Complaints

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I submitted a maintenance request on Monday July 8, 2024 in reference to a major tree limb that has fallen in my backyard due to Hurricane Berryl. The large tree limb covers much of my backyard. The tree is interfering with my animals being able to access my backyard. I have made multiple phone calls to the main office to ask for an update. The response I get is we are waiting on the owner. I have asked in the past if, as the tenant, can we speak directly with the owner and was told no. I would also note that, I did contact the office and informed them about this same tree prior to the storm and asking if they would come remove the broken limbs before it fell or causes any damages to the home or fence and of course they ignored that request. I have been a good tenant. I know this falls more on the property management team and not on the owner. I have heard many complaints about the office management team. The owner should definitely reach out to his tenants and get their perspective on how the office management team is handling things.

  

  Business response

  08/12/2024

  Subject: Complaint # ******** ***************************

  Below is my response to the complaint:

  Ace Rental Management always works to handle maintenance requests in a timely manner.  There are financial limitations that we are bound to in regard to spending an owners funds without there consent.  In this instance the owner requested several bids which required time to get the vendors out to access the situation, get the bids to us and then get the bids to the owner for review.
  

  I have also attached some pictures that were taken of the tenants backyard and the fallen tree.  These pictures were taken July 23^rd and show that the backyard was still able to be used and the perimeter of the property was not broken due to the tree.
  

  We were given the owners approval for the bid he wanted on July 23^rd and the issue was addressed July 24^th.
  

  Sincerely,
  

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

  Ace Rental Management Owner/ REALTOR

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

  ***********, ** 77651

  Phone  ************
  

  Fax  ************

  www.acerentalmanagement.com

• Initial Complaint

  05/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I moved into *************** on October 10th 2023.not knowing that this house is a hazard until actually living in house,the issues I found has been electrical,plumbing,flooring and the newest one is leaks now.I have reached out to the company about the issues that I am having and nothing has been done.I have a water bill that is outrageous over $1700 to be exact. I have been going back and forth with *** and port ****** water department to get this fixed I now know that the house has bust pipes under the house and this has been brought to Company attention as well.I have recently purchased a machine to unclog the restroom toilets and paid out of my own pocket to get this taken care of. For the 8 months I have rented from this company I have paid my rent on time in full even with all these issues I have in the house.I have pictures and videos of the house inside and out, im not able to upload all but one .I have asked if I can get into another unit even if I have to pay a lil more rent..I was told no.I don't have anywhere else for me and my family to go.I just want the company to be held accountable for treating the tenant like trash basically. I want to know if I was to find another place to move will I be held accountable for breaking lease due to all the issues I'm having. I pray that someone will help me out with this.Thank you for your time and I hope to hear back from someone soon

  

  Business response

  05/30/2024

  Every issue that she reported has been resolved. I have her work orders that she put in through the portal and the invoices from contractors. We had contractors out there 11 times.

   

  We were told that the leak had been repaired the first time she reported it in February 2024. We did request that she bring in all of her water bills so that we could see if the large amount due was a roll over from the leak that was repaired or if it was on going issue. 

   

  ***** failed to provide those water bills to us. She did email one document that was not what we asked for. I'll attach that to this email. 

   

  ***** claimed that the leak was on going but the document she provided only shows the usage from November 2023 to January 2024. She didn't report the high water bill/possible leak until February 1, 2024. 

   

  We did let her know that she would have to do a leak adjustment form with the City of ***************** to adjust the bill from the leak that was repaired since the water account was in her name.  (In order for a tenant to receive a leak adjustment, the tenant has to fill out the form and provide the bill stating the leak has been fixed)

   

  The last time I interacted with ***** was when she came into the office a couple of weeks ago. She requested to be let out of her lease.  ********olbrook (Office Manager) and I both spoke with her.  I reminded ***** that I would need to see all of the water bills and that what she provided was not what we requested. She then would not speak or acknowledge me; she would only speak to ********** who informed her that she would not be let out of her lease. *** reminded her that she needed to report issues in writing through her tenant portal and that we would need the actual water bills. 

   

  I then asked ***** to send me the water bills via email and as I was asking her if she needed my email address ***** got up and walked out. 

