Real Property Management LoneStar

Ms [redacted] , Are you stating that you don’t know when your rent is due and late? If so I can explain your lease and obligations for rent and utility payments in detail, it is all clearly stated in the lease We have many options for you to pay the rent including a drop box at our office and online Our office cannot bill you for the water until we receive the bill from the provider We then will bill you for your usage The $late fees are for the late rent not the water bill as indicated in your tenant ledger Relating to any maintenance issues please cooperate with our office staff and contractors when they attempt to contact you to resolve Our maintenance coordinator has tried to communicate with you but was hung up on? I have personally tried to contact you but you don’t respond Also indicated in the lease it is the tenant responsibility to maintain the landscaping Since this is a duplex please cooperate with your neighbors in the other unit In the spirit of moving on and for only this one time we are willing to waive the $late rent fees

Complaint: [redacted] I am rejecting this response because:The carpets were cleaned, again, I do not understand why it is our fault that you claim to not have the receiptThis included everything your company asked for, enzymes, etcIf I would have known that we would be charged installation we would not have gone out of the way to buy these things because as I stated they were either clean or we were not supposed to replace because they were already damaged as seen in the photos I sent and the inspection from move inYou are not even responding in regards to the grass as it was cut; why am I being charged? Again, the door stops, why am I being charged for something that was broken when I moved inLastly, why do you think it's okay to bribe in order to get negative reviews off of the internet? I will be reporting this to the Texas Real Estate Commission as wellIt is unethical and illegal in any business to say "I will pay you $IF you take down" such and such by a certain dateThis is all very disappointing and in the years that my husband and I have moved due to PCS in the military we have never dealt with such a difficult and unresponsive companyI would have much rather talked this through over the phone but unfortunately that didn't happen Regards, [redacted] ***

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 Although we did NOT get the application fees returned, I'm done doing business with these people, so I am just going to leave it alone, and I know better next time to never use them for any future rental or property management needs Regards, [redacted] ***

Hello Mr***, As we agreed on Friday your will pay the gap in rent of $and we will refund $held for the early lease terminationRespectfully, [redacted] , Broker / OwnerReal Property Management LoneStar [redacted] ***Austin TX [redacted] Office [redacted] Fax [redacted]

