Park at City West Apartments

I am rejecting this response because: I am rejecting this response because: It glosses over the reticence by the on-site staff to address the problem before the regional manager became involved in the process, who was overwhelmingly helpful and understanding (for the record)Part of the difficulty in locating the tracking number and additional information the staff asked for was that the sender had not initially provided it (so finding this information on a package that was listed as "delivered" by their own staff seemed redundant as if a package was received, they should have had access to the carrier information and date of delivery)When we spoke to the sender, they offered to resend the package to us certified at their own expense for our troublesAgain, the complaint centers around the complete lack of empathy and customer service provided by the office staff (legally obligated or otherwise)After a lengthy conversation with the Regional manager, she acknowledged the poor handling of the situation by the office staff and apologized profusely for our situationThat while yes, they may not bear financial responsibility for the packages it should not be their default response when a tenant presents a problemAdditionally, it was communicated to me by the Regional manager that additional training/education surrounding dealing with tenants items would be taking placePerhaps most upsetting, it was apparent that the on-site office staff believed we were fabricating the incident as when a subsequent package arrived (which they note on July 1, that was signed for and was a separate item entirely) they asked/alluded to the fact that this was "the missing package" which we told them it was notThe complete breakdown in customer service/resident satisfaction was addressed not by the on-site staff, but the Regional manager aloneWhile I was treated very respectfully and well by the Regional Manager, ultimately the resolution was provided by the tenant (myself) in the form of tendering notice to vacate at the end of my lease termI explained to the Regional Manager that while I understood their positioning, the whole resident experience left a lot to be desired from their local staffI consider the complaint closed and "resolved" as best it can be, but I do not accept the skewed narration provided by the on-site staff

..The resident came to the office on the June 28th looking for a packageWe looked through the package room and also allowed the resident to look and there were not any packages for that apartmentThe resident told me he was expecting a very important package and had been told by the sender that
it was deliveredWe asked for the tracking information to help see who signed for itThe resident did not provide this informationOn June 29th the resident sent an email that they still had not received the package and wanted compensationWe let the resident know that there is no compensation for lost packages per the Community policies section IV however we were willing to help him locate it. The resident then reached out to the Regional Manager who also asked for the tracking number, where the package was sent from, which carrier shipped the package, and the value of the packageThe resident did not provide this information to the Leasing Office nor the Regional Manager. On July 1st a package arrived for this resident which we signed for and the resident picked up the same dayThe resident has been in contact with the Regional Manager and has relayed to her that the original sender resent the package and nothing further was needed.

I am rejecting this response because: I am rejecting this response because: It glosses over the reticence by the on-site staff to address the problem before the regional manager became involved in the process, who was overwhelmingly helpful and understanding (for the record). Part of the difficulty in locating the tracking number and additional information the staff asked for was that the sender had not initially provided it (so finding this information on a package that was listed as "delivered" by their own staff seemed redundant as if a package was received, they should have had access to the carrier information and date of delivery). When we spoke to the sender, they offered to resend the package to us certified at their own expense for our troubles. Again, the complaint centers around the complete lack of empathy and customer service provided by the office staff (legally obligated or otherwise). After a lengthy conversation with the Regional manager, she acknowledged the poor handling of the situation by the office staff and apologized profusely for our situation. That while yes, they may not bear financial responsibility for the packages it should not be their default response when a tenant presents a problem. Additionally, it was communicated to me by the Regional manager that additional training/education surrounding dealing with tenants items would be taking place. Perhaps most upsetting, it was apparent that the on-site office staff believed we were fabricating the incident as when a subsequent package arrived (which they note on July 1, that was signed for and was a separate item entirely) they asked/alluded to the fact that this was "the missing package" which we told them it was not. The complete breakdown in customer service/resident satisfaction was addressed not by the on-site staff, but the Regional manager alone. While I was treated very respectfully and well by the Regional Manager, ultimately the resolution was provided by the tenant (myself) in the form of tendering notice to vacate at the end of my lease term. I explained to the Regional Manager that while I understood their positioning, the whole resident experience left a lot to be desired from their local staff. I consider the complaint closed and "resolved" as best it can be, but I do not accept the skewed narration provided by the on-site staff.

..The resident came to the office on the June 28th looking for a package. We looked through the package room and also allowed the resident to look and there were not any packages for that apartment. The resident told me he was expecting a very important package and had been told by the sender that...

it was delivered. We asked for the tracking information to help see who signed for it. The resident did not provide this information. On June 29th the resident sent an email that they still had not received the package and wanted compensation. We let the resident know that there is no compensation for lost packages per the Community policies section IV however we were willing to help him locate it.  The resident then reached out to the Regional Manager who also asked for the tracking number, where the package was sent from, which carrier shipped the package, and the value of the package. The resident did not provide this information to the Leasing Office nor the Regional Manager.  On July 1st a package arrived for this resident which we signed for and the resident picked up the same day. The resident has been in contact with the Regional Manager and has relayed to her that the original sender resent the package and nothing further was needed.