ComplaintsforThe Pointe at S I U

• Initial Complaint

  11/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  DAte of loss was 10/26/2023; the unit above ours their water heater leaked. The water gushed onto this unit and others as well. There was water gushing through the ceiling, walls, outlets. Maintenance only came in with shop vac and nothing else was done. The smoke alarm was also damaged and still has not been replaced. I have been in contact with ************************* and she has provided little to NO remedy on this. I sent over video and pics of the incident. As a tenant we are requesting a copy of the incident report of the loss and she refuses to provide one. They have yet to take appropriate action on how the incident was and is being handled. ****** is NOT reachable by phone and does not return calls. My emails have gone unanswered for the last 2 days.

  Business response

  11/28/2023

  The issues of the small water damage were repaired promptly, and the residents have been directly communicated. There is no longer an outstanding issue.

  Customer response

  11/29/2023

  Complaint: 20815616
  
  I am rejecting this response because:
  
  This was a leak that required restoration service. I asked for a copy of the report made and details on repairs made. That was never provided. We sent video and pictures to the office and no response was received. A report was never filed as protocol would have called for in this situation. Water was gushing out of outlets. It was not a small leak. They had a non-working smoke detector and we never received confirmation that it was replaced/ functional. 
  
  
  Sincerely,
  
  ***************************

  Business response

  11/29/2023

  As we spoke about the services was done in house within our teams, reports are not made since we are just a small business and the leak a small one in terms of what we deal with. There is no longer a leak within 24 hours of when it happened and the apartment was repaired within a week. If you have outstanding issues please let me know, but your sons lease ends at the end of December so any cosmetic work will be done after.

• Initial Complaint

  11/11/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Sept. 2021 -Went to the office to see when our maintenance orders would be fulfilled. New people moving in had broken doors, no blinds. Clogged kitchen sink, broken bed in my room, etc. Nov/11/2021 -Since the day I moved in 1/31/20, the washer has made a noise. Today, 11/11/21, the washer made a weirder noise, stopped working. I called the office at 3:55 pm and told ***** the situation. -***** blamed me for it, said she would charge me for breaking it, tried to explain the possibilities of why it may have broken. I asked her to send maintenance, she said no after I interrupted her and hung up. -After calling 5 times, she picked up. Said she maintenance would come. I gave the phone to my roommate to talk to *****, which was at 4:00 pm. Maintenance has not come.

  Business response

  11/12/2021

  Maintenance issues are repaired in the order they are received. We are still working on some of the issues listed as they were entered after other issues.

  11/11: The resident called regarding an issue that has never been reported regarding the washer. The resident stated the machine was working fine until 11/11 when it stopped draining and made a noise. Informed resident that this issue is typically the result of something blocking the drain hose, usually from overloading the machine or having unbalanced loads. Since this was an issue caused by the improper usage of the machine, I informed her that any repairs necessary COULD be chargeable. I inform all residents of any chargeable maintenance requests. I told resident I would send someone from maintenance as soon as they were available, potentially that day but potentially another day. The resident cursed and screamed, at which point I told her that we will not tolerate that type of verbal abuse and the call would be ended. She informed me she would "blow our phone up". The call was ended and I reached out to maintenance to check their schedule for the rest of the day. I couldn't answer the resident's calls because I was discussing the issue with maintenance. When I finished with that discussion, I called the resident back to inform her maintenance would be out sometime tonight to fix the issue. She immediately started cursing and screaming again at which point I informed her that the call was ending. The roommate then took the phone and spoke calmly and listened while I informed her that maintenance would be out sometime that evening.

  Maintenance removed the blockage that was caused by stuffing - either from bedding or a pet toy- and the machine was working. The issue is resolved and is chargeable. 

