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:12/18/2024

  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 lived at a rental house through this company for the last ****************************************** Feb 2024. This issue has been reported SEVERAL times. The company sent someone out one time to inspect the issue. Nothing has been done to fix the leak and each time it has rained, the leaking has gotten worse. The water is coming in from cracks in the foundation. I have lost several items from water damage that is not covered by renters insurance. I pay $1690 a month and have never been late. The company had us schedule a time for someone to come out. The first time nobody showed, or called to cancel. Today, 12/18, we had another time scheduled between 8-10. At 9:***************************** Leasing called to say their ************ had another appointment at 8 and wanted to reschedule for 2 PM. I have other things going on and can't reschedule. This is unexceptionable.

  

  Business Response

  Date: 01/22/2025

  Our lease and move in documents clearly state we cannot guarantee dry basements along with other disclosures.  Our team sealed cracks with drylock on basement inside and out, and on steps on 12/19/2024.  This issue has been resolved and completed.

• Initial Complaint

  Date:12/13/2024

  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 complaint is that I rent from them, my basement flooded, it&#**;s full of f**** and 45 days is way too long to have someone to fix this. I can&#**;t talk to anyone I have to text message them. I want to talk to someone about this. I want them to come and fix this.

  

  Business Response

  Date: 01/22/2025

  Our team takes maintenance issues very seriously.  In this case our manager did speak with the resident and sent technicians five times to address the issue.  The first three times the resident was a no show.  The fourth time the resident had not picked up his belongings so we could clean the area.  The fifth time our team removed his belongings and resolved the issue.  This issue is resolved and closed.  Thank you.

• Initial Complaint

  Date:12/03/2024

  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.

  Heating and cooling tank wasnt lit and them bottom started to over flow with water and waste since move in date there was a gulping sound as if something had been stuck in pipes maintenance came out just to heat the tank and left the water problem so I currently cant do anything that consist of water I used a vacuum mop to get water off floor

  

  Business Response

  Date: 12/03/2024

  Good morning.  Our team has dispatched our vendor to open the drain.  Our maintenance team has been trying to contact you to make sure someone is home; however, the phone number on file and on this complaint is disconnected.  Please text us at ************ to get this scheduled as our vendor is waiting.  Thank you.

• Initial Complaint

  Date:08/01/2024

  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.

  St. Louis Leasing Co. (Stl-leasing.com, ********************************************************************************************************************************) routinely ignored maintenance issues, including leaving the occupied property without hot water for over 40 days, without HVAC service for months, and, on a half dozen occasions, left sewage and human waste backing into the basement wholly unattended. There is no point of contact that is guaranteed, and they dont not make any concessions for violating their end of their own leasing agreement. Beyond this, they have sent unfit maintenance personal to make repairs that dont pass inspection and are unsafe. One such example is a pedestal sink that was not remounted, resulting in a perpetual heavy object falling hazard in the smallest room. They also repeatedly sent the same HVAC technician (with an completely unmarked van), despite my insistence that he broke the previous unit and couldnt answer basic questions. This technician even released an entire systems worth of refrigerant into the home with children present, then lied and said it was compressor oil (it was a gas, not a liquid). They are the quintessence of the term slumlord and will likely soon be sued into financial ruin. At this very moment, again, there is human waste covering the basement floor in an area as large as one of the bedrooms. I have proved only a small sample of the repair list (without the ridiculous detail of each) in the past 3 years. I would gladly provide more.

  

  Business Response

  Date: 08/08/2024

  Our records show our maintenance team has addressed each maintenance ticket submitted by ****************** within 72 hours.  Our vendors are licensed with St. Louis County.  There are no open issues.

• Initial Complaint

  Date:07/22/2024

  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.

  Signed a lease with St Louis leasing company for ******************* back on June 26th. My moving date was supposed to be today July 22nd. I called last week to verify that that is still the move-in date and to get some information on what other documents they need. They told me that it has not passed occupancy inspection. Which is crazy cuz they've had four weeks to get it done. This past Friday they notify me that occupancy inspection has passed but they're waiting on permits to be provided by the municipality for the work that was done? Which seems backwards. They wouldn't pass the occupancy inspection if the work was done without permits. So now I am no longer able to move in on the agreed-upon signed lease contract. They have breached the contract, messed up my moving date. I am going to be homeless in about 3 days if they don't get their s*** together! This company has terrible communication, poor organization, they're neglectful/irresponsible. They just need a whole management clean out and get some people in there that knows what they're doing and cares about the customer / tenant. They literally waited until I called a week before the scheduled move-in date to take care of the permit issue and the occupancy inspection. They still can't give me an answer as to when I can actually move in! I will give them until this Friday and after that I will be getting an attorney and filing a lawsuit because this is just ridiculous. I could have gone with another rental company and had none of these issues. Why sign a lease with a tenant if you know that the property is not ready? They advertise on the website move in ready homes. Pushing back my move-in date a week+ is not move in ready!

