ComplaintsforKeaty Real Estate, LLC

• Initial Complaint

  07/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Please see supporting documentation. We seek relief for the lost value of the rental income. Thank you!

  Business response

  08/01/2024

  Items 1-2 -- ******* was under the assumption that Mr. ****** wanted to bring a couple people through the house before the closing to see if they may be interested in renting the property. Although this isn’t best practice, she didn’t see the harm. It wasn’t until the day before, when Mr. ****** mentioned that 23 people were lined up for an “open house”, that she realized what he was trying to do. At that point, she talked to her manager about the situation and he advised her to check with the listing agent because it would not be wise to have all of those people in a house that he doesn’t own yet. She did indeed say that she would do an open house for him after he bought the house. But he fired her in writing before she could do so. 
  
  
  Item 3- no one at Keaty Real Estate “promised” to place tenants in Mr. ******** properties. ***** told him that we had leads in our system that were looking for similar properties. ***** also told him that we would list the property for rent through our property management department at no charge to Keaty. Mr. ****** wanted to sign a 10 day listing agreement.  *** *****, manager of the property management department warned Mr. ******, that 10 days may not be enough time to find tenants yet he insisted on only signing a 10 day agreement. We collected six leads during that time and were unable to successfully contact them. *** also forwarded those peoples’ contacts to Mr. ******.
  
  
  Item 4- we are sorry if Mr. ****** did not understand some of the forms or the language on any of the paperwork. ******* sent an email on April 9 at 6:54 PM to Mr. ******, giving a recap of what each Keaty form entailed. He signed everything willingly and was eager to work with us. He only started questioning language in documents when he had a change of heart and he decided he did not want to purchase two properties, and started to look for a way out of the deals.
  
  
  Item 5- Mr. ******** claims that we have not honored our fiduciary responsibilities to him are baseless and false. ******* advised him at every turn of all three transactions to the best of her abilities. After reviewing all of the correspondence, we believe nothing ******* advised or communicated to Mr. ****** is against the rules or a violation of anything in NAR’s handbook. 
  
  
  Item 7- Mr. ****** has been harassing ******* *******, as well as Keaty real estate and their property management department for weeks now. Mr. ****** sent a text message to ******* on a random afternoon with a marker of his location placing him near her house. That’s what prompted the cease and desist email from *** the broker.
  
  
  To recap, ******* is one of our best agents and Keaty Real Estate has over 600, 5 star reviews on Google. We have been a locally owned and operated business for 20 years and have a great public reputation. ******* did her best to make sure all three deals got to the closing table for Mr. ******. When he decided he didn’t want to purchase two of the houses, she told him what could happen if the seller chose to take legal action due to him violating the contract. *****, *** and property management did their best in the limited amount of time to find him renter leads at no expense. As with all of our deals and clients, we did everything we could to ensure a smooth transaction and a happy client.
  
  

  Business response

  08/05/2024

  It is clear that our previous responses have not been satisfactory. In light of this, we aim to provide a final, comprehensive response, adhering to ethical standards as set forth by the Louisiana Real Estate Commission (LREC) and the National Association of REALTORS® (NAR).
  
  Item 1-2: Alleged Open House Incident
  Ms. ******* acted under the assumption that your initial request involved a few visitors. Upon learning about the larger scale of your plans, she consulted with her manager and took appropriate steps by checking with the listing agent, as such an event could present liability issues. The communication and subsequent actions were in line with professional standards. While you claim that she failed to follow best practices, we believe her actions were prudent given the circumstances.
  
  Item 3: Rental Leads and Listing Agreement
  Our records indicate that Ms. ***** advised you of the potential limitations of a 10-day listing agreement. While we regret any miscommunication, our intention was to assist you in finding tenants within the constraints you provided. We forwarded the leads we gathered to you, though we understand that you may not have received them as intended. We stand by our team's efforts to provide service within the parameters you set.
  
  Item 4: Explanation of Agreements
  Ms. ******* provided a detailed recap of the forms via email on April 9 at 6:54 PM. Our team consistently strives to explain all contractual agreements thoroughly, in accordance with the NAR’s Standard of Practice. We regret if there were any misunderstandings, but we believe reasonable efforts were made to clarify the nature and terms of the agreements.
  
  Item 5: Fiduciary Responsibilities
  Ms. *******’s guidance and advice throughout your transactions were in compliance with the ethical standards set forth by the NAR and LREC. We believe there has been no violation of fiduciary duties. Any perceived shortcomings were addressed to the best of her professional abilities.
  
  Item 7: Alleged Harassment
  The cease and desist request was based on communications that Ms. ******* perceived as invasive. While you may view this differently, our decision was made in the interest of our agent’s safety and well-being. We maintain that our actions were justified and necessary.
  
  Conclusion
  We have provided detailed responses to these complaints and stand by the professionalism and integrity of our team. It is our position that no further engagement on this matter will be productive. We have complied with all relevant legal and ethical standards throughout our interactions.
  
