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:07/19/2025

  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.

  Okay here is the deal we have lived at this apartment complex for almost five years since this property management company took over in April of 2024 have had nothing but problems with them and now got a letter from them stating we have to move out by Aug 31st as they are not renewing out lease and now they are stopping us from getting another place because we applied and was told by the other apartment complex that due to ozark property management company saying we are not keeping the place clean they are not renewing our lease well they have done nothing but rob us blind as our lease from them that was done in April of 2024 states our rent was 600 a month but have been charging us 700 dollars a month when I confronted them about this was told that I had signed a deal with our old personal property management company for 700 a month well that was with the old personal property management company not branson tri lakes property management company which clearly states rent is 600 a month then they have a laundry room and you pay 2 dollars to wash and two dollars to dry and at least four times I have put 2 dollars in the washer and it doesn't even turn on they only refunded me 4 dollars and several times I put money in the dryer ran it on high for 45 minutes the clothes never got dry has to go to laundromat to spend extra money and they are refusing to give us a good review to another property management company and spent 60 dollars already on application fees to try to get another place to live to be refused because of this property management company we all three are disabled that live in the apartment they are wanting us out so they can charge 900 a month as they have a vacancy here now and that is what they want per month for that unit they even walked through before they did the lease in April of 24 and never said anything about it being dirty and sure gave us a lease also have had alot of maintained issues some still not resolved causing us problems to

  

  Business Response

  Date: 07/23/2025

  ******* ***** was already a tenant when we began managing the property last year. Cleanliness and bugs were ongoing issues with his unit, particularly in regards to urine odors due and urine-soaked items. We spoke to ******* several time throughout the year, both in person and via text messages, trying to work with him to resolve these issues. The owner's maintenance man also spoke to him when we would come out to treat for bug or other issues. After his most recent visit on 7/2/2025, the owner instructed us to not renew their tenancy. We sent notice to ******* & **** telling them they needed to be out by August 31.

  We receive a rental verification requestion from Service First Management. We answered direct questions honestly, as is our professional responsibility. I am forwarding the verification form along with the *****' Tenant Ledger for verification. I am also sending the record of text messages with *******, and have highlighted where cleanliness was discussed. 

  As for the laundry machines, we have refunded all money that ******* tells us he loses in the machines as soon as we are informed without question even though he is the only one in the building that is reporting loosing money. We have also had the machines serviced every time a problem is reported. This is also reflected in the 39 pages of text message conversations. 

• Initial Complaint

  Date:05/03/2023

  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 placed a maintenance request in with the property management company regarding a leak in my shower/tub on 4/3. The leak caused flooding in my bathroom and water to pool under the tile. The leak was found to be caused partly by a faulty drain however the plumber also noticed the fixtures needed replaced and the tub and shower needed sealed. It was also noted mold was growing in the crawl space. The shower is still leaking and mold continues to grow on 5/3. There has also been water damage found under the living room and laundry room. All of the floors in the cabin have become soft and are in need of replacing as well as the sub flooring. I have had to vacate the premises as I experience breathing issues and chest tightness while in my own home. My dogs have been experiencing breathing issues and one is losing hair in clumps. I am doing this at my own expense and am not being offered any compensation. The property management company has deleted my maintenance requests hoping that will restart the clock it will go away. I have kept track of these as well as the other request I have put in. They are not returning my deposit to allow me to find another place to live but told me I may break my lease with a 30 day notice. I gave notice on 4/20. They are stating they will not prorate the rent for the month of May with the notice even though I will not be there for the entire month. They are in breach of contract by my rental not being habitable. I only have one bathroom which has not been repaired. The unit itself is a danger to the health of myself and my pets. They expect me to fall ill and clean water and mold up while continuing to pay them rent.

