Performance Matters Property Management

First let me say that I would be glad to discuss this issue All she has to do is contact me.I have been in this business for more than years & have maintained a stellar reputation Maintaining that reputation is of the most importance to me & that is why I solve issues in a quick & expedient manner With over properties that I manage one can image how many "issues" might come up Not once have I been found guilty of a "wrong doing" This is because I am a professional and I follow the lawBut, most importantly, I am honest - ethical - and moral in my dealings I follow the "Golden Rule" that we all should have leaned by 2nd grade..."TREAT OTHERS THE WAY YOU WOULD WANT TO BE TREATED" By going directly to the Revdex.com - without even trying to contact me to resolve (much less even discuss) her grievance - she has acted in "bad faith" If she was truly interested in discussing her grievance...she would have contacted me It obvious to me that she is more interested in trying to "convict me in the public square" (using the internet) then in actually having her issue resolved.Having said the above...I hold no ill will toward her I am sure she is quite upset over the fact that she did not get what she wanted I understand that For the record though...she should contact me directly & I will hear her grievance - and then come to a resolution with her If she, for some reason, chooses to not deal with me directly...then I will gladly go through the channels at the Revdex.com.Very Respectfully, [redacted] , ***Performance Matters Realty,Performance Matters Property Management,*** [redacted] *** office

This company has been an issue since day when I moved inI stuck it out and gave it a chanceI dropped off money orders for rent on 31July to their Dropbox which the realtor told me It was okay to do so I then receive a phone call on 09Auguststating my rent was lateI was at this point informed that the Dropbox was broken into and that I still needed to come up with rentI was told by the owner that I needed to get all the paperwork and file a police reportOnce all the paperwork was received I tried to file a police report where the police station then told me that they couldn't help me because it was stolen from their property and that it was then their issueI then talked to a lawyer who advised me not to pay anymore money for that month as that was now their issueThe owner then told me that my lawyer was wrongHe was very rude throughout the entire processIn October I was tasked to deploy so I moved out of the house at the end of September where I was

We have been renting a home through the property management company and have had several issue with our AC going out constantlyThis last time they repaired it and it's out again with in days of the last repairWe called the after hours property management number and received a call back hours after we calledMy husband spoke to the owner of the property management that was very rude and unprofessionalHe stated to us "I'm miles away and can't help you." He proceeded to ask when our lease was up and stated "Thank god it up in August, you should just pack your bags and move out." Our call was in no way in regards to our lease but for the repairs needed on the unit and we felt threaten that he had the nervous to bring lease in the matter because we have never been late or miss payments nor have we done anything to cause them to question our leaseWe didn't have any intention of move out at the end of our lease but now feel we will no longer be renewed because of us calling

I'm in a bit of a situation here.  I'm on vacation with my family & will not be back in the 10 day time frame outlined by the Revdex.com guild lines.
I'm also not to confident in my ability to give a full reply, w/ completeness and accuracy, in the 30 minute timeframe allotted (allowed)...

by the Revdex.com.I will try.
Mr. [redacted] called the emergency number 4 times in 4 hours.  I instructed him on who to call, and how to get a hold of them.  He then went on a 5 minute rant about wanting some kind of compensation for the repeated problems with the ac system over the past year.  I explained to him that the lease (we both signed) does not address the issue of "compensation".  I then told him that I was 4000 miles away (on vacation) but when I got back I would look at the full history of this particular ac system.  He went on another 4 minute rant about how he should be compensated for the days they had to live without ac this past year.  He then called me unprofessional.
My reply was ... ".I'm unprofessional?  I'm professional enough to call you back...& professional enough to reply to an "emergency" request to our "emergency" number ...that is not even an emergency.  He did not like me telling him that this AC issue was not an emergency.  After I educated him on the fact that it was not an emergency, he called me unprofessional again.  At this point I determined that if the man did not like an answer that he was given ...is 'go-to' response was to call that person unprofessional.
I did ask when his lease with us would be over.  What I was trying to point out to him is ...if I were in a relationship, with someone that I though was unreasonable & unprofessional...I would be eager to get out of that relationship.  I feel badly if Mr. [redacted] felt threatened in any way...as that wa not my intention.  I was simply trying to point out to him that not all relationships last forever & certainly our renter /landlord relationship certainly didn't (doesn't) need to last any longer the   he   wants it to.
I have been a realtor for 25 years and in property management for 15 of those years.  I manage over 300 homes & have a stellar reputation in the real estate community of San Antonio.  I stand proudly on my ethics and my morals.  When this little "dust up" [redacted] has passed, I will treat Mr. & Mrs. [redacted] (@ move out) with the same respect I have treated all past tenants, in my property mangemnt tenure.  I will be able to look past this (& pretend it never happened) because that is what profession do.  Again, I feel badly if Mr. [redacted] feels as thought I will treat him as anything but respectfully and professionally when they move out.
 
[redacted] the Revdex.com goal is to help resolve issues prior to legal action being taken".  I read that some where.  Forgive me if I misquoted part of it...but I believe I got the "intent" correct.
 
