Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/19/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  11/13/2024 Received a statement from Five Star Property Management.Deposit and Credits Security Deposit $799.00 October Fiber optic internet Utility Fees Due Per Lease credit (10/22/24 - 10/31/24) $14.52 October Utility Fees Due Per Lease (10/22/24 - 10/31/24) $48.39 October Rent (10/22/24 - 10/31/24) $285.48 Painting Wear and Tear Credit $728.75 Maintenance Wear and Tear Credit $206.87 Cleaning Wear and Tear Credit $36.51 Tenant Overpay (9/25/24) $865.06 Total Deposits and Credits $2984.58 Deductions Maintenance Replace blinds (****** ****** #***) $340.00 Maintenance Painting labor and materials living room (****** ****** #***) $473.21 Maintenance Painting labor and materials kitchen (****** ****** #***) $567.86 Maintenance Painting labor and materials bathroom (************************* #***) $283.93 Maintenance Painting labor and materials hallway (************************* #***) $189.29 Maintenance Painting labor and materials left bedroom (****** ****** #***) $378.57 Maintenance Painting labor and materials middle bedroom (****** ****** #***) $378.57 Maintenance Painting labor and materials right bedroom (************************* #***) $378.57 Cleaning Final clean (Trail Creek Cleaning Services #****) $306.48 Total Deductions $3,296.48 Balance Due $ ****** I should not owe them any more than I have already given. On 5/2/2022 we dealt with a leak from the roof, this damaged our bed we just purchased that same year. This leak we dealt with several time during our stay. We had ants coming in the building. We made complaints of other tenants having parties nightly, we made a police report after nothing was done by the company.

  Business Response

  Date: 11/27/2024

  After the complaint submission, the resident reached out to us directly to request a review of their security deposit statement. We have completed our review of the resident's Security Deposit Review Request. After thoroughly investigating and carefully considering the provided documents, a reduction to the balance owed was offered. Following the balance reduction, an additional discount was offered to the resident, if the resident agreed to pay their outstanding balance due. All other charges were verified and a copy of the inspection report and supporting images were provided to the resident. After additional follow up attempts, following the initial response and offers sent to the resident on 11/20/2024, the resident has not responded to us. All maintenance requests received during their residency were addressed, escalated appropriately and resolved.

• Initial Complaint

  Date:09/04/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 15th, 2024 our lease ended with the rental we were renting from Five Star. We did all the cleaning, had the carpets professionally cleaned, and followed the move-out instructions. On August 13th, 2024 we received the Security Deposit Statement from Five Star. The statement showed Five Star was going to deduct $555.04 from our security deposit, most of this amount was to cover painting and cleaning expenses. This confused me, since we had only lived there for a year, and in my opinion, we had taken great care of our rental and had cleaned it thoroughly upon moved out. I called Five Star the next day and asked for an invoice of the charges they had made. Five Star sent me an email of the Vacant Inspection which included pictures of what needed to be painted/repaired. Several of the pictures showing what needed to be painted were of marks that I had reported in our Move-In Inspection. I had pictures to prove it. Other pictures Five Star had taken were of wear and tear that had probably been there for years. There was no way we had done that damage in only a year. Also on the Vacant Inspection, cleaning of the rental could be classified as "S" for "Satisfactory" or "D" for "Damaged or Dirty." Under the category of "Cleaning," Five Star had marked that our cleaning was "Satisfactory." However, Five Star was still going to charge us $108 for a final clean of the unit. I sent Five Star an email on August 14th explaining my concerns about the Security Deposit Statement. I followed all their instructions, addressing the issues I wanted them to reconsider, along with submitting pictures as evidence. I sent my email to three different email addresses which Five Star had given me. On August 22nd, 2024 I called Five Star, they didn't answer, and I resent my email since I had not heard anything. On August 30th, 2024 I called Five Star again and left a message. It is now September 4th, 2024 and I have still not received a response from Five Star.

