Integrated Property Management

Complaint: [redacted] I am rejecting this response because: I am rejecting this response because we provided multiple dates that we would be available prior to leaving the rental propertyEach time we were told each time that we were not allowed to be at the final inspectionLone Star knew in advance that we were leaving and that it is a busy seasonIf they only have three inspectors then priority should be given to move outs over the required inspectionsSome of the pictures they sent us were not of our rental, as our fridge was not whiteThis issue was not addressed and they did not include that picture to the Revdex.comThe inspection was a week or more after we leftIt was raining a lot at that time and things grow, especially weedsA week is plenty of time for them to growThey state that they try and have the property clean and ready for the next tenants, but it was not for usWhen we moved in, it was not cleanThere was mold in the dishwasher and bugs in the refrigeratorWe brought the issue up when we moved in but it was not addressedRegards, [redacted] *** Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because: I have sent several emails with photos showing the damages of the home before I moved inThe pictures show that the home was not painted before I moved in or cleanedIt also show damages that were done before I moved in that they are charging me forI have a emailed them to Ms [redacted] stating thatShe said with the photos the would accept and I didn't need to come in because she had all the pictures she needed before and after of the homeShe also emailed me about me filling a complaint against her officeWhich I told her yes I didn't file a complaint with her officeHow can I resolve any issue if they are not trying to allow me to come in and show them the damages and the photosI have attached the conversation that to me appears she is not happy about the complaintI have not see but four photos and they had charged me for damages to a toilet that they then turned around and took offI do not see how you can charge me for one thing and then turn around and say it was a mistakeI also the cleaning team that I had clean the place took the microwave plate back to the home they the new tents haveI can get statements from them and also from the tents prior to me that will state that they floor in that upstairs room that they had fixed was already doneI have several photos but unable to upload them because you will only accept so many Regards, [redacted]

I am very taken aback by this owner's complaintUpon returning from out of town to this complaint I have met with my staff and reviewed email correspondence between him and our staff We have managed this property since October of and his property is rented at $per month and has been so since we took managementHe takes issues and claims he has been charged "exorbitant charges for simple fixes" to his property and this statement could not be more falseIn October owner contacted us for management services and the property was leased the same month He was charged the required expenses of rekeying the property as outlined by the Texas Property Code All exterior locks must be rekeyed between tenancy, and keyless deadbolts installed on all exterior doors and peep holes in all exterior doors that do not have a window This was explained at management signing, with pictures and estimates for what each of those items would cost The amount of hisrekey was $with services provided by a local locksmith with charges that run below those to the general public as we are able to secure good prices forour owners with the volume of rekeying we are required by the state to do The exact amount of that bill was what our owner was charged and this expense was reflected in his monthly statement as are all charges An example of what the statement looked like and how descriptions would be notated on the owner statement were included in the new management presentationHe also had not cleaned the property or shampooed the carpets as required and asked that we take care of that on his behalf We were happy to do that for him so that he could focus on his move In May the Residents turned in a work order stating that the toilet was constantly running and the kitchen sprayer was not operating A local plumbing company was contacted to address the two issues within the same service call and the exact amount of that bill was charged to this owner in the amount of $ Again, this cost would be less than the general consumer would have paid The lease does require that these types of repairs be completedThis expense was recorded on his monthly statement.Later in May after a storm the residents placed a work order that the gate to the backyard had been damaged by the wind Contractor was sent to repair at a cost of $80.This was included in his owner statementIn July there was a resident after hour’s call that the a/c was not nworking in their home Vendor was sent to assess and charged $to replace the thermostat (after hours) providing air for this family and relief from the heat July in Texas, we all know, is extremely hot We secure good rates for our after hour calls and both owners and residents reap the benefits of thatIf this owner had been paying $a month in rent and his a/c went out, he would not have been happy to be told he’d have to suffer through it until regular business hoursAs shared with this owner, this amount is only slightly higher than what it would have been during business hours -a credit to our efforts to secure the best possible rates for our owners.So in the past year not only have the residents requests been reasonable, the costs to address those issues has also been very reasonable and below what the owner, or the general public, would likely have been able to secure as an independent consumer Again, the exact amount of the repair is what the owner is charged The management agreement outlines when the owner must be contacted for an individual repair- in this case when it is $or more for a single repair Furthermore, owner statements are available online for our owners and available 24/ While we do not send original invoices during the year ( they are all packaged at the end of the year and included in an end of year packet along with a month role up review and all the required tax documents that owners simply need to provide to their accountants), invoices are sent when requestedThis owner has been provided excellent management services, had a paying tenant within two weeks of his vacating the property, and shortly after signing his management agreement He was well informed to the processes involved in management services His residents have paid $per month, on time throughout their tenancy and he has had a total of three repairs to the home in months for a total of $I would not call that “exorbitant”Yes, he is correct that the leasing agent made a typo on his street number, an honest mistake, easily fixed and not something that demanded such intense anger that it still lingers in each interaction with him, nor does it warrant a description of "gross negligence" While it is always our goal to be timely with responses to all owners, we are a very large management company and we are in a heavy PCS Cyclle It is unrealistic to expect we will be able to provide him an immediate response at all times for a general inquiryAgain, expenses on his account were documented on his monthly statement and they were minimal expensesHe has been provided a copy of the invoices he requested and, at the moment, seems satisfied We certainly understand that it is sometimes difficult for owners to be so far away We also understand there are those that have a lot of stress they are dealing with in their own lives that unfortunately makes everything intense and magnified in their relationships and dealings with othersThe steps this owner has taken has been extreme and unreasonable, having not only placed a Revdex.com complaint but an unfavorable review online in an effort to damage our company reputationHad he not been able to get a satisfactory answer from our staff he needed only to contact one of the owners who has dealt with him in the past He has continued to be in contact with our staff since posting this complaint and has sent an email that he appreciated their actions and looked forward to working with them in the futureWe regret that our owner felt he needed, or was justified, to take such extreme actions over this We have always tried to provide him very good service and feelwe have honored our commitments to him and done him a very good job in taking care of his home

