Onyx183

I’m disappointed in how our apartment management handled a serious A/C outage on Saturday, June 28th. The lack of communication, failure to follow through, and overall response were incredibly frustrating. We submitted an urgent work order at 2:06 PM when our A/C went out and the temperature was rapidly rising. I called the office line multiple times, but the automated system didn’t allow me to reach emergency maintenance or the front office. I also emailed the office explaining that we had to leave due to the heat (it had reached 80°F) but that maintenance had permission to enter. Despite more calls, texts to CIM Group staff, and work order updates throughout the day, we didn’t get a response until 9:06 PM, when I finally got through by randomly clicking phone options. The tech arrived at 9:50 PM but couldn’t fix it and said he’d return the next morning. By then, our apartment had hit 89°F. It was too hot to sleep safely, so a friend helped us book a discounted hotel. We paid $88.30 out of pocket. The technician returned the next morning with the wrong part but did leave two portable A/C units for our bedrooms—which should’ve been provided the night before. On Monday, I had to go to the office in person to get an update. Later, I submitted a rent credit request for the hotel cost. After two unanswered emails, I visited the office again and was told the hotel stay was “our choice” and wouldn’t be reimbursed—even though staff confirmed that portable units should have been provided Saturday since the indoor temp was over 80°F. This isn’t the first time we’ve had to chase down basic service. We weren’t asking for extra—just reimbursement for what we reasonably spent during a health-impacting situation. It’s disappointing that the office wouldn’t do the right thing. Renters should be aware of how service issues are handled here.

After once receiving an eviction notice on the door instead of a phone call back about a maintenance issue, and getting the explanation that they're "too short staffed to answer every request," we are again having difficulty with an office team that is not resident-service oriented. We deal with it to keep the proximity we like, and neighborhood with everything we want.