Tell us why here...To Whom it may concern, After carefully reading over the rebuttal, we have determined the following: Mr [redacted] stated that he had authorization to upgrade the system and gave an itemization of what he planned on doing, and we approved the workBelow you will find sections in Mr [redacted] Lease which apply to his specific situation.Page 9, Paragraph 17, Section D: (Prohibitions): “If Tenant installs any fixtures on the property, authorized or unauthorized such additional smoke alarms, locks, alarm systems such fixtures will become the property of the landlordExcept as otherwise permitted by law, this lease, or in writing by Landlord, tenant may not (5) Install additional phone or video cables, outlets, antennas, satellite receivers, or alarm systems;” This means that all fixtures such as the Camera Doorbell should have remained at the property when Mr [redacted] vacatedIt also states that he was not authorized to install any additional alarm systems at the property Page 9, Paragraph 17, Section E: (Failure to Maintain): “If Tenant fails to comply with this paragraph or any Pool/Spa Maintenance Addendum, Landlord may, in addition to exercising Landlord’s remedies under Paragraph 27, perform whatever action Tenant is obligated to perform and Tenant must immediately reimburse Landlord the reasonable expenses that Landlord incurs plus any administrative fees assessed by Landlords agent or any other entity as provided by law.”Page 11, Paragraph 19, Sub Section B: “All notices or requests by Tenant forre keying, changing, installing, repairing, or replacing security devises must be in writingInstallation of additional security devise or additional re keying or replacement of security devise desired by Tenant may be paid by Tenant in advance in accordance with 92.162(c)Property Code and may be installed only by contractors authorized by Landlord.” If we were to authorize any installation or change as Mr [redacted] mentioned, we would have required it in writing, and submitted approval to his in writingThis did not occur.Mr [redacted] mentioned that he upgraded the system including an WIFI Garage Door OpenerThis also was not authorized, and now makes since that we have not been able to operate the garage door wall button since he vacatedAfter several attempts at reprogramming, and replacing the button times, the Home Owners only option was to replace the Garage Door OpenerCosting them several hundred dollars out of their own pocket to repair the damages that Mr [redacted] caused to their property due to neglect.We feel that the charge of $is more than far to you, especially now we know the damage to the Garage Door Opener was also caused by Mr [redacted] neglect in installing unauthorized equipmentRespectfully, StarPointe Realty Property Management
Please see attached letter for details of $charge Thank you.To whom it may concern, February 20, I have reviewed your file in full, and have determined the following.On November 1, 2016, the move out inspection was conducted, at that time the doorbell wasn’t functioningOur inspector notated the Vivint camera doorbell at a previous quarterly inspection prior to the tenants vacating the property, which was installed without authorization.On November 3, 2016, a new doorbell was installed, and was charged to the tenants deposit, in the amount of $75.00On December 22, 2016, when turning the property back over to the owner, we determined the new doorbell that was installed wasn’t functioning properlyAt that time we noticed there was aftermarket wire coming from the ceiling in the entry closet (where the doorbell is located), down the wall, then through the wall to the other side, into the dining roomThat wire was connected to a Vivint Plug which is why the doorbell wasn’t working correctlyThe vendor had to troubleshoot the wiring from installation of Vivint, which was incorrectly bypassedVendor then had to remove the wiring and plug from the Vivint doorbell, and properly rewire to make it function correctlyVendor also then had to repair hole through the wall that was caused from the wire, and paintThis cost was charged to the tenants account, in the amount of $75.00.In summary, the first fee of $was to install a new doorbellThe second fee of $was to remove the unauthorized wiring that was installed when the tenant’s had Vivint install the doorbell, as well as to repair the wall and paint from where the wire was installed.In conclusion, we feel that no error was made, since Mr [redacted] was not double charged as he indicatedSimply just coincidental that the vendor only charged a service fee each timeRespectfully, [redacted] Broker/Owner
Thank you for taking to speak with me today regarding this complaintAs discussed, after I responded to the complaint on line I realized that the person lodging this complaint is not the tenant on record with our company and after further research this person is apparently living in the home in violation of the leaseThe actual tenant on the lease is [redacted] *** and the person filing the complaint is [redacted]
The tenants signed a lease that was a month to month lease Their lease states that when they give their notice to vacate, they will be responsible for the next months full rent, which they paid Their notice to vacate was given on the 26th of March which has them paying the full month of April Even though they may have vacated prior to April 30th, we do not start processing the itemization of security deposit until days after the last day of the month that the tenant last paid rent That gives StarPointe Realty until May 30th to return any security deposits due The tenant was told that as long as they brought the property back to us in the same condition as they got it, wear and tear excepted, that the full deposit would be refunded Based on the moinspection: there was not pet damage to the back door noted, there was not damage to the sheetrock under the breakfast bar and the shower head in the master bathroom was not broken We have this in writing in their moinspection and StarPointe Realty videos every home prior to moand these items were not damaged upon review of video Regardless of whether the tenant had a pet, there was damage to the back door frame We cut the tenant their check minus the amount for repairs on May 16th, which is nearly two weeks before we absolutely have to have it done We reviewed everything with a fine toothed comb and found only these three items We value our tenants and our owners which is why we do physical inspections and video inspections to ensure that everything is correct upon move out The amount that has been charged has already paid the vendors to do the work on the property The returned deposit reflects the correct repairs and repair amounts We thank them for returning the rest of the house in mocondition or better but we cannot refund this amount that they are asking Thank you
Complaint: [redacted] I am rejecting this response because: The switch for the garage that they are referring to had a work order for it However, I cannot produce that work order because my account is closed and I have no way of recovering all of the old information The garage itself works completely fine and all the added garage control module did was allow for the garage to be opened via WIFI and it did not damage, disable or impair the original working of the garage The switch was a cheap plastic switch to open and close the garage that was positioned on the wall and one day when I was opening the garage, it broke off I put in a work order and it was ignored, just like the various work orders that I put in that I had to use my own money to fix just to show good faith as one of the best tenants they have EVER had (quoting the inspector for our quarterly inspections) To be treated this way after years of being a quintessential tenant that always paid rent on time, took care of the lawn like my own (and it showed) and kept the inside cleaner than it was when we moved in is outrageous and I will be sure to inform the housing office on base as well as EVERY housing review agency of the way that this business treats its best tenants I should not be charged a dime since this account has been closed If there were any remaining issues, they should have taken it out of the deposit and given me an invoice, however, they didn't so I shouldn't be charged Regards, [redacted] ***
This is the worst realty business that I have encountered, I do not have a functioning Microwave for the past month, I had to go buy the one am currently using, it took them weeks to change an oven/stove that is not workingI had a plumbing issue that arise from the overall sewage setup in which I was asked to pay for the repair, mind me there was no blockage in all the sinks, this issue is as a result of the drainage systemThey told me that they work for the client not the actual customersTheir practices are horribleTheir customer service is the worst, they act like they actually own you or that you are living their for free
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]
In response to [redacted] and [redacted] ***’s complaint, we will begin by stating that they have been clients with us since October of We have had an executed agreement to properly take care of their home Our agreement specifically states in Paragraph 4, (21)Broker has authority to “hire contractors to repair, maintain, redecorate or alter the property provided that broker does not expend more than $for any single repair, maintenance item, redecoration, or alteration without home***’s consent.” From the start date of October 31st, to the date of termination, June 23rd, 2014, there was a grand total of work orders on file All but one of those less than $ For the one repair that was more than $500, we provided estimates so that they could choose the company that was best for them The others, we had the agreement that we can hire contractors to repair, maintain, redecorate or alter When the tenant puts in a work order, our software system allows the [redacted] to be notified instantly as well as StarPointe Realty so that the [redacted] stays in the loop and we can start working on the repairIf the repair was due to tenant negligence the tenant pays If it is wear and tear, the [redacted] pays We have documented that with every single repair, we received an email or call from the ***’s rebuking the repair and asking if they can do it themselves to save money We continually explained that the [redacted] cannot do the repair, we contractually have to hire a handyman or licensed repair man to do the repair [redacted] ***’s are neither In one instance, they traveled back to Killeen from San Antonio to repair a broken backflow valve that later broke again and we had to call a licensed plumber to repair what should have been repaired professionally the first time Since 2012, we have asked [redacted] ***’s to please contact us through the online [redacted] portal, that we can message them back nearly instantly when we see their message pop up on our screen They refused to use the portal and would call the office Many times, our property management coordinators or the ***s were able to speak with them If they had to wait any amount of time for StarPointe to call back it was always too long and unacceptable to them We have a print out of every single email that has gone back and forth between [redacted] ***’s and StarPointe Realty There are pages upon pages of emails We received many calls from both [redacted] and [redacted] about the same issue We would explain to one of them and then the other would call very upset because no one had called them back If we have spoken with one person in the married party, that is considered notice We can’t be responsible for lack of communication at home On many occasions that are documented, [redacted] and [redacted] used abusive language towards our property management coordinators The last abusive conversation, one of our employees spoke to both of them at different times and was screamed at and cursed atIt was that day that we sent notice of termination of the agreement I would like to restate that StarPointe Realty terminated the relationship, not [redacted] ***’s Per our signed and executed agreement in Paragraph C, the broker has the right to terminate the agreement if it is determined we can no longer effectively provide leasing and management services We terminated our agreement due to unreasonable demands from [redacted] ***’s, questioning our decisions that we contractually had the right to make, demanding bids for repairs that were under $500, communication issues such as the [redacted] refusing to use the portal or allowing us to contact them back within a reasonable amount of time The main issue is that the [redacted] refused to honor our agreement Everything we did was what was within our parameters to do per our agreement and to comply with Texas Property Code We hold our head high in the community knowing that we have raised the bar and go above and beyond to ensure our home***’s and clients have the best service We video each property before and after tenant move-in, we conduct quarterly inspections per year on the ***’s behalf as long as the tenant is in the property and we provide the ***’s with the written inspection so that they know, we have seen firsthand, with our own eyes, how the tenant is taking care of their home and can take action if needed We have a convenient [redacted] portal that allows them to be in contact with us in an instant message format for ease of communication We have the portal notify the [redacted] when the tenant puts in a work order We do not make a single penny on any repair We contact local certified handymen or licensed repairmen to do all repairsWe provide estimates for repairs over $so that the [redacted] can choose what works best for them We have highly trained personnel to care for our many happy clients and currently, 100% of them are happy with our services and thankful for going above and beyond the call of duty We procured a model tenant for [redacted] ***’s We have complied with our promises in the agreement We determined that we cannot provide the service that they are wanting I have included a snapshot of all of the conversations that have taken place on the portal There are only since We would be happy to provide copies of the emails we have as well I am also including a threatening text that came to my personal cell phone
