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BBB has determined that Armadillo Properties meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
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Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||5|
|Total Closed Complaints||6|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||2|
Licensing, Bonding or Registration
This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.
These agencies may include:
Texas Real Estate Commission
PO Box 12188, Austin TX 78711
Phone Number: (512) 936-3000
Type of Entity
Limited Liability Company (LLC)
Business ManagementMrs. Denise Zehr, Co-Owner Mr. Greg Ruehlen, General Manager Denise Zehr, Realtor/CoOwner
Real Estate - Rentals by Individuals Real Estate Property Management
Method(s) of PaymentThis company does not accept Cash.
Refund and Exchange PolicyArmadillo Properties does provide a review process for tenant's who do not agree with the determination of their security deposit. The review department does adhere to the fiduciary responsibly of Armadillo Properties to work for the Landlord in collecting for damages, yard maintenance and cleaning responsibilities if a tenant has been remiss in the guidelines provided on their lease. We also have the responsibility to treat the tenants fairly and honestly. We believe a fair and detailed review process be made available to meet such requirement to treat the tenant fairly and honestly. In the process of this review, we can and do provide refunds (for specific charges to a tenant's security deposit) if we are able determine an error was made or we find proof to support a tenant's complaint. Hours and hours of time goes into the review process, and we encourage all tenants to send an inquiry to us if they feel they have been charged unfairly. We also encourage all tenants to review their lease, to include the Landlord's Rules and Regulations Book. This should be reviewed at the time of their lease signing, throughout their tenancy when repair concerns arise, and certainly prior to their move out. This will assist to save a tenant damage and cleaning charges at the time of their move out.
Service AreaThis company offers rental properties throughout the Fort Hood, TX communities.
Alternate Business NamesExit Heart of Texas Realty The Zehr Team
This company offers residential and commercial property management services, rentals, and real estate sales representing buyers and sellers.
Customer Review Rating plus BBB Rating Summary
BBB Customer Review Rating plus BBB Rating Overview
2602 E Highway 190
Copperas Cove, TX 76522 (254) 547-0505 Directions
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|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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Read Complaint Details
Complaint: My husband and I rented a property from this company in April 2015. When we moved into the property, the kitchen and bathrooms were dirty, there were boxes in the attic and there was a worm infestation in the home. We reported the dirty kitchen and bathrooms as well as the infestation to the property management but was told that in order for management to schedule a cleaning, we would have to vacate the property. As for the worm infestation it was not their responsibility anymore since we occupied the property. The issues were not resolved and therefore we were left with it. We vacated the property on June 30, 2016. Our deposit was not fully refunded due to "service fees, cleaning fees and yard maintenance fee". When we questioned about the cleaning fees, the company charged us for pity stuff. As for the yard maintenance, it was not cut to their standards but yet when we moved into the property, the lawn was not cut at all. We provided dated photos showing the cleanliness of the home and the cut grass, yet they still refused to refund the deposit.
Desired Settlement: Overall, we feel that this company cheated us of our deposit. The issues that we had at move in were ignored by the company but yet at move out, they want to point out every small issue and charge us. We want our cleaning and yard maintenance fee refunded.
This tenant has already disputed these charges with us. Their evidence has been given full consideration and a refund of $50 was provided. The remaining charges were deemed valid, based on the move out inspection and associated photos. All relevant evidence has been provided to the tenant in previous email communications. Here is an excerpt from the final email sent to them regarding the original dispute filed with us:
"I have finished reviewing the new evidence you sent me. First, let me assure you that no one entered the home between the date you surrendered keys and the date our inspector performed the move out inspection. Unfortunately, you did not include any documentation from Hamilton Electric in the email attachments. If you do provide proof of service through 8 July 2016, I will certainly refund that $50 charge to you. The photos of the yard you sent me clearly establish that the lawn was not freshly cut and trimmed the day of the photo, or even a day or two earlier. For starters, I can see the weeds right under the date/time stamp in the back yard photo are clearly not freshly cut. Also, I can see grass creeping onto the concrete, indicating edging was not performed as required, or the work was done several days before the photo was taken. Further, when I zoom in on the back yard photo, I can see all the tall grass in the back laying over on itself, as well as the tall grass around the base of the tree. As you already said , your photo of the refrigerator does not show the area of the shelf in question. Again, I can only assure you that no one entered the property prior to our inspection. Your photo of the sink shows the same residue along the outer seams, as well as some of the dried water spots on the sink tub walls, as our move out inspection photo. Please understand that the water in the move out inspection photos is from our inspector testing the faucet, and you were not held responsible for that.
