Thank you for notification of this complaint. I appreciate Mr. [redacted] admission that he is attempting to phone in service requests, but he has been informed that per his lease all work orders must be in writing and sent in via our software system. The lease specifically states this and he has been instructed by our staff on how to open work orders, but apparently refuses to do so. As it stands at this time there are no open work orders in his file. Should Mr. Barters choose to request further instruction in processing a valid work order, my staff will be happy to provide a tutorial. Again we have no record of any open work orders in the system and as soon as one appears, it will be addressed. Should a tenant not have access to their own computer our staff is trained to offer the use of a computer which is located in our lobby to input work orders if necessary. Again, per the lease, all work orders must be in writing to be valid.
Thank you,
[redacted]
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 work. Below 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 landlord. Except 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] vacated. It 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 17 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 writing. Installation 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 writing. This did not occur.Mr. [redacted] mentioned that he upgraded the system including an WIFI Garage Door Opener. This also was not authorized, and now makes since that we have not been able to operate the garage door wall button since he vacated. After several attempts at reprogramming, and replacing the button 3 times, the Home Owners only option was to replace the Garage Door Opener. Costing 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 $75.00 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 equipment. Respectfully, StarPointe Realty Property Management
Thank you for taking to speak with me today regarding this complaint. As 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 lease. The actual tenant on the lease is [redacted] and the person filing the complaint is [redacted].
I would like to reply to the response made by Star Pointe Realty. I would like to touch each item listed.
1. Wrong date – I rented the house form July 15, 2013 thru February 28, 2014.
2. My insurance company issued a check to Star Pointe Realty for $1000 security deposit. That $1000 was deducted from my claim and did in fact come out of MY pocket. I have documentation of that. Also the nonrefundable pet deposit for my 3 pound dog was $500, not $250. I also have a receipt for that.
3. I made 6 attempts to fax the inventory and condition form to [redacted] at Star Pointe Realty and I printed the transmittals for each failed attempt in case I need to provide documentation of it. I finally called their office and spoke with a man. He told me to fax the documents to [redacted]. I did and the fax went thru the first time. Star Pointe said that was not the correct number and that never was their fax number. That is not true. As a matter of fact I attached the first page of their Residential Lease Inventory and Condition form, and please pay attention to the bottom of the page, that number is on it. So the fax was received.
4. There was a condition form, they lost it or chose not to use it
The breakdown of charges:
Carpet cleaning – I had a carpet cleaning company come in and cleaned the entire house on 2/28/14. I have their receipt as proof. I would like to point out that when I moved in, there were several stains throughout the house which I noted on the condition form.
Carpet repair – there was also a shredded/tore area of carpet that was by the master bedroom door that I also listed on the condition form at the time I moved in. My 3 pound dog would have died if she chewed that carpet up the way it was. I do want to also point out that I was working in Houston during the week and home only on weekends. During the week, my dog was not even there and on the weekends she was in her crate when I was not home.
Temporary utilities – I am not sure what this is. I was told when I moved out to leave the utilities on for 5 days. That I did. I called the water company this morning to verify that. The water was on until the 5th and electric was on until the 6th. Again I have documentation.
Full house clean – The house was cleaned with the exception of sweeping out the garage do to a time issue. It was mentioned that there were dead bugs everywhere. That might have been because the exterminator was there for his scheduled maintenance on the 26th. If I am not mistaken, that was another problem that was on my condition form. There was a bad problem with ants and a lot of spiders in the house. I had to get an exterminator because they never did anything about it.
Paint – paint what? Again there were several places where I mentioned on the condition form where I pointed out chips in the paint, Knicks in the walls, and bad patch jobs.
Repairs – again I am not sure what repairs were needed that exceeded $1000. The only repair that I know needed to be done was to screw a $12.00 glass globe that I broke when I was moving some curtain rods. I went to Lowes and paid $12.00 for the exact same glass that was on it. I did not have a ladder to put it on so I left it in the garage by the touch up paint.
