Mills Properties

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]

Based on our research, this resident signed a lease for August 23, 2013 to August 22, 2014. The current property manager is not the same one as in 2013 and there are no memos in the resident’s past account related to this complaint. The documents we were able to find are her lease and her ledger....

The ledger and related early termination form show that notice was given on 10/2/2013 for early move-out of 11/2/2013. She was charged an early termination fee and utility billing up until 11/2/2013. We reached out to our collections company and were informed the file was sent to them in the amount of $881.27. [redacted] works to reach out to residents before actually sending them to collections. Per their response to us, they were able to contact Ms. [redacted], who provided them with payment. They stated that as of 11/21/14 this account was paid in full. Additionally, in their response, they stated “We do not currently show this hitting her credit, as it was requested to be deleted previously.” However, they re-submitted a manual request to have it removed today (11/17/16) to be sure.

Initial Business Response /* (1000, 5, 2015/05/21) */
Contact Name and Title: [redacted], Property Mgr.
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@millsproperties.net
[redacted] moved into XXXXX [redacted] A on 10/21/2011. The carpet at this location was...

replaced on 10/7/2011. On 12/27/2013 Ms. [redacted] was contacted by [redacted] regarding the presence of two pit bulls at this apartment. Ms. [redacted] denied that she had a pet but that she does watch a dog occasionally. She was reminded by Mr. Shymanski that we were unable to allow that in the apartment homes. On 2/18/2015 [redacted] and [redacted] witnessed a pit bull outside of XXXXX [redacted] Drive. The dog was not on a leash and it was pooping. We stopped our vehicle and I got out to speak with male that was standing in the doorway to the entrance of the building. I advised him that he needed to have the dog on a leash at all times that this was an ordinance of Maryland Heights and that it was a violation of the lease agreement no to not pick up the waste after your pet. I also discussed that the dog was a restricted breed and was not allowed on property. At first, the gentleman refused to provide me an apartment number in which he lived and then indicated he lived in unit B. He also refused to pick up after the pet. Upon returning to the office, [redacted], Property Manager, discovered that Unit A had a previous violation for having a pit bull. I proceeded to call the occupant of apt A, Ms. [redacted], and was informed that we had been rude to her fiancée. Since the apartment was already on notice and scheduled to vacate on 3/8/2015 we did not pursue the dog occupying the unit. Ms. [redacted] did contact the Mills Corporate office the next day, 2/19/15 and left a message to speak to [redacted] Senior Regional Manager. Prior to calling her back, Ms. Schuette called [redacted] for details of the meeting and asked for details of the file. Further verification of this phone call can be provided by [redacted] Senior Regional Manager for [redacted] at [redacted], Mo XXX-XXX-XXXX.
Upon vacating Ms. [redacted] did a walk-thru by Rease Kraml. Carpet evaluations are completed upon vacating. The carpet was recommended for replacement by GreenLife carpet cleaning due to heavy staining throughout partly caused by urine damage. The carpet replacement was handled by Carpet Specialists, at any time a resident may get a copy of the third party evaluation of damage and a copy of the bill indicating said replacement. Ms. [redacted] was only charged for the loss of life on the carpet replacement. Carpet is figured to have a 60 month life. $891.83 /60 months = $14.86 per month. $14.86 x 20 months = $297.20.
Bennington Heights did not call Ms. [redacted] as indicated in the complaint. However, it possibly could have been Consumer Collection Management. On 4/24/2015 Ms. [redacted] did call me and request a conversation concerning the breakdown of the charges owed. She said she had her security entrance card which I said I would remove the $25 charge if she turned it in. On 4/27/15 the card was returned and CCM was notified of the credit less $8.98 electric charge for service while still occupying the unit. Additionally, if a resident does not provide us with a forwarding address, his/her finally accounting statement will be mailed to the last known address. No forwarding address was noted in Ms. [redacted]'s notice to vacate. On this same date of 4/27/15, Ms. [redacted] did provide a forwarding address to [redacted] which in turn Ms. [redacted] provided to CCM for their records. This is documented via email in the residents file.
This office believes the charges to be fair and accurate. Ms. [redacted] had a restricted breed dog documented back to 12/27/13 for which she did not pay pet rent or deposits. The total pet charges that remain unpaid are $580 which far exceeds the $305.48 that is currently disputed.

Initial Business Response /* (1000, 5, 2015/06/12) */
Contact Name and Title: [redacted] Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@millsproperties.net
June 12, 2015
To whom it may concern:
The perspective resident signed a 6 month lease agreement from August...

