ARLO Mountain View - Mountain View, California

Presto George

New management is a strict downgrade from the previous management.

Be wary of 5* reviews that only mention the maintenance crew. Maintenance is amazing here, but they’ve been told by management to ask for 5* reviews. This speaks to how amazing the maintenance is, not necessarily how good the apartment is.

1. In an effort to cut costs, they got rid of the leasing office and replaced it with poor customer service via phone or email. When you call them, they don’t pick up until the 4+th time. When you email them, they don’t respond for 3+ days.
2. The gate leading from the public parking to the private parking has been broken since October. Anyone can come in and park in spots that are meant to be reserved for residents only.
3. During the holiday season, dozens of packages were placed on the ground instead of in mailboxes or in the Amazon lockers.
4. The elevator takes a while and resets half the time, meaning you have to press the button again and wait again.

Some of these may sound like silly complaints, but when you’re paying this much for a “luxury” apartment, I think it’s fair to expect some of these basics.

Ji L.

I've been living here for a couple of months, and while the proximity to Castro is a plus, my frustrations with Arlo are concerning. I’m writing this review in the hope that it reaches the right audience and helps improve the quality of life for residents at Arlo. Sharing recent photos that highlights the safety concerns on property.

- The garage door keeps breaking repeatedly, and access to parking becomes impossible. Just tonight around 8 p.m., both garage entrance doors broke again, and neither button on the garage fob worked (including the red one). Multiple residents left their cars in visitor parking, frowning.
- There have been frequent car and storage unit break-ins in the garage, with the most recent incident happening just last weekend in P1 garage and ground floor parking.
- The leasing office vacated the onsite premises with only a day’s notice.
- Delivery personnel are unable to access the mailroom, often leaving packages in public spaces vulnerable to theft or relying on residents to let them in.
- Boxes in the mail room are opened and ransacked
- The elevators are constantly out of order.
- During office hours, the elevators allow general access to all floors without the need for a fob, which raises security concerns.
- Despite repeated break-ins and poor access control, there are only a handful of surveillance cameras on the property.
- I’ve had to call pest control every other month to deal with ants, spiders, and cockroaches in my unit. After talking with neighbors, it seems this is a common issue for those living on the first and second floors.
- There’s no pet wash station, which most nearby apartments provide. Now that the leasing office is vacated, perhaps partial section of that space could be repurposed for this.
- Suggesting switching entirely to the Butterfly app for accessing gyms, backyards, and community facilities.

Update [Dec, 13, 2024]:
- My storage unit was broken into in the parking garage. The garage gate had been open to public for weeks prior.
Update [Sept 25, 2024]:
- Maintenance team has been doing a good job, friendly and efficient for in-unit maintenance requests. Shout out to Jason and Efrain!
- Updating the star 1 --> 2, since the garage and elevators has been working fine for the last 2~3 weeks.

Walid Mathlouthi

Nice location, however several management shortfalls that are quite frustrating and concerning for residents.
Let me start with the positive: the maintenance team (and Efrain in particular) are top notch. Very responsive and top of their game.
Now the cons:
- Security is a concern with access not controlled during the day and multiple break ins.
- Our package has been stolen literally in front of the security camera. No support or whatsoever was provided when we called in for footage or help
- Parking lot garage door has been broken and open for more than 2 months. No end in sight for the situation since management is not even able to provide any eta for the fix.
- Wireless network has been down since last week. This is impacting a bunch of amenities such as the club house and the business center which are unusable. Again the concerning part is the total absence of support despite the endless calls and service requests.
- We havent been able to access the amazon locker since last week. About to loose our package. This might be also related to the wireless network issue. Again, no info is provided about the eta for fixing the issue.
- The management office has been closed 1 week after we moved in. A prior notice would’ve been greatly appreciated for our educated move in decision making. It feels residents are left by themselves with very little support or ability to talk or discuss issues with anyone. Use of technology and service centers is simply not filling the gap of an office with staff to support residents.
- It is common practice to have all service requests resolved while nothing has been done to address the issues in hand

Gregory Bielat

We've been living here for almost 2 years now and the new team has been great with maintenance. Efrain has been particularly helpful with 4 different things this year, including fixing our dishwasher. He has always responded within an hour and is very friendly.

Abhi Gupta

resident for over a year now, love my unit and has all the necessities. grounds are very nice and well maintained. there were some issues when the new mgmt took over but those are resolved and things are back to normal now.

the maintenance crew is very helpful, especially Efrain. he is super responsive, helpful and friendly.

Osama Khan

I am a resident for 3 years and recently there has been a change in ownership. I want to share my experience here. First, the valet trash service has been discontinued while the trash service charges are still the same. Second, the leasing office has been permanently closed now. There is no person on the property to talk to about any issue you might face. There is a number you can call and an automated bot picks up the line. They recently upgraded all the locks to digital locks that can either be operated through a mobile phone App or a code can be manually entered. Last night, I accidentally forgot my phone in my unit and locked myself out of the unit. Since I didn't have the phone nor I remember the code, so I have no way to call anyone and since there is no person at the leasing office so I can't talk to anyone. Fortunately, I had my car keys with me so I drove to a friend's place at night and borrow his phone to call the number and then spend half an hour to figure out how to get through the automated bot and request maintenance service for lockout. This has been an extremely frustrating experience. Imagine if I didn't have the car keys or my friend wasn't at home.

Shout out to Efrain from the Maintenance team who has been doing a great job, friendly and efficient for in-unit maintenance requests and helping me with the lockout issue.

Additionally, the storage room locks can only be operated manually (not through an App) so now you have to remember the code.

Given Arlo is supposed to be a luxury living experience, the recent change in ownership doesn't seem to care about resident experience.

Zizi Liu

Overall, maintenance requests are handled extremely smoothly. Dishwasher was fixed within a few hours after I put the maintenance request. Technician Efrain is fantastic and really knows how to handle a variety of maintenance request like dishwasher, filter change, and others.

Sarah Wu

Shout out for Efrain.
My dishwasher’s control board recently malfunctioned. Efrain helped me order a dishwasher control board and contacted me promptly as soon as it arrived to schedule an installation. His service was incredibly thoughtful and efficient. I’m very satisfied with his professionalism and dedication.