The Pointe at S I U

Initial Business Response / [redacted] (1000, 6, 2015/07/08) */ She was not without a washer and dryer for monthsWe did have to order a part and offered to use a washer and dryer in the next building while this one was being repairedShe refused to that and said she would go to a laundermatOur maintenance man said he was sorry and offered to give her $for the laundermat and she refusedWithin a week of her reporting the washer and dryer we moved them into our display and exchanged the washer and dryer with working machinesWe had also offered to let her use these displays, but she refused Her rent is $a month and she is late many timesWhen a tenant is late there are late fees which I have removed $of her late fees We did not lose her checkShe gave us a check with no names, address or phone number on it so we did not know who the check was fromThis check was for $not the $We do not accept partial payments for rentSometimes special arrangements are made, but ahead of time with the tenantShe has not made those arrangements with us I gave her a copy of her lease which states the sub lease informationI waived the sub leave of $for herShe was telling me she wanted to cancel her lease so I did add a line about the sub lease feeAlso if she was going to cancel there would be a fee of $for the to year I have never hung up on her, but she has hung up on meIn fact she has called here many times and when I answer the phone she hangs upWe have caller ID so I know who is calling She is wanting a $credit for inconvenience for the washer and dryerI will not be giving this to her as she was not inconvenienced as we offered to let her use other machines and the machines were replaced within week [redacted]

When a prospect comes in for a tour and asks for a copy of the lease to take home to parents or to go over with their lawyer, we do not deny this rightWe inform them it will be blank with no name, amounts or dates because these things could change, but that the information is the sameWe have had many residents take copies of leases home and return to sign the actual lease at a later dateThis particular resident did not ask for a copy to take home before signing, nor did her potential roommateCopy requests were made after the lease was signed, and those requests were fulfilled.Because Carbondale is a college town, pre-leasing is an important factor for businesses and residents to work together to secure and fund housingThis resident signed her lease knowing the rules, regulations, and addendums since the Executive Director went over the lease with her and her roommateWe must hold her to the lease just as we do all other residents who pre-lease.Subleasing is the only option we offer at The Pointe at this timeOur cancellation policy is not in affect yet but all parties on our subleasing/cancellation list will be notified as it becomes a possibility for their cancellationMany residents have found sublets this season and with due diligence, this resident would be able to find one as well.We try to work with residents to find the best option for their particular situations but the residents must also do their own marketing to secure their sublet.We hope this helps resolve any issues and we look forward to working with this resident

Initial Business Response / [redacted] (1000, 6, 2015/07/20) */ This is erroneous, for one thingWe have been working on correcting the issueWhat the issue is; On our property we give a $per person allowance for electricityShe lives in a bedroom apartment so therefore she gets a $allowance Since her and her room mate have been living here they feel their overages are highComparing her overages to others, they do not stand outAmeren did come out and did check the first time and explained they couldn't find anything wrongShe had them come out and check a second time and they never said anything to me but spoke to our maintenance director and said her meter may have been mislabeled and flip flopped with another unit In this consumers case, she has overage fees of about $54-on her accountThis is the last month of her lease and in an effort to collect money I went and took away their free wireless internet as disclaimed in the contractWe do have a computer library that residents are able to use and I informed her once she paid the $I would reactivate her internet account We have called Ameren and requested another inspectionAs soon as Ameren can confirm with us that those meters are mislabeled we can go in and review those overagesI am not just going to turn on her internetShe needs to pay the $and we will credit her any credits due upon investigationWe have been working on this issue but this consumer is sending certified letters saying she will sue us because she had to go to an internet cafe to use internet and pay for thatThat is uncalled for because there is an internet library on campus with free printing

2/12/18 Revdex.com ID *** On January 3rd, 2018, a third floor apartment froze pipes in their unitStaff was working until around 8:pm to stop the flow and planned to revisit all units the next day to repairAt this point in the school year, most residents are not in Carbondale so office staff did not inform the resident of the situation, mostly because we didn’t have a full idea of what had happened or how bad the leak was so I opted to inform the resident the next day, once staff had a better pictureWe were unaware that this resident was still in Carbondale or we would have informed her immediatelyAs Miss *** states, I stand firm that my staff did not take items from her apartmentThere was never any single staff member alone in her apartment, there were actually at least 2, if not 3, staff members together at a timeStaff states they locked the apartment properly before leaving for the eveningMiss *** is correct in saying that property cameras aren’t located in buildings and the ones surrounding the clubhouse wouldn’t see her buildingMiss *** has filed a police report and my staff has cooperated fully with the police in this matterHer bedroom was quite messy before staff entered the apartment that day, which worried staff because they couldn’t ascertain if water had reached the carpetAs stated in our lease, our complex does not indemnify in regard to theft or damages to personal propertyThis clause is why we recommend residents have renter’s insuranceWe do always fully comply with any police requests and have spoken with the officer on the case multiple timesShe believes that my staff and I aren’t taking it seriously but we are and have been since the moment it was filed, fully cooperating with any and all requests from policeStaff continued to enter her apartment until the bulk of the water was removed and repairs completedIn emergencies, staff will enter apartments as much as necessary to complete necessary repairs, without notifying the residentBut we notified the resident, she just didn’t want to complyAfter we notified her about the situation, we discussed that staff would need to reenter the apartment multiple times to complete the projectThis was a three-floor flood and had to be handled, regardless of the resident’s comfortabilityThis resident complained when staff entered the apartment, so we tried to finish work quicklyThat problem played into the fact that her apartment supposedly has badly smelling carpetShe did not allow us to enter her bedroom, just the common area, so we were never able to recheck the condition of her carpetOnce she brought her carpet to my attention on January 30, I immediately scheduled a carpet clean for Friday, February 2, at pm, which was the soonest the company could come outWhen the company came to clean her carpets, the room was not preparedThe cleaners could not access her carpet at all because of her personal items spread all overUnfortunately, we haven’t been able to reschedule this yet because of the season but we are actively reaching out to our carpet cleaners to reschedule this cleanIt is company policy to not give out our owner’s information as I am the Executive Director and handle these types of mattersSince it is getting handled, I see no reason to forward this along to the owner though the owner is aware of the entire situationWe also do not have a corporate numberI think it’s worth noting that this resident had never asked for this informationWe care about all our residents and want everyone to feel safe and comfortableUnfortunately, repairs must be made timely or other issues can ariseWe have a meeting scheduled with this resident’s roommate and have invited Miss *** to this meeting in hopes of resolving this matterWe will not offer any rental credits at the time, pending the meeting scheduled for February 15, We hope to have the issue resolved at that time -*** *** Executive Director

