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Cortland at the Village

2085 Lake Park Drive

Smyrna, GA 30080



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Verified Resident 496430 2017 - 2018 Not Recommended
Reviewed 06/06/2018
The community is beautiful, the upgraded units and finishes are top of the line. The customer service and management team are some of the worst I’ve ever experienced. I suspect that who ever manages this community is overwhelmed by the number of units. Some processes and procedures in place to navigate this magnitude of apartments makes the customer service experience horrible. You MUST pay rent via electronic check, you MUST only correspond through emails (they rarely answer the phone), you WILL be tasked with investigating any accounting error on your own. Many more MUST’s and. It enough desire on my end to list them.
Cortland at the Village Manager06/10/2018

Dear Valued Resident, While I am glad that you find the community and upgrades we have made to be beautiful, I am sorry to hear that you have been disappointed with the team at the Village. We work very hard to deliver unparalleled customer service to our residents and go above and beyond whenever we can. Both the team onsite and our account settlement department in our corporate office would gladly look into any discrepancies you may see in charges to your account. Please reach out to me directly at [email protected] so I can begin this process. We offer 3 different methods of payment for rent and e-check is just one of them. We also allow residents to pay via card online, though this includes processing fees. The third option is through a service called PayLease. This allows you to still be able to pay via cash if you prefer that. I would be happy to go over all of these methods in greater detail if you have questions. Our team tries our best to answer phone calls as they are coming in, but are also working with other residents in the office or going on tours with prospects. Because of this, we may not be able to answer the phone immediately. However, we always make it a point to answer any voicemails we receive as soon as possible. Again, I apologize that you have experienced anything, but outstanding customer service in dealing with our team. I'd greatly appreciate the opportunity to turn your experience around if at all possible. Please stop by the office or schedule a time to speak with me in person by emailing me directly at [email protected] Sincerely, Erin M., Community Manager

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