Better Back Store

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I received the check back in Dec. Once again Marquis took his sweet time answering you guys. Better late than never ! 
Regards,
[redacted]

I received a message on 11-3-17:MESSAGE FROM BUSINESS:"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. [redacted] and should be received in 2-3 weeks. This has been resolved."As of 11-28-17 I have NOT received the refund.Thank you,[redacted]

Ms. G[redacted] has made the management team aware that she is sensitive to noise and we have done our best to accommodate her and ensure her overall satisfaction with living at our community. Palisades has been built with additional sound barriers between floor levels, but it is a multifamily environment....

Knowing this, our team helped Ms. G[redacted] identify a third-floor apartment upon move-in so that she did not have to be concerned about noise from neighbors above. After moving in, Ms. G[redacted] complained of noise from her downstairs neighbor and we took the appropriate steps to investigate. We were unable to verify a true noise issue, but did speak with the neighboring residents and requested their diligence in keeping noise to a minimum. We also offered to relocate Ms. G[redacted] to another apartment unit, still on the third floor but in a different location and a different layout in hopes that would help mitigate noise concerns. As she notes, she took us up on this offer. After she was relocated, Ms. G[redacted] indicated she was still experiencing issues with noise, to include hearing cabinets from the apartment below her closing. Our maintenance team installed felt pads on that unit’s kitchen cabinets, as a courtesy. Ms. G[redacted] continued to experience issues with noise and we continued to investigate the issues as she made us aware; however, have been unable to verify excessive or abnormal noise. We offered to transfer her to a third unit and provided lease-break options per her request. Because there was not a verified nuisance present, we did not have grounds to release her from her contract without fees associated with a lease break.

The below response is from the Business Manager of [redacted], Vanessa N[redacted], who had previously responded to the complainant.  "On behalf of [redacted], I would like to respond to your post and sincerely regret you have not had a positive experience. It is the goal of our...

community to provide exceptional customer service at all times. I am hoping to address your concern regarding the disturbance you are hearing each night.  On January 13, Josh responded to your service request regarding a noisy pipe.  After evaluating your concern, it was determined that the noise you are hearing is water passing through the pipes and is not an unusual/unrealistic noise for an apartment complex. As the sound was minimal, Josh explained common noises one may hear in an apartment. When you communicated your dissatisfaction with his review, [redacted] hired an outside vendor, Leo’s, on January 25th, to conduct a more thorough evaluation of the situation. After the meeting with you, Leo’s communicated that no repairs were necessary and the plumbing is working properly. On February 2nd and February 7th, I visited your apartment in an attempt to duplicate the noise you are hearing.  I ran the bathroom sink, tub, and washer in your upstairs neighbor’s apartment and the apartment next to you.  I was unable to duplicate the noise.  I suggested reaching out to our courtesy patrol company to have them witness the noise as it is occurring after business hours.  I also offered to transfer you to another apartment. During the four visits [redacted] has made to your apartment, we were never able to replicate the severity of the noise that you hear.  You have not provided third party documentation confirming the noise and you have declined the offer to transfer to another apartment.  At this time, I am declining your request for a waived lease break fee.  If you have any questions, please do not hesitate to reach out to me.  My door is always open."

Neither these photos, nor any...

other response was provided to me despite the fact that I requested a response on multiple occasions. Assuming those pictures are of my former apt (they could be from any apt as far as I'm concerned), this could have easily been resolved months ago without my account being referred to collections. You are legally obligated to address my objections to your charges within 30 days after receiving it and you did not. I specifically asked for proof that the carpet was replaced and no one provided me with anything. No one felt the need to respond at all. Now after many attempts to speak with someone regarding this issue months ago, I miraculously get a response within 2 days of filing a Revdex.com complaint and AFTER this has already been sent to collections. That is improper and I want the collections account retracted. You had a legal duty to respond to my objection in a timely manner and chose not to, yet you want me to fulfill a legal duty of paying? That is a problem for me and I will happily fight it in court.

