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Complaint: [redacted] I am rejecting this response because: the lease never said that the rent was increasedWe had problems withe ac not cooling beforeWhen I went to pay my rent I asked if there was anything that I would have to pay because my lease was moving month to month and told her I was going to move out at the end of the month [redacted] said everything was good just get to get the apartment inspected bwe leave and everything is goodMy lease doesnt say that there is an increase of rent wen it goes month to month When I called [redacted] after recieving an eviction notice saying I had to move out in two days I called and asked her what the problem wasIn stead of seeing what the problem was I was threatened that I had to pay dollars or its going on my credit report without explanation of why I had to pay 340dollarsShe told me not going to argue with me and then hung up the phoneI was called by another employee of the relefords asking if I had moved outTthe lease doesnt say was increased and when speking to [redacted] she said the sameThe apartment wasnt up to there standards because I had one day to move my stuff outIt all could of been avoided if [redacted] would have checked the reason behind the so called unpaid rent that wasnt but now full paid rentLike I said theres nothing saying that the rent went upInstead of an explanation she want to have an attitude over the phone instead of figurung out why there was a problemI have a copy of my lease and emails say the ac was broke3x someone had to come out there and fix it Regards, [redacted] ***

Hello [redacted] ,Please find attached our response to the complaint number [redacted] as well as a copy of the section of the management agreement page item number "reserves" for your reference If you need anything or clarification please let me know Thank you [redacted] The Releford Group [redacted] Complaint ID: [redacted] As per the signed agreement by owner, there is a required 10% management fee of total income received for the management of their propertyThat amount is taken off the top, then if there are any maintenance invoices that occur during the month, those will then be subtracted as well from the amount of owner draw that is sent outAll of this information is in the management agreement between the owner and the property managerThere is also a $escrow account that is required to be held by our office from the ownerAgain, this is also in the management agreement between the owner and the property managerBoth parties must sign the agreement prior to moving forward with the management of their property There has never been an amount of $1,in an escrow account The only amount in escrow is the original $that is required at the beginning of the management agreement and required to stay in escrow during the duration of the management agreement We have tried to assist this owner in every way possible with her requests over the last few months The purpose of the escrow account is if an emergency occurs and funds are needed immediately for any repair or maintenance to the property We attempted to get more information from the owner from the beginning but only receiving very limited information which did not constitute the disbursement of the escrow funds at that time We originally were asked to release those funds so a plane ticket could be purchased, this was back in the March/April time frame Each month we receive a rental payment for $1,050.00, less 10% management fee of $which leaves the owner draw of $ If there were invoices received for repairs, that amount would also be subtracted from the owner draw There were no maintenance issues taken out of the $owner draw for the last seven months The monthly owner draw has been sent to the owner each month as an electronic payment We never held her payment in our office as per her complaint However, we were able to receive verification via email that she had received each payment that was sent out As per her management agreement, she agreed to continue to maintain her monthly mortgage payment and agreed that she was not in the process of or beginning the process of foreclosure at the time of signing her management agreementWe were not aware that she had stopped making her mortgage payments As for the July payment, we had tried to speak with the owner numerous occasions but were advised that due to her issues, she did not want to discuss anything via phone Therefore, all correspondence was having to be done via email and trying to figure out what the issue actually was so the additional funds could be released It wasn’t until she finally called back and was able to speak with the designated broker and advise that she actually wanted her owner draw to be sent to her bank directly instead of sending it to her In order to do that for her, we had to update her management agreement and send to her to sign and return to us We sent that to her immediately and received it back within a few minutes where the agent could then call the mortgage company and make the payment for her After the agent spoke with her and found out exactly what the issue was, the agent was able to release the $escrow payment which allowed our office to make a payment to her mortgage company in the amount of $1, This amount includes the$owner draw, processing fee of $charged by her mortgage company to process the payment via phone and the additional amount of $that the owner needed to pay to cover the remaining balance of the past due mortgage payments

