| rev:text
| - This is a "wordy" review documenting interactions between the tenant (myself and husband) and the collections contact person identifying herself as "the supervisor" as well as her VP of Operations of the aforementioned rental property management group.
My husband and I are currently entering the ninth month of a year long rental agreement. Several months ago, I became sick went feom being the primary source of income to unemployed- our rent payments began to be submitted in installments over the course of approximately two weeks following the rent due date. Attempts were made to contact the management department to explain the situation and keep the rental management company informed of our payment status, with no reply to text or voicemail. This last month has been exceptionally difficult to pay and I received both a "rental jeopardy notice" and a "5 day notice" via email. One third of the payment was submitted earlier in the month and after receiving the 5 day email, my husband was able to secure the remaining balance for July via money order to both catch up with payments and show good faith and intent to maintain lease to the best of our ability. My husband had monthly orders totaling the remainder of July's balance. When he attempted to submit this payment to the contact in the management property office, she refused to accept the payment. The collections rep went on to explain to my husband that because it was August 1st, she/the company/landlord "did not have to take" this payment as it did not also include August rent in full. She went on to tell my husband that we would more then likely be evicted if the lump payment for part of July and all of August wasn't received within five days- this took place with our eight year old son present in the front reception area. I received a paniced call from my husband after he left the property management company and immediately attempted to call both contact numbers I had, leaving a detailed voicemail and submitted an email to collections rep requesting documentation detailing the property management refusal to accept payment ASAP. I received a brief reply the following afternoon that simply demanded immediate payment of partial July +August. I went down to the property management company on my lunch hour yesterday to try and get clarification as to why they refused payment when the company is threatening eviction. The collections rep came out to the front lobby and stated that "the 5 day notice" was my documentation" and she/they "[didn't] have to put anything in writing". I asked for her supervisor and she stated "I am the supervisor". I reiterated the need to escalate matters and the VP of Operations came out to the reception area too. I asked if he was familiar with our situation and he stated "I assume" ... When I questioned his "assumptions" without knowing my unique situation, the VP stated "I've been doing this a long time". He also stated that the "landlord is our client", seeming to insinuate that I was not and my concerns were irrevelant. I expressed my frustration with this entire situation, specifically, the lack of empathy coupled with consistently patronizing comments from both of these employees. I let the VP know that the collections rep had been unprofessional on an ongoing basis, making statements such as: " I think you've had some unfortunate circumstances that you haven't come to terms with" and in regards to her irreverence for my son while threatening imminent eviction (my son in tears when I came home from work because he thought we were going to be homeless). When confronted with this unprofessional and insensitive delivery, the collections rep said "well then your husband shouldn't have brought your son with him" and "I'm sorry you feel that way" in reply to my criticism over her delivery
By stating that she was "sorry you feel that way", the collections rep insinuated that I was at fault for her lack of couth- I find this preposterous, as well as undiplomatic.
I suggested that future correspondence not include the collections rep, but with the VP of Operations instead- attempting to minimize further frustration and unpleasantries. His reply was "nope. ______ handles all of this".
These two employees were exceptionally unprofessional by any reasonable standard. They lacked empathy, accountability, and basic interpersonal skill and problem solving capabilities.
The full balance will be submitted prior to 8/11/17 which was indicated by both employees to be our "deadline" to avoid eviction.
I have never, in my almost 36 years, had such an unpleasant experience with a "professional" business.
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