I worked with the company for 6 years. It used to be very customer focused. Our number 1 goal was to help ppl find a new home. At a time when ppl were losing their homes due to the economy we did whatever we could to help their transition into an apartment as comfortable as possible. I loved my job because I loved making my residents happy. A few years ago there was some major changes at corporate. It seemed at all the ppl that had been with the company were getting fired and all theses changes were happening. It turned from customet focused to money focused. No more waiving app fees or late fees. No exception!! My manager told us that every cent counts. She had me call a past resident from 2 years ago fort a $1 balance!!!! On top of that I couldn't except payment over the phone or online because it was such an old account it would not accept so I had to ask her to bring it in. On top of that we didn't accept cash either so I had to bring in a cashiers check! This was a resident who had lived with its for 7 years and who had written great reviews for us and then we put a bad taste in thier mouth over a $1!!!! Same manager had each of us employees make fake profiles on yelp in order to get great reviews so she would look good. We used to only chafe ppl for cleaning, paint and carpet shampoo. Only if resident really damaged something did we charged but that was rare. This manager made us charge for counter top replacements if there was little damage, Repaint ceilings , replace screens, replace blinds, tub reglaze, replace appliances. I'm pretty sure she just got promoted.