  Customer response

  11/12/2021

  Complaint: ********
  
  I am rejecting this response because:
  

  There was no improper use to the machine. No loads were “too big” as ***** stated was the possible cause of the machine stopping. Since Jan 29th, 2020 when I moved in, the washer has made a squeaking noise, 11/11 /21 is when it was clogged. Before then, there was still a problem with the washer, just not reported by me. During the call I did curse and yell at *****, after she immediately placed blame on me for “breaking” the machine threatening to charge me and speaking to me in a demeaning tone.

  The washer damaged a comforter that was not damaged prior to washing it 11/11 and has been through the washer before with no issues  The problem is not only getting items fixed in this apartment that came as is, this is an ongoing battle since I moved in. They have been very neglectful. I have put in 2-3 tickets in to get my broken bed fixed that is being held by plastic bins, and it has been ignored for months. I reported my previous roommate and her abusive boyfriend, there was no change and I was told I could move for $500, then told there were no rooms open. Even after ***** was aware my old roommates boyfriend was arrest on property, she let him stay.

  
  
  Sincerely,
  
  ****** ***

  Business response

  11/12/2021

  There was no maintenance request regarding the washer making noise entered by the resident, previous roommates, or current roommates. We do require that residents inform us of maintenance issues, as it is part of the lease that residents are to inform us of any issues immediately and their neglect from not entering a request can be chargeable. At no point did I place blame on the resident, I told her there was a possibility of a charge since this was a misuse issue. We always discuss possible chargeable events with residents, even if we find out it is not chargeable. Even if the comforter has gone through cycles before, that does not mean it’s meant to be in the machine. That is misuse by overloading the machine, which then caused a clog.
  
  We repair issues as they are entered, as quickly as possible. Not one single maintenance request is ever being ignored, they are simply being completed in the order they are received. Anyone who entered a request before the resident’s bed frame request deserves to have their request completed first as their issue appeared/they informed of us the issue first. This is our process for completing standard maintenance requests.
  
  We dealt with the illegal guest issue as best as possible with no cooperation from the resident. We instructed her to call our office and utilize the Courtesy option when the guest was on property, but she did not. We instructed her to call the police, she did not. We have a legal process we have to follow for all lease violations (which was followed) and then we have to rely on the residents in the apartment to inform us if the guest is back on property. We can only ban a person if they are physically on property, and we told the resident that that is why we needed her to call the police and call our Courtesy officer. I told the resident at that time that we would be willing to waive the $400 transfer fee that is listed in the lease but she chose not to move since she didn’t want to deal with new roommates or move her items.

  Customer response

  11/12/2021

  Complaint: ********
  
  I am rejecting this response because:
  

  There was blamed placed on me and my roommates before ***** decided to say she would see if maintenance would fix it. Again, the comforter has been washed multiple times with no issue before, there was no misuse of the washing machine. It just happened to have ripped it yesterday, and clog the machine. 
  My bedframe request was entered 8/2021, after I came into the office and spoke directly to *****, who advised I put in a request and that they would be able to switch it with a metal one when they get the chance. The order is still waiting to be fulfilled in the portal. It is 11/2021, I have put in multiple requests. One is actually gone from the portal, where I explained that I would buy my own bed frame if needed. It is gone, but has not been resolved.

  
  As for my previous roommate situation. I was never told it cost $400 to switch rooms, but $500 when I first went to her, before she sent maintenance to check the unit. I was not told it would be waived before or after the arrest. Never over email, in person, or over the phone. Although, after the arrest and going through mental trauma, I asked again if I could switch if she was not being evicted, and was told no units were available. 

  
  After finding out that there was a courtesy hotline, when ***** replied to my email 4/1/21, I called them multiple times. She then emailed that I did not have to continue to leave messages..”We received your messages but didn’t realize you needed it done right now since the office opens in 30 minutes. We are waiting on the police to get here”. The courtesy hotline people never came, neither did the police. I waited at a friends house, and the gym parking lot until 9 am that morning waiting to hear from the hotline. No one came and I entered, potentially putting myself in harm due to the negligence of this leasing property. Specifically ***** who for some reason seems to be in charge. No one checked in after the incident either. 

