Question 1

What does property management cost?

Accepted Answer

Essential Management is 7% of collected rent and Full Service is 8%, each with a monthly minimum. Tenant placement is 50% of one month's rent, charged once when a resident is placed. Lease renewals are $99. There is no setup fee, no marketing fee, no vacancy fee, no technology fee and no markup on maintenance invoices. Portfolio pricing is quoted for owners with multiple units. Final pricing depends on the property, so the number in your written proposal is the number that matters.

Question 2

Do you charge a fee when the property is vacant?

Accepted Answer

No. Our fee is charged on rent we actually collect, not on scheduled rent. If the unit is empty or the rent is not paid, we have not earned a management fee that month. This matters more than most owners realise: a manager paid on scheduled rent is paid the same whether your property is occupied or not.

Question 3

Can repairs happen without my approval?

Accepted Answer

You set a maintenance authorization threshold — $250 by default, and you can change it at any time in your owner portal. Anything at or below your threshold, we handle and report to you. Anything above it requires your decision before work begins. The only exception is a genuine emergency affecting life, safety or active property damage, where we mitigate first, notify you immediately, and record a written justification that stays visible on the work order permanently.

Question 4

Do you get more than one quote on large repairs?

Accepted Answer

Above your quote threshold — $750 by default — we obtain a competing quote where it is reasonably practical, attach both to the work order, and let you choose. Sometimes it is not practical: an emergency at 11pm, or a repair only one qualified contractor in the area will take on. In those cases we tell you that is why, in writing, rather than quietly skipping it.

Question 5

Do you mark up maintenance invoices?

Accepted Answer

No. You are billed the invoice amount. We do not currently charge a maintenance coordination fee, and if that ever changed it would appear as its own named line item on the invoice and your statement — never folded into the repair cost. Maintenance markup is one of the most common complaints owners have about property managers, and it is one of the easiest things for a company to hide, so we made it structurally visible instead.

Question 6

Will I see photos of repairs?

Accepted Answer

Yes, whenever photographing is practical. Work orders carry before photos, after photos, technician notes and the invoice on the same record. Some work does not photograph usefully — a reset breaker, a lock rekey — and in those cases you get the technician's notes instead. We would rather tell you a photo would not have been meaningful than pad the file.

Question 7

Who actually does the maintenance work?

Accepted Answer

General maintenance, repairs, cleaning and make-ready work are handled by We Clean and Fix, our affiliated cleaning and handyman company under common ownership. Owning that capacity is why a turnover can start immediately rather than waiting on someone else's schedule. Work that requires a Texas occupational license — electrical, HVAC, plumbing and other regulated trades — is routed to properly licensed contractors. We tell you when work goes to our affiliate, and you may always decline and use a contractor of your choice.

Question 8

Is maintenance really available 24/7?

Accepted Answer

Maintenance request intake and emergency coordination are available 24 hours a day: a resident can submit a request at any hour, it is logged with a work-order number immediately, and genuine emergencies are routed the moment they arrive. That is not the same as claiming a technician is dispatched to every request at any hour, and we do not make that claim. Routine requests are triaged during business hours.

Question 9

How quickly do you respond?

Accepted Answer

Our standard is that owner messages are answered within one business day, tenant inquiries are acknowledged promptly, and urgent maintenance is routed immediately on receipt. We deliberately do not publish a guaranteed response time in minutes, because a guarantee we cannot staff is worse than an honest standard we can meet.

Question 10

How do you screen tenants?

Accepted Answer

Every applicant is evaluated against the same written selection criteria, applied identically, with screening performed by a compliant third-party consumer reporting agency. Applicants provide written authorization before any report is ordered, and if an application is denied based on a consumer report, the applicant receives the adverse action notice the law requires. We do business in accordance with fair housing laws, and no automated system scores, ranks or rejects applicants.

Question 11

How long will my property be vacant?

Accepted Answer

That depends on the property, the price and the time of year, and any company that gives you a number without seeing your property is guessing. What we will tell you is where the time actually goes: pricing above market is the biggest cause of extended vacancy, followed by slow make-ready and unanswered inquiries. We attack all three — the rental analysis prices it correctly, our own cleaning and handyman capacity shortens the make-ready, and inquiries get answered.

Question 12

Where will my property be advertised?

Accepted Answer

On our own site and syndicated to the rental sites renters actually use in this market, with professional listing copy and real photographs of your property. Syndication partners are being finalised, and we will not name a specific platform on this site until the agreement is in place.

Question 13

I already have a property manager. How hard is it to switch?

Accepted Answer

Usually less disruptive than owners expect, but it depends entirely on your existing agreement. Send it to us and we will tell you plainly what your notice period is, what termination involves, and whether there are transfer obligations. Then we coordinate the handover — records, keys, deposit accounting and resident introductions — subject to the terms of that agreement. We will never advise you to breach a contract you signed, and if the honest answer is that you should stay put, we will say so.

