ComplaintsforFour Star Realty & Property Management, Inc.

• Initial Complaint

  08/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Junction apartments in ****************** which is under Four Star Reality is not allowing my daughter and her two friends out of their lease, even after multiple failures to communicate, return phone calls or clearly going over the lease. With students of this age, with no experience or understanding, a meeting or phone call is required to go over the lease aspects. The guarantor agreement was not signed by the parents and no communication was returned when one of the leasee's parents when they called and emailed to cancel the lease and let them know that they would not be leasing the unit they offered after they offered a unit the girls were not interested in. The Junction apartments stated the parents did not let them know they weren't interested in A9 or A7 when in fact the parent called multiple times with no response that very day they looked at the units. Instead of admitting that they miscommunicated and mislead the girls or did not do due dilegence, they allowed the girls to sign the lease under false pretenses. I asked my daughter several times if it was the lease she was signing or something else and she promised/told me that it wasn't the lease, it was the intention to sign the lease, not the actual lease. She was obviously told this by one of the people at Junction apartments. Either **** or *******, both of which refused to answer emails or return phone calls from us requesting they cancel the lease. This behavior. enabled **** and ******* to say that they did not cacel in time and hold them to the second lease which was not the right unit and without parents being communicated with or signing the guarantor agreement. The girls were not informed of the unit change/availability BEFORE they signed the lease. They signed the lease first. Junction did not have a second floor unit available. We want out of the lease, with little or no penalty. Based on reviews on yelp, we are not the first to experience this lack of professionalism and youth targeting.

  Business response

  08/04/2023

  Hello and thank you for your note.  There was a meeting with the asset manager and leasing manager as well as two of the future residents and their mothers after the clerical error was found.  The unit singed for on the lease was A7 which is a ground floor unit.  During this meeting, two other units were provided as options to move into instead of A7.  The meeting ended with the future residents going to see where those other units were and they were to come back to the office to inform management of which unit they preferred so a new lease could be sent out.  Both of the other units provided were on the second floor.  The future residents never came back into the office to inform us of which unit they would prefer.  After some time had passed, an email was received by management requesting the lease to be cancelled, which was not an option prior.  We continued to offer a non-first floor unit, yet it is not accepted.  We did describe other options to relieve responsibility of the lease agreement, but the only response back to management is to void the lease agreement.  We are continuing to offer a second floor unit but have yet to get a response back if they would prefer to stay in unit A7 or move to A9 (second floor unit). All floorplans offered have been the same, it is just the floor that the unit is on that differs.  
  
  Cheers, Four Star

  Customer response

  08/05/2023

   
  Complaint: 20420398
  
  I am rejecting this response because:

  At this point, because management will not answer phone calls or return phone calls regarding this issue, I would like to look at other options outlined in the lease agreement for canceling or last resort breaking the lease agreement. The other parties involved were responsible for this issue and my daughter (the third leasee) and myself were not brought into this fight until much much later. 

  Regardless of whether or not there was a bait and switch scenario going on or not, there was a lot of confusion on both parties part about what was happening. The agent (junction apartments) claim they did not hear back from the residents on which apartment they wanted. The residents (again only 2 of the 3) claimed they called and left two voicemails and had an extensive email thread going where they asked to back out of the lease. ******** law says any contract can be voided within three days of signing. The girls signed the lease on July 19th and the voicemails and emails were July 21st from my knowledge. This would void this contract. 

  Another point is that in the lease on page 10, number 34, item B States: 

   

  B. A Lease Guarantee Agreement is required under the terms of this Lease: Yes

  
  If required, all Lease Guarantee Agreements need to be returned within 3 business days from the Agents drafting
  of this Lease. If the Lease Guarantee Agreement(s) is not received by the deadline date above, Agent at Agents
  option may void the Lease at Agents discretion. Failure to return the completed Lease Guarantee Agreement(s)
  by the deadline stated above does not automatically terminate this Lease Agreement. Resident must receive
  written notification from the Agent that the Lease has been terminated for the termination to occur. Resident will
  be charged 100% of one Months Rent and Resident will forfeit all application fee(s), holding fee(s) and *******
  Money. Resident will be responsible for all Rent payments until the Premises has been re-leased and any costs
  associated with the re-leasing of the property. Execution of this Lease by Agent is contingent upon verification,
  approval and acceptance of applicants rental and employment references.

  I have not signed a guarantee agreement and the other two parents have stated they have not either. The Junction apartments will not have guaranteed statements and thus no way to get the rent for the apartment. The girls can't pay themselves and we will refuse to pay. The best thing for their business that Junction apartments can do is rent the unit to someone else and cut ties with this lease. It clearly states in this paragraph that a guarantor is required for the lease to be valid. We should have gotten a written notice form the agent that the lease was void because no guarantors signed the agreement. Instead they refuse to void the lease. It has been two weeks and the lease clearly says three days *** to have all documents signed. 

  The other option I see, if the agent is going to play hard ball and not void the lease even though there are no guarantors is to look at subletting the apartment. In the lease the language states that the agent needs to approve subletting and HELP us sublet the apartment. This should be possible since there is a waitlist on their website for all three bedroom apartments. I will pay the $500 and sublease the apartment, although really no matter what, Junction is making money in this situation so they should just open the apartment up and rent it to someone they will get the money from. Here is the section from the lease agreement. 

