Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/19/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Overview of company, rental scenario: Lease: *************************************************************** that was a rental home under Keyrenter Mgmt. Timeframe - 4 years as tenants (Feb 2020 to Feb 2024) - 3 tenants (roommates) Total rent paid - Approx. $107,000+Upon Leaving - Keyrenter offered us an option to renew our lease with no rent increase ISSUE: Invalid 'debts' owed and they have sent it to collections Goal: To negotiate with Keyrenter, we will allow them to keep our deposit Upon leaving, Keyrenter provided us a line item sheet of what we owed, they were to keep our $1,890 deposit + a balance of $2,689.12 for a total of $4,579.12 Just a couple of weeks later, after discussion(s), they sent a revised line item sheet of what we owed, they were to keep our $1,890 deposit + a balance of $1,897.02 for a total of $3,757.02 It is in my honest opinion their valuation assessment is invalid, which is proven by their drastic drop of $822. Also, they quoted us on an oven repair of $500 right before moving out, then just a few weeks later it was $700 for said repair, in which they reduced back to $500. The fact they removed a bunch of random fees such as 'garbage disposal debris removal' etc. insinuates these are not genuine cost and estimates but random and dishonest fees to add to their cash flow. The key point, they want us to pay for interior paint, which is $1,824.00 and was in standard condition for having lived there for 4 years. If they remove the paint, we will pay the difference of $73.02 They did walk through assessments during our lease and even requested we stay longer for a with no increase in rent, which proves we were quality tenants.

  Business Response

  Date: 03/24/2025

  Hi ****,

  Unfortunately the home was left in quite bad shape after move out.  As you correctly summarized, the largest cost item was wall paint, which was left in bad condition.  The entire home needed to be repainted due to excessive wear and damage.  However, its important to note that you were only charged a portion of the cost to repaint and the property owner paid the majority of the cost.  You were only charged for the remaining useful life that was left on the paint, so it was only a small portion of its value. 

  You mention that some charges were removed or lowered after you complained about them.  Once a tenant files a dispute form with our office, we conduct a careful second review of the entire move out process and we determine if there is any merit to the dispute and we also determine if the property owner wishes to offer some extra goodwill and remove even more charges than would be required.  That happened in this case and we are happy that we were able to successfully get at least some of the charges removed from your ledger.  This does not mean they were not legitimate charges.  It simply means that the management team and the property owner decided to make a generous offer and pay for those items themselves out of goodwill and remove them from your ledger.  Since we have already adjusted your charges and made extra concessions out of goodwill, there is unfortunately nothing further we can do in this case.

  Customer Answer

  Date: 03/28/2025

  Complaint: 23090109
  
  I am rejecting this response because pricing and associated actions prove some charges are illegitimate: 

  Oven Charge: The oven was initially quoted at $500 but was inflated to $700 at move-out, a 40% increase. While the charge was reduced after we presented an alternative quote that was provided by your maintenance platform of choice, this price inflation further calls into question the validity of your pricing methodology. A 10-20% fluctuation may be reasonable; however, a 40% increase is unreasonable and proved to be invalid. 

  
  Thrash Out Trash Charge: The $350 charge for removing trash was entirely reversed after we provided photographic evidence showing that the items left on the premises were actually present at move-in. This resulted in a 100% deduction from the charge.

  
  Valance Lighting: The $45 charge for what you referred to as valance lighting is for LED lights that were clearly a DIY installation. They were battery-operated, adhesive-backed, and non-functional during our tenancy. These were not legitimate electrical fixtures.

  
  Outdoor Electrical Cover: Could you please clarify the line item for labor associated with the replacement of the outdoor electrical cover, which was broken upon move-in? The typical cost for such a replacement ranges from $4-$7 for parts and typically involves removing and reinserting one or two screws. Given this, the $41 charge seems inflated. See the attached documentation for reference.

  
  Paint Charge: The interior of the home was painted with flat paint, a finish known for showing scuffs more easily. Given the normal activities associated with moving, such as moving furniture like couches, bed frames, and desks up and down stairs, it is reasonable to expect some scuffs.

  
  In Summary:

  - We are offering to forfeit the entirety of our $1,890 deposit and ask that you consider the total rent paid over the past four years, which exceeds $107,000.

  - Please consult with the property owner, Chitin ****, and request the removal of both the paint and valance lighting charges. If this adjustment is made, the balance due will be -$2, which can be written off. Should the paint charge not be removed, please clarify whether the refusal to deduct this charge is coming from Keyrenter or from the homeowner, Chitin ****.

  
  I look forward to your prompt response and hope we can resolve this matter amicably.

  
  Kind regards,
  
  **** *******

  Business Response

  Date: 03/31/2025

  Unfortunately, we no longer manage this property and the property owner is no longer a client of ours.  As a result, we have no further decision making ability in this case, nor do we hold any of the property owners funds.  I would encourage you to direct any further questions to the property owner himself, Tin ****, at the property mailing address.

  Thanks

  Customer Answer

  Date: 04/01/2025

  Complaint: 23090109
  
  I am rejecting this response because: Need further information ************************ & Owner Info) 

  I need further details on the dynamic of who owns the relationship with the collections agency and owner contact information

  1) I need to understand who the owner of the relationship with the credit collections agency is (is it Keyrenter or the owner?)

