Prometheus Real Estate Group Inc

Our manager at Hearth Apartments reached out to *** *** on *** and resolved the matter with him directly
Thank you,
***

Initial Business Response /* (1000, 7, 2015/09/08) */
Thank you for your feedbackI can understand your concern and the confusion regarding available lease terms
In an effort to manage the number of leases that expire in any given month we must limit the lease terms that we are able to offer
at any given timeWe are not able to guarantee that any lease term will be available when a new Neighbor is looking to move in or comes up for renewalTypically shorter term leases are more expensive than longer term leasesHowever, in the last months there have been significant increases to rent throughout the regionand month offers were extended to all Neighbors with leases expiring in this timeframe at a discount to current market rentsThe offer letter does state that if a Neighbor is interested in a different lease term than those listed on the renewal letter that they should inquire with the leasing officeThis does not guarantee that a particular lease length will be available
We absolutely want to work with new and especially existing Neighbors when discussing lease termsWe understand that everyone has different circumstances that may require a lease of less that monthsThis case was no differentWe have several lease lengths available but at this time we are not able to offer anything shorter than an month term

Initial Business Response /* (1000, 7, 2015/09/05) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]@prometheusreg.com
Upon final move out inspection, apartment cleaning and partial paint was required. The cost of cleaning is $180 for a one bedroom...

apartment from our vendor, and the partial paint charge is $110. The paint charge was prorated for the amount of time [redacted] occupied the apartment.
Initial Consumer Rebuttal /* (3000, 9, 2015/09/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
A cleaning charge for a one bedroom that was cleaned of $180 is outrageous. If it is a standard charge then it should have been explained to tenants prior to moving in. These charges should be part of the normal wear and tear.
Final Business Response /* (4000, 11, 2015/09/15) */
We will refund all cleaning and painting charges.
Final Consumer Response /* (2000, 13, 2015/09/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Please send the refund to the address you have:
[redacted] XXXXX

Initial Business Response /* (1000, 5, 2015/05/21) */
Contact Name and Title: [redacted] Property Manager
Contact Phone: [redacted]
Contact Email: [redacted]@prometheusreg.com
Mr. [redacted]:

In reviewing your account, we have determined that the debt you are disputing is indeed valid and we will not...

be waiving the charges as requested. You mentioned that you did not receive your final account statement upon move-out and only received the revised final account statement on 4/27/13. Our records show that your final account statement, along with the supporting documentation, was sent to the forwarding address you provided the Leasing office at the time of your move out on 12/15/2012. The account statement included the following charges: final utilities from 10/31/12 through 11/30/12, totaling $73.95; damage repair permit cost of $108.13; trench excavation cost of $120.00; and repairs to damaged gas line, at the cost of $4,150.00. After your deposit was applied towards the balance owed, this left a total balance due of $3,252.08.
On 4/27/13, our collections department emailed and mailed a copy of the final account statement as we had not received any response from you regarding the balance due. Attached to the final account statement was a letter providing you with contact information for our collections department and a note informing you that we would be willing to set up a payment plan if needed. Additionally, once your account was sent to our third-party collection agency on 5/28/14, a demand letter was mailed to you with details on the balance owed on your account, requesting that you contact the collection agency to settle the debt. They also made several attempts to contact you via phone, but had no success in doing so.

In regards to the damages in question, our records show that you permitted an unqualified and unauthorized party to repair the fence without seeking approval to do so from management. This was a clear violation of Section 10 of your rental agreement, which you signed, that states the following: "10. Resident(s) have inspected the Premises and acknowledge that the same is in good and habitable order and repair at the time Resident(s) are given occupancy. Resident(s) agrees not to make any alteration, improvements, installations, repairs or redecorations of any kind whether permitted by law or otherwise to the premises without written consent by Management. All additions, fixtures and improvements, once authorized, shall become Management's property and remain on the Premises after the termination of this Agreement, unless Management, as a condition of making such alteration, consents to the removal of such alteration and requires the Premises be restored to the condition existing prior to such alteration or addition."

