Main Street Renewal Corporate Headquarters

Located in Houston, Texas

Address: 5001 Plaza on the Lake #200, Austin, TX 78746, United States

Phone: +1 512-851-8950

Rating: 3.7

Services

Wheelchair-accessible car park
Wheelchair-accessible entrance

Photos

Latest AC Repair Services in Houston

Comments

Review 1 (2024-01-20 - Rating: 5)
Courtney, Danielle, & Joanie all were so wonderful to deal with during the process of leasing a home. They were communicative, honest, and made sure we knew every step. I couldn’t have asked for a better experience honestly!! Thank you team!

Review 2 (2022-12-01 - Rating: 5)
The agent I just spoke with finally, after a month of emails, phone calls, and texts, resolved my issue and answered all my questions. He was terrific. MSR has always been very responsive to the few issues Ive ever had. Ive been a tenant for 3yrs. and am very pleased with them.

Review 3 (2022-07-13 - Rating: 4)
I had a good experience with the Lease Quality department at Main Street Renewal recently. Sometimes it’s hard to find someone that is really helpful in customer service but Veronica Lamuno was so helpful in our lease renewal process and getting another person added to our lease. She made sure to reach out with every step and check back in with us when everything was taken care of. If more service people did their job this well, dealing with companies would be an effortless task.

Review 4 (2020-02-27 - Rating: 5)
The homes I looked at were beautifully renovated and in great condition. I called MS Renewal East several times and everyone I spoke to was very knowledgable and helpful. They were honest, telling me how many applications were submitted for the properties I was interested in.In particular, Bill, went above and beyond. He took the time to explain my steps, and the different scenarios I could be in if I pulled my application from one property to submit for another. He was patient and thoroughly explained everything! I am now in the process of signing a lease. Super excited!

Review 5 (2020-01-23 - Rating: 5)
Well, I havent actually rented a property from Main Street Renewal. However, after speaking with Emily about my expectations, my fear of being rejected for a rental and my previous rental experience that young lady gave me more reasons than I can count to want to proceed with applying for a home from this company. She really eased my mind and actually understood my hesitation due to her own experience with credit issues and how it could affect your approval odds with SOME property management companies, etc. I really appreciate the time she took to explain how the company works, she answered my questions clearly and left no gaps and she even offered me other information. I plan to submit my application tomorrow as soon as I gather my income information and I hope and pray that Im approved because I saw several beautiful homes in the area I really want to reside in.

Review 6 (2020-09-14 - Rating: 5)
My water heater went out & I felt like I was being given the run around my every agent I talked to at MSR until I email MSR & maintance. I had been calling since Wed 9.9.20. & finally emailed everyone I could think of on Thursday 9.10.20 Once I email Emily Kierman responded within 15 minutes. She is AMAZING - She kept her word, she got my work order rolling - THEY WANTED ME TO ORIGINALLY WAIT UNTIL 9.28.20 --- REALLY! No hot water for 3 weeks - Nooooo...She got in contact with Ready Home who called THAT day ( and said they would come out either that day or the next) Ready House came out Friday - they kept in touch with me about their arrival & worked into the WEEEEEEE hours of Saturday morning to get my water heater installed & get me back hot water. Emily & Ready House did an amazing job & I am glad that I got to them. Customer Service is so important nowadays & I felt like I HAD been getting NON-CUSTOMER SERVICE until Emily responded. Communication is the key in ALL relationships & Emily & Ready House communicated & made me feel like I was important! Thank you,Tina McCullough

Review 7 (2019-10-05 - Rating: 5)
My Service w/ Emily was outstanding she is the reason for this 5 star or it would have been a 3(Due to these extensive wait times). Last night I called twice and the wait times were so long by the time I got through the department was closed. So today I called early in the am on my way to work @ 8:45 am and the expected hold time was 71 minutes .. so I waited ... then a gentleman came on and said I need to call a different# which was the same # I just called called he was nice as well however I was put on hold again .. so I waited and waited and waited for another 84 minutes. So from 8:45 am till 11:00 am I was hold waiting (Playing Clash of Clans) but nonetheless waiting. Then Emily came into my life and angels appeared oh sweet Emily, she got my info and I thought she was going to transfer me again. I told her what happened and she said she was determined to help me out and get this squared away. Its nice to have someone take an extra min or extra step to finish the job themselves and help someone else out! Thank you so much Emily, you saved me $100 late fee now that is money we can use for groceries. Your time and dedication just saved lives, Thank you again for your patience!