  2) Please provide homeowner information other than address, such as phone number and email so I can reasonably communicate as that is not their primary residence. (may this writing serve as a record transcript that I will utilize homeowner information with well-intent for the sole purpose to discuss this matter in a professional manner and will not consist of harassment) 

  
  Regards,
  
  **** *******

• Initial Complaint

  Date:07/09/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A safety deposit on a rental home was suppose to have been issued to both myself and my former roommate. When my former roommate had intentions of cutting me out of splitting the deposit 50/50, I approached both ****** and *******, who not only did nothing to help protect my half, but also actively worked against helping me.1. 5/27/24: Email request to have check split and sent separately to each individual ignored.2. 5/28/24: Email request to have the addition of the word AND to the names of the check to avoid the possibility of signature forgery ignored.3. 6/18/24: Email requesting the name of the bank that issued the check after not receiving my portion of the funds ignored.******* and ****** were both malicious in their handling of the situation and took no consideration in mediating a fair outcome.

  Business Response

  Date: 07/10/2024

  Tenants signed lease states that any deposit refund must be payable to all tenants listed on the lease, which was done in this case.  Please see attached Lease Snippet of Section 10.C. which states this term of the lease.  Checks are made payable to all tenants listed on the lease, per our policy and the Texas lease form.  We are not able to change this fact as all parties have accepted this term in the signed lease. 

  Additionally, the check is already made payable to both tenants and the check already states the "and" symbol between tenants names, meaning that both tenants will need to sign the check to cash it.  Please see attached check image copy which shows this is the case.  Complainant is asking that we add the "and" between tenant names but this has already been done and is standard practice.

  The check has not cleared the bank yet, which means that this is still solvable between the 2 tenants.  The check has not been cashed yet by either party so this is still possible.

  Customer Answer

  Date: 07/13/2024

  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.
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:07/06/2023

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  07/06/2022 Thursday - On Friday June 30th at 5:06 pm we received a disposition letter regarding our security deposit from Keyrenters. Our 30th day fell on July 4, 2023. We immediately responded to the charges in bad faith as we were told to do by *************************:Should you have any questions regarding the charges detailed in your disposition letter please email us right away as refunds checks are typically mailed out within 24 hours. Sincerely,*********************** He placed a rush on us to respond within 24 hours, but sent the email again to us at 5:06 pm on a Friday (they are closed on the weekend). We did not receive a reply until today, Thursday July 6, 2023 at 10:17 am (two full days past the 30 day mandatory window).**** responded We are required to send you the accounting within 30 days of the end of your lease. This will then allow you time to dispute before the check is mailed. However, the summary of accounting is what needs to be sent within that timeframe, not the check in your hand. Sec. ******. OBLIGATION TO REFUND. (a) Except as provided by Section ******, the landlord shall refund a security deposit to the tenant on or before the 30th day after the date the tenant surrenders the premises.In my email I sent June 30th I requested itemized list of everything and still have not received it. (Just the disposition email) Keyrenters also wants us to find our own documents even though they are the property managers in order to dispute wrongful charges: Regarding any prior damage to the home, if you have a copy of your Move-in Condition Form and can show me a communication you had from when you sent it at the start of your lease, I will be happy to refer to this to remove any additional charges. We have photos with time stamps from our walk-through prior to move-in of broken blinds that we submitted as well and still received zero adjustments.

  Business Response

  Date: 07/06/2023

  Hello ******************,

  I am sorry to hear of this situation.  I do not have full information yet as I just received this message.  However, please allow me to look into it further and come back to you with more details.  Please give me a day or so to come back to you with more clarity.

  Thanks!

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

  Customer Answer

  Date: 07/07/2023

  Complaint: 20282677
  
  I am rejecting this response because:
  We still have not received our itemized list we requested THREE times via email.  We are THREE days past the 30 day mandatory window. We are entitled to our refund. 
  

  
  In a residential setting, the Landlord only has thirty (30) days to refund the lawfully due balance of the Security Deposit to the Tenant. 

  In addition to the Landlords obligation to refund the Security Deposit, the Landlord MUST also provide the Tenant with a written description and itemized list of all deductions that the Landlord retained from the Security Deposit. Tex. Prop. Code Section ******(*************** lease) We still only have the incorrect disposition. 

  
  

  ******. LIABILITY OF LANDLORD

  b) A landlord who in bad faith does not provide a written description and itemized list of damages and charges in violation of this subchapter:
  (1) forfeits the right to withhold ANY portion of the security deposit or to bring suit against the tenant for damages to the premises; and (2) is liable for the tenants reasonable attorneys fees in a suit to recover the deposit.
  (c) In an action brought by a tenant under this subchapter, the landlord has the burden of proving that the retention of any portion of the security deposit was reasonable.
  (d) A landlord who fails either to return a security deposit or to provide a written description and itemization of deductions on or before the 30th day after the date the tenant surrenders possession is presumed to have acted in bad faith
  
  
  

  
  Regards,
  
  *******************************