Now they appear to be claiming that the unit was in terrible shape when they moved in so they should not be liable at move out. On their move-in Inventory and Condition Form (attached), they only listed the microwave, some of the baseboards, and a bathroom countertop as dirty at move in. They never requested we correct those minor issues. The house was professionally cleaned prior to their moving in. We also provide all tenants 48 hours to report cleaning issues after receiving keys and request a re-clean. This is a written policy provided to all new tenants. Our records indicate they never made such a request. We believe all of the charges against the tenant's security deposit are correctly applied in accordance with the Residential Lease they signed and the Texas Property Code. We are not prepared to make further adjustments to the charges.
We are not accepting the response! The $50 charge that was refunded was for an electric fee that the company incorrectly charged us; it has nothing to do with the cleaning and yard maintenance fee. We are not claiming that the unit was in “terrible shape” at move in, DO NOT PUT WORDS IN OUR MOUTH! The home was dirty at move in. We do not agree to being charged the cleaning and yard maintenance fee because at move in, we called to inform management about the cleanliness of the home and requested it to be corrected, they told us that they will not clean the home unless we vacate the property, and as we mention before, we could not vacate the property at the time since our personal belongings had already occupied the home. As for the worm infestation, they will have notes that we have complained several times about it and nothing was done on their end. Again, they told us it was our responsibility. Since they claim that the home was “professionally cleaned” before we moved in, then how long was the home vacant before we moved in and why was the attic full of empty boxes? Their move out inspector should have caught that and had the boxes removed but yet we informed them of this and now are being charged for it as well. Dealing with this company is ridiculous. They say one thing over the phone and another later.
We are very sorry this tenant is not satisfied. However, we have done everything we can to explain the charges against their security deposit. We did have the unit professionally cleaned and the landscaping done prior to their move in. The home was vacant for a few weeks, and we do understand that some minor touch up cleaning may have been needed after such a period. We also understand that our cleaning teams are human, and may sometimes miss some things. That is why our written policy states that tenants can request a re-clean, in writing, within 48 hours of receiving keys and we will accommodate that request at no charge. The policy is also very clear that, if they do not make such a request, they are assuming full responsibility to ensure the unit meets the required standard at move out. As for the tenant being told that we would not re-clean the unit unless they vacated, that is simply untrue. Performing minor touch up cleaning after a tenant moves in is a normal procedure for us; providing they request the service in writing within 48 hours of moving in. Again, our records indicate that this tenant made no such request. Our records do indicate that they submitted 8 written work requests within the first 5 days of their tenancy (lease started 4/25/15). We responded to all of their requests in a timely manner. Many at no charge to them or the landlord. None were for additional cleaning. One was a request to mow, trim, and edge the lawn; which we did two days after they moved in; again at no charge, per our written policy. We have already sent this tenant photos and the inspection worksheet, showing exactly what they were billed for and why. I have attached a screenshot of the work history on the unit, beginning with the make ready work we did prior to their lease start date, through the end of their lease. We maintain that these charges are valid.
For the company to state that we should “understand that our cleaning teams are human, and may sometimes miss some things” is ridiculous. If that is so, then the company should understand that our “cleaning teams are human” as well; obviously, those terms only apply towards the company. We moved in on 4/25/15 and that same day we called the company about re-cleaning the property. To state that our claim of calling the company for a re-clean is “untrue” clearly says that the company is calling us liars and we WILL NOT put up with that. Again, the company personnel told us to vacate the property if we wanted a re-clean so why would we lie about this? At this point it is our words as renters against a renting company and they will do what they can to profit. From reading other complaints by previous tenants to this company, we are not the only tenants that this company has cheated; therefore we believe that issues like ours are common for the company and they know it. We should have known that the clause in the lease stating that "tenants are not allowed to be present during the final inspection walk through" would lead to this.
Problems with Product/Service
Read Complaint Details
Complaint: This company has caused me nothing but stress. I have reported to the company several times since My children and I have moved in that the owner controls heat/air in the home and possible cameras through the alarm service. The owner also has a lock box in the front of the home on the water outlet outside, This has also been reported several times and never removed. I have come home numerous times and my doors would be left unlocked as if someone keep coming inside when im not home. Also i would like to address the issue that i shared with the property manager about some finanical struggles i was having when i was late on the rent about my car being repoed. This information wasnt kept confidential. One of the leasing agents has shared this information with people outside of armadillio properties, also stating that I was the reason she gotten written up. This has stressed me out to the max and my children and i dont feel safe.
