Pillar Communities

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for PILLAR to perform THE APPLICATION FEE REIMBURSEMENT and, if it does, will consider this complaint resolved.Regards,[redacted]

To Whom It May Concern:
In response, we have taken another look and reviewed our files.  Although Ms. [redacted] provided a receipt from what she had done, it did not meet what we needed to do to ensure the next resident could move into the home.  As you will see by our receipt attached from San Tan Carpet Cleaning, we only charged the additional treatment, and not the normal cleaning fee, and that we also noted on our annual inspection log attached, there was a dog present in the home at the time of inspection around the first of March 2016.  Although we feel the billing of the pet treatment charge is defendable and accurate, we are willing as a customer service gesture, to offer to split this cost with Ms. [redacted].  The charge was $130.  We will credit Ms. [redacted]’s account $65.00. If you have any further questions please do not hesitate to contact me. Best of regards, James M[redacted] District Manager

To Whom It May Concern:Thank you for sharing the concerns of [redacted].  We apologize for the confusion this customer has experienced and as requested have refunded his application fees as a courtesy.In regards to Mr. [redacted]’s letter, there was no ill intent when quoting the floor plan...

size.  On each brochure provided, the “total” square footage is listed, in this case 1,211 square feet, but also displays a diagram of the unit which includes patio/deck areas to demonstrate what “total” represents.  In addition, each room has dimensions listed to allow prospects to ensure that their furniture could be accommodated in a certain space.  Listing square footage as a “total” is common practice in the apartment industry as outdoor space is also utilized by the resident of each home.  Our websites pull from a system that only provides livable square footage for each home.  We understand this could have been clarified by the associate, and because that did not occur, as a courtesy we did refund the holding deposit at the time of the error.  In addition, I realize Mr. [redacted] is not charged in his industry for credit checks, in our industry we are required to utilize an outside source to obtain this information and we are charged a fee.  Again, we have refunded his application fees as a courtesy and sincerely apologize for any frustration he or his fiancé experienced.  If there are any additional questions please feel free to contact our office.Thank you,

Re: Complaint # [redacted] – [redacted] To Whom It May Concern: This letter is in response to the complaint [redacted] filed with the Revdex.com regarding San Paulo Apartments. After reviewing our records, we do not show Mr. [redacted] listed on the Guest Card of the person he referred. However, since we...

no longer own or manage San Paulo Apartments and as a customer service gesture, we would be happy to issue Mr. [redacted] a check for $200 for referring a friend to live at the property. We will mail the check directly to his apartment at San Paulo unless we hear otherwise. Again, we apologize for any inconveniences this has caused Mr. [redacted] and hope he continues to refer residents to Pillar Communities. If you have any further comments, questions, or concerns we can be reached at ###-###-####. Sincerely, Melanie P[redacted] President

We discussed the cleanliness of the apartment (including the carpets) with the office manager after signing the RUSHED initial walk through. The office manager provided us two movie tickets to "brush over" the situation of the apartment not being cleaned prior to move in and said she would add that to the already signed walk through. There was no unauthorized pet living in the apartment and absolutely no stains. Please see attachment of the professional carpet cleaning receipt and remove the charge of $128.08. Thank you.

February 24, 2016   Revdex.com 4428 N. 12th Street Phoenix, AZ 85014-4585 Attn: Lyndsey M[redacted]s   Re: Complaint ID#:...

11138830   To Whom It May Concern:   This letter is in response to the complaint Linda T[redacted] filed with the Revdex.com regarding a refund of charges for water, sewer and trash (for 6 days) and the removal of a damaging letter from her file.   Linda T[redacted] submitted her notice to vacate on July 3, 2015 indicating her move out date to be on or before September 6, 2015, which is also the date her lease expired.    Our Utilities Addendum, which was initialed and signed by Linda T[redacted], states in “Additional Provisions”, paragraph 5, the following:   “When Resident moves from the property, Management will generate a Final Bill that estimates utility charges from the end of the last billing cycle to the expected move-out date.  All utility and administrative charges, including the estimated Final Bill, must be paid in full by the move out date.  Resident understands and agrees that any outstanding balance due, if not paid in full by the move-out date, will be deducted from the Resident’s Security Deposit”. Therefore, Linda T[redacted] is responsible for the utility charges up to September 6, 2015, not her actual move out date of August 31.   In reference to Linda T[redacted]’s statement regarding a damaging letter in her file, we have reached out to the community manager asking for a review of the contents of her file.  There were no damaging letters or correspondence found.     If you have any further questions or concerns please contact our office at [redacted]   Best regards,     Melanie P[redacted] President

I will be happy to research this matter, however I will need some additional information.  Please provide the name of the community where this event took place and the name the individual you spoke with.

