ComplaintsforOmniKey Realty LLC

• Initial Complaint

  09/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Since moving into 1803 clover trail under the management of OmniKey Realty we/I have experienced a lot of issues. These issues ranged from the security of the home, to the home not being made ready or clean upon move in. I have attached numerous photos of the maintenance portal and discussion between the employees, myself, and the other tenant no longer living in the house. I recently looked up reviews on the company and found I am not alone in the issues with their management, During original walk through one of the front windows of the house was broken and said to be fixed before or on the day of move in. It was not fixed for over a month. The house was not dewinterized before move in, Both sliding glass doors to the back yard did not lock they eventually sent a tech to install a bar to hold as a locking mechanism for the doors. Food left in the sink and dishwasher to include shrimp tails, as well as numerous other issues. During the summer the A/C broke and they never sent a tech to fix it and I had to resort to fixing it myself. Someone had been snooping around the house multiple times tapping on windows, broke into the garage twice, and there was an instance when I came home from taking my boys back to their mothers (due to the lack of security felt at the house) the front door was wide open. The door frame was tampered with and the top lock no longer locked. I had received a message that day that a tech from their company was coming out so either the tech left the door unlocked or someone broke in. The company did not come to fix the door or change the locks from july26th until I terminated my lease and moved out august 31st. I tried to work with them on prorating the rent for everyday that the issues were not fixed. They then threatened to evict me for withholding rent during this discussion so I ended up paying the rent and still was met with zero care and no one fixing the issues. All I request is my last month rent and deposit back for all the trouble.

  

  Business response

  09/20/2024

  Mr. *******,

  The repairs issues you referenced in your complaint were either resolved or the owner was diligently working to resolve them. Several times the vendors hired to make these repairs were unable to contact you to coordinate an appointment. None of the issues rose to the level that allowed you to breach the lease with impunity. Additionally, you did not terminate the lease early per the statutory rights under Section 28 of the Residential Lease. The owner's position is you breached the lease by ************ terminating it before the lease term ended on March 31, 2025. For these reasons, the owner accessed breach fees to your account plus charges for damages to the property that were beyond normal wear and tear. The owner does not *** you anything. In fact, you owe the owner $4,486.00.

• Initial Complaint

  08/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I moved into a rental property Friday 8/9/2024. The house was absolutely filthy. I e found needles both inside and outside the house. Dirty underwear in my home. There is no stove. An animal in the attic has chewed led into the ** ducting. There is insulation in the vents and the house is so hot. The plumbing is not functioning. I have a five year old and for 7 days weve had no functional plumbing. I halve to leave the water off to the toilet or the tub and toilet fill up. I had to clean the place myself. There is broken glass and garbage all outside the property. Ive been in constant communication with no resolution. Emails have been ignored. I feel sorry for the property owner because this property management company is representing them like a slumlord

  

  Business response

  09/03/2024

  We have been working with ************ to resolve all of these issues. The property has since been cleaned by a professional cleaning service, the debris was removed from the lawn, the plumbing was repaired, a new stove was installed, the A/C system was repaired, and we placed a work order for pest control services. The tenant and the pest control service are coordinating a mutually agreeable time to perform this service. If ************ has any other issues that need to be addressed, she may make a request in our portal or contact me directly.

  Thanks,

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

  COO | General Counsel

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

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

• Initial Complaint

  08/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  OmniKey is truly deplorable. We were subject to retaliatory tactics during a time we were attempting to negotiate terms of our lease before renewing. Messages in tenant portal went unanswered, phone calls not returned, I even went and visit office in person only to be turned away. We simply wanted OmniKey to provide more notice prior to scheduling repairs, appointments or walk throughs before resigning our lease. In response OmniKey made 12 separate appointments to repair a maintenance request we filed and no call no showed each time. Mind you we were given less than 24 hours notice and required to be available from 8am to 5pm each time. This caused great stress and loss of work wages. Conversely, if we were to cancel an appointment or technician was otherwise unable to enter property OmniKey would charge us a $100 fee. It wasnt until we signed a new lease did OmniKey uphold their responsibilities and repaired the cabinet door. We have now since moved out and received an outrageous, completely fabricated bill for $2,770. There is a history of this tactic by OmniKey prevalent in many of their reviews left by former tenants. False claims of walls and doors requiring paint at astronomical prices. Where is proof of damaged or chipped paint in every room and every door of that house? OmniKey also has a proven history of manipulating their review ratings across multiple platforms, even losing their accreditation with BBB because of it. Do not bother with a response OmniKey. This is merely a notice of our refusal to pay. We are contacting our lawyers and exploring all avenues of litigation.

