Review History for madrenter247

Universal Point


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madrenter247

Resident 2012

12/12/2012

To Whom It May Concern, (I reached out to management and the regional manager and have asked this matter be concluded but have gotten no help.) Hello I am a resident at the Universal Pointe Apartments at 7240 Lankershim Blvd, North Hollywood which is said to be a property owned by Anza management. I am totally disgusted and dissatisified with the way I've been treated by your staff and Regional manager at this point. Several times now, the service and treatment I've recieved have fallen to borderline discrimination and racism. Each have cost me time, money, and a lot of frustration. And each time no one seems to show any compassion and do the right thing. Upon moving in, I was greeted with friendly smiles and euthusiasm about filling the apartment vacany, but since I've moved in I've seen nothing but incompetence and unaccoutability. A total lack of compassion and disregard for courtesy. I am a very low maintence tenant that just expects to be able to hold people to be accountable to what they say they are going to do. I work and have a full time job as a manager of a busy service industry and commute about 35-45 mins each day. So I know a little about proper service, convenience, time, and courtesy. Incident 1 I moved in in August 10th where I was given a packet by Marisela, the leasing representative here, and in the packet contained preferred information regarding cable/Internet, Appliance rental, etc. with services that relationships have been built over time. There is aTime Warner cable rep, Michael Chavez, who is listed by name and his personal contact number. Upon setting up the Internet I was told by, Michael, that for some reason due to the fact that the former resident in my now apartment never cancelled or stopped their service that I would have to provide proof of occupancy simply by faxing over the last page of my lease agreement and a copy of my i.d. He even suggested I just have the leasing office do it since it's often done. I thought no problem. I contacted the leasing office, speaking with Marisela, and she assured me she will do that for me. "No problem, I can send that over for you." I set up a date with Michael and assumed everything was set. Well a week and a half goes by and on the only day I had off that week, I wait the for most of the day for the installers to show up. As the day is getting away, I call Michael, to confirm the time and after several minutes of being place on hold he tells me he does not have my paper work. How could this be? This was handled and set up over a week ago, and the only day I have to do this now there's a problem. Why wasn't I notified? I go down to the office to speak with Marisela, to explain to her what's going on and she then looks me in the eye and tells me, "Oh I forgot to send your paperwork. I've been busy." I've been busy? Wow! Is that what you train your staff to tell your tenants when you they need something? No apology, no let me fix this right away just a simple "I forgot, I was busy" as if I should have just said "No problem, don't worry about it." All I wanted to know really was, why couldn't I have been notified so I could have been on top of it myself. All I recieved were a bunch of stammering and dismissive answers. I still remember the look and lack of compassion I got from her and it makes me sick to my stomach. The look was empty. So the next day I was late for work because I had to handle all that was suppose to be handled on my day off and going down to Time Warner myself. When you and your staff does not care about people's time that is a problem. A nearly 2 week process for something that could've been easily handled. Incident 2 In October I had decided to get a refrigerator delivered, from the Applicance rental place that was in the move in packet. I called them and a time was set up. Unfortunately the only day they had available was I day I was working or I would have to wait another week. So I called the the leasing office and spoke to Reuben, the property manager, and he said he would let them in the apartment for me. Again, I am being told that something will happen, after I ask. He said just call the office 30 mins before when they are on their way and he will let them in. No problem I thought. Reuben is a nice guy, he seems like a man of his word, I can trust him. The very next day, October 26th, a Friday, the day of the delivery around 12:30pm, I recieve a call from the delivery guy, while I'm at work and he's wondering where I am. I tell him the office is suppose to let him in my apartment and he tells me that the office is closed for the day. I couldn't understand, I just spoke to Reuben yesterday about this and he assured he would be there. The delivery company drove from about an hour away and had other stops to make so I could not hold him up any longer so I had to leave work, during one of the worst times to drive in LA just to come back home and let him in. I was tired and very upset and also had to go back to work until later that night. Very disheartening the service. And again, I go to the office to speak