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Icon Property Group Reviews (17)

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

Although we understand this former tenant's complaint, it is not valid as indicated in the attached lease documentsWe are required by the National Assoc of Realtor Code of Ethics to treat all parties to a real estate contract fairlyPart of the process in making sure we honor this requirement is by providing all parties advance copies of any contracts they will be signing as part of the transaction and allowing them ample opportunity to discuss anything they do not understand and negotiate if possible BEFORE the contract is signed This tenant was given all lease documents on Feb (well in advance of his March move in) for his reviewThe documents were explained to him and he was offered the chance to ask questions before signing the documentsHe returned the documents signed without issue In fact, this tenant did not have an issue with this company until we had to enforce the terms of the lease related to his rent that was received late He has asked that we refund his late feesWe will not do that as they are legitimate fees that were due and payable per the lease contractHe asks that we refund the $move out inspection feeWe will not do that as that is a legitimate fee due and payable, per the signed lease contractHe has asked that we refund the lawn care charge of $We have authorization to refund that amount even though it is a legitimate charge, as a good will gesture

Complaint: [redacted] I am rejecting this response because: "Mr [redacted] stated that he was going to try to turn the water off himself until the plumber could comeThe plumber promptly called Mr [redacted] back that same evening and scheduled the repair for the next day I did mention that I would turn the water off and I did He instructed me to call him at approximatelyor AM the following day I continued to contact him until he returned my phone call at about AM to tell me he would be over later in the afternoon At this point, we could not use any of our facilities that required water for hours I don't have enough money to pay for a hotel room and no family was available to help us out in this caseI would not accept myself or my pregnant wife live like that How is this fair to us as tenants? "Saturday when the plumber arrived to repair the hose bib pipe, no one was homeHe checked the pipe and found no leak then charged our company a service call." When that 11AM phone call was returned to me, He stated that he had a leak at his home and would not be at the address until after 1PM I did advise him that we had a previous engagement and we expected him to be there earlier in the day He did instruct me to leave the side gate open so he can check the repair I asked if he needed access to inside the home and he said no The plumber then called me about PM that day to mention that he was at the home and I asked if he checked the repair He stated that he did and the plumbing worked fine and he anticipated no more issues I also asked him to check the valve in the front of the home to make sure it was working properly He stated that he checked it and everything was functional I will also add that this is the second time that he had to fix a leak in this particular location Winter weather may not have caused this problem and there is no way to ensure that it was the sole cause "...he did not even call the plumber to cancel the appointment which resulted in the owner of the property being charged an unnecessary service call due to Mr [redacted] 's actions" I feel the trip charge was necessary due to the fact that a licensed plumber needed to make the check of the repair So in this case, it was necessary for him to make this check for the betterment of the property "Additionally, as a result of his unprofessional repair, there may be further damages to this pipe that we are unaware of at this point" What exactly do you mean by this statement? If my repair of the pipe was verified by a professional, why would there be "further damages" if the plumber checked and rechecked the work I had to do So is the plumber not a professional? So if I reported that I was making the repair, what would have happened? I am satisfied with not being charged for the trip but I wold still like my tool expenses reimbursed due to the fact that my repair was confirmed by a professional Regards, [redacted]

