Icon Management Leasing Services - Kalamazoo, Michigan

Sydney W.

I can't thank Brittney enough for her amazing support. She was always quick to respond to any issues I brought to her attention and went out of her way to make sure that everything got sorted out. She was always so kind, understanding, and eager to help.

The leasing process was straightforward and quick. Whenever I had any maintenance issues, the portal was easy to navigate and the maintenance team would be there within days to fix the request. The maintenance boys were always very kind and respectful with great communication about when they'd be stopping by.

Michelle was also amazing! When there was a small billing mishap upon move out, she called me personally to apologize and reassure me that she would get it fixed asap. I really appreciated the sense of urgency! (:

Overall, great experience and a team that is willing to work with you and take accountability for any issues that arise.

Sydney S.

**Renters Beware**

I would never recommend renting from this company. When I was renting from icon, my ceiling collapsed due to a leak in the roof that went unresolved. The insulation above my apartment was wet and heavy, causing the ceiling to collapse.

My apartment was unlivable and it took Icon months to complete the repairs. I ended up renting a different apartment while the repairs were being done and ultimately paid for 2 leases at the same time. It was a renters nightmare and ended up costing me quite a bit of money. As a college student, this caused a great deal of financial stress.

Try to avoid renting with Icon, Jakobson Management and Lukeman are much better options.
Pictured below is my living room with the ceiling damage.

Danielle C. P.

They will take what they can during move-out. Be careful and make your own checklist and take many many photos of every single imperfection! You don't want to get stuck with paying for broken things for a 70+ year old house like we did. They have no shame and will gladly take every penny they can!! ZERO stars if I could.

Nacoya H.

For some reason this company feels it’s ok to not deem a non working refrigerator an emergency. With the price of groceries allowing a renters food to spoil because the fridge is not working and recommending the renter buy an ice cooler to store their food is insane to me. I understand appliances stop working but when it comes to appliances that store food it shouldn’t be taken lightly.

Brianna T.

If you're a college student they are fine for the price, but save yourself the hassle and rent somewhere else if you're not in that position. My top reasons for this rating are:

1. Moving in:
1a. Organization: We were given the wrong set of keys two different times, and on moving day, the last thing you want to do is go back a third time to the leasing office.
1b. Apartment Preparedness: It was dirty. We called to ask if they cleaned before our move-in, because they charge a cleaning fee, and they said they would look into it and never got back to us. Please see the attachment to observe the state of the toilet on day one. Additionally, there was painting equipment, sawdust, and tools in the living room that they forgot to remove before we got there.

2. Maintenance
2a. Maintenance workers: Rob is great, 5/5 starts. Another maintenance worker we encountered made odd comments to one of the residents about the other residents. That was weird and uncomfortable.
2b. Timeliness for emergency maintenance: It is not reliable for actual emergencies. It is generally responded to at the same rate as other maintenance issues which usually require a call(s). The worst instance was our carbon monoxide alarm going off in the early morning hours and continuing to have to call multiple times to get help. We were assured it was okay since they did eventually come and measure CO2 levels which I appreciated; however, the alarm did not stop randomly going off and it was terrible. We later got charged for one of the detectors not being up which we took down because it would not stop. Being charged for a missing detector would be reasonable if not for the situation that led up to it. Also, the detector was left in the house, just not attached to the ceiling, which I was told was why we received that charge.
2c. Apartment request to enter: They often did notify you, or you could preemptively provide permission, but this did not do this 100% of the time. This was not okay, especially if it was a woman by themselves answering the door to someone whom they may have not seen before (which did happen).

3. Property Issues
3a. Construction: My bedroom window was made of plastic, not glass, which was downright miserable in the winter and not something you could notice on an apartment tour.
3b. Squirrels: The pest control guy called our apartment a zoo. The squirrels would not get out of our walls. He had to come back a bunch of times, and at the end of our lease, we were told the rent would be going up if we wanted to stay. I can only assume this was due to the "zoo" since this went on for months. They phrased it as: "An increase is warranted at this time to cover increased costs associated with operating the property".

Jacki M.

My husband and I were pleased to work with Icon Property Management. In the 10+ years that we used them, we never had a worry about how well the property was being managed. We sincerely thank them for their had work and attention to detail.

Mark

I have been using ICON as management company for 4 months at the time of this review. So far they have been good. Repairs have been taken care of in a timely manner and they have done a great job staying on top of all issues/leases/requests/etc. They do a great job finding root causes of cases and followup on landlord requests for property improvements and new lease updates.

