Service Star Realty

[redacted] reached out to us not through the Revdex.com but through my private email. We have been in communication as of just 6 days ago exchanging emails. We have not reached resolution. We are considering a response to her. I will use this channel instead of email as it is deceiving to fact the we are not responding. That is not the case. Please await another 3 days for our response. Thank you.
[redacted],We have carefully considered your complaint about the AC repair bill. Let us share with you our thoughts:1. 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 $300 minimum that is listed in the Service Star Realty Management contract, unless the situation is an emergency.” 
“Emergencies/disaster Service Star Realty operates a 24/7 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 tenants. Service Star Realty notifies the property owner as soon as practical. The 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 owner. For example, when a property is flooding, action is necessary, particularly if the property owner is not immediately available.”
2. Our policy is to honor any corrections and errors to billing within 60 days and you came to us 8 months after the fact. Please 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 60 days from when the error occurred. The [redacted] 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 error. If 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 you. We have followed the guidelines set forth in our contract. We have systems in place and we disclose that to our customers. However, 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 well. We 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 3 months’ worth of management fees to ease your situation.

They are managing 2 of my properties and I am happy with their handling of all the details. I am impressed with being able to reach them and they are always on top of whatever may be going on

I have reviewed the response made by the business in reference to complaint ID [redacted], 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 for. Business did not propose a resolution. I am attaching an invoice that clearly states that this air conditioner was under a warranty with Integrity A/C which was for parts (10 Years) and labor (5 years). Service Star Realty said they checked with Integrity and were told it was not under warranty which I find hard to believe. Instead Service Star used a different A/C company which resulted in a $550 charge which would not had occurred if they had used Integrity. Service Star made a mistake and should take ownership of the mistake and pay the $550 to the owner.

Regards,

Hello,
We very much regret you did not win the property you applied for. Our application terms are clearly posted on our website and these terms were agreed upon and signed by you. The terms contain the following: We take 3 business days to process an application after we receive all...

supporting documentation. The application fee is not refundable in any case. We 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 received. In such cases, more than one applicant may be approvable, however only one will eventually be approved. Because 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 costs. Hence, our policy that the application fee is non-refundable. " (from our website [redacted] and in our terms of application)
In view of this:
7/15 we received your application - incomplete.
7/18 we received your supporting documents
7/20 we gave you our decision in writing.
We have completed the application as outlined in the terms. The screening was paid for and completed. We received an additional application that was more qualified than yours.The application fee I am afraid was spent and we cannot refund it. We are very sorry you did not win the home and we wish you good luck in finding another home for your family.

[redacted],I apologize about that you were not aware of this expense up till now. It has been over 8 months since we had our vendor out there for the AC repair you are complaining about.I was able to find communication regarding this matter.This service request was an emergency...

service request from your tenant on a Saturday morning. We handle emergencies differently than regular maintenance. When it is a weekend emergency we do not even handle it but we have a 24/7 dispatch service who does the handling of the calls. This is in our management agrement/owner manual with you. They do not have access to our notes and your special request that are input in our system. When it is regular maintenance, we are able to call you for approval over $300. When it is an emergency, we do not. We act asap to help out the tenants. When it is weekend, our dispatch team sends the FIRST AVAILABLE vendor on their list. Our emergency gui[redacted]ine is specified in our management contract with you. We apologize that you were not aware of it.I am attaching the part in our contract that tells you  we will not call you for approval on emergencies.I will enclose the original service request received by our dispatchers below:Dear Service Star RealtyWe are writing to inform you of a new call with status of:EMERGENCYPlease review the following call details and take appropriate action:Property Information:Property Address:    [redacted]Caller Information:Name: [redacted]Phone:###-###-####Reason for Calling: Brief Description: ACProblem Description: Tenant states the the T-stat is not working.Special Instructions:Troubleshooting: Advised tenant to change batteries in T-stat and check the breaker.Call Notes:08/02/2014 - 11:43:02 AM : Tenant will check the breaker and the batteries and call back if further assistance is needed.08/02/2014 - 03:18:10 PM : Tenant never called back closing call to PM 08/02/2014 - 03:18:33 PM : Call Log Closed by Rudy Solano at 8/2/2014 3:18:44 PM08/02/2014 - 03:20:12 PM : Call Log Re-Opened by Tobi Evans at 8/2/2014 3:20:23 PM08/02/2014 - 03:21:28 PM : [redacted] called back on behalf of the tenants, his ####-###-####08/02/2014 - 03:23:16 PM : Cannot LVm for [redacted] as his VM is full.08/02/2014 - 03:48:46 PM : [redacted] called back and states he reset the batteries but this did not change the status. NT asked if the [redacted] checked the breakers. [redacted] said no. NT also informed [redacted] that someone has to be at the home in order for us to dispatch. [redacted] said his mom and room mate are in San Diego until Monday or Tuesday. [redacted] said he will go back over to his moms house and check and reset breakers and then he will call NT.08/02/2014 - 04:00:38 PM : The T-stat has a hold button on it that will not allow it to go below 80 degrees.08/02/2014 - 04:01:47 PM : The fan inside the air handler is not blowing air through the system.08/02/2014 - 04:02:43 PM : A/C >85 Current 93° F 79° F to 93° F08/02/2014 - 04:21:52 PM : East Valley Refrigeration : LVM for vendor08/02/2014 - 04:55:48 PM : East Valley Refrigeration : GaveALL TIMES ARE STAMPED AND RECORDED AS MOUNTAIN STANDARD TIME (MST).Thank you for allowing us to be of service!Sincerely,The CSR Team