Mr [redacted] and the homeowner reached a mutual agreement in vacating the property on 8/31/without any penalty to him as long as they cleared the property per the move out requirements stated in their lease agreementThere was a clerical error on Mr***'s account; however, it has since been corrected and is reflective in the systemHis account still presently holds a credit, which will be refunded with any other credits on his account less lawful deductions related to his move out inspection (security deposit) within days as allowed per rental law requirements Mr [redacted] is incorrect in stating he was told we take days to perform the move out inspectionThe inspection was completed at the beginning of September and the owner of the property has taken possessionThe day timeframe mentioned is solely related to reconciling a tenant's security deposit, not the actual inspection date

As previously stated, accelerated depreciation is charged to a tenant and the funds are released to the owner if all funds are available in the event they want the work performedIn the supporting documentation attached to the original complaint response, it clearly indicates the tenant has unpaid balance of which depicts the satellite dish removal, along with several other charges, remaining unpaid; therefore, funds weren't allocated to the owner's ledger for payoutThus stating, there aren't funds available to dispatch a vendor to render services

We have investigated this thoroughly The pictures are the correct ones, the lighting makes the refrigerator look like it is white but it is not There is no further response to this complaint

Complaint: [redacted] I am rejecting this response because: I don't feel it is fair and I don't feel I owe the full amount Regards, [redacted]

Our office has issued a formal response to Ms [redacted] via certified mail and we have attached the response in questionWe provided pictures to document all charges assessed to her account for validity purposesWe filed a formal eviction on Ms [redacted] for non-payment of rent as a result of defaulting due to not satisfying a past due balance for damages assessed to her accountWe have gone into detail regarding this matter in the attached document as well

