Complaints

This profile includes complaints for GSF Properties Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

GSF Properties Inc has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  GSF Properties Inc

  6485 N Palm Ave STE 101 Fresno, CA 93704-1072

  
• 

  GSF Properties Inc

  1118 Olivewood Drive Merced, CA 95348

  
• 

  GSF Properties Inc

  5051 Ming Ave Apt 69 Bakersfield, CA 93309-4781

  

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:04/23/2025

  Type:Customer Service 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.

  As of 04/23/2025, GSF Properties is knowingly violating my HIPAA rights, by having my Reasonable Accommodation forms faxed to an offsite sister property instead of doing the right thing by fixing the fax machine located inside the onsite office of the property manager. On 04/23/2025, I requested a refund for my welcome mat, that is being damaged and covered in cat urine, caused by an alleged stray cat. On 04/23/2025I requested that my rent credit of $226.04 be returned to me by issuing a check. On 04/11/2025, I was illegally asked to sign a waiver of liability to have a verbal reasonable accommodation request, installed. On 04/17/2025, I requested yet another verbal reasonable accommodation, requesting temporary relocation assistance to a nearby hotel while solar panels are being loudly installed on the roof of the building I reside in. As a tenant, I have a legal right to the quiet enjoyment of my unit. The noise is preventing this right, thereby creating a breach of contract. I am requesting compensation for the costs of a hotel stay until the project is completed which is said to last until September of this year. The construction project has caused a major decline in my mental health. I have legal and medically verified right to temporary relocation. I have been harassed, retaliated and discriminated against by employees of **************************** for the last 8-10 years. GSF Properties, **** has a history of ripping tenants off and gossiping about the medical conditions of their tenants. GSF Properties has been been mandated by the city of ********************************** to install an attic access space in all units here. They have not satisfied this requirement nor are they in the process of doing so. This is fraud. Please investigate my complaint thoroughly and without delay. Thank you. Refund breakdown: Cost of hotel stay for 6-months for my live-in aide and I. The cost of my welcome mat and my current rent credit, refund.

  

  Business Response

  Date: 05/02/2025

  Hello,

  Below was our response to *******.  Yesterday, she agreed and picked up a check in the amount of $2128.00 to cover the cost of temp housing. Please let us if we need to provide BBB with hose emails or proof of the check provided.
  

  Ms. *******,
  
  We were able to find an ****** that meets the requirements you stated, and we are willing to reserve and pay for it from 4/30-5/10.  The link for the rental is here:
  you would prefer to secure your own accommodations, we can cut a check for $2000.00 you right away for pick up.  That is the budget for your stay during the period discussed. 
  Our understanding of the rent credit amount is based on the ** for the unit of $89 minus the standard utility reimbursement of $25.  Im sorry if quoting that as 30% of your income was not sufficiently explanatory.  This came up with the $64/month cost of tenancy.  We are crediting you two full months at this rate despite the period claimed being only 30 days.  Securing panels on the mounting brackets is a much quieter process vs. installing the mounting brackets, as it does not involve securing bolts into the roof.  This is the reasoning for our limitation on the re-housing timeframe.  After conferring with ownership, we will not be paying $10,000 per your request.  You, of course, have every right to take action as you see fit.  Just to be clear, GSF reserves the right to include ownership in communication or to relay these emails to them as would be standard within our owner/manager relationship.  I have included ******* ***** in this communication, as she was brought in by you originally and in a more recent email.  Please let me know if you agree to the budget for re-housing, and we will get a check cut asap.
  
  Thank you,
  
  *** *****
  

• Initial Complaint

  Date:04/03/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 called City View Apartments to inquiry whether they have availability. Nikko stated he will have a 1 bedroom and a studio available in a couple of weeks. He priced apartments differently over the phone and different amount in person. On the website it states a much lower amount, My sister and I made an appointment to see the apartment. We completed the paperwork and he stated they need a $45 fee for a background. We left to make a money order for $45 and returned to ************** to give it to him. He gave us the round around and never responded back for 3 days so we called and called. Then he told us he had nothing available and made excuse after excuse. He flat out lied and lured people in to pay fees when he knew he had no intentions of renting a unit. This is a SCAM and Fraud as a business. And how many others have they misled and cheated! Please resolve. Thank you

  

  Business Response

  Date: 04/07/2025

  Hello,

  **** is currently with GSF through a temp program.  We are currently in the process of hiring a permanent manager.  I will hold a meeting with HR, **** and the temp agency to ensure **** has had the proper training.  We will also have **** shadow a seasoned manager, that is an expert with our Affordable policies.  I can also refund the application fee of $45.00.  I would just need an address to mail the refund check.
  

