Shelton Residential Reviews (%countItem)
Shelton Residential Rating
Address: 2850 E Camelback Rd Ste 300, Phoenix, Arizona, United States, 85016-4367
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I paid the agreed upon rent in the form of a personal check. That same day they billed my account for the rent again. When trying to resolve this issue they told me the issue was fixed and I have yet to hear from them. Over $1,000 is still missing from my account. The charge was never authorized and I was promised several call backs and never received a call. Their corporate office will no longer answer my calls or speak to me. I had other bills that are due and need my money back so I can pay them. The property manager and corporate office told me things are all fixed.
First, we are sorry that this situation occurred. What we discovered is that on 3/30/2017, this account was set up by the Resident on a recurring payment plan. The Resident made manual payments each month, after setting up this feature, before the recurring payment activated. On the day that the recurring payment should have been processed, the system recognized that payment was already made. In March, the manual payment was made after the recurring transaction already activated. Based on the set up, this was not a system error.
At the request of the resident, a credit was processed earlier today, which can be verified via the Credit Card Merchant. In addition, we deactivated the recurring payment option, so this does not happen again in the future.
The terms of the Rental Agreement have not been violated or neglected. The Terms of the Rental Agreement cannot be renegotiated at this time.
We hope that this explanation helps to clarify how and why this transaction happened, but again, we have taken the measures to deactivate the recurring payment option, so it does not happen again in the future.
I never signed up for auto payment. I added my debit card to the app in order to pay when I needed to and could not get to the leasing office in time. I can verify this with my bank as they can pull every transaction to prove it was never set up as auto payment. I still had to go in the app and manually select to pay my bill and for how much. When I spoke to Brittany at the leasing office she told me the problem would be fixed. It was temporarily for the month of February, and then in March the amount was pulled without my authorization. I spoke to my property manager on Friday 3/2/18 and also Rent Café. I was told I could do nothing but wait until the following Monday or Tuesday, and that the property manager contacted corporate on Friday 3/2/18. I have since called the leasing office as well as corporate and left messages. Today my husband got a call from corporate and they denied me ever calling or leaving a message. I left a personal message for Lisa Bates that was never returned and also th secretary took my name and number after she told me on 3/7/18 that Lisa was on vacation for the week and that she would have someone contact me that day and that he was on a phone call. I never received a call and still have not from corporate. My husband was told by Lisa that she just found out about the issue today. My problem is I still don't have the money back, I was lied to, and I did not have the available funds to pay bills that were due on time since money was wrongfully taken out of my account. Who is going to fix my credit score with a late payment? Why has corporate not contacted me or taken any of my phone calls?
Dear ***:
Cindy P, our Community Manager, forwarded the detailed information regarding the cause of the debit as well as confirmation for refund at 4:46pm on March 8th. This is an email that I wrote and Cindy forwarded. Autopay was set up on 3/30/2017. It's possible that you may not have realized this at the time of enrolling, but nonetheless, it was set up. We have no access to the set up of this feature however, have deactivated it based on your request.
I received a message from Walter yesterday morning, and did talk with him. This is the only message that we have received at Corporate Office. I told Walter that the refund had been processed and that out IT Department was actively researching the cause for the debit. I was given the details about the autopay after speaking with Walter.
Please allow me to explain that the autopay did not activate on several occasions, because manual rental payments were made before the autopay would have taken payment. In March, the manual payment was made after the autopay activated.
Again, I'm sorry for the frustration that this has created for you and your husband. The autopay is now deactivated, so there is not chance of this happening again in the future.
Best Regards,
Lisa
I paid the agreed upon rent in the form of a personal check. That same day they billed my account for the rent again. When trying to resolve this issue they told me the issue was fixed and I have yet to hear from them. Over $1,000 is still missing from my account. The charge was never authorized and I was promised several call backs and never received a call. Their corporate office will no longer answer my calls or speak to me. I had other bills that are due and need my money back so I can pay them. The property manager and corporate office told me things are all fixed.