They also mentioned to me on the phone when she finally spoke to me for the first time in August that there were nail holes all other the house that needed to be patched and painted. That is not true either. I was a victim of arson, I had absolutely nothing when I moved in to that house. Everything that was put in to it was furnished by the insurance company. I had a total of 5 things hanging up in that house. Two were in the kitchen and three in the living room. I was there temporary and I saw no need to hang a bunch of stuff up. When I was moving out, I removed the item from the wall, took out the nail and patched the holes immediately. I have numerous pictures that were taken over the time that I lived there and in those pics you can see the lack of things hanging in the house. Those walls were bare.
I truly believe that Star Pointe Realty is charging me to do the repairs that were supposed to be done before I moved in. I wonder if they charged the previous tenants for those damages and never made the repairs and now they are trying to get the money from me. I realize that they say they have a video but videos can very easily be altered. I know what that house looked like when I moved in and when I moved out. That has was barely lived in. The 2nd and 3rd bedroom were NEVER even slept in and the hall bath room was never showered or bathed in.
I spoke to a person in the legal department at my insurance company and it is within my rights to contact the property owner, and I do have the contact information for them, and I will also talk to the media about this. They have been covering the arson trial and again, according to their legal department, if I feel I am being wronged, I do have the right air my opinion. I will do what I need to do to resolve this quickly. This has been drawn out long enough. I was a victim of arson, I will not be a victim to Star Pointe Realty also.
I have proof and documentation backing everything I spoke about.
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 3 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]
In response to [redacted] and [redacted]’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 $500.00 for any single repair, maintenance
item, redecoration, or alteration without home[redacted]’s consent.”
From the start date of October 31st, 2012 to the
date of termination, June 23rd, 2014, there was a grand total of 5
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 [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 repair. If the repair was due to tenant negligence
the tenant pays. If it is normal wear
and tear, the [redacted] pays.
We have documented that with every single repair, we
received an email or call from the [redacted]’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 [redacted]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 at. It 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 3. 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[redacted]’s and clients
have the best service. We video each
property before and after tenant move-in, we conduct 4 quarterly inspections per
year on the [redacted]’s behalf as long as the tenant is in the property and we
provide the [redacted]’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 repairs. We provide estimates for repairs over
$500 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 4 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: [redacted]
I am rejecting this response because: I am rejecting this response because we have never owned any type of pets we have statements from realtors as well as neighbors saying we never owned pets plus I have text messages from the business owner that my deposit would returned in full and that we rented this house under special circumstances. We were in this house for four months and we didn't even use the back yard at all. Also when we moved in it was suppose to be cleaned it was filthy.
Complaint: [redacted]
I am rejecting this response because: I am simply asking for proof in. the form of receipts which any legitimate business should be able to provide. I am assuming they aren't being provided because the business doesn't have them. And are in fact, lying about the utility charges.
Regards,
[redacted]
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 lease. As 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 charges. Our company videos each property prior to tenant taking occupancy and immediately upon move out as to fully document before and after condition of the property. Additionally, the tenant was provided photographs clearly showing the damages and filth. Should 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 stand. Your 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 previouslyprovided. In addition to the lack of cleanliness and damages to the propertythere was need for pet enzyme treatment deodorization as listed on the securitydeposit itemization. All of these ite** are clearly addressed in Paragraph 10-Dand in special provisions of your lease. In order to complete the neededcleaning and repairs we must have utilities turned on which is a legitimatecharge per your lease. There 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 29 (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 court. As 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.
This is the worst realty business that I have encountered, I do not have a functioning Microwave for the past 1 month, I had to go buy the one am currently using, it took them 5 weeks to change an oven/stove that is not working. I 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 3 sinks, this issue is as a result of the drainage system. They told me that they work for the client not the actual customers. Their practices are horrible. Their customer service is the worst, they act like they actually own you or that you are living their for free.
Please stay away from this company at all costs. They conduct business practices poorly and do not care about their tenants needs, only on making an extra buck. Take my advice and look elsewhere.
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 30 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, normal wear and tear excepted, that the full deposit would be refunded.
Based on the move-in inspection: 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 move-in inspection and StarPointe Realty videos every home prior to move-in and 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 move-in condition or better but we cannot refund this amount that they are asking.
Thank you.
The tenants signed a lease clearly detailing the very issues in their complaint. As 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 fact. In addition, upon signing the lease the tenant agrees that they have read and understand what they are signing. These 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 charges. If they would have paid the bill within the allowed time frame late charges would not have applied. Unfortunately for them these charges will stand as agreed upon by all parties to the lease.
