Liberty Management

Complaint: [redacted] I am rejecting this response because:There has never been issue a fee notice , people can have problems to pay rent on time we paid the rent days late I does't mean that the company can charge whatever they feel like it that in fact is an abusive method this actually means that tomorrow we can be charge any amount of money and we have to pay it, we have never denied that we paid late in fact the payment was made with the late fees that we were able to find on the lease agreement we were not informed before and the information sent to us over mail doesn't explain that it wasn't up until we made the phone call that we found this is an additional charge that wasn't mentioned when the letter was sent, when we were actually at the office making the actual payment we just received a bill several days later, first if we don't have any of those fees listed anywhere on the lease agreement how are we suppose to know, and secondly why the amounts that we paid don't match with the documents we have received, finally this actually means that if tomorrow we receive a bill for any amount of money from this company we just have to paid it Regards, Luis [redacted]

As Per Ms [redacted] 's request, I checked her bathtub, which had a leak, and I recommended either a small individual handyman or a plumbing companyShe stated that she preferred someone that the management typically hires because they know the [redacted] building well I specifically recommended ***She asked if I can arrange the service and explain what is neededI called [redacted] while I was in her condo The service was delayed several times due to her tight schedule and her desire to be home during the repairI received several calls and text massages, to reschedule or ask for specific service time, mostly during the early morningThat means Ms [redacted] was asking for the service, and I did not volunteer without her request The Technician spent nearly two hours in this serviceI gave him free parking to save timeI shut the domestic water, which is located at the 6th floor hallway ceiling, while the technician was waiting to drain the linesI helped Ms [redacted] move everything from the utility room, which is used as a closet, to shut the hot water valveWhile the technician was replacing the bath tub faucet with parts Ms[redacted] bought in advance, I returned to Westgate for important issuesI came back to [redacted] after about thirty to thirty-five minutes By the time I arrived, the technician was about to finish installing the new partsAfter a while I turned the domestic water back onI turned the hot water back onI helped return all items back to the utility room/closetMs [redacted] was happy and satisfied by the serviceAdditionally, she asked the technician to rip out the old caulks in the tub and do a new oneWhile he was doing the caulking I returned to WestgateThe technician called me minutes later and informed me that he finished and cleaned and was about to leave I ran back and checked the condo; everything looked fine When the invoice came, many issues were raised by Ms [redacted] I spent many hours dealing with [redacted] to reduce the chargeFinally, David, the manager of ***'s company, generously reduced the bill by fifty percent (50%) and insisted that “ [redacted] doesn't give this type of break to any clientWe are doing this only because Liberty has a good long history with us” MsYounever recognized the significance of the time we spent, or the deduction [redacted] gave to meet her half way If there is any more information or effort I can provide to help solve this matter, please feel free to contact me Best regards, Ahmed D [redacted]

Mr [redacted] did not pay his rent on time according to his lease agreement and was in default of his lease agreement.We initiated the eviction process to evict Mr [redacted] or collect the rent from Mr [redacted] by sending him a Notice To Pay Rent Or Vacate which is the first step in the eviction process.I do not think Mr [redacted] realizes that we could have sent him a Pay And Vacate Notice which would have required him to pay the rent and vacate the property, but instead we sent Mr [redacted] a Pay Or Vacate Notice as our goal was to have Mr [redacted] pay the rent or vacate the property.Paragraph of Mr [redacted] ’s lease agreement states that he is responsible for all fees associated with the eviction process.BIf Tenant fails to timely pay all amounts due under this lease or otherwise fails to comply with this lease,Tenant will be in default and:( 1) Landlord may terminate Tenant's right to occupy the Premises by providing Tenant with at least - 1- day(s) written notice to vacate;(2) all unpaid rents which are payable during the remainder of this lease or any renewal period will be accelerated without notice or demand;(3) Landlord may exercise Landlord's lien under Paragraph and any other rights under this Lease or the Property Code; and(4) Tenant will be liable for:(d) all Landlord's costs associated with eviction of Tenant, including but not limited to attorney's fees, court costs, costs of service, witness fees, and prejudgment interest;(e) all Landlord's costs associated with collection of amounts due under this Lease, including but not limited to collection fees, late charges, and returned check charges; and(f) any other recovery to which Landlord may be entitled by law.CNotice to vacate under Paragraph 258(1) may be by any means permitted by §24.005, Property Code.If Mr [redacted] had not paid the rent when he did, we would have engaged an attorney and proceeded with the eviction and he would have incurred additional attorney fees and court cost and more.If Mr [redacted] does not believe the fees are justified according to his lease agreement and does not pay them, I can assure him we will take this matter before a judge.To avoid additional costs and fees in the future, I would encourage Mr [redacted] is to pay his rent on time and any amounts that he owes.We Attached a copy of Mr [redacted] lease agreement and his ledger