  

  Business response

  09/18/2024

  OmniKey did not retaliate in in way with *** and ********************* (the Loefflers) and there are numerous false statements in their complaint. First, tenants are not required to be at the property during repairs or inspections of the property. They are required to provide access to the property per Section 14 of the Residential Lease, attached for reference. At a minimum, the tenants are required to leave the keyless deadbolt unlocked and crate their pets on days that a repair or inspection is scheduled. The tenants have a right to choose to be at the property during the repairs or inspections, but that is a choice they make and any consequences, such as missed work, are the result of their decision to be present at the property. Furthermore, Section 14(C) of the Residential Lease allows the landlord to charge a $100 trip fee for denying access to the property. 
  
  The Loefflers statement that OmniKey refused to repair the kitchen cabinet door before they signed a lease extension is categorically false. First, OmniKey attempted to repair the cabinet on March 29, 2023, but the Loefflers denied our field technician access to the property. See attached Resident Request No. 2617920. Second, the repair was completed on May 19, 2023 and the Extension of Residential Lease was signed by ********************* on May 29, 2023 and ******************** on June 21, 2023. See attached Extension of Residential Lease. Therefore, it is impossible for the Loefflers statement that OmniKey denied repairing the cabinet door before the Loefflers signed the Extension of Residential Lease.
  
  The charges assessed to the Loefflers account are for damages that the landlord believes are beyond normal wear and tear and are therefore the tenants responsibility per the Texas Property Code. The charges are neither fabricated nor outrageous. I will email photos of the damage to the Loefflers verifying the damage. Additionally, the charges for these repairs are the normal and customary charges in the property restoration industry.
  
  Finally, OmniKey denies manipulating company review ratings and this comment is irrelevant to the Loefflers complaints.

• Initial Complaint

  07/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was informed earlier this year that the owner of the property I was renting through Omnikey Realty, was in the process of selling the home. I was offered to consider purchasing the home or paying a higher rate to continue to rent from the location. I opted to move out and made the necessary preperations to find another location to move to. While my move was being finalized, Omnikey came to the home to take video and pictures of the home I was renting, during the final weeks I was requesting confirmation on a walkthrough time for after I move out. I have been attempting to coordinate with Omnikey Realty for some time in regard to a walkthrough since I moved out on the 24th of June 2024, with no answer. After I moved to my new rental, I did honorably pay the last months rent for July and sent in requests on the portal to confirm a time for a walkthrough. I even called the number provided on their website ************ at ext 51 but never recieved a call back.July came and I would check in the portal for a response. Today July 26th 2024 I checked into the portal and found that they decided to charge me $5,330.00 for painting walls/doors/and baseboards. replaceing a miniblind, replaceming a drain stopper in the bathroom and trimming a tree and some shrubs. I was confused and appalled. The deposit fo $1,375.00 would be enough to cover for all of that. I placed a reply ticket on why I was being charge for that amount and to read that my deposit had already been applied leaving me $3,995.00 is ridiculous! I decided to post a review of this on ****** to get a response, only to find that they removed my account to the portal! This is predatory and they posted these on the 22nd of July never telling me! They can keep the deposit, what I want is that these charges be removed, my account with ********************** to be closed. I want a written and notarized document stating contract with myself and Omnikey are closed with no outstanding charges and my credit left clean and clear.

  

  Business response

  07/29/2024

  OmnKey does not allow the former tenants to be present at the final walkthrough. Tenants are provided an Inventory and Condition form at the time of move-in to notate pre-existing damages to the property. I did not find an Inventory & Condition form submitted by the tenants shortly after they occupied the property. Additionally, the tenants are allowed to photograph and video the condition of the property before they occupy the property. The owner is willing to review any documentation the tenants have regarding the condition of the property upon move-in.

