ICON Apartments

Dear Ms. [redacted],Below and attached, please find Avesta's response to the complaint recently submitted by [redacted] pertaining to Avesta ICON apartments located at [redacted], your complaint number: [redacted] Avesta ICON has been sustaining several months of...

water problems in regards to plumbing. The plumbing system is all connected throughout the community and Avesta ICON is in the transition of placing valves so that when there is a plumbing issue, half of the community's plumbing is not turned off.On February 28, 2017, a plumbing issue arose near buildings 10 and 15 which led to the pipes overflowing. As soon as Avesta teammates were aware of this, they responded to the site to try and resolve the overflow. They repaired the overflow and ensure that there were no additional issues.On March 6, 2017, our teammates were once again advised of a pipe overflowing at the same location. Again, our teammates immediately responded and attempted to solve the issue. However, once I. became apparent that they were unable to solve the problem, the Community Manager called our plumbing vendor, [redacted] Ltd. [redacted] arrived on March 6, 2017 and fixed the overflow issue. Attached as "Exhibit A" is a copy of the invoice from March 6, 2017.On March 27, 2017, another plumbing issue arose again near buildings 10 and 15 which led to the pipes overflowing. This time, [redacted] Ltd. was called immediately as teammates were already aware they were unable to fix the issue. [redacted] responded to the call and fixed the overflow issue again. Attached as "Exhibit B" is a copy of the invoice from March 27, 2017.A representative from [redacted] advised that this plumbing issue will keep arising so long as -esidents are placing non-toiletry items in the toilet. Provided with this information, Avesta ICON sent a Notice to al residents asking them not to throw non-toiletry items in their toilets. Attached as "Exhibit C'' is a copy o-that Notice. In conclusion, Avesta ICON did not neglect fixing the plumbing issue. Instead, once we were aware of the overflow near buildings 10 and 15, Avesta teammates immediately responded to the area to address any issues. In addition to Avesta teammates making the necessary repairs, our teammates also worked with outside vendors to ensure that the plumbing situation was fixed as quickly as possible. Our Avesta teammates also kept Ms. [redacted] aware of our efforts to remedy the issue throughout the process. Based on our prompt response to the situations as they arose and our proactive steps to educate our residents regarding the types of materials put down their drains, we feel that Avesta handled the situation appropriately and that no compensation is warranted in this situation.

Review: My daughter and I were misled into signing documents with ICON & now they are threatening to send us to collections if we don’t pay them $1251 for an apt we never took possession of. We told them upfront we couldn’t enter into a lease unless & until certain things happened with my daughter regarding her grant & guarantor. Also, I was assured I would not be held responsible. They still wanted us to move forward with completing all of the paperwork but guaranteed us they would hold it. They lied to us about what we were signing & what they were doing with it (as per our verbal agreement on 4/25). We never paid rent/security dep, never got keys, never completed process & they denied the guarantor. My daughter told them she wasn’t moving in as per the agreement. However, they moved forward with enforcing the lease they claim we entered into and demanded pmt from us. On 12/1/2015, my daughter called me and told me they were sending us both to collections in 5 days if she didn’t pay them 9K. I called C[redacted] (property mgr) to get info. She refused until I escalated to M[redacted] (C[redacted]’s boss) & A[redacted] (M[redacted]’s boss). They said they didn’t care what we were told. They claim we entered into a lease & broke it and we owed 9K (lease amt). They said they would settle for $1251 but said if I didn’t pay or if I escalated that they would enforce the 9K & send me to collections. They also refused to talk to me at that point. We also escalated to T[redacted]t (CEO), no response. They tried to scare my daughter into paying by threatening to ruin her credit if she didn’t pay the 9K even though they rented the place to someone else. I told Andrew it was illegal to collect rent from 2 people. They changed the amt due to $3500 but said would settle for $1251 but if I didn’t pay they were sending me to collections for $3500. If I was truly responsible they wouldn’t have asked for a guarantor, I would have qualified on my own). Plus all of the communications took place with guarantor, not me. They cannot collect from the guarantor so they are trying to collect from me. All of the paperwork submitted was signed by the guarantor, not by me. I signed one document as a parent only. We are at risk of them ruining our credit.Desired Settlement: We are asking them to remove us from all liability as we should have never been responsible for anything, to not send us to collections and to not impact our credit in any way. In addition, if I end up having to take out a loan to pay them in order to protect my credit I am asking for reimbursement of the full amount, $1251. They are turning us over to collections on 1/16 so I most like will have to pay. I am also asking for reimbursement of my attorney fees as I had no choice but to hire someone because they stonewalled me and just outright refused to talk to me. In addition, they repeatedly threatened to enforce the full lease amount of the lease, 9K , if I escalated within the organization. I had no choice but to get help to get them to respond.

Review: Lease states tenant accepts the property as is unless he/she reports that repairs need to be done. Communications regarding the need for immediate repairs to the unit began PRIOR to the lease start date of July 1.Management has been aware of the need for significant repairs since 06/29/13 or before--at least 3 days prior to the lease start dateManagement has been aware of safety issues since early JuneManagement has not complied with the lease requirements for unit entry authorizationManagement has been aware of unlawful occupancy in the building since early JuneManagement has been aware of the potential for biological hazards since 06/29/13 or before--at least 3 days prior to the lease start dateMy daughter's and her roommates' complaints were not addressedI contacted the corporate headquarters on 07/02/13, on the 2nd day of the leaseMinor repairs commenced on 07/23/13--23 days after notice went to corporate headquartersRepairs that impact the habitability of the unit remain incomplete--nearly 2 months after the lease term beganI have paid on time, in full, and in good faith via the online payment system, based on the information provided by mgmt company Campus Acquisitions' staff, payment system, and key executivesWe have not accepted the unit. It is uninhabitable under Civil Code 1941.1 and Health and Safety Code 17920.3. I have repeatedly asked when the unit will be ready for the initial walk through. Initial walk through has never occurred, because it is not up to code.Still not received results of mold testing, nor information I requested regarding the removal of mold and mushrooms from the bathroom today. Have not received requested complete ledger files reflecting all payments, despite acknowledgement that online payment system is flawed.The manager "offered" to terminate the lease if we pay fees that we do not owe. When shown an accounting error and given the opportunity to end amicably, he rescinded his offer. Yet the apt remains unhealthy.Desired Settlement: Refund of $500 security deposit and termination of lease effective August 31 with zero-balance receipt. An apology.

Consumer

Response: