RentWerx

Thank you for letting us know about your recent experience with our company We apologize if our service did not meet your expectations and appreciate you taking the time to share your concerns Our goal is to provide a consistently high level of management and an exemplary level of customer service Based on the events you describe, we did not meet this goal Your comments regarding the timely disbursement of funds will be used to reevaluate our Leasing Only contracts and to further coach and train our team members We would also like to apologize for the $bank fee assessed to your account and to let you know we will be crediting that $back to your account

We do not subscribe to the Revdex.com complaint system for numerous reasons This is a security deposit complaint In the security deposit itemization letter that the tenant received, procedures were already laid out for them to initiate a review of the findings and inspections See the attached letter If the tenant wants this issue reviewed, they can respond with evidence supporting their case to us directly [redacted] , Broker - Owner - Larsen Properties

Thank you for letting us know about your recent experience with our company. We apologize if our service did not meet your expectations and appreciate you taking the time to share your concerns. Our goal is to provide a consistently high level of management and an exemplary level of
customer service. Based on the events you describe, we did not meet this goal. Your comments regarding the timely disbursement of funds will be used to reevaluate our Leasing Only contracts and to further coach and train our team members. We would also like to apologize for the $bank fee assessed to your account and to let you know we will be crediting that $back to your account

Should the person leaving this complaint want to seek out resolve, we have provided them instructions to do so by submitting the proper evidence through our formsSee the attached and completed security deposit itemization from December 2017. It's provided here for that person to see,
again, so they may review the form with all the required evidence. http://rentwerxsa.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
However, the response from the company is completely falseThe replacement of the AC, it wasn't a "repair" as was stated was scheduled on a Tuesday morning at am and the company did not show up as Larsen Properties gave them the number of the owners daughter, not myself The schedule had been confirmed the previous Friday so they knew what parts were required. Never did we state there was not a sense of urgency In fact on day we advised they had violated the Property Code and wanted it fixed immediatelyWe have communication on a daily basis asking when it would be done. Finally, Larsen Properties did not offer several options to usThe AC company offered to pay our cleaning fee and that is it. We are resolving this only as a threat has been made to us by Larsen Properties not because appropriate action has been taken in resolving this complaint.
Regards, *** ***
*** ***

This unfortunate incident could have been avoided if the tenant had not engaged the deadbolts from inside the home, and exited through the garage. The keyless deadbolts, which are required by Texas Law, were installed upon tenant move in. If the tenant were exiting in and out of the
garage, and leaving the keyless deadbolts engaged inside the home, there would be no way for the tenant to access the home if: 1) The Power Went Out 2) The garage door malfunctioned. We provided the means for this tenant to contact us after hours via our 24/maintenance hot line. It was considered a “Lockout” situation because the tenant engaged the keyless deadbolts thru the entire home and exited through the garage In lockouts, we do not send someone to the home to fix or pay for their accidental lockout. If there is a valid work order request to repair a garage door opener, that can be or already has been addressed. In closing, the tenant is attempting to push blame on to the management company for locking themselves out of the home We are a company that honors our veterans and is veteran owned

Complaint: ***
I am rejecting this response because: My request is based on unethical business practices Additionally, according to Larsen Properties, I only had days to request my review request I am outside of the review request window Regards,
*** ***

There were two emails sent out along with a note in our Monthly newsletter. In addition, this was charged one month in advance so if there was a refund issue - it would be refunded. This was all disclosed in our management agreement and marketing materials. We have no problem
in refunding the money and will provide that directly. RentWerx

This complaint has been resolved outside of the Revdex.com with the former tenant We provide our outgoing tenants a means to request security deposit reviews outside of a 3rd party consumer website such as the Revdex.com You may review the attached itemization letter The tenant has been
contacted regarding this matter

Complaint: ***
I am rejecting this response because:So, instead of taking responsibility, you want to change the response from "we didn't give you a garage door remote" to it’s your fault for using the locks in the home. This is exactly why the Revdex.com has to step in and help moderate. OK. So, much for honoring veterans and a solid business ethic. This company knew I was a veteran before I move in. I could have used some of that “honor” with a clean house that included a garage door opener. By the way, I previously requested through *** *** a garage door remote and you now know I need the garage door outside pad programmed. Instead of fixing the issue, we find blame and avoidance. I've never paid so much and received so little in return. You're wrong and you know itThis isn’t business it’s another word that I can’t say here that is the only thing worse than a lie. If this happened to you, the fix would be the same as I'm requesting. The bottom line is the opener failed and your company is taking it personal that it needs to be accountable. HINT: Businesses thrive when they take ownership and correct their failures. When a *** breaks, they send you a new one, when a ***t dies, they replace it So, don't talk about pushing blame, just take responsibility.
Regards,
*** ***