Review 8 (2020-09-18 - Rating: 5)
Sally Martin is THE most competent, useful, helpful, knowledgeable employee Ive worked with at Mainstreet. She gives very timely and helpful responses to emails, even with an issue outside her department. Ive been using her as my primary contact because she gets things done. Please see she gets a pat on the back, and more importantly, a nice pat on her paycheck. If I would have found her earlier, I may still be a MainStreet customer. The main reason I didnt renew was poor customer service.

Review 9 (2021-02-09 - Rating: 5)
I decided to renew my lease and was having some trouble so I called and spoke with Janet and she was so helpful. After she helped me she made sure to follow up and ensure that everything was okay. I truly appreciated her professionalism and how quickly she resolved my issue.

Review 10 (2020-05-23 - Rating: 5)
I had called regarding an issue I was having trying to view a rental house, and everyone I had spoken to about it had been very professional, but Gabriella was the biggest help by far and was so patient and easy to work with. I was admittedly a bit stressed because I had a moving deadline, but she was calm and collected and resolved my issue relatively quickly. Considering the time I had to spend on this problem prior to speaking with her, she was a true lifesaver :)

Review 11 (2020-10-09 - Rating: 5)
From the very beginning, this company has been top notch. Within two weeks of me first visiting a house I wanted, I am in it. They are quick yo get back to you, professional, kind, and very on top of things. This was my first time leasing, and they made it virtually painless. I truly thank them for getting me into a home I really wanted.

Review 12 (2019-09-26 - Rating: 5)
I called because I almost got scammed last night finding a rental on Craig’s list. When we went to view the home I saw all the signs to call Main Street renewal so this morning I did and told them my experience. Emily was a great help and I look forward to working with her to find our next family home here in Phoenix! We are new to Arizona and it’s nice to find a company that has our back.

Review 13 (2020-05-28 - Rating: 5)
First and foremost I need to give recognition to the most professional and courteous customer representative I have ever had the pleasure of dealing with, Gabriela Jaimes. My family and I cannot thank you enough for how you handled the crisis that we are facing.My family and I have been without A/C for 4, going on 5 days. Temperatures in the house were reaching 86 degrees and with all the storm activity in our area, was extremely humid. I began the pain-staking process of contacting Main Street Renewals 1st level customer support after I had submitted an urgent work order to fix the A/C. It is worth noting that my residence is in a rural area and 99% of the property managements properties are located in Charlotte, NC. We live in Lincolnton, NC. It makes sense that most, if not all, approved vendors would only service homes within the Charlotte city limits. We live 45 minutes away from those limits and likely would need to work closely with a vendor that would make an exception or at the very least get a local vendor put on the approved list of vendors. This proved to be a challenge that was comparable to the first moon landing.Over the course of three days I called MSR on multiple occasions to check on the status of the urgent work order I had submitted. They had pushed our work order to three different vendors whom did not service our area. It became crystal clear that these customer service representatives did not bother to follow up with the vendors to check and see if my address was within their service areas and instead allowed the work order to be kicked back with NO FOLLOW UP!!!! Each time I had to call MSR back and explain the situation all over again due to a lack of employees at MSR not following what I am sure is a corporate mandated procedure of notating rental clients accounts. Mind you that this issue had been escalated to their 2nd level support and I had been reassured that I would receive professional customer service. That could not be further from the truth.Enter my families new angel, Gabriela Jaimes. This woman could tell that I was frustrated from all the previous communications that I had with the rest of the customer service team. The tone of her response was professional, kind, and caring. She placed me on hold for no more than 90 seconds at a time while she personally contacted each vendor on the MSR approved list and asked 2 very important questions: Do you service Lincolnton, NC and if so can you dispatch to my customers residence first thing the next morning. She had to of gone through at least 5 vendors, other than the first 3 that were assigned but never followed up with. All the while making sure I was kept up to date on each call she made. When all was said and done she secured a technician to be dispatched first thing the next morning.I pay my rent every month on time and have never given MSR any reason, big or small, to approach my issue with any animocity. The lease clearly states that HVAC issues are their responsibility and that they consider them to be urgent issues. I signed that lease and agreed to hold up my end of the agreement. Does not seem that the majority of the company is all that concerned with holding up theirs.Now while tomorrow morning has not come as of this review ( I will update it tomorrow), for the first time in the last few days I felt like I was dealing with a professional. Thank you so very much Gabriela. You are the epitome of a professional customer service representative and I hope that others with take notice of your professionalism. As for the rest of MSR, there are clearly air gaps in your training programs and incident management processes. I implore you to take some time aside and have a conversation with Gabriela. That woman knows what customer service is supposed to be like and her caring heart shines through her work. All 5 stars of this review are dedicated solely to her.Update: HVAC technician was dispatched to our residence first thing this morning. After about 40 minutes, A/C was cold as ever. Thanks Gabriela!

