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:03/25/2025

  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.

  *********** ****** the real estate agent said to text him and he would get back with us when we could see the properties. After 3 texts and doing exactly what he said, he never got back to us. We were/are serious homebuyers with the cash to put down. When I finally sent him a very direct text, he removed himself from the conversation without saying anything. I would not trust them at all. Very unprofessional.

  Business Response

  Date: 04/04/2025

  For reference, this complainant is referring to an agent from our *********, **** office and not our MidSouth *** or **) office. 

  The course of events were as follows:

  On Friday, March 21, 2025 our listing agent, ***** ******,spoke with the complainant regarding several properties she was interested in viewing.  She further advised that her father would be coming into town on Saturday and wanted to view all 4-5 properties that same day.  ***** advised her that these properties were tenant occupied so he would need to coordinate access with the tenants directly or they would need to enter into a purchase agreement with viewing contingency so the property manager could post notice at the sellers cost (which is how all tenant occupied properties are handled).  Without the tenants cooperation, access on Saturday for all properties would not be possible as Ohio law requires at least 24 hours posted notice at each property and there wasnt enough time to coordinate this with the property manager.  ***** attempted to reach out to the tenants to coordinate access with no success.  Prior to having the opportunity to provide this information back to the complainant, she sent multiple unprofessional text messages to *****.  As a result, ***** felt it no longer appropriate for them to continue communication and that the complainant would be best served by obtaining a buyers agent.  The complainants father reached out to our Managing Broker, who spoke with him on Tuesday, March 25, 2025.  The Managing Broker listened to his concerns and advised him to retain an agent who could represent him and/or his daughters interest in the potential purchase of any property as ***** has been instructed to no longer communicate directly with them.

  Please see screenshot of text message that was sent to our agent in **** by the complainant which set forth the termination of communication.  

• Initial Complaint

  Date:02/24/2025

  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.

  On February 4, 2025, my landlord, All-star management sent me a text message saying I have a past due water bill. My water bill was cancelled once new tenants moved into unit A in August 2024. I received a check from the water **** in October 2024. All-star management sent me a past due of $649 from April 2024 to February 2025. They are attempting to make me pay for the new water meter. The representative at the water **** explained my bill was cancelled by the landlord. My info for my water bill was erased from water **** system but I kept receipts of me having a water bill. I need the bill to be adjusted or I need compensation before I completely pay this bill off.

  Business Response

  Date: 02/27/2025

  Ms. ***** moved into the property on April 15, 2023. The property is a two-family home with a single water meter servicing both units. At the time of her move-in, this information was not properly communicated to her. As a result, she contacted the city to set up the water account in her name and paid a deposit. Over the next six months, unbeknownst to us, Ms. ***** paid the water bills for both units. When she realized this was happening, she submitted her initial BBB complaint and she reached out to our office. As a result of our investigation, we then issued her a credit for the estimated water usage of the other unit during that period. Moving forward, she provided us with copies of the bills, and we paid them directly, charging the water usage to each respective unit. This arrangement continued for about four months.

  
  In April 2024, we installed a new water meter and line to separate the water service for the units. We believe the city may have mixed up the meters, causing Ms. ***** to continue paying for the water usage of the other unit, mistakenly thinking it was for her own. When the tenants in the other unit moved out in May 2024, we set up the water account under our name, likely for Ms. *****'s unit instead of the vacant one.

  
  In August 2024, when new tenants moved into the other unit, they attempted to set up the water account in their name. Due to the previous mix-up regarding the meters, they mistakenly closed Ms. *****'s account (which was associated with the wrong unit) and refunded her utility deposit. However, during this period, Allstar continued to pay the water bill for her unit.

  
  In summary, there was a significant miscommunication between our office, the utility department, and Ms. *****. We believe the situation has now been resolved. We have adjusted her account balance for water usage from August to January of this year, and she has agreed to make payments on the balance. Additionally, she will need to set up the water account in her own name going forward.

  
  

• Initial Complaint

  Date:02/27/2024

  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.