  Customer Answer

  Date: 04/07/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. 
  

  They can Mail the $45.00 check to **********************************.
  

  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Thank you so much for your help in this matter. 
  
  Regards,
  
  **** *******
  
   

  
  

• Initial Complaint

  Date:10/28/2024

  Type:Product 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.

  My wife and I are previous tenants of GSF Properties/*********** in ***********, **. We rented a one bedroom apartment with a six month lease agreement and $800 security deposit. On 10/12/24, I did a move out inspection with Property Manager ***** *******. At the end of that inspection, I was able to clarify with ***** that the only deductions from the $800 security deposit would be for carpet cleaning charges and potentially a "light" cleaning fee (even though ***** herself said that the apartment was already "very clean" and "looks real good"). No other deductions from my security deposit were mentioned. On 10/26/24, I received a letter and statement of estimated charges from ***** of what "will be necessary to turn [my] unit over to its pre-rented condition". This statement has a total estimated charges of $890 - $250 for apartment cleaning, $200 for paint, $200 for painting labor, $150 for carpet cleaning and $90 for unspecified in-house parts and labor. Needless to say, I am completely shocked and outraged over these estimated charges. At the time of move out, the apartment was returned in the exact same condition as it was at the time of move in - same level of cleanliness and no damage to anything. (My wife and I have pictures and video that can clearly prove and show this). We also have no past due rent owed to GSF Properties/***********. Yet somehow, based on the statement of estimated charges received, we shouldn't expect to receive a refund of our security deposit and still have an estimated balance due of $90. This is not acceptable and a clear violation of California Civil Code Section ******. Beyond a reasonable charge for carpet cleaning, we otherwise demand a full refund of our security deposit.

  

  Business Response

  Date: 10/28/2024

  The statement received by this customer and attached to this complaint is not a bill, as stated on the letter that was attached to the front but not included in their complaint.  The unit is still being turned at this time and the final charges have not yet been determined.  Once the invoices for any charges have been received, a revised statement will be sent to the customer along with a check for any remaining security deposit.  The revised statement will be sent within 14 days of receipt of the final invoice as required by law.  The work is in progress now and I anticipate it to be finished by the end of this week and the final statement will be processed at that time. 

  There has been no request or demand for payment of any kind as final charges have not been assessed.  However, per the lease agreement (see attached), Page 5. Section 2/9 Apartment Unit: #4 -  Do not attempt to shampoo or steam clean the carpet without checking first with your Resident Manager. Carpets must be professionally cleaned upon move-out and will be subject to approval if contracted by ********. There will be a charge for carpet cleaning on the final bill. 

  This customer has not reached out to our office by phone or in writing with any concerns, but is welcome and invited to do so at any time.  

  Customer Answer

  Date: 10/29/2024

   I am rejecting this response because:
  

  To be clear, I fully understand and am aware that the letter and statement received are not a final notice/bill but rather an estimation only - my original complaint acknowledges it as such.  What I am complaining about (and what GSF Properties/The Spring has completely ignored and failed to address) is that the estimation of charges are based on what Property Manager ***** ******* thinks will be necessary to turn [my] unit over to its pre-rented condition".  This is a direct quotation from the letter I received - the same letter GSF Properties/The Spring provided/uploaded as part of this complaint.  Effectively then,what the letter and estimation of charges is telling me that the apartment needs to be repainted, have an unspecified item/part replaced and be cleaned even more than I already did (other than the carpet cleaning).  Yet as previously mentioned, at the time I moved out, the apartment was returned to GSF Properties/*********** in the same level of condition as it was at the time of move in - equally as clean (once again, not including carpet cleaning that is specified and allowed per the lease agreement) and no damage to anything (paint/walls/baseboards/flooring/cabinets/fixtures/appliances). Accordingly, if the letter and estimation of charges were to accurately reflect what is necessary to turn [my] unit over to its pre-rented condition, then only a carpet cleaning charge should be listed.  But to reiterate, the letter and statement estimated/included $250 for additional apartment cleaning,$200 for paint, $200 for painting labor and $90 for unspecified in-house parts and labor because this is whats thought to be necessary to turn [my] unit over to its pre-rented condition. 