  We wish you the best in your future endeavors. This serves to conclude our correspondence.

  Customer response

  08/07/2024

  
  Complaint: 22062729
  
  I am rejecting this response because: (i) the Keaty Team has doubled-down on falsifiable claims, (ii) failed to produced any of the critical documentation needed to their case, and (iii) provided further evidence that they cannot be bestowed public trust.
  
  Sincerely,
  
  ******** ******

  :::::::::::::::::::::::::::::::::::::::::::::::::

  Keaty Response II: It is clear that our previous responses have not been satisfactory. In light of this, we aim to provide a final, comprehensive response, adhering to ethical standards as set forth by the Louisiana Real Estate Commission (LREC) and the National Association of REALTORS® (NAR).
  
  ******** RESPONSE: There is nothing new to Keaty’s latest response. 
  
  In the first BBB rebuttal, ****** publicly contested the claims of the Keaty Team and requested corroborative evidence for Keaty’s various assertions.  None of the requested documentation has ever been provided. Instead, the Keaty Team simply parrot familiar falsehoods. Let us all review.
  
  ::::::::::::::::::::::::::::::::::::
  
  Item 1-2: Alleged Open House Incident. Ms. ******* acted under the assumption that your initial request involved a few visitors. Upon learning about the larger scale of your plans, she consulted with her manager and took appropriate steps by checking with the listing agent, as such an event could present liability issues. The communication and subsequent actions were in line with professional standards. While you claim that she failed to follow best practices, we believe her actions were prudent given the circumstances.
  
  ******** RESPONSE: Keaty’s response is superficial nonsense. 
  
  ******* failed to liaise with either the listing agent (a basic duty) or a manager (a patchwork solution in the absence of any expertise) until the very day of the event. ******* knew about the entire event for weeks and did nothing. She failed in her REALTOR duties. ******* was even enthusiastic about the number of attendees for the event, replying (May 17th, 2024), “Oh wow lol k! I don’t think we’ll get in trouble. I don’t see why we would.”
  
  The event was planned for weeks. ****** sustained damages from the Keaty Team, which they never contested. The only new measure in evidence here is that the Keaty Team now calls the entire event “alleged”, which we all know isn’t true.  The Keaty Team is even bad dishonesty.
  
  See Appendix A attached, where the Keaty Team discredits their own assertions. 
  
  :::::::::::::::::::::::::::::::::
  
  Item 3: Rental Leads and Listing Agreement. Our records indicate that Ms. ***** advised you of the potential limitations of a 10-day listing agreement. While we regret any miscommunication, our intention was to assist you in finding tenants within the constraints you provided. We forwarded the leads we gathered to you, though we understand that you may not have received them as intended. We stand by our team's efforts to provide service within the parameters you set.
  
  ******** RESPONSE: ****** contests having ever received a warning that ten days was insufficient for the Keaty Team’s search. ****** also contests having ever received leads from the Keaty Team. ****** requested evidence to the contrary, which the Keaty Team has failed to produce, again. 
  
  Two of two documents needed to save the Keaty Team credibility are missing (0/2). Proof that the Keaty Team has been untruthful in their claims is attached from a June 12th, 2024 exchange here (Appendix B).  Since June 12th , Keaty has been unable to locate their missing documentation. 
  
  ::::::::::::::::::::::::::::::::::::
  
  Item 4: Explanation of Agreements. Ms. ******* provided a detailed recap of the forms via email on April 9 at 6:54 PM. Our team consistently strives to explain all contractual agreements thoroughly, in accordance with the NAR’s Standard of Practice. We regret if there were any misunderstandings, but we believe reasonable efforts were made to clarify the nature and terms of the agreements.
  
  ******** RESPONSE: No such explanatory emails exist, and so, the Keaty Team has not supplied their required documentation.  The April 9th email to which they refer is attached here by ****** (Appendix C). None of the details or terms of any contracts, apart from the agency agreement (Client-Realtor) are ever described. ******* doesn’t list the documents needed for a real estate transaction, nor detail the phases of an ordinary purchasing process, nor describe the purpose or fate of promissory money, nor anything else. She failed in her REALTOR duties. 
  
  That’s three of three missing documents in this item from the Keaty Team, one for each of the various sales processes. Add one failure to convey the nature of a rental marketing agreement, and the Keaty Team is a whopping 0/4 on Item 4, coincidentally. 
  
  The Keaty Team has added some healthy dashes of dishonesty about the contents of *******’s April 9th 2024 email too.
  
  So, no, the Keaty Team cannot be said to be following the NAR Code of Ethics. Moving on. 
  
  ::::::::::::::::::::::::::::::::::::
  
  Item 5: Fiduciary Responsibilities. Ms. *******’s guidance and advice throughout your transactions were in compliance with the ethical standards set forth by the NAR and LREC. We believe there has been no violation of fiduciary duties. Any perceived shortcomings were addressed to the best of her professional abilities.
  