  6. Assignment/Lease Transfer/Release.
  A. Resident shall not assign this Lease, or sublet any portion of the Premises, for any part or
  the full term of this Lease without the prior written consent of Agent, which may be withheld in Agents
  reasonable discretion. If Resident assigns this Lease or subleases the Premises without Agents prior
  written consent, such assignment or sublease shall be void and shall be a material default of this Lease.
  B. Agent agrees to allow Resident to assign or sublease Residents interest in this Lease,
  provided Agent approves the terms of the assignment and/or sublease, in Agents reasonable discretion.
  Agent is under no obligation to allow the assignment or sublease of the Lease for any reason, if the
  assignment or sublease is not in the best interest of the Owner. If the Premises is re-leased under the terms
  set forth in this paragraph, Resident shall be responsible for Rent and all other obligations under this
  Lease until the commencement of a new lease. Agent, at Agents discretion, may require a commercially
  reasonable time period between Residents move-out and the commencement of a new lease in order to
  prepare the Premises for the replacement Resident (the Turnover Period). Resident shall be responsible
  for the Rent payments and all other obligations under this Lease during the Turnover Period. All other
  costs associated with re-leasing the Premises, as stated above, are the responsibility of the Resident.
  Resident shall be responsible for paying any rental promotion or rent concessions necessary to re-lease
  the Premises.
  C. If the parties to this Lease are changed at the request of the Resident and agreed to by the
  Agent, this Lease shall be subject to a $500.00 Lease Change fee paid by the Resident. This fee paid by
  the Resident must be paid prior to adding or subtracting any party from this Lease. A Resident Lease
  Transfer may be allowed when a Resident wishes to vacate the Premises prior to the end of the Lease
  term or a new Resident is added to the Lease by both incoming and outgoing Residents executing a Lease
  Transfer Addendum to the Lease provided by the Agent. Additionally, a Resident re-leasing the Premises
  who received a rent promotion at move in, in exchange for a full lease term, must refund the full amount
  of the promotion given prior to Agent executing a lease with new Resident.
  D. In the event Resident gives Agent 30 days written notice of Residents intent to vacate
  the Premises, requests Agent to re-market the Premises for lease and pays an administrative releasing fee
  paid equal to 100% of one months rent (Re-Leasing Fee), Agent shall commence efforts to re-lease the
  Premises. Resident also agrees to pay all other expenses associated with the marketing or re-leasing of the
  Premises, including but not limited to advertising, carpet cleaning, re-keying, move out deep cleaning, all
  necessary repairs and transfer of utilities. The Re-Leasing Fee, which is neither a lease cancellation fee
  nor a lease buyout fee, does not release Resident from continued liability under said terms of this Lease.
  Rather, the Re-Leasing Fee is intended to cover Agents time, effort and expense in finding and
  processing a replacement tenant. Regardless of paying the Re-Leasing Fee, Tenant shall not be released
  from liability under the Lease until a new lease is signed for the Premises, a new security deposit has been
  paid, all associated leasing documents have been completed, and all monies owed have been collected.

   

  The agent was given plenty of notice by email and voicemail that the girls wished to vacate the unit. There should be no recovery fees/cleaning fees due to the fact they never moved in, and no money should be paid for the "transition" period since the apartment will be rented and moved into quickly and again, the agent is not losing any money. 

  Lastly, in number 7 of the same section: 

  7. Move-In Requirements. Resident must have all paperwork completed and payments made and
  turned in to Agent, as required, including if applicable, Lease Guarantee before Resident will be given
  possession of the property. Resident must have a zero-balance owing on their account with Agent before
  they can receive keys on the first day of their Lease, or sublease to their Premises. Keys will not be
  tendered until all paperwork is received and there is a zero balance on Residents account.

  Again, not all the paperwork has been completed and I am sure they got the deposit from us and the other tenants. That is $2700 in their pocket already and they will get $500 more if they allow us to sublet. Best case scenario, because the paperwork is not signed and the guarantors notes are not signed, this lease is void. Second best case scenario is we get moving on subletting the apartment to someone on the waiting list. 

  Regardless, it is time to move forward. I am not interested in anything but voiding this lease or subletting the apartment. The Junction apartments will not communicate with us and refuse to return phone calls, so it is hard to resolve conflict when one party refuses to come to the table. The tenants will not be moving into the apartment and the parents will not be signing the guarantors agreements. I would appreciate a phone call regarding these options I have laid out and I would appreciate it if **** and ******* (***************************** is the agent on the lease) would behave in a way that we can move forward for all parties involved and be professional and compassionate when doing so. 

  Sincerely,
  
  *****************************

  Business response

  08/14/2023

  Hello ********,

  In your last meeting with the property manager, it was offered to waive the re-marketing fee equal to one month's rent.  There was an addendum sent and pending signature from the lease signees detailing that we were waiting the re-marketing fee.  Since then, we have been actively marketing your unit on our website to assist in finding a relet for the unit.  We have had two applicants apply to date, but have not been able to pass our screening criteria.  We are continuing to market the unit on your behalf and will continue to work on finding a relet to take over the signed lease agreement.  I understand that you are only interested in voiding the lease agreement, but as we have said each time, that is not the case.  We attempted to remedy damages by offering a transfer, which was denied.  We are continuing to remedy damages by waiving the re-marketing fee and marketing the unit on our website to better the chances of finding a relet.  As there is a signed lease agreement, we are continuing within the confines of the lease agreement.
  
  We are actively working to reassign the lease, which is the relet process.  The other mentioned note of the lease change is if you found someone to take over the lease and we transferred names on the lease agreement.  Again, we are actively working on this as the re-marketing fee was waived.
  
  Though the Guarantor Form has yet to be signed, the lease is still a legally binding contract.  
  
