I've tried to be understanding throughout this situation, but at this point I feel like my concerns are being minimized rather than addressed.
I've lived here for years and have always maintained the required MSI renter's insurance. When management changed systems and insurance verification providers, I received one email requesting proof of coverage. I responded directly to Kelly and provided my insurance information, including my MSI policy that was set to auto-renew. Despite that, I was still charged an insurance fee on 5/27 without a phone call, follow-up, or any attempt to verify the information I had already provided.
When I brought this to management's attention, I immediately resubmitted proof of coverage, including documentation showing my MSI policy renewed and my current renter's insurance attached to my car insurance that is valid for another six months. The response I received was that communication would be better next time. Respectfully, the issue isn't communicationâit's that a charge was applied that should never have been applied in the first place.
What makes this more frustrating is that we've been patient, long-term tenants. We've dealt with a flooded unit, questionable repairs, maintenance issues that were never fully addressed, and an apartment that clearly wasn't properly turned over before we moved in. We were also automatically enrolled in credit reporting without any discussion or authorization. Time and again, the response has simply been "I'm sorry."
I work in commercial leasing, so I understand mistakes happen. However, when they do, ownership should be taken and the issue should be corrected. We've consistently paid our rent, respected the community, and been good tenants. That's why it's disappointing to hear that management "can't promise" a credit will be issued for a charge that should never have occurred.
At this point, it's no longer about the amount of moneyâit's about principle and feeling respected as residents. We pay nearly $2,000 per month for an outdated unit while continuing to overlook issues that would have prompted many tenants to leave long ago.
I'm hopeful this situation will be made right and that this feedback leads to meaningful improvements. However, based on our experience so far, I'm not particularly optimistic. Attached are just a few photos showing some of the conditions we moved into. I'm happy to provide the rest, and videos if needed. Please do better.
Torryn Youngquist
April 22, 2024