Desired Settlement: I would like to get released from my lease without a penalty. Also I would like to get my full deposit returned.
I have spoken to **. ******* over the phone and we have come to an agreement on how to move forward. First, I have apologized for the lack of response to her concerns about the alarm system from our staff. This BBB complaint is the first time I am hearing of her concerns. I am sending out an HVAC technician today to disconnect the alarm system from all power sources and install a standard thermostat. This will disable the entire alarm system, along with any cameras, lock controlling devices, and environmental controls (if any). I have assured her that the lock box on the outside of the property was installed by a Realtor who is not affiliated with this company, and who was attempting to sell the home prior to it coming under our management. Upon assuming management of the home and moving **. ******* in, all of the locks in the home were re-keyed, and the only copies are in her possession, and in our maintenance office key box. Any keys that might still be in those Realtor lock boxes no longer work in any locks at that property. Further, we have recorded the serial numbers of the electronic lock boxes and reported them to the local Realtor association; asking them to track down the owner(s) and have them removed. This is something we cannot do without possibly damaging the property, as we do not have the required electronic codes to released the locks. These are expensive, tamper-proof, electronic lock boxes; so cutting them off is difficult without damaging whatever they are attached to. Finally, we have addressed her concern that one of our employees is putting her personal business out to the general public. The employee in question denies all such allegations. Nonetheless, she has been verbally counseled on the severity of such a breach of confidence.
Business Response: We are very sorry that this tenant is now not in agreement with what we discussed over the phone. I did speak to her personally and we did come to an agreement on how we would proceed. We followed through with everything I discussed with the tenant. I even asked her to be sure and reply to this complaint, letting the BBB know that we had come to a resolution. She said she would do so. Instead, she defaulted on her lease by abandoning the property without warning or notice. We discovered the abandonment while trying to respond to her concerns. Then, she replies to this complaint by telling you that we never had any meeting of the minds in moving forward. I simply do not know how to respond to someone who says one thing in person and then does the exact opposite; even as I am addressing all of her concerns. There is nothing further that can be done here, as this tenant is now in default on her lease and has abandoned the property. We regret that she was not willing to allow us to address her concerns.
|9/16/2014||Problems with Product/Service | Complaint Details Unavailable|
Problems with Product/Service
Read Complaint Details
Complaint: I would like to start by stating that I am 39 years old and have been in the **** for 18 years and have never had any problems like this before in my entire life. With that said we rented a house in ******** **** ***** from Armadillo properties while we were stationed in Fort Hood. When we moved in we made a deposit of $800, and completed the form to identify the problems with the quarters. Some of the problems that we identified were stains in all the carpets upstairs, the walls were scratched, carpet pulling away from the walls and door jams, seams in carpet separating, back porch door destroyed, window blinds broke in multiple windows, screens ripped in several windows, Front door scratched, back door scratched, holes in the yard, fence bent among six pages full of other problems with the house. We moved into the house during the month of July 2011with the understanding that we were not responsible for the past damage and moved out due to PCS March 2014. During the time we lived there we had a flood that was due to a water line in the wall between the garage and the living room. Armadillo sent a crew that fixed the leak and did a horrible job patching the wall, another crew that dried the carpet and refused to replace it even though it was wore out and mildewed. We made several complaints about the condition of the carpet that went ignored. During the time we lived there we damaged one thing and that was the toilette paper holder in the master bathroom, because my wife slipped and grabbed it on her way to the ground. The things that we should have had to pay for besides the toilette paper holder and the damage it caused to the wall which was minimal, was curtains for the living room, we accidently allowed the packers to pack them and a couple pieces of wood that we left behind in the yard. The reason the wood was there is because the fence was so poor we had to use the wood to block holes so our dog didn’t get out. We put a pet deposit down for the pet as well. When we moved out we hired S****** ******* to clean all the carpets, and a professional cleaner to clean the house. My wife keeps a spotless house and we treat a house that we rent like our own. We took great care of the home while we lived there and left it in better condition than when we moved in. I am sure if you talked to my former neighbors they would agree to all of the above. Anyway we received a bill for 2037.60 that included Armadillo properties cleaning the carpets that were cleaned by a professional company and we provided them with the receipt from S****** ******* ( which they recommended ), We disputed the charge and they sent it to a legal firm in New York. We have talked to the firm and have got it lowered to $969. We have asked the firm several times for a itemized list and he said he does not have a itemized list. I have a hard time believing that three curtains, damage from the toilette paper holder and picking up about three pieces of wood cost $969. I guess we will pay the money because we don’t want it to reflect on our credit report and because I am deployed and have better things to do for our country than argue with a dishonest Company. I really feel like we got scammed on this deal. Thank the lord it is only money that this dishonest company swindled us out of. I wonder if they are cheating me, how many other soldiers are being cheated out of their hard earned money. If you would like a copy of any of the documents for your investigation please let me know.
