Terrazas Owner LLC - Bait & Switch "Luxury" Building in Miami - Loss of Service and Excessive Rules - NO SERVICE
Terrazas River Park Village now Terrazas Owners LLC is a "Luxury" Rental Community in Miami's River District in a neighborhood also known as Little Havana... I was looking for a change from living in the busy Brickell area and decided to take a look at this property. I was helped by a very nice leasing agent by the name of Mayra Serrano. She gave me a tour of the building... Our first stop was in the lobby where she had the front desk greet me... She told me front desk would handle packages and requests 24/7... Then she also showed me how to operate the Espresso Bar that was complimentary to residents. We then went up to see the model unit to get an idea of what my unit would look like. The unit was gorgeous and it made me want to live there... We then made our way downstairs... She showed me the pool and gym area, the waterfront deck as well as the gate with direct access to the attached public park "E. G. Sewell park". I loved the idea of having access to a park because of my puppy Sam... After seeing the park I discussed my Dog with Mayra and she informed me that they were a VERY pet friendly building providing free waste bags and trashcans around the property to pickup after my little one. She at that point also informed me that there was a non-refundable $500.00 pet deposit required plus an additional $15.00 per month fee on my rent to allow Sam to move in with me. I was totally ok with all of that because It is standard procedure for most high-rises in Miami. We then made our way to the garage where she showed me the ample guest parking they building offered... I was very impressed and decided to get on a waiting list for the next available unit because the building was currently at capacity.
I signed my lease and gave all the required deposits to hold the unit for a move-in scheduled October 2013. When it was time to move-in, Mayra scheduled everything for me... She followed up and made sure I knew the rules for move-in... Everything went smooth besides a malfunction with the elevators that had my moving team wait about an hour. Finally all moved in, I realize I needed a Fob for the Residents Garage to park my car. I call Mayra to ask her how to go about this, She told me they didn't have any Fobs at the time and that for the time being I would have to call security to open the gate for me. This was EXTREMELY inconvenient considering I come and go pretty often... It took two weeks for this to get resolved and I finally got a fob. The parking space assigned to me was supposedly the ONLY space in the entire garage available since again she informed me they were at capacity. The space is directly attached to the wall where the resident gate opens... For me to get into this space, I need to pull in... Turn left and backup... All while the automatic exit gate is opening... I need to avoid the gate as I back up making it very risky... I've bumped my car into the wall before trying to rush into the space as other cars waited to enter the gate because I'd be blocking them. I was assured by Mayra and Daisy (another leasing agent) that I would be able to move spaces as they became available... I also needed a second space (at an additional fee) for my partner since he lives with me... They assured me multiple times moving me would not be an issue and that they could give me a few different options to choose from. It took a month to get the second space we needed.
My unit also came with some minor issues; My ice dispenser and garbage disposal didn't work... I immediately told this to Mayra because I didn't want to be held responsible for damages caused by the previous tenant. She told me it was no big deal and to make a maintenance request via the buildings online resident portal. I did as instructed. Nobody ever came to fix anything... I called to follow up and by then Mayra had been let go from the office... I was again instructed to make another request because the online portal had been reset. This did nothing to get my appliances fixed.
Fast-forward THREE months... I never get the new spaces I was promised, My appliances are still not fixed AND The building gets sold to a new company... The new company promised even more amenities and services to residents as well as significant upgrades/renovations to the property. I was very excited because all the new changes seemed to only improve my day to day lifestyle. That's where I was wrong. Quickly it became apparent that these changes were in a master plan to convert the building into a condo building for sale. The first thing to go was the Espresso Bar that I enjoyed every morning when I'd take Sam for a walk. I got over it because I saw it as a minimal loss... Then at least 30% of the Guest Parking area was reduced and renamed to "Sales Office Parking Only / Will Tow".... Guest parking became a nightmare and It has gotten to the point where nobody can come over to visit me. Then they sent out a notice to bring in all patio furniture "till further notice" because they would be painting the buildings... Weeks upon weeks pass and still no notice to tell us we could bring out our furniture and enjoy our balconies... To this day management cannot give me a date when I could take out my things... I have a lot of patio furniture and my living room is fully occupied. In this same notice.. It was advised that residents could no longer walk with their dogs via the lobby... Because they had added new furniture to the lobby... The only alternative was now to use the garage side doors... This means to pickup mail, packages, food deliveries, etc... I would have to go down 19 floors at least two-three times just to accomplish what I used to do I one trip... This is NOT very pet friendly at all. Other residents have agreed with me, We feel not wanted anymore by this building... The garage exit is not very well lit and dangerous considering the neighborhood. We even had a car stolen from our garage a few weeks ago... The front of the building where we would walk before is very well lit and security was close by...
Last week I decided to take my dog Sam for a walk in the park... Using the side entrance as directed. About 5 residents were their too playing with their little ones and enjoying the gorgeous weather. I decided to call it a day and head back to my unit... When I get to the gate, It's locked by a big new shiny lock... I had no access to the building. The other residents and I had to walk very far to the front street... Make our way around and then head back into the building. When we went to use the provided side entrance, It was blocked and roped off by the painting crews equipment. I go to the lobby to inform the front desk what happened. The lady at the desk told me NEW RULES... I asked her what rules? She told me that morning a new rule went into place that the park would be locked off at 7:00pm every night. This new rule was not mentioned in any of the memos the building sent out and I save ALL these memos... Mind you, The city opens this park from Sunrise to Sunset... Daylight now a days stays out till almost 8:30pm... Why wouldn’t the building follow the same hours of operations?
Then I was also informed my daily food delivery (Low sodium food for my health) was not allowed to be received anymore at the front desk…. I’ve been doing this since I moved in and it was NEVER an issue… It gets delivered around 8am and I pick it up on my way out to work around 9am… This was the last straw for me... I am a responsible tenant and always keep my unit very clean... My rent is always paid on time... I barely contact management for anything... I again bring up all these issues with management and they tell me they will get back to me... After several attempts to resolve with them... I was forced to send them a Certified letter so I'd have proof that I've made these requests and nothing had been done by the Terrazas Management. I follow up this letter with a call, Management tells the front desk to tell me that they were too busy to take my call and that they would call me back. That call came almost a week later telling me they would not move my spaces or address any of the complaints and issues I had... They did however fix my appliances after almost 6 months of living here! I've spoken to many of the cleaning crews and maintenance staff, They've informed me that the building has many empty units and don't understand why they would give me such a difficult time about the parking situation. I've take photos at late night hours as proof that the upper parking floors and lower floors have an obscene amount of empty spaces...
Management simply does not care about the residents they already have... They have even offered residents a free months rent to move them to another building so they could sell more units... Anyone driving by this building seeing the "Now Leasing" signs, STAY AWAY AT ALL COSTS!
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