  All star management in ********* specifically this one has ******* in there not knowing anything the woman once told me when I asked her a BY the lease kind of question let me think as she proceeded to make up another rule she had been doing since she has been over my account . She doesn't know how to do her job efficiently. She charged me very many fees and couldn't help a ************************* out once but with ******** fed to me. Maintenance wasn't any better I've been there since 2021 and not one time have they tried to replace my stuff they come up with excuses like the appliance is so old the parts aren't made anymore. So we can't fix it. I let 1000 deposit go because I knew it wasn't worth fighting for when I've been fighting since nov2023 to get out of there when I first put my 30 day notice in . I paid almost 3k just to get out of there . And they just remove your work orders like they never exist they have too much control over tenants side of portal. Scammers users and liars . They have unlawfully went into my apartment several times without my permission whoever they call on my account told them yes which nobody is on the lease but myself to allow people in my home Very uncomfortable knowing they will come and go as they want unless it's for you and your new appliances. Exterminator only had a small can that spraid to keep bugs which shouldn't have been renting a apartment that was infested with bugs in the first place the whole complex complains. You have no accommodation for children no parking every one squeezes in. The roof is falling on the floors are caving in. Dish washer stove don't work. What else could I say.

  Business Response

  Date: 02/29/2024

  ************************ has been a tenant in ***************, Unit 10 from 6/14/2021 to 2/1/2024.  Her last lease renewal expired as of 9/30/2023 and thereafter, she was deemed as a month to month tenant.  Although the lease terms still apply, she would be able to submit a 30 day notice to vacate at any time thereafter as long as her move out date was at the end of the month.  We do not allow mid-month move outs. 

  During her tenancy, I show that there were 15 work orders submitted and/or created by the tenant and our staff.  Some of which were canceled so that they could be combined with others to avoid multiple trips by vendors or maintenance staff.  Several work orders were cancelled after the tenant became unresponsive to appointment requests as well.  Attached work order notes show where this was documented.  Additionally, on 10/26/23, we charged tenant a ***** missed appointment fee as outlined in the lease agreement for a missed appointment after confirmation was received. 

  There is a monthly pest control contract with Terminix at the property.  Even though Allstar pays for and oversees this service, it is upon the tenants to keep clean homes and remove trash and other items that attract pest.  We do our best to control these issues, but it requires all involved to keep them at bay. 

  ************************ first gave her notice to vacate on 11/3/23 for a move out of 3/31/2024.  Then on 1/9/24, it was changed to a move out of 2/9/24.  Later changed to move out of 2/1/2024.  As a courtesy, we removed any February rent charges from the tenant ledger because she did move out on the 1st. 

  The tenant had been late with rent, leaving a balance carried over monthly for the last several months.  Tenant ledger attached.   ****** was filed on with justice court in December due to the balance owed.  Payment in full was not received by Allstar until 1/23/2024, leaving her with a credit balance of -0.92c.  No out of the ordinary fees have ever been charged on this account.  The tenant did not have to "pay almost 3k to get out of here".  Those were charges, past due rent  and late fees she owed as part of her tenancy at the property.

  Our ********************** CSRs are seasoned collections representatives that have been in collections and property management for many years.  They are professional by trade and we value them as employees.  They adhere to our company policies and procedures and if they are unsure, they confer with upper management.  Once tenants get behind and are filed on with the courts, the ability to make partial payments is removed from the tenant portal as per the instructions from our legal team. 

  Keys were turned in on 2/1/2024.  A move out inspection has been completed and the security deposit disposition will be handled according to the time fram alloted by MS ******** Law (45 days from move out).  

   

• Initial Complaint

  Date:01/12/2024

  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.

  Leasing office has charged $1295.75 of my security deposit for cleaning fees and a water bill that has been paid. Home was left in good condition, evidence of the cleaning and water bill payments were forwarded to the leasing office. Leasing office is giving me a hard time about providing receipts of the cleaning charges. I have never been late on rent or any of my bills. It's hard to determine normal wear and tear in *********** as there are no laws to determine what is and isn't. This leasing office has horrible maintence and unfair practices that take advantage of the vagueness of wear and tear. They also didn't allow me to be there for move-out inspection and took advantage of me not being present.I can only attach receipts of the emails and the proof of paying my water bill

  Business Response

  Date: 02/05/2024

  After emails back and forth with ********************, Allstar agreed to adjust the move out charges as follows. 

  
  The water bill that was charged was found to be in error.  The city of Hernando confirmed the payment was made and that they should not have charged Allstar the 120.75.  That amount was refunded to the move out costs. 
  Allstar agreed to refund half of the original charge for cleaning (******) in the amount of 150.00.  

  
  The paint charge will stand as the property was painted prior to their lease start date and had to be repainted after.  Our industry standards state that interior paint is expected to last five years.  If the property was freshly painted when they moved in, and the paint is needed again upon move out, we charge a percentage according to the months of occupancy.  In this case, the property had been painted prior to their tenancy, and had to be painted again.  Occupancy of 27 months garners a percentage of 75% of the painting costs.  

