Phillips Management Group

Racist Director of Operations Made Fun of my son's black girlfriend's hair. Maintenance Supervisor treated my black co-worker and black residents awful. Racist Company culture.

I am rejecting this response because: I disagree with having to pay almost as a discount for the carpetMy initial bill details that I was EVICTEDThis is falseI made arrangements with Rachael, the manager, to move in time, so I would NOT, get an eviction noticeI was never served any legal papers or never went to courtI moved willinglyWe spoke about my desire to not have an eviction on my record, therefore I would move in timeI have witnesses to this conversation with RachaelThank you

With written permission received from [redacted] ***, I am writing in response to her complaint filed with the Revdex.com on or about 7/12/The purpose of this communication is to collect a debtAny information obtained will be used for that purpose While Ms***’s complaint includes several matters of concern, her primary concern appears to be related to the anticipated charges on her account and the refund of her original security deposit after vacating apartment [redacted] at The Glen Apartments on 6/24/The original security deposit paid was $ In addition to unpaid rent and related fees, totaling $at the time of move-out, the following estimated charges have been included on the preliminary Final Account Statement: Carpet Replacement (depreciated) (estimated) $Cleaning Charges (estimated) $Drip pans (replacement) (estimated) $Final water bill (confirmed) $Trash removal (estimated) $ Based on this preliminary accounting, the total charges to Ms***’s account, less the previously paid security deposit amount to an unpaid balance of $This is a preliminary accounting and in accordance with state law, a final accounting will be provided to Ms [redacted] once all work is completed and accurately invoiced (within days from the date the preliminary accounting was sent to her)While Ms [redacted] has only disputed the anticipated charge for carpet replacement, we will ensure that all charges are accurate and supported by the necessary documentation before preparing the final account statement The carpet in Ms***’s apartment requires replacement in order to return the apartment to market-ready conditionAs noted in the complaint, Ms [redacted] resided in the apartment two years and the carpet was years old when she vacatedBecause carpet has a life expectancy of years, the anticipated charge for carpet replacement was depreciated by years and she will not be charged full replacement costThe carpet damage sustained during her residency was not the result of water intrusion, but rather the staining and excessive matting noted throughout the apartment when she vacated I have attached the following documents which support our position, including: Permission granted by Ms***, allowing us to remove and dispose of remaining items in the apartment Photographs taken during the initial move-out inspection The final water bill The Preliminary Final Account Statement Sincerely, Brandon M***Director,Sales & Marketing andConflict Resolution Specialist

Initial Business Response / [redacted] (1000, 5, 2015/09/17) */ Contact Name and Title: Brandon M***, Dir, SMCR Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @phillipsmanagement.com I've reviewed the complaint and believe it was made to the incorrect management companyOur company does not manage Progress Apartments and the employees mentioned in the complaint are not our employeesPlease let me know if I may be of further assistance

RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , Brandon,Thank you for your reply and looking into the matter. Phillips Management group and you as an employee have my permission to discuss my account details with the RevDex.com. I look forward to resolving this matter. As I have stated, the apartment complex and collection agency have not been helpful. I have recently requested debt validation and attached is what I received. This still does not explain any of the charges or contain any validation of debt. Thank you, [redacted] ***

Initial Business Response /* (1000, 5, 2016/08/23) */
I'm writing in response to Case # ***, regarding Mrs***
I apologize for any unreturned messages *** left for our property Manager at ***, or for anyone in our corporate officeWhile I have not
personally received a message from her, it may have reached a different voice mail box and I will look into this in hopes of preventing future missed messages
Our Property Manager at *** was recently on vacationShe received two messages from *** upon her return and has been in contact with her
Payment was received in full from *** and the account has been satisfiedThe property manager has since prepared a revised final statement, showing the zero balance, and also sent it to the Lessee
Please let me know if any additional information is needed
Initial Consumer Rebuttal /* (2000, 7, 2016/08/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am pleased with their contacting me and the resolution in this matterI still believe they would do well to answer phone calls and if they got to a voice mail to return their callsThis has happened many many times in the past

