Initial Business Response /* (1000, 5, 2015/08/10) */
Contact Name and Title:[redacted]-Digital Reputation
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@eqr.com
Regional Manager is in direct contact with the resident to verify details.
Initial Consumer Rebuttal /* (3000, 12, 2015/08/26) */
The...
business has not resolved my complaint. Please contact me immediately. XXX-XXX-XXXX
Final Consumer Response /* (4200, 21, 2015/09/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes, but by signing the form we will be releasing equity residential of liability. We are not getting the full credit we deserve.
Final Business Response /* (4000, 23, 2015/10/01) */
Contact Name and Title:[redacted]-Digital Reputation
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@eqr.com
Our manager [redacted] B. has explained to [redacted] that she is not eligible for our Service Guarantee and; therefore, she will not receive a 10 day rent credit. A 2 day credit was offered as an act of customer service. In reference to the Acknowledgement and Release form, it is our standard form that we require the applicable residents to sign prior to a credit being applied to their account. No further offer will be made to her and her roommate regarding this matter. Should the residents wish to accept the concession for the 2 day rent credit then both residents will need sign the Acknowledgment and Release form and return it to our leasing office by October 5, 2015.
Complaint: [redacted]
I am rejecting this response because: Again, I have already done this twice with no response back. This is why I submitted a complaint to the Revdex.com in the first place.
Sincerely,
[redacted]
Thank you for your inquiry. As you are aware, this matter has been resolved. You contacted the community on January 23, 2017. On January 25, 2017, we agreed to waive $374.20. This has been communicated you. Your balance is currently $356.81. Please promptly submit payment to update your account....
This resident did contact the community team and we reviewed all the details. Even though the Resident Portal is busy at the end of the month, it does record every attempt. This resident logged on 06/10/2016 and then not again till 07/04/2016.
Thank you for your inquiry. Unfortunately, we do not have any record of having received a reasonable accommodation request. However, while the early termination fee was communicated to you, an administrative error was made in regards to the written documentation you received with the total amount...
owed. Therefore, we will waive the early termination charges assessed to your account. We will update your account, provide you with a new statement and notify our collection agency to remove any negative reference from your credit report. We apologize for any inconvenience this may have caused.
To Whom It May Concern,On October 5th, Ms. [redacted] sent an email through our resident relations link that was, in turn, sent to the community manager to respond. Ms. [redacted] is disputing the late fees that are being charged as a result of not submitting payment when due on the 1st....
We do allow a grace period until the 3rd. However, in-person payments must be received by the close of business on or before this date. This requirement is clearly defined in Ms.[redacted]’s lease. Though she stated that she has never been late before, it is a result of multiple late payments that Ms. [redacted] must now make her payments in person with certified funds. Ms. [redacted] slid the check under the back door of the office after 9:00 am on October 4 and after the office had already opened.This explanation was provided to Ms. [redacted]. She was not satisfied with this response and sent a second email to our resident relations link. Upon receipt of the second email, [redacted], Regional Manager from our corporate office responded to Ms. [redacted] reiterating our policy concerning payment and late fees.In previous instances, Equity Residential and the staff of [redacted] Square have discussed our late fee policies with Ms. [redacted] and have credited over $100 in late fees in good faith to Ms. [redacted]’s account. In fact, Ms. [redacted]has paid her rent late 7 out of 11 months she has been a resident of [redacted] Square.Ms. [redacted] was charged a late fee consistent with the terms of her lease.
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]-[redacted]
We have reviewed your the [redacted] file for apartment ** with move in dates of 1/15/10 - 8/7/10, as well as their second apartment, which was a transfer mid lease to apartment [redacted] on 8/7/10. Upon moving to apartment [redacted] a new lease started from 8/1/10-8/6/11. We see that the [redacted] reported...
some issues tied to the smell of smoke in their first apartment. As they indicated, they were permitted to transfer without having to the pay the required fee as a customer service gesture. However, with respect to their early termination of the second lease, there is no evidence that an agreement was made to release them from their lease obligations. As a result, they were charged for rent until the apartment was re-occupied, consistent with the lease agreement. They were charged the remainder of December, all of January rent and pro-rated amount of through the new move-in of February 19th. Additionally, they were charged for damages to the apartment in the amount of $185.After applying the deposit to the charges, the balance due is $1977.81. We have not found anything to support the fact that there was any issue in the [redacted] second apartment or any basis under which we would be required to release them from their lease obligations. That said, as customer service gesture, and in an effort to resolve this matter fully and finally, we would be willing to accept $1280 . Upon receipt of payment, we will remove the balance from Collections.