  ******** RESPONSE: There’s not much needed to address this point. The evidence provided by ******, using *******’s own messages and emails, is incontrovertible. *******, *** Keaty, and the entire enterprise is likely in need of forensic auditing. 
  
  ****** is CCing the cognizant administrators of the local NAR board (called RAA), which appear as though they might have been collaborating/colluding with the Keaty Team to make this circus possible. Only time will say, but the evidence presently against the RAA is more circumstantial. 
  
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  Item 7: Alleged Harassment. The cease and desist request was based on communications that Ms. ******* perceived as invasive. While you may view this differently, our decision was made in the interest of our agent’s safety and well-being. We maintain that our actions were justified and necessary.
  
  ******** RESPONSE: *** Keaty and ******* asked to stop receiving updates on their NAR, BBB, and LREC cases on June 26th , 2024. Why? Well, Keaty and ******* both claimed that ****** made an unannounced “visit” to *******’s home. The pair further said that ****** sent a photo of ******** GPS location home “outside” of *******’s home. See Appendix D.
  
  ****** requested the image, date, and time of the alleged visit the following day (June 27th, 2024). ******* and Keaty did not respond. You are free to wonder why. 
  
  In their revised narrative, Keaty and ******* told the BBB that ****** was “near” *******’s home on some “random” afternoon (revised story received on Aug 3rd 2024 by ******). “At” became “near” in their dynamic tale, and the date became some “random” afternoon. At least we all know that it’s a daytime imaginary event now. 
  
  ****** requested the details for the alleged events again (Aug 5th, 2024). ****** has, in effect, called Keaty and ******* unskilled frauds, in front of the BBB, the NAR, and the public. Why so harsh an accusation? Because Keaty and *******e have attempted to curry favorable terms with the NAR, by using their imaginary event to cease their ethics review process. Now, both Keaty and ******* have far bigger problem than breaching some tedious NAR guideline/s. 
  
  To date, *** Keaty and ******* still can’t figure out a time or date for their fantasy event, and no image or text has ever been supplied. With so much at stake for their paired futures together, why on Earth would anyone withhold this evidence? 
  
  Anyhow, two more bits of corroborative evidence were requested from the Keaty Team in Item 7. Neither were provided (0/2).
  
  ::::::::::::::::::::::::::::::::::::
  
  Conclusion: We have provided detailed responses to these complaints and stand by the professionalism and integrity of our team. It is our position that no further engagement on this matter will be productive. We have complied with all relevant legal and ethical standards throughout our interactions. We wish you the best in your future endeavors. This serves to conclude our correspondence.
  
  ******** CONCLUSION: The Keaty Team has been asked for substantiating emails, images, times, dates, or quotes. They provided none whatsoever (0/8 or 0%). Zero of eight critical documents missing (0/8) is not a good record.  Whipsawing from fictitious claims of ******** prowling, to missing contract explanations, to renter-leads that may never have existed, ****** cannot provide the Keaty Team a ringing endorsement.
  
  REALTORS are easy to find. Readers have choices. Pick a place other than Keaty Real Estate. And if your REALTOR ever makes you feel uneasy, or does something unseemly, fire them, and get a new one. ****** did. 

• Initial Complaint

  07/31/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Below and attached is what we sent Ms. S********** on 7/11/23. We have not received a response from either she or her client. We were hoping they would do the right thing and pay the full amount of $10,278. They haven’t even offered to pay a portion of the bill. They have now forced our hand to take it further. Please see the attached letter and additional documents re: the water supply/pressure issue at *** ********. Neither you nor your client, the H********, failed to disclose this issue at any time. Had we known of this issue, we would have passed on this house as the repiping cost is significant.

  Business response

  08/02/2023

                                                                                                                          August 2, 2023
  Alyson S**********
  Keaty Real Estate
  350 Doucet Road
  Lafayette, LA 70506
  
  
  Gary and Ann G*******,
  
  
  We are so sorry to hear of your current issue with the water pressure at *** ******** and equally sorry you feel there were deceit and negligence involved. That is certainly not the case.
  
  I have attached the inspection report from when the H******* first purchased the home. Though there were a great many items to be taken care of, the water pressure throughout the home was tested and given a letter grade of "A". In the years that the H******* owned the home, they did significant upgrades and improvements to many systems and areas of the home. One of the upgrades being a guest bathroom remodel. For that remodel, a contractor was hired and Tim W***** was the licensed plumber to carry out the work and, during the course of the improvement, suggested an additional pipe that would add pressure to water. This quote was requested and received and both the quote as well as a screenshot of the related communication is attached. The H******* moved forward with the recommendation and were satisfied with the work of the contractor and plumber.  
  
