Four Star Realty & Property Management, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11133164, and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

The original work requests were submitted on the resident check in sheet denoting wear/tear items and not initially assigned.  After this was found out we promptly assigned a 3rd party vendor who stated he would complete the work same day.  Unfortunately, we found out that the vendor did...

not follow our directions.  We re-assigned the work and confirmed it was completed.  Our expectation is that work requests are completed within 2-3 business days and we look forward to achieving that moving forward.  The time frame for this repair was not acceptable on our end and we will work with the residents to make the situation right.

Hi Tina, I apologize for the frustrations experienced to date.  Timely communication is a focal point of our office and apart from one email our records indicate that we responded to all inquires.  We never like seeing residents pay for rooms they aren't living in and agree that it is...

unacceptable for illegal occupants.  Our office checked the unit yesterday and found that there is one vacant room so nobody else has moved in, see attached pictures.  We want to confirm that you'd still like to have a lock installed and can get a locksmith on site again.  I left you a voicemail and hoping we can connect to discuss the other items you've raised.   I'd like to clarify the protocol of the lease transfer and renewal process as there does seem to be a misunderstanding.  Receiving constructive criticism is also important as we are always working to improve our systems & processes to provide a better service.  Our office prides ourselves on the customer service we provide and it's important to us that we end relationships on amicable terms.

The first conversation had with Mr. [redacted] came on January 11th when he first referenced that his daughter [redacted] was not fond of living with girls who smoked marijuana.  When we spoke, we talked about [redacted]'s roommates and he mentioned how it was evident they had used...

marijuana in the apartment. He also mentioned that there was marijuana paraphernalia around the living room which made [redacted] feel uncomfortable.  I told Mr. [redacted] that I had two other apartments in the complex with empty rooms and that I would see if the current residents of those additional apartments used marijuana to see if this might be a better fit.  Furthermore, I mentioned at that time that in Boulder, Colorado where marijuana use is legal, that I did not think these apartments would be any different but wanted to do my due diligence on their behalf.  Upon touring the other two apartments I noticed paraphernalia in the living room which is quite common within the college community at CU.  I informed the [redacted]'s of this.  We concluded that conversation with reiterating that this alone would not be a reason in which we would terminate their lease and that they were still obligated to fulfill their full financial obligation of the lease agreement.When I spoke with the other roommates they told me that, per our lease, they refrain from smoking in the apartment but that they smoke elsewhere which is why there is paraphernalia in the apartment . I had multiple phone conversations with [redacted] in which I reiterated that we would not be able to let her out of her lease agreement because her roommates smoked, as it is not against the law in the state of Colorado.  I believe she was not fond of the girls and preferred to live elsewhere after already signing the lease.  On January 15th [redacted] inquired about receiving a parking pass for the complex.   Per Mr. [redacted]'s email on the 20th I looped in upper management to see what we can do to further enforce the no smoking clause in the lease agreement and reached out to the roommates again to ensure they were not smoking in the apartment.  They assured me that while they still leave their glass pipes in the apartment that they were not smoking within the unit. At no point throughout our conversations, either via email or phone did myself or anyone at Fourstar grant permission to break the lease for this reason.  We tried to work with [redacted] to come to an agreement but believe that he is financially responsible to abide by the conditions of the legal document that he signed.Best,

[redacted] was incorrectly reading the security deposit reconciliation as the residents were not held accountable for many of the mentioned items.  They were only charged for items damaged due to their residency.  There were some specialty maintenance items that took longer than anyone who have...

liked to complete but it was not due to an effort on Four Star's part.   After discussing the situation further with the Residents we reached an amicable resolution on their concerns.

Four Star Realty was not involved in the re-development of the building but did everything in our power to help the residents when it was discovered that water supply would be impacted, including providing accommodations at a nearby hotel.  Rent would not have been paid until the unit was fully...

ready for occupancy which includes running water.  Accommodations at the hotel would have been provided until that time.  This was an unfortunate way to start the relationship but Four Star Realty was not in control of the situation. In regards to the resident base, there was a mix of underclassmen, graduate students, and working professionals.

I can understand your frustration and it is our job to walk you through and explain the work that is done or needed between tenancies. It appears you are in current reconciliation with the property manager in regards to charges you believe were pre-existing and/or should be an owner expense. We at...

Four Star Realty, pride ourselves in handling all security deposit returns in a fair and ethical manner. As you and your manager are currently discussing, we are happy to provide further documentation, photos or invoices of any work that was needed upon move out so that you can fully understand what expenses are covered by the owner of the property and what is beyond general wear and tear as a tenant expense. Please note, Four Star does not profit off of security deposits and if any discrepancies are found, a new refund check would be issued. I would be happy to discuss this with you further if you'd like to reach out to our customer service department directly.

I apologize for the initial experience you had with our office. I can understand your frustration during a stressful time of moving and it is never our intention to further that frustration. As you and the manager for this property have previously discussed, this was a new property to our portfolio...

and a lot of the information we received from the owner was incorrect (ie. parking spots & mailbox number/location). When acting as the middleman between an owner, HOA and new residents the delay in responses can be very frustrating to you as the resident. Our office worked diligently to have all requested maintenance items addressed, which at this time I understand are resolved. That being said, given your time, as well as the inconvenience in this situation, we are willing to agree to your settlement and offer a $500 rent concession toward your March rent payment. The mailbox key requested has been resolved at this time and the 2nd parking space is the final pending component. We have confirmed your assigned spot in space #8 and are awaiting a response from the HOA for full access to space #9 as well. We understand the effort required during a move and apologize we were not able to better assist in making that a smooth transition. I look forward to resolving this situation and to a better future with you as residents.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

I apologize for the delay in getting back to this complaint, it was sent to an incorrect email address and was not monitored for situations such as this. As you know, at this time, you have met in person with the asset and office managers but we want to apologize for the initial experience you had...

with our office and that our service did not meet your expectations. We strive to be consistently reliable and your specific situation will be used for coaching and training our employees in the future.  As you and the manager for this property have previously discussed, we understand the majority of your grievances come from frustration with access to the parking lot, its day-to-day maintenance/cleanliness and availability to the spots assigned to you. We can empathize with your frustration and want you to feel heard as a valued resident of ours. Given the inconvenience in this situation and your overall experience, at this time we have worked with you to be let out of your lease with a full security deposit refund per your request.  We understand the difficulties this caused you during your tenancy with us and apologize we were not able to better assist in this. At this time, we consider this situation resolved and look forward to improving your overall experience and view of us as a company.

Complaint: [redacted]
I am rejecting this response because: they just stated below Rent would not have been paid until the unit was fully ready for occupancy which includes running water.  I paid rent at least 2 weeks before running water was ready and before apartment was ready, so they just agreed with me as they took money before it was ready . I have copies of the check, when it was cashed, and multiple emails after it was cashed how the apartment was not ready. All I would like is a refund from the first month as they charged me and accepted money for a full month of a habitual apartment and  only gave me a small potion of this
Sincerely,
[redacted]