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BBB Accredited Business since

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BBB Accreditation

A BBB Accredited Business since

BBB has determined that Carbajal Realty Inc 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.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that raised the rating for Carbajal Realty Inc include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 2 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

2 complaints closed with BBB in last 3 years | 2 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 0
Billing/Collection Issues 1
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 1
Total Closed Complaints 2

Customer Reviews Summary Read customer reviews

0 Customer Reviews on Carbajal Realty Inc
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

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BBB file opened: October 02, 2007 Business started: 11/21/2006 Business started locally: 11/21/2006 Business incorporated: 11/21/2006 in TX
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
http://www.trec.state.tx.us/agencyinfo/default.asp
Phone Number: (512) 936-3000
general.delivery@trec.state.tx.us

Type of Entity

Corporation

Business Management
Ms. Donna Carbajal, President Mr. Trinidad Carbajal, Co-Owner
Contact Information
Principal: Ms. Donna Carbajal, President
Business Category

Real Estate Real Estate - Commercial Real Estate Agents Real Estate - Short Sale Property Management Real Estate Rental Service Real Estate - Rentals by Individuals Real Estate Services


Additional Locations

  • 1621 James Ave

    Waco, TX 76706 (254) 235-8343

  • PO Box 32613

    Waco, TX 76703

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Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

  • Advertising or Sales
  • Billing or Collection
  • Problems with Products or Services
  • Delivery
  • Guarantee or Warranty

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BBB Complaint Process

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Complaint Detail(s)

10/21/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Carbajal Realty used false pictures of poorly cleaned items in the apartment I lived at (pictures of a dishwasher that was full of dishes I've never seen - when we emptied the dishwasher entirely before moving out; pictures of a pee encrusted toilet when only females lived at the apartment and all toilets were thoroughly scrubbed down before moving out; pictures of moldy window frames that had been wiped down prior to moving out but re-molded due to Carbajal's cheaply made windows - also with large bushes outside when none had been outside while we lived there; dust laden fans, when all had been dusted prior to moving out) and charged $275 for "full cleaning". Carbajal also took over three months to return my deposit, as they mailed my check to the wrong person, and would not reissue until that person had returned the check.

Desired Settlement: Carbajal should reimburse we four ladies who lived at this apartment the entire "full cleaning" charge, and cease to charge future tenants for charges that are not theirs.

Business Response: Dear ********,

I have looked over your email and have reviewed your complaint.  I will respond to each issue. 

We take pictures of each of the 700 units that we manage and they are then downloaded into a zip file by address.  It seems that in pulling the pictures *** ******** pulled pictures for that unit but they were for the wrong year.  He did not notice the date on the pictures during the correspondence between himself and ********.

Regarding the return of the deposit and the time frame that they were sent out in.  All deposit were sent out within the 30 day time frame as required by law.  If a tenant did not leave a forwarding address then the deposit is sent to the last know address.  If the tenant did not file a forwarding address with the U.S. post office the envelope is sent back to our office.   Once we are given the correct address for the tenant we will send it out right away.

We will resolve this by refunding the cleaning amount of $275.00. this amount will be split in equal parts between each roommate.  This is due to the error in sending the tenant the wrong years move out pictures.


Checks will be mailed to the address that we have on file.  If you would like them mailed to a different address please let us know with in the next few days.

Thank you

Consumer Response: 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.

Please have Carbajal issue 4 checks to: ****** *****, **** *****, ****** ******, and ******** ********. All checks can be mailed to *** * **** *** ***** ***** *****. 

Thank you,

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

7/25/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Carbajal is incredibly hard to work with, they are uncommunicative and are unhelpful in every way. I've tried multiple times to get information from them regarding my lease and they've never responded in a timely manner or followed up. They have taken over a month to cash checks I've sent in and have not had any communication with me regarding this issue. I've gone in to get keys to move in and they've been unprepared, not printing out forms that had been sent in months ago and saying the forms were never received.

Desired Settlement: I want Carbajal to start communicating with me and helping me with this process instead of completely ignoring my requests and being generally unhelpful.

Business Response: Thank you for  the opportunity to address your concerns and problems with moving into **** **** ***.   I have attached the lease and assorted documents that outline the items needed by all tenants before tenants and move in.  You can find this outline in the Move In Requirements singed by all tenants.   In looking over the chain of emails the lease was signed on April 17, 2014 and a reminder email was sent to all the tenants by *** **** on May 21.  This email was to let every one know the items that were still missing. 

We did receive an email from *** ******* on May 24 inquiring about adding someone on the lease,  Nothing was received from any of the other tenants. 

*** ******* did email and ask for updates during the month of June.  Due to you email regarding the check that we did not receive there were no late fee accessed to you account.  We did have checks in our office from *** ******* but he did not address how this money was to be split.  Tenants do not always pay equal amounts of deposits and rent.  That was corrected once we were able to find out how the checks were to be correctly applied.  *** ******** check did not have an address, nor did it have any return information on the check.  At this time of year we have 100s of students moving in and it can be very complicated when we don't have any address.

We do have all required docuements from *** *******,  however his roommates have not sent the required documents in order for us to release keys to the units.  This was told to the all the tenants when the lease was signed in April. 

Concerning documents not being printed.  All emails are kept and placed in folders so we are able to go back and pull any lease guaranties that have been emailed and that are not attached to the lease.  Lease guarantees waiting to be filed with sensitive information on them will not be sitting out where the general public is allowed to see.

We have tried to help *** ******* with each of his concerns and are very sorry that we can't allow our policy to change in regards to how we operate our leasing of units.

We want all our tenants to have a smooth move in and live in a stress free home.  We can't control other actions.

The required items to move have still not been received and we will work with all tenants and parents to help with the process.  The other tenants have been contacted once again and asked for the missing documents.

I understand your frustration in trying to solve this matter.  

Thank You
***** ********   *