Thank you, and I also wanted to provide you with a copy of the canceled check that we got showing that the tenant did receive his refund of the balance of deposit after repairs/maintenance had to be taken out So, if he didn't receive it, how do we have a cancelled check? As you can see, we were telling him the truth when we stated that we never received the refund back in the mail to resend out to him The envelope also included the itemized security deposit explanation that reflects the amount of the refund due back to the tenant. I thank you so much for all your help. *** ***The Releford Group***

We received an intent to vacate on 07/27/with a move out date of 08/31/17. The lease ended on June 30, and tenant was then going month to month with an additional $fee added to the rent charge. When the rent was received on 07/27/for the month of August, the month to
month fee was not included. When payment was applied, the rent was then short paid by that amount. Therefore causing an unpaid balance which would and did incur late fees. The tenant was sent a late notice of the past due amount and given an opportunity to pay the remaining balance but chose to ignore that notice. There was also a charge for a/c repair which was determined to be a tenant charge due to the filter was dirty. It is in the lease that all tenants are responsible for changing their a/c filter out on a monthly basis. Therefore when we contacted the vendor to check the unit out due to not cooling and leaking, that is when we found out the filter was filty.The home in general was extremely dirty, food was left in the refigerator which went bad due to the tenant had the utilities turned off prior to the 08/31/final move out date. The odor alone took days to remove from the home from the dirt and rotten food.There was a walk thru done by our office after the tenant moved out and work orders were prepared to clean the unit plus any maintenance issues that needed to addressed that had not been submitted by the tenant

Good afternoon Ms***, We are not showing receiving a notice for this complaint However, I can tell you that the payment never came back to us He never gave us a complete forwarding address, so when the payment was ready to go out our agent had to search the address online to
get the zip code We are checking to see if the check has been cashed and will forward to you once I receive that back.Just let me know what can be done at this time, since we don't show receiving this request If we did receive it, somehow it was missed in all the emails that the Broker receives on a daily basis.Thank you*** ***The Releford Group***

Hello [redacted],Please find attached our response to the complaint number [redacted] as well as a copy of the section of the management agreement page 4 item number 6 "reserves" for your reference.  If you need anything or clarification please let me know.  Thank you[redacted]The Releford...

Group[redacted]Complaint ID: [redacted] As per the signed agreement by owner, there is a required 10% management fee of total income received for the management of their property. That amount is taken off the top, then if there are any maintenance invoices that occur during the month, those will then be subtracted as well from the amount of owner draw that is sent out. All of this information is in the management agreement between the owner and the property manager. There is also a $250.00 escrow account that is required to be held by our office from the owner. Again, this is also in the management agreement between the owner and the property manager. Both parties must sign the agreement prior to moving forward with the management of their property.   There has never been an amount of $1,195.00 in an escrow account.  The only amount in escrow is the original $250.00 that is required at the beginning of the management agreement and required to stay in escrow during the duration of the management agreement.  We have tried to assist this owner in every way possible with her requests over the last few months.  The purpose of the escrow account is if an emergency occurs and funds are needed immediately for any repair or maintenance to the property.  We attempted to get more information from the owner from the beginning but only receiving very limited information which did not constitute the disbursement of the escrow funds at that time.  We originally were asked to release those funds so a plane ticket could be purchased, this was back in the March/April 2017 time frame.    Each month we receive a rental payment for $1,050.00, less 10% management fee of $105.00 which leaves the owner draw of $945.00.  If there were invoices received for repairs, that amount would also be subtracted from the owner draw.   There were no maintenance issues taken out of the $945.00 owner draw for the last seven months.  The monthly owner draw has been sent to the owner each month as an electronic payment.  We never held her payment in our office as per her complaint.  However, we were able to receive verification via email that she had received each payment that was sent out.  As per her management agreement, she agreed to continue to maintain her monthly mortgage payment and agreed that she was not in the process of or beginning the process of foreclosure at the time of signing her management agreement. We were not aware that she had stopped making her mortgage payments.  As for the July payment, we had tried to speak with the owner numerous occasions but were advised that due to her issues, she did not want to discuss anything via phone.  Therefore, all correspondence was having to be done via email and trying to figure out what the issue actually was so the additional funds could be released.  It wasn’t until she finally called back and was able to speak with the designated broker and advise that she actually wanted her owner draw to be sent to her bank directly instead of sending it to her.  In order to do that for her, we had to update her management agreement and send to her to sign and return to us.  We sent that to her immediately and received it back within a few minutes where the agent could then call the mortgage company and make the payment for her.   After the agent spoke with her and found out exactly what the issue was, the agent was able to release the $250.00 escrow payment which allowed our office to make a payment to her mortgage company in the amount of $1,303.78.  This amount includes the$945.00 owner draw, processing fee of $15.00 charged by her mortgage company to process the payment via phone and the additional amount of $93.78 that the owner needed to pay to cover the remaining balance  of the past due mortgage payments.

