Integrated Property Management, Inc.

Complaint: ***
I am rejecting this response because:The surprise inspection was not made on the 20th, in fact it was made on the 6th of July Yes, there were boxes and things in the way of the closet, but that was because my daughter had to move everything out of that closet due to the mold Chlorine Bleach was used on the carpeting in that closet, which causes my daughter to have cluster headaches and asthma She and my granddaughter had to sleep out in the living room due to the smell She also could not spend any more time in that room cleaning No, the A/C techs did not find pet hair in the coils I spoke with ***, the manager of *** ***, and he assured me that there was no pet hair whatsoever found by his employee The only pet hair that was seen was down at the bottom by the vents According to Lone Star, they say they attempted to work with my insurance Which is not true They never returned phone calls either to myself or to my insurance in order to facilitate the claim The "unsanitary conditions" arose because of illness of my children and granddaughter Since I am disabled, I was unable to help much They are required to return and re-inspect the property, which never happened Perhaps they thought that without myself or my husband being present, they could not come back?
Also, Lone Star was informed by *** *** that the whole problem stemmed from not pet hair but instead a bent drain pipe, that also had a valve on it that should never have been placed on it
Regards,
*** ***

In regards to *** *** claims, I've attached the response our office response that was sent to her, in writing, less than hours after her dispute was receivedShe is correct in stating we wouldn't discuss her account with her via phone as our company policy regarding disputes is required in
writing only to protect not only the company, but the resident as wellThis helps to avoid any non-recollection of memory and alleviates the "he said, she said" by creating a documentation paper trailAll additional responses are attachedBased on the research and documentation on file, all charges will stand based on our issued response to the previous resident

Complaint: ***
I am rejecting this response because: The business should dispatch a vendor to remove the satellite dish from my property, even though the previous tenant didn't pay the balance on his accountIt is unacceptable for me to have to wait for the tenant to pay, even if he was sent to collectionsThe business should take care of it's obligations to the property owner.
Regards,
*** ***

To best respond to this complaint, I think you should read the response that was sent to the ***'s to try and understand and resolve their concerns. Here is the email sent on January 21, by *** ***, the Property Manager:The notes in our system state that when we took the property
that the hot tub was empty and we could not determine whether is was working. As a result, in October 2012, we generated a work order to fill the hot tub with water and see if it was operational. The invoice from the contractor states, “ water leaks, Filled hot tub w/ water, has leaks. No power going to system. Replaced amp circuit breaker, power OK, but motor sounds like it’s jammed.” Thus, the hot tub was not operational.At that point, once the hot tub was found to be non-operational, it was never repaired. Since we did not get any response from you, we assumed you decided not to repair it. Even recently, when we sent you information to repair the hot tub, we never got any response from you to repair it. Although this may not have been your intention, I think you can see why we made a fair conclusion that you did not intend to repair it.Subsequently, each time when it was rented to a new tenant, they had to accept the property with it not working. The addendum you are referring to would only be needed if the hot tub were operational. The main purpose that we have a tenant sign a hot tub addendum is to ensure they get proper liability insurance in case someone were to have a serious injury/fatality from the hot tub. The secondary reason is to establish who is responsible for the routine upkeep of the hot tub, such as the chlorine, etc. Since the hot tub never worked for any of our tenants, then this addendum would not be needed. The issue about the addendum is not really the main concern here, since the hot tub was never operational during our management.Based on this information, what I do not understand is why you would want Lone Star Realty to pay for the repair of the hot tub when it was never working from our initial acceptance of the house. I do not see any reason that Lone Star Realty should be expected to fix it. If I am missing something, or do not understand your position, please let me know what I am misunderstanding.When this email was sent, we were trying to understand why the ***'s wanted Lone Star Realty to pay for their property's hot tub when they do not seem to question that it was not operational when we took over the management. I would like an explanation as to why they want us to pay for it. As explained in the email, the addendum is a side issue and not going to change the fact that the hot tub was not working at the beginning of each tenant's lease. Even if we had used the addendum it would have been meaningless for a hot tub not working. I would be like asking a tenant to sign an animal addendum even if they did not have a pet.Keep in mind that the tenant who may have broken the hot tub was not placed by Lone Star RealtyThey were already in place through another management company that went out of business due to fraudulent activity. Thus our only dealings with the hot tub have been with it in a non-operational status.Please explain how Lone Star Realty can be responsible for something that was broken before we took over the management