This is the 2nd attempt to respond to this complaint onlineI hope this time you receive it Ms [redacted] had days to review her lease contract before signing itShe was encouraged to call us with any questions she may have about its contents prior to signing it and she did not She was sent a copy of her lease and related docs the day she moved into the property and was again encouraged to familiarize herself with the document and call us with any questions She did not call and sent us an email later stating that she "is a military service member and understands all about following the rules"She also indicated via email that she "annotate and save EVERYTHING with regards to business transactions"It was a reasonable presumption that Ms [redacted] understood her lease and the terms thereinSee attached All of the leases on properties managed by this firm, including Ms [redacted] 's lease, are written on promulgated forms written by attorneys with the [redacted] Ms [redacted] 's lease clearly states that rent is due on the 1st and considered late if not RECEIVED by us before 11:pm on the ***It states that she is to pay the rent by mailing it to our post office box [redacted] , [redacted] TX [redacted] and that holidays, weekends and mail service delays do not extend the due dateIt also states that the post mark date is not the date we RECEIVED the paymentSee attached Ms [redacted] made a decision to utilize a third party bill pay system through her bank, as she stated in her complaint, beginning Feb That month a payment was not received in our office until Feb 4- which was latePer her signed lease agreement, she is charged an initial late fee of $for the first day and an additional $per day until her ACCOUNT is paid in full We did not receive full payment on her account until Feb [redacted] but we only charged her the initial late fee of $and waived the additional amount due of $ Regarding Ms [redacted] 's claim that "the admin person and (she) had a falling out", I assume she is referring to an email in which Ms [redacted] was instructed NOT to remove certain items in and on this property and she did so any wayThe first day Ms [redacted] moved into this property, she sent a list of things she wanted to change about the property, including removing light fixtures, trees, plant, repainting the entire house, etcSee attachedShe was immediately informed that we would have to check with the owner and get back to herMs [redacted] was given approval to do some things but was specifically instructed NOT to remove certain fixtures, plants, etcShe did not adhere to those instructions and proceeded to remove fixtures that she was told not to remove as per the property owner's instructionsWhen the administrative assistant told Ms [redacted] , again, not to proceed any further, Ms [redacted] responded by stating in a email that she "was not trying to pick a fight with or cause undue stress" to the admin asstI assume that is what Ms [redacted] claims is the "falling out" The late fees will not be refunded at this time as they were due and payable per the lease agreement

Complaint: [redacted] I am rejecting this response because: as the old saying goes "just because you can do something doesn't mean you should"Icon needs to revise how it conducts its banking affairsThere are no methods in place for renters to ensure their rent has made it on timeLate is late, but the least you SHOULD do is look at the post markIf the envelope has a post mark four days prior to rent being due, this is my fault how?? Once it is in the mail, I have no control how speedily the [redacted] gets the mail where it's supposed to be! Yes, I did understand my lease, but I most certainly (at the time) did not know that [redacted] uses a third party to send out checks for paymentI do not want the late fee back and I never asked for it backWhat I WANT is for Icon to change how it conducts it's banking businessHave the common decency to utilize the post mark or get with the program like everyone else and use ebanking services!! As the system currently stands, it is ALL advantageous to IconI try very hard to ensure that my rent is paid on time because I am NOT one of Icons deadbeat renters! Furthermore, we treat this house as if it was ours! This house was a hovel when we moved in here! With the permission of the owner and OUT OF OUR OWN POCKET we have painted the whole interior of this house, replaced some light fixtures, added ceiling fans to rooms that previously did not have them, a new towel rack in the master bath, AND installed curtain rods because there were NONE when we moved in! We don't expect reimbursement and had no intentions of askingI understand that Icon is in the business of property management and making moneyIcon is a double edged sword in this businessIt makes money from the property owner but it also must maintain the homes it proffers for rentWhen you conduct your banking affairs the way Icon does and add statements (paraphrasing) in the lease stating broken air conditioning in the summer does not constitute an "emergency repair" is callous and outrageousIcon needs to rethink how it handles its renters because sooner or later no one but the dregs will rent from them because of how they treat peopleAside from this egregious issue, I am satisfied Regards, [redacted]

I had received delayed, marginally impolite, but mostly effective service from Icon Property management until the owner (Robert S [redacted] ) discovered I would not be utilizing his services as a realtor to find a new home to purchaseHis and his employees' demeanor then changed completelyNot only was he very rude about my decision to not use him as my realtor, but since then, the business has been completely unresponsive in facilitating my moving outThey never answer their telephones or emails, when you can get a hold of them, they do not solve your problems, and most of the staff appears to be clueless regarding the business's practicesThey delayed sending nearly ten thousand of my dollars in remaining rent payments, security deposits, and prorated rentIt was nearly impossible to get anyone to speak to me about itWhen we finally did receive our money back we found that over $had been deducted for them to change a single lightbulbI had replaced all other lightbulbs in the house and had difficulty with that particular light fixture leaving me no other optionI would have hoped they would have been understanding of this matter given the numerous times we let things slide with them; for instance, dealing with no hot water heater for nearly a weekOverall, most frustrating property management company I have ever dealt with

