ComplaintsforFour Star Realty & Property Management, Inc.

• Initial Complaint

  09/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Four Star Realty changed their payment acceptance policy without communicating the information. When we tried to pay rent the system kicked back the payment. When we tried to communicate with ******** Services we were put on hold. It was not until visiting their office in person that we were told they only took bank drafts and their policy changed a few days prior to the rent due. By the time the *** drafts were set up and verified, there was a past due amount posted on our account. The Lease states that we can pay by debit or credit card. In July, we successfully paid by debit card. The office never sent any information about the change in policy and there is no message posted in ********* that the payment policy changed. We are requesting that the $273 late fee be removed. The rent has been paid. The change in policy, Four Star's slowness in verifying the *** setup, and the Labor Day holiday contributed to a late payment but none of these factors justify the late fee.Upon move in August 15, 2022, there was a broken dishwasher, broken back door, and a broken bedroom door handle that locks occupant in bedroom if closed. Attached are maintenance requests submitted to fix these issues. The dishwasher was fixed 9/1/22 as was the back door. The bedroom door has not been fixed.

  Business response

  09/08/2022

  Hello, 
  
  
  Credit card payment methods were disabled on Wednesday 8/31/2022; after your rent was due on Thursday 8/25/2022. Payments received on the rent due date were processed as usual. Initial notification of this change was provided in the form of a banner on your portal followed by subsequent emails. This payment method was disabled to prevent our customers from experiencing exorbitantly high fees that were being charged by our payment processor. If you started the *** bank verification process or made an effort to mail/drop off payment to our office within a reasonable amount of time from your rent due date, we would be happy to discuss potentially reducing or removing your late fee(s). We kindly request that you contact us at ************************************************* or at ************** to discuss further.
  
  
  Maintenance requests are still a work in progress, and are not related to the processing of late fees/payment methods. If you inquire to our property management team, we are happy to provide any maintenance updates where available as well.

  Customer response

  09/08/2022

   
  Complaint: 17922943
  
  

  Please provide evidence of the email correspondence sent regarding payment method changes that are outlined in the lease.  There is not a notification banner on the ********* site and none of the renters or guarantors received emails.  My self and other guarantors on the lease have attempted to contact ******** Services via telephone. We have either been put on hold for over 30 minutes or no one answers the phone.  At least one other parent has emailed residents services also with no response to a written request for waiving the late fee.

   

  Waiting on hold and never having my call answered has been very frustrating.  If you are willing to discuss the issue on the phone, my number is ************. 

   

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

  Business response

  09/16/2022

  We apologize again for any inconvenience incurred by the decision to disable credit card payments, and kindly reiterate that this occurred on 8/31/2022; which was six (6) days after your rent was due in. An effort on your part was needed to make payment by alternative means (ACH, cashier's check, money order, etc..) in a timely fashion upon realization that this payment method was not available. Feel free to reach out to us at ************************************************* or by phone ************** should you have additional questions, and our team would be more than happy to answer them.

  Customer response

  09/24/2022

   
  Complaint: 17922943
  
  I am rejecting this response because it is not true. An effort was made to pay via *** prior to 8/31/2022.  The process involved your company approving the *** setup and then a verification process that was delayed due to the labor day weekend. We have provided email correspondence and text messages verifying these attempts.  
  
  Sincerely,
  
  ***********************

  Customer response

  10/03/2022

  Dear BBB,

  Four Star Realty claims that notifications related to the payment plan outlined in the rental lease was communicated to residents prior to a system change August 31st. This is not true. No formal communication was sent to guarantors (not sent to renters) until September 9, 2022.  (See attached email).  The renters had attempted to make payments through RentCafe August 25, several times and received error messages that the payment could not be processed but were not told why they weren't processing. The renters tried to call ******** Services about the issue and then finally physically visited the office September 1st, at which time they were told that credit cards were no longer being accepted that ACH payments must be setup.  Each renter submitted the information for ACH payments through ********* which then needed to be verified by Four Star Realty.  The information was communicated to the renters on Friday before Labor Day. ACH payments were not verified by Four Star and banks due to holidays until later the following week.  Multiple attempts were made to communicate with ******** Services by renters and several guarantors regarding the rent and rent payments.  Phone calls were placed on hold for over 30 minutes before callers finally hung up due to other obligations.

