Mark-Taylor Residential Inc.

Ms***,We apologize for the confusion. Attached please find documentation of your proof of payment for money orders #***, ***, and ***, which all show the date of purchase on 12/20/2013. You will also find attached a copy of the court
paperwork which states that your court date was on 12/19/2013. As your rent was not paid prior to 12/19/2013, *** *** ** *** *** was awarded the judgment for rent. You did however pay your rent in full on 12/20/so the Arboretum satisfied the judgment that was placed against you. Although this may pull on your credit report as negative payment history, it does not show as an eviction, rather a satisfied judgmentAgain, we apologize for any confusion.*** *** ** *** ***

*** ***,We do acknowledge that a mistake was made by the Valet Wasteservice provider by missing your nighttime trash pickup on a past occasion; the serviceprovider themselves has acknowledged this also, and for that, we apologize.For the reasons stated in our previous response, the serviceis not optional and is not removable from the rental rate for any resident or lease in particular100%participation in a program like this is required, or the site design itselfwould have to be changed entirely to allow for many more large receptacles onsite.As a show of our apology, we are offering to reimburse you $90for the last three month’s worth of valet waste service, which is nearly theentire amount you’ve paid under your lease agreement to this pointInaddition, we have instructed the service provider to take precautions to ensurea mistake is not made again, and are visually documenting such performance.We are confident, with this, that we can put this mistakebehind us and you can enjoy your living experience with us for the remainder ofyour lease term

Ms***,
We understand that you still have concerns about your move out experience and want to help you better understand our positionFor reasons stated in our prior response,we feel that the charges assessed were fair and reasonable considering the carpet was only months old when you moved in. As for your concerns about the communication after move-out, we did attempt to reach out to you about these charges prior to October 8, We make every attempt to notify customers if they have a balance owingIn fact, we have your written notice to vacate form on file with your forwarding address, but unfortunately, on July 19, 2012, your move out statement was returned to us stating “insufficient address - unable to forward.” At this point, based on the reasons stated above and on our prior response, we are standing firm on the charges
*** ***
*** ***
Community Manager

The company is very SlimyWe moved in July and was asked to leave in October because our dog "allegedly" bit another dog We never got a certified letter or eviction notice but was definitely asked to leave by the assistant manager We left at the end of the month then got a bill for breaking our lease! This is such B*SThey also claimed that there was damage to the rugs when we left but the rugs were in poor shape when we got the apartment The office is a HUGE nightmare to deal with There is a huge ANT problem there You see it all around the apartments and around the pool and hot tub Scorpions are rampantYou can't go barefoot in your own apartment without worrying that you will be stungSTAY AWAY!!!!

To Whom It May Concern: The Consumer currently resides at our community. Our consumer moved into an apartment in February of 2015. In June of 2015, our consumer contacted the Leasing Office demanding a transfer because she was told by a neighbor that a previous Resident
had passed away inside the apartment. The Leasing Consultant explained that the lease contract offered a transfer with a day notice and payment of a $transfer fee. The Leasing Consultant understood that the consumer was upset and escalated her concerns to me (Community Manager) I contacted the Consumer and explained that many people pass away inside their homes and since it’s a privacy matter, we don’t openly disclose these events. I explained that the neighbor was correct that someone had passed away but that the neighbor had provided her with some incorrect information based on her own assumptionsIn addition, the apartment was re-occupied for several months before our Consumer moved in. However, since our Consumer was concerned, I promptly approved the transfer, waived the day notice, waived the transfer fee and allowed the consumer to choose a new apartment. Our Consumer is correct that her water usage bill was being estimated at gallons per month. When the Consumer brought this to my attention, I explained that we use a 3rd party billing company for water billing. The water meters have a transmitter that sends data from the meter to the billing company. Recently, the billing company noticed that several water transmitters were not sending this data. The billing company was responsible for notifying the Residents that the transmitter was not sending data and that their billing was being changed from actual usage to estimated usage (permitted by the lease). I offered to review the Consumer’s actual usage history in her new apartment. Once the actual usage data was provided, we would be able to determine if she would be due any credits. Our Consumer was aware that we needed to wait a full usage cycle before doing a comparison. However, I am willing to offer a one- time credit to her account of $while we wait for the usage cycle to be completed. Our Consumer is correct that fees were deducted from the refund check (as per the lease). When our Consumer turned in keys to the apartment, there was a final water bill that had not been paid and was, therefore, deducted. In addition, our Consumer was told that rent would be due on the new apartment when keys were picked up. Since she didn’t want to put any new money down on the apartment until she received a refund for the old apartment, the Leasing Consultant told her she would hold her rent check. However, a few days later the Consumer changed her move in date and had a conversation with the Assistant Manager who provided new amounts. The Assistant Manager received authorization from the Consumer to cash the check. We have apologized to the Consumer if there was any misunderstanding. In addition, the Assistant Manager offered to have her refund check couriered to our office so she could pick it up in person which would have been much faster than waiting to have it mailed. Our Consumer declined this offer and waited until the refund check was mailed. Rent for August was late but we waived the late fees as a courtesy since the mail had not arrived by the due date. I am not aware of any emails that have been ignored and I am happy to address any outstanding matters with her. In addition, I am not aware of any additional fees that were assessed to her account. We value her residency and want to assist her in any way we can.Best Regards,*** ***Dakota Community Manager