Question 14

What kinds of properties do you manage?

Accepted Answer

Single-family homes, duplexes, triplexes, fourplexes, townhomes, condos and small multifamily properties across Hidalgo and Cameron counties. If you have several units, ask about portfolio pricing — the economics change meaningfully above two or three doors.

Question 15

Which cities do you serve?

Accepted Answer

McAllen, Edinburg, Mission, Pharr, Weslaco, Alamo, San Juan, Hidalgo, Mercedes, Harlingen, Brownsville and the broader Rio Grande Valley. Being a mobile, service-area business rather than a storefront operation is precisely what lets us cover the Valley properly instead of only the area near an office.

Question 16

How often do you inspect my property?

Accepted Answer

Full Service management includes routine inspections twice a year, plus move-in and move-out inspections. Each produces a room-by-room report with condition ratings, notes, photographs and prioritised repair recommendations that you can download and compare against previous reports. Additional inspections can be scheduled at any time.

Question 17

When do I get my statement and my money?

Accepted Answer

Monthly statements are published in your owner portal, targeting the 10th of the following month, with distributions on a predictable schedule. Every line on the statement links back to the record that created it, so a maintenance charge opens the work order it came from, including the photos and the invoice. Year-to-date income and expense totals are always current in the portal, not just at year end.

Question 18

What can I see in the owner portal?

Accepted Answer

Your properties, units, occupancy, current residents, rent and lease dates; rent collected, distributions, expenses, management fees and year-to-date totals; monthly statements; every work order with its full photo and approval history; inspection reports; all your documents including leases and tax statements; and your message history. It is the same operational record we work from, scoped to your properties — not a summary prepared for you afterwards.

Question 19

You don't have an office. Is that a problem?

Accepted Answer

It is the reason our pricing works. We operate as a technology-first, service-area business: mobile property managers who go to your property, digital owner and tenant portals, centralised communications and field staff — instead of a storefront lease that owners visit approximately once. That saving funds inspections, photo documentation, technology and faster response. If you would like to meet in person, we will come to you or meet somewhere convenient. Lower overhead, better service, more value for property owners.

Question 20

How long have you been in business?

Accepted Answer

Masons Property Management is a new company, and we are not going to pretend otherwise. What we can show you before you commit to anything is the full system, the published pricing, the service standards and the documentation you would receive. We would rather you evaluate us on what we can demonstrate than on a number of years we could simply have invented.

Question 21

Why don't you have reviews on your site?

Accepted Answer

Because we have not earned them yet. We built the review system and left it empty rather than filling it with testimonials that do not exist. When real owners and residents have something to say, their words will appear here with their consent and our Google reviews will be linked so you can verify them yourself.

Question 22

Are you licensed?

Accepted Answer

Texas real estate licensing requirements for property management are being addressed with qualified Texas counsel and, where applicable, the Texas Real Estate Commission. We will publish brokerage and license details on this site once issued. We are not going to display a license number we do not hold — and neither should anyone else.

Question 23

What is We Clean and Fix, and why does it matter?

Accepted Answer

We Clean and Fix is our affiliated cleaning and handyman company under common ownership. It handles cleaning, general maintenance, make-readies, turnovers and small repairs for the properties we manage — and for retail customers who are not management clients. Because it is an affiliate, we disclose it: you will always be told when work is routed there, you will see the price before the work starts, and you may decline and use a contractor of your choice.

Question 24

How do I pay rent?

Accepted Answer

Through your tenant portal, as a one-time payment or by enabling autopay. Every payment produces a receipt and appears in a payment history you can open at any time. Payment options are being finalised with our processor and will be enabled in the portal before residents are onboarded.

Question 25

How do I report a maintenance problem?

Accepted Answer

Submit it through your tenant portal or the maintenance request form at any hour. You receive a work-order number immediately, and you can follow the status as it changes. Add photos if you can — they frequently save an entire diagnostic visit and get the right technician sent the first time. If anyone is in danger, call 911 first, then use our emergency line.

Question 26

Will someone enter my home without telling me?

Accepted Answer

Every maintenance request asks whether we may enter when you are not home, and we honour the answer you give on that request. Entry is handled in accordance with your lease and Texas law. If you would rather be present, say so and we will schedule around you.

Question 27

How is my security deposit handled?

Accepted Answer

Deposits are held separately from operating funds and returned in accordance with Texas law and your lease, with any deductions itemised. The move-in inspection report — the one with photographs of the condition you received the property in — is what your move-out condition is compared against, which is exactly why we document it carefully at the start.

Question 28

¿Hablan español?

Accepted Answer

Yes. This entire site is available in Spanish, and residents and owners can communicate with us in either language. A large share of Rio Grande Valley households prefer to do business in Spanish, and treating that as an afterthought would be a strange way to serve this market.

Frequently asked questions

For property owners

Fees and pricing

Maintenance

Leasing and screening

For residents

About the company

Find out what your property should be renting for.