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A BBB Accredited Business since

BBB has determined that Austin Rent A Home 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 Austin Rent A Home include:

  • Complaint volume filed with BBB for business of this size.
  • Response to 1 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

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

Customer Reviews Summary Read customer reviews

0 Customer Reviews on Austin Rent A Home
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: January 04, 2010 Business started: 01/01/2008 Business started locally: 01/01/2008 Business incorporated: 12/01/2006 in TX
Licensing

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

Limited Liability Company (LLC)

Business Management
Mr. David Soriano, Owner
Contact Information
Principal: Mr. David Soriano, Owner
Business Category

Real Estate Rental Service Property Management

Alternate Business Names
Dasor Management & Investment Services, LLC

Additional Locations

  • 100 E. Whitestone Blvd #148-328

    Cedar Park, TX 78613 (512) 902-0803

  • 2499 S Cap of Tx Hwy Ste B-200

    Austin, TX 78746 (512) 607-6447

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Complaint Detail(s)

6/5/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Since it was brought to the company's attention that we had an A/C leak with mold, communication has been a major problem. Several emails were exchanged and no phone calls were returned. The initial emails received were vague, but eventually we received names and numbers of two subcontractors to call to remedy part of the situation. The first part was to stop the A/C leak and the repairman showed up approximately 24 hours after I called and described the issue. He said that he would refer the mold issue back to the management company. After a week we received no notification from the management company or the mold specialist, I called the mold specialist myself. I was informed that the work order had been put on hold by the management company without notifying us with a reason for the delay. I got in contact with the mold specialist and was told he would call back the next day to update me on the situation but have not received an update in over 24 hours. It has now been over 10 days and we still have mold in the house. I sent photos of the issue and my wife and young daughter are having allergy issues from the indoor air quality. The allergy issues only happen inside of the house. We do not feel as if this issue is being treated like it is important. We were supposed to be contacted throughout this process by a liaison who is supposed to be overseeing the issue.

Desired Settlement: I would like the mold to be dealt with in a professional and prompt manner.

Business Response: Dear Mr. ******** and BBB,
I have recently noticed a complaint submitted by to the BBB, which was recently sent to me today.
I understand there are issues that need to be resolved and I am thankful that there is a fair way to discuss disputes via the BBB.
In this note, I will try to be as clear and up front about the situation and show where we have taken action to get this issue resolved.
I will reply to the complaint copied below and give you all a step by step account of how this issue is being resolved.
To give the BBB and to remind Mr. ******** of how management has resolved issues concerning this property in the past.  Let it be known that a big wind storm ruined the roofs of many houses in the Austin Area last February and management was able to identify and repair the roof in a timely manner.  As of today, there are many homes in the Austin area that are still waiting for their roofs to be repaired.  Luckily, this tenant is not one of them.
The complaint:
Customer’s Statement of the Problem:
Since it was brought to the company's attention that we had an A/C leak with mold, communication has been a major problem. Several emails were exchanged and no phone calls were returned. The initial emails received were vague, but eventually we received names and numbers of two subcontractors to call to remedy part of the situation. The first part was to stop the A/C leak and the repairman showed up approximately 24 hours after I called and described the issue. He said that he would refer the mold issue back to the management company.
After a week we received no notification from the management company or the mold specialist, I called the mold specialist myself. I was informed that the work order had been put on hold by the management company without notifying us with a reason for the delay. I got in contact with the mold specialist and was told he would call back the next day to update me on the situation but have not received an update in over 24 hours. It has now been over 10 days and we still have mold in the house. I sent photos of the issue and my wife and young daughter are having allergy issues from the indoor air quality. The allergy issues only happen inside of the house. We do not feel as if this issue is being treated like it is important. We were supposed to be contacted throughout this process by a liaison who is supposed to be overseeing the issue.

Property Manager's Actions Taken & Response to the Complaint:
First, let me make it clear that management has taken this issue very seriously and we have followed procedures as outlined by the Texas Property Code and the Austin Tenant Council.  We are in no way in default of any procedure or code at this time.
Second, let me also make it clear that we prefer to handle issue like these via email or in writing because of the mis-communication of the spoken word and to record what has in fact been done.

Time-line and Statements
- 4/28 - Tenant writes in about AC leak and possible mold
- 4/28 - Mgt writes tenant about our plans to set up the work and we send the tenant a copy of the Mold Addendum already in the tenant's lease.  This addendum is provided by the State of Texas and it outlines what to do in the event of a possible mold problem.
- 4/29 - Tenant and Contractors given each others contact info and the maintenance protocol is delivered
- 4/29 - Tenant threatens to stop payment on the rent one day after making a maintenance request.  This is a violation of the lease provided by the State of Texas.
- 4/29 - Many emails sent but most importantly tenant is given the guidelines on how we plan to handle the situation.
- 4/30 - Contractor stops the leak and reports to Mgt that the mold situation in this house is consistent with a slight AC leak and he feels that it is not an unusual situation.
- Date is unknown because it was a phone call, but the contractor asked to remedy the mold situation at the tenants home is contacted and ordered to 1. remedy the mold situation even though the AC person does not believe there to be an abnormal issue and 2. the contractor is ordered to purchase and do an air quality test for the house.  This occurred within a weeks time since the tenant confirmed that he called the mold contractor of which it was outlined for this contractor to visit the house next.
- Despite what the tenant has written in his complaint, we have not heard from the tenant in writing since 4/29.  The first time I have heard about this issue again was this complaint from the BBB.  As provided in the maintenance procedures, it is clearly stated that management is here to guide the repair process between the tenant and the contractor.  If a difficulty or slow down in that process is encountered then the tenant and contractor are instructed to contact management in writing.
Because we like to give tenants in our managed homes the freedom to live at the property in peace and to provide tenants with added security, management does not provide contractors with keys to the property.  With this being the case, management has informed the tenant in the maintenance procedures that it is up to them to coordinate giving the contractors access to the property and to notify management of any delays in writing.
Because management has not received any notes from Mr. ******** in writing since 4/29, any complaints about delays were not known to management and these delays are the tenants responsibility to inform management in writing.
I understand that Mr. ******** is concerned for the well being of his family, but without contacting management in writing, he has made it difficult for us to help him.  Instead he chose to get the BBB involved rather than writing management.


Points to consider:
- Mr. ******** and I are not experts and we should not pretend that we are.
- The first expert on the scene was the AC contractor.  Being a veteran AC specialist this contractor notified me that in his opinion there is no unusual circumstance regarding the repaired leak.
- In an effort to make sure that this issue was resolved correctly even though our first expert did not notice anything unusual, I ordered a contractor to remedy the situation and I ordered the contractor to do a mold air quality test.
- If the tenant had followed proper procedure, he would have written management that he had an issue with the contractor assigned to remedy the possible issue.  As far as we knew, the contractor has been given the tenants info and the contractor had been given the tenants info.  We also expected that the work to remedy the issue should have been completed to the tenants satisfaction by now and if it wasn't then the tenant is required by the maintenance procedures given on 4/29 to contact management in writing.  We do know that these testing kits do take a while to come in so it was not unusual for there to be a bit of a delay, but management has done their part.
- Let it also be known, that management has never told the contractor to delay and work or ordering of the test by the contractor.  This statement by the tenant is between the tenant and the contractor.
- Now that management is aware that the tenant has not been serviced appropriately, we can take measures to fix the issue.  We can't fix issues that we aren't aware of.  The contractor has already been made aware of the importance to follow through by us yesterday.






BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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