  Moreover, OmniKey is the property manager of the property made the subject of this complaint. The owner of the property is the landlord and determines the charges that are assessed to the tenant for damages to the property. The owner agreed to reduce and remove some of the charges assessed to ************************ account. However, there was significant painting that was required after ******************** vacated the property. For this reason, many of the charges remained on the account. An amended security deposit itemization letter is attached reflecting these changes. I have also emailed ******************** a copy of the amended security deposit itemization statement and photos of the damage. 

  I provided ******************** my direct contact information in the email I sent him. He may contact me if he has any additional questions.

  Customer response

  07/30/2024

  I am rejecting this response because:   I am reviewing the submission response from here and within my email. I have reviewed the pictures and again as I have stated: My deposit, as any deposit, is meant to cover for issues of this nature. Yet I am also confused. When I last checked the portal, before OmniKey removed my account, to where I found these outlandish charges, I don't recall a charge for "breach" I am reading my contract that I signed and on page 12 of section 16. MOVE-OUT, as stated under section B. Paragraph (3) (b) "Tenant is in breach of this lease by not timely paying rent: and (c) Landlord has delivered written notice to Tenant, by affixing it to the inside of the main entry door or in the Landlord is prevented from entering the Property abandoned, and ****** fails to respond to the affixed notice by the time required in the notice, which will not be less than 2 days from the date the notice is affixed to the main entry door. 

  Now you can state that I abandoned the property before the end of the lease which was in July. Yet I do recall paying for that month and I have the receipts to prove that. Also, no one, from what I can see is communicating at OmniKey as I have stated many times that ***** is no longer to be contacted or placed as primary. She no longer resides at the address, As I was the Primary renter, only adding ***** as it was stipulated in the contract to include anyone that will be residing at this residence, I had to include her, yet here I find her name being addressed a formal letter... again! 

  Again the issue here is over inflated pricing. My deposit should have covered all of this, and now thrown in is a breach dispute?! How I paid for my entire lease agreement. No one from OmniKey stated, "If you leave before the lease we will have to charge you for abandonment." I ask questions and no one responds. This seems to be common with the recent reviews I have been reading!

  As I have stated before, I am willing to accept no return on my deposit, OmniKey can keep my deposit, yet I want these inflated costs removed that I'm being charged with. I also want a written and dated document stating that the balance is "$0.00" We part ways and conclude our business.

  

  Business response

  08/02/2024

  First, you did not abandon the property. Rather, you surrendered it by informing OmniKey in writing, I will be moved out by June 26th [sic] 2024 in Task No. *******, attached for your reference. Section 16 of the Residential Lease defines the terms Surrender and Abandonment. The Residential Lease (Lease) is also attached for your reference.
  
  Furthermore, you terminated the Lease early by vacating the property on June 26, 2024. The early termination is a breach of the Lease and is thereby subject to Section 27 of the Lease. Section 27(B)(5) lists the tenants liabilities for defaulting on the Lease. These are the charges that were assessed to you account.
  
  Your payment of $1,382.95 on June 27, 204 covered the acclerated July rent per Section 27(B)(2) of the Lease agreement. The breach fee of $1,375.00 covers Landlords cost to relet the property, maintain the property by paying for lawn service and utilities, rekeying the locks, and other costs which the landlord is entitled to by law. The charges to your account for the damage to the property are not inflated. The landlord paid those amounts for the work listed in the deposit itemization statement. 
  
  ***************************** entered into the Lease naming her as a tenant. As a named tenant in the lease, she is liable for the Lease even if she is not residing at the property. ********************** was not released from the Lease by the Landlord. You and ********************** are jointly and severally liable for all of the provisions in the Lease. See Section 33(C) of the Lease. 

  The Vacancy Fee was removed from your account. It was cerical error to charge you the Vacancy Fee. Please find attached your amended deposit itemization statement. If you have any further questions, please feel free to contact me.

