Initial Business Response / [redacted] (1000, 5, 2015/04/20) */ Equity Residential's resident portal payment history shows on all resident's accounts so we can see the date, time stamp, successful log in or unsuccessful log ins and payments submitted for all accountsRent must be submitted in full by the 3rd of the month 10:pm Colorado time or the $late fee automatically uploads to the rental accountWe see April's account history (successful log in on the 3rd but no payment) Successful payment was submitted on the portal around 5:a.mon the 4th of April so the $late fee was auto applied to this accountThis recently happened for this account in February due to pd on 4th at 3:a.mand late fee was appliedWe contacted IT and confirmed that we didn't have any issues with our portal payment systemTwo employees spoke to this resident about the late fee process and how our portal reflects all history for us
Initial Business Response /* (1000, 5, 2015/04/20) */
Equity Residential's resident portal payment history shows on all resident's accounts so we can see the date, time stamp, successful log in or unsuccessful log ins and payments submitted for all accounts. Rent must be submitted in full by the...
3rd of the month 10:59 pm Colorado time or the $50 late fee automatically uploads to the rental account. We see April's account history (successful log in on the 3rd but no payment) Successful payment was submitted on the portal around 5:00 a.m. on the 4th of April so the $50 late fee was auto applied to this account. This recently happened for this account in February 2015 due to pd on 4th at 3:00 a.m. and late fee was applied. We contacted IT and confirmed that we didn't have any issues with our portal payment system. Two employees spoke to this resident about the late fee process and how our portal reflects all history for us.
Complaint: [redacted]
I am rejecting this response because:the images provided here and at time of move out do not show the need to change for painting. The agent of the Cierra Crest we sat down with admitted that she had problems identifying from the photos why paint was needed in the areas. The agent also indicated that they place the judgment in their maintenance department. The lease indicates that the apartment must be returned in a state equal to the state when we moved in. When we moved in there were several area that required painting. We have the email chain with a former agent that shows which areas needed paint. We should not be charged for painting an apartment that wasn't freshly painted when we started our lease. Also paint on surfaces has length of time before needed repainted. The life of paint is set at 3-5 years depending on the quality of paint. With knowledge that the paint wasn't fresh when we moved in and we have leased the apartment for 2 years, the paint was nearing if not at the end of life. We should not be charged for the reprinting of an apartment which is normal wear and tear.
Sincerely,
[redacted]
Our Cierra Crest Assistant Manager called [redacted] and spoke to her on the phone in reference to her complaints noted on Revdex.com. Move out statements are mailed within 5 days of move out to forwarding address we have been provided by resident. Our Maintenance Supervisor who completes the...
final move out inspections was not available at the time the keys were turned in. Inspections can always be scheduled in advance to ensure these are put on our move out calendar. We apologize the collection notice from a 2nd party included an occupant non lease holder. The pre collection process was explained over the phone that all balances over $50 immediately go to the 2nd party but is not an active collection until 45 days later after move out if still unpaid.
Complaint: [redacted]
I am rejecting this response because:Cierra Crest inevitably...
refunded a portion of my deposit but that isn't the point of the complaint. I had to get a lawyer to look up the law, write a letter explaining to them that they are blatantly breaking the law as it pertains to leasing deposits in the state of Colorado and then I had to followup with them several times to get that refund. All of this because they tried to take my deposit and get me to pay them money for normal wear and tear of my apartment. The sad thing is that I'm certain that they consistently break the law by unlawfully keeping people's deposits and even getting those people to pay them money over and above their deposit because these people are afraid of having these charges go to collections and don't have the ability to hire a lawyer to fight it. It's a disgrace that they can continue to do this without being held accountable by someone. What kind of company constantly breaks the law while defrauding people of their hard earned money, all while playing the victim and acting as though I did something wrong by not completely renovating my apartment before I moved out? The answer, not a company that you want to do business with! This company obviously has a bent moral compass and people should be warned about doing business with them. They will not hesitate to do what's in their power to get as much of your money as possible, even if it's in blatant violation of the law. Please let me know if there is anything else that I need to do to make sure that this complaint is registered with the Revdex.com. I think the public deserves to know. Sincerely,
[redacted]
[redacted]
Initial Business Response / [redacted] (1000, 5, 2015/04/20) */ Equity Residential's resident portal payment history shows on all resident's accounts so we can see the date, time stamp, successful log in or unsuccessful log ins and payments submitted for all accountsRent must be submitted in full by the 3rd of the month 10:pm Colorado time or the $late fee automatically uploads to the rental accountWe see April's account history (successful log in on the 3rd but no payment) Successful payment was submitted on the portal around 5:a.mon the 4th of April so the $late fee was auto applied to this accountThis recently happened for this account in February due to pd on 4th at 3:a.mand late fee was appliedWe contacted IT and confirmed that we didn't have any issues with our portal payment systemTwo employees spoke to this resident about the late fee process and how our portal reflects all history for us
Initial Business Response /* (1000, 5, 2015/04/20) */
Equity Residential's resident portal payment history shows on all resident's accounts so we can see the date, time stamp, successful log in or unsuccessful log ins and payments submitted for all accounts. Rent must be submitted in full by the...
