We adamantly deny that our decision to block portal payments was because of the resident's raceThis was never said by the managerOur business policies apply to everyoneAgain, portal payments were blocked and will remain blocked, consistent with our policies
Mr. Williams,We are in receipt of your complaint, claiming damages to your personal property as a result of the washer/dryerI appreciate you making us aware and would ask that you please forward over photos or any evidence of the damage, as well as any receipts you have for those itemsI
appreciate your time and look forward to hearing back from you
It is our policy to charge a settlement amount when transferring to a less expensive apartment, regardless of the number of days left in the leaseWe charge an amenity fee at move in, including when a resident transfersOur agreement was to waive the transfer settlement amount, not the amenity
feeAs a gesture of good faith, we have agreed to waive $of the $amenity fee
Thank you for your inquiryWe have researched your account and have determined that payment through the resident portal was blocked, consistent with our policiesWe will require all payments in the future be paid by either your online banking bill pay service or via cashier's check/money
order
The local team has been corresponding with Mr*** regarding the questions he has on his statements over the past several weeks. There was a transition of regional manager's for this community twice recently and as a result there have been several different points of contact for him
throughout this processWe understand his frustration. We were able to provide a very detailed and specific breakdown of the charges and credits to Mr*** ledger from accounting. There was a transfer from one apartment to another which added more complexity to the activity seen on both of his accounts. We have waived late fees and other fees for Mr*** as we agree it was not appropriate to charge him for not paying a balance on time that was not clear to him. We have provided calculations and additional support for the activity seen on both apartment statements. We are adjusting late fees for Mr*** as well as removing the vacant electric charges from his statement as he states the PG&E accounts were set up at the time he took occupancy of the apartments. We have apologized for the confusing nature of the charges and credits on his statements as well as for charging fees without providing a more detailed explanationNo PII has ever been on any notice posted to Mr*** apartment. Mr*** is able to access our portal to make payments and he is welcome to post on our property bulletin board, although all items will be reviewed by the Community Manager before approvingMr*** has stated that this was a reasonable outcome
We value Ms*** choosing to live with us, and we take seriously her concerns regarding wear and tear chargesThe community does follow a move in and move out inspection processPart of that process includes the resident completing a move in inspection form to note condition,
a pre-move out walk performed by the property, and a final walk after the apartment has vacated. When finalizing Ms*** account, all three pieces were reviewedThe move in checklist did not note any concerns with the floor, shades, or cleanlinessThe pre-walk was completed by a member of the leasing staff, as maintenance was not available at the requested time We do make every attempt to accurately as charges during the pre-walk, but it can be challenging for the leasing team to determine the amount of time to paint, clean, and maintenance the apartmentDuring the final move out walk, performed by the maintenance team, it was determined that it would take additional time to paint and clean the apartmentCharges were made based on the hourly rate and materials costs. Ms*** did reach out to the office to dispute the charges, and an agreement was made to remove a charge for resurfacing the tubWe are striving for a satisfactory resolution, and have re-opened the account*** *** is revising Ms*** account to reflect a zero balanceShe will receive a revised statement via mail
Complaint: ***
I am rejecting this response because:Credits have still not been posted to the account, I was advised they would be and it is still pending. PII information was displayed. The notice was taped to my door on several occasions in a manner that PII was visible to anyone who walked by the apartment. I took photos of same and kept many of the lettersIt was folded in a manner that PII was displayed. I have been in the credit & collection industry for over years, writing policy for regulators such as the CFPB, OCC, FDIC, FCA and all major lending institutions. I am a subject matter expert consulting and speaking around Fair Debt and Collection Practices Act. I reiterate PII information was displayed and as my communication to the building manager indicated, this policy was in violation of the FDCPA and I suggested to him that they change this practice. I can provide the email to support this claim. I believe simply denying PII information was displayed is insufficient. I believe they should change their policy and process to comply with Federal regulations. We are still pending clarity on an unauthorized application of a credit balance on my account to cover a deposit in the amount of $199.00. I was told the deposit was not required based on my credit rating. The management team is disputing this. This item is still pending as I am researching a month history of emails to provide supporting documentation of this communication with the companies management team at their request. I still did not receive an apology from the building manager who started reviewing this process in July and he refused to comply with my requests simply stating the monies where owed and due without addressing and answering my questions. Now two other manages had to be involved only to advise me they would be issuing credits for the item I originally dispute back in July with *** ***. Throughout the whole process my questions did not change, he just didn't provide a complete review and answers of same. Then started posting collection/eviction notices to my door, each day over the course of consecutive days in addition to other notices (also I received additional notices via USPS) after I had complained to his supervisor. It seemed retaliatory, which was further supported when he disabled my access to the tenant portal (once I complained the access was granted again).So while we have made progress forward, there still remain a few open items. I am looking forward to finalizing this matter in a timely fashion The credits that they agreed to apply to the account are based on improper