Best regards,

Customer Service...

Liason

Pillar Communities

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I have extreme water damage to my unit (photos to prove it.) I have health issues as it is and will not live in a unit where the proper steps are not taken remove all water damage (which should take over a week to do.) The risk of hazardous mold has a very high growth potential and the entire unit should have the floors and walls removed, dried, and re-installed. A technician, is not going to complete all the work that needs to be done. I am not willing to put a Band-Aid over this issue and allow small repairs. For my health and future tenants health the entire drying process should be done by a professional. As my personal belongings are in this unit I do not want random technicians at my place while I am away. With this being said The Pillars should pay for my move to another unit while this construction is being done or give me the option to terminate my lease and move as soon as possible.Regards,[redacted]

Attached is our response to complaint #[redacted].

July 30, 2014 Revdex.com[redacted]Attn: [redacted] Re: Complaint ID#: [redacted]   To Whom It May Concern: This letter is in response to the complaint [redacted]...

[redacted] filed with the Revdex.com regarding a non-refundable administration/holding fee. [redacted] completed an online apartment application July 6, 2014. She was charged a non-refundable application fee and a $225.00 administration fee at that time.   The administrationfee is considered non-refundable after 48 hours.  After income and credit verification, the leasing agent had provided [redacted] with a few options; one requiring an additional guarantor,  or two, the option of paying off previous credit obligations and providing an additional deposit prior to securing a lease.  It is our understanding that initially [redacted] thought that one of the options would be acceptable to her, but after further consideration, [redacted] realized she was not in a financial position to move forward and notified us as such. At this point more than 48 hours had passed and the administration fee was considered non-refundable by the community. After our investigation and consideration, we have agreed to refund the $225.00. If there are any further questions please do not hesitate to contact me. Best of regards,  [redacted]

District Manager

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my...

complaint. For your reference, details of the offer I reviewed appear below.I have extreme water damage to my unit (photos to prove it.) I have health issues as it is and will not live in a unit where the proper steps are not taken remove all water damage (which should take over a week to do.) The risk of hazardous mold has a very high growth potential and the entire unit should have the floors and walls removed, dried, and re-installed. A technician, is not going to complete all the work that needs to be done. I am not willing to put a Band-Aid over this issue and allow small repairs. For my health and future tenants health the entire drying process should be done by a professional. As my personal belongings are in this unit I do not want random technicians at my place while I am away. With this being said The Pillars should pay for my move to another unit while this construction is being done or give me the option to terminate my lease and move as soon as possible.Regards,[redacted]

To Whom It May Concern:Thank you for sharing the concerns of [redacted].  We apologize for the confusion this customer has experienced and as requested have refunded his application fees as a courtesy.In regards to Mr. [redacted]’s letter, there was no ill intent when quoting...

the floor plan size.  On each brochure provided, the “total” square footage is listed, in this case 1,211 square feet, but also displays a diagram of the unit which includes patio/deck areas to demonstrate what “total” represents.  In addition, each room has dimensions listed to allow prospects to ensure that their furniture could be accommodated in a certain space.  Listing square footage as a “total” is common practice in the apartment industry as outdoor space is also utilized by the resident of each home.  Our websites pull from a system that only provides livable square footage for each home.  We understand this could have been clarified by the associate, and because that did not occur, as a courtesy we did refund the holding deposit at the time of the error.  In addition, I realize Mr. [redacted] is not charged in his industry for credit checks, in our industry we are required to utilize an outside source to obtain this information and we are charged a fee.  Again, we have refunded his application fees as a courtesy and sincerely apologize for any frustration he or his fiancé experienced.  If there are any additional questions please feel free to contact our office.Thank you,