  
  And just to be further clear about my complaint, California Civil Code Section ****** only allows security deposits to be used towards past-due rent, the cost of repairing damages and/or the cost of cleaning the property so that it is as clean as it was when the tenant first moved in.  In my particular situation, there is neither past-due rent owed nor damages to the apartment and the apartment was extensively cleaned before moving out (besides having the carpets cleaned).  Thus, there shouldnt be any estimations or charges for repainting, replacing unspecified parts and additional cleaning.  So, just like I previously stated: besides a single reasonable charge for carpet cleaning, I otherwise expect and demand a refund of my security deposit.  

  
  

  

  Business Response

  Date: 10/29/2024

   This customer has expressed his disagreement with the estimates, but they are just that, estimates, and no charges have been issued and we have not refused to return his deposit.  We are simply following our move out process.

  This customer was required to submit a 6o day notice to vacate, which he did (see attached), in which he was legally responsible through 10/26/24.  He chose to vacate early, and his estimate was processed immediately.  As he was scheduled to vacate on 10/26, the turnover of his unit was scheduled to begin on the next business day, which was yesterday, 10/28.  We were unable to move the schedule up when he turned in his keys early because we have other units already on the schedule.  As stated in the previous communication, the work is now in progress.  I have reviewed the photos and will agree to waive all charges except the carpet cleaning, per the lease agreement (see previous communication).  The carpet is scheduled to be cleaned until 11/7/24, (our vendor is completely booked, and I was not able to move this date up).  When I receive the invoice for that cleaning, I will immediately process the deposit refund and issue the remaining deposit ($800 minus cost of carpet cleaning).

   

• Initial Complaint

  Date:09/11/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  My boyfriend, father and I moved into ************** on July 7, 2023. We put a deposit down of $900 and a pet deposit of $500. We moved out July 1, 2024. We were told by ******* that it will take approximately 2 weeks to receive our deposit along with the itemized deduction list. I have been texting almost weekly since after the 2 week period. It is now September *******. I was told the check would be ready for pick up last week and it wasnt. I have contacted GSF properties, *******, and *******. I have had yet to hear back since last week when they said it was ready and it actually ******** **********, the rental property company/owner have 21 days after a tenant moves out to return the security deposit and provide an itemized list of deductions. Its been over 21 days. It have been 72 days now.

  

  Business Response

  Date: 09/23/2024

  Hello,

  Yes, there was a delay.  Ms. ****** did pick up a refund check of $1040.00 from our corporate office here in ******, **.

  Please let me know if more information is needed.

  Thank you.
  

• Initial Complaint

  Date:08/29/2024

  Type:Product Issues
  Status:

  ResolvedMore 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.

  On December 8, 2021 my wife (*************************) and I paid an $800 dollar security deposit for the rental of an apartment for our son, ******** A August to ******************* for apartment *********************************************************************. After giving the proper 30 day notice and had a pre-inspection move out, my son vacated the apartment on June 27, 2024. After multiple calls to Parkwood Apartments, I was informed that the final move out inspection report was turned in to GSF Properties for final approval on July 25, 2024.As of August 29, 2024 neither myself, my son , or wife have received any information as to what the delay or issue may be with returning any portion of the $800 dollar security deposit.I did contact the receptionist at GSF Properties on August 21, 2024 and explained the situation and she verified names , numbers, and my son's new forwarding address. She stated she would notify her supervisor. To date, August 29, 2024 neither member in our family has received any information from GSF Properties.

• Initial Complaint

  Date:08/06/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 have reported to the office several times about mold in the restroom. There is mold in the rooms as well. They come in and paint over the mold but never fix the actual issue. I called while I was pregnant cause the smell was making me sick and was told to clean it with bleach. Didnt offer to send the maintenance men but for me to clean it with bleach while pregnant. The stove catches on fire and the fire alarms do not work in the apartment.

  

  Business Response

  Date: 08/14/2024

  Good morning,

   

  We are reviewing the details of your complaint and will be responding soon.

   

  Thank you for your bringing this to our attention.

   

  *******************************

  Regional Manager

  GSF Properties, Inc.

   

• Initial Complaint

  Date:07/10/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  My AC unit has went out multiple times since I have moved in. Last year the technician said the unit was old and needed to be replaced. This year I am dealing with the same thing. AC went out 4th of July, technician came out 7/5 and temporarily fixed, again said unit is old and need to be replaced. Unit went completely out 7/6 and I have not had any resolution since. I keep calling the office and reporting the issue through different outlets with no resolution. I've been to emergency once already for heat related illness and I have pets, on my lease that are also bot doing well. I work from home but because of extreme heat causing illness I have not been able to work. I'm not getting any answers on when the issue will be resolved. I've already paid for multiple hotel stays out of pocket due to this issue.

