Integrity Brick

Initial Business Response /* *** ** *** */
Equity residential/Cierra Crest provides an Express Service Guarantee for our residents in reference to 'Routine Service Requests' during the regular business weekThis guarantee is that we will complete Routine Service requests within two
business days however certain restrictions applyRestrictions include the type of work that is requested, our ability to have access to the apartment during business hours and we must be notified in writing if the routine service request is not completed
In this particular situation the resident had a closet clothing rack (not part of the routine service requests) that had fallen and needed to be put back upThis resident has two large dogs that are not kenneled so we can only enter with one of them homeThe service request included note that resident would be home Tuesday 5/12/before 3:or Wed 5/13/before 1:We attempted to first complete this work on Wednesday 5/13/before pm(around noon) When the Service Technician knocked there was no answer however our Service Tech said he could hear the large dogs barking aggressively at the doorOn that same day we had a company event and closed the office at noonFor this apartment we need the resident to be home in order to the work - any knock on the door and the dogs bark at window and door very loudlyWe then set up an appointment for Thursday May 21, at 11:a.mto have a Service Technician fix the issueWhen our Service Technician arrived on Thursday 5/as requested the Service Technician knocked and could hear dogs inside barking but resident wasn't homeThe Service Technician returned to the office and the Community Manager called the resident who informed us that she was running late and would be there in minutesOur Service Technician had to return to the apartment again in minutes to accommodate the resident being late
As listed on Equityapartments.com our Express Service guarantee includes: "Routine service requests include the following items: interior electrical light switches and outlets, heating and air conditioning, water heaters, refrigerators, ranges, dishwashers, washers, dryers, garbage disposals, clogged drains, leaking plumbing fixtures and systems, door locks and viewers, window locks, smoke detectors and carbon monoxide detectorsFor us to keep our Express Service Guarantee to you, we must have access to your apartment during business hours"
Initial Consumer Rebuttal /* *** ** *** */
(The consumer indicated he/she DID NOT accept the response from the business.)
I requested the service on May 4, and the tech did not even attempt to come until May 12th to even look at the closet to see if he needed to order a partI know that sometimes they need time to get a part in and to make a time when I am home, however, the maintenance tech did not even attempt to call me until May 12th
Final Business Response /* *** ** *** */
A service team member did attempt to enter on the 4th of May, but was unable to due to the dogs not being secured in the apartmentWe re-tried to enter a week later to fix the issue but there was no one home and the dogs were loose in the apartmentAt this time, we called the resident and got a good time to come when they would be homeOur service member fixed the issue at that time
Final Consumer Response /* *** *** *** */
(The consumer indicated he/she DID NOT accept the response from the business.)
No one attempted to enter my apartment on the May 4th

This Revdex.com complaint submitted from [redacted] was not received until early July when I returned from vacation.  The first two Revdex.com notices  were sent to our old email account that is not longer valid.  When I first read this the complaint was already closed and...