Complaint: [redacted]
I am rejecting this response because: the lease never said that the rent was increased. We had problems withe ac not cooling before. When I went to pay my rent I asked if there was anything that I would have to pay because my lease was moving month to month and told her I was going to move out at the end of the month. [redacted] said everything was good just get to get the apartment inspected b4 we leave and everything is good. My lease doesnt say that there is an increase of rent wen it goes month to month.  When I called [redacted] after recieving an eviction notice saying I had to move out in two days I called and asked her what the problem was. In stead of seeing what the problem was I was threatened that I had to pay 340 dollars or its going on my credit report without explanation of why I had to pay 340dollars. She told me not going to argue with me and then hung up the phone. I was called by another employee of the relefords asking if I had moved out. Tthe lease doesnt say was increased and when speking to [redacted] she said the same. The apartment wasnt up to there standards because I had one day to move my stuff out. It all could of been avoided if [redacted] would have checked the reason behind the so called unpaid rent that wasnt but now full paid rent. Like I said theres nothing saying that the rent went up. Instead of an explanation she want to have an attitude over the phone instead of figurung out why there was a problem. I have a copy of my lease and emails say the ac was broke. 3x someone had to come out there and fix it. 
Regards,
[redacted]

Please find the attachment with the Tenant Manual that is provided to each tenant at time of lease signing....the property policy page, item # 5 explains how the month to month works and what the fee is which is $75.00 per month on top of the regular rent amount. The tenant never turned in work orders for the air conditioner (which would be tenant neglect) the tenant living below is who submitted a work order for the a/c unit.  Then we had to prepare another work order after tenant moved out due to a/c not cooling.  This is when we found out that the a/c filter was dirty and caused the problem of not cooling.The tenant did receive a notice which was a late notice advising of the current balance owed and when it needed to be paid by.  This was not an eviction notice, that comes from the courts.  The tenant did not pay the amount owed and therefore was turned over to the courts for the eviction.The lease is also attached for review of policy and tenant repsonsiblities.

Complaint: [redacted]
I am rejecting this response because: the state of texas say u have to give 30 days before you raise the rent. Second your math is wrong. I was charged twice 4 your ac. I went in ther on the 27th and paid my rent. Again [redacted] said everything was good and I didnt owe no money for the ac. I never recieved a bill for the ac until you took the money out and sent me a late notice on the fifth. You raise the after I paid it. Thats how you conduct your buisiness. You charged me once for the ac then you did again. I should of read up on you. You need to hire a cpa, [redacted] dont know how to count. The was the second time she said I didnt pay my rent. Then you charge 75 for a rekey of the apartment the state of texas you have rekey not me. I dont want deal with yall, ever. I gave a 30day notice asking what needed yo be done. I also asked if I owed you any money. Like I said that girl [redacted] dont know what she doin. Send them bills to the credit agency im tired of dealing with yall. I gave you a 500 damage when I moved in and that should of covered the ac. I also seen on here how ran some apt complex into which look like you trying to get money to cover you not going to do that to me. You need hire a cpa check your attitude 
Regards,
[redacted]