"letter-spacing: -0.1pt">March 5,
On a Friday evening around 6pm, after our office had closed, Mr*** contacted our office regarding a leaking exterior hose bib at the property on *** ***We informed him that we would have the plumber call him directly to schedule the repairMr*** stated that he was going to try to turn the water off himself until the plumber could comeThe plumber promptly called Mr*** back that same evening and scheduled the repair for the next day
Saturday when the plumber arrived to repair the hose bib pipe, no one was homeHe checked the pipe and found no leak then charged our company a service call
Apparently, Mr*** chose not to wait for the plumber to arrive to fix the pipe and he proceeded to fix it on his own
It should be noted that it was discovered that the exterior pipe that broke had not been properly insulated against the freezing temperatures, as the tenant was instructed to doSee attached memo that was sent to all tenants at the first forecast of freezing temperatures
We did not bill Mr*** for the $service callAlthough Mr*** may feel he should be reimbursed for the parts he bought to fix the leak, that was not necessary aa a professional plumber was scheduled to fix the problemMr*** chose not to wait on the plumber to arrive and instead chose to fix the pipe himselfMr*** never advised this office of his intent to attempt to fix the pipe nor did he have authorization to do soIn fact, he did not even call the plumber to cancel the appointment which resulted in the owner of the property being charged an unnecessary service call due to Mr***'s actionsAdditionally, as a result of his unprofessional repair, there may be further damages to this pipe that we are unaware of at this pointNo further action will be taken by this firm
*** ***, Broker
Icon Property Management

This is the 2nd attempt to respond to this complaint online. I hope this time you receive it.
Ms. [redacted] had 11 days to review her lease contract before signing it. She was encouraged to call us with any questions she may have about its contents prior to signing it and she did not....

She was sent a copy of her lease and related docs the day she moved into the property and was again encouraged to familiarize herself with the document and call us with any questions.  She did not call and sent us an email later stating that she "is a military service member and understands all about following the rules". She also indicated via email that she "annotate and save EVERYTHING with regards to business transactions". It was a reasonable presumption that Ms. [redacted] understood her lease and the terms therein. See attached.
All of the leases on properties managed by this firm, including Ms. [redacted]'s lease, are written on promulgated forms written by attorneys with the [redacted]. Ms. [redacted]'s lease clearly states that rent is due on the 1st and considered late if not RECEIVED by us before 11:59 pm on the [redacted]. It states that she is to pay the rent by mailing it to our post office box [redacted], [redacted] TX [redacted] and that holidays, weekends and mail service delays do not extend the due date. It also states that the post mark date is not the date we RECEIVED the payment. See attached.
Ms. [redacted] made a decision to utilize a third party bill pay system through her bank, as she stated in her complaint, beginning Feb 2014. That month a payment was not received in our office until Feb 4- which was late. Per her signed lease agreement, she is charged an initial late fee of $100 for the first day and an additional $10 per day until her ACCOUNT is paid in full.  We did not receive full payment on her account until Feb [redacted] but we only charged her the initial late fee of $100 and waived the additional amount due of $20. 
Regarding Ms. [redacted]'s claim that "the admin person and (she) had a falling out", I assume she is referring to an email in which Ms. [redacted] was instructed NOT to remove certain items in and on this property and she did so any way. The first day Ms. [redacted] moved into this property, she sent a list of things she wanted to change about the property, including removing light fixtures, trees, plant, repainting the entire house, etc. See attached. She was immediately informed that we would have to check with the owner and get back to her. Ms. [redacted] was given approval to do some things but was specifically instructed NOT to remove certain fixtures, plants, etc. She did not adhere to those instructions and proceeded to remove fixtures that she was told not to remove as per the property owner's instructions. When the administrative assistant told Ms. [redacted], again, not to proceed any further, Ms. [redacted] responded by stating in a email that she "was not trying to pick a fight with or cause undue stress" to the admin asst. I assume that is what Ms. [redacted] claims is the "falling out".   
The late fees will not be refunded at this time as they were due and payable per the lease agreement.