Complaint: ***
I am rejecting this response because:I have to part from the following premise: LoneStar Realty is the WORST property management firm I have ever dealt withI will expand on this so that you can know what I'm basing my statement onI spent the better part of years in the militaryFrom to early In those years I lived in states and was a tenant under multiple property managersTo give you an idea, in the State of Texas alone I have been a tenant under Property ManagersIn all those years ,and all those moves, in all those states, I have never had a single complaint about a single property managerAnd they have not had a single complaint about meMy good standing credit, I'm sure, would reflect thatIn years of bouncing around the country, this is the first complaint about a business that I ever had to vocalize, file, etcWith that in mind, I say the following:1) I will draw your attention to the email correspondence that they have attached as proof of their notifications to me of my owed balanceThey claim that they notified me on 06/13/Yet, the email correspondence is clearly dated 07/29/More than a month later than the date they claimed to have contacted me and more than full months after I had already moved out of the apartmentHere is how the correspondence between LoneStar and I really startedI moved out of the apartment in late MayI payed the rent for June because I had only given them days notice instead of the they ask forIn late July, I was still wondering where my deposit was, because they said I would receive it by mail with a close out reportI had received nothing or heard nothing from LoneStarSo initiated contact by calling themThey told me, that they sent me a letter dated 06/13/I told them I hadn't received anythingThe lady I was speaking with looked and said "oh yeah your letter was a return to sender and its sitting right here"Which prompted me to question "you have my email address, you have my phone number, you have a fowarding address for meWhy haven't I been contacted to let me know that "a letter with important financial documentation was sent to you and it was returned to us"? Again let me remind you that more than a month had already passed since they claimed to have sent me the letterI'm still living in Texas, I would of received it fairly quicklyAll that time, the money that they wanted to charge me was accruing interests.2) I never received a call from LoneStarMatter a fact in their previous times that they claimed that I owed them money, I would have to call them multiple times, leave messages, and I Would still not get a call back from themThey were always in the habit of sending an email that would say something to the effect of "you owe us this much moneyPay up by this date or eviction notice will go out"Thats itOf course these emails would prompt me to contact them via the quickest way possible(phone) to get an idea of what exactly I owed them because first it was not outlined in the email, second, I'm not in the habit of not paying my bills, and third, it usually was the first time that I was hearing about this "debt". 3)LoneStar's online portal for rent payment lends itself for mistakes being made on how much money you owe or knowing if you have any late fees, or maintenance charges, etcWhen you go to pay your rent online, you basically log in, put in your address and how much you're going to payThey add an $convenience fee(most expensive convenience fee I've ever dealt withnormally they are about $2.50) and you're doneThere is no way of seeing what your balance isAnd here's how this affects the customer in the worse wayLet's say you payed your rent late by one day and they add a $late fee to your rent(sample numbers)You have no way of knowing that those $have been added to your final balance owed for that monthSo here is what happens, you don't get to find out about those late fees until a month or more later when they finally send you the mystery email telling you "to pay up or get evicted"Meanwhile those $have accrued interests over the month and some change that they went unpaid and now they have become $that LoneStar is claiming that you owe them.Throughout my tenancy under LoneStar, I had late rent payments that I can recallOne was late by about daysSimply because I forgotAnd I gladly payed my late fees when they came upBut I mentioned to them, that wouldn't it of made more sense to let me know as soon as they received my payment and realized that I had not include the late fees rather than wait months to tell me that the late fee sum had grown into this absurd amount? I would of gladly taken care of it when it was still $had they let me know sooner rather than later or if there was a way of seeing the money owed in their online bill paying portal.4) The list of vendors that they put on their website as "approved" by them for cleaning services at move out and the like needs to be updatedI sat there and started calling vendors and only one actually answered the phoneAnd to my detriment, he could not provide me with his services because I was moving in a very expedited timelineSo, I went with another cleaning service I found advertised elsewhereThe person I hired did an excellent job in my opinionI provided LoneStar with the receipt as proof that the place had been professionally cleanedLoneStar still wanted to charge me a cleaning fee because, basically, I did not use one of their vendors. At this time, the matter has long been resolvedAnd I had moved onBut in receiving this correspondence, I decided to take the time to continue to inform the business itself, any potential customers, and the Revdex.com of just what kind of entity we are dealing with hereI'm not in the habit of complaining about thingsI'm not in the habit of writing negative reviews for adequate services that were not "perfect"I'm not in the habit of messing with people's businessesBut like I have stated before, loneStar has already built a reputation in the greater killeen area for being dubious or questionable in certain business practicesEspecially when it pertains to Service MembersSo I have to sound the alarm and make it known
Regards,
*** ***

