Consumer complaint received 2025-11-25 00:00:00
Product: Debt collection — Rental debt
Issue: False statements or representation — Attempted to collect wrong amount
Company: FAIR COLLECTIONS & OUTSOURCING, INC.
State: TX

Complaint narrative:
XXXX : Moved out of XXXX on XXXX XXXX ( XXXX ) XXXX : Performed walk through withXX/XX/XXXX after apartment was previously entered by a Rug vendor/ contractor, whom I do not have a name. He did have dirty worn work boots on and he had already began pulling up the carpet. The carpet appeared walked on and not in the state that I left it. The contractor looked at XXXX of the carpets in the XXXX and said it needs to be replaced due to damage. I asked, " What damage? '' He pointed to some wear, from where he traversed in his boots. Then XXXX tells me that I'm going to have to replace all the carpet in the apartment. I asked why? XXXX then tells me that if they replace XXXX room they have to replace all rooms because the carpet won't match. What? I told XXXX that this was absurd and that the lease doesn't require me to replace any carpet only pay a reasonable cleaning charge if the carpet is soiled beyond normal wear and tear. XXXX told me to send him the lease language that I was referring to. XXXX : sent XXXX XXXX XXXX XXXX ) the language from the lease agreement ( XXXX ) which only allows for reasonable cleaning charges for carpets soiled beyond normal wear and tear. TX Property CXX/XX/XXXXe XXXX says that landlords may not retain any portion of a security deposit to cover normal wear and tear- further defined as deterioration that results from the intended use of a dwelling, including breakage or malfunction due to age or deteriorated condition... The carpet was used as intended and only showed normal wear and tear- Therefore, I should have been charged XXXXXX/XX/XXXX by XXXX on the XXXX to replace carpet for normal wear and tear after being used as intended. XXXX : XXXX XXXX XXXX XX/XX/XXXX ) sends copy of lease- Care of Unit and damages paragraph- which states what the Texas law states- I am responsible for damages caused by Lease violations, improper use, negligence or other conduct by myself or guests... Again, its a carpet that was used as it was intended to be used. XXXX : XXXX sends a moveout statement that shows they are charging me XXXXXX/XX/XXXXfor carpet replacement. Thereby eliminating my deposit refund and, in turn, showing that I owe a XXXXXX/XX/XXXX balance. XXXX then proceeded to tell me if I did not pay the XX/XX/XXXXXX/XX/XXXX in XX/XX/XXXX days, they will send it to collections. I restated my position that there isn't any remedy provided for carpet replacement and that the carpet was not damaged. XXXX : Received communication from XXXX regarding XXXXXX/XX/XXXXthat I owed to XXXX and I have until XXXX to respond. XXXX : I called XXXX and I was told to upload a dispute letter to their website. I did and received an Email saying they received my dispute letter and they will contact XXXX. XXXX : Received an Email that XXXX has made contact with XXXX and they will get back to me. XXXX : Sent me an Email that they said validated that I owe the XXXXXX/XX/XXXX ( XXXXXX/XX/XXXX carpet replacement ). Nothing in that remedy trumps TX law or proves a remedy for carpet replacement- The carpet was used consistent with it's intent and showed normal wear and tear for XX/XX/XXXX months of use with a family of XXXX. The pictures that XXXX sent to XXXX were not accurate pics from how I left it. I told XXXX this and they asked me to send my pics of the carpet. I also told them that there is no remedy in the lease that allows this pursuit of a new carpet. Furthermore, I asked him to tell me where he sees anything that authorizes a new carpet for wear and tear. He said to send them an Email with my pics. XXXX : I sent XXXX Emails with several pics of the carpet in the apartment. XXXX representative told me that they will get with XXXX and get back to me. XXXX : I wake up today and this item is being reported on my credit and severely dropping my score. It is interfering with financial decisions that I need to make by hurting my score. XXXX : I sent an Email to XXXX with another dispute letter and haven't heard back yet. In the Products and Issues section I inadvertently chose No in the " Did you request information from the company? '' question. ''

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation