Keystone Properties

Complaint: ***
I am rejecting this response because:
Keystone Properties is somewhat correct, I did ask (Not demand) to be let out of my lease due to the nature of the damage and the lack of service I was getting from Keystone Properties management team in order to get it fixed. I have a written work order here where I physically came into the office (not online) and filed. On September 2nd I did get a contractor to come and fix the leak. He explained that Keystone Properties had given them the wrong number. It wasn't until I called him from my cell that he was able to contact me and fix the leak. I am unsure on how to address the comment about "September 29", as I had not touched bases with Keystone Properties after being put out of their establishment on the 16th of September. The A/C unit clearly had to be leaking for quite sometime as it had taken the ceiling falling in to notice. The carpet did not show signs of being wet as it seemed the padding was absorbing all of the water until it couldn't hold anymoreI am sure Keystone Properties would agree that I am not an A/C specialist so there was no way of knowing that leak was there; other than the ceiling getting damaged. I did request the "Intent to vacate" be pulled, in the good faith that the new team would have better service; as I stated in my initial post. I was told I had to wait to see if the owners agreed with the renewalI told Mr*** ok. I received an email saying it was approved, I came in the office, I signed the form, and that process was done. I agree, I hope we can resolve the situation in a respectful and professional manner and move forward. I am moving out and the case will go to litigation.
However, my initial post questioned the customer service, the landlord service, and the lack of service to the tenant. Keystone did not address why it took a call to Fort Hood Housing, My command team, and the Revdex.com to provide proper service. It took over eleven days to fix such a severe problem which caused me and my family to live in a unsafe and unhealthy environment. For two weeks my children and I had to walk on wet floors, then plastic/cardboard because the floors had gotten so wet the water was now in the carpet. I came to Keystone Properties and waited patiently for them to fix the issue until my son had gotten sick and my yr old daughter almost fell down the stairs. In the Texas Tenant/Landlord code it clearly defines a regular work orders can be fixed within a seven day period. This was an emergency as there are toddlers and minors were in the home. Keystone Properties presented a non sympathetic and a "don't care" demeanor through this whole process. After I only tried to get my family in an environment where they would not have to worry about the ceiling falling on them or getting sick from massive water leaks, the Keystone Properties Owner treated me as I was wrong to do all I can to protect my children. I do not expect Keystone Properties to give a reason for the delay in getting the work fixed in * *** manor nor do I expect to get an honest answer of why it had taken a forced hand to help me and my family. I am very happy that we are able to move and my children will be in a safe environment. I only hope no other Soldier, person, nor family will have to endure what I have for the past month.
Attached are some of the pictures of the damages
Regards,
*** ***

Wonderful company, excellent communication, fast with settling any property issues, very hands on, and a pleasure to deal with. We came to them from another property manager who was mishandling our property and we have been grateful we made the switch from day one. Our tenants have also expressed their gratitude for the change in property managers.

The situation with Ms [redacted] seems to continue to progress
in a negative manner.
 Ms [redacted] came to our office demanding to be let out of
her lease. She stated she felt that she was living in a hazardous home because
the maintenance issues were not being...

addressed fast enough. I told her we are
addressing those issues and she could not be let out of her lease simply
because she didn't agree with the process.
 This current issue is due to an air conditioning leak that
caused damage in the downstairs half bathroom ceiling just below the a/c
unit.  On August 28th Ms [redacted] submitted an online work order request
to have the issue addressed.  We immediately contacted Home Warranty of
America, the home owner's warranty company and was given the information to the
vendor they would be sending out.The vender was TMS Services. TMS stated they
called twice on the August 29th; they did not get and answer and was unable to
leave a voicemail. TMS stated they went by the property twice on the same day,
August 29th hoping to catch the tenant at the residence but no one was home. Each
time, TMS stated they left a business card so the tenant could contact them.
TMS stated they called Ms [redacted] again on September 29th and again no answer
so they stop by hoping to catch her and again left a business card.  A new
vendor ([redacted]) was contacted to see if they could get the
work done. The new vendor attempted to contact Ms [redacted] but she was
unreachable.  Ms [redacted] later that same day contacted TMS Services and
they was able to schedule an appointment.
 It is my view that the water damage to the carpet was
directly caused by the a/c unit being ran during the period where the vendors
could not reach Ms [redacted]. 
 During the first week of July Ms [redacted] contacted us
requesting the Notice to Vacate she had submitted be pulled and she be allowed
to stay in the property. At this point the home had already been put on the
market for new prospective tenants. Ms [redacted] was very upset with the staff
because she wasn't allowed to simply come in and sign a renewel.  So I
spoke with Ms [redacted] for the first [redacted] and explained to her we would need to
owners approval to allow her to renew her lease and that she would need to
provide her request to remove the intent to vacate in writing. She did so and I
was able to speak with the owner and get him to allow her to renew. 
 I hope we can all resolve this situation in a respectful and
professional manner and move on.