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:04/02/2025

  Type:Product Issues
  Status:

  ResolvedMore 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.

  My family rented a house in *****, ** in Feb 2022 and paid 2x deposit - which was required. My family moved in February 2022. That summer, the ** went out and a work order to fix it was issued - to which no contact was made by 31 Realty. We ended up hiring our own ** guy to replace the broken part at our $400 cost - no reimbursement was made. Fast forward to January of 2025. I contacted 31 Realty to let them know my husband passed away on 1/18/25 (I made contact with them on 1/20/25) to let them know that we would not be renewing our lease because my husband had passed away unexpectedly (complications from heart surgery after being on life support for 11 days). ***** ** yelled and told me that I should have informed them earlier that he passed (when he passed 2 days before) and that I should have prepared better for this and how it was an inconvenience to them as our lease expired at the end of February. I did respond to her that I apologize that my husband's unexpected death less than 48 hrs before was a problem for her. We officially moved out 3/9 and sent a long detailed video of the absolutely perfectly cleaned, touched up, home via video to ****** ** and asked that she return the deposit. I also informed her that we also repaired the damages that were left by the prior tenant's dog (chewed up blinds, trim, etc) that they did not repair prior to us moving in (walls had scratches, chunks of drywall missing, blinds and door trim had scratches and teeth marks in them) and the house was overall filthy (as no one had cleaned prior to us moving in and no one from 31 Realty fixed this prior to us taking possession). We replaced blinds, and had damage repaired at our expense in order to make sure they did not charge us for the prior tenant's damage - which it looks like they are now doing so. On 3/31/25 ****** ** contacted us for an address to mail the remaining deposit back, but when I inquired as to how much and disputed their charges - she quit responding.

  Business Response

  Date: 04/04/2025

  Dear ********************************** Linns complaint against us, I would like to make everything clear and remove any misunderstandings. 

  First of all, Ms ***** **** is not one of the tenants of the property at ********************************************************. Mr ***** ******** and her daughter ****** C ******** are the tenants from Feb 7, 2022.  We never knew Ms ***** until in January 2025 when she reached out to us that Mr ***** passed away and they are leaving the house. I attach the lease and lease renewal here.

  For the ** problem Ms ***** mentioned, I checked all the service requests from 1/1/2022 and didnt find anything related to the ** problem. I provided a report of work orders from 1/1/2022, and from the work order lists, you can see the wall got touch up painted and damaged blinds got replaced and new vinyl floors were installed and professional housekeeping was done before Mr ******** and her daughter moved in on Feb 7, 2022.

  Ms ***** said they officially moved out on Mar 9, 2025 but when we do the move out walkthrough on Mar 9, 2025, the house is not vacated yet. There are lots of furniture, personal belongings and trash left in the house and garage. I provided a pictures showing that.

  We received videos showing the vacated house from Ms ***** on Mar 12, 2025 and that is why we counted the move out date as on Mar 12, 2025. From the video, the property looks fine, but from the showing feedback and our later visiting, the house was not cleaned professionally. I can provide pictures taken on Apr 3 2025 showing that.  

  We deduct deposit based on the following items:
  $966 for prorated rent  from Mar 1- Mar 12, 2025, 12 days based on $2495 monthly rent. 
  $100 for replacing damaged trim.
  $70 for replacing the A/C filter and malfunctioning light bulbs.
  $350 for professional house cleaning.

  
  We are willing to discuss with Ms ***** regarding any disagreement.
  Thank  you very much. 
  Best Regards,
  

  *** **

  31 Realty ***********************

  ***************************************, *****, TX 75013

  Tel: ************  Email: *******************************************************

  Customer Answer

  Date: 04/04/2025

  I am rejecting this response because:   

  I am the wife of ************** whether or not I resided with him is irrelevant as it was explained to both ****** ** and ***** ** - my mother was diagnosed with cancer and my father is ill and I was residing with them taking care of them for the better part of the last couple of years - as well as my 91 year old grandmother who resided with them.  Regardless, as my husband has passed, I am his direct next of kin and executor and whether I was a tenant is irrelevant as my family were tenants - including my HUSBAND and my child.

  I have attached the housekeeping bill previously provided showing professional cleaning and will not accept any deduction as this was paid by me and not 31 Realty.

  I have also attached a copy of the email sent March 10, 2025 (Monday morning) at 9:23 A.M. showing a completely cleaned out home.  The photo 31 Realty attached was from Sunday, March 9th at about noon when a realtor from their company or someone who came at their insistance took a photo.  I have also attached a photo of the video showing the time the video was taken showing a cleaned out home (see screenshot taken Sunday, March 9, 2025 at 4:59 P.M.).  This is the same video which was forwarded on Monday morning, March 10th that they were not able to open.  I re-forwarded that video on March 12th in a condensed form to go through their email server as I was unable to shrink the video and had to have an IT person condense the video.  I will not accept paying two additional days rent because they could not open a video.

