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:05/27/2025

  Type:Service or Repair 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.

  I am writing to formally dispute the debt you submitted to ************* ************** related to my former tenancy at ****************************************************, and to demand immediate corrective action. The charge in questiona full months rent for failure to return keys that were lostis excessive, punitive, and not supported by either the lease agreement or Texas landlord-tenant law.I vacated the property on 04/15/2024 after fulfilling my lease obligations. Although I lost the keys, I notified your office and at no point was I informed this would result in a charge beyond a standard key or lock replacement fee. Instead, without justification or prior notice, you submitted a charge for an entire months rent to a collections agency, damaging my credit and causing significant stress.Under Texas Property Code ******, landlords are required to provide an itemized written accounting of any deductions from the tenants security deposit within 30 days of move-out. I received paperwork and then a revised version with handwritten corrections adding the full month's rent after the inspection was completed. Furthermore, Texas Property Code ****** prohibits lease clauses or landlord actions that impose unenforceable penalties, including excessive charges like a full months rent for lost keys unless the lease clearly states such terms and the cost reflects actual damageswhich in this case, it does not.

  Business Response

  Date: 06/06/2025

  We appreciate the opportunity to respond to this complaint and provide clarification regarding the charges and communication timeline.

  
  On April 1, 2024, we received a written notice from Ms. ****** stating her intent to vacate the property by April 30, 2024. There was no mention of lost keys or an earlier move-out date in this notice. Additionally, no keys were returned to our office, and we were not notified that the property had been vacated on April 15, 2024.

  
  The next communication we received was on May 7, 2024, in response to our outreach via text and email. At that time, Ms. ****** informed us that she had already vacated the property. Because we had not been notified of her early departure or received the keys, she was considered still in possession of the property as of May 1, 2024, and therefore responsible for the rent due.

  
  It is important to note that the May rent charge was not due to lost keys, but rather due to the lack of notification and continued possession of the unit.However, in good faith and after reviewing the situation, we reached out to the property owner and agreed to adjust the May rent to a pro-rated amount for 7 days, reflecting the date we were officially notified of the vacancy.

  
  The security deposit was processed and mailed to the forwarding address on June ******. During a routine review, we discovered that **** rent had not been charged. On July 17, 2024, we sent notification via email and first-class mail regarding the correction and the updated account balance, including the collection reporting dates.

  
  On August 15, 2024, Ms. ****** responded via email, stating her intent to make a partial payment of $200 and pay the remaining balance in early September. A follow-up notice was sent on August 16, 2024, reiterating the balance due and the collection reporting timeline. Both deposit resolution letters included itemized charges and instructions for disputing any charges. We did not receive any further communication or dispute from Ms. ******************** no payment or dispute was received by the stated deadline, the account was reported to collections on October 28, 2024, as previously communicated.

  
  While we are unable to remove the collection report, we have updated the balance with the adjusted pro-rated rent. We believe this resolution is fair and consistent with our policies and prior communications.
  We remain committed to transparency and fairness.

  
  

  Customer Answer

  Date: 06/09/2025

  Complaint #********

  
  To Whom It May Concern,
  I am rejecting your response because it does not accurately reflect the situation or address the concerns I raised.
  You stated that I was notified in July about the rent increasing to a higher amount. However, I have attached the email I received from you that clearly shows the balance was still listed as $899not the increased amount, I understand it was mailed also but I work out of town for months at a time. Based on that communication, I planned to pay $200 upfront and the remaining balance later, as we discussed.
  When I went to your office to make the $200 payment, I was told the balance was $3,074. That is not what was agreed upon, and no one at your office made any effort to look into the discrepancy or assist me further. I was left feeling dismissed and misled.
  To be clear: I am still willing to pay the $900 balance that was originally communicated to me. However, I will only move forward once we come to a written agreement that this account will be removed from all credit reporting agencies after the payment is made. This situation has already caused unnecessary stress, and it should not take a BBB complaint to reach a resolution.
  Please confirm that you are willing to accept the $900 balance as payment in full and agree to remove this from my credit reports upon payment. Once we have that agreement in writing, I will promptly make the payment. If you are not willing to do so I will be filing a case in small claims court. 
  
  Regards,

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

  Business Response

  Date: 06/25/2025

  We would like to provide the following timeline and clarification:
  
  On July 16, 2025, the resident was sent an email regarding their account.
  On July 17, 2025, a corrected Deposit Resolution letter was both emailed and mailed to the resident. Our records confirm that the email was opened.
  On July 30, 2025, the resident was notified again via email of the upcoming collection reporting date of August 20, 2025, which was also opened.
  On August 15, 2025, the resident contacted our office stating their intent to pay $200 and the remaining balance in September. In good faith, we chose not to report the account to collections on August 20th, allowing additional time for payment.
  
  We understand that this situation may have caused concern, and we sincerely apologize for any stress experienced. However, the resident was provided with multiple notifications and opportunities to dispute the charges. Both deposit resolution letters included clear instructions for submitting a dispute,including the appropriate email address.
  
  Unfortunately,we did not receive any communication disputing the charges until the August 15th email. Had we received earlier notice of a dispute, we would have been more than willing to review and address the concerns prior to any collection action.
  
  In the interest of resolving this matter amicably and in good faith, upon receipt of a $900 payment, we will initiate a request for the removal of the account from collections, and the account will be deemed paid in full.

  Customer Answer

  Date: 06/25/2025

  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. Who should I ask for when I come to make the payment? I would like something in writing on a company lettter head at the time I pay. I will be back in town the the week of July 7th and will be able to come make the payment July 10th when I am off of work. 
  