  And finally, attached is a copy of the inspection report from the inspector who was hired to conduct your buyer’s inspection. There is no mention of or reference to the water pressure being subordinate.
  
  The requested number of due diligence days requested by the buyer in the Purchase Agreement were given and many of the final requests of the buyer were granted by the H*******. All parties involved in the sale of *** ******** were above board, honest, and transparent. And again, we regret your current experience with a problem of low pressure as well as your belief that you were deceived in some way. We wish you a quick resolution.
  
  
  Sincerely,
  
  Alyson S**********, Realtor
  Keaty Real Estate
  

  Customer response

  08/03/2023

  
  Complaint: 20392888
  
  I am rejecting this response because: The response provided by Ms. S********* does not resolve the complaint, it actually validates our points and concerns. Whether or not she or her clients intentionally withheld information concerning inadequate water supply (pressure) is not the issue. The fact that it exists and has existed from the moment we purchased the house is indisputable. Too be honest, it would be beyond explanation that the H********** did not recognize a decreased water flow when two or more sources were being used simultaneously. This issue did not arise the moment we closed on the house. Providing an inspection report from eight (8) years ago proves only that there was no issue at that time. We are not saying there was a problem when the H******** purchased the house. In the response to the inspection in the lead-up to our purchasing the house, we read the report just as you did. Just because the inspector did not notice/note the issue doesn't mean it didn't/doesn't exist. If fact, if you read the two inspections, it is clear they are different in both scope and detail. Regardless, the inspector used in our purchase, we allege, should have noted this issue and they did not. This is something we are pursuing. Most telling in Ms S*********** response is that it validates our complaint. The H******** hired Mr. W****** as a plumber, to do a bathroom remodeling. The response states that M.W***** suggests a new water line from the meter to the house to increase water pressure and the H******** agree. If that is how the scenario played out, fine. But that means that either, in the course of his work, Mr. W***** noted poor pressure or that the H******** knew of poor pressure and asked Mr. W***** if anything could help rectify the poor pressure. It was $732.63 for the new line. In our thinking, no one contracts for unneeded work. It also begs the question as to why a plumber would, after being contracted for another totally different matter, would try and 'sell' something if there was not an issue. We have spoken to other plumbers; the internal house has 1/2" lines, original to the house,  that are likely clogged with sediment and build-up hence creating a water flow/pressure issue internally. We do not know why if there was no water pressure issue a new line would be run? This is not a new issue that surfaced in August of 2022. How long the H******** lived with poor water supply/pressure is unknown, but it did not develop over night. It is likely that because no issue, apparently, existed eight years ago, it developed over time. It may have been something that was overlooked except for the fact that the response we received bears-out the H********  knew. Having work done that could not correct the issue was not disclosed in the closing paperwork or at closing. There was, and remains an issue and we were not told.

  
  Sincerely,
  
  Ann G*******

  Business response

  08/08/2023

  During the due diligence period, the G******* conducted a meticulous home inspection of the property. Subsequently, they presented a list of 13 items that raised concerns for them. Among these items, the G******* requested a video scope, which was not included in the list of eight items the H******* agreed to address in their inspection response. (See property inspection response) Ultimately, the G******* chose to proceed with the purchase, indicating their willingness to move forward despite the unresolved video scope request.
  It's pertinent to highlight that the G******* had the option to commission an independent inspection of the sewer line during the due diligence period, an expense they opted not to undertake.
  However, this is not relevant because the G******* complaint pertains to a water supply line issue and not the sewer line. 
  The H******* maintain their assertion that they neither experienced nor concealed any instances of problematic water pressure. The available evidence from a series of inspections and the H*******' ownership history substantiates their position.

  Customer response

  08/13/2023

  
  Complaint: 20392888
  
  I am rejecting this response because:
  
  

  As Ms. S********** and her client said she is bringing up other issues that have nothing to do with our complaint. We also had every right to ask for the scope of the pipes and in fact we did pay to have the pipes scoped because less than a month of living in the house the master bath toilet backed up. 

  It is unfortunate that people don’t do the right thing especially since the plumber we hired was the same plumber the H******** used and he told us that he told them that the new piping needed to be done and showed us pictures of the work he did do to the house. We are going to have the work completed because we cannot in good conscience leave this issue for the next buyer and/or not disclose this information. 
  
  Sincerely,
  
  Gary & Ann G*******

• Initial Complaint

  07/14/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have left several messages for the property manager to call me back and she refused to. When I called her to discuss my concerns I was belittled and treated with little to no respect about my concerns. I then asked for someone higher up to call me back and she stated that was my landlord. I asked for him to call me back and I was given a sneer response and was told by Amy the property manager “I will let him know but he probably won’t call you. Just saying” I need to speak to my landlord directly. The treatment by this agency is unacceptable.

