Pillar Communities

This letter is in response to the complaint *** filed with the Revdex.com regarding the carpet in his apartment
*** *** contacted the community office upon moregarding the condition of the carpet in his apartment. He said it was dirty and appeared like it
had not been cleaned. He said the condition was unacceptable and he wanted the carpet replaced
We followed up with the property manager about his concerns. The carpet was cleaned before Mr*** moved in and we have an invoice on file to confirm it. Maintenance has checked the carpet and said it looked fine and there was no reason to replace it.
*** ***’s desired settlement is for Pillar Communities to honor their Pillar MoPromise stating that if he is not completely happy with his new apartment home he may move without penalty within the first two weeks. We have communicated to Mr*** that we will honor our commitment and he will not be held responsible for any lease break fees or insufficient notice fees. The only things he is responsible for is the time he has lived in the apartment, initial fees, water, sewer and trash for days occupied, and for any moconcessions he may have been providedWe have instructed Mr*** to communicate his decision to the property manager and to provide the office with a “Notice to Vacate”
If there are any further questions or concerns we can be reached at (***) ***-***
Best of regards,
*** ***
President

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I will state the facts of the situationMs*** does not know anything about the situation other than what the employees on her payroll told herI will state the facts supported by evidence.
The carpet was not cleaned to the level that any rational person would acceptThe invoice proves nothingThe maintenance “looking” proves that they do not careThere were brown spots that displayed the dirt that remainedIf they “looked” after I moved in then they are guilty of criminal trespass, as I was not given hour notice of their entryI have a clear tank vacuum that I cleaned before I moved inI vacuumed the carpet times and saved the evidence of the grime that was in the carpet and still isNever once did the manager *** *** do here job and walk feet across the parking lot to see the evidenceThose are the facts of situation not a Pillar lie
I complained to the manager and requested the name of her district managerI called corporate and left messageI emailed *** for the name of her DM*** claimed that *** *** was her district manager*** called me representing herself as a DMShe left a message, which I saved*** *** is a receptionist not a district managerMore evidence of the Pillar lie
I emailed ***
*** left a message on my phone that Pillar would honor the
The Pillar MoPromise!
If you are not completely happy with your new apartment home, you may move without penalty within the first two weeks of your lease
I need a letter signed by Pillar management on Pillar letterhead stating that I have been relieved of all financial obligations related to the lease that I signed
I needed a copy of the all documents that I signed including the leaseI have not been provided a copy
I need a key to my mailboxThe key that I was given does not work for box***.
Please email me when you have the 1.termination letter ready and 2.the copy of all signed documents and the 3.mailbox key
I will then come in and submit my move out notice effective for June 30th
*** responded:
Unfortunately, on site management can not put anything in writing other than give you a copy of the lease. When you submit your notice in which we will state Pillar Promise it will be signed off giving you the documentation. I will be happy to give you a copy of your lease You mail box is for unit *** is mailbox * not*** In order to take the Pillar Promise you will need to move out within the week period from when you moved in. That would be June 27th You will be responsible for the days you occupied the unit and for any concession you received up front, water, sewer trash for the days you occupied and returning all keys/remotes that you received at move in Once we receive keys and have inspected the unit we will then process your account taking out the days you occupied, concession etc. We will mail you the remaining refund between to business days after you move out Please let me know if you have further questions
Me:
The offer is totally unacceptableOnly a person without any intelligence would make that type of offerThe offer was nothing more than an eviction caused by the grossly negligent acts of Pillar management in their failure to maintain their property
Let me be clear about the problemI did not request that the lease be terminated because I am “unhappy”The request was made because of a serious health code violation related to the condition of the carpetI have saved the contents that were vacuumedThe carpet despite repeated vacuuming is still filled with a toxic grimeThe evidence speaks As previously stated I have asthmaSince moving in my health has deteriorated and have contracted a bronchial infection.
Please reference A.R.S33-Landlord to maintain fit premises
AThe landlord shall:
Comply with the requirements of applicable building codes materially affecting health and safety as prescribed in section 9-
Make all repairs and do whatever is necessary to put and keep the premises in a fit condition
See A.R.S33-Settlement of disputed claim or right
A claim or right arising under this chapter or on a rental agreement, if disputed in good faith, may be settled by agreement.
I need a letter signed by Pillar management on Pillar letterhead stating that I have been relieved of all financial obligations related to the lease.I have a FICO score of (a good property company would die for that type of resident) I will not have my credit score damaged by the Pillar lie. I need a reasonable day move out timeI will not be made homeless by the negligent acts of Pillar
The manager repeatedly lied and a receptionist “played a DM” showing the lack of integrity and maturityMore clear evidence of the Pillar lie. Evidence has been savedEmails, phone calls, and carpet samples.
If you fail to comply with this demand, I will be aggressively moving forward with my legal rights and remedies
Regards,
*** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, 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,*** ***