Sincerely,
*** ***
Hi ***,Thank you for your feedbackThe lease states that "You may also have the opportunity, upon providing an account number to us, to select to have your refund, if any, directly deposited into the bank account of the selected co-resident." This option is not currently available at this timeTherefore, as further stated in the lease, and pursuant to the notice to vacate form that you signed, "we will issue a check, made payable to all residents, and will send the check to the forwarding address provided." Equity has provided your security deposit to you per the terms of your lease, the notice to vacate form and state law. If you would like the check to be made payable to only one resident, we will need the Security Deposit Release Form filled out and notarizedThis form will need to be returned to us along with the refund check that was issuedAccounting can then re-issue the check to the resident designated on the release form. Thanks,***
Hi ***,I am sorry to hear about your unfortunate experienceI want to apologize for any confusion that occurred and address your concern about any fees paid to a sister community of oursAs a current Equity resident, we value your residency and try our best to make sure you are very satisfied
with us so that if life takes you elsewhere and you have the choice to select another Equity community we hope you feel comfortable choosing to stay with us. I am working with the other Community Manager to have your $application fees refundedI apologize that it has not happened yet, but in the future I hope you feel comfortable enough to reach out to me directly if you have any issues whether it be at Artisan or another one of our communities so I can assist you any way possibleAnother one of our perks is that once you reside with us, you will no longer have to pay an application fee as long as you move Equity to Equity with no lapse in between so those application fees will be credited soon. To clarify our transfer policy, it asks you to contact your management team for further informationThe reason why it states this and does not list it online is because there are several variables to our policy including when the lease ends, the rental amount and the distance you are relocating toIt encourages you to reach out to your current management team because we would have all the necessary information required to clarify our policy specifically to youAgain, I apologize for any inconvenience and I will follow up with you directly once I receive notification that your fees were refundedIf you have any questions you can email me directly at ***@eqr.com.Best Regards,
Contact Name and Title: Matt-Digital Reputation
Contact Phone: ***
Contact Email: ***@eqr.com
Our team has been working to resolve this issueManagement has agreed to let the resident out of her leaseThank you
Initial Business Response /* (1000, 5, 2015/06/24) */
Contact Name and Title: ***-Digital Reputation
Contact Phone: XXXXXXXXXX
Contact Email: ***@eqr.com
The resident has been contacted and this issue has been resolved
Initial Consumer Rebuttal /* (2000, 7, 2015/06/30) */
(The consumer
indicated he/she ACCEPTED the response from the business.)
"We adamantly deny the statements made by Mr***Not only has
the General Manager never personally met Mr***, he currently has access to the resident portal to make rental payments, as agreed and consistent with our business practices We normally reactivate Resident Portal access when renewal is effective but we made an exception and reactivated it for this resident sooner than normal."
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meAs long as I receive compensation for the grill, I am fine, my insurance took care of the car at no charge.
Sincerely,
*** ***
We dispute Mr*** recitation of the facts and his overall characterization of the events that occurred surrounding his move out. Consistent with local law, we gave Mr*** the option of being present for a pre-move out inspection. He initially declinedIt was only after we
convinced him to have one done, did he agree. However, per his signed election, he indicated that he did not wish to be present during that inspection. As such, we went ahead did the inspection on the date that we provided him. It was only after he vacated and returned possession of the apartment did he request that he be present during an inspection, which defeats the purposes of a “pre-move out inspection.” Since he had already vacated, we declined his request that another inspection be completed We have provided Mr*** with all of the photos and evidence of the damage that he left in the apartment, along with the evidence of our costs to make repairs. We are confident that the charges that were assessed against his security deposit are valid and well substantiated. Nevertheless, as a customer service gesture, we have already agreed to reduce the painting charges in half. He agreed to pay the balance of $101.92, last time we spoke. We see no reason to waive any additional charges. Thank you
Complaint: ***
I am rejecting this response because:
*** was out of line threatening to plaster pictures all over a Revdex.com complaintI was already entitled to a refundHowever, the lack of accountability, lack of business ethics, and poor customer is accurate.
