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:09/09/2024

  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 cannot believe the level of incompetence displayed by Angel ***** ****** from Allstar Property Manager. Not only did she overcharge us a ridiculous amount of $28,279 to repair our house in Maple Heights and have it ready to rent. Moreover, she left numerous safety hazards throughout our property. The porch has loose rails and sagging areas, rotten wood on both the porch and porch steps, and mold in the basement. Additionally, the living room walls are not smooth and only replaced part of a window, leaving us with a drafty and inefficient window. I am extremely disappointed with the lack of professionalism and care shown by Angel ***** ****** and would strongly advise against using her services.

  Business Response

  Date: 09/10/2024

  Ms. ******,
  
  It's unfortunate that your sight-unseen acquisition of an extremely distressed property purchased through auction cost you so much in repairs; however, Angel is not responsible for the amount of work that's needed to make your property habitable. The amount of repairs that were approved to complete at the property was $18,158 not $28,279. Further, included in the $18k referenced, a 2 car garage that was filled from floor to ceiling with debris had to be torn down and hauled away from the property. Additionally, we originally recommended to replace the handrails; however, we were advised to use the existing handrails. We were only approved to replace the porch steps, which were done - there wasn't any approval for any repairs to the front porch. The mold in the basement was cleaned with a anti-microbial agent and sealed with drylok. Unfortunately, without adequate ventilation the mold can reappear if the source is not remedied in full. We were asked to clean and cover the mold, which was done and supported by photos. As for the walls, the home is almost entirely covered in wallpaper because it's so outdated. Short of tearing out all the drywall you are not going to be able to attain a perfectly smooth surface on these 100 year old walls. The window that was damaged was replaced. It would have cost significantly more to replace the entire bay window, which you were unable to afford.
  
  Any investor who does their due diligence can see that our investor reviews are overwhelmingly positive on multiple platforms including Google, Bigger Pockets, etc.
  
  Best of luck to you and your next property manager!
  

• Initial Complaint

  Date:06/16/2023

  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.

  THIS COMPANY SAYS THEY ACCEPT CMHA VOUCHERS, WHICH MEANS THEY ARE AWARE OF CMHA PROCESS. THIS COMPANY TOOK MY $50 FOR AN APP FEE, APPROVED ME FOR A HOUSE THEN LATER THAT DAY THE HOUSE WAS RENTED TO A CASH TENANT, I THEN ASKED FOR MY APP TO BE MOVED TO A DIFFERENT HOUSE, THEY AGREED AND LATER THAT DAY THAT HOUSE WAS ALSO RENTED. SINCE THEN I WENT TO SEE ANOTHER HOME AND WAS TOLD THEY DIDNT THINK CMHA WOULD PAY THEM THE ASKING RENT, I THEN STARTED SEARCHING AGAIN I HAVE SINCE BEEN CALLING AND TEXTING TRYING TO SEE ANOTHER PROPERTY AND HAVE NOT GOTTEN AN ANSWER A CALL BACK OR TEXT. PER CMHA PROCESS ONCE YOU PICK A HOME THE OWNER OR AGENCY SUBMITS A RFTA PACKET A INSPECTION IS DONE AND A FINAL RENT OFFER IS SENT.

  Business Response

  Date: 06/16/2023

  All of our homes are eligible for section 8; however, they remain marketed until a security deposit and sign lease have been received. In order to accept a security deposit or enter into a lease for a section 8 applicant, the inspection must pass and a HAP agreement must be provided by CMHA. Until that happens, every property remains on the market. All application fees are non-refundable as per the application instructions. 

  Customer Answer

  Date: 06/16/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  
  The communication is non existent making it hard for CMHA applicants to reach anyone to schedule a showing let alone fill out a RFTA packet by the time ANYONE responds or answers the phone the property is gone THAT IS NOT FAIR that is a scam you know the way section 8 works, however your team does not try to be adamant about communication they don’t try to be effective in communication they don’t have any sense of urgency! And that is not how business should be conducted when you’re dealing with CMHA!! THE POINT IS THE COMMUNICATION IS TERRIBLE SO HOW IS ANYONE SUPPOSE TO SUBMIT A PACKET OR GET ANY QUESTIONS ANSWERED? 
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ****** *****
  
  
  
  
   

  Business Response

  Date: 06/19/2023

  We successfully place CMHA and other voucher applicants every month in our properties. Attached is a transcript of all text communications since we received your application and it appears every text message provided was responded to timely by our office. 

