Business ProfileforAuburn Hill Apartments

I conducted a site visit recently and was initially impressed with the property. However, Auburn *****' customer service representatives have definitely made us think twice about finalizing our move with the complex. After the application was approved and a security deposit of $990 was required to be submitted within 24 hours of notice, we called the leasing office multiple times to get a hold of someone over the phone to discuss next steps and add an additional occupant. After initial phone contact, my co-occupant's application was in the process of being submitted yet the representatives were not answering our phone calls to get sufficient information within a timely manner to submit the information needed. We even requested to speak over the phone via email, but were told to communicate via email instead. The leasing office emails reflected a tone of apathy and were very captious. If a large sum of money is requested within 24 hours, then management needs to highly reconsider the (un)professionals they choose to run their leasing office. They lost our business because of poor customer service. "

Hello, Thank you for letting us know your experience. We gave you detailed instructions on to add an occupant and even sent you an email with the information that was required in order to go through an application process to add a roommate as a lease holder. As for information regarding calling us our email stated that you would need to leave a voicemail if we are unable to answer. We do get very busy during the summer and cannot answer all calls when we are helping others who called us ahead of you. We like to let people know this so they do not simply continuously call back and not reach us. In addition, failure to leave a message means that we are unable to give you a call back as we do not have caller ID and cannot return the call. We take pride in responding to all voice messages timely. In regards to your concern about the security deposit, all approved applicants has 24-hours to pay their deposit in order to secure their new home. We follow Fair Housing Laws and cannot change rules for anyone simply because it is demanded. We did however give you the option of cancelling your application at the moment and starting a new application to include your roommate, which would have made your security deposit no longer due. Lastly, you also received your approval letter that said after paying the security deposit you do have an additional time frame to change your mind on accepting that apartment and receiving a refund for your deposit. Unfortunately, none of the options we offered seemed to be what you were looking for. We are sad that you will not be making Auburn Hill Apartment your home, but wish you luck on all your future endeavors. Thank you! -Auburn Hill Management