Carrier-4 Data Centers

Since there were so many allegations made by Ms [redacted] ***, we chose to respond to each one in RED belowI am a resident of the Pine Shadow Apartments in Silsbee, TexasI have asked to speak to the Manager, [redacted] , but to no availThe day I moved in I was told by the apartment maintenance man, [redacted] , that he was also one of the complex managers and offered to waive my pet feeThere is no truth to Mr [redacted] being any part or parcel of Ace Rental Management and he is not even the apartment maintenance man He is the lawn maintenance man who occasionally does minor maintenance tasks if the Ace Rental Management office staff makes the request Mr [redacted] has no authority to waive a pet fee or make any decisions regarding the apartment complex any more than the bag boy at Brookshire Brothers has the authority to give food away for freeHe helped me move in all of my belongings, along with my son's go-cart as well as my dog (Ukie)Mr [redacted] claims that Ms [redacted] asked him to help her move stuff to the apartmentI paid him $cash to help me move inThe day I moved in (June 22, 2016), the apartment was filthy with dead bugs all over the floor, in the closets and inside the kitchen cabinetsThe floors were covered with saw dust and had not been swept or mopped prior to my arrivalThe toilet had black residue that appeared to be mold inside and around the rim, and the air conditioner was broken and not operatingI reported the filthy apartment to [redacted] and she came to view the apartment's conditionShe cleaned the toilet and then left the rest to meA cleaning lady was instructed to clean the apartment before Ms [redacted] was scheduled to move in and she did not report to the office her inability to do so which resulted in this embarrassing and unusual situation In contrast to Ms***’s account above, when [redacted] was notified of the situation she immediately went to look at the apartment According to Ms [redacted] , there was some accumulated dust on the floor along with a half dozen dead insects in the apartmentWhen she saw that the floors were not clean and a few dead insects were scattered about she told Ms [redacted] that she would clean the apartment if she would give her a few minutes Ms [redacted] went and procured some cleaning products and went back to clean the apartment She cleaned the toilet (which had never been used since it was newly installed but had developed a mildew ring from stagnant water) and swept the floor at which time she needed to procure additional items to mop the floor Ms [redacted] told her “don’t worry about it girl” I just want to move my stuff in and pick up my son According to Ms [redacted] , Ms [redacted] did not want her to do any additional cleaning even though Ms [redacted] was willing and able to do so [redacted] insisted that she would clean the apartment but Ms [redacted] insisted otherwise My son and I could not stay the first night in the apartment due to the extreme heat conditionsI stayed as long as I could to clean the apartment, and [redacted] instructed me to call a company out of Kountze to repair the A/C unitThat was definitely not my job! We agree that this is not her job nor is it Mr [redacted] job to answer these types of questions or give this type of advice although I believe he was trying to be helpful During the lease signing process ALL tenants are told more than once that all maintenance issues must be reported to and managed through the Ace Rental Management office It is spelled out specifically in the lease itself All AC units are brand new but some like this one have been sitting unused in a vacant apartment for up to years while Ace Rental Management has been working to lease up the apartment complexThe A/C was repaired the next daySince day one, I have been sexually harassed by [redacted] the maintenance manAs soon as we were made aware of this allegation, Ms [redacted] was instructed to get with Ms [redacted] and see what her story was and to obtain copies of any proof she had We were sent partial strings of seemingly endless texts between Ms [redacted] and Mr [redacted] It was discovered that she and Mr [redacted] continually communicated via text which seems strange since her claim of sexual harassment started on the first day Most of the texts seemed quite mundane and none of it seemed to indicate sexual harassment Of course we cannot ascertain context of most of these statements and the text strings only appear to be partial in nature We state again that Mr [redacted] is not the maintenance man He has a very limited number of tasks he is able to perform due to his skill set and these tasks are only to be performed by Mr [redacted] if the tenant calls the request into the office and the Ace Rental Management staff instructs Mr [redacted] to take care of the matter This man lives in the apartment complex and is supposed to keep up with the maintaining of the resident's lawns and handle any maintenance problems that may ariseWhen I asked him to fix things in my apartment or keep the lawn maintained, he made sexual advances toward meAgain, Mr [redacted] is not authorized to handle maintenance items unless they are called into the office by the tenant and he is asked to do so by Ace Rental Management staff It is clear that Ms [redacted] asked Mr [redacted] to make repairs to her apartment based on the partial string of text messages exchanged between the two What is not clear is why Ms [redacted] is asking Mr [redacted] to do anything directly since she was told, as all tenants are, that all maintenance requests must be reported and handled through the Ace Rental Management officeIn regards to the assertion of sexual harassment, we have not been able to ascertain via the emails Ms [redacted] provided, any statements to validate her allegations After reading through the emails Ms [redacted] was instructed to inform Ms [redacted] once again as to how maintenance items are to be reported to Ace Rental Management and not Mr [redacted] We asked her not to text, call of email Mr [redacted] for any apartment complex related items and Mr [redacted] was instructed clearly not to respond to any requests by any tenants including Ms*** Mr [redacted] should have known this already and so should Ms*** Mr [redacted] was instructed not to text, call or email Ms [redacted] any more for any reason I would constantly turn down his advances, and in return he has neglected my lawn and ignored numerous requests for repairs in my apartmentWhen her complaint about retaliation regarding her lawn not being cut along with the rest of the complex came into the office, Ms [redacted] was instructed to check it out which she did either the same day or the very next day She found no difference between the grass around Ms***’s apartment and the others in the same cul-de-sac The apartment weed eater broke and the owner had to buy a new one to replace it which took a couple of weeks to be coordinated He since then has reported that I have a dog and a go-cart for my son at my apartmentThe dog was not authorized to be there and the go cart was not authorized to be in the apartment complex If Ms [redacted] wanted an approved dog in her apartment, she would have been required to put down a pet deposit just like any other tenant This is always discussed during the application process and on Ms***’s application she indicated she had no dog She claims that Mr [redacted] gave her permission and waived the deposit This story does not seem realistic as she should have indicated she had a dog and what breed on her application before she would have even met Mr [redacted] Not to indicate the pet on her application was being dishonest and makes a person wonder what she may or may not have talked with Mr [redacted] aboutAdditionally, a drive by inspection (occurred on September 5th by the owners) of the outside of Ms***’s apartment found that she had a trampoline installed on the lawn immediately adjacent to her apartment This is not an acceptable apparatus in any apartment complex due to the liability involved It is one more evidence of Ms [redacted] acting in a manner that is not in keeping with typical