  You referenced Yvette in the last text message; however, she is not an agent with ******* Management.  Her license is with another brokerage and we would not be responsible for the communication between you and an outside real estate agent.  As evidenced by the attached phone log, every time you called when the call was not accepted by our leasing coordinator, you failed to leave a voicemail message (missed).  We are unable to return phone calls when messages are not left.  

  Attached is also a copy of the online application, which clearly indicates that application fees are non-refundable and that a physical inspection must be performed by CMHA and that "Approval does not imply that the property will be leased to you or that the property will be taken off of the market. If there are several applications for the same property, the propertywill remain listed until a deposit is received and lease is executed on a FIRST COME BASIS."

  Customer Answer

  Date: 06/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ****** *****
  
  YOUR OFFICE PROVIDED ME WITH ****** ****** WHATEVER HER NAME IS CONTACT INFORMATION YOUR OFFICE INSTRUCTED ME TO CALL HER AND SET UP SHOWING LET ME TEMIND YOU THAT SHE DID SHOW ME YOUR ***** HOUSES SO CLEARLY SHE WORKS WITH YOUR COMPANY!! Stop lying! 
  
  *** *** ******* *** ***** *** ******* ******* ***** I’ll make a police report and move on 

  have a good day 
  
   

• Initial Complaint

  Date:02/22/2023

  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.

  moved into a property with them in august of 2020 moved out 09/29/22 they are not returning my security deposit or my last months rent when i moved into the property i paid first month rent last month rent and security deposit … also they took me to eviction court filed a eviction on me when it was unlawful. they took money from me and from cleveland housing network …

  Business Response

  Date: 02/23/2023

  The tenant was severely delinquent on their account and we proceeded with filing for an eviction, which is the landlord's right when a tenant fails to pay their rent on time.  The tenant vacated the property prior to the end of the eviction proceedings and we withheld the security deposit and last months rent to cover a portion of the delinquent balance.  There was still a balance owed after those funds had been applied toward the tenant's ledger.  More than 30 days after the tenant had vacated, CHN did provide additional funds to cover the remaining balance of the delinquent rent.  The overpayment that CHN had provided to Allstar was then returned to CHN in accordance with established policies and procedures.  The prior tenant is not entitled to any additional funds.

  Customer Answer

  Date: 02/23/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ****** *****
  
  
  Part of the rules and regulations was I wasn’t suppose to be evicted they took CHN MONEY still evicted me and messed up my record literally inside the docs it says landlord had to stop eviction if they proceeded to take the money from CHN originally they said they wasn’t collecting any money due to that reason but yet they still did I contacted CHN THEY had no record of the money being returned to them. Even though it was after 30 days I and the property manager both signed documents stating they would stop eviction and they would accept the money from CHN …. the company took chn money didn’t follow there rules as to not evict me they also took my money which was 1250 my ledger owed was around 1800 
   

  Business Response

  Date: 02/23/2023

  In order to obtain funds from CHN, a tenant has to be under eviction status (this is their policy as they require a copy of the 3 day notice).  Once we were made aware that the tenant had applied for assistance through CHN, we had the eviction hearing continued to allow for their application to be reviewed, approved and funds distributed to Allstar.  The tenant willingly vacated the premises prior to us having received the funds from CHN; therefore, his tenancy was not terminated due to eviction.  He voluntarily left the premises.  When he left the premises, we petitioned the court to dismiss the eviction.  Ohio law requires us to review his security deposit and provide him a statement within 30 days of the time he returns the keys to the premises.  We waited to see if the CHN funds would come in before we finalized the statement; the funds were not received from CHN prior to the 30 day timeframe and we applied his deposits to his delinquent account and supplied him with an itemized statement indicating how those funds were applied and the balance that remained at the time the statement was prepared. A couple days later, the CHN funds were received and posted toward the remaining delinquent balance to bring the account current.  The remaining funds were released back to CHN.  Attached is a copy of the ledger supporting these statements.