To Whom it May Concern,In order to submit an official response, please identify the apartment community this complaint applies to.Thank you,*** *** ***Executive Assistant

To whom it may concern, As verified with the leasing office, keys were not surrenderedThe charge would be reversed if *** *** was able to supply us with proof of submissionAs stated in the latest response, and during previous conversations, *** *** lacks confirmationTo address the second concern, the final account statement itemizes all final charges, credits, and deposits. Per the lease, the deposit may be used to compensate the Landlord if the Resident does not uphold their contractual and statutory dutiesAs seen on the final account statement, the $key deposit helped offset the total charges of $to net the final balance of $The transaction does not prove that keys were surrendered. *** ***’s account has been in our possession for over days without paymentStandard protocol is to outsource all derelict accounts after daysWe have held onto this account, free of additional fees, with hope of an amicable conclusionThe good faith offer of 50% is our bestIf $is not received by October 14, 2016, we will be forced to outsource the account to a 3rd party collection agencyPlease let me know if you need anything additional from me
Sincerely, Dan R***
Director of Collections

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.1. I have paid my utility bill in full. I remember me going into office in person and paying it. I even called the [redacted] office after I received the email from corporate about my utility bill and verified I have no balance due in regards to utility bill[redacted] Office Representative, [redacted] emailed me a copy of my ledger which clearly says I have no balance due in regards to utility. And even she has mentioned the same thing. And the staff who was there when I went and paid my utility bill mentioned that there will be no more final utility bill. So, this is really unsatisfactory from customer side that [redacted] Office and the corporate has 2 different reports.
So, I really would suggest [redacted] Corporate to talk to [redacted] Office rather than me and I have also mentioned the corporate many times that I have paid my utility bill.  I have attached the copy of ledger that clubcan office emailed which clearly says I have paid my bill on 2/3/2015 which if definately after my move out date. And the copy of ledger says the balance is $0.0.
Also I have attached a screen shot of my bank transaction which says I have paid my utility bill.  As I have mentioned, I went in person and paid the utility bill on 2/3/2015 and which got processed on 2/4/2015 according to my bank account transaction. 
This is really same on [redacted] Corporate to not keep track of their business and even after reminding them mulitple times that I have paid the bill.
2. Carpet was not brand new while I have moved in and I have mentioned that in the move-in sheet and plus all other prior damages that was there before move-in. This is another way to rip off customers. 
Regards,
[redacted]

RE: ID#[redacted]-[redacted] To Whom It May Concern: Documentation (final account statement, resident ledger, notification letters sent in 2011 & 2012, notice to vacate letter, and final water bill) supporting the balance due was emailed to Mr. [redacted] today,...

