Pinnacle Management

Dear Mr***
sans-serif;">First and foremost, we are truly disheartened to hear about this incident at our establishmentThe experience described in the complaint does not align with the standard we hold ourselves to at Verse La MesaAs the Regional Manager, I can assure that we strive to keep all residents (current and past) feeling properly accommodated at all timesUpon move-out day on April 13, 2016, I was contacted via phone by the complainant in regards to their experience with staff and the fees to be charged at move-out for the removal of bulk items at the dumpsterI assured that the complaint would be investigated and addressedIn addition, I stated that we would pay for the piof their bulk items and waive those chargesAt the time of the move-out inspection, all damages were not able to be determined as the apartment home, had not been completely vacated, as boxes and furniture were still in the homeOnce the apartment home had been vacated, the carpet cleaning company determined that the carpet would not be able to be cleaned due to pet damages caused by the dog and would need to be replacedThe carpet had been newly installed upon their move-inA statement was sent to the compliant with all receipts, including the receipt for the carpet which was charged back at a pro-rated amountAll communications were responded to by either via email or phone in a timely manner, but were ceased at the request of the complainant on May 11, We will be more than happy to work out a resolution if the complainant wishes to contact meTo address the repair issues, it is unfortunate, but there were changes in management and maintenance staff and new employees were not aware that some repairs were incomplete and were not able to addressPlease know that all complaints are heard taken seriouslyWe do our best to resolve all issues in a timely mannerI apologize for the delay of the correspondence, as the original Revdex.com letter went to the corporate office not addressed to me which caused the delayPlease let me know if you have any questions

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.The company's response has invalid statements pertaining to our move-out walk thruBefore the maintenance man arrived at the apartment, we had vacated all furniture and all carpet was visible while he proceeded to do his walk thruUpon our move-in, we had noticed CAT fur in the bedroom and living area's, before moving our furniture into the apartment, I (***) vacuumed and cleaned the apartment because of the fur in the apartment because I am allergic to cat's and their furAlso, there were multiple stains that were on the carpet, that while we were occupying the residence, was covered by our couch in the living areaOur DOG had never once urinated in the apartment while we were there, he is house trained and never soiled the carpet. Upon move out, their front office manager, *** was rude and not being understanding or accommodating to our move out situation, so I did ask for her supervisor's number, *** and we did speak on the phone for about 30-minutes about our situationOnce the walk-thru was complete, I e-mailed *** all photos of the apartment and the condition it was in as well as a video of the condition it was left because since we had been living there we have always been a target for the front officeThey consistently brought up "policy" when there were other occupants that were not upholding the rules that were being told to us as wellI ended communications with *** and *** because they were not willing to understand our viewpoint of the move-out situation and it was becoming a dead end conversation*** who happened to be a nice individual on the phone was better to communicate then ***, then once we moved out *** had told us that I needed to continue to deal with ***, whom has never been a people person and continued to give us rude responses and treat us with disrespect.I have attached the same photos and video that was sent to Verse La Mesa's supervisor for our proofAlso, once contacted about sending back remaining keys and parking passes, I mailed back the keys and passes in a security envelope addresses to their front officeWe have not received any return mail after mailing them back. This entire situation has been such a stress on myself and my unborn childThey have not had any clear communication to us or from their staff since we moved inWe thought moving into this residence would be a good move for us and our growing family but it ended up being the biggest mistakeWe were not told about any other charges before we signed off on the check out list with their maintenance supervisorIt just seems to be a continuous battle to show that we were responsible tenants and would have agreed to certain charges but NOW knowing that the paperwork that we signed on the day of the move-out was invalid and didn't mean anything is ridiculousI really hope they treat their tenants better than we were treated We have received a notice of payment due within business days or they will send it to collections but with our case out with Revdex.com and their response and unresolved results it seems that their request is not fair.I have tried to upload photos and videos but the window has timed out multiple times, if there is another way to send these videos and photos please let me know. Regards,*** And *** Scott

Dear Mr***First and foremost, we are truly disheartened to hear about this incident at our establishmentThe experience described in the complaint does not align with the standard we hold ourselves to at Verse La MesaAs the Regional Manager, I can assure that we strive to keep all
residents (current and past) feeling properly accommodated at all times.Upon move-out day on April 13, 2016, I was contacted via phone by the complainant in regards to their experience with staff and the fees to be charged at move-out for the removal of bulk items at the dumpsterI assured that the complaint would be investigated and addressedIn addition, I stated that we would pay for the piof their bulk items and waive those charges.At the time of the move-out inspection, all damages were not able to be determined as the apartment home, had not been completely vacated, as boxes and furniture were still in the homeOnce the apartment home had been vacated, the carpet cleaning company determined that the carpet would not be able to be cleaned due to pet damages caused by the dog and would need to be replacedThe carpet had been newly installed upon their move-inA statement was sent to the compliant with all receipts, including the receipt for the carpet which was charged back at a pro-rated amount.All communications were responded to by either via email or phone in a timely manner, but were ceased at the request of the complainant on May 11, We will be more than happy to work out a resolution if the complainant wishes to contact me.To address the repair issues, it is unfortunate, but there were changes in management and maintenance staff and new employees were not aware that some repairs were incomplete and were not able to address.Please know that all complaints are heard taken seriouslyWe do our best to resolve all issues in a timely manner.I apologize for the delay of the correspondence, as the original Revdex.com letter went to the corporate office not addressed to me which caused the delay.Please let me know if you have any questions