  Business response

  07/17/2023

  We received 1 message from this tenant after hours one day last week.  According to our phone records, that is the only call that we received from this tenant until Friday morning.  On Thursday, July 13, 2023, the tenant left the following google review our on website: "I live in Lafayette and have been living in the same condo for 9 years. I never had any issues getting things done/fixed or any complaints until this management team came in and took over. Their service is horrible. I have had maintenance requests that weren’t answered and when there is any kind of concern they treat you like a second class citizen for being a renter. Totally disrespectful in mannerisms they text they don’t call. They bully through texts and emails. I have left messages for Amy to call me back regarding concerns- no call back. I recently said I would be moving out and then in order to renew my last year of renting I got a checklist of what they will charge me for when I move out. It was from regular maintenance things they should have been changing out through out the years to light bulbs, sink faucets, shower heads..list goes on and on. They sent out letters to tenants that maintenance will enter to spray and change filters- the maintenance crews come in throw the filters in my home and leave. They do not even change them out not to mention just recently they came in my home and threw the filter in, left my door unlocked and my gate to my home wide open. I feel I’m going to have to lawyer up when I move out to keep them from charging me for the things they should change out when new tenants move in anyhow! Believe it- I will too!"

  I made a personal note to contact the tenant on Friday, July 14 to see what concerns she had and how we could resolve these issues as she had already signed the lease renewal.  On Friday morning, shortly after 8am, the tenant contacted my office and immediately started with a list of complaints that she had.  I listened to her complaints and attempted to address them however the tenant would not allow me to speak.   She stated that I was not listening to her and addressing her issues and she requested to speak to the landlord directly.  I kindly advised her that generally speaking, this particular landlord does not contact his tenants and requests that we do not provide tenants with his contact information - that is why he has acquired our services - to be the mediator between the tenants and the landlord.  I further advised her that I would let the landlord know that she was requesting a call from but that she should not assume that he would contact her directly.  

  In reference to her complaint regarding our maintenance team - our team changed her AC filter on Tuesday however her dog was not secured in the home (as is a requirement for our team to enter).  As a result, they placed the filter by her door, locked the door and moved to the next property for a filter change.

  After ****** disconnected the call on Friday, I followed up with an email to her outlining and attempting to resolve her issues.  However at this point, I have not received a response from her.  She has signed her lease renewal and it is my understanding from the conversation that we had on Friday that she is unclear about some of the items listed on the move out charge list (see document attached) -  I attempted to clarify some of these concerns for her however she did not wish for me to speak.  From our perspective, we have done what we can to resolve her complaints however this particular tenant has berated our team (office staff and maintenance workers) on multiple occasions.  At this point, we are unsure if there is anything we can do to satisfy this tenant.  

  Business response

  07/19/2023

  On Friday, July 14, 2023, I sent an email to the tenant, ****** ******, as a follow up to our phone call.  In the email, I advised that we are aware that she has resided in the unit before we took over the management of the property and that would be taken into consideration when she vacated the premises.  The list of "move out charges" that she is referring to is attached to all of our leases and lease renewals to advise all tenants of the items that they could be charged for if these items are not in proper working order upon vacating the premises.  I further advised the tenant verbally that when she does decide to vacate the premises, we will speak directly with the landlord regarding any items of concern.  Since the property owner is the one that personally rented the property to her, he will be able to provide us with further information as to the condition of the unit when she rented it many years ago.  As we have attempted to explain to Ms ******, the move out charges are not specific to her - this is a general list that we provide as part of our leases in an effort to ensure that each tenant is aware of the potential charges for items when they vacate.   As a company, we are obligated to provide the same list to every tenant in order to provide full transparency.   In no way, do we or the property owner plan to make any upgrades to the home at the tenant's expense - this is not how our business operates nor is this how the particular property owner operates.  

  At this time, we do not have any outstanding maintenance requests from the tenant.  If there are items of concern, we request that the tenant either submit a 1 maintenance request that outlines each item of concern or she can send an email to [email protected].  Once this list is received, we will get in contact with the owner to see what items he would like to be addressed or what items will be put on hold for the time being.  Please understand that we are not the ones that make decisions regarding repairs - these requests are submitted to the property owner for approval/ denial before we can make any repairs.  

  Customer response

  07/21/2023

  
  Complaint: 20320872
  
  I am rejecting this response because:
  
  In answer to Keaty Property Management’s first response when I reported the incident and this response I have a verbal agreement with the owner of the home and he Has contacted me since our correspondence and he has assured me verbally that I will not be responsible for the items in that list. He has also assured me that if there are any items on the list that need repairing to submit a maintenance request for those items. Keaty property management has a portal that we as tenants use for maintenance requests which they can provide a copy of all requests submitted in the past that were not completed such as cracked floors, fences falling apart around the home, and the smoke detector. I will resubmit to have these things looked at Again for replacement and/or repair. I have not resubmitted anything since talking to the landlord David verbally on July 16th, 2023. I Will once I have the opportunity to. As far as the list goes, David the Owner, not Keaty, has assured me I will not be charged for anything on that list as we had a verbal agreement when I moved in I will state again that the home was never fixed up nor updated nor maintained after the tenant prior to me moved out it was just cleaned therefore it is not my responsibility. He also assured me that I would not get retaliated upon and given a bad reference by Keaty Property Management if I decide to move out.

