Resident Frequently Asked Questions

Answers to your common questions

• Q: I Submitted a work order for something that ended up not needing a repair. Now I have a bill for a trip charge from the vendor. Why do I have to pay this?

  A: Imagine you are the owner and received a bill from a vendor who inspected a dishwasher that was reported as inoperable. Turns out, the power switch was not in the ‘on’ position. Would you feel the bill belonged to you? These things happen, especially when you’ve recently moved in and are not aware of the property characteristics. However, the fact remains that a bill has to be paid by the appropriate party for the efforts made.

• Q: The Refrigerator Broke Down and the vendor said that it needs to be replaced and needs approval from the owner. Why do I have to wait for approval?

  A: A broken appliance that needs replacement is never a fun process. While we are given the right to make repairs, those repairs can be made to a certain spending limit. Typically, replacements go above that spending limit. When that happens, an owner needs to give approval for the expense. While we are eager to move to the next step, owners are sometimes not available immediately or want additional estimates to ensure the diagnosis and cost is valid. This is natural, but rest assured we have limits as well for the duration in wait time in addition to temporary fixes.

• Q: I have an appointment for the oven to be repaired but only my 13 year old son will be home for the appointment. Is that okay?

  A: Sorry, but this is definitely not possible. An adult must be present at the time a vendor or team member visits the property when a minor is home. No exceptions.

• Q: My Sister sometimes visits and has a small pet that would come as well. It’s only a couple of times a month so I don’t need a pet agreement right?

  A: We love pets! However, there are processes in place that remove liability from all parties. Even if the dog were to stay 24 hours, pet damage can occur on the property. There’s also a chance the dog could cause harm to itself or someone else while on the property. This breeds trouble! Not matter the duration of the stay, a pet must be approved and documented with a pet agreement. This will also include a pet payment (if approved). This is better than us catching a pet on the premise and a tenant facing the $500+ fine. It’s not worth it.

• Q: Now my sister wants to move in. Can you add her name to the lease?

  A: Welcome, sis! First, she needs to apply just as you did. We need to make sure the tenant qualifications are met by all parties. That’s fair, right? Right. Then once approved, her name needs to be added to the lease. As this takes more staff time to produce the change in documents and systems, there will be a minimal administrative fee associated with adding or subtracting an occupant.

• Q: When is my rent due and how do I pay it?

  A: Rent is due on the 1st of each month and is considered late if not received in the office by the 3rd (third). Late fees are applied to all payments that are received in our office as of the 4th (fourth), and that is also the day that all 3 day pay or vacate notices are posted for those tenants who have not paid rent.

  You may pay primarily through your tenant portal. If unable you may use the drop box at our office or USPS. Please note that funds must be received by the due date. The postmark is not relevant. Do not send money orders in the mail. More residents have lost out on a month’s worth of rent this way than you would think. The best, safest method is using your checking account through your tenant portal. You can even set up autodraft to make sure that you never have to worry about a late fee.

  Our business and mailing address is:
  Captex Property Management C/O Westbank Management
  4515 Manchaca Rd Ste#100, Austin, TX 78745

  The office is open Monday to Friday from 9:00 AM to 4:00 PM,. If the office is closed, please use the drop box labeled David Johnson Realty on the rear of the building to deposit any checks, money orders, keys or correspondence. Please do not put any cash in the drop box and make sure that your payment specifies your rental address.

• Q: Can I get a pet after I move in to the property?

  A: Occasionally this is an option based on the criteria for your particular property. For more information, please refer to your rental agreement or contact your property manager.

  No property owners will approve an occupancy for the following breeds of dogs: Rottweilers, Pit bulls, Doberman Pinschers, Chow Chows, Akita’s, Siberian Huskies, Alaskan Malamutes, Presa Canarios, Staffordshire Terriers, Wolf Hybrids and German Shepherds.

• Q: I want to move stay, but my roommate wants to move out. What do I do?

  A: If your roommate moves out, a written notice must be submitted to Captex by both the remaining tenant and the departing tenant. The remaining tenant must release the departing tenant from any financial obligation for the unit. The departing tenant must submit a notice to vacate. Remember that tenants are jointly and severally liable to ensure that the rent is paid. You must have written permission from Captex to substitute a roommate and there is a $150 fee to add a new, approved roommate to your lease. (It is not the responsibility of Captex to arbitrate or mediate problems between multiple co-tenants.) Security deposit reimbursements to departing roommates are handled by the remaining tenants. No portion of the security deposit will be refunded individually.