Pillar Communities

Re: Complaint # [redacted] – [redacted] To Whom It May Concern: This letter is in response to the complaint [redacted] filed with the Revdex.com regarding [redacted] Apartments and his most recent response to our reply Upon leasing his apartment [redacted] elected to use the SureDeposit program and purchase a surety bond for a one-time, non-refundable premium of $ The surety bond replaces (or supplements) a traditional security deposit The resident promises to return the unit in good condition, and to satisfy all rental and financial obligations A signed copy of Mr [redacted] ’s Bond Enrollment and Acknowledgement is attached The financial obligation due at the end of Mr [redacted] ’s stay was $which includes the final water bill and a carpet repair charge Due to non-payment the claim was filed with SureDeposit for $on June 11, and ultimately sent to collections After a closer review of Mr [redacted] ’s file, it appears we misread the name of the street Mr [redacted] left as his forwarding address He indicated [redacted] but it was transcribed as [redacted] ** Due to this error, we have followed up with the collection agency (NCC) If Mr [redacted] makes a payment to NCC for the $owed we will forward a letter to NCC requesting that this incident be removed from his creditThe collection agency will in turn submit a request to the credit bureau requesting this incident be deleted from his file If you have any further comments, questions, or concerns in the meantime we can be reached at (***) ***-*** Sincerely, [redacted] President

I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait until for PILLAR to perform THE APPLICATION FEE REIMBURSEMENT and, if it does, will consider this complaint resolved.Regards, [redacted]

I have copies of $money orders with the request for an updated and corrected letter with the information permanently removedIt has the move out date of Aug 31st printed clearly across the topI did a final walk through of my apt with Lincoln with head of maintenance on Aug 31st before turning my keys in to Jennifer H (bookkeeper) before noonI want a full refund for the utilities I did not use from 09/1-09/I was told the unit had already been rented by the community managerShe is also the person I showed the letter to with verification from my bank that my rent had NEVER been paid late or was shortShe said it was a mistake from the new bookkeeper who replaced other personI did find other PILLAR communities with complaints about bookkeeping so am wondering if this is the same person? My deposit was sent to the wrong address despite my updating it twice with the office (a [redacted] PO box) The manager sent the deposit to an old Tucson address and I also received a letter from the bookkeeper which I don't believe the manager was aware ofIn any event I also have copies of hotel and gas charges I had en route to Minneapolis to prove I no longer lived thereI don't want my credit ruined by someone who is intentionally putting statements in my resident fileThank you

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.in reference to [redacted] when I moved in they offered me to pay you $and or I can and or I can pay $and they would keep the $and that would cover all my moving expenses that's what the contract stated but back to the other they have never contact me they'd never called me they have they have my right address but you still don't have my right address the collection a CD I gave him my right address they didn't have my phone number or the right address so the court Augusta or still a group was still in the wrong for what they did if you would like to get ahold of me call [redacted] thanksRegards, [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 complaintFor your reference, details of the offer I reviewed appear below.I have extreme water damage to my unit (photos to prove it.) I have health issues as it is and will not live in a unit where the proper steps are not taken remove all water damage (which should take over a week to do.) The risk of hazardous mold has a very high growth potential and the entire unit should have the floors and walls removed, dried, and re-installedA technician, is not going to complete all the work that needs to be doneI am not willing to put a Band-Aid over this issue and allow small repairsFor my health and future tenants health the entire drying process should be done by a professionalAs my personal belongings are in this unit I do not want random technicians at my place while I am awayWith this being said The Pillars should pay for my move to another unit while this construction is being done or give me the option to terminate my lease and move as soon as possible.Regards, [redacted]

July 30, Revdex.com N12th Street Phoenix, AZ 85014- Attn: Lyndsey Mullens Re: Complaint ID#: [redacted] To Whom It May Concern: This letter is in response to the complaint [redacted] Ann Waldie filed with the Revdex.com regarding a non-refundable administration/holding fee [redacted] completed an online apartment application July 6, She was charged a non-refundable application fee and a $administration fee at that time The administration fee is considered non-refundable after hours After income and credit verification, the leasing agent had provided [redacted] with a few options; one requiring an additional guarantor, or two, the option of paying off previous credit obligations and providing an additional deposit prior to securing a lease It is our understanding that initially [redacted] thought that one of the options would be acceptable to her, but after further consideration, [redacted] realized she was not in a financial position to move forward and notified us as suchAt this point more than hours had passed and the administration fee was considered non-refundable by the community After our investigation and consideration, we have agreed to refund the $ If there are any further questions please do not hesitate to contact me Best of regards, [redacted] District Manager