January 8th, 2015.  Our records indicate the last payment received for Mr. [redacted]’s account was on 5/9/11. The total did not cover the following month’s prorated rent. Responsibility of rent through June 9th is acknowledged in the complaint and on the notice to vacate letter. As mentioned in the email to Mr. [redacted], if he believes there is a missing payment, I am more than happy to review his account if I’m provided supportive documentation.   Dan Regan l Director of Collections[redacted] l [redacted] AZ [redacted]T ###-###-#### l F ###-###-####[redacted] l [redacted]

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.I chose this valet waste service under the impression that the service would be consistent. This service is being conducted under contract, since it is on my lease, but I now feel that [redacted] is in breach of contract, since the service has not been consistent and it has been eight times that my trash has not been picked up. In regards to the last incident back on Sunday, 2/8 my wife and I were told by another tenant that the valet trash service company was actually performing training, so it is a mystery how my trash could be missed yet once again. If the valet trash service company has been instructed to take pictures of my particular trash can each night when I have it out, then I would love to see the picture taken on Sunday, 2/8 that my trash service had been fulfilled, because I left to work on Monday, 2/9 at 6am and my full trash can was still sitting in front of my door. My wife and I moved into this community, because it was being advertised as a luxury community, so for a service like this to be such a problem I don’t understand why [redacted] cannot fix it. My resolution ONCE AGAIN is I want the service REMOVED from my lease! Based on how many times this service has been missed so far, and I do feel that it will continue, then I will paying over $300 to complete my contract for nothing! Regards,[redacted]

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.
The maintenance was finally completed on April 23rd (23 days from when the maintenance request was submitted) and I thank the apartment's for finally completing that. However the second part of my complaint was not resolved, due to not receiving the proper service that I pay for monthly, I would like a reduction taken off next months rent.
Regards,
[redacted]

For today’s luxury residential development, services likethe ‘valet waste’ trash removal are necessary for a number of reasons. Both theTown and developer have a mutual desire to become more eco-friendly and improvethe living environment within a community like this. The intent is to...

lower thenumber of on-site large trash receptacles (the kind that require weekly largetruck removal, can become a visual or odorous offense of not diligentlymaintained, and which can become a noise nuisance depending on the hours ofcollection). The site plan was developed from the onset to replace areas thatpreviously would have been used for extra receptacles with things like naturalopen space. We have employed similar ‘valet waste’ services at many of our residentialcommunities across [redacted] over the last five years and the resident responsehas been overwhelmingly positive.Without uniform participation from all residents, theeffectiveness of this service is nullified. If some residents were haulinggarbage down flights of stairs, leaving unusual types of trash at receptacles(furniture, auto waste, etc.), or opening receptacle gates/lids at odd hours ofthe night; the antiquated way of apartment trash collection…it diminishes theliving environment for the entire community. A service like this improves theliving environment for all residents, whether their apartment is located farfrom or near to one of the, now fewer, receptacles.For that reason, services like this are not optional torenters, but rather they are demanded at luxury communities. They should be viewedas “part of the monthly cost” in the same way other luxury features such as granitecountertops, stainless appliances, kitchen islands, plank flooring, attachedgarages, etc. are.We take this particular complaint very seriously and internallyhave routed the resolution up through our asset management team. Our on-siteteam has had in depth discussions with the resident and is working continuallyto resolve. The service provider has been instructed show us visualdocumentation of the consistent collection for this resident and we will nottolerate anything less until we are 100% certain no mistakes are being made. Wehave a duty to this particular resident, as well as all of our residents, toensure all luxury services they demand are up to their standards.

[redacted]Phoenix, AZ 85007 Re: La’Tekqua [redacted]...