  

  Business Response

  Date: 05/09/2023

  The tenant did put in a maintenance work order for a
  water leak at the bathtub, and we sent a plumber out to repair it. A couple
  days later the tenant put in another maintenance request to say it was still
  leaking. We sent another plumber out who discovered another leak at the drain
  and repaired that leak. It took two trips to complete the second repair, and mold
  killer agent was applied under the house to treat any beginning mold and to prevent
  any further mold. At the request of the tenant we asked the plumber if the
  tenant needed to stay away until the repair was completed. The plumber assured
  us that there was no problem with the tenant being in the unit; specifically
  that there was no danger from mold or toxins from the leak. The tenant put in a
  third maintenance request between the two plumber visits, and that request was
  cancelled as it was a duplicate of a work order already in process. The tenant
  then put in a 4th work order stating that the tub was still leaking,
  mold was still growing, the bathroom floor was soft and unsafe, and the tiles
  were coming up to due to water under the tiles. We brought the plumber out
  again and our in-house maintenance met them at the unit. There was no evidence
  of a new or continuing water leak, and the underside of the unit was dry. The
  sub-floor will need to be replaced at some point, but the actual bathroom floor
  is not soft or weakened. There is only one loose tile on the bathroom floor. It
  is the same loose tile that was noted at her move in. It had not gotten any
  worse, and was not due to water under the tile. The tenant also claimed that
  the floor is now soft and rotting throughout the house. Maintenance has checked
  this out and found the floor is sound throughout and there is no damage except
  the bathroom subfloor noted above. The tenant has since called and claimed the
  entire house is tilting now and she is afraid it will fall over. This has also
  been found not to be happening.

  The tenant also claimed that mold was growing on the
  vanity, but this turned out to be an area where the white paint had worn or
  chipped away, and the wood underneath was showing through. This is shown in the
  picture she posted here, but if you enlarge the picture you can clearly see it
  is wood showing and not mold. (Enlargement of photo attached)

  At another time the tenant said that birds were
  getting into holes in the roof overhang, so we had maintenance come out and
  seal these holes. The tenant then told us the birds were angry that we had
  blocked them out and were attacking her and pooping on her when she went
  outside, and pooping on her porch for revenge when she stayed inside.  A month later she told us the birds and
  squirrels were now getting into the wood burning stove and the walls. We sent
  maintenance out to check and found no evidence of any animal in the walls or stove.
  No access points were found for critters to get into the walls, and the stovepipe
  cap is in place and secure.

  The tenant has put in a total of 10 online maintenance
  requests since moving in on March 1, 2023, for a total of 4 actual issues. Sometimes she would
  place multiple requests for the same issue on the same day. All 4 of these
  issues were repaired. No work orders were ever deleted, but duplicate requests
  for the same issues were cancelled.

  The tenant stated in mid-April that she wanted out of
  the lease. We contacted the owner with her request, and the owner agreed to let
  her out of the lease providing she paid May rent and a full calendar-month written
  notice as per her lease. The tenant did give written notice on April 20, but
  did not pay May rent. She contacted us on Friday, April 28, to ask what her prorated
  rent would be for May since she would be out May 20, and when she would get her
  deposit back. We told her the owner had requested she pay May rent to be released
  from her lease, but we said we would ask the owner about proration. We also explained
  that she would receive her deposit disposition letter within 30 days of move
  out with a check for any deposit being returned, but the amount of that check
  would depend on the condition she left the unit at move-out. The tenant became
  very irate and stated we needed to give her the contact information for the
  owner for her attorney. We sent our attorney’s contact information and said any
  correspondence could be directed to him. In the meantime, we emailed the owner
  to ask her about prorating May’s rent.

  It was at this point that the tenant filed this
  complaint. No work orders have been deleted, although multiple duplicate work
  orders for the same issues (sometimes made the same day) were cancelled. We did
  talk to the owner as we said we would. The owner stated that if the tenant was completely
  out of the unit no later than 9:00am on May 22, 2023, she will waive May’s rent
  and return her deposit. The owner had not been made aware of this complaint or
  the lawyer threats at that time, but has been made aware since.