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| - I'm quite shocked at the recent reviews here stating that this company has changed for the better and I'm sitting here wishing this would be the case for us. I have been renting for a little over a year and just recently resigned (I had no choice due to special circumstances of my own) and dealing with New West has been an absolute nightmare. I cringe every time something goes wrong because I know that it will be difficult to get a response and a follow up from them. I've had a few issues during the course of the year where they've promised a call back before the end of the day or the following day, and it never happens. I have to chase them for whatever service I need. I just came back from an extended holiday to come home to find my top floor AC not working. I called them on Thursday morning to notify them and they said someone would call me before the end of the day to book an appointment to come check it out. 3:30pm came around and no one had yet called me... (it's 108 degrees outside so you can imagine how hot my house is and I have a child of 22 months whose bedroom is upstairs). My husband called them back and they offered to bring us a portable AC unit the following day. Unfortunately, my husband didn't get a message and they claimed they left a message stating that "the AC unit was not available"... After another follow up on Friday (that I had to do), I finally got a call from a vendor and they would be sending someone over the following day (Saturday). When the repair person arrived, they assessed that the compressor would need to be replaced and the part had to be ordered and they had no estimate of time at this point. Today (Monday), I call New West to express my frustration with this situation and the lack of caring and I got absolutely no empathy from Dolores. It's surprising cause she helped me out previously with an issue I had with my doorbell but now when it's actually critical, she seemed rather annoyed and unwilling to help. I asked to negotiate my rent for the month since I can't use my upstairs and quite frankly, as a tenant I am paying for an operational home (not a half operational home... so I should pay half the rent right?) and she suggested that I pay the full rent and then negotiate a refund... HA! Having a whole month to negotiate this, I asked to speak to someone so we can resolve the rent issue before next month's due. Anyway, I was also asked by someone there "Can't you just stay downstairs?" Solutions are readily found at New West. So far, everyone I have spoke to except Megan, has been rude, condescending and completely out of line and incredibly scatter brained. Just a little shout out to Megan, because I told her I would mention her good service, she has been the only one who has truly helped me with a smile and willingness to do so and followed up on everything she has said (calling me back, providing me with a call number etc) and she has been the only one that I have spoken to that has shown professionalism and kept to her word.
I had spoke to Ahtina as she called me to inquire about my lease renewal and mentioned that I was out of town so to please send it via email, and 10 days later, still nothing. I had to call back and remind her and she had absolutely no recollection of our conversation. Her response was "that's not what the notes on the file say"... Anyway, I finally got my lease via email and got my paperwork done.
I also want to mention that the AC unit for our downstairs broke this winter. Luckily it wasn't 100 plus degrees so it didn't matter how long it took to repair, but they charged us the $100 regardless... and the unit was under warranty. This is crime in my opinion and they want to charge us another $100 for this repair. I'm appalled at this and can only say that I will be sure to spread the word around LV to never rent a home from this company. New West, you need to make good with us. Take ownership of your mistakes and your crappy service and try redeeming yourself.
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