The tenants signed a lease clearly detailing the very issues in their complaintAs a matter of fact, StarPointe Realty requires each tenant to come into our office and review the lease prior to signing so that they have a clear understanding of the terms of the lease in order to minimize potential for misunderstandings after the factIn addition, upon signing the lease the tenant agrees that they have read and understand what they are signingThese tenants chose to ignore a bill for services clearly spelled out in the lease and according to the terms of the lease began to accrue late chargesIf they would have paid the bill within the allowed time frame late charges would not have appliedUnfortunately for them these charges will stand as agreed upon by all parties to the lease
I will not continue to debate with this tenant as utility charges and administration fees are all legitimate under the leaseAs stated previously there will be no further contact on this matter as the former tenant has threatened legal actionPlease refer to my last answer to her complaint
The complaint is based on the tenant's dissatisfaction with the charges for cleaning, repairs and pet odors which are clearly spelled out in the signed leaseAs she is threatening legal action please see our final response to the tenant which is copied and pasted below which will explain reason for the chargesOur company videos each property prior to tenant taking occupancy and immediately upon move out as to fully document before and after condition of the propertyAdditionally, the tenant was provided photographs clearly showing the damages and filthShould you require further details please contact me at your earliest convenience.** [redacted] ,In response to your email to [redacted] (which I copied and pasted thecontent below), please be informed that the charges stated in the Itemizationof Security Deposit will standYour attempts to bully us with your Facebookposts and Revdex.com complaints do not change the fact that you left a home in need offull re-clean and certain repairs as shown in the sample photos previouslyprovidedIn addition to the lack of cleanliness and damages to the propertythere was need for pet enzyme treatment deodorization as listed on the securitydeposit itemizationAll of these ite [redacted] are clearly addressed in Paragraph 10-Dand in special provisions of your leaseIn order to complete the neededcleaning and repairs we must have utilities turned on which is a legitimatecharge per your leaseThere will be no further contact by our office on thismatter and should you desire to hire an attorney as is your prerogative asstated in paragraph 27-A (pertaining to default) and paragraph (pertainingto legal fees) of your lease please have him or her contact us at your earliestas we will be happy to present all evidence to the courtAs you are quick tomake certain statements in your social media posts I would be very careful thatyou are factually correct as there could be legal liability for falsestatements.This response will also be attached to our Revdex.com response as well
Complaint: [redacted] I am rejecting this response because: I am simply asking for proof inthe form of receipts which any legitimate business should be able to provideI am assuming they aren't being provided because the business doesn't have themAnd are in fact, lying about the utility charges Regards, [redacted] - [redacted]
Complaint: ***
I am rejecting this response because: Hello, I apologize for not responding to the complaint rebuttal due to the fact that all emails were marked as junk email The businesses response to my demands in regards to this doorbell and their accusation of the doorbell being unauthorized is false In that house they conduct quarterly inspections to ensure compliance with the rules and for general upkeep of the house At no point did they say that it was unauthorized to have a camera doorbell I was authorized through their inspector to upgrade the system initially and I told them everything that I wanted to install, and they approved it I actually upgraded their whole system ($value), which still remains upgraded with a WIFI garage door opener It is outrageous that they would charge me for what they are claiming when they have already returned the deposit and I passed all inspections to move out Please let me know if there is further action on my part with regard to this matter
Regards,
*** ***
In response to Mrand Mrs***’s complaint, we will begin
by stating that they have been clients with us since October of 2012. We have had an executed agreement to properly
take care of their home. Our agreement
specifically states in Paragraph 4, (21)
Broker has authority to “hire
contractors to repair, maintain, redecorate or alter the property provided that
broker does not expend more than $for any single repair, maintenance
item, redecoration, or alteration without homeowner’s consent.”
From the start date of October 31st, to the
date of termination, June 23rd, 2014, there was a grand total of
work orders on file. All but one of
those less than $500. For the one repair
that was more than $500, we provided estimates so that they could choose the
company that was best for them. The
others, we had the agreement that we can hire contractors to repair, maintain,
redecorate or alter. When the tenant
puts in a work order, our software system allows the owner to be notified
instantly as well as StarPointe Realty so that the owner stays in the loop and
we can start working on the repairIf the repair was due to tenant negligence
the tenant pays. If it is wear
and tear, the owner pays
We have documented that with every single repair, we
received an email or call from the owner’s rebuking the repair and asking if
they can do it themselves to save money.
We continually explained that the owner cannot do the repair, we contractually
have to hire a handyman or licensed repair man to do the repairThe ***’s
are neither In one instance, they
traveled back to Killeen from San Antonio to repair a broken backflow valve that
later broke again and we had to call a licensed plumber to repair what should
have been repaired professionally the first time.
Since 2012, we have asked the ***’s to please contact us
through the online owner portal, that we can message them back nearly instantly
when we see their message pop up on our screen.
They refused to use the portal and would call the office. Many times, our property management
coordinators or the owners were able to speak with them. If they had to wait any amount of time for
StarPointe to call back it was always too long and unacceptable to them. We have a print out of every single email that
has gone back and forth between the ***’s and StarPointe Realty. There are pages upon pages of emails.