  Regards,
  
  ****** ******

• Initial Complaint

  Date:05/01/2025

  Type:Service or Repair 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.

  The company is extremely negligent in responding back and forth over our dispute claim of receiving our deposit back. Lonestar realty provided a vague description of so called repairs and cannot provide a price per item. Most of the damages/repairs they claim were irrelevant and I have not received at least a courtesy response to attend the problem. We moved out February 19, 2025 and Im still trying to get a follow up. Ive seen many other complains about this company on ****** reviews for the same reasons, so this seems to be a common issue of LoneStar Realty.

  Business Response

  Date: 05/12/2025

  We strive to be as transparent as possible regarding our Move Out policies and procedures
  We responded to your initial dispute on 4/11/25. In that response,we provided you with the itemized list our company received from the vendor,along with an explanation of charges. I have attached that below again for your convenience. The last email we received from you was 4/30/25. If there was a secondary email, we did not receive it.
  We will reach out to the vendor again for a more detailed invoice than what was provided to Lone Star Realty initially.
  
  We understand that these charges may seem unexpected, but they are based on our standard policies and procedures. We strive to maintain fair and transparent practices for all our tenants.
  

• Initial Complaint

  Date:03/04/2025

  Type:Service or Repair 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.

  The dumpster for the apartments has not been picked up in two weeks and is overflowing. There has an individual pooping in the alley way and leaving p*** covered socks there for the past few months and it is never cleaned up.

  Business Response

  Date: 03/14/2025

  We were not aware of the issues until Mr. ***** submitted this BBB complaint and work order after normal business hours. Our maintenance supervisor called immediately the next morning to get this issue resolved. The area around the dumpster was cleaned up and a pick-up was conducted as quickly as possible. We believe this has been resolved for Mr. ***** and all of the other tenants at this property.
  

  Customer Answer

  Date: 03/19/2025

  Complaint: 23015487
  
  I am rejecting this response because:
  The initial complaint to BBB was put in after I contacted the police to inform them that a person was publicly defecating in the alley way on our apartment complex's property, an alley way that is used daily by myself and my wife to walk our dog to the back of the property. We had contacted our leasing company (Lone Star Realty) prior to contacting the police, giving them a full business day to take care of this health and safety issue but to no avail. The police were contacted due to the fact that a person was breaking the law, multiple laws, by defecating in the alley, the officer that took the information suggested that we contact the BBB and Code Compliance for ************* to help get the p*** picked up and in hopes that the property management company would "...put up a fence or cameras..." to deter people from defecating on their property. 
  AFTER seeing the BBB complaint the following day an associate from Lone Star Realty also contacted me on the phone, berating me for putting in a BBB complaint claiming that they didn't have time to fix the issue before the complaint was put in, during this phone call is when Lone Star Realty sent their landscaping crew to come out and pick up the ****, code compliance also sent out the city health ordinance since this is a public health issue. On that phone call I explained that the complaint was put in with the BBB because this was the fourth time we had found human ***** matter and p*** covered socks in the alley way and that the police officer we contacted in hopes of having him help get the issue to stop told us to put in the complaint so that the company is help accountable for either solving the issue or (where we find ourselves now) failing to take preventative measures to combat the ongoing issue. I was told by the associate at ********* Realty that contacting the BBB was "ridiculous" and it was "crazy" that a police officer would tell us to do that. The associate told us the solution would be to wait for the weather to warm up and then the land scaping and yard crews would be coming out every one to two weeks and they could clean it up when they come out since it was a reoccurring issue. 
  I am fairly confident that "solution" would not suffice anyone, especially anyone who has a small child and is having to walk within a few feet of HUMAN p*** No offer to install a fence, cameras, or even just lights was offered. After that phone call I was called five times while I was at work the next day by the same associate, being as I was at work I was unable to answer but upon returning home my wife's phone rang and it was the associate again. We answered and the purpose of the six calls was to ask us why we hadn't removed our BBB complaint. We explained that we were not removing it due to the fact that no actual solution had been offered and that having us call the leasing company when we find p*** in the future was not sufficient, we simply want action to be taken so that we don't have p*** on the property, we were then asked if we were really told to put the complaint in by a police officer to which we replied "yes" and then asked by the associate if "we really felt that was the right thing to do".....we do believe obeying and listening to law enforcement is the right thing to do, yes. 
  Now on Sunday 16 MAR 24 we woke up and found another pile of human p*** and a p*** covered sock in the alley, so we did what Lone Star Realty had asked and called the phone numbers and submitted the emergency work order online for a health and safety issue, since the city does consider human p*** a biohazard. The p*** was not picked up and we received no call back halfway though Monday so we called and placed the work order once again to which we were told that they were "dispatching" someone. It is now Wednesday 19 MAR 24 at 6:00pm and the p*** and p*** covered sock are still there. 
  So to summarize, no I am not satisfied and no the issue has not been resolved, in fact I now have to be concerned that we will be harassed on the phone if we speak out about issues with this company. We would not have signed a lease for this apartment if we had known that a condition of the agreement was that we would be having to live with out baby next to and walk our dog next to piles of human ****. 
  Thank you
  Regards,
  
  ****** *****
  

  Business Response

  Date: 03/21/2025

  I understand your frustration in dealing with someone who is completely disregarding the health and safety at the property.  We agree this is unacceptable.  Our process upon notification of any issue is to immediately dispatch the appropriate contractor to clean up the mess.  We are attempting to get this done as timely as possible, but I understand if we get someone there in a few days you are not satisfied.  Since we are assigning the work to independent contractors, we are subject to their schedule as to how quickly they can respond.  Our best solution to keep the area cleaned is to send someone there periodically and have them police the area of trash and any f**** found.  This will be done every 2 weeks throughout the warmer months.

