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:03/11/2024

  Type:Billing 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.

  Incorrect charges and no receipts provided. Also charged for items that were notated on my move in inspection. 1400 + 2 pet deposits. And they are in violation of TX law. And I would like to settle this without having to get the courts involved preferably.

  

  Business Response

  Date: 04/30/2024

  First the tenant was mailed a copy of his itemization of security deposit to the address he provided on his move-out documents at the time the company conducted the move-out.  The mail out went out within 30 days of the dated  the company conducted his move out.   the tenant was provided a copy of every vendor's invoice that completed repairs, cleaning and landscaping at the property in order to bring the property back to move in condition.  First I want to clarify "pet deposit."  The tenant did not have a  pet deposit.  He paid a "pet fee" to the owner for allowing his dogs to accommodate him on the owner's property.  Therefore those funds goes directly to the owner and are not held by the managing company as part of the tenant's security deposit.  If he paid a pet deposit then he would be correct in his belief.  He need to go back and review the "pet agreement" he signed along with his lease.  

  On the day of his move-out inspection the property was not prepared for turn over to management. no utility on to conduct the inspection, the landscape, to include the lawn and ****** was badly over grown and ****** needed trimming badly.  front storm door broken retention arm, nonfunctional ceiling fan in bedroom, carpet throughout house badly soiled, stained and saturated with pet urine. The entire home needed a deep cleaning to rid it of the file smell. The ** system had to be replace because they failed to change out the filters so it leaked water  into foundation  which made it collapsed. Since the age of the system was over **************************************************************************************************************************** Had the tenant simply changed filters as they were supposed to in accordance with their lease it would have lasted many more years. The tenant neglected to maintain the property and report repairs in accordance with their lease.  I would like for the tenant to provide me documentation showing what he wrote on his move-in condition and the invoice showing where he got charge for a precondition repair or any fair wear and tear repair he was billed for.

   

  Texas law requires all real estate licensees to give the following information about brokerage services to prospective buyers, tenants, sellers and landlords.

   

  Texas ********************** Information About Brokerage Services

   

  Texas ********************** Consumer Protection Notice.

• Initial Complaint

  Date:08/29/2022

  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 **** system on a property I have leased from JR ******************** at ********************************, burned up in May of 2022. The repair service JR ******************** sent out stated the compressor was inoperable and needed to be replaced. Instead of replacing it JR rewired it. It then burned those wires in half and shorted out again in July. Work orders were turned in per JRs policy. The next repairmen sent out refused to rewire it due to electrical/fire hazard. This was July 20, 2022. The temperatures were over 100 continuously. On July 28th when there was no effort to fix the system I emailed JR ******************** stating the system was not fixed in accordance with the lease agreement, it was creating a hazard to my family and the property and that I would not be paying rent until fixed. I received a call the next day stating it would be looked into. On Aug 15, 2022 they finally got it fixed. I got on the tenant portal to pay rent as I stated I would and discovered they had added $400 to my bill for late fees and filled an eviction notice. I am currentl on all bills with property. I have followed the original and modified lease agreement. They refused to fix a hazardous system posing a significant fire and health risk for over a month. This was not the first time this system had shorted out in the past year. JR ******************** is currently not listing the property for re-leasing as per the new lease agreement. I believe I am due refund on all monies paid since mid July and released from the lease in good standing. Temperatures exceeded 100 every day. The single beat up little window unit they said to use would not bring the temp under 90 in the home, it ran non stop creating not only an electrical hazard itself but a bill I can not afford. The wiring on the **** was physically burned up before tripping the breakers. I tried to call and settle this matter with JR ******************** and was told the charges would stand.

