Gaines Investment Trust

To whom it may concern,Mr. and Mrs. [redacted] were shown photos of the damage to their carpet and the invoices corresponding with repair of those damages. Both the Bentley Place at Willow Bend property staff, as well as [redacted], Collections Director for Gaines Investment Trust, provided photos and explanations justifying the charges to Mr. and Mrs. [redacted]. Additionally, the Bentley Place at Willow Bend property staff provided invoices showing what expenses the property incurred to restore the carpet. All photos and invoices have been attached to this correspondence. In addition, the correspondence of photos and copies of invoices between Gaines Investment Trust and the staff at Bentley Place at Willow Bend to Mr. and Mrs. [redacted] demonstrates that we did provide explanations for the move out charges.Both Gaines Investment Trust and the staff at Bentley Place at Willow Bend have conducted business in good faith to show Mr. and Mrs. [redacted] exactly what payment they owe as a result of their occupancy and why. We are holding Mr. and Mrs. [redacted] to their contractual obligations. Furthermore, Mr. and Mrs. [redacted] refuse to acknowledge that the photos we have provided are in fact of the carpet in their former apartment unit, and have made publicly false claims against Gaines Investment Trust and Bentley Place at Willow Bend that are damaging and are not supported by any evidence. We are aware of their frustration and understand that the damage to the carpet may have seemed like a non-issue to Mr. and Mrs. [redacted] at the time of their occupancy; however, the assessment stands per the language and policies they agreed to.  We wish them both well in their new home.

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.
[While my fiancé DID only submit two actual work orders on the Pests, I spoke to [redacted] and [redacted] in the office numerous times about this issue. I told [redacted] it was disgusting and she always wrote it down! As for the parking, I still have yet to understand why they never replaced our garage door, or repaired the outside concrete so it would stop flooding? Or why we were threatened to have our trailer [redacted]?! Also, NOT ONE person in the office offered us a “temporary unit” to live in while the A/C was out! I would have raised even more hell had my fiancé would have allowed. They “fixed” it by putting Freeon in it, then cleaning the filter, when the apartment needed a new unit. To lie to the Revdex.com stating that they offered another unit is absurd! I am not lying about ANY of these issues. If I would have known better, I would have reported this complex to the city and made sure this was handled. [redacted] took several complaints from me, she would write them down. I checked on our garage NUMEROUS times and all I heard was “we don’t have a garage door for your unit” or “Oh, I think someone looked at the concrete.” Also, we did go about 4-5 days without our AC even being looked at - that is the truth, we then reported again, still no offer of living in another unit arised. [redacted] NEVER called me back to discuss any of this like she stated, no shocker there with how nasty her reap Bad is. Also, we didn’t have trash lingering or open food anywhere to attract pests, as they were there when we moved in. (Saw 2 spiders the second day and a roach the first week in). We tried to handle the pests ourself with spray but it wasn’t helping as they were coming from the area above our apartment. I suppose next time we will continue to live in an apartment with a messed up garage door, a garage that flooded between 2-3 inches during rainfall, bugs for days, broken gates, gates that do not have our numbers programmed, a spa that never worked, limited to no parking, oh and let us not forget the cabinets and drawers we also reported at move in.....they were all swollen and falling apart like cheap wood does, and half of the drawers were also broken. I’d like to be called a liar when ALL of the negative reviews about this place are the same! I did my research, [redacted]. You like to tell your ex residents that they are lying, when in truth, we aren’t. ]
Regards,
[redacted]

To Whom It May Concern:   The resident has been in contact with the manager and has elected to stay at Villas at [redacted] and transfer to a larger apartment.  All concerns have been addressed.    [redacted] Vice President of Operations

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.
Regards,
[redacted]
I was told on numerous occasions that I would receive the money back as “that’s what corporate always does”. I also did not receive any prorated rent back. The staff should never have advised me that I would receive money back if that was never the intention. I understood the lease as I’ve been in property management previously, however I was told by both managers in the office I would receive the money back. It is very clear that you do not stick to your word.

