Business ProfileforThe Reserve at Venice

Our overall experience at The Reserve in Venice was one to remember, but not for the best of reasons. The apartments themselves, very well kept. I only wish that I could say the same about the customer experience. We had signed a lease, which had a definite end date. Prior to the end date, we had to put in a 60 day notice that we were vacating on our end date in order to get our deposit back. We forgot about the notice, resulting in not getting our deposit back. Understandable, that was our fault. We spoke to a woman in the office wondering if there was any way to waive that 60 day notice or get a partial deposit back, considering how expensive moves can be and it was still a month ahead of our move-out date. She stated that if someone were to move into the unit before our 60 day notice was up, we would get our deposit back. We had a piece of mail coming in after the day we were moving out, which we had mentioned to the office and they told us that they would hold it in the office once it came in. We called asking if it had come in, and we were told that someone was now occupying that unit and they were unable to check for us. We thought that was good news and may result in getting part of our deposit back so decided to go in at this point to check on our mail and avoid any confusion. In person, they were very rude and disregarded our question about mail and about our deposit without verifying our unit was not rented or not. In these times, any money back to us on our deposit would help us tremendously. We politely told the woman our situation, and she got up to go into another room and ask another person to check, closing the door on us, mid-conversation. It was very disappointing not being able to get anything resolved, simply because of the lack of communication between staff or apartment employees providing misinformation to keep us from inquiring about our deposit. Poor customer service from those who are in charge of taking care of their residents.