  We have continued to communicate through this process and have worked within the lease agreement to assist in the predicament you are in.  We have met in person multiple times.  **** and ******* have behaved in a way to assist in moving forward, yet the only responses are continued requests to void the lease agreement.  Each staff member has been professional in the remedy of this issue for you, and we will continue that professionalism.  We are hopeful that we will find a relet for your unit in the coming days as we near the start of school.  
  
  It was mentioned that the lease signees have already signed elsewhere, and we will continue to actively market and relet the unit.  
  
  Regards, Four Star

  Customer response

  08/27/2023

   
  Complaint: 20420398
  
  I am rejecting this response because:

  There was a meeting that took place between a newer employee at the leasing office and the three applicants and their parents. It was agreed at this meeting that Junction apartments would waive the reletting fees and actively market the unit. An addendum was sent that did not follow the exact agreement of the meeting, so following the advice of our attorney, the girls did not sign the addendum, instead they sent an email they signed that they agreed to Junction apartments waiving the reletting fee. **** refused to come out of his back office to meet with us, which I view as "unwilling" to meet with clients. He was not on a call when I went in the back to look. ***** was forced to deal with us and promised to do her best to help us out. Her email address she gave us was not correct and we haven't heard from her since. This also does not follow her promise to help us out as best she could. She couldn't even get **** to agree to cross the street to meet with us, we had to go to their other office and he still refused to meet with us. 

  Two applicants have since applied for the apartment and were denied. These potential occupants were found by the mother of one of the girls. It is certainly confusing how they did not meet the applicant qualifications when our girls did. The girls have no jobs, no savings, no guarantor signatures, no rental history and no way to pay rent, yet qualified. How can two other parties not meet their qualifications when our daughters did. Seems fishy. Almost like they are not actively trying to relet the unit. What also is fishy is that their active marketing of the unit does not include putting the unit as available on their website, or offering it to people who call to inquire. The unit in question was only put on the website briefly for about two days and as separate bedrooms to rent, not an entire unit. For the last three weeks, I have been checking every day and the unit is not listed either as a whole unit, nor as separate bedrooms. That does not seem like "actively marketing" to me. I have also had acquaintances call to inquire about the apartment several times and they were told no 3 bedroom apartments were available.  To sum up, Junction apartments have denied two interested parties and have not advertised the unit as available on their website or to callers inquiring. This is not active marketing.

  In the original lease agreement, there are steps outlined to void the lease, which the girls have followed after the reletting effort of Junction apartments was observed as non-existent and futile. The girls signed a request to void the lease according to the agreement and it should be voided after 30 days. 

  We did not mention that we leased elsewhere. This is not factual. 

  Four Star Realty and Junction apartments have done this to countless other young college students looking for a place to live. They have the highest number of active court cases related to issues similar to ours. I suggest that any potential client of theirs go elsewhere to rent or buy property. 

  
  Sincerely,
  
  *****************************

  Business response

  09/05/2023

  Hi ********,
  **** has not refused to meet with anyone.  **** was unaware of the meeting.  If you would like to set up a meeting with him, you can simply reply to the last email he sent and set up a time with him.  ***** is the property manager of The Junction and has been trying to help in the reletting process.  The only time that the unit has not been listed online is where the is an active application assigned to the unit that your daughter and friends have leased.  Our screening criteria is preset so that there is no way for our team to intervene and change the outcome of a screening.  Unfortunately, all parties who have applied for the unit have not been able to meet that criteria.  Once that occurs, we put the unit back up on the website.  The unit is currently active on The Junction's website and has been marketed currently.  
  
  The letter requesting to void the lease was received and responded to by **** on the same day.  At this time, the lease is still at the responsibility of the girls until it is relet.  We are actively trying to relet and believe that the girls are as well.  We have worked to mitigate damages multiple times by offering multiple different options for unit several months ago, not charging the relet fee, and working through leads that are potential applicants to take over the lease agreement.  Please believe me when I say that we want this to be over as much as you do.  We do not enjoy having anyone in this situation, but we do have the follow the terms of the lease agreement which outline how to be relieved of the responsibilities.  We do not try to put anyone in this situation and tried to help by finding a different unit than what the girls signed for several months ago.  We will continue to re-market the unit and are hopeful to find someone to take over the lease so the girls are not responsible for their signed lease agreement any longer.
  
  Best Regards,
  Four Star Realty

• Initial Complaint

  07/22/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  This company manages the apartment complex I lived in. I lived there for 19 years but four star realty took over managing the property in 2022. They charged extra monthly fees for valet trash along with trash service, so everyone was paying for trash twice. These fees were stated in the lease but the charges increased without notice. There were multiple unethical charges like this but my complaint is based on the final bill that I received after moving out. They are not specific to me as they clearly state everyone is charged for these items but they are charges that are not ethical to charge since they are things they have to take care of by law after every tenant moves out. I was charged $150 for rekeying the locks, $175 for carpet cleaning which is wrong since they just tore out the carpet and didn't clean it. They also charged me $100 for paint and $150 for "flooring". My total bill was for $455.00 after they took subtracted my initial security deposit.

  Business response

  07/24/2023

  Hi ******** - We're sorry to hear that you had a negative experience working with us, but we do appreciate your feedback. It sounds like you are not pleased with the handling of the security deposit. If you you'd like to discuss the situation, please feel free to give us a call, and I would be happy to discuss the issue(s) with you directly.

  Customer response

  07/28/2023

   
  Complaint: 20361854
  
  I am rejecting this response because:

  This complaint is not JUST about my security deposit.  Also, I spoke with the manager of the property, *********************************, about the extra charges that I should not be responsible for.  He said "he would look into it" but of course I never heard anything back so the response from Four Star Realty is insufficient.