  I appreciate him calling me back and discussing my issues/concerns with me but at this point I want it in writing that I will not be responsible for anything on this list. The list is broad and not specific and it seems that upon agreeing to it Keaty Property Management can charge for anything and everything they feel to charge for. I.e.: floor damage (I have cracked floors I reported that were never fixed), plumbing, & electrical, & appliances. I have been in the home almost a decade and I feel if Keaty seems it necessary to change out and old appliance for new tenants I should not be made responsible to pay for such items as they were not brand new when I moved in. As far as plumbing and electrical goes- the electrical outlets to all these condos are faulty and have issues which I had reports to Scotty ****** who was the maintenance crew manager a few years back as I had his personal cell phone number. We had a good relationship and he was always available for any concerns/ maintenance issues. With that said, leading into my next topic which is Amy’a accusations of my character being flawed by stating that I have disrespected Keaty’s Maintenance crew on several occasions and staff members that is absolutely Not true. It’s slander as a matter of fact. I have never talked to the new maintenance crew directly and I have only met one other person since Scotty ****** left the company. I was told by Scotty ****** he had left because it was managed poorly by Keaty Property Management on the other hand upon him leaving the company. We were friends I have text message correspondences. I had one maintenance request for my electrical breaker (electrical is always messing up as it is an old unit) I met the maintenance guy at my home at noon for lunch which he was very accommodating for this, I did not get his name but he stated he had taken Scotty’s place and he came in fixed the breaker and then left. We had no other words. So, her accusations are fabricated. I called once before this last call to Keaty to speak to Amy as she was again not returning my calls and spoke to a young girl who answered the phone and she was very cordial and sweet she listens to my concerns and stated she would relay them to Amy. I have not called but twice. So, again, fabricated. I am certain that we can pull up phone records showing only two calls made in my entire 9 years of being in this place made to Keaty. If Keaty records their calls I’m sure they will be able to hear the two phone calls as well. I Did in fact leave a google review after 4-5 days of not hearing back from Amy after having sent a message through the portal stating I needed to speak to someone regarding my home being left unlocked, gate wide open not latched and the filter just thrown on my kitchen floor. I also, did place a call after work on the 3rd day of not hearing from anyone at Keaty but, they were closed for the day so I left a message with the answering team for a call back.   At that point I Did in fact go to google on the 5th day of not hearing from anyone at Keaty and left a review. I am entitled to do so if I am not being treated fairly as a tenant and my voice is not being heard and I am not being called back. That is what it is there for- when you are not being heard. At that point I was feeling neglected, rejected and not heard by Keaty Property Management. I would like to add that I am a person before I am a tenant and I deserve to be treated as such with dignity and respect. If I am met with disrespect/injustice and I am not being heard then someone will hear my voice and here we are. This goes for any establishment that treats people in such ways. I have no ill feelings nor did I ever want this situation to get to this point by no means and it never should have if I had been treated with respect my calls returned and my voice heard and concerns taken into consideration. I am in management as well let me add and I know this is not how to treat people. I return my clients calls, I try to help my clients and sympathize and empathize with them and I relay what needs to be said in a respectful tone/manner if I need to deny any requests. I do not do it with distain and disrespect. Back to my Original request on my last response the only thing I am asking for is to end my lease cordially I spoke to David the owner regarding this matter. I have never had any issues with any landlord or agency in my entire life and I have been renting most of my life as it was at one point in time the cheapest route to go. Renting is no longer the cheapest route to go and quiet frankly if I cannot get anything done or my requests for maintenance are always denied and my voice not heard then it is time to move on to a different location period. Why would I want to purposely cause trouble to Keaty Property Management if I rent? That makes absolutely no sense. I have been assured by the owner that I will not be made to pay for the things on this list and that I can get out of my lease at any pint now if I want to. I did state I would like to stay to finish my lease and I find another place. He stated that would be fine. I am aware that I most likely will not get my deposit back and I am okay with that. I know there are expenses that need to be paid to get another tenant in and I am aware there’s probably going to be things in the home needed to be done such as painting but, all the other things on this list are absurd and I will not agree to.

  I just can’t when the owner and I had a verbal agreement in the beginning on no updates done to this home prior to me moving in and how old this unit is.

  I need that list removed from my lease agreement as I do not agree to it. 

