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Reviews Kaufman O'Neil Architecture, LLC

Kaufman O'Neil Architecture, LLC Reviews (12)

I am writing in response to the complaint submitted on February 4, by Mr [redacted] Mr [redacted] mentioned that his realtor gave him incorrect information, or information that was misunderstood prior to signing his leaseWhile Mr [redacted] ’s situation with his realtor is unfortunate, he was presented with the lease and given the option to review it prior to signing the documentThe lease states in several places that while Realty does initially receive the bill for gas, water, stormwater/drainage, and trash, the bill is split equally between all occupants of the building and the cost allocated back to each tenantThis can be found both on page of the TAA lease contract, and the following addenda to the lease: Lease Addendum for Allocating Water/Wastewater Costs, Lease Addendum for Allocating Trash Removal and Recycling Costs, Lease Addendum for Allocating Natural Gas Costs, and Lease Addendum for Allocating Stormwater/Drainage CostsAll tenants of this lease were given an opportunity to read and review each page of the lease prior to signing the document electronicallyMr [redacted] inquired about why he is being billed for gas at the property, when all the internal appliances in his apartment are powered only by electricityThe tenants of this building are billed for gas because the water heaters on the property are powered by gasWhile no appliances in the apartment are powered by gas, all hot water on the property is powered by gasMr [redacted] stated that he was unaware of his requirement to replace light bulbs and air filters until after his lease had already been signedMr [redacted] ’s lease states on page 7, section 40, that he is responsible for replacing light bulbsIt also states on the addendum titled “Addendum to Lease Rules, Regulations, and Policies” that he is responsible for replacing his air filter monthlyAll tenants were given an opportunity to read and review each page of the lease prior to signing the document electronicallyMr [redacted] stated that Realty only offers online payment for rent, and he was uninformed of any other way to make his monthly rental paymentAs stated on page of Mr [redacted] ’s lease, Realty offers payment both through our online payment site, or at our office located at Rio Grande Street, Austin, TX When the initial account-holder set up the online payment account, the initial account holder did agree to the fifty cent processing fee for online paymentsAfter speaking with Mr [redacted] directly, he admitted that this account was initially sby his fellow lease-holder, Jessica RiosHowever, Realty has offered a $credit onto Mr [redacted] ’s account to cover the fifty cent convenience fees that would occur through his lease if he continued to pay online once a monthRealty also offered him the option to pay with a check with no penaltyThe $fee that was referenced is a fee for returned payments due to non-sufficient fundsWhile the representatives at Realty are apologetic that Mr [redacted] had issues paying his rent, the fee related to returned payments cannot be removedIn regards to the pool issue Mr [redacted] outlined, Mr [redacted] notified our office of this on August 24th, As of the following day, August 25th, 2015, a Realty representative contacted our pool maintenance company to remedy the issueRealty had no further contact from Mr [redacted] about this issue until this complaint was made on February 4th, Realty will act with customary diligence to repair any pool issue that is brought to our attentionAdditionally, 5% of the total water bill for the property is deducted from the tenants’ allocated portions for common area usage such as the pool, so no tenant is penalized for pool situations such as overflowAs Mr [redacted] has stated, Realty has attempted to send pest control to his apartment several times, and Realty regularly has the exterior of the property treated by a professional pest control representativeHowever, since Mr [redacted] has had consistent issues without relief, Realty has agreed to credit him a refund for the past months of pest control charges that were placed on his accountRealty has also agreed to send pest control to his apartment weekly to remedy the issue he has been experiencingMr [redacted] correctly that an outside company, Coinmach, owns the laundry machines at his current apartment complexRealty is under a contract with this company and legally cannot touch, repair, remove, or replace the existing laundry machinesRealty agrees that the service Coinmach has provided has been less than adequate and Realty plans to pursue whatever means necessary to get all laundry machines at the complex operational againReaty has also placed a small credit on Mr [redacted] ’s account for money lost in the inoperative machinesTotal billing adjustment issued by Realty to Mr [redacted] : $for pest control and laundry, $for monthly rental payment convenience fees to monthly rental payments

