Tierra Lashai
Oct 16, 2025
Frustrating and Unprofessional Experience with Madison at Melrose Leasing Office.
My experience with Madison at Melrose Apartment Homes has been very disappointing and unprofessional from the beginning. I scheduled an apartment tour several days in advance, only to receive an email from the Leasing Office Manager, Noelle Ekstrom, just 30 minutes before my scheduled appointment asking to reschedule for the next day. This last-minute cancellation caught me by surprise, and when I followed up, I never received any response or acknowledgment.
The following day, I decided to visit the property in person during my lunch break. I was greeted by Jacqueline Jones, a leasing agent who was initially friendly and helpful. She assisted me with a self-guided tour of one of the available floor plans, which I really liked. I was informed that the specific unit would be available for move-in by October 10th. Excited, I submitted my application the next day (October 3rd) and paid both the application fee and deposit.
Over the next two weeks, the process became increasingly frustrating. On October 7th, I was informed that my application had not been processed due to a system error and that I would need to resubmit it. Then, I was told my income had to be re-verified, even though I had already provided my bank login information through their verification system. I expressed concern about resubmitting sensitive financial information and asked if there was an alternate way to verify my income. I was told that the manager was out of the office and approval would be required for any alternative process. I complied with their requests and resubmitted everything as instructed.
By October 15th, I still had not received a clear update about my application status. I decided to visit the leasing office again, and when I arrived, there was a sign stating the staff had stepped away, so I waited in my car. Shortly after, Jacqueline returned and looked up my application, only to tell me that it had been cancelled due to a system upgrade error, and my information was never migrated properly. When I asked why I had not been notified, she became visibly impatient and dismissive. She told me she “didn’t have time to listen to me vent” and offered no solution. When I calmly asked if she was okay, she abruptly told me that our conversation was “over” and that I would need to make an appointment with her manager.
Her manager, Noelle Ekstrom, then appeared from the back office but informed me she had another meeting and asked me to return later in the day. When I returned at the agreed time, she stated she would process a refund for my deposit, but that the application fee would be non-refundable. Given that my application was never properly processed due to their system errors—not through any fault of my own—I believe it is only fair that my application fee also be refunded.
Overall, my experience has been marked by poor communication, lack of accountability, and unprofessional customer service. I spent time, money, and effort trying to secure a unit at this property, only to be met with technical issues, last-minute cancellations, and dismissive attitudes. I hope management and ownership take this feedback seriously and implement better communication and follow-through with prospective residents moving forward.
