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:07/21/2025

  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.

  On July 1, 2024, I was scheduled to move into **************, Unit 1F, managed by Frontier Property Management. Upon arrival, I discovered that the bathroom ceiling had collapsed onto the floor, despite being told the unit had been professionally cleaned earlier that day. I immediately reported the issue and requested a repair timeline, but was not notified when repairs were completed. As a result of the initial water damage, mold has now spread to the bathroom, hallway, closet, and kitchen pantry. Pest control has been out twice, but pests persist. I requested a licensed plumber inspect the work, but received no response. Additional repairs (e.g., interior doors) remain unresolved. The kitchen sink and bathroom were not professionally cleaned. I asked for pro-rated rent, as I couldnt move in until July 4. A $200 credit was posted, but no formal explanation was given. This experience has been extremely stressful and disappointing.

  Business Response

  Date: 07/22/2025

  We have been actively working on the necessary repairs for this unit. As soon as we were made aware of the pest issue, we promptly sent pest control to address the problem. Maintenance was also dispatched immediately after we were notified that the ceiling had collapsed.
  The ceiling damage was caused by a leak in the upstairs bathroom. This issue has since been resolvedthe leak was repaired, and the affected area was cleaned up. In addition, we sent a restoration company to assess and treat any organic growth. They were instructed to coordinate directly with the tenant to schedule the necessary work.
  We also provided a rent credit to the tenant due to the delay in their move-in date, as well as a credit in place of the standard cleaning fee since we were unable to send a cleaner after the tenant had moved in.

• Initial Complaint

  Date:07/12/2025

  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.

  After paying close to ***** in rent, my family and I have not been able to properly communicate with this company about getting a new washer. Our unit has in unit washer and dryer thats included with our apartment. We have been without one for over a month and especially with an infant child, thats something thats extremely important. This company sent us a washer that was damaged and also not even 1/4 of the size we have now from a warehouse. The warehouse employee said they had our exact one in stock. So now we probably have to go another month without a washer because the company does not answer their phones or emails until weeks later. Company offered $50 off rent for the next month but we have been going to the laundromat and it costs double that a week. As a parent going through postpartum and working full time, this is extremely upsetting; especially with our rent being increased within the last 2 months.

  Business Response

  Date: 07/14/2025

  We sincerely apologize for the inconvenience this resident has experienced and appreciate the opportunity to provide clarity regarding the situation.
  
  Shortly after being notified that the in-unit washer was not functioning properly, our maintenance technician responded promptly and spent over three hours attempting to repair it. Unfortunately, the issue required a replacement part, which had to be ordered. Once the part arrived, our technician returned and spent another 2.5 hours working on the unit, successfully getting it temporarily operational. However, it stopped functioning again shortly thereafter.
  
  Given that washer and dryer units typically have a lifespan of 8 to 12 years, and because we recently took over management of this property, we did not have full records on the age or service history of the appliance. Due to the continued issues, we opted to replace the unit rather than pursue further repairs.
  
  The replacement unit was sourced from a reputable appliance vendor, and while it may differ slightly in capacity, it is a standard stackable washer and dryer set that is compatible with the layout and size constraints of the apartment. We have been in communication with the appliance company to ensure the correct unit is installed and are actively working to resolve this.
  
  To acknowledge the inconvenience, we provided a $50 rent credit. We understand this does not fully cover all costs the resident may have incurred, but it was intended as a gesture of good faith while we completed the replacement process.
  
  We genuinely empathize with the resident's situation and regret any frustration this may have caused. We are committed to improving communication and service moving forward and are working to ensure a functioning washer/dryer is available as quickly as possible.
  
  Thank you for being part of our community.
  

• Initial Complaint

  Date:06/27/2025

  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.

  Frontier property mgmt is discriminating against me and refusing to address issues in my unit. They apply lease terms to me only and not to any other resident and are doing everything possible to avoid responsibility and not uphold their end of the lease agreement.

  Business Response

  Date: 07/10/2025

  We have addressed the issues that were submitted through work orders. Additionally, we have scheduled someone to visit the unit next week to address any remaining concerns.
  There has been no discrimination; all tenants receive the same information and are held to the same lease terms and standards.
  As a former disgruntled employee with a known history of dissatisfaction, this resident continues to harass staff by sending multiple emails to individuals who are not affiliated with her property. She consistently belittles staff members and makes unfounded accusations.

