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:06/02/2025

  Type:Billing 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 31 March 2025, I visited the Winstar Properties AppFolio, to inform Winstar Properties of my intention of vacating my unit (*************************************************************************), by 30 April 2025. I went to the vacate portal and entered the required information (stating I was planning on vacating the unit by the end of April, I did not state a forwarding address and I did request to have my security deposited credited to the account on file (****************) and submitted the information. I vacated the premises on 12 April 2025. On 01 May, I received an email notice form Winstar Properties, that my ************ account had the May rent ($878.97) deducted from my account. I contacted ********************** and I was informed they had not received my request to vacate. I would like to have my **************** account, which is on file with Winstar properties, credited with the Security Deposit ($1,000), May's rent ($878.97) and a credit of ($103.00).

• Initial Complaint

  Date:02/14/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  In our lease it states that loud noise is not allowed. Everyday for the past 2 months, tenants have been blasting loud music in the building to the point where i cant sleep or work from home. We have not had a property manager on site in the last 2 weeks and there is over 100 units in this building. Tenants are breaking the rules and rioting and nothing has been done. Police have been called several times in the last 3 weeks and still nothing has changed. Homeless people have been walking in and out of the building because there is no security or landlord on the premises to stop it. In general i do not feel safe in my own home and i feel uncomfortable because no one is following the rules and no one is here to stop it. Its almost as if the corporate office does not care for this building because of the area it is in. This overall just feels very illegal and unorganized. I want a refund for my rent because this is not what i pay for according to my lease.

• Initial Complaint

  Date:01/10/2025

  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.

  I have been trying to reach someone from Winstar Properties regarding a ***** infestation problem that is reoccurring in my building and the property manager refuses to give me any contact information to speak with anyone other than him. He is very unprofessional and has accused me of always making small complaints and then apologizes when he realizes the small complaints I was making were affecting other people including him. He is very rude and unprofessional, he does not care about the dirty hallways in the buildings or the countless maintenance issues everyone has here. Its been to a point where I have made more than 3 pest control requests in one year and yet this problem is still ongoing to this day.

  Business Response

  Date: 01/21/2025

  Dear Tenant,

  We are sorry with your frustrations. Pest Control issues at properties are unfortunately common in the city as many factors come into play both in control and out of control of the landlord. The solution usually lies within a partnership between landlord and tenant. After reviewing your file, it looks like we responded to all your complaints about pest control and had a certified company treat your unit multiple times. We also contract with the company to service the ********* of the property as well. At this point we ask you to review the pest control packet and preparation sheet to help mitigate future issues.  

  Customer Answer

  Date: 01/23/2025

   
  Complaint: 22791203
  
  I am rejecting this response because although you reviewed my file regarding my maintenance requests, that does not diminish the fact that the on site manager is extremely unprofessional. He has accused me of always making small complaints and then realizes that I wasnt the only one being affected by these issues. There should be no reason that the manager is scared to provide the information from someone above him at Winstar Properties because he has denied and refused to give me someones email or phone number to contact them directly multiple times which is really weird and seems like hes got something to hide. It is also truly frustrating to speak to someone like him when even the maintenance people who have came to fix things in my apartment have said that the manager himself always wants to try the easy ways to fix things. This is exactly what happened with my floors that were lifting for MONTHS. The manager tried to have the maintenance guy keep coming back to glue my floor pieces back together which did NOT work so I had to keep on making more and more maintenance requests until he decided to bring someone in to fix my floor. Id like to get in contact with someone else but him. 
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 02/04/2025

  Dear *****,

  I am sorry for your frustration. After reviewing your tenant file, it looks like we did service your unit for pest control about 2 weeks ago. It also looks like we have handled all your service requests that you submitted via your portal and our 24/7 *************************** This is the best way to put in a service request. If you have further issues please submit them via your tenant portal our the *** line. Thank you. 

