Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/20/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I fulfilled my twelve month financial obligation with this property and they are refusing to refund my full deposit. They required a 120 Notice to Vacate. I signed the lease August 2021 and sent the Notice to Vacate in April because lease ended in July. I physically moved out of the unit in May 31st, due to moving out of state, but fully fulfilled my financial obligation through July. After about a month I called about my deposit and I was told to write an email to: "management@leasetexas" bc they refuse to talk to me on the phone. They finally wrote me back with charges. They charged me $150 - Touch Up Paint-hall, breakfast area and trim (I have photos) & $134 - Replace 4 drip pans, 4 light bulbs and 1 a/c filter. Ridiculous! I sent 21 pictures and a video proving the unit was left in better condition than when I moved in. All light bulbs were working and I purchased and replaced the filter and drip pans. I have receipts, pictures and a video. After waiting for months for a response, they finally responded and agreed to remove the $134 charge. It would take them weeks and sometimes months to respond so I stop fighting the 2nd charge and reluctantly agreed to $150. At this point they owe $350. About a month later they send me a check for $134. I reached out to let them know via phone, but they refused to speak to me on the phone, to let them know there must have been a mistake because they sent me $134 instead of $350. Someone finally responds and says they will check into it. I have called and sent several emails since and no one will respond. That was in November, its now Feb. It's sad that a company would take advantage of people this way. It was very unprofessional and I wouldn't advise anyone to do business with them. They were paid in full and on time every month. Never had any complaints on me. They made up charges to justify keeping my deposit and refuse to talk to me afterwards. At this point I want my full refund/balance of $366 owed from my deposit.

  Business Response

  Date: 03/03/2023

  I have tried to upload the information for our complaint. It will not allow me proceed. Can you please let me now how I can get these taken care of. Thank you ************ ******************;

  Business Response

  Date: 03/07/2023

   

  Response to BBB Complaint #********

   

  The tenant is reporting that they fulfilled their 12 month lease and that is correct. They did give us notice on April 5, 2022 See below with a date vacating May 31, 2022. Their lease did not end until July 7th 2022 so we reached out to them to let them know that they would still be responsible for their lease until July 7th and if we could get the new tenants in sooner we will try to do that as well. 

   

  At this time we let the tenants know that they would not have to clean the carpets because the owner was going to replace the carpet in the unit. It is required that the carpets be professionally cleaned on move out and since we knew the owner was going to replace the carpets we passed this information along. 

   

  

   

  We charged a move out cleaning fee of $266.66 and we have attached the invoice below. 

   

  In looking at the move out pictures you will see that the home was not cleaned before move out. 

   

  Misc items were left behind to include moving boxes, bags in drawers and other items in the closet. We did not charge the tenants a fee for the removal of items however this could have been added to the move out charges.   

   

  

   

   

  Touch up Painting of $150.00. Invoice attached. The home had lots of scuff markings on the walls that were done by the tenants. We only charged the tenants for the touch up painting in the hall breakfast area, hall and for the trim.

  

   

  Move out instructions were sent out to tenants regarding the move out process on 4/5/2022. Below you will see it was posted to their portal and we also sent a copy out via regular mail. 

   

  We send the move out instructions prior to move out so that our tenants will know what we are expecting at move out. 

   

   

   

  

   

  

  

   

   

  

   

   

   

   

  The tenant is claiming that we made up the charges which is untrue. All of the invoices were paid by the owner of the property and the invoice is included in this email. 

   

  We have been trying to work with the prior tenants regarding their move out charges. When it comes to move out charges they are required to put them in writing per their lease agreement. This process works best since during the move out process our office can get extremely busy with move out questions. 

   

  They disputed the charges for the replacement of light bulbs, drip pans and a/c filter and as you will see below these items were replaced however we did make an adjustment for that. 

  

   

   

   

   

   

   

   

   

   

   

   

   