• Initial Complaint

  Date:06/02/2025

  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 renting from this company for almost 6 months now and it has been nothing but problem after problem that the company has largely ignored. I have a pipe leaking in my utility room drain that I reported almost a month ago but the company completely ignored my maintenance request, and the pipe continued leaking. Now I have roaches all over my apartment and there are flies coming out of the drain. I reported issues with my windows not closing properly letting an air and bugs. This was ignored for six months then they tried to fix it, but the maintenance tech informed me that the windows are so rotted out theyre not fixable and they need to be completely replaced. Since then nothing additional has happened in the windows have not been replaced or properly fixed. My back door leaked and repeatedly soaked the bedroom carpet with large amounts of water, but the company did nothing to remove the water or prevent mold. They havent mowed the grass a single time this whole year. When I sent my property manager photos of the roaches, she told me that its normal and she has bugs in her house too. But this is not normal. I should not have roaches crawling on me in my sleep and I cannot continue to live like this so Im just trying to find some way to get them to actually fix these problems! I dont know how they can expect people to live like this!

  Business Response

  Date: 06/02/2025

  I explained that fruit flies, house centipedes, and house spiders are common in older buildings; however, I did not indicate that cockroaches are considered normal. Today was the first time we were notified of an issue with roaches, and we are addressing it immediately. Prior to this, pest control was sent out for general household pests such as spiders, gnats, and similar common issues. We have already conducted a pest control treatment and are dispatching pest control again promptly as a follow up. The leak has been addressed however the condensation line must drain into the laundry room drain, as this building does not have a basement. The issue with the leaking back door has been resolved, and the carpet has been professionally cleaned. Please note that the apartments are rented as-is, passed occupancy inspection, and we do not have plans to replace the windows or window frames at this time. I have followed up several times with the lawn care service regarding the area behind the building that was previously missed. They have assured us this will now be maintained on a regular basis. Lastly, we have offered to release you from your lease without any termination fees should you choose to move out.

• Initial Complaint

  Date:12/31/2024

  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.

  Frontier Property Management listed and rented out an uninhabitable unit according to ************************ standards. Right before the weather started to turn cold, they called to inform me that there was no gas meter at my unit and thus I had no access to heat in my apartment then tried to make it my responsibility to pay to have a gas meter installed. I was informed by ****** that they were unable to install a meter because it is not my property and they needed to permission to inspect the unit before installation. Nothing was getting fixed and I contacted the health department who served them a violation for not meeting basic living condition standards. No tenant should be responsible for getting access to heat, especially in ******** where the temperature can easily dip below into the negative degrees. Additionally, they have made minimal effort to resolve the cockroach infestation or any structural fixes such as replacing the missing glass in the bathroom window that was there upon my move-in. These issues should've been resolved before I moved in. Frontier Property Management makes no effort to improve the conditions of their units putting their tenants in danger.

  Business Response

  Date: 01/02/2025

  The allegation is inaccurate. We did receive a violation from the county that I will attach that gave us 15 days to correct the issue. We did correct the issue to the county's satisfaction, (I will attach the screenshot of that email as well). However, it appears the ****** moved out before the 15 day window expired. She did not tell us she planned to move out and only notified us that she did when we sent out notice that her unit would be visited 48 hours later on an unrelated matter. All of her maintenance requests were responded to. I have attached the full text thread history that will reflect the other multiple times that we thought we had the gas meter issue resolved with her including her sending us her account # to show gas service was actived in her name. I am also responding to the ****** directly with the following email:

  *******,
  We completely and fully deny your allegation that Frontier rented you this unit with the knowledge that the gas meter was missing and/or causing the unit to not have a heat source. Missing gas meters is not something we see on a regular basis (less than once annually) and therefore not something we check for between ******s. We started management of this property 02/24/23 when it changed ownership to the current owner. Your unit was occupied by a ****** when we took over and you were the first ****** we placed at this unit. Because the unit was vacant during the summer and the furnace is the only appliance running on gas there, it did not come to our attention that there was not a functional heat source.
  I did not believe your unit was all electric as you state a maintenance person told you as I would have never instructed you to put the ******** account in your own name. There are units on this property that only use electric but your building is not one of them.
  We are regretful that all of our prior attempts to resolve this issue did not. We truly thought after each contact with you about this issue that it had been successfully resolved because we did not hear back otherwise.  At no point did Ameren or anyone else tell or suggest to us they would be unwilling to install a gas meter at your unit without first obtaining a tag/permit from the county until we received a call from *** ******* with Boone County Resource Mgmt. Once we received the call, I informed him we thought this was resolved months ago and then asked what are the steps needed to resolve this and were informed about needing to reach out to the county first to obtain a tag. We promptly brought space heaters to your unit to keep your unit warm while we scheduled with the county at the earliest time they had available.
  We did resolve the issue to the satisfaction of the county within their allotted 15 day period and notified you and the county that the final step would be to contact ******** to initiate service in your own account per our lease agreement. Since you have notified us you have vacated, we have contacted ******** to start service and have the gas service meter installed and heat fully functional.
  Despite our best efforts, it does appear you vacated the unit without letting us know of your intention to do so until we sent notice that every unit at the property would be inspected. We do require 30 days notice to vacate without penalty and our lease also provides for early termination fees of forfeit of the deposit plus a two month rent penalty. We are willing to waive the 2 month penalty and lack of 30 day notice, totaling $2175 as a concession. 

• Initial Complaint

  Date:12/04/2024

  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.

  I have been dealing with my sewer backed up for almost a month now this is the 3rd time this has happened and I been here since April of 2023. NOW ITS REALLY BAS ITS A HEALTH HAZARD I HAVE P*** AND PEE ALL OVER MY BASEMENT OT HAS ACCUMULATED A MILLION KNATS NO ONE HAS YET TO COME. I have had the city of ********** to come out and inspect and its definitely a living hazard I have ask them to move me into another property but they told me I had to do the process over which I did and was denied for Whatever reason when i was already approved for the house Im currently living in true enough I have been late only because these people will not fix anything and they will charge you saying maintenance showed up and no one never came I even looked on indeed and seen they were hiring maintenance I also know someone me that works for the company saying this is a big scam Now I cant even move because they have stuff in my credit and Im currently still living here

  Business Response

  Date: 12/04/2024

  Hello, thank you for your message we have searched for a ******* ****** & **** *** in our system, and we do not see anyone by that name is there a different name or address your home would be under so that we can further assist you?

  Customer Answer

  Date: 12/18/2024

  This complaint has been resolved.

• Initial Complaint

  Date:10/23/2024

  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 have not been getting heat in my apartment. The H3234333535343433**35H says they won&#**;t turn on radiator heaters until the weather gets colder, but It is freezing in my apartment at night . I also have black mole in the ceiling of my bathroom, which they have known since over a year, my stove only has one burner that works, my refrigerator is old that it leaks badly and bug issues (fleas, roaches and ants). I have tried to spray my building at my own expense. There is poor water pressure in the building and it takes ***** minutes for the water to heat up. Now they are wanting us to pay for water, gas and sewer after my lease was renewed, which I have not signed. There is also standing water in the basement of the building, there are holes in some of the floors and walls.

  Business Response

  Date: 11/04/2024

  Hello. As for a follow up on complaint ID: ******** I am the Vice President of Frontier Property Mang. I have done an investigation into this matter Had have done a follow up with the heating as the apartment building has a boiler system and every fall it is taken down for routine Maintenace before it gets cooler temps. The boiler Has been back up and running since Oct.22nd. The boiler only controls the heat to the building. Hot water runs off Water heaters themselves and the lines from the water heater to the apartment may take a few minutes to heat up because they are in the basement of the building and has to travel to the 2nd floor where tenets apartment is. We have not received any complaints from any tenets about water pressure to the complex. The black mold was on a ceiling tile on a drop ceiling was replaced. The stove has been repaired but one burner. We are currently waiting for a part to repair it, and the ***** is aware of this. The refrigerator has been checked into as well and repairs have been made. The only standing water in the basement spoken as of is around the sump pump that sits in a drain of the floor of the basement. as for holes in the walls are from were old lines ran through and are internal walls not outer walls. As for the utility's ***** was explain to that all utilities are shared and will have to be charged back for their portion. ***** also took Initiative to spray for bugs as nothing has been communicated to Frontier there was a problem. I have also pulled a work order history summery on this ***** and has no record of any Maintenance work orders submitted on any of these issues in their portal that we use for work orders and communication as well and if we do get workorders for maintenance request we do respond in a timely manner.