Good afternoonI'm writing in response the complaint filed by *** ** *** (file # ***)Our Property Manager promptly contacted Ms*** after we were notified of the complaint and able to research her concernsDuring their conversation, the Property Manager agreed to Ms***'s desired
resolution, waiving the eight additional days of rentMs***'s security deposit will remain refundable to her, subject to the Lease Agreement and state LawAny refund will be sent to the forwarding address she provides to the property manager prior to vacating her apartmentMs*** indicated her satisfaction with this resolution when speaking with the property managerPlease feel free to contact me directly if there are additional questions or any other way in which I may help and thank you for the opportunity to work with Ms*** on this matter Sincerely, Brandon M***Director,Sales & Marketing andConflict Resolution Specialist

Initial Business Response /* (1000, 6, 2016/06/21) */
I'm writing in response to Ms***'s complaint regarding the charge to her account for an unpaid final water bill, which was deducted from her security deposit upon moving out of her apartment
Her payment of $was received on
3/2/and was applied to her balance due at that time (for service dates of 1/1/2016-1/31/2016)No payment was received for the service period of 2/1/2016-2/29/($17.27), and no payment was received for the partial service period of 3/1/2016-3/16/($11.78)This resulted in a final balance due of $for water/sewer servicesI have a copy of the resident account activity from our third party billing agent and will provide this if helpful, in addition to the final bill
The property manager has advised Ms*** that the account will be updated immediately if proof of payment is providedHowever, to date, Ms R*** has provided no documentation of this nature and no such documentation was included in the letter sent by her attorney

Initial Business Response /* (1000, 6, 2015/07/30) */
Contact Name and Title: *** ***, Dir, SMCR
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@phillipsmanagement.com
I'm writing in response to the complaint filed by Dr*** *** (Case # XXXXXXXX)
Please understand that due
to the nature of Dr***'s complaint and desired resolution, we are unable to include some details in our response, in accordance with specific laws
Dr***'s notice of intent to vacate was received as indicated in her complaintHowever, a sixty (60) day written notice was required and agreed to by her, in accordance with her written Lease AgreementThis written Lease Agreement supersedes the thirty (30) day notice requirement Dr*** cited in in her complaint, which would hold in accordance with South Carolina law, had no written agreement been in place
The apartment was able to be re-rented within the period of notice and an adjustment has therefore been made to reflect the mitigated lossesAll parties involved have been sent notification regarding this adjustment; however, the specific details cannot be shared in a public forum
I hope this information is helpful and I encourage Dr*** to contact us directly with any additional questions or concerns regarding the matter so that we may continue our dialogue in a more detailed fashionWe sincerely appreciate her residency and take pride in fulfilling our duties in accordance with all applicable laws
Initial Consumer Rebuttal /* (3000, 8, 2015/07/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I spoke with them on the phone on 7-29-and they told me that the bill was adjusted on 7-7-and that a new statement was sent outI have yet to see the revised statement and *** *** *** *** is still sending frequent letters that say I owe the original amount and when I call *** *** *** *** they claim to have recent documentation from Phillips claiming I owe the original amountThey collection is on my credit reportI will be satisfied when I receive the corrected bill and when *** *** *** is corrected and removes the collections from my credit report
Final Business Response /* (4000, 10, 2015/08/04) */
I'm writing in further response to Dr***
I'm sorry Dr*** has not yet received the revised final account statementI'm happy to forward another copy to an alternate address (or via email or fax) to ensure more timely receiptPlease let me know which method of delivery would be preferred and I will do so immediately
While I cannot speak to the specific details regarding Dr***'s matter, it is my understanding from *** *** *** that they will be updating their records with the credit bureaus on X-X-XXXX and credit bureaus are typically able to provide updated reports within 3-weeks from that update
If Dr*** is continuing to receive correspondence or phone calls from any representative of *** *** *** regarding this account after 7/31/2015, please let me know the details of the correspondence (including dates, times, etc) so that I may assist in addressing the matter directly with the agency
We sincerely appreciate Dr***'s residency and look forward to resolving her concerns as quickly as possible

I am rejecting this response because:
I disagree with having to pay almost 300.00 as a discount for the carpet. My initial bill details that I was EVICTED. This is false. I made arrangements with Rachael, the manager, to move in time, so I would NOT, get an eviction notice. I was never served any legal papers or never went to court. I moved willingly. We spoke about my desire to not have an eviction on my record, therefore I would move in time. I have 2 witnesses to this conversation with Rachael. Thank you

