Extremely unacceptable treatment!!

To Management of Oxford Heights In Montana.

I am writing to express my deep dissatisfaction with the way I was treated by the estate security team and controller during a recent incident, which clearly contradicts the estate's own security rule book and reflects a complete lack of professionalism and basic human decency. I was moving my bed out of the estate and had arranged for courier personnel to assist. However, the security at the gate refused to allow them to exit, demanding a “pass gate.” I was contacted and explained that I was unable to come to the gate immediately, as I was alone with my sick 2-year-old baby who was sleeping at the time. Despite explaining my situation, the security team insisted they would not allow the couriers to leave without my presence. I had no choice but to wake my baby and walk all the way to the gate. Once there, I spoke to the staff member responsible for issuing pass gates. He clarified that, as the property owner, I did not require a pass gate to move furniture from my own unit. Even after explaining this to the security officer, they escalated the matter to their supervisor. The supervisor then claimed that the rule book does not specify whether owners can move furniture without a pass gate. I was kept waiting at the gate with my sick baby for over an hour while they tried to sort out the issue. Eventually, they contacted someone referred to as the "controller" (I unfortunately did not catch her name). When I spoke with her, I was appalled by her rudeness and lack of empathy. She made no effort to apologize for the delay or inconvenience and spoke to me in an extremely disrespectful tone. She informed me that her laptop wasn’t working and that I would have to wait even longer for her to come to the gate—despite not even being on the estate at the time. I suggested that she meet me at my unit instead, considering I had a sick baby and had already been waiting for over an hour. She never came, never followed up, and never apologized. The level of customer service I received was shockingly poor and completely unacceptable. It is disturbing to see such disregard for residents, especially in a situation involving a child’s well-being. As a paying resident, I expect to be treated with basic respect and for staff to be fami**** with and follow the estate’s rules. I sincerely hope this matter is taken seriously and addressed appropriately, so no other resident has to experience what I went through. Rhulani saved me by issuing me a pass-gate which was meant for “ Tenants “ of course. I had to use it to let the courier guys leave the premises after hours of waiting by the gate with a sick baby.