ComplaintsforFour Star Realty & Property Management, Inc.

• 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,
  
  ***************************************

• Initial Complaint

  02/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Property manager accidentally charged our account an additional $1020 for maintenance in November. They refuse to remove the charge. We were told it was slow because accounting processing rent payments at the beginning of January. Its now February and the charge is still on our ledger. Four Star uses extremely predatory practices. They dont pick up the phone at their office and rarely respond to emails. Theyd rather hide then resolve tenant problems.

  Business response

  02/02/2023

  *****, I know our team has communicated with you previously regarding your concerns surrounding the pending invoices. I apologize if our communications left you questioning the charges.  The liability coverage we require *** cover the drain issue; however, until we have confirmation from the insurance company it is something the owner is requiring that we charge to your ledger.  We are not charging late fees for these outstanding invoices, and it was our understanding that you were in agreement to not pay them until we hear back from the insurance on the scope of their coverage. As soon as we hear back from the adjuster, we will update you.

  Customer response

  02/02/2023

   
  Complaint: 18964587
  
  I am rejecting this response because:
  
  I was told the charges were going to be removed from the ledger. Im now being told they will not be removed. We were lied to. Scummy business practices. 
  Sincerely,
  
  ***************************

• Initial Complaint

  12/13/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Hello,My daughter, ***************** signed a lease with Four Star Realty which started 01-05-2022. I signed as the Guarantor. We actually signed an occupancy transfer with another individual who was already living in the apartment (along with 3 other individuals who also had separate leases). The first 3 attachments include the original lease, occupancy transfer and guarantee documents. As part of this lease, a security deposit of $1,790 was sent to Four Star Realty. ***************** vacated at the end of her lease term on July 28, 2022. We fulfilled all the requirements of the lease and left the property in a condition at least as good as we found it. We followed-up several times with phone call and emails. After several follow-**** Four Star finally sent a Security Deposit Reconciliation report (Attachment #4) along Check #***** for $20.89 dated November 16, 2022. I did NOT cash since it was incorrect and since they had deducted frivolous charges and fees. We believe similar charges were also sent to her 3 other roommates.I filed a security deposit dispute with Four Star Realty on Nov. 22, 2022. Attachment #5 is a PDF of the dispute filed. Four Star has already confirmed on the phone that they used the incorrect starting security deposit. It was listed as $895, but it should have been $1,790. My assessment is we are entitled to @ least $1,507 which is the original security deposit minus reasonable expenses such as carpet cleaning. I have followed-up weekly since receiving the check. They only respond by saying they are working on security deposit disputes on a first-come-first-serve basis, but it is now nearly 5 months since my daughter vacated. My last contact was with ****** with Four Star Realty on December 5 ; he indicated they did indeed receive the dispute form and that it was going to be reviewed this week. Your assistance with this matter is greatly appreciated.Thank you,*****

  Business response

  12/21/2022

  Hi *******,
  
  We have received your official seven day demand; unfortunately our documentation does show the security deposit amount of $895 is correct. We supplied a copy of the ledger and lease via email. We do understand your frustration and will respond to your seven day demand and hope to reach an amicable resolution. We strive to make your experience a good one but do understand lease transfers and other auxiliary issues can make this tough.
  
  Thank you, *************************** - Four Star Realty

  Customer response

  12/21/2022

   
  Complaint: 18555439
  
  I am rejecting this response because:

  Hi *******,

  Thanks for understanding *******. Equally frustrating was the delay in the security deposit refund and the inability of Four Star Realty's customer service representatives to escalate this issue internally despite several follow-up calls to inquire on the status.

  I am in receipt of your INTERNAL ledger and lease transfer, but can you send all payments received by Four Star Realty from my daughter *****************?  It's possible that the starting balance of the security deposit made by ***************** was $895; however, the lease that was transferred shows $1,790.  And, I have Venmo record of ****** paying the previous tenant 50% of the security deposit for $895 and Four Star Realty a combined payment of $1,505 on January 10, 2022, including $895 security fund balance plus $500 occupancy transfer fee.
  