  Sincerely,
  
  *****************************

  Business response

  08/08/2023

  ********, your complaint has been escalated to the Regional for this property. We are happy to review your experience as a whole at the property and not just your security deposit return. Please reach out to me directly and I'll be your point of contact moving forward. *******************, *****************************************

  Customer response

  08/15/2023

   
  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  07/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  There are several charges from Four Star Realty that have no valid reason. We have been charged for our toilet failing to flush despite there being issues with our pipes on their end. These were eventually fixed many months later and were the cause of our sewage issue yet we were charged for this problem that was on them. We have also been charged for our dishwasher not working even though is has not worked properly since we moved in and they never fix it properly when they come to work on it. There are fees for service charge that in our lease say are included in our rent total. We have paid those fees in that total, but they are adding additional charges as well. There is no valid reason for the charges the company is billing us.

  Business response

  07/26/2023

  Good Afternoon Shae, 
  
  Thank you for your review, and I hope that I can provide some insight into the charges.  For a detailed breakdown, please feel free to reach out and I would be happy to provide any invoices from the professional vendors for your reference.  After reviewing all of the charges on the account, the only one that was mischarged was the replacement of the garbage disposal.  The maintenance tech should have cleared the broken glass from the disposal and ensured its function, rather than changing it out and charging you back for it.  The charge will be reduced to the minimum $65 service charge, as the issue did stem from the direct actions of the residents breaking glass in the sink and disposal as well as grease buildup.  For the other two charges, again, please feel free to reach out to me, ******, and I can provide both the invoices and an explanation for the charge.  I am happy to try and work out a resolution over the phone, email, or in person at our office! 
  
  Thank you for your time, 
  ***********************

  Customer response

  08/02/2023

   
  Complaint: 20335703
  
  I am rejecting this response because: we feel that we deserve compensation for the maltreatment Four Star has inflicted on to **. While the fees may seem legitimate--and some are--there have been multiple severe issues that have caused excessive suffering and mental anguish on our end. 

  We lived with raccoons inside of our roof for months after reporting it to our property manager. When they initially "fixed" the raccoon issue, they sealed the hole poorly making a mess all over our porch causing a hazard. Additionally, they sealed the raccoons inside of the roof! Instead of removing the animals first, they caused them to be more rambunctious and put both the animals and us, the renters, in danger. We had to open the hole ourselves to prevent the animals from remaining trapped and dying in the roof. It took several weeks from then for them to properly remove the raccoons. When they did, the exterminator made a comment that our roof is not up to code which also raised concern. 

  There was also a point in time when us residents were left without water for over three days. Four Star would continuously send out maintenance men that seem to have no idea what they are doing. This goes for dishwasher repair as well as fixing our pipes. They had to replace our pipes as they were old and not up to date as they should have been. This raises suspicion that it may have caused the poor flushing of our toilets as they had issues since we moved in. We also have struggled with having hot water since we have moved in. Both of the showers have never really been hot, and lately, they have been ice cold.

  Four Star has charged us copious amounts of fees and money that are unjust. They provided us a house that is not up to the living standards it should be, and they did not disclose any issues prior to us renting. For example, our breakers would constantly go out causing us to lose power multiple times a day, week, or month. This would be a result from using the microwave--an ordinary task that should not cause your power to go out. Last fall, they wrong fully charged us a late fee, and it took extreme amounts of efforts to have that removed. Even then was not removed fully for many months. 

  Even with this prior resolution that I am now rejecting, Four Star charged us an additional $65 fee for the garbage disposal rather than deducting the money. They have made it nearly impossible to have any of our issues fixed in the past as we would have to submit multiple requests just for something to be fixed poorly or not at all. If we went in person to their office, we were always told "your property manager is not around, but I can try and help you" from another property manager. This was then followed by, "I cannot help you with that because I am not your property manager." Yet, we were never helped to get in contact with our property manager and seemingly never were able to meet him.

  It is outrageous and exhausting to have to deal with the company Four Star. We feel that having Four Star waive our fees is the least that can be done for the terrors they have put us through this past year. It is also disappointing that it is more than likely I am missing other mistreatments from their end in this email because they abused us as renters.

  
  Sincerely,
  
  *************************

  Business response

  08/14/2023

  We continue to have our door open for conversations. ****** at our office is happy to schedule an appointment with you to discuss any further concerns. Regards, Four Star.

• Initial Complaint

  06/27/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I moved into my apartment a little over four months ago. The building that I had been living in before flooded and I was one of the bottom units. It was extremely bad and black mold was found in the walls. I had to move out immediately. I found the place I am in now. The only affordable place I could find and the only unit they had was not available for a few months but they talked me into taking over the lease. Paying first and last months rent plus $1000 deposit and a co-signer rather than the $400 security deposit so that I could move out of the motel and in immediately. There was no question that I intended to renew the lease for a year. I even spoke to the property manager about the rent increase and agreed to everything just to make sure the place was mine. Quite literally right after I took over the lease, someone in the office rented out my unit to someone else for August. I was never once contacted about lease renewal. ******* was my father who acted as co-signer and signed a lease just like me and received all of the same messages. No phone calls, no emails, no messages on the portal. I called in 4 days ago to ask what I needed to do/sign to extend the lease and was told the unit had been leased out to someone else over 4 months ago. The same exact time that I moved in. I contacted the head of the leasing office who apparently had left my computer led and was working at another within the same company. She failed to let her replacement know what was going on and now I am being told I had to be out by 12pm on July 31st or move into a tiny studio. This would literally be impossible for me to do. I start school on August 1st. She should be telling whoever they rented my place to that they made a mistake but instead they are literally threatening to have me kicked out on the street. I am not behind on rent. Have never missed a payment and paid a ridiculous amount of money to secure this place. This is not right at all. Thank you I hoped you can please help

  Business response

  06/30/2023

  At **************** there has not been an issue of a water leak nor a mold problem in ************************ apartment. The lease that was signed by ********************, was for the lease term from 03/10/2023 through 07/31/2023. As per the lease, the property management team is not obligated to notify the Resident that the Premises will be pre-leased beginning any time after the start of the Term, nor is obligated to renew the lease. ****** was notified that he was on notice as of 3/10/2023 as we had started pre-leasing for the following lease term.  
  
