Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:11/01/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint to bring to your attention the concerning practices of Five Star Property Management regarding their rental application process for the property located at **********************I applied for this property in person to ensure I could fully understand the application requirements and expected standards before submitting my application. Like many applicants, I did not want to risk paying a non-refundable fee without knowing what was required. Unfortunately, I was denied without any clear explanation, despite the property being listed for over 63 days and having been contacted by over 46 prospective tenants.I find it troubling that no prospective tenants seem to qualify, and yet, the company is unwilling or unable to provide any feedback on rejections. I believe that applicants deserve transparency, especially when significant fees are involved. To me, this practice appears designed to collect multiple application fees with little intent to rent promptly, creating the impression of a cold side hustle to profit off applicants without offering pre-screening or guidance on their selection criteria.This lack of transparency and unwillingness to offer pre-screening is disappointing and feels exploitative. Many people seeking housing cannot afford to spend $100 on an application fee, only to be denied with no information on why or what might improve their application. I believe this practice does a disservice to prospective tenants and creates an unfair financial burden for those who are simply trying to secure housing.I am requesting that the BBB review the practices of Five Star Property Management and consider whether they are in line with fair business practices. Greater transparency and ethical management of application processes would benefit both the company and the broader community.Thank you for your attention to this matter. I look forward to your response.Thank you,******** ****

  Business Response

  Date: 11/13/2024

  ******** came in to the office to apply for the rental property located at ********************* on September *******. When applying for the rental property ******** submitted the rental application and Rental Application Requirements which discloses what documents are required to be summitted when applying. A Five Star employee also made ******** aware of the documents required to apply ( 2 forms of ID, Paystubs, Bank Statements etc.). After reviewing the application and documentation submitted applicant was missing required documentation requested per our requirements. Please see attached rental application requirements signed by the applicant acknowledging what documentation needed to be submitted ( ex: 2 forms of ID, Paystubs, Bank Statements etc.). By signing the rental application requirements you are agreeing to submit documentation listed on the document. Also by signing the rental application requirements Five Star Property Management does not guarantee or promise to rent/ lease to you or if we are unable to verify rental history, employment verification, personal references or fail to submit all required documentation in a timely manner your application may result in automatic denial. Unfortunately, credit check funds are non- refundable after credit check has been ran and was disclosed on the application that ******** **** signed. 

• Initial Complaint

  Date:10/01/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a home with this company in August of 2023. They were given a total deposit of $5,195.00. This was to include first months rent. When asked why I had to provide a higher deposit then what is stated on their website, the owner, ***** stated that she did not have to provide a reason. On June 18th, 2024 I sent via email stating that I would be vacating and would not be renting the property after August 7, 2024 as this was the year in which the rental agreement was up. The inspection was scheduled for August 1st, 2024. At this time, myself, my son, Mekhi the other renter on the agreement, his girlfriend and another friend were present for the inspection. There were 2 young ladies from the company that were there as well performing the inspection. Everything was thoroughly checked and a list of things they found to be wrong was provided to us in writing. Deposit amount was over amount to be kept according to CA law August 14, 2024 I sent email to get an update on the return of the deposit money. August 21, 2024 I received email from ***** stating they needed a forwarding address. I then received a check in the amount of $2,395.00. I reached out to ***** as I was charged twice for cleaning the carpet of $500 and then another charge for $200 to hang up closet doors. I advised ***** that the doors were in fact working properly at the time of move out. Their inspectors did in fact open and close these doors in the home and there were no issues. I have included a picture of the carpets upon move in and as you can see these in no way were cleaned. I also made them aware of this at the time of move as these were pet urine stains and was clearly marked. I should not be charged for carpet cleaning as this was not done prior to move in and the closet doors were in fact working and hung up properly upon move out and were not notated on the inspection list. Per their inspectors they stated only what is on the list is what we were responsible for. Deposit kept illegally.

  Business Response

  Date: 10/15/2024

  Dear ******** *******,
  My name is ***** ********** I just received your email in my Spam folder which was sent to our General Email Box from you and would like to address this complaint. In the complaint it states the matter of Advertising Issues which I do not understand. 
  It also states from the previous tenant that she given a total of $5,195.00 for SECURITY DEPOSIT. In which is false. Total SECURITY DEPOSIT was $3,095.00 plus the FIRST MONTH RENT of $2095.00 which equals $5,190.00 which these are for 2 separate fees. 
  Previous Tenant is stating that we collected more Deposit than what California Law allows, but this particular tenant moved in August of 2023 in where we were allowed to request additional Security Deposit at that time. She is quoting law that just went into effect as of August 2024. 
  I have attached the following documents for review. 
  
  Tenants Before Move-In Walk-Thru Inspection Sheet. I've provided the whole inspection report and where they did not specify anything about the carpet being dirty. 
  Move-Out Walk-Thru Inspection where my office performed the inspection with the tenant and gave her a list of repairs that needed to be address. In where we specify about the general house cleaning and misc. repair work. 
  There was an error in the initial charges that was sent to the tenant that showed double charges for "Carpet Cleaning" however 1 of the charges should have been for House Cleaning in which the tenant received the original invoice for the cleaning in the attached documents. Please see charges:
  Original:
  $250.00 for Carpet Cleaning
  $250.00 for Carpet Cleaning
  $200.00 for Maintenance & Repairs =
  $700.00
  Correct Charges should be as Follow:
  $250.00 for Carpet Cleaning
  $400.00 for House Cleaning
  $200.00 for Maintenance & Repairs =
  $850.00
  So we actually under charge the account. 
  Tenant is stating that we charge just to hand up closet doors but there is more to the charge for repairs and to there was also misc items that needed to be hauled away. Please see attached photos as well. Also A/C Filter replacement. 
  If you shall have any questions or concerns please feel free to get in contact with me as your earliest conveyance.
  
