Complaint: [redacted] I am rejecting this response because: there was no acceptance of responsibility only an overly defensive company when THEY where in the wrongThey 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 AgainHow 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 wellWho gives them the right to add an unwarented hundred dollar late fee? Who reprimands them? Thank You, A concerned Renter Regards, [redacted] ***
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 (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 ownersI'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
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
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 wouldAt that time I was told about the paperwork and the requirements of the cleaningAgain 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 mineI 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 meI 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 rudeI 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 Octoberof which is being disputed Regards, [redacted]
Complaint: [redacted] I am rejecting this response because:I Spoke to the company before october because the company knew I was signing on my new home October 13, (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 outwhen 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 NovemberI have several witnesses of me informing the company of this in October Regards, [redacted]
I'm sorry you don't agree with the answer The lease spells out that a day notice is required before move out It also specifies that you are responsible for the lease until December 31, 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 days away - and that you were financially responsible for your lease until December 31, 2015.You signed the paperwork on October 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 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
10/30/2014
In response to complaint case #[redacted], Colonial Residential Properties would like it to be known that normal operating procedures were followed with this move out.
A walk thru inspection was completed with the previous tenant upon move out at which time he was notified of...
the basic cleaning charges of $150 that would apply and was advised of the additional possible carpet cleaning/replacement charges that might incur if the smell coming from the carpet did not subside. The previous tenant mentioned the smell was due to the carpet being wet and the air conditioning being turned off not allowing the carpet to dry properly.
A few days later when we returned to the property, the smell was still very foul and potent which would have made it very difficult with trying to find a new tenant to lease the home. In effort to minimize the previous tenant’s move out charges for carpet replacement, we chose to have the carpet professionally cleaned again using a topical spray at which time remedied the smell. The charge for the carpet cleaning was $100.
Upon move in 3 years ago, the previous tenants paid a $1600 deposit and the move out charges that incurred and were deducted from the deposit were $100 for carpet cleaning and $150 for basic cleaning which totals $250. The previous tenants were refunded $1350.
I have attached a copy of the contractor’s invoices indicating the charges that are explained above which were deducted from the previous tenant’s deposit. The previous tenants were kept informed and were made aware of all charges throughout the entire process.
Thank you
Complaint: [redacted]
I am rejecting this response because:
" I manage the property with multiple tenants. One of the tenants provided timely written notice of termination. However, one of the tenants wants to stay and is arguing that the notice of...
termination doesn’t apply to him. Is that correct? No. Paragraph 33C of the TAR Residential Lease states that all tenants are “jointly and severally liable for all provisions of the lease. Any act or notice to, refund to, or signature of, any one or more of the Tenants regarding any term of this lease, its extension, its renewal, or its termination is binding on all Tenants executing this lease.” Therefore, a notice of termination provided by one tenant would serve as a notice of termination for all tenants. If the tenant wishes to remain, he can sign a new lease with the landlord, provided the landlord agrees. "This is a question asked from the attached Lease Termination Powerpoint from the TAR which can be found on slide 8. According to the Texas Association of Realtors, [redacted]'s contract should have been terminated when I submitted my notice of termination. Since we were "jointly" in the contract there was no need to state he wanted to stay because a notice of termination for one represents a notice of termination for all tenants. However, my termination letter was acknowledged by your staff via email on October 31st and later disregarded when [redacted] expressed his desire to stay in the house. First, I was told "we are sad to hear the news" and was given move-out instructions. Weeks later, I was told I would not be released from the contract until [redacted] signed required documents. I never received an explanation for the decision to honor [redacted]'s request over mine which was made weeks beforehand until I read your response. [redacted]'s lies surprisingly triumphed a written signed agreement. In regards to the delayed payments, I did not have access to the tenant portal. None of the delayed payments were ACH payments. I was in frequent contact with your staff via email and phone but unfortunately they were unable to get me access to the tenant portal until March. The office also does not take personal checks. I had to make the inconvenient hour-long round trip to the office and back with a money order in hand for December, January, and February.