16, 2014 to February 22, 2015 at a rental rate of $699.00 per month. We received a notice from the perspective resident to vacate the premises on or before February 22, 2015. Upon receipt of the notice to vacate, we delivered a confirmation letter to the perspective resident. The confirmation letter states that the amount given is only an estimate and final moving cost may vary.
The perspective resident decided to vacate the premises on December 10, 2014. Although the perspective resident vacated early, he was responsible for rent and utilities through the end of the lease agreement. The perspective resident was given a move out total of $1,340.56 which satisfied his balance at that point in time. This amount did not account for final utility cost and damages. Since the perspective residents original lease end date was February 22, 2015, his apartment was held and not rented until the lease officially terminated. Had we processed the move out at the time the perspective resident turned in the keys, he would have owed an additional $1,500 in termination fees.
Our records indicate the vinyl floor was installed on August 13, 2014 by [redacted] Company. The total cost for installation was $500.95. Since the flooring was brand new when the perspective resident moved in, he was/is responsible for any damage that occurred during his stay. The normal life for vinyl flooring is 5 years. The cost was prorated at 54 months, which represents the remaining life of the floor. Photos attached.

The resident called emergency maintenance on the date of the occurrence and they apologized to her. The regional manager also listened to her at length and apologized. The maintenance technician is able to read work orders; this was a one-time mistake that was verbally given to him and he is aware of it as is the entire team, as well as the resident's locks being changed, and as previously clarified, the key he had could not unlock her apartment as it was for vacant units. There have been no other instances of this occurrence by him nor has any of our staff suggested that. Due to the verbal and physically abusive behavior the resident has exhibited when the office associates and regional manager have tried listening to her statements, as well as when the police arrived on the day of the occurrence, as well as when trying to change her lock as she requested, we do not feel there is anything more we can do to resolve this matter. If the resident does not feel she is able to reside in the community any longer, the community is happy to discuss lease termination options with her.

The community property manager and corporate regional manager have both called this resident at the phone number provided and left messages with their contact information. The customer has not answered or called back. Unfortunately, at this time, we feel there is nothing else we can do to resolve this customer complaint. We cannot give the customer the original information she was requesting due to fair housing and privacy regulations and we cannot find out what else the customer may want/need as we cannot get in contact with her. Thank you.

Complaint: [redacted]
I am rejecting this response because: I have not received a phone call. Also, the organization is just poorly organized not to mention lacks customer service. The Mills company conducts business by channeling emotions instead of focusing of the needs of the customer. The way I was treated was unprofessional and uncalled for. I would encourage the staff to review the customer  feedback listed online that very much supports my statement. This company treats customers horribly and has no real interest in servicing their residents. 
Sincerely,
[redacted]

Initial Business Response /* (1000, 6, 2015/05/18) */
Contact Name and Title: [redacted] Property Mgr.
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@millsproperties.net
[redacted] has lived at [redacted] since 11/4/2011 as a valued resident. In March of 2015 Ms....

[redacted] worked with [redacted] our Resident Manager to move to a renovated townhome at [redacted]. Ms. [redacted] then expressed interest in transferring to a different two bedroom on site that was not fully renovated as price point was important to her. The Property Manager, [redacted], offered to walk her current apartment and do any reasonable improvements. Ms. [redacted] declined and then contacted Basel Isa, [redacted] Leasing Consultant, to transfer to a two bedroom garden apartment. Ms. [redacted] came by April 10th to view available two bedroom apartments. On that day, she was shown [redacted]. She liked it so much that she declined to see other units that we had available to show her. Ms. [redacted] then chose to transfer to [redacted] on 4/17/2015. Once the final walk-thru of her current unit was completed, [redacted] called Ms. [redacted] to offer her the opportunity to return to the apartment and address the cleaning and trash removal in an effort to eliminate potential charges. The pictures are attached that show the amount of appliance cleaning, furniture removal and trash debris that were left behind when she surrendered her original apartment home back to us. Ms. [redacted] indicated that she would take care of the cleaning and removal herself and we agreed to allow her this time without charging occupancy rent. At the follow up inspection, that was completed by [redacted], some of the items were addressed but there was still debris in the apartment as well as appliance cleaning and bathroom cleaning still remained incomplete. Ms. [redacted], her fiancée, our Maintenance Supervisor, [redacted] and the Property Manager, [redacted] met at the apartment with Ms. [redacted] to point out specifics in order to further eliminate charges. Ms. [redacted] was again given access to the apartment to take care of cleaning of the appliances and bathroom. We also took the opportunity to discuss the return of the front door lock that she had replaced without managements permission. We agreed upon return of the original lock that this fee would also be removed. As of this date, Ms. [redacted] has not returned the lock. The two opportunities provided to Ms. [redacted] greatly reduced the potential charges that would have applied. The final result was a $25 oven cleaning charge and $50 lock replacement charge. Ms. [redacted] did request that the lock that she left behind on the door be returned to her, of which we did at her request. During the down time that we were allowing Ms. [redacted] the opportunity to correct the charges, we lost revenue from not being allowed to access the property to make it ready for the new resident. As you can see from the move out photos from Ms. [redacted]'s original apartment, the team took extra time and effort to save Ms. [redacted] applicable damage charges by allowing her several trips back in to remove or clean the appropriate items.
In regards to the homeless person that is sleeping on [redacted] Height's property, we have turned the matter over to the Maryland [redacted] Police Department and our last communication was that the person in question has been in the custody of the police department and been sentence to 30 days in jail.