Desired Settlement: I would simply like for the company to justify the charges and when I prove that they were existing damages except for the damages I mentioned I would like to have my money back. I would also like the guarantee that no other Soldier or Civilian ever gets treated in such a despicable manner by this Company.
*** * **** ********
We have finished reviewing the disputed items, including pre-move-in inspection and work orders, your own inventory and condition form completed at move in, work orders and mid-term inspections completed during your tenancy, and our move out inspection photos and written report. Your complaint is very vague on why you do not believe you should be charged for anything other than a toilet paper holder, some curtains, and some wood left in the back yard. Therefore, we reviewed every charge against your security deposit. Our findings are as follows:
PROBLEMS NOTED DURING MOVE IN: Our landlord’s Rules and Regulations booklet gives specific instruction on what to do if a tenant discovers problems during the move in process. For cleaning issues, they have 48 hours to request a re-cleaning of any items that do not meet the required standard. After that time, they are assuming full responsibility to ensure the unit meets the required standard at move out. For repair issues, they have 7 days to report existing problems and make a request for repairs. Anything not reported within 7 days is considered to be in good working order. For pest issues, they have 14 days to report a problem and request the appropriate pest control treatment. After that, the tenant is fully responsible for all required pest control measures. Let me assure you that this property was fully cleaned with stringent standards before you moved in. We also offered you any cleaning touch up that you put in written request for us to come back and do. Simply writing down some cleaning issues on your walk through form does not constitute a written request. Tenants often document all sorts of things on their personal walk thru, that in fact, may or may not exist. If they do not request any further cleaning, we deem the property to be in good order and will bill the tenant for any cleaning they did not complete at the time of their move out. There are many different cleaning standards of people that you might hire to do cleaning. Hiring someone to clean does not assure that all cleaning requirements were met. We note that you were not billed for many items you mention in your complaint but we will do our best to respond to each of the items that you mentioned.
CARPET CONDITION: The home did have a broken water line, which resulted in water damage to the carpet during this tenant’s lease. However, I can find no record of the tenant ever requesting carpet replacement. The only record we have is a note about “separating seams” and you asked us to make note of it in our file, so that you would not be held responsible at move out. We did as you requested, and you were not held responsible for any carpet damage.
WOOD LEFT AROUND FENCE: The chain link fence was installed correctly. The wood you placed was at areas where gates meet and gaps are unavoidable (see attached photos). Tenants may have varying sizes of pets so it would be your responsibility if you feel a pet could escape through the fence. I do not believe this to be an issue because you agree it was your responsibility to remove the wood when you left.
PET DEPOSIT: You state you left a pet deposit. A review of the record indicates the pet agreement was altered AFTER it was originally signed. Our policy for every tenant is to charge a one time, non-refundable pet fee of $250 per animal. We do not collect pet deposits. You can see on the original pet agreement that two dogs were originally listed and that a non-refundable fee of $500 ($250 per animal) was required. At some point, this agreement was altered with a pen and ink entry, showing a $250 pet deposit. If you take the agreement at face value, including the alteration, the tenant should have paid $500 in non-refundable pet fees, and a $250 pet deposit. Our records indicate that only $250 was paid. Our bookkeeper processed the $250 payment as part of the $500 non-refundable fee. Therefore, it was not applied to the security deposit. Since this appears to be an administrative error on our part, we will consider the $250 to be a refundable pet deposit and credit that amount to your charges.
