Anon

Sep 15, 2023

Terrible customer service and absolutely no logic

Similar to other one star reviews, it is startling how alike our complaints our. Our new build block only opened 2.5 years ago. In that time, we have had one meeting with Urang, and that was earlier this summer and was the result of several leaseholders agreeing to collectively withhold service charge payments. Unfortunately, no update following that meeting nor actions followed up. The person who held that meeting was an assistant account manager and I feel for him, he clearly doesn’t have the delegated authority we need to get resolution on our issues but nor does he appear to be escalating them or signposting us on to someone with the right level of authority. I have reams of emails and calls over the two years that went unanswered, but be sure, they are quick to make contact when payments are due. The left hand doesn’t talk to right hand, interest is building up on unpaid service fees yet the accounts team know this is because they are in dispute (over the quality and actual validity of the breakdown). Similar to Rodrigo’s comment, I had to be the one to advise them of having solar panels on the roof. I was also the first person to take a metre reading on their behalf. All of our complaints and concerns surround discrepancies and inconsistencies in the accounts and quality of service on the ground. We aren’t being unreasonable and simply want to have a logical conversation with someone but this never happens. It’s honestly borderline gaslighting the way they dismiss or ignore everything you point out to them. The most recent exchange I’ve seen from them puts down our concerns to “the cost of living crisis causing people to lash out at property managers”. Yet we are a small block, all young professionals and we can and would pay, all we are asking for is the quality of service expected of such a company. Unfortunately that hasn’t been our experience and is infuriating how such a poorly run company is making such profits off residents.