Review: My complaint is in regard to the company engaging in non-customary business practices as they relate to refunding money. I submitted an application for a lease to an apartment community they own in Plano, TX. Before I submitted my application, I asked the leasing agent at most, how much money I would lose and she said it could be up to $400 if I was approved. When I called the leasing office to find out the status of my application, I had been approved with conditions. After discussing the available options, I asked the leasing agent if I would lose all $400. She put me on hold and spoke with the leasing manager who said I would only be responsible for the application fee and administration which came to a total of $150. I then advised the leasing agent that I wanted to withdraw my application. I also advise the agent that my credit card had not been charged and she said that they should only charge me the $150 which was not the case. I went to the leasing office on Tuesday, Jan. 13th to discuss the charges and I was advised the home office was cutting my check that day as they had just finished an office meeting in which my application had been discussed and that it would take up to 2 weeks but that I should give it 30 days before I received my refund. Although the 30 days has not passed, I do not feel it right that I should have to wait that long to receive monies that shouldn't have been taken in the first place. I also believe their practices to be out of line with what is customary for businesses/companies that provide services and at times are responsible for giving refunds for transactions completed.Desired Settlement: I would like the $250 refund returned to me in the same manner in which they originally received the funds. I would also like for their policies to be changed. A consumer should not have to wait 30 days for a refund check when it took the company less than 3 days to withdraw the funds electronically from their bank account/credit card.

Business

Response:

The check was mailed to this prospective tenant on February 9, 2015 and she was advised it could take up to 30 days. We are not a department store and do not have the capability to charge back to a card or do an immediate refund from the property.

Review: heloo sir I am kirit patel wants your help to file complain about gains investment trust denied me to give my security deposit of $200 which I deposit in 2007 while leaving in this investment property name ventana luxury apartments 14015 n 94 street scottsdale az 85260 for almost 9 years after buying my new home I just move to my new home on feb 1 2016 when I check with my security deposit the management of this trust denied to give my deposit back as a consumer I recommand this trust strictly punished with law and request you to give justice to me as a small peopleDesired Settlement: hopefully Revdex.com give me justice which I need

Business

Response:

His deposit for $200.00 was transferred from unit #[redacted] to #[redacted] where he recently moved out. After the charges for the new unit were done after move out he was sent a check for $113.46. His deposit was accounted for in his new move out statement that was mailed to him with the check on 2/19/16. See Attachment There will be no further revisions.

Consumer

Response:

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.

thanks for your help I already got check from gains investment trust of $113.46 but I am still not happy with this solution bcz company charged 86.54 for unpaid utilities why? my security deposit is $200 and I need to get in full amount anyway thanks again for kind help

Regards,

Business

Response:

There will be no further revisions to the amounts due. His last payment on 1/2/16 paid the utilities for 10/24/15 - 11/23/15. The unpaid utilities is for 11/24/15 - 1/31/16. Utilities are paid in arrears. There will be no further revisions on his account. If he has any further questions he can give me a call. [redacted].

I started working for Gaines investment Trust less than a year ago. I have been in the industry for more than 20 years but I have never felt so supported from any organization. What surprised me was not just the courtesy extended to me when I first started my employment from Human Resources but the continued support I get from sister communities as well the corporate support team that I interact with every day. Support in our daily work environment is what everyone is searching for I am happy that I found it!

Review: I rented their apt for a 2 month short term least when I was contracted at a near by hospital. I used the apt only on nights that I wasn't able to drive to my home in the Phoenix area so I only had a futon, small table and chair as furnishing. The apt. saw little use. Prior to moving out I cleaned everything: tub, toilet, sinks, refrigerator, cabinets, over top, floors, carpet-everything. On 5/30/15 after I had called the management to schedule my move out inspection, then calling their office 3X on the day I moved out and waiting 45 minutes for a staff who finally checked the unit out. She walked through all the rooms, inspected the closets, cabinets, refrigerator, stove, bath, floors and said it looked good and there was no problems. This past week I received a bill stating $105 cleaning charges. I can only say this company is not truthful or fair to it customers by their behavior. I will certainly not return when again I'm back to this hospital and would like to warn potential renters of their conduct.

Business

Response:

Upon investigating, we have

found that this resident did live at the community from March 16th,

2015 through May 31st, 2015. We have the invoice to

substantiate the charges for carpet cleaning and partial cleaning that totaled

$105.00. After deducting the total deposit amount of $69.01 from the total

cleaning fees of $105.00, the total amount owed to the landlord is

$35.99.

We are more than happy to

discuss this with the previous tenant if she would like to call the

office. We are here to help.

Thank you.

A cut and pasted copy of a letter we mailed to U.S. Dept of HUD in Washington then to PHX, AZ explains our complaint

March 5, 2014

U.S. Department of Housing and Urban Development [redacted] Telephone: ([redacted] TTY: [redacted] Hello Department of Housing and Urban Development,

Our family moved out of an apartment complex on December 12, 2013, and on January 6th, 2014, we received a statement holding us accountable for $1,013.30. We believe the landlord is making exaggerated claims (above and beyond the deposits) in the interest of collecting more money and is theft, plain and simple.

