Business ProfileforRane Property Management LLC

To whom it may concern, I would like to make a formal complaint regarding ****** ****** **********, managed by Rane Property Management. I have been working from home, using a VPN, since October 2021, with no issues with the internet provided by the apartment complex. On 8/11/23 My husband and I noticed the Wi-Fi was much slower than it used to be. I could not efficiently complete my work at home, and no one could hear us when we used our cellphones on Wi-Fi. To note, we have not added any new computers, TVs, or gaming systems to our Wi-Fi. I emailed ****** ****** Apartments and requested information on how to increase my internet speed. Paperwork was completed, signed and sent back to Kayla G at ****** ****** apartments on 8/11. She stated it was received and sent to the internet provider. On 8/16 I reached out to ******, our internet provider, since I did not see a change in internet speed. They stated the form was never received so the request was never placed. I called ****** ****** four times in the morning since I was trying to complete my work from home. I did not hear from anyone until an email at 13:36 stating “I messaged them again to get an update, as soon as I get a response, I’ll let you know”. We never received an update. On 9/11 I called ****** again and spoke with Brian. He confirmed the speed change, and stated the issue with the slow Wi-Fi was due to more people on the server. He specifically recommended not to increase the speed anymore than we have as it would not resolve the issue. Because of this, I reached out to ****** ****** via email again. On 9/17 I received a response that my email from 9/11 was sent to the management team and someone will follow up early in the week. Again, no one from management followed up. On 9/21 Kayla G sent an email checking to see how our internet connection has been. She sent a picture with the number to ****** if we continue to have issues. I sent her a long response regarding my issues and never received a response back for resolution. On 10/4 I sent an email to ****** ****** stating I have not heard from anybody regarding my issue. I also called ****** and spoke with Brian again, he could not resolve the problem. From 8/2023-10/2023 this was my sixth call to the internet company. I even asked if someone could come on site to assess the problem and they declined, as they are based out of New York. At this point, Brian mentioned upgrading the speed, although he said not to do that during our phone conversation on 9/11. At this point I called April H********, regional property manager at Range Management. She was unavailable so I left her a voicemail. On 10/5 I received a call from Michael K******** support manager at ******. He said April requested that he call me to further assist. Although I called April requesting to speak to her, she never called me and asked Michael to call me instead. I discussed my concerns with him and told him I’ve been speaking with Brian. He stated Brian at ****** was newer and that is why he could not help me with my issues. Later this day Michael wrote an email, attaching ***** *********, ***** ********, ***** ******** stating, “In speaking with ***** she said that ****** ****** Office mentioned that she should upgrade. As far as I can see in the two other tickets that were opened for her that was not mentioned by us that an upgrade was needed. I’ll be reaching out to ***** this afternoon to see how the new setup is working”. At this time, I transitioned to a new job and was not working from home. On 11/6 I started working from home again. I never heard from Michael, who promised to follow up on the 10/5 email. While working from home, my internet had shown no resolution and was even worse. To efficiently work from home, I had to use my ethernet cord. I emailed everyone that was attached to the last email on 10/5. I received an email back later that morning saying my speed was updated to 40x40 temporarily. From 11/7/23/-11/10/23 I tracked my internet speed within an excel sheet. I tried my best to check the speed at three different times during the day (morning, afternoon, evening). On 11/10 I attached this excel information to ******. Apil, Karen, and Jacob. When I spoke with ****** on the phone they mentioned there was definitely a lag and they were going to look into the problem more. On 11/13 Robert W****** stated in an email “We are currently trying to sort out what would cause the issues with your vpn that you are seeing. We have others residing at ****** ****** that work from home, with VPNs and no issues”. This is a complete lie. I spoke with one resident in particular, who lives in the same building as me, who told me he upgraded his speed and noticed a drastic change starting in September. I think point ****** increased the wireless signal strength to its maximum setting. During this email, I asked for April H******** to call me. On 11/16 I requested April H******** to call me again On 11/28 I wrote back stating there has been no resolution and came to conclusion that I will just have to use my ethernet cord to complete my work efficiently and timely. On 12/1 my husband and I noticed the modem was blinking orange and I was working and using the ethernet cord. The internet was going extremely slow, even with my cord. The download speed was 8. My IT work said something was definitely wrong with my internet. I probably called ****** 10 times on 12/1. Was only able to reach one lady. She said she was going to look into the problem and call me back. She never did she I called and called again and spoke with Brian. He said the same thing, “I’ll look into the problem and provide you an update”, and they never did. At this point I called April H********, and left her a voicemail requesting to call me back. I am writing in complete frustration with this company. They have not only been unprofessional, but they have put my work on the line. This issue has not received a resolution, and it has been 4 months. I am dissatisfied that I have not been able to speak to anyone in management and I will never recommend their properties to any of our friends or family. To resolve my problem, I would appreciate a call from the property management and would like to break my lease with no repercussions. Thank you, ***** *******