# 1. This is not a matter for the Revdex.com because nothing was "purchased".  There was no transaction where someone bought something and then they were dissatisfied...with that purchase.  In tenant / landlord cases - they are part of "contract - law".
So in cases like this ... The Revdex.com (unintentionally) is used as a forum for hostile tenants to have a "public voice".  
 
From the Revdex.com - point of view - I look forward to someone on your staff contacting me if I have mis-spoken, mis-stated, or misrepresented anything in this last section.
 
Profesionally,
 
[redacted]

I am not surprised that Ms. [redacted] was not happy with us taking money out of her security deposit.  As you can image...tenants are never happy when this happens.  I am quite surprised however, that the Ms. [redacted] didn't try to give me a chance to talk to her ......

before firing off a Revdex.com complaint.  She must have been very mad when she did not "get her answers" as quickly as she wanted them.  I am ready willing and able to discuss this issue with her ... when she wants to have that conversation.  If she emails me at [redacted], we can set up an appointment time (via phone) to hove a conversation with regard to this matter. 
[redacted], on my staff, spoke with Ms. [redacted] three times.  All three times ... she was polite in answering her questions.  [redacted] response was not "I don't know".  [redacted] tried to explain that there is a procedure to follow when an "ex tenant" was not happy about the amount of their security deposit that was return.  Ms. [redacted] didn't want to here this.  She wanted her answers right away ... and kept ranting on & on about that she wanted [redacted] to answer her questions.  [redacted] told her that she [redacted] couldn't answer her questions ... but there was a procedure to follow.  Once again ... she did not want to hear this.  Rather than following the process (like others are required to do) she somehow seems to feel that she should get a different level of service just because she is in the military.  At one point she actually had the nerve to tell [redacted] "I'm going to get you guys black-listed from the military".  I guess this complaint through the Revdex.com is here attempt at carrying out that threat.
 
The procedure (that [redacted] mentions ... twice) requires the tenant to simply put in writing what their issue (complaint) is.  If Ms. [redacted] would have spent her time typing a quick note to me (rather than trying to vilify me in the public square - using the Revdex.com) this issued would have been resolved already.
 
With regard to the carpet expense --  On page 12 of the lease that she signed, in Paragraph 26, it clearly states that the tenant is obligated to "have the carpets professionally cleaned".  It also says that a receipt must be provided to the landlord at the walk through.  If she can provide a receipt for professional Carpet cleaning ... I will be willing to look at it.
 
With regard to the touch up paint expense --  I have tried to look into this expense to see if she should be held accountable for it.  I have looked in the file, but can not find the "move in condition report" that she refers to, in here complaint.  If she filled it out & gave it to us, it would (should) be in the file.  My staff & I are human ... therefore it is possible that we did get it from Ms. [redacted] but have somehow misplaced it.  If Ms. [redacted] can show me a copy of the document ... I will be glad to reevaluate the validity of us charging her the $250.  For the RECORD though ... in my 20 years of managing rental homes ... I have had two (2) tenants who have shown me a move in condition report that I didn't have in the file.
I hope that this concludes this issue satisfactorly with the Revdex.com.  I'm stating for the record... I am willing to talk to & discuss the issue with Ms. [redacted].  If Ms. [redacted] is truly interested in resolving the issue... I will hear from her soon.  If she just wants to be "MAD" about things ... I guess she will just keep trying to resolve issues through other channels.  I hope she chooses the former, rather than the latter...as it will be more productive.
 
 
[redacted]
Performance Matters Realty
Performance Matters Property Management
[redacted]
 
 
 
 
 
 
 
 
To that extent.  I encourage Ms. [redacted] to send me (through my office) and email.  I will be glad to get with her (via a phone call) and discuss the amount & reasons for those amounts - that were taken out of her security deposit.

Revdex.com,
Re: [redacted] (tenant)
Mrs. [redacted]'s complaint was an interesting read. It is...

