A-TX Property Management

Mr[redacted] , I apologize for the circumstances that occurred when you applied to our property on BermudaI do believe sir that there was a circumstance of misunderstanding on your application On Monday March at 1:47pm you applied to our property on BermudaWe received your Application Documents that same dayWe noticed and were informed by your agent Becky that your son was 18years old and he needed to also applyWe in fact were processing your app in terms of collecting income for both you and your wifeWe placed a note that your son had to applyWe also notified your agent that we had over applications that came in over the weekend on multiple properties and our processer was working on getting to your application but was processing applications as they came inThis is where I believe miscommunication occurredYOU WERE THE ONLY APPLICANTS for Bermuda, however we had other apps to process on other propertiesTuesday, March 10th at 2:21pm your son [redacted] applied onlineWe told your Realtor that we had to have the Application documents from him in order to go forwardWednesday, March at 10:51am the documents were received and we notified your agent we in fact received the docs and we would begin processing your son within the hourWe also stated we would be processing your rental histories next and that is what we have to wait onYour agent called us times that day and at 4:25pm she called to tell us you wished to withdraw your applications and move to a property manager that would guarantee a 24hour turnaround timeI see you moved into the property on [redacted] on Friday March 13thHad we been able to finish processing your application on Thursday, it could have been feasible to have you move into the Bermuda home on FridayYou withdrew your application before we finished processing itIn your complaint you wrote “They failed to process application as they said they would then did not following leasing protocol, they overcharged us on the application fee, they liedAll these grievances caused us, our realtor undue anxiety, frustration and money!!!!” I have to disagree with you sir as our office most certainly followed protocol as I supervised the processing and even offered my assistance to our processor who as I stated earlier had applications on her deskWe always follow rules and protocol and that is why we were not able to process your application as soon as you all had wished for us tooApplications take roughly hours to complete and sometimes later since your rental history is dependent on your landlord respondingWe never guarantee anything while processing applicationsIn terms of your statement “they lied and we over charged on the application fees”, this too sir is inaccurateWe cannot control what you pay online for an application feeYou sir entered the $fee and not anyone from our firm, the system generated the $because you applied both you and your son on the application and the system generated $just as it had for you and your wifeI sent the overpayment of $to your prior address we had on the application to [redacted] ***This was done on Friday 13thI am sorry you were so frustrated and had anxietyI am glad it seems you found a home and it all worked out for you all Understand that each property manager has its rules and terms of application and we sir will never be the company to guarantee any process timesWe most certainly will always follow protocol and follow the rulesI am sorry this was not to you or your Realtors liking but this is how we run our businessThe application packet you all signed, the MLS instructions your Realtor is given and the Application itself states our application fees are Non-RefundableHowever since you all had such frustration and anxiety over the process we have decided to happily refund your feesThe refund will be processed on Friday March 20th as this is when Accounts Payable is processedSince we already sent you the $overpayment, your check will be for $Attached is the Application Packet again for your reviewRegards, [redacted] ATX Property Management

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.
However, my first impression of this business has not changedI will not recommend or do business with them again.
Regards,
*** ***

[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 for the circumstances that occurred when you applied to our property on Bermuda. I do believe sir that there was a circumstance of misunderstanding on your application.  On Monday March 09 2015 at 1:47pm you applied to our property on 220 Bermuda. We received...