Complaint: [redacted] I reject 512’s resolution of this complaint There was a roach issue with this unit/building long before I moved inhas failed to produce any evidence that a pest control treatment was made before allowing tenants to occupy the spaceRoaches were found immediately following move inIn order to get a spray treatment in my apartment I needed to move all furniture a foot away from the wallThe same furniture that was all just moved inI am not capable of moving my large dresser, bed, entertainment center, kitchen table, large area rugs, and couch with mechanical recliners as they are too heavy for meA moving company was required to do thisA $bill was sent to at the end of September to cover this moving expense, and still remains unpaidChoosing to wait until after tenants moved in to schedule a pest control treatment was 512’s choice, not mine agreed by telephone, but made no mention here, that I get to choose independent pest control companies to come evaluate and treat the propertyThese visits will be paid for by realtyThese two companies will not be under 512’s financial umbrella as is ‘Heat Wave’ pest control, the only company ‘used’ on this property There was also no resolution or mention of the illegal activity being conducted in the unit underneath me, # [redacted] and in the common areaThere is drug use and distribution as well as consumption of alcohol by minorsThis is on top of the amplified band practice conducted weekly, and against the terms of the lease wrote, “As stated on page of Mr [redacted] ’s lease, Realty offers payment both through our online payment site, or at our office located at [redacted] , Austin, TX When the initial account-holder set up the online payment account, the initial account holder did agree to the fifty cent processing fee for online payments.” What they failed to mention is that the only payment you can conduct by coming to their office, is to pay by cashier’s check or money order, which carries a $processing feeThe initial account holder that authorized the $charge, was only given the choice to pay $or $each time payment was madeWhere is the free option? Where is the option to pay what I agreed in my lease? There is noneThis fee was presented after the lease was reviewed and signed electronically; days afterThe $fee on my account must be paid by realtyThe overdraft occurred because more money was charged to the card, than was agreed upon in our lease On top of the $credit already applied to my account, I wish for a refund of $for the overdraft fee and $for the moving fee$I also require a detailed summary of your actions ensuring the illegal activity beneath me and in the common area stop immediately and the noise levels fall to a tolerable level [redacted]

This complaint is in regard to a resident that lives in one of our properties and is being made by the resident’s fatherThe resident has his rent paid each month by his parents in which his mother pays half the rent and his father pays the other halfEach month, the mother’s payment is processed using our online payment system with no issuesThe father has had three returned payments dating 9/7/2016, 10/28/2016, and 11/07/2016. Our company has a policy to waive late fees one time for each resident during the entire term of their leaseOn the first occurrence of the returned payment, we waived a total of $in late fees for the resident due to the returned paymentAt that time, we explained to the resident the policy of adjusting late fees and let him know that we would not be able to waive late fees again in the futureThe returned payment in November again caused the account to accrue late feesAt that time, the property manager explained that due to Fair Housing and the company policy, that we would not be able to remove the late fees again. The payments on the account show that the tenant portal and online payment system is working correctly, as the mother’s payments have always been processed without issuesThe returned payments for the father’s portion of the rent is not being returned due to NSF but instead from an error in entering the account and routing information for his financial institutionThe property manager has followed the company policy and waived the late fee for the resident one time on 9/7/Fair Housing states that we will not do for one what we would not do for all, therefore we will not be able to waive the additional late fee incurred due to the third returned payment *** ***Regional Property Manager

