Edited: Length and Clarity
I work in property management on and off and recently moved into a property managed by CORUM RE in Denver. We've had ongoing communication and follow-through issues since the application process, and I'm trying to figure out whether this is typical for them or the industry outside of the groups I work with.
We applied a week before move-in and repeatedly had to call for updates. Eventually, our calls and emails went unanswered until we made multiple calls during the final hour of the workday before our move. We didn't find out we were approved until the night before move-in.
Since moving in four weeks ago, we've experienced several issues:
- Parking: I was assigned a compact space that my SUV wouldn't fit in. The replacement was surrounded by columns, making it difficult to get in and out. Resolving this took several days of tracking down staff.
- Move-in issues: We weren't given mailbox keys or set up to receive package notifications on move-in day. The keys took a week to be given to us, with no explanation.
- Cleaning and maintenance: Despite being told the apartment had been cleaned, there was significant black dust on fixtures and ceilings, food stuck in the stovetop, and old mounting hardware left in the showers. We also found substantial water damage under the sink and eventually addressed it ourselves after submitting multiple service requests.
- Gym noise: The gym is directly below our unit, and dropped weights causes loud booms and shaking throughout our apartment, sometimes as late as 10 p.m. I understand apartment living comes with noise, but this feels excessive.
The biggest issue is communication. We repeatedly email the office and never receive responses or even confirmation that our messages have been received, despite them showing as delivered. Staff are often unavailable when we visit in person, and whenever they see us approaching the office, they leave. A maintenance worker will come out and tell us they've stepped away. Other times, we're redirected to the other agent without anyone offering to help.
A new agent was assigned to assist us, but after requesting our package portal login, we were still waiting five days later. He also referred to me as “the one who complained about the gym weights.” I had simply explained that I understood they might not be able to do much, but that even a sign asking residents not to slam weights would be appreciated. The senior community manager said she would send an email, but the interaction felt awkward and uncomfortable... and no email was ever sent.
We recently discovered significant damage to the side of the refrigerator that wasn't visible until we pulled it out. When my partner reported it, the agent told them to email the office, despite our repeated experience of receiving no responses.
At this point, we're struggling to understand whether the office is understaffed, disorganized, dismissive, or whether there's something else going on. We're respectful, introverted people who generally go with the flow, and we've never experienced these issues at previous properties. I'm concerned that we've somehow been labeled as problem tenants simply for trying to resolve basic issues.
For context, I have about five years of experience working in property management. I've always tried to treat residents the way I'd want to be treated, which makes this experience especially frustrating. The residents here are lovely, and one of the maintenance technicians has been great, so this isn't meant to criticize everyone at the property.
The senior community manager and one leasing agent cover this property and its sister property next door. Interestingly, reviews of the sister property describe similar communication and follow through problems, although I typically take online reviews with a grain of salt.
Thanks for reading. I'm genuinely unsure how to approach the situation.
TLDR: Moved into new apartment complex. After applying (and a relatively good tour), we had communication issued right off the bat. OP conflicted on whether or not it is culture issue or the office is discriminatory/judgmental about OP and partner. TY for reading if you even got this far!