Pillar at [redacted] in [redacted] has horrible customer service. The management after it switched from [redacted] to [redacted] is very evident. Part of their promise is to respond to maintenance issues within 24-48hrs. [redacted] does not stick to their promise, we had a broken roof and it took them 2 compliants and 3 months to address the issue. This place has a lot of spide webs, insect problems and black widows since it backs up to the fields. "They say" pest control comes once a month, but insect problems remain unresolved. The spider webs under the staircase, in the hallways and on the walls are never addressed. The front office is very rude, incompetent and will give you an excuse for everything

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.in reference to [redacted] when I moved in they offered me to pay you $500 and or I can and or I can pay $80 and they would keep the $80 and that would cover all my moving expenses that's what the contract stated but back to the other they have never contact me they'd never called me they have they have my right address but you still don't have my right address the collection a CD I gave him my right address they didn't have my phone number or the right address so the court Augusta or still a group was still in the wrong for what they did if you would like to get ahold of me call [redacted] thanksRegards,[redacted]

I have been renting at [redacted] for the past 5 months and the location is good, the apartments themselves not so bad but management and the process and procedures will ruin this community. I rented a storage shed back in Sept and have been charged and paying for it monthly; this December went to put more items into the storage shed and nothing in the storage shed was mine. Apparently the office staff did not log it on the computer, although it's in my lease and I've been paying and therefore they rented out the shed and THREW away my items (except boxspring and mattress) a full nice wood bedroom set, clothes, tvs, oh one tv was given to an office staff which did return it. I had been in the office at the time of renting the shed in Sept on four different occasions talking to everyone in the office to see if they had rekeyed the shed for me since I was new, I even called and left a voicemail to see if they had it rekeyed when I first rented the shed -- you don't think over those FOUR times in the initial months someone would have checked on line to confirm or anything??? [redacted] just said sorry I'll put you thru to our insurance company (one month later still have not heard a word from the insurance). Then when I went to pay my January bill they STILL had the storage shed on there that they threw away all my stuff from in December ... really.
The staff is very frantic and hectic. Put an online work order in on 1/3/15 and stated they could not enter without me there (I no longer trust them). They stopped by on 1/8/15 and I wasn't home, you'd think they'd call to make sure or to schedule. So I called on 1/9/15 and scheduled it with the office staff for Monday between 9 and 11. I stayed home from work to get this done .... no one showed, I call in at 11 to see where they are and apparently It wasn't printed out and the time changed. They said they would get to it today as I told them I'm here and need it done the water in my dishwasher is now smelling... At 2 p.m. I went down to the office as still no one has arrived, they said that someone would stop by (even though they stop working on work orders at 3 p.m.) but I'm told if they have a ticket they work until they are closed... so we will see.
Unfortunately the MANAGEMENT at [redacted] needs training on processes and it would be helpful to get well detailed staff members as it is always always very kaotic when I go into the office.

Tell us why here...
 
February 29, 2016
 
Revdex.com
4428 N. 12th Street
Phoenix, AZ 85014-4585
Attn: Lyndsey M[redacted]
 
Re: Complaint ID#: 11138830
 
To Whom It May Concern:
 
This letter is in response to the complaint Linda T[redacted] filed with the Revdex.com regarding a refund of charges for water, sewer and trash (for 6 days) and the removal of a damaging letter from her file.   As suggested, we have taken a second review of this matter and report the following:
 
As previously stated, the community manager found no damaging letters or correspondence in Linda T[redacted]’s file.
 
In response to Linda T[redacted]s’ statement that a new resident took possession of this apartment prior to her lease termination date, that information is incorrect.  Our records indicate that the new resident took possession of the apartment as of September 11, 2015.
 
The final water billing from August 15 – September 6 (22 days) was $31.15 which calculates to $1.415 per day or a total of $8.49 for the 6 days between Linda T[redacted]’s move out date and her lease expiration.   We have agreed as a courtesy and gesture of goodwill, to refund the amount of $8.49.  The refund will be mailed to the address provided in the statement by the customer. 
 