  Business Response

  Date: 09/19/2024

  We have completed our review of the resident's Security Deposit Review Request. After thoroughly investigating and carefully considering the provided documents, we worked closely with the resident to reach a mutually agreeable settlement. As a result, an additional refund was issued to the resident. 

  Customer Answer

  Date: 09/19/2024

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

• Initial Complaint

  Date:06/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband and I rent a property managed by Five Star Property Management. On May 16, 2024 we reported a wet spot we had found in our living room carpet along with some water damage to the baseboards. Five Star sent a plumber to find out what the problem was. The plumber reported that the leak came from our AC unit. On May 23rd an RCH worker was sent to look at our **** system. He confirmed our AC was causing the leak and that in order to fix it, he would need to replace some parts of our **** system or the owner of our rental would need to get a new one entirely. Five Star told us we would need to wait for the owner to make a decision. We contacted Five Star a few times to see if the owner had made a decision about the **** system and each time they told us we would have to wait. On **** 11, 2024 Five Star informed us that the owner had made the decision to replace our **** system and that an RCH worker would contact us soon to schedule that service. Today is **** 17, 2024 and we have not been contacted by an RCH worker. I called Five Star today and informed them of this information and they told me we would have to continue to wait. This entire time, we have been living without AC in our house. It is **** and our house is almost always 80 degrees Fahrenheit. The leak and water damage has not been addressed since the plumber came and I am concerned there might be mold behind the wall in our living room. Five Star only tells us to wait and then nothing is done to resolve our problem.

• Initial Complaint

  Date:02/02/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company is a HUGE rip off, I wish I looked at their practices via BBB before I signed a contract with them. The other comments are correct they steal money from the renters via the security deposits. They took over half of our $2400 security deposit, charging for excessive cleaning (2 charges for cleaning and painting). I moved into a brand new rental property, this property had issues from day one. The site to pay the rent did not work, the dishwasher and garbage disposal did not work, the grass was not cut and with scorpions the land next to the home was really high, took them for weeks to cut . There were more issues with this property and the management company to even count. Move out ***** the property management says the house was trashed basically, I am not sure what she is looking at. She zooms in on scratches from normal wear and tear and the corners of the floor and blinds. They charged us for cleaning and deodorizing pick one we got the carpet professionally cleaned but we didn't do the pet cleaning (we will take that) but what is the other cleaning for? She wanted to charge for a air filter she couldn't find she had no clue where the hvac unit was, she did eventually refund that because I sent her receipts and told her where to look. We took pictures of the home after we moved everything and cleaned and it she expected the home to be brand-new so why does it say normal wear and tear???? The door on the outside was scratched from dog nails we accept that we didn't have the paint color but is it $1k worth of paint absolutely not. Just know that using this management company you will be losing some if not all of your security deposit, it is their way to scam you out of money. I have rented properties and rent my properties and never seen anything like this in my life. I will never use this property management company they running scams worldwide it seems. I have the pictures to back up the way the home looks when I moved.

  Business Response

  Date: 02/09/2024

  This complaint was filed in error against the wrong business. We are a property management company that offers rental homes in *********, ***** and are unaffiliated with any other management companies. 

• Initial Complaint

  Date:10/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I put a hold on a rental, when they denied my rental application they held my deposit a week. When the week was up they refunded the deposit, but turned right around and recharged the same amount canceling out the refund. When I called and asked why I was told they would find out and call back. They never did. I called my bank and they said it was recharged. Now they refuse to take me calls, refund my money, or return my emails.

  Business Response

  Date: 10/28/2023

  The customers assertion that they were charged a second time, effectively canceling their refund, is false. Their statement about calls and emails being refused is also false.  The customers desired settlement of a refund had already been processed and cleared before this complaint was filed.  Transaction history for this customer is attached, as well as bank verification of the refund.
  