Complaint: [redacted] I am rejecting this response because:I apologize, but in order to respond to this response within the allotted day period (about to make an overseas trip) I must be briefI will answer all portions of the response by pasting the response with my comments beneath.He takes issues and claims he has been charged "exorbitant charges for simple fixes" to his property and this statement could not be more false.Exorbitant charges for simple fixesAfter being told the fixes that were made, I can see why you would think this is falseHowever, put yourself in my shoesI receive no notification besides the following on JUL 15:Fencing Repair $ Being that the house was built in 2010-2011, I cannot see how a fencing repair (which I never was told anything was wrong...) would cost $I did repairs to the fence myself and paid at most $per picketSo a cost of $without receiving a response for over a month (after numerous emails and voicemails) leaves me to infer that about pickets were damaged...Or let's say to factor in labor costs...Absolutely notification besides "Fencing Repair $80.00" and after calling and sending emails for a month, I'm just supposed to assume that the price is fair? -Rekeying of locks - concur, this was not an "exorbitant amount." However, I did leave multiple voicemails and emails with no response from ***Finally after about calls I was able to reach [redacted] and she explained the cost.-toilet and kitchen sprayer not operating - Both are simple fixesHowever, again the only information I was given is as follows: " Commode and veggie sprayer 86.39" What am I supposed to think after not receiving a response in about a month when I asked about the charge? I've made fixes myself and did not need to pay nearly as muchHowever, I understand that labor is the most expensive part of repairsBut without receiving any kind of response what am I supposed to assume?-A/C - again, the issue is not the costit's the fact that this charge was not explainedAlso, I do not appreciate the personal attackI am a soldier and in fact the reason I'm typing this response in such a rush is because I am about to be overseasThe temperature there is over degrees consistentlyIn fact I've spent over a year overseas in above degree months and did not have a single bit of air conditionerIf you had told me that the A/C was out I would have accepted itAnd although the current tenant is a soldier, I do not accept him to go through the same thingYour comment infers that I knew why the charge was so highIn fact, I didn't even know there was an after hours call until after a month of asking about this expense! I simply wanted to know what was wrong with the A/CHowever, you failed to provide that information and now are turning the comment into a personal attack trying to say that I am expecting the renters to live in a hot house over a weekendRIDICULOUS!-No the cost is not the issueThe reason I considered the cost was exorbitant was because I did not receive a response to my inquiries until AFTER I had filed the complaint! Your extreme lack of communication is the issueIt is not unreasonable to expect to receive a response to a voicemail, email, within a weekI would like to receive a response within hours, but I can understand that tempo can be high, especially during the summerHowever, a month of no responses is completely unacceptable.-Intense anger? I'm not one that has intense angerMistakes happenI get itI do believe this is a "gross negligence." If you had to trust someone with your $200k house and a simply minute proof read would catch the error, wouldn't you expect someone to make sure the contract was proof read before taking it in for the renters to sign the lease?-I would not classify my reporting to Revdex.com as "extreme and unreasonable." I did not have the intention to "damage" the company reputationI was simply trying to give the company a reviewJust because the review is unfavorable does not mean that it is meant to damage a reputationI do look forward to working with you in the future because my house is being taken care ofHowever, the lag in communication is completely unacceptableIt takes less than minutes to at least acknowledge receipt of an emailI send and receive over emails a day and am often typing emails on my blackberry to ensure that I give responses in a timely mannerI was and still am, completely justified in expecting timely reponses to inquires when I am asking about my propertyThis is in no way "extreme" nor is expecting a day-week response to at the very least acknowledge the receipt of a message "unreasonable." I cannot attest to the way you have taken care of my home, because I am not able to see it myselfBut I know I receive a payment every month and for that I am gratefulHowever, I would say that your customer service is sub-par and should you look for a place to focus your efforts to continue growing into a better company, customer service is where you should focus.Please do not hesitate to call, Email, or respond to the response to provide feedbackHowever, please realize that I will be overseas and my responses may come in over a day (at most 2) Regards, [redacted]