The lease contracts for this community have specific guidelines regarding terminating the leaseThe two options are to A) Relet or B) SubletThere is no option to terminate the lease contract outside of these two options. Once the lease contract is signed, it becomes an official legal
document, and the lease holder becomes financially responsible for the apartmentIn the event that a lease holder signs a lease and does not move in, the lease rental amount is accelerated through the end of the contract and the lease holder is responsible for paying the entire amount owed (e.g$1,000/mo rent x months - $12,of accelerated rent is due). *** *** signed the lease contract agreement around June 2nd or 3rd and it was executedWe held the apartment off the market as a leased apartment, turning away potential renters in the processThe resident then contacted us on June 30, indicating that she had lost her job and requested to be released from the contract. At the time, we did not have many apartments of the type that *** had leased, and we had someone interested in leasing the apartmentAs a courtesy to the lease holder, due to her situation and due to the applicant wanting her apartment, we agreed to allow and Early Termination agreement that would release her from future obligation to the lease contractThe Assistant Manager, ***, sent this Early Termination Agreement to the resident, and it was signed by the resident but not executed by the Property Manager. The Early Termination Agreement was typed up incorrectly, stating that the resident would not be penalized and the deposit would be refunded after all deductions, per the lease contract, were taken from itThis Early Termination Agreement was reviewed by the Property Manager for final execution, and the error was discovered. Upon discovering the error, a new Early Termination Agreement was typed up and reissued to the lease holder for her signatureUpon receiving the new Early Termination Agreement, the lease holder stated that she had signed the original, and that we should be held to the original agreement, regardless of whether the Property Manager had executed the form or not. The lease holder’s frustrations are appreciated, however, after holding the apartment off the market for days, turning away potential renters, and as a courtesy, allowing the lease holder to be released from the contract completely, minus the deposit, we believe that this is a fair resolution to both partiesHad the Property Manager signed the original Early Termination Agreement and sent it back to the resident as such, we would be happy to abide by the agreement. *** ***Regional Property Manager

Complaint: ***
I am rejecting this response because:It contains only a question to me rather than a resolution.I lived at *** ** *** *** *** *** *** ***
Regards,
*** ***

I am writing in response to the complaint submitted on February 4, by Mr*** ***Mr*** mentioned that his realtor gave him incorrect information, or information that was misunderstood prior to signing his leaseWhile Mr***’s situation with his realtor is unfortunate,
he was presented with the lease and given the option to review it prior to signing the documentThe lease states in several places that while Realty does initially receive the bill for gas, water, stormwater/drainage, and trash, the bill is split equally between all occupants of the building and the cost allocated back to each tenantThis can be found both on page of the TAA lease contract, and the following addenda to the lease: Lease Addendum for Allocating Water/Wastewater Costs, Lease Addendum for Allocating Trash Removal and Recycling Costs, Lease Addendum for Allocating Natural Gas Costs, and Lease Addendum for Allocating Stormwater/Drainage CostsAll tenants of this lease were given an opportunity to read and review each page of the lease prior to signing the document electronicallyMr*** inquired about why he is being billed for gas at the property, when all the internal appliances in his apartment are powered only by electricityThe tenants of this building are billed for gas because the water heaters on the property are powered by gasWhile no appliances in the apartment are powered by gas, all hot water on the property is powered by gasMr*** stated that he was unaware of his requirement to replace light bulbs and air filters until after his lease had already been signedMr***’s lease states on page 7, section 40, that he is responsible for replacing light bulbsIt also states on the addendum titled “Addendum to Lease Rules, Regulations, and Policies” that he is responsible for replacing his air filter monthlyAll tenants were given an opportunity to read and review each page of the lease prior to signing the document electronicallyMr*** stated that Realty only offers online payment for rent, and he was uninformed of any other way to make his monthly rental paymentAs stated on page of Mr***’s lease, Realty offers payment both through our online payment site, or at our office located at Rio Grande Street, Austin, TX When the initial account-holder set up the online payment account, the initial account holder did agree to the fifty cent processing fee for online paymentsAfter speaking with Mr*** directly, he admitted that this account was initially sby his fellow lease-holder, Jessica RiosHowever, Realty has offered a $credit onto Mr***’s account to cover the fifty cent convenience fees that would occur through his lease if he continued to pay online once a monthRealty also offered him the option to pay with a check with no penaltyThe $fee that was referenced is a fee for returned payments due to non-sufficient fundsWhile the representatives at Realty are apologetic that Mr*** had issues paying his rent, the fee related to returned payments cannot be removedIn regards to the pool issue Mr*** outlined, Mr*** notified our office of this on August 24th, As of the following day, August 25th, 2015, a Realty representative contacted our pool maintenance company to remedy the issueRealty had no further contact from Mr*** about this issue until this complaint was made on February 4th, Realty will act with customary diligence to repair any pool issue that is brought to our attentionAdditionally, 5% of the total water bill for the property is deducted from the tenants’ allocated portions for common area usage such as the pool, so no tenant is penalized for pool situations such as overflowAs Mr*** has stated, Realty has attempted to send pest control to his apartment several times, and Realty regularly has the exterior of the property treated by a professional pest control representativeHowever, since Mr*** has had consistent issues without relief, Realty has agreed to credit him a refund for the past months of pest control charges that were placed on his accountRealty has also agreed to send pest control to his apartment weekly to remedy the issue he has been experiencingMr*** correctly that an outside company, Coinmach, owns the laundry machines at his current apartment complexRealty is under a contract with this company and legally cannot touch, repair, remove, or replace the existing laundry machinesRealty agrees that the service Coinmach has provided has been less than adequate and Realty plans to pursue whatever means necessary to get all laundry machines at the complex operational againReaty has also placed a small credit on Mr***’s account for money lost in the inoperative machinesTotal billing adjustment issued by Realty to Mr***: $for pest control and laundry, $for monthly rental payment convenience fees to monthly rental payments

