I bumped into Mr. [Manager] chatting with a maintenance staff member, I said hello, told him my name again, and he snapped that he knew who I was. I asked if he had any status to report regarding my new lease prices. [He] grew even more defensive, hastily saying that making up new prices takes a long time. I said that my asking was neither an accusation nor a complaint; that I was just hoping for some information regarding the progress he had made since my current lease was ending soon, and I did not know what I was supposed to do should a new lease not be finalized before that date.
The next day, [he] had coincidentally finished his research and happily reported that he would be able to reduce my rent hike from $100 to $40. ... He said ... I would have a new lease under my door by the end of that week.
[Monday night] I found a letter under my door from [Leasing] (dated July 17) cheerily praising my status as a valued resident, thanking me for my continued loyalty to [company], and offering me an opportunity to renew my current lease. I called [her] on the morning of July 20 and said that Mr. [Manager] and I had been negotiating my lease since May, that he offered me a new price and had promised to have a new lease drafted for me three weeks ago but I had not heard anything since. She very politely said she did not have any indication of these conversations in her file, but that she would contact [Manger] and sort it out with him.
About ten minutes later, Mr. [Manger] calls me at my office and curtly says, "[Leasing] says you want to talk to me." I said I didn't necessarily have to talk to him, but that [Leasing] had no knowledge of the conversations he and I had been having over the past two months. Mr. [Manager] mumbled that he was not at his desk and I said that was okay, but to let [Leasing] know about the discussions he and I had before she drafts a lease for me, because if the lease she writes does not have the price he had quoted to me on it, that I would return it for a correct one. Mr. [Manager] said that he "talks to 2000 people a day and he can't remember what he said to who" and said that he may have quoted me a new price, or he may not have, but that he writes everything in his notes. I offered to let him call me back when he had his notes in front of him and he demanded to know why he should do that. I said that I would not sign a lease that did not have the price on it he quoted to me before, and incredulously asked, "So if you know what the price is, why are we talking right now?"
I reminded Mr. [Manager] that it was he who called me. "So what do you want?" he barked, and I said all I wanted the lease that he promised me three weeks ago. He heaved a heavy exasperated sigh and started to complain about how busy he is when I interrupted him to say "don't start huffing and puffing about this." Mr. [Manager] began ranting and raving about how "I don't know him like that" and how he was walking at the time and that made him sigh , and how I "can't be speaking to [him] like some child" and that "nobody talks to [him] like he's a child".
I spoke to Mr. [Manager] "like a child" because he was acting "like a child". When I told him this, he shouted that the "conversation is over" and hung up on me.
I promptly called the [corporate office of the leasing company] customer service line and spoke to Sarah, whose professionalism and courtesy shined even brighter in comparison to Mr. [Manager]'s outburst. She very calmly and thoroughly took all of my information, listened to my situation, and repeated the information she had captured back to me. She then apologized to me on behalf of [the leasing company] for the trouble I have had to endure, and asked what resolution to the situation would make me happiest. I said all I wanted was the lease, and that I was willing to address the personnel issue regarding Mr. [Manager]'s inattentive service and irresponsible behavior at another time. I wanted what was promised to me three weeks previous to the hostility spat at me that morning. Sarah said she would arrange to have the lease delivered and asked if I would like to have Mr. [Manager] call me to explain himself and I declined. I would rather not have to speak with Mr. [Manager] about this or anything else again.
As coincidentally as the last time an angry conversation produced results, there was a lease with the agreed price on the floor of my apartment when I got home last night. A pattern such as this would suggest the only way to get Mr. [Manager] to perform his duties is to have an argument with him.
The letter goes on for a while and contains such points as Although this is not the first instance of this kind of treatment I have received during my years at [apartment building], this time I decided that allowing these situations to go unreported is only reinforcing the perception among the [apartment building] staff that such behavior is acceptable. and While Mr. [Manger's] inability to delegate duties to his staff, meet with his residents, respond to his phone calls quickly enough to keep his voicemail from overflowing, or to follow through with his tasks may or may not be an indication that his managerial skills are insufficient for his position; his demeanor in dealing with his residents (your customers) shows that he does not have the customer service experience or know-how to effectively serve the residents.
The letter will not reach the corporate office in this form. I got a followup call from Sarah the customer service girl today and she asked me how things were going. I told her I got my new lease, and everything was great. I said I didn't know what she did or said, but she did it and got through. I said it was a shame that it took intervention from the corporate office to get him to do it but whatever. She goes, "well, you won't be seeing him around your building anymore. You have a new property manager, her name is Jessica."
I got all fumbly and stuttered out questions about whether this was just one in a series of complaints, since it wasn't the first bad experience I'd had with him, and everyone I know had their own story. She said she wasn't sure. I asked if I should still file my complaint with the corporate office, and she said I should, so the right people can see it and know what's going on. Seems kind of like beating a dead horse if I keep it so scathing.
Well, I guess I get results. I just hope this is karmic realignment for all of the bullshit I've had to go through at this place between the rent hikes, moldy ceiling, stolen mail, etc. etc. and not a new cycle of negativity.