  Given the lack of communication and system problems with payments and verifications, charging a late fee when all attempts were made to pay the rent on time as outlined in the Rental Lease, is not appropriate.  

  The business should communicate changes in the leasing agreement in a timely manner so that residents are able to pay rent on time.  Four Star Realty should also address rental maintenance messages, answer phone calls, and be transparent in their operations.

  Thank you for your attention to this matter.

   

  Business response

  10/18/2022

  Thank you for following up, and I apologize if you had trouble reaching our office. I know that situations like this are exacerbated when there is a lack of communication. While I believe payments could have been made more timely as two residents were able to pay on the 5th of the month, we will agree to waive this late fee. This is a one time good faith waiver of the late fee, should there be any late payments moving forward we do hope you understand the need for the late fees.
  
  
  Thank you,
  *******, General Manager

  Customer response

  10/20/2022

   
  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,
  
  ***********************

  Customer response

  02/01/2023

  Dear BBB,
  Is it possible to get a copy of a message from a previous complaint in which Four Star Realty agreed to remove a late fee? They still have not removed the late fee and I would like to forward the message to their office again. The complaint number is BBB: Complaint Management: ID #********.  Attached is a partial copy of the message form October 2022.
  Thank you,
  ***********************
  

  
  

  Business response

  02/02/2023

  ***, We have reviewed the prior correspondence and will be sure to follow up with our accounting team to ensure the previously promised credit is posted to your ledger in a timely fashion. Thank you, ****** - Four Star Administrator

   

   

  Customer response

  02/08/2023

   
  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

  08/24/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I moved into a unit with Four Star Realty on May 6, 2022. My neighbor immediately disclosed that the previous tenants in my unit had mice issues. It seemed fine until July 4, 2022 until I woke up to mice droppings on my kitchen counter and stovetop. I immediately called in for maintenance and in the meantime used peppermint essential oil I had on hand to keep them away. A week later they sent over pest control and they put up a type of bait that is supposed to make the mice claustrophobic to your space. I have never had to deal with mice so I was excited that my issue would be resolved. A week later they were still pooping on my kitchen counters and two weeks later on top of my bed and toddlers bed! For an entire month I dealt with mice pooping and urinating in my home, I finally did not feel safe in my home and slept at a friends house about 45 minutes away from July 30th until present, August 23, 2022. The pest control came out a total of three times and did the exact same thing. They even stated that the mice didnt seem to be eating the bait. All the while I have a toddler in the home and am concerned for our health, as mice droppings are toxic. The pest control also told my property manager that my unit was still habitable even though mice were pooping where we **************. I demanded they break my lease as I did not feel safe in my own home. As a single mama, I am now trying to figure out how to pay for a new place (deposit and rent) while still paying Four Star for a 30 day notice and one month of rent. After reading several reviews about this business, I know I will not get my security deposit back. Please help me get out of here without paying this business what they are responsible for and keep them accountable!

  Business response

  09/01/2022

  Hi ****** - thanks for sharing your experience. That is obviously not how we want to start off your lease. That being said, we do have a pest control vendor actively working to alleviate the issue in your unit. It is our understanding that the issue has come to a close and the pests of been eradicated from your unit.  If this is not the case please contact our office immediately and we will reach back out to pest control. In regards to breaking your lease, please keep in mind we are a third party management company and not the Owner of this property whose ultimate decision it is.  Please feel free to reach out to me directly (at *****************************************) with any further issues and questions. 