I apologized to [redacted] and [redacted] that the property was not fully up to our standards or their standards when they moved in.However we did have the carpets professionally cleaned before [redacted] and [redacted] moved into the propertyUnfortunately, unknown to us but when the carpets were professionally cleaned, it did pull up some animal hair that rose up to the top surface of the carpet This was not evident on a courtesy walk-through of the property or even when [redacted] and [redacted] walked through the property themselvesWe talked to our carpet cleaning company, we asked them to do a more thorough and closer inspection of the carpets to prevent this from ever happening again in the future.The property was also professionally cleaned by a professional cleaning service company before [redacted] & [redacted] moved inAgain, the cleaning company was also told to be more diligent and thorough on their cleaningUnfortunately we have no control of people using the bathrooms, while property is being showed by agents after the property has been cleaned.Neither [redacted] or [redacted] requested any additional cleaning or carpet cleaning at the time of their applicationOnce [redacted] & [redacted] informed us that the property was not up to standards, we sent out cleaners to touch up the property and carpet cleaners out to re-clean the carpets.We had originally offered to reimburse [redacted] & [redacted] four days prorated rent for the the unsatisfactory cleaning that they felt the home was left inInstead of reimbursing the four days of prorated rent which came to $153.33, we reimbursed [redacted] & [redacted] the greater of the carpet cleaning that they had performed for cost of $We send cleaners back to touch up the property.We sent carpet cleaners back to re-clean the carpets.We reimburse them $for the carpet cleaning that they had done.In an effort to maintain good tenant and landlord relations, we will go ahead and reimburse [redacted] & [redacted] the $prorated rent.In the future if [redacted] or [redacted] have an issue with service with Liberty Management staff or one of our vendors, I request that they bring this to my attention first before filing any complaints.Thank you, [redacted] Customer Information: [redacted] ***Daytime Phone: ###-###-####E-mail: [redacted] The details of this matter are as follows:Complaint Involves:Service Issues Customer’s Statement of the Problem:We were informed we had to move in by a certain date and that the home was move in readyIt was a Friday evening when we walked into the house everything seemed great until we did a further evaluation of the homeWe walked upstairs and looked into the loft and discovered a particular scent coming from upstairsThe carpet had a rusty nail sticking out from the carpetWe started looking into the carpet and it was covered in furThe smell was also coming from the carpetThere was urine and pubic hair on the toilet seats when the lid was liftedWe called the company and no one responded to us until the following business day after we had to repeatedly attempt to contact themSaturday morning had to call a carpet cleaning company and pay for the services so we could move inThere was fur in the cabinets and some in the refrigeratorWhen I spoke with the [redacted] the following business he said there was a check for reimbursement for the cleaning company and that they would prorate us four days for the trouble we had to go through cleaningI did receive the reimbursement check for the carpet services, however they are now refusing to prorate us as promisedThey are claiming they gave us a choice between one or the otherPictures of the fur extracted from the carpets, pictures of the soiled toilets, and picture of the rusty nail have been provided to Liberty ManagementI am appalled by there unprofessional behavior and now the fact that they are not following through with what was promised.Complaint Product/Service: Prorate amount for dirty housePurchase Date: 3/13/2015Problem Occurred: 3/13/2015Model: Account Number: Order Number: Talked to Company: 3/13/2015Talked to Company (2nd): 3/16/2015Talked to Company (3rd): 3/27/2015Name of Salesperson: Purchase Price: $1150.00Disputed Amount: $I have provided a complete timeline of what all took place.Property was rekey on January 21, 2015Property was cleaned January 29, 2015Property was Carpets cleaned on January 30, 2015Tenants Applied on 2/26/Property was listed on MLS Market for day on, tenants applied the same day that it was listedOnce the applications was filled out we request if there are any additional items needed before applications are processedNo Request were madeMove in Date 3/13/20151st Email sent by [redacted] 3/15/Sunday Here is the receipt from the carpet cleaning companyWe came on Friday evening with the intentions of moving inHowever, those plans we put on hold due the house not being ready like we were led to believeMost important issue, there was a rusty nail sticking up in the carpet from the loft That is a major hazardOne of my children could have gotten hurtThe carpet smelled like urine and there was animal fur in every space and corner of the houseIn the refrigerator, the cabinets, restrooms, stairs, loft, and every roomOn top of that, there was urine and pubic hair on the toiletsThe blinds in one of the bedrooms and the loft had not been replacedThe window seal in the master bedroom is broken at the top of the windowInstead of moving in as planned, we spent hours and hours vacuuming and cleaning There was so much fur, our vacuum broke and had to buy a new one After multiple attempts of trying to reach someone with the company, we had no choice but to call a carpet cleaning companyThere was absolutely no way we were moving out things in those conditionsNever, in our years of