  As for a $100 deduction for trim, I have no idea what trim they are speaking of - and I doubt they do either.  No proof of replacement has been provided (in addition, the house was not fixed after the previous tenant's dog chewed up trim and such all over the house.  This was part of this if they have any claim whatsoever - which I am disputing).  At no point have they stated why they had to replace the trim, just that they had to - nor have they identified which trim. They have a history of making up charges in order to keep deposits as evidenced by their BBB complaints, Yelp complaints, ****** complaints, etc.

  I will accept the following only:

  Deposit Paid: $4,590.00

  Less: 9 days prorated rent: -748.50

  Total to be Refunded: $3,841.50

  Business Response

  Date: 04/04/2025

  Actually ****** ask for house cleaning receipt but never received it from *********** Now she provide it here. What I can say the house cleaning contractor she hired didn't do a good job. Attached are pictures we taken on Apr 3, 2025. Also Ms ***** violate the lease, which indicate guests cannot live in the property for consecutive 15 days without notice to our property manager. 

  
  Anyway, we would like to end the dispute and refund the deposit as Ms ***** required, but Ms ***** need to withdraw all the complaint against us she posted on ****** and Yelp and BBB and any social media she posted by the end of today - Apr 4, 2025. 
  

  Thank you. Best Regards,
  *** **
  31 Realty ***********************

  Customer Answer

  Date: 04/04/2025

  I am rejecting this response because:   

  I will withdraw this complaint when I have the deposit refund in hand.  Making false claims and threats to withhold the deposit unless I withdraw a complaint and have to start over in order to receive what is legally owed it not quite legal.  Let me know when I can pick up the deposit check.

  Business Response

  Date: 04/07/2025

  Attached are the pictures we took on Apr 2, 2024. It shows the house was not cleaned completely. Also the showing feedback indicate the house need to be cleaned professionally. That is why the house cleaning fee need to be deducted from the deposit. 

  Since Ms ***** is not our tenant, she has not right to claim the deposit from us. 

  Thank you. 

  Best Regards,

   

  31 Realty ***********************

  Business Response

  Date: 04/11/2025

  Dear ************************* already reached agreement with the complainant - Ms ***** ****. Attached is the email Ms ***** sent to you and asked to close the case. 

  Please double check and close the case.

  Thank you. 

  *** **

  31 Realty ***********************

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

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

• Initial Complaint

  Date:02/29/2024

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  We ended our lease with 31 Realty in April of 2023. They sent us a bill for ******* in June of 2023. I immediately disputed this bill. They kept the entirety of my deposit and were trying to charge on top of that. They actually owe US money. They erroneously tried to charge us for painting walls-which they can not charge for as A.) They were what you would consider normal wear and tear after 2 years in the home B.) When we moved in I documented that the walls were dirty and that the paint was builder grade and could not be washed without removing the paint. We requested to paint the home with better quality paint the same color and we were denied. I have the email chain to confirm this. Secondly- They charged us for full price for full carpet replacement. 1.) One of the 4 carpeted rooms did NOT need replacement. 2.) They can NOT by law charge us for the entire price of the the new carpet- but only the depreciated value of the carpet based on the age and life expectancy according to tax code and rental laws. My husband is an insurance adjuster and he used the adjusting software to calculate the depreciated value of the cheap builder grade carpet and it would have been MORE than covered by our deposit. I countered them with this information and the details and they have not responded to us since. I recently checked on that account and it is still showing a negative balance for carpet replacement. I called and left a message and sent a message through the portal and we are being ignored. I will NOT be paying this negative balance as they got more than what was justified and legal in our deposit and I will NOT have this false "negative balance" ruin my rental history when we paid every bill on time for those 2 years that we lived their. This company is NOTORIOUS for erroneously over charging tenants at move out as evidenced by their BBB history. This is going to court if they don't resolve it by at least balancing us out to ZERO.

  Business Response

  Date: 03/01/2024

  We already settled with the tenant. They told us they will withdraw the complain. Thank you.  

  Customer Answer

  Date: 03/01/2024

  I notified the company that I filed a complaint and they resolved my issue promptly so I would like to withdraw the complaint. 

  Customer Answer

  Date: 03/04/2024

  I have reviewed the business response and accept this resolution. 

  I notified the company that I filed a complaint and they resolved my issue promptly so I would like to withdraw the complaint. 

• Initial Complaint

  Date:12/08/2022

  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 completed a rental application and paid the $50 per applicant fee on 11/8/22. There was no communication from 31 Realty. I called and text with no response. They took our money and we were given no information after providing all required documents and fees.