CIC 14-07514Dear Sir or Madam: This office represents Mark Taylor Residential, Inc. (“Mark-Taylor”) and I am responding to the consumer complaint filed by Ms [redacted] at their request. We appreciate the opportunity to explain what happened. As we understand her complaint, Ms [redacted] is complaining that management failed to advise her of the correct rent for her apartment and/or misled her with respect to the rental amount. She further alleges that management failed and refused to refund her application fees. Those statements are incorrect.Our records reflect that Ms [redacted] visited The District at Mountain Vista (“The District”), a Mark-Taylor community,  on June 10, 2014 and toured the property. At that time she told staff that she was looking to rent a one-bedroom apartment as soon as possible, as she was starting law school in Phoenix. During that visit Ms [redacted] was given a base rent for the apartment and staff explained to her that deposits and fees would vary depending upon her credit rating. Ms [redacted] indicated that she understood and would get back to staff. At 1:11 a.m. the next day, Ms [redacted] submitted an application online, and indicated that she wanted The District to reserve apartment #3070 for her. Staff responded online at 10:38 a.m. the same day and told her that to hold the apartment she needed to submit administrative and application fees so that they could run her credit. These fees included $50.00 as a refundable administrative fee and a $50.00 non-refundable application fee. At the same time staff also mailed her a deposit agreement that included information about the qualifying criteria for The District. Those qualifying criteria clearly explained that security deposits and rental amounts were based on an applicant’s credit score. Specifically they showed:
Ms [redacted] submitted her application fee and administrative fee on June 11, 2014, before she received the deposit agreement showing the deposit and rental amounts. The District  ran Ms [redacted] application through their credit-screening agency the same day. Her credit score was 5.9; therefore her application was accepted only upon payment of a higher surety bond or deposit and additional rent of $40.00 per month. As set out above this is consistent with The District’s normal practice of basing a tenant’s rent and security deposit upon the results of the applicant’s credit score. Ms [redacted] appears to have understood staff’s explanation that her security deposit  would increase if her credit score was below standard but did not understand how her credit score would also affect her rental amounts.  Management regrets that Ms [redacted] did not understand the second part of this process. On June 11, 2014 staff contacted Ms [redacted] and informed her that her application had been approved, with conditions, and advised her of those conditions. Ms [redacted] was unhappy with the information that her rent was higher than she had anticipated and cancelled her application. At that time management refunded to her the refundable administrative fee that she had submitted, but retained the non-refundable application fee. Following further conversations with Ms [redacted], management agreed to refund the non-refundable application fee as well and that was done on July 1, 2014. This complaint followed.We are attaching copies of Ms [redacted] Visitor Card, the standard deposit agreement, and Ms [redacted] credit score. If you have any additional questions about this matter please feel free to contact me at any time. Most sincerely, Judy D[redacted]P[redacted]

To whom it may concern,
Again we would like to extend our apologies in regards to your initial complaint. Because of the length of time the work order did not get completed, we will be giving you a $200 credit off May’s rent for any inconvinience this may have caused. Here at The [redacted], have an open door policy for any complaints or suggestions you may have and are more than willing to meet with you in person to discuss such matter.
 
Thank you,
[redacted]
Community Manager

Mark-Taylor prides itself on giving every resident a positive experience both during and after their time at our communities. To that end, the most notable fact here is that we absolutely did our best to negotiate down the cost to Ms. [redacted] for the repairs to her apartment. In fact, an actual...

cost of $514.70 was reduced to a final bill of $351.71
in an effort to maintain that positive experience. We rely on our service team and professional vendor to assess and repair damages to our apartment homes.  This cannot be reasonably done with a simple walk-through and with respect to everyone's schedules, as we want to use the utmost  care in preparing for future move-ins.
All residents sign a lease agreement, which holds them responsible for damage to their apartment. Ms.[redacted] moved in on May 30, 2011 and accepted the carpet as being in
“good condition” on her move-in form – the carpet had been installed 6 months prior. After living there for just 13 months, there was no expectation of having to replace the carpet since it had a projected life of 5 years. However, after inspection on July 2, 2012, our carpet cleaner told us the carpet was so badly stained it wasn’t worth cleaning. Bear in mind, this didn’t benefit the cleaner since they don't get paid to inspect the carpet. Instead,
we called our carpet replacement vendor and had it replaced on July 5, 2012.  The final cost was reduced by 19 months of normal wear and tear from the original installation.
Essentially, Ms. [redacted] was only charged for the expected remaining life of the carpet, 3yrs.
We pro-rated that charge to Ms. [redacted] because we believe in being fair and we thought Ms. [redacted] agreed in the compromise, as she paid the balance in full on Nov 1, 2012, which closed and satisfied the account in full. 
[redacted]
[redacted]
Community Manager
Note: A comprehensive move-out inspection form, as well as all related vendor invoices are on file with Mark-Taylor.