Review 14 (2020-06-09 - Rating: 5)
Bill has been a very easy, nice, professional person I have talk to all day. This has been a very hard day for me and I had call multiple times and finally, I got Bill. He was very nice and eager to fix my problems before I lost it. He was very informed about the company and how to use the website to pay my security deposit. I wish I had got Bill 20 calls ago. Bill made this very crazy, confusing day turn around like smooth butter. I hope you all get to encounter Bill when you call Mainstreet Renewal. He will definitely make your day and get all your problems fix with ease. Thanks so much Bill. I hope I get you every time I have to call.

Review 15 (2023-07-13 - Rating: 5)
Our A/C stopped working during a heat wave and Charis with Ms renewal team was amazing in helping us secure a hotel room for three days while we waited for repairs. If not for Charis we would have had a bad situation since my child has asthma

Review 16 (2019-07-20 - Rating: 5)
Have dealt with property management companies for the past seven years and have not received such understanding/helpful customer service like at MSR. Gabriela from Austin has been my point of contact since we moved in back in January. She always provides a fast solution for any maintenance issues I may have. When things do seem to take longer than usual due to permits or approvals, she always keeps me updated as of to what’s going on. Highly satisfied with her work and dedication. She definitely needs a raise!!!!! 🙂

Review 17 (2022-11-19 - Rating: 4)
They did a great job on the remodel of this home and used materials built to last! We are on our second year and enjoy the home and neighborhood. Haven’t needed much service, but Main Street has always been quick to respond to requests!

Review 18 (2021-09-09 - Rating: 5)
Betsy, and her team were amazing and very helpful during our abnormal situation. Betsy made it a point to communicate with us daily on updates and was very understanding. We truly appreciate all of her help during this process and for making us feel as comfortable as we could be in for the situation we had encountered. I would recommend this agency to anyone renting!

Review 19 (2019-08-01 - Rating: 5)
Speaking with Emily was wonderful. She answered all of my concerns. Some of which I didn’t have to express. During our conversation, she was very Informative. It felt great to speak with someone who had a pleasant tone, was knowledgeable and polite. I needed to know the entire process and that MS Renewal truly cared about helping me into my new home.

Review 20 (2019-07-12 - Rating: 5)
The last few months of our lease, our property management company was dissolved, and Mainstreet Renewal held the lease until its finish. Although the time under their management was short, it was far greater than our expectations perceived. For once, we had a company that gave extra effort to to establish a healthy relationship between tenants and management. Our concerns and inquiries regarding repairs, visitations, maintenance etc; communication was of utmost importance. Our questions were answered timely, transparently and professionally. We felt confident in our management company for once in our time as tenants renting. Most reasonable and fair, we found, that a management company could be. We highly recommend Mainstreet when choosing your next property, as they set the bar when it comes to whats best for the customers.