• Initial Complaint

  08/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When I moved into this apartment there were cigarette buds everywhere, the apartment smelt like cigarettes and cat pee, dust everywhere, crumbs on the carpet, the fan was hanging by a few chords and was not mounted to the ceiling, the toilet wasn't mounted to the floor, parts of the ceiling were squishy which felt like mold, ceiling had major cracking, half of the fuses were out, and the oven pilot lights were out. Four star "fixed it" however, the apartment still smelt like smoke a few days later, many things remained dirty, and the pilot light went out after every use of the stove. The apartment would reek of gasoline if I didn't relite the pilot light daily which I brought up to admin but all they said was to relite the pilot light. Within a month all the sinks, toilet, and shower flooded. This would happen frequently and I would continue to get charged to fix it. They even tried saying the reason for clogging was "tampons" and I haven't use them in years and almost had to get a doctors note because the charge stuck for 7 months. There is no way this apartment would pass an inspection. I left the apartment looking spotless. They charged me a painting fee and cleaning fee on the day I moved out, before the receipts were even made. They also held me responsible for repairing the bathroom vent. I also broke my lease on 5/14/22 and signed a rerental agreement. The agreement states that the agent will market the property which I paid an $850 re-leasing fee for. I gave my notice on 4/4/22 and it took more than 2 weeks to get this agreement executed because of the agents lack of urgency. I never saw any marketing and when I brought this up to Four Star, they never answered my emails but I talked to 3 seperate employees over the phone who said a new lease was signed and I won't be responsible. 2 months later I received an email that I owe $1348.00 after my deposit however, their accountant "messed up" and now I owe $728. I will attach photos and email threads.

  Business response

  08/04/2022

  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 move in process and the charges associated with your move out. 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. ******************* - Senior Property Manager

• Initial Complaint

  08/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  During the lease year of August 2021-August 2022, The Villas (managed by Four Star Realty) has had repeated instances of bad faith management and deception regarding clauses in the lease. Starting with the purchase of the property in October 2021, there is & was a lack of communication between management and residents regarding a price increase in rent, the parking lot changing it's boundaries, and the security of the complex. A few months later, we were told a gate would be installed, security would patrol our lot nightly, and cars parked illegally would be towed. None of those policies were followed through with, as the gate remains an issue, cars are consistently broken into in the lot (with management providing no solution & refusing to let residents view parking lot cameras), and there was a one time towing event, with it never occurring again. This has all come to a head in July 2022, as the complex is charging a $174 fee for renter's insurance, something a complex does not usually provide. Along with this, they are moving residents aged 30 or older into student apartments without the consent of current residents , causing distress for a number of the underage students living at the complex. I would like the BBB's help in breaking my lease, and making sure that this company, and by proxy the Villas, is held accountable. Thank you.

  Business response

  08/05/2022

  Hi ****,
  
  We did not raise anyone's rate, and have abided by the terms of the lease agreement between you and prior management, The Assembly. Rates went up for residents who chose to renew their leases beginning in August 2022. We also chose to include a $174 renter's legal liability fee, as is standard with all leases at Four Star. You certainly did not have to renew your lease if you did not agree to the rate increase or the renter's insurance fee; both of which are listed on page one of your lease.
   
  We hired security beginning in December of ****************************************************** April. At any point, if the gate was inoperable for an extended period of time, we also hired additional security. We have towed many people for parking illegally, including your vehicle, which was parked in a fire lane.  
  
  On May 20th, you sent the Community Manager an email stating that you would like to cancel your lease, and said "The Villas has been great so far, and the best place I've lived in Denver, so no ill will about the complex, just a job that requires a move!".
  
  Unfortunately, we are unable to refund any payments you have made, as you have a legally binding lease. You are welcome to pay a lease break fee along with a 60 day notice, or you may find someone to take over your lease.
  
  Have a great day, *****

• Initial Complaint

  07/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  March 2021 we rented apartment for daughter, a student. We asked for unit, #***. We were told current renters needed to be called to see if they were staying. After they were contacted to confirm their intent, we were told we could rent unit ***. Our move in date, 8/8/2021. On October 27th at 5:11 pm, my daughter was sent an email from property manager notifying her that her apartment would be leased to new tenants. She had 3 days to respond. Busy with school, she overlooked email. The email was NOT sent to me despite the fact that i am the lease guarantor. ALL other emails about the apartment are sent to both my daughter's and my email. ALL other emails after that one are sent to both email addresses. I have always been the one speaking with leasing agent regarding the apt. On 3/2022 we contacted office to renew lease. We were told the unit had been rented 11/2021. NO ONE directly contacted me, my daughter, or her roomate personally to confirm intent. Yet in March 2021 when we inquired about unit ***, we were told by leasing agent that he needed to call the tenants to confirm their intent. Why were we not afforded the same courtesy?PARENTS BEWARE-It does state in lease that renewal deadline is OCTOBER. That is 1 MONTH after MOVE IN. I have over 25 emails from 8/8/2021 to 11/18/2021 between myself & rental agent. I asked about auto pay and rent cafe, parking pass, & other "NEW tenant" questions. NOT ONCE did leasing agent inform about renewal. WHY? This could have easily been communicated. We are forced to lease a different unit for 2022. Despite being a part of the "community" for past year, we have to re-pay deposits & fees like a new tenant. The apt. we must move out of is clean & damage free, but we are told we will lose existing deposit for hidden "fees." Forcing good tenants to "move" to collect more in deposits & fees is wrong. These predatory tactics employed by Four Star against college students and parents are discriminatory and must stop.

