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:08/05/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  June 19th, 2025 Received Keys We noticed the mouse problem during the initial walk-through because we found a dead mouse in the shed outside, mouse droppings under the kitchen sink and in the bottom kitchen cabinets, and under the upstairs bathroom sink. Five Star was closed at this time, so we waited until the next day to call them to find a solution. June 20th, 2025 I called Five Star at 11 when they opened to express my concerns. I was informed that we should fill out the walk-through inspection and take pictures of everything, and we would go from there. We submitted the move-in inspection, taking pictures of all evidence of mice we could find, including feces, dead mice, mouse traps, etc. We deep-cleaned the entire apartment because the shelves were not wiped down, we found a sock in the closet, the hardwood floors were dirty, and the back patio was dirty and had items left in it. During cleaning, we also found mouse droppings underneath the fridge, which had also not been cleaned. Five Star did not contact me about the mice at any point after our inspection was submitted. I contacted them to explain concerns at a later date, which is documented below. June 23rd, 2025 Purchased and placed mouse traps June 25-July 17 Caught 5 mice July 15th, 2025 I contacted Five Star about mouse problems. They said that it is usually the tenant's responsibility to schedule and pay for pest control, but since this was a problem before we moved in, they would contact them for us. July 22nd, 2025 When I returned from work a mouse trap was missing. Leading me to believe the mice are hiding in the kitchen somewhere.Moxie Pest Control set up mouse traps. They informed me that, based on where the droppings were found when we moved in, and where we have been catching the mice, they are more than likely in the plumbing. Cleaned up more droppings found under fridge. August 1st, 2025 3 dead mice in traps in our kitchen and mouse blood all over near each trap.

  Business Response

  Date: 08/15/2025

  We immediately took action when we were notified about evidence of a mouse when the residents moved in on June 19th. While the apartment had been professionally cleaned, it seemed the cleaner may have missed something and that a mouse had unfortunately been there in the interim while the property was vacant. We offered to send a cleaner to address the concerns reported. The residents declined and indicated they had already taken care of those concerns. We were not notified of any persisting rodent issues until July 15th. 

  We immediately dispatched a pest control vendor. We continued to monitor the situation and followed up with the vendor to ensure the issue was being addressed. During this time we were working with the ********************** and the owner of the property to address any potential access points to the property. Additionally, we were actively working with the resident to reach a resolution when this complaint was posted. We offered to help the residents find a new home immediately that would meet their needs due to the circumstances, though the residents declined this offer. All parties reached a resolution on August 8, 2025. During these discussions, the resident agreed the resolution met all of their needs, and indicated they would remove the complaint with the BBB. All concerns noted in the complaint have been addressed and an agreement has been reached satisfactorily. 

• Initial Complaint

  Date:07/31/2025

  Type:Order 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 daughter and her friends rented the property at ******************************************************** for 2.5 years. They vacated the property in May of 2025. The property was clean when they vacated. They cleaned the carpets, filled nail wholes, cleaned and wiped baseboards and windowsills per their lease. Five Star Property Management is charging us for painting that is falls under normal wear and tear. They are withholding our security deposit of $1,599 and charging us an additional $1,378.04 for a total of $2,977.04.Title 6 of the Idaho Statutes says, "a landlord shall not retain any part of a security deposit to cover normal wear and tear." Normal wear and tear is defined as deterioration which occurs based upon the use for which the rental unit is intended and without negligence, carelessness, accident, or misuse of the premises.We have offered to pay for the professional cleaning fee however, painting the entire house is not necessary. We would appreciate any guidance and support. I have attached a photos and a copy of the vacate inspection.Thank you,**** ****

  Business Response

  Date: 08/12/2025

  We acknowledge and respect Idaho Statute *****, which indicates security deposits should not be used to cover normal wear and tear. Accordingly, we gave the residents credits totaling $1,376.67 specifically for normal wear and tear during their occupancy.

  At the move-out inspection, our staff found the property was not sufficiently clean, and there was damage beyond what could reasonably be considered normal wear and tear.  Our attached photos are just a few examples showing dust buildup on baseboards, razors and loofahs left behind in the bathroom, and wall damage.

  The total cost of cleaning and repairs for this property exceeded the security deposit amount, even after the wear and tear credits were applied to the balance.  This is uncommon and resulted in a balance due on the residents' account.

  Upon request for further review, our staff checked the inspection documents and found the charges to be correct. We responded to each inquiry from the cosigner and residents with transparency and in good faith, and provided photos and a copy of the move out inspection documents to them. While we appreciate the residents willingness to pay the cleaning charges, there was more required to return the property to a habitable and re-rentable condition, as agreed upon in the lease. The credits for an expected amount of wear and tear are clearly noted on the itemized statement we sent to the residents.  

  We hope this response provides clarity and demonstrates our commitment to fair housing practices and compliance with Idaho law.

  Customer Answer

  Date: 08/12/2025

   
  Complaint: 23681592
  
  I am rejecting this response because:

  I am not accepting 5 Stars assessment. Under Idaho law, there is no such thing as wear and tear credits. Dust buildup, razors, and loofahs are not examples of damage and should not be deducted from my security deposit.

  I have offered to pay the professional cleaning fee of $250.00. I have also requested photos showing misuse or damage. The photos provided by 5 Star Property Management show nothing larger than a standard nail hole, which Idaho state law (Idaho Code *****) clearly considers normal wear and tear.
  

  According to the statement I received, the cost of repairs exceeded our security deposit because they claim every room needed to be completely repainted. However, Idaho Code ***** states that a landlord may only withhold from a security deposit for actual damages beyond normal wear and tear. Repainting due to ordinary use does not meet this standard and is not a tenants responsibility.
  

  Additionally,Idaho state law requires third parties holding tenant security deposits to maintain them in a separate account. I have requested, and again request here,a copy of my account records along with any interest that has accrued during my tenancy.
  

  The property is over 50 years old and is clearly starting to show its age. It is evident that 5 Star Property Management is attempting to hold me financially responsible for the lack of upgrades and normal deterioration that comes with an older home, which is not permitted under Idaho law.
  

  It is evident that you 5 Star Property Management is unwilling to resolve this matter in accordance with Idaho law. I therefore have no choice but to file a complaint in small claims court, to recover the full amount owed to me.
  
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:11/19/2024

  Type:Sales and Advertising 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.

  11/13/2024 Received a statement from Five Star Property Management.Deposit and Credits Security Deposit $799.00 October Fiber optic internet Utility Fees Due Per Lease credit (10/22/24 - 10/31/24) $14.52 October Utility Fees Due Per Lease (10/22/24 - 10/31/24) $48.39 October Rent (10/22/24 - 10/31/24) $285.48 Painting Wear and Tear Credit $728.75 Maintenance Wear and Tear Credit $206.87 Cleaning Wear and Tear Credit $36.51 Tenant Overpay (9/25/24) $865.06 Total Deposits and Credits $2984.58 Deductions Maintenance Replace blinds (****** ****** #***) $340.00 Maintenance Painting labor and materials living room (****** ****** #***) $473.21 Maintenance Painting labor and materials kitchen (****** ****** #***) $567.86 Maintenance Painting labor and materials bathroom (************************* #***) $283.93 Maintenance Painting labor and materials hallway (************************* #***) $189.29 Maintenance Painting labor and materials left bedroom (****** ****** #***) $378.57 Maintenance Painting labor and materials middle bedroom (****** ****** #***) $378.57 Maintenance Painting labor and materials right bedroom (************************* #***) $378.57 Cleaning Final clean (Trail Creek Cleaning Services #****) $306.48 Total Deductions $3,296.48 Balance Due $ ****** I should not owe them any more than I have already given. On 5/2/2022 we dealt with a leak from the roof, this damaged our bed we just purchased that same year. This leak we dealt with several time during our stay. We had ants coming in the building. We made complaints of other tenants having parties nightly, we made a police report after nothing was done by the company.

  Business Response

  Date: 11/27/2024

  After the complaint submission, the resident reached out to us directly to request a review of their security deposit statement. We have completed our review of the resident's Security Deposit Review Request. After thoroughly investigating and carefully considering the provided documents, a reduction to the balance owed was offered. Following the balance reduction, an additional discount was offered to the resident, if the resident agreed to pay their outstanding balance due. All other charges were verified and a copy of the inspection report and supporting images were provided to the resident. After additional follow up attempts, following the initial response and offers sent to the resident on 11/20/2024, the resident has not responded to us. All maintenance requests received during their residency were addressed, escalated appropriately and resolved.

• Initial Complaint

  Date:09/04/2024

  Type:Product Issues
  Status:

  ResolvedMore 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 July 15th, 2024 our lease ended with the rental we were renting from Five Star. We did all the cleaning, had the carpets professionally cleaned, and followed the move-out instructions. On August 13th, 2024 we received the Security Deposit Statement from Five Star. The statement showed Five Star was going to deduct $555.04 from our security deposit, most of this amount was to cover painting and cleaning expenses. This confused me, since we had only lived there for a year, and in my opinion, we had taken great care of our rental and had cleaned it thoroughly upon moved out. I called Five Star the next day and asked for an invoice of the charges they had made. Five Star sent me an email of the Vacant Inspection which included pictures of what needed to be painted/repaired. Several of the pictures showing what needed to be painted were of marks that I had reported in our Move-In Inspection. I had pictures to prove it. Other pictures Five Star had taken were of wear and tear that had probably been there for years. There was no way we had done that damage in only a year. Also on the Vacant Inspection, cleaning of the rental could be classified as "S" for "Satisfactory" or "D" for "Damaged or Dirty." Under the category of "Cleaning," Five Star had marked that our cleaning was "Satisfactory." However, Five Star was still going to charge us $108 for a final clean of the unit. I sent Five Star an email on August 14th explaining my concerns about the Security Deposit Statement. I followed all their instructions, addressing the issues I wanted them to reconsider, along with submitting pictures as evidence. I sent my email to three different email addresses which Five Star had given me. On August 22nd, 2024 I called Five Star, they didn't answer, and I resent my email since I had not heard anything. On August 30th, 2024 I called Five Star again and left a message. It is now September 4th, 2024 and I have still not received a response from Five Star.

  Business Response

  Date: 09/19/2024

  We have completed our review of the resident's Security Deposit Review Request. After thoroughly investigating and carefully considering the provided documents, we worked closely with the resident to reach a mutually agreeable settlement. As a result, an additional refund was issued to the resident. 

  Customer Answer

  Date: 09/19/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:06/17/2024

  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 husband and I rent a property managed by Five Star Property Management. On May 16, 2024 we reported a wet spot we had found in our living room carpet along with some water damage to the baseboards. Five Star sent a plumber to find out what the problem was. The plumber reported that the leak came from our AC unit. On May 23rd an RCH worker was sent to look at our **** system. He confirmed our AC was causing the leak and that in order to fix it, he would need to replace some parts of our **** system or the owner of our rental would need to get a new one entirely. Five Star told us we would need to wait for the owner to make a decision. We contacted Five Star a few times to see if the owner had made a decision about the **** system and each time they told us we would have to wait. On **** 11, 2024 Five Star informed us that the owner had made the decision to replace our **** system and that an RCH worker would contact us soon to schedule that service. Today is **** 17, 2024 and we have not been contacted by an RCH worker. I called Five Star today and informed them of this information and they told me we would have to continue to wait. This entire time, we have been living without AC in our house. It is **** and our house is almost always 80 degrees Fahrenheit. The leak and water damage has not been addressed since the plumber came and I am concerned there might be mold behind the wall in our living room. Five Star only tells us to wait and then nothing is done to resolve our problem.

• Initial Complaint

  Date:02/02/2024

  Type:Order 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 is a HUGE rip off, I wish I looked at their practices via BBB before I signed a contract with them. The other comments are correct they steal money from the renters via the security deposits. They took over half of our $2400 security deposit, charging for excessive cleaning (2 charges for cleaning and painting). I moved into a brand new rental property, this property had issues from day one. The site to pay the rent did not work, the dishwasher and garbage disposal did not work, the grass was not cut and with scorpions the land next to the home was really high, took them for weeks to cut . There were more issues with this property and the management company to even count. Move out ***** the property management says the house was trashed basically, I am not sure what she is looking at. She zooms in on scratches from normal wear and tear and the corners of the floor and blinds. They charged us for cleaning and deodorizing pick one we got the carpet professionally cleaned but we didn't do the pet cleaning (we will take that) but what is the other cleaning for? She wanted to charge for a air filter she couldn't find she had no clue where the hvac unit was, she did eventually refund that because I sent her receipts and told her where to look. We took pictures of the home after we moved everything and cleaned and it she expected the home to be brand-new so why does it say normal wear and tear???? The door on the outside was scratched from dog nails we accept that we didn't have the paint color but is it $1k worth of paint absolutely not. Just know that using this management company you will be losing some if not all of your security deposit, it is their way to scam you out of money. I have rented properties and rent my properties and never seen anything like this in my life. I will never use this property management company they running scams worldwide it seems. I have the pictures to back up the way the home looks when I moved.

  Business Response

  Date: 02/09/2024

  This complaint was filed in error against the wrong business. We are a property management company that offers rental homes in *********, ***** and are unaffiliated with any other management companies. 

• Initial Complaint

  Date:10/20/2023

  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 put a hold on a rental, when they denied my rental application they held my deposit a week. When the week was up they refunded the deposit, but turned right around and recharged the same amount canceling out the refund. When I called and asked why I was told they would find out and call back. They never did. I called my bank and they said it was recharged. Now they refuse to take me calls, refund my money, or return my emails.

  Business Response

  Date: 10/28/2023

  The customers assertion that they were charged a second time, effectively canceling their refund, is false. Their statement about calls and emails being refused is also false.  The customers desired settlement of a refund had already been processed and cleared before this complaint was filed.  Transaction history for this customer is attached, as well as bank verification of the refund.
  
  As the customer indicated, we were unable to approve their rental application, and therefore issued a refund of their balance once the payment had cleared the bank. (Their original application fee payments had previously been returned for insufficient funds).
  Our office notified the customer the refund was processed on Friday, 10/20.  Later that day,the customer reached out with a concern about a pending charge she was seeing on her online banking.  It is unclear why the customers bank screenshot temporarily showed a pending charge on the day we issued a refund, but this was not an actual charge, and it never cleared the bank.  The customer assumed this meant we were charging them again, but that was not the case.  As soon as the concern was brought to our attention, our office staff immediately looked into the concern with our payment processor, PayLease. We confirmed the customer was NOT charged a second time, and further confirmed the requested refund was processed and cleared our bank account.  The customer filed this complaint on the same day we processed the refund, 10/20/2023, and claims that we refused to take calls or return emails. This is not accurate.  Office staff have called and emailed the customer repeatedly, but the customer has not responded.  There were multiple phone calls back and forth with the customer on Friday, 10/20.  On Monday morning, 10/23, our office emailed the customer again, providing her with additional contact information for the payment processor and notifying her of the confirmation received for the refund processing.  After not hearing from the customer all day, our staff again emailed before the close of business,following up to see if she was still seeing a charge in her account or if the issue was resolved. 
  Our staff has further attempted to call and follow up multiple times throughout the last week and has received no response.We believe the reason she is not responding to us is that the phantom pending charge never materialized or posted, since it was never a real charge.