ComplaintsforWestridge Lofts

• Initial Complaint

  08/19/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Rental office is not open the stated hours. The voicemail box is full, they don't answer calls. I was approved in the 9th to move in the 21st and I cannot get ahold of anyone to finalize my storage and other arrangements.At this point I may not have a storage, but i have no way of knowing.My parents actually live about two blocks away and they have stopped by seven or eight times in the last few business days. I have called more than 10 times in the last 2 weeks and made several trips to the leasing office beacause of apathy and incompetence.

  Business response

  08/19/2021

   

  Hello, 

  Due to training, during the weeks ending 8/14/2021 and 8/21/2021, the staff at Westridge Lofts was out of office in a mandatory corporate training. Also, the staff member was out of office unexpectedly on Monday, 8/16th. The following day the staff member left at 4pm (office closes at 5pm regularly) for a follow up to the Monday's incident.

  Signs were posted on 8/10th, 8/11th and 8/12th stating that staff would be out of office. And this week, signs were posted concerning closure, on the mornings of 8/18 and 8/19. For this reason the staff  is working diligently to get caught up on all requests and demands of Westridge Lofts.

  At this time, the Manager is the only staff member in the office, as they are meeting the needs of the property, residents, applicants and prospects. Thankfully, the response to staff and Westridge Lofts has been positive, consequently, the staff  is trying to keep up with the high demands of leasing apartment homes at Westridge Lofts. While we are diligently searching for great candidates to support staffing needs, our current staff member is working hard to fulfill the necessities at Westridge Lofts.

  We appreciate that our applicants and prospects are patient. 

  As for information needed, the request for storage,  a 4th floor storage unit is on the lease, being sent to docu-sign before the 21st; along with the necessary links, move in packets and information. If this information has not been received by 4pm today, please reach out to our corporate office. 

   

  Again, thank you for your patience.

  Quantum Residential, Inc

  Customer response

  08/20/2021

   
  Complaint: 15773720
  
  I am rejecting this response because:
  

  > Due to training, during the weeks ending 8/14/2021 and 8/21/2021, the staff at Westridge Lofts was out of office in a mandatory corporate training.
  
  Only 2 days were posted on a sign 10th and 11th
  
  > As for information needed, the request for storage,  a 4th floor storage unit is on the lease, being sent to docu-sign before the 21st; along with the necessary links, move in packets and information. If this information has not been received by 4pm today, please reach out to our corporate office. 

  The storage I went inside and then requested is not this storage. Staff member had promised me my unit and storage were secured... but they marked the wrong storage and will not allow me to have it.

  
  Sincerely,
  
  *****************************

  Business response

  08/23/2021

  Unfortunately, staff must occasionally leave thesite to attend training at other locations. Staff make the best effort to postsigns in all locations visible to residents and visitors. Typically, signs areposted in 2-3 locations at Westridge Lofts. For the week ending 8/14/2021, weapologize if you were inconvenienced at any time, however, signs that werepreviously posted are saved in the office. One of the dates listed as an inconveniencewas 8/10/2021, staff was in the office, with corporate staff and ownershipmeeting in the main common area during the afternoon. On the rare occasionswhen corporate staff meet on site, there are times when property staff may haveto walk the property. Again, sorry for any inconvenience.

  
  As for information on the lease, applicants aresent lease paperwork prior to the move in date to DocuSign, for review, for theapplicants convenience. This is a typical practice, that allows applicants theopportunity to read documents in a timely manner, and make any correctionsneeded before documents are finalized and payments are made. Along with thelease paperwork, necessary links for payments, move in packets and propertyinformation is sent to help future residents to set up needed utilities, like Wi-Fi,especially for our work from home residents.

  
  Specifically for the lease sent, the 4th floor storage unit was on the lease until the applicant, now resident, refusedthe 4th floor storage option and decided upon the 3rd floor storage unit option. Also, the information was sent prior to move in, asthe office is closed on Saturday, with move in occurring by appointment only. Ifthe future resident could not resolve paperwork concerns, before the officeclosure at the property, it was a possibility that it could have been resolved witha corporate staff member assisting with the Saturday appointment.

  
  At no time was a 1st floor storageunit promised to any prospect, applicant or resident that is not rentable ornot released. Storage was rented to the now resident. Again the 1st floorunit was shown to assist in transportation issues and waitlist addition forpossible rental of the storage unit.
  In the future, Westridge Lofts residents would have the abilityto rent the released storage units, if they are made available for rent.

  
  Quantum Residential

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