Complaints

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

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  Bill Stout Properties, Inc.

  522 W Ormsby Ave Louisville, KY 40203-3018

  
• 

  Bill Stout Properties, Inc.

  PO Box 3019 Louisville, KY 40201-3019

  

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:01/15/2025

  Type:Billing 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 business purposely attempts to export me for money I do not owe, penalty fines for late rent that was made on time in the manner they requested it be done, and adding an illegal fine called a moving fee. Collectively these amounts is clearly more than I would be able to pay as I'm sure was thier intent As moving fee isn't a real fee since never. The closest thing to that is a deposit and that's held in an escrow account plus I been living here so this very real amout of money on my account called a moving fee combined with the lie about me not paying my rent on time caused me to contact my Vetran affairs worker for which the response was unsatisfactory. These people brag about their connections in the court system and I see their everywhere set up to overwhelm the unaware . None of the less people should know to not give these people no benefit of the doubt document and save everything times two and a second party witness to the Same. It's a shame that's what it came to. I want written retraction of this false charges but the lie continues

  

  Business Response

  Date: 01/29/2025

  Hi ********,

  This is in response to your BBB complaint regarding an account balance owed for the property located at **** * *** ****** **** As of 1/29/25 your account balance is $0.00. We received your attached money order on or about 1/16/25 and it was processed the same day. 

  The $159 "moving fee" you are describing is not a recognizable charge on your account or in our system. What you may be referring to is your rent portion as per the attached **** document. This is your rent portion and the amount is $159.

  In the future, and to avoid delays in processing, you can hand deliver your rent portion to our office located at *** ** ****** if you are not doing this already. If you are using the mail to send checks, it is advisable to send the check several days before the rent due date in order of our office to receive the check. As you may be aware there are general delays in receiving mail from USPS, especially in light of recent weather events.

  In the event your rent portion is not received on the rent due date or before the grace period, you will continue to receive messages from our office regarding a past due balance. 

  Thank you,

  ***** *****

  Customer Answer

  Date: 01/30/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:07/26/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We’ve had issues with this leasing office the biggest thing is lack of communication. We put in a maintenance request last month due to our air conditioning unit. They sent someone out here and said the outside unit was dirty. That’s the last we heard from them. Since then it has gotten worse. Our apartment will not keep cool it stays anywhere from 75-80. The Ac unit is now leaking into our flooring causing our flooring to rot and turn black. We’ve continuously tried to reach out to them and haven’t heard anything. We have a 8 month old baby and these extreme heat isn’t good for her. Any time you call you’ll either be put on hold and nobody answers so the phone will disconnect. Then there’s been times I call and get no answer. It’s gotten outta control because as tenants their obligations is to fix certain things which is stated in our lease. The ac is their problem to fix yet we haven’t heard anything in a month and it’s gotten worse. It’s very frustrating considering the fact we pay 1,150 for rent and can’t even have cool air. We’ve also reached out to code enforcement due to the situation. When code enforcement came out here they also found other issues as well. None of our windows open their nailed shut. Our bedroom door is properly insulated so the hot air is blowing into our room from the outside which is insane. All around this property has a lot of work that needs to be done. You can tell where they’ve tried to fix it before and half ass done their job. I guarantee you without a doubt other people that have properties through them have other issues as well.

  

  Business Response

  Date: 08/02/2023

  Dear ******,
  We appreciate you bringing these issues to our attention. However, we must emphasize the importance of maintaining proper communication channels for future interactions.
  

  To ensure efficient communication, we provide you with the following options to reach our office:
  1. Our 24/7 Maintenance Call Center: ************ *** **
  2. For maintenance-related matters, kindly utilize our NEW Maintenance coordinator email: ******************************************
  3. We still encourage the use of our user-friendly online portal.
  4. For general rental assistance, our rental admin at ************ ext 222 or ********************************

  AC Leak: We are pleased to inform you that the AC leak has been successfully resolved. The issue was caused by a condensate line leak, and the licensed HVAC company replaced the pump to address the problem. Attached is the invoice, indicating that the property owner has legitimate costs incurred to rectify this issue.

  Floor Issue: A carpenter has been assigned to address the floor problem in your apartment. The property owner has approved the carpenter's bid of $2,200 to execute the necessary repairs. You should be contacted soon.

  AC Cooling: We understand your concerns about the AC unit not cooling sufficiently. However, it is essential to acknowledge that most AC systems are designed to maintain a temperature within 15-20 degrees of the outside temperature. Considering the recent extreme heat with consecutive days in the low to mid 90's, your system's performance aligns with the reported thermostat setting of 75-80 degrees.

  Insulation Issue: To address this matter promptly, we expect you to submit a service request. 

  We value your cooperation with our vendors in resolving these matters. We trust that the repairs carried out by the our office and the owner will significantly improve your stay. Should you have any further questions or concerns, please do not hesitate to reach out to us.
  

  Best regards,

  ***** ****** Agent

• Initial Complaint

  Date:05/31/2023

  Type:Billing 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.

  Neighbor stealing my electric and causing bill to go past $220 a month for a small 1 bedroom apartment. 2. Smells like mold and sewer and I’ve already contacted them and still no results 3 they never answer the phone 4. Nothing has been done about anything

  

  Business Response

  Date: 06/12/2023

  Dear ********

  In response to the following BBB complaint:

  "Neighbor stealing my electric and causing bill to go past $220 a month for a small 1 bedroom apartment. 2. Smells like mold and sewer and I’ve already contacted them and still no results 3 they never answer the phone 4. Nothing has been done about anything.

