I'm renting a one bedroom condo at Traverse Point on Maleena Mesa St & Wigwam in Henderson, Nevada. The property is very close to Winco. I signed the documents around August 26, 2014. The property management company started out as FirstService Residential and later became, The Rockbridge Group.
I've had a decent experience over all in dealing with the internal employees. What prompted me to write this review is the difficulty paying my rent in advance via the tenant portal which is a software by AppFolio, Inc. I will include my experiences with two technicians Rockbridge sent for a service call.
I've had three or four service calls. The first two times a technician came out - it was the same person. I can't remember the name of the company he worked for or if he was an internal employee. The microwave in my unit stopped working. The technician came out and determined it had to be replaced. He was friendly, tried to build rapport but, he was doing it the wrong way. I was uncomfortable with the topic he chose to bring up. I dismissed the discussion by not responding or showing interest. Additionally, he appeared to be discussing personal matters on his cell phone; he was preoccupied. In addition to the disabled microwave, I pointed out the lack of pressure from my bathroom sink as well as the smoke detector barely hanging on the ceiling. The second time he came out (a few weeks later) was to install the new microwave, inspected the smoke detector; replaced its battery, and unclogged the bathroom faucet. I would rather have another service technician in the future.
The next two service calls I had (months apart) was for the washer. Rockbridge sent an appliance repair vendor, Eric. He was in and out to fix two separate issues on the washer (several months apart). I directed him to the washer. He took it apart, found the problem, tested the fix, gave me background info on the problem and fix, and he was done. Excellent technician.
My next major interaction with Rockbridge is recent, December 2015 & January 2016. Around the last week of December 2015 I've decided I wanted to pay my rent for January & February using my credit card. I wanted to pay in advance either on the portal, on the phone, or in person. The tenant portal portal would not accept more than one month of payment. There is no field to key-in the amount, no check-boxes to mark for the number months to pay. Frustrated, I got a hold of someone from accounts receivable. According to her, they don't accept credit card payments over the phone or in person. She gave some explanation about the tenant portal which would not make sense to someone with a background in database design and/or web services. For the sake of timing, I took her suggestion to pay my January rent that day (12/30/15) through the tenant portal. Her next suggestion was to go back on or after January 8, 2016 to pay my February rent. As of last night, 1/14/2016, I was not able to pay my February rent through the tenant portal. I sent the lady an email with the screen shot of the portal/web-site. Again, she gave some explanation which doesn't make sense. To sum it up, a tenant is restricted from paying advance rent through the portal with a credit card (possibly even with an "e-check"). Remember, they don't accept credit card payments at their office. They will accept a check but, some people, like myself, doesn't use checks anymore. Plus, one time I paid in advance using my bill-pay, I received a nasty gram (via email) that I over paid. A second letter (via email) pretty much said, "oops, never mind - you didn't over pay." I'm not happy receiving the "over payment" letter a few months back. Their portal is not user friendly.
Suffice it to say I am glad to be vacating the property at the end of my lease in February. I will avoid, at all cost, dealing with Rockbridge in the future or any property management company that uses AppFolio software. read more