renting, have ever received a home or apartment in these conditionsThis is very disappointingEspecially since this is our first time using a company If you sent someone to come and "clean" the place, they just robbed youNo one even tried to due a final run through with usAlong with receipt I attached other pictures tooI can't express how disappointed I am.Please let me know when you will reimburse me since these are definitely expenses I should have not had dealt with [redacted] Liberty Contractor Visited the property that weekend to make sure the tenants are happy and property get double check for cleaningCarpets were Cleaned for the 2rd timeAlso please see lease as it state the followingSee Pg Sec3-B Delay of OccupancyPhone Conversation with Husband [redacted] : 3/16/MondayWhen I spoke to the tenants I did offer your husband the refund four days of rent, but that was before the husband mentioned the carpet cleaning expense as well which the tenants had no prior approval of doing so, and that he then advised your husband that we will cover the pro-rated rent or the carpet expense, but not bothSent Email 3/23/[redacted] ;When I spoke to your husband we agree it was either the $or prorated rent or DaysThe agreement was never for both, I show that we had made this credit out for pick uphave you pick up this checkSent Email 4/2/2015Hello [redacted] , We are sorry that you disagree with our findingsPlease be advised that we have responded to your complaint in a professional manner, researching your concerns and responding to you with factual documentation and photosAdditionally, we have refunded you for the carpet expense even though we did not ok the carpet cleaning or agree to compensate you in advanceWe did this in an effort to work with you in a professional manner and to be fairYou have sent photos of one dirty toilet, dust and hair that have been vacuumed from the carpet and a nailYou have mentioned "fur" a number of times as well but when we review the move in photos there is no "fur" or hair to be seen anywhereWe do not doubt that dust and hair may have been vacuumed from the carpet, but this is after carpet cleaning and that many This simply does not rise to the request that we rebate four days of rent as the house was 95% or more cleanPlease recall that in your earlier email, you stated that the house was filthy enough that it could not be lived in for four days, and this was not the case [redacted] has let me know that when he spoke to your husband he did offer to refund four days of rent, but that this was before your husband mentioned the carpet cleaning expense as well, and that he then advised your husband that we will cover the pro rated rent or the carpet expense, but not bothIf you have additional questions or concerns regarding this matter, please submit them in writing so that we may properly document any additional communication.Last email sent: 4/1/11:AMI have reviewed this matter and have verified that the only reimbursement that was agreed upon was for the carpet cleaningOur records show that the property was professionally cleaned upon move out of the last tenants and that the cleaners did go back to the property for a second time, upon your request, and reported that there was only a small item or two in need of cleaning? Additionally, I have reviewed move in photos taken on 3/11/2015, two days before you moved in and the property was absolutely cleanKitchen appliances and sink were clean, cabinets were also clean, all bathrooms and toilets and tubs were cleanThere was not even dust on the ceiling fansPlease see the attached photos of kitchen appliances, sink, cabinets, entire kitchen, ceiling fans and the toilets that you have said were covered in urine Please understand that by cleaning the property prior to your moving in, documenting the property condition with move in photos and re sending cleaners to the property a second time, Liberty Management has performed all due diligence regarding this matter and will make no further refunds or reimbursements since all properties are considered “as is” Once the tenants applied the property can still be shown for until the application gets approvedA contractor, realtor, Realtor Client, or child may have used the restroom during the time frame of processes the current tenants application and made a sanitary issue involving the commodeIn reference to the lease this would of no way hindered the tenants from moving in the property Ref Pg Sec3-B Delay of OccupancyRefund was made for $175.00.e to insure the happiness of the tenant so they would not lose expenses from moving inPlease keep in mind no Prior approval was given to the tenants for Carpets CleanersSend 3/23/2:pmWhen I spoke to your husband we agree it was either the $or prorated rent or DaysThe agreement was never for both, I show that we had made this credit out for pick uphave you pick up this check-----Original Message-----From: [redacted] [mailto: [redacted] ]Sent: Monday, March 23, 1:PMTo: [redacted] Subject: Good afternoon ***, We would like to know the total for April after the days prorated have been applied as per our last discussionPlease let me know so we can apply paymentThank you, [redacted] I think my husband talked to you about whenPlease let me know when they will go by to remove the animal fur from the carpetThanks!Sent from my iPhone [redacted] ?On Mar 16, 2015, at 2:PM, [redacted] < [redacted] > wrote:Hello [redacted] , Please let me know when I can send my guys out to ozone the homeIf you would like me to do this this would require no person to be in the home for up to hrsPlease get back to me on your decision(Please note, Tenants never confirmed they wanted this done so we just sprayed enzymes) Per email by tenant and conversation they were satisfied with the resolution

