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:10/31/2022

  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.

  Our son rented two different apartment complexes from Fronter Property Management while a student ******************************.
  2020-2021 **********************************
  2021-2022 ***************************************.
  We received NO deposit back from the ******** address after many attempts to contact them. Nobody ever returns a phone call.
  We have been told a $*** deposit refund would be received. Per Mariah it was mailed in July 2022 to ***************** address that the key was turned back into the management company. We would have no way to even get the mail now. We have asked several times for a new refund check because after three months we have not received it. There WAS an address forwarding with the USPS. We have called and they say to come and pick up the check "next week". When "next week" comes they have nobody in the office to sign the checks. They also say the will call back and THEY DO NOT. We wonder if they ever give a deposit back. We wold like $*** refund they say was mailed. And we wonder if they ever give a deposit back.
  

  Business Response

  Date: 12/12/2022

  Business Response /* (1000, 5, 2022/11/02) */
  Hello,
  
  In response to the ************ Lease:
  
  -The tenants at this location from 2020-2021 left the apartment in disarray. I can provide pictures upon request as well as the cleaning and move out checklist that was sent to them 30 days prior to their moving our. Extremely similar to the one that was sent for 2021/2022 as well. Our team had to pay a cleaning vendor and maintenance team to get the apartment ready for rent. Unfortunately, that was pretty costly and was billed to the tenants deposit per the lease agreement.
  
  In response to the ************** Lease:
  
  -Frontier mailed the $****** on 7/22/2022 for the lease that ended 6/27/2022. Unfortunately, the tenants that lived at this location did not provide us a forwarding address as we request 30 days prior to moving out. If the tenants had their forwarding address setting up with USPS prior to 7/22/2022, it should have forwarded. To blame Frontier for the check not forwarding to their new address is someone uncalled for considering we do not have anything to do with the mail service that is delivering mail to this location or their new address. Frontier did let the tenants know that we could cut a new check but it would cost $** for us to place a "stop" on the initial check. Frontier's accounting director was on vacation from October 24th - October 28th and was not in office to cut checks to anyone, let alone this one. As of yesterday (11/1/2022) Frontier has requested to accounting that the check be cut (less the $** stop check fee) and we will have it ready for pickup at the office for the tenants. They will be contacted when it's ready.
  
  As for the accusation of Frontier ever giving deposits back:
  
  -Frontier's standard protocol is to honor the lease from a tenant/owner/landlord standpoint. What this means, is that we expect the apartment to be professionally cleaned/carpets cleaned and any make ready items completed so that new tenants can move in. If there are items that differ from the move in inspection, Frontier is obligated to fix those items and bill them to the previous tenants security deposit if they were caused by the previous tenants. This is why a move in and move out inspection is done. The items billed for are billed at our standard rates and are not up charged in any way. Frontier makes absolutely $0 off of any cleaning/carpet cleaning/make ready. In fact, we lose a substantial amount of money considering we manage the schedule and don't bill for our time.
  
  If you have any further questions, please don't hesitate to reach out.
  
  Thanks,
  
  Cayle ******
  Director of Operations