Tell us why hereFebruary 29, Revdex.comN12th StreetPhoenix, AZ 85014-4585Attn: Lyndsey M [redacted] Re: Complaint ID#: To Whom It May Concern: This letter is in response to the complaint Linda T [redacted] filed with the Revdex.com regarding a refund of charges for water, sewer and trash (for days) and the removal of a damaging letter from her file As suggested, we have taken a second review of this matter and report the following: As previously stated, the community manager found no damaging letters or correspondence in Linda T [redacted] ’s fileIn response to Linda T [redacted] s’ statement that a new resident took possession of this apartment prior to her lease termination date, that information is incorrect Our records indicate that the new resident took possession of the apartment as of September 11, The final water billing from August – September (days) was $which calculates to $per day or a total of $for the days between Linda T [redacted] ’s move out date and her lease expiration We have agreed as a courtesy and gesture of goodwill, to refund the amount of $ The refund will be mailed to the address provided in the statement by the customer Best regards, Melanie P***President

I moved in December to a very clean looking apartmentI had lived in my home with the same furniture and never had a problemI started to notice spots on my bedspread in January but had no idea what they wereThis continued for two months until one day I lifted up the mattress and box spring and low and behold I was infested with bed bugsI discovered this in AprilMy legs were covered in red bite/splotch marksI immediately went to the office and they sent in Burn's pest controlThey indeed did find bed bugs and started the treatmentI went through the first spray, they cleaned the carpets and then came to inspect with the dogThey found more live ones on the couch so they had to return and spray the couchThe dog returned on Monday the 11th and they said that it was cleanThe next day my mom found live ones walking on the floor in the master bathroomI am tired of living with all the closets emptied and all my clothes in black bagsI worry about my son and keeping his room cleanIt has been an experience that no one should have to go throughI am finding out that I am not the only one with bed bugs in the complex

We discussed the cleanliness of the apartment (including the carpets) with the office manager after signing the RUSHED initial walk throughThe office manager provided us two movie tickets to "brush over" the situation of the apartment not being cleaned prior to move in and said she would add that to the already signed walk throughThere was no unauthorized pet living in the apartment and absolutely no stainsPlease see attachment of the professional carpet cleaning receipt and remove the charge of $Thank you

Pillar at [redacted] in [redacted] has horrible customer serviceThe management after it switched from [redacted] to [redacted] is very evidentPart of their promise is to respond to maintenance issues within 24-48hrs [redacted] does not stick to their promise, we had a broken roof and it took them compliants and months to address the issueThis place has a lot of spide webs, insect problems and black widows since it backs up to the fields"They say" pest control comes once a month, but insect problems remain unresolvedThe spider webs under the staircase, in the hallways and on the walls are never addressedThe front office is very rude, incompetent and will give you an excuse for everything

To Whom It May Concern: In response, we have taken another look and reviewed our files Although Ms [redacted] provided a receipt from what she had done, it did not meet what we needed to do to ensure the next resident could move into the home As you will see by our receipt attached from San Tan Carpet Cleaning, we only charged the additional treatment, and not the cleaning fee, and that we also noted on our annual inspection log attached, there was a dog present in the home at the time of inspection around the first of March Although we feel the billing of the pet treatment charge is defendable and accurate, we are willing as a customer service gesture, to offer to split this cost with Ms [redacted] The charge was $ We will credit Ms [redacted] ’s account $If you have any further questions please do not hesitate to contact meBest of regards, James M [redacted] District Manager

