The Flats at Shady Grove

Horrible customer service the place look like trash! They also never give my deposit back

I moved out about 6 months ago and have yet to get my deposit back. I have tried contacting the leasing office and have not gotten a response back, even went there once and was told to keep waiting. Obviously a lie. Just save yourselves the money and don't come here, very unprofessional leasing office.

Trust me when I say this - Don't waste your time and money. I hardly write negative reviews, but this place needs major improvement. The new management, Brick Lane, and their current staff are not as professional as the previous group. So many issues, unreachable, and are irresponsible. Apparently, they "accidentally" charged another month despite tenants following proper procedures and took MONTHS to refund because it got lost or was not documented promptly. Yet, didn't get an apology. I guess it's just so difficult to say "I'm sorry."

So much to say about this place.. I lived here for 2 years and at first it was fine it wasn't until the last 6 months that completely drove me out and ruined my experience here. Constant repairs with water and a/c, constant smoking everywhere (even though its prohibited), constant noise, pool never opened (didnt get to use it once in two years), unusually high utility charges (even though I traveled a lot). The absolute worst thing though was a large group of people who decided to spend all summer outside in the public courtyard drinking, smoking, being obnoxiously loud till late hours and sometimes even getting into physical altercations with each other. This was the most obnoxious, ridiculous and inconsiderate group of people I have ever seen. The rest of the residents and myself had to endure them this summer as nothing other than a few emails from management and the police coming by a few times, didn't really change much. Speaking of the police, my last few weeks there, the police came by numerous times for various reasons and one time I even counted 9 cop cars there. Definitely didn't feel safe there towards my last few weeks. My point is, it is cheap but it comes at a great cost. A lot of nasty people, a lot of trash and smoke, and definitely a lot of noise, very little being done about it.

If you can afford to pay extra for an apartment every month avoid THE FLATS. Although conveniently located in Rockville, MD with lots of nearby places to eat and shop the property is old and needs a complete makeover. You also need to be prepared when you receive your water and electric bill they seem to be generated randomly because during my stay with them no one could tell me where my meter is? and why I am being charged with an exorbitant amount of electricity and water each month. Security is an issue as well people can enter the building anytime; the only units that have limited access are situated in the 3rd floor but the rest of all the units are accessible just make sure you lock your door or better yet get a dog.

Its awesome..no issues at all..friendly staff..peaceful area

I have had nothing but bad experiences with the multiple management companies that have overseen this apartment complex in the last year alone. From the onset, I was promised an apartment like the apartment I was shown, however the one I got looks nothing like it, and has carpeting throughout (even in the kitchen) and was filled with trash during the time I was supposed to move in. One of my biggest complaints has been the overcharge of utilities, they will charge $60 minimum/month for water if you live in the smallest apartment and upwards of $200 /month if you live in a larger one, regardless of actual water usage. Management promises to fix things like billing and issues with broken or missing amenities, but they never follow through. In addition, although the property states it is non-smoking, there is abundant smoking on location that lingers in all neighboring apartments due to poor air flow. When I cook, my apartment smells like that food for the next week, even after opening all windows (which do not have screens) and doors and putting a box fan in them. Would never recommend this place.

The Flats at Shady Grove new management are really the best! They are so responsive, caring, and they are really quick on doing our requests.

My lease is up in February and I can’t wait to leave. Here are the details. I wish they would just cancel the lease and let me move out because I’m anxious to get away from them. #1: the payment portal is sketchy. You have to pay your utilities through the portal and there is no breakdown, so you can’t see what you were charged with. My monthly utilities for the studio were around 60-70 dollars usually when I moved in April 2017. The last 4 months it has been double that amount. Front office does not respond to my inquiries why I am getting double charged so I opened an investigation with the City of Rockville, which is currently in progress #2: the front office must be leasing to sketchy people, every month you can see vacate orders taped to a lot of units. A few people have been forcibly evicted because their property was dumped out on the little grass area facing piccard street. I’ve a livelong renter and I’ve seen people get evicted and it is sad, but I have never seen property get dumped out by the street like that. If it happens to them it can happen to you. #3: They are always having to shut off the water and/or AC and heat because something broke. They installed a new digital thermostat in my unit a few months ago (about the same time my utilities doubled, what a coincindence) but since it got colder, the unit will not blow hot air. I will have to open like the 4th or 5th service ticket this year for a faulty AC or heater. #4: Management will not respond to any communication, ever. Plan on having to go to the front office to confront them frequently if you want anything accomplished. #5: the aforementioned payment portal, ah, so many stories. Last summer 2017 around August, every single resident got a past due notice on their front door about being late for their utility payments. It turns out they hadn’t tied their own internal system to the portal yet so they couldn’t see who was paying their bills and who wasn’t, it simply showed everyone was behind. So instead of figuring that problem out, they took the time to print out a notice for every resident then went around and taped those up. This right here should show you the problem solving ability of the front staff. #6: watch where you walk. There is dog crap all over the property, which tells you a lot about your neighbors. It’s also a non smoking property but there are butts everywhere you look. #7: Plan to be somewhere else 4th of July

Really the apt is very comfortable to live the space in the rooms and the bathrooms is in accordance to the expected, the people who work in the Office are very educated, collaborating and always ready to help you in whatever you need. I like the activities they do to keep the community of the fit in contact, a good opportunity to get to know each other.

