Villas at West Mountain

"They offer a waitlist option but disregard that and process applications newly submitted. They advise to call to check for availability and when you do they tell you they say the unit already has an application pending. What’s the waitlist for then? Why waste people’s time?"

"Apartment has flooded 5 times in 3 years. Management has left me with holes in ceiling for 14 months+. When they do send maintenance, the problem is poorly fixed and the problem soon repeats because of this. The company runs on little maintenance help for multiple different properties around El Paso. They have not hired anyone for maintenance from outside of their group, even when the problem is much too extensive for just the one maintenance person (who services all of their properties) to fix. No compensation has been offered. We have asked to move to another apartment multiple times and have been told there were no openings, only to find other people moving into recently vacated apartments. Communication from the office is difficult at best and nonexistent on many occasions. Emergency number is routed to an answering machine. Calls are not returned sometimes and you are left wondering what to do. Yearly inspections were performed, pictures would be taken, and notes were written down by management. Promises were made to fix the issues immediately, but we have been left waiting for that to happen. During COVID the excuse was made that they couldn’t come in because of the pandemic. Once restrictions were eased we were told that they do not have the staff to fix the issues. Quite a few expensive and some irreplaceable items have been lost in the multiple floods that occur. Nothing has ever been replaced by The Villas at West Mountain. No deduction has been offered. I still pay on time every month. When my refrigerator was making a loud rattle that could be heard throughout the apartment the management left me for months with the same loud, noisy refrigerator. Refrigerator was also fitted with with mismatched shelves inside that don’t go to the refrigerator and fall inside if they aren’t fit at exactly the edge of the lip that holds the shelves."

"Since moving into the apartments around 4 years ago we have had roughly around 4-5 different property managers along with several maintenance members. Lorenzo Lopez is the current property manager and thus far the best! He is very attentive and gets maintenance issues taken care of in a timely manner. I have seen him a couple of times engaging with the residents and building relationships, which the others have failed to do. Overall, my experience here has been a very pleasant one."

"The manager Laura is an absolute pleasure, she is very professional, respectful, and cares very much about the tenants and the property. She is always available and answers and handles maintenance orders quickly and efficiently. Overall she has excellent customer service and has done a great job in making the community better and making people feel welcomed."

"The community manager, Laura Rocha Martinez was quick to my complain of not having hot water. As she investigated she was aware that this problem had happened in the past and had maintenance solve the problem permanently by installing a new boiler. I am so pleased with the quickness and professionalism of the community manager. Thank you Laura!!"