vrp · 2019 - 2020
**I dont know why this is showing as 5 stars for everything, I gave 2 stars for staff (excluding maintenance who I love), and 4 for most other categories!** I have lived at the Highlands/Sofi for 2.5 years now and I'm sad to say that things have gone downhill here since new management has taken over. I moved to a bigger unit earlier this year, and each person I spoke to gave me different information and it was nearly impossible to get someone on the phone to actually help give me pricing and availability for an upgraded unit. Finally, we spoke with Iris and she told us something contradictory to what the other leasing staff had told us - and it turned out the application instructions she gave us weren't even correct so all the paperwork we filled out wasn't even needed. We ended up dealing with management directly to iron out the details, but Iris kept calling and emailing for weeks, asking us for a $1000 check - even though we already paid the security deposit! It was a mess trying to get a straight answer and the lease had the wrong price twice, we kept having to ask them to update it per our agreed upon price. Then, on our move in day, the leasing office apparently had no idea we were coming (the manager didn't tell them I guess) so they were scrambling! Our keys for the apartment and mailbox weren't ready, after about 20 minutes of waiting the finally gave us an apartment key and sent us on our way. We, however, did not receive any paperwork (most importantly an apartment condition form and instructions for setting up our alarm) that we were supposed to get because the staff was so unprepared. We were also told we would have use of the elevator for two days, but then 2 days before our move-in we found out that someone else had the elevator reserved so we couldn't use it at ALL that day! Our alternative was to somehow "share" the elevator with this other person, who was also moving in all of their stuff. And keep in mind this was in the middle of the pandemic so sharing a 4x6 elevator wasn't really an option. Then the new unit was in bad condition when we arrived: broken drawers, broken windows, broken shelving, incorrectly installed appliances, doors that don't shut, etc. The list of issues was astoundingly long. Some were resolved by maintenance, but only after I reached back out to management repeatedly to get someone to come fix the issues! Unfortunately some problems were just caused very shotty work when the unit was renovated, so we are living with crooked appliances and doors that don't close fully since they refused to fix them. Side note - Renee/ Jeffrey and the maintenance staff are actually quite great. Always prompt, friendly, and helpful! We have never had an issue that they didn't fix quickly (aside from the construction problems, which were caused by another vendor entirely) and they are always so nice when they stop by. Also, in COVID times, they are always wearing masks, gloves, and shoe covers and I appreciate the extra precautions taken to keep everyone safe. One of our favorite things about living here is the maintenance staff!! So let's circle back and discuss what happened once COVID hit. I've honestly been extremely disappointed with the conduct of office staff in handling this! Sofi sent residents a letter saying they would be taking some additional precautions, including always wearing a mask! But there were at least 3 times I needed to return mail for a former tenant to the office - and Iris answered the door every single time to speak to me and take the papers with NO MASK on. Even after I asked for her to wear one, she still wasn't. Further, now the gym is only open during the leasing staff's office hours (by appointment), which also happen to be the working hours of most tenants in this building! So the benefit of having a gym in the building is now lost since most of us are never able to use it. And, more than 3/4 of the machines are closed (including weights) anyway. Even though you have to make an appointment, so only one household can probably be in there anyway!! I understand there are precautions needed to keep us safe, but there seems to have been little regard for what would actually be most beneficial for the residents. Not to mention there must be a leak in the first floor hallway because the (carpeted) floor is often wet and the hallway always smells like sour, moldy grossness. Their solution is to plug a febreeze in the wall and call it a day! Lastly, there have been signs in the lobby for 4+ months touting renovations to all common areas including gym, leasing office, lobby, and outdoor space. No updates on timing - just "coming soon!" And apparently management has no idea when these will actually be happening, so it feels like a way to charge new tenants more by making them think they'll be getting a lot more than they actually will. This building is generally nice and the location is fantastic, but the new management has left a lot to be desired. They struggle with clear communication and I really miss the previous office staff. The Highlands employees were spectacular, but now they're all gone and the caliber of talent is not the same and it makes a real difference.
Sofi at Morristown Station Manager
Hello there, Thank you for taking the time to share your experience online. I would like to apologize for the unpreparedness of our team. Please know that your situation was an abnormal one. We make every attempt to elevate the experience; however, your honest review helps me understand where we missed the mark that day. I understand that the gym hours are not ideal. Unfortunately, there are strict guidelines that we must abide by due to COVID -19. Our goal is to keep the safety of residents and staff a top priority. I hope your experience starts to turn around and our team can show you how much we truly care. Again, thank you for taking the time to review Sofi Morristown! Thank You, Jennifer Davis Community Manager [email protected]