Mission Rock Residential

Complaint: ***
I am rejecting this response because:These people are a fraud! You can clearly see the apartment was damaged and that is mold. You will be hearing from me again. And I surly hope they actually took the time to correct the mold properly before putting another child's health at risk. Your loyalty is obviously not with the health and care of your residents.
Sincerely,
*** ***

Hi [redacted] I appreciate your residency with us at Bradford Pointe Apartments in Austin, TX. As a courtesy, we will waive the $75.00 late fee that you incurred. It will show as a credit on your account for August 2016's rent. Please be advised, though, that billing and/or...

computer errors do not prevent any resident from having fees waived. The entire rental amount including utilities etc are due by the 3rd of each month. Payment received after the 3rd is subject to late fees. Please contact me with any further questions! Have a great day.

The original email was sent to the Regional Manager to address since they have first hand knowledge of the condition of the apartmentThe move-out charges for the apartment are due to pet damage to the carpet that needed an intensive pet treatment in lieu of the replacement of carpet. ...

Additionally, there were move out charges which were detailed on the move-out statement and an email sent by the Regional Manager which included the cleaning of the bathrooms, oven, and microwave.  These charges are detailed on the move-out checklist given at the time of move-in and signed by the resident.  Per the lease agreement the apartment is to be left in good condition and reasonable wear and tear are taken into account.The resident was charged less than what the property was charged to bring the apartment back to rentable condition.

During Ms [redacted] tenancy at Signature Point, we received 2 work orders that were reported and completed.  Roof repairs do not require entry to the apartment and there was no visible mold detected.  There was however, poor communication that perhaps occurred as the site experienced some...

staffing changes shortly after her move out.  Upon further research of the file, it should be noted that Ms [redacted] did not comply with Section 92.056 of the Texas Property Code which requires the resident to place any landlord default in writing and to be delivered and accepted by management.  If first written request is not remedied, a second written request is required.  If there is no resolution upon a reasonable amount of time, a third notice is required in writing of intent to terminate the lease agreement.  There is no evidence of any written requests or notification of termination.  Ms [redacted] was in physical legal possession of apartment #[redacted] until keys were returned on October the 15th to which we moved her out of our system and reconciled her account accordingly.In reviewing the documents provided her by Pro Lab (see attached) in is clear to see the report is inconclusive and incomplete.  The address is that of an apartment that does not exist at Signature Point.  There are no specific areas notated within the report.  There are no levels indicated within the report.  There is no control sampling available for comparison which would be needed to show any elevation of levels as mold exists everywhere.  I have attached a sample of a report from another property conducted by a professional in this field.In the interest of resolution and coming to an amicable agreement, Signature Point Apartments agreed to for go the Lease Termination Fee of $2697 and a Reletting Fee of $764.15.  We are proposing no refund due to the resident and no balance owing to the landlord in this instance.

Complaint: [redacted]
I am rejecting this response because:From my pictures you can see that all appliances that you are claiming that you had cleaned were already cleaned. Again the move out procedure varies from tenant to tenant and isn't the same across the board. As far as my cat I find that hard to believe as the last place we lived we had her there 5 plus years and our landlords gave us EXCELLENT references for where we are now. It is useless to try to get anything that is deserved back from sierra sun cause they take deposits even from people like my old neighbor Linda who they claimed they either replaced or cleaned the carpet and kept her HUGE deposit. Neither in fact which are true cause at the time of her move out I was not working and was home and no one came to do either since it's so loud you could hear it through the walls.  I understand the stove top pan replacement parts but as for all other "cleaning" I completely disagree! It's easy to get so called receipts from companies you do "business" with and make false accusations but unfortunately that is how some people do things. I have spoken with 5 other tenants who have since moved out who have had the same issues with sierra sun and sadly I wish they too made reports with the Revdex.com but were too afraid to speak up.
Sincerely,
[redacted] And [redacted]