CLEANING: I have attached several photos, as well as the inspector’s move out notes, that document the condition of the property at move out. These photos clearly document the need for us to order a re-cleaning of the unit. Additional cleaning was required to meet the move out checklist standard and you were billed accordingly. Please understand that due to file size restrictions, it is impossible to send all of the over 580 high resolution photos taken during the move out inspection. Original photos are available for review at our offices.
CARPET CLEANING: Though you did submit a carpet cleaning receipt, the inspector noted the carpets were not cleaned according to our standard. Our standard is explained in the landlord’s rules and regulation book. Since you had provided this receipt, we required our maintenance manager to personally verify the inspector’s findings, prior to our ordering the re-cleaning of the carpets. The maintenance manager’s personal inspection of the carpets confirmed that they were not properly cleaned and smelled badly of pet urine; especially in the upstairs hallway. Our move out instructions clearly state that if carpets are not cleaned to standard, we will re-clean them at tenant expense.
GENERAL REPAIRS: See attached worksheet for a complete list of make ready repairs required at move out. This is our internal invoice from the field technician to our bookkeeping department. Every item on this invoice is researched and scrutinized to determine who will pay for it. Then separate invoices are prepared for the tenant and the property owner, showing only their respective charges. I have furnished this copy so you can see the notes describing why the tenant was charged for specific items. Items marked “TC” were billed to the tenant as new damages. Items marked “OC” were paid for by the property owner as fair wear and tear or previously existing conditions. Though the tenant may have listed some of these items on their move in condition form (blinds specifically), our documentation shows that these items were replaced and were brand new before the tenant moved in. All maintenance charges have been reviewed and appear to have been billed correctly.
COLLECTION EFFORTS: We did send you a closing statement on 4/10/2014 to the forwarding address you gave at move out. This itemized statement gave you 30 days to pay. After not hearing from you, we sent a second letter on 5/16/2014 to the same address, informing you that we would surrender the file to our attorneys if you did not make contact regarding their account within 15 days. This letter further explained that the attorney would add 40% to the balance owed, and that this would be your responsibility to pay as well. Again, after not hearing from you, we surrendered your file to our attorney on 6/20/2014 for further collection efforts. The first time we heard from you was through the BBB complaint you filed, followed the day after by correspondence from the Fort Hood Housing Office restating the same complaint received by the BBB.
We do a have a thorough dispute process that was available to you and we would have been happy to review your charges and make any necessary adjustments, without the need for BBB or Fort Hood Housing’s involvement. I am uncertain why you state you never received an itemized bill. You were sent this itemization in your final closing statement and again when we sent the demand letter giving you 15 days to respond. Further, the attorney that handles our collections has a copy of the itemized list and could easily have provided one to you. Lastly, the attorney office is in Florida, not New York as you have stated.
SUMMARY: Aside from the administrative error regarding the pet deposit/fee, it appears that all charges levied against you were applied properly. The pet fee error remains a mystery, as we have no proof of who altered the original agreement, and the individuals who worked in our property management office at that time are no longer employed here. That said, we are happy to accommodate your expectation that this was a deposit, and will credit that amount to your charges as stated above. Please let us know if there are any further questions or concerns relating to this matter, as we are eager to settle this account.
********* ****** *
We were told at the time of move in that we had seven days to prepare the pre-move-in inspection as far as for work orders we were told that anything we wanted fixed we would have to request a work order. We were not told that we would be held responsible if it was reported in a work order. When we moved in we were told to come by the office and pick up the key, we were never shown the house by a realtor and we never received the landlord’s Rules and Regulations booklet that is described in the text I received from the finding report prepared by Armadillo. You may find it weird that we never had a realtor show us the house and the reason we didn’t is simply because we rented this house off of the internet while stationed in **** ******* **** and never walked in the house until the day we signed for the property. I have read the statement prepared by Armadillo and our dispute on the findings is as follows:
PROBLEMS NOTED DURING MOVE IN: We never received the landlord’s Rules and Regulations booklet as I stated above we simply went by the rules stated in the lease. I was told by a gentleman (**** that worked at Armadillo during the move out process that we had the choice of paying them (armadillo) to clean the house, clean it ourselves or hire a professional to clean it. We were told at the time of move in when we picked up the keys that we had seven days to submit any issues that were found wrong with the property on the form that they provided us with. There was never any talk about us having to submit a work order or we would be responsible for the damages and to my knowledge it does not state that within the lease. I find it absolutely crazy that the Company would say that we had seven days to submit a work order or it would be considered to be in good working order and that we would be responsible especially when the lease we signed did not say anything about being held responsible for those damages that were present prior to move in. If this was the case then why would we be provided with a form to write down all damages, is this forms sole purpose to overwhelm the tenant? As for the comment that stated “hiring someone to clean does not assure that all cleaning requirements were met” I agree to this however we were told on multiple occasions while we were moving out that if we hired S****** ******* we would not be charged for any carpet cleaning. I do however agree that the people we hired to do general cleaning failed and we noted that when we turned over our keys. For the damages, we were billed for all the items that were mentioned in our complaint because we were told of these items while we were trying to dispute with the Company. However we requested several times to receive a clear statement of charges and we never received said statement. This is how I would assume a crooked Company to act or perform while scamming monies from past tenants. After reading I feel that the Company once again failed to respond to each of the items that I mentioned but I will do my best to dispute the finding that I feel are fraudulent.