   

   

  ***********************;

  Maintenance Supervisor/Property Manager/REALTOR

  Ace Rental Management  

    

• Initial Complaint

  04/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Flooding in my apartment from the floor 2 inches on the floor when it rains

  

  Business response

  05/21/2024

  On the morning of April 29^th there were contractors on sight at ******************* Apartments where *********************** resides.  She called that morning stating that water had gotten into her unit due to the rain.  We had the contractors on sight go over there that day to address the issue.

   

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

  Ace Rental Management Owner/ REALTOR

• Initial Complaint

  05/16/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  February 17th 2023, Ace Rental Management charged my renters portal $256, so Monday morning February 20th ************************************************************************************ it would be emailed over. Its May 16th, and have not received nothing. This is our second time finding over a hundred termites all over our kitchen (in our dinner on the stove), bathrooms, and most disgustingly in OUR BED, the first time being the evening of May 9th. May 9th Ace also stuck a note to our door saying we have to pay our unpaid rent. When I called May 10th at 9:08am, we were told it was sent out by accident and it was for those charges not our actual rent, and to continue taping up the cracks in our apartment, keep the lights off, and they only spray quarterly, once again asked for the statement and her response was as she threw it away, assuming the office manager, so there was nothing she could do. I asked ******************* to please email me to have verification that she said it was sent out on accident. Still havent received nothing. The termites alone are getting the point where I shook my head because I felt something crawling on me and a couple fell out of my hair!! Ace Rental management does nothing but give me and my neighbors a run around, and its tiring. We just want results or even just communication, and we get nothing. *** says there is only a few of them in office and too many rental properties, you would think they hire more people if they cant manage all of them properly. I have emailed, owners, ***************** managers, and receptionist. *** called numerous times, and my fianc has even visited them but still no kinda results or communication. Every day that $256 is charging me a late fee, and they dont care. I have photos and videos documenting everything stated above, something needs to be done.

  

  Business response

  06/19/2023

  Entergy had transferred an account balance from a rental unit we manage onto our Ace Rental Management Entergy bill.  It only listed the account number and the amount, but not the units address.  We had to call Entergy to get the address after providing the account number.  We were told it was *****************************************  We requested a copy of that bill be sent to our office but we never received it.  I did charged the tenants ledger for the bill in the meantime.

   

  We had to call Entergy a couple more times and continue to request that bill to be sent.  Once we did receive the bill, the amount for unit #*** was less than the amount that was initially shown that had been transferred to our bill.  We called Entergy again and they informed us that a part of that total was for another unit that had been transferred as well.  Both of these bills were finally mailed to us and were charged to the appropriate tenant. The bill for #*** is attached to this email for your records

   

  I have gone back onto *************************** ledger and adjusted the Entergy charge to reflect the correct amount that is owed minus the connection fee.  I also turned off the late fee calculation in the computer system so that it wouldnt continue to calculate them.  The computer automatically calculates late fees for past due balance until paid and sends daily emails as a reminder.  I have also emailed the tenant to let them know about this as well.  The tenant paid off this balance on the 12^th of this month and now have a zero balance due.

   

  The 3-day notice that was placed on the tenants door was an oversight on my part and should have never been sent out.  I was unaware that the tenants were expecting something in writing stating that it was a mistake.

   

  In regards to the termite issue, we received many calls about termites swarming from all over the Golden Triangle as the swarming was especially bad this year.  Tenants are instructed to sweep them up and throw them away just as they would mosquitoes or June bugs.  Swarming does not necessarily indicate a termite problem according to pest control companies we use.

   

  Sincerely,

   

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

  Ace Rental Management Owner/ REALTOR

   

   