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]
Please see attached letter for details of $75.00 charge. Thank you.To whom it may...
concern, ...⇄ February 20, 2017 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 functioning. Our 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 properly. At 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 room. That wire was connected to a Vivint Plug which is why the doorbell wasn’t working correctly. The vendor had to troubleshoot the wiring from installation of Vivint, which was incorrectly bypassed. Vendor then had to remove the wiring and plug from the Vivint doorbell, and properly rewire to make it function correctly. Vendor also then had to repair hole through the wall that was caused from the wire, and paint. This cost was charged to the tenants account, in the amount of $75.00.In summary, the first fee of $75.00 was to install a new doorbell. The second fee of $75.00 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 indicated. Simply just coincidental that the vendor only charged a service fee each timeRespectfully,[redacted] Broker/Owner
The tenants signed a lease clearly detailing the very issues in their complaint. As 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 fact. In addition, upon signing the lease the tenant agrees that they have read and understand what they are signing. These 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 charges. If they would have paid the bill within the allowed time frame late charges would not have applied. Unfortunately for them these charges will stand as agreed upon by all parties to the lease.
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 lease. As 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 charges. Our company videos each property prior to tenant taking occupancy and immediately upon move out as to fully document before and after condition of the property. Additionally, the tenant was provided photographs clearly showing the damages and filth. Should 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 stand. Your 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 previouslyprovided. In addition to the lack of cleanliness and damages to the propertythere was need for pet enzyme treatment deodorization as listed on the securitydeposit itemization. All of these ite** are clearly addressed in Paragraph 10-Dand in special provisions of your lease. In order to complete the neededcleaning and repairs we must have utilities turned on which is a legitimatecharge per your lease. There 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 29 (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 court. As 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.
I will not continue to debate with this tenant as utility charges and administration fees are all legitimate under the lease. As stated previously there will be no further contact on this matter as the former tenant has threatened legal action. Please refer to my last answer to her complaint.
Thank you for notification of this complaint. I appreciate Mr. [redacted] admission that he is attempting to phone in service requests, but he has been informed that per his lease all work orders must be in writing and sent in via our software system. The lease specifically states this and he has been instructed by our staff on how to open work orders, but apparently refuses to do so. As it stands at this time there are no open work orders in his file. Should Mr. Barters choose to request further instruction in processing a valid work order, my staff will be happy to provide a tutorial. Again we have no record of any open work orders in the system and as soon as one appears, it will be addressed. Should a tenant not have access to their own computer our staff is trained to offer the use of a computer which is located in our lobby to input work orders if necessary. Again, per the lease, all work orders must be in writing to be valid.
Thank you,
[redacted]
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 work. Below 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 landlord. Except 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] vacated. It 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 17 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 writing. Installation 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 writing. This did not occur.Mr. [redacted] mentioned that he upgraded the system including an WIFI Garage Door Opener. This also was not authorized, and now makes since that we have not been able to operate the garage door wall button since he vacated. After several attempts at reprogramming, and replacing the button 3 times, the Home Owners only option was to replace the Garage Door Opener. Costing 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 $75.00 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 equipment. Respectfully, StarPointe Realty Property Management
Thank you for taking to speak with me today regarding this complaint. As 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 lease. The actual tenant on the lease is [redacted] and the person filing the complaint is [redacted].
I would like to reply to the response made by Star Pointe Realty. I would like to touch each item listed.
1. Wrong date – I rented the house form July 15, 2013 thru February 28, 2014.
2. My insurance company issued a check to Star Pointe Realty for $1000 security deposit. That $1000 was deducted from my claim and did in fact come out of MY pocket. I have documentation of that. Also the nonrefundable pet deposit for my 3 pound dog was $500, not $250. I also have a receipt for that.
3. I made 6 attempts to fax the inventory and condition form to [redacted] at Star Pointe Realty and I printed the transmittals for each failed attempt in case I need to provide documentation of it. I finally called their office and spoke with a man. He told me to fax the documents to [redacted]. I did and the fax went thru the first time. Star Pointe said that was not the correct number and that never was their fax number. That is not true. As a matter of fact I attached the first page of their Residential Lease Inventory and Condition form, and please pay attention to the bottom of the page, that number is on it. So the fax was received.
