Reserve Decatur Apartments — Attraction in Scottdale

I moved into Reserve Decatur in late October 2017. I chose Reserve Decatur for the location (inside the perimeter, minutes from downtown Decatur, easy access to major roadways), the well-kept physical environment within the complex (grounds are well manicured and kept very clean and presentable); the fantastic amenities (gorgeous pool with grilling area, courtyard with grilling area, nice gym, great rooftop lounge; cyber cafe with free Starbucks coffee); safety and security. The apartments themselves are lovely - top Whirlpool stainless-steel appliances, well laid out spaces, quartz and granite countertops, large balconies and a diversity of apartment sizes and styles to fit most tastes). My apartment is a wonderful place for me to call home. The management at the time I moved in was wonderful but I only got to experience them a short time as the building was sold and new management took over in November. Even though I only experienced the old management for a couple/few weeks, you can tell the change with the new management. Not good, not bad, just different. Change is difficult and many would prefer that things never change but that's just not life. My personal interactions with the new management tell me that they want to build on what was great about the old management and grow from there. Kelly, the property manager, has been phenomenal. She is responsive to complaints and issues and very receptive to accolades for a job well done - for her and her staff. Maintenance requests are handled so incredibly quickly and efficiently and the maintenance staff are great - friendly and engaging. I recently offered a list of almost 5 things that needed fixing and within 20-30minutes maintenance was at my door and took care of everything! Problems (i.e., noisy neighbors, barking dogs, etc.) are handled immediately and with focused attention to resolving them effectively. This is a large apartment complex and since staff cannot be everywhere all the time, I believe as a community if we see something outside of our own homes (an issue that needs attention) we should bring it to the staff's attention immediately. Anytime I have seen an issue (ie., dirty carpets, trash, dog poo, cyber cafe cleanliness/operations issues, etc.) I bring those things to the staffs' attention immediately and they are handled and addressed without delay. In addition, as a community cleaning up after ourselves goes a long way to creating and maintaining the community we all want to be in. If you see something, say something. If you (or your animal) make a mess, clean it up. As much as I would get on maintenance and management in the event I feel they are not doing their jobs, we should be just as willing to take responsibility for how we are positively contributing (or not) to the community we all want to see - this is our home too. Having only been in place as new management for less than three months, and as responsive, welcoming and enjoyable as they have been in that time, I am more than willing to give new management a chance to settle in, learn the property, learn about our expectations/needs/wishes as a community (regarding things like parties and community engagement activities and the like that would be welcomed by all of us especially as the weather gets warmer) and then give them the time and opportunity to fulfill those wishes. That to me is what makes a community like this special - giving new management a reasonable chance, residents taking it upon themselves to offer help in keeping the buildings and grounds in a manner we would prefer by saying something when we see something, and residents and management staff working together to create the community we all would love to live and work in. It doesn't happen overnight but so far as I'm concerned the new management is doing a great job in the less than 3 months they have been in place and I look forward to them continuing to do a great job. Given the location, the amenities, the apartment styles, the safety/security, the management and maintenance, I am happy to call Reserve...

I had a terrible experience trying to tour this property. I tend to believe that apartment reviews should only be given by current residents to help guide prospective residents, but now that I've given the management several days to respond to my complaint and they've neglected to do so, I feel an obligation to warn others.

I arrived early Saturday for a tour that I scheduled online and was confirmed by the property. The door was locked, and the lights were off. A sign indicated they were out on tour, but I truly wasn't sure that was actually the case, since I received a confirmation. Why wouldn’t the office be opened on a Saturday afternoon?