  Customer Answer

  Date: 02/23/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ****** *****
  
  
  They never petitioned to the court I have all my documents even at court they said i didn’t show up when i was there they have made it very hard for me to get approved for another apartment or house also in the documents it stated that fund would be sent to them by a certain date which they agreed to so knowing that you agreed to the chn rules stating you wouldn’t evict me due to

  knowing that the funds would be coming they still evicted me messed up my record and also took my money the most important money thing that was forgot was that i requested to vacate the property back in july / early august for the month of september which we all agreed to and they still filed eviction didn’t answer any of my calls, text or emails only way i could communicate with them is they the lawyer they hired to evict me 
  they had a date the money should’ve been received by they received it and failed to stop eviction 
   

  Business Response

  Date: 03/09/2023

  In order to obtain funds from CHN, a tenant has to be under eviction status (this is their policy as they require a copy of the 3 day notice).  Once we were made aware that the tenant had applied for assistance through CHN, we had the eviction hearing continued to allow for their application to be reviewed, approved and funds distributed to Allstar.  The tenant willingly vacated the premises prior to us having received the funds from CHN; therefore, his tenancy was not terminated due to eviction.  He voluntarily left the premises.  When he left the premises, we petitioned the court to dismiss the eviction.  Ohio law requires us to review his security deposit and provide him a statement within 30 days of the time he returns the keys to the premises.  We waited to see if the CHN funds would come in before we finalized the statement; the funds were not received from CHN prior to the 30 day timeframe and we applied his deposits to his delinquent account and supplied him with an itemized statement indicating how those funds were applied and the balance that remained at the time the statement was prepared. A couple days later, the CHN funds were received and posted toward the remaining delinquent balance to bring the account current.  The remaining funds were released back to CHN.  Our position on this will remain the same as these are the facts.

  Customer Answer

  Date: 03/09/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ****** *****
  Which i was informed that you received funds from chn Yes i vacated the property but before I vacated i submitted noticed even before eviction that i would be moving from the property due to youll not fixing the house correctly. applied for funds you’ll received the funds the biggest thing here is that you’ll have your money i have an eviction still on my record i was out of the house way before eviction date and also before my actual move out date. I have no way to verify chn received the money back from you’ll so i don’t know even if i my money that you’ll had on hold should be been returned or not which i feel like i should’ve been due atleast something back my last month rent and security deposit was in total 1250 then on top of that my record for renting is messed up due to this eviction that should’ve been stopped since i had moved out the property you’ll failed to stop the eviction from going on my record 
  
  
  
   

• Initial Complaint

  Date:10/05/2022

  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.

  I've moved in 4 months ago. They have added a fee onto my rent every month and I can't get in touch with anyone about taking it off. The one time Raven from financial finally called me back, she tried to say the fee was valid, put me on hold to check the lease, told me she would call me back and never did and has been unreachable since. I have left voicemails, sent emails, had other people tell her to contact me and nothing. Now they are charging me late fees for not taking care of this random charge. Edit: I spoke with Raven from financials shortly after I posted this. She advised that she checked my lease and it doesn't say that I have to pay this extra fee and they will most likely take it off my bill. She called me back shortly and advised now that she spoke with her supervisor that they cannot take the cost off my bill and I should speak with Angel. I called Angel and left a voicemail and she called back within a few hours. Although, I completely explained my issue to her on her voicemail, I explained it again and her tone was short and irritable.She advised that my lease says that the tenant is responsible for all utilities. I reminded her that the lease lists all utilities except trash/recycling.She advised that if I Google it, then I will see that utilities "commonly include trash." I advised her that commonly and definite are two different things when dealing with contracts. I reminded her that I have been trying to get in touch with someone at Allstar for months and her response was ,"today is the 1st time you tried to call me."And went as far as saying that I am arguing semantics over the lease. I reminded her that Raven admitted that I shouldn't be paying this charge and it will be taken off my bill. She said that she can't confirm that, and after calling Raven to find out if that's what I was told, she won't be calling me back because she's the boss and made a decision, I just don't like it. Once I posted a review on their FB, they deleted it.

  Business Response

  Date: 10/06/2022

  Ms. ******* lease specifically states on Page 1, Section 1.5 Utilities of her rental lease agreement "Lessee shall be responsible for utilities, including connections,
  deposits and payments, prior to occupancy, except , which shall be provided by Lessor."  The language of the lease is clear that there are not exceptions to which utilities Ms. ***** is responsible for.  Trash is a common utility and the fact that Ms. ***** failed to recognize this at the time of signing her lease does not absolve her of that responsibility.