  We have offered a renewal transfer to ******************** and it is pending signature.  This is the only option since his unit ws leased prior to him expressing interest in a renewal.  
  
  In addition, only leasees are contacted in regards to the lease and will only have the right to request for any lease changes and renewals. The guarantor of the lease is only financially responsible for the lease if the leasee is unable to do so. The guarantor is the father of the individual. 
  
  We are glad that we could come to a solution with ******************** and that he wants to continue living with us!

  -Sincerely, Four Star Asset Management

• Initial Complaint

  06/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hi my name is **** and I live in The Vicinity managed by **** from Four Star Realty. on May 11th, 2023 I put in an emergency request about a serious leak I was having. After the maintenance *****************(last name unknown) came to check it out he said he would get a plumber out that night or early the next morning. On May 16th, 2023 ***** sent a text about sending a plumber over the following morning and when I said it wouldnt work with my schedule he refused to work with my schedule, when the plumber didnt show up ***** decided to not respond to my texts with the last text being on May 18th, 2023 with no response. On June 5th, 2023 the leak came back with a vengeance effecting my unit, several other tenant units, and our hallways. Four Star has decided to put fans in the hallway to fix the leak in the hallway but has not fixed my leak from my initial emergency request and hasnt acknowledged me since. This leak is a serious danger to the people over here at The Vicinity because the water coming from the leak is brown and seriously dirty. The water that seeped into my unit is definitely not safe to drink and puts me and my two dogs at risk. Since the leak my walls have gotten distorted and warped, something fourstar will try and charge me for even though its due to their lack of care for the building. Since these leaks a new hole near our laundry room has appeared causing more danger to the tenants over here at The Vicinity. I have attached several photos of the water damage as well as a screenshot of my emergency request and a photo of the current state of some of our mailboxes over here. Note that the emergency request says cancelled, I did NOT cancel this request that was *****, the maintenance guy for Four Star. I have also attached my text conversation between me and ***** where I ask for a reschedule of the plumber, he refuses, me working around his schedule, then me texting back about how the plumber never showed, and getting no response back.

  Business response

  06/09/2023

  Hi ****, We're sorry to hear that you've had a negative experience working with us, but we do appreciate your feedback. It sounds like you are not pleased with the handling of the work order submitted. If you'd like to discuss the situation, please feel free to give us a call, and I would be happy to discuss the issue(s) with you directly. *********************** - Property Manager

  Customer response

  06/14/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and after talking on the phone with ************ was assured there would be maintenance done on the leak. While I have yet to see any maintenance done I will accept this response as long as no one is charged for any maintenance done.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  04/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Fourstar is the worst property management company. They take total advantage of ******* students with dishonest and deceitful business practices. They tried to keep 1/3 of our security deposit for normal wear and tear and charging for ridiculous things like administrative fees for organizing move out. I filed a dispute, but it didnt matter as they never sent any portion of our security deposit back. Our lease ended June 2022 and to this day we have not gotten back any portion of security deposit. When I question them about this as it violates ******** statute, they simply lie and say they mailed it but it was sent back. I have filed a complaint with ******** AG, and I will continue to pursue them for their unethical business practices. They have 1.0 average of all reviews on BBB. How are they given a grade of B? They deserve an F. Someone on state level needs to address this rental management company because they continue to prey on young college students. from what I understand from ******* DA they are aware of Fourstar and numerous complaints have been filed, but when will action be taken? Their inappropriate business tactics just go unchecked. I have documented EVERYTHING With photos and emails of all the rotten things they do. People, especially ** ******* students, need to be made aware of the inappropriate business practices of Fourstar Management. The ******* community deserves protection from this dishonest business. My daughter was excited to move to ******* from Virginia to attend ** but our perception of ******* is completely tainted because of our experience with ************* Co.. As we pursue these many grievances I learned that many many others have filed the exact complaints that we have for years, yet nothing is being done. I would have liked some warning before moving my daughter into The Lodge. I sent a 7-day demand letter to ********. I expect my security deposit to be returned in full. They violated CRS *********. (2). P

  Business response

  04/14/2023

  Thank you for taking the time to communicate to us why our service did not meet your expectations. We have every desire to address your needs and provide the best solution available to resolve your issue. Our records indicate that your daughter's refund check was postmarked on September 12, 2022, and later returned to our office. A notification was sent on October 5, 2022, providing alternative options for pick up, but we did not receive a response. On December 28, 2022, we received a security deposit dispute and amicably agreed to an additional refund of $218.15, bringing your daughter's total refund to 84% of her original security deposit. The remaining 16% was withheld for damages beyond normal wear and tear. Since we have been unsuccessful in speaking with your daughter, please note that the most recent refund check has been mailed to the guarantor's address on file. Please accept our sincerest apology for any inconvenience that we have caused you, and feel free to reach out to our team should you have any follow up questions. 
  