We received many calls from both Mrand Mrs*** about the
same issue. We would explain to one of
them and then the other would call very upset because no one had called them
back. If we have spoken with one person
in the married party, that is considered notice. We can’t be responsible for lack of
communication at home
On many occasions that are documented, Mrand Mrs***
used abusive language towards our property management coordinators. The last abusive conversation, one of our
employees spoke to both of them at different times and was screamed at and
cursed atIt was that day that we sent notice of termination of the agreement
I would like to restate that StarPointe
Realty terminated the relationship, not the ***’s
Per our signed and executed agreement in Paragraph C, the
broker has the right to terminate the agreement if it is determined we can no
longer effectively provide leasing and management services.
We terminated our agreement due to unreasonable demands from
the ***’s, questioning our decisions that we contractually had the right to
make, demanding bids for repairs that were under $500, communication issues
such as the owner refusing to use the portal or allowing us to contact them
back within a reasonable amount of time.
The main issue is that the owner refused to honor our agreement. Everything we did was what was within our
parameters to do per our agreement and to comply with Texas Property Code.
We hold our head high in the community knowing that we have
raised the bar and go above and beyond to ensure our homeowner’s and clients
have the best service. We video each
property before and after tenant move-in, we conduct quarterly inspections per
year on the owner’s behalf as long as the tenant is in the property and we
provide the owner’s with the written inspection so that they know, we have seen
firsthand, with our own eyes, how the tenant is taking care of their home and
can take action if needed. We have a
convenient owner portal that allows them to be in contact with us in an instant
message format for ease of communication.
We have the portal notify the owner when the tenant puts in a work
order. We do not make a single penny on
any repair. We contact local certified handymen
or licensed repairmen to do all repairsWe provide estimates for repairs over
$so that the owner can choose what works best for them. We have highly trained personnel to care for
our many happy clients and currently, 100% of them are happy with our services
and thankful for going above and beyond the call of duty
We procured a model tenant for the ***’s. We have complied with our promises in the agreement. We determined that we cannot provide the
service that they are wanting.
I have included a snapshot of all of the conversations that
have taken place on the portal. There
are only since 2012. We would be happy
to provide copies of the emails we have as well. I am also including a threatening text that
came to my personal cell phone
Complaint: ***
I am rejecting this response because: I have never owned any animals and the allegations of pet damage are falseFor pet damage to occur an individual must be in possession of animalsAs stated before via text messages from the co-owner it states "you will get your full deposit backIt normally takes days or less for our banking cycle when we cut checksI'll have your cut soonerI am sure they didn't know you were the exception to the ruleI'll handle itAnd thank you for leaving the home in spotless condition." In response, to this statement the co-owner would have walked through the home and inspected it to know the condition in which it was leftAs such the reassurance of our security deposit was promised as a result of the superior condition of the home in which it was returnedI can't begin to understand the reason in which our full deposit isn't returned nor do I understand the occurrence of pet damage when no animals were in the homePlease elaborate on the mechanism of pet damage without the presence of pets
Regards,
*** ***
Horrible business! Lived there for years until they changed staff and policies began to change We found a new home, hired a cleaning crew, and painted over the nail holes with a matching chip However, months after moving, we get a demand letter for charges of a repaint, and then we get a small claims suit to follow that one They will nickel and dime you for every cent you have paid them in a deposit plus some Just avoid this shady, dishonest company at all cost!
*** *** did rent from us from July 15th through January 31st, 2014.
"">Her insurance company put down the $for deposit and $non-refundable pet deposit
We did not receive the Inventory and Condition Form that has to be turned in within days or it is invalid according to her lease, paragraph BThe property was deemed to be free of damages. After she moved out, she gave us a copy that she had that showed the fax number she faxed it to and it is not our fax number. She faxed it to ###-###-####. Our fax number is: ###-###-#### and has always been since we opened StarPointe Realty
Since we had no condition form to use, we used a new form and also went back to reference the video we took of the entire property prior to move in to ensure correctness of the form
The breakdown of charges is as follows:
Carpet clean
Carpet repair (pet had clawed or chewed a large hole in the carpet and it had to be replaced
Temporary Utilities
Full house clean
Paint
Repairs
The total came to $
Which is $over her deposit. The insurance company said they would not cover the overage.
Bottom line, we have a video prior to moshowing condition of home, we did not have an inventory and condition form, there was damage, the home was not clean, the carpet had to be replaced as well as a door that a pet chewed or clawed apart, a light fixture was completely broken and hanging from the ceiling in a secondary bedroom, multiple nail holes needed putty and paint. It was NOT in the same condition as when she left it, wear and tear excepted
Our bill is accurateWe have the documentation to show for it and the before and after video that cannot be argued with
Our owners of *** *** are still owed $that they had to pay to finish the repairs over her deposit. We would like that paid immediately. Thank you
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 The second owner of the company contacted
me today and has resolved the issue.