Initial Business Response /* (1000, 6, 2015/07/20) */
This is erroneous, for one thing. We have been working on correcting the issue. What the issue is; On our property we give a $30 per person allowance for electricity. She lives in a 2 bedroom apartment so therefore she gets a $60 allowance....

Since her and her room mate have been living here they feel their overages are high. Comparing her overages to others, they do not stand out. Ameren did come out and did check the first time and explained they couldn't find anything wrong. She had them come out and check a second time and they never said anything to me but spoke to our maintenance director and said her meter may have been mislabeled and flip flopped with another unit.
In this consumers case, she has overage fees of about $54-64 on her account. This is the last month of her lease and in an effort to collect money I went and took away their free wireless internet as disclaimed in the contract. We do have a computer library that residents are able to use and I informed her once she paid the $54 I would reactivate her internet account.
We have called Ameren and requested another inspection. As soon as Ameren can confirm with us that those meters are mislabeled we can go in and review those overages. I am not just going to turn on her internet. She needs to pay the $54 and we will credit her any credits due upon investigation. We have been working on this issue but this consumer is sending certified letters saying she will sue us because she had to go to an internet cafe to use internet and pay for that. That is uncalled for because there is an internet library on campus with free printing.

Initial Business Response /* (1000, 6, 2015/07/08) */
She was not without a washer and dryer for 3 months. We did have to order a part and offered to use a washer and dryer in the next building while this one was being repaired. She refused to that and said she would go to a laundermat. Our...

maintenance man said he was sorry and offered to give her $20 for the laundermat and she refused. Within a week of her reporting the washer and dryer we moved them into our display and exchanged the washer and dryer with working machines. We had also offered to let her use these displays, but she refused.
Her rent is $499 a month and she is late many times. When a tenant is late there are late fees which I have removed $150 of her late fees.
We did not lose her check. She gave us a check with no names, address or phone number on it so we did not know who the check was from. This check was for $366 not the $499. We do not accept partial payments for rent. Sometimes special arrangements are made, but ahead of time with the tenant. She has not made those arrangements with us.
I gave her a copy of her lease which states the sub lease information. I waived the sub leave of $150 for her. She was telling me she wanted to cancel her lease so I did add a line about the sub lease fee. Also if she was going to cancel there would be a fee of $200 for the 2015 to 2016 year.
I have never hung up on her, but she has hung up on me. In fact she has called here many times and when I answer the phone she hangs up. We have caller ID so I know who is calling.
She is wanting a $100 credit for inconvenience for the washer and dryer. I will not be giving this to her as she was not inconvenienced as we offered to let her use other machines and the machines were replaced within 1 week.
[redacted]

When a prospect comes in for a tour and asks for a copy of
the lease to take home to parents or to go over with their lawyer, we do not
deny this right. We inform them it will be blank with no name, amounts or dates
because these things could change, but that the information is the same. We
have...

had many residents take copies of leases home and return to sign the
actual lease at a later date. This particular resident did not ask for a copy
to take home before signing, nor did her potential roommate. Copy requests were
made after the lease was signed, and those requests were fulfilled.Because Carbondale is a college town, pre-leasing is an
important factor for businesses and residents to work together to secure and
fund housing. This resident signed her lease knowing the rules, regulations,
and addendums since the Executive Director went over the lease with her and her
roommate. We must hold her to the lease just as we do all other residents who
pre-lease.Subleasing is the only option we offer at The Pointe at this
time. Our cancellation policy is not in affect yet but all parties on our
subleasing/cancellation list will be notified as it becomes a possibility for
their cancellation. Many residents have found sublets this season and with due
diligence, this resident would be able to find one as well.We try to work with residents to find the best option for
their particular situations but the residents must also do their own marketing
to secure their sublet.We hope this helps resolve any issues and we
look forward to working with this resident