Complaint: ***
I am rejecting this response because: I do not feel I am responsible for the carpet replacement, full cleaning price, and duct cleaningThere was never a electrical fire or fire of any kind on the property during my stay and no records of any calls to fire department for fire on the propertyI was the one who mentioned that I had spoken with a friend who was a Fire Marshall concerning the claim and charges the owner were accusing me of and was told that smoke from food burning does not settle down into carpet or grout in the floor and vapors from food was not enough to cause smoke damage to the walls, floor gout, carpet, and ducts. It surprises me that now the owner states she contacted the local fire marshal but did not mention it when I informed them about a friend that was a fire marshal in the last meeting. The owner informed me that she reduced the paint job to $due to the person who painted the property informed her that he only did $extra work that wasn't from wear and tearThe owner did not state she was reducing the cost from $1,to $due to resolving the issue and my time renting the unit, this is the first I heard of this.The Lone Star Realty & Property Management Incdid not take care of the flooding on the property until approximately to days after the flooding and did not provide blowers to dry the carpet nor did they do any deodorizing of the carpetI stated to owner and Lone Star Realty Property & Management, in our last meeting, that the carpet was mildewed and smelled for months or more after they extracted the water but no one came back out to assess the carpet and smellI also informed them that the edges was frayed and had nails that was no longer covered from the damage to the carpet after the flood but was never repairedThe owner asked the property manager if they had records of the flooding and he said he would have to look for the records because it was so long ago but does remember the heavy rainy season we had in TexasThe owner and property manager knew of the flooding to the duplex because the owner & Lone Star Property maintenance manager came out to assess the property approximately a month later to consider putting drains in the back yard to drain water to the streets, which she did place drains in the back and side yardI was the one who suggested the drains because I had seen the neighbor place drains after the flooding due to severe flooding in her duplexThe carpet was not assessed by a carpet company at no time I resided on the propertyThe carpet was not new when I moved in the duplex and Tthe owner upgraded the floors from carpet after I moved out and did not replace with carpet The hallway had a runner down the middle and that is why the outsides appear darker due to wear and tearI also chose a carpet cleaning company that was provided by Lone Star Realty Property & Management Incand I asked them why the didn't clean the edges of the carpet and I was told they didn't have the tools for thatThe carpet, through out the property, had approximately inches to inches of accumulated dust from the edges of the wall that had collected over the years I resided on the property. The walls in the living room have the most residue from burning of oils and incense which I burned two to three incense and oils dailyI did inform Lone Star Realty Property & Management Incmaintenance personnel that I did have some sausage and a boiled egg burn and set off the alarm but I did open the kitchen door that was right next to the stove and the vapors from the food did go out within a few minutes and the alarm was silencedI did inform her that I did not burn candles but I did burn oil and incense, but I was told not to mention incense and scented oils in the email because the insurance company was refusing to pay for any smoke damages due to finding of candles or incense burning and only to mention about no candles because the owner was trying to get the insurance company to pay for the repairs, so incense and scented oils were not mentioned in the email. I did state the fire alarm sounded because it was in the dinning room area which any bit of smoke set off the smoke alarm, which it should do if working properly. The area on the lower living room walls is where I had a large old floor model flat screen TV that had a motor and that is where that dark area comes from. I did not remove or rearrange any of my furniture or wall paintings during my years of residing on property while renting with Lone Star Realty & Management Incwhich shows the cosmetic damages which is wear and tear and the edges of the carpet is the accumulation of dust and not alleged smoke damage. In the other bedrooms,I also had TV's with a large protruding back that had a motor that left the dark area on the wall and not smoke from a fire as claimed by the ownerThe bedroom closets had several containers with clothes stored in them and the edges of the carpet is where dust accumulated and collected over time of my stay on the property.The ducts was cleaned at the owners choice and not due any fire on the propertyI do not feel I should be responsible for something that is not required by law, but is a choice made by the Lone Star Realty property manager and was not listed on the move out clean up listThe ducts was cleaned and not repaired, as I was charged for cleaning as stated on the statement of charges, and there were no picture provided of the ducts to meThe Lone Star Realty Property & Management Incdid not provide pictures of unclean toilets, cabinets, tub, oven, refrigerator, & countertops because they were cleaned very wellYou can see in the pictures the bathroom was not unclean but wear and tear. I feel I was charged for cleaning of the whole duplex and not the few items shown on picturesIf I was charged for the painting of the doors and walls why is the doors being charged in the cleaning and painting? I had semi annual inspection for the years occupying the resident and pictures was taken of carpet and walls by Lone Star Realty & Management Incduring each inspection and I was never sited for any cleaning issues or smoke damagesThe property was also managed by another realty company for approximately or years prior to Lone Star Realty and I never had any hits on inspections from that realty companyI was the one who stated I would take the owner to court after my several attempts to speak with someone concerning my dispute with no results and that is when I was given a date to meet with the owner and property manager which I only met with them that one timeThe owner did not state she would take me to court if adjustment was not paid, but did say she would look into the carpet issue and get back with me, because we did not come to a complete resolution during the one meetingI also mentioned that the carpet was replaced with concrete floor tiles through out the duplex and not carpet replacedThe insurance company stated the alleged smoke damage was from candles or incense and not the burning of food as claimed by owner , which I did tell the owner and Lone Star Realty & Property Management Incthat I did burn scented oils and incense, which smoke does release into the air and up to the ceilingI even explained to them that I burn scented oils and incense everyday during my stay on the property and even had them burning during the semi-annual inspections and was complimented on how nice my place smelled when the Lone Star Realty & Property Manager Incpersonnel came to inspect the property on several occasion.It is my wish to settle this matter but I do not feel I am responsible for the cost of the carpet replacement and duct cleaning *** ** ***
Regards,
*** ***

Complaint: ***I do not accept their response based on the following reasons;1) I received a letter to my SISTERS home in Del Valle, TX regarding the charges that were applied to my security deposit from their office. Due to working in another state my sister sent these letters VIA text messageThe letter stated that I owed an additional $out side of my $dollar security depositAt the bottom of this letter it stated that if this matter wasn't resolved within days they would send it to a collection agency with a 40% fee. 2) I sent a demand letter along with photos and documentation disputing these fees with NO response from their office. 3) I contacted their office on the 23rd of Septasking if they had time to review my demand letter and supporting documents (I was told that the person that was reviewing this information was not in the office) 4) I contacted their office again on the 29th of Sept. concerned that this matter was not resolvedI spoke to the accounting department about the fees being sent to collection agencyShe stated that they were no longer managing the property; my demand letter was forwarded to the owner of the property and I needed to dispute these charges with themShe explained that they will not send this matter over to a collection agency but any correspondence between the owner and I needed to be sent to their office to update their records. She also stated that she "believed" that they sent a letter explaining this to me to my forwarding address5) I contacted them again on Oct 3rd because I did not receive the letter explaining who I needed to dispute these charges with or how to contact them. I asked for the property managers email address so that I could request something in writing as I have been given the run around from their office.I attached a copy of the demand letter that was sent to their office disputing their charges (charges from their office and not the property owner) The text messages of the letter my SISTER received from them (if they are indicating that I am not receiving mail because I am working in another state that is incorrect) and my phone log showing that I have been trying to get something in WRITING from their office regarding the information that was given to me over the phone along with an address so that this matter can be resolved as I disagree with all of these chargesAs you can clearly see there are multiple charges on the letter and I have sent them photo documentation disputing all of these items; please note that the lease that I signed does not state that I COULD NOT smoke in this property and/or that I would be charged for an ozone machineI will also state that I have deployment contracts stating that I was not home to even cause a smell that they are describing
Regards,
*** ***