In response to the complaint by [redacted] concerning sprinkler charge at [redacted] ***According to the lease agreement, it was the [redacted] 's responsibility to report any issues or problems pertaining to the sprinkler system The [redacted] 's never submitted a work order to cure any defects in the sprinkler system They also did not list any remarks on their moinventory and condition report regarding the sprinkler systemThe owner insisted on charging part of the sprinkler system repairs because he felt it should have been maintained or reported by the [redacted] s that it was in need of repairThe owner only charged $which is a portion of the total sprinkler repair cost which was $ The owner is adamant that according the lease agreement the [redacted] s are responsible for the $and refuses to refund the $to themAt this point, Liberty Management has agreed to refund the $as a courtesy to the [redacted] s.We will be mailing them a check for the $239.20.Sincerely, [redacted] Liberty Management

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 However, it warrants noting that the application process specifically called for a copy of an offer letter for cases of a relocationSo they should add that you must be employed with current employer months to be very clear - and also remove the section that states to upload your offer letter if you are relocating due to a new job Their process contradicts itself Lastly, [redacted] stated I was approved to move in on 2/- he should be reprimanded and advised that he should not tell applicants to schedule movers until the office advises of the approval Thank you for your assistance in this matter Regards, [redacted]

[redacted] Attorney at Law [redacted] *** Tel [redacted] Suite *** Fax [redacted] *** [redacted] September 29, [redacted] *** Via E-Mail [redacted] [redacted] Re: Your Revdex.com Security Deposit dispute with respect to [redacted] *** Dear Mrand Mrs***: Please be advised that I represent Liberty Management Inc(“Liberty”) Please direct all future communications regarding this matter through my office at the above e-mail address I’ve reviewed your Revdex.com complaint and other complaints to Liberty, and write in response to your complaints With respect to the cracked toilet bowl, the following facts don’t appear to be disputed: (1) The toilet bowl was not leaking when you occupied the property[1]; (2) Your move in “checklist” did not identify any issues with the toilet[2]; (3) The toilet was clearly leaking during your occupancy of the property I’m not sure you can deny that those facts easily support the premise that “something” happened to the toilet tank during your occupancy of the property It has been the experience of Liberty that with respect to plumbing systems and toilets that (1) the toilet “guts” and seats/lids wear out and cease working eventually; but (2) the porcelain components don’t just “up and break” on their own They crack because of the application of force Moreover, your statement that “this toilet was barely used by my husband and I ” does not appear to be an accurate statement We have reviewed several photographs of this bathroom, taken at different inspection times during the leaseThese pictures clearly indicate that “something” happens in this bathroom Indeed, these pictures show: (1) changes in toilet seat orientation; (2) different levels of toilet paper at different times; and (3) changes in rug orientation These facts, combined with the fact that this was the bathroom in the master bedroom, are highly suggestive that this toilet was probably used as much as any other master bath toilet would have been used Indeed, I suspect that if you