protocol within the apartment complex Now [redacted] , Ace Rental Management representative, is requesting a pet deposit and that I remove the go-cart from the premises, when in fact, [redacted] verbally waived the pet fee claiming to be one of the complex managers on the day of my arrivalIt is obvious that Ms [redacted] was in communication with Ms [redacted] , by her own admission, when she claimed in the first segment of this complaint that she was not able to speak with [redacted] This is just one more inconsistency in the plethora of issues Ms [redacted] has raised in this complaint This is the Ace Rental Management protocol and it is exactly what is expected when a person tries to sneak in an unauthorized pet As previously stated, Mr [redacted] does not have any authority to respond to any of the requests Ms [redacted] made I called [redacted] ***, owner, on August 18, around 8:00pm and left a message for him to contact meHe responded with a text message much later that night telling me to speak with Ace Rental Management about any problems or concernsMr [redacted] responded as soon as he got the text message following some extended chores on his farm pertaining to some sick livestock He does not carry his phone on his person on the farm due to the dirty and often wet nature of his work there He responded with the following entire text “Mrs***, I have hired Ace Rental management to manage the apartments in Silsbee for my company Please direct all of your questions or comments to them If they need me to get involved, they will ask me to do so I do know that they have procedures for various tasks they perform from tenant approvals to lease signings to apartment complex rules and expectations They are expected to follow these as you are expected to abide by the conditions delineated within the lease agreement I respectfully bid you good night Aug 10:PM.” I have text messages and video involving incidents concerning [redacted] and his advances toward meWe have seen no such video or any damning text messages to dateMs***, please provide clear evidence that Mr [redacted] is sexually harassing you and we no longer use him as an independent contractor at the apartment complex This specific remedy was expressed to [redacted] when she was instructed to talk with you both about this situation and to get any evidence from you showing sexual advances or harassmentNo definitive evidence has been produced for the review of Ace Rental Management to dateThis needs to be looked into immediately because I pay my rent on time and don't deserve to be treated like this by [redacted] or Ace Rental Management for that matterI will not be sexually harassed or retaliated againstAce Rental Management took immediate action to start an investigation of this matter in cooperation with Ms***, but no clear evidence has yet to be providedAce Rental Management is not and never will retaliate, but we do need evidence before terminating a contract workers job functions and that has yet to be provided [redacted] is a man who claims to be one of the complex managers and is allowed by Ace Rental Management to sexually harass residents and not be held responsibleI would not recommend this apartment complex to any single woman! He is not and never was an employee of Ace Rental Management Anyone could possibly make this type of claim, however Ms***, like all other tenants Ace Rental Management places, is instructed multiple times during the lease signing process how maintenance works No one, without exception, is told to report issues to someone on sight or to a neighbor or a stranger Just because someone comes to cut my grass or help me move when asked, I do not call them to come unstop my toilet or paint my house or put on a new roof If we could get some type of evidence that sexual harassment was occurring, Ace Rental Management would swiftly deal with getting rid of Mr [redacted] Unless we can get some proof that this was or is actually taking place, we will have to wait until we do get some evidence or at least it is made clear in some wayI would like for Ace Rental Management to contact me via phone or in person to discuss these issuesI would like for repairs to be made in the apartment and the lawn maintained and the sexual harassment/retaliation to stopWell, after being told by [redacted] from Ace rental that they would compensate me two days rent and [redacted] would be gone, I returned home on 8/23/to a letter from Ace Rental, stating that [redacted] is contracted out and basically it's not their problem! Ms [redacted] was never told that Mr [redacted] would be “gone”, she was told to get copies of any evidence and it would be reviewed If the evidence showed that Mr [redacted] was involved in sexual harassment, then of course his work within the complex would be terminated This is a gross mischaracterization of the official letter from Ace Rental Management and the communication provided by Ms [redacted] The letter was sent to inform Ms***, yet again, how maintenance works in the apartment complexMs [redacted] was told to get any evidence Ms [redacted] had regarding her allegations and to let Ms [redacted] know that if evidence existed proving Mr [redacted] was sexually harassing her he would be discharged of his contractual duties So when I texted ***, like I always do, I was told not to text or call again, to call the officeWhen I called the office no one responded, because obviously [redacted] is over the Silsbee complexMs [redacted] has made a repeated habit of contacting people directly which is contrary to expected and accepted protocol She has done this with Mr [redacted] , Ms [redacted] and various vendors associated with Ace Rental Management including Perfect Air and MrDavid Girouard (maintenance contractor) Ace Rental Management employees are not to make a habit of using their personal cell phones for work purposes This is done on rare occasions and should be avoided in all instances where possible Everyone within the Ace Rental Management offices has a responsibility to handle their respective areas of expertise Ms [redacted] is just one person that handles tenant related issues for the apartment complex Others are capable of doing the same thing Ms [redacted] does not handle maintenance Ace Rental Management has a department for that and all tenants are instructed multiple times during the lease signing process how this works and they are provided the contact number for the office So, since I feel unsafe with the break ins and having the maintence man having a key to my place, I'm asking for the money I had to spend moving in and having utilities turned on plus moving fees, this just isn't a very safe place for single momsI sent the Owners wife a text on 8/23/asking for my money back on cost I have had to incurr to move here with no response yet There were no “break-ins” per say There were a couple of teenage girls that lived in an apartment at the front of the complex that were attracting young men and they kicked in one of the apartment doors in the back of the complex to engage in coitus This family has been forcibly evicted because we do not tolerate destruction of property or breaking apartment rules The owners have been aware of the allegations and numerous assertions They have tried to conduct a thorough investigation of the plethora of items Ms [redacted] has complained about The allegation of sexual harassment was looked into starting the day that it was submitted Unfortunately, to date Ms [redacted] has not produced any definitive evidence to back up her claimsAce Rental Management, along with the owners have looked into the various claims with due diligence and found all but the condition of the unit at moto be thus far unsubstantiated Even though the unit was admittedly not at the level of cleanliness Ace Rental Management would expect, Ms [redacted] has grossly overstated the factsAs previously stated, Ace rental Management was instructed by the owners to provide Ms [redacted] with two days of rent free of charge to compensate her for the A/C matter and the condition of the unitEven though all of these units are brand new on the inside, when they sit for months some dust and a few bugs tend to accumulate on apartment surfaces This would have typically been addressed by a cleaning contractor, but that person failed to get the unit clean in time and did not report that to the Ace Rental Management office staff This, we take full responsibility forI think I at least deserve that after what I've been throughAce Rental Management has already offered Ms [redacted] the only remedy that will be offered short of further evidence provided by Ms*** That remedy consisted of two days of compensated rent for the unclean apartment and AC unit that needed minor attention due to its long period of dormancy