Regards,
*** ***
Thank you for contacting us again regarding this issueOur response to the initial complaint will not changeThe damages to the home were severe and our original position stands so we see no reason to continue any dialogue with this person on this issueIf there are any additional issues please let us know, otherwise we will consider this matter closed
Tell us why here...To Whom it may concern, After carefully reading over the rebuttal, we have determined the following: Mr [redacted] stated that he had authorization to upgrade the system and gave an itemization of what he planned on doing, and we approved the workBelow you will find sections in Mr [redacted] Lease which apply to his specific situation.Page 9, Paragraph 17, Section D: (Prohibitions): “If Tenant installs any fixtures on the property, authorized or unauthorized such additional smoke alarms, locks, alarm systems such fixtures will become the property of the landlordExcept as otherwise permitted by law, this lease, or in writing by Landlord, tenant may not (5) Install additional phone or video cables, outlets, antennas, satellite receivers, or alarm systems;” This means that all fixtures such as the Camera Doorbell should have remained at the property when Mr [redacted] vacatedIt also states that he was not authorized to install any additional alarm systems at the property Page 9, Paragraph 17, Section E: (Failure to Maintain): “If Tenant fails to comply with this paragraph or any Pool/Spa Maintenance Addendum, Landlord may, in addition to exercising Landlord’s remedies under Paragraph 27, perform whatever action Tenant is obligated to perform and Tenant must immediately reimburse Landlord the reasonable expenses that Landlord incurs plus any administrative fees assessed by Landlords agent or any other entity as provided by law.”Page 11, Paragraph 19, Sub Section B: “All notices or requests by Tenant forre keying, changing, installing, repairing, or replacing security devises must be in writingInstallation of additional security devise or additional re keying or replacement of security devise desired by Tenant may be paid by Tenant in advance in accordance with 92.162(c)Property Code and may be installed only by contractors authorized by Landlord.” If we were to authorize any installation or change as Mr [redacted] mentioned, we would have required it in writing, and submitted approval to his in writingThis did not occur.Mr [redacted] mentioned that he upgraded the system including an WIFI Garage Door OpenerThis also was not authorized, and now makes since that we have not been able to operate the garage door wall button since he vacatedAfter several attempts at reprogramming, and replacing the button times, the Home Owners only option was to replace the Garage Door OpenerCosting them several hundred dollars out of their own pocket to repair the damages that Mr [redacted] caused to their property due to neglect.We feel that the charge of $is more than far to you, especially now we know the damage to the Garage Door Opener was also caused by Mr [redacted] neglect in installing unauthorized equipmentRespectfully, StarPointe Realty Property Management
Please see attached letter for details of $charge Thank you.To whom it may concern, February 20, I have reviewed your file in full, and have determined the following.On November 1, 2016, the move out inspection was conducted, at that time the doorbell wasn’t functioningOur inspector notated the Vivint camera doorbell at a previous quarterly inspection prior to the tenants vacating the property, which was installed without authorization.On November 3, 2016, a new doorbell was installed, and was charged to the tenants deposit, in the amount of $75.00On December 22, 2016, when turning the property back over to the owner, we determined the new doorbell that was installed wasn’t functioning properlyAt that time we noticed there was aftermarket wire coming from the ceiling in the entry closet (where the doorbell is located), down the wall, then through the wall to the other side, into the dining roomThat wire was connected to a Vivint Plug which is why the doorbell wasn’t working correctlyThe vendor had to troubleshoot the wiring from installation of Vivint, which was incorrectly bypassedVendor then had to remove the wiring and plug from the Vivint doorbell, and properly rewire to make it function correctlyVendor also then had to repair hole through the wall that was caused from the wire, and paintThis cost was charged to the tenants account, in the amount of $75.00.In summary, the first fee of $was to install a new doorbellThe second fee of $was to remove the unauthorized wiring that was installed when the tenant’s had Vivint install the doorbell, as well as to repair the wall and paint from where the wire was installed.In conclusion, we feel that no error was made, since Mr [redacted] was not double charged as he indicatedSimply just coincidental that the vendor only charged a service fee each timeRespectfully, [redacted] Broker/Owner
Thank you for taking to speak with me today regarding this complaintAs discussed, after I responded to the complaint on line I realized that the person lodging this complaint is not the tenant on record with our company and after further research this person is apparently living in the home in violation of the leaseThe actual tenant on the lease is [redacted] *** and the person filing the complaint is [redacted]
The tenants signed a lease that was a month to month lease Their lease states that when they give their notice to vacate, they will be responsible for the next months full rent, which they paid Their notice to vacate was given on the 26th of March which has them paying the full month of April Even though they may have vacated prior to April 30th, we do not start processing the itemization of security deposit until days after the last day of the month that the tenant last paid rent That gives StarPointe Realty until May 30th to return any security deposits due The tenant was told that as long as they brought the property back to us in the same condition as they got it, wear and tear excepted, that the full deposit would be refunded Based on the moinspection: there was not pet damage to the back door noted, there was not damage to the sheetrock under the breakfast bar and the shower head in the master bathroom was not broken We have this in writing in their moinspection and StarPointe Realty videos every home prior to moand these items were not damaged upon review of video Regardless of whether the tenant had a pet, there was damage to the back door frame We cut the tenant their check minus the amount for repairs on May 16th, which is nearly two weeks before we absolutely have to have it done We reviewed everything with a fine toothed comb and found only these three items We value our tenants and our owners which is why we do physical inspections and video inspections to ensure that everything is correct upon move out The amount that has been charged has already paid the vendors to do the work on the property The returned deposit reflects the correct repairs and repair amounts We thank them for returning the rest of the house in mocondition or better but we cannot refund this amount that they are asking Thank you