• Initial Complaint

  Date:08/28/2024

  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.

  The sewer drain has been stopped up at my building at Northbrook Apartments
  105-185 *************, Florissant, MO 63031 for 4 days, f**** & tissue is in the basement, I have contacted the property management several times, each time I talk to them I am told that they will get to it but nothing has been done as of today.

  Customer Answer

  Date: 08/30/2024

  My issue has been resolved by the company. 

• Initial Complaint

  Date:07/11/2024

  Type:Product 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 July the 6 th 2024. I submitted an application to rent an apartment . Application fee was *****. Did not hear from them untill today July 10. And the sent me a text message saying my application was not competitive with the other applications. No phone call or nothing did not even get to look at the place. Yes my credit is not so good. I am working on it. But how can they just take your money and not give you a chance to even rent a place. How can someone find a place to rent with businesses discriminating against you for credit.

  Business Response

  Date: 07/18/2024

  Our application fee is nonrefundable and is stated as such.All criteria are clearly listed in the ads for our units. Applicant was not denied, and may be approved for other units with additional deposit and/or cosigner.

• Initial Complaint

  Date:11/08/2023

  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 moved in last year around September, october and been having a bug issue every since i moved in . Told management multiple times even asked to switch untis they came and sprayed once or twice after three months of being here and was still notified that the bug issue did not get resolved. I have baby bugs to big bugs coming into rooms , kitchen, bathroom tub and nothing has been done. Also on top of the repairs that was suppose to been made at the beginning of me moving in. Now its a year later still dealing with bugs and they are now moving rent to $940 without any repairs or fixing the bug isshe within the building & was now told the bug issue is on me . After already spending over $100 on spray , plug ins & bombs. I reached out to my lawyer and informed them that i woild so i can see what is the law regarding pest in an apartment/townhome and now im being discrimminate against and they canceled my lease

  Business Response

  Date: 11/09/2023

  On December 1st, 2022, ****** Alton came into the leasing office to sign her lease agreement and addendums including a Pest Addendum that says the tenant is responsible for pest control, which she signed and dated (see attachment). Her unit was inspected and passed for health and safety concerns, which includes pests, by a St. Louis County inspector. Shortly after her move in, she called and complained about seeing a bug inside her unit. To be on the safe side, corporate sent out a pest control company on December 21st, 2022 (see attachment) to spray. They reported back that they see no pests or evidence of pests.  
  
  ****** Alton then contacted the office again in March of 2023 to report she had seen another bug in her unit. Corporate then sent the same pest control company back out on March 21st, 2023 (see attachment) to spray all four units in the building. The pest control company came back with the exact same findings as the first time, no pests or evidence of pests. 
  
  Regarding the maintenance she mentioned and pictures she provided. On November 6th she complained that the vinyl flooring was coming up around her tub in her bathroom and she wanted her unit sprayed again. I told her that I could put in a maintenance request to get this repaired promptly. I also informed her that we will not be spraying her unit again. That it was her responsibility. I also informed her that there was no way we could keep every single bug out and that occasionally one might get in. She responded back saying pest control should not be a tenant's job when she is not staying in a house. She then said she was contacting her lawyer. I responded back to that e-mail that since she was contacting her attorney, we could no longer speak. She then sent a response to that e-mail the same day saying the addendum is not valid and there are reviews about bugs in our buildings. I checked Google reviews and there were two new Google reviews less than an hour prior to her e-mail. One review has the same last name as hers, and neither are from anyone that has lived here.  
  
  Her current lease agreement ends on November 30th, 2023. The new owners decided to not renew her lease; it is not illegal to do so if she’s been given 30 days’ notice.