Initial Business Response /* (1000, 5, 2015/07/02) */
Contact Name and Title: Matt-Digital Reputation
Contact Phone: [redacted]
Contact Email: [redacted]
Resident has been contacted and this issue has been addressed.
Please formally submit your concern and wish to speak with upper management by completing this resident relations form: http://upload.equityapartments.com/
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]
Complaint: [redacted]
I am rejecting this response because: my identity was stolen and I even proved this with the management team and others. I was told my several staff comments about my race and sexuality was the basis for keeping it blocked either way. I have made my payments on time every month since I moved in. This is discrimination.
Sincerely,
[redacted]
Initial Business Response /* (1000, 10, 2015/06/24) */
Contact Name and Title: [redacted]-Digital Reputation
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@eqr.com
[redacted] End did experience 2 leaks in their unit during their tenancy. The first was a sprinkler line, the leak was in the living room. ...
The second was a fire sprinkler, located in the master bedroom. The delay was a result of the resident calling the office line after hours vs. the on-call emergency line. The repair was made that same night and the completion of the drywall and repairs were done within 3 days. In both incidents, no personal belongings were damaged nor was their apartment uninhabitable. Her lease term expires 11-1-15. We do not terminate contractual obligations based on "what if" scenarios. She was informed of the lease break options available to her.
Initial Consumer Rebuttal /* (3000, 12, 2015/06/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response, because when I signed the leasing agreement there was no mention about possible leaks in the apartment even though the roof has a lot of marks of previous repairs. I concern for future leaks, but my biggest concern is about the two previous leaks, where my daughter got wet, no material stuff were damaged, but she is most important to me. Besides this,there are more reasons to me to break the contract with no penalty:
* I have reported mold in this appartment, the office already cleaned the affected area, this is a health issue for my daughter´s allergy, wich is getting worse since we live in this appartments.
*Safty issue: the gates in the community are open all day long, allowing the entrance for all kind of people, one night, the garage near mine was opened and stolen.
*People around my apartment burns marihuana, and this smells everywhere.
It´s not fair payng penalty when all these matters are not my fault.
Final Business Response /* (4000, 14, 2015/07/08) */
Contact Name and Title: [redacted]-Digital Reputation
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@eqr.com
Thank you for allowing us the opportunity to address this matter. While we understand [redacted]'s concern, we are unable to guaranty that maintenance concerns will not occur during her stay with us here at [redacted] However, just as we have done in the past, should any concerns arise, they will be addressed in a timely manner. With regards to [redacted]'s statement regarding prior leaks, looking back at our records through 2006 we have not had any roof leaks in this apartment, but did have an A/C leak in 2008.
With this said, our position regarding this matter has not changed. However, if [redacted] and [redacted] would like to terminate their lease prior to it's end date, they may either choose to pay a settlement amount which is currently equal to 1.5 times their rental rate or they may choose to continue being rent responsible until another party takes possession of the residence. Should the residents wish to exercise one of these options, they will need to contact the community's leasing office for full details and completion of any necessary paperwork.
Should the residents have further questions, they can contact the leasing office.
Mr. ** completed an application at The [redacted] to be added as a roommate to an existing apartment. All of our apartments here at the [redacted] are already pre-wired with an alarm system. We require all of our residents to pay a monthly monitoring fee, which is included in the lease...
agreement. This fee was disclosed to Mr. ** at the time of application.We have verified that the alarm company is licensed and have provided the phone number of the alarm company to Mr. ** so that he could reach out to them directly with any questions.We see no legal basis in which we would be required to refund Mr. ** the application fee.Thank you.
Initial Business Response /* (1000, 5, 2015/06/17) */
Contact Name and Title: [redacted]-Digital Reputation
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@eqr.com
"We have taken Ms. [redacted]'s complaints seriously and investigated her claim that her neighbor is smoking a controlled substance that is...
causing her and her daughter to be sick; however, we have not been able to substantiate her allegations. In addition, Ms. [redacted] has not evidenced her claim that she and her daughter were ill due to a condition in the apartment. However, since Ms. [redacted] has indicated how unhappy she is living at the community, as a courtesy, we have offered her the opportunity to vacate the Premises by July 31, 2015, without penalty. We believe this should resolve the matter for Ms. [redacted]."