To dispute some of the claims, I wrote a letter to the collections manager at Gaines Investment Trust. We do not dispute all the claims however we believe some of them are unwarranted or exaggerated. One of the items, $50.00 for the removal of a satellite dish, I disputed because there was already a dish on the patio when we moved in. Michael Hale the Collections Manager with Gaines Investment Trust followed up with me. He reluctantly deducted the amount stating, “There is nothing in the file indicating that the satellite dish was there upon move-in.” I believe this illustrates their record keeping practices or attempts to collect what monies they can, and should be considered in light of the other items. Regarding the other items, he told me they had photos, however, when I asked to see them, Mr. Hale followed up stating there would be “…no more revisions to the amounts owed.” Further, “Please note that this is a final demand for payment.” He went on in bold and underlined print to threaten reporting to credit agencies if payment was not made within 10 days.

Contrary to Gaines Investment Trust’s assessment and accusations, we cleaned the apartment when we moved out. That said, I would expect to move in to an apartment that had been professionally cleaned even if the prior tenants had cleaned it upon moving out. On the detailed statement, they itemized everything “dirty” or “very dirty.” I believe this is abusive. We believe $140.00 charges for “Extra cleaning needed” as a discretionary means to collect more money is excessive and unfair. Moreover, it seems Gaines Investment Trust is not assuming normal operating costs. On the backs of tenants, they defer normal charges involved in the rental business – tenant turnover and normal wear and use by abusing landlord discretion to evaluate loss.

Their unethical and discretionary practices became more evident when a neighbor, with whom we had become (and remain) friendly, moved out a few months prior to us leaving carpet with significantly --- glaringly more pet damage than ours. She incurred no loss or claims. Furthermore, she had not even declared her pet, a large dog. Therefore, she paid neither pet fees nor monthly pet rent. She was a tenant who was out daily with her dog —visible and active on the premises. In fact, we met many dog owners who shared that they had not reported having a dog. This reveals any justification of “policy” null and void, and makes obvious, yet again, their inconsistent or arbitrary practices and claims.

Incidentally, from another neighbor with whom we had become (and remain) friendly, we learned the apartment we vacated was not replaced with carpet but with linoleum, the same flooring we observed other apartments being replaced with as renters moved out. According to the friend, a herein, unnamed office personnel told her of Ventana’s (apartment complex name) plan to switch out all apartments to linoleum. Bottom line, while we acknowledge pet damage to the carpet, the calculation of 47 months of life remaining seems unrealistic and unjust. Furthermore taking $300.00 ($150 refundable; $150.00 non-refundable) plus $20.00 (+ tax) per month pet rent totaling approximately $560.00 should cover more costs than there are allowing. We are billed $779.26 to install new carpet.

Gaines Investment Trust is holding us liable for costs to repaint the entire apartment. We dispute this charge. While we acknowledge one wall needed painting, charging us to repaint the whole apartment is excessive and unjustified. The master bedroom wall had a custom color when we moved in, complete with nail holes. Please see enclosed attachments [letter with photos of paint] regarding an email exchanged between our Ventana sales agent and me prior to move-in.

Arbitrary and unjustified assessments that result in financial consequences – financial losses, negative credit reports, and challenges to future housing opportunities is egregious. The individual tenant-- we are powerless to defend or dispute charges. Gaines Investment Trust holds the cards to our credit and ability to rent in the future. Please advise us our rights under the Fair Credit Reporting Act, the Fair and Accurate Credit Transations Act (FACTA) of 2003, and the Fair Debt Collection Practices Act.

Not knowing what else to do other than exhaust all familiar social media sources to reveal the way this company treats tenants, I turn to you in the hope you can help. I do so while unsure of your role in tenant advocacy.

Sincerely,

Laura [redacted]

Attachments: Email

CC: Gaines Investment Trust [redacted] Phone: [redacted]

