Open Mortgage

The property owner terminated the management contract and moved back into the property They instructed the management company to transfer the security deposit and aknowledged that they would notify the tenant of and deductions The security deposit was transfer and the proper notification was sent via USPS to the previous tenant The tenants lease was with our company on behalf of the property owner The property owner is still responsible under the Texas property code to account for the deposit to the tenant

Complaint: [redacted] I am rejecting this response because:The portfolio minimum has not been returned nor has the BOSE Sound System with the remote been transferred to our Realtor I am not aware of any USPS packages nor do I care because ***/Emily’s Rentals should not have attempted to mail the items for the transition as they agreed to pass the items off to my Realtor on June The agreement was they would schedule a time for her to collect everything not for Emily’s Rentals to mail anything nor for them to keep a backup copy of anything they were transferring Our Realtor has had a key to the property since the end of May at our request for Marketing Assessment purposes That does not have anything to do with ***/Emily’s Rentals not returning our portfolio minimum nor the Bose Surround System and remotes It also does not have anything to do with them mailing items they agreed to physically transfer So whatever games they are playing by sending UPSP packages to undeliverable addresses does not remove their liability for the missing items that they have not returned Regards, [redacted]

Mr *** I would like to start by start by saying that you for one [redacted] to another Listed below id the information that I have available as to your request As you know [redacted] consolidated his management operations; [redacted] dba Keystone Properties in May to my location in May My staff and facility provided service and support in this joint venture as Mr [redacted] transitioned away from the residential property management arena Some of the questions may have to be directed to Mr [redacted] as he was still your principle broker I have listed information that I have available by tenant for your convenience I do not have specific details for Mr [redacted] prior to May Mr [redacted] was obligated for rent May - September [redacted] , [redacted] Rent May $ Mngt Fee $ Deposit to Owner $ Jun $ Mngt Fee $ Deposit to Owner $1165.50Jul $ Mngt Fee $ NSF Deposit to Owner $1165.50Jul ENSF -$ Tenant payment - Owner over paid $ Aug $+ NSF fee Applied to NSF of July Owner Bal Zero to companyAug $ Mngt Fee $ Deposit to Owner $1167.50Aug ENSF -$ Tenant Payment Owner over paid $1165.50Sep $ Mngt Fee $ Owner Bal Zero to company Oct $ Mngt Fee $ Balance due Owner $72Nov $ Forfeit Deposit Deposit to Owner $ No Work Orders SubmittedDeposit Accounting $less ($Landscaping), less ($pest control), less ($Maintenance) Balance applied to rent owed to owner for September [redacted] , [redacted] RentDec Prorated $ Mngt Fee $ Deposit to Owner $525Jan $ Mngt Fee $ Lock Smith Bill $ Deposit to Owner $1050.34Feb $ Mngt Fee $ ABC Irrigation $ Deposit to Owner $1000Mar $ Mngt Fee $ Plumbing $ Deposit to Owner $1067.64Mar $ Security Deposit Transferred to Owner Deposit to Owner $ Work Order submitted by tenant Plumbing Request - plumber serviced toilet & bypassed pipe for softener The items that you indicated were not listed in any work order request, but listed on a move in inventory You were only charged for work completed My attorney, [redacted] , [redacted] has reviewed all correspondence by you and those by and for [redacted] He feels that there may be a possible situation with the deductions and accounting of the deposit for Mr [redacted] Fort this reason he has instructed me to provide you with his contact information for any further correspondence Additionally, he has instructed me to provided the same notice to the Mr [redacted] [redacted] , [redacted] ***###-###-#### V/r [redacted]

Complaint: [redacted] I am rejecting this response because of the following reasons:The owner is an active duty military officer stationed out of state and was unable inspect the house at the time of transfer in June There was no documentation or communication of the condition of the house in June from Emily’s RentalsDocumentation of the “sub standard” condition has been requested from Emily’s Rentals to the owner multiple times since April and as yet no information has been providedThe owner has received no evidence or documentation of a walkthrough performed by Emily’s Rentals at any point prior to April Regards, [redacted]

Initial Business Response / [redacted] (1000, 13, 2016/12/28) */ For the matter regarding the Volkswagen Jetta, the duplicate title for this said vehicle has finally arrived from the State of Missouri and customer [redacted] is picking the title up as well as some of the repairs that were mentioned, Sunrise Auto are further investigating into those alsoBe it also mentioned that [redacted] has blew everything out of proportion and made statements and is not even on the vehicle paperwork when purchasedWhen Sunrise Auto began speaking to [redacted] (which purchased the car) we together were able to speak and take care of things as adults