  Customer Answer

  Date: 03/24/2025

  Complaint: 23015487
  
  I am rejecting this response because:
  

  While I understand that once you are informed of the alley being contaminated, again, it is in the hands of the contractor to come and pick up the biohazard BUT having to wait 3 whole days and having to walk past, within a few feet of the said biohazard, at least 3 times a day to take your pet out while the p*** festers in the heat and attracts flies is more than just immensely irritating for myself, my wife, and my child and pet but it is also extremely unsanitary and a threat to public health. I will continue to inform the realty company each day I find the human p*** and p*** covered socks in the alley way and I will continue to expect that it is dealt with that same day. It should be an urgent matter and SHOULD be dealt with within a few hours. I do not believe that anyone would be satisfied with having to continuously walk past human p*** when nothing is actively being done to stop and to prevent people from pooping there. I am not satisfied when once again the "solution" is to let the realty company know, wait a few days for someone to come pick it up and then to also be told that the other "solution" is to wait for the weather to get warm so someone can come out every 2 weeks?! This is a ***** and safety issue, this isn't someone complaining about the traffic being too loud or not having a fresh coat of paint, this is a pile of human ****, a biohazard, consistency being found on your property. This issue if not acted on, will be taken to higher authorities since the city of *************, the health department, the police department and code compliance are already aware that there is this ongoing issue. I know I can't expect to wake up to a new fence or cameras or lights, but to not have ANY preventative measures taken and to continuously wake up to ****, at times within a few feet of my front door, is very frustrating. I did not sign a contract that says human f**** is a condition of living at this complex so I do expect an actual solution to be given. 

  Put yourself in my shoes, there is human ****, at times within a few feet of your front door, p*** that you have to walk by, see and smell everyday that its there, p*** that attracts files and maggots and gets a more intense smell with every passing day and with every increase in the temperature, making it so you don't want to open your front door and making it so can't have your windows open or sit outside. Now imagine you contacted the police with the issue and the only way they can do anything is if they catch the person in the action or catch them on camera, now remember this is an issue because your complex has no cameras or lights. Continue to imagine for me that when you reach out to the company you are renting from, the people in charge of the property, they tell you that the best they can do isn't installing a back fence to prevent people from using the alley, isn't installing cameras, isn't installing lights, its to tell you to sit with the p*** there for however many days it takes to get someone out there and then to call again the next time it happens. Tell me if you would feel satisfied.

  I would also like to add that because it is taking so long for the p*** to get picked up there has already been times where there will be a new pile the next day starting the whole cycle over, not giving us, my family, a single day of of not having to deal with this issue. I need more than "well get it cleaned up as soon as the contractors are available or every 2 weeks in the warmer months". 

  I continue to inform the realty company when the p*** is found but I will also be looking into other ways to have this issue handled, if thats through the city or by other means because I do not feel this is being taken as seriously as it is and I will not continue to have my family be subject to a biohazard by a company that I pay to handle issues like this one. 

  Thank you

  Regards,

  
  ****** *****

• Initial Complaint

  Date:11/06/2024

  Type:Sales and Advertising 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.

  We rented property for over 6 years. We moved in right after the owners moved out. We had complaints about the property upon moving in. After being told that all of our complaints would not be addressed, we decided to stay and do the cleaning ourselves. Upon move out, we used their preferred teams for cleaning. We paid and left receipts. We went above and beyond to ensure that the property and yard were clean. We purchased and left additional items for the new tenants for the transition. They required batteries for every smoke detector. We also left light bulbs for the garage, kitchen, and closet. We left air filters, door knobs, and a 5 gallon bucket of paint for touch **** We were going to do it ourselves, but was told by that we had been there for so long that it would be normal wear and tear. So we left the paint, in the garage. After moving out, we left he utilities turned on for a week, like they asked. I called to get them turned off and was informed that they had already been taken out of our names. Our security deposit is being withheld and we are being charged frivolous charges so by Lone Star Realty. We are asking for our deposit back, minus $150 to repaint the bathroom and remove a bidet that my husband installed. They are charging us for normal wear and tear to the property as well as for a damaged stove top that works, utility fees, and landscaping. We left both the property and yard in better condition than when we moved in. They are also charging us to properly repaint a room that we never even painted. We paid $1200 for a deposit and are requesting $1050 back. We moved out September 29th. Bathroom, bedroom, kitchen, and yard photos attached. Only the ones for which they listed.

  Business Response

  Date: 11/08/2024

  Dear Mrs. ************ appreciate you taking the time to share your feedback with us. We understand that moving out of a rental property can be a stressful process, and we strive to be as transparent as possible regarding our Move Out policies and procedures.
  
