If your condo community wants a seamless transitio...

If your condo community wants a seamless transition from one property management company to the next, then this is not the company for you. The "client services" (I use that term VERY loosely) department was less focused on empathetic customer service and more focused on being combative. From poor excuses such as "I don't keep the property manager's schedule" and "The property manager could have had a long weekend" (when I asked Giselle a basic inquiry of when I should expect follow-up after 3 DIFFERENT business days of inquiring from 5 different Heritage staffers when our overflowing trash would be picked up) to "No, I can't allow you to file a complaint with anyone other than your property manager" (when asked to speak to Giselle's boss after her combative responses and this unorganized transition). Giselle even hung up the phone while I was still asking for her supervisor. Despite the poor service specifically from the "customer service rep" Giselle, the actual property manager Shabia was VERY responsive ONCE I was connected to her after 3 different days of the run-around and she was willing to provide basic customer service such as "I will get back to you early next week" and she actually did! I know that should be standard but with the Heritage staff I encountered, it is not! Shabia is a 5-star property manager but the "customer service" (again, I use that term VERY loosely) rep. answering the phone deserve negative stars. Heritage, please work on the demeanor of those answering the phone and hire people with empathy, ESPECIALLY during a community transition.

UPDATE later the day on 10/25/2018
Based on this review, I received a follow-up email from the Director of Client Services, Erica Schneider, who was very apologetic and shared how she has worked, since this review, to correct it with the staff. Thank you, Erica, for your responsiveness. You, like Shabia, offer 5-star service! For now, I will leave my overall Heritage review rating the same but I am open to improving it as I continue to have a positive experience with Heritage.