When I moved into The Flats, I was excited by the price and the location. It's close to the metro and it's significantly cheaper than most apartment complexes in the area. Here's what to be wary of prior to moving into this apartment: 1. The Staff: The staff changes monthly, which leaves a lot to be desired in terms of leadership, organization, and general stability of the staff. There's rarely someone available to answer the phones if you call or if you'd like a tour of the complex. And if someone is there, they're usually working by themselves, and therefore are unable to give you full attention as they're juggling the job of several different people. 2. Packages: though The Flats is working to remedy this situation with locked amazon package containers, all non-amazon packages are relegated to a room that supposedly only the Staff can access. You can only get packages between 10 am and 6:00 pm (if the staff actually shows up on time and isn't too busy with their other responsibilities to go to the package room and get your package). The Flats does not allow mail carriers to deliver packages to your front door because they say they want to make sure packages aren't stolen. Unfortunately, two of my packages were stolen FROM the package room (as in the contents of the package had literally been cut out of the packages, while the boxes remained in the package room). When I asked the staff about it, they didn't apologize or have an explanation. They also didn't have a way to stop this kind of thing from happening again. 3. Living conditions: When I moved in, I was assured by the staff that they were making great strides in renovating the exterior of the apartment complex. For the year I lived there, no exterior changes were made. The exterior is often dirty for several reasons. The cleaning staff rarely cleans (I've watched them several times sit on the stairs and hang out but I've not seen them clean anything as of yet). The apartment staff hasn't figured out how to keep the trash situation under control, so there's often trash all over the parking lot. Though the equipment in the gym is pretty new, the AC is broken. It's been broken for at least a year, which can make the gym a literal sauna in the summer since one whole side of the gym is just huge windows for the sun to blaze into. If you're looking for a more long term apartment complex with a good service staff and a nice facility, this isn't for you. You get exactly what you pay for.

I lived at the Flats of Shady Grove, a community managed by Kettler, for a year. I moved out three months ago and still have not received my security deposit. Every attempt I make to contact the community has been deflected. I always receive the same message “we will send the message to the manager and they will call you back, is this the correct phone number and email?”. I’m certain this company is a scam. I simply want my money back. I’m currently taking legal action to resolve this issue. If you enjoy being ignored and having your money taken from you, join a Kettler property today!

I have lived on this property since the end of June 2017. I initially had hope that there would be improvements, but it just hasn't happened. Like others have reported, they spend a lot of time maintaining the main office building, but inside of the community it is a mess. Housekeeping does not properly clean outside areas, trash is left in stairwells from inconsiderate neighbors,and the structure of the buildings are in desperate need of repair. Messages to the property manager and staff go unanswered, and getting through by phone is always a challenge. Despite the property claiming to be "non-smoking", there are often residents smoking, drinking alcohol and loitering in plain sight in the parking lots. Residents also allow their pets to urinate in common areas, in the elevators, and on the sidewalks. If you are considering renting here, make sure to walk through the entire property, inside and out.

The customer service is amazing and the property manager is so helpful!

The Flats has a lot of positives, and a lot of things that can be improved upon. Two of the biggest pluses are the location and the affordability. The location is in the heart of endless shopping/dining/entertaining options and you can get anywhere in the DC area pretty easily. The metro station is about a 5 minute drive away as well. In the Shady Grove areas, these are far and away the most affordable apartments you will find. The biggest negative so far has been the lack of communication from the front office staff. I've never lived in an apartment before where nobody contacts you back. When I've contacted the front office with issues, it has taken days of repeated calls and messages to get a reply, and many times I have never gotten a reply, so I just have to go in person to get my question answered/issue resolved. I know that everyone is busy, but I would expect a follow up call within that day, even if it is simply to acknowledge when they expect to be able to get to resolve my issue. The other big negative is the online billing system. From day one it was showing an incorrect balance and after numerous times of working with the office staff, the balance would still be incorrect. I think finally after months, it is appearing as accurate but I will have to wait and see. Again, I've never had this problem with any previous apartments. Other minor issues are that the exterior of the apartment complex is not very attractive, currently. That is why you'll find very few pictures online of the exterior of the building, although they are repainting the flooring/stairs. Also there are a ton of flies all over the apartment and no screens for the windows, so you risk flooding you apartment with flies if you open them up. Overall I'm happy, but there is definitely room for improvement.

This is one of the best new apartment home communities in the heart of Rockville. At the Flats is all about the living experience, the management and staff goes out of their way to ensure your move in experience is flawless and once in that you feel happy in your new home. Transportation ease are among the best with 1-270/370 easily accessible and commuting in the metro is a breeze with Shady Grove metro nearby. Plenty to do for all since the Flats are strategically located within a mile of the Rio Entertainment Complex, Rockville Town Center and King Farms. And another star is that the management is continuously improving the property with state of the art renovations and tenants amenities.. Great Job Rosalinda and the rest of the Flats team!

The management is great when they want you to lease but it's all downhill thereafter. Rosaline the manager will never call you even after leaving her 5 messages. No one else in the office can help you with anything. The place always has trash dumpsters overloaded. Took 6 weeks to get my ice maker fixed. They never cut the lawn. An overall disaster.

I love my new apartment. There isn't alot of closet space so be prepared to be creative with buying furniture with storage options. Maintenance is not always very responsive and the front office staff could use some training, they are not very professional. The outside looks like a tornado hit it and it's not very appealing on the eyes. The grounds definitely needs a serious makeover. If you can get past the huge eye soar outside, they have a nice community room, pool and gym.

My husband and are new tenants here and we absolutely love. Rosaline Bangura , PM, brings with her true Southern Hospitality. That is exactly how we felt from day one. We had a couple of issues with the apartment and everything was taken care of the very next day! This means so much to me coming from a hotel management position. We thank you ladies for all the hard work. We are very happy! Thank you!

This is the worst place I've ever lived. The staff is rude and seems to be untrained, the areas that aren't on the tour are filthy, there's no recycling, and the appliances keep breaking. I would go into more detail, but I don't want to include any identifying information.