3rd of the month 10:59 pm Colorado time or the $50 late fee automatically uploads to the rental account. We see April's account history (successful log in on the 3rd but no payment) Successful payment was submitted on the portal around 5:00 a.m. on the 4th of April so the $50 late fee was auto applied to this account. This recently happened for this account in February 2015 due to pd on 4th at 3:00 a.m. and late fee was applied. We contacted IT and confirmed that we didn't have any issues with our portal payment system. Two employees spoke to this resident about the late fee process and how our portal reflects all history for us.
Complaint: [redacted]
I am rejecting this response because:the images provided here and at time of move out do not show the need to change for painting. The agent of the Cierra Crest we sat down with admitted that she had problems identifying from the photos why paint was needed in the areas. The agent also indicated that they place the judgment in their maintenance department. The lease indicates that the apartment must be returned in a state equal to the state when we moved in. When we moved in there were several area that required painting. We have the email chain with a former agent that shows which areas needed paint. We should not be charged for painting an apartment that wasn't freshly painted when we started our lease. Also paint on surfaces has length of time before needed repainted. The life of paint is set at 3-5 years depending on the quality of paint. With knowledge that the paint wasn't fresh when we moved in and we have leased the apartment for 2 years, the paint was nearing if not at the end of life. We should not be charged for the reprinting of an apartment which is normal wear and tear.
Sincerely,
[redacted]
Our Cierra Crest Assistant Manager called [redacted] and spoke to her on the phone in reference to her complaints noted on Revdex.com. Move out statements are mailed within 5 days of move out to forwarding address we have been provided by resident. Our Maintenance Supervisor who completes the...
final move out inspections was not available at the time the keys were turned in. Inspections can always be scheduled in advance to ensure these are put on our move out calendar. We apologize the collection notice from a 2nd party included an occupant non lease holder. The pre collection process was explained over the phone that all balances over $50 immediately go to the 2nd party but is not an active collection until 45 days later after move out if still unpaid.
Complaint: [redacted]
I am rejecting this response because:Cierra Crest inevitably...
refunded a portion of my deposit but that isn't the point of the complaint. I had to get a lawyer to look up the law, write a letter explaining to them that they are blatantly breaking the law as it pertains to leasing deposits in the state of Colorado and then I had to followup with them several times to get that refund. All of this because they tried to take my deposit and get me to pay them money for normal wear and tear of my apartment. The sad thing is that I'm certain that they consistently break the law by unlawfully keeping people's deposits and even getting those people to pay them money over and above their deposit because these people are afraid of having these charges go to collections and don't have the ability to hire a lawyer to fight it. It's a disgrace that they can continue to do this without being held accountable by someone. What kind of company constantly breaks the law while defrauding people of their hard earned money, all while playing the victim and acting as though I did something wrong by not completely renovating my apartment before I moved out? The answer, not a company that you want to do business with! This company obviously has a bent moral compass and people should be warned about doing business with them. They will not hesitate to do what's in their power to get as much of your money as possible, even if it's in blatant violation of the law. Please let me know if there is anything else that I need to do to make sure that this complaint is registered with the Revdex.com. I think the public deserves to know. Sincerely,
[redacted]
[redacted]