  

  Business Response

  Date: 07/29/2024

  Hi *******! Thank you for the feedback for your recent experience.We understand moving can sometimes be stressful and delays can occur.  The property was listed with an estimated available for move in  date of 7/22.  We do  inform all applicants the status of inspections prior to accepting a deposit and again discuss when provided a lease with an agreed upon estimated move in date.  Unfortunately, we did have some unexpected issues to resolve that were unrelated to current work being completed that caused the delay with the municipality being to schedule their inspection.  The leasing team was in regular contact with you to provide updates regarding permits being closed and the inspection being scheduled.  We were able to have the inspection passed by 7/23 and proceed with your move in. We apologize for the one day delay however, we must comply with municipal rules, laws, and regulations.  

• Initial Complaint

  Date:06/01/2024

  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.

  False advertisement, scamming

  

  Business Response

  Date: 06/12/2024

  We have many properties available for residency and leave all properties available until a deposit has been received. With numerous prospects viewing our properties on a daily basis it is possible that while one prospect is viewing a property another prospect is making a deposit on that same property. We don't have control on when a deposit is received on any given property. If approved, our applicants are able to transfer their application to another of our properties without completing an additional application.

• Initial Complaint

  Date:04/26/2024

  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.

  This company rents homes that would never pass an inspection (without paying the inspector off, that is). Blatant safety issues are routinely ignored, refusal to fix maintenance issues, and they charge more than listing price to name a few of many many complaints we have. Will charge rent for a home that is not livable and allow families with children to live in homes with blatant fire hazards and lack of basic amenities that are outlined in lease agreements.

  Customer Answer

  Date: 05/21/2024

  Yes, I live in one of the properties (*******************************. *****) My desired resolution is for them to take care of the property, it is literally impossible to get a hold of anyone in the office, I have put in numerous work orders in for my home and they would ignore, or inform me that the property is rented as is. If, I am paying 1425 a month I expect them to take care of the property. 

  

  Business Response

  Date: 05/23/2024

  All of our properties legally pass occupancy inspections before a resident can move into one of our properties. We have a large source of inhouse maintenance and vendors for our residents maintenance issues and address issues in a timely manner.  All lease charges are included in the lease with a representative reaching out to each resident before moving in to ask residents if they have any questions on their lease. 

• Initial Complaint

  Date:01/26/2024

  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.

  Applications and almost $100 in application fees were submitted on 1/10/24 for a home. I received a text asking for better images of pay stubs. I attempted to submit the next morning receiving an error message saying the domain for that email didn't exist. I had already called the office before with no response. I text the number back to clarify the correct spelling of the email and was responded to a day after saying this was correct. I sent again, and seemed to work. I called and left a voicemail and sent a text requesting someone confirm they received these documents. I have yet to receive a response. Since then I have received 6 texts promoting other homes for rent by this company. I called again and left a voicemail stating my concern that I have yet to receive a response from anyone in regards to my application. They make a convenient note on the auto response email "Due to the high volume of applications received, our processing times are longer than normal. Thank you for your patience." I called after waiting two weeks which seems like plenty of time to process all of the information that we provided. The website states the phone number I've received texts from is the fastest way to get a response which has proven to be false. I sent a message stating my concern and received a marketing text in response. At this point it seems this company just accepts a bunch of "non-refundable" application fees and takes their time processing all of extremely detailed personal information provided by the applicants with no regard to their timeline (move in dates provided on application) and at the applicants expense while they wait for a response. A business accepting new tenants should want to build better rapport with applicants and would at least return a phone call to say the where they are at in the application process. I fear I will get no response unless I contact BBB and would like to request a refund for both applications for the very poor customer service.

  

  Business Response

  Date: 01/30/2024

  In researching this applicant's information, we too agree that the processing time has taken too long.  We will be refunding her application fee and would love to continue to work with the applicant to find them a home with St. Louis Leasing Co.  Our leasing team should be reaching out to applicant shortly on any additional application questions they may have. 