I do know when my rent is late That is a question you should be asking your employeesSince they are the ones that informed me it would be fine I would be glad to move forward this once the late fees are removed from my accountI'll gladly pay for the water, but the rent fees as you said would be removed...and still showing on my account Also I emailed [redacted] in reguards to the water leak in the duplexThe plumber confirmed it was possibly the A/C, and has been an ongoing issue due to the other previous water stains that are surrounding the same area Once all this is resolved I would gladly "accept the response to resolve this complaint." Thank you for your time [redacted] :) Complaint: [redacted] I am rejecting this response because: Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: My demands did not change After you received the initial complaint, you came and viewed the property Please refer to the email thread below: When you came to the door this morning, you said, "Before you show me anything, do you want to stay here?" I responded with, "yes I want to stay here." You said you wanted to make sure that if I decided to stay you didn't just leave me in this situationThat is also why you came in and looked at all of the issues and took pictures I also told you that ideally I wanted to stay in this house because I fell in love with the house and the area and this is where I want to be Again, I do not wish to terminate the lease and move After speaking with you this morning I had decided that's not what I wanted to do I even expressed to you that I just wanted the house clean, the carpet repaired and compensation for the inconvenience Thanks, [redacted] ***Sent from my iPhoneOn Aug 9, 2016, at 3:PM, [redacted] < [redacted] > wrote:I don’t recall that; we were always talking about the terminationFrom: Jenny [redacted] [mailto: [redacted] ] Sent: Tuesday, August 9, 3:PMTo: [redacted] < [redacted] >Subject: Re: [redacted] / Termination of Lease That was before I spoke to you this morning I expressed to you this morning that I wished to stay From: [redacted] < [redacted] >Sent: Tuesday, August 9, 3:PMTo: Jenny ***Cc: Nancy SharpeSubject: RE: Blanco Woods / Termination of Lease I am confused Ms***? Pasted below is exactly what you requested in the Revdex.com complaint: please read your desired Settlement The details of this matter are as follows:Complaint Involves:Repair Issues Customer’s Statement of the Problem:I viewed pictures of this property on the MLS website via my realtor [redacted] , and we subsequently viewed the property in late July and signed the lease on June 24, Based on the pictures and the touring of the property, the house was in great conditionThe week prior to moving into the property, I requested a walk-through of the property, but was denied because, "there would be a cleaning crew working that day." Upon moving into the property on July 2016, the house was basically trashedI pulled women's black hair out of the carpet, it was dirty, there were holes in at least places in the carpet, there was dirt all over the house, the gate was broken and hanging off one hingeThe house had not been cleaned or made ready to move inReal Property Management's website states: "Real Property Management and/or the owner of the rental home you lease are responsible for: Ensuring the rental property is clean, safe, and ready for occupancy Re-keying all doors leading to the outside for security Complying with state and federal laws pertaining to required detectors in the home Providing residents with a copy of applicable HOA rules" Below is the full list of all things that need to be addressed: 1.) touch up paint doesn't match anything (walls ,baseboards and AC vent) 2.) Ants and fleas everywhere (exterminator came) 3.) carpet is torn in different places, my mom already tripped over the big flap in the living room4.) toilet seats are not installed (done) 5.) blinds are not installed (done) 6.) fence (gate) is completely broken (job started but not fully completed) 7.) yard was not cut, crayon all over the backyard porch 8.) electrical tape holding the water sprayer together (new faucet installed, but installed backwards) 9.) house smells like smoke 10.) vacuumed and filled up the vacuum with dirt and dust -needs to be cleaned 11.) no weather stripping around doors (huge gaps between the door and door jam allowing daylight to come in and air to get out) 12.) cabinets next to the toilet in guest bathroom is rotted and bowed out 13.) kitchen cabinets need to be cleaned 14.)bag of old potatoes found in lower kitchen cabinets 15.) kitchen sink needs to be cleaned 16.) mold in dishwasher 17.) caulking needs to be replaced between tub and floor in guest bathroom 18.)Drain stopper needs to be installed in master bathroom sink 19.) master bathroom shower- water is flowing out of faucet