  Best Regards,
  ***** **********
  ************ - Office
  ***************************************** 

  Customer Answer

  Date: 10/21/2024

   I am rejecting this response because:
  Mrs. ********** is stating that the carpets were not notated in the walk in inspection, however as I have attached, they were in fact listed and also stated that there was a smell of urine. I am not sure why she is not able to see the pictures presented but anyone can obviously see by the photos those carpets were not cleaned. A 3-page list of cleaning was in fact provided from their inspectors after the walk through was completed and upon leaving. The house was cleaned entirely and left in better condition upon move in. Landlords are not able to charge a fee for cleaning as long as home was left at an even better level of cleanliness upon move in which in fact it was. I have several other pictures to represent that. An email was in fact sent to ******************** as requested on 8/14 with so many attachments that I am not able to upload all of them at the time of move in. They show how dirty the house was left including dust from fans filthy filters etc that was very clear had not been cleaned in who knows how long. I advised the inspectors at the time of walk through upon move out how dissatisfied we were and had been with how the home was upon move in. They are stating that after the inspection they used funds to hang up closet doors, nowhere in then list of things were closet doors listed to be fixed. They are now changing what they are withholding the rest of the deposit for. You can't charge a tenant for things after the inspection has been completed. I have attached that answer from ***** in this complaint that states the other fees was for hanging closet doors after the inspection had been complete. I have also attached the california status as far as how much deposit can be kept, and it does in fact state landlords can only charge a max security deposit of 1 month's rent and 2 month's rent for furnished homes. Yes, effective July 1st, 2024, landlords can only charge a security deposit equal to the value of one month's rent. I have tried to be fair and am simple asking for the rest of my deposit back that is being kept upon bad faith. I think it is very coincidental that they required an additional amount of $705 for the deposit amount and when asked why, ***** stated, " I do not have to let you know why this additional amount is being kept according to my attorney" and yet this is the exact amount that is due to back to me. Again, I have attached several complaints written by past tenants of this same issue of keeping deposit money. I would really hate to take this to small claim court and proceed to sue due to the conditions we did live in and for having to go through this major inconvenience. I would greatly appreciate this being returned so we may put this behind the both of us. 

  Sincerely,

  ******* and ***** ********

  
  

• Initial Complaint

  Date:09/01/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  So the company started great I was told I had to pay $40 for a credit check the lady said it was refundable and it I could put it towards a different property. I don’t have good credit I expressed that, they said they don’t go off credit that It didn’t matter so that being said I meet every other requirement the house was 1095 I make 4K a month not including commission I was told I didn’t get approved after waiting a month then told I’d have to Wait for a letter explaining why. The only thing the letter said was that it was do to my credit score or I sent them a email and have been trying to get in touch with management and just keep getting the run around I was told today that they do not give a reason and they don’t have to tell me why I wasn’t approved iv gone out of my way to show them everything I know I meet all the qualifications I’ve lived in the same house for years like I said I definitely make more then 3 xs the rent and so on I made sure to check everything before applying and waste my time, my works time there time so at this point I either want the place or my money back with out a explanation when I asked at the time of denial before the email before the call I feel like it’s just a scan for all I know they could just be getting $40 from everybody

  Business Response

  Date: 09/14/2022

  To whom it may concern;

  
  

  We have received the complaint against us stating that this particular applicant was denied for housing. Per our company's policy the applicant did not meet one or more of our requirements. 

  
  

  Applicant is stating that the Credit Check is Refundable; if you see the attached document of our Rental Requirements under #7 it clearly states Non-Refundable and at the bottom of the page you will see his signature and date of acceptance. We are more than happy to return to the applicant the $40.00 Credit Check Fee to settle this matter. Also when this applicant initially applied he was only considered as a Back-Up Applicant which clearly states on the email response to him. As he mentioned he has waited such a long period of time. 

  
  

  Also if you please read from the attached documents of the Rental Requirement you will see all the required qualifications and we have also attached all documents that this applicant had provided to us for your review. 

  
  

  Please confirm that this response satisfies this complaint. 

  Customer Answer

  Date: 09/16/2022

   I am rejecting this response because:
  
  So my issue isn’t necessarily the $40 I understand what the contract stated but I was verbally told that I would be able to get the 40 bucks back or apply it toward a different property. As you can see I am very thorough before just sending money anywhere. So not only was I verbally told the wrong information then when denied I asked the reason why I was told I had to wait for a letter explaining why in the mail and that letter stated  due to credit. And they told me they don’t Base their decision of credit so at that point I called then I was told they do not go off of credit once again and when I stated what the letter said I was told oh they don’t give reasons I have to give a reason why I wasn’t approved I made sure and ask on every requirement before applying. I would have just left it alone but once I was denied I couldn’t speak to a manager owner anybody other than the receptionist answering the phone and just got the runaround from that point on