[redacted] reached out to us not through the Revdex.com but through my private email. We have been in communication as of just 6 days ago exchanging emails. We have not reached resolution. We are considering a response to her. I will use this channel instead of email as it is deceiving to fact the we are not responding. That is not the case. Please await another 3 days for our response. Thank you.
[redacted],We have carefully considered your complaint about the AC repair bill. Let us share with you our thoughts:1. 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 $300 minimum that is listed in the Service Star Realty Management contract, unless the situation is an emergency.” 
“Emergencies/disaster Service Star Realty operates a 24/7 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 tenants. Service Star Realty notifies the property owner as soon as practical. The 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 owner. For example, when a property is flooding, action is necessary, particularly if the property owner is not immediately available.”
2. Our policy is to honor any corrections and errors to billing within 60 days and you came to us 8 months after the fact. Please 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 60 days from when the error occurred. The [redacted] 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 error. If 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 you. We have followed the guidelines set forth in our contract. We have systems in place and we disclose that to our customers. However, 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 well. We 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 3 months’ worth of management fees to ease your situation.

I have been a customer of Service Star Realty for the past three years. During that time they managed my residential property, including the tenant screening and move out process.

I fully recommend this company, without reservation. Their team is highly responsive and professional. They are willing to provide personalized service where necessary and effective and also have efficient systems in place to help manage repetitive processes. I was pleased with services performed by all of their contractors, and honestly, have had zero negative experiences over the past three years.

I will use them whenever I have the opportunities and recommend to friends, family and colleagues when there is the need.

The thoughts of looking for a rental after owning and living in the same house for 28 years was overwhelming. I was blessed when Shanta Campbell and Service Star realty came into my life. Shanta was very professional, but warm and caring at the same time- A very unusual combination. The entire office staff earned an A+. I would highly recommend Shanta Campbell and Service Star Realty.

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PLEASE DO NOT RENT FROM SERVICE STAR REALTY!!!

I rent a property for 2 years for this property management company. My deposit was $1000. I provided a 30 day notice as stated in the contract. I then received a move out list that was basically ridiculous! They are requested the house to be ready for the next tenant to move in. No normal wear and tear. Then accused of breaking an oven door that was perfectly fine when we moved out. What the agent said was that "the door had a slight dent in it that was not clearly visible but could be a danger when cooking." Soooo.....what you are saying is that this could have already been like this when I moved in but because it is not clearly visible, I've been cooking in danger for the last 2 years. Needless to say, in addition to keep my $1000, they are saying that we owe them an additional $300. Total rip off company!!!

Dear Mr. B[redacted],
We are not liars. We had no other application in our system when you called the office. We state in large capital red letters that your application fee is not refundable but you are asking for a refund. We 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 system. You submitted application.
You called on 7/18 we did not have an application yet. You submitted supporting documents. We started processing your application on that day. Processing an application takes 3 business days. 
We received an additional application on 7/19 that was superior to yours. 
Contrary to what you are stating, we did talk to you past landlord Ms. S[redacted]. 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 selected. The 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 it. Unfortunately we have on average 3 people that lose out on a property while we can only give it to one applicant. Again, we regret that you did not win. Rest assured we verified everything in our system and considered all dates again, the winning application came in on 7/19 after you talked to you last. They too paid their application fee and had to be considered fairly. We 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 question. We did not at that time yet.