certainly filled with "false statements"...or "untruthful statements" if you prefer.
Well, lets get into the "meat of it" as they say. First, she told me that she had to move because of "mold" in the house. I told her that I would have the house tested. I shared some knowledge with her about "molds" and told her there was a very small chance that it was one of the two deadly molds that are out there.. .and depending on what type of mold showed up in the report...we would address the situation appropriately. I told her that if it was one of the deadly molds that I would get it fixed right away. Sometimes it requires for the house to be abandoned & sometimes it is only a spot treatment. She told me that "as a "mother" she can't let her children stay in that environment. She loves her children to much". I told here that I love my children just as much...& as a Father of 3 small children myself, I would not hold her to the lease...if it was a deadly mold. She said "OK...that sounds fair". I instructed her on how to do this. She was fine with the solution. I called her back in a few days. ...just to follow up. When I spoke to her she informed me that the procedure that we discussed & agreed upon was no longer acceptable to her. She was going to have her Own inspection done (Lets note, that this is the first time that she lied...and or... "acted in bad faith").
She had her inspection done. She told me how horrible it was & that the house had "deadly mold". And asked again...could she get out of her lease. I said that I would like to see the report that says it is a deadly mold. She instantly got defensive & said "if you want a copy...pay for one yourself. You wouldn't pay for this one...so I'm not going to give it to you". I reiterated to her that I can not "simply take her word for it" and that if she didn't shared it with me...I would have no compelling reason...or proof...as to why I should let them out. She said that she would talk to her husband about it. The next day she sent me the report.
The following day I called her (maybe she called me...I don't remember). In this conversation she told me that they had already started moving there stuff out of the house. I of course asked "you found another place already?" She said yes...but they had not signed the lease yet. She said that they were moving back in with her parents (could have been in-laws) until it was ready. I told her that I wanted to come out tomorrow and look at the situation with her and my repair people & with the report in hand...so we could discuss it and work through the issue. She then said that she was already 90% moved out...& that it wouldn't matter what I did...as she had already found another house. I asked her when the lease starts? She said "I don't have to tell you that!".
I have since found out that they have moved to California. Not, close by in San Antonio as she had represented to me. (note: this is the second time that she has lied...and or... "acted in bad faith"). I believe it to be rather obvious, "transparent" if you will, that they have made up this issue...and or...never intended to work through the issue (if there was one). She told me that they had lived in a house with mold before. I can only assume that she, using her experience from before, thought I would "fold" under the "fear" of her bringing action against me... & let them out of the (legally binding) lease. Well she has miss read the situation. By making false acquisitions against me she has potentially opened a lawsuit up against herself, for slander.
In summary, she moved out.., abandoning the property & breaking the lease by doing so. There was never an agreement (verbal or written) that I would let her out of the lease. I was originally willing to let the issue go (i.e. don't pursue them legally) because it is usually not worth the time, energy, & legal efforts ($$$), to pursue a tenant. But now, she has put me in a position that I am spending the time & energy defending myself... so I might as well spend the money too. I will not give $$$ to people who lie & are dishonest...as she has been proven to be, but, I will gladly pay $$$ to defend my good name. For 20+ years in the San Antonio area...I have developed a reputation that I am proud of. Additionally, I feel I must pursue this...as I simply cannot let it stand when people go around committing slander against me without a consequence.

 
Respectfully,
[redacted]. , Owner Performance Matters Realty, and
Performance Matters Property Management
Since you will be sharing this with the complainant...I'm going to use you (the Revdex.com) as the "vehicle" to send the following message ...IN WRITTING...to her (them), rather than certified mail. I demand that you cease & desist saying slanderous things about me, and that you stop telling the untruths that you have accused me of in the Revdex.com complaint. If you do not...it will only make my law suit against you stronger. As usual, I am available 5 days a week during business hours to talk through & discuss any questions that you may have. This cooperation is also extended to the Revdex.com as well.

First let me say that I would be glad to discuss this issue.  All she has to do is contact me.I have been in this business for more than 20 years & have maintained a stellar reputation.  Maintaining that reputation is of the most importance to me & that is why I solve...

issues in a quick & expedient manner.  With over 400 properties that I manage one can image how many "issues" might come up.  Not once have I been found guilty of a "wrong doing".  This is because I am a professional and I follow the law. But, most importantly, I am honest - ethical - and moral in my dealings.  I follow the "Golden Rule" that we all should have leaned by 2nd grade..."TREAT OTHERS THE WAY YOU WOULD WANT TO BE TREATED".     By going directly to the Revdex.com - without even trying to contact me to resolve (much less even discuss) her grievance - she has acted in "bad faith".  If she was truly interested in discussing her grievance...she would have contacted me.  It obvious to me that she is more interested in trying to "convict me in the public square" (using the internet) then in actually having her issue resolved.Having said the above...I hold no ill will toward her.  I am sure she is quite upset over the fact that she did not get what she wanted.  I understand that.  For the record though...she should contact me directly & I will hear her grievance - and then come to a resolution with her.  If she, for some reason, chooses to not deal with me directly...then I will gladly go through the channels at the Revdex.com.Very Respectfully,[redacted], [redacted]Performance Matters Realty,Performance Matters Property Management,[redacted]  [redacted] [redacted]  office

This Company breaks laws and condones potential illegal activity with no responsibility. Phone edict clearly shows the lack of professionalism. The image they create for customers is false and anyone in the way can and will be victimized with out prejudice or concern.

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I have resolved the issues that were in question....that Mr. [redacted] has brought to our attention. I am disappointed that he has resorted to name calling & trying to embarrassed me in a public format. Mr. [redacted] exaggerates just a bit when he is expressing his feelings. He exaggerates for drama & effect...in the hopes of persuading public opinion, I can only assume. A more appropriate (and professional) way for him to 'vent' would be to say the following..."Mr. Stephan an I disagree with regard to the level of service that is expected in our rental agreement". I would whole heartedly agree with that statement. I (we) manage 300+ homes in the San Antonio Area. In the last five years we have had less than 1 "issue" per year that has been brought to the attention of the Revdex.com. As matter of fact...I have only had 6 total in over 15 years. I believe my record stands for itself. [redacted], Owner Performance Matters Property Management