Update: They have become understaffed and unable to reliably take care of my properties. Make sure they have a new, reliable maintenance team before engaging as a new client. I no longer use Icon.

Blake

Brittany was responsive and helpful. The tenant portal was easy to use, staff followed up to our maintenance requests in a timely fashion, we weren’t hassled when we lost our mail key, and provided us with multiple options when renewing our lease.

Sydney W.

I can't thank Brittney enough for her amazing support. She was always quick to respond to any issues I brought to her attention and went out of her way to make sure that everything got sorted out. She was always so kind, understanding, and eager to help.

The leasing process was straightforward and quick. Whenever I had any maintenance issues, the portal was easy to navigate and the maintenance team would be there within days to fix the request. The maintenance boys were always very kind and respectful with great communication about when they'd be stopping by.

Michelle was also amazing! When there was a small billing mishap upon move out, she called me personally to apologize and reassure me that she would get it fixed asap. I really appreciated the sense of urgency! (:

Overall, great experience and a team that is willing to work with you and take accountability for any issues that arise.

Sydney S.

**Renters Beware**

I would never recommend renting from this company. When I was renting from icon, my ceiling collapsed due to a leak in the roof that went unresolved. The insulation above my apartment was wet and heavy, causing the ceiling to collapse.

My apartment was unlivable and it took Icon months to complete the repairs. I ended up renting a different apartment while the repairs were being done and ultimately paid for 2 leases at the same time. It was a renters nightmare and ended up costing me quite a bit of money. As a college student, this caused a great deal of financial stress.

Try to avoid renting with Icon, Jakobson Management and Lukeman are much better options.
Pictured below is my living room with the ceiling damage.

Nacoya H.

For some reason this company feels it’s ok to not deem a non working refrigerator an emergency. With the price of groceries allowing a renters food to spoil because the fridge is not working and recommending the renter buy an ice cooler to store their food is insane to me. I understand appliances stop working but when it comes to appliances that store food it shouldn’t be taken lightly.

Brianna T.

If you're a college student they are fine for the price, but save yourself the hassle and rent somewhere else if you're not in that position. My top reasons for this rating are:

1. Moving in:
1a. Organization: We were given the wrong set of keys two different times, and on moving day, the last thing you want to do is go back a third time to the leasing office.
1b. Apartment Preparedness: It was dirty. We called to ask if they cleaned before our move-in, because they charge a cleaning fee, and they said they would look into it and never got back to us. Please see the attachment to observe the state of the toilet on day one. Additionally, there was painting equipment, sawdust, and tools in the living room that they forgot to remove before we got there.

2. Maintenance
2a. Maintenance workers: Rob is great, 5/5 starts. Another maintenance worker we encountered made odd comments to one of the residents about the other residents. That was weird and uncomfortable.
2b. Timeliness for emergency maintenance: It is not reliable for actual emergencies. It is generally responded to at the same rate as other maintenance issues which usually require a call(s). The worst instance was our carbon monoxide alarm going off in the early morning hours and continuing to have to call multiple times to get help. We were assured it was okay since they did eventually come and measure CO2 levels which I appreciated; however, the alarm did not stop randomly going off and it was terrible. We later got charged for one of the detectors not being up which we took down because it would not stop. Being charged for a missing detector would be reasonable if not for the situation that led up to it. Also, the detector was left in the house, just not attached to the ceiling, which I was told was why we received that charge.
2c. Apartment request to enter: They often did notify you, or you could preemptively provide permission, but this did not do this 100% of the time. This was not okay, especially if it was a woman by themselves answering the door to someone whom they may have not seen before (which did happen).

3. Property Issues
3a. Construction: My bedroom window was made of plastic, not glass, which was downright miserable in the winter and not something you could notice on an apartment tour.
3b. Squirrels: The pest control guy called our apartment a zoo. The squirrels would not get out of our walls. He had to come back a bunch of times, and at the end of our lease, we were told the rent would be going up if we wanted to stay. I can only assume this was due to the "zoo" since this went on for months. They phrased it as: "An increase is warranted at this time to cover increased costs associated with operating the property".

Jacki M.

My husband and I were pleased to work with Icon Property Management. In the 10+ years that we used them, we never had a worry about how well the property was being managed. We sincerely thank them for their had work and attention to detail.