  

  Business Response

  Date: 07/15/2024

  Customer notified office of AC not working 7/5. The staff offered to open the private clubhouse for customer to have a cool place to work while repairs were completed. Our vendor repaired and confirmed **** was working. On 7/9 customer notified office that AC was not working again. We were unable to check the **** right away as the resident had a minor in the apartment alone and neither staff or vendors are allowed to enter while a minor is alone. At this time vendor notified us of a replacement needed which has been approved and scheduled. Due to heat installs are taking longer than usual. Customer ********************* she had a portable AC from her father. The office or supervisor have not received any request for hotel stays or been provided any receipts. Customer has had communication with staff. In our system customers shows stopped by the office 7/11 and updates were provided. Manager spoke with customer 7/12 and provided another update. We are happy to work with customer if she has concerns.

  Customer Answer

  Date: 07/16/2024

   I am rejecting this response because:
  
  When minor was present I told them to contact me before coming so I can have the minor removed prior to them coming. No one contacted me or came by. I repeatedly called office for updates with no response. 7/12 Was told by office repair would be today or tomorrow. So far, I have no new updates and no one showed up today. Office told me they would not reimburse hotel stays during this time and I needed to contact ******'s insurance. ******'s insurance will not cover due to it being due to the complex not replacing an old unit. If that has changed please let me know and I will take receipts to the office. I have also called gsf directly with no response to the messages I left prior to submitting this complaint.

  

  Business Response

  Date: 07/22/2024

  Hi, a credit for the hotel will be applied to your account. Thank you for delivering them to the office after our response. The **** is on schedule for replacement. Thank you.

  Customer Answer

  Date: 07/23/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:06/20/2024

  Type:Order Issues
  Status:

  ResolvedMore 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 contacted the front office of my apartment and service requested to remove the aluminum Bump on my front door because I'm having a hard time going outside the door on my wheelchair. Also I would like to force my apartment manager to recement the whole outside deck of the apartment so my wheelchair can access the laundry room and parking lot without tipping off my wheelchair on the narrow path .. Currently their outside deck design doesn't comply with *** regulations. The narrow brick cement path to the laundry room and to the parking lot are too narrow for my wheelchair.

  

  Business Response

  Date: 06/27/2024

  We are currently working on this.

  The site staff has installed a temporary ramp at the front door thresh hold to allow entry and exit of the wheel chair to the unit.

  I met the resident at the property where we discussed the possibility of a different unit for him he agreed that he would move unit if needed. The unit we have in mind is currently not available but should be vacant soon.

  I also met with a general contractor at the property to obtain bids for concrete work.

  We will reach out to the tenant when the other unit option is available.

   

  *********************

  ************

   

  Customer Answer

  Date: 07/11/2024

   I am rejecting this response because:
  
  Regarding the response from the Pacific Terrace Apartments manager regarding my wheelchair accomodations request.   She said (*********************) that she will make a bid to remodel the outside deck of the apartment, recement and concrete the outside deck.  
  
  So far the contractor that suppose to recement the outside deck has still not shown up.  It looks like this more likely an empty promises.   They have been ignoring my accomodations request since I moved in on my first day May 10th.   I will email you around first week of August if the contractor shows up to recement the place.   
  
  From ****************************;
  ****************************************************...
  ********************....
  *************.....
  

  

  Business Response

  Date: 08/02/2024

  I spoke to **************** this morning and let him know we have a unit with better access for him. I let him know that we are in the process of getting it ready for a new move in. He is requesting that we remove carpet to the new unit and pest control. I will let him know when the unit is ready for him to view. We have received one bid so far for new concrete walkway. I am meeting a new concrete vendor on Monday for another bid.

• Initial Complaint

  Date:05/08/2024

  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.

  Dear GSF Properties Inc./The Springs Apartments,My name is *********************, and I reside at *********************************************. I appreciate the dialogue with The Springs Apartments on May 2nd, during which I was informed about the "forms that need to be completed" for my Emotional Support ****** ***** to reside with me and the temporary relocation requirement. I received my *** Verification for Housing from my primary care therapist on May 6th, 2024. I then went into the office on May 7th, 2024, to submit my letter and was told that letters are not acceptable for requesting accommodation. I was instructed that I have to complete an authorization form to release information from my care provider. My *** letter is attached to this email for your reference in determining my reasonable accommodation request. I am revoking my signature for authorization to release information on the forms that were given to me to sign on May 7th, 2024. I assure you that my care provider is available for verification of the letter attached; you can reach my provider to verify authenticity at **************. Per the **** 2020-01 guidelines, I am fully committed to following the necessary procedures. One reliable form of documentation is a note from a persons health care professional that confirms a persons disability and/or need for an animal when the provider has personal knowledge of the individual. **** 2020-01 page 11 ************************************************************************** In our lease there is no statement of having to complete the release of information form to request reasonable accommodations. Please let me know if you have any further questions or concerns. I am hopeful and look forward to a positive resolution on this matter.