to Reuben and ask about the lack of communication and courtesy and all I recieve are the same type responses I recieved from Marisela. It was then I lost complete faith in the management of this property. Incident 3 It's November and the nights are getting colder. I discover my heat does not work. And I mean at all. So on November 7th, Friday I go to the maintance guys directly and explain to them and they come up almost immediately to check it out. These guys are nice, good guys. One of them tells me my furnace unit needs a new part and should be ordered and here by Tues the 12th. So I wait it out. Unfortunately since I have about an hour commute I have to leave my apartment around the time the office opens and get home well after it closes. So Tuesday night comes and I go over to check the heat, it doesn't turn on, so I think ,"well maybe the guys need til Wednesday it's not so bad, just bundle up tonight, you go to work tomorrow and the heat will be fixed." Wednesday night comes and I get home, check the heat and still nothing. I figure "well you're off tomorrow, they'll just come when you're off and fix the heat." Thursday, the 14th, I'm off work at home and decided to go down to the leasing office to inquiry about the repair. When I walk in the office there I see Marisela sitting at her desk with a resident of staffer sitting across from her and Reuben standing at the corner of her desk with a letter in his hand. They all see me as I enter. Assuming maybe this was a potential resident I wanted to wait to be acknowledged by at least Reuben, who was not doing anyting, before I spoke. Well about a full minute goes by and no one has every acknowledged my presence. I mean it was 100% awkward. So after about another few seconds I simply say, "Excuse me." And then I receive an "Oh hi, hello, what can we do for you?" as if I wasn't standing there for almost 2 mins. It was very rude and belittling. I asked Reuben about the furnace and why hasn't it been repaired. He tells me the part has been ordered but it's on back order, should be sometime next week. That got me very upset. Why didn't I recieve a phone call or message to let me know this? Why did I have to wait several days then ONLY on my day off go down to the office to find out this information? These are the same questions I asked and once again the answers I get are one of basically making excuses. These are suppose to be professional at their jobs but instead it seems they are just showing up to work and that's it. It was then I asked for the information of the regional manager, John. I had had enough at this level and wanted to speak to someone about things because this is not the way I intend on spending the next 9 months of the 12 months I agreed to. Staff is terrible and incompetent. Incident 4 After speaking with John, who said he would look into it just before Thanksgiving I didn't hear anything back. So without hearing any conclusion or resolve, I've called to speak with John several times and have left several messages and I haven't recieve 1 call back. He is aware of the messages, even communicated through his secretary or receptionist that he will call me back yet I have not recieved 1 in 2 weeks. By the way...my heat/furnance wasn't fixed until Sunday December 2. This ridicious and I expect better treatment from an organization whose Mission statement says "Anza Management Company is committed to providing the highest quality most professional, considerate and timely management service possible to our residents and the owners of residential income properties. We at Anza pride ourselves in creating an atmosphere of excellence, personal involvement, and team spirit, while constantly striving to improve our responsiveness to all we serve...". These are your words. Nothing I described above represents that mission statement that I am sure the founder(s) of Anza truly intended to be the backbone of this company. What I don't understand more than anything is the lack of courtesy. Phone calls, notes being left, anyting that says "we care about you" would have been fine in all of the "incidents" I've mentioned above. But instead it's been one big total disregard from everyone. If you are not in the people business then what business are you in. I expected more out of Anza's upper management but it seems to be a reflection of the culture in the company as a whole. So I'm not even hopeful that this email will recieve the proper attention. And I will still go forward, on my day off, and post this letter to any site necessary because I wouldn't want anyone else to endure this type of treatment. This philosophy of money over service will not get you more money. Better service does that. Ps. To add more insult, on 11/23/2012, while waiting for my heat to be fixed and hearing nothing in the meantime, I get a note of my door, because I've paid $775.00 as my rent thinking that's what it was instead of $778.61 ($775 3.61 surcharge) that I have $7.22 past due and owe $785.83. Not saying this isn't true in any case, just that it's obvious this residence has no class and lacks courtesy and compassion. Money over service.

    Review 13 out of 37

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