To Whom It May Concern:Thank you for sharing the concerns of *** *** We apologize for the confusion this customer has experienced and as requested have refunded his application fees as a courtesy.In regards to Mr***’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*** 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,

I have been renting at *** *** for the past months and the location is good, the apartments themselves not so bad but management and the process and procedures will ruin this community I rented a storage shed back in Sept and have been charged and paying for it monthly; this December went to put more items into the storage shed and nothing in the storage shed was mine Apparently the office staff did not log it on the computer, although it's in my lease and I've been paying and therefore they rented out the shed and THREW away my items (except boxspring and mattress) a full nice wood bedroom set, clothes, tvs, oh one tv was given to an office staff which did return it I had been in the office at the time of renting the shed in Sept on four different occasions talking to everyone in the office to see if they had rekeyed the shed for me since I was new, I even called and left a voicemail to see if they had it rekeyed when I first rented the shed -- you don't think over those FOUR times in the initial months someone would have checked on line to confirm or anything??? *** *** just said sorry I'll put you thru to our insurance company (one month later still have not heard a word from the insurance) Then when I went to pay my January bill they STILL had the storage shed on there that they threw away all my stuff from in December reallyThe staff is very frantic and hectic Put an online work order in on 1/3/and stated they could not enter without me there (I no longer trust them) They stopped by on 1/8/and I wasn't home, you'd think they'd call to make sure or to schedule So I called on 1/9/and scheduled it with the office staff for Monday between and I stayed home from work to get this done no one showed, I call in at to see where they are and apparently It wasn't printed out and the time changed They said they would get to it today as I told them I'm here and need it done the water in my dishwasher is now smelling At p.mI went down to the office as still no one has arrived, they said that someone would stop by (even though they stop working on work orders at p.m.) but I'm told if they have a ticket they work until they are closedso we will seeUnfortunately the MANAGEMENT at *** *** needs training on processes and it would be helpful to get well detailed staff members as it is always always very kaotic when I go into the office

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

I will be happy to research this matter, however I will need some additional information. Please provide the name of the community where this event took place and the name the individual you spoke with
Best regards,
*** ***
Customer Service
Liason
Pillar Communities