  Respectfully, an amicable resolution is 100% of the final security deposit refunded to Camryn ***** since, per the demand letter, more than sixty (60) days have passed since ****** terminated the lease and surrendered the premises, and we did not receive payment nor an explanation of amounts withheld until 4-month later when we received check #***** dated November 16, 2022.  Under ******** Revised Statute ********* (2), Four Star Realty's failure to provide a written statement within the required time works a forfeiture of all Four Star Realty's rights to withhold any portion of the security deposit. 
  

  Please advice on the full accounting on all payments received by Four Star Realty from ***************** along with your final payment based on the starting balance of the security deposit.
  
  Sincerely,
  
  *************************

  Business response

  01/19/2023

  Hi *******,
  
  
  Thank you for your complaint/request through the BBB. Our office has been in back and forth correspondence with you regarding the dispute and we hope to reach an amicable resolution.  
  
  
  As we stated before the security deposit was processed and mailed according to the ******** Statute. If your agreement with the previous resident was to pay them for half of the security deposit they had paid, then you should follow up with them in regards to the amount owed from the takeover of the lease agreement. 
  
  
  We will continue our communication and hope to come to a resolution regarding this matter; however, the 100% return of the security deposit based on condition and the lease agreement does not seem amicable.
  

  Customer response

  02/01/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ******** and had a subsequent phone conversation and payment settlement.  As a result, I find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  12/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Our children, students at ** *******, rented from Four Star. Within a week or 2, there was a major plumbing issue. The main was clogged. There was no ability to use any plumbing or water for nearly a week.Shortly thereafter, a toilet clogged. Four Star had the plumber clear the clog and again snake 80 feet down the main to make sure it was clear. They are charging $150 for this, when likely the issue was again with the main.We are threatened with eviction if we don't pay the plumbing fee and it generates a late charge.Another issue is right after move in, Four Star turned off credit card payments. This caused one of our payments to fail and generated a late charge. Four Star refused to waive this charge. We see other complaints on BBB for the same issue. Four Star claims they notified, but nobody received any email or written notice from Four Star. We were forced to pay this late fee under duress.

  Business response

  12/09/2022

  Hi *****,
  
  It looks like our office has gone back and forth a number of times on this issue. Perhaps a phone call can iron out anything still outstanding as sometimes tone can get misconstrued via email. Please call me directly next week. - ***************************, ******* General Manager ************

• Initial Complaint

  11/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Renting a unit from 4 star:Lease started in August, just made my 5th payment. Being charged extra for parking space that we did not sign a contract for (they won't take that off). Still don't have a room that we can use because of exposed electrical wiring (room has been empty since the start). Sent in maintenance request via their portal over a month ago to fix, have asked via email and phone since September). They did fix the other safety is*** in September - only after sent request via portal (would not fix per my email or phone requests). As it turns out, the room was also a fire exit, so they had to remove that locking door. (Which cut my room size in half). Fire chief may or may not have influenced that outcome as he was also notified. You can't lock or secure the room (however, they keep arguing that a door handle is sufficient?) Have left 2 messages over 30 days with ******** (the *** and will not return my call?What am I supposed to do, I can't *** them because of the contract language...will be suing myself. I would just like a room safe from electrical and fire hazards...and yes it would be nice to have a lock on it since there will be at least $3,000 worth of electronics stored in the room. Last, we have charge $75/mo for parking, addendum never signed.

  Business response

  12/09/2022

  ***** - I just sent you an email, hopefully we can connect soon. Please let us know the resolution you are proposing and we can go from there. Regards, *************************** - ******* General Manager 

  Customer response

  12/12/2022

   
  Complaint: 18458081
  
  I am rejecting this response because:

  No resolution was made/offered by 4 star.

  My request:

  1) Fix the electrical hazard.

  2) Stop charging for parking - no addendum was signed.

  3) Place a lock on the bedroom door. 