First, we are sorry that this situation occurred. What we discovered is that on 3/30/2017, this account was set up by the Resident on a recurring payment plan. The Resident made manual payments each month, after setting up this feature, before the recurring payment activated. On the day that the recurring payment should have been processed, the system recognized that payment was already made. In March, the manual payment was made after the recurring transaction already activated. Based on the set up, this was not a system error.
At the request of the resident, a credit was processed earlier today, which can be verified via the Credit Card Merchant. In addition, we deactivated the recurring payment option, so this does not happen again in the future.
The terms of the Rental Agreement have not been violated or neglected. The Terms of the Rental Agreement cannot be renegotiated at this time.
We hope that this explanation helps to clarify how and why this transaction happened, but again, we have taken the measures to deactivate the recurring payment option, so it does not happen again in the future.
I never signed up for auto payment. I added my debit card to the app in order to pay when I needed to and could not get to the leasing office in time. I can verify this with my bank as they can pull every transaction to prove it was never set up as auto payment. I still had to go in the app and manually select to pay my bill and for how much. When I spoke to Brittany at the leasing office she told me the problem would be fixed. It was temporarily for the month of February, and then in March the amount was pulled without my authorization. I spoke to my property manager on Friday 3/2/18 and also Rent Café. I was told I could do nothing but wait until the following Monday or Tuesday, and that the property manager contacted corporate on Friday 3/2/18. I have since called the leasing office as well as corporate and left messages. Today my husband got a call from corporate and they denied me ever calling or leaving a message. I left a personal message for Lisa Bates that was never returned and also th secretary took my name and number after she told me on 3/7/18 that Lisa was on vacation for the week and that she would have someone contact me that day and that he was on a phone call. I never received a call and still have not from corporate. My husband was told by Lisa that she just found out about the issue today. My problem is I still don't have the money back, I was lied to, and I did not have the available funds to pay bills that were due on time since money was wrongfully taken out of my account. Who is going to fix my credit score with a late payment? Why has corporate not contacted me or taken any of my phone calls?
Dear ***:
Cindy P, our Community Manager, forwarded the detailed information regarding the cause of the debit as well as confirmation for refund at 4:46pm on March 8th. This is an email that I wrote and Cindy forwarded. Autopay was set up on 3/30/2017. It's possible that you may not have realized this at the time of enrolling, but nonetheless, it was set up. We have no access to the set up of this feature however, have deactivated it based on your request.
I received a message from Walter yesterday morning, and did talk with him. This is the only message that we have received at Corporate Office. I told Walter that the refund had been processed and that out IT Department was actively researching the cause for the debit. I was given the details about the autopay after speaking with Walter.
Please allow me to explain that the autopay did not activate on several occasions, because manual rental payments were made before the autopay would have taken payment. In March, the manual payment was made after the autopay activated.
Again, I'm sorry for the frustration that this has created for you and your husband. The autopay is now deactivated, so there is not chance of this happening again in the future.
Best Regards,
Lisa
Shelton-cook is contracted by me for real estate management services. They have managed a property for me for 6 years.during 2017 I had numerous issues regarding dispersment of rents they collect for me. For the month of December 2017 they collected my rent from my tenant, but did not disperse the rent to me. their response was that the tenant paid the rent late so I would have to wait for the January dispersment. I believe this is wrong. Also I have asked repeatedly for a statement for December of my account . Ihave been asking Shelton cook to provide me with this statement since December since every month I have received a statement . I have called various people at Shelton cook to resolve this situation but to no avail. my calls go un returned , my e-mails go unanswered. ALL I WANT IS MY RENT STATMEMENT PLEASE HELP
To Whom it May Concern:
The Statement was provided on December 15th. We will email another copy today. A distribution was not made during the month of December, due to a late rent payment by the renter. The distribution will be paid during January. I hope that this helps, but please feel free to contact me if anything additional is needed.