Ace Rental Management, LLC DID NOT MANAGE the HOA for Kensington from the dates of September 1, through September 1, as postulated in the accusations levied by Mr***. For the record, Ace Rental Management, LLC did manage Mr***’s units during this time period which is an
entirely different matter. As was discovered from the investigation conducted by Ace Rental Management, LLC resulting from this complaint, this matter has been litigated in court and Ace Rental Management, LLC was not a party to this litigation nor was the company informed in any way regarding the matter until Monday, September 19, 2016. All HOA funds were remitted by Ace Rental Management, LLC to proper authorities as directed by the duly elected President of the HOA which followed the orders of Judge *** *** who had jurisdictional authority regarding this matter. Ace Rental Management, LLC had nothing to do with the placement of any dumpster on or adjacent to this property at any time in the past. Any further allegations or requests made by Mr*** pertaining to this matter need to be rightfully directed to the President of the HOA which is Mr***

Complaint:
I am rejecting this response because:Ms*** concedes that she received my email on June 10, If she were really concerned about her clients whose properties she manages, why did she not respond promptly I waited two weeks to hear from her before filing a complaint with the Revdex.com Apparently, it takes a complaint to the Revdex.com for her to respond She states that after their investigation, it was discovered that that no management contract existed between Ace and myself She further goes on to states that upon this discovery she instructed the maintenance manager to schedule an inspection of my house If no management agreement existed as she claims, why would she feel compelled to order an inspection of my property? I spoke with ***, the maintenance manager, on the same day as I sent the email to Ms*** assured me that she would arrange the inspection as soon as possible and was hoping it would be completed by the end of the following week I suspect that the inspection was completed due to my phone call rather than due to Ms***'s belated instructions. Ms*** states in her response that the contract Ace Rental Management has in place is a one time lease contract, not a management contract If that were the case, why am I paying a monthly management fee of $per month? I would be interested in what contract Ms*** is referring to and what contract they have been operating under since May As Ms*** stated in her response, I was undecided as to what type of service I wanted initially and I did not make my final decision until my house was rented in early May The house rented very quickly (I believe it was under contract in less than two weeks after it was first listed with Ace) and the renters were scheduled to move in within a weeks time All of this happened at a time when my husband and I were preparing to leave on vacation *** ***, the property manager, and I spoke by phone and she assured me that it would be okay to complete all of the necessary paperwork when I returned from my trip On May 29, 2013, Ms*** sent me the contract by email and requested that I sign and return back to her I signed the contract and sent the scanned forms back to her on June 6, I have retained a copy of the contract and all of the emails for my records If the Revdex.com or Ms*** would like for me to produce copies of all of these documents, I will be happy to do so. As for the late payments, most of the rental payments sent to me have been postmarked by the 11th or 12th of the month A few were on the 13th and a few were on the 14th I know that Ace can't control how fast the post office delivers this mail to me but as I stated in my complaint, I usually receive my check after the 15th of the month Also, as previously stated, my main concern was the lack of inspections Ms*** offered me two options in her response Option one was for me to sign a rental management contract This was already done and sent to the company on June 6, The agreement specified that the company would conduct inspections every six months I also specifically requested inspections every months This was spelled in my email to *** *** and written on the contract as well I would have been satisfied with the month inspections but this was obviously not done So we are back to the original request in my complaint, I would like a partial refund of the management fees as previously requested
Sincerely,
*** ***

Firstly, I would like to say that Mr*** *** was an excellent tenant while renting from Ace Rental Management He paid on time and was not in the habit of ever paying late That being said, Mr***, with no prejudice or malice has cost me unnecessary time and energy responding
to a complaint that is a direct result of his own ignorance In no world will a utility company allow a person or company to turn off someone elses utilities If they did it would be create chaos as people would be maliciously turning off other people's utilities that they did not like just to cause problems Granting that Mr*** was ignorant of this general fact, taking this matter to the Revdex.com has costs us a lot of time and energy unnecessarily This coupled with fact that he has threatened and slandered my company is really unacceptable.Ace Rental Management employees would not ask a tenant to leave their utilities on indefinitely and we know that utility companies will not allow us to turn off someone elses utilities An email from Entergy is attached as an example noting that we subscribe to the Automatic Turn On Program for that property This is the same service we use for nearly all of our properties Utilities are transferred/turned on in our name only after the tenant puts in a turn-off request which is what eventually happened in this case although it took a very tortured path When Mr*** contacted our receptionist she told him that the utilities had been transferred because that is what she was told be our employee that handles utilities The employee who handles utilities knew the electricity was on and assumed that the automatic turn on program had switched the bill to our name because it was already two weeks into April In every other case but this one, the statement would have been correct because we have never had a tenant leave utilities on with the assumption that we would be able to transfer them into our name Mind you, the transfer happens automatically and does not require any involvement on our part due to this program The 30-Day Notice attachment shows language that Mr*** agreed to by signature stating that he was to leave utilities on for days following the date on which he was supposed to vacate the propertyIt is expected that the tenant tell the utility companies when they call for a disconnect to inform the company to leave them on till a specific date at which time they are turned off This is just a misunderstanding on the part of Mr*** The questions he asked over the phone later in April were not clear enough to the receptionist for her to diagnose the fact he did not know his responsibly was to turn the utilities off himself.The attached Move-Out Calculation shows that Mr*** left the unit is good clean condition That is why he is getting his entire deposit back It is not his underlying threat that has prompted Ace Rental Management to refund this money which is legally his unless we have cause to keep some or part of it It is the fact we are an ethical company that works hard to follow the law and our procedures This is coupled with us desiring to always do the right thing We do not appreciate someone besmirching our name as a result of their own ignorance as Mr*** has implied in the later part of his complaint statement This happens too often with apologies far and few in between As indicated on the Move-Out Calculation form, Mr*** will receive all of the $1,deposit back This will be mailed within days of the move-out date as required by law.Since the utilities would have been in our name if Mr*** would have done his part in requesting a disconnect, we will render payment for any utilities that were used from April 4th through the cutoff date In order for Mr*** to receive this reimbursement, he will need to contact our office when he receives these bills and bring them specifically to me (*** *** - Owner of Ace Rental Management) on a day when I will be in the office I will handle this transaction face to to face If this condition is not acceptable to Mr*** then the utility reimbursement will not be made as they were left in his own name by himself