Complaint: [redacted] I am rejecting this response because: I have asked for the owner to call me multiple timesI have proof the landscaping was never finished when I first moved inI have proof the handle on the refrigerator was never there when I first moved inI have proof of our multiple phone calls to them on June 24, 2017, when we were told our move out inspection would beI have already spoken with two other recent tenants as well and they had the same problemI was never told the move out process was on the portal, I was told they would email it to me, and I never received oneThe only reason the owner will call me now is because I went through the Revdex.comThe Business had days to send me the charges as to where my deposit went, and they failed to do that Regards, [redacted]

Complaint: [redacted] I am rejecting this response because my complaint is still unresolved What are you doing to address the issues? Regards, [redacted]

The property inspection was completed on the June This was the the original date and time There are no inspections on weekends since there is only person working on Saturday half day The maintenance and move out instructions were given at the time of lease signing and were posted on the tenant portal at her request The yard had been recently mowed but it was not edged nor was any of the landscaping maintained The tenant was not charged for any carpet replacement, they we charged for carpet cleaning with a pet enzyme treatment as a requirement under the lease The were also charged for a medium clean, which included but wasn't limited to ceiling fans , ac filter, base boards, the range , behind the refrigerator, bath vanities, exterior patio door, and garageIt was noted that the garaged had a strong urine / pet oder and had to be bleached / power washed They were charged for general maintenance ; patch and paint for nail hole scratches and marksdoor stops, 9v smoke detector batteries , but the majority was for the pet damage to the door / frame and sheetrock entering the home from the garageThe tenant was also charged for the handle to be replaced on the refrigerator witch the appliance repair company indicated tenant damage Additionally the tenant was charged for pest control as required under their lease A copy of security deposit accounting statement with all of charges was sent to the tenant There were photos of the property taken at time of inspection I If the tenant feels that any charge was in error I will be glad to review their request and will be glad to call them next week on the 28th or 29th V/r [redacted]

The sales agent has had the access to the property since she picked up the key on May We have closed out the owners portfolio and have refunded the remaining balance of the owners reserve We do not have possession of any "Bose" unit Any components left in the property were there when the agent took possession of the property

This letter is in response to your letter dated September 8, 2017, a copy of which has been provided for your convenienceWe have reviewed and investigated the items outlined in your letterThe gentlemen's car was towed for parking after midnight without a parking permit or written management approvalWe have signs posted at the entrance and at various locations throughout the community stating thisI have included a few pictures of these signsI have also included pictures of his car, taken by the towing company prior to towing, showing no permit posted on the windshield as requiredI have also attached a copy of our Rules and Regulations, highlighting the parking area requirementsOur tow company is currently servicing all communities in the Austin areaPer TDLR, Texas Department of Licensing and Registration, any complaints about the tow company should be addressed on their website as well as any requests for reimbursementI will consider these items to be closedPlease feel free to contact me with any questionsSincerely, [redacted]

As I stated , I will be glad to discuss this matter with the past tenant anytime from the 28th I will not be available until then If there are any charges that need to be adjusted then I would gladly do so [redacted]