  Sincerely,
  
  ****** ******

• Initial Complaint

  05/05/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  My complaint is for Keaty Real Estate Property Management. I’ve invested a great deal in moving into a new apartment and was not given the proper walk through. My complaints have been dismissed and I was told the owner will not fix anything else. Aside from cleanliness, etc., I am uncomfortable with the conditions of the bedroom window, it’s missing the 2nd sliding double pane & has only the top half. The pane on the bottom right is broken with glass inside & outside next to the AC. I received keys on May 1 and complained to them of clogged bath drain, no hot water and the left side of the kitchen sink would not produce water & the broken main bedroom window. On May 2, I had to leave work to meet the maintenance worker, he unclogged grout from the shower drain and snaked it. He recaulked the exterior of all windows & baseboard, noting that the work before was unsatisfactory. Finally, at 4:39pm on the same day a walkthrough check list was given to me with instructions noting that it should have been completed before the move in date. The process has been hurried and my legitimate complaints handled unprofessionally and dismissively. At times, the property management company has been responding with false or opinionated responses rather than seeking answers to my questions. I have been told about my character stating that I have too high of expectations and not allowed to speak with the property manager. After giving a pet fee of $400 on May 1, I asked about the pet addendum that states pets must always be kenneled indoors when I am not present. I would not have paid for her to stay had that been explained to me. Yesterday at 8:30am I was told I can leave but must make a decision by noon today and turn in keys by 5pm. I have invested many hours, $360 in moving cost as well as the various deposits. There are just some of the major issues. My requests are legitimate. What protections do I have? If I left, which deposits am I entitled to? Please advise.

  Business response

  05/31/2023

  Hello,

  Because the property did not meet the expectations of the tenant, the property owner has agreed to release the tenant from the lease and refund her full deposit, pending an inspection of the property upon move out.  If the property is returned in the same condition that it was given to the tenant in, the owner will refund her deposit and full pet deposit.  Thank you,

  Customer response

  06/03/2023

  
  Better Business Bureau:
  I have reviewed the response made by the business in reference to complaint ID 20021839, and find that this resolution is satisfactory to me, unless they try to say that the damages that were already there were caused by me. I have photos of it all and actually left it in better condition than it was given to me. Thank you for all the help!  
  Sincerely,
  ***** ******

• Initial Complaint

  08/05/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I was living at ***** ******* ***** ********** *********. And when I was ready to move out I gave a notice to vacate on June 13, 2022. I stated that I would be moved by the last day of my lease agreement on July 31, 2022. On June 30, 2022 I paid rent in full of $705. I moved my things out of the apartment and was finished by mid July. Since I paid rent in full and fulfilled my financial obligation to K****. I decided to go ahead and turn the keys into the office just in case they wanted to prepare the apartment for the next tenant. Then August 2, 2022 - K**** Real Estate send me a letter that detailed the charges assessed after my move out. One charge was $500 for moving out early. I just don't understand how I can be charged for turning in the keys early. The rest of the charges I accept but not $500 for turning the keys in. I thought I was helping since I paid the full month rent. I looked through the lease and didn't see anything that state a charge could be incurred for turning in the keys early. K**** was not out any money because I paid my lease in full and on time. I contacted K**** to discuss the matter and the person on the phone at the Board Road office was very rude. I called immediately after receiving the email and they had already sent it collections. She would not talk about said that I have to take it up with collections. Collections said they can can change the fees listed. It does not seem fair that they can charge $500 when they are not out any money.

  Business response

  08/10/2022

  The tenant was not charged $500 for turning the keys in early.  The tenant forfeited their deposit of $500 because they moved out prior to the expiration of their lease.  This decision was made by the owner of the property based on the tenant not fulfilling their contractual obligations based on their lease.  The lease end date was July 31, 2022 and the keys were returned on July 18, 2022.  The owner of the property stated that had the tenant advised us that they would be moving out early, different arrangements could have been made.  However, since the tenant did not provide an early move out request and vacated the premises prior to the expiration of their lease the owner has advised that their deposit has been forfeited.  In addition, there was a substantial amount of damage done to the home - this $500 deposit was applied to the cost of the repairs (the total repairs cost over $1300 however the property owner applied the $500 deposit to these repairs).

   

  Should you need any further information, please do not hesitate to contact me.  

  Customer response

  08/11/2022

  
  Complaint: 17676247
  
  I am rejecting this response because: I am willing to pay for any damage to the apartment. However I do not agree with being charged $500 for turning the keys in early. The lease was paid in full and K**** was not out any money. According to the list of charges submitted by K****, it shows a $500 charge for turning the keys in charge. In my opinion, this is theft. How can this be legal? I turned the keys in early because I thought I was helping K**** out, because the lease was paid in full. 
  
  Sincerely,
  
  ***** ******

  Business response

  08/24/2022

  As stated in our original response, the tenant was NOT charged $500.  The owner advised that she forfeited her deposit of $500 because she did not fulfill her contractual obligations based on her lease end date.  This was a decision made by the property owner because the premises were vacated prior to the expiration of the lease.  The $500 deposit was then applied to the extensive damage that was left once the tenant vacated the premises.  