The following message has been sent directly to Ms. [redacted] regarding this complaint (including the attached documentation, as requested):
Dear Ms. [redacted],
Thank you for sending the message giving us permission to discuss your account concerns with the Revdex.com (Revdex.com) in reference to complaint number [redacted]. I have provided a copy of this response and the attached documentation to the Revdex.com through their online system, as well. I am also providing this updated information to [redacted].
After reviewing the disputed charges for damage and cleaning, we are making the following adjustments to your account.
• The carpet repair charge of $100.00 (for a burn mark in the living room) is being reduced to $65.00 as supported by the attached invoice for carpet repair.
• The cleaning charge of $55.00 is being reduced to $45.00 as supported by the attached invoice for cleaning.
• The lock change fee of $35.00 is being removed.
• The trash charge (for removal) of $25.00 is being removed.
The following charges have remained on the account and supporting invoices/documents are attached, as requested:
• Carpet cleaning in the amount of $45.00 (pursuant to signed Policies & Regulations).
• Painting the apartment in the amount of $195.00 (pursuant to signed Policies & Regulations).
• The final water bill in the amount of $311.13.
In total, adjustments will be made to your account, resulting in a total reduction of $105.00. The revised balance due on your account is $1467.27. These changes will be completed no later than Monday, May 22, 2017. While [redacted] will be provided the correct information by the same date, it may take slightly longer for their records to be fully updated. If you have any additional questions, please do not hesitate to contact me. Please note, I will be away from the office May 23, 2017-June 4, 2017.
Sincerely,
Brandon M[redacted] | Director of Sales and Marketing
and Conflict Resolution Specialist

[redacted]
THIS IS AN ATTEMPT TO COLLECT A DEBT. ANY INFORMATION OBTAINED WILL BE USED FOR THAT PURPOSE.

I am rejecting this response because:
Although my desired resolution was satisfied and I am happy about that none of my other complaints were addressed. May I also add, the property manager did not "promptly" reach out to me. I reached out to her and she mentioned my complaint while we were speaking. I do appreciate her for solving that issue but what about the issues of maintenance taking forever to solve issues, the bugs, the staff speaking to me any kind of way, etc. None of those things were even mentioned. As someone who has always paid rent on time and never given them any problems what is my compensation for the way I've been living the past year?i even had to threaten to withhold rent and go to court once because of issues not being solved for them to get someone out.  They are quick to take your money and always want rent on time but what about what I've been through... where's my discount or compensation on rent for colonial apartments not upholding their end of the lease. I have read every word of my lease and I have listed and have documentation showing how they did not follow through in their end. Do I need to take further legal action or is the management company going to stand up and do something?

After continued conversation with Ms. [redacted], she was not able to produce a copy of the written notice and the lease for her apartment was not assumed by any other party. I was advised after our communication that the debt was paid.

Initial Business Response /* (1000, 5, 2015/09/17) */
Contact Name and Title: Brandon M[redacted], Dir, SMCR
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@phillipsmanagement.com
I've reviewed the complaint and believe it was made to the incorrect management company. Our company does not manage...

Progress 910 Apartments and the employees mentioned in the complaint are not our employees. Please let me know if I may be of further assistance.

I am rejecting this response because: I appreciate the backup documentation for the repairs. I do not see how there are court or eviction costs associated with this account. I had given 60 days notice and even assisted in subletting the property where myself and new tenants had to fill out documentation. Therefore, an eviction does not apply. Please review these court and eviction charges. If these are removed I will be able to close the complaint as resolved.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted],  Brandon,Thank you for your reply and looking into the matter. Phillips Management group and you as an employee have my permission to discuss my account details with the Revdex.com. I look forward to resolving this matter. As I have stated, the apartment complex and collection agency have not been helpful. I have recently requested debt validation and attached is what I received. This still does not explain any of the charges or contain any validation of debt.  Thank you,[redacted]

With written permission received from [redacted], I am writing in response to her complaint filed with the Revdex.com on or about 7/12/2017. The purpose of this communication is to collect a debt. Any information obtained will be used for that purpose.   While Ms. [redacted]’s...