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 belowThe company's response has invalid statements pertaining to our move-out walk thruBefore the maintenance man arrived at the apartment, we had vacated all furniture and all carpet was visible while he proceeded to do his walk thruUpon our move-in, we had noticed CAT fur in the bedroom and living area's, before moving our furniture into the apartment, I (***) vacuumed and cleaned the apartment because of the fur in the apartment because I am allergic to cat's and their furAlso, there were multiple stains that were on the carpet, that while we were occupying the residence, was covered by our couch in the living areaOur DOG had never once urinated in the apartment while we were there, he is house trained and never soiled the carpet.
Upon move out, their front office manager, *** was rude and not being understanding or accommodating to our move out situation, so I did ask for her supervisor's number, *** and we did speak on the phone for about 30-minutes about our situationOnce the walk-thru was complete, I e-mailed *** all photos of the apartment and the condition it was in as well as a video of the condition it was left because since we had been living there we have always been a target for the front officeThey consistently brought up "policy" when there were other occupants that were not upholding the rules that were being told to us as wellI ended communications with *** and *** because they were not willing to understand our viewpoint of the move-out situation and it was becoming a dead end conversation*** who happened to be a nice individual on the phone was better to communicate then ***, then once we moved out *** had told us that I needed to continue to deal with ***, whom has never been a people person and continued to give us rude responses and treat us with disrespectI have attached the same photos and video that was sent to Verse La Mesa's supervisor for our proofAlso, once contacted about sending back remaining keys and parking passes, I mailed back the keys and passes in a security envelope addresses to their front officeWe have not received any return mail after mailing them back.
This entire situation has been such a stress on myself and my unborn childThey have not had any clear communication to us or from their staff since we moved inWe thought moving into this residence would be a good move for us and our growing family but it ended up being the biggest mistakeWe were not told about any other charges before we signed off on the check out list with their maintenance supervisorIt just seems to be a continuous battle to show that we were responsible tenants and would have agreed to certain charges but NOW knowing that the paperwork that we signed on the day of the move-out was invalid and didn't mean anything is ridiculousI really hope they treat their tenants better than we were treated
We have received a notice of payment due within business days or they will send it to collections but with our case out with Revdex.com and their response and unresolved results it seems that their request is not fairI have tried to upload photos and videos but the window has timed out multiple times, if there is another way to send these videos and photos please let me know.
Regards,*** And *** Scott

Review: I rented an apartment at Cranford Court Apartments for 2 years and 8 months. The Property Management company is Pinnacle. The current Property Manager is [redacted]. The issue is that I provided a 30-day Notice that my last day was May 31, 2015.(According to Crisiti there is no proper form to complete, just grab a plain piece of paper) and I was not informed of my Notice that I have the right to a pre-inspection. According to [redacted], on June 5, she mailed my Move-Out statement to me at my old apartment because there was no forwarding address provided. This statement was incorrect(according to [redacted]) because she overcharged me so she emailed me a revised statement on 6/25/15, which legally is after 21 days. I placed a change of address with the Post Office on 6/3/15 so I should have received the first statement. (She has my email address) When I asked to see the incorrect statement, she told me that she did not have it. I was charged for painting when according to California laws, I cannot be charged for painting if I resided at the apartment for 2 or more years. She charged me for replacing carpet in the bedrooms because she said they could not be cleaned and destroyed and vinyl in the bathrooms needed replacing. I asked her if she took photos and she responded that she did and will email them to me. I never received them. [redacted] requested me to put in writing my disputes and she will speak with her Supervisor, Theresa Gutierrez and maybe something can be worked out. I only received an email from [redacted] stating that their attorney said she did everything right. I never received a notice about having the right to a pre-inspection and I would have requested one. [redacted] responded that she posted the notice on my door and mostly everyone waives their right anyway. This is a very unprofessional statement. My disputes were never addressed by [redacted] per my email. I repeatedly told [redacted] that I would be willing to work with her but this has not happened.Desired Settlement: I just want my disputes addressed fairly and a settlement agreement to avoid going to Small Claims Court. Based on violations of the California Civil Code, I should receive a refund of my security deposit; however, I want to be fair but I am not getting any cooperation from the Property Manager or Pinnacle. The customer service that I received from [redacted] was so unprofessional and I just don't want this to happen to someone else.