February 24, Revdex.com N12th Street Phoenix, AZ 85014-Attn: Lyndsey M***s Re: Complaint ID#: To Whom It May Concern: This letter is in response to the complaint Linda T [redacted] filed with the Revdex.com regarding a refund of charges for water, sewer and trash (for days) and the removal of a damaging letter from her file Linda T [redacted] submitted her notice to vacate on July 3, indicating her move out date to be on or before September 6, 2015, which is also the date her lease expired Our Utilities Addendum, which was initialed and signed by Linda T [redacted] , states in “Additional Provisions”, paragraph 5, the following: “When Resident moves from the property, Management will generate a Final Bill that estimates utility charges from the end of the last billing cycle to the expected move-out date All utility and administrative charges, including the estimated Final Bill, must be paid in full by the move out date Resident understands and agrees that any outstanding balance due, if not paid in full by the move-out date, will be deducted from the Resident’s Security Deposit”Therefore, Linda T [redacted] is responsible for the utility charges up to September 6, 2015, not her actual move out date of August In reference to Linda T [redacted] ’s statement regarding a damaging letter in her file, we have reached out to the community manager asking for a review of the contents of her file There were no damaging letters or correspondence found If you have any further questions or concerns please contact our office at [redacted] Best regards, Melanie P [redacted] President

To Whom It May Concern:Thank you for sharing the concerns of [redacted] We apologize for the confusion this customer has experienced and as requested have refunded his application fees as a courtesy.In regards to Mr [redacted] ’s letter, there was no ill intent when quoting the floor plan size On each brochure provided, the “total” square footage is listed, in this case 1,square feet, but also displays a diagram of the unit which includes patio/deck areas to demonstrate what “total” represents In addition, each room has dimensions listed to allow prospects to ensure that their furniture could be accommodated in a certain space Listing square footage as a “total” is common practice in the apartment industry as outdoor space is also utilized by the resident of each home Our websites pull from a system that only provides livable square footage for each home We understand this could have been clarified by the associate, and because that did not occur, as a courtesy we did refund the holding deposit at the time of the error In addition, I realize Mr [redacted] is not charged in his industry for credit checks, in our industry we are required to utilize an outside source to obtain this information and we are charged a fee Again, we have refunded his application fees as a courtesy and sincerely apologize for any frustration he or his fiancé experienced If there are any additional questions please feel free to contact our office.Thank you,

May 1, 2014 Revdex.com*** ** *** ***
*** ** ***Attn: *** *** Re: Complaint ID#: *** To Whom It May Concern: This letter is in response to the complaint *** *** filed with the Revdex.com
regarding a noise complaint with the neighbors upstairs at her apartment community. *** *** has called the community office regarding the upstairs neighbors, claiming loud noises coming from their apartment, vacuuming and moving of furniture, and the use of a mixer or power tool at or around 9pm. She also has complained about individuals being loud in the parking lot and making too much noise when they go up and down the stairs. We have addressed these situations and have had our courtesy patrol investigate them. However, each time our courtesy patrol goes out to the unit they have reported that none of the noise concerns have been considered excessive and although inconsiderate, are considered apartment living. On one of their visits they knocked on ***’s door to follow up, but there was no answer. We have offered to relocate Ms*** within the community, but she has declined We have also extended the option for the upstairs neighbors to transfer to another location within the communityWe will continue to respond to any excessive late night noise issues and concerns as they arise and will handle them appropriately. Best of regards, *** ***President

To Whom It May Concern:This letter is in response to the complaint *** *** filed with the Revdex.com regarding a charge for carpet cleaning including pet stain removal, at time of move out.At the time of mothe resident’s home was inspected and any exceptions were noted on our Inspection
Report A copy is attached for your review As you will see, there are no references to carpet soil or carpet damage of any kind In fact, there are no indications or mentions of any uncleanliness or unsanitary issues as claimed by Ms***.We did reach out to the property management and determined that the prior resident did not have a pet onsite; whereas Ms*** admitted to having a pet in the apartment that was unauthorized.After our investigation we have found Ms***’s complaint to be unfounded The charges of $for pet stain and odor treatment will stand as charged.If there are any further questions please do not hesitate to contact me.Best of regards,James M***District Manager

