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:12/31/2024

  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.

  Frontier Property Management listed and rented out an uninhabitable unit according to ************************ standards. Right before the weather started to turn cold, they called to inform me that there was no gas meter at my unit and thus I had no access to heat in my apartment then tried to make it my responsibility to pay to have a gas meter installed. I was informed by ****** that they were unable to install a meter because it is not my property and they needed to permission to inspect the unit before installation. Nothing was getting fixed and I contacted the health department who served them a violation for not meeting basic living condition standards. No tenant should be responsible for getting access to heat, especially in ******** where the temperature can easily dip below into the negative degrees. Additionally, they have made minimal effort to resolve the cockroach infestation or any structural fixes such as replacing the missing glass in the bathroom window that was there upon my move-in. These issues should've been resolved before I moved in. Frontier Property Management makes no effort to improve the conditions of their units putting their tenants in danger.

  Business Response

  Date: 01/02/2025

  The allegation is inaccurate. We did receive a violation from the county that I will attach that gave us 15 days to correct the issue. We did correct the issue to the county's satisfaction, (I will attach the screenshot of that email as well). However, it appears the ****** moved out before the 15 day window expired. She did not tell us she planned to move out and only notified us that she did when we sent out notice that her unit would be visited 48 hours later on an unrelated matter. All of her maintenance requests were responded to. I have attached the full text thread history that will reflect the other multiple times that we thought we had the gas meter issue resolved with her including her sending us her account # to show gas service was actived in her name. I am also responding to the ****** directly with the following email:

  *******,
  We completely and fully deny your allegation that Frontier rented you this unit with the knowledge that the gas meter was missing and/or causing the unit to not have a heat source. Missing gas meters is not something we see on a regular basis (less than once annually) and therefore not something we check for between ******s. We started management of this property 02/24/23 when it changed ownership to the current owner. Your unit was occupied by a ****** when we took over and you were the first ****** we placed at this unit. Because the unit was vacant during the summer and the furnace is the only appliance running on gas there, it did not come to our attention that there was not a functional heat source.
  I did not believe your unit was all electric as you state a maintenance person told you as I would have never instructed you to put the ******** account in your own name. There are units on this property that only use electric but your building is not one of them.
  We are regretful that all of our prior attempts to resolve this issue did not. We truly thought after each contact with you about this issue that it had been successfully resolved because we did not hear back otherwise.  At no point did Ameren or anyone else tell or suggest to us they would be unwilling to install a gas meter at your unit without first obtaining a tag/permit from the county until we received a call from *** ******* with Boone County Resource Mgmt. Once we received the call, I informed him we thought this was resolved months ago and then asked what are the steps needed to resolve this and were informed about needing to reach out to the county first to obtain a tag. We promptly brought space heaters to your unit to keep your unit warm while we scheduled with the county at the earliest time they had available.
  We did resolve the issue to the satisfaction of the county within their allotted 15 day period and notified you and the county that the final step would be to contact ******** to initiate service in your own account per our lease agreement. Since you have notified us you have vacated, we have contacted ******** to start service and have the gas service meter installed and heat fully functional.
  Despite our best efforts, it does appear you vacated the unit without letting us know of your intention to do so until we sent notice that every unit at the property would be inspected. We do require 30 days notice to vacate without penalty and our lease also provides for early termination fees of forfeit of the deposit plus a two month rent penalty. We are willing to waive the 2 month penalty and lack of 30 day notice, totaling $2175 as a concession. 

• Initial Complaint

  Date:12/04/2024

  Type:Service or Repair 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.

  I have been dealing with my sewer backed up for almost a month now this is the 3rd time this has happened and I been here since April of 2023. NOW ITS REALLY BAS ITS A HEALTH HAZARD I HAVE P*** AND PEE ALL OVER MY BASEMENT OT HAS ACCUMULATED A MILLION KNATS NO ONE HAS YET TO COME. I have had the city of ********** to come out and inspect and its definitely a living hazard I have ask them to move me into another property but they told me I had to do the process over which I did and was denied for Whatever reason when i was already approved for the house Im currently living in true enough I have been late only because these people will not fix anything and they will charge you saying maintenance showed up and no one never came I even looked on indeed and seen they were hiring maintenance I also know someone me that works for the company saying this is a big scam Now I cant even move because they have stuff in my credit and Im currently still living here

  Business Response

  Date: 12/04/2024

  Hello, thank you for your message we have searched for a ******* ****** & **** *** in our system, and we do not see anyone by that name is there a different name or address your home would be under so that we can further assist you?

  Customer Answer

  Date: 12/18/2024

  This complaint has been resolved.

• Initial Complaint

  Date:10/23/2024

  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.

  I have not been getting heat in my apartment. The H3234333535343433**35H says they won&#**;t turn on radiator heaters until the weather gets colder, but It is freezing in my apartment at night . I also have black mole in the ceiling of my bathroom, which they have known since over a year, my stove only has one burner that works, my refrigerator is old that it leaks badly and bug issues (fleas, roaches and ants). I have tried to spray my building at my own expense. There is poor water pressure in the building and it takes ***** minutes for the water to heat up. Now they are wanting us to pay for water, gas and sewer after my lease was renewed, which I have not signed. There is also standing water in the basement of the building, there are holes in some of the floors and walls.

  Business Response

  Date: 11/04/2024

  Hello. As for a follow up on complaint ID: ******** I am the Vice President of Frontier Property Mang. I have done an investigation into this matter Had have done a follow up with the heating as the apartment building has a boiler system and every fall it is taken down for routine Maintenace before it gets cooler temps. The boiler Has been back up and running since Oct.22nd. The boiler only controls the heat to the building. Hot water runs off Water heaters themselves and the lines from the water heater to the apartment may take a few minutes to heat up because they are in the basement of the building and has to travel to the 2nd floor where tenets apartment is. We have not received any complaints from any tenets about water pressure to the complex. The black mold was on a ceiling tile on a drop ceiling was replaced. The stove has been repaired but one burner. We are currently waiting for a part to repair it, and the ***** is aware of this. The refrigerator has been checked into as well and repairs have been made. The only standing water in the basement spoken as of is around the sump pump that sits in a drain of the floor of the basement. as for holes in the walls are from were old lines ran through and are internal walls not outer walls. As for the utility's ***** was explain to that all utilities are shared and will have to be charged back for their portion. ***** also took Initiative to spray for bugs as nothing has been communicated to Frontier there was a problem. I have also pulled a work order history summery on this ***** and has no record of any Maintenance work orders submitted on any of these issues in their portal that we use for work orders and communication as well and if we do get workorders for maintenance request we do respond in a timely manner.

• Initial Complaint

  Date:08/28/2024

  Type:Service or Repair 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.

  The sewer drain has been stopped up at my building at Northbrook Apartments
  105-185 *************, Florissant, MO 63031 for 4 days, f**** & tissue is in the basement, I have contacted the property management several times, each time I talk to them I am told that they will get to it but nothing has been done as of today.

  Customer Answer

  Date: 08/30/2024

  My issue has been resolved by the company. 

• Initial Complaint

  Date:07/11/2024

  Type:Product 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.

  On July the 6 th 2024. I submitted an application to rent an apartment . Application fee was *****. Did not hear from them untill today July 10. And the sent me a text message saying my application was not competitive with the other applications. No phone call or nothing did not even get to look at the place. Yes my credit is not so good. I am working on it. But how can they just take your money and not give you a chance to even rent a place. How can someone find a place to rent with businesses discriminating against you for credit.

  Business Response

  Date: 07/18/2024

  Our application fee is nonrefundable and is stated as such.All criteria are clearly listed in the ads for our units. Applicant was not denied, and may be approved for other units with additional deposit and/or cosigner.