  Thanks,
   
  ********************; 
  Chief ******************* General Counsel, OmniKey Realty
  Toll-Free: 1-833-OmniKey
  Local: *******************
  Fax: 1-833-OmniFax
  E-Mail: *************************************
  Web: ****************************************
  
  

  Customer response

  08/07/2024

  I have reviewed the business response and accept this resolution.

  
  Dear *********************,
  
  I have read the Amended Deposit Itemization Statement. I have agreed to it and have submitted a check, for the amount of Two thousand One hundred and Eight dollars, to the business address you have supplied on the agreement. The address on the amended deposit itemization statement is: 

  
  OmniKey Realty LLC
  Corporate Office
  ****************************************************************************************************************

  
  The check and a copy of the amended deposit itemization statement is included within the parcel. Parcel should arrive on 8/8/2024 - 8/9/2024. Well within the 10 days from the receipt of your response here, and from your email.
  

  Regards,

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

• Initial Complaint

  07/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  AC of the rental is not working since we moved in. The room temperature is 90 degrees. We called the management, and they said they are unaware of this situation. How come a realty management doesnt care about their customers and checked if the house is ready for moving in?! They asked us to reach out to the repair team directly and didnt respond to my request for reimburse my hotel fees. Also, the garage door is not opening, and couple of lightbulbs are not working. Me, my husband and my little 6 year old daughter have to leave a huge truck on the side way and stay in a hotel for another night. Future tenants , just an alert: no matter how good the rental looks, dont rent a property from Omnikey Realty,LLC in *****. Cause you may be like me paying the rent and also spending money for staying in a hotel at the same time. They wont care about if the property is ready, but they will care if you can pay the cash for the security deposit. Very disappointed!!!!!

  

  Business response

  07/17/2024

  The tenants reported the issue with the ** system on the morning of July 2nd. The ** was repaired by the afternoon of July 3rd. Before the ** was repaired, the owner offered to reimburse the tenant if they purchased an ** window-unit before the repair was completed. The ** was working properly during the make-ready process prior to the tenants moving into the property. Neither the owner nor OmniKey was aware the ** system was not functioning before the tenants occupied the property. 

  The tenants we also informed on morning of July 3rd that they should file a claim with their renters insurance to be reimbursed for the hotel expenses.We were coordinating our field technician to repair the garage door, but the tenants managed to resolve the issue on their own. If the tenants have any issues moving forward, the best way to resolve them is by creating a repair request in our portal. If the repair request needs to be escalated, the tenants can email our Repairs Manager, *******, at ****************************************.

   

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 7th I informed OmniKey that the A/C Unit is not functioning. I was told someone would be out that day. Every day after I called and spoke to ***** and *****. I was told the Maintenance Coordinator would call me. Nothing. Then I was told that they have to have the ***************************** it and they could not do it themselves as it would void the warranty. I was told I would receive a call from the ********************* and I have never received a call. I then informed OmniKey that I would be out of town and my cat would be home in 90+ weather. I asked them to connect with Home Warranty directly and have an OmniKey agent access the account. I informed them that I would be out of town teaching a training that requires me to work 13 hour days and I would not be able to constantly call them. Today is June 17th. I am now back home and nothing has been fixed. I called them again and they are still trying to get ahold of Home Warranty. I saw a response to another complaint on BBB that OmniKey replied to they said, "The Texas Property Code presumes a repair is made within a reasonable amount of time if it is made within seven days.It has now been 10 days. I have informed them that I'm submitting this complaint.

  

  Business response

  07/12/2024

  I called ************** using both phone numbers she provided us. One number quit ringing without the ability for me to leave a voicemail. I left a message on the other number. ************** did not return my call. The ** repair was completed on June 19th. See attached invoice from *****'s Heating and Cooling. We have no control over which vendor is sent by the home warranty company or when they will schedule the repair. We are contractually bound to use the landlord's home warranty company to make repairs. Otherwise, we would void the warranty. The landlord also offered ************** a credit on her account to assist her with the purchase of an ** window unit and one was installed at the property. Our understanding is these issues have been resolved. If there are new issues, ************** needs to make a repair request in our portal and we will assist her with the repair.