Our response is no different than the previous responseThank you
Complaint: [redacted] I am rejecting this response because: The switch for the garage that they are referring to had a work order for it However, I cannot produce that work order because my account is closed and I have no way of recovering all of the old information The garage itself works completely fine and all the added garage control module did was allow for the garage to be opened via WIFI and it did not damage, disable or impair the original working of the garage The switch was a cheap plastic switch to open and close the garage that was positioned on the wall and one day when I was opening the garage, it broke off I put in a work order and it was ignored, just like the various work orders that I put in that I had to use my own money to fix just to show good faith as one of the best tenants they have EVER had (quoting the inspector for our quarterly inspections) To be treated this way after years of being a quintessential tenant that always paid rent on time, took care of the lawn like my own (and it showed) and kept the inside cleaner than it was when we moved in is outrageous and I will be sure to inform the housing office on base as well as EVERY housing review agency of the way that this business treats its best tenants I should not be charged a dime since this account has been closed If there were any remaining issues, they should have taken it out of the deposit and given me an invoice, however, they didn't so I shouldn't be charged Regards, [redacted] ***
This is the worst realty business that I have encountered, I do not have a functioning Microwave for the past month, I had to go buy the one am currently using, it took them weeks to change an oven/stove that is not workingI had a plumbing issue that arise from the overall sewage setup in which I was asked to pay for the repair, mind me there was no blockage in all the sinks, this issue is as a result of the drainage systemThey told me that they work for the client not the actual customersTheir practices are horribleTheir customer service is the worst, they act like they actually own you or that you are living their for free
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]
In response to [redacted] and [redacted] ***’s complaint, we will begin by stating that they have been clients with us since October of We have had an executed agreement to properly take care of their home Our agreement specifically states in Paragraph 4, (21)Broker has authority to “hire contractors to repair, maintain, redecorate or alter the property provided that broker does not expend more than $for any single repair, maintenance item, redecoration, or alteration without home***’s consent.” From the start date of October 31st, to the date of termination, June 23rd, 2014, there was a grand total of work orders on file All but one of those less than $ For the one repair that was more than $500, we provided estimates so that they could choose the company that was best for them The others, we had the agreement that we can hire contractors to repair, maintain, redecorate or alter When the tenant puts in a work order, our software system allows the [redacted] to be notified instantly as well as StarPointe Realty so that the [redacted] stays in the loop and we can start working on the repairIf the repair was due to tenant negligence the tenant pays If it is wear and tear, the [redacted] pays We have documented that with every single repair, we received an email or call from the ***’s rebuking the repair and asking if they can do it themselves to save money We continually explained that the [redacted] cannot do the repair, we contractually have to hire a handyman or licensed repair man to do the repair [redacted] ***’s are neither In one instance, they traveled back to Killeen from San Antonio to repair a broken backflow valve that later broke again and we had to call a licensed plumber to repair what should have been repaired professionally the first time Since 2012, we have asked [redacted] ***’s to please contact us through the online [redacted] portal, that we can message them back nearly instantly when we see their message pop up on our screen They refused to use the portal and would call the office Many times, our property management coordinators or the ***s were able to speak with them If they had to wait any amount of time for StarPointe to call back it was always too long and unacceptable to them We have a print out of every single email that has gone back and forth between [redacted] ***’s and StarPointe Realty There are pages upon pages of emails We received many calls from both [redacted] and [redacted] about the same issue We would explain to one of them and then the other would call very upset because no one had called them back If we have spoken with one person in the married party, that is considered notice We can’t be responsible for lack of communication at home On many occasions that are documented, [redacted] and [redacted] used abusive language towards our property management coordinators The last abusive conversation, one of our employees spoke to both of them at different times and was screamed at and cursed atIt was that day that we sent notice of termination of the agreement I would like to restate that StarPointe Realty terminated the relationship, not [redacted] ***’s Per our signed and executed agreement in Paragraph C, the broker has the right to terminate the agreement if it is determined we can no longer effectively provide leasing and management services We terminated our agreement due to unreasonable demands from [redacted] ***’s, questioning our decisions that we contractually had the right to make, demanding bids for repairs that were under $500, communication issues such as the [redacted] refusing to use the portal or allowing us to contact them back within a reasonable amount of time The main issue is that the [redacted] refused to honor our agreement Everything we did was what was within our parameters to do per our agreement and to comply with Texas Property Code We hold our head high in the community knowing that we have raised the bar and go above and beyond to ensure our home***’s and clients have the best service We video each property before and after tenant move-in, we conduct quarterly inspections per year on the ***’s behalf as long as the tenant is in the property and we provide the ***’s with the written inspection so that they know, we have seen firsthand, with our own eyes, how the tenant is taking care of their home and can take action if needed We have a convenient [redacted] portal that allows them to be in contact with us in an instant message format for ease of communication We have the portal notify the [redacted] when the tenant puts in a work order We do not make a single penny on any repair We contact local certified handymen or licensed repairmen to do all repairsWe provide estimates for repairs over $so that the [redacted] can choose what works best for them We have highly trained personnel to care for our many happy clients and currently, 100% of them are happy with our services and thankful for going above and beyond the call of duty We procured a model tenant for [redacted] ***’s We have complied with our promises in the agreement We determined that we cannot provide the service that they are wanting I have included a snapshot of all of the conversations that have taken place on the portal There are only since We would be happy to provide copies of the emails we have as well I am also including a threatening text that came to my personal cell phone