• Initial Complaint

  Date:11/08/2023

  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 moved in last year around September, october and been having a bug issue every since i moved in . Told management multiple times even asked to switch untis they came and sprayed once or twice after three months of being here and was still notified that the bug issue did not get resolved. I have baby bugs to big bugs coming into rooms , kitchen, bathroom tub and nothing has been done. Also on top of the repairs that was suppose to been made at the beginning of me moving in. Now its a year later still dealing with bugs and they are now moving rent to $940 without any repairs or fixing the bug isshe within the building & was now told the bug issue is on me . After already spending over $100 on spray , plug ins & bombs. I reached out to my lawyer and informed them that i woild so i can see what is the law regarding pest in an apartment/townhome and now im being discrimminate against and they canceled my lease

  Business Response

  Date: 11/09/2023

  On December 1st, 2022, ****** Alton came into the leasing office to sign her lease agreement and addendums including a Pest Addendum that says the tenant is responsible for pest control, which she signed and dated (see attachment). Her unit was inspected and passed for health and safety concerns, which includes pests, by a St. Louis County inspector. Shortly after her move in, she called and complained about seeing a bug inside her unit. To be on the safe side, corporate sent out a pest control company on December 21st, 2022 (see attachment) to spray. They reported back that they see no pests or evidence of pests.  
  
  ****** Alton then contacted the office again in March of 2023 to report she had seen another bug in her unit. Corporate then sent the same pest control company back out on March 21st, 2023 (see attachment) to spray all four units in the building. The pest control company came back with the exact same findings as the first time, no pests or evidence of pests. 
  
  Regarding the maintenance she mentioned and pictures she provided. On November 6th she complained that the vinyl flooring was coming up around her tub in her bathroom and she wanted her unit sprayed again. I told her that I could put in a maintenance request to get this repaired promptly. I also informed her that we will not be spraying her unit again. That it was her responsibility. I also informed her that there was no way we could keep every single bug out and that occasionally one might get in. She responded back saying pest control should not be a tenant's job when she is not staying in a house. She then said she was contacting her lawyer. I responded back to that e-mail that since she was contacting her attorney, we could no longer speak. She then sent a response to that e-mail the same day saying the addendum is not valid and there are reviews about bugs in our buildings. I checked Google reviews and there were two new Google reviews less than an hour prior to her e-mail. One review has the same last name as hers, and neither are from anyone that has lived here.  
  
  Her current lease agreement ends on November 30th, 2023. The new owners decided to not renew her lease; it is not illegal to do so if she’s been given 30 days’ notice. 

• Initial Complaint

  Date:10/13/2023

  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 just moved here They told me they would clean it and I took there word for it but when I moved in it was so dirty and they apologized repeatedly. So I went to City hall and asked them how they even got passed in their inspection. I have emails and pictures to prove my case. The lady pulled it up and confirmed that the apartment I am in did not pass inspection. She told me Apt K passed inspection but not A which is the Apt I stay in.   ********* Wells manages the property.  He told me that he did his own inspection not city's halls inspection.  Mold and the hand rail is broken which is not even safe. The fridge has bugs and it doesn't get cold. I had a leak and problems before I even moved in. They fixed the toilet but refused to give me a new refrigerator. I pay over  1100 dollars is my rent and they refuse to clean and replace my refrigerator. They are unprofessional and are violating many move in standards. I feel they are doing illegal things. ******** and ****** at City Hall told me they should not have passed inspection. I have proof that the apartment failed inspection before I also have recordings that show it failed. We all have bad allergies and trouble breathing because of how unclean the apartment is.

  Business Response

  Date: 10/13/2023

  The unit was cleaned prior to ****** moving in but the cleaner did miss the oven and the basement and we had to send them back to clean the missed items. The unit 2201 Woodson Rd A (South) passed inspection on 9/7/23. ****** refuses to believe that the inspection passed and called the city hall multiple times saying that it did not pass when it did. She called so many times that the inspector actually did come by a second time just to make sure that it should have passed and it still passed per the inspector. The unit has no mold in it and the inspector confirmed this. ****** unplugged the refrigerator after moving in we can not control if fruit flies or flies get in your refrigerator during your tenancy due to your action of unplugging the unit. ********* did not lie, he does meet the inspector at the inspections in order for the inspector to gain access. We meet all inspectors during the inspections at all of our properties. We did have a sink leak and have sent maintenance out to resolve that issue and sending maintenance out for the freezer not keeping proper temperature which was just reported by the tenant yesterday on 10/12/23. There is a work order in for her freezer that we were just notified of yesterday that it was not keeping property temperature.