You reported to Management that during your efforts to dig the hole through the unauthorized party, a black cable was noticed and at that point, you stopped digging. Afterwards, AT&T reported a damaged line and was called out to complete repairs for your building's communication lines. You also mentioned that at this time there was no smell of gas, which is not what was determined by our maintenance technician when he went to inspect the unit on 6/21/2012 and smelled the presence of gas.

Based on the above facts and a thorough review of the incident, we have found that you will still be held responsible for the damages, as listed above. We encourage you to contact [redacted], who is with the third-party collection agency, to resolve this debt at your earliest opportunity. Should you have any additional questions or concerns, please feel free to reach out to [redacted], Chesapeake Point Property Manager, directly at XXX-XXX-XXXX.

CHRISTOPHER MCKINTY PROPERTY MANAGER PROMETHEUS REAL ESTATE GROUP, INC. Est. 1965
CHESAPEAKE POINT APARTMENTS [redacted] XXXXX
p: [redacted] Fax: [redacted] www.ChesapeakePoint.com [redacted]@prometheusreg.com
I AM HOME(c). [redacted] feels at home while spending quality time with family, friends and my little [redacted].
Initial Consumer Rebuttal /* (3000, 7, 2015/06/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I'd like to address root cause of incident not symptom happened afterwards. I have not seen anything addressing the root cause on your response. You might assume tenant would just start digging a hole for no reason but I'd rather not to lift my fingers if I don't have to. I am very busy with more important business and not willing to spend one second for the things should be done by others. In this situation, I had no choice but to fix fence so the door can stay up and close, my bedrooms do not exposed to parking lot and open for everyone, and prevent burglary and injury from happening. I had to keep my dog from backyard as well. Management neglected to provide safe environment and habitable condition, that is the root cause of this incident. As I reported to manager, my car was vandalized, my unit always suffered from loud noise and unsafe environment. Absolutely nothing was done by management to fix the issue but I was recommended to report damage to police. Why there is no updates regarding of root cause?
As for final statement, I was always on time on all my payments never late not even once, please check your record to verify and I am stating that I have not received statement until very later. If it was done within 21 days after I moved out, I would be following up back then not now.
Unprofessional staff made false assessment and statement. I have made efforts to reach out but any verbal communication are treated as did not occur or context got twisted. I've asked multiple times to fix rotten fence and backdoor which does not close. Fence was rotten and kept moving. There used to be a big tree by the fence to hold the fence but it was cut down all of the sudden without any notice on last week of April 2012. I followed up with property manager and he mentioned that new fence will be done very soon on April 30th, 2012. Fence was never replaced during the whole time of my stay, I moved out on November. For some reasons, I was told that I never asked to fix the fence and backdoor by leasing agent when I had conversation during incident, assessment was never made by the office as oppose to what you responded. As I mentioned before, I was told by leasing agent that property manager will not going to fix the fence to save money since he was trying to replace entire fence and needed to save money. He will not spend any money. She was talking negative about her manager to make her look good. I confronted her later on this statement and she said she did not say that. I should have recorded these conversations. I've also heard her talking to unhappy tenant over the phone while I was waiting in leasing office, tenant was asking her to provide corporate office contact and she kept saying "I don't know." Same thing