The tenants signed a lease clearly detailing the very issues in their complaintAs a matter of fact, StarPointe Realty requires each tenant to come into our office and review the lease prior to signing so that they have a clear understanding of the terms of the lease in order to minimize potential for misunderstandings after the factIn addition, upon signing the lease the tenant agrees that they have read and understand what they are signingThese tenants chose to ignore a bill for services clearly spelled out in the lease and according to the terms of the lease began to accrue late chargesIf they would have paid the bill within the allowed time frame late charges would not have appliedUnfortunately for them these charges will stand as agreed upon by all parties to the lease
I will not continue to debate with this tenant as utility charges and administration fees are all legitimate under the leaseAs stated previously there will be no further contact on this matter as the former tenant has threatened legal actionPlease refer to my last answer to her complaint
The complaint is based on the tenant's dissatisfaction with the charges for cleaning, repairs and pet odors which are clearly spelled out in the signed leaseAs she is threatening legal action please see our final response to the tenant which is copied and pasted below which will explain reason for the chargesOur company videos each property prior to tenant taking occupancy and immediately upon move out as to fully document before and after condition of the propertyAdditionally, the tenant was provided photographs clearly showing the damages and filthShould you require further details please contact me at your earliest convenience.** [redacted] ,In response to your email to [redacted] (which I copied and pasted thecontent below), please be informed that the charges stated in the Itemizationof Security Deposit will standYour attempts to bully us with your Facebookposts and Revdex.com complaints do not change the fact that you left a home in need offull re-clean and certain repairs as shown in the sample photos previouslyprovidedIn addition to the lack of cleanliness and damages to the propertythere was need for pet enzyme treatment deodorization as listed on the securitydeposit itemizationAll of these ite [redacted] are clearly addressed in Paragraph 10-Dand in special provisions of your leaseIn order to complete the neededcleaning and repairs we must have utilities turned on which is a legitimatecharge per your leaseThere will be no further contact by our office on thismatter and should you desire to hire an attorney as is your prerogative asstated in paragraph 27-A (pertaining to default) and paragraph (pertainingto legal fees) of your lease please have him or her contact us at your earliestas we will be happy to present all evidence to the courtAs you are quick tomake certain statements in your social media posts I would be very careful thatyou are factually correct as there could be legal liability for falsestatements.This response will also be attached to our Revdex.com response as well
Complaint: [redacted] I am rejecting this response because: I am simply asking for proof inthe form of receipts which any legitimate business should be able to provideI am assuming they aren't being provided because the business doesn't have themAnd are in fact, lying about the utility charges Regards, [redacted] - [redacted]
Complaint: ***
I am rejecting this response because: Hello, I apologize for not responding to the complaint rebuttal due to the fact that all emails were marked as junk email The businesses response to my demands in regards to this doorbell and their accusation of the doorbell being unauthorized is false In that house they conduct quarterly inspections to ensure compliance with the rules and for general upkeep of the house At no point did they say that it was unauthorized to have a camera doorbell I was authorized through their inspector to upgrade the system initially and I told them everything that I wanted to install, and they approved it I actually upgraded their whole system ($value), which still remains upgraded with a WIFI garage door opener It is outrageous that they would charge me for what they are claiming when they have already returned the deposit and I passed all inspections to move out Please let me know if there is further action on my part with regard to this matter
Regards,
*** ***
In response to Mrand Mrs***’s complaint, we will begin
by stating that they have been clients with us since October of 2012. We have had an executed agreement to properly
take care of their home. Our agreement
specifically states in Paragraph 4, (21)
Broker has authority to “hire
contractors to repair, maintain, redecorate or alter the property provided that
broker does not expend more than $for any single repair, maintenance
item, redecoration, or alteration without homeowner’s consent.”
From the start date of October 31st, to the
date of termination, June 23rd, 2014, there was a grand total of
work orders on file. All but one of
those less than $500. For the one repair
that was more than $500, we provided estimates so that they could choose the
company that was best for them. The
others, we had the agreement that we can hire contractors to repair, maintain,
redecorate or alter. When the tenant
puts in a work order, our software system allows the owner to be notified
instantly as well as StarPointe Realty so that the owner stays in the loop and
we can start working on the repairIf the repair was due to tenant negligence
the tenant pays. If it is wear
and tear, the owner pays
We have documented that with every single repair, we
received an email or call from the owner’s rebuking the repair and asking if
they can do it themselves to save money.
We continually explained that the owner cannot do the repair, we contractually
have to hire a handyman or licensed repair man to do the repairThe ***’s
are neither In one instance, they
traveled back to Killeen from San Antonio to repair a broken backflow valve that
later broke again and we had to call a licensed plumber to repair what should
have been repaired professionally the first time.
Since 2012, we have asked the ***’s to please contact us
through the online owner portal, that we can message them back nearly instantly
when we see their message pop up on our screen.
They refused to use the portal and would call the office. Many times, our property management
coordinators or the owners were able to speak with them. If they had to wait any amount of time for
StarPointe to call back it was always too long and unacceptable to them. We have a print out of every single email that
has gone back and forth between the ***’s and StarPointe Realty. There are pages upon pages of emails.