  Business response

  07/30/2022

  *****,
  
  
  First and foremost I am pleased that your daughter has decided to lease with Four Star for another lease term.
  
  
  You are correct that our lease does state that an apartment will go on notice automatically if a renewal is not signed within a particular window. Many management companies operate on a 12 month fixed lease term and build automatic notice into their lease similar to us. Please note that pre-leasing for the following year does start in the Fall. This is the norm for the ******* Area, not just Four Star. 
  
  
  In regards to educating tenants about the renewal process we have changed our approach throughout the years. This year we put an emphasis on hosting resident events during which office team members cleared their schedules so residents could speak with our team about the renewal process. During the events we had free food like Bird Call, Kona Ice Cups, and Donuts available to residents. Many residents showed up to these events and inquired further about the renewal process. In doing so, we've found that our renewal percentage for the community increased dramatically. In fact, after attending the renewal event several individuals signed a renewal.  As your daughter was the leaseholder and actively living in the community we did not feel it was beneficial to extend the invitation to guarantors.
  
  
  Yes, you are absolutely correct moving is expensive which is a point we emphasize to individuals who are on the fence about moving or transferring units. Renewing is no doubt a financial savings to not just the tenant but ownership as well! In regards to the security deposit reconciliation process we chargeback costs that are incurred to our company for hiring vendors to make units move in ready for the next tenant. The vendors are hired if an apartment is left in anything less than move-in ready condition.  The lease outlines known charge backs to the tenants. For example, every apartment is rekeyed after a tenant moves out. The lease states that tenants will be charged back for this service. Expenses that arise outside of what is outlined in the lease is a result of a resident damaging the unit due to their actions.
  
  
  Thank you for taking the time to share with us your feedback. As we head into another busy pre-leasing season in just a few short months your words will be reviewed so we can ensure we are providing the best customer service possible. We truly appreciate your daughter continuing her residency with us and look forward to a great year. Should you wish to discuss this matter further please feel free to reach out to our office directly.
  .

• Initial Complaint

  07/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Charged an application fee and then required fees that were not disclosed that increased the rent. Would not give back the application fee.

  Business response

  07/12/2022

  ****** the information regarding pricing is readily available for research through our website, and the quote sheet is available to view prior to starting the application process. The unit was not misrepresented.  Our application fees are non-refundable because this is how we recoup the costs of processing a background and credit check. We apologize for any confusion; however, we are maintaining our policy on not refunding the application fee. 

  Customer response

  07/12/2022

   
  Complaint: 17550906
  
  I am rejecting this response because: business misrepresented the hidden required fees. This was given after the application fee was paid for. If this information was given before I would not have continued. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  06/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife has emailed them about the illegal towing that been happening every night in my complex but that has nothing to do with this. My mother and father in law just came to visit their new grandson at 5pm for 30 minutes and their car got towed. Theres no guest parking. So youre telling me that my elderly mother and father in law have to *********** down the street and walk? Lets hope they have enough money to get it out! This is crazy and I hope these scumbags pay me back every cent.

  Business response

  07/05/2022

  Dear *******,
  
  
  Unfortunately, the lease and the signs posted on the property do clearly indicate that vehicles without parking passes visible will be towed at the owner's expense.  The property does not have any guest parking in an effort to ensure that all tenants have parking available for their vehicles as there are limited parking spaces on the property compared to the number of beds.  If a vehicle is towed and it is an extenuating circumstance, and the vehicle has not been recovered yet, we can attempt to contact the towing company ownership and request a leniency as a courtesy if it is a first time offense.  We do have very little control over the tow service as they are a third party company that is granted to tow at the property for parking offenses at their discretion and patrol schedule.
  