  

  Business response

  07/12/2024

  I forgot to attach the ** invoice on my previous response. Please see attached.

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I recently moved into a 3 BR 2BA home yesterday, June 4th, 2024. Upon my arrival, I retrieved my keys from the lock box. 1st complaint - I was supposed to move in May 27th, on May 24th ******** the office manager called me saying I can not move in because the make ready team will not have the home ready in time and that I couldnt move in until June 4th. I had already had all my utilities set up to be transferred, it was Memorial Day weekend so both ************** and **** was not able to cancel my transfer since they were closed that weekend . Financially it put me in a horrible situation that I am still trying to get out of. There were no concessions offered. 2nd complaint - When I came into the home, there were dead and live roaches inside and the floors were not swept or mopped. 2nd complaint - The grass is over 4 feet tall in the backyard. Both the front and backyard have been uncut since I saw the home for the first time a month ago. 3rd complaint - I had called ******, the agent in charge for lock code, she hung up in my face and proceeded to text me the code. I had sent an email to ******** on May 4th, no response. Called ******** today, June 5th where I left a voicemail at 12:55 pm, no response. The reasoning for my continued contacts is because I was told the grass will be cut once the sun came out and when its more dry. The sun was out on both the 4th and 5th, they never sent anyone. I asked them if I could get out my lease, she said no. I am beyond stressed and was super emotional because I paid a deposit of $1650 and rent for $1650, total $3300. I have no money until I get my first check next week. At this point I will have to pay to have a lawn care business come out and do a job that should have been done before I moved in. There were other issues as well, some were corrected on the same day but I noticed the most expensive projects like, the pressure washing of the garage and the lawn have gone ignored purposely because the landlord is cheap.

  

  Business response

  06/11/2024

  We have been working closely with ************** to resolve all of these issues. We reimbursed ************** $200 for hiring a vendor to mow the lawn and remove old appliances. Our maintenance team has made several repairs and they are scheduled to handle the remaining repairs on Friday, June 14th after noon to accommodate ****************** schedule. We value ************** as a tenant and are committed to resolving all of her issues. I provided ************** with my direct contact information to assist her if there are any other issues with the property. 

  Customer response

  06/15/2024

  I am adding to this response because:

  The technician unfortunately was not able to pressure wash the garage due to the machine not working. The technician said he will alert you all of the issue and get a new appointment set. There are also a couple other things that need to be fixed. The huge holes in the back gate which is a security issue and the damage to the gutters hanging from the roof off the back of the house. I thank you for responding last week and I hope we can get all of this resolved so I can be at peace with my move to the home. 

  

  Business response

  06/17/2024

  I spoke with ************** about the additional repairs in her latest response. I informed her we are working with the owner and plan on scheduling these repairs as soon as the owner approves them. ************** can contact me or our VP of Repairs, *************************, anytime there is an issue and we will assist her. My direct contact information is **********************, *************************************** and *************************' contact info is **********************, *******************************************.

  Thanks,

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

  COO and General Legal Counsel

  Customer response

  06/17/2024

  I have reviewed the business response and accept this resolution. 
  Thank you ****, I look forward to getting this resolved as soon as possible! 

• Initial Complaint

  03/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Rented from omnikey reality previously in a different city for 2 years and 1 year where we currently live and all together throughout the duration of a total of 3 years they have been the worst reality company let alone worst place I have ever done business with in my life They dont fix repair issues they hire maintenance people with no experience nor training and have told their workers if they don't know how to do something to just look it up on the internet they don't answer the phone they will not call you back they will not communicate with you. The foundation of our house is shifting which has caused cracks in ceiling and walls and have called managers, and different employees leaving voicemails calling on a regular basis to speak to someone about the issue and they neglect to return phone call or get back to the tenant all together. On top of all this we have had 5 different appointments that they scheduled where we waited around from 8am -6pm which is already ridiculous because they can't give an exact time frame they just expect people to wait around from morning till night for them and they never show up and they never informed us that they weren't coming they just didn't show up. The communication is so bad that I have had to drive to their office in the past and ask to speak to a manager just to talk to them. When I rented from them in the past my AC was out for months and they refused to fix it. Another time one of our pipes burst and they shut of the water for 2 weeks didn't have running water for 2 weeks before they fixed it. I also have a neighbor next to me that has had their house flooded multiple times has had their floors and walls ripped out and omnikey refuses to temporary place them somewhere else while their house is falling apart and refuses to fix their house. This company is bad business they don't take care of their renters they don't communicate and they don't fix anything extremely unprofessional and should not be in business.