In going over this review and all the details surrounding it, we feel as a company we did as good as could be expected in handling this repairThere were several circumstances surrounding the repair that were failed to be mentionedThe first was the tenant would only make themselves available
for a repair call after 6:PMWhen a technician did make it to the home, a part may need to be ordered and unable to be picked up until the next business day…causing delaysSecond, the tenant was conveying to us - and the technicians - no sense of urgency in the matter as they indicated to us they were staying with family and friends during this period of repairAir Conditioning units in the peak season of Summer are the most difficult repair any tenant or homeowner can makeRepairs can not be performed overnight as they would wish, and of course owners of the rental home are not in a position to purchase an expensive replacement system costing thousands of dollarsEven if the owner were willing to do that, even scheduling a technician during the peak season is a challenge and we are only able to use certain vendors from our vetting processThe repair took longer than expected, but we did all we could to facilitate and complete the repair as quickly as possible
We have offered several solutions to the tenant in the form of compensation, but they have not accepted our offers insisting for more than what we feel is appropriate given the situationAs a company we were in constant communication with the tenant, vendor, and owner regarding this matter
We are still open to a fair solution from the tenant and feel this issue does not warrant bringing to the attention of the Revdex.com
*** ***, OwnerLarsen Properties

Complaint: ***
I am rejecting this response because:
On 7/11/*** *** sent us our lease agreementThe inventory and condition form is mentioned, however there is no link to where we can find said form nor is there a form attached, thus the reason my wife called to ask where to find this formBefore we called the leasing office we looked on the rental portal and there was no mention of where to find the inventory and condition formWhen my wife called she asked where we could get a copy of the form or if it can be sent to usShe was told there is no form & said that the leasing office takes pictures before and after the tenant moves and they are compared to each otherWe did not like that, but what where we supposed to do? We were new to San Antonio and trusted what we were being toldWhether we have lived in an apartment or rental home we have always filled out a condition formWe did not like not having that option with this homeIf that form is a must to fill out why is it not possible to find? Why would it not have been part of the email we received with our lease? Why was it not on the rental portal? Lastly, why were we told there is no form? It seems there is a huge breakdown in communication in the leasing officeThere is high turnover there so maybe that is the problemThe second part of that same call was to inform them of all the trash left behindMy wife was told to email *** which she did on 8/27/
On 5/28/*** *** sent us an email with move out infoIn the body of this email it says “ The property manager will compare the move in pictures with the move out pictures along with your move in check list(Which is the form we asked for but was told there wasn’t one.) In this email it also says do not patch, spackle or spot paint nail holes or touch up paintSo if we are not supposed to take care of that how in good conscience can they charge us for it? In this email it also says they recommend we hire a cleaning company, however even with a cleaning company it will not guarantee the home is deemed cleanSo why on earth would we pay a $to clean something we know we can clean better…which we did!
It really feels that we are not being heardWe’ve tried on multiple occasions to explain this very thing and yet Larsen Properties just doesn’t get it… or care for that matter
We are not ok with being charged for items that were already there when we moved in! The picture Brad added is of the track lighting in the upstairs game roomWe never used those lights because when we moved in only one worked and it wasn’t enough lightingWe did not feel we should have to replace those bulbs when we just moved in and never had used themWe have already explained and listed all that was wrong when we moved inIf Larsen Properties was on top of it then they would have pictures of the place before we moved in and outThen they would see that the items they are charging us for are in the before and after picturesThey would see that we did not do any of the things they are claiming and that includes all the items listed in our complaintBut they only keep sending the after pictures
I can forward the emails list above if I’m given a forwarding email address
Thank you for assistance with this matter
*** and *** ***

There is a balance due of $

We do not subscribe to the Revdex.com complaint system for numerous reasons.  This is a security deposit complaint.  In the security deposit itemization letter that the tenant received, procedures were already laid out for them to initiate a review of the findings and inspections.  See the...

attached letter.  If the tenant wants this issue reviewed, they can respond with evidence supporting their case to us directly.   [redacted], Broker - Owner - Larsen Properties

Complaint: [redacted]
I am rejecting this response because: they claim I owe $360 from issues that were in the home when I arrived. I’m not losing my $1000 security deposit over issues that were already there, as well as paying them $300 extra. If I need to, I can contact my JAG office at the base here in [redacted]. 
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.
Regards,
[redacted]

We are responding to this owner to close out their account once we settle out what has been completed with contracted maintenance improvements for their home.  We felt they were not a good fit for our business and have offered them an immediate release to seek other management services. ...

They own the home and have all means of access and we are not impeding them from finding another property manager, or renter.  They are free and clear to hire any representation they choose.  We expect to have their account settled in the next few days.     Respectfully, [redacted], BrokerOwner - [redacted] Properties