when the shower thing is pulled 20.)wood is rotted around back door, allowing insects and air in 21.) old cleaning supplies, chemicals, and reusable grocery bags found in lower kitchen cabinets22.) there is damage to the inside of the garage door at the bottom 23.) the button for the garage door is shattered 24.) there is no garage door opener I was told by a RPM representative that the carpet was not deemed a trip hazard, which is contradictory to what the subcontractor who they sent out August told [redacted] (RMP Lonestar Maintenance Supervisor) that the house ws in no condition to live in and that, "the carpet and walls were really bad." He also specifically said that the carpet was a safety hazardMy mother even tripped over one of the holes/flaps in the carpet in the living room when I was moving in [redacted] has yet to set foot in the house to see the issues, so I'm not sure how he can say it isn't a tripping hazardI was also informed the owner is taking over managing the propertyIf that is the case I want the owner's contact information immediately so I can notify her in writing that this carpet is a safety hazard so I can pursue issues with herWhen I requested the information, I was denied that as wellFinally, I have been very diligent in trying to remedy these issues by staying in contact with Real Property Management Lonestar; however, I was hung up on twice while trying to express my concerns and issues [redacted] hung up on me in mid-sentence, stating that "he had other work to do and didn't have time to deal with this right now," and by [redacted] , who stated, "I can't listen to this anymore." While talking with [redacted] I was asking what repairs they were going to make and when, so that I could accommodate the workersShe wouldn't tell me any information and subsequently hung up on meI started work this morning full time (I'm a school teacher), and I won't be home while they workNo work has been done since Monday, August I'm very frustrated with the unprofessionalism shown to me by RMP Lonestar,in addition to the dereliction of duty of performing the services of making the home clean, comfortable, and habitable.Complaint Product/Service: Property Management-Rental HouPurchase Date: 8/1/2016Problem Occurred: 8/1/2016Model:Account Number:Order Number:Talked to Company: 8/1/2016Talked to Company (2nd): 8/2/2016Talked to Company (3rd): 8/3/2016Name of Salesperson:Nancy Sharpe Purchase Price: $3120.00Disputed Amount: $Desired Settlement: I would like the lease to be terminated and my deposit and rent returned From: Jenny [redacted] [mailto: [redacted] ] Sent: Tuesday, August 9, 2:PMTo: [redacted] < [redacted] >Subject: Re: [redacted] / Termination of Lease As I told you today, I do not wish to terminate the lease or move out this weekend I want the stipulations I requested in our correspondences with the Revdex.comThanks, [redacted] ***Sent from my iPhoneOn Aug 9, 2016, at 2:PM, [redacted] < [redacted] > wrote:Hello Ms***, As you requested the owner has agreed to terminate your lease and refund your deposit and rent for August provided you are all moved out by this weekend Please reply to this email with your agreement to move out by this weekendRespectfully, [redacted] , Broker / OwnerReal Property Management LoneStar [redacted] Suite ***Austin TX [redacted] Office [redacted] Fax [redacted] www[redacted] .com Follow Us! Regards, [redacted] *** When You were at the house, I clearly expressed to you that I wanted to stay That was after receiving the complaint from the Revdex.com I made it very clear both in conversation and in email that my intentions were to stay in the house and have all the safety and maintenance issues resolved After corresponding with the owner of the property, it has also come to my attention that she in fact paid for a Make-Ready that was not done Regardless of the fact that you are not managing the property at this time, at that time, your company had a fiduciary duty to complete that work, and you even admitted in person and took responsibility for the fact that it was not done You made a promise to give me a gift certificate for a free carpet cleaning, and promised the unfinished issues would be completed before you separated from the owner NONE of those promises have been fulfilled other than repairing the carpet, cleaning the house, and cleaning the carpet I expect the other maintenance issues that should have been completed in the paid for Make-Ready to be completed, and the gift certificate you promised me as well I also do not appreciate you bringing an undisclosed and improperly holstered and concealed firearm into my home This whole experience has been an absolute nightmare I have been lied to by you and your company on at least different occasions If you can meet the above mentioned conditions, only then will I accept the resolution