Best Regards,
Lisa B
Shelton cook responded that they e-mailed on December 15. That e-mail was never received. They did not respond to the fact that I made over 20 calls to property manager Cynthia M and she never mentioned that a statement was sent on December 15th.she very rarely returned my calls there for so many made buy me. also I left several messages for Jackie also with no response. I would appreciate more timely communications, and return of calls& e-mails. in the 7 years that I have been a client I don,t think I ever received a statement on the 15th of any month
Hello. I have been in direct contact with Mr. regarding this matter. I have explained to him that he did not receive a distribution during the month of December, due to his Renter paying late. He will receive the December and January distributions before the end of January. I further explained that we are going through a software upgrade, which has created a slight delay in his monthly statements, and that we are hoping to have all glitches rectified in February.
Shelton-cook is contracted by me for real estate management services. They have managed a property for me for 6 years.during 2017 I had numerous issues regarding dispersment of rents they collect for me. For the month of December 2017 they collected my rent from my tenant, but did not disperse the rent to me. their response was that the tenant paid the rent late so I would have to wait for the January dispersment. I believe this is wrong. Also I have asked repeatedly for a statement for December of my account . Ihave been asking Shelton cook to provide me with this statement since December since every month I have received a statement . I have called various people at Shelton cook to resolve this situation but to no avail. my calls go un returned , my e-mails go unanswered. ALL I WANT IS MY RENT STATMEMENT PLEASE HELP
To Whom it May Concern:
The Statement was provided on December 15th. We will email another copy today. A distribution was not made during the month of December, due to a late rent payment by the renter. The distribution will be paid during January. I hope that this helps, but please feel free to contact me if anything additional is needed.
Best Regards,
Lisa B
Shelton cook responded that they e-mailed on December 15. That e-mail was never received. They did not respond to the fact that I made over 20 calls to property manager Cynthia M and she never mentioned that a statement was sent on December 15th.she very rarely returned my calls there for so many made buy me. also I left several messages for Jackie also with no response. I would appreciate more timely communications, and return of calls& e-mails. in the 7 years that I have been a client I don,t think I ever received a statement on the 15th of any month
Hello. I have been in direct contact with Mr. regarding this matter. I have explained to him that he did not receive a distribution during the month of December, due to his Renter paying late. He will receive the December and January distributions before the end of January. I further explained that we are going through a software upgrade, which has created a slight delay in his monthly statements, and that we are hoping to have all glitches rectified in February.
Shelton-cook is contracted by me for real estate management services. They have managed a property for me for 6 years.during 2017 I had numerous issues regarding dispersment of rents they collect for me. For the month of December 2017 they collected my rent from my tenant, but did not disperse the rent to me. their response was that the tenant paid the rent late so I would have to wait for the January dispersment. I believe this is wrong. Also I have asked repeatedly for a statement for December of my account . Ihave been asking Shelton cook to provide me with this statement since December since every month I have received a statement . I have called various people at Shelton cook to resolve this situation but to no avail. my calls go un returned , my e-mails go unanswered. ALL I WANT IS MY RENT STATMEMENT PLEASE HELP
To Whom it May Concern:
The Statement was provided on December 15th. We will email another copy today. A distribution was not made during the month of December, due to a late rent payment by the renter. The distribution will be paid during January. I hope that this helps, but please feel free to contact me if anything additional is needed.
Best Regards,
Lisa B
Shelton cook responded that they e-mailed on December 15. That e-mail was never received. They did not respond to the fact that I made over 20 calls to property manager Cynthia M and she never mentioned that a statement was sent on December 15th.she very rarely returned my calls there for so many made buy me. also I left several messages for Jackie also with no response. I would appreciate more timely communications, and return of calls& e-mails. in the 7 years that I have been a client I don,t think I ever received a statement on the 15th of any month
Hello. I have been in direct contact with Mr. regarding this matter. I have explained to him that he did not receive a distribution during the month of December, due to his Renter paying late. He will receive the December and January distributions before the end of January. I further explained that we are going through a software upgrade, which has created a slight delay in his monthly statements, and that we are hoping to have all glitches rectified in February.
This company painted the outside of the apts, balconies, and added some things to supposedly ugrade the apts. However, when you live htere you know they are old apts. that have a lot of problems which they take forever to fix, it takes about a month for them to listen to your requests only if you go in once a week to remind them. Then, they come up with the excuse that it was not written or they did not know about it.
So, to charge the high rents when they have old apts. that have a lot of maintenance issues or bug issues, is ridiculous when you could live near the light rail and shopping centers and rent an apt. that is about the same or less in price.
Then, they leave you living without some necessities and act like they did not know you did not have the necessities because you did not mention to them that you were still with the issue when it is their lack of communication between maintenace and the management to know that the issue is still a problem.
Finally, they have rude office people who are supposed to be "customer service" oriented but because it is so hard for them to get people to work for them, I guess they get whatever they can from the streets.
I always tell my friends not to rent at Shelton-Cook because they are a rip-off
Dear Valued Resident,
Thank you for taking the time to write a review about your experience at one of our communities. We appreciate your feedback and we’re very sorry you were unhappy with the resolution of your maintenance concerns. Customer feedback is incredibly important to us and we will take your comments into consideration as we continually work to improve our on-property experience for our residents. We hope that we will be successful with creating positive experiences for you in the future. Please know that our Community Managers always welcome input from our valued residents.
This company painted the outside of the apts, balconies, and added some things to supposedly ugrade the apts. However, when you live htere you know they are old apts. that have a lot of problems which they take forever to fix, it takes about a month for them to listen to your requests only if you go in once a week to remind them. Then, they come up with the excuse that it was not written or they did not know about it.
So, to charge the high rents when they have old apts. that have a lot of maintenance issues or bug issues, is ridiculous when you could live near the light rail and shopping centers and rent an apt. that is about the same or less in price.
Then, they leave you living without some necessities and act like they did not know you did not have the necessities because you did not mention to them that you were still with the issue when it is their lack of communication between maintenace and the management to know that the issue is still a problem.
Finally, they have rude office people who are supposed to be "customer service" oriented but because it is so hard for them to get people to work for them, I guess they get whatever they can from the streets.
I always tell my friends not to rent at Shelton-Cook because they are a rip-off
Dear Valued Resident,
Thank you for taking the time to write a review about your experience at one of our communities. We appreciate your feedback and we’re very sorry you were unhappy with the resolution of your maintenance concerns. Customer feedback is incredibly important to us and we will take your comments into consideration as we continually work to improve our on-property experience for our residents. We hope that we will be successful with creating positive experiences for you in the future. Please know that our Community Managers always welcome input from our valued residents.
This company painted the outside of the apts, balconies, and added some things to supposedly ugrade the apts. However, when you live htere you know they are old apts. that have a lot of problems which they take forever to fix, it takes about a month for them to listen to your requests only if you go in once a week to remind them. Then, they come up with the excuse that it was not written or they did not know about it.
So, to charge the high rents when they have old apts. that have a lot of maintenance issues or bug issues, is ridiculous when you could live near the light rail and shopping centers and rent an apt. that is about the same or less in price.
Then, they leave you living without some necessities and act like they did not know you did not have the necessities because you did not mention to them that you were still with the issue when it is their lack of communication between maintenace and the management to know that the issue is still a problem.
Finally, they have rude office people who are supposed to be "customer service" oriented but because it is so hard for them to get people to work for them, I guess they get whatever they can from the streets.
I always tell my friends not to rent at Shelton-Cook because they are a rip-off
Dear Valued Resident,
Thank you for taking the time to write a review about your experience at one of our communities. We appreciate your feedback and we’re very sorry you were unhappy with the resolution of your maintenance concerns. Customer feedback is incredibly important to us and we will take your comments into consideration as we continually work to improve our on-property experience for our residents. We hope that we will be successful with creating positive experiences for you in the future. Please know that our Community Managers always welcome input from our valued residents.
I moved into Crescent Ridge II in February. I received the apartment in horrendous conditions. There was literally still feces on the wall of the bathroom, the carpets had fingernails, there was grease dripping from the hood vent in the kitchen, and the tenant before me left a dozen or more holes that were extremely poorly patched up. It took two weeks to get anything addressed and so far only the bathroom has been painted and the kitchen hood cleaned. There have been so many turnovers at this property I fell through the cracks. If the property wasn't in the middle of a sale the bullet hole in one of my windows would have never gotten fixed. During that time the staff moved things around in my home and they still do not understand why this upset me. Instead I've been called a liar by the manager and have now been issued a 10 day fix or vacate notice for a pet I placed on my application. I've tried speaking to Jennifer, Bertha, and to Steve with no results. Now that I've received this 10 day notice, none of them will even return a call from me. My four months here have been nothing short of a nightmare!
