Complaints

• Initial Complaint

  03/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I rented a townhome at **** ****** Street, Amarillo, TX 79109, from AU Property Management for one year. When I moved in the wood floors were already separating and the walls were not freshly painted and had several uneven paint marks and places where you could tell the walls had been touched up. In addition, the back fence was fairly old. When I moved out, my daughter and I thoroughly cleaned the place. In addition, the lease indicates the townhome comes with a washer and dryer and even after contacting AU Property Management several times, I was without a working dryer from October 2022 - February 2023 (when I moved out). When AU Property Management sent me a check for my deposit, they took out a significant amount of money for what they called "damage beyond normal wear and tear". It reads, in total, "repair a hole at the front door, touch up paint through the house, repair the floors where they separated, replace the filter, replace missing/burned out bulbs, replace batteries in smoke detectors, brace up the back fence". Total deducted from my deposit for this was: $428. In addition, I was charged a cleaning fee of $250. There was not a hole at the front door and the air filter had been changed. However, when I moved in the bracket which holds the air filter in was very old and difficult to maneuver. Additionally, the fence in the backyard just got worse as time went on, due to the wind, rain and snow. It had nothing to do with who was or was not living on the property at the time. This company also kept the previous tenants deposit and apparently did not use that for repairs prior to me moving in. I moved into this residence February 2022 and moved out February 2023.

  Business response

  05/22/2023

  In response we did the proper itemized deposit return and mailed the returned portion of her deposit. ********* was late several times on her rent, we did not charge her the proper late fees every time she was late. We were professional towards ********* we did not understand why she would report us to the BBB. Please let us know what further action we need to do. Thank you Au Property Mgmt
  

   

  Customer response

  05/22/2023

  I am rejecting this response because: this property also kept the last tenants entire deposit and did not do any repairs on the property. There is nothing at all listed on the portion of the deposit that was returned that mentioned anything about late rent payments. There were several repairs that were requested and not done while I was living in the property such as the hole in the ceiling in the kitchen and the dryer not working. However, there was no mention of that either while “itemizing” the deposit return. This property management company is keeping refunds without proper justification. 

   

  Business response

  05/23/2023

  The deposit for the previous tenant was in fact itemized and returned, all the deposit information is stated on the lease agreement.

• Initial Complaint

  09/14/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We have had plumbing issues with this property we are renting from since November of last year. This is also the month we moved in. Every few months or even within the same months we had to send out maintenance request through the app we used to pay our rent with. The issue we had was black water backing up into our tub, sometimes the toilet would clog, our sinks and sewage is constantly coming up into our backyard, to the point where we couldn't even go outside in the back because of the smell or water and sewage everywhere. The issues inside got resolved and the backyard as well but still to this day the outside portion never did fully get resolved. There is still water and sewage floating outside. When they would send out a plumber, the plumber told us himself the issue would most likely keep happening because the lines more than likely need replacing. We have an issue because we got so tired of dealing with this that we have decided to move out early basically resulting in breaking our lease because we just don't want to keep dealing with it. We have paid our rent on time every month, haven't caused any issues on our end and we have worked with them in a professional manner each time. We are now hearing from the business that it will effect our credit and we won't receive our deposit back because we are breaking our lease early. We understand we signed for a full year, but we did not expect to have plumbing issue almost every single month since we moved in. I do not think it is fair of them to threaten my credit and keep the deposit for something that the business themselves should've fixed long before now, that we're trying to move out. Our rent was due each month on the first and was paid on time. I have receipts of each payment and receipts of each maintenance request stating over and over again that the plumbing and sewage issue was constantly happening.

  Business response

  10/17/2022

  Business Response /* (1000, 5, 2022/10/04) */ Contact Name and Title: Au Property ManagementLLC Contact Phone: XXX-XXX-XXXX Contact Email: ************@gmail.com To whom this may concern, with this tenant we had inputted multiple work order requests following up every day with them. When the maintenance crew came by the first time they were rejected by the tenant. In resolution we decided not to report the tenants breach of contract to the credit bureau's, but itemize the tenants deposit due to leaving the property dirty, blinds broken, not leaving keys with notice or where they where and providing a 30 day notice but vacating the property before the date stipulated on the letter and lease agreement.

*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. ↩