I think this might be the exception to the rule...
I've been living in NYC for 6 years and I've been in the same apartment since I moved in. Eric and his team took care of everything and have been super responsive every time I had an issue, concern, question. This is probably not normal at all. I'd get called back within minutes when I needed something, or they'd send the super right away (the super is also very attentive and friendly!). Even when I had issues that they had nothing to do with, they took good care of me!!
I am not sure this is even real. They are just too too nice!
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