On 3/18/16, I called and left a very detailed message on the Complainant's voicemail explaining everything that was taken out; to include the damages and amounts charged, what they were for, the amount of each charge and the amount of the refund. I also provided the new check number issued. The check and copies of bills are ready to be picked up at our office as the Complainant has said they wish to pick it up at the office. I would like to add that the address zip code given on the day notice did not match the revised address Complainant gave when the key was turned in. As I reviewed the complaint and contact information, the apartment number provided to the Revdex.com is also different then the apartment number Hill Country Rentals was provided. This could be why the Complainant has not received the original refund check that was issued. If Complainant decides to have it mailed, please provide Hill Country Rentals with the correct address including zip code and apartment number. If the Complainant has any further issues or questions they may contact the office so we can get this matter resolved for them. Thanks
It was brought to my attention November of a "soft spot" the Tenant is referring to. The Tenant, did not want anyone in the residence while they were not home. Both *** and I began trying to get Vendors over to the Property immediately to try and get the issue resolved. The
Tenant according our Vendors was either not home or would not return their phone calls. The Vendors informed us they would leave notes on the front door and would not receive a response from those either. I informed the Owner of the issue we were having with the Vendors not being able to get in to the Property due to the Tenant not responding to which I was informed to let them in, per the Owner, to get these issues resolved. The Tenant has exclaimed on numerous occasions that “they have to work” and the Tenant also disclosed to me that if they do not know a number they do not answer or return it if there was not a voice message left. When the Tenant contacted the office and was rude to ***, per ***, and stated they were going to be getting an attorney because the issue with the floor had not been resolved, I contacted the Tenant to let them know that we have made numerous efforts to resolve this and since the Tenant was not letting the Vendors in to the Property because the Tenant had to work or wasn’t available, that the Vendors would be given a key if the Tenant wasn’t home, per the Owner. This was left on a voicemail, to which the Tenant never returned, but acknowledged that they had received it when they came to pay rent the following month. We received all estimates finally, due to all of the scheduling issues between the Vendors and the Tenant. I spoke with the Owner and received a go ahead to get it taken care of with one of the Vendors. We contacted that Vendor and an appointment was set up and to my knowledge was going to be taken care of. It was later revealed to me that the appointment had been missed or forgotten so *** contacted the Vendor to reschedule. I recently discovered the Vendor had still not been over to do the repairs so I contacted the Vendor myself and the Vendor went over the following day. The Vendor advised me that the Tenant would need to clean the commode inside and around the base as there was urine all over it and also informed me that there was animal urine in the hall way, (this was not the only Vendor to inform me of the animal urine) which is one of the problem areas that the Vendor was goingto fix. I contacted the Tenant about cleaning and they understood and said okThe Vendor was set to do the repairs the following day. The Vendor called and then came in to the office to explain what had been discovered. As the Vendor was preparing for the demolition to get the floors taken care of, he tore up a tile in the Kitchen/Laundry area, found a hole, small but big enough his single finger went through by the refrigerator and not in the way of the Tenant’s path and also discovered a second bathroom that was never discussed that apparently had a leak under or around the commode that had done damage to the flooring. When the Vendor discovered that the damage was worse than what they had originally thought and informed us of all of theabove, the Vendor; therefore, placed a new bid on the Property to do the repairs. With this new information, we scheduled with a plumber to fix the leak and I contacted the Owner who requested that I get more estimates due to the new information regarding the extent of the flooring damageWe have requested the previous Vendors to give new estimates and have explained why we needed new estimates and have also spoke to new vendors as well to go over and to make contact with the Tenant so we can get this issue resolved To this day we are still trying to get Vendors scheduled but are running into scheduling issues, again. Hopefully we can get this resolved soon, as that is and has always been our ultimate goal and unfortunately it has taken longer than we anticipated and I have apologized for the inconvenience. When the Tenant came in this month, April, I asked because I was informed that they planned on vacating in the next few months, if they were moving. The Tenant informed me that they would like to see if they could be released from lease due to their son graduating and that they were wanting to move in with their mother to save up some money. I told the Tenant I would check and get back with them. The tenant asked how long would it take and I told them that I did not have a specific time frame because the Owner does not live here and is in a different time zone and works, so I try and reach the Owner after hours but I would try and get in touch with them as soon as possibleThe Tenant acknowledged that they understood and said ok. The Tenant also asked if they could have a discount on their rent for April and May, I again advised them that was something I would have to get with the Owner about and would let them as soon as I found out. I informed the Tenant to plan on paying the full rent to avoid any late fees, just in case. I was able to get with the Owner who is willing to let the Tenant out of the lease early but since the Tenant is being released early from the lease, the Owner, did not wish to give any additional discounts on rent. I have spoken with the Tenant and told the Tenant what the outcome was of my conversation with the Owner, and the Tenant appeared to be okay with it as the Tenant thanked me for letting them out early. I told the Tenant that we would need a day’s notice from them for the date they planned on being out by and to also provide me with a forwarding address. In a different conversation, the Tenant asked about the security deposit and I informed the Tenant that I would have to inspect the Property first before I would be able to release it to the Tenant, the Tenant acknowledged that they understood our company policy and we hung up. Both *** and I have always strived to be as professional as possible to every person, Tenant/Applicant/Vendor etcso if we were ever rude or came across rude or unprofessional we sincerely apologize, that is not how we conduct business