  Regarding the Charges:
  Independent Contractors: We utilize independent contractors for certain services, and their pricing is set by them. Unfortunately, these costs are not negotiable.
  Utilities: Even if you were only charged for specific items, utility fees are necessary to make necessary repairs. 
  Carpet Cleaning: Carpet cleaning is a standard requirement upon vacating a Lone Star property. You were not charged for this. While we understand your concerns about the carpet. Additionally, we inspected the carpet before and after your move-in and determined that a full recleaning wasn't necessary. We did, however, have the carpets professionally cleaned with a pet enzyme treatment, which can sometimes leave a temporary odor. This was communicated to you during your tenancy.
  Yard Maintenance: The yard was not edged properly. This charge will stand.
  Move Out Inspection: *******************************************
  After: *******************************************
  Stove Top Replacement: The broken stove top was beyond normal wear and tear and required replacement. As you admitted in your dispute to ********* the stove top was damaged. This charge will stand.
  Paint:
  Our records indicate that the room was repainted during your tenancy.. This charge will stand.
  Before Tenancy: *******************************************
  During Tenancy: *******************************************
  *******************************************
  *******************************************
  Move Out Inspection: *******************************************
  
  We understand that these charges may seem unexpected, but they are based on our standard policies and procedures. We strive to maintain fair and transparent practices for all of our tenants.

  Customer Answer

  Date: 11/08/2024

  Complaint: 22519132
  
  I am rejecting this response because:

  We purchased paint to touch up the walls upon us moving out and I was told that it was not necessary since we had been there for so long, it was considered normal wear and tear, so we left the paint. No one ever painted the room downstairs at no particular time that we were there. That room is the exact same color as the rest of the house. We never had a reason to paint. If you look through the home, you will see that when the owners painted, they had paint spots on the baseboards in some of the rooms and they even left the blue tape on the ceiling and on some of the cabinets when we moved in. So now we are being charged for something that we didnt even do. There was no damage to the stove at all, so we are being charged to replace something that we werent even aware of was broken is ridiculous.  Like I said before, everything worked, so we arent even sure why and what we are being charged for. 
  
  The yard was edged because I did it myself. I did all the landscaping, front and back. So weeds grew up within the week that it was cut and we are being charged for nature. Again, a frivolous charge. The picture was obviously taken several days after we moved out, as trash day is Friday and the trashcan is the only one in the street. The yard was done on September 22, they packed and picked up our furniture on the 23rd and 24th, cleaned on the 26th and did the carpets on the 27th. It doesnt take grass or weeds long to grow. 
  
  Also, I am attaching a picture of that exact same room before we moved in from the owners pictures online. The room is bright like in the move out photo and the other photos when we were there because the window shades are open. When we looked at the home, they were in the process of painting and were not done. We even said something about them not having to paint because we liked the colors that they had in the rooms before we moved in. We are not paying for something that we did not do. On the list, we were charged for broken and missing lights, which was not so. We never had to change any lights in the closets. Only the garage, which is why we had additional lights left for the pantry and the closet. You charged us for repainting two rooms, which is normal wear and tear. We should not have to pay to repaint a room when all you need to do is touch up a wall. We are fine with painting the bathroom and bidet because that is something that we actually did. Everything else, you really need to reconsider. If this case was taken to court, they would definitely give us our money back because these charges are outrageous. 
  
  Upon us moving in, no one ever came out except to sweep out the garage and pest control to spray outside for the ants (not inside where they were).  No one ever came out about the carpets or the smell. They called and told us that the owners had it cleaned and that was it. Being that they had a receipt, they were satisfied. If someone would have came out, they would have smelled the strong dog smell from pets being in the place. We had to let it air out for several days. We can go back and forth about the property, but at the end of the day, its really about the charges for normal wear and tear to a property that we arent responsible for and our security deposit being wrongfully withheld.

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

  Business Response

  Date: 11/11/2024

  Hello Mrs. ******************* address your continued concerns:
  Painting the downstairs bedroom
  Before your tenancy: *******************************************
  At the Move Out Inspection: *******************************************
  After the painting was completed: *******************************************
  On each photo there is a info icon (an i with a circle around it) if you click that you can see that each photo is time and date stamped along with geo-location.
  
  Landscaping You turned in your keys on 9/27/24
  Before your tenancy: *******************************************
  The day you took possession of the property: *******************************************
  Inspection date 9/30/24: *******************************************
  Inspection after the lawn was completed by our vendors: *******************************************
  
  Stove top
  Before your tenancy: *******************************************
  After your tenancy: *******************************************
  *******************************************
  
  Light Cover
  Before your tenancy: *******************************************  
  After your tenancy: **************************************************************************************
  
  The damages to the painting were considered excessive and beyond normal wear and tear.
  When you came to turn in your notice to vacate, we discussed the importance of avoiding any painting within the rental property. However,upon a detailed move-out inspection, we identified touch-up paint on the walls and in the downstairs bedroom. As this work was not authorized, we will be unable to adjust the charges associated with these damages.

  Thank you. 

  Customer Answer

  Date: 11/12/2024

  Complaint: 22519132
  
  I am rejecting this response because: at this point, I see that we are not going to be able to come to any type of agreement.  When we moved out of the property, there was no damage to the stove, the drawer, or the lights. We will be filing a lawsuit for our deposit back plus court costs.  It sad how we lived in a place for almost 7 years and not once was any of these things listed on any inspection that we had, because it didnt exist or it was normal wear and tear.  And as soon as we move out, leaving the property in better than good condition, you hold onto our security deposit for frivolous repairs.  There is no need to respond because our next actions will be coming by certified mail.  We will let a Judge decide. 

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

• Initial Complaint

  Date:04/22/2024

  Type:Service or Repair 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.