Residents were notified of the remaining balance on their account via email on 5/31/2016 with a move-out statement, which constitutes a valid receipt. Following the email, the former residents and relatives of residents, such as Ms. P[redacted] began corresponding with the property and amongst...

themselves to attempt to reconcile the amount due to [redacted] Estates. Charges associated with the account included damages to the unit, and were noted as such in the breakdown of charges. Damages were not related to any defective product. In conversation between the property, our customer care department and the former residents, the former residents seemed unable to come to a resolution regarding who was responsible for paying for these damages and the charges were sent to collections on 8/9/16 per company policy. There is currently a balance due of $[redacted], which is the original balance that was sent to collections.   Regarding sharing information without consent, we are unaware of this having taken place. An invalid email address was associated with Ms. P[redacted] account; however, no private information was shared via email and the email address was removed from the account when it was brought to our attention that it was invalid.

To Whom It May Concern:This letter is in response to Revdex.com complaint #10787790 [redacted] a current resident at [redacted]. The concerns listed by this individual are surrounding a transfer from our apartment community to a separate community location. The conversation that occurred between...

[redacted], our Assistant Business Manager, and the individual unfortunately resulted in a misunderstanding on our associate’s part of the policy that pertains to this type of transfer. The fee listed does account for a transfer to another apartment within our same community, but not to another location. We are currently unable to honor a transfer to another community unless the lease cancellation policy is initiated by the current resident, as this agreement is still active. We sincerely regret that this misunderstanding resulted in a fee of $175 incurred on his part. Our office will be reaching out to him directly and crediting this fee to his account. We believe that this is a reasonable solution to all parties involved. Should further questions arise, please contact me directly at ###-###-####.Sincerely, [redacted]Business Manager[redacted]

To Whom It May Concern,This letter is in response to Revdex.com complaint ID #[redacted] regarding a former resident of [redacted] at [redacted] in [redacted], Texas. We have reviewed the resident’s ledger and at no time was the resident ever charged a late fee during their time in the apartment. Attached...

is the ledger to confirm. He had a trash violation last September, which we waived as a courtesy for him. Also  attached is a picture of the carpet at the time of move-out, as well as a copy of the bill we received from our third-party vendor. He was charged exactly what the property was charged for items that go above and beyond a normal carpet clean, which is our standard procedure. While we do appreciate the resident attempting to have the carpets cleaned, it unfortunately does not absolve them of paying a carpet charge if the carpet does not come out clean. I consider this statement of deposit account to be 100percent accurate and the resident was charged fairly and consistently per our guidelines. Should the resident have further questions, we invite him to contact the Business Manager at [redacted] at [redacted], [redacted], directly.Thank you.

To Whom it May Concern:This response is in regards to Revdex.com complaint #[redacted] concerning a prospect at BRIO apartments located at [redacted].One of our staff members inadvertently rented this apartment to this consumer (individual) when, unfortunately, it had...

already been leased to someone else.  When we found out what happened, we offered this individual a $50.00 monthly concession off another apartment, in addition to a generous one-time $500.00 concession. She was unhappy with our proposed settlement as the other apartments available were about $200.00  more than the apartment she was originally interested in.To further accommodate this individual, we offered her a lower-priced apartment; however, she was uninterested because the unit was located on the ground floor.  At this time, BRIO and Alliance Residential Company have, in good faith, done everything possible to assist this individual. We cannot offer more than the two concessions stated above, and we cannot lower the price of a more expensive, enhanced unit as this would  negatively affect our business. Sincerely, [redacted] | Business ManagerBRIO | Alliance Residential Company

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.
Regards,
[redacted]

After reviewing our records, it appears that the complainant, Ms. [redacted], has spoken with a representative of Alliance on a number of occasions to discuss this issue. During their correspondence, Ms. [redacted] did admit to being aware that she had not established an account for the electricity which...

would result in a balance owed and, in an effort to resolve the issue and clear up any misunderstandings, special care was taken to ensure the former resident clearly understood that the balance was valid. At this time, the management team has done its due diligence and the balance is still owed by the complainant.