Over the course of a month and a half there were a few HVAC issues that took place at Ms [redacted] ’ s residence; to include, the specific incident she mentions regarding the evaporator coil (the other issues were unrelated to what she was charged forOur office received notification from two separate licensed a/c technicians stating the coils were clogged with pet hair due to the unsanitary conditions of the propertyThe initial visit from the after-hours company sparked an inspection of the property because our office was informed the property wasn’t being taken care of, there were unsanitary living conditions, and the closet in bedroom couldn’t be accessed to give a proper diagnosis because of the amount of trash and boxes that were blocking his access.On July 20, our office conducted a surprise inspection to check on the property condition and much to our surprise it was not being taken care ofIn light of this discovery, our Office Manager contacted Ms [redacted] to notify her that the home would need to be cleaned up immediately and also informed her that the a/c coil cleaning would be a charge she is ultimately held accountable forShe begun to express her remorse for the condition of the home and stated she would have her kids clean it up for a re-inspection and for the vendor to be able to access the closet while she and her husband were on the road for his jobMs [redacted] also stated she would be able to file a claim with [redacted] because she has renter’s insuranceShe was instructed to have the claim’s adjuster contact our office with any specific requests they made need to help her with the claim processAlthough she was in the process of submitting a claim, she is solely responsible for remitting payment and would have to be reimbursed from her insurance companyAs instructed, her insurance adjuster called and spoke with our Maintenance Manager regarding the repair in questionHe was then informed the repair needed was caused by pet hair clogging the evaporator coilDuring this time it was asked if they needed pictures of documentation and he stated, he had all the information he neededHistorically, it would be assumed they would deny the claim based on the information providedMs [redacted] received emails and letters regarding the due date of her repair bill and she opted not to pay them timely based on the assumption [redacted] would be paying it for her which led to late fee accrualAs previously stated, any charges assessed to her account are her sole responsibility in assuring they are addressed per her lease agreement as the appropriated funds are refunded to the property owner, not Lone Star RealtyShe refused to make a payment until we approached eviction status, at which point she threatened legal action on a repair that was deemed her responsibility and was not wear and tear Very Respectfully, [redacted] , Office ManagerLone Star Realty & Property Management, Inc[redacted] ***, [redacted] , Texas ***Phone: [redacted] Ext [redacted] | Fax: ( [redacted]

Mr [redacted] submitted a dispute regarding charges to his account the same day he initiated his compliant with the Revdex.comImmediately, our Tenant Liaison started researching his account immediatelyThere was email traffic between the two indicating she was working on it the same day the dispute was receivedAs mentioned in the correspondence with him, he was asked to provide documentation for certain items related to his move out in order for our office to make adjustments to his accountAs a company, we never deny a current or former resident copies of their statement of charges if they request itWe do require all communication related to disputes in writing to protect not only the company, but the resident as wellDuring the investigative stage and upon the proper documentation being provided by the former resident, our office gave him a credit in the amount of $towards his account which left him with a balance due of $of which he paid on 8/15/as shown on the statement attached to this responseWe are not in the habit of overcharging a tenant unjustly and if we have made an error we always rectify itIn reviewing all of the correspondence between Mr [redacted] and the staff, it appears all of his concerns were addressed the moment they arose and adjustments where necessary were madeIn regards to him stating we never tried contacting him prior to the account being prepared for collections is inaccurateA member of our staff not only emailed him regarding his outstanding balance on 6/13/16, but a phone call was made as wellHe didn’t respond until he received the final demand email a few days prior to being prepared for collectionsI have attached all documents to support our responseVery Respectfully, [redacted] Office ManagerLone Star Realty & Property Management, Inc[redacted] ***Phone: [redacted] Ext [redacted] | Fax: ( [redacted]

Mr [redacted] and Ms [redacted] moved out on July 22, The move out inspection was completed on July 24, and the utilities were being shut off on 7/28/Per the move out addendum that the tenants are given at the time they move in and when they put in their notice to vacate, it states all of the requirements for a move out and annotates that the utilities are required to be on for business days starting the day after the tenants turn in their keys, not to include weekends or holidaysTheir deposit reconciliation was mailed to them on August 19, with a balance due of $after the deposit of $and pet deposit of $was applied towards some of the chargesMr [redacted] and Ms [redacted] disputed the charges on September 2, 2015, in which the inspector responded to the dispute and adjusted the water bill, due to them providing proof that the water was on for business days The electric bill that they provided in their dispute letter stated it was on for only days, so this charge was not adjustedThe inspector explained, in detail, each induvial charge, why it was charged to them, and provided pictures justifying each charge assessedThe inspector also explained that it is against company policy to provide a 3rd party vendor’s pricingThe carpet that was replaced in the living room, was replaced due to excessive dirtiness and not due to the water leak next door, pictures were providedThe carpet cleaning was done on the remaining carpet that was not replaced which was the stairs, hallway, and bedroomsPer their move out requirements, tenants are required to have the carpets professionally cleaned before move out providing a receipt that it was completedThe tenants are also required to have a pet enzyme treatment done whenever there is a pet on the propertyA re-inspection fee is charged when the tenants fail any part of the move out inspection, whether the tenants are present or notThis information is provided to every tenant that puts in their written notice to vacate on the move out addendum and was explained in the dispute response Mr [redacted] and Ms [redacted] disputed again on October 9, with the same complaints as their original disputeThe inspector again explained all the charge in detail and provided a copy of the invoice of the work that was completed and explained that the vendors do not charge labor and that they only charge a service call feeThe inspector sent the response certified mail on 10/23/and the letter was returned back to the office on 11/21/stating it was refused by the recipientOur office feels we have provided sufficient supporting documentation to justify all charges assessed to their account