Complaint: ***
I am rejecting this response because: of the following reasons Firstly the lady in question knows that I have been trying to reach her concerning update and the assistance always tell me that she passes on my concern to her .In mast occasions according to the assistance she will promise to call but never did.Secondly she inform me at the time of handling over that I will receive the refund not later than days of handling over the keysI made several call even after the of February about the status of the refund her assistance never told me that they have issued a check and mailed it to me.MY third point is if the refund was mailed as she claim I should have received it by now or when I called the assistance a week ago he would have inform me about it.My concern also is that she was suppose to inform me about any damage she thinks was done my me during my stay in the apartment for confirmation beforerepairs are donehow ever if she has agree to reissue another check, this is what I want her to d: First, she should inform about the damages I did to the propertySecondly, update me on how much it cost them to do repairs, and how much will be refunded to meThirdly I agree with her to go over to the office to collect the checkbut I suggest only when the above concerns are followedIappreciate her quick response and also appreciate Revdex.com for doing what the are doing to resolve this issue
Regards,
*** ***
The owner does their own repairs and has maintenance take care of any issues with the properties upon a tenant vacating. I received bills from the owner for those repairs on the 26th of February, made copies and sent the remaining refund to the previous tenant the same day. I mailed to
the forwarding address they provided upon giving notice. They paid rent until the end of January; therefore, they went in and did repairs after the lease was up. If the previous tenant has not yet received the refund I will be happy to stop payment and reissue another check either by mail or they are more than welcome to come pick it up at the office.As far as not speaking with the previous tenant, he called after I had already left the office. I spoke with my assistant and told him what was going on and he was to relay the message to let the previous tenant know the status. I apologize if he did not inform the previous tenant of the status of the refund, I should have followed up. My sincerest apologies.Please let me know what the previous tenant would like to do and I will be more than happy to make those arrangements. Thanks
Complaint: ***
I am rejecting this response because: This issue, as clearly stated by the business, has been ongoing since November It is now April and the business/owner has made very little effort to fix the flooring I have no knowledge of the second bathroom having any leaks as none are visible and no water is heard running I had immediately contacted the business when the sink in the second bathroom began to leak and a plumber was sent directly to fix the sink, not once but also at a second time when the original leak had started I have always been prompt at reporting any issues at this residence as I treat the residence as I would if it were mine I am not a plumber, nor was I made aware of any other leaks when a Vendor came to start fixing the flooring The vendor's response to me was that the damage in the kitchen and in the original bathroom was more extensive than originally thought and that it would cost more than he first thought because there was a leak in the original bathroom - he never mentioned the second bathroom having a leak As stated, I do work and am not allowed to answer or be on my phone while I am on the clock In the event that I am permitted to take a break and see that someone has called, I check my voice messages If no voice message is left and I do not recognize the phone number, I wait until I get home to see who it was I do not have the luxury to sit and check all of the phone numbers that I don't recognize while I am at work I never received any phone calls or messages/notes on my door from vendors, and if/when I received calls with voice mails , they were promptly returned and apptsscheduled This business has no "sense of urgency" to maintain this property The business stated that they would give vendors a key if arrangements could not be made...so why didn't they? I had no argument with that, only to have the vendors contact me before they made entry as I do have dogs That was my only request The only one that ever contacted me was the plumber I had no problems with vendors going in to get estimates At no time did *** state that the owner did not live here and is in a different time zone and works I don't believe that anyone, including the staff or the owners, would allow themselves to live in these conditions, and to expect another person to live this way is absurd They had several "vendors" in, out and under this house and the business is saying that they need more estimates?? The business/owner is just delaying repairs in order to come in and do their inspection in order to keep my deposit This residence was not in the best condition when I moved in and it is obvious that the owner does not care about the condition of his properties I would request that May's rent be reduced to 1/of the amount (or 162.50) for all inconveniences since I have only had contact with one vendor this month and that apptis set for Tuesday April 21st Seven days is a reasonable time to at least start any repairs, but months is going to the extreme
Regards,