  
  Please contact us if you would like to discuss this further so that we can work with you to resolve this issue, sincerely,
  
  
  ************************
  
  

• Initial Complaint

  05/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Before signing a contract on the space we noticed damage due to leaking from the ceiling. So in our contract we asked for the sewer leak to be fixed before occupation. As you can see in the images below we did extensive renovations to the space after we occupied it. During construction and after we opened we continued to have sewer leakage from the apartments above. After we contacted Four Star many times about the ongoing problem, it still was not resolved after 5 months. We had extensive losses to our inventory and profits. By being open we would risk contamination to our consumable products. We were also gravely concerned about the potential mold growth. Not only did they neglect to fix the issue, they did not fix the heater or the swamp cooler, but they asked our store manager to come down to their office to sign their i-pad for a new parking spot, in which they used her signature in a addendum to our contract regarding the parking space; an obviously fraudulent maneuver as she is not a co-signer on our contract. Due to these events we made the extremely difficult decision to pull out of space October 31, 2021. We suffered damages in excess of $68,000 for lost income, destruction of its inventory, renovation costs. This total does not include the irreparable harm to Homsteds brand. Shortly after we left, with the involvement of our lawyer, we reached out to the landlord to resolve this matter without litigation and asked for $68,662. Ellwood Rentals did not show ** in your data base so I filed this against Four Star.

  Business response

  05/31/2022

  Thank you for the feedback regarding Ellwood Rentals; Four Star Realty will cooperate, to the extent possible, with any requested information. Regards

  Customer response

  06/04/2022

   
  Complaint: 17218418
  
  I am rejecting this response because it does not solve the issue.  Are you willing to refund the amount?

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

  Business response

  06/15/2022

  Four Star no longer manages the property as of January 2022 thus we are not authorized to issue any refunds at this time. Four Star is available to cooperate in providing information to Ellwood Properties to resolve this matter.

• Initial Complaint

  05/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have two complaints 1) My range was broken from Oct2021 until 12 May 2022. I was charged for the stove on 06 Mar 2022 for $1550. The broken range was replaced on 20 Jan 2022 but installed w/o a permit by an unlicensed electrician. A licensed electrician correctly wired the unit yesterday and the unit started working.2) Two years ago I informed the Property Management Company of rotting wood on the back of the house that extended into the house. After dealing with a constant cough I tested for and discovered mold. On 11 April 2022 Mold remediation began which required removing both the interior and exterior walls on a large portion of the second floor. This process exposed not only a large amount of mold but also structural rot that extended thru the foundation. While Four Star used a licensed company for the mold remediation they used a painting company to make substandard repairs to the interior and exterior of the house. The interior repairs were never completed and the exterior repairs caused flooding after it rained on ***** May 2022. This resulted in a tarp being nailed to the roof (To prevent flooding), the Installation of Industrial Fans, and a Dehumidifier in our bedroom that operated at over 85 decibels. Mold remediation began again on 10 May 2022. The company removed the recently reinstalled new siding, insulation, and gutter. Removal of the gutter exposed additional rot along the roofline.I have had to live in a mold-infested/rotting home for over two years which made me sick. From Late October of 2021 until yesterday (12 May 2022) I was unable to **** a complete meal or make a well-rounded, time-efficient, healthy weekly meal plan.For the last month, I have been unable to use my home due to Mold Mitigation, Construction, Painting, further mold mitigation, and now the prospect of roofing repairs and preparing the exterior of the house.Four Star acts like these conditions are normal. I request equal treatment for loss of usage as the *** demands

  Business response

  05/24/2022

  Hello ******,  Thank you for working with us through this process of remediation and mitigation. I am happy that we were able to come to a resolution on this issue that was amicably resolved for all parties involved. 
  
  Thank you,
  Four Star Realty

• Initial Complaint

  03/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I moved in October 1st and my apartment was dirty. The maintenance guy doesnt want to fix my door. Ive asked them to fix it for six months now. I want to be free from my lease and be able to receive my security deposit. I feel mistreated and neglected. I pay over one thousand a month for rent and the owners son which is the maintenance guy lives across the street.

  Business response

  03/23/2022

  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 move in process. 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. ******************* - Senior Property Manager

*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. ↩