Redstone Residential

Thanks for taking the time to express your frustrationIt sounds like a simple misunderstanding and a need for additional trainingIt happens quite often that forwarding addresses aren't updated and checks go to incorrect addressesUnfortunately, the Post Office doesn't provide tracking on these pieces of mail, so the only way to know whether it makes it or not is by hearing back from the recipientIn the case we are contacted that a check has not been delivered, we have to submit a Stop payment before issuing a new check to avoid sending a second check and having someone deposit bothThis process, from stopping a payment to cutting a new check takes about daysFrom there, the second check is either available for pickup in person, or can be mailed to the new address confirmed by the recipientIt appears that the lost check and request to stop payment didn't initially make it to our accountants, which explains why a new check wasn't available or resent the same weekWe will be sure to train the property staff to ensure they understand the process in it's entirety to prevent future delays.?

Thanks for taking time to express your concerns ?" we take all feedback seriouslySounds like the property staff has been in contact with you and you two have already found a resolution togetherJust for the sake of clarifying, our standard process is to verify the vehicle when parked in a reserved spot, usually by collecting the license plate, make, model, and other informationOnce confirmed the car isn’t authorized to park there, the community manager is able to call the tow-company to have the car removedThere may have been a misunderstanding, but it sounds like the manager was unable to receive the vehicle information from you in order to verify the car was parked illegallyIt is incredibly important that we receive the vehicle information from you in these cases to ensure we are lawfully removing a vehicle, otherwise anyone could call in at any hour of the day or night to have someone towed without reasonHope that makes sensePlease feel free to reach out if you have any more concerns-Evan R***, Director of MarketingRedstone Residential, IncNFreedom Blvd, Provo, UT

? Complaint: [redacted] I am rejecting this response because: I am requesting that the rental lease be renegotiated at the lower price being offered to other students.? I feel the practice of charging different rents to students is a discriminatory practice punishing students because a new leasing company took over without the knowledge or consent of the lessor.? Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: once again your company proves to be full of piece of [redacted] liars.? The card machines are not operational and I have pictures to prove what a liar you and your company are.? The east side machines are non functional and my key does not work on the west side, when I told your unbelievably unprofessional staff, they insisted it would work and did nothing to fix the situation.? Every single one of your employees is unprofessional on every level.? Actually fix the problem In The next two days or I will take every legal action possible against your worthless company and make sure that everyone of your employees is homeless.? You it liars do not deserve to have a company.? Stop lying and actually treat your tenants well and with respect, Stop lying about how absolutely pathetic your company is and actually fix things you ***stains Sincerely, [redacted] ***

Thanks for taking time to express your concerns ?" we take all feedback seriouslyWe apologize for the frustrations you experienced during this timeWe have since made every effort to ensure a better experience at CollegePlace Clemson, including an all-new community manager/staff to better support our residents and those interested in living at CollegePlace Clemson, being available, accessible, and responsive to phone calls and emailsIf you were ever interested in considering this community again, we are sure your experience would be entirely different, and an enjoyable oneIn terms of our processes, I think it’s also important to clarify that a completed application, and even a signed lease by a future resident without the signature of all parties, including the guarantor doesn’t guarantee a spot, and when those don’t happen before time expires, they have to be sent againIn terms of the conversations about placement and where future residents will room and with whom, those are often discussed early in the process so we can understand what is important to you, and do our best to provide you that experience, however again those are not assured until the lease is signed by all parties and fees/deposits are paid, locking the leaseWe apologize again for the frustration in getting ahold of someone to support you during this process, and again are working hard to prevent these types of frustrations in the futureWe hope you’ll consider us againPlease don’t hesitate to reach out if you have any further concernsEvan R***, Director of MarketingRedstone Residential, IncNFreedom Blvd, Provo, UT

RESPONSE TO COMPLAINT: ***At the beginning of the year CollegePlace Clemson apartments were being sold at $a month with a different management company (Advantage Property Management). Everyone who signed up during that time was offered the same price for the same floor plan. New
apartments came into the market with lower pricing and a lot of concessions. Redstone Residential was hired to begin managing the property CollegePlace Clemson and in order to keep up with the market needed to lower our prices. Anyone who signed up later in the year had a lower price. The price difference is only based off of market conditions and the timing of when people signed contracts. Mrs*** *** spoke to our on-site Property Manager, our Regional Director of Sales, and the President of Redstone Residential but wasn't receiving a satisfactory answer of having her son'scontract rent being lowered even though it was a binding contract that was signed with a different management company. *** was able to speak with these three individualswithin hoursof her original complaint

Thanks for taking the time to express your frustrationIt sounds like a simple misunderstanding and a need for additional trainingIt happens quite often that forwarding addresses aren't updated and checks go to incorrect addressesUnfortunately, the Post Office doesn't provide tracking on these
pieces of mail, so the only way to know whether it makes it or not is by hearing back from the recipientIn the case we are contacted that a check has not been delivered, we have to submit a Stop payment before issuing a new check to avoid sending a second check and having someone deposit bothThis process, from stopping a payment to cutting a new check takes about daysFrom there, the second check is either available for pickup in person, or can be mailed to the new address confirmed by the recipientIt appears that the lost check and request to stop payment didn't initially make it to our accountants, which explains why a new check wasn't available or resent the same weekWe will be sure to train the property staff to ensure they understand the process in it's entirety to prevent future delays.