  
  New refund of $425.00 split 3 ways (***********************************, *************************** and *****************************) was processed on 1/24/24.  

  We find that is is an acceptable resolution to this matter as the funds have been dispersed.  

• Initial Complaint

  Date:12/01/2023

  Type:Customer Service 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 am a tenant of this management. I am currently paying for 2 tenants water bill. I requested a meter for my unit but has not been done. I've tried to contact this management numerous times but no help. This is a breach of lease agreement. It does not say that I will be paying everybody water bill I'm this unit.

  Business Response

  Date: 12/18/2023

  Our maintenance supervisor has coordinated the installation of new water meter that will separate the two units on the property after the first of the year as the city has to schedule and install the meter.  We have also given the tenant a credit towards rent on their account here at **********************.  We have spoken with the tenant and she is pleased the outcome and our efforts to correct. 

  The issue should be resolved as of the first of the year. 

  Customer Answer

  Date: 12/18/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution. Also, would like for my complaint to be removed from website for this business please and thank you.

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

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

  Bate, MS ********************************

• Initial Complaint

  Date:10/18/2022

  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.

  My rental home came with a stove. A maintenance request was put in the first time for the stove in July. A month later it went out again. Another work order was submitted. It has not been resolved since August. Its now mid October. I havent heard from anything since mid September.

  Business Response

  Date: 11/01/2022

  New stove was installed.  

  Customer Answer

  Date: 11/02/2022

   
  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,
  
  ***************************

• Initial Complaint

  Date:08/30/2022

  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.

  There are exposed nails in my rental house from the carpet coming up. My kids are getting stabbed by dirty nails repeatedly. It has been over a month since I put in a maintenance request to fix the nails and the company has yet to fix them. *** had to take my doctors for tetanus shots and physical exams.

  Business Response

  Date: 09/15/2022

  After initially receiving authorization from the owner to obtain a quote for carpet replacement, our vendor scheduled an appointment with the tenant on 9/6 at 2pm to go out to measure the areas needing replacement.  We are not sure if there was miscommunication between them, but the appointment was missed by the tenant and was rescheduled.  

  The quote has been received and we are now waiting on final approval  from the owner on the costs for the replacement.  Once approved, an appointment will be made with the tenant to replace.

  Although we try our best to address these sort of concerns as quickly as possible, we are often at the mercy of others when awaiting approvals, scheduling appointments and ultimately, the repair/replacement itself.  

  We hope that we will be able to get this taken care of very soon. 

• Initial Complaint

  Date:08/17/2022

  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 began renting a home from allstar management July 8th, 2022. They rented us a property with the same address as a house 4 houses down. After several phone calls they said the issue was resolved and changed our address on the lease. However, the address is not registered with **** or ******* xfinity as we were told it would be. We are unable to ship anything to our home through **** and can no longer receive WiFi as promised, because the properties new address is not in limits for the service. The management company will not respond to emails, phone calls, or text messages after a month of contacting them. We would have never rented this property if we knew it would be this big of an issue. *** contacted the city personally and they told me allstar management should have had this situation fixed before renting it to anyone. This situation is unlivable and they are doing absolutely nothing to help resolve it. This whole situation is being handled very unprofessionally. They also charged us $500 more than the $1000 *** pet fee that is stated in our lease.

  Business Response

  Date: 08/31/2022

  Please note that we sent the tenant an email on 8/22 with information detailed below.  We preferred to keep communication in writing due to the nature and escalation of the complaints. That email as well as the tenant's response is attached to this response. 
  
  A little history here is that the owner of the property purchased three newly built homes all right next to one another on this street in the middle April of this year.  Every piece of paperwork in that transaction had two of the properties (the tenants' and the one right next to it) with the wrong address.  Allstar was not a party to that sale.  We did not represent the buyer or seller.  The buyer brought the property to us to manage after the sale was complete.  So, everything that was given to the owner as well as Allstar, deeds, closing paperwork,inspection reports etc, had the wrong address at that time.  We were unaware of any issues.
  
  It wasnt until later that we found there to be an issue.  After many calls to the local county GIS department, the E911 Board and attempts at the post office, we were finally able to ascertain that the county believed that the issues were corrected prior to the sale of the property even though their online system did not reflect that.  The E911 office provided a letter to our office to give to the postmaster to make sure the corrections are made on their end.  Calls there go unanswered, so we had a representative from Allstar go to the post office.  The postmaster says that the address is correct in their system, and if the mail and packages are addressed correctly, you should have no problem receiving mail there.  The numbers have been corrected on the house and mailboxes as well.
  
