Starkey Property Management

February 13, 2015 Revdex.com Corporate Office [redacted] Austin, TX [redacted] RE: Revdex.com Complaint ID: [redacted] Dear Sir, Mr. and Mrs. [redacted] arrived at SPM office at approximately 2pm on Jan. 12, 2015 to find MC6 no longer in rental pool. Our long time property...

manager had recently left our employment, moving to a different city and unfortunately Mr. [redacted]'s reservation notification did slip through the cracks during the change over in management. We never made excuses; a mistake was made on our part. We apologized over and over and did everything we could to rectify the situation to their satisfaction. The employees present and who witnessed the facts below were [redacted] and [redacted] As a property management company our owners have the right to pull their priorities from the rental pool with 30 days notice. Because of this fact in our rental agreement we have this statement to show that the possibility, however remote, a different unit may need to be supplemented for their stay. The [redacted]'s signed the rental agreement. "RATES AND ACCOMMODATION SUBSTITUTIONS all prices, services and amenities are subject to change without notice. Due to resale and maintenance issues, Starkey Property Management reserves the right to move the guests to a comparable property. Every effort will is made to ensure the guests are booked in the property of their choice." Once we discovered our error we immediately located 4 units that were available. One was brand new construction and 1 was a much higher end unit. The [redacted]s have stayed with Starkey in 2010, 2011 and 2012 in a variety of units, we were confident one of these houses would be suitable. By looking at our website [redacted].com, you can see these are very nice houses. First [redacted] found 2 comparable properties and met them at each unit to show them to them: 922S-rent for 2 months $2600        and           557-rent for 2 months $3400. They did not like either unit and came back to office where [redacted] took them in her car to see: VW17-rent for 2 months $3590       and.        606AD-rent for 2 months $2500 They did not like either unit and came back to office. After refusing the 4 properties that they looked at and several other that they refused to look at for various reasons, Mrs. [redacted] asked [redacted] if they decided to stay in one of these properties for one month but did not like it would SPM refund the remaining money back to them that they had paid? They were told Yes, SPM would do this for them. That is not our policy but since the error was ours we would absolutely make the exception and refund if they were not happy. Mr. [redacted] refused that idea. They then asked for a full refund, which they were given immediately. After the refund we continued to try and locate them a property with other management companies on the Island. [redacted] found some units at [redacted] and sent the [redacted]s over to see them. Mr. [redacted] said what if we don't like what they offer us? Where will we stay? [redacted] told Mr. [redacted] that the office closes at 5:00 and the doors will be locked but she would not leave the office and would continue to help them find a place even if it was after Spin. She wanted to make sure that they were settled somewhere before going home. The [redacted]s went to [redacted] and shortly after Mr. [redacted] called [redacted] and told her that they found a place and would be staying. He was in good spirits and a joking manner. We were pleased they were happy and continued on with our business. Mr. [redacted] made several phone calls and did come to our office a couple of weeks later, asking for more explanation as to how this happened. We once again took full responsibility and [redacted] sat down and talked with him and apologized again. As a company we reviewed this incident and looked at our procedure of how our staff handled the situation. We feel our staff went above and beyond to satisfy the [redacted]s and fix our error. In addition we have reviewed our policies and procedures with our staff and performed continuing ed in this area to make sure it does not happen again. Sincerely, [redacted] Property Manager CC: [redacted]