We received many calls from both Mrand Mrs*** about the
same issue. We would explain to one of
them and then the other would call very upset because no one had called them
back. If we have spoken with one person
in the married party, that is considered notice. We can’t be responsible for lack of
communication at home
On many occasions that are documented, Mrand Mrs***
used abusive language towards our property management coordinators. The last abusive conversation, one of our
employees spoke to both of them at different times and was screamed at and
cursed atIt was that day that we sent notice of termination of the agreement
I would like to restate that StarPointe
Realty terminated the relationship, not the ***’s
Per our signed and executed agreement in Paragraph C, the
broker has the right to terminate the agreement if it is determined we can no
longer effectively provide leasing and management services.
We terminated our agreement due to unreasonable demands from
the ***’s, questioning our decisions that we contractually had the right to
make, demanding bids for repairs that were under $500, communication issues
such as the owner refusing to use the portal or allowing us to contact them
back within a reasonable amount of time.
The main issue is that the owner refused to honor our agreement. Everything we did was what was within our
parameters to do per our agreement and to comply with Texas Property Code.
We hold our head high in the community knowing that we have
raised the bar and go above and beyond to ensure our homeowner’s and clients
have the best service. We video each
property before and after tenant move-in, we conduct quarterly inspections per
year on the owner’s behalf as long as the tenant is in the property and we
provide the owner’s with the written inspection so that they know, we have seen
firsthand, with our own eyes, how the tenant is taking care of their home and
can take action if needed. We have a
convenient owner portal that allows them to be in contact with us in an instant
message format for ease of communication.
We have the portal notify the owner when the tenant puts in a work
order. We do not make a single penny on
any repair. We contact local certified handymen
or licensed repairmen to do all repairsWe provide estimates for repairs over
$so that the owner can choose what works best for them. We have highly trained personnel to care for
our many happy clients and currently, 100% of them are happy with our services
and thankful for going above and beyond the call of duty
We procured a model tenant for the ***’s. We have complied with our promises in the agreement. We determined that we cannot provide the
service that they are wanting.
I have included a snapshot of all of the conversations that
have taken place on the portal. There
are only since 2012. We would be happy
to provide copies of the emails we have as well. I am also including a threatening text that
came to my personal cell phone
Complaint: ***
I am rejecting this response because: I have never owned any animals and the allegations of pet damage are falseFor pet damage to occur an individual must be in possession of animalsAs stated before via text messages from the co-owner it states "you will get your full deposit backIt normally takes days or less for our banking cycle when we cut checksI'll have your cut soonerI am sure they didn't know you were the exception to the ruleI'll handle itAnd thank you for leaving the home in spotless condition." In response, to this statement the co-owner would have walked through the home and inspected it to know the condition in which it was leftAs such the reassurance of our security deposit was promised as a result of the superior condition of the home in which it was returnedI can't begin to understand the reason in which our full deposit isn't returned nor do I understand the occurrence of pet damage when no animals were in the homePlease elaborate on the mechanism of pet damage without the presence of pets
Regards,
*** ***
Horrible business! Lived there for years until they changed staff and policies began to change We found a new home, hired a cleaning crew, and painted over the nail holes with a matching chip However, months after moving, we get a demand letter for charges of a repaint, and then we get a small claims suit to follow that one They will nickel and dime you for every cent you have paid them in a deposit plus some Just avoid this shady, dishonest company at all cost!
*** *** did rent from us from July 15th through January 31st, 2014.
"">Her insurance company put down the $for deposit and $non-refundable pet deposit
We did not receive the Inventory and Condition Form that has to be turned in within days or it is invalid according to her lease, paragraph BThe property was deemed to be free of damages. After she moved out, she gave us a copy that she had that showed the fax number she faxed it to and it is not our fax number. She faxed it to ###-###-####. Our fax number is: ###-###-#### and has always been since we opened StarPointe Realty
Since we had no condition form to use, we used a new form and also went back to reference the video we took of the entire property prior to move in to ensure correctness of the form
The breakdown of charges is as follows:
Carpet clean
Carpet repair (pet had clawed or chewed a large hole in the carpet and it had to be replaced
Temporary Utilities
Full house clean
Paint
Repairs
The total came to $
Which is $over her deposit. The insurance company said they would not cover the overage.
Bottom line, we have a video prior to moshowing condition of home, we did not have an inventory and condition form, there was damage, the home was not clean, the carpet had to be replaced as well as a door that a pet chewed or clawed apart, a light fixture was completely broken and hanging from the ceiling in a secondary bedroom, multiple nail holes needed putty and paint. It was NOT in the same condition as when she left it, wear and tear excepted
Our bill is accurateWe have the documentation to show for it and the before and after video that cannot be argued with
Our owners of *** *** are still owed $that they had to pay to finish the repairs over her deposit. We would like that paid immediately. Thank you
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 The second owner of the company contacted
me today and has resolved the issue.
Regards,
*** ***
Thank you for contacting us again regarding this issueOur response to the initial complaint will not changeThe damages to the home were severe and our original position stands so we see no reason to continue any dialogue with this person on this issueIf there are any additional issues please let us know, otherwise we will consider this matter closed