To Whom it May Concern,The first time I was aware of Ms*** concerns was on
Wednesday, June 10, when I received her email. After our investigation into the matter we
discovered that no management contract existed between Ms*** and Ace
Rental ManagementThe management
contract is designed to clearly establish an
understanding between Ace Rental Management and our client
Upon this discovery, I instructed our maintenance manager to
schedule an inspection of Ms*** property as soon as practical. An inspection was completed and Ms***
was contacted with an update regarding her property’s condition on June 26th. The inspection found the property to be in
excellent condition
The contract that Ace Rental Management has in place with
Ms*** is a one-time lease contract not a management contract. A one-time lease contract has a requirement
for one inspection prior to leasing a property.
Ms*** initially only wanted us to lease up her property and turn
over the tenant for her to manage personally.
According to our property manager, Ms*** called her while she was on
her way out of town for vacation and stated that she had a change of heart and
would like for us to manage the property.
She followed that statement up by stating that she would take care of
the required paperwork upon her return from vacation. Ms*** never did come in to complete the
management contract paperwork
Regarding the matter of inspections, there is no agreement
in place that states the requirement of or frequency for periodic inspections
at this specific property. When we first
started our business in October of we did offer month inspections to
some of our clients. Several years ago
this policy was changed to provide for periodic inspections with no specific
intervals. This policy was in place long
before Ms*** ever came to us for any service. Since she has never signed and agreed to a
management contract there was never an understanding as to any periodic inspection
frequency whatsoever. Since no
management contract was ever signed between both parties, inspection of her
property did not get placed on our reoccurring inspection list. The management contract execution triggers a
property to be placed on the inspection list
In regards to Ms*** claiming to receive her payments
late in the month, it has always been our company policy to pay owners after
collecting rent and ensuring payment to vendors. All owners are processed at the same time
independent of when their tenant’s pay their rent. Vendors are paid by the 9th day of
each month and owner checks are prepared and mailed between the 10th
and 12th of each month depending upon where weekends and holidays
fall. All property owners are paid in
this manner which does not directly tie to the specific dates a tenant pays
their rent. If a tenant pays their rent
after the 10th, we make every effort to process the owner’s check as quickly as
possible since nearly all vendors and owners have already been paid and time is
available to do this. Ms*** is
treated in the same equitable fashion that we treat all of our other valued
clients
As a point of interest regarding Ms*** claim that her
tenants normally pay by the 3rd of each month, these specific tenants
have paid late times in months. In
comparison to other tenants we manage, there is no reasonable way to claim that
this historical payment performance represents tenants that normally pay by the
3rd of each month. Again, let
it be made plain that no owner receives their check until the middle of each
month. This has always been our company
policy
Another point of fact regarding Ms*** claim that her
tenants normally paid on time is the fact that our finance manager at our
expense, sent Ms*** multiple checks in multiple months when her tenants
paid late to ensure that she received as much money as possible as soon as
possible in those months
In regards to a settlement offer, Ace Rental Management is
prepared to provide Ms*** with two options. Option one would be for her to complete a
management contract for the purpose of delineating all expectations both on the
part of Ace Rental Management and Ms***.
Option two would be for Ms*** to terminate all services that Ace Rental
Management currently provides her at the end of the month of her choosing. Sincerely,*** *** Co-owner of Ace Rental Management, LLC

Well, after being told by *** from Ace rental that they would compensate me two days rent and *** would be gone, I returned home on 8/23/to a letter from Ace Rental, stating that *** is contracted out and basically it's not their problem! So when I texted ***, like I always do, I was
told not to text or call again, to call the officeWhen I called the office no one responded, because obviously *** is over the Silsbee complexSo, since I feel unsafe with the break ins and having the maintence man having a key to my place, I'm asking for the money I had to spend moving in and having utilities turned on plus moving fees, this just isn't a very safe place for single momsI sent the Owners wife a text on 8/23/asking for my money back on cost I have had to incurr to move here with no response yetI think I at least deserve that after what I've been through

Complaint:
I am rejecting this response because: This was the first and only time I have ever contracted a rental management company to handle a rental property of mine I trusted that your company had my best interest at heart as well as that of any tenant that would rent my property When I signed the contract and returned it to ***, I thought that this was all I needed to do She indicated to me in the email she sent that this was all that was required I would think that your company, whose primary business is to handle properties would have followed through with whatever needed to happen from that point The fact that I was contacted when any maintenance issues occurred, my rental checks were forwarded to me, and maintenance/management fees were deducted monthly indicated to me that we have a valid agreement Now you are telling me that we do not Your company dropped the ball and took advantage of a novice home owner who trusted that your company was doing what it promised to do I do not think that I am being unfair when asking for a partial refund of the fees I paid you for the services I was promised by *** *** and the contract she sent me I did not write that contract....it was written by your company The information and services your company would perform was not only spelled out in the contract I signed but also was verbally described to me by your property manager *** *** I think that if you are a responsible business owner, you should honor your contract (written, verbal, or implied) I still contend that we had a valid contract and that your company did not hold up its end of of our agreement
Sincerely,
*** ***

Dear [redacted],I apologize for my delayed response.  Thank you for the opportunity to address this complaint.Please see the attached deposit to hold form.  This form, which [redacted] signed on March 22, 2016, is standard protocol in our office at Ace Rental Management and its sole...