  Allstar has never provided wifi or internet as a utility service to any of our single-family residences.  Wifi/internet/cable are not considered to be utilities that are necessary to inhabit a home like electricity, gas or water/sewer would be.  In older homes, most often the wiring is already laid in the area and tenants can contact a local provider to set it up.  However, with these homes being brand new builds, the wiring was not previously done which is not something a builder/owner/PM would provide. It would be installed by the cable/internet/satellite providers that the first inhabitants choose that are available in that area.  The owner/landlord are not responsible for that service. 
  
  That said, we have since called Xfinity and was told that a service ticket was submitted on August 1st (#HS2992432).  The ticket was for them to come out and survey the lot to gauge their cost in installing the wiring to the home.  They say the survey was done and it has been submitted to their finance department for approval.  The tenant should have received an email from them with that information.   Xfinity does service that area as both neighbors have Xfinity as well.  The lines just have to be brought over to that lot.   We recommend the tenant contact Xfinity to see where they are with the approval and installation.  Again their Ticket # is (#HS2992432).
  

  Additionally with regards to the pet fee.  Yes, our leases and advertising states that we charge $500.00 per pet for the first two pets with $1000.00 max.  The owner preferred that because this was a new build home, we limit the number of pets to the property to two.  The tenant came with three pets and was qualified to rent the home.  So, our broker approved this tenant with 3 pets but asked for the extra fee for the third because it is a new home.  In a good faith effort to remedy this portion of their complaint, we have placed a credit for the additional pet fee of $500.00 on the tenant ledger.
  
  Please know that the office staff did not just brush the issue and the concerns aside.  We had several people that made numerous calls, spending hours researching, etc in order to get this cleared up as this is something that we had never dealt with before.  It was a new issue and we had to learn and adapt as we went along.
  
  Wed like to ************ relationship with the offer of the pet fee credit in the hopes that we can both move forward from this.  Tenant has since responded that they are still in the belief that they should receive further compensation or temporary decrease in rent for the lack of use, stress and inconvenience of the address mix-up and no internet.  Allstar is not agreeable to offer any further compensation or early lease termination at this time.   

  
  

• Initial Complaint

  Date:08/10/2022

  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.

  Im filing a complaint versus a review because the company needs to know how unprofessional and impersonal they are. And I want others to know, as well. Ive filed several maintenance requests since *** lived in my home and every time it takes a ridiculous amount of time for them to complete the request. Also, they dont actually repair, they rig so you can get by and they can say its complete. The leak in my house they repaired ruined everything in the storage room. An expensive rug, pictures of my kids, etc. And then the man who made the repair left a hole in the wall and said it would be fine. I guess because no one can see it? My most recent request was my oven being fixed. I have 3 children and went a month and a half without one. When I asked if they could please remove a late charge this one time (due to the situation this put us in - we had to repurchase groceries several times because everything we had was to be cooked in the oven) I was told no. When I asked if there was someone I could speak with in management I was ignored. I reached out to the manager myself. When she returned my text I responded with everything wrong with the house and got absolutely no response. I have trees dying in my yard with large branches literally falling once a weekI dont even allow my kids to play outside anymore because I dont know when theyre going to fall. This could cause damage to the house and I will not be held responsible. This company is AWFUL with maintenance and people. Extremely rude and careless. Completely unprofessional. And they do the bare minimum to get by. Ive been through so much with them and threatened to take to court 5 days past due but I have to wait over a month for urgent repairs??? I am an excellent tenant. I pay my rent on time. In the 4 years Ive been there I may have had 3 late charges and still paid no later than the 15th. I do what Im supposed to do. Why are they not held to the same standard???

  Business Response

  Date: 08/22/2022

  Over the past few weeks, we have worked with our maintenance department to address the tenant's concerns listed below.  The oven had been repaired on July 25th but then a few days later, an eye went out as well. After another repair quote on the stove, we then decided to have it replaced completely.  Waiting on the tenant to schedule with the installer. 

  We have also had the tree work done that was of concern and the debris is being removed.  

  Although we strive to address all tenant maintenance requests in a timely manner, there are times when we fall short of that and are not at our best.  We have added staff in that department and continuously work to improve on response times, estimate approvals from owners, and completion.  Sometimes our response is slowed because we are at the mercy of others (vendors) but understand that the entire process can be improved across the board.  