Mr***'s statements are completely inaccurateI have attached (uploaded) email regarding my notification to him regarding the status of his rental property of which he never respondedBased on the lease contract and lack of a proper day notice all charges on his account will stand as he
was an equal party to the lease and it's legal obligations

Complaint: ***
I am rejecting this response because: Repairs to wall, have never been made
Regards,
*** ***

I have issued our response regarding complaint # *** belowIn addition, I’ve attached all supporting documentation as wellThanks again and have a wonderful remainder of the week.Ms*** inaccurately states that she didn’t sign a lease (with her previous management company) that annotates
the tenant is responsible for all maintenance work ordersVerbatim, the lease addendum regarding Special Provisions, “You, the Guest, are responsible for the first $of all service calls to the property that are NOT a health/safety issue regardless of whether they are initiated by you the tenant or us the agencyThis applies to service requests while you are in the property or at the move out point.” This addendum to the lease was signed and dated on 5/14/(see attachment)Secondly, as a one-time courtesy, we removed all late fees associated with her service call fee prior to her August rent being due and the new lease w/ Lone Star Realty and Property Management, Incbeing signed (see attachment)We held the tenant accountable for the maintenance fees, per her original lease agreement; therefore, those charges weren’t reversedWe trust the supporting documentation validates the fees assessed to their account and will consider our decision justified and finalized. Very Respectfully,
*** ** *** *** ***
*** *** *** * *** *** ***
*** * *** *** *** *** ***
*** *** *** *** *** * *** *** ***
***

We have responded to the complaint, there has been no new information that gives cause for changing the position already set forth. The owner has made her decision on this matter and has attempted to be as fair as possible with the resident charges. Damages exceeded that of "wear and tear". We do take exception to comments made towards staff and their actions- they have worked diligently to find out what happened in this unit and to resolve the issues for the owner. No further responses are needed to this complainant

