6/29/26
Difficult Move-in
I am writing to formally express my dissatisfaction with my move-in experience due to poor communication, delays, and unprofessional treatment from the leasing staff.
When I toured the property on June 9, I informed Simone that I needed to move in on Friday, June 12. At no point was I told that keys would not be available until 3:00 p.m. I only learned of this after signing my lease and making payment. When I explained to Madonna that a 3:00 p.m. move-in would prevent me from scheduling movers,... she initially suggested I rescind my application before later agreeing to provide my keys at 10:00 a.m.
Despite that agreement, I arrived at 10:00 a.m. and was told my keys were not ready. After speaking with Madonna, I was assured I could access my apartment while the keys were being prepared. However, when I returned with my movers, I encountered additional delays and was met with an argumentative attitude from Korena, who repeatedly questioned what I had already been told and required me to resubmit documents I had already provided before releasing my keys.
After moving in, Madonna interrupted my unpacking to have me return to the office, even though the earlier delays had already disrupted my move. Once inside my apartment, I immediately reported several issues, including three missing living room lights, a loose handrail, and an apartment that had not been properly cleaned, especially the garage. Instead of addressing these concerns, I was told I would be charged for the missing light bulbs. To date, the living room lights still have not been replaced.
Overall, my move-in experience was frustrating and far below the level of professionalism I expected. I hope these concerns will be addressed and that steps will be taken to improve the experience for future residents.
Review from Apartments.com
Property Manager at The Retreat at Steeplechase responded to this review
We apologize for the poor move-in experience you had, and we understand the frustration it caused. We will speak with our leasing staff to improve communication and ensure a smoother process for future move-ins. We will also address the issues with... your apartment and replace the missing light bulbs promptly. Thank you for bringing these concerns to our attention.