  Our late policies are the same with all tenants across our portfolio.  Rent is due on the 1st, late after the 5th.  Automatic reminders are sent to all tenants prior to the 1st, before the 5th, and then late fees are posted on the 6th.  Late notices are sent out automatically as well.  If payments are not made or a promise to pay received, we prepare to file with the justice court around the 15th.   

  We hope that with our recent repairs and efforts we have addressed ****************** concerns and can move forward with more positive relationship.  

• Initial Complaint

  Date:07/18/2022

  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 am currently a tenant of one of Allstar Management properties and recently I have put in a maintenance request for someone to come to my home and look at my bathroom pipes. I have a slow draining tub and if you investigate which I did I notice that the pipeline connected to the toilet is connected to the bathroom sink and bathroom tub. So when you use the bathroom and you go to flush the toilet it would be left over water that will shoot out the bathroom sink. Then if you go to run water out the bathroom sink it will fill up quick and once it drains you will see it start to go into the bathtub and if you run water out the tub it will try to come out the sink but barely. I also checked the pipeline downstairs in the basement that’s connected to the tub and if you remove that pipe that back up water will shoot out that pipe leaving a lot of water on the basement floor. I’ve tried draino, baking soda and vinegar blue monster and semi snaking the drain and nothing is working. I also asked Allstar could I have a plumber myself come and take a look at it and they said I would have to get the owners approval but that’s the thing, I honestly don’t know the main owner of my house because it’s too many who pretends to be. I sent emails, phone calls etc and this issue started in June, it is now July almost August and I still haven’t heard from anybody and I still can’t take a shower properly. They did mention that if they had a plumber come out and see what the problem was and seen that it was caused by the tenant they would charge me a service fee and that I don’t have a problem doing but I haven’t heard nor seen anybody.

  Business Response

  Date: 07/19/2022

  The tenant's first maintenance request was submitted on our portal on 7/5/22.  No other work orders were submitted by the tenant regarding any back-ups at the property prior to that date, which was two weeks ago.  As part of our standard operating procedures, we send out an email confirmation upon receipt of back-up work orders (barring emergencies) because too many tenants dispute plumbing charges that they are responsible for after the issue has been resolved.  In this instance, it was not an emergency because the tub was still functional, but draining slowly, per the tenant's comments on this submitted complaint.  Although per Section 16 Clogged Plumbing and Frozen Pipes, Page 2 of the attached rental agreement, "To correct at tenant expense, any unstopping of the plumbing that may occur after the first three days of occupancy and to assume all responsibility for any damage to the property caused by failure to do so" documents the tenant's responsibility, she asserted she was not responsible for plumbing and that she would have someone out and us the bill.

  We did dispatch a plumber to the property to provide a free assessment and we have confirmed that a plumber has been onsite. The owner approved the provided estimate to snake the drain and the plumber has been dispatched to return. 

  Business Response

  Date: 07/19/2022

  You will not be put in direct contact with the owner due to our fiduciary responsibility of confidentiality.  We act as an agent for the property owner, reporting to them any concerns and providing estimates for approvals as needed.  We have photos and an estimate to support a plumber has been to the property to assess the situation, so it's unclear why you're indicating nobody has been out to your property.  We recently received the approval for the plumber to return and you'll be contacted as soon as they are available.  

  We apologize if the timeline for us to have a plumber out to you for a non-emergency issue during a global pandemic (resulting in labor shortages in every industry world-wide) is not acceptable to you; however, we are doing the best we can with the resources available to us.  As you've been previously advised, you're welcome to have your own plumber come out and provide a free assessment if you can get one out sooner (and for free) and obtain approval to have the work done through them.  If you've elected to not leverage that option, or are unable to find a plumber to report to your property sooner, then we cannot assist further and will have to rely on the resources available to us to address your non-emergency plumbing issue.

  Customer Answer

  Date: 07/19/2022

  
  Complaint: 17582821
  
  I am rejecting this response because:
  You have pictures of something that has nothing to do with the issue at hand and that was in June and the person who came out wasn’t a plumber let’s get that straight first hand. I truly don’t care how you try to justify yourself as a business, agent or whoever you may be but the way any one of you conduct business is a NO for me. It’s more then just handling our maintenance request on time you guys act like we not living through the same pandemic but even that we can’t keep using excuses on for properly handling business. Allstar management think this been going on since July 5, but it really started on June 20th. If anybody in that office did a better job returning phone calls and responding at a decent time when it comes to the emails sent, none of us would be going through this.
  Sincerely,
  
  ****** *******