purpose is to hold a specific property for an approved applicant.  Once this form has been signed we stop all advertising of said property and no longer show it to other potential applicants.  You will also notice that it says plainly in bold/underlined print that the fee is non-refundable if the applicant does not move in by the date stated on the form.  This fee is to be paid out to the owner of the property for the loss of opportunity to rent to someone else because it has been off of the market.  The only reason the fee would be refunded to the applicant is in the event our office denies the applicant which did not happen in this instance. Ms. [redacted] was not denied and also stated in her complaint that she backed out.Ms. [redacted] contacted our office back again towards the end of June inquiring about another unit.  She wanted to use the previous deposit that she paid to put down on a second unit.  She was told that the fee she paid previously had already been paid out to the owner of the property because she backed out.  Our Property Manager was willing to move forward to help her acquire another unit; however, because of her history of breaking a deposit to hold agreement in March, she was cautious about going through the process again concerned that Ms. [redacted] would back out again.  The Property Manager considered asking for double deposit but trying to be kind hearted then decided to ask for proof of the medical issue instead wanting to confirm that Ms. [redacted] had been true to her word as to why she backed out previously.  There was never a question as to her illness only to confirm that Ms. [redacted] was being truthful.  Once the Property Manager had been given what appears to be bloodwork, we can provide proof of this document if required, there was still concern because the dates on that paperwork were dated prior to Ms. [redacted] coming into our office and putting the deposit to hold down on March 22nd.  At this point our Property Manager did not feel as though she could move forward any further regarding her interest in this second property.Based upon the evidence we have and the facts in this case, we categorically deny the claim that Ms. [redacted] is making against our company.  We basically treated her with the same fairness and actions that would do apply to every other approved applicant that asked us to hold a property exclusively and signed the above referenced legally binding deposit to hold agreement.  This process is well within the guidelines and common practices utilized within our industry. Respectfully,[redacted]Ace Rental Management, LLC - Owner

Complaint: 11707706
I am rejecting this response because:   After the death of [redacted] we  (Kensington HOA) was left without a Board . Our By-Laws state in order to comply with the State of Texas  Condominium Act and the IRS. Under Chapter 84 & 85 of a Non -Profit HOA There must be at all times a Board Of Managers consisting of a there person Board. There duties are to Govern the HOA. To manage it. Under Article IV Board Of Managers Under Paragraph 1-16 in our By-Laws.  Under Article V. in our By-Laws Officers  Paragraph 1-7  it is the duty of the 3 person Board to elect a President  of our HOA not the other owners . The Owners only elect the Board which was done on 8/28/2015 . After the Board was elected Mr. [redacted] was never elected as the President of our HOA. I have documentation on 6/3/2015  a resignation letter from [redacted] where he resigned as President of our HOA in which he was never appointed By the Board. Pryor to the Board of Managers being elected He ellected himself illegally.  A letter was sent out to all owners the results of the tabulation committee the results of the Board of Managers election. A letter was sent to Mr. [redacted] of election results and to turn over all checking accounts and funds he had accumalated and to notify all those who are any way involved with Kensington HOA and notify them to turn over all funds and all documentation concerning the HOA. Such as Ace Management, City of Groves , Republic Services,  McNeill Ins. Leasing Ventures, Texas Best Lawn, Entergy, [redacted]. It is not the responsibility Of the Board Of Managers to notify [redacted]  affiliates. This was the responsibility of [redacted] to notify you and the other affiliates of the new Board of Managers that where elected to take over the Managing of Kensington HOA.   I will be more than willing to go over this information with you. it needs to be done before November 2 2016. After November 2, 2016 our Legal percedings will begin.    
Sincerely,
[redacted]  President Kensigton HOA

Complaint: 11707706
I am rejecting this response because:we the Board disagree.We are not accusing  and did not say that in our complaint if you go back and read. we did not say or accuse Ace of managing Kensington HOA nor will they ever !!!! manage Kensington HOA. Yet you admit in your reply that you do manage [redacted]' #6,7,8,10.  and in receiving those rents is included the HOA fees and you have been doing so . If you would have done your investigation you would have found on August 26 2015 election was held for the election of a Board Of Managers . 7 out of 8 owners voted and elected a Board of Managers. The only individual that did not vote was  [redacted]  (He does not want a Board) The Board then elected A president [redacted] . You have been miss  led. A letter was sent out Notifying [redacted] to turn over all account and check books and to notify all associates , ACe REntal Management , [redacted] , leasing ventures, to turn over all hoa fees and funds to the newly elected Board. As for the litigation in court Before Judge [redacted] the case involved [redacted] trying to sue me  for unpayed Hoa Fees to him . Judge [redacted] through out that case because I had paid my Hoa fees to our newly elected Board and not to [redacted] . it was not a case to determine if [redacted] was president . You have again been miss informed from [redacted]. You need to get your facts. Receiving those rents still make you liable for the HOA fees that are apart of thyose rents.  As for the dumpster I have in my posetion a bill from Republic Services this one dating back to 4/26/15 which shows a bill   made    out to [redacted] Place Townhomes (Ace Rental6829 [redacted] ln.(li) PO [redacted]  You have no dumpster there nor on the other 3 buildings around 6801 that has a dumpster that you Manage. The dumpster that is own our property is Yours  which makes you liable for the damages caused to our parking lot from Republic services. and for pryor funds spent out of our HOA account to do pryor repairs.. get your facts. [redacted] President  Kensington HOA

Mr. [redacted] nor any of his representatives/associates have ever approached any Ace Rental Management, LLC employee/owner to discuss the least of these issues whether they should be properly called allegations or accusations.  It does not seem right or just in any way to contact the Revdex.com or any other organization about these matters without discussing them even once with the people they claim are doing something incorrectly.  Until this complaint was filed by Mr. [redacted], Ace Rental Management, LLC had no prior knowledge of the alleged issues of wrong doing he notes in the complaint.  Additionally, we have never had any cause to question Mr. [redacted] or his truthfulness and that remains so today unless Mr. [redacted] has documents showing otherwise.  If clear evidence can be presented to Ace Rental Management, LLC that shows without dispute, a legitimate organization that is legally responsible for managing the Kensington HOA, then of course we would comply.  Until such occurs, we have no choice but to continue conducting our professional business in the manner that we are currently doing.  Furthermore, as previously stated, Ace Rental Management, LLC had no dealings with Republic Services regarding the placement of any dumpster on the Kensington property and we never have.  Paying a bill for a client like Mr. [redacted] does not constitute Ace Rental Management, LLC being responsible for placement of the dumpster any more than we control the specific items that are thrown into it by people that live in the townhomes.  Mr. [redacted] identified with Republic Services where he wanted the dumpster placed and we simply pay the monthly bill when it comes in.  This is done in the same way we might pay a client’s insurance premiums but we have nothing to do with any discussions with the insurance company regarding the specifics of the property coverage.  These details are handled between our client and the service provider.