Ref: *** *** ID # ***. This resident has spoken to numerous people in our office regarding this issueTo recap: -Mr*** entered into a one year lease agreement in April that ran through the end of April 2015. His rent was $1,per month-On January 21, resident put in an“Intent to Vacate Notice” for February 9, which he later changed to January 30, 2015. (Making this a day notice to vacate.) He did not have a copy of his orders and was told he would have to provide those in order to terminate under the military clause as outlined in paragraph #of the TAA Lease. He was also told he would be responsible for February’s rent. This was written in the “For Office Use Only” section of the notice. (A copy of the “Intent to Vacate Notice” has been attached to this response.) -As required in paragraph #“Move Out Notice” he was required to give day notice that ran from the first to the end of the monthAdditionally, and in accordance with paragraph #“Military Personnel Clause”, …..”After you deliver to us your written termination notice, the Lease Contract will be terminated under this military clause days after the date on which your next rental payment is due.” This meant that Mr*** was responsible for February rent in accordance with the lease contract due on February 1, (A copy of the lease agreement has also been attached to this response.) -On January 26, we sent Mr*** a letter acknowledging his intent to vacate and reminding him that we needed a copy of his military orders and he had to pay the full month’s rent for February. (Copy of that letter has been attached to this response.) -January 30, the move out inspection was conducted. As per the lease agreement paragraph “Special Provisions”- “Carpets must be professionally cleaned every months and upon move out, receipt required.” This requirement was also restated in the “Move out Cleaning & Procedures Addendum” that was provided at lease signing and again when his Intent to Vacate Notice was turned in. This Addendum explains how to clear the unit properly, it explains the reinspection fee if the unit is not cleared properly and it provides vendors that can be contacted if a resident does not wish to do things himself, to include several names and phone numbers of carpet cleaning companies. In this case, Mr*** attempted to clean carpets himself instead of having them professionally cleaned as required in the lease. Here again, he was obviously aware of the requirement just didn’t want to follow the specificsMr*** was charged $for carpet cleaning (the exact amount of the bill charged by the cleaning company). He was also charged for a damaged gate in the amount of $and the re-inspection fee of $He was not charged for any general cleaning to the home. Mr*** did not pay his February rent as required on February 1, putting an unnecessary hardship on our owners who relied on that rent to make their mortgage payment. He was originally charged rent and a reletting charge to his account for not clearing properly. We worked diligently to find a replacement tenant and credited him the remainder of February’s rent once we secured a credit cardThe account, now four months past due, has been turned over to credit collections and the new amount has been broken down for the resident-May 12, tenant responds stating he is confused over the reletting charge and wishes to dispute it-May 12, tenant liaison responds she will forward his email to the inspections department to reply to his dispute. Disputes must be in writing and the email was accepted as that written dispute-May 12, Mr*** emails information he has found online regarding reletting fees and explains he does not feel he should be charged the reletting charge. Attached to this response is a copy of Mr***’s TAA Lease Contract, letter dated January 26, reminding him about paying his February rent and supplying his orders. Also attached is a copy of his intent to vacate notice stating he would be responsible for his February rent and the four returned envelopes received back from the forwarding address he providedMr*** does not want to accept that he was responsible for paying his rent on February 1, despite being told he must do so numerous timesIn not vacating properly, it triggered the reletting charge. Residents, Mr*** included, often times don’t consider the hardship they cause for the owners of properties when they don’t honor their commitments to pay the rent on time. Many of our owners are military too. If an owner can’t make their mortgage payment on time, they too are subject to late fees and they can’t get those waived because the tenants aren’t paying their rent on time. This all could have been avoided if he had done things the way he was supposed toHe simply chose not to do things correctly and this was an intentional decision on his part based on my review of all the correspondenceIf Mr*** pays immediately, I will attempt to pull his account from credit collections and remove the credit collections fee of $and will lower his balance due to $375.00. This balance must be paid by August 30, in certified funds or the entire balance will stand. -
Revdex.com*** ***
*** *** ***
Ewa Beach ,HI
Dear *** *** :
This message is in regard to your complaint submitted on 8/12/1:37:AM against Lone Star Realty & Property Management, Inc. Your complaint was assigned ID ***
The business has sent the Revdex.com a message regarding this complaint, and we are passing it on to you. The contents of this message are below or attached. All responses will be copied to the companyPlease respond within calendar days or the complaint will be closed as assumed resolved. The text of your response may be publicly posted on the Revdex.com Web Site (Revdex.com reserves the right to not post in accordance with Revdex.com policy)Please do not include any personally identifiable information in your responseBy submitting your complaint, you are representing that it is a truthful account of your experience with the businessRevdex.com may edit your complaint to protect privacy rights and to remove inappropriate language
Regards,
*** ***
DR Specialist
MESSAGE FROM BUSINESS:
Ref: *** *** ID # ***. This resident has spoken to numerous people in our office regarding this issueTo recap: -Mr*** entered into a one year lease agreement in April that ran through the end of April 2015. His rent was $1,per month-On January 21, resident put in an“Intent to Vacate Notice” for February 9, which he later changed to January 30, 2015. (Making this a day notice to vacate.) He did not have a copy of his orders and was told he would have to provide those in order to terminate under the military clause as outlined in paragraph #of the TAA Lease. He was also told he would be responsible for February’s rent. This was written in the “For Office Use Only” section of the notice. (A copy of the “Intent to Vacate Notice” has been attached to this response.) -As required in paragraph #“Move Out Notice” he was required to give day notice that ran from the first to the end of the monthAdditionally, and in accordance with paragraph #“Military Personnel Clause”, …..”After you deliver to us your written termination notice, the Lease Contract will be terminated under this military clause days after the date on which your next rental payment is due.” This meant that Mr*** was responsible for February rent in accordance with the lease contract due on February 1, (A copy of the lease agreement has also been attached to this response.) -On January 26, we sent Mr*** a letter acknowledging his intent to vacate and reminding him that we needed a copy of his military orders and he had to pay the full month’s rent for February. (Copy of that letter has been attached to this response.) -January 30, the move out inspection was conducted. As per the lease agreement paragraph “Special Provisions”- “Carpets must be professionally cleaned every months and upon move out, receipt required.” This requirement was also restated in the “Move out Cleaning & Procedures Addendum” that was provided at lease signing and again when his Intent to Vacate Notice was turned in. This Addendum explains how to clear the unit properly, it explains the reinspection fee if the unit is not cleared properly and it provides vendors that can be contacted if a resident does not wish to do things himself, to include several names and phone numbers of carpet cleaning companies. In this case, Mr*** attempted to clean carpets himself instead of having them professionally cleaned as required in the lease. Here again, he was obviously aware of the requirement just didn’t want to follow the specificsMr*** was charged $for carpet cleaning (the exact amount of the bill charged by the cleaning company). He was also charged for a damaged gate in the amount of $and the re-inspection fee of $He was not charged for any general cleaning to the home. Mr*** did not pay his February rent as required on February 1, putting an unnecessary hardship on our owners who relied on that rent to make their mortgage payment. He was originally charged rent and a reletting charge to his account for not clearing properly. We worked diligently to find a replacement tenant and credited him the remainder of February’s rent once we secured a credit cardThe account, now four months past due, has been turned over to credit collections and the new amount has been broken down for the resident-May 12, tenant responds stating he is confused over the reletting charge and wishes to dispute it-May 12, tenant liaison responds she will forward his email to the inspections department to reply to his dispute. Disputes must be in writing and the email was accepted as that written dispute-May 12, Mr*** emails information he has found online regarding reletting fees and explains he does not feel he should be charged the reletting charge. Attached to this response is a copy of Mr***’s TAA Lease Contract, letter dated January 26, reminding him about paying his February rent and supplying his orders. Also attached is a copy of his intent to vacate notice stating he would be responsible for his February rent and the four returned envelopes received back from the forwarding address he providedMr*** does not want to accept that he was responsible for paying his rent on February 1, despite being told he must do so numerous timesIn not vacating properly, it triggered the reletting charge. Residents, Mr*** included, often times don’t consider the hardship they cause for the owners of properties when they don’t honor their commitments to pay the rent on time. Many of our owners are military too. If an owner can’t make their mortgage payment on time, they too are subject to late fees and they can’t get those waived because the tenants aren’t paying their rent on time. This all could have been avoided if he had done things the way he was supposed toHe simply chose not to do things correctly and this was an intentional decision on his part based on my review of all the correspondenceIf Mr*** pays immediately, I will attempt to pull his account from credit collections and remove the credit collections fee of $and will lower his balance due to $375.00. This balance must be paid by August 30, in certified funds or the entire balance will stand. -
Revdex.com*** ***Lone Star Realty & Property Management, Inc
W Jasper Dr
Killeen TX 76542
Re: ID # *** - *** ***
Dear *** ***:
Thank you for your cooperation in responding to the above consumer's complaint and for the opportunity to assist you with resolving their concerns.
We notified Jeremy *** of your response and requested notification of whether or not a satisfactory resolution had been reachedRevdex.com has not heard back from the consumer Therefore, the complaint has been closed and will be included in your firm’s Revdex.com Business Review as: “Answered - Revdex.com has not heard back from the consumer as to their satisfaction with the business’s response.”
The text of your response may be publicly posted on Revdex.com’s website Revdex.com reserves the right to not post in accordance with Revdex.com policy, and we may edit your response to protect privacy rights and to remove inappropriate languageIn the event the consumer contacts Revdex.com again regarding this issue, we may reach out to you to review any new or additional information we've received from the consumer
RevDex.com develops and maintains Revdex.com Business Reviews on companies in our service
area This information is available to the public and is frequently used
by potential customers Your level of cooperation in resolving this
dispute is now part of your Revdex.com Business Review Each year, millions of
people contact Revdex.com for pre-purchase information, and your response to this
dispute will assist your future customers in making valuable pre-purchase
decisions.
We appreciate your cooperation in addressing this issue, and hope we can be of service to you in the future
Sincerely,
*** ***
DR Specialist
Revdex.com*** *** *** *** *** Ewa Beach HI 96706 Re: ID # ***- Lone Star Realty & Property Management, IncDear *** *** ,We have not received your response to confirm this complaint has been resolvedTherefore, this complaint has been closed and will appear in the company's Revdex.com Business Review as: “Answered- Revdex.com has not heard back from the consumer as to their satisfaction with the business's response.” Please know that Revdex.com is always available to discuss your case and review additional information. Sincerely,*** ***| Operations Team

