Sybil Thomas
Google
Unfortunately, my interactions with a staff member named Kayla Darras
Assistant Community Manager have been extremely unprofessional and discouraging. my onboarding experience with Ellianna was not conducted at a level where I was given all of the information that I needed to be able to move forward with the application process with ease. Apparently, I was not given the full information of what I needed and Ellianna called me an hour before and said that my application will be denied after not informing me for 2 weeks that there needed to be a name of my cat and a breed on my ESA letter. I will go over the details below
1. Application Cancellations & Fees.
• I was charged $70 per person for credit checks ($140 total for myself and my roommate). Non refundable for RENTGROW to report my credit history wrong and push back the process of my move in causing me to have my application denied
• I was also charged a $250 application fee twice. I was told I would receive a refund for the first charge only after 50 days, and for the second charge for $250 only “if corporate agrees.” Stated by Kayla
• These charges have caused unnecessary financial strain, especially since the cancellations were not due to any fault of my own but the negligence of communication by property management
2. ESA Letter Denial
• My application was denied because my ESA letter did not list the name and breed of my animal.
• Kayla Darras told me that it was “not her job” to explain what needed to be included, and that my doctor and I “should already know.” … this was humiliating and condescending as this was an was in person interaction. She then stated “any doctor would know that … it’s common sense”
• However, this is a specific requirement of your complex that was not disclosed to me beforehand, by Elliyanna and which is not required by law under the Fair Housing Act. This raises serious concerns about whether my application was reviewed properly.
3. Unprofessional, Threatening, and Harassing Conduct
• On multiple occasions, Kayla Darras was condescending and demeaning during face-to-face interactions.
• Over the phone, she hung up during a conversation after saying she would not allow me to “interrupt her,” although she was interrupting me numerous times while I was asking very important questions.
• She also threatened me with a recording of the call and stated she could have me trespassed from the property without justification with the curtesy officer. I told her I would call the police myself because She had entered the conversation hostile. She then felt no need to call.
• Additionally, she shifted blame onto another staff member, Ellianna, claiming it was her fault for not going over the specifics of my application.
• Kayla Darras also verbally harassed me about an old collections item from another apartment complex, which I had already disputed and had removed from my record. She had emails I previously sent regarding this issue but failed to acknowledge the updated information, even though her manager Meghan was standing present at the time. This was not only misleading but also humiliating.
4. Communication Breakdown
• I expressed several times to Meghan that I did not feel comfortable speaking with Kayla due to her tone and conduct. I requested to speak to Meghan instead, but was informed that my lease was being overseen by Kayla directly. This left me with no alternative and contributed to the hostile experience as well as communicating with an agent that is hostile and verbally abusive.
This experience has been deeply frustrating and disheartening. It was a genuinely traumatic experience being berated by an employee in that manner.