Review: ON 8/13/2013 I VISITED [redacted] AT [redacted] IN FRISCO, TX. I STAYED OVERNIGHT TO HELP MY FRIEND MOVE IN TO HER NEW APARTMENT AT [redacted]. WHEN I ARRIVED, I PARKED IN AN OPEN AND UNMARKED SPOT IN FRONT OF HER BUILDING. THERE WERE NO SIGNS OR DIRECTIONS OF DESIGNATED PARKING SPACES. THE NEXT MORNING I COME OUTSIDE AND MY CAR IS GONE. I IMMEDIATELY THOUGHT IT WAS STOLEN. I LATER FIND OUT IT HAD BEEN TOWED BECAUSE I DIDNT PARK IN THE CORRECT 'VISITORS' AREA. AGAIN, THERE WERE NO SIGNS POSTED IN THE PARKING LOT NOTIFYING ME TO PARK IN A CERTAIN AREA OR TO WARN ME THAT MY CAR COULD POSSIBLY BE TOWED. AFTER SPEAKING WITH THE PROPERTY MANAGER '[redacted]' I SPOKE WITH HER SUPERIOR '[redacted]'. I EXPLAINED THE SITUATION AND SHE BLAMED THE RESIDENT FOR NOT TELLING ME THE RULES. I EXPLAINED TO HER THAT IT WOULD MAKE MORE SENSE TO HAVE AT LEAST 1 SIGN POSTED IN THE PARKING LOT NOTIFYING PEOPLE WHO MAY NOT BE RESIDENTS OR WHOM ARE NOT AWARE OF THE 'STRICT' POLICIES. SHE STATED THAT SENSE THE PROPERTY IS SO LARGE, IT WOULD BE TOO EXPENSIVE TO POST SIGNS IN EVERY PARKING LOT. SO, BASICALLY IN ORDER TO CUT COSTS YOU DIDNT PROPERLY DISCLOSE THE PARKING ARRANGEMENTS? SHE CONTINUED TO BLAME THE RESIDENT AND OFFERED TO TAKE NO RESPONSIBILITY FOR THE SITUATION OR A COMPROMISE TO SOMEONE WHO HAS VISITED THE PROPERTY WITH THOUGHTS OF LEASING AN APARTMENT. EVEN THOUGH I DIDNT MOVE IN, I HAVE REFERRED MULTIPLE PEOPLE INCLUDING MY FRIEND WHOM JUST MOVED IN. ANY OTHER ESTABLISHMENT HAS SIGNS CLEARLY POSTED STATING YOUR CAR CAN BE TOWED IF IN THE WRONG SPOT. I GET THAT. I HAVE NO PROBLEM FOLLOWING DIRECTIONS. I AM A COLLEGE GRADUATE WITH A BACHELORS DEGREE AND I UNDERSTAND DIRECTIONS PRETTY WELL. BUT THERE WERE NO WARNINGS OR SIGNS. HOW WAS I SUPPOSED TO KNOW WHAT HAPPENED? THERE ARE NO SIGNS POSTED IN THE PARKING LOT AT ALL! OTHER THAN VISITING TO POTENTIALLY LEASE AN APARTMENT AND PARKING IN FRONT OF THE LEASING OFFICE, THIS WAS MY FIRST TIME EVER PARKING IN THE ACTUAL PARKING LOT OF THE COMPLEX. MY CAR IS NOW SITTING WITH THE TOWING COMPANY AND THE CHARGE IS $240 PLUS $22 PER DAY! THIS WAS THE FIRST TIME I WAS FOUND IN VIOLATION AND THERE WAS NO WARNING, FINE, OR TICKET POSTED ON MY CAR FOR A ‘FIRST TIME OFFENDER’ THEY JUST TOWED IT AWAY! I WOULD UNDERSTAND IF THIS WAS A REPEAT OFFENSE OR IF THE SIGNS WERE POSTED IN PLAIN SIGHT INSIDE THE PARKING LOT BUT THAT IS NOT THE CASE. I SPOKE VERY CALMLY AND RATIONAL WITH [redacted]. AGAIN SHE OFFERED NO COMPROMISE PROCEEDED TO HANG UP IN MY FACE TWICE AND THEN THREATENED TO CLAIM HARRASSMENT! IM SORRY BUT THIS WAS A BUSINESS RELATED PHONE CALL DURING BUSINESS HOURS ON A BUSINESS PHONE LINE. I HAVE NEVER EXPERIENCED SUCH ATTITUDE AND DISREGARD. AS IF SHE KNOWS THERE IS NOTHING I CAN DO ABOUT IT. I USUALLY DON’T GO OUT OF MY WAY TO FILE A COMPLAINT. I AM DEFINETLY GOING OUT OF MY WAY NOW BECAUSE I AM VERY TIRED OF THESE COMPANIES BULLYING PEOPLE. I AM FIGHTING FOR MYSELF AND ANYONE ELSE THIS HAS WRONGFULLY HAPPENED TO. I WANT THEM TO BE HELD ACCOUNTABLE. WHY WOULD YOU WANT SOMEONE TO HAVE AN EXPERIENCE LIKE THIS? TO WALK OUT TO GO TO WORK AND THEIR CAR IS GONE?Desired Settlement: I WANT [redacted] TO REIMBURSE ME THE CHARGE TO RETRIEVE MY VEHICLE. AS WELL AS POST THE CORRECT SIGNS INSIDE THE PARKING LOT SO THIS DOES NOT HAPPEN AGAIN TO ANYONES ELSE. TO ME THAT IS BEST BUSINESS PRACTICE. EVEN THOUGH [redacted] AND [redacted] WERE EXTREMELY RUDE TO THE PAYING RESIDENT AS WELL AS MYSELF AND 'CUSTOMER SERVICE' IS SUPPOSED TO BE SOMEWHERE CLOSE TO THE MAIN GOAL, I WONT EXPECT AN APOLOGY FOR SUCH OFFENSIVE BEHAVIOR.