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 lease. We charge an amenity fee at move in, including when a resident transfers. Our agreement was to waive the transfer settlement amount, not the amenity fee. As a gesture of good faith, we have agreed to waive $100 of the $500 amenity fee.
Dear Amber [redacted], Thank you for taking the time to reach out regarding your car being towed at [redacted] Apartments. We have reviewed the details of your tow from the [redacted] and found that your car was towed from a red zone and in accordance with California state law. While we hope...
to never tow cars from our communities, it is standard practice to tow from any curb since the red curbs are for emergency personnel only. We feel that your tow was valid. Having said that, in an effort of good faith, we would be willing to reimburse you the amount you paid to retrieve your vehicle. We will credit your account and include this amount in your final statement. We do appreciate your time here with us and we look forward to assisting you with any future questions and or concerns that you may have.
(The consumer indicated he/she ACCEPTED the response from the business.)
Upper level management was much more receptive to my issues and was able to get this resolved quickly.
Ms. [redacted] carpet was professionally cleaned prior to moving in and was listed on her move-in inspection form as “new” condition, to which Ms. [redacted] signed off on. At no point in time did Ms. [redacted] indicate that there was an issue with her carpet after moving in. Upon conducting a pre-move-out...
inspection, it was noted that a pet scan was necessary. At move out, a carpet cleaning vendor was called to quote and advise if carpet cleaning was possible. Due to excess pet urine and bleach stains, a full replacement was recommended. Additionally, we have notes and a photo documenting the damage to the microwave frame taken the same day Ms. [redacted] moved out. This information was promptly sent to Ms. [redacted].Ms. [redacted] was treated the same way as any other resident, in a professional and courteous manner.The damages were charged to Ms. [redacted]’s account consistent with her lease agreement.
Initial Business Response /* (1000, 5, 2015/08/10) */
Contact Name and Title:[redacted]-Digital Reputation
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@eqr.com
Regional Manager is in direct contact with the resident to verify details.
Initial Consumer Rebuttal /* (3000, 12, 2015/08/26) */
The...
business has not resolved my complaint. Please contact me immediately. XXX-XXX-XXXX
Final Consumer Response /* (4200, 21, 2015/09/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes, but by signing the form we will be releasing equity residential of liability. We are not getting the full credit we deserve.
Final Business Response /* (4000, 23, 2015/10/01) */
Contact Name and Title:[redacted]-Digital Reputation
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@eqr.com
Our manager [redacted] B. has explained to [redacted] that she is not eligible for our Service Guarantee and; therefore, she will not receive a 10 day rent credit. A 2 day credit was offered as an act of customer service. In reference to the Acknowledgement and Release form, it is our standard form that we require the applicable residents to sign prior to a credit being applied to their account. No further offer will be made to her and her roommate regarding this matter. Should the residents wish to accept the concession for the 2 day rent credit then both residents will need sign the Acknowledgment and Release form and return it to our leasing office by October 5, 2015.
Complaint: [redacted]
I am rejecting this response because: Again, I have already done this twice with no response back. This is why I submitted a complaint to the Revdex.com in the first place.
Sincerely,
[redacted]
Thank you for your inquiry. As you are aware, this matter has been resolved. You contacted the community on January 23, 2017. On January 25, 2017, we agreed to waive $374.20. This has been communicated you. Your balance is currently $356.81. Please promptly submit payment to update your account....
Thank you.
This resident did contact the community team and we reviewed all the details. Even though the Resident Portal is busy at the end of the month, it does record every attempt. This resident logged on 06/10/2016 and then not again till 07/04/2016.
Thank you for your inquiry. Unfortunately, we do not have any record of having received a reasonable accommodation request. However, while the early termination fee was communicated to you, an administrative error was made in regards to the written documentation you received with the total amount...
owed. Therefore, we will waive the early termination charges assessed to your account. We will update your account, provide you with a new statement and notify our collection agency to remove any negative reference from your credit report. We apologize for any inconvenience this may have caused.