it stated that we had not responded.  I then left message for Revdex.com to find out what happened and received a call back today in which I found out the wrong Cierra Crest email was used.  Note [redacted] is [redacted] and [redacted] is upstairs party whom complaints were issued on.   4/4/16 I spoke to [redacted] and told her our Maint Supervisor did an inspection of the upstairs [redacted] neighbor deck and didn't find evidence of dog urine.  [redacted] said the urine dripped down after the snow storm again but first time was when they first moved in upstairs.  She said she has urine spots on her patio furniture.  I told her the residents upstairs [redacted] wanted to set a meeting to talk about everything and [redacted] said fine she has pictures and video and they used to yell at the dog and leave him out there.  MS is going to [redacted] tomorrow 4/5 and see what she has on her deck [redacted] said she'll be home tomorrow afternoon.       5/14/16 [redacted]'s roommate  came in today to say that the problems with the dog upstairs [redacted]  is still going and was not taken care of.  Putting a work order in now to get deck power washed and damages assessed if any.   5/14/16 Notice was posted to [redacted] about continuing issues (3rd noise warning and 2nd unauthorized dog/dog issue warning on patio)    5/16/16 Property Manager met with both roommates of *.  They said they feel harassed and haven't had the boyfriends dog visit for at least a month now.  Didn't have a party and they weren't loud. I had the Maintenance Supervisor go over and check their deck [redacted] again (any signs of a dog) apt was very clean and no sign of pet.  They said we are getting into trouble and we aren't doing anything. I told them I would ask the neighbors to contact our courtesy patrol if anything happens again with noise or dog - they said they can call the police if they want.  5/16/16 Property Manager emailed [redacted]: Hi - I wanted to let you know I spoke to your neighbors (above you) again today.  I also had my Maintenance Supervisor and my Leasing Consultant go do another inspection of your neighbors deck today and they didn't find any signs or smells or debris left from a dog.  Because they insist that they are not making excessive noise and haven't had a dog there for quite sometime now I need to ask you to contact our Courtesy Patrol next time an issue takes place (they work for our property and can see or hear what you are experiencing) or if it is really loud after 10 pm noise you can call [redacted] Police.  Our courtesy patrol isn't here onsite 24/7 but when you call our phone number after hours it will prompt you as an option to leave a message for our courtesy patrol.    5/17/16 [redacted] replied: Well your maintenance man is lying because my roommate was home all day yesterday and no one came over. I am working today so he can come over around 3.  I will call them myself and tell them they can come.   5/17/16 I emailed back to [redacted] Hi - I think you misread my email.  My Maintenance Supervisor said he had previously looked at your deck.  Yesterday he looked from above and below.  Maint Supervisor said yes around 3:00 will work please call us and he will come over.    5/17/16 [redacted] submitted resident relations complaint to our Corp office and also to the Revdex.com.   5/17 Property Manager updated Corp office. [redacted] reported the upstairs gals [redacted] party and have had a dog over (today she said is a mixed [redacted]?) that urinated onto their deck. Upstairs was notified on a few occasions and warned no dog can visit or be out on the deck unattended that downstairs said had urine on furniture (this was a month ago)  Service Manager went over a month or so ago and inspected the [redacted] and also the [redacted] deck and said didn't see any sign of urine.  This last weekend [redacted] came into the office very upset and said it's happened again!   Leasing notified the [redacted] and they came in and had a meeting with me yesterday and said the dog hasn't been there for a month and we have been quiet. Service Mgr again yesterday went and inspected the [redacted] and didn't see any sign of dog in apt, or deck smell - said [redacted] was very clean.  I told the [redacted] I will have the [redacted] just call courtesy patrol going forward to see if they witness noise or dog issue.  Leasing Consultant wrote a work order last Saturday for the [redacted] to have power washed if needed to call the gals first.  Today I emailed [redacted] and her roommate letting her know I met with her neighbors also to please contact our courtesy patrol or [redacted] PD if needed after 10 pm as in these situations can possibly witness what is going on.   5/17/16 Serv Manager and Maint Tech met [redacted] at her apt at 3:00 today and swabbed the deck with paper towels - neither they or office could detect any urine smell but SM told her he will have her deck power washed and she said ok she'll email him when she wants it done.    5/17/16 called our Corp office.  Our Admin Asst Corp office tried calling [redacted] back a couple of times this morning – there was no answer and then there’s a message that says the call cannot be completed as dialed.  I double checked the number, it’s the same number that we have for her in [redacted].  I was just going to do a follow up call to let her know we received her message.  Note: later in the afternoon our Admin Asst spoke to [redacted] and she was aware power washing was going to take place.  She [redacted] replied you haven't even checked our deck. I replied Service Manager said yes he checked their deck previously when complaint came in but didn't smell or see urine at that time. Yesterday he looked again from above and below.  I told her we will have him go over today if we have Permission to enter.  I told our Corp office that she had replied Service Manager is a LIAR and he never checked their deck yesterday.  I replied to her... I believe you misread my email I said [redacted] checked it previously but yesterday looked from above and below.  I then asked her if she wants him to look at the deck today and do we have PT   5/20/16 Service Manager notified [redacted] that power wash would take place on Monday May 23rd after 10:00 and that the lights hanging on their deck will need to be removed for this to take place. They said ok.  Notices were posted on 3rd and 1st floor that power washing was taking place May 23rd after 10:00 a.m.  Again Service Manager didn't find any evidence of dog in or outside the apartment.    5/23/16 Service Manager went to power wash all three floors ([redacted] and [redacted])  Lights on [redacted] were still hanging and [redacted] was home so Serv Manager borrowed chair to reach the lights and removed them. Power wash wash completed all three levels.    7/18/16 Renewal lease was signed by [redacted] that begins in August.

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]

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]