Complaint: [redacted]
I am rejecting this response because:  Of course the bank has a secure firewall on their site. I have NEVER had my banking information or money stolen out of my account in the 20 years I have had a bank account with this bank. Cyber criminals find ways to access information in any way they can. I lived in Rio Rancho for 12 years in my home and NEVER had an incident there. I find it ODD, that after this management office had my banking information and phone number and three days AFTER I moved in this apartment complex, my bank account is hacked. Either that is a coincidence or there is a valid connection. The police do NOT investigate online banking crime. The FBI specifically investigates these crimes because they are legally the law enforcement department ASSIGNED to banking crimes. Even though I filed a police report for the record because it is the appropriate thing to do. Online crime is not a simple procedure as this management office appears to think. It is complex and criminals have accessed confidential information even from banks and broken into the IRS which is very secure. This management complex does not make valid points at all. They would not hear about investigations or if other residents were hacked because the bank would not inform them and the FBI would not inform them either. They do ALL of their research and investigations behind the scenes. The bank did not violate this security breach. It is a possibility that someone in the PEARL office could have violated a security breach. NOT one of them is going to admit to this security breach.  I am the one who is violated in this situation. Their attitude is one of defensiveness and a lack of concern for a serious crime that was committed against me that created fear and a unsafe situation for me. This complex has had more police calls than I have ever seen. It now has 24 hour security. This appears to be an unsafe community.  If they are not guilty they would be more concerned and realize that someone on that office may not be who they say that they are. It is very odd that I was hacked ONLY THREE DAYS AFTER I MOVED IN HERE. That is NO COINCIDENCE. I knew NO ONE HERE. The only people who had any awareness of me were the Manager in that office and the leasing agent who took my private information: [redacted].  It is too odd. If anyone in there had anything to do with the crime against me, it will be uncovered in the FBI investigation and by the bank. Both are ongoing. And no one in that office can state with any accuracy if anyone else who lived here or lives here has not been hacked.  Most likely other people who live here or have lived here have been hacked. It is also a possibility that they just were not bright enough to see the possible connection. It is the apartment complex responsibility to create a safe environment for all of its residents. 
Sincerely,
[redacted]

Good Afternoon, After reviewing the Revdex.com claim regarding Mr. [redacted] I verified that the account was indeed charged incorrectly for an additional move out fee resulting in the account being placed in collections.  The account was adjusted on 01/31/2018 to remove the...

incorrect charge. Once the account was corrected, an updated final account statement was sent to Mr. [redacted] reflecting a refund was due.  The account was immediately removed from the collection agency and his record updated.  A refund check processed and mailed out on 01/31/18 in the amount of $1,064.87 to the forwarding address provided. Once everything was confirmed, I contacted Mr. [redacted] directly and apologized for the confusion and informed him the check was in route.  He welcomed the explanation and the apology.  Regards,   Marcus S[redacted] Regional Manager

Hello,I regret that we provided you with bad service and a poor customer experience—it is the exact opposite of what we pride ourselves on. We value our customers and understand how important it is to offer exceptional service. We are refunding your holding fee of $200 and you should receive payment...

within the next week.Sincerely,[redacted]

Complaint: [redacted] I am rejecting this response because:As the respondent suggested; I actually have been directly in contact with the main office personnel. Almost on a monthly basis for one issue, or another. Mainly the billing through Conservice, and then being re-fined by [redacted]. When we originally moved in about November of 2016 the gentleman that signed us up asked my utility information, and I gave him everything including my renters insurance, etc. He said what I had given him was satisfactory, and that he needed nothing else at that time. Months later we started receiving the charges for power, even though what I had originally given him for my power was said to be sufficient. They also added on several months of these charges on one bill. As far as the vacant fees for utilities, perhaps this is their way of defining something else, but the property was never vacant after our move in date. The issue also continued. I went in personally around May after having to call in several times with the same matters, and I showed the person in the office the information I had previously submitted, and other agents of this office also confirmed, and claimed the matter was resolved. Only this time this person proceeded to inform me that he saw understood the issue, but that I had been misinformed. He provided me a website to enroll in an account for my utilities which they required. I did this right there, in front of him to prove that it was done (again) as they had instructed. I then paid the late fees, even after their admitted mistake on staff's part, and I made sure to verify that this was not going to happen again, he confirmed that it was fine. Months later, same exact issues. With response to the appliances left outside, perhaps this respondent should tour the facility themselves. Or I can present more evidence in support. Children climbing the appliances and playing in the uncovered dumpsters, screened only by severely dilapidated fences. Now it looks like an RV park as apparently they now allow out of state squatters to camp out in their RV's by our mailbox and playground. But again, they only tow the easy money regardless what is claimed, violations of muni codes, or not.        
Sincerely,
[redacted]

I am sorry to hear that Ms. [redacted] feels that we have not met her expectations with regard to her deposit refund.  I have spoken to [redacted] on several occasions regarding her refund.  Ms. [redacted] was informed at the time of application that her voucher would need to be...