happened to me later. She also talked negative about me to other tenants. My neighbors told me that she was gossiping around, this type of very unprofessional behavior made me feel unsafe, threaten and can not stay there anymore. My guest was also threatened by your maintenance person, he accused my guest of tress passing, he had kicked my guest out from the pool and tried to start the fight, slapping the pool gate all the time which was also another repair request I made. Environment was so unsafe. Many times I've tried to talk to office and things but they just wrote down something on the notes and no action taken. When I report issue with maintenance, leasing office will protect him and would not listen. I lived right by the pool, I've seen what he has been doing. He even had pool party on the day manager is not around. He acted like he owns the place and being rude. He was the one dug wrong side of the yard very hard. How can you trust these low quality people especially the ones so emotional and irresponsible for what to say on behalf of your organization? Why your staff kept giving me hard time? I felt very discriminated, unwelcomed and unsafe for the entire time.
My unit was located right by the pool, I've made request to have better security to prevent troubles from happening, my parking spot has been taken by someone frequently, my car was even vandalized on 5/13/2012. My car was parked right next to the fence and back door which does not close. There are so many people from outside sneaking in every night to the hot tub makes big noise, as a result hot tub got broken many times left with yellow colored water. When I reported security and vandalism issue to manager and asked for prevention, I was told to report damage to police. Security company hired by your organization was a joke, did not do anything. Even when there was pool party going on, they did not say or do anything. So many illegal parking, so many people live in one small unit, I've made complaint multiple times, nothing was done. My ask was to make efforts to prevent, fixing root cause not symptom happened afterwards. I also told property manager that it is dangerous, kids were leaning onto rotten fence. Why monitoring the fence to prevent things from happening becomes my job instead of management fixing the fence? Situation was asking for something bad to happen. I have pictures of rotten fence to prove how bad it was. Big hole made by maintenance never got fixed for months with pipe exposed, backyard was so dangerous, my dog could not go out. How can you call this safe environment? Why hole was never fixed and kept in dangerous condition? I've asked to fix it but no one came by. Why no explanation on anything was given?
I do not agree with your assessment and I will not contact leasing office where another manager with no clue will tell me same thing. That what happened last time so it proven that is not going to address the issue.
As I mentioned during my stay after multiple mis-communication, I will not make verbal communication to your organization unless recorded since everything I said was treated as either did not exist or twisted in the past. I must prevent that from happening again. I made myself clear to leasing office before I moved out that I will not verbally communicate and I needed corp contact info, he said he does not know who to contact. I asked him who do you report to then he also said he did not know. I felt that was completely disrespecting tenant and he can tell such a lie without changing his facial expression. I used to communicate with VP or operation from your corp office but he was gone during the incident as well. I really appreciate if someone with higher authority who is willing to listen and work things out together can respond. Once again, who would intentionally dig a hole for no reason when we are so busy with work and hundreds of better things to do? My ask is to remove negative record from my credit report this was triggered by uninhabitable condition and removed the charge.
Final Business Response /* (4000, 9, 2015/06/18) */
Hello Mr. [redacted],