In regards to the roach issue the tenant reported, Realty was initially contacted by the tenant about this issue on August 24th, The tenant and his roommate took possession of the apartment in question on July 22, This evidence does not support the tenant’s claim that roaches were found “immediately upon move-in.” However, after receiving notice of a pest issue on August 24th, 2015, Realty responded to this request within the time frame allotted by state landlord requirementsWhen the initial response did not address the issue, the tenant made another complaintRealty did reach out to Heat Wave Pest Control, again within the time frame allotted by state landlord requirementsThe tenant’s claim that this company is under the Realty “umbrella” and that it is the “only company” used by Realty on this property is incorrectThis company is not under contract with RealtyIt is it the only pest control company utilized by Realty, nor is Realty the only customer of this pest control companyHeat Wave Pest Control did ask that furniture be moved inches away from the wall, not the foot that the tenant citedThe tenant hired a moving company of his own free will, rather than questioning this pest control requirement, or asking for help from either the pest control company or RealtyHiring this company was his personal decision, and Realty does not assume responsibility for this costRealty has and does still agree to have the property inspected by two reputable pest control companies of the tenant’s choosingIf there is an inspection cost, Realty will cover itHowever, Realty did not agree for these companies to treat the propertyThis decision will be based on the findings of each company’s inspectionRealty also required that the tenant contact us with his pest control company choices prior to them coming to the propertyThe tenant has yet to contact us with his pest control company choicesIn regards to the illegal activity the tenant believes is occurring in the apartment below his, Realty has made contact several times with the tenant in the apartment below in regards to this matter, including issuing a lease violation related to noise levelRealty can take no further action without specific noise complaints, citing time, date and duration, from this or other tenantsRealty has neither seen nor heard evidence from local law authority that the actions of the apartment below are illegalRealty is not a law enforcement agency and does not conduct investigations in these mattersIf the tenant believes illegal activity to be occurring, Realty has and continues to suggest that the tenant contact the proper authoritiesIn regards to the rental payment fees the tenant mentioned, Realty has agreed to waive the $check processing fee for this tenantHowever, since this overdraft and cent convenience fee seem to be a lack of communication on Realty’s part prior to the tenant’s move-in, Realty has agreed to credit the tenant the $insufficient funds fee which was charged to his account when his rental payment returnedRealty will not waive any such insufficient funds fees in the future since the tenant is now aware that the cents will continue to be charged if they choose to pay onlinePlease refer to our previous response that cites a credit to the tenant of $as a refund for these fees if the tenant chooses to continue to pay rent onlineRealty appreciates feedback and we are working to resolve all the issues this tenant has brought to our attentionOur response has been timely in all matters