   

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

  Business response

  12/19/2022

  *****,
  
  
  1) If you are referring to the baseboard heater this has been handled per the work order.
  2) The other three residents of the lease all signed and would like to park there, this again is a roommate issue and one that a roommate agreement could resolve. Ie., the roommates parking there could set a separate agreement stating that they want the parking and agree to pay for it.
  3) There is a lock on the bedroom door, it is a passage k*** that is lockable from the inside of the bedroom. Should a different lock be wanting we are willing to accommodate this per the lease agreement.
  
  
  At the end of the day, the problem still seems to be that the lessee does not want to stay at the property due to the nature of the roommates and the organization. We are happy to navigate finding a replacement for you and the other roommates, the best option being reaching out to your intra-organization. The path to fixing this issue is that the lessee will need to correspond with their roommates in order to find the best outcome.
  
  
  Thank you, ***************************

  Customer response

  01/05/2023

   
  Complaint: 18458081
  
  I am rejecting this response because:

  I don't know why, but I did not get your response via BBB till today (1/5) even though it shows you responded on Dec 19?  Also I never got a separate email from you, per an earlier response?  Not sure why you could not return any of my 3 phone messages and have to go through this system to come to resolution?
  

  1) Thanks for fixing the electrical hazard.  

  2) Regarding the amendment...I guess I don't understand...is it not really an contract amendment that all persons have to sign?  I had another person interested in taking over the lease this past summer, however none of the other people on the lease would agree to sign off?  Are you telling me I could have ignored that and just gone through with having the other individual take over the lease without the others signing off?  Please explain. 

  3) A lock on the room would be nice...One cannot secure anything in the room when you leave. I am responsible for the lease and condition of that room.  So I have no way to keep anyone from going in there and damaging it right now.  As a matter of fact, when I checked on it today, there was a sign/poster on the wall, chair and trash in the room.  While I doubt you will refund any of my deposit (based on other comments on the BBB site and your reputation) I would still like to protect myself from that liability. 

  Agreed the situation is bad and Four Star has not lived up the lease agreement.  Regardless if my son is using the room or not, I should have rights afforded to me in the contract/ just as you have exerted till now and clearly will do when the contract is over.  

  I asked if anyone else in the fraternity was interested in taking over the lease for spring semester...no luck. Again I asked about leasing to someone outside the fraternity. They said they would not sign off...so I don't think you can help me find someone else to take over the lease. Of course if we ignore the others, and don't need them to sign off then maybe that is an option?  Although keep in mind the size of that room was cut in half when it was determined to be a fire exit as well, making it even harder to find another tenant. Who would pay the kind of money to live in a closet, I'm pretty sure you could only fit a twin bed in that room as it is currently configured?

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

  Business response

  02/01/2023

  We appreciate your additional feedback; however, we stand by our previous comments that the issues are due to roommate conflict resulting from a joint and several lease. To reiterate, The lease that your son signed does not allocate a specific bedroom or responsibility to any individual bedroom. Instead, it holds him jointly-and-severally responsible for the entire property as outlined in the lease agreement; including common areas such as hallways, kitchens, etc. As such, we cannot specifically lock off a bedroom beyond the passage locks that were installed particularly when said room is not being utilized by anyone, but that all have equal access to according to the lease agreement. It is also a moot point to do so if the reasoning is to "protect" that empty room given your son is equally responsible for the rest of the property.
  
  
  It seems at this juncture, that a more relevant pivot to this conversation is that of releasing your son of responsibility from the lease. This can be achieved in a number of ways, but all would require the signed agreement of the other lessees. If your son would like to find someone to replace his position on the lease, we are happy to facilitate the paperwork to achieve this. Alternatively, if the other lessees would like to release your son from the lease agreement with the understanding that they would have to cover whichever portion of the rent was previously agreed to be split with your son, then we can also facilitate that paperwork. Please reach out to ************************************************* if you would like to move forward with either of the options mentioned above.

   

  Customer response

  02/10/2023

   
  Complaint: 18458081
  
  I am rejecting this response because:

   

  OK...thanks for the reply. 

