Dear Laramar Executive Office Management,

For almost two years now, my family and I have resided at your Stoneleigh at Valley Ranch property in Irving, Texas. As an employee of a company in the service industry, I feel compelled to write this letter as we have noticed deterioration in not just the facility, grounds and security, but also the indifference, lack of professionalism and resolution skills with some of the front office personnel.

At the beginning of our lease, we were quite pleased with Stoneleigh, and the Staff of Christi and the others. From the signing of the lease, frequent pleasantries and the monthly Saturday breakfasts and seasonal afternoon get-togethers, it was a nice, quiet and friendly community. To be sure, all was not perfect; whether it was the more often than not-working security gates at the front and sides, the leaking hot tub (still) or 1 of the 2 poolside grills that is still inoperative. Yes, these same problems still exist today; however, the Staff was always helpful and although there were some attempts at repairing the gates, they still prove to be ineffective today.

When larger companies purchase others, there are anxious moments for both employees and customers. With the changes of a buyout and new management coming in, the parent company will often provide the necessary support to make an immediate and positive impact to move the dial toward even better service. Unfortunately, we have not seen this to be the case here. I will not say all of the staff is insufficiently trained to deal with the residents/customers, but it appears some need better training or problem-solving skills for all residents, not just selectively. I am certain the leaders at Laramar paid a premium price to include Stoneleigh in their portfolio of properties, expecting a positive return on investment. Unless the trends I am speaking of are reversed, your ROI is likely to suffer. Other concerns are:

Security Gates- Although the front gates appear to be working better, the two side entrances remain wide open 24 hours per day. A selling point in Apartment Guide, papers, etc is the Gated Community benefits. This is obviously a selling point and a product that cannot be delivered. It has been almost two years and with school out again for the summer, there can never too much security. This should be a top priority. We pay for this service in our rent and the product is not delivered.
Hot Tub- For the better part of the past year, we have heard the hot tub is being repaired for a leak and the heater will be fixed at the same time. Not sure about the leak being repaired but the hot tub is inappropriately named. It is lukewarm, at best.
Grills- Having one of the two poolside grills working is, unfortunately, a way of life here. Weekends are often filled with families waiting by the pool with a cooler until the ones in front finish. Of course, grilling on our own patios is not allowed, so we are at the mercy of this one working grill. To add to the grilling frustration, Memorial Day Weekend, we and other families planned on grilling by the pool. When one family attempted to light the one grill, it did not light. Others tried to assist but it was not until one of the residents stated the gas was supposedly turned off to the grill as they were going to be upgraded (still waiting). The first major holiday weekend of the summer, known for grilling with families and yet there were no postings or flyers advising the residents of the gas being cut off. Not only were all of us upset, but when we have food outside, ready to cook for our families, how are we expected to react to this debacle' By plunking down more money on bags of charcoal and lighter fluid so we can have the privilege of the free gas grills.
Residents- My family, as well as others, were subjected to background checks and references when we first applied for residence. Can you confirm this same practice exists today'
Pool Cleaning- Infrequent at best. Summer is here and usage will be beyond frequent. This needs to be repaired, as well.
Maintenance Staff- Actually, this is a bright spot. We have been pleased with the response time and friendliness of the Maintenance person on duty. He is cordial and really seems to care about the residents. Perhaps a good customer service teacher.

In my years as an employee and officer in the service sector, it is not uncommon to realize unique situations where a product is not delivered; as a supervisor, it is my responsibility to ensure the same mistakes are not repeated by my direct reports.

It takes a lot to get me to write such a lengthy letter, but the disappointment in the deteriorating facility and indifferent higher staff leaves me no other choice. I encourage you to read the comments on this property in Apartment Finder, etc. online. These are not just my observations; read what current and previous residents have written. We have choices; we chose Stoneleigh for many reasons, but it is not the same Stoneleigh from two years ago. When our lease is up in August, we will not be renewing.

Thank you.
A Concerned and Disappointed Resident.

User Responses
From: Anonymous	Date: 05/23/2008
Things you pointed were correct information,I felt samething during my living there, but be careful after you move out. You will get charged unexpected amount of money, then everything you have had benifits will disappear.
From: Anonymous	Date: 05/25/2008
Clearly the office staff is sufficient, but like you said when it comes to activities for the current residents they don't seem to have an interest. They want there money and that's about it. Promises, promises about the hot tub, cleaning the pool, and the barbecue grills is about all we get when it comes to any action. The manager knows about the charcoal in the 'GAS GRILL' but it doesn't seem to make a difference. I don't understand why that wouldn't be a MAJOR FIRE HAZARD!!!!, with the gas line under the grill. It has been mentioned that we were getting new grills since last October when they took over the complex, but here we are at our first major summer barbecue weekend and we have a very dirty pool and dirty, dirty old barbecues, huh? go figure.
From: Anonymous	Date: 06/10/2008
Excellent letter! Thank you for doing this. Have you received a reply? Probably not. My neighbors and I have contacted the office manager and staff numerous times with these same complaints and were given a big smile, promises, and of course no action has been taken. We are not paying ghetto rent prices, so why should we live in a community operated like one !

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