We sincerely apologize for the frustrationWe have followed up with the property staff to ensure they receive the training and expectations necessary in terms of communication and other best practicesRegarding the washers and dryers, there are card operated machines on both sides of the buildingIf you are unable to find them, please visit the office and let them know so they can show you where they areIn regards to housing at Thrive Tempe moving forward, we have no interest in putting anyone on the street and will not be doing soOur purpose/focus of housing is however shifting, and every current lease will be expiring according to their current lease agreementAnyone who wishes to live with is welcome to re-sign and continue doing so under the terms of a new lease agreement that we are offeringWe'd love to have you stay with us.

We sincerely apologize for any frustration you've experiencedWith similar changes in ownership and management, there are bound to be unforeseen circumstances, but we work hard to alleviate or prevent them entirelyIn the case of missing payments, as of April 2018, we have confirmed that all
payments under the old management group have been accounted for and recorded - so if you are still experiencing issues there, please feel free to reach outWe're very excited about the changes coming to the property - from shifting the property focus to student housing from multi-family housing, we will be able to be better serve the residents and community attending ASU. Additionally, we are renovating the units in order to give residents an updated living experience, including common areas such as the laundry roomsYou’ll soon find new washers and new dryers with new card readers added into the side, and new washers and new dryers with card readers into the sideIf you have any additional concerns or frustration, please feel free to reach out

Complaint: ***
I am rejecting this response because: I am requesting that the rental lease be renegotiated at the lower price being offered to other students. I feel the practice of charging different rents to students is a discriminatory practice punishing students because a new leasing company took over without the knowledge or consent of the lessor.
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:the concern has been resolved but that’s inaccurate, because I provided the car information multiple times to the property manager, including a photo of the car license plate with a time stamp of the time the car was parked there
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: I am requesting that the rental lease be renegotiated at the lower price being offered to other students. I feel the practice of charging different rents to students is a discriminatory practice punishing students because a new leasing company took over without the knowledge or consent of the lessor.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: once again your company proves to be full of piece of *** liars.? The card machines are not operational and I have pictures to prove what a liar you and your company are.? The east side machines are non functional and my key does not work on the west side, when I told your unbelievably unprofessional staff, they insisted it would work and did nothing to fix the situation.? Every single one of your employees is unprofessional on every level.? Actually fix the problem In The next two days or I will take every legal action possible against your worthless company and make sure that everyone of your employees is homeless.? You it liars do not deserve to have a company.? Stop lying and actually treat your tenants well and with respect, Stop lying about how absolutely pathetic your company is and actually fix things you ***stains
Sincerely,
*** ***

RESPONSE TO COMPLAINT: ***At the beginning of the year CollegePlace Clemson apartments were being sold at $a month with a different management company (Advantage Property Management).? Everyone who signed up during that time was offered the same price for the same floor plan.? New
apartments came into the market with lower pricing and a lot of concessions.? Redstone Residential was hired to begin managing the property ? CollegePlace Clemson and in order to keep up with the market needed to lower our prices.? Anyone who signed up later in the year had a lower price.? The price difference is only based off of market conditions and the timing of when people signed contracts.? Mrs*** *** spoke to our on-site Property Manager, our Regional Director of Sales, and the President of Redstone Residential but wasn't receiving a satisfactory answer of having her son'scontract rent being lowered even though it was a binding contract that was signed with a different management company.? *** was able to speak with these three individualswithin hoursof her original complaint

Thanks for taking time to express your concerns ??" we take all feedback seriouslyWe apologize for the frustrations you experienced during this timeWe have since made every effort to ensure a better experience at CollegePlace Clemson, including an all-new community manager/staff to better support
our residents and those interested in living at CollegePlace Clemson, being available, accessible, and responsive to phone calls and emailsIf you were ever interested in considering this community again, we are sure your experience would be entirely different, and an enjoyable oneIn terms of our processes, I think it’s also important to clarify that a completed application, and even a signed lease by a future resident without the signature of all parties, including the guarantor doesn’t guarantee a spot, and when those don’t happen before time expires, they have to be sent againIn terms of the conversations about placement and where future residents will room and with whom, those are often discussed early in the process so we can understand what is important to you, and do our best to provide you that experience, however again those are not assured until the lease is signed by all parties and fees/deposits are paid, locking the leaseWe apologize again for the frustration in getting ahold of someone to support you during this process, and again are working hard to prevent these types of frustrations in the futureWe hope you’ll consider us againPlease don’t hesitate to reach out if you have any further concernsEvan R***, Director of MarketingRedstone Residential, IncNFreedom Blvd, Provo, UT

Thanks for the additional insight and clarifying our understandingWe'll follwith the community manager to make sure they are trained appropriately and communicating the correct infoAs a result of these issues, we're also working with the Tow Company to get the approval needed for residents to help themselves, meaning that they should be able to call the tow company directly vs having to work through one sole individual onsite to give them a call in the case of parking nuancesThanks!