Colonial Residential Properties, Inc.

Mr*** account, on 9/4/showed that he had not paid his rent. As is practice and policy for me and my office, I charged the late fee (rent is due on or before the 1st and late fees start AFTER the 3rd). Notices were sent via email and regular mail, again as my practice and
policy. The attachment shows part of the string of emails from Mr***, received over the weekend. After about the 3rd email between Friday after close of business and Saturday morning (I occasionally check and respond to emails even on the weekend), I replied to Mr*** that the office was closed and I would address the situation on Tuesday, after the Labor Day Holiday. You can see, he replied, seemingly in compliance, agreement and understanding that it would be resolved on Tuesday.Despite this fact, he showed up in my office - AFTER I replied to him that it was remedied and taken care of. I replied to him while out of the office handling arrangements for my father-in-law who passed away on Monday so that he would know I had taken care of it, as promised, upon my arrival at the office on Tuesday. His demeanor in the office was off-putting, at best. He was highly emotional, requiring the attention my first level supervisor and her requesting he calm down and listen several times before he heard what she was saying.The error was corrected. His account has been properly credited for his rent and his late fee has been removed. All of this was completed before 9:30am on Tuesday and he was emailed notification of completion at 9:am. I'm not sure why this complaint was filed. I thought my communication over the weekend to Mr*** conveyed the situation accurately.*** * ***Property Manager, TRLSLicensed in Texas

We appreciate Colonial Residential Properties for responding to some of our disputes but there are still four disputes they failed to respond toThose disputes being:Item 10: $paint purchase for laundry areaWe have attached
pictures of the mowalkthrough sheet that they signedThe laundry room, which is inside the garage, had brown stains all over the walls and floor prior to moving in.Item 11: $painting the laundry areaAgain, as noted per the mowalkthrough sheet there were brown stains all over the walls and floor prior to moving in.Item 14: $patch of carpet in master bedroom and hall bathroomWe would like explanation and proof for this charge.Item 15: $service feeWe would like explanation of what this $service fee is please.Per the $cleaning charge, they failed to provide us with the copy of the invoice- including the amount paid and hours spent tendered by the cleaning company for their services.Also, we would like explanation of the four pictures they providedThe picture of the cracked tile, we have a picture of as well that was taken prior to move in and we have noted documentation of this crack on the mowalkthrough sheetAs far as the picture of the light switch and the oven range hood, we don’t know they are trying to show

Please find attached the reply to this complaint along with supporting documentation.It is important to note again (it is stated throughout the Reply), this security deposit is scheduled to be processed and required notices postmarked within the day time frame allowed by Texas Property Code,
despite the fact the tenant ended the lease early and without the minimum day notice. The keys were received in this office (with receipt signed by tenant and company) on November 6. Today is November 18, 2015. There are still days before this release needs to be postmarked.Please contact me by email if there are further questions. The actual, detailed reply is one of the documents attached herein.Thank you,*** ***Property Manager, TRLSLicensed in Texas

My staff verbally notified the tenant there was an appointment for 11am with the appraiser The tenant was not at the property at the time they were given (11am) Per the lease, if there is a scheduled appointment and the tenant misses that appointment, without prior notice, there is a
$trip or service feePlease note: Texas Law requires all real estate licensees to give the following information about brokerage services: ***

Your original complaint was that the reply wasn't received. There were multiple items requiring extensive research. I attached the reply (two pages) to the previous response to this complaint - which addressed all items you have outlined here. The reply was mailed, with all the requested documentation. Once that is received, via regular mail, you may dispute, through the procedures of our office (in writing, through our office) if necessary. I think you'll find all of your questions have been satisfactorily answered and addressed in the response. Revdex.com - we have procedures for disputes. Please close this case so that we may proceed through our procedures and channels to properly address the disputes. THanks, *** ***

Please see attached.  The dispute was received and processed.

Complaint: [redacted]
I am rejecting this response because: there was no acceptance of responsibility only an overly defensive company when THEY where in the wrong. They sure have no qualms telling me to be out in three days but dont have the deciency to own THEYRE mistake? Had I not had enough whit to save my receipts I would've been expected to pay Again. How will they take action to further remedy these issues? This complaint Must be filed in order to support the next guy, that doesn't keep up with receipts as well. Who gives them the right to add an unwarented hundred dollar late fee? Who reprimands them? Thank You, A concerned Renter.
Regards, 
[redacted]

It is the policy of Colonial Residential Properties that security
deposits are non-refundable when placed, except after completing any and all
lease terms.  Prospective tenants, such
as the [redacted], are informed of this fact.  It is also outlined in the application paperwork that...