Dear Ms. [redacted],We do not have an executed contract within our file for you at the Ace Rental Management office building.  We do have an email copy of the document you noted in your response that contains your signature.  It has multiple suggested language changes hand written on the contract as you noted. We do not execute contracts with these types of changes so there should have been some further conversation or communication between you and our property manager to work out the details.  Do you have an executed copy of a final management contract?  If so, we would appreciate the opportunity to review it as you previously noted because we do not have an executed copy.As distinguished in our previous response, it is the executed management contract that triggers a property to be placed on the periodic inspection list.  Without an executed contract there is nothing that would activate that process within our office.What causes our finance manager to take management fees in the office is a different mechanism altogether as compared to maintenance being prompted to perform an inspection.  The fact that money is coming in and needs to be disbursed to an owner triggers that specific process.  In contrast, tenants calling in and reporting issues with a property we manage triggers the maintenance department to consult as needed with the owner and dispatch appropriate vendor(s) to rectify the problem(s).When you emailed me, I contacted our maintenance manager and instructed her to perform an inspection as soon as possible because I assumed we had an executed management contract in place with you for the property in question.  The only reason I instructed our maintenance manager to perform an inspection was specifically a result of your request for us to do so.  There was no other underlying reason.  I am not involved at the office on any kind of regular basis.  If something does get by one of our employees and an owner like yourself contacts me directly, my response is to contact my employees and prompt them to take care of their respective jobs which includes follow up with that owner.  That was done in this case as in other cases, but in the process of following up with the office employees, it was discovered within a few days that there was no executed contract in place for your property that we could find.In regards to the timing of your checks, they are handled in the same manner as all of our other owners and as long as rent payments come in on time or close to it, all checks are sent out on the same day of the month.  This has always been our company practice.As noted previously, unless there is evidence to the contrary, we do not have an executed contract that most specifically in the case of this response is used to trigger a property’s inspection occurrence.  I would like for you to understand that your property’s inspections or lack thereof was not some intentional slight against you but was the result of what appears to be an incomplete process of getting an executed management contract in place.  No verbal communication should have been allowed to determine, even for the short period of your vacation, how your property was handled by our office.  This was the first step in the wrong direction and it is an anomaly that has no precedence within our office.  We should have insisted that you come in and sign the management contract before leaving on vacation or given you the responsibility for that property until a clear written agreement was signed by both parties.  Why this did not happen is unclear at this point.Based upon the recent inspection that was performed, there were no issues with the condition of your property.  This being understood, we recognize that both our office and our owners have shared responsibility to insure that agreements governing the handling of individual properties are in place and agreed.  Our desire is to complete an agreement that is executed by both Ace Rental Management and yourself so that we can get on solid footing moving forward and consider this a learning experience for both parties.As stated previously, we would be happy to look at a copy of the executed contract if you have one.  If not, our options remain as follows:1.         Complete a management contract for the purpose of delineating all expectations both on the part of Ace Rental Management and Ms. [redacted].2.         Terminate all services that Ace Rental Management currently provides Ms. [redacted] at the end of the month of her choosing.Sincerely,   [redacted]

Since there were so many allegations made by Ms. [redacted], we chose to respond to each one in RED below. I am a resident of the Pine Shadow Apartments in Silsbee, Texas. I have asked to speak to the Manager, [redacted], but to no avail. The day I moved in I was told by the apartment maintenance man, [redacted], that he was also one of the complex managers and offered to waive my pet fee. There is no truth to Mr. [redacted] being any part or parcel of Ace Rental Management and he is not even the apartment maintenance man.  He is the lawn maintenance man who occasionally does minor maintenance tasks if the Ace Rental Management office staff makes the request.  Mr. [redacted] has no authority to waive a pet fee or make any decisions regarding the apartment complex any more than the bag boy at Brookshire Brothers has the authority to give food away for free. He helped me move in all of my belongings, along with my son's go-cart as well as my dog (Ukie). Mr. [redacted] claims that Ms. [redacted] asked him to help her move stuff to the apartment. I paid him $80.00 cash to help me move in. The day I moved in (June 22, 2016), the apartment was filthy with dead bugs all over the floor, in the closets and inside the kitchen cabinets. The floors were covered with saw dust and had not been swept or mopped prior to my arrival. The toilet had black residue that appeared to be mold inside and around the rim, and the air conditioner was broken and not operating. I reported the filthy apartment to [redacted] and she came to view the apartment's condition. She cleaned the toilet and then left the rest to me. A cleaning lady was instructed to clean the apartment before Ms. [redacted] was scheduled to move in and she did not report to the office her inability to do so which resulted in this embarrassing and unusual situation.  In contrast to Ms. [redacted]’s account above, when [redacted] was notified of the situation she immediately went to look at the apartment.  According to Ms. [redacted], there was some accumulated dust on the floor along with a half dozen dead insects in the apartment. When she saw that the floors were not clean and a few dead insects were scattered about she told Ms. [redacted] that she would clean the apartment if she would give her a few minutes.  Ms. [redacted] went and procured some cleaning products and went back to clean the apartment.  She cleaned the toilet (which had never been used since it was newly installed but had developed a mildew ring from stagnant water) and swept the floor at which time she needed to procure additional items to mop the floor.  Ms. [redacted] told her “don’t worry about it girl” I just want to move my stuff in and pick up my son.  According to Ms. [redacted], Ms. [redacted] did not want her to do any additional cleaning even though Ms. [redacted] was willing and able to do so.  [redacted] insisted that she would clean the apartment but Ms. [redacted] insisted otherwise.  My son and I could not stay the first night in the apartment due to the extreme heat conditions. I stayed as long as I could to clean the apartment, and [redacted] instructed me to call a company out of Kountze to repair the A/C unit. That was definitely not my job! We agree that this is not her job nor is it Mr. [redacted] job to answer these types of questions or give this type of advice although I believe he was trying to be helpful.  During the lease signing process ALL tenants are told more than once that all maintenance issues must be reported to and managed through the Ace Rental Management office.  It is spelled out specifically in the lease itself.  All AC units are brand new but some like this one have been sitting unused in a vacant apartment for up to 1.5 years while Ace Rental Management has been working to lease up the apartment complex. The A/C was repaired the next day. Since day one, I have been sexually harassed by [redacted] the maintenance man. As soon as we were made aware of this allegation, Ms. [redacted] was instructed to get with Ms. [redacted] and see what her story was and to obtain copies of any proof she had.  We were sent partial strings of seemingly endless texts between Ms. [redacted] and Mr. [redacted].  It was discovered that she and Mr. [redacted] continually communicated via text which seems strange since her claim of sexual harassment started on the first day.  Most of the texts seemed quite mundane and none of it seemed to indicate sexual harassment.  Of course we cannot ascertain context of most of these statements and the text strings only appear to be partial in nature.  We state again that Mr. [redacted] is not the maintenance man.  He has a very limited number of tasks he is able to perform due to his skill set and these tasks are only to be performed by Mr. [redacted] if the tenant calls the request into the office and the Ace Rental Management staff instructs Mr. [redacted] to take care of the matter.  This man lives in the apartment complex and is supposed to keep up with the maintaining of the resident's lawns and handle any maintenance problems that may arise. When I asked him to fix things in my apartment or keep the lawn maintained, he made sexual advances toward me. Again, Mr. [redacted] is not authorized to handle maintenance items unless they are called into the office by the tenant and he is asked to do so by Ace Rental Management staff.  It is clear that Ms. [redacted] asked Mr. [redacted] to make repairs to her apartment based on the partial string of text messages exchanged between the two.  What is not clear is why Ms. [redacted] is asking Mr. [redacted] to do anything directly since she was told, as all tenants are, that all maintenance requests must be reported and handled through the Ace Rental Management office. In regards to the assertion of sexual harassment, we have not been able to ascertain via the emails Ms. [redacted] provided, any statements to validate her allegations.  After reading through the emails Ms. [redacted] was instructed to inform Ms. [redacted] once again as to how maintenance items are to be reported to Ace Rental Management and not Mr. [redacted].  We asked her not to text, call of email Mr. [redacted] for any apartment complex related items and Mr. [redacted] was instructed clearly not to respond to any requests by any tenants including Ms. [redacted].  Mr. [redacted] should have known this already and so should Ms. [redacted].  Mr. [redacted] was instructed not to text, call or email Ms. [redacted] any more for any reason.  I would constantly turn down his advances, and in return he has neglected my lawn and ignored numerous requests for repairs in my apartment. When her complaint about retaliation regarding her lawn not being cut along with the rest of the complex came into the office, Ms. [redacted] was instructed to check it out which she did either the same day or the very next day.  She found no difference between the grass around Ms. [redacted]’s apartment and the others in the same cul-de-sac.  The apartment weed eater broke and the owner had to buy a new one to replace it which took a couple of weeks to be coordinated.  He since then has reported that I have a dog and a go-cart for my son at my apartment. The dog was not authorized to be there and the go cart was not authorized to be in the apartment complex.  If Ms. [redacted] wanted an approved dog in her apartment, she would have been required to put down a pet deposit just like any other tenant.  This is always discussed during the application process and on Ms. [redacted]’s application she indicated she had no dog.  She claims that Mr. [redacted] gave her permission and waived the deposit.  This story does not seem realistic as she should have indicated she had a dog and what breed on her application before she would have even met Mr. [redacted].  Not to indicate the pet on her application was being dishonest and makes a person wonder what she may or may not have talked with Mr. [redacted] about. Additionally, a drive by inspection (occurred on September 5th by the owners) of the outside of Ms. [redacted]’s apartment found that she had a trampoline installed on the lawn immediately adjacent to her apartment.  This is not an acceptable apparatus in any apartment complex due to the liability involved.  It is one more evidence of Ms. [redacted] acting in a manner that is not in keeping with typical protocol within the apartment complex.  Now [redacted], Ace Rental Management representative, is requesting a pet deposit and that I remove the go-cart from the premises, when in fact, [redacted] verbally waived the pet fee claiming to be one of the complex managers on the day of my arrival. It is obvious that Ms. [redacted] was in communication with Ms. [redacted], by her own admission, when she claimed in the first segment of this complaint that she was not able to speak with [redacted].  This is just one more inconsistency in the plethora of issues Ms. [redacted] has raised in this complaint.  This is the Ace Rental Management protocol and it is exactly what is expected when a person tries to sneak in an unauthorized pet.  As previously stated, Mr. [redacted] does not have any authority to respond to any of the requests Ms. [redacted] made.  I called [redacted], owner, on August 18, 2016 around 8:00pm and left a message for him to contact me. He responded with a text message much later that night telling me to speak with Ace Rental Management about any problems or concerns. Mr. [redacted] responded as soon as he got the text message following some extended chores on his farm pertaining to some sick livestock.  He does not carry his phone on his person on the farm due to the dirty and often wet nature of his work there.  He responded with the following entire text “Mrs. [redacted], I have hired Ace Rental management to manage the apartments in Silsbee for my company.  Please direct all of your questions or comments to them.  If they need me to get involved, they will ask me to do so.  I do know that they have procedures for various tasks they perform from tenant approvals to lease signings to apartment complex rules and expectations.  