Torrey Pines Apartments

MICE IN THE KITCHEN! There is now a mice problem that they «fixed» but they keep coming into the kitchen. And we are 3^rd floor. We set two traps and caught two mice in just an hour. And they continue to keep coming.

BED BUGS!!!
While the apartments are spacious that’s the only nice thing I have to say. The office staff and maintenance are awful. Expect things that are broken to stay that way for months until you complain enough this list includes– the front door lock to the building, the inside hallway light because no one needs to see going to their second floor apartment, the outside door light, a water leak, a water-​damaged floor and a non-​draining sink. They also say they are dog friendly but expect nasty threatening notes on the door nearly weekly regarding your pet. Funny they have time to post those but not address dangerous conditions in the building. The apartment above ours also got bed-​bugs and they weren’t even going to inform us or treat our apartment because hey who doesn’t want bugs. Terrible value for the money.

This place used to be great. Until the office staff changed. We went in the office to inquire about our lease. We had previously went into the office to ask about our lease end date as we were planning to move and could not locate the lease end date (we figured the leasing office might have information on our lease… because that makes sense, right). We were told on 2 separate occasions that we were on a month-​to-​month and thus we planned our move accordingly. We receive a call today from the property manager at Torrey Pines stating that this was incorrect– that in fact our lease date was not over until May. We were of course extremely frustrated as this was a very costly mistake that should & could have been avoided but the property manager couldn’t even find a paper copy of our lease. So after having been told twice that we were on month-​to-​month imagine our unpleasant surprise that this is not true. We told her we could not understand how such a mistake was made.
The property manager proceeded to be extremely rude and aggressive stating that she did not like when residents came in. She also stated that it was not her mistake and that it would not be that hard for us to find the lease. She then got out of her chair and got really close to my husbands face stating loudly how awful we are. I have never been so degraded by someone in customer service in my life. I am extremely upset that this is how the situation was handled by one of your staff members. First, why did no one have a copy of our lease? If this the case, then we would have known exactly when to make plans. Secondly, if she hates the residents so much is she working in a leasing office? We understand mistakes are made– we are all human; however, it is how one handle the mistakes that makes the difference. Had she said, «I am so sorry that mistake was made. I can understand why you are frustrated. I hope this mistake is avoided in the future,» or handled it with any semblance of kindness and human decency– the situation could have resolved in an amenable fashion. We pay hundreds of dollars a month in rent and this is absolutely unacceptable to be treated this way. It makes the company look bad. Now we are stuck in this complex for an extra month with management that degrades their customers.
UPDATE: Was contacted by Elevate PM corporate. They were apologetic and said the matter is being dealt with. I appreciated the effort. Hopefully this one bad apple is not reflective of the whole bunch.