Good afternoon ***, Our office has issued the below response to Mr***’s complaintOur office has been in contact with Mr***’s wife, Lauren, regularly over the course of the last few months via email and in person. The initial issue arose when the ***’s requested to have their
tenants vacate the property prior to the end of their lease contract because they were moving back to the area and wanted to reside in their homeThey offered to release the tenants without penalty if they would agree to vacate by the end of February Lone Star’s management agreement policy is to assess a management commission penalty for each month remaining of the lease contract, but because we’d had the management for so long we agreed to waive the fees that owners would typically incur. I contacted the residents with their offer, at which point, they expressed they could potentially vacate early if her husband’s job transfer happened quickly, but couldn’t give a definitive answerI called Mr*** to update him and he said he understood, but to keep him postedA few weeks later the tenants called back stating they could vacate by the requested date if the owners still wanted to move back into their home although they aren’t obligated to vacate until the end of their lease termI emailed the ***’s to let them know the tenants could move by the requested dateShortly after, the tenants came into our office to extend their move out date to 3/31/16. Immediately after the staff notified me that the date had been extended I emailed Mrand Mrs*** to make them aware of the situation Two months ago (after being notified of the move out extension) Mr*** entered into our office and created a volatile environment for all parties involved He was extremely irate that the tenants extended their move out date and demanded to speak with me immediatelyAt the present time, I was working with another homeowner in my office so he was asked to wait momentarily in our lobby waiting area. Another member of our staff was aware of the nature of his visit and tried to assist him with information regarding the move out date extension He began speaking at an elevated voice level with her in the lobby with other patrons presentAs the noise level rose, I excused myself from the owner I was working with to try to diffuse the situationI asked him to lower his voice and he immediately became irateMr***’s behavior was not only provoking and disrespectful, but he began to slander the company’s reputation and several members of our staff as wellHe was then asked to leave the premises and informed that all future correspondence would only take place with his wifeUpon his departure he, again, began using profane language in our parking lot and advised clients arriving not to use our servicesMr*** immediately began posting negative comments and defaming our company reputation on several social media outlets although our office was working diligently to accommodate their requests in a reasonable amount of timeAfter the ***’s left our office I called the tenants to find out what caused the extensionShe informed me that they had to take an emergency flight out of state because her husband’s mother was placed on life support and they wouldn’t have time to move as initially intended, but would be able to vacate by 3/31/I received an email from Mrs*** a few days later stating she felt the situation was poorly handled although acknowledging her husband’s behavior was in extreme poor taste I expressed the nature of the tenant’s family emergency and advised that a situation always has a resolution when given the opportunity to do so in a respectful mannerMrs*** has since been extremely cordial and patient as we’ve continued our professional relationship during the termination transitionShe’s since been in regular communication with our Office Manager and Maintenance Manager regarding their tenant’s recent move out and management termination As of today, Mrs*** has picked up keys and resumed possession of her property, thus this will be our final response and will consider the file closedVery Respectfully, *** ** ***, Office Manager