*** ***
On 3/18/16, I called and left a very detailed message on the Complainant's voicemail explaining everything that was taken out; to include the damages and amounts charged, what they were for, the amount of each charge and the amount of the refund. I also provided the new check number issued. The check and copies of bills are ready to be picked up at our office as the Complainant has said they wish to pick it up at the office. I would like to add that the address zip code given on the day notice did not match the revised address Complainant gave when the key was turned in. As I reviewed the complaint and contact information, the apartment number provided to the Revdex.com is also different then the apartment number Hill Country Rentals was provided. This could be why the Complainant has not received the original refund check that was issued. If Complainant decides to have it mailed, please provide Hill Country Rentals with the correct address including zip code and apartment number. If the Complainant has any further issues or questions they may contact the office so we can get this matter resolved for them. Thanks
It was brought to my attention November of a "soft spot" the Tenant is referring to. The Tenant, did not want anyone in the residence while they were not home. Both *** and I began trying to get Vendors over to the Property immediately to try and get the issue resolved. The
Tenant according our Vendors was either not home or would not return their phone calls. The Vendors informed us they would leave notes on the front door and would not receive a response from those either. I informed the Owner of the issue we were having with the Vendors not being able to get in to the Property due to the Tenant not responding to which I was informed to let them in, per the Owner, to get these issues resolved. The Tenant has exclaimed on numerous occasions that “they have to work” and the Tenant also disclosed to me that if they do not know a number they do not answer or return it if there was not a voice message left. When the Tenant contacted the office and was rude to ***, per ***, and stated they were going to be getting an attorney because the issue with the floor had not been resolved, I contacted the Tenant to let them know that we have made numerous efforts to resolve this and since the Tenant was not letting the Vendors in to the Property because the Tenant had to work or wasn’t available, that the Vendors would be given a key if the Tenant wasn’t home, per the Owner. This was left on a voicemail, to which the Tenant never returned, but acknowledged that they had received it when they came to pay rent the following month. We received all estimates finally, due to all of the scheduling issues between the Vendors and the Tenant. I spoke with the Owner and received a go ahead to get it taken care of with one of the Vendors. We contacted that Vendor and an appointment was set up and to my knowledge was going to be taken care of. It was later revealed to me that the appointment had been missed or forgotten so *** contacted the Vendor to reschedule. I recently discovered the Vendor had still not been over to do the repairs so I contacted the Vendor myself and the Vendor went over the following day. The Vendor advised me that the Tenant would need to clean the commode inside and around the base as there was urine all over it and also informed me that there was animal urine in the hall way, (this was not the only Vendor to inform me of the animal urine) which is one of the problem areas that the Vendor was goingto fix. I contacted the Tenant about cleaning and they understood and said okThe Vendor was set to do the repairs the following day. The Vendor called and then came in to the office to explain what had been discovered. As the Vendor was preparing for the demolition to get the floors taken care of, he tore up a tile in the Kitchen/Laundry area, found a hole, small but big enough his single finger went through by the refrigerator and not in the way of the Tenant’s path and also discovered a second bathroom that was never discussed that apparently had a leak under or around the commode that had done damage to the flooring. When the Vendor discovered that the damage was worse than what they had originally thought and informed us of all of theabove, the Vendor; therefore, placed a new bid on the Property to do the repairs. With this new information, we scheduled with a plumber to fix the leak and I contacted the Owner who requested that I get more estimates due to the new information regarding the extent of the flooring damageWe have requested the previous Vendors to give new estimates and have explained why we needed new estimates and have also spoke to new vendors as well to go over and to make contact with the Tenant so we can get this issue resolved To this day we are still trying to get Vendors scheduled but are running into scheduling issues, again. Hopefully we can get this resolved soon, as that is and has always been our ultimate goal and unfortunately it has taken longer than we anticipated and I have apologized for the inconvenience. When the Tenant came in this month, April, I asked because I was informed that they planned on vacating in the next few months, if they were moving. The Tenant informed me that they would like to see if they could be released from lease due to their son graduating and that they were wanting to move in with their mother to save up some money. I told the Tenant I would check and get back with them. The tenant asked how long would it take and I told them that I did not have a specific time frame because the Owner does not live here and is in a different time zone and works, so I try and reach the Owner after hours but I would try and get in touch with them as soon as possibleThe Tenant acknowledged that they understood and said ok. The Tenant also asked if they could have a discount on their rent for April and May, I again advised them that was something I would have to get with the Owner about and would let them as soon as I found out. I informed the Tenant to plan on paying the full rent to avoid any late fees, just in case. I was able to get with the Owner who is willing to let the Tenant out of the lease early but since the Tenant is being released early from the lease, the Owner, did not wish to give any additional discounts on rent. I have spoken with the Tenant and told the Tenant what the outcome was of my conversation with the Owner, and the Tenant appeared to be okay with it as the Tenant thanked me for letting them out early. I told the Tenant that we would need a day’s notice from them for the date they planned on being out by and to also provide me with a forwarding address. In a different conversation, the Tenant asked about the security deposit and I informed the Tenant that I would have to inspect the Property first before I would be able to release it to the Tenant, the Tenant acknowledged that they understood our company policy and we hung up. Both *** and I have always strived to be as professional as possible to every person, Tenant/Applicant/Vendor etcso if we were ever rude or came across rude or unprofessional we sincerely apologize, that is not how we conduct business