  
  I believe ***** has failed to comply with the Warranty of Habitability here in Illinois. Where landlords must make sure the premises are safe and fit for the resident. She was aware of the conditions I was living in, and aware the my previous roommates boyfriend had been arrested on property before for getting in an altercation with my previous roommate and her old roommates. I was told by the boyfriend there was physical violence during that altercation. Yet, she allowed him to stay there even after she reminded my roommate she was violating terms/conditions and warned her of eviction, but nothing changed.
  The time I do remember turning down a unit change was right before my new roommates moved in. ***** emailed to see if we would move upstairs because there are already hardwood floors. I, along with my roommates, declined because I would not have been able to move my items by 8/4/21, her desired move in date, and they simply did not want the third floor.
  
  
  
  
  Sincerely,
  
  ****** ***

• Initial Complaint

  11/03/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our son **** lives in a unit with roommates while attending the college. During this 3 years they have had many maintenance issues, this company continues to ignore our request and give everyone a run around making it very difficult to get things resolved. I reported that the exterior door does not latch or lock and they are refusing to fix it, they stated they could just come over and remove the door, which would be a safety hazard to all that live in that building.

  Business response

  11/03/2021

  We have received the maintenance requests from the resident and have repaired all immediate issues and will continue to work on ongoing issues. We have not at any point ignored maintenance requests from any residents, regardless of their time spent living on property. These requests were entered during our busiest season and we are working on requests in the order they are received, unless they are emergency issues.
  

  We are not refusing to repair the lock on the building door. When mentioned that we are legally required to have these doors, we stated that if residents and their guests continue to damage the doors and locks, that we are within our legal rights to remove the doors to the building since they are not required by law or by our contract.

  We will continue to work on all ongoing issues as swiftly as possible.
  

• Initial Complaint

  10/18/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Myself and two roommates (all football players) moved into our apartment in June 2021. When we moved in our apartment was filthy and there was a list of about 20 items needing repair. We took pictures and made a list and turned it into the apartment the following day. We were told that our apartment was not cleaned because we moved in June instead of August (which makes absolutely no sense). Today is October 18, 2021 and NOTHING has been repaired. My roommate reached out to management and today I went in and spoke to the manager. She was incredibly rude, raised her voice and stated it is not their fault as maintenance is "busy". It has been 4 months since we moved in. The internet has also been out in the complex for several days three times so far. When this occurs we are unable to complete homework in our apartment or study as materials are on-line. When I complained about this the manager stated there was "nothing" they could do. This is unacceptable.

  Business response

  10/19/2021

  We received the As Is Condition Report which was given to each resident who moved in early. These residents were informed that because of their move in date of 6/1, that the unit would not be cleaned, painted, or prepared for a new resident as the previous lease ended 5/31. Because of this, each resident signed an As Is Addendum accepting the conditions of this unit.
  

  Maintenance requests were entered based off the condition report. The requests are for blind slats in the common area needing replaced, bathroom floor vinyl replacement, bedroom closet door adjustment, bathroom towel rack adjustment, and a noise coming from above. Maintenance has started the repair for these items as of 10/18/21. The delay was caused by a miscommunication regarding what work had been completed in the unit. We understand the frustration and emailed to communicate that understanding and the plan to repair, also on 10/18/21, once I could get to my home office to check what requests were entered from the report.

  When the resident visited the office, we could not access the internet as it was down at the time which meant we could not see what maintenance requests had been entered for his apartment. I shared with him that I would look as soon as I got to my home office and follow up. He wanted answers at that exact moment but we had no answers to give which frustrated him further.

  The internet is monitored by a 3rd party and had an outage on 10/18/21. Something that we, unfortunately, cannot control. It angered the resident when I explained that we are in a contract regarding the internet and cannot just change providers.

  All unit repairs are currently being worked on and the internet is back up and running. As of 10/19/21, I have no response regarding my email to resident sent on 10/18/21 asking for clarification on any additional maintenance requests.
  

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