  Business response

  08/25/2022

  Good morning,

  Because the deposit was an "owner held" security deposit and not held by the management company, it has to be listed as a charge in order to reflect the forfeiture of the deposit.  While we understand that this may be confusing, we have explained this in extensive detail to the tenant when she contacted our office regarding this matter.  Please understand that she was not charged an additional $500 - it is simply a deposit forfeiture in which the owner held the security deposit.  If you review the disposition letter, the credit for the $500 owner held deposit and the $500 deposit forfeiture will cancel either other out, therefore the balance owed is $844.20.  The tenant has paid a payment via the collections department for a portion of this balance.

  If you have any further questions, please do not hesitate to call my office directly at ************.  Thank you

  Customer response

  08/25/2022

  
  Complaint: 17676247
  
  I am rejecting this response because: I don’t understand what the $500 charge is for. My lease was paid in full. When I called the office, they told me since I turned in my keys early and exited the apartment, I violated the lease (even though I paid July 2022 in full). I read the lease and it does not state that turning the keys early means you get charged $500. 

  K**** Real Estate was very rude when I called the office to ask about the $500 charge and told me to take it up with collections. And now if I don’t make a payment, my credit rating will go down. This is not good business practice. I just don’t understand why I got charged $500. 

  
  Sincerely,
  
  ***** ******

  Business response

  09/15/2022

  Please see the updated disposition letter for ***** ******.  Jim K**** has made the decision that we will override the property owner's decision and remove the $500 from the disposition letter as we do understand where the confusion can come from.  We have updated the disposition letter and provided a copy to the consumer via email. 

  We also wanted to make sure to provide you with the photos from her move out inspection showing the substantial damage that was left in the unit once she vacated.  Please see those photos attached.

  Please also note that there is an error on the disposition letter.  The letter stated that we charged $5 for the "wall repair" however it should have been $500 (see photos of damage).  We have made the decision not to adjust the original disposition letter as we believe the consumer would feel that this would be unethical.  We do believe that this is where all of the confusion originated and unfortunately we did not catch this error until today.  In a good faith effort to the tenant, we will leave the disposition letter as is attached below.  

  Should you have any further questions or need further clarification, please do not hesitate to call or email me.  

  Thank you for your time.

  Customer response

  09/15/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 17676247, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  08/24/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  After attempting to hold me responsible for pre-existing damage and claiming I owed $82.87, ***** ***** emailed a corrected Deposit Disposition on July 29th reflecting a refund due of $245.50 from Keaty Real Estate. She allegedly mailed the check to my current address on July 30th. I called on August 12th regarding the check, confirmed my address, then requested to pick-up in office because I had not received it. Ms. Kelly refused my request and had the receptionist relay to me they cannot re-issue my funds because they cannot stop payment of the undelivered check within 60 days after issuing, and that I'd just need to wait. I believe that is a lie and am concerned I will never actually receive the funds. I simply want the refund that is due to me without all this hassle. It's been almost two weeks since the last conversation and I have not received anything from Keaty Real Estate. Please help.

  Business response

  09/07/2021

  To Whom It May Concern:
  
  ***** ******* was a previous tenant of ours that vacated the premises of 114-D Country Lane Lafayette, LA 70508 on July 8, 2021. Upon her move out inspection, damage was noted and reported to the property owner. The property owner advised us to hold the tenant responsible for the damage. Upon receiving the letter advising that she owed money, ***** ******* contacted our office to dispute the charges. The tenant was able to provide photo proof that the damage existed upon her move in. After we provided the property owner with this documentation, he agreed not to hold her responsible for the damage in question.
  
  On July 29, 2021 our office issued a refund check to ***** ******* in the amount of $245.50. The check was mailed that day to her new address provided. The tenant contacted us on August 12, 2021 stating that she had not received her refund. She requested that we stop payment on this check and issue her another refund check. Our office advised that we were not able to do so at this time due to the mail taking longer to arrive at its destination. Our bank has previously discouraged us from issuing stop payments for at least 60 days after the initial payment is mailed. We relayed this to the tenant who then got upset because she wanted her payment immediately.
  
  This is money owed to the tenant from her initial security deposit and we want to make sure to get it to her as quickly as possible. We have advised her that if she does not receive her refund check by September 28, 2021 we will contact our bank to issue a stop payment and reissue the check to her. This is her money and it is owed to her - we want to make sure she gets it. However, we have to ensure that we are also following our banks advice in issuing a second check.
  
  We will ensure that these funds are given back to the tenant. If she has not received her refund by September 28, 2021 we will contact her and make arrangements for her to pick up a check at our office. We assure you that this situation will be resolved as soon as possible.
  
  Please do not hesitate to contact me if you have any additional questions.
  
  Keaty Real Estate Property Management
  

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