  1. With regard to your neighbor, we informed you to make a police report and furnish us a copy of the report. You did not submit a police report.

  2. High LG&E bill; you were asked to send your utility bills showing usage for the last several months. You sent a report showing the bills due but no usage. A review of the report sent reflects you may not be paying your full bill amount every month. Therefore you have a unpaid monthly balance that is building. You should check your account and make sure if your bill is on autopay that it is for the balance due and not a flat amount. Please send the bills showing usage as requested.

  3. We sent a vendor to investigate the smell, we are awaiting a report. 

  4. Your final complaint, "nothing has been done about anything" is not true. You have not provided the required information to help us assist you where we can. If you believe someone is stealing from you, then this is a matter between you and whomever you believe is stealing from you. Without a police report demonstrating this is being caused by one of our tenants we cannot assist you. The issue with the apartment having a bad smell is being investigated, a licensed contractor has already entered the cellar and is making a report. Once the report is received we will send to the property owner for approval.

  Thank you,

  
  
  

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

• Initial Complaint

  Date:05/03/2023

  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.

  5/2/23 I will not tolerate this behavior from a neighbor I feel threatened. I feel unsafe in my own home and something needs to be done about this Neighbor that I have been complaining about. Nothing is getting done if nothing gets done I’ll have to call my lawyer and I have video of him doing this to my truck and I will call the police.!! and he lets his dog roaming around without no leash on.

  

  Business Response

  Date: 05/15/2023

  This is not the appropriate place to report this type of complaint.  The complaint should be sent to ***********************************  

• Initial Complaint

  Date:08/23/2022

  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.

  I've been dealing with my apartment ac not working the way it once did for this whole summer and all I get is the run around. I noticed it wasn't cold like it once was in the beginning of the summer so I sent a maintenance request and they said if it's 100 outside it's only gonna cool it off 20 degree so basically it's ok to be 80 something and sweating in your house with the air on so they didn't asked if my vents were opened and turned the way they're supposed to so I can feel it and if I had changed my filter so after making sure that was all good It still didn't make a difference so they said they'll let the owner aware of the issue well didn't hear from them sent another request they sent best choice HVAC they came in looked at the unit inside and said something in there felt hot they went outside and said the unit outside needed to be cleaned so they cleaned it and said that should make a difference well that didn't work either so I sent another request they sent the HVAC people out again and he said it needed Freon well that didn't work reached out to the tech guy and sent them another email he said he was gonna stop by to check it out well the tech came back and said everything they put in there leaked out and it needed to be replaced. I sent another email and told them asked them if they're supposed to supply their tenants with a window unit until the situation gets resolved they said yes but since I already have one they usually don't issue another one I said what does what I have have to do with what you all supposed to do as a landlord I had to get this one on my own and it only cools off the living room not the whole apartment she said I sent them two different work orders to find out what's wrong I told her what the tech guy said and that I wasn't happy with how they were handling the situation and dragging their feet like it's nothing but I paid my rent on time never been late nor missed so I expect the same loyalty in return 3 days not a word.

  

  Business Response

  Date: 08/30/2022

  Dear ******,
  
  The HVAC issue is resolved as of 8/24/22. As we have made you aware, the following steps were taken to make this repair and restore your a/c:
  
  1. On 8/3/22, Best Choice HVAC was dispatched and found that the thermostat had been torn from the wall. That was repaired. They also pumped the unit with Freon. 
  
  2. On 8/4/22 the Freon leaked out causing the unit not to cool. This is because the evaporator coil in the system had gone bad. 
  
  3. Once it was found the evap coil had gone bad, an estimate was submitted and approved for a replacement Evap Coil. The part was ordered and did not arrive for installation until 8/23/22.
  
  4. On 8/24/22 the part was installed and your a/c restored.
  
  Thankyou,
  
  ***** ***** 
  Bill ***** Properties
  
  ***** ***** | REALTOR| BSP, INC

  Customer Answer

  Date: 09/02/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [
  
  I just wanted to say yes my air is finally working but I've been complaining about my air since June I have emails where I was going back and forth with I guess a maintenance guy there and basically he just kept brushing it off saying if it's this outside it will only be this in the house so on and so on and they didn't come out and complete the job until 8/24/2022 so actually that was 2 months later and they lied and said that my thermostat was ripped from the wall and they had to fix that I'm not sure if they're getting me mixed up with another resident but my thermostat has never been broken to even be fixed I never had a problem with my thermostat I'm not sure if the AC company told them that to get more money or what but nobody has ever came and fixed a broken thermostat in my apartment before ever... They never mentioned anything about my thermostat before not the AC company nor their maintenance people so I'm not sure why they even said that but the truth of the matter is my air has basically been a problem since the beginning of the summer and they didn't look into it until August so basically 2 months they were saying if it's 100 outside it'll only cool it off 20 degrees because I was saying it's 80 something in here so that's the response i was getting so yes I'm satisfied that it's finally working as of right now but not satisfied with how long it took the communication the lies about my thermostat being broken and fixed and the fact that they didn't think it was that important to them to see that their resident was satisfied and comfortable until the situation got resolved the basically just said be hot and wait and that's not the way you conduct good business I should have gotten a window unit despite the fact I had my own but it was their job to offer that and they didn't do I'm disappointed in their response and their actions on how important it was to them but I'm glad it's finally working as of right now. Claim #******** thanks for your time
  

  
  

  ]
  
  Regards,
  
  ****** *****