Sincerely,
*** ***
We adamantly deny that our decision to block portal payments was because of the resident's raceThis was never said by the managerOur business policies apply to everyoneAgain, portal payments were blocked and will remain blocked, consistent with our policies
Community manager is in communication with this resident to resolve this
Mr. Williams,We are in receipt of your complaint, claiming damages to your personal property as a result of the washer/dryerI appreciate you making us aware and would ask that you please forward over photos or any evidence of the damage, as well as any receipts you have for those itemsI
appreciate your time and look forward to hearing back from you
It is our policy to charge a settlement amount when transferring to a less expensive apartment, regardless of the number of days left in the leaseWe charge an amenity fee at move in, including when a resident transfersOur agreement was to waive the transfer settlement amount, not the amenity
feeAs a gesture of good faith, we have agreed to waive $of the $amenity fee
Thank you for your inquiryWe have researched your account and have determined that payment through the resident portal was blocked, consistent with our policiesWe will require all payments in the future be paid by either your online banking bill pay service or via cashier's check/money
order
The local team has been corresponding with Mr*** regarding the questions he has on his statements over the past several weeks. There was a transition of regional manager's for this community twice recently and as a result there have been several different points of contact for him
throughout this processWe understand his frustration. We were able to provide a very detailed and specific breakdown of the charges and credits to Mr*** ledger from accounting. There was a transfer from one apartment to another which added more complexity to the activity seen on both of his accounts. We have waived late fees and other fees for Mr*** as we agree it was not appropriate to charge him for not paying a balance on time that was not clear to him. We have provided calculations and additional support for the activity seen on both apartment statements. We are adjusting late fees for Mr*** as well as removing the vacant electric charges from his statement as he states the PG&E accounts were set up at the time he took occupancy of the apartments. We have apologized for the confusing nature of the charges and credits on his statements as well as for charging fees without providing a more detailed explanationNo PII has ever been on any notice posted to Mr*** apartment. Mr*** is able to access our portal to make payments and he is welcome to post on our property bulletin board, although all items will be reviewed by the Community Manager before approvingMr*** has stated that this was a reasonable outcome
Since we do not own or manage this community, please contact Previous Resident Relations at ***@EQR.COM.Thank you
We value Ms*** choosing to live with us, and we take seriously her concerns regarding wear and tear chargesThe community does follow a move in and move out inspection processPart of that process includes the resident completing a move in inspection form to note condition,
s charges during the pre-walk, but it can be challenging for the leasing team to determine the amount of time to paint, clean, and maintenance the apartmentDuring the final move out walk, performed by the maintenance team, it was determined that it would take additional time to paint and clean the apartmentCharges were made based on the hourly rate and materials costs. Ms*** did reach out to the office to dispute the charges, and an agreement was made to remove a charge for resurfacing the tubWe are striving for a satisfactory resolution, and have re-opened the account*** *** is revising Ms*** account to reflect a zero balanceShe will receive a revised statement via mail
a pre-move out walk performed by the property, and a final walk after the apartment has vacated. When finalizing Ms*** account, all three pieces were reviewedThe move in checklist did not note any concerns with the floor, shades, or cleanlinessThe pre-walk was completed by a member of the leasing staff, as maintenance was not available at the requested time We do make every attempt to accurately a
Complaint: ***
I am rejecting this response because:Credits have still not been posted to the account, I was advised they would be and it is still pending. PII information was displayed. The notice was taped to my door on several occasions in a manner that PII was visible to anyone who walked by the apartment. I took photos of same and kept many of the lettersIt was folded in a manner that PII was displayed. I have been in the credit & collection industry for over years, writing policy for regulators such as the CFPB, OCC, FDIC, FCA and all major lending institutions. I am a subject matter expert consulting and speaking around Fair Debt and Collection Practices Act. I reiterate PII information was displayed and as my communication to the building manager indicated, this policy was in violation of the FDCPA and I suggested to him that they change this practice. I can provide the email to support this claim. I believe simply denying PII information was displayed is insufficient. I believe they should change their policy and process to comply with Federal regulations. We are still pending clarity on an unauthorized application of a credit balance on my account to cover a deposit in the amount of $199.00. I was told the deposit was not required based on my credit rating. The management team is disputing this. This item is still pending as I am researching a month history of emails to provide supporting documentation of this communication with the companies management team at their request. I still did not receive an apology from the building manager who started reviewing this process in July and he refused to comply with my requests simply stating the monies where owed and due without addressing and answering my questions. Now two other manages had to be involved only to advise me they would be issuing credits for the item I originally dispute back in July with *** ***. Throughout the whole process my questions did not change, he just didn't provide a complete review and answers of same. Then started posting collection/eviction notices to my door, each day over the course of consecutive days in addition to other notices (also I received additional notices via USPS) after I had complained to his supervisor. It seemed retaliatory, which was further supported when he disabled my access to the tenant portal (once I complained the access was granted again).So while we have made progress forward, there still remain a few open items. I am looking forward to finalizing this matter in a timely fashion The credits that they agreed to apply to the account are based on improper