Spoke to Ms*** on Friday June 9th at 4:30pm. apologized for the issues that arose from her original move in date of Feb 1, 2017. offered to make sure that we would have maint take care any open work orders for her. she stated that she worked long hours and is not home often. I asked her to please reach out to mgmt. or myself when she was ready and available and we would take care of any outstanding work orders. from my understanding, most of all items noted from her move in inspection had been taken care of, except for finishing up touch up painting of holes. can supply the copies of the completed work orders if needed.
I apologized for the staff moving any items in her unit during a routine unit inspection and assured her that would not happen again. We are unable to let Ms*** out of her current llease with Crescent Ridge apartments. we value Ms***s residency and would like to continue to make her stay with us a enjoyable one.
Thank you,
Bertha S
Regional Portfolio Manager
Spoke to Ms*** on Friday June 9th at 4:30pm. apologized for the issues that arose from her original move in date of Feb 1, 2017. offered to make sure that we would have maint take care any open work orders for her. she stated that she worked long hours and is not home often. I asked her to please reach out to mgmt. or myself when she was ready and available and we would take care of any outstanding work orders. from my understanding, most of all items noted from her move in inspection had been taken care of, except for finishing up touch up painting of holes. can supply the copies of the completed work orders if needed.
I apologized for the staff moving any items in her unit during a routine unit inspection and assured her that would not happen again. We are unable to let Ms*** out of her current llease with Crescent Ridge apartments. we value Ms***s residency and would like to continue to make her stay with us a enjoyable one.
Thank you,
Bertha S
Regional Portfolio Manager
Thank you for your corporate response. However, the issues in my home went without notice for four months. I had two pages of issues upon moving in. Management failed to keep tabs on my extensive list of home issues. All of those months management had access to make the repairs. Now that trust has been broken by management, I've elected to use my right to be present when staff is in my home. As of today, the coolest days of the week at 110 degrees, the air conditioning in my son's bedroom is not functioning. When I've spoke to management I'm told until I'm available during the week for this repair there's nothing they can do for us. You say you value my residency here but management has apparently grown tired of my complaints and have retaliated with the accusation that I falsified documents. The fact that you're okay with this toxic relationship continuing only shows more clearly that you and your company care extremely little for your residents. I now understand why my next door neighbor disappeared in the middle of the night.
Thank you for your corporate response. However, the issues in my home went without notice for four months. I had two pages of issues upon moving in. Management failed to keep tabs on my extensive list of home issues. All of those months management had access to make the repairs. Now that trust has been broken by management, I've elected to use my right to be present when staff is in my home. As of today, the coolest days of the week at 110 degrees, the air conditioning in my son's bedroom is not functioning. When I've spoke to management I'm told until I'm available during the week for this repair there's nothing they can do for us. You say you value my residency here but management has apparently grown tired of my complaints and have retaliated with the accusation that I falsified documents. The fact that you're okay with this toxic relationship continuing only shows more clearly that you and your company care extremely little for your residents. I now understand why my next door neighbor disappeared in the middle of the night.
Ms***
thank you for your response. I have followed up with the onsite team regarding your work order for your sons bedroom not cooling. looks like it was reported on 6/8 and was closed when the onsite office team contacted you to arrange an appointment and was asked to have it closed out. please see attached work order. Allow us to remedy the issue and complete your work order ASAP. please reach out to the onsite team or myself to arrange a good time to have them complete this for you.
Thank you
Bertha S
Ms***
thank you for your response. I have followed up with the onsite team regarding your work order for your sons bedroom not cooling. looks like it was reported on 6/8 and was closed when the onsite office team contacted you to arrange an appointment and was asked to have it closed out. please see attached work order. Allow us to remedy the issue and complete your work order ASAP. please reach out to the onsite team or myself to arrange a good time to have them complete this for you.