Complaint: [redacted]
I am rejecting this response because:
1.  "Mr. [redacted] stated that he was going to try to turn the water off himself until the plumber could come. The plumber promptly called Mr. [redacted] back that same evening and scheduled the repair for the next day.
I did mention that I would turn the water off and I did.  He instructed me to call him at approximately8 or 9 AM the following day.  I continued to contact him until he returned my phone call at about 11 AM to tell me he would be over later in the afternoon.  At this point, we could not use any of our facilities that required water for 15 hours.  I don't have enough money to pay for a hotel room and no family was available to help us out in this case. I would not accept myself or my pregnant wife live like that.  How is this fair to us as tenants?  
2.    "Saturday when the plumber arrived to repair the hose bib pipe, no one was home. He checked the pipe and found no leak then charged our company a service call."
When that 11AM phone call was returned to me, He stated that he had a leak at his home and would not be at the address until after 1PM.  I did advise him that we had a previous engagement and we expected him to be there earlier in the day.  He did instruct me to leave the side gate open so he can check the repair.  I asked if he needed access to inside the home and he said no.  The plumber then called me about 2 PM that day to mention that he was at the home and I asked if he checked the repair.  He stated that he did and the plumbing worked fine and he anticipated no more issues.  I also asked him to check the valve in the front of the home to make sure it was working properly.  He stated that he checked it and everything was functional.  I will also add that this is the second time that he had to fix a leak in this particular location.  Winter weather may not have caused this problem and there is no way to ensure that it was the sole cause.
3.  "...he did not even call the plumber to cancel the appointment which resulted in the owner of the property being charged an unnecessary service call due to Mr. [redacted]'s actions"
I feel the trip charge was necessary due to the fact that a licensed plumber needed to make the check of the repair.  So in this case, it was necessary for him to make this check for the betterment of the property.
4.  "Additionally, as a result of his unprofessional repair, there may be further damages to this pipe that we are unaware of at this point"
What exactly do you mean by this statement?  If my repair of the pipe was verified by a professional, why would there be "further damages" if the plumber checked and rechecked the work I had to do.  So is the plumber not a professional?  So if I reported that I was making the repair, what would have happened?
I am satisfied with not being charged for the trip but I wold still like my tool expenses reimbursed due to the fact that my repair was confirmed by a professional.  Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
I believe they have unfair business practices.  I articulated my issues in the attached word document.  I have support documents and pictures on the PPT slides.  
Regards,
[redacted]

I had received delayed, marginally impolite, but mostly effective service from Icon Property management until the owner (Robert S[redacted]) discovered I would not be utilizing his services as a realtor to find a new home to purchase. His and his employees' demeanor then changed completely.
Not only was he very rude about my decision to not use him as my realtor, but since then, the business has been completely unresponsive in facilitating my moving out. They never answer their telephones or emails, when you can get a hold of them, they do not solve your problems, and most of the staff appears to be clueless regarding the business's practices.
They delayed sending nearly ten thousand of my dollars in remaining rent payments, security deposits, and prorated rent. It was nearly impossible to get anyone to speak to me about it. When we finally did receive our money back we found that over $100 had been deducted for them to change a single lightbulb. I had replaced all other lightbulbs in the house and had difficulty with that particular light fixture leaving me no other option. I would have hoped they would have been understanding of this matter given the numerous times we let things slide with them; for instance, dealing with no hot water heater for nearly a week.
Overall, most frustrating property management company I have ever dealt with.

