Venue Brookwood Apartments

I am extremely disappointed with how Venue Brookwood handled a water emergency in my apartment. While I was away, I received an email stating that my water heater had broken and water went to my living room and my second room closet and that I could call for more information. I called, and no one answered. I find it unacceptable to notify a resident of something this serious by email, tell them to call with questions, and then not answer the phone. There was also a security concern because someone was able to enter my apartment without any prior communication to me. When I questioned the property manager about who had access to my home, I was told who had been given access and assured they were working on the issue. This was Thursday. I returned home Saturday to find that nothing had been done. My carpet was still soaking wet, along with my clothes and shoes. I had been away for two days believing my home was being taken care of. Imagine if I hadn’t returned when I did. How long would everything have remained wet? The property manager later told me himself that he did not go back to check because they usually do what they are supposed to do. That response was shocking. This was a water emergency inside someone’s home. Assuming the work was completed instead of verifying it is unacceptable. It then took days to get the situation addressed. Throughout the entire experience, no one seemed genuinely apologetic or particularly concerned about what I had experienced. I eventually escalated my complaint to corporate, and corporate still has not contacted me, acknowledged my concerns, or apologized. Water heaters break. Emergencies happen. My issue is how Venue Brookwood responded afterward. The lack of communication, follow-through, accountability, security, and basic empathy has been incredibly disappointing and has completely changed how I feel about living here.

I really love living here. It’s peaceful (besides hearing ambulance and police cars, but that’s inevitable when you live in the city and has nothing to do with the complex). The entire staff is nice and maintenance literally responds within 24-48 hours! I mostly love how secure the complex is. It’s in a great location and the cleaner does a great job with the up keeping of the building. The ONLY reason I’m giving it 4 stars instead of 5, would be the constant pipe repairs this property needs. We’re not always notified 24 hours beforehand when the water is going to be shut off so it can definitely be inconvenient. Of course the email apologizes for their inconvenience, but that doesn’t stop the inconvenience. For an example, shutting off the water this morning at 7am and saying that it’ll be fixed by 9am when most workers have to report by 9am is completely inconvenient. If I could include one suggestion, it would be to have more resident events. I can count on one hand how many we’ve had since I’ve moved in last year in March, and when we did have them, we weren’t notified about it until the day of. Other than that, I love it here and just wanted to provide my feedback.

Venue is a great place to live. Convenient location, great value, helpful staff. Can't ask for much more out of an apartment complex.