Residential Leasing & Management Corp.

Residential Leasing and Management
Re: Complaint # ***
From: Residential Leasing & Management Corp
Main office phone: *** ***
Contact Matt G***, President, at ***
We
have been in the single family rental home management business for almost
years. We value our prized Revdex.com A+ rating
as well as our on-line reputation and do
everything possible to enhance our company’s services and client
satisfaction. Throughout the past
years we have served literally thousands of property owners and hundreds of
thousands of tenants, both in the greater *** and *** *** metro areas. Our company provides the very best of
services, to include rapid leasing of
vacancies, detailed property inspections, monthly on-line statements and reports,
in-house handyman services and hundreds of other quality features, too numerous
to mention.
We
have been recognized in our business as one of the finest property management companies
in *** employing exceptional, highly qualified professionals trained in every aspect of
property management and leasing. We are
perhaps, the most respected property management company in *** known for being able to “turn around”
underperforming properties and tenants. RLM (as we are also known) is constantly being
consulted by news media, property owners, real estate professionals and
investors for our professional opinions, guidance and recommendations. RLM has managed properties for many national
and internationally known political and sports figures and is an independently
owned and operated company, licensed by
the *** *** *** ***.
It
has been brought to our attention that former clients, *** and *** ***, who had contracted our services for a period
of only two months, from March 23, to May 23, have written a
complaint to the Revdex.com,
MONTHS after mutual termination of his account. In fact, that client, doesn’t even seem to
recall when his account was terminated.
As such, we are including
documentary e mails that as verification.
The *** never responded to our multiple e mails, phone calls, etc.,
for payment of services that we provided to their account and is now,
surprisingly requesting a refund? The
claim also unjustifiably expresses dissatisfaction with our leasing efforts
All
RLM would like is for the *** to pay for the services that were provided and
that they authorized. We would also like
the former client to acknowledge that he effectively turned down well qualified
rental applicants so that he could re-occupy his home (as per statements in his
own e mails, attached) instead of honoring the terms of the management
agreement. The authorized expenses are
as follows:
1. Landscape
maintenance March 2014. $
2. Extermination
of insects, etc., $
Page #(*** Continued)
3. Landscape
services May 2014. $
Property
mgmtfees (per contract) March $
5. Property
mgmtfees (per contract) April 2014 $
6. Property
mgmtfees (per contract) May 2014 $ 85.00
Property
mgmtfees (per contract) June 2014 $
Total due to RLM for all services
above: $
However, in a conciliatory
effort, we will offer the *** a reduction in monies due our company
of $(April and June management fees), thus bringing the amount of
money due to RLM down to $438.47.
Albeit, it is easier to simply settle this matter without investing
further time and thus, we stand ready to
simply credit the former client’s $deposit against the above expenses. We are attaching copies of statements that
were sent to the ***. We are also
including one or more
emails from the former client specifying that he is terminating management
services, after only two (2) months, so that he can move back into the home. Should
anyone have further questions, please feel free to contact me
personally
Sincerely,
Matthew G***
President, Residential Leasing & Management Corp
Formerly, Chief
Warrant Officer, *** *** ***

Dear Revdex.com,
We have reviewed Mrs. [redacted] response. 
I want to clarify that our company has been very responsive to Mrs. [redacted].  She initially inquired about this issue on July 23rd at 12:40 pm via email to our accounting department.  Our accounting department immediately brought the issue to the attention of our maintenance manager.  Our maintenance manager responded to Mrs. [redacted] email on July 23rd at 1:20PM with a detailed answer.   Mrs. [redacted] did email me on July 28th about this issue.  At that time she received an auto reply response informing her I was out of the office and it gave her alternate contact information as I was out of the Country and did not have access to my emails.  I received no other emails or phone calls informing me this issue was not resolved. On Monday August 10th there was a note from my accounting department asking me to look into Mrs. [redacted] issue. Mrs. [redacted] posted her complaint with the Revdex.com on August 10th. It was immediately responded to on  the morning of August 11th, as I was already looking into the issue.
Our company takes great pride in our communications with our clients.  As an example here is a list of emails we sent to Mrs. [redacted] that were simply updates on her property.
Email Created         [redacted] / Eviction Petition Filed                          05/06/2015 11:57 AM      [redacted]
Email Created  [redacted] / Court Date                                                 05/15/2015 09:14 AM [redacted]
Email Created         Maintenance Notification                                                             06/29/2015 01:47 PM [redacted]
Email Created         Bid Notification-[redacted]-Dishwasher Repair Bid 07/01/2015 01:29 PM [redacted]
Email Created        [redacted] / Eviction Petition Filed                                 07/14/2015 02:10 PM [redacted]
Email Created         [redacted] / Court Date                                                 07/24/2015 12:26 PM [redacted]
With the repairs in question we handled them per the contract. All correspondence  regarding the repairs were via email. I have attached the email chain for documentation. As you can see from the attached emails Mrs. [redacted] did not instruct us not to complete the needed repairs. In fact per the emails Mrs. [redacted] was aware that some of the repairs were completed and we were awaiting the invoice for the price. As per the contract, repairs under $300 are completed without approval. If it is a valid repair (not caused by the tenant) they are completed during the contractors initial visit. After completion it may take a few days to a week to receive the invoice from the vendor indicating the exact price. 
Client satisfaction is very important to RLM, we do everything we can to manage the rental properties of our clients as if we owned them. Although we have no control if items fail in the home, we do our best to get them repaired for the best price possible.  In an effort to resolve this issue and show good faith to Mrs. [redacted] we will settle this issue by offering credit to her account totaling $200.
Please advise if this offer is accepted.
Respectfully, 
Brad [redacted]
Director of Operations 
Residential Leasing & Management, Corp.
b[redacted]@residentialleasing.net
832-585-8001 Ext 310
832-585-8007 FAX