Regards,
[redacted]
Complaint: [redacted] I am rejecting this response because: there was no acceptance of responsibility only an overly defensive company when THEY where in the wrongThey 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 AgainHow 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 wellWho gives them the right to add an unwarented hundred dollar late fee? Who reprimands them? Thank You, A concerned Renter Regards, [redacted] ***
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 (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 ownersI'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
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
Please see attached The dispute was received and processed
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 wouldAt that time I was told about the paperwork and the requirements of the cleaningAgain 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 mineI 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 meI 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 rudeI 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 Octoberof which is being disputed Regards, [redacted]
Complaint: [redacted] I am rejecting this response because:I Spoke to the company before october because the company knew I was signing on my new home October 13, (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 outwhen 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 NovemberI have several witnesses of me informing the company of this in October Regards, [redacted]
I'm sorry you don't agree with the answer The lease spells out that a day notice is required before move out It also specifies that you are responsible for the lease until December 31, 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 days away - and that you were financially responsible for your lease until December 31, 2015.You signed the paperwork on October 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 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
Complaint: ***
I am rejecting this response because:we still have Not Recived our Seurity Desopit Back!!!!
Regards,
*** ***
Please see .pdf attachment for response
10/30/2014
In response to complaint case #[redacted], Colonial Residential Properties would like it to be known that normal operating procedures were followed with this move out.
A walk thru inspection was completed with the previous tenant upon move out at which time he was notified of...
the basic cleaning charges of $150 that would apply and was advised of the additional possible carpet cleaning/replacement charges that might incur if the smell coming from the carpet did not subside. The previous tenant mentioned the smell was due to the carpet being wet and the air conditioning being turned off not allowing the carpet to dry properly.
A few days later when we returned to the property, the smell was still very foul and potent which would have made it very difficult with trying to find a new tenant to lease the home. In effort to minimize the previous tenant’s move out charges for carpet replacement, we chose to have the carpet professionally cleaned again using a topical spray at which time remedied the smell. The charge for the carpet cleaning was $100.
Upon move in 3 years ago, the previous tenants paid a $1600 deposit and the move out charges that incurred and were deducted from the deposit were $100 for carpet cleaning and $150 for basic cleaning which totals $250. The previous tenants were refunded $1350.
I have attached a copy of the contractor’s invoices indicating the charges that are explained above which were deducted from the previous tenant’s deposit. The previous tenants were kept informed and were made aware of all charges throughout the entire process.
Thank you
Complaint: [redacted]
I am rejecting this response because:
" I manage the property with multiple tenants. One of the tenants provided timely written notice of termination. However, one of the tenants wants to stay and is arguing that the notice of...
termination doesn’t apply to him. Is that correct? No. Paragraph 33C of the TAR Residential Lease states that all tenants are “jointly and severally liable for all provisions of the lease. Any act or notice to, refund to, or signature of, any one or more of the Tenants regarding any term of this lease, its extension, its renewal, or its termination is binding on all Tenants executing this lease.” Therefore, a notice of termination provided by one tenant would serve as a notice of termination for all tenants. If the tenant wishes to remain, he can sign a new lease with the landlord, provided the landlord agrees. "This is a question asked from the attached Lease Termination Powerpoint from the TAR which can be found on slide 8. According to the Texas Association of Realtors, [redacted]'s contract should have been terminated when I submitted my notice of termination. Since we were "jointly" in the contract there was no need to state he wanted to stay because a notice of termination for one represents a notice of termination for all tenants. However, my termination letter was acknowledged by your staff via email on October 31st and later disregarded when [redacted] expressed his desire to stay in the house. First, I was told "we are sad to hear the news" and was given move-out instructions. Weeks later, I was told I would not be released from the contract until [redacted] signed required documents. I never received an explanation for the decision to honor [redacted]'s request over mine which was made weeks beforehand until I read your response. [redacted]'s lies surprisingly triumphed a written signed agreement. In regards to the delayed payments, I did not have access to the tenant portal. None of the delayed payments were ACH payments. I was in frequent contact with your staff via email and phone but unfortunately they were unable to get me access to the tenant portal until March. The office also does not take personal checks. I had to make the inconvenient hour-long round trip to the office and back with a money order in hand for December, January, and February.
Regards,
[redacted]