  

  Business Response

  Date: 05/09/2024

  Good morning.

  Our office contacted this customer on 5/2 regarding an unauthorized animal in her apartment.  On 5/7 she came into our office and notified us that she has an emotional support animal and presented a letter. It was explained to the customer, per our policy, hand delivered forms are not accepted and must come directly from the care provider.  At that time we provided her with a Request for Reasonable Accommodation/Modification.  She filled out the paperwork and we submitted it to her healthcare provider for verification. She was not asked to remove the animal or pay any fees during the verification process.  The form she signed along with our reasonable accommodation worksheet is attached. 

  Per the complaint received from you today, she has revoked her authorization for her healthcare provider to release information. She has not directly notified our office that she revoked her authorization.  As the form has already been sent to the care provider she indicated, she should contact her provider directly to revoke her authorization. 

  We cannot ***** the requested reasonable accommodation without the requested verification from her care provider.  

  Customer Answer

  Date: 05/09/2024

   I am rejecting this response because:
  The ************************* contacted me on 5/2 notifying me of having a 'pet' in the home, I corrected that staff and let them know I am awaiting my *** letter from my care provider. They then let me know that I had to relocate my support animal during that same phone call. During that call there was no explanation of hand delivered forms not being accepted, I was just told to go into the office to sign papers. 

  On 5/7 I went into the office and let the front office staff know that I have an emotional support letter from my primary care provider that I can forward to their email. I then was quickly dismissed and told that they do not accept letters in any format or of any form. I given a form of authorization to release information for them to contact my primary care provider. The staff also stated that this was the only way to get a reasonable accommodation per their policies. On this day I was verbally asked if the pet was living with me.

  I emailed the contact email listed on the springs apartment website ********************* on 5/8 7:08pm (email previously attached) before submitting this complaint on 5/8 7:58pm. I had also previously already contacted my provider to revoke my authorization before submitting this complaint. 

  Today 5/9 at 4:30pm I called corporate office to seek clarification on why my letter is not being accepted as it is a law that you have to accept *** letters and can verify the authenticity of my letter. I was told that there was no one in office and they noted my name and number down for a callback for tomorrow (5/10). A few minutes later I then went to The ************************ and spoke to the Operations Manager in order to voice my concerns with the procedures of seeking reasonable accommodation. The Operations Manager then explained that those were the procedures set in place and that it states it in the lease. I then responded that I reviewed my lease and it does not state those procedures nor does it state that you do not accept *** letters, he then directed me to follow up in an email that way he can move it up to the manager once she is in tomorrow. I am including the following CA code regulations and laws as well as my email communication thus far. 

  
  Cal. Code Regs. t** 2 *****.
  Cal. Code Regs. t** 2 ***** (a) - (e).
  Cal. Code Regs. t** 2 ***** (f) - (g).

  
  ****************************************************************************************************************************

  
  "A housing provider, at its discretion, may make the truth and accuracy of information provided during the process part of the representations made by the tenant under a lease or similar housing agreement to the extent that the lease or agreement requires the truth and accuracy of other material information"
  **************************************************************************

  
  "Under the Fair Housing Act, it is usually unlawful for a housing provider to (1) ask if an applicant for a dwelling has a disability or if a person intending to reside in a dwelling or anyone associated with an applicant or resident has a disability, or (2) ask about the nature or severity of such persons' disabilities." 
  **********************************************************************

   

  
  

  

  Business Response

  Date: 05/13/2024

  Good morning.  

  I spoke with the customer this morning and apologized for any miscommunication with my office. I explained the reasonable accommodation process to her in detail and the need for the third-party verification from her care giver. She said she understood and would give authorization to her doctor to release information in the form of the ** request form submitted last week. I let her know that once the verification is received, it will be sent to our corporate office for approval.  I re-iterated to her that during the verification process, the animal can remain in the unit. I told her that I would reach out to her in 10 days if we haven't received the verification back from her care giver.  I am thankful for her feedback and will take the opportunity to add some customer service training in this area for my team. 
  