Thank you for your response.

While I understand you feel we have not addressed the root cause of the incident, determining the root cause of the incident would not change our position. You have asked that we waive the charges that resulted from you allowing an unlicensed and unauthorized vendor to complete work on our property which resulted in damage to the community gas and communication lines. Additionally, we have no record of the "rotten fence" being reported to the management team until after the gas and communications lines were reported as damaged. You claim you had many verbal conversations regarding the situation to support that you made every attempt to alert management about the fence before inviting an unauthorized party to work on the property; we cannot base our decision or waive the charges solely on your recounts of verbal conversations for the same reason you choose not to take our account of the situation as fact.

What we can agree on that cannot be disputed is that the work you allowed your friend to perform was not authorized by management. This is a clear violation of your lease. While I understand you feel the fence being damaged and the gate not closing properly made your home uninhabitable, the circumstances of this issue would not constitute a breach of "habitability." As I previously stated, we will not be waiving the charges as they are indeed valid. I again would encourage you to contact [redacted], the third-party collection agency, to take care of the outstanding balance at your earliest convenience.

Per your request to speak with someone in higher management, please feel free to contact [redacted], the portfolio manager overseeing Chesapeake Point. You can reach her directly at [redacted]@prometheusreg.com

Thank you for bringing this issue to our attention. Please let me know if you have any additional questions or concerns.
Warmest regards,

[redacted], Property Manager, Chesapeake Point
Final Consumer Response /* (4200, 11, 2015/06/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you very much for your response, however I am not mr. and your feedback clearly proved that you have not reviewed what I've mentioned earlier.
I've visited office and made repair request however I was told, management will not pay a dime for the fence since there is upgrade plan is going on, which never happened during my stay. I was told by staff [redacted] that she will put my request anyways but most likely it won't get done. Record was intentionally not created. In addition, big tree which was holding the fence was removed without notice. That made the fence very loose. I did my part and your management did not do your due diligence. I've already stated what happened and again I am hearing same response. Detached pole and unclosable door is not considered security hazard? What kind of quality standard does Prometheus have? I've seen kids fell over, and I had to keep my eye on loud people having pool party, my car got vandalized. It was clearly considered as uninhabitable condition and management took no actions. Often time my parking was taken by unauthorized car which is right in front of my broken door. And I've asked for explanation of leaving backyard with huge holes with exposed pipes for months and my personal stolen equipment. My dog could easily get injured. Clearly uninhabitable. My proposition remains the same, get rid of record from my credit and I do not believe I owe this balance. Charges are not valid, especially what happened and facts are not correctly recorded. And I also received letter from different collection company not [redacted]. I have not received last statement on time either.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted].
I have received the following Email from the Emerson Property management:
 
Hello[redacted]
 
We have decided to remove the following charges:
 
Painting: $[redacted]
Carpet cleaning: $[redacted]
Apartment cleaning: $[redacted]
 
Elizabeth will be sending you a revised statement.
 
Please let me know if you have any further questions.
 
**Hey Neighbors! Ask us how to sign up for paperless statements & our neighbor portal The Hub**
 
Idania Martinez | Neighborhood Directors | PROMETHEUS REAL ESTATE GROUP, INC. | Est. 1965EMERSON APARTMENTS | 11010 NE 124th Lane | Kirkland, WA [redacted]p: 425.821.**41| Fax: 425.821.4**8| prometheusreg.com| [email protected]
 
 
 
If the figure of of $[redacted] is to be removed, thus, absolving me of charges beyond my $[redacted] deposit(s) then I am satisfied.  If I understand this to be the case and it is true and correct.  
 
I have not received an update in writing via mail at this writing and reserve the right to contest this should the figures amount to a different total.  I will not hesitate to reopen this inquiry should the matter be handled in an other than forthright manner.
 
 
That said, I accept this upon a plain reading of it.  I only wish we did not have to go to these lengths to receive fair, equitable, and honest treatment.
 
Sincerely, [redacted]

Dear Revdex.com: 
 
Thank you for forwarding the information regarding [redacted] complaint. 
 
[redacted] had an automated payment set up before she moved out and therefore the full rent was automatically paid, rather than prorated based on her move out date....

  When she notified Prometheus about the error, the full amount was reversed.  [redacted] was then left with a remaining balance for rent due at move out, in the amount of $[redacted] plus utilities and cleaning and other charges.  
 
[redacted] is contesting the charges saying she did not receive the notification of balance due until June.  Prometheus mailed the Final Account Statement and balance due letter to [redacted] in March following [redacted] move out and again in June.  Regardless, Prometheus will waive the final balance due of $[redacted] as [redacted] has requested.
 
Thank you.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. Sincerely, [redacted]

I have spoken with the Neighborhood team and we have decided to waive the charges for cleaning, carpet cleaning and paint. There does appear to be justification for the carpet cleaning charge as we have all carpets replaced or professionally cleaned prior to move in and require professional cleaning...

at move out as noted in our move out guidelines. The apartment does appear to have been thoroughly cleaned. A revised Final Account Statement will be mailed to [redacted] showing these adjustments.
As for the dispute related to rent. The correct prorate was applied for the 1st through the 4th which was the lease end date. Since the Neighbors moved out a day prior to their lease end date the extra day was credited back as standard rent and then charged again as "rent" but this is accelerated rent through the end of the lease term which happened to be one day.
As for the dispute related to the utilities, the email sent by Miles clearly states that the amount included in the email does not include utilities.
I apologize for the effort that [redacted] had to go through to get these adjustments made to the move out charges. I hope that these adjustments satisfy the request from [redacted].