We are having the same difficulty. We can't get simple answers like if the unit has a microwave, which is the master (we couldn't tour it fully before signing the lease), or even when we can schedule a time to pick up the keys. It's been one of the most frustrating property management experiences we've ever had. I fear for what's to come once we move in. Really, really unprofessional -- and I've asked the manager to phone back to help probably 10x. Not one return call. The person we are forced to work with is snobby, unprofessional and downright rude. Do not use this group if you can help it!