CARPET CONDITION: I requested several times to the maintenance worker and the management that the carpets please be replaced after the leak, I even sent emails however I can’t recover those said emails.
WOOD LEFT AROUND FENCE: I did not dispute the wood left in the yard. The fence was properly installed however it was bent and in terrible shape. The fence and the wood were not part of the dispute and I even stated that I should be charged for the wood, so I don’t know why this was put in the text. My only assumption is the Company was trying to show that we did something wrong.
PET DEPOSIT: I don’t know how to respond to the pet response, I guess it shows the Company keeps poor records, makes several mistakes and is trying to justify something. We paid what was required during the signing of the lease. However we did lose a dog due to the fence not providing proper protection from a pet getting out hints the wood left behind. The dog that was lost weighed 130 pounds so I would think that will show the problems with the fence. The dog was a loved pet and was hit by a car.
CLEANING: As I stated above, I agree the people we hired for general cleaning did a poor job. We simply did as told and hired a professional to clean the house.
CARPET CLEANING: We hired S****** ******* specifically requested by Armadillo and paid extra for the pet odder removal even though that was not requested. We had complained of pet odder in the hall when we moved in and were told that it is “just the carpets”. The answer is simply we were told to hire S****** *******, we did, they cleaned it, we submitted the receipt.
GENERAL REPAIRS: We noted all of the areas during the move in as stated above. The blinds were never replaced and I would love to see the form that I or my spouse signed showing the replacement or repair of any of the items specifically the blinds. I still haven’t received a list of the maintenance charges so I couldn’t say if they were billed correctly or not my assumption would lean toward “not”.
SUMMARY: I disagree with 90 percent of the findings from the response from Armadillo properties. We have paid what was charged by Armadillo even though we didn’t agree. I will be sure to research businesses in much more detail in the future so that we are not taken advantage of ever again. I cant upload the supporting documents because I am in the **** and currently deployed.
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In regards to the Landlord’s Rules and Regulations booklet references; when answering your initial complaint, I observed that it was listed on Page 12, Paragraph 31 as an Addendum to the lease, indicating that you did receive one during the lease signing. Since it is our policy to ensure every tenant receives a copy of this booklet, and since it was listed as an addendum to your lease, I naturally assumed you received one. You say you didn’t, so I will take you at your word. In any event, since you are not disputing the fact that the cleaning was not done correctly, and since I have already clarified our policy on repair items, this is no longer relevant to the discussion. Having said that, I do know that you were also handed a copy of our move out cleaning instructions during the lease signing (copy attached), and that you signed this document acknowledging receipt. This is relevant. At the top of this form, in bold underlined text, it clearly states that if a tenant hires a professional company (carpet or general cleaning), and that company fails to clean to the standard required by the checklist, we will re-clean at tenant expense. So, even if you didn’t get the Rules and Regulations booklet (which expands on this policy), you did get the move out cleaning checklist.
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Problems with Product/Service
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Complaint: Armadillo Properties sent us an outrageous Statement of charges. I tried multiple times to contact them at get this sorted out, but with no luck. Finally one month later i was able to get a hold of the person to discus the charges. I informed her of the following discrepancies: 1. They are missing our $250 pet deposit. 2. I paid the remainder of my rent via money order right before i left. 3. We contacted them prior to us leave and was instructed that since our lease had expired 2 years prior to us leaving then we didn't have to worry about the clean up. 4. I looked in the folder that was provided to me by Armadillo back in 2010 and I was given the wrong lease. I was told by that lady that they will look in there records and she will get back to me. However the pet deposit that I paid was a fee and not an actual deposit. But the paper work I got clearly says deposit fee. So two months later i get a letter from *******, Price & Stern telling me that my account was been turned over to them to collect payment. They lady never contacted me back about that issues listed above and now I owe this new company approximately $400 more than Armadillo was attempting to collect from me. I refuse to pay either company until my issues can be properly reviewed and adjusted.
