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Top 10 Apartment Resident Customer Satisfaction Complaints

J Turner Research, a leading marketing research firm exclusively serving the multifamily industry, today announced a ranking of the top 10 apartment resident complaints, as revealed in an analysis of 10,000 customer satisfaction surveys completed over the past two years at communities nationwide. Results from the survey analysis were released last week at the National Apartment Association Education Conference and Exposition in San Diego.

According to the analysis, apartment residents are most likely to complain about rental rates more than any other issue. In fact, rent rates were more than twice as likely to be mentioned compared to concerns over pet waste, which perennially rank high in renter dissatisfaction. Additionally, rent prices were almost three times more likely to be highlighted by disgruntled residents than noise, which did not even crack the top 10:

            Top 10 Multifamily Apartment Resident Complaints:

1)    Rental rates

2)    Poor grounds / common area upkeep

3)    Disorganized staff / lack of communication with staff

4)    Quality of response to maintenance requests

5)    Overall customer service of management staff

6)    Quality of parking / parking availability

7)    Concerns over security / safety / lighting

8)    Lack of upgraded amenities

9)    Pets not on leash / poor pet waste removal

10) General lack of preventative maintenance

Renter complaints regarding rates could signify a broader softening in rent fundamentals, which have enjoyed a relatively steady rebound since the beginning of U.S. economic recovery from the Great Recession. Following rental rates, residents are also most likely to be concerned with on-site customer service from both management and maintenance staffs, an issue mentioned in three of the top five complaints.

“Apartment residents remain concerned with a broad range of customer satisfaction issues but far and away the immediate opportunity to improve customer service and resident satisfaction levels is by addressing dissatisfaction with onsite staff responses to resident concerns,” said J Turner Research president Joseph Batdorf. “J Turner Research tracked more than 19 different types of complaints as part of our examination of customer service surveys and the results were unequivocal: resident relations with apartment community staff are one of the key focus areas resulting in concerns that ultimately impact community reputation management and online ratings and reviews.

Another area where apartment owners and managers can likely make an impact on customer satisfaction is by completing any deferred maintenance, appliance upgrades, or amenity and common-area improvements, particularly when it comes to how a community’s curb appeal ranks on online ratings and reviews.

“We’re certainly beginning to see an industry-wide pattern where communities with the highest levels of customer satisfaction also benefit from the best online ratings and reviews,” said Batdorf. “As reputation management strategies in multifamily continue to evolve, ongoing measurement of customer satisfaction (and dissatisfaction) remains a critical tool for evaluating the effectiveness of initiatives designed to improve customer service.” 

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I have been renting an apartment from Arioso apartments in Albuquerque for two years now. There seems to be a problem with Riverstone changing managers every couple of months. The managers don't know the history of the tenants.

Last year in late summer or the beginning of fall Riverstone brought back an employee that was an extreme troublemaker for me until he was removed or quit two weeks ago. He turned Arioso into a circus while putting down residents that he personally didn't like.

This created a bad atmosphere for me and maintenance joined into the gossip, and the circus became even bigger. It involved false allegations against me by the staff (maintenance specifically). I am on low income as a result of this I could lose my housing because the new manager (placed into the office in early 2014) got caught up in the bad gossip that Ash was generating. Ash was even gossiping about me to other tenants and caused the victimization that I experienced by maintenance and the new manager. Can't Riverstone train their employees to behave in a professional manner? I contact Riverstone and they ignore my complaints 100%.

This is outrageous because I have always paid my rent on time, and I have been a great tenant.

This apartment community is affordable but only go there if you don't mind a bunch of nut cases living around you:

I have had my cloth porch furniture urinated on by the upstairs tenants (grown adults). I am kept up until 4:00 and 5:00 a.m. by my upstairs neighbors, as well. Two of my vehicles damaged with dents, and multiple windows broken. I observed prostitution and drug dealing across from my apartment last year, in an efficiency apartment. Before that there were two thieves living in that same apartment that would steal everything that they could get their hands on.

There are no cameras to show who is destroying property, and people keep their mouths shut so that they will not be targeted.

Three times I have been lied about by one person or...

I have been renting an apartment from Arioso apartments in Albuquerque for two years now. There seems to be a problem with Riverstone changing managers every couple of months. The managers don't know the history of the tenants.

Last year in late summer or the beginning of fall Riverstone brought back an employee that was an extreme troublemaker for me until he was removed or quit two weeks ago. He turned Arioso into a circus while putting down residents that he personally didn't like.

This created a bad atmosphere for me and maintenance joined into the gossip, and the circus became even bigger. It involved false allegations against me by the staff (maintenance specifically). I am on low income as a result of this I could lose my housing because the new manager (placed into the office in early 2014) got caught up in the bad gossip that Ash was generating. Ash was even gossiping about me to other tenants and caused the victimization that I experienced by maintenance and the new manager. Can't Riverstone train their employees to behave in a professional manner? I contact Riverstone and they ignore my complaints 100%.

This is outrageous because I have always paid my rent on time, and I have been a great tenant.

This apartment community is affordable but only go there if you don't mind a bunch of nut cases living around you:

I have had my cloth porch furniture urinated on by the upstairs tenants (grown adults). I am kept up until 4:00 and 5:00 a.m. by my upstairs neighbors, as well. Two of my vehicles damaged with dents, and multiple windows broken. I observed prostitution and drug dealing across from my apartment last year, in an efficiency apartment. Before that there were two thieves living in that same apartment that would steal everything that they could get their hands on.

There are no cameras to show who is destroying property, and people keep their mouths shut so that they will not be targeted.

Three times I have been lied about by one person or another in an attempt to get me kicked out, or to create trouble for me with the office.

I am called a complainer apparently when I have told the office about the things below:

There have been times when dog poop will be left all over the sidewalks morning and night (every day) for a period of months (depending on who the tenants are), on the hallway carpets, and people have even urinated on the carpets inside. There is gum stuck all over the carpets inside the buildings, and the carpets are left un-vacuumed for months. Sometimes bad odors in the hallways.

There are rumors that one maintenance man is selling drugs to tenants and the other is a thief who steals items from tenants apartments.

Good luck if you move there.

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  Gail Schumacher

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