Highlands at Sugarloaf

Angela was super informative and professional. The community is really nice, but the service is what sealed the deal. I really appreciate that!
Mar 19th, 2024

The Staff is great and the Maintenance team is quick and professional
Feb 23rd, 2024

Jae Yook has been a phenomenal help in my move-in process. He helped me from the touring process all the way through signing the lease. I had tons of questions along the way and he was very responsive and helpful. He was detailed and informative for the move-in inspection as well. The Highlands has exceeded my expectations thus far. The grounds are kept clean, the gate is secure, and the apartment is in great condition. My hope is that they will continue to exceed my expectations, which I am confident that they will, especially with Jae on the team.
Feb 18th, 2024

The staff are amazing and they helped me move in quickly!
Feb 15th, 2024

First year I lived here, Hannah was absolutely amazing! Great hospitality, extremely welcoming and accommodating. We would see her out and shed always have the biggest smile, offer us snacks/coffee, play w/ my kid, my golden retriever and ask how we were doing or if she could help. She truly made this place feel like a home. We moved here from the Midwest and felt proud of our decision to choose highlands. After the 1st yr, we got an offer to renew and I decided to resign. Now there is new staff, Jae in particular. Since Jae has started my experience w/ highlands has been nothing short of devastating and disappointing. I feel extremely bullied literally every month for rent money. It first started when he called & tried to over charge me for rent and I explained to him my renewal offer for a lower payment, he literally argued w/ me stating that this offer was not true and I must pay the higher amount or a month to month amount. I then had to email him my renewal offer as proof... this was my first experience with Jae, first impression. He introduced himself to our family by accusing me of lying and asking for more money, its been more of the same since. I feel targeted as if hes stalking my accounts and payments. I called the office (unfortunately he answered) to let them know I only had cash one time and was on my way to deposit it in my bank to make payment, I had never been late on rent before and it was the 3rd. I just kneww it wouldnt be a problem. WRONG. He locked me out of my portal, charged late fees, and told me I had to go to Kroger to make a WIPS payments. I was devastated. I didnt even know what WIPS was, this had never been my experience here before... He then started harassing me to resign my lease agreement stating that he forgot to put things in the contract... He began calling multiple times, stopping me out in public, and messaging/emailing me constantly to resign the leasing contract. This seemed odd to me. He locked my portal 1/9/2024 & Ive been unable to make payments via portal since. I sent an email to the leasing office about this in which he reopened the portal this morning 2/5/2024 and pretended as if he didnt know how the issue occurred blaming it on the system. The system didnt do this until he began working here. He then told me since its back open I have to pay now or I will be charged $250 in fees. Now? I am at work, he locked the portal and my partner is at work and wont be able to make a payment until after 5pm. He said the system will charge automatically. I then questioned why this had never happened before!? He then hung up and called back 3 minutes later saying well I have 2 hours to pay or I will be charged $250 in additional fees. Again, my partner wont be home until after 5pm. This feels like some type of extortion mob. Ive been charged over $1000 in additional fees since Jae has started here. Rent is already ~2k so Ive paid ~2500 twice now and hes apparently adding an additional fee in 2 hours due to HIM LOCKING MY PORTAL! Ive had to go to Kroger twice now to make WIPS payments because I couldnt access my portal online. He is the biggest bully Ive come across. I am now nervous about going to the leasing office to even workout because of his harassment. Hes turned this into a money haggling environment. This seems to be just a job for him but this is a home for the residents! This is where we are raising our family & children. Jae has the worst customer service Ive ever experienced and has made my stay at highlands extremely unpleasant. Nothing about this place feels welcoming, homey, or friendly anymore. It is sad to see this place become such a hostile environment as it was once a safe haven. Ive found out from neighbors that apparently swapping leasing agents is a regimen here & that lack of retention is alarming. I will note that the maintenance guys here are nice. Ive created a relationship w/ two of them & will be sad to no longer have them servicing me once I move as this has been a subpar experience and I will not be renewing.
Jan 15th, 2024