9/6/25
Unprofessional Front Desk Experience – Legacy Apartment Complex, Highlands Ranch
Date of visit: 3/8
I had an incredibly frustrating experience today at the Legacy Apartment Complex at 355 W Burgundy Street—one that cost them a potential long-term tenant and a lost commission.
I arrived for my 3:00 p.m. scheduled and confirmed appointment, ready to tour and lease a 2- to 3-bedroom apartment home. As someone who works in the medical field and was genuinely looking to establish myself in a new community, I was excited to find a place I could call home and contribute... meaningfully to the area. Instead, I was met with disorganization and complete indifference.
When I entered the lobby, I approached the front desk where a **young woman—medium complexion, in her twenties, mid-length black hair—**was seated. I let her know I had a confirmed appointment. She stared at me blankly and said, “I don’t have anything in my calendar.” That was it—no effort to investigate, no apology, no professionalism. Just a disinterested shrug.
I explained that I had spoken with a male staff member over the phone who confirmed my appointment. I asked her if there was anything she could do. Her response? “Sorry, it’s not in my calendar.” And that was the end of it.
Frustrated, I walked out to my car. There, I double-checked my phone and found the confirmation email with the exact date and time. I walked back in, showed it to her, and instead of taking accountability or apologizing sincerely, she again said, “Sorry, it’s not in my calendar.” When I asked why she didn’t try to do anything earlier, she said, “Well, I was going to, but you walked out.” I was standing right in front of her asking for help—and she made no move to assist me until I returned and confronted her.
Only then did she offer to show me a tour. By that point, I had already decided this was not the level of service or professionalism I want to deal with for the next year or more of my life.
This kind of disorganized and apathetic attitude at the front desk is unacceptable—especially in a property that expects people to pay premium rent. Legacy lost a serious applicant today, along with a commission for a 2- to 3-bedroom lease, due entirely to one receptionist’s incompetence and unwillingness to problem-solve.
As a healthcare professional, I would have been a great asset to this community—but I will not spend my money or time where basic respect and competence are lacking.
Reseña de Apartments.com