Attached is our response to complaint #***

On April 1st, - 3:33PM - I spoke with a leasing representative of Pillar At Rock Canyon (*** * *** *** *** ** ***) named *** - unfortunately do not know his last name at this moment **ON THE PHONE** regarding my next pay-check will not be direct deposited into my account the midnight of the 3rd of April, and thus will be considered lateSubject matter of the conversation revolved around potentially waiving of the late fee involved for being one day lateFurthermore, I explicitly explained to *** I will not be off work until 1130am - the time being in reference to my current work schedule AND the idea the late fee will be assessed at approximately 11am*** approved of waiving the fee as long as the MONEY ORDER (which I always pay in) will be in the office no later than 1:00pm MST-Arizona time on today April 4thThus the total amount (rounding off) will be $Shortly before 12pm MST-Arizona time, I had arrived at Wal-Mart Supercenter *** * *** *** *** ** ***As I was in line waiting at Customer Service, I contacted the front-office of Pillar At Rock Canyon (***) at 11:55am MST-Arizona time - on the phone for minute and secondsDuring that time, *** explained the late fee had been assessed at approximately 11am - despite the approval of waiving the late fee by leasing agent *** on the above day and time mentioned aboveIn consequence, I had to pay a late fee (rounding off at $26) extra in rentWhen I arrived at the front-office, I became legitimately and rightfully upset over the situationI had rightfully requested contact information for the people above *** and *** detailed "not allowed" to give that informationThis is the first time I have heard of being denied information for the person above herShe exclaimed "will bring it up with her"I am 200% confident she will not as we have a long history of butting headsThat's a huge complaint for another time*** further exclaimed she sent an e-mail on the day of the call I had with *** (April 1st at 3:33pm) notifying him he was not authorized to make such a decision on waiving a feeNow THREE (3) days later and absolutely no notification whatsoever during those three daysIf it had been made known during those THREE (3) FULL BUSINESS DAYS that the late fee did apply, then this complaint would not have been writtenAnd furthermore, other assistance would have been sought to be on timeBut then again, there was no communication whatsoever by the leasing staff to notify me of the failure on their partI demand action and information be made public whom the corporate Pillar Community staff consist of and how they can be reached directly without hearing words like "I'll inform them" and obviously nothing ever being doneIf compensation be sought, only demand the $back I unjustly had to pay for their lies and mistakesFurthermore, I demand both *** and *** both be fired or rotated outIf needed, I will provide police reports of previous incidents when I was "hired" as "Courtesy Patrol" - listing my involvement in the removal of multiple drug dealing individuals and/or trafficking locationsWhy is this important? Because I was "fired" for failure to report a single "light fixture" that was never fixed to this dayIt seems to me *** and their staff care more for money rather than the safety of the residents

To Whom It May Concern:This letter is in response to the complaint [redacted] filed with the Revdex.com regarding a charge for carpet cleaning including pet stain removal, at time of move out.At the time of move-in the 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. [redacted].We did reach out to the property management and determined that the prior resident did not have a pet onsite; whereas Ms. [redacted] admitted to having a pet in the apartment that was unauthorized.After our investigation we have found Ms. [redacted]’s complaint to be unfounded.  The charges of $128.08 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[redacted]District Manager

July 30, 2014 Revdex.com[redacted]Attn: [redacted] Re: Complaint ID#: [redacted]   To Whom It May Concern: This letter is in response to the complaint [redacted]...

[redacted] filed with the Revdex.com regarding a non-refundable administration/holding fee. [redacted] completed an online apartment application July 6, 2014. She was charged a non-refundable application fee and a $225.00 administration fee at that time.   The administrationfee is considered non-refundable after 48 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 such. At this point more than 48 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 $225.00. If there are any further questions please do not hesitate to contact me. Best of regards,  [redacted]
District Manager

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 $500 and or I can and or I can pay $80 and they would keep the $80 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]

July 30, 2014
 
Revdex.com
4428 N. 12th Street
Phoenix, AZ 85014-4585
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, 2014. She was charged a non-refundable application fee and a $225.00 administration fee at that time.   The administration
fee is considered non-refundable after 48 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 such. At this point more than 48 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 $225.00.
 
If there are any further questions please do not hesitate to contact me.
 
Best of regards,
 
 
[redacted]
District Manager

I have copies of 2 $25.00 money orders with the request for an updated and corrected letter with the false information permanently removed. It has the move out date of Aug 31st printed clearly across the top. I 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 noon. I want a full refund for the utilities I did not use from 09/1-09/6. I was told the unit had already been rented by the community manager. She is also the person I showed the letter to with verification from my bank that my rent had NEVER been paid late or was short. She said it was a mistake from the new bookkeeper who replaced other person. I 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 of. In any event I also have copies of hotel and gas charges I had en route to Minneapolis to prove I no longer lived there. I don't want my credit ruined by someone who is intentionally putting false statements in my resident file. Thank you.