Thank you
Bertha S
I moved into Crescent Ridge II in February. I received the apartment in horrendous conditions. There was literally still feces on the wall of the bathroom, the carpets had fingernails, there was grease dripping from the hood vent in the kitchen, and the tenant before me left a dozen or more holes that were extremely poorly patched up. It took two weeks to get anything addressed and so far only the bathroom has been painted and the kitchen hood cleaned. There have been so many turnovers at this property I fell through the cracks. If the property wasn't in the middle of a sale the bullet hole in one of my windows would have never gotten fixed. During that time the staff moved things around in my home and they still do not understand why this upset me. Instead I've been called a liar by the manager and have now been issued a 10 day fix or vacate notice for a pet I placed on my application. I've tried speaking to Jennifer, Bertha, and to Steve with no results. Now that I've received this 10 day notice, none of them will even return a call from me. My four months here have been nothing short of a nightmare!
Spoke to Ms*** on Friday June 9th at 4:30pm. apologized for the issues that arose from her original move in date of Feb 1, 2017. offered to make sure that we would have maint take care any open work orders for her. she stated that she worked long hours and is not home often. I asked her to please reach out to mgmt. or myself when she was ready and available and we would take care of any outstanding work orders. from my understanding, most of all items noted from her move in inspection had been taken care of, except for finishing up touch up painting of holes. can supply the copies of the completed work orders if needed.
I apologized for the staff moving any items in her unit during a routine unit inspection and assured her that would not happen again. We are unable to let Ms*** out of her current llease with Crescent Ridge apartments. we value Ms***s residency and would like to continue to make her stay with us a enjoyable one.
Thank you,
Bertha S
Regional Portfolio Manager
Spoke to Ms*** on Friday June 9th at 4:30pm. apologized for the issues that arose from her original move in date of Feb 1, 2017. offered to make sure that we would have maint take care any open work orders for her. she stated that she worked long hours and is not home often. I asked her to please reach out to mgmt. or myself when she was ready and available and we would take care of any outstanding work orders. from my understanding, most of all items noted from her move in inspection had been taken care of, except for finishing up touch up painting of holes. can supply the copies of the completed work orders if needed.
I apologized for the staff moving any items in her unit during a routine unit inspection and assured her that would not happen again. We are unable to let Ms*** out of her current llease with Crescent Ridge apartments. we value Ms***s residency and would like to continue to make her stay with us a enjoyable one.
Thank you,
Bertha S
Regional Portfolio Manager
Thank you for your corporate response. However, the issues in my home went without notice for four months. I had two pages of issues upon moving in. Management failed to keep tabs on my extensive list of home issues. All of those months management had access to make the repairs. Now that trust has been broken by management, I've elected to use my right to be present when staff is in my home. As of today, the coolest days of the week at 110 degrees, the air conditioning in my son's bedroom is not functioning. When I've spoke to management I'm told until I'm available during the week for this repair there's nothing they can do for us. You say you value my residency here but management has apparently grown tired of my complaints and have retaliated with the accusation that I falsified documents. The fact that you're okay with this toxic relationship continuing only shows more clearly that you and your company care extremely little for your residents. I now understand why my next door neighbor disappeared in the middle of the night.
Thank you for your corporate response. However, the issues in my home went without notice for four months. I had two pages of issues upon moving in. Management failed to keep tabs on my extensive list of home issues. All of those months management had access to make the repairs. Now that trust has been broken by management, I've elected to use my right to be present when staff is in my home. As of today, the coolest days of the week at 110 degrees, the air conditioning in my son's bedroom is not functioning. When I've spoke to management I'm told until I'm available during the week for this repair there's nothing they can do for us. You say you value my residency here but management has apparently grown tired of my complaints and have retaliated with the accusation that I falsified documents. The fact that you're okay with this toxic relationship continuing only shows more clearly that you and your company care extremely little for your residents. I now understand why my next door neighbor disappeared in the middle of the night.
