Poor customer service
August 18, 2026 - Review from Apartments.com
I am extremely upset and disappointed with my experience at Vetra Research Park. What should have been a straightforward application process turned into an incredibly frustrating experience due to the lack of communication, professionalism, and customer service.
We applied to become tenants and were told that our application was declined, despite our monthly net income being approximately 10–13 times the monthly rent. We have no eviction history, no history of late payments, excellent credit, no ...
criminal background, and have primarily been homeowners rather than renters. Naturally, we asked management to provide a clear explanation for the denial because, based on our qualifications, the decision did not make sense to us.
What makes this situation even more frustrating and concerning is that we were told our application was declined, yet we subsequently received an email regarding a move-in inspection. How can we be declined and then receive move-in instructions? I have repeatedly tried to get clarification about this obvious inconsistency, but I cannot get anyone from the property to respond.
The situation is even more confusing because we applied at another property and were approved the same day. This made the experience with Vetra even more difficult to understand.
As a customer, I believe we deserved at minimum a clear explanation, professional communication, and basic courtesy. Instead, we have been left calling repeatedly with no response. If the leasing office cannot answer or return calls when a prospective resident is trying to resolve an important application issue, it raises serious concerns about what communication would be like after becoming a tenant. If there were an urgent maintenance or leasing issue, would anyone actually answer the phone?
I was particularly disappointed by my interactions with Lidia. After speaking with her multiple times, there was not even a simple follow-up to see whether another staff member had returned my call or addressed the issue. During one of our conversations, she also abruptly put me on hold without even asking if it was okay to do so. That interaction felt unnecessarily rude and dismissive.
After this experience, I have serious reservations about recommending Vetra Research Park to anyone. A property can look great, but good customer service and reliable communication matter just as much when you are trusting a company with your home.
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Property Manager Responded
August 20, 2026
Thank you for taking the time to share your concerns. We understand that receiving a decision you did not expect can be frustrating, and we appreciate the opportunity to clarify some of the process.
We do want to acknowledge your concerns regarding communication and response times. We apologize for the frustration caused by the difficulty you experienced reaching the leasing office and for any delay in receiving a response. We understand that when someone is trying to resolve an important application-related question, having calls go unanswered or not receiving a timely follow-up can be especially frustrating. Regardless of the outcome of an application, applicants should have a reasonable opportunity to have their questions directed to the appropriate resource and receive a response. We take that aspect of your feedback seriously and will use it to evaluate how communication and follow-up are being handled.
That said, we would like the opportunity to review the specific application ...
and communications involved rather than make assumptions based solely on the information in the review. We do not see the name listed here in our system, so we would need to know the name the application was submitted under in order to locate the application and check the process.
Regarding the denial, we send an Adverse Action Letter for all denied applications. This letter provides an explanation of the decision along with contact information for obtaining more detailed information. Our onsite team does not have access to the specific details behind an individual screening decision and is not permitted to explain or interpret those decisions. If you did not receive the Adverse Action Letter, we would be happy to make sure the appropriate documentation is available. To do that, we need to confirm that we have the correct email address associated with the application so the letter can be resent if necessary.
We also understand why receiving a move-in inspection email after being notified of a denial would appear inconsistent. Once an application is submitted in our system, a number of automated system items are generated or scheduled to be sent to the applicant. These communications are part of the automated application workflow and can be generated or scheduled based on activity within the system; they do not necessarily indicate that an application has received a final approval or that the applicant's status has changed. We would be glad to review the specific communication you received once we can identify the application.
We also recognize that the experience described regarding multiple attempts to reach the office understandably contributed to your overall frustration. While we cannot comment publicly on individual employee interactions or personnel matters, we can acknowledge that the communication experience described does not reflect the level of responsiveness we want applicants to receive, and we are sorry that your attempts to obtain clarification left you feeling that your concerns were not being addressed.
We value professional communication and understand that timely follow-through is an important part of the application process. At the same time, we cannot provide or speculate about the specifics of an individual screening decision in a public review response.
Please provide the name the application was submitted under and the correct email address so we can locate the application, verify the communications associated with it, and ensure you have the appropriate information regarding the application decision.
Please call us regarding our Parking Policy.