  

  Business response

  04/01/2024

  I am communicating with ****************** to resolve any issues he is having with the property. Our Field Technicians are experienced and trained to handle various handyman repairs. If a Field Technician needs assistance with an unfamiliar or novel repair, our Field Team Manager will assist them and provide them with guidance or even assign the repair to another Field Technician that is familiar with the type of repair. ****************** began living at this property on February 25, 2023. Since that time, the dishwasher was repaired within a few days and the hot water heater was replaced within two days.

  The owner of the property is aware of the potential foundation issues and is scheduling a foundation company to assess the matter. It is common knowledge that the soils in North ***** are not stable and homes tend to shift during the wet and dry seasons. Although, the cracks in the sheetrock may be unsightly, ****************** has not presented any evidence that the cracks are causing any functionality or safety issues with the property. For this reason, the owner of the property is not obligated to make these repairs, however, the owner is willing to hire a foundation company to inspect the foundation to ensure there are not any functional or hazardous issues with the property for the tenants' safety. Furthermore, the owner is willing to repair cracks in the sheetrock once it is determined the foundation is stable.

  ****************** is referring to a neighboring property that recently had major repair issues. What ****************** is unaware of is that OmniKey does not own the property, but only manages it. We are obligated to adhere to the lease agreement and only operate with the owner's authorization. Additionally, there are other factors at hand, including insurance coverage that is out of our control.

  If ********************** experience is as bad as he says, then why does he continue to live at properties managed by OmniKey and why did he renew his lease for another year on January 29, 2024.

• Initial Complaint

  02/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We have lived here for two years they havent fixed anything we had a water leak in our bathroom that went through the wall into the kitchen that led to mold they painted over it but didnt fix the cabinets. The roofers fell through the roof on top of my husband while he was sleeping in our bedroom. Omni key has not fixed it. I have pictures of everything. We paid rent for this month but they didnt except it but kept it anyway. We paid ********.

  

  Business response

  02/21/2024

  ******************,

  OmniKey Realty is the property manager, but not the owner of the property. The owner of the property hired its own vendor to repair the leak. The owner chose not to repair the cabinet and there is nothing we can do to force the owner to make this repair. The roofer was also a vendor working directly with the vendor. Our understanding was the roofer repaired the ceiling already. If it has not been repaired, we will inform the owner for further instructions on how to handle this matter. Please let us now the status of the ceiling repair as soon as possible. The rent payment for February was paid late. We cannot accept late payments unless the owner authorizes us to accept it. The owner authorized us to accept the payment on February 16th. That accepted payment is reflected on your tenant ledger. Please let us know if we can assist you further.

  Thanks,

  ********************; 
  Chief ******************* General Counsel, OmniKey Realty
  Toll-Free: 1-833-OmniKey
  Local: *******************
  Fax: 1-833-OmniFax
  E-Mail: *************************************
  Web: ****************************************
  

• Initial Complaint

  02/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Omnikey Realty listed a home as newly renovated and in good condition. They are the property managers and are in charge of making sure repairs are done in a timely manner and then reaching out to the owners for compensation. Over the past seven months of our lease we have had two months of either no AC in the summer or no heat in the winter. We have had no electricity in the bathrooms for six months and the dishwasher has been broken for two months. Their attempt to repair the dishwasher led to the kitchen flooding. These housing conditions are unbearable.

  

  Business response

  02/08/2024

  OmniKey Realty is working with the tenants and the owner of the property to find a resolution that is satisfactory to the parties. More time, information, and communication is needed before the parties can make a final decision. 

*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. ↩