Dear Revdex.com & [redacted]
Our company (RLM) does not make the decision on the deductions from the Security Deposit. By law the security deposit deductions are the decision of the owner/landlord.  The owner/landlord disagreed with the [redacted] dispute and they feel that the charges are...

more than fair. I have attached an email where [redacted] stated they have the owner/Landlord's name and mailing address.  TheTexas rental code states a mailing address is needs to be supplied, but phone numbers and emails do not. The owner/landlord did not authorize us to give out any other personal info (phone numbers or email addresses.)Respectfully, [redacted]Vice-President of RLM Corp.

Residential Leasing Management, Inc
Dear Revdex.com and Mrs[redacted],
Mrs[redacted] signed up with our company on April 8th
The current tenant that Mrs[redacted] rented the home to was delinquent
on rent and Mrs[redacted] needed our assistance to collect rent or evict her
tenant
During our
conversations with her tenant she informed us that there were maintenance
issues that needed to be addressedWe informed the tenant that as her rent was
not current the landlord (Mrs[redacted]) had no obligation to perform
maintenance itemsWe informed the tenant that once the rent was current she
could submit a maintenance request for the needed ItemsWe were successful in
collecting $of past due rent
from the tenantAfter the tenant paid she submitted a few maintenance request
The maintenance request covered main areas (A/C, Plumbing, and a garage door
that was off track.)
When Mrs[redacted] hired our company both parties (Mrs
[redacted] & Residential Leasing & Management) signed a management
agreementThis agreement outlined how maintenance would be handledPer the
signed agreement our company was to dispatched and address needed maintenanceRLM
is to notify the owner should the repair be over $per each individual item,
and not an emergency
Mrs[redacted] had two invoices for the repairs
1.) RLM
dispatched a licensed HVAC tech to inspect and repair the A/C system. After they tested the system they added Freon
to the unit. The total cost of the
repair was $This included the service fee, Freon and labor. We notified Mrs[redacted] that the A/C was
not working and informed her that we were sending someone out to address the
issueAs the rental home is in Houston TX in the middle of summer A/C are
treated as emergencies.2.) A
second contractor was dispatched to repair the remaining itemsThere was a
leak under the sink and the garage door was off track and not operationalOur
contractor replaced the sink drain assembly and re-installed the garage door
and repaired/ adjusted the rollers. The
total cost for the two Items was $inclusive of travel/contractor's service
charge, and materials.Our company performed per the signed contract that was
agreed upon by Mrs[redacted] and Residential Leasing & Management (Copy
enclosed.)
I do understand and I am sympathetic to Mrs[redacted]We
manage for many clients that rely on the rental income to make ends meetWe do
our best to keep maintenance costs as low as possible, but we have no control
when items fail in a homeFor items under $we provide the contractors the
approval to complete the repairs without sending in bidsThis is done to help
keep the cost down. If we required every
small job to have a bid submitted this would result in excessive charges, and
unnecessary delays, as a contractor would need to make two trips to a property
(one to bid the job, and another to repair once approved.)
RLM feels that
we followed both the letter and spirit of our management agreementEven though
we consider the A/C to be an emergency under our contract, we will credit
Mrs[redacted] the $bringing the charge for the A/C to the allowed $
per the contract
Respectfully,
Brad [redacted]
Vice President
Residential Leasing & Management Corp
b[redacted]@residentialleasing.net

The email we received clearly stated that they had the mailing address. I understand that typos can happen, but if they are not retracted there is no way for us to know a typo occurred. RLM was under the impression that they had the mailing address but were seeking other contact information (phone numbers and email addresses,) which we were not authorized to provide.   I did just send an email directly to [redacted] with the owners mailing address. This information is also public records and can be located through the counties tax records via their website. [redacted]Vice President -RLM Corp.

It appears there was a typo in the attached email to residential. It should read please forward, as I "DON'T" have a physical address of the landlord. While I understand that could have been confusing, I did clarify later and by phone that we did not have one. We have never been provided with one, nor is there an address for them listed on our contract. I am attaching the email following that where I requested her address, and clearly stated we had never been given one. This was the last email sent, and Residential did not respond. Furthermore, I called in and requested an address and was denied.