ComplaintsforResidential Leasing & Management Corp.

• Initial Complaint

  06/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I am writing to formally lodge a complaint against Residential Leasing Management Corp. regarding their handling of the security deposit for the rental property located at 2563 Starling ln Magnolia, TX. Despite the understanding that the landlord has primary responsibility for security deposit issues, RLM as the intermediary, has an obligation to ensure fair transactions between tenants and landlords. The landlord has wrongfully withheld $1,860 from our $2,500 security deposit, with charges that are excessive, including $800 for painting, $195 for sheetrock repair, $395 for cleaning, $385 for steam cleaning, and $85 for an AC filter. These charges fall under normal wear and tear as per Texas Property Code Section 92.104, and the landlord has failed to provide adequate documentation or proof of damage. Additionally, RLM claims they have no control over the landlord’s decisions and has failed to mediate or provide adequate assistance in resolving the dispute. This undermines their role as a management company and disregards their responsibility to ensure fair practices. When my wife and I raised our concerns, Residential Leasing Management Corp. was uncooperative and dismissive. An employee even laughed at my wife during a phone call, which is highly unprofessional and inappropriate. We request Residential Leasing Management Corp. to intervene and facilitate the return of our wrongfully withheld security deposit. We demand a commitment to improved communication standards. We seek assurances that the company will review and enhance its policies to ensure fair and equitable treatment of tenants in future transactions. We seek that they discontinue their claims of superior tenant management and high-quality customer service found on their website. We believe that Residential Leasing Management Corp. has a duty to act fairly and transparently, ensuring that all parties fulfill their obligations under the lease agreement and relevant Texas Property Codes.

  Business response

  06/25/2024

  Dear BBB 
  
  The complaint against our company appears to be split into two issues.  One being an issue of the amount their landlord deducted from their deposit, and the second issue being how they felt RLM disrespected them and provided poor service.  
  
  Regarding the  second issue mentioned about the service provided:  Kari (one of the prior tenants) called our office and had a discussion with Rhonda (an employee of RLM.)  During the call, Kari interpreted a sound that she heard as Rhonda Laughing at her on the phone. I have attached the phone recording so that all parties may review. At  2:06 into the call you can hear a quick two syllable sound that takes place, I can't say for sure what the cause of the sound is, but the employee in question sits in an open office that is shared and there is noise and conversations all around her.   Rhonda was not laughing, however once Kari felt she was being disrespected the call took a turn and there was really not much discussion over the issue.  This call was really just an unfortunate misunderstanding. 
  
  In regards to the amounts deducted from the security deposit.  Kari and Christian were tenants on a lease agreement between them and  the owner of the property.  We are very clear from the beginning that our company is not the landlord and we do not make decisions when it comes to the security deposit. Per the Texas property code and the lease agreement this process is the responsibility of the Owner/landlord.  The home that is in question was a brand new build and Kari and Christian were the first people to live in the home. After they moved out the owner paid just over $2700 to bring the condition back to the condition it was prior to their lease. The owner deducted what he felt was above normal wear and tear and deducted $1860 and returned $685.   
  
  
  Because we are not the landlord and we do not have control over the deductions we add an amendment to the lease documents at the initial lease signing. Kari and Christian both signed an addendum to the original lease contract that informed them,  the owner controls the security deposit deductions. The addendum goes on to say if the tenants have a disagreement, our company will help assist them by relaying their written request to the owner in hopes that the two parties (owner and tenants) can come to an agreement.  In the complaint they stated "we have failed to mediate or provide adequate assistance in resolving the dispute," however we were not even given an opportunity to assist them in resolving the matter before they went directly online to submit negative reviews after feeling disrespected on the phone call.  I do understand the route they took based on them feeling like we were laughed at, I am hopeful that by reviewing the recording they will understand that was just not the case. 
  
  
  I have however forwarded their dispute to the owner and I will work with the owner in hopes an agreement can be made between the owner and the tenant, however our company does not have any legal control or say over the issue directly. 
  
  

  Customer response

  07/08/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

• Initial Complaint

  12/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I requested a service through my tenant portal for no heat being in the house for over a month. I requested the service on 12/11/2023, 12/28/2023, and 12/30/2023. On all three days, the request was closed, as if they perform service. No one from a maintenance company contacted me in any form. I received a phone call from the owner *** the property, complaining to me that she was using the rental as income for her retirement. She asked me if i can come out of pocket and fix things myself, because she doesn't have any money to pay for any services. She went on to tell me that she has been a landlord for around 14 years, and she just fired the last person that allowed my to request that the kitchen sink and boiler needed service. I told her that I was just the tenant paying her a large sum of money a month $3200. And that her finance is none of my concern. She over talked me by explaining her home is for when she retires (again), and I explained to her that Center point were the ones that said her own boiler was years old/not in work and needed to be replaced. That was the reason I had no hot water when I first moved in, and had to go to a family members house for six weeks for my family and I to even take a shower. I explained to her the the windows were broken, the front door cant be closed, water leaking from behind the refrigerator, door handles where broken and can be a safety hazard (We can get trapped in the room, in case of fire) and some soke detectors were missing. And the was just to start. She told me it was 3am where she was and can't talk because it was too early. I explained she was the one that called me and asked if she ever once receive the complaint sheet that i filled out at the beginning of the rental. she rushed off the phone and hung up.

  Business response

  01/02/2024

  
  Dear BBB and ****** *******, 
  
  
   I am responding to the complaint ********* against Residential Leasing & Management Corp. We are a Real Estate company that was hired to assist the owner of the property where ****** ******* rents.  Our ability to assist is limited by the terms of our contract with the owner of the property. 
  
  The phone calls and communication ****** is referencing is not communication with our company, but her communications directly with her landlord. We are not a party to those conversations. As such this complaint should be removed as it is between ****** and her landlord that she references in her complaint.  
  
  With this property the landlord uses a home warranty company to address maintenance issues.  As we do not handle the maintenance on this property once a work order is submitted it is sent to the home owner and the home warranty. After it is sent to the appropriate parties the work order is  closed in our system because it is not a repair going through our maintenance contacts.   Being closed in the system is not an indication that a repair has been completed, only that it has been sent to the appropriate parties.  ****** has been instructed  more than one time that the company that has been given the work order by the home warranty company is *** *************  RLC has informed us that they they have made multiple attempts to reach ****** at the numbers we have on file ************* *** **************  We have also emailed ****** the contact information for this company so that she can set up a time for service.  We called RLC again today and they confirmed they have not been able to reach ****** to set up the service, however they confirmed they still have the work order, and will be able to take a look once ****** is able to set up an appointment with them. 
  
  
  Please call RLC at 281-858-5465 to set up at time for the service. 
  
  
  

  Customer response

  01/09/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  
  
  
  
   
  

*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. ↩