I attempted to lease an apartment at this property and had a terrible customer service experience. 1) Leasing agent informed me that there would be a $50 fee if I chose to use my own washer/dryer to cover potential damages if the washer leaked, I asked her to verify that with her manager and call me the following day. I received no call from the leasing agent. I called 3 times and left 3 messages since no one picked up the office phone. I called again the next day and left 2 message, finally reached the leasing agent on the sixth call. She informed me that there was no fee. I asked her why she never called me back and she said she thinks she may have called my wife by mistake. I checked with my wife and she never received a call from Colonial. 2) I applied on the Colonial website to make the process go faster. About 2 hours later I went to the office to pay the app / admin fee and was surprised to hear that they didn't have my app. They said it never came in. So after a few minutes we filled out a new app by hand. 3) We asked the leasing agent a few questions about the apartment to make sure if was similar to the one we saw. She said she had no idea what was in the unit (carpets, flooring, ceiling fans, etc.). I was surprised to hear that she didn't know what was in the unit since it was their property. She told me that they don't have access to that information. After a few minutes of talking I explained that I could not put down a non-refundable deposit until she could provide the information on the apartment. She told me that she wasn't sure she would be able to provide that information. I told her that I would call her manager first thing in the morning to get to the bottom of the situation. 4) I contacted Jeana Bolen, the property manager of Colonial Village. We went through the whole story and she informed me that the unit that we were considering had been leased just 30 mins. after I walked out. She still couldn't find my application in the system and so didn't have the ability to give it to me since I had been working with the leasing agent since the beginning. She said that a few months back people we're leasing their 2-bedrooms without even seeing them and so I was fortunate to tour a demo unit. Overall) I will not be leasing an apartment with Colonial Village. After 3 visits and over 8 phone calls, I can only imagine how my experience as a resident would be. The staff are incompetent and the manager is could care less about the potential resident. I don't think they understand the potential lifetime value of me as a customer. If I leased a unit at this property for just 2 years it could be worth $16-20K, yet they treat prospects like they are a dime a dozen. Save yourself the frustration and checkout another apartment complex in the area. Caveat emptor!
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