  Customer Answer

  Date: 02/12/2025

   
  Complaint: 22791203
  
  I am rejecting this response because:
  for further maintenance issues I would not like to speak with or discuss any of my problems with the onsite property manager who has been unprofessional and verbally harassing at times. It is disgusting behavior to have someone come open my door without knocking when Ive had previous maintenance issues as if he owned the place. 
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:11/06/2024

  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 was supposed to move in to my unit on November 1st, my maintenance friend came to help unload my things. He noticed a terrible smell of mildew and/or mold in the unit. I smelled it too but I never knew what the smell of mold and mildew smells like so I didnt know how severe it was. We stopped loading my things in and I contacted the area manager/landlord. They said there is no mold. I told them theres a terrible smell from the unit and that it has to be something. I asked for an inspection, they declined and told me I had to pay for the inspection myself since there is no mold. I paid for an inspection which was &250, there was for sure mold in the unit. I asked to be in another unit since I cant live in ****, and I asked to receive a reimbursement for the inspection that I had to pay for since they confidently stated there was no mold.. and they are refusing to pay me back. I am furious and I dont know what to do at this point

  Business Response

  Date: 11/07/2024

  Dear Omily,

  Sorry for the frustration. After looking up your account it seems that we accommodated your request to transfer units despite the fact that there was not evidence of any serious mold problem in the original unit. We hope this solves any problems and your tenancy will be positive from here on out!

• Initial Complaint

  Date:06/24/2024

  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.

  My very old looking breaker box went out on 6/21/2024 and I submitted a maintenance request via the portal. I called the maintenance phone number and texted ****** but there has been no response for almost 24 hours. All of my food has rotted, my dog and I are suffering through a 3 day long heat wave with no power. It is untenable and a fire risk. There is apparently no way for me to get in contact with anyone who manages the building as the maintenance phone number goes to a third party company that cannot give me any information. I just want to know when I can expect someone to come out to fix it so I dont have to wait around for days in the apartment with no food or ac. If they cannot fix it for days and cannot call or text me about when they can fix it for days then this is an uninhabitable apartment and I would like my rent compensated for the days they refused to perform the required maintenance.

  Business Response

  Date: 06/24/2024

  We are sorry to hear of your frustrations. During summer heat waves it is not uncommon for the breakers to blow because too many people are running ACs at the same time. Reviewing your Work order it looks like you inputted the work order Friday evening after hours and we were able to dispatch and send a vendor after hours on Saturday to resolve the problem. We suggest in future not running multiple AC units and other appliances at the same time as the breaker boxes can only handle so much in CA. 

• 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.

  Hello, I live in an Apartment complex owned by ************** Management, but managed by a representative of Winstar Properties. On January 4th, Winstar properties turned off all of the gas and hot water in our apartment complex and removed all methods of contacting them. They have been sending us emails from an email relay and have now kept our entire complex without Gas for 7 days now and ongoing. We went without hot water for 6 days. I've been trying to reach someone to discuss terminating my lease as I now find my unit uninhabitable, but it feels impossible to reach a reach a representative. If you got to their website, they don't make it easy to contact them. As You can see in the supporting documents below. Initially, we were provided some contact information, but as time went on, Winstar removed all methods of contacting them outside of sending postage mail to the building that we live at despite none of their representatives occupy. They turned off our gas and told us there were gas leaks that needed to repaired. Its been several days without access to gas now. I called ********* and spoke with a ********* representative whom was surprised that our gas issue hadn't been resolved yet. They informed me that typically when a building has a gas leak, they complete the repairs in 1-2 days and then they return to turn on the gas. ********* mentioned its strange for a property manager to remove all forms of contacting them while the gas is out. The only personalized form of communication I got from our Winstar Properties representatives, was them sending me a bill that was due on the 1st of January, but they didn't send it until January 4th when the gas was out and they added a late fee! All of the dates are in the attached email evidence. Through my research, I discovered Winstar Properties has a history of turning off the gas on extended periods of time at Apts. I would not be surprised if it was used as a tactic to force residents out to allow for renovations.