verified prior to her approval.  Since we were unable to accept the voucher that she presented and approve her application, her deposit was refunded.  Ms. [redacted]'s deposit was promptly processed on 2/25/16 for a refund.  The refund check was cut on 3/16/16 and mailed to the address that she had provided on her application.  Ms. [redacted] advised me on 3/25/16 that she does not receive mail at the address provided, so I requested a stop payment on the check and updated the address to the new PO Box.  The new check was issued on 4/5/16.  Additionally, we agreed to refund her application fee of $40 that has also been sent to Ms. [redacted]. Please let me know if I can be of any further assistance. Sincerely,[redacted]Property Manager

On January 26, 2018, Ms. [redacted] moved to The Pearl at Spring Creek.  On January 31, the resident visited with the assistant manager and informed her that she had been "hacked".  A formal complaint was e-mailed by the resident to the property manager on February 5, 2018, the same day the...

property manager communicated with  the regional manager who wrote an e-mail to our Sr. Treasury Analyst and he responded the same day with the following: (see attached) From: [redacted] Sent: Monday, February 5, 2018 9:23 AM To: [redacted] Cc: Pearl at Spring Creek (Assistant Manager) [redacted] Subject: RE: My Safety and Bank Account: I Was Hacked I am sorry that the resident got her information “hacked”. I can imagine it must be very frustrating. Unfortunately, there is not a whole lot any of us can do to help except work with the ABQ police to help in their investigation. The same for the bank investigation. An open internet network is a very dangerous place to be conducting an business, especially banking transactions, but it is the responsibility of the resident to take the risk when they log in to confidential sites on an open network. Again, I want to I impress that I am sorry that the resident is having to deal with this issue, but I want to equally impress that it is not the responsibility of Mission Rock Residential   [redacted] ¦ Sr. Treasury AnalystMISSION ROCK RESIDENTIAL ¦ [redacted] ¦ Direct Line: ###-###-####

The first time I received any e-mails was when the leaseholder [redacted]’ mother sent an e-mail to our corporate office about her daughter’s January rental payment not being paid, when they said they had paid it. I called [redacted] and explained that January’s rent had been paid but that payment...

came back as an NSF. [redacted] told me her mother never should have sent that e-mail. I asked her what issues she is having. [redacted] told me that she had one of her neighbors ask her if she could not be so loud during the night. She said she does come home late and takes her dog out at night. [redacted] said she stays at her mom’s most of the time because it’s closer to her work I asked her if she would like to terminate her lease and [redacted] said not now, they are looking for a house and it’s nice for her to have a place to come to from time to time. [redacted] already knew there was a termination fee that would have to be paid, and she was not ready. I did find out that an e-mail was sent to our leasing desk on 1.4.2017 that we had not responded to.  The person that was at that desk had left the company about a week prior to that, so I had not seen the email. I gave [redacted] my e-mail address and told her if she needs anything to e-mail or call me directly. I keep getting e-mails from her mother and I keep informing her mother that I need for her daughter to put in any work orders or talk about any issues with her apartment since she is the leaseholder. I got an e-mail allegedly from [redacted] 4.10.17 saying they have found a house, and stated that work orders have not been done, they have not received any information on terminating the lease as requested and that [redacted] has had nothing but trouble here. This is not what [redacted] told me over the phone, and she later admitted her mother had sent the email. I responded to that e-mail 4.11.2017 congratulating her on her new home. I gave her the information on the 30-day notice and the termination fee required by her lease, which is not up until 11.20.17. I asked if she would let me know what work orders to put in for her, so we can get anything fixed that needs to be. I explained that on 4.10.2017 Jason called her about her April rent and I called her 4.11.17 about her e-mail and April’s rent, and both of us had left her a message. Since we were unable to get ahold of her, we had to start the eviction process and I asked for her to give me a call. I got an e-mail right back from her mother about uncompleted work orders, the neighbor issues, and stating they will not pay April’s rent due to work orders not being done. I sent an e-mail back to the mother asking again to have [redacted] get in touch with me, as I can only discuss this with [redacted] since she is the leaseholder.I pulled a list from our maintenance computer system of all work orders that had been submitted on [redacted]’s apartment since her move in. [redacted] had put in four prior to the complaint being filed with the Revdex.com (copies attached): 10.25.16:  Pilot light out on stove (completed 10.25.16)10.27.2016: Carbon monoxide alarm beeping (completed 10.28.16)10.28.16:  Smelled gas (completed on 10.28.16)12.16.16: Heater not warming up apartment (completed on 12.21.16 due to pet arrangements having to be made – thermostat not set correctly)2.19.16: Thermostat not consistent (completed on 2.19.16)   [redacted] returned our messages today, 4.12.17, and she said she does not know why her mother keeps getting involved, as she keeps telling her to stay out of it.  She said her mother isn’t even in town and doesn’t know what’s going on. I asked her about the work orders that her mom is saying have not been done. She said that she thinks her mom thinks that she has put in work orders but she has not, however there are a few things she would like to get done. I put in the work order on the items today that [redacted] mentioned. I asked her about April’s rent and [redacted] said she will pay it on Friday, 4.14.  She said she is late because she does not get paid until Friday. I explained that she will have court paperwork on her door and as soon as she pays rent on Friday we will dismiss the eviction.  She said she was fine with that and she would like to make an appointment with me on Friday to go over termination fees. We ended up not picking a time but she will be in sometime that day. I asked her if she knows she needs to put in a 30-day notice, she said she did know that and she knows she has the termination fee as well but she was worried about is having to pay the termination fee on Friday along with her rent. She asked if she could pay it in two weeks, and I agreed that she could. I asked her about the last e-mail that she sent from her email address, because when I responded, her mother immediately wrote me back.  I explained to her again that I am unable to give her mother information because she is not on the lease with her and [redacted] says she understands that. I asked her if there is anything else going in her apartment other than the work order she put in today that I can help her with and she said no.  I also asked her about the complaint filed with the Revdex.com, and she said her mother filed it, not her.