  As the customer indicated, we were unable to approve their rental application, and therefore issued a refund of their balance once the payment had cleared the bank. (Their original application fee payments had previously been returned for insufficient funds).
  Our office notified the customer the refund was processed on Friday, 10/20.  Later that day,the customer reached out with a concern about a pending charge she was seeing on her online banking.  It is unclear why the customers bank screenshot temporarily showed a pending charge on the day we issued a refund, but this was not an actual charge, and it never cleared the bank.  The customer assumed this meant we were charging them again, but that was not the case.  As soon as the concern was brought to our attention, our office staff immediately looked into the concern with our payment processor, PayLease. We confirmed the customer was NOT charged a second time, and further confirmed the requested refund was processed and cleared our bank account.  The customer filed this complaint on the same day we processed the refund, 10/20/2023, and claims that we refused to take calls or return emails. This is not accurate.  Office staff have called and emailed the customer repeatedly, but the customer has not responded.  There were multiple phone calls back and forth with the customer on Friday, 10/20.  On Monday morning, 10/23, our office emailed the customer again, providing her with additional contact information for the payment processor and notifying her of the confirmation received for the refund processing.  After not hearing from the customer all day, our staff again emailed before the close of business,following up to see if she was still seeing a charge in her account or if the issue was resolved. 
  Our staff has further attempted to call and follow up multiple times throughout the last week and has received no response.We believe the reason she is not responding to us is that the phantom pending charge never materialized or posted, since it was never a real charge. 

• Initial Complaint

  Date:07/11/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Reaching Five Star via telephone is nearly impossible. I ignored this red flag and now its affecting my family and I significantly. Move in day (stressful and exhausting); the house was claimed to be move in ready as our lease terms stated. No fire alarms installed, bathroom fan hanging through the ceiling, outlets with wires sticking out. I have 3 young kids. House is a hot mess (wet carpet from cleaning, dog and cat hair, broken glass in drive way and many more issues.The dryer outlet was broken so we went without a dryer for a week. Their employee had the nerve to tell me to insert the plug with an great amount of force (safety issue). My wife and I are pretty sure 2 out of 3 of our kids contacted hand, foot, and mouth disease from this dirty house and the company continues to say the house was clean when they did no walk through with us.Since than, they have resolved some of the issues but will not compenseate my family and i for anything. At this point I would like to have the company pay for my family and I to move out but no one has assisted me with these issues. If you have kids, please do not rent from this unprofessional organization.

  Business Response

  Date: 07/16/2022

  As requested, our office contacted the customer and two members of our staff met with them at their place of residence.  The staff learned the customer had previously tried to call the office but we did not know this because we did not receive a voicemail message.  Our staff is often away from the office while out at a property, or busy helping other customers, and unfortunately, it is impossible to catch every phone call.  However, we always respond to voicemail and email messages. 

  
  Our staff walked through the property to make sure any concerns or issues the resident had were addressed. We were also able to issue them a billing credit. 

  
  During this time of high demand for construction services, many maintenance vendors are backlogged.  This proved to be the case with the electrician we had contacted to repair the bathroom ventilation fans and put cover plates over a couple of electrical boxes.  Our staff expected him to do this prior to the move-in date, and we sincerely apologize to the customer that it did not get done before move-in day.  As the customer indicated, these issues were resolved shortly after they moved in. 

  
  The home and the carpets were both professionally cleaned by reputable vendors prior to move-in.  Since the residents were concerned and it appears the cleaner may have missed some small things, including the driveway, we were able to issue the customer an account adjustment, as they requested. A few photo tours of the property showing its condition prior to move-in are included (one showing the referenced outlet box missing a cover plate, which was resolved). Please note the overall cleanliness and good condition of this updated rental property in the following links to the photo tours.
  https://portfolio.zinspector.com/report/media/p61mxYzNaw781LpyyunxgXbo3gBne4GV 
  https://portfolio.zinspector.com/report/media/Gen4KAk6gqXY1Q0lvHmBQXvL2aDmOPEQ 
  https://portfolio.zinspector.com/report/media/jNlAe54bq17MoQpyEtWzwrpk3aEWoxZY