Our time living in Trevi was a positive experience. We moved from across the country, and during our move, they were flexible and very...
Our time living in Trevi was a positive experience. We moved from across the country, and during our move, they were flexible and very timely with responses and requests. Throughout our year, we enjoyed the apartment, had service requests answered in timely fashion and never experienced any real issues.
The moving out process, however, was extremely frustrating, infuriating, and unbelievable. Each staff member appears to be on their own separate page about policies and timeline and the moving out process was continuously changed at will.
Example One: Our final rent payment was to be prorated as it was only going to be a half a month. We were initially told that the online portal could not be changed to show the prorated amount so we would either need to pay the full amount and wait to be reimbursed or come in and pay. In order to simplify the process, we called and told them that we would just come in and pay. We were told that we could bring in a money order or cashiers check. When we arrived with our money order, they told us we were given incorrect information and could not accept our money order. After arguing with them for 2 days, they finally mentioned that they could just update the portal for us to pay via online. As to why this wasnt an option from the beginning was never explained to us. We were left to figure out what to do with our money order.
Example Two: At our 60 day notice, we were asked to hand in a move-out notice sheet, along with the day we would like our final walk-through. When we handed it into the office, we were told they would enter the information in to the system. As the day got closer, we did not hear from Trevi so we decided to call and confirm our Sunday final walk-through. Upon calling, we learned that our information had never been entered into the system and there was no record of our scheduled date. In addition, they had changed their walk-through policy the previous Tuesday, and were no longer conducting them on weekends. We were told that we had no other option but to come the following Tuesday, and were given a 2 hour window (10-noon) at which the walk-through would happen. We both work full-time jobs and could not just leave for that large of a window. Had we not called, we would have showed up and been turned away. So in arguing with them again, they finally grandfathered us in and were given a Sunday walk-through. The maintenance worker that escorted us through our walk-through was phenomenal. He was extremely nice to us and our daughter, as well efficient.
Example Three: A few weeks later, we received our final move-out notice. We owed a small amount and needed to be paid within a specific time. When I went to pay online, our portal had been closed and I could no longer make online payments. When we contacted Trevi, we were told that we needed to bring in a cashiers check. Once again, inconvenient but doable. We let them know we would be in the following weekend since we live about an hour away now and could not come during the week. A few days after confirming with Trevi via email that we would be in to pay our final move-out, we received a phone call from a collections agency that we had not paid our final Trevi invoice and had been sent to collections. Confused by the phone call since we had an agreed upon date with Trevi, we wanted to confirm with them that this was correct. We were then harassed by the collections agency and told that if we didnt pay immediately it would be considered a refusal to pay and would be reported to the Credit Bureau and affect our credit score. Scared to have that happen, we went ahead it and paid it over the phone. Afterwards, we called Trevi looking for an explanation and just received a, we are sorry for the inconvenience.
During this entire process, we were only got through directly to a manager once, although we asked multiple times. Every time the request was made, he/she was either in a meeting or on vacation.