As previously stated, BRIO made a reasonable effort to accommodate this individual by offering concessions and a lower-priced apartment on the ground floor. She declined both options. We maintain our original response and again state for the record that BRIO and Alliance Residential Company have, in good faith, done everything possible to assist this individual. We cannot offer more than the original concessions as this would negatively affect our business.Thank you,[redacted] | Business ManagerBRIO | Alliance Residential Company

In an effort to resolve this issue, we circled back with the management team to confirm the details of this complaint. We have found that the management team was diligent in attempting to confirm whether or not the resident had submitted an official “Notice to Vacate” with the previous management...

company, however, there was no official documentation filed prior to Alliance taking over as manager for the community. Since taking over, the resident has not had any communication with the management team until early May when she was notified that a “60-Day Notice to Vacate” was required before move-out per the lease agreement. The management team and resident attempted correspondence on a handful of occasions leaving messages via phone or following up via email, but the two had not connected at the time of this complaint. Since filing this complaint, the management team was able to connect with the resident and Ms. [redacted] has signed the official “Notice to Vacant” and has been agreed to be financially responsible through the end of the lease on July 1, 2017. This complaint has been resolved.

At the time of the referral, Alliance Residential was the property management company, however, when the payment was submitted for processing, the property transitioned to a new property management team. Regardless of the date of the bill, the new property management team, Pinnacle, is responsible...

for processing this payment, as Alliance no longer has the ability to do so at this point. Ms. B[redacted] was notified on July 25, 2016 that Alliance could not process this payment and she would need to contact Pinnacle directly. Alliance apologizes for any inconvenience. We understand that this agreement was entered into while Alliance managed the property, however the agreement was between the community and Ms. B[redacted] All we can do is follow up with Pinnacle and refer Ms. B[redacted] to do the same.

In an effort to do our due diligence, Alliance contacted the management team of [redacted] to gather the specifics of the complaint. This is a community which Alliance took over as manager from a previous management company in February 2017, after Ms. F[redacted] had already signed the renewed one...

year lease agreement. Unfortunately, there is no documentation from the previous management company noting any conversations or proof of the resident requesting a six month lease term. Although the team explored every possible avenue to get the proof they would need to honor the shorter lease term, even suggesting contacting the previous management company, there was nothing in writing and the management team was forced to hold Ms. Fountain to the legally binding 12 month lease agreement. Additionally, the former resident noted that her desired settlement would be to have the utilities she paid in 2016 refunded to her, however, again, this was with the previous management company and not something Alliance is able to do. In an effort to assist in any way, we looked back on the ledger of the previous management company and do not see a $200 fee for utilities (attached for reference). That being said, after reviewing her current ledger (attached for reference), the resident does pay a total of $200 to the management company for utilities and TV/Cable (a required $160 fee) and a monthly pet fee ($40). These are non-refundable and non-negotiable charges. As a final route to resolve the issue, the management team would like to discuss the possibility of a buyout agreement and they will be reaching out to the resident shortly. We apologize to Ms. Fountain for the inconvenience and are attempting every resolution available.

To Whom It May Concern: This message is in reference to Revdex.com complaint # [redacted] regarding a former tenant at Serafina South Mountain.  The former tenant (she) did owe a balance and stated she would file a claim with her insurance company to pay for the replacement carpet. She called...

multiple times inquiring as to which date she would receive the refund, and we informed her that the refund would not process until we first received the payment from her insurance company. Once the check arrived, we processed it along with her refund for the excess of what her insurance company paid. Please find attached the confirmation of the check cut for the former tenant in the amount of $90.75. Marquise J[redacted] | Business ManagerSerafina at South Mountain | Alliance Residential Company[redacted]P (4[redacted] | F ([redacted]

To Whom it May Concern:This letter is in response to Revdex.com complaint # [redacted] regarding a former resident of [redacted].The former resident did speak with our Regional Manager, [redacted] on the morning of September 22 regarding the charges and we have removed the $25 trash fee,...

along with two days of rent to total a credit of $133.06. This reduces the final balance from $894.60 to $762.42.A payment plan of three months at $254.14 per month was agreed to by [redacted] and the former resident. Please see the attached revised moved out revision statement and letter.Thank you.[redacted], CAM Candidate | Business Manager [redacted]
[redacted]

Since the time of the complaint, Ms. [redacted] opted not to continue her lease at Harbor Pointe. Harbor Point worked directly with Ms. [redacted] to include refunding her deposit. Nothing further was requested from the management team.

After looking into this issue further, Alliance will be refunding the charges. Additionally, this account has been removed from collections. Please allow a few weeks to see these changes. All questions that the complainant has from this point forward need to be directed to the Customer Care Department.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and the property I lived...

at was Republic Park Vista in [redacted]
Regards,
Zackary G[redacted]