complaint includes several matters of concern, her primary concern appears to be related to the anticipated charges on her account and the refund of her original security deposit after vacating apartment [redacted] at The Glen Apartments on 6/24/2017. The original security deposit paid was $770.00.   In addition to unpaid rent and related fees, totaling $728.30 at the time of move-out, the following estimated charges have been included on the preliminary Final Account Statement:   Carpet Replacement (depreciated) (estimated)             $268.68 Cleaning Charges (estimated)                                  �...⇄ $90.00 Drip pans (replacement) (estimated)                           $15.00 Final water bill (confirmed)                                  �...⇄ $227.24 Trash removal (estimated)                                  �...⇄ $250.00   Based on this preliminary accounting, the total charges to Ms. [redacted]’s account, less the previously paid security deposit amount to an unpaid balance of $809.22. This is a preliminary accounting and in accordance with state law, a final accounting will be provided to Ms. [redacted] once all work is completed and accurately invoiced (within 30 days from the date the preliminary accounting was sent to her). While Ms. [redacted] has only disputed the anticipated charge for carpet replacement, we will ensure that all charges are accurate and supported by the necessary documentation before preparing the final account statement.   The carpet in Ms. [redacted]’s apartment requires replacement in order to return the apartment to market-ready condition. As noted in the complaint, Ms. [redacted] resided in the apartment two years and the carpet was 6 years old when she vacated. Because carpet has a life expectancy of 8 years, the anticipated charge for carpet replacement was depreciated by 6 years and she will not be charged full replacement cost. The carpet damage sustained during her residency was not the result of water intrusion, but rather the staining and excessive matting noted throughout the apartment when she vacated.   I have attached the following documents which support our position, including:   Permission granted by Ms. [redacted], allowing us to remove and dispose of remaining items in the apartment Photographs taken during the initial move-out inspection The final water bill The Preliminary Final Account Statement  Sincerely, Brandon M[redacted]Director,Sales & Marketing andConflict Resolution Specialist

Initial Business Response /* (1000, 7, 2016/09/02) */
I'm writing in response to [redacted] complaint regarding [redacted] (Case # [redacted]).
My understanding is that [redacted] desired resolution is have her full security deposit and the rent charged from...

6/3/2016-6/30/2016 refunded to her because she returned possession of the apartment to us on 6/3/2016. However, [redacted] Lease Agreement included a term which did not expire until 7/31/2016. While she terminated her residency and returned possession of the unit to us on 6/3/2016, her rental obligation did not end at that time and she is not entitled to the refunds requested.
The only reason for moving out that [redacted] provided us was "moving to new location." There was no indication of her dissatisfaction or a pest control problem in the apartment and she acknowledged her responsibility for rent through the end of the Lease Agreement term, or until the unit was re-rented, based on her written Intention to Vacate. This is the normal industry practice in North Carolina when no Accord and Satisfaction Agreement is in place to otherwise terminate the full Lease Agreement.
Once possession of the apartment was returned to us, our team immediately began work in the apartment in order to prepare it for a new resident, mitigating damages to [redacted] (we attempted to re-rent the apartment to a new resident as quickly as possible). The apartment was re-rented prior to 7/31/2016, reducing her potential rent responsibility by 29 days. In addition to rental charges through 7/2/2016, the cleaning charge ($70.00), carpet cleaning charge ($65.00) and final water bill ($59.08) for her apartment where charged to her account, resulting in a revised balance due (to her) in the amount of $95.97. I'm submitting copies of the revised Final Account Statement, her written Intention to Vacate, and the Lease Agreement to further substantiate the information I have provided. [redacted] refund will be processed from our corporate office today and mailed to her at the address she previously provided; [redacted]
Initial Consumer Rebuttal /* (3000, 10, 2016/09/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is not satisfactory. My original intent was to complete the lease but, when I went to my apartment on 6/3/16 I was locked out. The office manager unlocked the door and inside was the maintenance team already in the apt. working in order to prepare it for a new resident. My apartment was illegally repossessed by the complex as my rent was paid in full. They broke the lease when they locked me out and entered the apt. with out my consent. I did not volunteer to move out, the office manager suggested and offered to end my lease early, refund my June rent prorated and return my security deposit and not to worry about any fees, she would take care of it, which I agreed to her offer and turned in the keys. Also, the office manager has been corresponding with me by email and phone that she has been working to get my check to me. I expect her agreement to be honored.
Final Business Response /* (4000, 12, 2016/09/15) */
I'm writing to respond to [redacted] rebuttal regarding your case # [redacted]
We are prepared to settle this matter and issue payment to Mrs. [redacted] in the amount of $658.52. Her acceptance of this amount shall indicate her complete and final satisfaction regarding this matter and the entire Lease Agreement between herself and [redacted].
Based on our investigation and review of the available documentation, it is clear that the referenced conversation with the property manager took place on Saturday, June 4, 2016; the day our service technician began work in the vacated apartment in an effort to re-lease the premises. Further communication with our team revealed that another former occupant of the apartment may have retained keys after Mrs. [redacted] had returned some keys to the leasing office prior to that date.
Our preference is to settle the matter so that both parties may move forward without the expense or inconvenience of a prolonged expense. The refund amount will be issued and sent to the forwarding address previously provided by [redacted]
Final Consumer Response /* (2000, 14, 2016/09/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
This is acceptable.

