The Grand at Legacy West — Local services in Plano

I am currently in the market for a two bedroom apartment for a move in date of Oct/Nov. I was planning to schedule a tour this upcoming week but was completely deterred from my decision after an encounter with one of your staff members this morning. I frequent the area of Legacy West, as I have lived in a nearby town home. For the last two years. On Friday, I misplaced my headphones at the shopping plaza. Upon using my “Find My Phone” application I was able to locate the Airpods – the location was in one of your apartment buildings.

I was directed by the shopping plaza’s security to reach out to your leasing office, which was great because I wanted to schedule my tour the same day. Unfortunately, my encounter with staff was very unhelpful and extremely unwilling to help. I engaged in conversation with a dark hair, slim, man inquiring two things. The first was requesting if the complexes security could accompany me in asking if anyone had found my Airpods. The leasing agent very rudely said no and proceeded to make unnecessary comments like “ you don’t even live here, we’re not going to do that”. I said okay “no problem,” I then asked if it was at all possible for your office to send a general message to the residents inquiring if anyone has found any Airpods, and if so, could they return them to the leasing office for pick-up.

I want to stress; I was in no way accusing anyone of anything, as I understand it was my mistake for misplacing them. I simply requested a general email to go out to your residents. His passive aggressive response was “unfortunately no, we can’t do that” then proceeded to mention they would not forcibly enter any units, in which I responded that is not my request at all, I am requesting that you send an email asking your residents if anyone has found a pair of Airpods, and to return them to the leasing office where I could pick them up. He very rudely replied the same response.

I then asked him if it would be better for me to return with a police officer to accompany me in retrieving my Airpods. In which he replied to file a police report. Additionally, the agent did not ask for my information in case someone did return the Airpods to the front or to your lost and found area. The entire encounter was very rude, extremely unhelpful and to be honest I could have accepted his response gracefully if he was not so RUDE. My husband and I will no longer be considering this complex as a potential residency for this reason alone.

I do hope your office maintains a level of customer service for every individual that walks into your building not just your easily identified...

I live at The Grand for 5 years. If I'm being honest I tried to move twice but things just didn't pan out. But here are the pros and cons:

PROS: -Great area. Living in Legacy West, everything is at your doorstep: restaurants, bars, shops. This area of Plano in general is great, super close to Frisco (The Star). I loved taking my walks around the area. And the Plano PD subdivision is right downstairs which does give you some sense of security (at least during the day, it's empty at night)

-There use to be tons of events for residents which was a cool way to meet neighbors. Not as many with new management.

CONS: -The gates to get into the parking garage is constantly broken! it's either off completely, left up (so anyone can get in) or won't open (leaving people stuck with no way to get into the garage). It honestly happened at least once a week.

-speaking of broken, the elevators are constantly broken and they stay out for months at a time. I had surgery and could barely leave my apartment b/c I couldn't go down stairs.

-LOUD!! inside and out. my neighbors were UNBEARABLE. they literally triggered my migraines with loud stomping, loud noise and loud music. I complain any times but nothing ever happened. They tell you you can't hear the outside noise of Legacy West but that's not true. Thurs-Sunday it feels like you live on the Daytona 500 or in the middle of a club.

-Traffic: to the note above, it's also difficult to get into the complex the weekend because of people visiting Legacy West.

-New management/company took over about a year ago and they are not as good as the previous management. They also come into your apt to drop of letters with no notice and no permission.

-People throw trash all around the trash room. sometimes you can't even walk in to throw yours away.

-Dog poop and pee in the hallways and elevators! this is mainly on the pet owners honestly but the complex doesn't seen strict enough on them.

-the fire alarm goes off CONSTANTLY!! all times of day and night and stays on for up to an hour at times.

-You have to park 2-3 floors above your level. there's never any parking.

-You're not supposed to but people AirBnB their places which means strangers with suitcases will constantly be walking up and down the hallway. that part honestly made me feel so unsafe!

-rent prices SPIKE. over my 5 years there my rent went up almost a...

I rarely leave negative reviews for any organization. Unfortunately, my experience at The Grand was so disappointing I felt obligated to post a review. I recently moved to Dallas from Florida and wanted to view this particular property. I set an appointment and drove 30 minutes from my uptown hotel to view this apartment. Upon arrival I went over all the specifics with the leasing consultant and prepared to tour the community. However, the consultant was unable to scan my ID with her iPad. Instead of taking a photo copy of my ID or looking at my credit cards that I was willing to provide as a second form of ID the office manager, Mandy Vanauken, decided that I could not view the property. During the entire encounter I was pleasant but her demeanor and lack of professionalism led me to believe there was something deeper than just a hiccup of my ID not scanning with the iPad. It's extremely hard for me to believe that there was no other alternative or back up plan in case of a technological glitch. If Mandy actually took her position as a property manager seriously or actually cared about leasing the property she would have learned that I was a Commercial Banker with superb credit and the ability to move with in the the month. Unfortunately, due to Mandy's unprofessional behavior she lost a great prospective client and earned herself and her company a negative review. I have also left a voicemail with Danika Young the Regional Property manager. This behavior is unacceptable and should be addressed.

Update:

In response to the generic reply message left below... My ID is VALID and doesn't expire until 2023. Again, you could have taken a photo copy, picture or retained my ID at the leasing office while I toured. If you truly wanted to rectify your misstep you would have called me personally, apologized, and atleast attempted to reschedule. But you just reiterated your lack of care for customer service and your inability to address the actual issue. Clearly you're not truly trying to apologize you just want to respond to my negative review with a falsehood of an invalid ID. Please refrain from responding. I'm no longer interested in living somewhere with this horrific level of...