  Ive put in several complaints about my unit flooding and theres mold underneath my sink due to the fact that my unit has been flooding I put in these complaints. Ive been dealing with this for about a month. They saying two guys out here these guys come they cut these holes in my walls duct tape them back up together no permanent solution to fix this. Just duct tape it back together. Tell me Im sorry we couldnt find ****, every time I put in a request for maintenance for this ticket they keep canceling it. They wont assist me when I contact the building managers office. Complete bathroom and kitchen is underwater. I dont even have enough towels to keep cleaning this up like this and they are refusing to come fix my unit They giving me the runaround and having this leaking faucet and all of this mob building up is extremely dangerous and its not good for my health

  Business Response

  Date: 05/14/2024

  *****, our maintenance supervisor, communicated with Ms. ******** a few weeks ago and she believes the issues have been resolved.  *************** agrees, then we are requesting that this case be closed.  If we have any unresolved issues, please let us know and we will address them.

  Thank you.

  Customer Answer

  Date: 05/21/2024

  Complaint: 21603074
  
  I am rejecting this response because:
  
  Regards,
  
  Tiara Moreland 

  I spoken with ***** multiple times and the plumbers that she continues to send out to the home or not fixing the leak. They came out to my home over four or five times just to check for the leak, but theyve never actually fixed the leak now my AC is out, I attempted to speak with the maintenance department and the maintenance told me. Its my fault that the leak isnt fixed the maintenance  ***** asked me why the Leak wasnt fixed yet I rent here and live under these conditions are unsafe and not healthy and I have not received any assistance and trying to get this fixed just a bunch of run around with people entering my home 

  Business Response

  Date: 09/20/2024

  This water leak was very difficult for the plumber to find as they had to make 7 different service calls to find the underlying issue.  Here is the most recent comment from Blassinggame Plumibng's invoice from June 21, 2024:

  "We did find that unit C's washer line was clogged. We cleared it and suspected that this was the final leak that was affecting unit B.  We attempted contact with unit B to see if she sees any more water, but she has not called us or texted us. We think the final issue is now resolved."

  Based on this we believe this issue has been resolved.

  Thank you.

• Initial Complaint

  Date:04/01/2024

  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.

  I followed all move out rules!!! My deposit for Lone Star was $2500! I wasnt upset with spending that type of money because I thought this was a good company I used their recommended cleaning crew, paid $325.00. Carpet cleaning that states cleaning/deo/pet which means I got the whole deep cleaning treatment which I verified paid $120. Pest control paid $80 bucks. I made sure I kelp my utilities on 5 days after move out to avoid any penalties. When I got the outline of what I was charged or what was deducted from my deposit, $413.00 in repairs (I accepted that). $184.03 Carpet Cleaning because the professionals didnt write on PET. I got more than a PET treatment done!!!$187.27 Pest control because I didnt get the flea treatment. (You telling me flea treatment cost $187.27???)$150 Utility Fee (never have I heard this) but I kelp my utilities on for 5 days like requested but since they had to wait on a vendor to visit the home for repairs, they charged me to turn the utilities back on in Lone Star name lord *** been gypped out of my money!! Because I paid a larger amount down you take out more??? This is wrong out of every rental company Ive rented to this is the ONLY company that has done this!!! I accept what I know thats right to charge. Ive done everything right for yall to go back and supposedly do the same thing I paid to have done and **** took half of my money!!

  Business Response

  Date: 04/03/2024

  Good afternoon **************,
  
  As explained in the previous email I sent you, some of the cleaning fee was charged in error and refunded to you. The remaining charge of $7 was for the lightbulbs that were not provided. Lightbulbs are not included in a cleaning service and must be provided separately by the tenant.
  
  A portion of the carpet cleaning was charged in error and was refunded to you. However, you did not get a pet enzyme treatment at your move out. I have attached the conversation between the inspector and Epic Carpet Cleaning, the company you used. You stated to them you did not have a pet to begin with when you in fact had a pet on your lease.
  
  The pest control service you used, Stand Alone Pest Control LLC., did a *************.They did not cover fleas in the treatment you paid for. You were charged for a flea treatment, which is required upon your move out if you have any pets on the property during your tenancy.
  
  The utility fee was charged because you failed parts of the inspection which required vendors to complete items you were responsible for. This includes repairs, carpet cleaning, pest control, etc. This is item was initialed on your Move Out Cleaning and Procedures Addendum, which was part of the move out packet your received upon filling out your Notice to Vacate. I have attached your move out packet.
  
  You received a refund check for $60.65 (check #*****) for the corrected charges on 3/28/2024.This was mailed to you same day. I will attach your updated ledger.
  
  I will attach your initial dispute and my initial response for your convenience.
  
  Kindest Regards,
  Lone Star Realty Disputes

  Customer Answer

  Date: 04/03/2024

  Complaint: 21502442
  
  I am rejecting this response because:
  
  Regards,
  
  ******************

• Initial Complaint

  Date:03/12/2024

  Type:Service or Repair 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.

  My total deposit was $1,100 and I only got back $627.50. When asked about move out charges I wasnt given any details just hit with screenshots of the lease that applied to my questions. For example why was I charged a inspection fee ($150.00) and theyll refer to number 24 on the addendum but wont get specific for which one (failed inspection, utilities, or not showing up for appt). If I failed the inspection they would turn on utilities but they did the inspection on February 2 and the utilities were still on and in my name (see pic). Another issue is they said the cleaning ($200.00) wasnt up to their standards. They mentioned dust on the windows and blinds, a couple of pennies in the closet nothing that amounted to $200.00 worth of work. I have attached pics of what the apartment looked like before and after I moved in. I complained about the roaches before I moved in and they informed me they had another company who handled pest control. This apartment was not clean when I moved in but they expect perfection when I move out. They have those apartments sprayed monthly for roaches. When I asked about them producing the work order to back up my claim I was unsuccessful. The tub and the toilet were very old as well but I was sent pics from them as if I stained them. The only thing that needed some extra cleaning was the stove/oven which is hard to do when you are disabled (had surgery, nerve damage have documentation). I was also charged for normal wear and tear like kitchen strips, bedroom blinds, and vent hood filter ($122.50). I asked for an itemized list of how much these items costs and havent received a response. When I asked an employee who do I contact if we are not satisfied with their answers and she responded a normal person would send another dispute while telling me how dirty I left the place. I understand some tenants do not take care of their space but I do and did. I just want my money back and to be treated with respect!

