was denied. As a result, we had to borrow money from my husband's mother who, a few weeks earlier had to have two stents put in her heart. As a result of borrowing the money, we even overpaid by $5.95, we were set right with the rent. But this is only where the problems with the office began.
On or around July 1, 2012, a Two-Day Notice to Enter to inspect was left on our door for our 10 year old daughter to find. Needless to say, we were flabbergasted, having never, in all our years of renting, received such a notice. My husband and I tirelessly called the office and left several messages once the notice was received. None of those calls were responded to over the course of days. Again, after getting no response from anyone in the office I stopped in and was told that only
Rachel could handle my issue and no one else knew what my notice was. I asked why no one else knew what the situation was with the notice and I received no answer, only assurances that Rachel would get back with me later.
Finally, my husband stopped in on July 3, 2012, made contact with Rachel and allowed her to do her
inspection. Because of a cockroach infestation in the building, we were told we would need to have our apartment bug bombed. It was tentatively scheduled for July 5, 2012 leaving us only the one day, a holiday no less, to get the entire apartment ready. Needless to say, we were unable to do so, and my husband called and left a few messages for Rachel (as she requested) to let her know that we were unable to complete everything in that small amount of time, were unable to get the time off of work to be able to get the child and animals out, and would have to reschedule. However, as is the general way, no one received those messages and called the Pest Control company. They came to the door at 12:30 PM anyway (July 5, 2012) when only my 10 year old daughter was home. They left as they were unable to do anything without an adult present.
After the Pest Control Company left, both my husband and I tried, in vain, to reach anyone in the office to get our bug bombing re-scheduled. Again, unable to reach anyone, my husband stopped into the office on Monday, July 9, 2012 (can you see how both of us are almost out the door at our jobs because of all the leaving work to put out these fires?) only to be told that they would need to do the bug bombing on Wednesday July 11, 2012. Again, only one days notice. I quickly called in and was able to get Tuesday off (to do ALL the preparing in one day) and Wednesday off (to be able to get my child and our animals out when the pest control company arrived).
Tuesday morning (July 10th, 2012), a maintenance man came in to fix my daughters tub which had not been draining properly in quite some time. Because of this, there was dirt caked on the bottom of the tub which would have normally gone down the drain. The maintenance man noticed a cockroach on the back of our front door (they appeared to be coming in from outside) and asked if we had roaches. I confirmed that we did and that we had pest control coming the next day to take care of it.
As a result of that interaction, along with the maintenance man being rude and judgmental the entire time he was in our apartment regarding the state of the tub and the cockroach we saw a 10-day Notice regarding Health & Safety was left on our door around 4:30 PM July 10, 2012. After
having worked all day to get the apartment ready, I just wanted to sleep, however, I traipsed down to the office and spoke with Crossy (sp?) who advised that this was regarding the state of the apartment and not the pest problem. I advised that the Notice only mentioned the pest problem and reminded her about the bug bombing scheduled for tomorrow. Not only that, but I
demanded that they remove the charge from our books for the delivery of that letter. She agreed she would if upon inspection, the apartment was in shape (which it was when the maintenance man
stopped by anyway). I also noted that we felt harassed since all of these things have happened one after another since we had the problem with our rent. She dismissed this. I, lastly, advised of
our sticky work standing since we had to leave work in order to actually come in and visit the office to get anything accomplished since no one would answer the phone or return our messages in a timely manner. She dismissed this as well.
Wednesday, July 11, 2012, after being told that the Pest Control company was on-site every Wednesday at 9:00 AM, we made sure everything was prepared before that. I waited, while I could have been at work, until 3:00 PM when they finally arrived. My daughter and I packed up the animals and their food, took their cage outside, covered the TV and left to stay with a friend for the three hour timeframe. Technically, we waited until around 6:45 PM to return to the house. Upon entering, we discovered that Burns Pest Control had left a bottle of their poison on our kitchen counter, had knocked a picture frame off the wall causing it to shatter on the tile floor (picture enclosed), and realized that they had only bombed the kitchen. Seeing that cockroaches were on our front door and we noted that we had seen them on our back porch, only bombing the kitchen most likely did not take care of the entire problem.
Monday, July 16, 2012, a Two-Day Notice to Enter to inspect was left on our door. My husband asked me to call the office as he still could not get through to reach anyone nor get anyone to return his messages. I was delighted (temporarily) to hear that my phone call was actually answered. I was verbally told, although I noted that they have sent so much paperwork disregarding any verbal promises, that the Notice to Enter was issued in error as our Ten-Day Notice did not expire until Friday, July 20, 2012. I was assured (after again noting that their written communication and verbal communication have failed to match several times in the past) that the inspection would take place on Friday, July 20, 2012 (by Yolanda).
Upon sending my 10 year old daughter out to walk our dog on Tuesday, July 17, 2012 there was again a knock at the door. Having been near it, I opened it and was, AGAIN, delivered a Two-Day Notice to Enter to inspect which appeared to be the same Notice I had received the day before as it was still dated July 16, 2012. I called early the morning of July 18, 2012 and left a message stating that Burns Pest Control left a container of poison in our apartment, they broke a picture
frame, and that we were again delivered another Two-Day Notice early since our Ten-Day Notice did not expire until Friday, July 20, 2012. I received a call back on my office phone around 9:00 AM from Kylie who stated that they were scheduling the walk-through tomorrow. I noted that tomorrow was Thursday and our Ten-Day Notice did not expire until Friday. She stated she would have the apartment manager call me back to discuss it. As I write this, it is July 18, 2012 at 11:00 AM.
I have yet to receive a call back although Kylie promised she would have the apartment manager call me as soon as she was off the phone.
I expected a much higher level of service from your company, and I am quite disappointed. First, let it be known that once our lease expires we will NOT be renewing. I can also assure you that we will be sure not to rent from any other Greystar properties in the future. Second, I plan to file this letter with the BBB, Rip Off Report, and on any social networking I see fit in order to allow others to see the kind of recklessness Greystar allows its employees to engage in at the expense of peoples places to LIVE. I dont need to tell you how interested I think people will be in this knowledge considering the shaky economy as it is. Lastly, Im reviewing whether or not to contact the media as well. Might I please point out that people often remember their bad experiences much longer than their positive and it behooves your business to see that things are set right because of it.