prospective
tenants sign prior to our processing an application.  My staff is trained to provide information to the customers and clients
we deal with on a daily basis.  There is
no pressure, merely providing information.  In the case of the [redacted], they were interested in a particular house
we had listed for rent.  As they were not
in town and our policy is to not rent sight unseen, they engaged the assistance
of a real estate agent who viewed the property on their behalf.  When she called to say she wanted to apply
for the property, Mrs. [redacted] was informed that she was proceeding based on the
information her agent provided and again reminded that once placed, security
deposits are non-refundable.We received this exact message directly from the [redacted] and responded directly
to the [redacted] via several emails.I believe the attached email traffic will answer and address all
concerns presented in this complaint.  As
I have already addressed them directly with the [redacted], I have submitted this information
in response to the complaint.  Should
there be any remaining questions, please let me know.Thanks,[redacted]Property Manager, TRLSLicensed in TXColonial Residential Properties

Complaint: [redacted]
I am rejecting this response because:Prior to move in, the house was extremely nasty, items were in the drawers and cabinets, there were bugs scattered throughout the home, including at the main entrance and termite looking damage to the outside of the home. We had made contact prior to applying and signing the lease and was advised it would be cleaned prior to application approval and move-in for which we took in full consideration and applied at the time.After the fees were paid and the keys were released, we entered the home and the issues were still noted. I contacted the office and was advised it was the occupants responsibility to clean, repair, etc and was advised to note items on the deficient list submitted. There were lots.Again, there were items in the drawers and cabinets in the kitchen to include utensils, appliance info, old non-working garage door openers, etc. We made sure to note this info on the report, take pics. After a few hours of passing and several contacts made to the office each time issues were found, we were always told to note on report and provide; which we did.Those deficient items included:1 non-working freezer/ice-maker2. no garage door opener3. consistently running toilet in master bedroom4. torn planks for fence, all around, including the leaning fence5. the torn closet doors in both of the front bedrooms6. the discolored blinds throughout the home and the missing pieces7. the discolored carpeting and missing carpet pieces8. the pests/insects scattered throughout the homeAnd tons of additional issues in which staff were made aware of. For the monies to be taken are unfair and shows inconsistencies of the report of the home. It was evident the home had not been occupied in some time as it was in dire need of cleaning and repair as staff new this; reports were made to request those items to be fixed. The home was not cleaned prior to move in and we were responsible for this and after vacating, the home was cleaned thoroughly, professional pest and carpet cleaning was done and the staff was notified. It was in move-in condition after we left and was better than when we initially occupied the property.If management is stating the property was not up to par for new tenants, it was not even close to being inhabitable when we went in and there were no work or cleaning does on the property.Staff had been very cooperative and was attentive when contacted until we moved out and were in dispute with the refunded monies. After then, we were treated unfairly and advised of different people handling our request and dispute, never the same person. Then we get the notification of the denial of the dispute with info and feels it is incorrect and poor business practices. The info noted per rep is very disrespectful and incorrect as noted by staff and are requesting additional monies due to incorrect info and info noted when property was occupied and vacated.  
Regards,
[redacted] & [redacted]

The dispute was processed and refund check cut in early December.  It was mailed to the original address provided.  The updated address was received separate from the dispute and was overlooked.  Once the check was returned via USPS, it was sent, over night mail.  The dispute was...

processed and answered and included in that overnight package.

I have taken responsibility.  As stated, "the error was corrected".  I am not in the habit of providing detailed explanations of the inner-workings of my office to explain errors.  I took care of the error - it was corrected.  As for the late fee, when the account shows that rent is not paid according to the lease, late fees are assessed.  The late fee in question was removed - as stated, repeatedly.I have apologized to Mr. [redacted] - in the very first email.  "There appears to be a mistake for which I apologize."Colonial Residential Properties accepted responsibility for the error by correcting it and requests the complaint be closed reflecting such.Thanks,
[redacted]Property Manager, TRLSLicensed in Texas

There was some confusion with the property in question.  One person let it be seen, mistakenly. In the interest of fairness to all, we allowed the property to be seen prior to our assessment and preparation being completed.  The property was, indeed, very popular.  We received two...

applications in short order, and approved the first one received (this happened well before we have record of Mr. [redacted] looking at the property).  We do not allow properties to be rented site unseen, but do allow for a friend/family member/representative of the potential applicant to view in their steed.  Once the applicant saw the property, before placing her deposit, she decided she did not want the property.  AT that time, we placed the property on hold to have some painting, cleaning and repairs completed.  As we were painting, the owner raised the price by $100, not $200.  (It was listed on the market for $1795 and was raised to $1895).   Mr. [redacted] had some requests for the property, for example painting other areas of the house, lowering the rent to $1750 (which was lower than the originally listed rent of $1795), and numerous repairs. We did, in fact, run the credit.  Mr. [redacted]’ co-applicant did not meet the rental criteria – her credit score was well below our minimum of 600.  Mr. [redacted]’ credit report pulled an “N/A” which can mean that he has a hold on his credit report.  We explained this to Mr. [redacted] and he replied that he did not know how to release his credit report for Experian (the company we use to pull the credit checks for our applicants).  We actually did attempt to pull the report twice.  We are charged each time we attempt to pull a report – but did not further charge Mr. [redacted].   I have attached our Rental & Screening Criteria, which Mr. [redacted] signed.   As we did run the credit reports, the application fee is non-refundable.   Thank you for your time.     [redacted]Property Manager, RMP, TRLS Licensed in Texas Colonial Residential Properties