Ms*** is incorrect in stating the owner of the a/c company that performed the acid wash relayed information to our office other than it was caused by the pet hair in the previously supplied pictureOn the contrary, the vendor informed our office that he never spoke with the tenant regarding the pipe being related to the cause of the leak on the air handler and he wouldn't mind submitting that statement in writing The inspection took place on the 6th of July, the pictures were uploaded into the cloud portal on the 20thIn regards to the bleach solution used to treat the mildew that was present, that is protocol in any property to alleviate actual mold spores from accumulating and if a health condition was present, it should have been disclosed to the vendor prior to treatmentIn addition, the unkempt areas of the property was throughout the home, in excess, of which included the closet mentioned previouslyLastly, our office spoke with *** regarding her claim, but we have no direct influence on the outcome; however, we will always provide an insurance company with factual statements which could cause a claim to be denied if a resident didn't fully disclose all the information upfrontWe have since been to the property and during the last inspection, the home had a drastic change in cleanliness, for the better, but makes no merit on when it was previously addressed with the tenantsBased on all information provided to our office from the subcontractors all charges stand in full and have since been satisfied

In 2014, the previous tenant was charged accelerated depreciation for the satellite dish removalAccelerated depreciation is charged to a tenant when actual services aren't rendered because the repair doesn't affect the property in regards to renting or affect the health and safety of a future
resident, but the funds are available in the event the property owner wishes to perform the work at a later dateIn this particular case the previous resident's security deposit didn't satisfy all of the charges assessed to his account resulting in an outstanding balance in excess of $On 8/20/the resident's account was transferred to a collection agency that works on our behalfUnfortunately, Mr*** didn't receive a response from Ms*** because she no longer works for our company and her email address has been deactivatedIf he has any future questions in regards to his past resident's accounts he may direct them to our office directly and we can provide him with any information regarding the collection agency working on his accountWe have attached all supporting documentation regarding this explanation to the response as well

Ref: *** * *** *** Property: *** *** *** ** #*** -Residents moved in on August 5, with a lease expiration of July 31, -Residents put notice to vacate on April 29, with a move out date of May 31, -On June 24, residents received
"Security Deposit Resolution" statement along with a pet deposit refund and security deposit refund in the amount of $1,125. This amount was $shy of their original deposit. Residents were charged $for cleaning that was needed, $for removal of weeds in the flower beds and a re-inspection fee of $which is a charge agreed to in the lease by the parties when vendors have to be hired to complete the work the residents leave to be done upon vacating. -Residents had hired a cleaning team, Butterfly Cleaning, to take care of the move out requirements that were provided at the initial lease signing and again when notice to vacate was submitted. It is always our goal to have residents clear properly. Approximately 25% of our properties are preleased before they are available so the goal is to have residents clear properly. They are also provided names and phone numbers of reputable companies within the community that are reasonably priced and familiar with the cleaning guidelines of our company. Lone Star Realty does not have in house maintenance and all work is contracted out and the exact amount billed for services is what our owners or residents pay- there is no benefit for Lone Star Realty to order repairs that are not necessary. -Inspector was made aware that a cleaning company had been hired to clean the house for the residents. Our staff reached out to the resident's company and provided a list of the things they had missed and gave them an opportunity to go and complete those items. The keys were made available and waiting at the front desk. While it was not our responsibility to put things on hold and make those attempts, we took the steps to give them the opportunity as the residents had already paid for those services. They failed to clean the items and another cleaning team was hired to take care of the items and resident was charged the fee they charged on their bill and nothing more. -This has been explained in written response to the residents as part of our dispute process and pictures have been provided to the resident showing the items. It would be reasonable for the residents to go back to their hired team and ask for the reimbursement for the work they were hired to do and did not complete, despite the extra opportunity to do so. Residents are given the opportunity to be present for their move out inspection, while the inspector is not able to discuss the results and what the refund will be at this time as they don’t have all the information on the residents account on hand at this inspection, it is always preferable for them to be there so they can take care of a minor deficiency. We would much rather give the resident the opportunity to take care of something minor at this time so that when that door is shut we know it is ready for the next resident. In the absence of this, our staff has to go through the time and effort of creating work orders, hiring a vendor to do the work, paying the invoices, re-inspecting the property and notifying owners of the expenses. This is all time consuming and we wish to avoid that and have done everything possible on our end to help ensure that residents have what they need to have a successful move out. This resident claims they were not given that opportunity, the only exclamation for this would be that the three inspectors may have been totally booked for the day they requested. This is a heavy PCS cycle with on average 40-move ins and move outs per month and the majority of those clearing the end of the month. I suspect that by the time this resident called they had no slots to offer having been booked up with other residents-The Reese family were good residents overall there were just some things that unfortunately their cleaning team missed and despite giving an opportunity to go back they did not take care of the items