your Application Documents that same day. We noticed and were informed by your agent Becky that your son was 18years old and he needed to also apply. We in fact were processing your app in terms of collecting income for both you and your wife. We placed a note that your son had to apply. We also notified your agent that we had over 26 applications that came in over the weekend on multiple properties and our processer was working on getting to your application but was processing applications as they came in. This is where I believe miscommunication occurred. YOU WERE THE ONLY APPLICANTS for 220 Bermuda, however we had 26 other apps to process on other properties. Tuesday, March 10th at 2:21pm your son [redacted] applied online. We told your Realtor that we had to have the Application documents from him in order to go forward. Wednesday, March 11 at 10:51am the documents were received and we notified your agent we in fact received the docs and we would begin processing your son within the hour. We also stated we would be processing your rental histories next and that is what we have to wait on. Your agent called us 5 times that day and at 4:25pm she called to tell us you wished to withdraw your applications and move to a property manager that would guarantee a 24hour turnaround time. I see you moved into the property on [redacted] on Friday March 13th. Had we been able to finish processing your application on Thursday, it could have been feasible to have you move into the 220 Bermuda home on Friday. You withdrew your application before we finished processing it. In your complaint you wrote “They failed to process application as they said they would then did not following leasing protocol, they overcharged us on the application fee, they lied. All these grievances caused us, our realtor undue anxiety, frustration and money!!!!” I have to disagree with you sir as our office most certainly followed protocol as I supervised the processing and even offered my assistance to our processor who as I stated earlier had 26 applications on her desk. We always follow rules and protocol and that is why we were not able to process your application as soon as you all had wished for us too. Applications take roughly 48 hours to complete and sometimes later since your rental history is dependent on your landlord responding. We never guarantee anything while processing applications. In terms of your statement “they lied and we over charged on the application fees”, this too sir is inaccurate. We cannot control what you pay online for an application fee. You sir entered the $90 fee and not anyone from our firm, the system generated the $90 because you applied both you and your son on the application and the system generated $90 just as it had for you and your wife. I sent the overpayment of $45 to your prior address we had on the application to [redacted]. This was done on Friday 13th. I am sorry you were so frustrated and had anxiety. I am glad it seems you found a home and it all worked out for you all.  Understand that each property manager has its rules and terms of application and we sir will never be the company to guarantee any process times. We most certainly will always follow protocol and follow the rules. I am sorry this was not to you or your Realtors liking but this is how we run our business. The application packet you all signed, the MLS instructions your Realtor is given and the Application itself states our application fees are Non-Refundable. However since you all had such frustration and anxiety over the process we have decided to happily refund your fees. The refund will be processed on Friday March 20th as this is when Accounts Payable is processed. Since we already sent you the $45 overpayment, your check will be for $135.00. Attached is the Application Packet again for your review. Regards,[redacted]ATX Property Management

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

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.

I actually have more than one nature to my complaint, but they are definitely advertising a price they are not honoring. So I will start with that. The web site is advertising that they charge $40 per person to apply to lease their property, but they are charging $45. When we called to tell them, they simply denied it and said we must have looked at the site wrong. So I am cutting and pasting directly from their web site to show you that they are stating the charge is $40 per person to apply:

Application/ Processing Requirements…

1. Complete Application: ANYONE over 18 years of age must fill out an application. No Exceptions. Please apply online at www.atxmanagement.com. Find the property & click apply. Tenant needs to use the Realtor as the Reference Name. Incomplete applications will NOT be processed. Home will stay on the market until a lease is actually signed. We take the Best Application.

2. Copy of Photo ID: Provide Positive picture ID as required by the Federal Trade Commission (FTC).

3. Monies: $40 Non Refundable App for Each Adult and ½ Security Deposit. DO NOT COMBINE THESE FEES. Once approved, you are required to bring in ½ Security Deposit with Certified Funds only (Cashier Check or Money Order).

4. Employment: Last two months pay check stubs. Must prove YTD totals. We only look at NET income.

5. Delivery: Due to Identity theft and our office policies, we will NOT accept an application via Email or fax. These documents are CONFIDENTIAL. We have a drop slot located in the front door or you may come in M-Th. 9-5pm or F 9-3pm. [redacted]

Rental Qualifiers… (If any one of the below listed are not met to our standards your application will be

We were charged $90 to apply to lease one of their properties, and the only two adults in our household are myself and my husband. So we should at least be refunded $10.

But I don't want to stop there. I have proof that we sent all requested paperwork to their office on Friday, 2/21/2014 to their e-mail address. We received an e-mail from them confirming that it had been received and that they would be getting back to us Monday, 2/24/2014. When our realtor called them on Monday afternoon, they denied that they had received any paperwork from us other than the online application form from their web site. We were understandably concerned and chose to withdraw our application at that point because these people really don't seem to have their act together and we didn't want to be stuck doing business with them for the rental period. But because they were claiming they hadn't even received the necessary paperwork, we knew they had not done anything to process our application; therefore, we see no reason they should be entitled to our money. When we called them, they were rude and pushy and interrupted my husband. They did not seem the least bit interested in listening or trying to work anything out, everything was our fault and our own misunderstanding. So it seemed a good idea to send you the proof I have. I will be happy to forward you the e-mail that we initially sent them with all of the paperwork if that is needed.