  
  Kind regards,

  ******* - Asset Manager

  Customer response

  04/19/2023

   
  Complaint: 19911050
  
  I am rejecting this response because: NOT ONE WORD of the response is in any way truthful. FOURStAR continues to spew out whatever sounds reasonable to cover their complete failure to operate with any degree of honesty. Our lease expired 7/22/2022. NO check, to this day, was EVER mailed to us.  We received emails stating a check was cut. We received an email from ******************************* stating a check was mailed to us on at our current address, APT. 355--WHICH IS A FOUR STAR PROPERTY, WE NEVER RECIEVED THAT. WE received one email stating a phone call was made on October 10th, but the mailbox was full. All of this is documented. I have begun 7-day demand process. When i informed ***************************** on 4/13 that according to ******* statute is is landlord responsibility to provide proof that a check was in fact MAILED TO TENANT AT LAST KNOWN ADDRESS, **** sent me a picture of a check, stuffed in a window envelope. The check appeared to have been mailed to us at APARTMEMT 252.  The very apartment we had moved out of.  KEEP IN MIND, AFTER MOVING OUT OF APARTMENT 252, WE MOVED IN TO APARTMENT 355. FROM JULY 2022 TO PRESENT WE HAVE RECIEED MAIL FROM FOUR STAR AT APARTMENT 355. WE HAVE RECIEVED MAIL AT OUR PERMANENT HOME ADRESS IN ********. WE HAVE RECIEVED MAIL POSTED ON OUR DOOR OF APARTMENT 355. WE HAVE EVEN WALKED IN THE OFFICE AND SPOKEN WITH LEXI ******** ON 9/26/2022. SHE NEVER MADE ANY ATEMPT TO RETURN THE DEPOST CHECK. SHE NEVER MENTIONED THE DEPOSIT CHECK. ALL OF THIS IS DOCUMENTED AND HAS BEEN PROVIDED TO THE ******* DISTRICT ATTORNEYS OFFICE. FOURSTAR HAS clearly displayed their awareness of  my current address, they have mailed correspondence to me at my corrent address from 9/2022 to present. they contact me regularly as i am currently a tenant. However, they HAVE NEVER REFUNDED MY SECURITY DEPOSIT AND RECONCILLIATION AND ARE IN VIOLATION OF ******** STATUTE *********. THEIR MOST RECENT STORY OF MAILING THE SECURITY DEPOSIT TO APARTMENT 252, THE VERY APARTMENT I MOVED OUT OF IS NONSENSE. FOURSTAR WRONGFULLY WITHHELD OUR SECURITY DEPOSIT BEYOND THE ***************** OUR *****. THEY SIMPLY NEVER SENT THE CHECK.  I did initially file a dispute about the amount of security deposit withheld until i learned about ******** Revised Statute, "********* "...The landlord SHALL PROVIDE THE TENANT WITH A WRITTEN STATEMENT LISTING THE EXACT REASONS FOR THE RETENTION OF ANY PORTION OF THE SECURITY DEPOSIT. WHEN THE STATEMENT IS DELIVERED, IT SHALL BE ACCOMPANIED BY PAYMENT...THE LANDLORD IS DEEMED TO HAVE COMPLIED WITH THIS SECTION BY MAILING SAID STATEMENT AND ANY PAYMENT REQUIRED TO THE LAST KNOWN ADRESS OF THE TENANT.  AGAIN, FOUR STAR SIMPLY NEVER MAILED THE RECONCILIATION OR DEPOSIT BALANCE DESPITE THE **** THAT THEY KNEW I MOVED FROM UNIT 252 TO ANOTHER FOURSTAR PROPERTY ONLY1 BUILDING AWAY FROM UNIT 252.  FOUR STAR HAS MY ADDRESS, THEY have not only displayed knowledge of my last known address BY ******* OTHER CORRESPONDENCE TO ME WITH ZERO DIFFICULTY from 9/2022 to present, THEY HAVE ALSO POSTED NOTICES ON MY DOOR AND SPOKEN TO ME WHEN I VISITED THE FOURSTAR OFFICE IN SEPTEMBER 2022. The times i DID ask about the security deposit, Fourstar made various differing claims:, "the check is in the mail,"  "we mailed it to you at apartment 355," In one email, ******************** actually stated that Fourstar does "reconcile security deposits within 60 days. This does not account for mail time or any errors that *** result in mail delivery." Imagine if your rent payment did not arrive to Fourstar on time. Can we expect them to waive late fees because we don't account for mail delays or errors?  I believe that line especially helps them evade CRS *********. This last, new and truly shocking claim, "We mailed it to you at apartment 252 ON 9/10/2022" with complete knowledge that the the ***** for apt 252 ENDED ON 7/22/022. ********, and *********************, and others, Knew i NO LONGER LIVED THERE. They had and displayed complete knowledge of my address.  All emails, phone calls, interactions with Fourstar management team are documented and dated.

  Is this why so many past tenants never receive their security deposit? Knowingly mailing security deposit checks to former tenants TO THE address they recently vacated is in no way a GOOD FAITH EFFORT TO RETURN THE SECURITY DEPOSIT. IS THIS A TACTIC TO EVADE CRS *********? they is Overall, their word salad response would be whatever sounded good on that particular day. much like their response here. Sounds reasonable right? DONT BE FOOLED. I HAVE ALL DOCUMENTATION AND AM PROCEEDING AS NECESSARY.  holding was not wrongful   ******** ATTORNEY GENERAL-COMMUNITY PROTECTION DIVISION  IF YOU HAVE HAD SIMILAR ISSUE:  
  MAI
  Sincerely,
  
  ***************************

  Business response

  04/25/2023

  *****, we try to resolve all issues; however sometimes we do realize that there are two sides and they simply are not going to see eye to eye. 
  