  Customer response

  06/19/2023

   
  Complaint: 20064423
  
  I am rejecting this response because:
  I have requested an early lease termination or buy out due to the highly unsatisfied issues and the prolonged time for any if any response from management for any issues. Again, speaking to *** she in formed me since the 30 day notice is required we would still be responsible for July, which is not an issue. I did inform her we will be moving out on or Before July 3rd and that I authorized her to put my unit for rent as early as July 1st, which is written in email to her per her request. Im requesting to only have to pay July's month rent, with no expectation or desire to receive my deposit back to cover an additional month. Outside of this complaint the reasons for the early lease termination request is due to the lack of notice provided to my neighbors for noise complaint at times as early as 6am and as late as 12am which fall out of noise ordinance times which highly affects the quality of my living due to lack of sleep on frequent occasions, the lack of notice to my neighbors who don't put their dogs on leashes after we were call our second day in our unit because our dog is trained far more then all the dogs here, and the lack of notice to my neighbors who park all their vehicles and their vistor vehicles in front of mine and my fellow neighbors units causing us to park in the back when there was already a notice and continuous complaints following that notice that nothing changed.. we were told "If the handicap parking is open, just park there". Per my initial complaint, early lease termination in other words being responsible for July's month rent and no expectation or desire for my deposit back is the final most desired outcome. 
  Sincerely,
  
  *************************

  

  Business response

  07/06/2023

  Tenant is considered to be breaking their lease; however, we will not hold them responsible for rent past July 31^st, 2023. Deposit will go towards reletting fee and any damage done to unit.
  

   

  Sincerely,

   

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

  Ace Rental Management Owner/ REALTOR

  1220 *************

  ***********, ** 77651

  Customer response

  07/07/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  08/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Electrical shortage. whenever we use our cooking appliances the power goes out. My wife has contacted them three times about the electrical problems and the people at Ace rental Keep telling her they would contact the owner and nothing has been done. Multiple leaks on the roof. After 2-3 phone calls to them, the maintenance man for the roof finally came and put two patches on the roof and its still leaking. Ruining a computer keyboard and computer graphics card and we would like to be compensated for our electronics. No Garbage can. First moving in here we made it known to them that we didn’t have a garbage can and they have yet to provide one. Our garbage is piling outside on the side of the road. We believe that we are under the right circumstances to exercise 92.056 and 92.0561 of the Property Code considering they had substantial time to make these repairs final. We also believe our landlord is in violation of our renter’s agreement due to liability so if possible we would love if you can help us with clarifying this even further.

  

  Business response

  09/09/2022

  Roof
  

  When the tenant called in the roof leak on the first occasion a contractor was called by Ace Rental Management to go out and address the problem as soon as they were available. The contractor responded they would get out to the unit as quickly as possible and made what he thought were repairs that would fix the original leak.  Apparently when the next rain came the roof leaked again maybe from the same spot but potentially from a different adjacent location. When Ace Rental Management received a report from the tenant that the second roof leak had occurred we got approval from the owner to have the roof tarped which was completed and is the current condition. 

  Computer Stuff

  We are sorry to hear that the tenant has reportedly incurred some damage to personal belongings which were claimed as a result of the roof leak. With this said, it is addressed at every lease signing that a tenant's personal belongings are not covered by the owner's property insurance. Tenants are always advised to consider renter's insurance so they will be covered for situations exactly like this one.

  Electrical

  As soon as the electrical problem was reported by the tenant to Ace Rental Management, an electrical contractor was asked to inspect the situation.  A bid was provided to the owner to upgrade the apartments electrical system.  From the beginning, the tenant was instructed to refrain from plugging in this additional load that was causing the breaker to trip.  In regards to the electrical issue, Ace Rental Management instructed the tenant to make temporary changes that would prevent the circuit from tripping while the owner and electric company got prepared for the proposed electrical upgrade.  Once the electrical upgrade was completed by the contractor this request will no longer be necessary.  The work has been completed by the contractor.

  Similar to plugging in a space heater and hair dryer on the same circuit, the kitchen appliance they are plugging in creates an overload situation on the circuit where the breaker is tripped to protect that wiring.  This is exactly how electrical circuits are designed.  The upgrade will increase the number of circuits in the apartment and potentially the wire size so that more loads can be plugged in without tripping the breaker that is a safety device.

  Trash Can 

  We need to check and see if a 3^rd trash can is on site.

  Summary

  There will be no compensation provided to the tenants. Ace Rental Management took action on the roof issue and sent contractors to fix the acute roof problem along with a contractor to address the electrical circuit(s) once the owner provided their approval and the contractors were available.

  Sincerely,

  **** ****

  Ace Rental Management – Owner

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

  Port Neches, TX 77651

*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. ↩