Mylo Santa Clara Apartments — Local services in Santa Clara

I wish I didn’t give mylo a second chance when they showed their unprofessional at the very early stage! I had the worst experience with those ignoring and irresponsible people and if you are reading my review, PLEASE DON’T LIVE HERE! I will try to be objective and here is my story:

We scheduled an initial call with Julia in May and after showing, she told us we can only get the 6-week free discount if we pay the deposit that day because she doesn’t work on weekend and the discount expired on that Sunday. After we decided to pay, she told us she can’t find the deposit link of that unit in their system because of IT issue. We trusted her because she promised to send us the official lease the second day with the proper unit number and the deposit is refundable within 72 hours.

No lease and no call the second day. The day after, we called the office, Sally picked up the phone and told us the unit we wanted to sign was already signed by others. So it’s like if we didn’t call, we didn’t even know that we paid the deposit for nothing! We requested to talk to Julia for an excuse, Sally told us Julia was not in the office and asked us what kind of excuse we wanted?? Then we demanded to take the deposit back, which made Julia to call us back and their solution was to call the person who already signed that unit to see if they would like to give that unit to us…No comment…Of course that tenant didn’t agree. Then Julia promised again she can find us another unit we would like. I wish I had stopped doing business with those people and move forward at this point!

They offered two units that all conflict with our preference, I told them I was disappointed because I feel they just wanted to fool us. Then they offered fifth floor and told us 5&6 floors were not on market publicly. We wanted a quiet place and we had already spent 2 weeks on those ridiculous things so we accepted this offer.

They sent a cursory lease, which showed that we still owe them the deposit and a different rent than we expected. Again, argued with them, sent the lease back and forth like I am a professional lease maker, they also asked you to sign a waiver if the move-in is delayed :)

Before moving in, we sent all documents like insurance and utility to Julia, and checked the balance in the website which showed 0 as requested by Julia. We called her to check she had received all docs. But the day we moved in, they said they didn’t know we had sent the documents… We ended up with checking in for about an hour.

After moved in, we found one of our packages was missing. It was an office chair worth $250+, we thought it was just some bad lucks. BUT! Few days later, we found the empty box in the trash room on fifth floor, which showed our name on the label and the chair was gone! We came down to the office and asked what they can do to prevent this in the future, and we were upset because we highly suspect it was done by other tenants because all gates are secured. They said no matter how fancy apartment you lived in, your package can be stolen?? What further made me angry was that they pretend to be responsible and told us to send an email to them so they can take care of it. Ok, email sent a week ago, no response. They just play dead.

Last thing, we got hit & run recently and needed to tow our car back. Our wheel was damaged and therefore not able to drive it upstair. We asked if we can park on the open space on first floor they said no because they don’t want an accident car being seen by others. We then asked if they have any suggestions if the towing car exceeds the max clearance of the garage, they said they don’t know. Ok, so we are paying parking fee every month but can’t park on open space! Please drive a Ferrari or you don’t deserve to park here!

And I hope google enables 0-star feature in...

Terrible customer service. Tyler (former assistant manager was the worst and had zero customer service skills, just a corporate stooge).They are own by a big corporation who does not have your best interest and only cares about revenues and profit. They'll nickel and dime you in every corner. We moved into the property late September last year; was promised move-in date mid July. Was post-poned and delayed move-in date 3 times which was very costly and frustrating on our end, with each postponement only give short notice (the last one was postponed the day of our move, already packed and had movers scheduled!). Unacceptable. The amenities were not open until just a barely before it was shut down due to the pandemic. In the meantime, they offered no adjustments in our rent or anything due to that. We rent in many corporate-owned properties in the past, and although there is always a degree of greed in their policies, MYLO somehow takes it to the next level. You are forewarned.

They pretended to care about the tenants by sending out a memo saying that they will work with anyone financially impacted by Covid-19. We wanted to move out just 21 days early due to loss of job, and corporate office basically told us our only option is to find someone to fill the spot (the property is already super vacant), or pay the early move out fee (1 month rent). That is standard move out procedures in normal times and doesn't show any willingness to work with those financially impacted. Then they had the balls to tell us if we decide to take up any of those "assistance" options, we had to pay back all our move-in bonuses! The same move-in bonuses we were promised then later denied because Tyler accused us of providing falsified documents (which we didn't). We had to argue with them for a week before they conceded to providing us with one of the promised move-in bonus. As a matter of fact, during the pandemic they decided to announce that they will start charging monthly for mail and package services!

Upon receiving our move-out bill, we were shocked to see that we are charged for a stove top replacement $700. We were only there for a year and only did normal usage of the stove, only normal wear and tear no damages. Normally we would dispute it, but given that all our other disputes with their shady practices have resulted in no results and just making us angrier, we decided to just move on and write this review instead.

The regular staff at the front office are nice people, but behind that is a toxic management and corporate culture of profit-first where they could care less about tenants.

Essex Properties stock price tanked during pandemic and they are trying to recover their stockholder's portfolios on the backs of tenants. Very shortsighted and they will see what a poor decision that is as they continue to struggle to fill...

Now I completely understand why this complex got so many negative reviews. I couldn’t help but to contribute my own review right upon my moving in: My unit is located in the building on the east side of the complex (facing the Lawrence expressway) and I was told by the leasing office that I have to travel all the way to the west side of the complex to get my deliveries/packages no matter how big or how heavy my packages are. Then I was thinking it may not be a big issue if the leasing office could provide any trolley or cart at the mailing room but the answer is NO!!! I was desperate and couldn’t imagine how I can handle all the online packages going forward ( the lighter/smaller ones are ok - a little bit exercise is fine) but heavy ones, i.e. 40lb cat litter...I felt so helpless😭). In addition, I had 3 packages delivered yesterday so I went to the mailing room for the very first time to look for my packages: there are several shelves labeled with building numbers. I, like expected, didn’t find my packages ( I lowered my expectation significantly since I realized the Essex management is not so organized - through my past experience living in another complex managed by Essex and my recent interaction with the leasing office agents). And of course, the leasing office agent asked me to report lost items through whatever vendors I made my purchases. And I agree, that The agents are not the ones to blame, the poor managing system is, instead. The mailing room: the packages are placed on and off the shelves. Even they are mostly located on the correct shelves, it still took time to find your own. You have to read the name and unit# carefully in order to get the right package(if you don’t want to mess up). All the tenants have access to the mailing room. Non-tenants are not able to get in. The packages are supposed to be as safe as if they are delivered at tenants’ front doors...I get the idea that delivering door to door at this kind of complex could be a nightmare for carriers. BUT I Really Highly Sincerely recommend that the leasing office to get some Trolleys and Carts ready in the leasing office or the mailing room which can at least assist the tenants living far away from the mailing room to move/carry the heavy/bid/multi packages. If possible, setting up another package hub on the east side, it will be highly appreciated! In conclusion, complaining is not my purpose here, as a tenant, through bringing up issues I noted, and providing recommendations I could think of, are my ways to help myself, other tenants with similar issues, and improve the service quality of Mylo Santa Clara. Worst case scenario, I can always move out to elsewhere in 30 days to...