   

  Since we are having no deviations from the contract, please explain to me why you have been charging us for parking for the entirety of this lease but do not have a signed amendment allowing you to do so?

   

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

• Initial Complaint

  11/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My roommate and I leased an apartment from BPM, and a month before our move out date, four star purchased our property from them and ever since, its been a nightmare getting anything done. We moved out of our apartment on 8/16 and didnt receive any sort of information about our security deposit until late October (specifically on the 21st when I personally went into their office looking to speak with someone for answers.) We were originally told our security deposit was sent out, but instead we received a bill and a letter stating they were keeping our entire deposit for damages we never made. During the duration of our time in our apartment, my room mate was RARELY home and I am a very clean, neat person who worked from home, and we didnt damage the apartment at all. We made sure it was clean and looked nice when we moved out so it feels like Four Star is trying to keep our deposit to remodel the apartment on our dime (I say this because I asked the property manager on October 21st if any work was actually done, and ***** said there hadnt been, but they were planning too. I called one of the companies that we were charged for and they said they in fact did do work so we also feel lied to.) We followed the steps of filling out the dispute form and weeks later, have yet to still get a response from them. Ive emailed and called multiple times for updates and I am left with no answers. Theyre favorite excuse seems to be that theyre extremely busy but are working on it, yet it feels like they arent at all. We did not damage this property to the point of being charged our $3000 deposit plus an extra $40 and we do not deserve to be ignored and treated the way they have been treating ******** star has been extremely shady throughout this whole process and are breaking the law, and frankly, all their employees dont seem to have a clue of whats going on with any of their properties. We would like better communication and our money back as Four Star has failed us.

  Business response

  11/22/2022

  Hi *****,
  We responded to your dispute regarding the questions about security deposit retention. Please understand that we ****************** at every step of our security deposit process and we do review the invoices to see what is the responsibility of the owner for normal wear and tear vs what is the responsibility of the tenant. The majority of your deposit was withheld due to pet odor to the carpet that did not come out after cleaning.  We did not receive anything from the previous management company regarding issues at move-in; as they are a professional management company we would understand that they would give the unit to you in a clean condition, free of pet damage and stain. Please feel free to reach out to us if you have any further questions or concerns after we responded to your email.
  
  Thank you,

  *******, General Manager

• Initial Complaint

  11/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Four Star management at ********************* in ******* that end August 14th 2022. Four Star kept my daughters deposit of $1,500 for three girls. They offered no explanation either verbally or in writing. And they did not return a check until the end of October. This company has a long history that I looked at too late at the BBB and Yelp of keeping deposits for little or no reason. They consider this profit center along with the rent.

  Business response

  11/11/2022

  Hi ********,
  
  
  Thank you for reaching out regarding this matter, we send all deposits with a front page that breaks down the charges, a ledger and all invoices. The packet of information regarding the return of the security deposit was sent directly to one of your daughter's roommates. They signed an addendum stating the check would be made out solely to the roommate and sent to the roommate as well; therefore, the packet with all information went to **********. The initial deposit was $6,870 and you are correct that there were charges against that deposit, but a check was returned for $5,143.04. If you did not receive any money back please reach out to the roommate that received the check. Additionally, if you have questions regarding what was withheld we are more than happy to send you the full itemized deductions as well as any photos showing what was needed. You can reach out to me directly at ********************************************************************************************;or follow our online process to dispute your deposit. This can be found via this webpage: https://fourstarrealty.com/security-deposit-return-info/
  
  
  I hope we can make a step towards resolution with this first bit of information. 
  
  Thank you, ***************************

  General Manager, *****************

• Initial Complaint

  10/20/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am very unhappy with the amount being taken out of my security deposit. I am only getting back $150 or so out of a $1160 deposit. The place was in a horrendous state when we moved in: the tile underneath the oven was coming apart, the bath and wall paint were coming off the walls, and not to mention the leaking water from the ceilings that I asked to be fixed multiple times and no one ever came. I am being charged **** for painting and tile repair when no damage was caused by us on either the tile OR paint. This all would have been documented in the initial move in report but the form would not load and we mentioned this to the property manager but nothing was done about it, and we should have taken pictures so that is on us. Not to mention the place was not cleaned or painted before we moved in, which we know because the first day we moved in people came to come clean and paint and they entered while we were sleeping because they didnt know people were living there yet. I need the charges overturned as we caused no damage to the paint or tile. The property manager, ****, knows the EXACT state this place was in when I moved in and made no effort to follow through with maintenance requests as near the end of the lease our doorknob broke and we had no way of getting out of the house without climbing out of the windows. It is so wrong how much I am being charged as these are damages I had no part in. I lived at **************, and hes lucky I never reported the leaking sewage water from the ceilings as a health violation, but then to take almost my entire security deposit away after the fact is just criminal.

  Business response

  10/31/2022

  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. Thank you, ******************* - Senior Property Manager

  Customer response

  11/04/2022

   
  Complaint: 18254596
  
  I am rejecting this response because:

  I havent been able to get ahold of **** to talk with him about the extra money he is refunding from the deposit. I did call him as soon as I got his response he gave you guys and he hadnt yet even looked at/resolved the security deposit dispute. I said it was fine and agreed to wait another day so he could make it a priority, as he said. I then called him the next day between the times he told me to and did not get an answer from anyone after calling about 3 times. I left a voicemail and asked for a response, but did not get one until about 2 days later. Unfortunately I was working and had little signal at work so missed the call. He did end up leaving a voicemail to tell me he would give me almost 500 dollars of the **** he deducted from my security deposit, but I am still confused on what the other $500 in damage is for. At this point I want to just accept that ** getting some of that money back, but it doesnt feel fair that Im still paying for damages I did not cause. I would like **** to know I would prefer at least 750 of the **** deducted as I did not accrue damages throughout my visit there, but more than anything I am further upset with how neglectful the company is. I acknowledge that **** has current residents to deal with as part of his job, but EVEN when I was a resident I felt neglected throughout my entire lease. I can not count the number of times I called to have something as simple as my doorknob fixed near the end of the lease so I didnt have to climb out of the window. **** assured he would send someone every time but no one came because apparently they did not have a key. They definitely seemed to have the time and a copy of my key for showings though. I would like **** to hold himself accountable for not only the mistakes made after my leaving of the place, but the neglect I felt during. It is very clear that four star often ignores maintenance requests for this property, and given that the conditions report would not load upon move-in (I did try loading the form again recently to see if it was a one time issue, but it still would not load), and therefore I think it is very clear that I am being made to pay for repairs of ignored maintenance requests made by not only me but previous residents as well. I had about 5 people help me move in to the place, and ALL can account for the dilapidated conditions of this apartment. I would like a timely and fair response from *********
  
  Sincerely,
  *************************
  *************************

  Business response

  11/22/2022

  Thank you for the reply, and I apologize our timeliness has not been up to par. After speaking with our internal teams, it seems the additional refund is being processed and a resolution reached. If you are still having difficulty contact our Denver General Manager directly: *********************************************************************************************************************. I'm confident we can improve your experience and address any remaining concerns.

  Customer response

  11/29/2022

   
  Complaint: 18254596
  
  I am rejecting this response because:

  **** and I agreed to an extra $419 back from the security deposit and it has been 3 weeks and I still have not gotten a check. I called fourstar and apparently a check was not even sent out. This is unacceptable. I was not provided the adjustment of the deposit refund in writing as we spoke over the phone about this refund.
  
  Sincerely,
  
  *************************

  Business response

  12/12/2022

  Hi ****- In our last communication on December 1, 2022, it was confirmed that the resolution of an additional refund in the amount of $419.64 was accepted by all parties involved. The request for the additional refund has been approved and your check should be in the Denver office for pick up no later December 16th, 2022. You will receive communication as soon as the check has made it to the Four Star Realty Denver office. We greatly appreciate  your patience in this situation and 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. Thank you, ******************* - Asset Manager
  
  
  

• Initial Complaint

  10/17/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We did not receive any portion of the security deposit back for my college son's apartment. His lease ended 7/21/2022. The apartment was left in excellent condition, and I have video footage. I have tried contacting Four Star Realty multiple times vis email and phone - with no reply.- security deposit was $3135, split between *************************** and ********************* - address on lease is ******************************************************* We just want our security deposit refunded to:******************************* ************************************************************ Please let me know if you need any further info

  Business response

  10/19/2022

  Hello *****, 
  
  
  We understand it can be frustrating if your questions are not answered in a timely manner, and for that we sincerely apologize. It looks as though a security deposit refund check was cut on September 7th and sent to the forwarding address we had on file at the time of the security deposit reconciliation. We've gone ahead and sent another copy of the deposit reconciliation packet to the lease holders and guarantors on file. If anyone wishes to dispute any of the deductions taken from the security deposit they will need to submit a security deposit dispute form found here on our security deposit FAQ page. For any additional concerns regarding forwarding address' etc. please contact The Lodge leasing office directly at ************ or email us at ***************************************** so we can ensure your questions are answered. 
  
  
  Kindly,

  Customer response

  10/25/2022

   
  Complaint: 18237746
  
  I am rejecting this response because: Although we did recently receive a partial refund for the security deposit, I will be disputing some of the charges, including a cleaning fee for the common area outside, in an amount of over $100. The dispute form was just received last week, and not earlier than that. I only heard back from Four Star after they were contacted by the BBB. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  10/14/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We are disputing the excessive charges assessed by this company to our children who resided at ************************** from Aug of 2021 to Aug of 2022. The company is seeking to not only keep the security deposit, but charge additional fees for what should be routine turnover tasks when tenants move out. ************************* has attempted to contact the company numerous times and we have received no response- the email below is an example:Hello! I have left a message at the office regarding this email in regards to the security deposit at ************************** Unit 4 in ******* for *************************, ******************************* and *************************, but have not received a return call. The renters are in agreement with certain aspects of the final inspection and reduction in return of the security deposit. However, there are several maintenance items that were well documented (including photos) as pre-existing upon move in that should not be included. Additionally, the unit was not newly painted upon initial occupancy and upon vacancy was in similar condition as at the beginning of the lease. Renters do not agree with the charges assessed for more than minor touch up painting.

  Business response

  10/19/2022

  Hello, 
  
  
  We are sorry for your experience regarding the security deposit return. I do see that you have submitted an official dispute through our website and one of our property managers will respond with details and context for all charges outlined in your dispute. We will be able to provide detailed invoices as well as an in depth move out inspection with photos detailing the condition of the unit that was returned. Of course, if you have any time stamped photos showing the damages existed before your move in, we will be happy to remove the charges.  I apologize for your experience with this but I am excited that we will be able to get this resolved.
  
  
  Thank you,

  Customer response

  10/26/2022

  Hello there, I missed the deadline to accept/reject the company's response, but still wanted to respond. We do not accept their response or these excessive charges.
  

   

  The company has not responded to the dispute filed. The company is attempting to charge the former tenants for all repairs and updates, including a complete painting of the apartment, replacing a range bulb and caulking in the bathroom. One item simply says "threshold."  

   

  Many of these items are part of routine maintenance and should not be charged to tenants. Others were charged at very high rates, such as $1,375 to paint the apartment.  We would like the excess fees dismissed; the company can keep the security deposit but should not be seeking to profit from their former tenants, which include one current student and two recent graduates. 

   

  Photos that were taken upon move-in were submitted with the dispute sent to Four star realty.   

   

  Thank you for your time and assistance in this matter!

   

  Sincerely,

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

  Business response

  11/04/2022

  I understand you are unhappy with your experience; while this is not what we desire for any customer we do try and resolve any dispute amicably. Please reach out to me directly to try and resolve your concerns. ***************************, General Manager 

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