  Business Response

  Date: 03/21/2023

  Business Response /* (1000, 7, 2022/12/27) */ The application fees have been refunded on 12/09/2022

• Initial Complaint

  Date:09/05/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  This is a realtor That also leases properties for housing. We are a tenant. We had a bad storm in our area that caused lightning to hit the house 8/22/22. A surge damaged electrical components in the house such as A/C, garage door, and sprinkler system. We submitted a work order on 8/22/22 regarding the damages. We are getting very poor communication and feedback from 31 realty about what is going on with the repairs. My family has now been in our home without air conditioning for 14 days and do not have any sort of idea when this will be resolved due to poor communication from our property manager. This is summer in Texas! This surely isn't legal, but we aren't sure, we need help.

  Business Response

  Date: 10/25/2022

  Business Response /* (1000, 5, 2022/09/07) */ Dear Sir/Madam The house was struck by lightning and a couple of appliances including the AC unit were damaged. We arranged the repairing and checking once we got the report and delivered the portable AC. Since it takes time for the insurance company to inspect the damage, there are some delays on following up repairs. We already explained and updated the tenant. Thank you. Regards. Jin ********** 31 Realty Property Management Tel: ************ Consumer Response /* (2000, 7, 2022/09/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) This is accurate, however it is to be noted that it I feel like it took me filing the complaint to get a response from the company. The incident occurred on 8/22/22 and there was good communication the first week. I talked with insurance company and was present for the inspections from insurance agents. After all this was done (8/25/22), I sent several requests to 31 Realty asking for an update on what the next steps were and did not hear back until 9/1/22. That message was only 31 Realty letting me know they were sending an A/C technician out. This technician could not communicate clearly and seemed to not know about lightning damage so couldn't do anything and just left. I contacted 31 realty the same day (9/1/22) asking what had just happened and got no response until 9/26/22. I filed complaint with BBB on 9/4/22 in hopes of getting help with this issue from an outside source. I still have no A/C in the home however the communication has improved since contacting BBB. I hope that in the future, tenants do not have to seek outside help to get clear communication about repairs, especially ones that affect health. If communication worsens, I will ask to reopen this case.

• Initial Complaint

  Date:07/22/2022

  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.

  Inhabitable living conditions & delay in repairs - heat not working during winter conditions, AC not working during heat warning conditions on multiple occasions. Rent increase without sufficient warning - increased rent a few days prior to deadline to renew lease on Christmas Day. HOA - regulations were not provided with rental agreement.

  Business Response

  Date: 09/01/2022

  Business Response /* (1000, 5, 2022/07/27) */ We already explained to the tenant that we already tried out best to get hold of a contractor to take care of the repairing. Sometimes it is delayed because the contractors are super busy. Also sometimes we need owner's approval to proceed with work that expense are high. The lease renew has certain process to go with. Tenant is free to tune in any questions or concerns at any time.

• Initial Complaint

  Date:06/05/2022

  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.

  I rented a home in Sherman, Texas through 31 Realty. I provided a $3000 security deposit. Through the duration of the lease my family took extraordinary care of the property. We did not hang things on the walls, and we did not wear shoes on the carpet. When I completed the move in checklist, I noted that there were patches where the previous tenant had damaged the wall. Our lease was up on March 31, 2022. We vacated the property, and I hired a professional cleaning service to clean the house. After more than 30 days had passed * received a check for what was left of my security deposit. I was charged $100 for an air filter, $325 for cleaning, $1000 for carpet replacement, and $300 for wall touch up paint. I contacted the manager of 31 Realty, because I did not feel that was an appropriate amount to be charged. The carpet and walls had no more than normal wear and tear, and I paid to have the house professionally cleaned! They provided us with pictures of indentions in the carpet from our furniture, the inside of the dishwasher (looking the same as move in), and a patch in the wall that was there when we moved in. They agreed to refund us an additional $500, but we never received it. I feel we were taken advantage of, and the company just assumes we will do nothing. 31 Realty has done this before, and it's not right!

  Business Response

  Date: 08/03/2022

  Business Response /* (1000, 7, 2022/06/23) */ Dear Sir/Madam Regarding the BBB Complaint Case# 91661305 (Ref#XX-XXXXXXXX-XXXXXXXX-X-XXX), we have the following explanation: We already sent out the check of $500 which I promised the tenant. Actually I wrote to the tenant and explained the amount deducted from the security deposit. The filter is very dirty, although the filter itself is not as expensive as $100 but the damage to the AC unit is way more with that dirty filter as attached in this email. The deduction for carpet replacement and wall touch up is based on the comparison of the condition before moving in and moving out. We asked the complaining tenant for receipt of professional cleaning but never got one and we arranged a house keeping for a new tenant moving in. Jin Li ( Lee ) 31 Realty Property Management Tel: XXX-XXX-XXXX