4. There was a condition form, they lost it or chose not to use it
The breakdown of charges:
Carpet cleaning – I had a carpet cleaning company come in and cleaned the entire house on 2/28/14. I have their receipt as proof. I would like to point out that when I moved in, there were several stains throughout the house which I noted on the condition form.
Carpet repair – there was also a shredded/tore area of carpet that was by the master bedroom door that I also listed on the condition form at the time I moved in. My 3 pound dog would have died if she chewed that carpet up the way it was. I do want to also point out that I was working in Houston during the week and home only on weekends. During the week, my dog was not even there and on the weekends she was in her crate when I was not home.
Temporary utilities – I am not sure what this is. I was told when I moved out to leave the utilities on for 5 days. That I did. I called the water company this morning to verify that. The water was on until the 5th and electric was on until the 6th. Again I have documentation.
Full house clean – The house was cleaned with the exception of sweeping out the garage do to a time issue. It was mentioned that there were dead bugs everywhere. That might have been because the exterminator was there for his scheduled maintenance on the 26th. If I am not mistaken, that was another problem that was on my condition form. There was a bad problem with ants and a lot of spiders in the house. I had to get an exterminator because they never did anything about it.
Paint – paint what? Again there were several places where I mentioned on the condition form where I pointed out chips in the paint, Knicks in the walls, and bad patch jobs.
Repairs – again I am not sure what repairs were needed that exceeded $1000. The only repair that I know needed to be done was to screw a $12.00 glass globe that I broke when I was moving some curtain rods. I went to Lowes and paid $12.00 for the exact same glass that was on it. I did not have a ladder to put it on so I left it in the garage by the touch up paint.
They also mentioned to me on the phone when she finally spoke to me for the first time in August that there were nail holes all other the house that needed to be patched and painted. That is not true either. I was a victim of arson, I had absolutely nothing when I moved in to that house. Everything that was put in to it was furnished by the insurance company. I had a total of 5 things hanging up in that house. Two were in the kitchen and three in the living room. I was there temporary and I saw no need to hang a bunch of stuff up. When I was moving out, I removed the item from the wall, took out the nail and patched the holes immediately. I have numerous pictures that were taken over the time that I lived there and in those pics you can see the lack of things hanging in the house. Those walls were bare.
I truly believe that Star Pointe Realty is charging me to do the repairs that were supposed to be done before I moved in. I wonder if they charged the previous tenants for those damages and never made the repairs and now they are trying to get the money from me. I realize that they say they have a video but videos can very easily be altered. I know what that house looked like when I moved in and when I moved out. That has was barely lived in. The 2nd and 3rd bedroom were NEVER even slept in and the hall bath room was never showered or bathed in.
I spoke to a person in the legal department at my insurance company and it is within my rights to contact the property owner, and I do have the contact information for them, and I will also talk to the media about this. They have been covering the arson trial and again, according to their legal department, if I feel I am being wronged, I do have the right air my opinion. I will do what I need to do to resolve this quickly. This has been drawn out long enough. I was a victim of arson, I will not be a victim to Star Pointe Realty also.
I have proof and documentation backing everything I spoke about.
Sincerely,
[redacted]
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 3 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]
In response to [redacted] and [redacted]’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 $500.00 for any single repair, maintenance
item, redecoration, or alteration without home[redacted]’s consent.”
From the start date of October 31st, 2012 to the
date of termination, June 23rd, 2014, there was a grand total of 5
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 [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 repair. If the repair was due to tenant negligence
the tenant pays. If it is normal wear
and tear, the [redacted] pays.
We have documented that with every single repair, we
received an email or call from the [redacted]’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 [redacted]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 at. It 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 3. 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[redacted]’s and clients
have the best service. We video each
property before and after tenant move-in, we conduct 4 quarterly inspections per
year on the [redacted]’s behalf as long as the tenant is in the property and we
provide the [redacted]’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 repairs. We provide estimates for repairs over
$500 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 4 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: [redacted]
I am rejecting this response because: I am rejecting this response because we have never owned any type of pets we have statements from realtors as well as neighbors saying we never owned pets plus I have text messages from the business owner that my deposit would returned in full and that we rented this house under special circumstances. We were in this house for four months and we didn't even use the back yard at all. Also when we moved in it was suppose to be cleaned it was filthy.
