Better Back Store

In an effort to do our due diligence, Alliance has looked into this matter and agrees that the ledger should be revised to reflect a zero balanceAlliance's Customer Care Department has already reached out to Mr.Neville and attempted to leave a voicemail but the voicemail box was fullWe have
also contacted the former resident via email advising MrNeville that we have updated the accountShould the former resident have any questions, we ask that he contact our Customer Care Department representative immediately using the contact information included in the email

To whom it may concern, The reservation for the guest was made thru a *** *** ***When the group reservation was made by the Travel Agency they had guaranteed the hours cancellation policy prior to the arrival date According to the contract any reservations that
are cancelled after the Cancellation is due will be penalized for 1st night chargeIn such instance, hotel is just following the policy and hence, charged the guest for the first night of the reservation as cancellation penaltyGuest called the same day of the arrival on March 11, 2016 @5:40pm which is way past deadline; in such circumstances hotel has acted as per the rules and regulations for the group contractThe rate for the night was $100+ 11% tax per night so the total amount charged on the guest credit card was $111.00 as a cancellation penalty-- *** *** Assistant GM

After reviewing the complaint, we have found that the complainant is owed a refund and we can confirm that the check is in the process of being sent to Ms*** and should be received in 2-weeksThis has been resolved

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

We halted online payment access due to multiple returned payments, but failed to properly notify Ms***We have followed up with Ms*** directly and apologized for that oversight, and credited the $late charge back to her accountWe have also issued a formal letter requesting that
future payments are made via certified fundsThe resident understands the reasoning and is satisfied with the resolution

In an effort to resolve this issue, we looked into the complaint further and can confirm that this has been resolvedThe management team has connected with the former resident and took the time to explain the charges. Per the dates on the original correspondence with Alliance's Customer Care
Dept., the former resident was notified of her balance due days after move out via emailThe on-site team also mailed out a statement to the former resident on 10/24/17, days after move out as wellWe have documentation to support this information

I have provided and attached backup documentation showing the emails that I sent on 7/1/and 7/4/to Allresco regarding the breach of my privacy rights and negligence in handling my personal informationAllresco never replied to any of the emails I sentIn addition, another guarantor on the lease, Karen F* also sent an email to Allresco after finding out her information was also breached and mishandled by AllrescoIn addition, I have also provided copies of emails to other tenants at *** Estates that Allresco manages, and they copied me on the emails even though I wasn't part of the lease agreementIn the same email I also asked why they are copying another person in email communications regarding my daughter's lease with her roommates, who was not a party to the lease agreement.I had originally sent a payment for 1/of the utilities via UPS 2-day Air on 6/29/16, but UPS lost the package which I sent proof to Allresco via email (I can provide a copy of this as well, if needed), and continued to dispute the charge for the showerhead citing the reasons in my email as well as providing copies of similar complaints from other consumersOn 6/30/16, I discovered their breach of my privacy rights and negligence so I placed a stop payment on the check for 1/of the utilities (around $45), and told Allresco I will not be paying them after what they have done and there was no response from the companyThis negative report on my credit has also cost me a no-interest loan opportunity which I am including as part of my complaintI am prepared to provide further proof that the attachment in the email Allresco sent out did contain my private information as well as the other guarantors on the lease. None of the private info was protected and violates privacy laws in placeI have reported this breach to the CA Atty General last year and will be following up on the status of their investigation

To Whom it May Concern:This letter is in response to Revdex.com complaint #*** regarding a current resident at *** *** at *** ***We appreciate the honest feedback from the consumerAs a team, we always strive to continuously improve our customer serviceWe have been in constant communication
with her over the last few weeks and every issue presented to us has been successfully addressedShould further issues arise, we invite this individual to call our leasing office directly at ###-###-####.Thank you

In an effort to resolve this issue, we looked into it further and agree that the complainant is owed a refundThe Alliance team has already reached out to the complainant to confirm the forwarding addressThe complainant should receive the refund shortlyThis has been resolved