To Whom It May Concern,On October 5th, Ms. [redacted] sent an email through our resident relations link that was, in turn, sent to the community manager to respond. Ms. [redacted] is disputing the late fees that are being charged as a result of not submitting payment when due on the 1st....
We do allow a grace period until the 3rd. However, in-person payments must be received by the close of business on or before this date. This requirement is clearly defined in Ms.[redacted]’s lease. Though she stated that she has never been late before, it is a result of multiple late payments that Ms. [redacted] must now make her payments in person with certified funds. Ms. [redacted] slid the check under the back door of the office after 9:00 am on October 4 and after the office had already opened.This explanation was provided to Ms. [redacted]. She was not satisfied with this response and sent a second email to our resident relations link. Upon receipt of the second email, [redacted], Regional Manager from our corporate office responded to Ms. [redacted] reiterating our policy concerning payment and late fees.In previous instances, Equity Residential and the staff of [redacted] Square have discussed our late fee policies with Ms. [redacted] and have credited over $100 in late fees in good faith to Ms. [redacted]’s account. In fact, Ms. [redacted]has paid her rent late 7 out of 11 months she has been a resident of [redacted] Square.Ms. [redacted] was charged a late fee consistent with the terms of her lease.
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]-[redacted]
We have reviewed your the [redacted] file for apartment ** with move in dates of 1/15/10 - 8/7/10, as well as their second apartment, which was a transfer mid lease to apartment [redacted] on 8/7/10. Upon moving to apartment [redacted] a new lease started from 8/1/10-8/6/11. We see that the [redacted] reported...
some issues tied to the smell of smoke in their first apartment. As they indicated, they were permitted to transfer without having to the pay the required fee as a customer service gesture. However, with respect to their early termination of the second lease, there is no evidence that an agreement was made to release them from their lease obligations. As a result, they were charged for rent until the apartment was re-occupied, consistent with the lease agreement. They were charged the remainder of December, all of January rent and pro-rated amount of through the new move-in of February 19th. Additionally, they were charged for damages to the apartment in the amount of $185.After applying the deposit to the charges, the balance due is $1977.81. We have not found anything to support the fact that there was any issue in the [redacted] second apartment or any basis under which we would be required to release them from their lease obligations. That said, as customer service gesture, and in an effort to resolve this matter fully and finally, we would be willing to accept $1280 . Upon receipt of payment, we will remove the balance from Collections.
Initial Business Response /* (1000, 5, 2015/07/02) */
Contact Name and Title: Matt-Digital Reputation
Contact Phone: [redacted]
Contact Email: [redacted]
Resident has been contacted and this issue has been addressed.
Please formally submit your concern and wish to speak with upper management by completing this resident relations form: http://upload.equityapartments.com/
Community manager is in process of addressing this and can be reached directly at [redacted]@eqr.com.
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]
Complaint: [redacted]
I am rejecting this response because: my identity was stolen and I even proved this with the management team and others. I was told my several staff comments about my race and sexuality was the basis for keeping it blocked either way. I have made my payments on time every month since I moved in. This is discrimination.
Sincerely,
[redacted]
Initial Business Response /* (1000, 10, 2015/06/24) */
Contact Name and Title: [redacted]-Digital Reputation
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@eqr.com
[redacted] End did experience 2 leaks in their unit during their tenancy. The first was a sprinkler line, the leak was in the living room. ...
The second was a fire sprinkler, located in the master bedroom. The delay was a result of the resident calling the office line after hours vs. the on-call emergency line. The repair was made that same night and the completion of the drywall and repairs were done within 3 days. In both incidents, no personal belongings were damaged nor was their apartment uninhabitable. Her lease term expires 11-1-15. We do not terminate contractual obligations based on "what if" scenarios. She was informed of the lease break options available to her.
Initial Consumer Rebuttal /* (3000, 12, 2015/06/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response, because when I signed the leasing agreement there was no mention about possible leaks in the apartment even though the roof has a lot of marks of previous repairs. I concern for future leaks, but my biggest concern is about the two previous leaks, where my daughter got wet, no material stuff were damaged, but she is most important to me. Besides this,there are more reasons to me to break the contract with no penalty:
* I have reported mold in this appartment, the office already cleaned the affected area, this is a health issue for my daughter´s allergy, wich is getting worse since we live in this appartments.