February 24, Revdex.com N12th Street Phoenix, AZ 85014-Attn: Lyndsey M***s Re: Complaint ID#: To Whom It May Concern: This letter is in response to the complaint Linda T*** filed with the Revdex.com regarding a refund of charges for water, sewer and trash (for days) and the removal of a damaging letter from her file Linda T*** submitted her notice to vacate on July 3, indicating her move out date to be on or before September 6, 2015, which is also the date her lease expired. Our Utilities Addendum, which was initialed and signed by Linda T***, states in “Additional Provisions”, paragraph 5, the following: “When Resident moves from the property, Management will generate a Final Bill that estimates utility charges from the end of the last billing cycle to the expected move-out date. All utility and administrative charges, including the estimated Final Bill, must be paid in full by the move out date. Resident understands and agrees that any outstanding balance due, if not paid in full by the move-out date, will be deducted from the Resident’s Security Deposit”Therefore, Linda T*** is responsible for the utility charges up to September 6, 2015, not her actual move out date of August In reference to Linda T***’s statement regarding a damaging letter in her file, we have reached out to the community manager asking for a review of the contents of her file. There were no damaging letters or correspondence found. If you have any further questions or concerns please contact our office at *** Best regards, Melanie P*** President

To Whom It May Concern:In response, we have taken another look and reviewed our files. Although Ms*** provided a receipt from what she had done, it did not meet what we needed to do to ensure the next resident could move into the home. As you will see by our receipt attached from San Tan Carpet Cleaning, we only charged the additional treatment, and not the cleaning fee, and that we also noted on our annual inspection log attached, there was a dog present in the home at the time of inspection around the first of March 2016. Although we feel the billing of the pet treatment charge is defendable and accurate, we are willing as a customer service gesture, to offer to split this cost with Ms*** The charge was $130. We will credit Ms***’s account $If you have any further questions please do not hesitate to contact meBest of regards, James M*** District Manager

I have copies of $money orders with the request for an updated and corrected letter with the information permanently removedIt has the move out date of Aug 31st printed clearly across the topI did a final walk through of my apt with Lincoln with head of maintenance on Aug 31st before turning my keys in to Jennifer H (bookkeeper) before noonI want a full refund for the utilities I did not use from 09/1-09/I was told the unit had already been rented by the community managerShe is also the person I showed the letter to with verification from my bank that my rent had NEVER been paid late or was shortShe said it was a mistake from the new bookkeeper who replaced other personI did find other PILLAR communities with complaints about bookkeeping so am wondering if this is the same person?My deposit was sent to the wrong address despite my updating it twice with the office (a *** PO box) The manager sent the deposit to an old Tucson address and I also received a letter from the bookkeeper which I don't believe the manager was aware ofIn any event I also have copies of hotel and gas charges I had en route to Minneapolis to prove I no longer lived thereI don't want my credit ruined by someone who is intentionally putting statements in my resident fileThank you

In April 0f I moved out of *** *** Apartments (A Pillar Community) Upon moving out, I provided *** *** Apartments management my forwarding information (both phone number and new address) I received a letter in the mail stating that management at *** *** was attempting to collect $from me due to cleaning fees incurred after move out I contacted *** *** management in reference to this letter and the individual I spoke with on the phone stated that the bill was due to a carpet cleaning fee and oven cleaning fee I informed the employee I was speaking with of the following,
- I never used the oven when I lived there I never even turned it on one time Any issues inside the oven would have been due to poor cleaning from maintenance the first time around
- The carpets were not dirty after I had moved out I washed the carpets prior to my move out
- I was never offered a walk through with their maintenance manager to verify that the above issues were valid
After receiving no resolution with on site management, I contacted their corporate office located in Scottsdale, AZ I spoke with a lady that handles all community issues at corporate level I informed her that I was upset as I felt these cleaning fees were not accurately assessed, that I was not offered a walk through to verify accuracy of managements claims, and that I was not notified in a timely manner so that I may address these issues with on site management prior to any cleaning taking place I informed the lady that I wanted to contact their corporate office prior to contacting the *** due to my feelings that this was an unjustified charge and an unsound business practice The lady on the phone then stated that I should not waste my time contacting the *** because she is the individual that responds to all *** complaints and nobody else would see it

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***