512-Society, Real Estate & Management

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 Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: I sent the pictures over to [redacted] as she requested Still pending a result Regards, [redacted]

Complaint: ***
I am rejecting this response because:I complied with the lease by changing the air filter every month.
Regards,
*** ***

Mr***, I appreciate your letter informing me f the events that you have experienced while renting your property from our officeOur tenant rental experience is a high priority to usWhen renting property, it is sometimes difficult to understand why managementcompanies perform
in such a way that leaves you the tenant feeling mistreatedOur office wants to help you better understand why we have to make certain choices and why at times “our hands are tied.” Per your Texas Residential Lease Contract, rent is due on the 1st of the month and is late on the 4th. You contacted our office via your online portal Message Board at 11:00pm on the 3rd (After business hours and hour before rent was considered late). I responded to your message on the next business day (The 4th) and explained we cannot waive late fees due to you not being able to pay online (this would void out sections of your lease contract)The online service is merely a convenience and we do not have to provide such a serviceThis online system is a 3rd party payment company and they do not have the capabilities of allowing transactions as this is there company policy and this is why they only allow one bank account to be added to your account Upon signing up for the Online payment, these instruction and policies are given to you (via their online agreement screen) and before the finalization of the account they ask you to read the policies and check that you agree to its termsNo one in our firm is allowed to waive late fees as this would void out your leaseWe offer multiple payment options within our firm i.eOnline, Mailed, Drop Off Slot at our office and in Person during business hours Monday through Thursday 9am to 5pm and Friday 9am to 3pm in our lobbyI appreciate your suggestion in regards to notifying tenants of the online payments “do and don’ts” however, we do not want to specify its terms as this is not our policy but the payment systems and they do changeThis is why it is always important to read the policies screen before agreeing to termsYour lease states that rent is due on the 1st and late on the 4th. If rent is not received on the 3rd a Notice to vacate is Mailed to youWithin those additional days if you do not pay rent or move out, we will file eviction paperwork with the courts by law (per your notifications)You came into the office and paid your rent on the 14th, days after your initial late fee and the notices sent by our office both by email and mailFor this reason, we will not be crediting your account by the $youare seeking in your Revdex.com complaint requestFinally, in regards to the HVAC repair you were charged for this repair due to your lease stating you are required to Change your AC Filters monthlyYour AC Filter was found very dirty and had clogged the main line causing the system to clog and the HVAC tech had to blow out the line and clean the coilsThe AC filter is a responsibility of yours while occupying the property per the leaseYou emailed our office on October 3rd at 2:26pm and wrote that you would be filing a Revdex.com complaint since we did not give you enough noticeOur office Manager Charlotte Cross, wrote you on October 4th that we would work with you on a payment plan, and to call usYou did not call or set up a payment planThe owner of your property agreed to allow a payment plan (as we do not own your property, we have to discuss such matters with the owner herself)I apologize that you have had a hard time with the payment options and your HVAC Bills but we are required by law to abide by laws set forth in your Residential Lease contract and cannot waive such laws to accommodate late pay and negligenceWe are here to answer any questions you have and will work with you on things we have control of making exceptions onWe are not in the business of making your rental experience difficult and we hope you understand we are required by law to abide by such policies while renting you the propertyPlease feel free to contact us anytime if you have further questions about anything regarding yourlease, your property, etcWe are here to helpHave a blessed day

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.
Regards,
[redacted]

Mr. & Mrs. [redacted], I apologize you did not hear back from me. I wrote Scott on 08/17/2015 and our last email asked that he give me details and I never heard back from him. I did not follow up on his response as I left for maternity leave, and everything “work related” slipped my mind. In...

your complaint, you stated you waited many weeks for the return of your deposit. We mailed you the calculation on 07/22/2015. Per the Texas Property Code, we have to notify you of charges within 30 days at the end of the lease (your lease ended on June 30, 2015).   Before, you moved into the property our client; [redacted] (the homeowner) replaced all the flooring, re-painted the entire home, and performed a lengthy make ready. The repairs were close to $6’000.00. Since [redacted] spent so much money on the property, it stated in the MLS and all other advertising that Pets were NOT Allowed. However, later to our knowledge, your family had pets in the property. You stated that you were not notified of the items required of you at move out. Move out Procedures are provided to you on the Policies & Procedures Addendum you signed as well as the Lease under Section When Moving Out. We ask all tenants to return verifiable receipts for professionally cleaning, carpet cleaning, and Pest Control.   You did use our recommended vendors and we appreciated that very much. You were not billed for any of those items. You were billed for a Pet Fee, Labor for many items not handled before you moved out such as Bulbs. Broken Blinds, Broken Toilet Paper Holder, Disabled Smoke Detectors, door stops, Garbage Disposal, Weather-stripping – chewed by pets, and Painting of the AC Vents. You were also charged for the AC Service since you did not replace the AC Filters each month as required in the Lease. These items should have been taken care of prior to your move out. These items were not listed on the Move In form you filled out after taking possession. Also looking back on your account, I do not see a request for a Dishwasher Repair? I see one for a leaky shower head but nothing about a Dishwasher. A Dishwasher repair was NOT charged to you. I am not sure where you saw this but looking over your statement (which I have attached) no charge for a dishwasher is present. You stated that our office called you and told you that you were getting your deposit back. After speaking with Charlotte, she stated she said she told you could expect to see the deposit return within 30-days, not saying any specifics on an amount. The maintenance tech that was sent to the property spent a total of 8.5 hours on items that should have been replaced or repaired before you move out due to damages caused by you or your guests and pets. I have included the Technicians work order and notes as an attachment to this response. After my thorough review I only see 1 item that needs attention and is refundable to you. You were charged for Rent for 1day. This charge will be deleted and credited to you. The account shows that $30.86 is still due towards the HVAC since the deposit was used elsewhere. The 1 day of rent ($51.66) will be applied leaving you a credit and refund of $20.80 Again, I apologize that I did not follow up with you. After reviewing the Move out inspection, your move in form, and seeing notes from the technicians it remains that these charges against your account are valid. (PLEASE Give me your forwarding address) [redacted] A-TX Property Management

[redacted] I see on emails that you emailed my staff you had photos of the filter. Do you mind forwarding those to me as well. I am not in my office and I am trying to get this resolved.  Regards, [redacted]

Please see our attached pdf Response with 2 photos.

Mr. [redacted], I apologize that no one has returned your calls. I personally have been out of the office on Maternity Leave and have not been made aware of this issue until now. Please save my email so that in the future if you have any problems getting a response, you know you can reach me...

([email protected]). In your lease, it does so state to change the filters monthly and that if you are found negligent of the property, etc we may at our discretion charge you for any damages and that the charges are to be paid before rent can be applied. (Section 13.1, 13.4, 32.1, 32.5) In direct response to the AC Filter being dirty. I am requesting the A/C Co. send me photos of the Air Filter so that we may determine the overall condition. If we can not see that it is dirty or if the Co. does not have a photo as proof then we will gladly remove these charges. If it is found that the filter was beyond the 30 days (being filthy) then we will have to let the charges stand. If the AC Filter is left dirty it can cause the condenser coils to become dirty and the AC's main drain line to become clogged. This is why it is Required that you change the filter monthly. Please allow 3 Business days for a response to this issue as I am waiting for the tech to get me the photos (if they have them).  [redacted], V.P.

Complaint: [redacted]
I am rejecting this response because: I sent the pictures over to [redacted] as she requested.  Still pending a result.
Regards,
[redacted]