Review 21 (2019-10-29 - Rating: 5)
We have lived in our MS home going on 2 years now. They’ve always been very responsive for Maintence requests. This past week has been particularly rough with our furnace not working. MS sent an HVAC vendor out within 24 hours of submitting my work order. However the vendor has been slow to get their bid to MS. Today I spoke with Paula Genzel several times and she went above and beyond to get our situation fixed. She is probably the most empathetic and caring employee I’ve dealt with in the past two years. Even though we still don’t have heat, I have no doubt that she will get it taken care of. Thank you Paula for all your help today.

Review 22 (2019-11-08 - Rating: 4)
The call center is super busy but they have a call back function that works great! The customer service reps are extremely easy to work with. My only complaint is that I have a non compliant fee that they will not remove even though they have my proof of renters insurance. The girls on the phone arent aloud to remove it even though its the companys fault that it wasnt recorded.

Review 23 (2022-11-29 - Rating: 5)
I just really want to take the time to thank Stevin Jimenez from mainstreet renewal. He resolved my issue that I had going on in 1 day. I want to focus on the one day part because prior to a conversation I had with him I talked to multiple people from Main Street renewal & no one was able to help me. It took almost a month for anyone there to figure things out. But when I spoke with stevin he reassured me that he would look into this & call me back on the findings. He did exactly that & found the issue & resolved it so quickly & others issues as well. I appreciate him for that because this issue really stressed me out.Main street renewal need more people like him on their team to get the job done

Review 24 (2019-11-06 - Rating: 5)
I called to question a credit showing on our account. We had had some issues at the property. The credit smoothed quite a bit of the frustration.Gabriella listened patiently as I summarized the frustration. She sounded like she really understood and cared.Next she addressed my next concern , & entered a work order for as early as this Friday.Gabriella should be commended for being part of the care team because I really do believe she cares.

Review 25 (2021-02-02 - Rating: 5)
My name is Ashley Boyett and I want to let you know that Gabriella was AMAZING. I have had a lot of issues with different things and she went over and beyond today to explain everything to me and help me resolve my issues. I wish everyone could be like her!! Great customer service. Stayed on the phone with me for over 45 minutes making sure I was happy and my issues were resolved!! You ROCK GABRIELLA!!

Review 26 (2019-12-20 - Rating: 5)
My experience with customer service and this company was top notch.. Suzette,One of the representatives was the most polite and extremely helpful!! I am not sure of the ratings or incentives that they (customer care)Receive, which I have spoke with more than one representative in a 24 hour period in just a setting up an account alone... BUT⭐⭐⭐⭐⭐Keep up the great work!

Review 27 (2020-08-18 - Rating: 5)
I have trying for over a week to get our issue resolved. Ive talked to many people that has put me on hold and sent me to other people. Sally at Main Street Renewal took the time to get to the right person. She was kind and assured me she would take care of my issue. Its comforting when you finally get someone who seems like they care. Thank you Sally. Sally is a good personal Realations person who does her job well.

Review 28 (2020-03-05 - Rating: 5)
On Friday the 28th I called in the office a little discouraged with finding a home, but after talking to Ms. Dana assured me that she would assist me with finding something in budget and she did just that she also walked me through on how to get my paperwork on a flash drive to get all proper paperwork to the office she really took her time with me and forever grateful. Today I called and Ms. Dana answered again and I received the same services from her that I have previous gotten from her Job well done keep up the GREAT WORK.

Review 29 (2020-01-22 - Rating: 5)
I give Hunter FIVE STARS! He was very polite. He handled my repair request quickly. He even said he will contact the plumbing company himself to see if they could come today, since Im off work today and I have no hot water.