  Business Response

  Date: 01/12/2024

  I have just spoken to this gentleman and advised him that Winstar does not manage the property he lives. Also the manager he noted, *********, does not work for Winstar. Looks to be a little bit of confusion. I am sorry what he is going through and hope he reaches out to the right company, but Winstar cannot help solving his issue since we do not own or manage this building and has no connection with them. Please take the complaint down. 

• Initial Complaint

  Date:11/30/2023

  Type:Customer Service Issues
  Status:

  UnresolvedMore 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 property manager of ************** is very unprofessional when listening to a resident complaint. He was defensive and was not listening to the issues the resident had. Also the paperwork on the notice bulletin board is inaccurate about property contact information. There was no resolution offered, and all he could say was im sorry you feel that way and you could have called me.

  Business Response

  Date: 11/30/2023

  Dear ******,

  We are sorry you have had issues contacting your Manager. We reviewed the phone numbers and they are working. As well, if you dial extension 2 on that number it will lead you to our 24/7 Maintenance contact center. You can also text your manager or input a maintenance request through your Tenant Portal. Based on our system you Tenant Portal is activated and you are able to access it. We have also followed up with your Manager and will continue to follow up with you as well. Hope this resolves any issues. 

  - Management

  Customer Answer

  Date: 12/02/2023

   
  Complaint: 20935862
  
  I am rejecting this response because: I would like to have a reimbursement of the fees used to park my car when the clicker I was assigned did not work consistently. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 12/18/2023

  Hi ******,

   

  Please advise how many days your clicker was not working properly and we will bring up the issue to management about a credit. Thank you. 

  Customer Answer

  Date: 12/19/2023

   
  Complaint: 20935862
  
  Thank you for the reply. My clicker was not working for 2 days inconsistently. I did mention this to **** the on site manger and he advised there was nothing that could be done. I did not accept that answer because both times it happened was when the office was closed, and I had to pay to park my car outside of my residence for 2 days that I pay monthly parking for. The principle is inconvenience, which is why I'm upset and that there was no type of compassion expressed or even sense of understanding from ****. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:10/18/2023

  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 got an eviction notice by the property. I have applied last month for a rent assistance program where they could pay the property directed if accepted. It is still pending. I am also trying to reach my property management but no one seems to answer and ***** answered for a week. I have no way of paying them what they are asking me to do. I also have a pest infestation, and that is part of the reason. They are everywhere and havent gone away since moving in. There was also a pipe leak in my apartment and they had to open the wall to get the pipe fixed. They have yet to close the hole in the wall. I dont know what to do because it is so hard to reach the company. None of the numbers work and they make it impossible to be reached. I can not pay online, it does not let me. I have put in a maintenance request for pest control and for the hole to be fixed.

  Business Response

  Date: 10/18/2023

  Dear ******,

  Reviewing your ledger you have not made a single payment in over 3 months, and you have not shown proof of rent relief acceptance either. If you would like to pay your balance in full please contact your property manager at **************. If you have a maintenance request please make it via your tenant portal or 24/7 ************************** at the same number x 2. 

• Initial Complaint

  Date:01/24/2023

  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.

  Rodent infestation in the apartment, I've had to throw away a sectional sofa because the rodents had babies in it. Purchased a new one there in there again. I cannot use my kitchen because it is so filled with rats and mice that live in the stove in the cabinets they make holes in the wall, we will seal the holes put away the food and they're still here. We have countless traps around, we have been contacting winstar for months about this issue and they said that me and my family are on our own. I have a new born baby. This is a health hazard I cannot use the living room or kitchen. I've thrown out majority of my kitchen appliances and dog bed and dog toys. My family has done everything in our power to relive this issue on our own and when we asked for help management said I am on my own.

