ComplaintsforAT Home Texas Real Estate

• Initial Complaint

  10/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  AT Home, who manages a property I own, on 8/9/22, charged me $175, in two separate charges, to move a grill, though I do not own a grill, and a grill was not left at my house, meaning AT Home charged me to move a grill that was not mine, which they are not permitted to do. They are allowed to make repairs to the home, but not to move things on or off the property that do not belong to me and have nothing to do with the maintenance of the home. This issue has not been resolved. I have tried to communicate with AT Home about getting my approval in advance to avoid these types of charges with no success. My emails to AT Home often go unanswered, so I am forced to find ways such as this to recoup my money.

  Business response

  01/31/2023

  Business Response /* (1000, 5, 2022/10/25) */ Contact Name and Title: Tracy H****** Contact Phone: 903-454-2824 Contact Email: tracy.h******@athometx.com We have had email correspondence with Mr. ******** several times over the last few months. Although we may not respond immediately we do always try to follow up. During these exchanges, it became clear that Mr. Mathews did not fully understand the statements available in his owner's portal. We offered for him to come in personally to go over the statements and help him understand, which we do with owners frequently, although he did not take us up on that offer. To his claims here regarding the cost of removing the grill: $350 was deducted from the tenant's security deposit and credited to him on 8/16/2022. This is our standard practice to help account for and properly allocate all charges and activities that occur on the property. Hence he has already been reimbursed for the charges via withholding the security deposit from the tenant. Furthermore, in paragraph 4A(21) of our contract with Mr. ********, it provides that we are allowed to take steps to maintain the property without the property owner's consent. This would include hauling off any property left by previous tenants. We are extremely transparent and all this information is available in Mr. ********' owner portal where he has the ability to see many different reports and accounting. We will again encourage him to have a face-to-face meeting with us to help him understand how to read and understand the reports available to him. Consumer Response /* (3000, 8, 2022/11/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) Regarding communicating with AT Home Texas Real Estate, the last email I sent was completely ignored, which I suppose they admit by saying they always do TRY to follow up. If AT Home Texas Real Estate has had multiple clients come in to get further explanation regarding what should be a simple portal that lists money going out and money coming in, perhaps the problem is with AT Home's portal. If someone makes a statement to ten people, and nine of the people have no clue what was said, the problem would probably be with the person speaking and not the audience. The only portal that I have ever had an issue with is AT Home's, and I wonder why a legitimate company would, having been told multiple times that their portal is confusing, stick with it, as opposed to creating an easy-to-use portal, examples of which are readily available on the internet. AT Home Texas Real Estate claims I was credited in August for the moving of the grill, but I didn't see that in the portal. Also, I received none of the rent money for August, it all went to maintenance. If the claim of AT Home is that I was credited for the moving of the grill in August, yet I still did not receive one dime of August rent money, and that this information is contained within their portal (the portal that's so confusing many of their clients have had to come in for an in-person tutorial) I cannot prove that is not true, but do not accept the basic response of, you received no money, were invoiced for things you shouldn't have paid for, it's all legit, you just don't understand it because you don't understand the portal. Business Response /* (4000, 10, 2022/11/12) */ With over 80 owners under our managment only a handful have needed to be walked through the statements in the portal. Every so often someone needs additonal financial information, in which they do not know which report to use out of the many we have available to them. Those owners usually call and we walk them through the portal financials either by phone or in person. Not 9 out of 10 as the complainant stated in there rebuttal. Less than 3 % of owners need help walking through the portal. Most owner rave about how in depth the reports available are and how transparent it is. Mr Matthew's was given instructions via emails early 2022 on how to access the information he requested. We have full transparency in the system for owners. When a tenant leaves the tenant charges are taken from their deposit and credited to the owner. Everything repaired is charged to the seller equalling out the tenant charge. It is common for there to be non tenant charges during make ready of homes due to normal wear and tear on a property, in which we cannot legall charge a tenant for. Everything that is ever done with the home is all in the portal with uploaded invoices and receipts. This is done so that the owner fully understands what maintnace and repairs are being done to the property. As far as an unanswered email, we have searched and do not find any record of an email going un answered. All emails we have, have been answered. We feel we have gone above and beyond for the complainant by carrying a large repair balance due to flood in the home in 2021 and allowed it to be paid out over several months while we toted the debt. As well as not charging him the fees in Paragraph 11B of the Property Managment Agreement through 3 tenants. Per section 12Ba of his property managment agreement if he wishes to terminate the managment of his property he is able to do so.

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