Hillside Gardens Apartments

*** *** did call our office on the 24th his girlfriend took the phone from *** and started swearing at my Leasing Agent ***She continued to yell and scream*** put them on hold and asked me to take the callI spoke to *** and told him that we would send Maintenance right
away and I wasn't sure why the drain backed up again that maybe the clog wasn't totally clearedAs we were speaking ***'s girlfriend was yelling and screaming and swearing in the back groundI am a professional I do not swear at my residents and will be sworn at so I did hang up on ***.About minutes later *** and his girlfriend came into the office and were very angryI asked them calm down and speak to us but it exploded almost right awayMy assistant manager asked them to get out because of the yelling at that point *** ran from the front door to her desk yelling and pointing his finger at her in a threatening wayAt this point all of us were yelling at them to leave the office they refusedI picked up the phone and called the SDPD*** and his girlfriend left but on the way out of the door his girlfriend threatened my asst manager saying she was going to get her and she had watch out.I have no idea what drug issue he talking aboutI have a customer service person in place to help with maintenance issues to make sure the work was done and my residents are happy with the resultsPlumbing can be a tough problem we don't always get the clog the first time and have to return but we return and we do the best we can to make sure everything is running smoothly.The police went to ***'s apartment and spoke with him*** called me and told me he was sorry but he wasn't feeling good and needed to get a shower and go to work and was frustratedI accepted his apology and thought everything was solvedThe clog was taken care that day.If there is anything else I can do to make sure *** is satisfied he can just call me and I will gladly help.Thank you*** ***
Lantana Hills Community Manager

BACKGROUND:  Hillside Gardens was managed by a different management company when the family named in the complaint began their residency, prior to what some would call a "hostile take over" by my management company in mid November 2014.  Typically, during a take over at a large property...

such as Hillside, the old management company provides the new management company with all the pertinent information in order to smoothly transition over.  This was not the case here and it is directly linked to why I was unable to respond to the person named in this complaint directly.  Additionally, due to the mismanagement, my company inherited not only incomplete resident files, but it took almost 8 months to uncover and repair all the mistakes of the previous management company. THE FACTS:·         The first voicemail, the person name in the complaint left, was unclear due to her phone was breaking up and I could not understand most of the message.·         The 2nd voicemail/email sent to my corporate office, the person name in the complaint left, didn’t include her her previous address.  When I tried to look her up by her last name the results were "no one found by that name."·         The first appointment that was rescheduled due to my illness was unforeseeable and necessary.·         The second appointment that was scheduled, resulted with me contacting the person named in the complaint directly, a few hours prior to her original appointment to let her know I was being pulled away during her  appointment time, due to my ownership requests and could we discuss and resolve her concerns over the phone now.  The person named in the complaint was very reluctant to speak with me over the phone and insisted that I meet with her face-to-face.  I tried to reschedule, but the person named in the complaint said she would be contacting her attorney.  At that time I respected her wishes and try to end the call.  The person named in the complaint handed the phone to her "husband" and we were able to reach the following solution;                1.  I emailed the husband a ledger of his account                2.  Once he received the ledger, I called him back and together we reviewed each line item.                3.  The original reason for disputing the refund was that the person named in the complaint thought that their security deposit should of                totaled $900, which is correct, however, the previous management never charged the $900 deposit and though the person named in the                complaint paid $900 is was absorbed into the following months rent which he agreed was correct.                ADDITIONAL ACCOMMODATIONS:·         During this conversation and the line-by-line explanation of their 12 month payment history, it was discovered that a payment reflecting in October 2014 (a year prior to my management) the resident stated he made a larger payment than what was reflecting.  I requested the money order stubs to prove the larger payment.  The resident stated he would look for the money order stubs, however, in the interim he could provide his bank statement that showed he withdrew the same dollar amount from his checking account to purchase the money orders.  I accepted the statements and reviewed them with ownership who denied the request to credit his ledger, unless he could provide the actual proof of the payment stub.  An email from the person who filed the complaint was received, stating he could not locate the stub and he understood the decision.·         It was discovered at the time I completed the deposit accounting, that though the person named in the complaint had a pet and was paying the $30 pet rent each month, it was not charged by the previous management.  This fee was also listed on their signed lease agreement.  Typically, when corrections like these are discovered, an adjustment would have been made to recover the $360.  I did not make this adjustment. IN CLOSING:·         Had the previous management company entered the person named in this complaint and not just her husband, I would have been able to easily locate her and address her concerns right then and there.·         Additionally, had the security deposit that was paid by the family also been charged by the previous management, there wouldn’t of been a dispute to begin with.  However, the person named in the complaint benefited from their security deposit by paying that amount less in their following months rent.·         The correction of the $360 for pet rent was not corrected, resulting in a higher refund.·          I take full responsibility for rescheduling her appointment, which is why I personally contacted her when I was made aware that I would not be able to meet with her on the second appointment.  I apologized both in writing and verbally that the person named in the complaint felt I was rude, that was not my intention and the reason why I continued to push forward to resolve their questions, even when she stated she would be seeking out an attorney.  I followed up, in writing with both residents to ensure I answered all of their questions and they responded that they were satisfied, but still felt I was rude.·         With all the above information, I feel confident that I handled this complaint to the best of my abilities.               Sincerely, [redacted]Hillside Gardens Community Manager5802 University AvenueSan Diego, CA 92115[redacted]
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Where do I begin? Do I start with how crappy and over priced the apartments are? Do I start with how horrid the parking is? What about how impossible it is to get repairs done? The fact that most people that work at the front office has no clue what's going on most the time and refuse to return phone calls or schedule move out inspections? Nah. I'll skip all that to speak on another issue. This one takes the cake.
So earlier this month I go into Hillside Gardens to make my final payment and wash my hands entirely of this place. I have the check in hand, ready to make this payment when the woman behind the desk ([redacted]?) Tells me I actually don't owe any of the money, and adds that she'll look into money I already paid earlier this month. So a week and some days go by and I finally decide to just call them myself, because like always, they refuse to call or inform anyone of anything. Well I get put through to that same person that told me I don't owe. Well now I get told some different news. Now I'm told that not only the money I already paid wasn't owed back to me, but the money that I was told I didn't owe, the money she told me not to use to finally put all this to rest, I ACTUALLY STILL OWE. Once again, had I not called, I would've never known, but more than that, I got to wonder if my money is even going to where it need to go.
And with this amount of money I'm expected to pay, I expect someone to know whether or not if I actually need to use that money. Its the prime example of some of my issues with this place and the staff. Do yourself a favor and stay away from this place. I been there since 2014 and nothing has changed except the paint.