• Initial Complaint

  Date:05/01/2024

  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 moved out of ************************ on 1/28/24. They had a UD court case against me. They allowed me to move into the unit despite my income not being sufficient to pay the rent. Rent was 1850. My net is significantly less than my gross like 700 or 800. When my ex lost his job I had difficulties paying rent and taking care of my household.Additionally they never fixed the screens or the weather stripping on doors as requested and documented.Throughout the year they worked with me allowing me to make payments. I was just trying to finish up my lease without an eviction. In November I got sick and when I was able to make the rest of my November payment they told me that they were going to file an eviction on me and cannot accept my payment. Unless I had the full months rent for December. I gave my notice of intent to vacate in 60 days in November and then they gave me a pay or quit. I couldnt afford to move or pay everything at once. After I left I didnt receive any correspondence on how they would utilize my security deposit or my security deposit. I sent them a letter asking them to return my deposit and a month later they sent me a notice that I owe them more than I agree with. Like $5000. It is hard because how am I supposed to rent an apartment that is in my income range if it still shows I owe money. I believe I am entitled to 2x my security deposit plus damages as they have not timely/properly responded or given receipts on how my SD was used.

  

  Business Response

  Date: 05/06/2024

  I am in receipt of your complaint from former tenant *********************. Upon review of both ***** claim and the notices and notes in Abbys file, this was an Unlawful Detainer (**) and **** had numerous opportunities to return the apartment back to management.**** was served a 3-day to pay or quit on 12/04/24. It expired on 12/07/24. She attempted to pay a portion of the rent owed for both November and December 2023 on Friday 12/08/24. This was after her 3-day expired and her file was already sent to the attorney for processing. She could have returned the apartment at that time, to avoid further processing of the *** **** was served ** paperwork,and with that she was given another 5 days to vacate the unit to stop further processing of the *** On January 15, 2024 I was instructed by our attorney processing the ** to do a full unit inspection as **** was claiming that her apartment was uninhabitable, and that was why she had not paid her rent, and that her windows did not close properly. Upon inspection of her apartment, the apartment was indeed, inhabitable and all windows and doors closed properly. She then complained that all her screens were ripped and her slider screen door did not close properly. I placed a work order for these issues that day and had a vendor at her apartment on 01/17/24 to address those issues. It was not until the day before the trial that **** reached out to the Attorney and agreed to give the apartment back, with a move out date of January 29, 2024.
  Her total balanced owed is $5,080.25. Of that balance $4,920 is rent owed for the time that **** lived in the apartment, in November 2023,December 2023 and January 2024. That breakdown is as follows: November 2023 $970, December 2023 $1850 plus utilities of $45 and January 2024 $1850 plus utilities owed of $45. There are also 2 late fees $80 each for December and January. A portion of the bill owed is $871.25 for court and attorney fees. $889 of the total is apartment turn costs to return the apartment to move in ready, the same move in ready that **** was given when she moved in. Her charges are from cleaning, painting, paint supply and carpet cleaning. For the time of ***** tenancy there were 5 work orders for repairs, which included, a roof leak from the rain, the shower doors were coming off and hard to move, ants in the back yard, the kitchen sink was leaking on both sides, and the roller had fallen off on the garage door. All work orders were addressed promptly.
  To address her claim that we qualified her for an apartment she did not qualify for, we qualify all applicants by the same standards,income, credit, rental and background. If an applicant is short in any one category, the applicant can pay a double deposit to suffice that category. **** chose to pay the double security deposit and secure the apartment. If she knew she was unqualified, she had numerous opportunities to decline the apartment to secure another one that would have suited her monetary needs. As for ***** claim that she we did not get her an account of her security deposit, that is incorrect. She returned the apartment on 01/29/24. She was mailed an estimate move out packet on 02/09/24, well within the California 21 day law. The packet was mailed 12 days after she vacated the apartment. A revised statement was sent after final invoices were received from vendors.  She stated in her claim that she did receive her move out packet but disagreed with the total amount owed. Again, most of that total was rent owed from her time living in the apartment. As for the amount owed, I can remove the (2) late fees of $80 and I can split her portion of the paint bill in half from $424 to her portion owed of $212. This will reduce her current total owed to $4,708.25.