To Whom it May Concern,This letter is in response to Revdex.com complaint # *** regarding a current resident of *** ** ** ***
The resident suggests that her vehicle was broken into because of a faulty garage door at the address of Market Street on August 13th, 2015, however, there is
no evidence to support that this was the particular causeIt is important to note that she never contacted the management staff to advise that her vehicle was broken into until the morning of September 14, after she came to the office to let the staff know her loaner Mercedes Benz SUV was towedThe leasing office still hasn’t received any specific details from the resident pertaining to time, what was taken, damages to her vehicle, police reports, etcas to the alleged break-inThe garage door did malfunction that evening but the issues were immediately resolvedShe did contact the 3rd party security patrol but also did not identify the abovementioned itemsThe issue with the garage was not foreseeable and was immediately rectified and has not experienced any other malfunctions since this dateShe is correct that TwentyOne on Market does not have cameras inside the garage, only at the entry/exit of the underground garageThis has been the case since the inception of the community in The management staff will look at the cost to add additional cameras during the calendar year, although this is not a guaranteeThe management staff does feel that there are sufficient cameras currently in place at the propertyThe resident is incorrect in her assumption that she pays for a secure garageResidents simply pay to park in the garage but TwentyOne on Market makes no promise of security regardless of preventative measures, as per Section of her signed lease agreement that states ‘It is understood that no promise of Resident’s personal security has been madeRegardless of any preventative measures provided by Landlord, no guarantee can be made of securityIf security systems, security devices, or walk-through/drive-through services are employed at this Community, no representation is being make that they will be effective in preventing criminal activity.’The resident is correct that the loaner vehicle she was driving was removed from the parking garage by Wyatt’s Towing on September, at approximately 1:amFirst, the said loaner vehicle was never registered with the management staffPer Section of the lease agreement, ‘Each vehicle must be registered with Landlord to provide Landlord with a record to follow up with Resident in hopes to avoid a costly tow, charged to the vehicle owner cited for violating Community parking guidelines.’ In addition, the Parking Garage Addendum she signed has been attached and the vehicles listed do not include the loaner vehicle that was towed from the garageItem #of the Parking Garage Addendum states ‘The Parking Space shall be used only for parking the vehicle registered above with the Landlord and must have current registration tags and license plate properly displayed.’ It is because of these items that we were unable to identify this vehicle as belonging to her, even temporarilySecond, there was no permit displayed in the loaner vehicle as this is a required form of identification to avoid towingSection of the Community Policy Addendum states ‘Each permit is required to be clearly visible at all times through the front windshield of the vehicle, and is the sole responsibility of the Resident to check regularly that each permit is secured on the appropriate vehicle and visibleFailure to properly display the parking permits may result in the vehicle towed at Resident’s own expense.’ Included is a photo of the loaner vehicle that was towed that shows the front windshield in which there is no visible permitShe mentions in her complaint that the permit was on the floor board, however, this is not considered a proper way to display the permit since it is not clearly visible nor was it securedIn speaking to Wyatt’s Towing regarding this particular tow, the permit was not visible immediately prior to towing the vehicleThe resident is incorrect that the permit was to be visible anywhere in the vehicle as it is required to bevisible through the front windshield as per the signed lease agreement and although MrWalton did mention that the permit must be visible, he did not say that it must be visible from anywhere in the vehicleVehicles are only towed in these circumstances when tags are not visible from the windshield and unfortunately the towing of this particular vehicle would fall into that category. TwentyOne on Market does not agree that this vehicle was incorrectly towed due to the aforementioned itemsIt was her responsibility to provide not only the year, make, model, and licensing information for her loaner vehicle to the management staff while it was to be parked temporarily in the garage but also her sole responsibility to ensure the parking permit was correctly displayed from the windshieldShe failed to complete both of these items thus the vehicle was towed on the morning of September 14, While we do not bear any responsibility for the towing of the loaner vehicle, we would like to offer the resident half of the cost to remove her loaner vehicle, in the amount of $104.52, per the towing receipt that was provided to the management staffWe hope that this will help her find resolution to the circumstances surrounding the towing and that all parties can effectively move forward with the correct understanding of the parking management system in place at TwentyOne on MarketThe resident can contact me directly to coordinate this*** *** * *** *** ***
*** ** ** ***
*** *** *** *** ** ***
*** *** * *** ***
*** ***

In an attempt to resolve the issue, we have attached the utility addendum of the lease agreement which clearly states that the electricity is the responsibility of the resident. Additionally, although the resident provided an account number, this does not necessarily mean the account was established and/or activeAn account number is provided for reference, but there could have been additional correspondence that required the residents attention before the account could be activatedThe amount owed is confirmed to be accurate and it has been decided that there is not a necessity of monetary compensation

To Whom it May Concern,Due to the confusion and errors on our end, we are willing to waive the fee if the former resident agrees to rescind the negative review from the Revdex.comThe complainant may either visit *** at *** *** and speak directly with *** ***, the Business Manager
on-site, or contact her at ###-###-#### or at ***@***.*** for more informationThank you

In an effort to resolve this issue, the management team has looked into this further and we have been made aware that the refund was reissued on 10/25/17 and should be received by the complainant in the next few weeks. For reference, the check number is #176 and the refund amount is for...