I tried calling the office – no answer. I tried calling the number on the sign that said it was for residents to call for emergency maintenance – no one answer or way to leave a message (not so reassuring to realize actual residents can’t even reach someone in “emergency.”). A woman driving by saw me standing there, clearly frustrated, and pulled over. She assured me staff were inside and said something about them ignoring prospective residents who try to come through the door due to work being done on property and having to deal with vendors? I didn’t totally follow, but she also advised that I come back another time, informing me that the leasing agent who was working then was "not someone you want to work with." In the 20 minutes I stood there, several others tried to get into the office. One asked if I knew why it was closed, and told me they were there to get a package (do residents here need to rely on the office being opened to retrieve a package? Yikes.) and told me “Trust me, you do not want to live here.” I guess I should have left then. Finally, an employee unlocked the door. She refused to give me her name, but she had bright blue hair. She asked me (very rudely, I might add) if I needed help. I let her know I had a tour scheduled for 12:45 (16 minutes prior). She looked at me with complete distain and zero empathy for my frustration. Is it her fault this property’s management understaffs the office on a Saturday afternoon? No. Is it the responsibility of a property’s office staff to display, at the absolute minimum, that they care for others (why are you in the hospitality industry otherwise?) and at least acknowledge an inconvenience like this? Yes, I believe so. Instead, she told me she would be willing to give me a tour (phrased as it if this would be a favor to me) if I “got rid of the attitude.” I was shocked. She was so crass. When I calmly asked her if there was someone nicer who could help me, she said she’d be happy to give me her managers’ cards. The smug look on her face let me know that she felt no obligation to provide decent service to a prospective resident, and her readiness to hand me their cards when I was clearly upset over how she had treated me indicates that she was sure that her behavior was justified and there would be no repercussions for me telling her managers know about the interaction. This interaction lasted several minutes. While I don’t deny I was clearly showing frustration, my tone nor my words justified this type of reaction. The way she treated me was so grossly unjustified, that I can only hope her behavior wasn’t discriminatory against me since I walked in wearing a Star of David. I sure hope this property and their staff aren’t antisemitic, but I can genuinely think of no other reason that she’d take one look at me and choose to treat me like the scum of the earth. To add insult to injury, my email to the management, where I even offered to share the voice recording, I took of half the conversation so they could address the issue, went ignored.

Additionally, I have since received 2 emails signed by one of the managers who won’t return my emails, encouraging me to come “tour our beautiful property.” This property, the management, and their parent company should be ashamed...

UPDATE The elevator in my building has been “out of service” for more than a month. So inconvenient!! Moved here almost 4 years ago. New owners/management 2022. Do not recommend. Not worth the rent. These are no longer “luxury” apts. Hallways are unkept, trash in the halls all times of day/weekends. No response from management to my last email complaining of tenants leaving trash/food spilled over in the halls. Roaches and other types of bugs in the hallway/stairwell (search the word “ROACHES” in the reviews ..thankfully none have invaded my apt). Lighting in parking lot and entry doors are very dim. No longer feel safe coming home late at night. Was told that the lighting would be replaced - no notable changes. Complex stated early this year they would be painting the hallways, installing new flooring in the breezeways, and painting the exterior. Nothing has been done! The floors in the hallway looks so dingy and disgusting. There are also cobwebs by the elevators (did they get rid of the cleaning lady)? Visitors (family & friends) all mention how the complex is going downhill and are all begging me not to dare renew another lease. Oh! Sometimes, you’ll just catch a whiff of marijuana smoke walking through the buildings or back parking lot. Also, requested “pest control” a couple of months ago (as a precaution) but I stated in my request not to enter when no one is home. Not only did pest control enter when no one was home (cameras) …he left a note that said he sprayed the apartment but according to my cameras, he walked in, sat the note on my STOVE, and walked out. Called the leasing office, the associate was unapologetic, stating “that’s just how it’s handled.” Called the leasing office on another occasion and after a VERY long wait, a male associate answered and told me he was having a private conversation with someone and was “so sorry” for not answering. Yes, he said “private”.

The ONLY reason there are 4+ stars on this complex is because it appears as if the tourguides ask people who tour the property to leave reviews. That is not a reflection to what really goes on here! Read the reviews written by tenants, this is not a Mexican excursion that you are going to tour, this is where you will live. I was also fooled on my tour and LIED to about a waived fee that I had to fight for the complex to honor the discount smh. For 1800+ a month ..RUN ..somewhere else ..somewhere without ROACHES! The tenant population, concern for community wellbeing, and STAFF has drastically declined! OH, last thing! I must’ve gotten lucky the last 3 years…but the tenants above, below, and beside me are EXTREMELY loud. Walls and flooring are very thin. My previous neighbors were decent. These new ones? I don’t sleep. I will jump out of my sleep to loud music (from the built in speakers...