Business

Response:

Dear Revdex.com,

We are saddened to hear of Mr. [redacted]’s complaint and apologize that he encountered this situation. Please know that I explained the following to Mr. [redacted] many times in efforts to help him understand. I have attached a photo of the signage that we have at each entry point to our property indicating that we do tow away cars that are not permitted to park.. In addition, I have attached a written contract between the person Mr. [redacted] was visiting that shows responsibly of the leaseholder to advise their guests of this matter. Mr. [redacted] parked his car in error and was towed. We followed all legal guidelines and met all Texas Department of Licensing and Regulations criteria regarding towing. In addition, we took extra steps to ensure the leaseholder was aware of our parking policies as indicated by the attached documents for your review. Please let us know if you have any questions or need anything else from us.

Kind Regards,

Texas Regional Manager

Phone: ###-###-####

Consumer

Response:

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.

Thank you for the response [redacted]. I have noticed that immediately since this incident has happened, the PROPER signage has been posted. Basically disclosing the correct information that should have been posted before you let someone take possession of my car without my knowledge. I also spoke with [redacted] who proceeded to act very unprofessional, yelling at me and attempting to intimidate me as he went back on hks word of reducing the tow bill by $50. He was also very upset that I was blowing the whistle on this type of behavior. Stating that I was 'ruining his business'. The new posted signs which clearly state the parking terms let me know that what was previously posted was completely insufficient and a direct attempt to trap unsuspecting people and stick them with the tow bill. Since the correct signs have been posted, which I want to reiterate has occurred AFTER the incident and my initial report to Revdex.com as well as the conversation with [redacted] where she was EXTREMELY rude and told me she didn't need to have anymore signs posted because it was not cost effective. I have had no issue or problem finding and parking in a visitor designated spot. So, if you were already in compliance, why did you post new signs that state the terms you were originally not disclosing? I would like [redacted] and [redacted] lake along with DFW tow to be held accountable for this.

Regards,

Business

Response:

To everyone concerned,

We apologize for Mr. [redacted]'s inconvenience in having his car towed. Mr [redacted] was towed by leaving his car in an unauthorized area. The person he was visiting is responsible for advising their visitor of the parking restrictions. In addition, the towing agency placed the required signage that is approved by the city on the community back in February of 2013.

I explained this to Mr. [redacted] many times along with an apology that the person he was visiting did not make him aware of this and also that he did not see the signs. Each resident signs a written agreement advising them to make their guests aware of this policy in addition to the signage that is located at multiple entrances. We consider this matter closed.

Kind regards,

I have filed a complaint with SD Revdex.com over this entity-I have not yet been able to get to the reply however I wanted to advise the Revdex.com and any interested parties of the following issues...Gaines Investment Trust filed law enforcement issue against me in SD County date on file they used Gaines that is three police officers to hand me a NOTICE OF NON RENEWAL ... miss used of law enforcement and the officers noted have been disciplined and there could be more ramifications...they Gaines et al alleged harassment and when the complaint came down it had back fired due to the manager Charlie Spray being ignorant of [redacted] and [redacted] laws and BLACK MOLD...In fact Gaines is guilty of a crime I am in the process of taking this up with the City of Escondido Attorneys office we may have a case at the California Bar...

The employee Michael Hale is at best a blow hard they cannot just enter debt on your credit report as I have advised him...in fact he is an accessory to the original crime I noted above filing false police reports... THE Revdex.com is advised I have downloaded all issues found in their website and its evidence and going to be used for a Consumer Advocacy group I know of...

The entity Gaines is a [redacted] PLAIN AND SIMPLE AND WHEN THEY CANT GET THERE WAY WHEN EVICTING THOSE WHO KNOW THE LAW THEY CALL THE COPS...