Thank you for your feedback Ms [redacted] : Relating to the window our office sent both our maintenance coordinator and our window contractor out to inspect and “secure” the window While the window is secure our office has also sent the property owner a BID, for his approval, to have the window replaced to completely alleviate any further concerns you may have A response has not yet been received from the property owner We will keep you updated on that process Relating to your toilet overflowing , our maintenance coordinator visited the property after your reported issue but he didn’t find anything wrong He also tried to communicate with you for a more detailed description of the issue but didn’t hear back from you Kindly note in accordance with your lease any stoppages caused by the tenant are the tenant’s responsibility Please review your lease and let me know if you need any clarifications on your obligations to the lease You are required to pay the indicated late fees if your rent is not paid on time (rent is due on the 1st and late after the 2nd) The lease allows you to mail a check, drop a check in our drop box at our office and/or electronic payment The lease also requires you to pay ALL utilities Please review your tenant ledger attached for your past due amount of $ This amount is comprised of $for late fees, $for Jan/Feb water and $for Feb/Mar waterRespectfully, [redacted] , Broker / Owner Real Property Management LoneStarN MoPac ExpresswaySuite 702Austin TX 78759512-520-Office512-520-Fax [redacted] www.rpmlonestar.com

Hello Ms***, As you elected to use a “third party” vendor Paylease for your convenience the actual refund needs to come through them. We did issue our instruction for refund to them and apparently it didn’t go through the first time so we sent it over again last Thursday.
Please see the attached receipt indicating the credit. We did run the applications and discovered that there were misrepresentations indicated on the applications requiring denial. We had to run the applications to determine these and normally would not refund the “application fees” only the “application deposit” as indicated in all our Agent documents. However since there was some delay and in the spirit of good Customer relations we did also credit you all application fees as well Respectfully, *** ***, Broker / Owner Real Property Management LoneStar *** * *** ***
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Mr***, All properly reported maintenance requests are handled in accordance with your lease, Texas Property Code and at the convenience of our residents when possible. Your AC repair request came in late evening on February 28th and was sent to our vendor the very next
morning. They scheduled the repair for March 2nd and has since been completed. Most vendors are not able to get out the same day unless it is an emergency repair and this was not. The daytime temperature on March 1st was degrees and that evening degrees The shared fence is more complicated as BID’s and approvals are required from both the owner of your neighbor’s property and owner of the property in which you reside. We have one BID from our contractor and provided to your neighbor who wants to get their own. Once we have both owner’s approval the repairs will be scheduled. Our maintenance manager has communicated this to you and your two roommates Please refrain from being abusive and disrespectful to our vendors and office staff, this behavior will not be tolerated and not very becoming for a Marine Respectfully, *** *** *** * ***
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Thank you for your feedback and being a resident for years Ms***. As an Agent for the owner / Landlord we need to follow the contract / lease that we executed. I pasted below your requirements of having the carpet professionally cleaned AND pet treated if a pet was on the property
as the case here. I am also a bit OCD but surprised with your tendencies you did not provide a receipt as claimed. We manage hundreds of properties and our professional commercial carpet cleaning company verified that the carpets were not cleaned. We also had to have the premises pest treated which you were not charged for We do appreciate that you left toilet seats and blinds for the damaged ones but they needed to be installed and that is what you were charged for. I am also very surprised and disappointed that while your husband and I were trying to resolve this you elected instead to place negative and untrue reviews and complaints. Any security deposit withholding goes to repair damage to the owner/landlord benefit not our company. And in spite of us no longer managing this property RPM LoneStar offered $as a sign of good faith and settlement TENANT MUST HAVE CARPETS PROFESSIONALLY STEAMED CLEANED AND SHOW PROOF OF RECEIPT. SEE PET AGREEMENT FOR ADDITIONAL CARPET CLEANING INSTRUCTIONS UPON SURRENDERING POSSSESSION OF THE PROPERTY TENANT MUST HAVE CARPETS PROFESSIONALLY STEAMED CLEANED AND SHOW PROOF OF RECEIPT. IF PETS ARE PRESENT AN ENZYME, DEFLEA AND DEODORIZATION TREATMENT WILL ALSO NEED TO BE COMPLETED. IF NOT RECEIPT IS SHOWN, THE EXPENSE THE LANDLORD WILL INCUR IN COMPLETING THIS TREATMENT WILL BE DEDUCTED FROM THE TENANT SECURITY DEPOSIT Respectfully, *** ***, Broker / Owner Real Property Management LoneStar *** * *** *** Suite *** *** ** *** *** Office *** Fax ***@rpmlonestar.com www.rpmlonestar.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

Greetings, The referenced fees were fine and late fees for an unauthorized pet that was reported by the owner of the property. Based on your commitment to repair any pet damage and the fact you are moving at the end of the Month we have agreed to waive all but the $past due pet rent which
you just paidI am pleased we could resolve thisRespectfully,*** ***, Broker / OwnerReal Property Management LoneStar*** * *** ***
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Revdex.com:
I have reviewed the response ma** by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

Ms. [redacted],   I am sorry about your dispute with the City of Austin relating to your water bill.  As we discussed your lease requires you to turn off the main water in the event of a water leak until the repair can be completed.  In this case you let it leak for several weeks without...

doing so causing a significant amount of wasted water.  In spite of this the Landlord credited your May rent by $860 AND the City of Austin credited your account over $4500 which more than compensated you considering your negligence in turning off the water and reporting the leak in a timely manner.  Based on your lease you are responsible for all utilities not the Landlord.   The reason you are in breach of your lease is your lack of rent payments for June and having 2 unauthorized occupants and nothing to do with your water bill.  We will regretfully need to continue with our Eviction process.     Respectfully,   [redacted], Broker / Owner Real Property Management LoneStar [redacted] Austin TX 78759 [redacted] Office [redacted] Fax [redacted]

From: [redacted] Sent: Tuesday, May 10, 2016 3:27 PM To: '[redacted]' <[redacted]> Cc: [redacted] <[redacted]> Subject: RE: 404 1/2 [redacted]-Billing   Late fees were just removed see attached ledger, please update Revdex.com.