Complaint: [redacted]
I am rejecting this response because:I Spoke to the company before october 10 because the company knew I was signing on my new home October 13, 2015 (i signed on my new home October 9, 2015). The lady I spoke said that I just needed to bring in the keys when I move out, again they at this time they did not inform me all that needed to be done at move out, instead they waited until November, After I already moved out. when I tried to give them the keys they informed me to keep them until I had professionally done the things on the list again, I wasn't informed of this until November. I have several witnesses of me informing the company of this in October. 
Regards,
[redacted]

Re: [redacted] & [redacted]   I have attached our response (including pictures) to your previous dispute.  The cleaning was not to our standards, as defined in the move out packet you signed (also attached).  We employ the services of independent vendors for cleaning, repairs,...

etc.  As they are independent contractors, we can not set their prices.   Your move-in condition form denotes some stains on flooring and walls but does not state the property was not clean upon your move in.  Also, during our application and leasing process, there are multiple times where you are asked if anything needs to be done to the property prior to you moving in – so that it can be documented, in writing, and handled prior to move in.  There are no notations on any of the paperwork that you asked for or about cleaning.   While the move-in date of any future tenants is a function of this office and has no bearing on your responsibilities at move out, I will say the next tenant moved in on/about 15 August – not the 1st as stated in your dispute.  The property had belongings left in drawers, and was in need of clean beyond, as the pictures will show.   As stated in our initial response to your dispute, the remaining charges (you were credited for a couple of items) will stand.    Thank you for your time.   [redacted], RMP® Property Manager, TRLS® Licensed in Texas Colonial Residential Properties

I'm sorry you don't agree with the answer.  The
lease spells out that a 30 day notice is required before move out.  It
also specifies that you are responsible for the lease until December 31,
2015.  My staff is trained and knows the requirements.  In reviewing
this with the staff, they remember speaking with you on the phone prior to you
coming in and informing you that you needed to come in to the office to fill
out the paperwork for move out and that in order to fill out the paperwork, you
needed a move out date at least 30 days away - and that you were financially
responsible for your lease until December 31, 2015.You signed the paperwork on October 26 that outlined what you needed to do (attached to the initial response).  I was here on the day that you tried to turn in your keys on November 2, and I advised my staff that you could turn in all of the keys that day and we would complete the requirements at your expense, or your could keep them to get your services completed.  I can not allow you to keep a key and access to the property.  Key turn in is surrendering the property for the company to turn it over with the intention of getting it rented sooner than your lease expired, to save you money.  As we were delayed 2 weeks getting into the property because the keyless deadbolts were locked, our timelines were pushed out a bit.As stated in the initial response, your deposit will be processed and the notification will be postmarked by the 6th of December.  I'm sorry this is not an acceptable answer to you.  I am following Texas Property Code and Company Policy. [redacted]Property Manager, TRLSLicensed in Texas

As the Property Manager for the property in question and due to the numerous federal and state fair housing laws, we must follow the policies and procedures we set up for each property and each applicant.  Our rental criteria, which each of the applicants signed prior to presenting their...

applications, states that each tenant must qualify separately (600 minimum credit score, and an income equal to two times the rental amount, etc).This presented as a roommate situation and all of the applicants did not meet the rental criteria set forth, the application was denied.The Rental Screening and Criteria signed by each applicant states that application fees are not refundable.In speaking with my staff, the applicants were not promised a house.  They listened to the applicants and explained that we would need to process the application, as we would in any other situation.  The pets were advertised as "on owner approval" which means we had to check with the owners AFTER we had credit/background approval on the applicants.  We are a Property Management company.  The owners signed an agreement with our company to manage the property, we are not required to discuss sales offers with the owners. I'm sorry the complainants feel mislead.  I believe it's more a function of misunderstanding the paperwork they signed.Thanks, [redacted]Property Manager, RMP, TRLSColonial REsidential Properties

Complaint: [redacted]
I am rejecting this response because:Actually when I spoke to your "trained employee" in the beginning of October I was not informed of having to fill out paperwork, I was told about this when I came in to turn in the keys like I told them I would. At that time I was told about the paperwork and the requirements of the cleaning... Again when I called back to speak to the company about finishing the the process(walk through, and turning the lights off) and I was told "Its's None of your business". Irregardless I told your receptionist  thirty days in advance now if they didn't record that, thats their issue not mine. I have called two weeks straight asking for a manager and I keep being told she([redacted]) cannot transfer me and that no one else would help me. I Understand I am reliable for this property though December however if your "trained staff" want to tell me its none of my business I will make it "none of my business" and not pay December being you are unprofessional and rude. I have also been in touch with a lawyer and the credit bureau being that your company decided to falsely report to my credit that I had a late payment in October. of which is being disputed.
Regards,
[redacted]