Complaint: [redacted] I am rejecting this response because:The amount of money we spent to make repairs were in addition to the American Home Shield (AHS) Warranty With the two years I provided the repairs equate to $1, It does not include the refrigerator we replaced last December This is a document you all created if it not clear and subject to interpretation that just substantiates my case that you should be providing actual invoices from the vendors and not invoices you all create I can tell you for a fact that AHS was not always paid through your company because they personally sent us invoices Why would I ask you for an invoice from AHS when they sent me their invoicesAs a Property Manager I should not have to ask you to provide me with an invoice which we have asked for since January of and we have yet to receive any invoices If it is a legitimate charge then you should be able to produce an invoice that was not created by your company [redacted] you are delusional the repair amount alone on the July invoice was $ I asked your office for the invoices back in January of I proceeded at that time to also ask for a copy of the invoices for all the repair cost we incurred for for our taxes especially the attached one (the maintenance and repairs you all alleged you did on the July statement in the amount of $853.00, or the $carpet cleaning fee, $for the plumbing, or the $for the locksmith on the same statements I am not making this stuff, everything I am asking you for stems from a valid requirement I am not just asking you this stuff for the sake of asking you I have written documentation to support my claims and [redacted] does a really good job at trying to deflect the conversation off the things he should be focusing on, let's get off AHS and get back to what your company is not doing like the items we asked you all to resolve with our transitionThe fact of the matter is the written agreement was you all stated you would provide my Realtor with the remaining components to complete the transfer on June and you ended up mailing them before that date to the property in question addressed to me via certified mail when you knew I did not reside at that address Before my Realtor came to collect the items on June (after you all retrieved the undeliverable box from the post office) one of two things happened...either you did not provide all the items in the box you mailed or you opened the box and took some items out because when you gave her what you wanted to give her she did not have all of our stuffYour organization called her back again on/or around June to come get the remaining items because you had a second back up package you all kept so you stated Who keeps a back up box if you are transitioning a property over you will no longer manage, why do you need a back up? In terms of the close out package you should really read your email before you continue to tell any additional lies You stated in your email that you emailed those documents to me When I informed you that I did not receive the email and requested you to resend them you never said anything back to me I never told you to make a copy to provide to my Realtor because to the best of my knowledge you emailed them to meI never asked to you copy anything I simply asked to you transition over all the items you have associated with our property to my Realtor In terms of the box you sent, that you all retrieved from the post office I asked you to provide the unopened box to my Realtor since it could not be forwarded Now how you ended up with I asked you to copy the contents of the box from my request for you all to provide the unopened box to my Realtor leaves me speechless This is how it got to the point that I would only communicate with you all in writing Regards, [redacted]

The property owner was given the information that was available Very little documenation was provided from the the previous property manager I am sorry that Mr [redacted] has his opinion but that is his right There is no further action that can be taken at this time

Complaint: [redacted] I am rejecting this response because:The move out inspections are only a small portion of the documentation we have been requesting We will update the Revdex.com once Emily's Rentals complies and sends all relevant information to include contractor repair invoices, all receipts, all payments, inspection reports, tenant complaints, and other records pertaining to [redacted] Regards, [redacted]

I will review the move out file, any items that were charge to the tenant on her move out was based upon the condition of the property when she left compared to the move in inventory condition form that she filled out when she took possession of the property She was required by her lease to have the property cleaned , carpets cleaned and the property sprayed for pest

This letter is in response to your letter dated September 8, 2017, a copy of which has been provided for your convenienceWe have reviewed and investigated the items outlined in your letterThe gentlemen's car was towed for parking after midnight without a parking permit or written management
approvalWe have signs posted at the entrance and at various locations throughout the community stating thisI have included a few pictures of these signsI have also included pictures of his car, taken by the towing company prior to towing, showing no permit posted on the windshield as requiredI have also attached a copy of our Rules and Regulations, highlighting the parking area requirementsOur tow company is currently servicing all communities in the Austin areaPer TDLR, Texas Department of Licensing and Registration, any complaints about the tow company should be addressed on their website as well as any requests for reimbursementI will consider these items to be closedPlease feel free to contact me with any questionsSincerely, *** ***
*** ***

Complaint:
***
I am rejecting this response because:Your response is untrueWe have not received all the information that was availableNearly all of the requests from the demand letter transpired after May 1, while you were our property manager You merged with our previous property manager (Keystone Properties) on May 1, This change was by your doing, not oursA proper company merge would combine all business related documentationWe have attached a copy of the demand letter with many names, dates, and items removed that we are not comfortable being publicizedIf you are telling me there is no further action to be taken, then that implies you did not correctly fulfill your responsibilities as our property manager
Regards,
*** ***

Complaint: ***
I am rejecting this response because:Mr*** has still not addressed the bulk of my USPS certified letter and nearly all of my questions have still remained unansweredI cannot accept a written list of the couple questions he did addressI need actual copies of the records as I have asked from him multiple timesTo alleviate any possible confusion, I have embellished once again for him on this attached document. Regards,
*** ***

The security deposit was refunded on May 8th with an accounting of the deductions made The refund and accounting statement was sent to *** *** *** *** ** *** with in the days as required by the Texas Property Code

The notice was dated June which was days after the tenants move out inspection, it was effective days laterthe owner instructed the company that she would account for the deposit as required