There is no further action necessary on behalf of this firm regarding this complaint.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: as the old saying goes "just because you can do something doesn't mean you should". Icon needs to revise how it conducts its banking affairs. There are no methods in place for renters to ensure their rent has made it on time. Late is late, but the least you SHOULD do is look at the post mark. If the envelope has a post mark four days prior to rent being due, this is my fault how?? Once it is in the mail, I have no control how speedily the [redacted] gets the mail where it's supposed to be! Yes, I did understand my lease, but I most certainly (at the time) did not know that [redacted] uses a third party to send out checks for payment. I do not want the late fee back and I never asked for it back. What I WANT is for Icon to change how it conducts it's banking business. Have the common decency to utilize the post mark or get with the program like everyone else and use ebanking services!! As the system currently stands, it is ALL advantageous to Icon. I try very hard to ensure that my rent is paid on time because I am NOT one of Icons deadbeat renters! Furthermore, we treat this house as if it was ours! This house was a hovel when we moved in here! With the permission of the owner and OUT OF OUR OWN POCKET we have painted the whole interior of this house, replaced some light fixtures, added ceiling fans to rooms that previously did not have them, a new towel rack in the master bath, AND installed curtain rods because there were NONE when we moved in! We don't expect reimbursement and had no intentions of asking. I understand that Icon is in the business of property management and making money. Icon is a double edged sword in this business. It makes money from the property owner but it also must maintain the homes it proffers for rent. When you conduct your banking affairs the way Icon does and add statements (paraphrasing) in the lease stating broken air conditioning in the summer does not constitute an "emergency repair" is callous and outrageous. Icon needs to rethink how it handles its renters because sooner or later no one but the dregs will rent from them because of how they treat people. Aside from this egregious issue, I am satisfied. 
Regards,
[redacted]

The written, signed lease (and Landlord Rules as well as our welcome letter sent to all residents) state that the rent is due by the 1st of each month and considered late if not actually received by midnight on the 2nd. The lease also states that the post mark date does NOT reflect the date that...

rent is actually received in our office. All residents are given the opportunity to provide the management company with post-dated checks to be deposited on the 1st of each month if they think they will not be able to mail their payment in on time. This tenant did not choose to take advantage of that offer. We did not receive his payment on time so he was charged appropriate late fees as called for in the lease agreement that he signed. We provide written notification to all our residents indicating that we do not waive late fees. We explain that this would put us in a position of judging one tenant more worthy of having their late fees waived than another and could be considered favoritism or discriminatory. This was explained to this tenant when he asked us to waive his late fees. This resident's lease ended on the 31st of the month and his signed lease agreement states that he was responsible for the lawn up until that point. When a move out inspection was conducted on the 1st, the backyard lawn needed attention; the fence line and along all sides of the house had not been edged and was overgrown, the weeds had grown between the pavers and gravel in the extended patio and had to be removed. We have already told him that he was not charged for removing the bird nest above the front door. The signed lease agreement and Landlord Rules state that $75 would be deducted from the security deposit for a move out inspection. 
Not sure why this tenant is filing a complaint as everything he was charged was called for in the lease agreement that he signed. His signature on that document indicted that he understood and agreed with the terms therein.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

Although we understand this former tenant's complaint, it is not valid as indicated in the attached lease documents. We are required by the National Assoc of Realtor Code of Ethics to treat all parties to a real estate contract fairly. Part of the process in making sure we honor this requirement is by providing all parties advance copies of any contracts they will be signing as part of the transaction and allowing them ample opportunity to discuss anything they do not understand and negotiate if possible BEFORE the contract is signed. 
This tenant was given all lease documents on Feb 16 (well in advance of his March 3 move in) for his review. The documents were explained to him and he was offered the chance to ask questions before signing the documents. He returned the documents signed without issue.
In fact, this tenant did not have an issue with this company until we had to enforce the terms of the lease related to his rent that was received late. 
He has asked that we refund his late fees. We will not do that as they are legitimate fees that were due and payable per the lease contract. He asks that we refund the $75 move out inspection fee. We will not do that as that is a legitimate fee due and payable, per the signed lease contract. He has asked that we refund the lawn care charge of $112.58. We have authorization to refund that amount even though it is a legitimate charge, as a good will gesture.

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