Johnny's Heating & Cooling

This is not a customer service issueService Star Realty is managing the property but the owner of the property is the one that is responsible for the repairsThe owner is not performing these repairs and is not going to replace the entire roofThe owner of the property is not obligated to perform any repairs and the tenant has their right per the AZ revise statutes, Landlord tenant Act, to take the necessary steps allowed by law in this case to protect themselvesThese steps may involve giving proper notice and perhaps moving outHowever, Service Star realty cannot advise tenant on these actionsThe tenant cannot force the landlord to make these repairsthe tenant has other remedies according to the law and needs to seek legal actionWe have tried to facilitate conversation and ask owner to do the repairs but to no availThis tenant needs to consult their rights outlined in the statues, make an educated decision on how they want to proceed, seek legal advice, and tell Service Star realty what action they are going to takeAnd again, this is not a customer service issue but a legal issue and an impasse between property owner and tenantthis is not something that Service Star can resolve without the tenant making a decision what they are going to do nextWe are looking forward to hearing from the tenant by way of a proper legal notice.Thank you,

I very much apologize about the inconvenience this transition of ownership has causedYour home was in a package of homes that was sent to Service Star Realty to oversee just for a very brief period of time while it was changing hands between ownersService Star did not purchase your home but an investor did and he hire our services to collect rent while the property was transitioningWe only had limited information during this timeThis was the reason for the confusion over the rent payment but I am glad it was straightened out by our office.All communication including rent collection efforts were sent to you certified mail and it required you going to the post office to pick up the mail and sign for itAn inspection we requested by old owner and new buyer also wanted to see the home before close of escrow, so again, I am sorry about the visit that you felt were an intrusion upon your privacy but were a necessary part of the sales transactionService Star Realty did not conduct these inspections so I cannot comment on what happened at your house at that time.I also apologize but the new owner or new management company's information was never disclosed to Service Star RealtyWe could not provide this information to you upon your request because we do not have itI careful read your letter twice to see what it is that I can help you with and it seems that you are requesting the letter we sent to you stating that we no longer manage the propertyIt was just a simple letter stating nothing more than that 'we no longer manage the property'There were no documents included with itAndrea made you aware over the phone of the fact that we are no longer the managers, so she did not feel it was necessary to send letter againIf there is anything else I can help you with, I would be happy to do so

Hello,We very much regret you did not win the property you applied forOur application terms are clearly posted on our website and these terms were agreed upon and signed by youThe terms contain the following: We take business days to process an application after we receive all supporting documentationThe application fee is not refundable in any caseWe do not take applicants on a first come first served bases but select the most qualified one"we will process applications for consideration as to what we (in our sole discretion) deem the best applicant, which may not necessarily be the first application receivedIn such cases, more than one applicant may be approvable, however only one will eventually be approvedBecause Service Star Realty represents the best interest of the rental property, applicant accepts and understands the necessity for Service Star Realty to expend time and cost in obtaining credit reports, criminal reports, and other administrative costsHence, our policy that the application fee is non-refundable" (from our website [redacted] and in our terms of application)In view of this:7/we received your application - incomplete.7/we received your supporting documents7/we gave you our decision in writing.We have completed the application as outlined in the termsThe screening was paid for and completedWe received an additional application that was more qualified than yours.The application fee I am afraid was spent and we cannot refund itWe are very sorry you did not win the home and we wish you good luck in finding another home for your family

I understand that they no longer manage the prophertyHowever they did not handle the situation properlyI still have not received a call from some one in management

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.There is no resolution to what I am asking forBusiness did not propose a resolutionI am attaching an invoice that clearly states that this air conditioner was under a warranty with Integrity A/C which was for parts (Years) and labor (years)Service Star Realty said they checked with Integrity and were told it was not under warranty which I find hard to believeInstead Service Star used a different A/C company which resulted in a $charge which would not had occurred if they had used IntegrityService Star made a mistake and should take ownership of the mistake and pay the $to the owner
Regards,
*** ***

One of the biggest challenges we as property managers face is making fair and accurate refunds and claims against security deposits when tenants vacate. Many times a landlord will want to make claims against the deposit that we don't think are fair, so to prevent this we do a video inspection
of the property before you moand again after you move outThis keeps us from making a claim for pre-existing conditions that were there when you moved in! We did not charge you any cleaning fee or cleaning deposit when you moved to give you a chance to earn a full refund of your security depositWe understand that you tried your best to clean the home, but it was not cleaned to our standards as it was when you moved inPlease refer to page of your lease line and to see that the only deposit we collected from you at time of move in was the $refundable security deposit We also understand that you had the best of intentions to place your trash curb side, however the regular trash pidoes not take care of that, we had toThe $fee for preparing, mailing, following up on lease violations is a fee we charge and disclose in our leaseThis fee is explained on page paragraph of the lease addendum with your initials next itAgain, we make every effort to be fair in determining who is responsible to pay for items at turnover: owner or tenantWe determined by watching the move in and move out videos that the listed cleaning items were your responsibilityYou are welcome to come to our office and watch both videos with us if you are still questioning our decision