were to testify in front of a jury that “you rarely used this toilet” neither a jury nor a judge would find that statement credible Additionally, [redacted] ***., the home warranty service provider for the subject property, inspected the toilet and rendered the opinion attached hereto Please note the language, “...replacement of the toilet due to conditions that were not wear and tear (tank cracked due to excessive force) ” We have considered your opinion that the cause of the crack was from “water pressure.” Please realize: (1) there is probably about two gallons of water in the tank; and (2) the only pressure on the tank is derived from gravity of the water’s weight Thus, we view your opinion with a great deal of skepticism Indeed, if you can provide such an opinion from a qualified expert, we invite you to do so Finally, the replacement cost of the components was $(A $deductible and $to replace the components) A copy of the invoices is enclosed You will note that only half of the replacement cost was associated with your security deposit Liberty and the Owner feel that this is a fair allocation of this expense as between you and the owner With respect to your “day request” for items, we are going to respectfully decline your invitation Finally, after reviewing the security deposit accounting, it is my opinion that each of the itemization deductions assessed against you in connection with the property is valid Moreover, each item: (1) is appropriate under the terms of the lease and/or the Texas Property Code; and (2) is supported by sufficient evidence of the damage or deficiencyAdditionally, with respect to the amount charged for repairs, the amount charged for each item seems reasonable In short, although you may disagree with many of these items, each appears to be proper and appropriate under the terms of the lease Liberty now considers this matter closed Your threats of legal action are meritless If you file a lawsuit against either Liberty or the actual owner (Landlord) of the property, please be advised that such action will be defended vigorously and we will seek the recovery of Liberty’s and/or the Owner’s attorney fees as is provided for by the lease Finally, Liberty demands that you cease any type of retaliation against Liberty or the property owner Your current actions are not consistent with a dispute about $167.00; they are more consistent with a retaliatory “witch hunt” Texas law’ disfavors retaliation by a tenant against a landlord or property manager Thus, any retaliation by you towards Liberty will be met with the full weight of the law, including, if applicable, Restraining Orders, Permanent Injunctions and monetary damages If you have any questions, or comments, please don’t hesitate to contact me at the above numbers Respectfully, [redacted] [1] As per your move in checklist[2] As per your mochecklist

I am sorry Mister [redacted] is unhappy with his lease agreement and the Texas property code.Mister [redacted] is correct that eviction fees are not spelled out in the lease agreement His lease agreement and lease agreements throughout the state of Texas do not itemize what the cost associated with evicting a tenant will be The lease agreements only says that the tenants are responsible for all costs associated with the eviction, not what those costs are.In the Texas property code there is no requirement to notify tenants of how much eviction fees are going to be before their incurredOnce we posted the charge for the eviction notice, it was immediately viewable on his resident portal.Again, to avoid additional costs and fees in the future, I would encourage Mr [redacted] is to pay his rent on time

