Encantada Saguaro National — Local services in Tucson

Updated (2/2/25): Called the customer service. They agreed to move me to another unit and waive transfer fee and reimburse mover's fee. None of the 3 units offered were better imo, so declined the offer. Oven and noise issue not resolved yet.

Was told the unit is cleaned, inspected, and ready for move in, had to call maintenance and office over 10 times to get things fixed in the first 3 days.

Day 1 (1/05/25): mold like substances all over the dishwasher rack. Initially, they only offered to replace the rack. I request for better solution, such as moving to another unit. After talking to the manager, they offer to replace the entire dishwasher the next day. It was already late and all my belongings were there on the truck so I agreed to it. Same day, while rinsing the bathtub (not even using any cleaner at the point), the water turned yellow with some substances flowing out from the gap they said they can't sealed. Also, dozen rocks were found in the washer. Mildew was also found growing in the toilet tank. The grease filter looks like they haven't been replaced for years.

Day 2, woke up from stomping noise from above. Frankly, college dorm, built before 60s, that I stayed in had better noise and vibration isolation. The maintenance guy came to replace the dishwasher in the afternoon, but it wouldn't work. I messaged them to have it checked but still wasn't resolved by the end of the 2nd day. That night, I discovered there wasn't any hot water, kitchen nor bathroom. Called them and was told that they would send people the next day (was hoping they'd come and fix it). Luckily, I was able to resolve the issue by myself.

3rd day morning, a couple of light bulbs were broken already, had to message them to request them to bring new ones when they came here to fix the dishwasher. Had to call a couple more times before D/W finally worked. Thought it was the end of trouble, but I was wrong. After coming back from work, I had to deal with smoke coming out from the oven while it was preheating (nothing inside the oven). The fume was so bad that it triggered the alarm. Two managers came, claimed the fumes were completely harmless... Fed up with all the trouble, I asked for an acceptable reparation. They wouldn't promise to give me an answer today at first. After I insisted (worrying they wont get back to me after), they called the regional manager. They got back to me saying they can either offer me to transfer to another unit (but they won't provide movers to help nor provide compensation to cover the cost of moving), or they can come fix the oven for me... nothing more they can offer me, not even a bit compensation for the troubles I've been through. Why should I be paying for the moving expense to another unit if it's their fault to fail to keep the unit up to the standard (on top of that, if I do move, I'll likely have to spend several hours to clean the new unit again.) Fail to get the contact info of person who has higher authority, I asked the manager to write me an email stating she's aware of the trouble I've been through and could and will only offer the two solutions, to which she agrees to send me one the next day.

Day 4, turns out manager is off today and unsurprisingly didn't send me the email she promised even at the end of the day.

I didn't pay the (relatively) expensive rent to live at a broken apartment, nor did I sign up to pay and do the inspection and cleaning for them (Funny that they would "pay" you $750 if you refer someone to live here but wouldn't compensate a dime when they were in the wrong)

The front desk officers/receptionist and maintenance team were friendly and responsive for the most part, though. I feel sorry to call them times in the past three days for the endless issues.

FYI, there are other minor things that I didn't list here; the comment would...

A year ago when I just moved in to this apartments I gave it 5 stars. I thought that the price we were charged worth it: beautiful pool where kids can swim and play, gated community where we can be safe, nice gym where I can workout, nice staff that can hear out and help. I diligently paid every month 2200$ as overall for what? Having lights in parking area that are not working, taking stairs to second floor in absolute darkness and afraid that someone might attack. Next- my child’s scooter was stolen from 2nd floor, management did nothing- not even letting other neighbors aware of the situation. The pool having overflowing trash cans that trash would fall in the pool, dirty water that when my kids got in the water they found bandages and we had to leave. There was a resident who would bring pit bull in the gym every morning at 8 am tying the dog to the indoor bike, the dog would bark and jump making impossible to exercise. Management didn’t do anything and me trying to explain my concerns to other resident were unsuccessful, I got verbally attacked. However that’s not all- the apartment facing Houghton road, insulation of the apartment is so poorly done that it was very loud in the apartment day and night hearing passing cars/ ambulances/bikes. Unfortunately before you sign the contract management doesn’t let you know about this inconvenience and you find out about the noise after moving in. There was not a day I could leave a door open to balcony or window open because of highway traffic. The valet takes your trash but not every day and only once a day. My neighbors would take their trash out in the morning and leave it for days sitting out and piling up in the heat- leaking, stinking, flies flying - I couldn’t exit my front door without holding my breath. My emails with complaints to management were left without response. And there was more to it. Luckily I was able to leave a month before my lease , I didn’t care that I have to pay for two places simultaneously I couldn’t bear to stay there not one day. It’s disgusting and disappointing the fact that the place claims to be luxurious and charges for the services that lacks to provide or implement and improve. I feel as me and my family were robed nevertheless, and the place that we had to live for a year made our living so miserable. I want to share that experience because I want people be aware of the situation. Be prepared that if you live there you might get robbed, deal with trespassers who are not residents using gym and pool, traffic noise and people throwing parties and leaving trash that is not cleaned. And many other issues I haven’t experienced before anywhere...

We love our new apartment. We are very impressed with the way our surroundings are maintained. Everything is meticulously taken care of. We are enjoying watching the daily progress with all the other buildings as well as the grounds. The designers did a fabulous job with the lobby and the pool area. Everything is very eye appealing. Megan and Katherine take very good care of all our needs and are there to answer questions at any time. They provide us with texts about any issues we need to be aware of. This has been a wonderful experience for us. We recently had a problem with our air conditioner. Help arrived right away, although they couldn't get it fixed and had to get a whole new unit. They really tried hard to repair the old one without success. The guys worked very diligently on it for several days, not to mention on the roof in the high heat. But, at last it is fixed, and we are very grateful. They even supplied us with a portable unit to use while they got all the kinks worked out. We feel very blessed to have such wonderful fellows who work here, or with the contractors who help us with our problems. We thank all of those who came to help. We appreciate it very much. I can only add more positive things that we''ve noticed since we've been here. The landscapers are just excellent. They come by often and trim things up and really do a good job of cleaning everything up nicely when they are finished. They have used lots of fencing to protect us all during construction and it just moves magically when they are finished with a project. I've also noticed lots of folks using the dog park. They seem to love it. We have absolutely no complaints whatsoever. They keep us notified as things come up or change and we appreciate that. They've even had food trucks come by to serve us, which is...