Review 30 (2020-12-10 - Rating: 5)
This rating is for Sally. I called to check into some concerns I had with the lease. Sally was easy to communicate with, took her time to understand the issue/concern, and resolved it while on the phone. She additionally told me what to expect next and sent a recap email for my records. It was great to work with her.

Review 31 (2020-06-02 - Rating: 5)
I spoke with Austin Guajardo at the Austin Location, He was very professional from the minute the phone call started, he also made sure to answer all of my concerns and inquiries, he helped me better understand the rental process because I had not heard back from anyone for awhile about an application I submitted. He made sure to go through the step by step process and let me know where I was in that process and gave me an estimate timeline which I really appreciate. I am very pleased with his level of customer service, Mainstreet Renewal should be extremely proud that they have Austin Guajardo on their team😊 Also I was approved and had further questions which I spoke with Bill and he was also very friendly and made sure to double check with my leasing agent, to ensure quality of information. Your awesome too Bill Thank you both!!!!!

Review 32 (2020-02-01 - Rating: 5)
The only reason I gave them 5 stars is because of Bill he was thorough and answered all my questions..I felt at ease once I spoke with him.Thanks Bill for being the light at the end of our tunnel. Our housing situation is an emergency and we need to move asap because our family has grown and we need more room.Also we cant afford to pay two rents so we are trying to move by the 3rd of February but will put it in the hands of the lord.Thanks for everything 🙂The Grays/Pone-walls

Review 33 (2023-02-08 - Rating: 5)
I am rating this five stars based on your phone employees, specifically Yasser. Getting things done from emails and on your website is very difficult. But your phone employees are all terrific. Yasser was a great help to me today. I had two problems that your website gave me too much difficulty but Yasser was able to resolve one problem and guide me through addressing the other problem. That’s a good employee!

Review 34 (2020-06-04 - Rating: 5)
I spoke with a gentleman named Bill, and he was very kind and easy to talk to! He answered all my questions clearly and explained the process we would need to go through to begin the home rental. If youre looking for a designated person to speak with about your potential home rental, i would recommend asking for Bill.

Review 35 (2020-01-24 - Rating: 5)
I have been searching for a new home for 2 weeks. Today I spoke with Dave, who was a breath of fresh air. He was friendly and asked all of the right questions so that he didnt waste my time suggesting properties that werent right for me. The process of searching for a home has been draining, but I was actually smiling at the end of our conversation. Dave is by far, THE BEST agent I have spoken with so far. THIS MAN IS GOLD! Thank you Dave.

Review 36 (2020-06-13 - Rating: 5)
Gabriela was professional and kind. She was able to answer all of my questions about the new home we just signed a lease for. She even gave extra information and made us feel comfortable to move into our new home!

Review 37 (2020-03-05 - Rating: 5)
Gabriella was absolutely brilliant! She was patient, kind and very understanding with me. She also took her time to make sure my monthly payment was posted to my account. She might have had a long day, but she didn’t express it over the phone. Lastly, I wish Mainstreet Renewal could clone her 10 more times.

Review 38 (2020-10-07 - Rating: 5)
I have two reviews to post. This one is in response to Jesse in customer care. I had an issue and she was very patient and worked very hard at getting me the answers to my questions. Unfortunately, there are not very many Jesses that work here. Hats off to you young lady for providing exceptional customer service. Keep up the fantastic work that you do!

Review 39 (2021-01-13 - Rating: 5)
I was having some issues in coordinating a move-out due to delays in closing for a home we are purchasing until I spoke with Carter. He listened to my problem then immediately explained potential solutions, and offered to remain a point of contact through resolution. Moving is always stressful but I am so grateful to have spoken with Carter as this is now one fewer thing to worry about!

Review 40 (2020-06-25 - Rating: 5)
Well, let me tell you. On 6/25/20 Kevin was the one that answered my call. We were on the phone for an hour and 17 minutes. He was very professional, very patient and very knowledgeable. He walked me step by step and stayed on the phone until I was touring the new house. You need more employees like him. Thank so much Kevin. Keep up the good work!!!