  Business Response

  Date: 03/12/2024

  Dear *******************,
  
  As per the last email I sent you in response to your dispute, it is explained that the Re-inspection fee of $50 dollars is charged if you fail any part of the inspection which requires a contractor/vendor to perform a service you were responsible for. You failed part of the inspection which required cleaning and repairs.
  
  The utility fee is charged if you fail any part of the inspection that requires a vendor to perform any work, which also includes cleaning, repairs, carpet cleaning, pest control, etc., in which Lone Star Realty will then immediately turn utilities on in Lone Star Realtys name. Since cleaning and repairs were required after your move out, you were only charged for electricity since water is allocated at this property. You disregarded this item on your Move Out Cleaning and Procedures Addendum by not initialing. This form is attached in your Move Out documents I have provided.
  
  The cleaning was not to Lone Star Realty standards and required a 3rd party vendor to complete. I have provided pictures below. A cleaning vendor was sent to the property on 3/7/23 for a vacant wipe down. You moved in 3/10/23. No work orders were placed by you in either of our systems to have a cleaner go back to the property due to dirtiness. The only item you mentioned as being dirty was the medicine cabinet in the bathroom as written on your Move In Condition Form.I have also attached that for your convenience. The pest related concerns were addressed in Work Order #***** that was placed by you on 3/11/23. No other pest related work orders were placed during your tenancy.
  
  Cleaning Pictures- *******************************************
  
  The kitchen transition strip and vent hood filter will be credited back to you since that was normal wear and tear with no damage. The damaged blinds were not normal wear and tear. The blinds were not damaged prior to your move in or listed as broken on your Move In Condition Form.
  
  Damaged Blinds- *******************************************
  
  Kindest Regards,
  Lone Star Realty Disputes

  Customer Answer

  Date: 03/13/2024

  Complaint: 21420561
  
  I am rejecting this response because: If there was a work order for the roaches that goes to my statement that it was not clean when I moved in. I have also attached pics of the utility statement from Iron Horse and the checklist (for move out) I turned into the office at 4:23pm on 1/31/24. The utilities were still in my name.
  
  Regards,
  
  ***************************

  Business Response

  Date: 03/14/2024

  Dear ********************,
  
  A vendor was recalled to the property in response to your work order for roaches seen at move in (WO#*****). You did not create any work orders requesting additional cleaning for dirty conditions at move in or annotated dirty conditions on your Move In Condition Form. I have attached a list of the work orders you placed during your tenancy from 3/13/23 1/31/24.
  
  You failed part of the inspection that required a vendor to go to the property and perform a service you were responsible for. This includes the cleaning you failed and the repairs. Utilities were turned on in Lone Star Realtys name so these failed items were able to be completed by the vendors.
  
  Kindest Regards,
  Lone Star Realty Disputes

  Customer Answer

  Date: 03/14/2024

  Complaint: 21420561
  
  I am rejecting this response because:
  Can you prove that they were turned in in your name in that date?
  Regards,
  
  ***************************

• Initial Complaint

  Date:12/20/2023

  Type:Order 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.

  I am not liable for this debt with Lone Star Realty *** They did not provide me with the original contract as i requested

  Business Response

  Date: 12/21/2023

  We have no inquiries from you about needing your original lease.We also have no disputes on file for you concerning your charges.  I have attached your original lease and the last lease we have on file for you.
  You were evicted and a Writ of possession was preformed with the constable on 3/12/2020.
  Prior to us reconciling your deposit on 4/5/2020 you had a balance of ********, which was past due rent and late fee plus legal fees.
  Your balance on 4/5/2020 was $9,162.93 with the collection fee of $3,665.17 added to the balance giving you a new total due of $12,828.10.
  I have attached your statement of charges that was mailed out on 4/5/2020 to the last known address.
  Here is a link to the pictures of your move out.
  *******************************************

  Customer Answer

  Date: 12/21/2023

  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:10/30/2023

  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.

  I was emailed with a threaten email stating if i didnt pay i would be reported. I asked for a break down of the charges and the paper stated 400 worth damage that I see what I was responsible for. The other charges is move in fees , didnt know they charge move in fees i paid **** deposit. The pest control fee, how am I responsible for pest control when I never received this service and was never charged for it when I stayed there. There is so many charges the company is responsible for but want to put it on me. I reached out to have it disputed and no one has returned any proof or an email .

  Business Response

  Date: 10/31/2023

  Carpet- You were not charged full price for the carpet replacement. At the time of inspection the carpet had a very strong smell of dog/pet, heavy traffic stains and was soiled in the hallway. Any cleaning would have made the smell worse and was deemed uncleanable.  
  