  At this point we fall back on our lease language and the number of times we reach out to our residents asking for a forwarding address. ***** is the lessee and we realize you are the guarantor, but you were not an occupant of the unit - you were the financial guarantee for rent payments. Ultimately the lease reads as follows: 
  "Agent is deemed to have complied with this paragraph by mailing said statement and any payment required to the address provided by Resident for the return of the Security Deposit, as specified in writing by Resident to Landlord, or, if none, Residents last known address. If no address is set forth below or otherwise provided to Landlord, Agent is deemed to have complied with this paragraph by mailing said statement to Residents last known address. It is the Residents responsibility to provide an updated forwarding address."   
  Attached is the proof of timely mailing as well as our attempt to contact *****, the lessee, upon receiving the returned check. Many people forward their mail upon moving from one address to another; this is why we mail it to the last known address of the lessee. Additionally our email sent on July 8, 2022 at 10:35AM stated to fill out the forwarding address form for our office as well as forward your mail through the US postal service - the email also provided clickable links for our form and the **** webpage. We try all efforts to communicate well in advance of moving out.

• Initial Complaint

  04/04/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I live in Apt # D202 at the Villas apartment managed by Four Star Realty. Initially, I had a six months lease from August 20, 2022, to February 28, 2023. The lease mentioned, "The total rent due for the Term is $5,100.00. The total rent due for the Term shall be paid in 6 payments of $850.00. Each such installment shall be referred to as (Rent). Total Rent, and all monthly lease charges is $850.00. Resident agrees to pay this amount monthly."However, Four Star Realty collected $5950 and seven payments from me. When I contacted them, the community manager told me that it was a mistake on their part, that they would correct it, and that I would be refunded ( I have email documentation of it).I was told that the amount they collected was right and I won't be refunded. I think this is an injustice and a violation of the lease term.

  Business response

  04/05/2023

  Hi Mushfique,
  
  Your lease began in August and ended in February.  That is a seven month lease.  There was a Scrivener's Error on Page 12 listing that you were to pay only six installments of rent.   However, Page 1 lists your Last Payment Due as January 25th, 2023. You did not sign any concession documents stating that you were to receive your last month's rent free. The length of your lease (seven months) along with the Last Payment Due on January 25th does not absolve you from the Scrivener's Error.
  
  Thank you,
  *****, Community Manager

  Customer response

  04/05/2023

   
  Complaint: 19896089
  
  I am rejecting this response because: Hi, first, I moved in this apartment with this information that I have six payments to pay which is clearly mentioned in the lease. In the last six months, I was not explained that there was a mistake in the lease on your part. Otherwise, I would not move in here. Second, in previous email (which is attached), I was told that it was a mistake and account would be cleared. On January 25, 2023 when I was paying the rent, I sent the office several emails. I was also informed that the account would be cleared and I would be refunded. Based on the email, I did my budget. And now I am told that I have to pay the extra amount. Why should I be responsible to pay the price for the property's error in lease document and miscommunication?  
  
  Sincerely,
  
  *****************************

  Business response

  04/10/2023

  Hi Mushfique, I am confirming with you that I have put in an accounting request to remove February's rent from your account. 

  Customer response

  04/12/2023

   
  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.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  04/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been requesting to break my lease with Four Star Realty without being held responsible for future rent payments, but they will not honor it. There is a cockroach infestation that I have reported 4 times now. The tree times pest control visited my apartment were during the day so they claimed "no live activity was present." I have even taken my own measures to control the issue but it persists. Per the highlighted clause from the lease in the attachment below I have not deemed the space livable as my initial complaint was well within the 7 day window. Since making my request to change my lease I found drug paraphernalia in a closet that was not cleaned prior to move in, I have had to report a domestic dispute to *********** (recurring instances that make me feel unsafe on the premise), and I have witnessed both garbage and urine in the entryway, hallway, and laundry room. The property manager has only offered to shorten my lease by 5 months on the condition that I pay $250 more a month. For the health and safety of me and my dog I am insisting that they let me break the lease so I can leave these uninhabitable conditions as soon as possible.

  Business response

  04/06/2023

  ****** We are sorry to hear that you've had a negative experience working with us. It sounds as though you are not pleased with the move in process. We do acknowledge and are in the process of addressing your concerns. If you'd like to discuss the situation, please feel free to give us a call, we would be happy to discuss the issue(s) with you directly.
  
  Sincerely, Management

  Customer response

  04/06/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and appreciate the acknowledgement but I am still waiting on communication from the property manager for a resolution. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  03/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My apartment unit has smelled of cigarettes since Thanksgiving time, coinciding with a new resident moving into the unit next to me. I've notified Four Star Realty 4 times, each month since November that my unit absolutely stinks of cigarettes and makes it borderline impossible to live in, but they've done absolutely nothing, Smoking isn't allowed on the premises per our lease whatsoever. I've asked someone from management to come to my unit to smell and see what I'm dealing with, but this hasn't been done. I don't necessarily have proof of who's smoking, but the minute you step inside my apartment you're hit with a disgusting wall of secondhand smoke smell.Four star has done absolutely nothing to maintain a safe living environment for myself, my roommate, and my dog. It's a freaking disgrace they're allowed to even be a business - honestly, I think they're just waiting for my lease to be over (end of April) so they don't have to do anything about this... I'm so tired of this horsesh**, I'm really hoping you all can help in some way.

