Pillar Communities

May 1, 2014 Revdex.com[redacted]Attn: [redacted] Re: Complaint ID#: [redacted]   To Whom It May Concern: This letter is in response to the complaint [redacted] filed with the Revdex.com...

regarding a noise complaint with the neighbors upstairs at her apartment community. [redacted] 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 normal apartment living.  On one of their visits they knocked on [redacted]’s door to follow up, but there was no answer. We have offered to relocate Ms. [redacted] within the community, but she has declined.  We have also extended the option for the upstairs neighbors to transfer to another location within the community. We will continue to respond to any excessive late night noise issues and concerns as they arise and will handle them appropriately. Best of regards,  [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]

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,

 

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

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,

 

 

District Manager

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,

 

 

 

 

President

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 will state the facts of the situation. Ms. [redacted] does not know anything about the situation other than what the employees on her payroll told her. I will state the facts supported by evidence. 

The carpet was not cleaned to the level that any rational person would accept. The invoice proves nothing. The maintenance “looking” proves that they do not care. There were brown spots that displayed the dirt that remained. If they “looked” after I moved in then they are guilty of criminal trespass, as I was not given 48 hour notice of their entry. I have a clear tank vacuum that I cleaned before I moved in. I vacuumed the carpet 7 times and saved the evidence of the grime that was in the carpet and still is. Never once did the manager [redacted] do here job and walk 80 feet across the parking lot to see the evidence. Those are the facts of situation not a Pillar lie.

I complained to the manager and requested the name of her district manager. I called corporate and left message. I emailed [redacted] for the name of her DM. [redacted] claimed that [redacted] was her district manager. [redacted] called me representing herself as a DM. She left a message, which I saved. [redacted] is a receptionist not a district manager. More evidence of the Pillar lie.

I emailed [redacted].

[redacted] left a message on my phone that Pillar would honor the 

The Pillar Move-In Promise!

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 lease. I have not been provided a copy.

I need a key to my mailbox. The key that I was given does not work for box[redacted]. 

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.

[redacted] 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 [redacted] is mailbox * not[redacted].  In order to take the Pillar Promise you will need to move out within the 2 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 7 to 14 business days after you move out.  Please let me know if you have further questions.

Me:

The offer is totally unacceptable. Only a person without any intelligence would make that type of offer. The 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 problem. I 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 carpet. I have saved the contents that were vacuumed. The carpet despite repeated vacuuming is still filled with a toxic grime. The evidence speaks.  As previously stated I have asthma. Since moving in my health has deteriorated and have contracted a bronchial infection. 

Please reference A.R.S. 33-1324. Landlord to maintain fit premises

A. The landlord shall:

1. Comply with the requirements of applicable building codes materially affecting health and safety as prescribed in section 9-1303.

Make all repairs and do whatever is necessary to put and keep the premises in a fit condition.

See A.R.S. 33-1306. 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 819 (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 30 day move out time. I 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 maturity. More clear evidence of the Pillar lie. Evidence has been saved. Emails, 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,

On April 1st, 2014 - 3:33PM - I spoke with a leasing representative of Pillar At Rock Canyon ([redacted]) named [redacted] - 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, 2014 and thus will be considered late.
Subject matter of the conversation revolved around potentially waiving of the late fee involved for being one day late. Furthermore, I explicitly explained to [redacted] 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.
[redacted] 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 4th. Thus the total amount (rounding off) will be $677.00.
Shortly before 12pm MST-Arizona time, I had arrived at Wal-Mart Supercenter [redacted]. As I was in line waiting at Customer Service, I contacted the front-office of Pillar At Rock Canyon ([redacted]) at 11:55am MST-Arizona time - on the phone for 1 minute and 35 seconds. During that time, [redacted] explained the late fee had been assessed at approximately 11am - despite the approval of waiving the late fee by leasing agent [redacted] on the above day and time mentioned above. In consequence, I had to pay a late fee (rounding off at $26) extra in rent.
When I arrived at the front-office, I became legitimately and rightfully upset over the situation. I had rightfully requested contact information for the people above [redacted] and [redacted] detailed "not allowed" to give that information. This is the first time I have heard of being denied information for the person above her. She exclaimed "will bring it up with her". I am 200% confident she will not as we have a long history of butting heads. That's a huge complaint for another time.
[redacted] further exclaimed she sent an e-mail on the day of the call I had with [redacted] (April 1st at 3:33pm) notifying him he was not authorized to make such a decision on waiving a fee. Now THREE (3) days later and absolutely no notification whatsoever during those three days. If 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 written. And furthermore, other assistance would have been sought to be on time. But then again, there was no communication whatsoever by the leasing staff to notify me of the failure on their part.
I 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 done. If compensation be sought, only demand the $25 back I unjustly had to pay for their lies and mistakes. Furthermore, I demand both [redacted] and [redacted] both be fired or rotated out.
If 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 locations. Why is this important? Because I was "fired" for failure to report a single "light fixture" that was never fixed to this day. It seems to me [redacted] and their staff care more for money rather than the safety of the residents.