Mark-Taylor is a reputable company with ethical business practices. As such, [redacted] management has reviewed the complaint and responds as follows:
sans-serif;">The resident was not charged, nor did he pay a $175.00 pet deposit, therefore it cannot be used to cover the pet damage. Monthly pet rent is not a deposit and cannot be applied to damages.  Management did remove a $50 charge for stretching the carpet which was included in the final account statement in error. The remaining carpet cleaning charge of $139 will be further reduced by $50.00 for the standard steam cleaning. The resident will be responsible for the $89.00 pet stain treatment as the charge simply covers the expense to [redacted] for removing pet stains from the carpet.
Water is metered at [redacted]. Each unit has a water meter which calculates the amount of water used. The resident called in a service request for a "running" toilet on May 31, 2012, following the receipt of a higher than usual water bill. The service department repaired the toilet the same day.  The resident called in another service request on July 7, 2013 asking for an inspection for leaks due to a high water bill. The service department found a leaking toilet and the repair was made on July 8, 2013.
Management has explained the water metering system to the resident and the direct relation of the service requests to the higher water usage preceding the repairs.
Mark-Taylor Residential looks forward to a timely resolution for all parties.

To Whom it May Concern,Thank you for providing information about your experience.  Before a formal response can be submitted we need to know which apartment community this is regarding.  Please provide the name and the address.Thank you,[redacted]Executive Assistant

Moved into one of their apartments in the middle of 2013. Talked to the apartment manager when I wanted to transfer to another Mark-Taylor residence and they allowed me to do so without paying any fees. I did the same thing again around 6 months later because I needed to be closer to work and my wife couldn't keep going up and down 3 flights of stairs with a new baby. They charged me nearly $2000 in fees to transfer!! Stating it was because I broke my lease early so they needed the rent for the months I wasn't going to be there. Even though they would fill that apartment with another person within a week. Just recently moved out of another of their residences after finishing a full 6 month lease. Now they want to charge me for 3 past water bills saying that they are billed a month behind the rent. And over $400 to replace carpet in a 10 foot by 15 foot room??!! They probably didn't even attempt to clean any of it themselves. I will never rent with Mark-Taylor again. Biggest mistake ever. For anyone reading this, please avoid them if you can. There are better places to rent from that don't require what they want. They hook you in with the "no first month's deposit" deal. Please be careful with them. Terrible customer service too.

To whom it may...

concern,                                    ...⇄ 7/18/16
[redacted] was a resident at Onnix from 8/1/2012 through 9/11/2015. He did not turn in his key, thereby returning possession of the apartment to our management staff on his committed date of August 31, 2015. The final charges to his account are for:

Additional days of occupancy
Key charges
Utilities
Cleaning
Because we did not get possession of the apartment on the pre-established date of August 31, nor did we receive the keys, Mr. [redacted]’s complaint is without merit. The documentation attached clearly outlines these charges and all of this information was provided to the resident. We did offer to reduce the total amount owed by 30% and have not received a response from Mr. [redacted]. At this point we are willing to reduce the charges by 50%.
Please let me know if you need anything additional from me.
 
Respectfully, Carolyn P[redacted]
Onnix Community Manager
[redacted]
###-###-####

The lack of our completeing the Service work on this Apartment is correct.  The issue was that when the first part of the service request was completed, our team did not put anything on the request that would indicate that we needed to go back and touch up with paint in the areas that had been...

worked on, this is not our normal pracrtice.  We pride our selves in customer service and to do every job to a high level of completion.