We have attached the dispute response and have submitted the proper documentation on our previous Revdex.com response to validate all charges assessed to their accountAll charges will stand and payment will need to be remitted through the collection agency overseeing their accountTell us why here

Complaint: [redacted] I am rejecting this response because:I feel that Mr [redacted] has not lived up to his end of the agreement when we signed with Lone StarHe wants to make a it a point to say that the addendum doesn't have any weight to itAn addendum is two foldIt releases liability in the event of an injuryIt protects the owners in the event that it is damagedMr [redacted] 's employee ***, said that one will be included, that never happenedFurthermore, if an addendum has no meaning to it, why include itProperty Managers are supposed to take care of the owners property while under their careMr [redacted] has failed to do this and should be held liable Regards, [redacted] ***

Good afternoon,I have been receiving error messages once I press the proceed link on your websiteIt will allow me to upload the supporting documentation and type my response, but it cycles for a few minutes and follows with an error code stating, “the following page may be temporarily unavailable, moved, etcI have inserted our response belowAny help you can offer will be greatly appreciated.Below I have inserted the response from the inspector that conducted the move out inspection following Ms [redacted] s departure from the propertyIn addition, I have attached the allowed number of pictures depicting the previous resident left the property in less than desirable or rentable conditionShe also broke her lease contract which resulted in termination fees as allowable per her lease contractWhile Ms [redacted] did send a referral, the prospect never placed a security deposit thus the property was placed back on the market and was re-rented on 1/16/The property also has several damages as a result of her tenancy that weren't annotated as preexisting and previous tenant pictures are on file to confirm the damages she was charged for were not there prior to her occupancyWe stand firm in all charges assessed to her account and will provide further documentation if needed/requested The tenant did not fulfill her lease term She turned in her keys on 11/4/and her lease term did not end until 1/31/ She was charged for November, December and half of January rent, cleaning, damages, carpet damage, pest control (fleas), utilities and a re-letting fee (85% of her rent) due to not fulfilling her lease termOriginally the tenant had given notice that she was moving and had found another tenant to take over her lease The person she found filled out the rental application but never returned with the security depositSince she did not find a replacement to take over her lease, she was held responsible for the remainder of her lease term.Very Respectfully, Brandee LCamp, Office ManagerLone Star Realty & Property Management, Inc[redacted] ***, Killeen, Texas 76542Phone: ( [redacted] | Fax: [redacted] www.lonestarrealty.net

Our office received a certified letter from Ms. [redacted] regarding her deposit reconciliation. Our inspections department immediately responded via mail, to the forwarding address on file, on 9/27/16 disclosing the name and address of the person now in possession of any funds she was charged for and is... now disputing. Typically, our office would conduct the research on an owner's behalf; however, this property was a management termination and is no longer in our inventory of homes. Ms. [redacted] is correct in stating she signed a lease in our office; however, her lease agreement is not with Lone Star Realty as we are the intermediary. On page 1, paragraph 1 of her lease, it states her contract is between herself and the property owner, not Lone Star Realty. Although Ms. [redacted] states she left the home in pristine condition, there was indeed a stale cigarette smoke smell during the time of the move out inspection. Also, Ms. [redacted] admitted to the property owner during a personal visit to their home earlier in the year that she smoked inside their home. Smoking is not considered normal wear and tear and any fees associated with the cost of ridding the smell or any other damages are strictly the responsibility of the tenant. On September 28, 2016 Ms. [redacted] called into our office and spoke with our Office Manager, who provided her again with all information she requested regarding who she would be disputing any charges with so we find it disheartening that she would fabricate an untrue complaint to your office. She then stated she was working out of state and hasn't been home so she wasn't entirely sure if she'd received the packet we mailed to her with the information she states we never provided. She was never advised to pursue legal action by anyone in our office; however, she stated she would be suing whomever was responsible for her security deposit if she didn't receive it back in full. She began asking if she could sue for the $400.00 a day loss in wages she would incur if she decided to take the homeowner to small claims court and was advised that we cannot offer legal advice and to seek counsel for clarification. Lastly, as previously stated Ms. [redacted] was not only provided all requested information in writing, but via phone as well. Our office stands firm in all statements made.