  Customer Answer

  Date: 02/06/2024

  Complaint: ********
  
  I am rejecting this response because:
  
  As I stated in my original complaint, my concern is that I will only receive a response when going through the BBB. I received a call and text from someone who claimed that number was their direct line of communication about a refund. When I responded to that same line asking when I could expect to see said refund reflected on my account, no response. It’s been 5 business days and I have no such refund reflected on my account. I was also asked to let them know if I would still like my application processed, which at this point is absurd. This lack of communication caused me to lapse in my lease (costing more money) and hindered my moving process while I’m expecting a child. I would never put my livelihood in their hands by being their tenant. I would imagine this is how maintenance requests and account inquiries are handled as well. I would like someone to contact me (from a line of communication that is reachable) in regards to my refund and provide clear answers as to when I should see on my end it has been processed. 
  
  Sincerely,
  
  ****** ************

  

  Business Response

  Date: 02/09/2024

  We have issued the credit for both the applicant and coapplicant on 1/30/24.  We have sent the prospect a copy of the ledger showing the refund has been processed on our end.  We ask at this point they reach out to the cardholder for additional information on their processing time for processing refunds to accounts.  Some institutions state 7 - 10 business days.  We have processed the refunds on our end as stated above on 1/30/24. 

• Initial Complaint

  Date:09/11/2023

  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 recently applied for a property I believe was managed by St Louis Leasing **. Initially when filling out the application said property wasnt listed to apply for. At that time I contacted the company and informed them. Minutes later the list was updated to reflect the propertys availability. I completed the application and was charged a $50 non refundable fee. My spouse as my co applicant was charged $35. The applications were submitted on the 5th of September. I waited a little over 48 hours and didnt hear anything back. Later I received an email stating the property I was interested in was no longer available, from a third party website not St Louis Leasing **. I attempted to contact the company and have yet to receive a response or an official notice that the property is unavailable. I did go to the third party website Zillow and the property was sold. The pictures on the site were completely different from what we saw during the walkthrough on September 2nd. I have pictures taken on that date for the issues that concerned us should we move in. On today September 11th, the pictures on the site are different from what they looked like on the 7th. The house was also apparently sold and now the listing is for buying the property. The listing is provided by *************************************, not St Louis Leasing ** which it was formerly listed under.

  

  Business Response

  Date: 09/20/2023

  This was not a normal situation.  We were managing the property for owner and the same day the applicant was approved to lease the home, the owner received an offer to sell the home. The owner chose to go with selling the property.  With that being said, we will be issuing the applicant any application fees charged.  Again, not a normal situation, we were as surprised as the prospect. The refund typically takes 7-10 business days and will be issued to the same card number the charge was originally placed. 

• Initial Complaint

  Date:08/05/2023

  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.

  My daughter moved into one of their properties and the house wasn't cleaned. A few days after her moving in, a "cleaning crew member" attempted to open her door. From Day 1, there was flooding in her basement from simply taking a shower or flushing the toilet. At one point fecal matter was in her basement for weeks until somebody came to clean up. Also, there was mold in the basement that remained for over a month while they tried to get approval to mediate it. Instead of removing all of the drywall, they payed somebody to spray and cut part of the drywall out. There was hazardous plugs, with deadly voltage that was not fixed until we brought it to their attention. There wasn't a door on the basement. There wasn't a weather plug on an exterior door, which meant mice could easily come in and out of the house. My daughter made arrangements at work for maintenance to come on several occasions and most days they simply never showed up. There was no electricity in the garage. The vents were not clean and there is dust everywhere... they threaten you if you're late on a utility bill and take weeks and sometimes even months to fix problems. My daughter still has a hazardous dead tree lingering over her drive way that maintenance defined as a hazard that has been brought to their attention for months. The floor in the bathroom was a hazard (you could see straight to the basement if you lifted a simple piece of cardboard. The AC went out for over a week in 90+ degree weather and she was never compensated. Upon discovery, the ac provider asked if it ever worked because they could tell it was never serviced. Water leaking from the bathroom to the basement and kitchen to basement. The list goes on and on and all of this was discovered within a month of moving in. Keep in mind she has a toddler staying there. This has been a nightmare to say the least and as a realtor we do not recommend this company. Never experienced anything like this in all our years of living in this area.

  

  Business Response

  Date: 08/16/2023

  We have responded to any and all maintenance requests the resident entered.  Most issues being resolved very quickly from our vendors.  We use a Certified Mold Specialist company to remove all necessary areas of concern.  We will continue to work with the Resident to resolve any health or safety issues at the property.