They are expected to follow these as you are expected to abide by the conditions delineated within the lease agreement.  I respectfully bid you good night.  Aug 17 10:42 PM.” I have text messages and video involving incidents concerning [redacted] and his advances toward me. We have seen no such video or any damning text messages to date. Ms. [redacted], please provide clear evidence that Mr. [redacted] is sexually harassing you and we no longer use him as an independent contractor at the apartment complex.  This specific remedy was expressed to [redacted] when she was instructed to talk with you both about this situation and to get any evidence from you showing sexual advances or harassment. No definitive evidence has been produced for the review of Ace Rental Management to date. This needs to be looked into immediately because I pay my rent on time and don't deserve to be treated like this by [redacted] or Ace Rental Management for that matter. I will not be sexually harassed or retaliated against. Ace Rental Management took immediate action to start an investigation of this matter in cooperation with Ms. [redacted], but no clear evidence has yet to be provided. Ace Rental Management is not and never will retaliate, but we do need evidence before terminating a contract workers job functions and that has yet to be provided. [redacted] is a man who claims to be one of the complex managers and is allowed by Ace Rental Management to sexually harass residents and not be held responsible. I would not recommend this apartment complex to any single woman!  He is not and never was an employee of Ace Rental Management.  Anyone could possibly make this type of claim, however Ms. [redacted], like all other tenants Ace Rental Management places, is instructed multiple times during the lease signing process how maintenance works.  No one, without exception, is told to report issues to someone on sight or to a neighbor or a stranger.  Just because someone comes to cut my grass or help me move when asked, I do not call them to come unstop my toilet or paint my house or put on a new roof.  If we could get some type of evidence that sexual harassment was occurring, Ace Rental Management would swiftly deal with getting rid of Mr. [redacted].  Unless we can get some proof that this was or is actually taking place, we will have to wait until we do get some evidence or at least it is made clear in some way. I would like for Ace Rental Management to contact me via phone or in person to discuss these issues. I would like for repairs to be made in the apartment and the lawn maintained and the sexual harassment/retaliation to stop. Well, after being told by [redacted] from Ace rental that they would compensate me two days rent and [redacted] would be gone, I returned home on 8/23/16 to a letter from Ace Rental, stating that [redacted] is contracted out and basically it's not their problem! Ms. [redacted] was never told that Mr. [redacted] would be “gone”, she was told to get copies of any evidence and it would be reviewed.  If the evidence showed that Mr. [redacted] was involved in sexual harassment, then of course his work within the complex would be terminated.  This is a gross mischaracterization of the official letter from Ace Rental Management and the communication provided by Ms. [redacted].  The letter was sent to inform Ms. [redacted], yet again, how maintenance works in the apartment complex. Ms. [redacted] was told to get any evidence Ms. [redacted] had regarding her allegations and to let Ms. [redacted] know that if evidence existed proving Mr. [redacted] was sexually harassing her he would be discharged of his contractual duties.  So when I texted [redacted], like I always do, I was told not to text or call again, to call the office. When I called the office no one responded, because obviously [redacted] is over the Silsbee complex. Ms. [redacted] has made a repeated habit of contacting people directly which is contrary to expected and accepted protocol.  She has done this with Mr. [redacted], Ms. [redacted] and various vendors associated with Ace Rental Management including Perfect Air and Mr. David Girouard (maintenance contractor).  Ace Rental Management employees are not to make a habit of using their personal cell phones for work purposes.  This is done on rare occasions and should be avoided in all instances where possible.  Everyone within the Ace Rental Management offices has a responsibility to handle their respective areas of expertise.  Ms. [redacted] is just one person that handles tenant related issues for the apartment complex.  Others are capable of doing the same thing.  Ms. [redacted] does not handle maintenance.  Ace Rental Management has a department for that and all tenants are instructed multiple times during the lease signing process how this works and they are provided the contact number for the office.  So, since I feel unsafe with the break ins and having the maintence man having a key to my place, I'm asking for the money I had to spend moving in and having utilities turned on plus moving fees, this just isn't a very safe place for single moms. I sent the Owners wife a text on 8/23/16 asking for my money back on cost I have had to incurr to move here with no response yet.  There were no “break-ins” per say.  There were a couple of teenage girls that lived in an apartment at the front of the complex that were attracting young men and they kicked in one of the apartment doors in the back of the complex to engage in coitus.  This family has been forcibly evicted because we do not tolerate destruction of property or breaking apartment rules.  The owners have been aware of the allegations and numerous assertions.  They have tried to conduct a thorough investigation of the plethora of items Ms. [redacted] has complained about.  The allegation of sexual harassment was looked into starting the day that it was submitted.  Unfortunately, to date Ms. [redacted] has not produced any definitive evidence to back up her claims. Ace Rental Management, along with the owners have looked into the various claims with due diligence and found all but the condition of the unit at move-in to be thus far unsubstantiated.  Even though the unit was admittedly not at the level of cleanliness Ace Rental Management would expect, Ms. [redacted] has grossly overstated the facts. As previously stated, Ace rental Management was instructed by the owners to provide Ms. [redacted] with two days of rent free of charge to compensate her for the A/C matter and the condition of the unit. Even though all of these units are brand new on the inside, when they sit for 18 months some dust and a few bugs tend to accumulate on apartment surfaces.  This would have typically been addressed by a cleaning contractor, but that person failed to get the unit clean in time and did not report that to the Ace Rental Management office staff.  This, we take full responsibility for. I think I at least deserve that after what I've been through. Ace Rental Management has already offered Ms. [redacted] the only remedy that will be offered short of further evidence provided by Ms. [redacted].  That remedy consisted of two days of compensated rent for the unclean apartment and AC unit that needed minor attention due to its long period of dormancy.