Ms***
thank you for your response. I have followed up with the onsite team regarding your work order for your sons bedroom not cooling. looks like it was reported on 6/8 and was closed when the onsite office team contacted you to arrange an appointment and was asked to have it closed out. please see attached work order. Allow us to remedy the issue and complete your work order ASAP. please reach out to the onsite team or myself to arrange a good time to have them complete this for you.
Thank you
Bertha S
Ms***
thank you for your response. I have followed up with the onsite team regarding your work order for your sons bedroom not cooling. looks like it was reported on 6/8 and was closed when the onsite office team contacted you to arrange an appointment and was asked to have it closed out. please see attached work order. Allow us to remedy the issue and complete your work order ASAP. please reach out to the onsite team or myself to arrange a good time to have them complete this for you.
Thank you
Bertha S
Mandarina Luxury Apartments has been negligent with customer payments. On April 3rd I left a check off for April rent. Mid-April, after the check failed to be cashed, I called the Leasing office and Kayleigh the receptionist told me that my check had been cashed. She told me it was being held up by the bank but I had been credited for my rent in the mean time. A month passed and the check had not been cashed. I began communicating with my bank. The bank researched transactions and had only found checks and transactions from Mandarina for the month of May, which was cashed with no problem, the April check remained missing. The bank did not find that it was on HOLD or being investigated for fraud. We decided that the safest route was to close this vulnerable account. By misplacing my April Rent check, Mandarina Apartments put me in jeopardy of having my information used without my permission. The lost check would provide routing numbers, account number, my address and signature, which could all be used to commit fraud against me. The bank has informed me that my card could be replicated with just routing and accounting numbers. So in preparation of closing the jeopardized checking account I had to cancel services with accounts that had access to my checking account as it was used to pay bills, transfer funds, pay for online purchases. There were several accounts with automatic payments that were set up that I had to research to find because my Checking account had been used for 10 years. This inflicted stress and panic on me because I already take identity theft very seriously. If Mandarina management had been keeping appropriate accounting of the funds they receive from tenants, they would have noticed their deposit was short. Their duty to be responsible with my financial information was breached as they told me the check was cashed on April 4th and that it was a "bank problem" and they no longer had the check. Mandarina found and deposited the check on 5/12/17.
Ms.,
We appreciate your residency at Mandarina Luxury Homes in Tempe. We have reviewed your complaint and would like to address your concerns regarding the check you provided to our office. Your statement that the office staff has misplaced your check or allowed your bank account to become vulnerable due to negligence on their part is simply untrue. The check provided to our office was deposited utilizing a 3rd party management software on April 3rd 2017. The check was then placed by the site in a secured location. During the initial deposit of the check the routing information was unable to be fully verified and therefore did not withdraw the funds of $450. Once the team was made aware of the routing issue regarding your check, the team members retrieved the check from the secured location and were able to deposit the funds once the routing number was fully entered.
We at Shelton-Cook share your concern and focus on prevention of identity theft and will continue to be diligent in these areas.
Thank you for responding. Unfortunately, you failed to let me know that there was a problem with my check. My concerns were ignored. If the answer was so simple why could I have not been told before having to make changes to my financial life? Lack of courtesy and professionalism is prevalent. Also, my phone call to the leasing office in mid April lead to the front desk girl, telling me that the bank had my check, and that it had been deposited. She was the one who suggested that the bank might have put it on hold for a random fraud check. Why couldn't she be honest and tell me that it was being held but safe? Or that she would look into the matter and call me back? No, she told me that the check had cleared on your end, and deposited, and that my bank was at fault. Even if it was just a billing system problem, did I not deserve to have an explanation or a heads up after I had already called and asked about it? This management team knew I was worried about the check and upon finding out what the problem was, either lied to me, or chose not to tell me that my concerns were being taken care of. I still expect some sort of compensation due to the panic and stress caused by your lax business practices. I do expect you to train your employees on how to handle sensitive financial matters with your renters. I have rented for years and have never had a problem like this. Notice from the leasing management would have been appropriate. A If compensation in the form of crediting a month's rent is due to lack of good business practice and lying, I would at the very least like a letter from my management and the team member apologizing for handling this instance poorly. I request this letter be in writing and not done electronically. It is the least that this business could do for the damage that has already been done in my life. Thanks.