The Reserve San Antonio

"illegally charging me pet rent for my emotional support animals after accepting documentation, and took the pet deposit still for themselves only giving me essentially "store credit" to suck back out for rent. they just say "oops sorry that's how things work! can't give you tangible money back""

"I lived here 2019. The experience was terrible. The day I moved into my unit, the unit was not cleaned from the last resident. My roommate and I had to spend the first few hours cleaning the apartment instead of actually moving in. We called the office to let them know, they eventually sent one young girl with a bucket to help us clean…. We didn’t ask much of her. Secondly, our couch was disgusting. It had white marks all over it, crumbs from old food under the cushions, trash, etc. It was so gross, it even smelled. We asked maintenance to replace the couch for us, someone came and told me that the couch we have was brand new and the white marks were from paint on the walls. I told him about the grossness under the cushions, he looked and said “you did that.” My roommate came out since she heard him raising his voice. The manager came by the next day and apologized for the other guys behavior and replaced the couch for us himself. He let us know that any future maintenance requests will be handled by him personally. Next time we had a maintenance request, it was not handled by him but actually the guy that had given us issues about the couch. Next, we did not have a TV at move in. We asked maintenance, they said they were ordering new tvs and we would get one when the shipment arrived. We eventually received a TV, but it wasn’t new. We knew this because it was still logged in on Netflix and other apps from the previous user. I didn’t mind it wasn’t new, but why make us wait and why lie? This came up with the couch situation, because it was the same guy that told us we had a brand new couch. Then of course, as many other reviews still mention, there were shootings and robberies. The first shooting was on Halloween, another happened before I moved out the following March. The robbery (Dec/Jan?) took place on a first floor apartment of all girls. Because of COVID, I moved out in March. I was trying for days to call and email the office to discuss this but could not get a response. Eventually, I sent an email letting them know if they did not respond that my lawyer would be reaching out to them, I received a response within the hour. Although, not a helpful or friendly one. A response is a response though I guess. I paid off the remainder of my lease, returned my keys and stickers, filled out the move out form, and the office let me know they would sign off on the move out check. My roommate moved out at the end of our leases intended month in July. In August, although I had given my move out confirmation in April, I received a $50 trash fee charge. Likely from trash my roommate left behind, but I was not present at her move out nor months before. Being completely honest- student housing around UTSA is not the best. Management is one of the most important things when looking for a place, and management at student housing here does not respect students. There are better options than this complex though. This was my experience in 2019/2020."

"Shootings, break-ins, burglaries, vandalism incidents. No cameras, no functioning security gate (the exit gate stays open 24/7, allowing anyone to come in), and bad management! My sister’s apartment was broken into and almost set on fire. The San Antonio fire department, police department, and arson bureau are all investigating. No surveillance cameras at the apartment make this case difficult to find out who did this, and a security gate that is always open makes this situation possible to happen again. This is all due to The Reserve’s horrible management!"

"This is definitely the worst experience I have had with an apartment complex so far, Management is basically nonexistent and no one ever answers my calls. I have been trying to get in contact with any property manager to discuss a dispute I have for a “CPS Charge” I had on my account once I moved out. I contacted CPS myself like they instructed and they concurred with me that I never paid an electricity bill late and they don’t know where this charge from the apartment complex is coming from. I sent in proof of every bank statement and payment confirmation to their assistant property manager, ERIN SULLIVAN, and they are still refusing to get back to me. I have tried calling to discuss this in person and they keep deflecting the situation. Erin never got back to me and I have been emailing her for the past three months to get this settled. Not to mention when we first moved in the apartment was filthy and the couch was all ripped up and smelt like dog pee. We put in several work orders to get this couch out of our apartment for 2 YEARS, and they never did anything about it. Whatever you do, do not move into this apartment complex"

"I really wish they had better reviews because I like it here. The place itself is nice it’s gated there’s a pool (that is always closed) and fitness center (with only a treadmill and punching bag), parking isn’t too bad. Working with the front staff , miscommunications and fixing issues are what make me give them a 1 star. There is a high turn over rate of employees so tenets have to probably explain things over and over. If you take over a lease for someone the front office WILL NOT clean out the unit for you. Honestly they won’t even check the room before your move in. In my case they did not have my mail box key right away, when they did it was the wrong cut. Took a few months to get my mail box key. Then to find out that the mailboxes get broke into quite often so now I can’t send mail or packages to my own place. There seems to be little to no effort done in the security of the mailboxes or fixing them (because someone would just break in again. Pictures below of mailbox and pool: If you do get packages they must be in your name, you cannot pick up for your roommates and you HAVE to show ID. Staff is not consistent with this policy nor is there proper communication or email to tenants of policies."