Complaint: ***
I reject 512’s resolution of this complaint There was a roach issue with this unit/building long before I moved inhas failed to produce any evidence that a pest control treatment was made before allowing tenants to occupy the spaceRoaches were found immediately following move inIn order to get a spray treatment in my apartment I needed to move all furniture a foot away from the wallThe same furniture that was all just moved inI am not capable of moving my large dresser, bed, entertainment center, kitchen table, large area rugs, and couch with mechanical recliners as they are too heavy for meA moving company was required to do thisA $bill was sent to at the end of September to cover this moving expense, and still remains unpaidChoosing to wait until after tenants moved in to schedule a pest control treatment was 512’s choice, not mine agreed by telephone, but made no mention here, that I get to choose independent pest control companies to come evaluate and treat the propertyThese visits will be paid for by realtyThese two companies will not be under 512’s financial umbrella as is ‘Heat Wave’ pest control, the only company ‘used’ on this property There was also no resolution or mention of the illegal activity being conducted in the unit underneath me, #*** and in the common areaThere is drug use and distribution as well as consumption of alcohol by minorsThis is on top of the amplified band practice conducted weekly, and against the terms of the lease wrote, “As stated on page of Mr***’s lease, Realty offers payment both through our online payment site, or at our office located at *** *** *** ***, Austin, TX When the initial account-holder set up the online payment account, the initial account holder did agree to the fifty cent processing fee for online payments.” What they failed to mention is that the only payment you can conduct by coming to their office, is to pay by cashier’s check or money order, which carries a $processing feeThe initial account holder that authorized the $charge, was only given the choice to pay $or $each time payment was madeWhere is the free option? Where is the option to pay what I agreed in my lease? There is noneThis fee was presented after the lease was reviewed and signed electronically; days afterThe $fee on my account must be paid by realtyThe overdraft occurred because more money was charged to the card, than was agreed upon in our lease On top of the $credit already applied to my account, I wish for a refund of $for the overdraft fee and $for the moving fee$I also require a detailed summary of your actions ensuring the illegal activity beneath me and in the common area stop immediately and the noise levels fall to a tolerable level
*** ***

Complaint: ***
I am rejecting this response because: I explained my position thoroughly in previous e mailsI followed the on line instructions and paid on timeThe on line instructions clearly states to type the routing number, and account number exactly as it appears on your checkThe "check number" is also highlighted in yellow and I included the check number thus the e check was returned and the account was charged excessive late charge fees512's on line payment system also does not allow more than one payment to be processed at a timeOnly one e check can be processed at a time which requires split payments (mine and *** mothers' check) to be staggered several days apartIf this is Realty's final position then Mr*** needs to take a lesson in customer service and can stick the $where the sun doesn't shine
Regards,
*** ***

I am sorry that you feel like our company is taking advantage of you as that is not our goalWe provide all residents with a copy of their lease and at move out time we provide written notices of lease end dates along with very detailed move out instructionsI would like to look into your
situation further to see why the deposit may have been withheldCan you please tell me what property and unit you were in?

Complaint: ***
I am rejecting this response because:I have reviewed the response and here is the information they need to further look into the situationThe account is ID # *** and the apartment is leased to my son---*** ***, *** * *** *** ***I am is father and the person filing the compalintI was the one who paid by e check.Regards,
*** ***

Good Afternoon ***, I would like to investigate this complaint and respond however I am not sure what resident, property, or apartment this is forThe person making the complaint is not a resident of Realty and therefore, I do not have enough information to research the claimsIs
there any way to find out what property, unit this is for? Or even what the resident's name is? Thanks*** ***Regional Property Manager

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