*Safty issue: the gates in the community are open all day long, allowing the entrance for all kind of people, one night, the garage near mine was opened and stolen.
*People around my apartment burns marihuana, and this smells everywhere.
It´s not fair payng penalty when all these matters are not my fault.
Final Business Response /* (4000, 14, 2015/07/08) */
Contact Name and Title: [redacted]-Digital Reputation
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@eqr.com
Thank you for allowing us the opportunity to address this matter. While we understand [redacted]'s concern, we are unable to guaranty that maintenance concerns will not occur during her stay with us here at [redacted] However, just as we have done in the past, should any concerns arise, they will be addressed in a timely manner. With regards to [redacted]'s statement regarding prior leaks, looking back at our records through 2006 we have not had any roof leaks in this apartment, but did have an A/C leak in 2008.
With this said, our position regarding this matter has not changed. However, if [redacted] and [redacted] would like to terminate their lease prior to it's end date, they may either choose to pay a settlement amount which is currently equal to 1.5 times their rental rate or they may choose to continue being rent responsible until another party takes possession of the residence. Should the residents wish to exercise one of these options, they will need to contact the community's leasing office for full details and completion of any necessary paperwork.
Should the residents have further questions, they can contact the leasing office.
Mr. ** completed an application at The [redacted] to be added as a roommate to an existing apartment. All of our apartments here at the [redacted] are already pre-wired with an alarm system. We require all of our residents to pay a monthly monitoring fee, which is included in the lease...
agreement. This fee was disclosed to Mr. ** at the time of application.We have verified that the alarm company is licensed and have provided the phone number of the alarm company to Mr. ** so that he could reach out to them directly with any questions.We see no legal basis in which we would be required to refund Mr. ** the application fee.Thank you.
Initial Business Response /* (1000, 5, 2015/06/17) */
Contact Name and Title: [redacted]-Digital Reputation
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@eqr.com
"We have taken Ms. [redacted]'s complaints seriously and investigated her claim that her neighbor is smoking a controlled substance that is...
causing her and her daughter to be sick; however, we have not been able to substantiate her allegations. In addition, Ms. [redacted] has not evidenced her claim that she and her daughter were ill due to a condition in the apartment. However, since Ms. [redacted] has indicated how unhappy she is living at the community, as a courtesy, we have offered her the opportunity to vacate the Premises by July 31, 2015, without penalty. We believe this should resolve the matter for Ms. [redacted]."
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 lease. We charge an amenity fee at move in, including when a resident transfers. Our agreement was to waive the transfer settlement amount, not the amenity fee. As a gesture of good faith, we have agreed to waive $100 of the $500 amenity fee.
Dear Amber [redacted], Thank you for taking the time to reach out regarding your car being towed at [redacted] Apartments. We have reviewed the details of your tow from the [redacted] and found that your car was towed from a red zone and in accordance with California state law. While we hope...
to never tow cars from our communities, it is standard practice to tow from any curb since the red curbs are for emergency personnel only. We feel that your tow was valid. Having said that, in an effort of good faith, we would be willing to reimburse you the amount you paid to retrieve your vehicle. We will credit your account and include this amount in your final statement. We do appreciate your time here with us and we look forward to assisting you with any future questions and or concerns that you may have.
(The consumer indicated he/she ACCEPTED the response from the business.)
Upper level management was much more receptive to my issues and was able to get this resolved quickly.
Ms. [redacted] carpet was professionally cleaned prior to moving in and was listed on her move-in inspection form as “new” condition, to which Ms. [redacted] signed off on. At no point in time did Ms. [redacted] indicate that there was an issue with her carpet after moving in. Upon conducting a pre-move-out...
inspection, it was noted that a pet scan was necessary. At move out, a carpet cleaning vendor was called to quote and advise if carpet cleaning was possible. Due to excess pet urine and bleach stains, a full replacement was recommended. Additionally, we have notes and a photo documenting the damage to the microwave frame taken the same day Ms. [redacted] moved out. This information was promptly sent to Ms. [redacted].Ms. [redacted] was treated the same way as any other resident, in a professional and courteous manner.The damages were charged to Ms. [redacted]’s account consistent with her lease agreement.