Complaint: [redacted]
I am rejecting this response because: I am simply asking for proof in. the form of receipts which any legitimate business should be able to provide. I am assuming they aren't being provided because the business doesn't have them. And are in fact, lying about the utility charges.
Regards,
[redacted]
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 lease. As 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 charges. Our company videos each property prior to tenant taking occupancy and immediately upon move out as to fully document before and after condition of the property. Additionally, the tenant was provided photographs clearly showing the damages and filth. Should 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 stand. Your 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 previouslyprovided. In addition to the lack of cleanliness and damages to the propertythere was need for pet enzyme treatment deodorization as listed on the securitydeposit itemization. All of these ite** are clearly addressed in Paragraph 10-Dand in special provisions of your lease. In order to complete the neededcleaning and repairs we must have utilities turned on which is a legitimatecharge per your lease. There 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 29 (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 court. As 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.
This is the worst realty business that I have encountered, I do not have a functioning Microwave for the past 1 month, I had to go buy the one am currently using, it took them 5 weeks to change an oven/stove that is not working. I 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 3 sinks, this issue is as a result of the drainage system. They told me that they work for the client not the actual customers. Their practices are horrible. Their customer service is the worst, they act like they actually own you or that you are living their for free.
Please stay away from this company at all costs. They conduct business practices poorly and do not care about their tenants needs, only on making an extra buck. Take my advice and look elsewhere.
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 30 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, normal wear and tear excepted, that the full deposit would be refunded.
Based on the move-in inspection: 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 move-in inspection and StarPointe Realty videos every home prior to move-in and 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 move-in condition or better but we cannot refund this amount that they are asking.
Thank you.
Our response is no different than the previous response. Thank you.
The tenants signed a lease clearly detailing the very issues in their complaint. As 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 fact. In addition, upon signing the lease the tenant agrees that they have read and understand what they are signing. These 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 charges. If they would have paid the bill within the allowed time frame late charges would not have applied. Unfortunately for them these charges will stand as agreed upon by all parties to the lease.
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]
Please see attached letter for details of $75.00 charge. Thank you.To whom it may...
concern, ...⇄ February 20, 2017 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 functioning. Our 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 properly. At 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 room. That wire was connected to a Vivint Plug which is why the doorbell wasn’t working correctly. The vendor had to troubleshoot the wiring from installation of Vivint, which was incorrectly bypassed. Vendor then had to remove the wiring and plug from the Vivint doorbell, and properly rewire to make it function correctly. Vendor also then had to repair hole through the wall that was caused from the wire, and paint. This cost was charged to the tenants account, in the amount of $75.00.In summary, the first fee of $75.00 was to install a new doorbell. The second fee of $75.00 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 indicated. Simply just coincidental that the vendor only charged a service fee each timeRespectfully,[redacted] Broker/Owner
The tenants signed a lease clearly detailing the very issues in their complaint. As 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 fact. In addition, upon signing the lease the tenant agrees that they have read and understand what they are signing. These 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 charges. If they would have paid the bill within the allowed time frame late charges would not have applied. Unfortunately for them these charges will stand as agreed upon by all parties to the lease.
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 lease. As 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 charges. Our company videos each property prior to tenant taking occupancy and immediately upon move out as to fully document before and after condition of the property. Additionally, the tenant was provided photographs clearly showing the damages and filth. Should 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 stand. Your 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 previouslyprovided. In addition to the lack of cleanliness and damages to the propertythere was need for pet enzyme treatment deodorization as listed on the securitydeposit itemization. All of these ite** are clearly addressed in Paragraph 10-Dand in special provisions of your lease. In order to complete the neededcleaning and repairs we must have utilities turned on which is a legitimatecharge per your lease. There 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 29 (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 court. As 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.
I will not continue to debate with this tenant as utility charges and administration fees are all legitimate under the lease. As stated previously there will be no further contact on this matter as the former tenant has threatened legal action. Please refer to my last answer to her complaint.