I do know when my rent is late.
That is a question you should be asking your employees. Since they are the ones that informed me it would be fine.
I would be glad to move forward this once the late fees are removed from my account. I'll gladly pay for the water, but the rent fees as you said would be removed...and still showing on my account.
Also I emailed [redacted] in reguards to the water leak in the duplex. The plumber confirmed it was possibly the A/C, and has been an ongoing issue due to the other previous water stains that are surrounding the same area.
Once all this is resolved I would gladly "accept the response to resolve this complaint."
Thank you for your time [redacted]. :)
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

Hello Mr. [redacted], As we agreed on Friday your will pay the gap in rent of $350 and we will refund $887.50 held for the early lease termination. Respectfully,[redacted], Broker / OwnerReal Property Management LoneStar[redacted]
[redacted]Austin TX 78759[redacted]...

Office[redacted] Fax[redacted]

Hello Ms. [redacted], Thank you for meeting with me at the property.  As discussed we are in the process of transfering the property back to the owner but will discuss your request with the owner / landlord.  As a property manager we can only do what the property owner authorizes.  We...

will be back in touch with you once we hear back from the property owner. Respectfully, [redacted], Broker / Owner Real Property Management LoneStar[redacted]Suite [redacted]Austin TX 78759[redacted] Office[redacted] Fax[redacted]

Ms. [redacted],   Are you stating that you don’t know when your rent is due and late?  If so I can explain your lease and obligations for rent and utility payments in detail, it is all clearly stated in the lease.  We have many options for you to pay the rent including a drop box at our office and online.  Our office cannot bill you for the water until we receive the bill from the provider.  We then will bill you for your usage.  The $59.75 late fees are for the late rent not the water bill as indicated in your tenant ledger.   Relating to any maintenance issues please cooperate with our office staff and contractors when they attempt to contact you to resolve.  Our maintenance coordinator has tried to communicate with you but was hung up on?  I have personally tried to contact you but you don’t respond.   Also indicated in the lease it is the tenant responsibility to maintain the landscaping.  Since this is a duplex please cooperate with your neighbors in the other unit.       In the spirit of moving on and for only this one time we are willing to waive the $59.75 late rent fees.

Thank you for your feedback Ms. [redacted]:   1.      Relating to the window our office sent both our maintenance coordinator and our window contractor out to inspect and “secure” the window.  While the window is secure our office has also sent the property owner a...

BID, for his approval, to have the window replaced to completely alleviate any further concerns you may have.  A response has not yet been received from the property owner.  We will keep you updated on that process. 2.      Relating to your toilet overflowing , our maintenance coordinator visited the property after your reported issue but he didn’t find anything wrong.  He also tried to communicate with you for a more detailed description of the issue but didn’t hear back from you.  Kindly note in accordance with your lease any stoppages caused by the tenant are the tenant’s responsibility. 3.      Please review your lease and let me know if you need any clarifications on your obligations to the lease.  You are required to pay the indicated late fees if your rent is not paid on time (rent is due on the 1st and late after the 2nd).  The lease allows you to mail a check, drop a check in our drop box at our office and/or electronic payment.  The lease also requires you to pay ALL utilities.  Please review your tenant ledger attached for your past due amount of $191.94.  This amount is comprised of $59.75 for late fees, $56.59 for Jan/Feb water and $75.60 for Feb/Mar water. Respectfully, [redacted], Broker / Owner Real Property Management LoneStar8500 N MoPac ExpresswaySuite 702Austin TX 78759512-520-9060 Office512-520-9062 Fax[redacted]www.rpmlonestar.com