Best regards,
 
Melanie P[redacted]
President

In April 0f 2013 I moved out of [redacted] Apartments (A Pillar Community). Upon moving out, I provided [redacted] Apartments management my forwarding information (both phone number and new address). I received a letter in the mail stating that management at [redacted] was attempting to collect $100.67 from me due to cleaning fees incurred after move out. I contacted [redacted] management in reference to this letter and the individual I spoke with on the phone stated that the bill was due to a carpet cleaning fee and oven cleaning fee. I informed the employee I was speaking with of the following,

- I never used the oven when I lived there. I never even turned it on one time. Any issues inside the oven would have been due to poor cleaning from maintenance the first time around.

- The carpets were not dirty after I had moved out. I washed the carpets prior to my move out.

- I was never offered a walk through with their maintenance manager to verify that the above issues were valid.

After receiving no resolution with on site management, I contacted their corporate office located in Scottsdale, AZ. I spoke with a lady that handles all community issues at corporate level. I informed her that I was upset as I felt these cleaning fees were not accurately assessed, that I was not offered a walk through to verify accuracy of managements claims, and that I was not notified in a timely manner so that I may address these issues with on site management prior to any cleaning taking place. I informed the lady that I wanted to contact their corporate office prior to contacting the [redacted] due to my feelings that this was an unjustified charge and an unsound business practice. The lady on the phone then stated that I should not waste my time contacting the [redacted] because she is the individual that responds to all [redacted] complaints and nobody else would see it.

I have copies of 2 $25.00 money orders with the request for an updated and corrected letter with the false information permanently removed. It has the move out date of Aug 31st printed clearly across the top. I did a final walk through of my apt with Lincoln with head of maintenance on Aug 31st before turning my keys in to Jennifer H (bookkeeper) before noon. I want a full refund for the utilities I did not use from 09/1-09/6. I was told the unit had already been rented by the community manager. She is also the person I showed the letter to with verification from my bank that my rent had NEVER been paid late or was short. She said it was a mistake from the new bookkeeper who replaced other person. I did find other PILLAR communities with complaints about bookkeeping so am wondering if this is the same person?
My deposit was sent to the wrong address despite my updating it twice with the office (a [redacted] PO box) The manager sent the deposit to an old Tucson address and I also received a letter from the bookkeeper which I don't believe the manager was aware of. In any event I also have copies of hotel and gas charges I had en route to Minneapolis to prove I no longer lived there. I don't want my credit ruined by someone who is intentionally putting false statements in my resident file. Thank you.

This letter is in response to the complaint [redacted] filed with the Revdex.com regarding the carpet in his apartment.

 

[redacted] contacted the community office upon move-in regarding the condition of the carpet in his apartment.  He said it was dirty and appeared like it...

had not been cleaned.  He said the condition was unacceptable and he wanted the carpet replaced.

 

We followed up with the property manager about his concerns.  The carpet was cleaned before Mr. [redacted] moved in and we have an invoice on file to confirm it.  Maintenance has checked the carpet and said it looked fine and there was no reason to replace it. 

 

[redacted]’s desired settlement is for Pillar Communities to honor their Pillar Move-In Promise stating that if he is not completely happy with his new apartment home he may move without penalty within the first two weeks.   We have communicated to Mr. [redacted] that we will honor our commitment and he will not be held responsible for any lease break fees or insufficient notice fees.  The only things he is responsible for is the time he has lived in the apartment, initial fees, water, sewer and trash for days occupied, and for any move-in concessions he may have been provided. We have instructed Mr. [redacted] to communicate his decision to the property manager and to provide the office with a “Notice to Vacate”.

 

If there are any further questions or concerns we can be reached at ([redacted].

 

 

Best of regards,

 

President

I moved in December 13 to a very clean looking apartment. I had lived in my home with the same furniture and never had a problem. I started to notice spots on my bedspread in January but had no idea what they were. This continued for two months until one day I lifted up the mattress and box spring and low and behold I was infested with bed bugs. I discovered this in April. My legs were covered in red bite/splotch marks. I immediately went to the office and they sent in Burn's pest control. They indeed did find bed bugs and started the treatment. I went through the first spray, they cleaned the carpets and then came to inspect with the dog. They found more live ones on the couch so they had to return and spray the couch. The dog returned on Monday the 11th and they said that it was clean. The next day my mom found 2 live ones walking on the floor in the master bathroom. I am tired of living with all the closets emptied and all my clothes in black bags. I worry about my son and keeping his room clean. It has been an experience that no one should have to go through. I am finding out that I am not the only one with bed bugs in the complex.