[redacted] connected with the Executive Vice President of Mission Rock Residential on June 28, 2016. She had a verbal conversation with the EVP to discuss her concerns related to rescinding a written notice to vacate that she had submitted for her home. Her home had since been rented which was...

presenting some challenges for the incoming resident. Previous to this verbal discussion with EVP, written communication was utilized to ensure that the information that was being delivered to [redacted] was clear given the specific nature of her requests.This issue has since been resolved with the Executive Vice President, [redacted], and [redacted] was able to retract her notice to vacate. I apologize if [redacted] felt the method of communication was rude as this was not our intention. Sincerely, [redacted]Regional Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

My only option appears to be to accept or reject the response. While no actual actions have been taken by the management **mpany yet, they did at least answer me.

My team has reached out to [redacted] via email and telephone on July 15th 2016 and again on July 28, 2016.  They have not gotten any response .  Attached is the original written response to [redacted].  We would have loved to had the opportunity to rectify the matter given the...

chance. He will be released from his lease contract with the Point at Cypress Woods.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/06/03) */
Dear Sir or Madam,
Mr. [redacted] has addressed the lease violation and he has had the utilities put into his name as requested. As a courtesy and a gesture of good faith, Mr. [redacted] will not be back billed for the last 12 months worth of service...

that he utilized and understands that he will be responsible for maintaining all of his utility accounts moving forward.
Please let me know if you have any additional questions or if I can be of any further assistance.
Sincerely,
[redacted]
Property Manager
The [redacted] at Castle Rock
Initial Consumer Rebuttal /* (2000, 7, 2015/06/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)

We stand by the move-out charges that were assessed on the original move out statement and ledger.  We supplied the past resident(s) with the back up documentation supporting the charges including the invoices and detailed break down of these charges.  Pet damage is not something visible to the eye, but identifiable by smell.  Our carpet cleaners provided a black light  to the carpet to identify the specific areas that needed to be treated with the pet treatment enzyme in order for the damage to be removed from the carpet and pad.  In the photos provided by the past resident(s) we were able to confirm that the one time flat rate cleaning charge was necessary and reasonable in order to return the apartment to rent ready condition for the next resident taking possession.  The past resident (s) was also charged for their final utility usage. In our efforts to maintain excellent customer service we reduced the allowable charges so that the past resident did not have any additional monies owed outside the original security deposit amount.  Kind Regards

When we were originally informed of the complaint, we immediately had our treasury department at our corporate office investigate.  Their response was then and still is that we have no way of knowing how or where the breach occurred, however, the banking website should have been secure, and the resident was responsible for having their own firewall protection on their equipment.  Our office staff members have been employed  5 years, over 4 years (the employee who assisted Ms. [redacted]), 4 years and 2 ½ years, and we have never had any issues of this nature reported during any of their history with the company.  We did have to have Ms. [redacted] provide us with copies of her banking information because she qualified for her apartment based on liquid assets rather than employment income, which is standard procedure.  We would of course fully cooperate with any police investigation they feel is warranted, but they have not contacted us since the incident.