We apologize for any confusion with the transfer. When the resident came to transfer to her new unit, she did not have renter’s insurance for the new unit, which is required at all Mills properties. She also did not have electric or gas service transferred into her name. The property manager reached...

out to her to explain that these items were needed and she said she would have them by the end of the day to sign her new lease paperwork to move in. The resident came in January 9th with all items completed and was able to sign her lease paperwork and move into her new apartment.

Unfortunately, this resident has received multiple complaints of abusive verbal behavior from other residents as well as aggressive verbal behavior towards on-site associates. Due to these complaints and this behavior, the property manager sent him a non-renewal letter on his last lease term. Due to...

needing time to find a new apartment, he was given a grace period of a 3 month lease term to find a new place to live upon his request. This manager is no longer with the company and this time period has ended and while we apologize for the confusion with the new staff sending him a renewal letter, it was corrected and the non-renewal letter was sent afterwards. The resident has been aware of his non-renewal since he first received it his last lease term in 2017 and was aware his grace period was to find a new place. He has continued to try to extend this period, but has been given ample time to find a new place to live. This grace period will no longer be extended and the resident will need to vacate his apartment on the date his lease term ends on April 9, 2018.

This customer called Pavilion requesting information about a previous resident, not having been a resident herself. This is against our policy and also illegal. Our property representative tried to explain this to the customer as well as asked her to have the actual former lease holder call to...

request the information, however, the customer was not happy with this response. We apologize if the customer felt this was rude, however, we are unable to complete this request. A representative from our corporate office has reached out to this customer to try to further explain and apologize for any confusion in this matter.

The resident's ledger is attached. The property manager sat down with Mr. [redacted] and went over his entire ledger from move-in day and compared payment receipts to ledger. There was no over payment of $15 made, as shown on ledger. The ledger shows the $65 credit given and the payment he made after to get him to a zero balance. The property manager has tried to reach out to him again but he has not responded.

Complaint: [redacted]
I am rejecting this response because: The maintenance staff member entered my apartment and The door to my apartment was not unlocked . My boyfriend asked the guy why he was there and the guy responded “i was picking up trash” after asking what trash the guy left my apartment and ran out of the building. This conversation was never mentioned in his interview. The trash the guy was supposed to pick up was outside no where near my apartment and a few days later was still there. The property manager did an investigation also and she reported back to me and said the maintenance guy told her that A man had opened the doorfor him.  He told her he struggled with the door and realized the key did not work, then also realized the door was open , and that is when a man opened the door for him. Still no mention of the conversation about him “getting trash” Witch is not true and is also a totally different story than the one submitted. The guy did not struggle with the door he came right in!The regional manager also changed my story and didn’t reference my police report to make sure she had the story straight. She said this was all a human mistake but if so why didn’t the guy report the incident. And why haven’t management given me something in writing about this incident I was never .apologized to I was never listen to and was lied on and told everything thing I had reported was a lie and I was not easy to deal with so the situation is over!   I had a staff member call me because he found one of my complaints in the printer. After telling him about the situation and he told me the same maintenance guy did this to his wife he was from another country and he didn’t not know what this guy does thi. after the regional managers interview his story was completely changed, and my story was disregarded and The regional manger told me I lied about what the guy had told me she even lied about what I had told her. She did not have my exact words so how could she conduct a proper investigation?Manager didn’t even want to give me their bosses number but with some patience I still found the through other avenues. These people are trying to cover something up and it is not safe. If this guy has so much language difficulties and obviously can’t read a work order he should not have a job where he only has to read work orders. This was no mistakes this was a burglary. Also a violation of my 4th amendment rights .
Sincerely,
[redacted]

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]