  

  Business Response

  Date: 09/20/2022

  The tenant states the ** was the reason he did not pay August rent by the date in his lease.  This is incorrect.  The tenant job move him out of state to a new job.  By the lease he is still responsible for the rental payment by the rent due date in the lease which is 11:59 PM the night of the 3rd of the month.  After this time line there is a late fee charge to the tenant for paying late in which we did apply these charges in accordance with his.  In his lease tell the tenant to seek legal counsel before withholding or not paying rent(para. (18b) of his lease).   The tenant states that we refused to fix the ** system,  This is an incorrect statement. We sent ** Techs to serve the unit as we were in contact with the owner to replace the entire system at a price of $7,000,  While we were waiting on the funds to arrive from the owner we gave the tenant window ** units. In accordance with his lease an ** made cause inconvenience but is not emergency(para 18(a) repairs page 10 of the lease. In accordance with the tenant request to be release from the lease will not be honored.  In accordance with the tenant's lease, (para 28), tenant is not entitled to early termination because of job transfer voluntary or involuntary.  Tenant lease expiration date is at the end of November 2022. Tenant states a lease modification, there is no modification to the lease.  What the office and the tenant agreed to in writing was work with the tenant to find a replacement tenant but the tenant continue to pay their monthly rent until a tenant is located(para18b)of the lease. This part of the agreement we have been honoring.  At the reading and accessing the tenant statement, I stand firm behind the decision that the office has made.  There will be no adjustments nor will the be allowed to terminate the lease early.
  

  Customer Answer

  Date: 09/21/2022

  Complaint: 17790346
  
  I am rejecting this response because: I do not recall stating that I moved out because of the broken A/C.  I said I wasn't paying until it was fixed, and I did pay the day after it was fixed along with the $500 worth of charges they added in when they were in violation of their own lease.  So to the best of my knowledge that statement by company is ****************************************** was aware I was moving and when I went in to ask about early termination of lease I was given three options: Pay the remainder of the lease out in full and maybe get a refund if released.  Continue to pay the lease and maintain the property until the end of original contract.  Ask landlord for release and early termination upon new tenant.  I went with the last one, the land lord agreed and there was an amendment to the lease, memorandum for record  (attached), the business stating there was no amendment is false.  There was one (1) window unit handed out, a picture of it is attached it was useless, so the business statement about window units being handed out is also false.  As for legal counsel I don't believe I am required to check with them as the business stated, and in subsection B of their own lease (attached) it states seven (7) days to make an effort to fix an issue.  The a/c was wrote up in 2021 and the technician stated then it was on its last leg.  Each technician they sent out starting, I believe in March of 2022, stated the unit was broken and in need of replacement.  Either the property manger or the land lord continued to refuse to replace and just rewire the burned up wiring on a faulty unit until the last technician refused to touch it.  Middle of summer in south ***** with no a/c is a health hazard for anyone, irregardless of the health hazard, the physical hazard created by continuing to rewire a failed 220V system created a significant fire hazard to life and property. Thirty days with no a/c is absurd.

  The home was not advertised for release until Sept after the BBB complaint was filed, which was not agreement with the July 15 memorandum for record, if needed I will add the screen shots of the property managers web page where it is not listed. Even if it had been listed no one is paying $1,800 a month for a home with no working A/C.  I have continued to maintain the property, utilities and rent in agreement with both the original and amended contracts.  I am willing to give both owner and manager the benefit of the doubt for the original call outs in Mar/Apr time frame. From the Jul call out when the technician stated it was a hazard and refused to rewire it then one or both of them did nothing is unacceptable.  I stand by my original statement I want out of this lease and my money refunded from Aug 1 till now.
  
  Regards,
  
  ***********************

  

  Business Response

  Date: 09/23/2022

  I have provided the information per the lease between the tenant and JR *************************** I would be more that happy to get with him and go over the lease with him to point out to him where his error in judgement or misinterpretation of his lease.  I stand behind our decision of accessing those charges.  Should he like to speak directly with me, the property manager I will be on standby to have a discussion with him.

  Customer Answer

  Date: 09/26/2022

  Complaint: 17790346
  
  I am rejecting this response because:  *** tried speaking directly with the company already which led to the BBB complaint being filled. The tone of pointing out my error shows their unwillingness for open and productive dialogue. Any communication will be through the BBB as mediator and for record. Release me from the lease in good standing or the process  will continue on to the next step. I would ask the BBB to contact the actual property owner to see if he is aware of JR ******************** maintenance procedures on his property. 
  
  Regards,
  
  ***********************