Complaint: ***
I am rejecting this response because: of the following reasons Firstly the lady in question knows that I have been trying to reach her concerning update and the assistance always tell me that she passes on my concern to her .In mast occasions according to the assistance she will promise to call but never did.Secondly she inform me at the time of handling over that I will receive the refund not later than days of handling over the keysI made several call even after the of February about the status of the refund her assistance never told me that they have issued a check and mailed it to me.MY third point is if the refund was mailed as she claim I should have received it by now or when I called the assistance a week ago he would have inform me about it.My concern also is that she was suppose to inform me about any damage she thinks was done my me during my stay in the apartment for confirmation beforerepairs are donehow ever if she has agree to reissue another check, this is what I want her to d: First, she should inform about the damages I did to the propertySecondly, update me on how much it cost them to do repairs, and how much will be refunded to meThirdly I agree with her to go over to the office to collect the checkbut I suggest only when the above concerns are followedIappreciate her quick response and also appreciate Revdex.com for doing what the are doing to resolve this issue
Regards,
*** ***
The owner does their own repairs and has maintenance take care of any issues with the properties upon a tenant vacating. I received bills from the owner for those repairs on the 26th of February, made copies and sent the remaining refund to the previous tenant the same day. I mailed to
the forwarding address they provided upon giving notice. They paid rent until the end of January; therefore, they went in and did repairs after the lease was up. If the previous tenant has not yet received the refund I will be happy to stop payment and reissue another check either by mail or they are more than welcome to come pick it up at the office.As far as not speaking with the previous tenant, he called after I had already left the office. I spoke with my assistant and told him what was going on and he was to relay the message to let the previous tenant know the status. I apologize if he did not inform the previous tenant of the status of the refund, I should have followed up. My sincerest apologies.Please let me know what the previous tenant would like to do and I will be more than happy to make those arrangements. Thanks
Complaint: ***
I am rejecting this response because: This issue, as clearly stated by the business, has been ongoing since November It is now April and the business/owner has made very little effort to fix the flooring I have no knowledge of the second bathroom having any leaks as none are visible and no water is heard running I had immediately contacted the business when the sink in the second bathroom began to leak and a plumber was sent directly to fix the sink, not once but also at a second time when the original leak had started I have always been prompt at reporting any issues at this residence as I treat the residence as I would if it were mine I am not a plumber, nor was I made aware of any other leaks when a Vendor came to start fixing the flooring The vendor's response to me was that the damage in the kitchen and in the original bathroom was more extensive than originally thought and that it would cost more than he first thought because there was a leak in the original bathroom - he never mentioned the second bathroom having a leak As stated, I do work and am not allowed to answer or be on my phone while I am on the clock In the event that I am permitted to take a break and see that someone has called, I check my voice messages If no voice message is left and I do not recognize the phone number, I wait until I get home to see who it was I do not have the luxury to sit and check all of the phone numbers that I don't recognize while I am at work I never received any phone calls or messages/notes on my door from vendors, and if/when I received calls with voice mails , they were promptly returned and apptsscheduled This business has no "sense of urgency" to maintain this property The business stated that they would give vendors a key if arrangements could not be made...so why didn't they? I had no argument with that, only to have the vendors contact me before they made entry as I do have dogs That was my only request The only one that ever contacted me was the plumber I had no problems with vendors going in to get estimates At no time did *** state that the owner did not live here and is in a different time zone and works I don't believe that anyone, including the staff or the owners, would allow themselves to live in these conditions, and to expect another person to live this way is absurd They had several "vendors" in, out and under this house and the business is saying that they need more estimates?? The business/owner is just delaying repairs in order to come in and do their inspection in order to keep my deposit This residence was not in the best condition when I moved in and it is obvious that the owner does not care about the condition of his properties I would request that May's rent be reduced to 1/of the amount (or 162.50) for all inconveniences since I have only had contact with one vendor this month and that apptis set for Tuesday April 21st Seven days is a reasonable time to at least start any repairs, but months is going to the extreme
Regards,
*** ***
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]