  Garage door- the garage door was repaired on 11/29/22. This is new damaged and per the garage door company It is not considered normal wear and tear.
  *******************************************

  
  Pest control- At the time of inspection there was active roaches in the property and per your lease tenants are responsible for pest control. It also states on the move out procedures that tenants are required to have pest control done. I have attached your lease where it states that you are responsible for pest control, it is under special provisions. *******************************************

  
  Re-letting- You did not pay your final months rent.This is also outlined in your lease. At the time you turned in your keys you owed $1444.12

  
  Move-in fees- Lone Star Realty doesnt have move in fees. If you see on the paperwork that you were provide it states Move-in Charge: Liability to ****************** and Admin fee Liability to ******************this is renters insurance that you were paying when we had our old software.Since we merge all accounts to a new software it sees all tenants as a new move in and that is how the systems labels that charge. All this is Renters Insurances in the amount of $15.
  
  Repairs- All items that you were charged were not annotated on your move in conditions form as being there prior to you occupying the property and it is outside of normal wear and tear.

  Customer Answer

  Date: 10/31/2023

  Complaint: 20799564
  
  I am rejecting this response because: they sent me a picture of one bug on the wall after I moved out. They didn't specify what damages that was "not wear and tear" , I need photos of that as well. Carpet was in the same condition it was found in. I renewed my lease twice all inspectors came and I passed both times. Why was the condition so bad after I moved? I still dont see 5000$ worth and every tenant move out have the same problem with this company. They need to be investigated!! Fraud
  
  Regards,
  
  ***************************************

  Business Response

  Date: 10/31/2023

  You do not have $5000 worth of damages, your combined total minus your $**** deposit is $4911.32. Here is a complete breakdown with explanation of all charges.
  At the time we reconciled your deposit on 9/8/23 you had an outstanding balance of $1444.12.
  Starting balance- $1444.12
  Re-inspection fee- $50- Per the move out procedures that all tenants are given at move in and when they turn in their notice to vacate.
  24. Re-Inspection Fee:  You will be charged a re-inspection fee if you (a) fail any part of the inspection which requires a contractor/vendor to perform a service that you were responsible for, (b) if you are not ready at the time of your appointment or (c) if utilities are not on at the time of the inspection; all of which would require an inspector to return and re-inspect the property.
  Cleaning- $500- The property was not cleaned to Lone Star Standards, and you left a large amount of trash and personal belongings behind. Here is a link to the pictures- *******************************************
  So far with just these 2 charges alone brings your balance to $1994.12.
  Repairs $395- You were provided with a list of what needed to be repaired. Here is a link to the pictures.
  *******************************************
  Batteries- Per the move out procedures- 18. Smoke Detectors: Provide a new 9-volt battery for each smoke detector (keep in package unopened).  Place on counter.
  Replace the fridge filter- Refrigerator: clean thoroughly inside and outside. Clean both sides of all racks, drawers, and the drain pan. Be careful when pulling the refrigerator (to clean behind and unplug) to avoid damaging the floor.  To prevent damage to the compressor, turn the temperature down to the lowest setting for 30 min prior to unplugging it. Leave the doors open to prevent mold and mildew.  (Note: A new water filter is required for all side-by-side refrigerators, leave a receipt or unopen package left on the counter.)
  
  Pest Control $125.56- I provided you proof of way you were charged for pest control. Weather I provided picture of 1 bug or **** bugs, it is still tenants responsibility for pest control per your lease the move out procedures.
  22. Pest Control: You are required to have the property professionally sprayed for fleas upon move out if you had or have a pet. If a receipt is not provided at the time of move out, we will have this service completed at your expense.  Carpets must be cleaned before this treatment is conducted.  You will be responsible for the cost of pest control service if pests are found in the property at the time of move out (roaches, fleas, etc.).
  
  Carpet Damage $1412.89- You do not indicate on your move in condition form that the carpet was in bad condition prior to you moving in. At the time inspection the carpet has a strong pet odor and staining. I provide you pictures of the soiled carpet in the hallway and the heavy traffic stains. You were charged a depreciated amount.
  
  
  Garage door $813.75- I have already addressed this in my previous response and provided you with an explanation and proof.
  
  Utility Fee $150- per the move out procedures and what you initialed. This is attached 

  Re-letting fee $1020- I have already addressed this in my previous response and provided you with an explanation and proof.
  
  All these charges came up to $5911.32 and we applied your $**** security deposit bringing you new
  total to $4911.32.
  All monies that were charged towards your account will be paid to the owner of that property for reimbursement for paying the independent contractors that were hired to complete the repairs, cleaning, carpet replacement due to negligence at the property, etc.
  You did not fulfill your lease agreement therefore there was a reletting fee charged to your account, per your lease. 

  Customer Answer

  Date: 11/01/2023

  Complaint: 20799564
  
  I am rejecting this response because: The charges are outlandish and bogus!
  
  Regards,
  
  ***************************************

• Initial Complaint

  Date:03/31/2023

  Type:Service or Repair 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.

  I had a mid-lease inspection January 2023. As detailed in my lease agreement, I provided the company with a copy of a professional carpet cleaning.Approximately at the beginning of March 2023, the company reached out to me via email informing me that I would have another inspection on 26 April 2023. This inspection is described as a lease renewal inspection and required yet another professional carpet cleaning.After going back and forth with the company (predominantly through email), one employee stated that I had agreed to an addendum in which professional carpet cleanings will be provided by the renter for a mid-lease inspection, lease renewal inspection, and upon move out.Per my lease agreement there is only a carpet cleaning required for the mid-lease inspection and the move out inspection (page 6, para 32). The addendums referred to by the employee were never signed by myself. Therefore, legally never binding me to the document. The company states, that in order for me to be considered for a lease renewal, that I must provide another receipt of professional carpet cleaning performed on the home. This is not legal as well as excessive due to my previous professional carpet cleaning recently conducted in January 2023 (3 months) short of yet another inspection.