  Customer Answer

  Date: 05/10/2024

   I am rejecting this response because:
  
  In response to GSF stating; I was approved for the unit because of my double security deposit. I was asked to pay double security deposit because of my lack of rental history. From my impression, it would be a poor decision on GSF and on my part to approve me for a Unit I cannot afford. I have come to realize that I was actually able to afford the unit when my childs father was able to pay child support. He lost his job in March, which was right after I moved. He did not find employment again until November. It sort have set me on this path of struggling for the entire year. By November, I assumed GSF would continue to work with me as I had already been struggling and they had previously been working with me through the whole year. It was wise for the manager ****** to tell me I should put a 60-day notice in. She stated that they would not renew my lease. Which although hard to hear was great, as I could not afford that apartment. I was bringing home $3000 a month and trying strategically to pay all my bills, my car got repossessed as I was trying to pay rent first. I put my 60-day notice in during November 2023 (see attached correspondence). Towards the end of November I kept getting sick and even had to miss some work. The holidays were approaching and my stress was growing with all things happening at once. I tried to give my remaining rent for November in December and from there figured I would keep paying weekly from the child support as my childs father had gained employment again. Anyway, I just think it was both stressful and unnecessary for them to waste funds going to court when they had been working with me and I had always been paying something.
  In February 2023, ****** came and brought a couple more screens to be replaced in the unit. Please see attached photos of the screens, gaps, and weather stripping. This alone would seem not that bad I agree however, the ground remains wet in the back by the gate. This made for an abundance of mosquitoes. My child and I kept being bit. My childs bites would swell up. Even in the cooler months. The downstairs door had a gap underneath front door. The windows downstairs were old and tearing like dissolving a bit, one was falling off. The back door screen did not work correctly since move in. Upstairs the screens also had gaps and ripping. The door to the patio in the master bedroom was hard to open and shut. The weather stripping was old and crunchy like it had not been replaced in years. The unit was painted before I moved in; yet there was a gross looking water spot near the ceiling in the master bedroom. Someone came to check to make sure it was not still leaking. When I moved I took photos of the entire unit and can provide every single one of them. I do not agree that I should pay fees for cleaning, paint, carpet cleaning, and attorneys fees. As I agreed in my 60 day notice to vacate in January. I fulfilled this commitment. I cleaned the unit very well before I left. I lived there 12 months and there were no damages beyond normal wear and tear; which cannot be taken from a security deposit. GSF should remove the extra charges of $1760.25, which is for the fees they added to my ledger on 4/5/24.
  I have attached my change of address confirmation from the US ************ I changed my address on 2/3/24. If they mailed out my Itemized list on 2/9/24 I would have received it at my new address. On 3/7/24, I sent a letter asking for my security deposit or my itemized list. I have the receipt of proof of service that the US *********** delivered this letter to GSF. GSF responded over a month later. I received for the first time a balance due estimate, copy of my ledger, and revised balance due on 4/17/24. The ledger shows all fees applied to my account on 4/5/24. If those were the estimate from 2/9/24, would they not have shown on my ledger with that date? There was not a receipt attached proving they in fact had to pay someone for those services. I believe when you are charged these services at move out you are supposed to receive receipts showing the charges and that they were paid. Additionally ****** had signed my revised move out statement on 4/15/24 the original estimate on 1/30/24. The dates do not align. GSF owes me my $1600 security deposit, and $1600 in damages. This totals $3200. The $3200 plus the amounts unlawfully charged of $1760.25 adds up to $4960.25. I want GSF to remove $4960.25 from what they are asking me to pay. The amount of $4960.25 minus the revised amount due $5080.25 totals $120. I assume responsibility to pay GSF $120 in a cashiers check no later than 5/24/24 and I want receipts stating I no longer owe them anything.
  This whole situation has created undue hardship on me and my family. I have not been able to secure another apartment for me and my child. I had to resort to renting a room, that is extremely difficult and uncomfortable with a 3 year old. I look forward to hearing back from you on when I can bring my cashiers check for $120 to GSF. 
  

  