I have been a renter for years and this is by far the best management company I have ever had to deal with. From day 1 of my rental home search this company, specifically Shanta C., went out of their way to help me, answer any questions I had, and just provide overall support in the rental process. They have been very honest and upfront about any and all fees they charge as well as they provide you all the information in written formats as well as its available online. Now that I am a tenant in one of their rental homes, my experience has not changed one bit. Any issues I have had with the property they respond immediately and if they are not able to they explain why and keep me apprised of the status. In addition to that, having access to my account via the online portal is fantastic. I can submit maintenance requests, pay my rent, review all contracts and/or forms related to my rental etc. all within my account. Also your ledger is on there as well which breaks down all and/or any fees charged and your rent amount that is due. I hardly have to ever call in because it can all be one online 24/7 365 days a year.

Anyone reading reviews of this company please don't put too much stock into the majority of those "negative" reviews out there. If you actually read them, you will see the people complaining are usually complaining about something they knew about and have agreed to already and now just don't like it. If they didn't like it then they should not of agreed to it and signed a contract and moved in. None of the policies and/or rules are unreasonable at all. In fact, I find them more lenient then the majority of other management companies in the Phx metro area. The majority of those "negative" reviews are absolutely ridiculous and its apparent the person is not being completely honest due to so many contradictions they have in the complaints.

And to be clear, no I do not work for Service Star Realty nor have any affiliation with them other then being a tenant and renting one of the homes they manage. No they did not ask me to write this nor do they even know I am writing this. This is my opinion of the company and how I honestly feel about them. I recommend anyone looking to rent or anyone looking to have their property manage to give them a try. You will see exactly what I am referring to. There is no shadiness or deceitful tactics at play here like many other management companies.

Oh, and to address those people complaining about paying an application fee and then not getting the rental due to someone else who applied having better qualifications. First of all, they state this so many times all over the website, plus its in giant letters when you are submitting the application and fee. They could not of told you this more then they did. Second, applications can be submitted anytime of the day. So just because when you call and none have been submitted doesn't mean one could not come in 30 sec. after your call. Third, just because you apply does not mean you are guaranteed to get the rental. They go with whoever applied has the highest qualifications because their main job is managing properties. So their clients are the property owners not the tenants. I don't know why so many renters cannot grasp that concept.

And lastly, I lost out on a house I applied to because someone more qualified got it. Did I cry and throw a fit and make negative reviews? Umm no, because I know that is how it works because it said so many many times. But guess what, if you lose out on a house due to that, you can just apply for another one. And unlike most other companies, Service Star allows you to apply at another one of their homes without paying another application fee as long as its within 30 days. And for those wondering why there is a 30 day limit its because the reports they ran for you would not change before 30 days as they are updated every 30 days. So they have to make sure they have current up to date reports, so you have 30 days to apply for another home if you find one. That is what I did and I could not be more happy about it.

I recommend this company for their superb customer service, attentive to my questions, guiding me throughout the paperwork and alleviated the cumbersome process while not being physically located in the city.

Leasing agent, Tiffany Besser surpassed my expectations and an asset to this company!

The biggest part of my complaint is not that we did not get the home in question it is that we were lied to twice. First time being on the 7/15/16 before we filled out our application and again on 7/18/16. They also had told us that they verify all employment and Landlord rent history, they did not. I have spoken with both our landlord and employer they have never been contacted in any way by anyone from Service Star. We 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 property. One 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 still. That 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 property. We were told that there were none Friday and again on 7/18/2016. Twice they had the opportunity to disclose that there was already someone in line for that property that had already been through the application process. They did not tell us this, therefore they lied and provided false information. They are deceptive and take peoples hard earned money. After 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 applying. That was my biggest mistake. I will never recommend Service Star to anyone that is looking for a home. I will tell anyone who is looking to find a home to avoid these so called professional property management companies. Use a true realtor and save yourself the headache. All they do is lie and take people’s money.

Out of all the properties management companies a have worked with, Tiffany Besse property manager of Service Star Realty a joy to work with as a tenant. She's scheduled prompt repairs, made it easy to sign all tenant documents and I could go on. If your reading this Tiff thank you, and if you need an A1 property manager check and see if Tiffany is there.