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.
 
[redacted] officially vacated his apartment at [redacted] on...

June 8, 2013.  On April 8, 2013 Mr. [redacted] provided his 60 day notice to vacate and requested a prorated amount due from the property manager.  This amount was provided, however it did not include a final water bill or other charges that would be due after move out.  A final statement for $118.00 (water bill and carpet repair) was mailed on June 15, 2013, to the forwarding address he had provided: [redacted].  Thirty days passed and we had not heard from Mr. [redacted], nor was the statement returned.  At that time our leasing agent attempted to contact Mr. [redacted] at ([redacted] and left a voicemail regarding his move-out balance.  He did not return the call.  On July 17, 2013 a second statement was mailed providing Mr. [redacted] an additional 15 days to remit payment or arrange for a payment plan. We did not hear back.  His file was sent to collections (NCC) the 1st week of August 2013 and was acknowledged received by them on August 26, 2013.
 
Mr. [redacted] contacted [redacted] Apartments a few weeks ago after learning his account went to collections.  The leasing agent confirmed his forwarding address and phone number on file; both were accurate.  It is the same information that was forwarded along with his file to the collection agency, who informed us that Mr. [redacted] has this address as well as a few others on file.  Mr. [redacted] stated he had not received a statement via US Mail nor did he receive a phone call or voicemail message.  In our efforts to speak with Mr. [redacted] about the situation he became extremely agitated and began using offensive language with both the leasing agent and property manager.  They attempted to explain that since the account had already gone to collections he would need to contact the collection agency and remit payment.  He insisted it was our problem and we needed to correct it and once again began using profanities.  The property manager told him she was ending the call and hung up.
 
If you have any further comments, questions, or concerns in the meantime we can be reached at ([redacted].
 
Sincerely,
 
[redacted]
President

February 24, 2016   Revdex.com 4428 N. 12th Street Phoenix, AZ 85014-4585 Attn: Lyndsey M[redacted]s   Re: Complaint ID#: 11138830   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 6 days) and the removal of a damaging letter from her file.   Linda T[redacted] submitted her notice to vacate on July 3, 2015 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 31.   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

Pillar at [redacted] in [redacted] has horrible customer service. The management after it switched from [redacted] to [redacted] is very evident. Part 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 2 compliants and 3 months to address the issue. This 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 unresolved. The spider webs under the staircase, in the hallways and on the walls are never addressed. The front office is very rude, incompetent and will give you an excuse for everything

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 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-installed. A technician, is not going to complete all the work that needs to be done. I am not willing to put a Band-Aid over this issue and allow small repairs. For my health and future tenants health the entire drying process should be done by a professional. As my personal belongings are in this unit I do not want random technicians at my place while I am away. With 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]

Tell us why here... February 29, 2016 Revdex.com4428 N. 12th StreetPhoenix, AZ 85014-4585Attn: Lyndsey M[redacted] Re: Complaint ID#: 11138830  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 6 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 file. In 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, 2015. The final water billing from August 15 – September 6 (22 days) was $31.15 which calculates to $1.415 per day or a total of $8.49 for the 6 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 $8.49.  The refund will be mailed to the address provided in the statement by the customer.   Best regards, Melanie P[redacted]President

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 $87.50.  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 $118.00 which includes the final water bill and a carpet repair charge.  Due to non-payment the claim was filed with SureDeposit for $118.00 on June 11, 2013 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 $118.00 owed we will forward a letter to NCC requesting that this incident be removed from his credit. The 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 ([redacted].
 
Sincerely,
 
 
 
 
[redacted]
President