  *******************

  Director of Property Management 

  ***** PRIME REAL ESTATE / BLUE

   RIBBON PROPERTY MANAGEMENT

  Customer Answer

  Date: 03/08/2023

  Complaint: 19429914
  
  I am rejecting this response because: This is the first I've heard of a $266.66 cleaning fee. We have absolutely no correspondence on anything of such. I have the email where you agreed to remove the $134 charge and I agreed to pay $150. I paid a deposit of $500, and if I'm being charged $150, you owe me $350. I would like to know why would you send a refund of $134 and stop responding? At this point, if I agreed to the $150 charge, you sent a check for $134 I am still owed $216. I want to know why you as a company feel the need to keep my money! If your company is doing that bad to scam people out of their deposit, you should not be in business. I uploaded several pictures proving that the apartment was move in ready and your company had to do nothing for the next tenant. Again, you are making up charges to keep my deposit and I don't understand why. The numbers don't lie, but clearly your business does.
  I would also like to address the fact that we did discuss my moving out early, you also lied and told me that you would move someone in before July 7th. I kinda figured that was no good because it was never in writing. Yet you're here admitting it and for what!  There were people in and out of unit daily, for months, looking to rent. When it was close to the time for me to leave, I came into your office because there was no communication on if you had found someone to move in early. I was told I was supposed to have filled out a sub leasing form and pay monies for something. I had no clue what the lady was talking about, and you refused to talk to me because you and I both know that is not what I was told. As I previously stated the lease was paid in full through July 7th before I left. And I have no clue why this was brought up other than to continually show the character of your company. You have yet to justify any of your charges or explained why you haven't refunded the balance of my deposit owed. This would not have come this far if you're intentions were good as a company. It's sad that I had to come here to even get you to respond. I feel I have submitted sufficient proof to prove I'm owed.

  
  Regards,
  
  *********************

  Business Response

  Date: 03/28/2023

   

  I am not sure what more that I can provide regarding the complaint. I have provided you with all of the invoices showing where we did the work and billed the owner of the property. 

   

  The complaint only shows 13 pictures and most of them are very poor quality and you can not really see the overall condition of the home. We have attached over 200 time stamped pictures of the home. 

   

  You can not see that the home was not cleaned when moving out and that there were marks all over the walls as well. If you look at the painting bill they were not charged the entire amount, we only charged them for where they caused the most damage to the paint. That is not considered normal wear and tear. The tenants also misc trash items in the home that we did not charge for. Most companies charge a trash out fee for any removal of items. 

   

  Below is the email where I told Laness we would remove the maintenance fee and the touch up paint fee would stand. I was only responding to those because that's what she was disputing in the beginning, no mention of the cleaning fee. 

   

  Please let me know if you are able to view the photos are not. We take lots of pictures when tenants move out so the file is quite large.   

  Customer Answer

  Date: 03/28/2023

  Complaint: 19429914
  
  I am rejecting this response because: 

  I paid a $500 deposit. If I agreed to the $150 charge, I am owed $350. You sent me a check for $136. Which has been uploaded. You still owe me $214. I'm confused on what part of that you don't understand. You still owe me money! 
  Regards,
  
  *********************

• Initial Complaint

  Date:07/14/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The ** at our duplex stopped cooling at about 8:30 p.m. last night. I could not get an answer on the emergency number and there was no voicemail option. I got someone to answer the emergency number at about 8:10 a.m. and they told me I had to wait for the local office to open at 8:30 a.m. When I called the local office at 8:30, the first call had no answer. The second call they hung up on me and did not call back. The third call, I was told that my electronic request was being processed and they had no further information for me. After emphasizing that I had animals and a sick roommate at the house (the lady clearly didn't care about us at all) she put me on hold. Once back on the line, she stated that the HV** company would not answer and that the maintenance crews would not answer their phones and hopefully someone would swing by today or tomorrow (its been triple digits for almost a week straight). She said there was nothing else she could do and proceeded to tell me that I needed to hang up and could no longer be on the phone with her. After that, I showed up at the office. There she disclosed to me that she had just been talking about me to her co-workers. She informed me that the HV** repair guy would hopefully be in between 2 and 5 p.m. She also said that all of the window units they had were already lent out after I ask her to provide some like they advertise for emergencies. When I asked if they could purchase more because clearly they didn't have enough she told me no, but I could go purchase fans with my own money. I asked if they had fans to loan, and she said no. Luckily, a maintenance worker who happened to be walking by stopped, and told us that they in fact did keep a stock pile in the warehouse and he could swing by and drop them off. She glared at him, looked back at me and told me to have a good day. Clearly, they are negligent on their duties and don't care about keeping their customers and their pet's from having heat strokes.

  Business Response

  Date: 03/15/2023

   

    

   

  The tenants reported that their a/c stopped working around 8:30 I am guessing on 7/11. We have an answering service that takes care of our after hours calls and normally the a/c does not go out at night since according to the lease documents it is not an emergency. 

   

  In looking back over the work order history it looks like the tenant came in the office on 7/12. We had a ******* a/c and heating go over and take a look at the unit and they determined that it had a bad compressor. At that time we delivered window units and reached out to the owner to see how he would like to proceed. We got a new a/c unit approved by the owner and it was installed on 7/19. 

   

  I have attached all of our records for your reference to this email. Below is the Wo Log for **** Western Oaks. Please let me know if you have any questions. 

   

   

  

  *******************

  Director of Property Management 

  ***** PRIME REAL ESTATE / BLUE

   RIBBON PROPERTY MANAGEMENT