  Business Response

  Date: 02/13/2023

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

  We are so sorry for the frustration and inconvenience this has caused you. According to our work orders and tenant communication notes, it looks like we have serviced your unit, multiple times since we were notified about the Pest Control Issue. Unfortunately, sometimes in these circumstances it takes more than one treatment for the problem to be solved. According to our most recent notes on your unit, you reported last week that you had not seen any more rodents. Hopefully, the issue has been resolved. If you see the issue happen again, please continue to put in a work order immidiatly so we can service your unit again until the issue is completely resolved.
  

• Initial Complaint

  Date:01/17/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 is intended for ****, Director of Operations:****,I missed your call last Friday, but I called back several times since then, and it seems you are never in the office.It appears that my concerns are not really been taken seriously, but I assure you that I will take every measure at my disposal to expose what is going on at the property & will file as many complaints as I need to if nothing is done to remedy the situation/problems I am facing.Here is a list of all the issues I am asking you to address immediately, or I will ask you to let me out of my lease & will move out.I have barely been at the property for a week. 1) The resident at 101 has a small dog that barks nonstop when she is not home, so from about 7am until about 6pm, all day long, nonstop, and even at night if she is not there. I have talked to her about it, and she is denying her dog barks & says she does not care to fix the matter, she is being really rude & non-compliant.So this is the biggest issue I have.2) There is a huge transient/homeless people issue in this building. I have seen them being let in by residents or they sneak in & hang out in the stairwells, while drinking out of bottles of liquor, they are high on drugs, and I do not feel safe, it scares me a lot, and that is my second big problem. 3) Some residents appear to either be drug dealers or linked to drug dealers, as I overheard conversations about supplying drugs, I am referring in particular to the resident living at unit 113, he is a security guard.4)Every time I open my bathroom door, I smell a strong odor of weed, and that is a big problem as well. This should be prohibited for all residents. I do not smoke weed & do not want to smell it in my home, so I am asking you to identify where the smoker is & ask them to stop.5)The whole building is dirty, the hallways, the stairs, outside at the back of the building, I can tell it is never being cleaned, it is disgusting, it should be swept & moped weekly. At the back of the building where we take out our trash, I have seen dog f**** because residents take their pets to the bathroom back there, it smells of ************* & there is trash on the ground everywhere, it is absolutely disgusting !6)The smoke alarms in the hallways are constantly beeping, and it prevents me from sleeping, it is extremely annoying. I asked ************************* several times to fix it, but he still has not.7)Residents are smoking cigarettes in their apartments, sometimes with their doors open, which bothers me a lot because I am a non-smoker, one of them is my neighbor at unit 107.8)There are rats running around the hallways. ***** said there were traps, but it appears that is not enough, because they are still there, even with the traps, so something more needs to be done. I also do not understand why all the doors/gates are opened at the end of the hallways, they should all be closed, every door, because right now it makes it easier for the rats to be in the property.I have asked ************************* almost daily since I moved in to address all of those issues, but it seems he does not care & has not done anything significant to address things, he also often avoids my calls & text messages, which I do not appreciate.Please get back with me by *************** what actions will be taken & when to remedy all those issues.I will reiterate that if I see no improvement soon, I will request to be let out of my lease & will move out.I do not feel safe, and it is your responsibility, since you are the landlord to make this a safe place to live for your tenants.Last night the police were called about a domestic disturbance, residents are behaving like savages, I hear them scream & argue all the time at all hours, this is unacceptable. Some residents walk up & down the stairs drunk holding bottles of liquor, I cannot live under these conditions. I am constantly worried that my home will get robbed.***************************

  Customer Answer

  Date: 01/20/2023

  Update:
  I have spoken with *************** on 1/19/2022, who assured me all of my concerns would be addressed, but sadly I am noticing that no actions are being taken to fix any of the issues. All she kept saying was that there was nothing she could do, which is not an acceptable answer, I believe there is a lot that can be done, as she represents the landlord.
  I explained to her that ultimately, I will have no choice but to request to be let out of my lease, as I do not feel safe, and will move somewhere else.

  Customer Answer

  Date: 01/20/2023

  I am awaiting her response to the BBB, and do hope some solutions will be offered, instead of just stating that nothing can be done.