As Per Ms***'s request, I checked her bathtub, which had a leak, and I recommended either a small individual handyman or a plumbing companyShe stated that she preferred someone
that the management typically hires because they know the *** building well. I specifically recommended ***She asked if I can arrange the service and explain what is neededI called *** while I was in her condo. The service was delayed several times due to her tight schedule and her desire to be home during the repairI received several calls and text massages, to reschedule or ask for specific service time, mostly during the early morningThat means Ms*** was asking for the service, and I did not volunteer without her request The Technician spent nearly two hours in this serviceI gave him free parking to save timeI shut the domestic water, which is located at the 6th floor hallway ceiling, while the technician was waiting to drain the linesI helped Ms*** move everything from the utility room, which is used as a closet, to shut the hot water valveWhile the technician was replacing the bath tub faucet with parts Ms.*** bought in advance, I returned to Westgate for important issuesI came back to *** after about thirty to thirty-five minutes By the time I arrived, the technician was about to finish installing the new partsAfter a while I turned the domestic water back onI turned the hot water back onI helped return all items back to the utility room/closetMs*** was happy and satisfied by the serviceAdditionally, she asked the technician to rip out the old caulks in the tub and do a new oneWhile he was doing the caulking I returned to WestgateThe technician called me minutes later and informed me that he finished and cleaned and was about to leave I ran back and checked the condo; everything looked fine When the invoice came, many issues were raised by Ms. *** I spent many hours dealing with *** to reduce the chargeFinally, David, the manager of ***'s company, generously reduced the bill by fifty percent (50%) and insisted that “*** doesn't give this type of break to any clientWe are doing this only because Liberty has a good long history with us”. MsYounever recognized the significance of the time we spent, or the deduction *** gave to meet her half way If there is any more information or effort I can provide to help solve this matter, please feel free to contact me Best regards,
Ahmed D***

As Per Ms. [redacted]'s request, I checked her bathtub, which had a leak, and I recommended either a small individual handyman or a plumbing company. She stated that she preferred someone that the management typically hires because they know the [redacted] building well.  I specifically...

recommended [redacted]. She asked if I can arrange the service and explain what is needed. I called [redacted] while I was in her condo.  The service was delayed several times due to her tight schedule and her desire to be home during the repair. I received several calls and text massages, to reschedule or ask for specific service time, mostly during the early morning. That means Ms. [redacted] was asking for the service, and I did not volunteer without her request.  The Technician spent nearly two hours in this service. I gave him free parking to save time. I shut the domestic water, which is located at the 6th floor hallway ceiling, while the technician was waiting to drain the lines. I helped Ms. [redacted] move everything from the utility room, which is used as a closet, to shut the hot water valve. While the technician was replacing the bath tub faucet with parts Ms.[redacted] bought in advance, I returned to Westgate for important issues. I came back to [redacted] after about thirty to thirty-five minutes.  By the time I arrived, the technician was about to finish installing the new parts. After a while I turned the domestic water back on. I turned the hot water back on. I helped return all items back to the utility room/closet. Ms. [redacted] was happy and satisfied by the service. Additionally, she asked the technician to rip out the old caulks in the tub and do a new one. While he was doing the caulking I returned to Westgate. The technician called me 25 minutes later and informed me that he finished and cleaned and was about to leave.  I ran back and checked the condo; everything looked fine.  When the invoice came, many issues were raised by Ms. [redacted].  I spent many hours dealing with [redacted] to reduce the charge. Finally, David, the manager of [redacted]'s company, generously reduced the bill by fifty percent (50%) and insisted that “[redacted] doesn't give this type of break to any client. We are doing this only because Liberty has a good long history with us”.  Ms. Young-Ah never recognized the significance of the time we spent, or the deduction [redacted] gave to meet her half way.  If there is any more information or effort I can provide to help solve this matter, please feel free to contact me.  Best regards,  Ahmed D[redacted]