Dear MrB***,We are not liarsWe had no other application in our system when you called the officeWe state in large capital red letters that your application fee is not refundable but you are asking for a refundWe state that we will take the best qualified applicant, yes you may lose your application fee as you have to pay for a third party credit and background evaluation in order to be considered as we have to pay a third party company for the evaluation.To clarify time frames:You called the office on 7/15, indeed we did not have another application in the systemYou submitted application.You called on 7/we did not have an application yetYou submitted supporting documentsWe started processing your application on that dayProcessing an application takes business days. We received an additional application on 7/that was superior to yours. Contrary to what you are stating, we did talk to you past landlord MsS***We did everything correctly and as promised, we completed the application process in a timely matter, never lied to you, and the simple truth is, someone better qualified was selectedThe hardest thing for us property managers in this hot rental market where we receive multiple application each day is to be fair and we try our best at itUnfortunately we have on average people that lose out on a property while we can only give it to one applicantAgain, we regret that you did not winRest assured we verified everything in our system and considered all dates again, the winning application came in on 7/after you talked to you lastThey too paid their application fee and had to be considered fairlyWe are a good company, our google rating shows it too, I would appreciate if you did not make disparaging remarks based on an assumption that we had another application in our system when you called to ask that questionWe did not at that time yet

We apologize about the delay in processing your applicationI believe the delay was due partly because you did not submit your application fee online at the time of applying and had to bring it to our officeIt also took our team a while to receive pay stubs and additionally requested documents
such as tax returnsAgain, we apologize for any delay that was on our part and we would be happy to refund your application fee.Your check will be ready to pick up at our front desk as of Friday 4/1/

The biggest part of my complaint is not that we did not get the home in question it is that we were lied to twiceFirst time being on the 7/15/before we filled out our application and again on 7/18/They also had told us that they verify all employment and Landlord rent history, they did notI have spoken with both our landlord and employer they have never been contacted in any way by anyone from Service StarWe were told that the reason we were denied for the property was because of a competitor, which was someone they had already waiting for a property that suited their needs because they were already approved and in the system they were given the propertyOne of the first things that that state to do on their application is to call and make sure the property you are applying for is available stillThat is why we called and check on Friday before we filled out the application to make sure that there were no other applicants for that propertyWe were told that there were none Friday and again on 7/18/Twice they had the opportunity to disclose that there was already someone in line for that property that had already been through the application processThey did not tell us this, therefore they lied and provided informationThey are deceptive and take peoples hard earned moneyAfter reading many reviews of about other prospective tenants going through the same thing we had and consistently being accused of not answering or returning calls (which was a big part of the run around we got just trying to apply for a home) I just wish I had read the reviews prior to applyingThat was my biggest mistakeI will never recommend Service Star to anyone that is looking for a homeI will tell anyone who is looking to find a home to avoid these so called professional property management companiesUse a true realtor and save yourself the headacheAll they do is lie and take people’s money

This is not a customer service issueService Star Realty is managing the property but the owner of the property is the one that is responsible for the repairsThe owner is not performing these repairs and is not going to replace the entire roofThe owner of the property is not obligated
to perform any repairs and the tenant has their right per the AZ revise statutes, Landlord tenant Act, to take the necessary steps allowed by law in this case to protect themselvesThese steps may involve giving proper notice and perhaps moving outHowever, Service Star realty cannot advise tenant on these actionsThe tenant cannot force the landlord to make these repairsthe tenant has other remedies according to the law and needs to seek legal action. We have tried to facilitate conversation and ask owner to do the repairs but to no availThis tenant needs to consult their rights outlined in the statues, make an educated decision on how they want to proceed, seek legal advice, and tell Service Star realty what action they are going to takeAnd again, this is not a customer service issue but a legal issue and an impasse between property owner and tenantthis is not something that Service Star can resolve without the tenant making a decision what they are going to do next. We are looking forward to hearing from the tenant by way of a proper legal notice.Thank you,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

