The Rail 2921 East 17th Street, Austin, TX 78702

"Applying to The Rail was my worst rental experience ever. When I mean worst, no other landlord or complex comes close. I applied for smart housing here 7-weeks before my move-in date. The leasing agent gave a good tour and informed me that the application process would take a month. After the tour, I decided to move forward. She gave me a list of required documents and specified that they only take cashier checks. I went home to dig up all of my personal ids, 9 months of bank statements for all of my accounts and, my paystubs, and my cashier’s check. Brought them in the next day. I sat at the leasing office for 2.5 hours explaining my bank transactions on paper and being asked so many unnecessary questions. I left thinking - imagine what they would require if I were purchasing the studio? Three weeks later, the leasing staff sent an email requesting more documents. I went in to submit them the next day. The staff asked about my current and previous employers contact information. She then sent a verification email to my current and previous employers. I sat there again for 2 hours writing and explaining bank transactions that obviously have details beside them. A few weeks later, I get another email requesting updated documents. I asked why? What happened to the two previous batches I sent? She told me those expired. All I could think was ‘they were current when I sent them’. So… I send them more documents. Didn’t hear anything from them for a while. I called three times as my move-in day got closer, and they couldn’t give an update. I spoke with the manager about my case and she said she would call back that day, but didn’t. Move-in day comes, I hear nothing. It has now been three weeks past move-in. No update from them, so I call. Leasing agents were playing phone tag. I call back to speak with the rep that helped me, and she said I need to come in for corrections. This would be the third time they’re asking for corrections, and the fourth round of sending loads of documents. The manager called me the next day to come in for corrections again aka come in to explain the transactions on your new bank statements, more documents, more paystubs, more emails to your employer, and more waste of my time. The Rail is literally playing with people’s shelter and livelihood. I would’ve been better off getting a rejection notice 3-days to a week after applying than them dragging the application process to eternity. Regardless of family size, It doesn’t take 2.5 months to make a decision on a rental application. Their compliance team is on a mighty pedestal. They’re so disconnected and unorganized. The smart housing here is a joke. They don’t intend on renting out their smart housing units. They would rather keep them empty and continue getting tax breaks. Don’t waste your time applying for their smart housing units. There are many other smart and market housing options out there to pick from. Their compliance department has no reason to treat applicants like tenth class citizens. Smart housing isn’t section 8 housing nor is it free housing. Smart housing tenants actually pay rent EVERY MONTH, and close to market rent at that."

"I've lived at the Rail for upwards of a year, and though I've personally experienced turbulence with amenities, safety/security, and resident behavior, I want to acknowledge how amazing the staff/management team is. Thuy and Britton are the leasing managers, and are always professional, compassionate, and receptive to feedback. They work very hard for all the residents here, and I appreciate their dedication and determination to better the quality of residential life at the Rail. The maintenance team is equally awesome. Jose is always very polite and personable. I've never had doubts about trusting maintenance into my apartment, and they work quickly and effectively! The cleaning woman is always very friendly, and she does an extraordinary job keeping the building, gym and hallways looking pristine. As noted, I've had personal issues while living at the Rail, but as far as feedback goes for those who work at The Rail, I acknowledge they're determined and always doing their best."

"I have nothing but good things to say about this apartment and it’s management! Despite the heavy load they have on their shoulders, they are always ready and willing to help with anything you may need. Britton has been especially supportive in the process of establishing our place here at The Rail, and we’re so grateful to call it home. Location, amenities, hard working management, The Rail has it all!"

"Upon arriving at the community for my scheduled appointment, I was greeted by a leasing agent (I didn’t get her name but the Asian lady with the office closest to the entrance) Despite having a confirmed appointment, she rudely informed me that she was not accepting walk-ins. It is important to note that I was not a walk-in, but rather a prospective tenant who had made an appointment in advance. To my surprise, the leasing agent proceeded to stand in front of the door, essentially blocking my entry and forcing me out of the office. This behavior was not only unprofessional but also disrespectful and left me feeling unwelcome. After that, I did not want anything else to do with these apartments and I wouldn’t recommend anybody else. It was a horrible experience."

"Love living here!! The building staff is kind with regular resident events, maintenance requests are resolved quickly, and it's a quiet community. Unbeatable location as well with the trail and the metro right next door. Keep it up :)!"