  Business response

  03/07/2023

  Hi ********* - Thank you for your honest feedback and we are certainly not taking your situation lightly. We have noticed the property that this is a no smoking property as well as reached out to the suspected unit directly with no luck in a change in behavior. I am happy to send a follow up notice to the property today to reiterate our lease and expectations. ******** legislation has made it near impossible to evict someone on behavioral issues so we are acting in other manners to have this resident removed from the property. I absolutely want you to be happy in your home and hate that this resident is tainting your experience living with us. We have issued notices, fines and are in the process with the court for having them removed. If you feel there is something else you think we are not doing, I would be happy to continue the conversation. I assure you the frustration is shared on all sides. I hope you can understand another perspective and we can work together to improve your experience at the property. Feel free to reach out to me directly with any additional follow up questions, ******************* - Director of the Denver Region, *******************************************

  Customer response

  03/07/2023

   
  Complaint: 19542587
  
  I am rejecting this response because: this took you 4 months and countless outreach just for you to say were working on it and the law isnt on your side?!? Unbelievable why didnt rica tell us this was being worked on, or anyone else for that matter?! Why are you just now getting around to doing something about it. I want to know exactly where in the process of removing them you are and when you initiated this process given my first outreach was late November. 
  

  
  
  Sincerely,
  
  *********************************

  Business response

  03/13/2023

  Hi ********* - This resident was removed from the property last week. There are privacy laws with legislation that we cannot share eviction details with other residents not on this lease. This would be why you wouldn't have had the intimate details to this resident's eviction but I will take responsibility for my team not providing a more general update to the steps being taken. We do value our residents and their happiness in their home. That said, the unit has been vacated and is in the process of being cleaned, turned and painted. I'm confident this will improve the smoke smell at the property and in your unit. If the issue continues please let us know as it will likely be a different cause. I hope this is a step in the right direction to improving your overall experience at the property. Thanks again

• Initial Complaint

  02/13/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I terminated my lease early, paid all the fees, and returned the keys of the vacated apartment on Monday November 28, 2022. The official date my lease ended was December 14, 2022. It is now past 60-days and I have not received my security deposit of $800 back, minus any final charges. By ******** state law (CRS 38-12-103(1)), Fourstar Realty is required to return security deposits within 60-days from the lease termination date.There was a tremendous amount of trouble getting my return address correct in their system. I provided the forwarding address when I submitted my notice, filled out an online form after that, provided it to the receptionist when I returned my keys, and provided it a fourth time when I noticed my unit number was incorrect. After all that it was confirmed correct in their system.I was told the check was cut and put in the mail on Tuesday, February 7th. It has still not shown up and its a week later. Mail does not take that long from Denver to *******, **.Please return my security deposit now.

  Business response

  02/20/2023

  Hi ********* - We're sorry to hear that you've had a negative experience, but we do appreciate your feedback. It sounds like you are not pleased with the handling of the security deposit. After speaking with you regarding your concerns with the deposit refund, I feel that we can come to a resolution that all parties can agree upon. If you'd like to discuss the situation further, please feel free to give us a call, and I would be happy to discuss the issue(s) with you directly. ******************* - Asset Manager

  Customer response

  02/20/2023

   
  Complaint: 19399708
  
  I am rejecting this response because:

   

  I received my part of my security deposit and move out statement. Please refund me $225 ($150 for cleaning and $75 for painting). Neither were necessary because of me and were definitely not communicated. Nowhere in emails or lease termination agreements did it state to contract professional cleaners. That unit was left in great condition and was thoroughly cleaned, especially considering what I moved into. I was in the unit for 5 months and returned it in better condition than I received it. There wasnt any wear and tear from me. Im attaching a photo of the condition of the bathroom when I moved in. Not pictured were the dusty fans and blinds, and the grease and dust coating the tops of the cupboards. Attached are the email from the property manager explaining the process of terminating the lease and the agreement I signed.
  
  
  Furthermore, under ******** Revised Statue  38-12-103(2), your failure to provide a written statement within the required time works as a forfeiture of all your rights to withhold any portion of the security deposit. It was 61 days from December 14, 2022, when my lease terminated to when the check was postmarked on February 13, 2023.
  
  Sincerely,
  
  ***************************************

  Customer response

  02/21/2023

  Hi. How do I edit my complaint. I received my security deposit, but now I have a new issue. This is an email I sent to the property manager:
  
  I received the security deposit and move out statement yesterday (02/16/2023). No where in emails from ***************************** or lease termination agreement did it state to contract professional cleaners. That unit was left in great condition and was thoroughly cleaned, especially considering what I moved into. I was in the unit for 5 months and returned it in better condition than I received it. There wasnt any  wear and tear from me.
  
  Please refund me $225 ($150 for cleaning and $75 for paint). Neither of those were necessary because of me and were definitely not communicated.
  
  Also, it was 61 days from when my lease terminated on December 14, 2022 to when the check was postmarked on February 13, 2023. Under ******** Revised Statue 38-12-103(2), your failure to provide a written statement within the required time works a forfeiture of all your rights to withhold any portion of the security deposit.
  
  Please reply to confirm receipt of this email and that you will refund my money within 7 days. Thank you.
  

  
  

  Business response

  03/01/2023

  Hi ********* - We're sorry to hear that you've had a negative experience, but we do appreciate your feedback. It sounds like you are not pleased with the handling of the security deposit. After speaking with you last week, I thought that the issue had been resolved but if that is not the case please give us a call to discuss the issues further and I am confident we can resolve and further issues. If you'd like to discuss the situation further, please feel free to give us a call, and I would be happy to discuss the issue(s) with you directly. ******************* - Asset Manager

  Customer response

  03/07/2023

   
  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.
  
  Sincerely,
  
  ***************************************

*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. ↩