JoiMei Clark

Review of Gateway at Lubbock

I have changed my Star review from 1 to 3. Thankf...

I have changed my Star review from 1 to 3. Thankfully, and finally after 3 days, my daughter is now in the appropriate unit. In those 3 days with no response or ability to reach anyone it was extremely stressful, but finally, Travis Jamison from Cardinal Group responded to me via email, and he had Hayley from the leasing office send my daughter a resolution email.

Cardinal Group absolutely took ownership and resolved EVERY issue and we are appreciative for that. I hope in the future, it will be smooth for all residents and future residents. Again, thank you to Cardinal Group for taking ownership and ensuring my daughter is now ready to peacefully begin her senior year at Texas Tech. While we didn't like how this felt, along with all the time it took out of our schedule and extra dollars, I'm just glad it's finally resolved. I wasn't sure Cardinal Group would follow through, but they absolutely did in the end.

**UPDATE (8/22/18 - 3:01 pm CST): I STILL have not received a call back yet from anyone. Because this is the 3rd day that my daughter is stranded, and NO ONE at THRIVE or CARDINAL GROUP will answer their phones or return a call, I asked my daughter to physically go into the THRIVE office and wait until a physical person will help her. Hayley, apparently the manager, who Travis Jamison said is AWARE of my daughter's situation, still shows absolutely NO CONCERN, EMPATHY, OR URGENCY to help us resolve this situation. Instead, she is choosing to make my daughter wait in their office for an hour while she is on a so-called conference call/meeting. So again, why is it so hard to get a return call or ANYONE at all who cares to help??? **

**UPDATE (8/22/18 - 11:30 am CST): I have not received a call back yet. I am aware that Travis Jamison from Cardinal Group responded on this review, but I immediately contacted him yesterday and am still awaiting a callback from resolution. No contact from Thrive or Cardinal Group Management as of yet.**

BEWARE - THINK TWICE

We are awaiting a callback from the owners and management of Thrive Apartments. In the meantime, my daughter has been stranded for over 24 hours and can not get into her unit because of the mismanagement of the Thrive Staff under the direction of Cardinal Group Management.

#1 - She was promised her stuff would be held for when she returned. They discarded it and/or lost her belongings to the tune of $1,500.00 in value. Haley and David were the ones who she spoke to when these arrangements were made.

#2 - She was promised a newer unit with wood floor, but rather was given a unit with carpet that has an excessive smell/odor of cat urine and feces. My daughter stated that the manager even agreed, but advised they can not do anything.

#3 - She was a resident with Thrive last year as well, and had difficulty getting cockroach and bug issues resolved, along with malfunctioning items in the apartment, but she thought with a newer unit, this would be resolved. Again, just be to placed in an older unit as described in #2.

BEWARE and THINK TWICE. I will update my review if this is resolved by this management company and/or owner.