Ref: Revdex.com#*** *** *** *** *** *** ***
*** ** *** Tenant states she was wrongly charged for “ damages that are not even damages” and feels she was charged for damages that were there upon move in. Resident entered into a lease on ***
*** *** *** ** *** with an effective date of April 9, and an expiration date of March 31, She completed an Inventory and Condition Form and signed the “Move Out Cleaning & Procedures Addendum” that outlined the cleaning guidelines that were expected upon move out. Each resident is provided this at lease signing and again when they provide notice to vacate to help them in a successful move out and a full refund of deposit Resident moved out of the unit April 30, On May 27th she was sent her “Security Deposit Resolution” , “Statement of Charges” along with the work order showing the scope of work broken down by room for the independent contractor that was hired to complete the work. This was an independent contracting company and the amount they charged for the work was assessed to the resident for those items she was deemed responsible for. There is no benefit to management to assess damages that are not there. The amounts of any work done are the exact amounts that are assessed to the resident or owner depending on whom is responsible. Resident agreed to some of the items and disputed others claiming they were “wear and tear” or were present upon move in. A complete review was made of her file to include review of dozens of pictures to be sure the assessment was accurate. It is always our goal for residents to clear properly. As was the case here, the property was preleased and a property that is not cleared properly causes undue hardship on the owner, in time and finances and the staff who has to coordinate with individual companies to get the work completed at the last minute to ready the property for the next familyIt also causes a hardship for the family moving in if cleaning and needed repairs prevent them from moving into the home as scheduled. On June 22, the findings of that review were sent in writing to Ms***. A copy of that letter is attached. It explained the tenant damages and they were not considered “wear and tear” but actual damages incurred during her tenancy. She was charged for a portion of carpet replacement due to high amount of stains that the resident caused that could not be removed by the cleaners. A review of photos shows they were not present prior to her move in She had not cleaned in accordance with the “Move Out Cleaning & Procedures Addendum” She was provided two copies of this form. On this form it also provides contact numbers for businesses that provide services if they are unable to do it themselves. We go to great lengths to try and ensure a good move out for our residents. A copy highlighting the areas that needed to be done by an independent contractor was provided and is attached to this response. It was also highlighted at #that a re-inspection fee will apply if contractors have to be hired to perform services that the resident was responsible for. An outside vendor had to be hired to remove trash from the yard and to remove cigarette butts from the front yard. Pictures were provided We regret that we were unable to assess things differently as requested by Ms***. We have a responsibility to be fair to all parties and we must maintain the homes that belong to our owners. “ wear and tear” to a unit is not something we charge for and owners know that these items, along with basic maintenance, will be their responsibility as the homeowner. However, residents have a responsibility to care for the homes they have been entrusted with and to return the properties clean and in good repair- absent of new damage. If cleaning and repairs are needed as a result of that tenancy over and above “wear and tear”, then that falls to the resident to pay and should be done timely. Many of our owners are military, residents who leave damage and then don’t take responsibility for those expenses puts an undue hardship on them. As in this case, this owner has had to absorb these costs in order to prepare the unit for the next family in order to earn the rent to cover their mortgageThe damages had to be taken care of. Warmly, *** *** Broker Lone Star Realty & Property Management, Inc

I have attached copies of all original documentation provided to Mr. [redacted] during our initial dispute response sent to him on 8/25/16. I have also included a copy of the signature sheet Mr. [redacted] signed when he turned in his keys showing receipts were not provided to our office at the time he...

relinquished possession of the property. We are confident in all policies and documentation on file with our office and have deemed the validity of a charges and final. Very Respectfully, [redacted], Office ManagerLone Star Realty & Property Management, Inc.[redacted] [redacted], Texas 76542Phone: ([redacted] Ext. [redacted] | Fax: ([redacted]

Mr. [redacted] submitted a dispute regarding charges to his account the same day he initiated his compliant with the Revdex.com. Immediately, our Tenant Liaison started researching his account immediately. There was email traffic between the two indicating she was working on it the same day the dispute was...

received. As mentioned in the correspondence with him, he was asked to provide documentation for certain items related to his move out in order for our office to make adjustments to his account. As a company, we never deny a current or former resident copies of their statement of charges if they request it. We do require all communication related to disputes in writing to protect not only the company, but the resident as well. During the investigative stage and upon the proper documentation being provided by the former resident, our office gave him a credit in the amount of $412.50 towards his account which left him with a balance due of $47.50 of which he paid on 8/15/16 as shown on the statement attached to this response. We are not in the habit of overcharging a tenant unjustly and if we have made an error we always rectify it. In reviewing all of the correspondence between Mr. [redacted] and the staff, it appears all of his concerns were addressed the moment they arose and adjustments where necessary were made. In regards to him stating we never tried contacting him prior to the account being prepared for collections is inaccurate. A member of our staff not only emailed him regarding his outstanding balance on 6/13/16, but a phone call was made as well. He didn’t respond until he received the final demand email a few days prior to being prepared for collections. I have attached all documents to support our response. Very Respectfully, [redacted] Office ManagerLone Star Realty & Property Management, Inc.[redacted]Phone: [redacted] Ext. [redacted] | Fax: ([redacted]

Our office has issued a formal response to Ms. [redacted] via certified mail and we have attached the response in question. We provided pictures to document all charges assessed to her account for validity purposes. We filed a formal eviction on Ms. [redacted] for non-payment of rent as a result of...

defaulting due to not satisfying a past due balance for damages assessed to her account. We have gone into detail regarding this matter in the attached document as well.