  Business Response

  Date: 04/10/2023

  Our policy and procedures for carpet cleaning is outlined in section 32. Special Provisions  of the lease. It states, we require to have the carpets cleaned professionally at mid-lease and end of lease inspection. The inspection that was set for 4/26/23 is your renewal inspection, that is your end of lease inspection. Your lease is set to expired on 6/30/23. When a notice to vacate is turned in, all tenants are required to have the carpets professionally clean per the move out section of the lease the Move Out Addendum that is given at move in and when a notice to vacate is turned in with a move out date.
  On 3/18/23- you stated on your portal that you came into the office to inquire about the carpet clean and that you spoke with a gentleman and woman. You also stated on that same portal thread you still had questions.
  3/29/23- one of our inspectors explained the procedure to you through the portal messages.
  You then respond with a series of messages about the polices.
  On 3/30/23 you requested for management to contact you via email. Our inspector for the semi annuals emailed you a document that is given to all tenants at the time of move in outlining the mid-lease and renewal inspections and the carpet cleaning procedures.
  On 3/31/23 you responded back stating that you never received the document and that you stated, I acknowledge your efforts as you have attempted to explain this once in person, as well as through the portal and you were also wanting to speak to management (in which the original email traffic was not sent to management)
  On 3/31/23- the inspector emailed you back stating, if you did not want to renew to go ahead and put in your notice and you would not be responsible for the carpet clean on 4/26/23 you would just have to do it for move out.
  On 3/31/23- you responded, is there any way to obtain the new lease agreement so I can review it prior to making a decision.
  On 3/31/23- we received a BBB about the policy and procedures about the carpet cleaning requirements. You stated as your desired settlement contacted by the business.
  On 3/31/23-management contact you via phone call and left you a message. An email was sent on the same day to you.
  As of 4/10/23 you have not returned our phone calls or responded to the email that was sent to you.

  Customer Answer

  Date: 04/10/2023

  Complaint: 19880151
  
  I am rejecting this response because: I was told this is a mid-lease inspection. Now Im being told its an end of lease inspection. A carpet cleaning for the end of lease inspection would and SHOULD be due upon move out. My email requesting a proposed new lease agreement was never addressed. I will not be returning phone calls, I will be contacting via email for legal purposes. Thank you.
  
  Regards,
  
  ***********************

  Business Response

  Date: 04/13/2023

  The notice that was uploaded to your portal on 2/28/2023 at 12:37 pm, states there is a renewal inspection on 4/26/23.

  End of lease inspection is not the same as a move out inspection. For example.
  End of lease is when your current contract is ended and not on a notice to vacate.
  Move out is when you come into the office and provide ** with an exact date as to when you will be vacating the property. Not renewing your lease. Sometimes the move out date is before your lease end date or after.
  If your account was on a Notice to Vacate for the end of your Lease 6/30/2023 we would not expect you to provide a carpet cleaning receipt, you would be expected to follow the move out addendum requirements.
  

  As I stated in my previous response, I emailed you on 3/31/23 and you have yet to respond to that email.
  

  We do not offer sample leases for tenants to review. When it is time for you to renew the leasing office will email you what is called a renewal offer with the new rates. Once you have chosen which lease term you would like whether it be a year lease, 6-month lease or stay on a month to month. The leasing office will send you a lease with the new rental amount and new lease dates for you to review.

  Customer Answer

  Date: 04/13/2023

  Complaint: 19880151
  
  I am rejecting this response because:

   

  **CORRECTION to my prior response: I misspoke. The inspection was described to me as a lease renewal inspection not mid-lease inspection. This inspection is NOT required to have a carpet cleaning per the lease agreement. This inspection IS allegedly required per an addendum that I have not agreed to as it is not signed, nor required per the lease agreement. There are two carpet cleanings that are required per the lease agreement:
  
  
  1. Mid-lease inspection. Mine was completed in January, in which a carpet cleaning service was provided, per the lease agreement.

  
  2. Move out inspection. This would be completed upon move out. My lease is not up for renewal until 30 June 2023. Therefore, another carpet cleaning service would be due at this time, per the lease agreement.
  
  
  Lone Star Reality is unjustly requesting a professional carpet cleaning service just three short months after my mid-lease inspection was completed. A carpet cleaning is NOT required for a lease renewal inspection that is clearly defined on lease agreement that was signed last year. This carpet cleaning service is required per an addendum that is uploaded on the portal upon the initial move in and then again as a notice via email. 
  
  
  Tenants do not agree to a professional carpet cleaning service in the lease agreement, when an addendum is not signed. Additionally, Lone Star Reality is causing unnecessary financial burdens on tenants by requiring a professional carpet cleaning service for inspections that are not required to have services per the lease agreement they signed. Logically, it also is not feasible to have yet another carpet cleaning service performed within three months. 
  
  
  My lease concludes on 30 June 2023, which means I am not required to give a 30-day notice until 30 May 2023. Attempting to justify this carpet cleaning for a move out inspection is erroneous. If the lease were to be renewed a carpet cleaning service would be due again for a mid-lease inspection (midway into my new lease). If I choose not to renew my lease then another carpet cleaning service would be due upon the move out inspection which would take place in June 2023.

  Lastly, the email sent by ****************** on 3/31/23 was redundant information, still failing to answer as to why I need another carpet cleaning for a lease renewal inspection.

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