$1500. This has been resolved.

I did not admit to not setting up an account.  I said I called the company and set up an account as expected and forwarded the account number to the apartment complex as requested with the expectation that everything was all set, because I was told my the manager of the apartment building that I was.  I was also told utilities were billed through a service added on to our rent.  I had no expectation that I should be receiving a separate bill nor was I informed by the apartment building that this would happen.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The concessions were not explained to me clearly and in the same fashion as being claimed in the response from the business in this case. I was originally told that I could receive a one-time payment of $500 which would be the equivalent of around $50 a month (actually less than this). I was not told that the rent on a more expensive unit would be decreased by a fixed amount per month in addition to a one-time payment. Additionally, I have not yet received a refund of the $8 processing fee of my deposit and application payment. I am highly disappointed as the business and staff seem to lack a sense of urgency in handling these matters. I have had to repeatedly inquire and contact the staff about my prior payments and possible future resolutions to this situation rather than be offered anything for my trouble and time as a prospective client. 
Regards,
[redacted]

After speaking with the management team at the Dwight, we have been made aware that the team has attempted to send a refund to the complainant previously, but has either not been able to get ahold of Mr. W[redacted] or did not have his address on file. We ask that Mr. W[redacted] contact Alexia T[redacted] the...

business manager, to provide an address. He can either call the leasing office, or email Alexia directly, [redacted]

The vendor's integrity is very questionable since he expressed the need of further investigation by putting a small hole in the wall but then never appeared to do so. The noise could not be replicated on the visits which does not mean that the noises are not real. The [redacted] made clear that they are no longer interested in finding the root cause of the issue (according to the manager Ms. [redacted], the previous time was the "last attempt to investigate). Recordings that show proof of the noise existence (which is a loud and clear knoc[redacted], and not just simply water running through pipes) were not accepted by management. I was left alone with an issue that I was unable to fix myself. Therefore, I decided against giving the [redacted] any more of my money and decided to move out rather than transferring to another unit. I was indirectly accused of over exaggerating and I was not giving the benefit of doubt to at least reduce the waiver and minimize my hardship. This is not only unacceptable but also unethical and the way I was treated at this place proves that the [redacted] is more about money than the well being of its tenants. Other reviews on Revdex.com as well as [redacted] confirm this and that is why I decided to move to another apartment complex.

Mr. [redacted] vacated [redacted] on or about 1/1/14. The property changed ownership 7/30/14. I have no business relationship with him and did not turn him over to collections. The managing agent for the former owner was Alliance Residential and Tina S[redacted] is my contact with that company. The...

phone number for Alliance is [redacted]. I am not sure what collection agency they used when the property was with the former owner/management company. Unfortunately, there is nothing I can do to help Mr. [redacted].Thank you,Suzanne R[redacted], CPM® l  Regional Portfolio Manager  l  [redacted] l  Email sr[redacted]Arizona Real Estate License [redacted]

[redacted]
Revdex.com:I accept the complaint closed. After further action on my part I was finally able to communicate with a representative and resolve the charges. The company was in the wrong, on both the mischarges and presentation/approach of disputes, and I hope they are able to streamline the process for future residents.
In the end I am satisfied with the resolution to complaint ID [redacted], because further action would provide negligible improvements for the trouble it causes all parties involved.I appreciate the time and assistance of both Allresco employees and the Revdex.com.
Thank You,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.  However, I would like to add that they dragged their feet about it and said first payment is due in less then a week.  In addition, I offered to pay the full amount by credit card since I am being denied housing due to this delay and ongoing issue, but the business some how can't or won't accept credit cards.  I am over a thousand miles away being hindered by this fiasco and they are still being apathetic and uncooperative and insisting on a cashier's check.  What business of any size and especially a rental management company cannot take credit card payments.  Perhaps a little effort and good faith on their part instead of fighting every reasonable option would be more beneficial both to them,as well as current and future tenants.
Regards,
[redacted]