  Business Response

  Date: 05/14/2024

  I am in receipt of ****s rejection to the initial response provided by GSF Properties **** (GSF). In response to her first statement of **** to being underqualified for the unit which she was approved for, and her choosing to pay the double deposit. As previously explained in my first response, GSF applicants are qualified by the same standards, of income,credit, rental and background. On her application, **** herself listed her income as $4,200 per month. **** chose to apply for the apartment that she was approved for. She chose to complete the application and then chose to pay the double deposit to secure the apartment; which she moved into and lived in from January 16, 2023 to January 29, 2024.  **** also chose to continue living in the apartment until 01/29/24. At what point does **** take accountability for the choices she made and quit trying to blame GSF for how she handled her tenancy,lack of paying rent on time, and her eventual unlawful detainer **** that was properly handled by GSF.
  Per the lease that **** signed on 12/30/2022 at 10:35 am it states, section 1.6 TERM The residents agrees to give a WRITTEN 60 day notice of termination of tenancy if the resident is vacating on the lease end date.Per the email that was attached to this response, **** stated that she was following up on the verbal 60 day that she gave in November 2023. That request needed to be in writing, per her lease and was never provided to the manager or GSF.
  As for her complaint about the screens being ripped, there being gaps or missing weather stripping, there is no written documentation that she requested or even let the manager know of this issue. Again, as stated previously, once GSF knew of the issue, a work order was placed on 01/15/24 at the time of my inspection, and the vendor appointment was scheduled for 01/17/24. There were only 5 work orders placed by **** during her tenancy, and none of them mentioned screen issues or weather stripping issues. I took pictures of all windows and doors on my inspection on 01/15/24, for which I will provide those pictures to this response.  As for the mosquito issues, the City of ****** has an abatement department that comes out to address mosquitos in ******. If that was brought to the manager or GSFs attention, it would have been handled just as the other work orders were, promptly. In regards to the water stain on the ceiling in the master bedroom, again, there was no work order submitted or this even communicated to the manager. We simply cannot address issues that we are not made aware of.
  For her claim that her apartment was clean and move in ready, that is just not true. We have move out pictures of the condition of the apartment at her move out. The stove top was dirty, the ceiling fans had a layer of dust on them, bulbs were burnt out, there was black marker on the wall, the bathtub was dirty, the balcony was not cleaned, the back yard was dirty, the garage walls and floor were filthy, slider glass was not cleaned,the toilet seat was broken, and the floors were not swept or mopped, just to name some of the items that needed addressing once **** returned the apartment on 01/29/24. **** was charged appropriately for her move out charges. Per the lease that **** signed, 1.5 SECURITY DEPOSIT
  Resident shall deposit with Owner/Agent, as a security deposit, the sum of $1,600.00 prior to taking possession of the unit. Resident shall not use the security deposit to pay any months rent. Owner/Agent may withhold from the security deposit only such amounts as are reasonably necessary to remedy Resident defaults including, but not limited to, the following:
  (a) defaults in the payment of rent,
  (b) to repair damages to the premises caused by Resident, exclusive of ordinary wear and tear, and/or
  (c) to clean the premises, if necessary, upon termination of the tenancy in order to return the unit to the same level of cleanliness it was in at the inception of the tenancy, and/or
  (d) to restore, replace, or return personal property or appurtenances, exclusive of ordinary wear and tear.GSF will not be removing the charges for bringing the apartment to the same level which was provided to **** when she moved in. As for the receipts from the painter, cleaner, carpet cleaning and the attorney fees those were provided to **** with her revised move out packet that she acknowledges she received.
  To address the fact that **** did a change of address with the post office on 02/03/24 and her claim that she would have surly received the estimate, since she completed a change of address with the post office, again this is not accurate. **** never provided her forwarding address to the manager or GSF. We have proof that it was mailed on 02/09/24 to her previous address, and the stamp label shows that it was, in fact mailed out on 02/09/24. It was ***** responsibility to provide us with her forwarding address, which she failed to do. We mailed it to her last known address, well within ********** laws requirement of 21 days after move out. Again, she vacated the apartment on 01/29/24 and her estimate packet was mailed on 02/09/24.
  After reading ****s response, I am still unsure where she feels GSF owes her $1600 in damages. This just does not make any sense, and there is no explanation of why $1600? Since we did mail her estimate move out packet within the 21 days, we do not owe her $1600 security to be returned. As a courtesy to ****, I have removed the late charges and split her portion of the paint bill from $424 to $212. In addition, I did lower the January 2024 rent to the days that she was in the apartment, even though she was rent responsible until 01/31/24. A revised II move out packet is being mailed out to her.
  I will not be removing the unpaid rent balances listed on her revised move out packet, they are as follows:
  November 2023 rent balance owed is $970
  December 2023 rent balance plus utilities owed, $1850 plus $45 for utilities
  January 2024 rent balance plus utility utilities owed, $1726.66 plus $45 for utilities
  Totaling $4,636.66
  She is still responsible for the cleaning at $310, the painting at the reduced rate of $212, the carpet cleaning at $155 and the **** charges of $871.25. Her total balance owed is $4584.91.
  I will be providing with this letter the following attachments:
  ****s application, her rental agreement, the work orders placed during her tenancy, pictures of the windows and doors from the 01/15/24 inspection, move out photos, her estimate move out packet with the date listed for mailing, the return of that packet with the post marked mailing date of 02/09/24, her original revised move out packet and her revised II move out packet with the balance due.