I very much apologize about the inconvenience this transition of ownership has causedYour home was in a package of homes that was sent to Service Star Realty to oversee just for a very brief period of time while it was changing hands between ownersService Star did not purchase your home but
an investor did and he hire our services to collect rent while the property was transitioningWe only had limited information during this timeThis was the reason for the confusion over the rent payment but I am glad it was straightened out by our office.All communication including rent collection efforts were sent to you certified mail and it required you going to the post office to pick up the mail and sign for itAn inspection we requested by old owner and new buyer also wanted to see the home before close of escrow, so again, I am sorry about the visit that you felt were an intrusion upon your privacy but were a necessary part of the sales transactionService Star Realty did not conduct these inspections so I cannot comment on what happened at your house at that time.I also apologize but the new owner or new management company's information was never disclosed to Service Star RealtyWe could not provide this information to you upon your request because we do not have itI careful read your letter twice to see what it is that I can help you with and it seems that you are requesting the letter we sent to you stating that we no longer manage the propertyIt was just a simple letter stating nothing more than that 'we no longer manage the property'There were no documents included with itAndrea made you aware over the phone of the fact that we are no longer the managers, so she did not feel it was necessary to send letter againIf there is anything else I can help you with, I would be happy to do so

*** *** reached out to us not through the Revdex.com but through my private emailWe have been in communication as of just days ago exchanging emailsWe have not reached resolutionWe are considering a response to herI will use this channel instead of email as it is deceiving to fact the we are not respondingThat is not the casePlease await another days for our responseThank you.***,We have carefully considered your complaint about the AC repair billLet us share with you our thoughts:We have clearly stated in our contract with you that we do not handle emergencies the same was as regular maintenance and that includes not being able to honor preferred vendors at times. Please read a quote here from our contract with you:“The Service Star Realty management teams contact owners regarding maintenance above the current $minimum that is listed in the Service Star Realty Management contract, unless the situation is an emergency.” “Emergencies/disaster Service Star Realty operates a 24/emergency maintenance line with trained staff to answer the phone who can properly handle any emergency situations. When an emergency and/or disaster strikes, Service Star Realty has policies in place for the property and tenantsService Star Realty notifies the property owner as soon as practicalThe nature of the emergency and/or disaster determines the action needed by Service Star Realty. There are times when a property manager must “act” in order to prevent great financial risk to the ownerFor example, when a property is flooding, action is necessary, particularly if the property owner is not immediately available.”Our policy is to honor any corrections and errors to billing within days and you came to us months after the factPlease read another excerpts from our contract: “Billing rights summary If you think your bill is wrong, or if you need more information about a transaction on your bill, contact us immediately but no later than within days from when the error occurredThe *** *** *** Billing Rights govern all of our practices and they require you to provide the following information so that we can address the problem and correct the error as quickly as possible: *Your name and managed property address. *The dollar amount of the suspected error, and *Describe the error and explain, if you can, why you believe there is an errorIf you need more information, describe the item you are unsure about.”Service Star Realty does not feel that we have done anything contrary to our contract with youWe have followed the guidelines set forth in our contractWe have systems in place and we disclose that to our customersHowever, we can see that there is room for improvement in this system and we have decided to work out a new system where we can honor preferred vendor in emergency situation as wellWe are working on this new system in response to your situation. We regret that we cannot offer to pay your repair bill in full as we have provided the service to you and much time has elapsed, however, we would like to offer months’ worth of management fees to ease your situation

Hello,We very much regret you did not win the property you applied forOur application terms are clearly posted on our website and these terms were agreed upon and signed by youThe terms contain the following: We take business days to process an application after we receive all supporting
documentationThe application fee is not refundable in any caseWe do not take applicants on a first come first served bases but select the most qualified one. "we will process applications for consideration as to what we (in our sole discretion) deem the best applicant, which may not necessarily be the first application receivedIn such cases, more than one applicant may be approvable, however only one will eventually be approvedBecause Service Star Realty represents the best interest of the rental property, applicant accepts and understands the necessity for Service Star Realty to expend time and cost in obtaining credit reports, criminal reports, and other administrative costsHence, our policy that the application fee is non-refundable" (from our website *** and in our terms of application)In view of this:7/we received your application - incomplete.7/we received your supporting documents7/we gave you our decision in writing.We have completed the application as outlined in the termsThe screening was paid for and completedWe received an additional application that was more qualified than yours.The application fee I am afraid was spent and we cannot refund itWe are very sorry you did not win the home and we wish you good luck in finding another home for your family

I understand that they no longer manage the prophertyHowever they did not handle the situation properlyI still have not received a call from some one in management

Hello, I talked to *** today over the phoneHer concerns are mainly not knowing were to pay rent, who the new property manager is, and ending up in defaultI offered her some advice and informed her that is the leagl ob;ligation of the new owner/manager to provide a payment address and she is not going to be in default unless they provided her with noticeWhen we were disconnected, I called back and left a message for her to call me freely if there are still any issues