  ****** also has a lease violation for failure to obtain an occupancy permit which is required and if the tenant does not receive her occupancy permit she will be charged for court costs and fines.

• Initial Complaint

  Date:09/07/2023

  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.

  Moved out of my apartment on July 31, 2023 at the end of my lease. Today I received the security deposit report and can't believe what I am being charged for things. First of all, $200 for carpet cleaning, that based on what I can find I should not be charged for as it is routine carpet cleaning that would be required between tenants anyways. Also, it is stated that the microwave was dirty, which it was when I moved in but that it is a $40 charge for that which I find outrageous. Next, they mention stickers left on a window, they are the window stickers for a holiday and that is $25 to remove the couple that were there. The bathtub being dirty is something that was sent to them on my move in inspection that I should not have been charged for as it was stains that could not be removed upon my moving in. My biggest issue is the amounts that are seen as feasible for the things they are claiming. Not only was a significant problem of the shower leaking water off the side due to poor installation not addressed when I first started living there, but the upkeep of the tenants around me was not held to any type of standard, including but not limited to allowing a broke down vehicle to remain in the same parking spot crooked so it was hard to park in the spot next to it, as well as large amounts of cigarette butts on the ground outside of the apartment below mine that were clearly being smoked in a walkway and that was never addressed. So many things wrong with Frontier Property Management.

  Business Response

  Date: 09/19/2023

  We spoke to the tenant and agreed to refund an additional $150 from her deposit.

  We have settled the disputed.
  

• Initial Complaint

  Date:07/11/2023

  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.

  When we moved out we had the management inspect our apartment to determine the deposit refund amount. We moved out June 1st and June 1st we had the inspection done which we were present for. While we were there she never mentioned anything they would be withdrawing money from our deposit for so we were under the impression we would get the full amount back. June 2nd we received a receipt by email saying what we would get back and what they kept money for. They kept $40 for drip pans which is fine but she failed to mention that when we were there at the inspection. Which we were present for the inspection for a reason, for her to tell us if they were keeping any money. Then I mentioned to the property manager twice about when we would possibly receive the refund because we were struggling financially and really needed it. She mentioned they had 30 days to do so. I’m fully aware they aren’t obligated to send it out just because we ask but they waited till june 29th to finally initiate the payment to us, in my opinion it seemed as they just waited till the last day just to be petty. My girlfriends portion of the deposit was direct deposit which she got July 6th and my portion was sent in the mail as a check for some reason. When we finally got the check on july 4th it turned out the management didn’t even sign the check so now we are 2 weeks out from the initiation of the payment and still have not been able to deposit the check. I’m very upset with the way their management has handled the situation. I emailed them explaining what had happened and no one has even bothered to apologize for anything.

  Business Response

  Date: 07/24/2023

  Deposit was refunded within clearly stated window of time. We are sorry for the inconvenience!

• Initial Complaint

  Date:05/31/2023

  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.

  Company refuses to fix safety and health concerns in unit. Floors are falling apart and they will not repair. Random pieces of sharp, rusted metal they will not remove. Reported leaky pipes and mold and they will not repair. Reported safety concerns regarding doors not closing or locking and they will not fix.

  Business Response

  Date: 06/05/2023

  We have been in communication with this resident about the issues she has reported. Floors are not falling apart, it's just an older building so the floors are not perfect. See attached photo #1 provided by tenant. We do not see any needed floor repairs. The "sharp metal" is an old lock on the bathroom door because this is an older building. See attached photo #2. Front door does both close and lock. See attached photo #3. We do plan to remove the bathroom lock and add a strike plate to the front door. Tenant has been notified of our intent to fix these items during the upcoming week. Any mildew previously reported by the tenant has been treated and no new issues have been reported. We have not been able to locate any leaking pipes.