Desired Settlement: I wish for them to drop all charges.
First, let me say that we require all disputes to be in writing, and we reply to all disputes in writing. This way, everyone has a written record of the claim and findings. We have looked through all our files, emails, etc… and have no record of ever receiving a written dispute from this tenant regarding the charges to their security deposit. Having said that, we are happy to answer the tenant’s questions.
Problems with Product/Service
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Complaint: I rent a property from Armadillo. My air conditioning went out over the weekend, and I submitted a request Saturday night for repair. I am being told the repair cannot occur until Tuesday. I understand this, however, I requested either a window unit or a hotel room until the A/C is fixed. I did this because I have guinea pigs who cannot live in an environment over 80 degrees. Additionally, due to rain and humidity, my furniture, clothing, and electronics are at risk of being damaged. Furthermore, as the house is at 85 degrees, I cannot use my oven or stovetop to cook without raising the temperature unbearably high. Armadillo Properties refuses to acknowledge that these are unlivable conditions. I picketed their location with a sign stating, "It's 85F in my house. I just want my A/C fixed!", and they called the police rather than trying to handle the complaint civilly. The police informed me there was no justifiable reason for them to be there, so this action can only be seen as harassment. Also, a representative of Armadillo made threatening gestures and communications towards me warning me that "the man" would do what he wanted to me if I didn't leave the public sidewalk.
Desired Settlement: I would like a reduction in rent to cover the cost of a window unit or hotel, an apology for the inappropriate behavior, and a reduction in rent to cover my loss of productivity and use of the property due to the conditions.
Business Response: Tenant submitted the work order via email at 11:38pm on Sunday night (5/11/14). Tenant's work request was processed when we opened for business at 8:30am on Monday (5/12/14) morning. The property is under a home warranty plan through American Home Shield (AHS), meaning we cannot order the work ourselves. AHS hires their own vendors. AHS hired Arctic Air, who called the tenant the same day (5/12/14) to schedule the service call for the morning of 5/13/14. The tenant stated he wanted it serviced immediately. The vendor was not able to comply with this request, so the tenant picketed our office. He was asked to leave and refused, so the police were called. He was never threatened by an employee. The unit was fixed the morning of 5/13/14. This is well within the 5 business days that we give vendors to complete non-emergency repairs. This did not qualify as an emergency, since the outside temperature did not exceed 100 degrees. Even in an emergency situation, it can take up to 24 hours to make the repair. This was done in just over 26 hours from the time we received the work request on Monday morning. We did tell the tenant that he could request whatever compensation he would like, and we would be happy to pass that request along to the property owner. We also informed him that the landlord is under no obligation to honor such a request. Rather than submitting his request through us, the tenant chose to file this complaint with the BBB. We are sorry the tenant was not happy with the level of service we provided. However, we know we did everything we could to get this problem solved as quickly as possible. We are forwarding the tenants desired monetary compensation to the property owner for consideration (as we told him we would before he filed this complaint) and will inform the tenant of the owner's decision when we have it.
It is regrettable that this situation escalated to the level it did so rapidly. While we certainly do empathize with the tenant, we believe we did everything we could to get the problem resolved as quickly as possible. 26 hours from the time we received the work request to the time the repair technician was onsite is a fair response time. The Texas property code allows 7 days for a repair to be addressed. We did it in just over one day. As for the response to the tenant's picketing our business, we did what we believed to be in the best interest of our employees and customers. With all the workplace violence and mass shootings occurring these days, we did not want to take any chances with a potentially unstable person. I say potentially unstable because we deemed his response to be outside the norm of what we have come to expect in over 15 years in this business. For a tenant to react in such a way in only a few hours from the time they submitted a work request seemed grossly unreasonable to us, and it made us uncertain of his mental state. Surely, a reasonable person could understand why we were concerned by his actions. Where the safety of our employees and the general public is concerned, we will always err on the side of caution. I have forwarded the tenant's request for rent compensation to the property owner. We will let the tenant know when we have an answer.
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