Thank you for bringing this concern to our attention We have begun researching and will be able to provide a more thorough response within the next few business days. In order to move forward, we need Ms. [redacted] to provide permission for us to discuss the details of her account with the Better...

Business Bureau. She may prepare this written permission in a separate document and send it through the Revdex.com online system or she may send it directly to my attention via email ([redacted]@phillipsmanagement.com). Many Thanks, Brandon

Initial Business Response /* (1000, 13, 2016/08/24) */
I'm writing in response to Case # [redacted], regarding [redacted]
Based on my communication with the Property Manager and Regional Property Manager, it is my understanding that Ms. [redacted] was released from her Lease Agreement as...

requested on 8/1/2016.
She vacated the apartment and returned possession to us on 8/5/2016 and is receiving a refund which shall include the balance of August rent ($484.48) and the full security deposit ($250.00), less the final water bill ($14.64).
The total amount of her refund is $719.84. Check # [redacted] was cut and sent to her at the address she provided on 8/17/2016.
Please feel free to contact me with any additional questions.
Initial Consumer Rebuttal /* (3000, 15, 2016/08/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It was agreed I would be released from lease and would receive my complete security deposit of $400 and that my August rent would be totally refunded ($592) since I was not able to actually live in this apartment. I was able to talk to Brian today from corporate and explained I wanted amount agreed upon. He said he would contact me today in two hours and it is 8 hours later and he has not contacted me. I believe because they did not stand behind agreement that I should also receive a $612 refund for July rent since leak was there and they knew from week 1. I was never able to fully live in this apartment, belongings had to be far away from any walls. I do feel I am responsible for the $15 water bill. I think the amount I am owed is $915, that's is the $1659 minus $719 check they sent and minus my $15 water bill. Please continue to help me get this resolved! Thanks!!
Final Business Response /* (4000, 18, 2016/08/29) */
Good afternoon. I'm writing to further respond to Ms. [redacted]'s complaint and rebuttal (case# [redacted]).
Based on my consultation with the Property Manager and Regional Property Manager, there was no specific agreement to refund the full month of August rent to Ms. [redacted]. She was offered a release from her Lease Agreement on 8/1/2016 as previously noted, but did not return possession of the premises to us and accept this offer until 8/5/2016. Charges for rent ended on this day, as did her responsibility for the remaining ten months of her original contract term. This termination option was offered to Ms. [redacted] as a settlement of her claims and was accepted by her. A refund check in the amount of $719.84 (check # [redacted]) was sent to her, accompanied by the Final Account Statement for her apartment and it has already cleared our bank account.
Ms. [redacted] did interrupt a private meeting on 8/25/2016 in the property manager's office at [redacted]. In addition to Brian D[redacted], another member of our corporate leadership team and the property manager were present. In an attempt to neutralize the interruption (which included foul language and name calling on Ms. [redacted]'s part), Mr. D[redacted] did advise her that he or the Regional Property Manager would contact her to further discuss her complaint. While not immediately available, the Regional Property Manager followed up with Ms. [redacted] on Friday morning, 8/26/2016 and advised her that no additional refunds would be provided.
In good faith, we have made every effort to address Ms. [redacted]'s concerns and uphold our responsibilities in accordance with the Lease Agreement and state law. Further, we offered to terminate the remaining term of her Lease Agreement without penalty due to her general dissatisfaction, and our offer was accepted by her; therefore, no additional refunds will be provided.
Please feel free to contact me directly with any further questions.
Final Consumer Response /* (2000, 20, 2016/08/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I was let out of my lease and the partial august rent was refunded with security deposit.Thank you for the time you took to resolve this.