Sincerely,
*** ***
Hi ***,Thank you for your feedbackThe lease states that "You may also have the opportunity, upon providing an account number to us, to select to have your refund, if any, directly deposited into the bank account of the selected co-resident." This option is not currently available at this timeTherefore, as further stated in the lease, and pursuant to the notice to vacate form that you signed, "we will issue a check, made payable to all residents, and will send the check to the forwarding address provided." Equity has provided your security deposit to you per the terms of your lease, the notice to vacate form and state law. If you would like the check to be made payable to only one resident, we will need the Security Deposit Release Form filled out and notarizedThis form will need to be returned to us along with the refund check that was issuedAccounting can then re-issue the check to the resident designated on the release form. Thanks,***
Hi ***,I am sorry to hear about your unfortunate experienceI want to apologize for any confusion that occurred and address your concern about any fees paid to a sister community of oursAs a current Equity resident, we value your residency and try our best to make sure you are very satisfied
with us so that if life takes you elsewhere and you have the choice to select another Equity community we hope you feel comfortable choosing to stay with us. I am working with the other Community Manager to have your $application fees refundedI apologize that it has not happened yet, but in the future I hope you feel comfortable enough to reach out to me directly if you have any issues whether it be at Artisan or another one of our communities so I can assist you any way possibleAnother one of our perks is that once you reside with us, you will no longer have to pay an application fee as long as you move Equity to Equity with no lapse in between so those application fees will be credited soon. To clarify our transfer policy, it asks you to contact your management team for further informationThe reason why it states this and does not list it online is because there are several variables to our policy including when the lease ends, the rental amount and the distance you are relocating toIt encourages you to reach out to your current management team because we would have all the necessary information required to clarify our policy specifically to youAgain, I apologize for any inconvenience and I will follow up with you directly once I receive notification that your fees were refundedIf you have any questions you can email me directly at ***@eqr.com.Best Regards,
Hello, we'd be more than happy to assistCan you please specify the name of the community you are referring to in this case?
Management and the resident have reached an agreement regarding this case
Contact Name and Title: Matt-Digital Reputation
Contact Phone: ***
Contact Email: ***@eqr.com
Our team has been working to resolve this issueManagement has agreed to let the resident out of her leaseThank you
Initial Business Response /* (1000, 5, 2015/06/24) */
Contact Name and Title: ***-Digital Reputation
Contact Phone: XXXXXXXXXX
Contact Email: ***@eqr.com
The resident has been contacted and this issue has been resolved
Initial Consumer Rebuttal /* (2000, 7, 2015/06/30) */
(The consumer
indicated he/she ACCEPTED the response from the business.)
Complaint: ***
I am rejecting this response because:I contacted him and he said the corporate office has to release it
Sincerely,
Jeffrey ***
"We adamantly deny the statements made by Mr***Not only has
the General Manager never personally met Mr***, he currently has access to the resident portal to make rental payments, as agreed and consistent with our business practices We normally reactivate Resident Portal access when renewal is effective but we made an exception and reactivated it for this resident sooner than normal."
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meAs long as I receive compensation for the grill, I am fine, my insurance took care of the car at no charge.
Sincerely,
*** ***
We dispute Mr*** recitation of the facts and his overall characterization of the events that occurred surrounding his move out. Consistent with local law, we gave Mr*** the option of being present for a pre-move out inspection. He initially declinedIt was only after we
convinced him to have one done, did he agree. However, per his signed election, he indicated that he did not wish to be present during that inspection. As such, we went ahead did the inspection on the date that we provided him. It was only after he vacated and returned possession of the apartment did he request that he be present during an inspection, which defeats the purposes of a “pre-move out inspection.” Since he had already vacated, we declined his request that another inspection be completed We have provided Mr*** with all of the photos and evidence of the damage that he left in the apartment, along with the evidence of our costs to make repairs. We are confident that the charges that were assessed against his security deposit are valid and well substantiated. Nevertheless, as a customer service gesture, we have already agreed to reduce the painting charges in half. He agreed to pay the balance of $101.92, last time we spoke. We see no reason to waive any additional charges. Thank you
Complaint: ***
I am rejecting this response because:
*** was out of line threatening to plaster pictures all over a Revdex.com complaintI was already entitled to a refundHowever, the lack of accountability, lack of business ethics, and poor customer is accurate.
Sincerely,
*** ***