Complaint: [redacted] I am rejecting this response because: What I asked for was not givenI will break this down per charge after proper documentation that proves that I didn't do an item and the company did than I will make arrangements to payReinspection fee due $I will pay due to not being there for the inspection Cleaning $I had professional cleaning done and have pictures, I would like an itemized list of things that were cleaned by the company Carpet cleaning $I had the carpet cleaned professionally and have pictures I would like pictures from company proving what they cleanedAcc depreciation of carpet, $if the carpet were cleaned by me and then by the company how do I get charged a cleaning fee, did the company replace the carpets? exterminator service $this was done and no where in the lease does it state that proof is neededI want an itemized bill for this service from the company Tenant damage charges $I want an itemized and detail with pictures of all damages that where done and fixedReletting fee $according to the lease agreement this should only be charged if I fail to move in or fail to give written move out notice (which I did give written notice) proof of where I failed this clause electric bill $and water $according to lease can only be charged if I fail to put utilities back in the company's nameI would like proof of this charge by the utility company Collection commission fee $the company failed to notify me by mail, certified mail, email or by phone, this was placed with a collection agency on there own accord I will not paySo I would like picture and copies of all bills and itemized of all damages, everything needs to be detailed down to the pennyI would like this with in days of the company being notified by the Revdex.comIf failure to provide any portion of this information or documentation, I expect the company to update the credit agency for removal or proper documentation to my credit report Regards, [redacted]

LONE STAR REALTY& Property Management, Inc[redacted] ( [redacted] ***September 15, 2017Property address: [redacted] Dear [redacted] :I have reviewed your dispute and the findings are as follows:Cleaning: I have provided a few pictures of the property to show cleaning was neededThis charge will stand.Re-inspection Fee: Per the Move Out Cleaning & Procedures Addendum: You will be charged a re-inspection fee if you fail any part of the inspection that requires a contractor/vendor to come out to perform a service you were responsible for I have enclosed a copy of the Move Out Cleaning & Procedures AddendumThis charge will stand.Repairs: The only thing you annotated on your mocondition form is scuffsYou were not specific or detailed as to where the scuffs are located This charge will stand.Accelerated Depreciation: Carpet stains are not considered wear and tearCarpet stains are considered negligenceThese stains are present due to your occupancyThe location of the stains warranted the full charge of replacement for the rooms they are locatedInstead I opted to only charge you depreciationThis charge will stand.Pest Control: You were charged for a pet violation during your residencyYou are responsible for pest control if at any time you have a pet at the propertyPer the Move Out Cleaning & Procedures Addendum: Pest Control: You are required to have the property professionally sprayed for fleas upon move out if you had or have a petIf a receipt is not provided at the time of move out we will have this service completed at your expense Carpets must be cleaned before this treatment is conducted You will responsible for the cost of pest control service if pests are found in the property at the time of move out (roaches, fleas, ticks)This charge will stand.Landscaping: Per your lease contract ParYard MaintenanceUnless Parsays otherwise, you will be responsible for and pay for the following items: mowing and edging the lawn and maintaining all plants, trees, shrubs, etc.; watering the lawn and other vegetation; keeping the lawn, flowerbeds, sidewalks, porches and driveways free of trash and debris; and fertilizing lawn and plantsYou were charged for the dead/missing bushes and grassI have enclosed picturesThis charge will stand.I trust this letter has clarified your questions about your charges.Sincerely, [redacted] Property InspectorLone Star Realty & Property Management, IncOffice: ( [redacted] Ext***Please see attached