Real Property Management LoneStar

Ms. [redacted], I am very confused and surprised by your comments; now you don’t want to be let out of your lease and refunded your deposit and rent?  When I left the property following my inspection the last discussion we had, and the only action you gave me, was to discuss your solution with the landlord / property owner.  I did exactly what you asked me to do and I said I would; negotiate your proposal with the property owner. I was successful in doing so and now you are changing your set of demands again.  I am at a loss as to how we can satisfy you within the confines of the lease and the landlord / property owners budget.  The property is indeed safe and habitable and the departing 2 year residents didn’t have any issues.  I pasted here your original demand for resolution for your easy reference: Complaint Background: Product/Service: Property Management-Rental Hou Purchase Date: 8/1/2016 Problem Occurred: 8/1/2016 Model: Account Number: Order Number: Talked to Company: 8/1/2016 Talked to Company (2nd): 8/2/2016 Talked to Company (3rd): 8/3/2016 Name of Salesperson: [redacted] Purchase Price:$3120.00 Disputed Amount:$3120.00 Desired Settlement:                       I would like the lease to be terminated and my deposit and rent returned.   Ms. [redacted], As previously advised we transferred this property back to the owner / landlord and will no longer be managing the property.  It was our hope that we could resolve the issues prior to the transfer.  With your changing demands I am not sure we will be able to accomplish that.    Respectfully,   [redacted], Broker / Owner Real Property Management LoneStar [redacted] Suite [redacted]
Austin TX 78759 [redacted] Office [redacted] Fax

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 situation. That 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 3:34 PM, [redacted] <[redacted]> wrote:I don’t recall that; we were always talking about the termination. From: Jenny [redacted] [mailto:[redacted]] Sent: Tuesday, August 9, 2016 3:28 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, 2016 3:16 PMTo: Jenny [redacted]Cc: Nancy SharpeSubject: RE: 505 Blanco Woods / Termination of Lease I am confused Ms. [redacted]?  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, 2016. Based on the pictures and the touring of the property, the house was in great condition. The 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 31 July 2016, the house was basically trashed. I pulled women's black hair out of the carpet, it was dirty, there were holes in at least 6 places in the carpet, there was dirt all over the house, the gate was broken and hanging off one hinge. The house had not been cleaned or made ready to move in. Real 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 6 different places, my mom already tripped over the big flap in the living room. 4.) 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 cabinets. 22.) 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 1 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 hazard. My 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 hazard. I was also informed the owner is taking over managing the property. If 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 her. When I requested the information, I was denied that as well. Finally, 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 workers. She wouldn't tell me any information and subsequently hung up on me. I started work this morning full time (I'm a school teacher), and I won't be home while they work. No work has been done since Monday, 1 August 2016. 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 Background: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: $3120.00 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, 2016 2:54 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.com. Thanks, [redacted]Sent from my iPhoneOn Aug 9, 2016, at 2:46 PM, [redacted] <[redacted]> wrote:Hello Ms. [redacted], 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 weekend. Respectfully, [redacted], Broker / OwnerReal Property Management LoneStar[redacted]Suite [redacted]Austin TX 78759[redacted] Office[redacted] Fax[redacted]www.[redacted].com Follow Us!<image002.jpg><image004.jpg><image006.png><image008.jpg&...⇄ /> 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 4 different occasions.  If you can meet the above mentioned conditions, only then will I accept the resolution.

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 receipt. This included everything your company asked for, enzymes, etc. If 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 in. You 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 in. Lastly, 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 well. It is unethical and illegal in any business to say "I will pay you $150 IF you take down" such and such by a certain date. This is all very disappointing and in the 8 years that my husband and I have moved due to PCS in the military we have never dealt with such a difficult and unresponsive company. I 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]

Complaint: [redacted]
I am rejecting this response because:The staff should be better educated about simple questions regarding rent payment and water payment.I tried to make a water payment in February,  and March, instead the staff said wait for the invoice in the mail. I specifically asked, "can I make a payment towards it with my rent? Is it billed through another company, I've lived in apartments and some companies have you pay through them, or it's billed through a separate company" The response given was again, "wait for the invoice in the mail."I understand the I need to pay for the water but there should not be any late fees, and I feel like there should be some type of deduction for it due to the staff not giving me the correct information to begin with.Same for the rent. If I had known that I would encur late fees, I would have used sick time or something to leave to pay rent.  Instead AGAIN, the staff is either not knowledgeable enough about the tenants, or their job, or are neglecting to give the customer the correct response. My rent has always been on time if not early. Even when the money order was given to the staff, she did not even acknowledge anything. She grabbed it, and stayed quiet. I had to look for her in another office. I have no issue paying rent, I occupy the residence. I have a problem with NOT BEING TOLD OR INFORMED correctly which causes late fees, and bills to add up. So I feel as though I deserve some type of compensation for ALL of your staff given incorrect information, or neglecting the situations that have arised. If things regarding the property are my responsibility then the staff needs to be able to tell the tenant, that falls under what became my responsibility,  and not that they will send someone out which was 4 days later after the initial incident. The debris, broken glass, and junk left outside that your staff also said would be cleaned up a number of seven times was not. I had to clean it, and I told the neighbor two of my children sustained injuries due to this  my two year old was cut by a nail, and my son fell into the glass from a broken tv.  Again, your staff told me all seven times it would be taken care of, they're sending someone, the tenant said it's not theirs, after four months I cleaned it. When it was on my property. The she'd belonged to the neighbor.S not just on the matters I've complained about has your staff has not been knowledgeable enough to give correct information, but it is many other situations also. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this is a resolution.
Regards,
[redacted]