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:02/07/2025

  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.

  Where do I start? So my lease was set to be up and I had a past due balance from unpaid rent, which was $17 that they charged the full late fee for. I was told by the property manager ****** that if this balance was brought current, they would consider moving forward with renewing the lease. Once the balance was paid the whole demeanor changes and was like no we aren’t renewing. Which is fine but once this happen I also had medical issues going and couldn’t just abruptly move, so the account goes into holdover status, which is double the rent.. a total of $4200 for one month that I held over. Once moved I asked if I could be there for the move out inspections because I felt something wasn’t right! Well they never notified me, and proceeded to do it without me. Then I receive a disposition that they took my full deposit amount, plus charging an almost additional $6000 for alleged cleaning and repairs. They charged me $2800 to repaint the whole house when some rooms were never used, additional there were defects to the paint when I moved in which they were notified about. They charged me almost $400 for carpet cleaning, even though I provided proof that I had it cleaned per the move out check list. They charged $300 for a serve general cleaning which I provided proof of. They charges so many different charges that the bill has totaled almost $9,000. I have reached out several times and agreed to pay for some of the charges and wanted to settle for a fair amount so both sides don’t take a complete loss with the situation but no resolution has been made as they aren’t willing to accept any responsibility. Don’t rent here especially if you have kids you will regret it in the long run and won’t be able to rent elsewhere if they send your account to collections. I’m literally in tears writing this, it has been a complete disaster! I have attached the pictures that they sent to confirm what they feel is fair for the almost $9000 worth of charges

  

  Business Response

  Date: 02/10/2025

  We have had many conversations with you regarding this issue over the past several months. The last conversation I had personally with you concluded with an invitation for you to submit, in writing, an offer of settlement of the amounts due.  As of today, we have not received that.  The charges have undergone our secondary manager-review at your request and found to be legitimate. We refute your allegations that any wrongful charges were made or that you were not made aware of the move out inspection process. 

  We maintain the invitation to submit your written offer of proposal to settle the matter, or as you have alluded to having secured legal counsel, we invite their communication as we work to resolve this issue. 

   

  *** *******

  Broker, One Stop Property Management, LLC

  
  

  Customer Answer

  Date: 02/20/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  
  we have not came up with a mutual agreement. 
  will continue to try and work something out. 
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 02/20/2025

  This is *** *******. In our last discussion, you indicated you would send us a written proposal for settlement of the account. I have not seen that come through yet.   Can you please send me an email or a letter or something that states what amount you are offering to be paid to close this account?   Also, in that letter, please provide the terms of your offered settlement, including when payment would be made if agreed upon, and if it would be paid in one lump sum or, if in installments, what amount and what frequency you are proposing. 

   

  *** *******

  Broker

  One Stop Property Management, LLC

• Initial Complaint

  Date:07/23/2024

  Type:Delivery 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.

  We moved out at the end of June 2024. A few weeks later when we received our security deposit return we were wrongfully charged for multiple things totaling to $592.64 still owed to us. The only thing we should have been charged for was the re-key for $150. We paid $1,149.50 as our deposit. They returned to us $406.86. We were charged a $350 cleaning fee. We had the carpets professionally cleaned and provided a receipt as stated in the contract. On top of that we deep cleaned the place and it was spotless. We were charged a $29.41 fee to clean the weeds off of the condenser unit. That is something that had been done recently so if there were any weeds they grew in after moving out (you know weeds grow fast right...). This was also not listed in the contract or move-out list as something that needed to be done. We were charged $66.18 to replace the left set of blinds and install one light bulb. I have a copy saved of our checklist of all the things that was wrong with this place upon move-in. Broken, taped blinds are on it more than once. And we don't know what lightbulb needed to be installed? We left the lights in the same condition as we received them. We even replaced a few that had burned out. We were charged $110.29 to repair hole in door and paint. We did not put any holes in any doors. But when we moved in some doors had some pre-existing dings, scratches, etc. which was noted in our move-in checklist. We were charged $36.76 to replace the toilet handle. Again, as stated in our move in checklist, that was already broken when we moved in. We left the place in the same if not better condition than we received it in. We should only have been charged a $150 re-key fee. That means our refund is $999.50 but they kept over half of it to charge us for things that we should not have been. In the entire time that we have been there they have been a pain to get anything done, fixed, or repaired. They even ignored things they didn't consider important or necessary.

  

  Business Response

  Date: 07/23/2024

  If you feel that a mistake has been made in the processing of your security deposit, we invite you to make a written request to our office for a secondary review.  Please provide the details and pictures that you have referred to so that our team can review your statements and compare them to the pictures and notes that we have of property condition at the start of your lease.

  Customer Answer

  Date: 07/31/2024

  We submitted a written complaint with attached documents to them before we reported to BBB. They have only responded to say that they will review and get back to us but no one has. 

  

  Business Response

  Date: 08/01/2024

  We received a request for secondary review of the deposit disposition and a letter was sent 7/24 acknowledging that dispute and indicating a review would be made within 10-business days. I see this one in the queue and response will be made as soon as possible. 

• Initial Complaint

  Date:07/05/2024

  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.

  My wife and I contacted One Stop Property Management LLC after we found a rental property available for rent at *** ** ******* *** **** Springs, MO 64014. The pictures on ****** appeared nice and clean but was falsely advertised after viewing the home the day of move in June 24th, 2024. We did not have a chance to view the home before giving a deposit and first months rent. We gave our first months rent of $1795 6/13/24. We gave our first months rent payment 6/20/24 in the amount of $1980. We arrived at the property around 7:30pm on move in day 6/24/24 to view the property and prepare to move in. When we entered the home, the floors, walls, windows, bathrooms and through the home was dirty. There was a heavy pet, smoke and mold odor which caused my asthma to fair. Items from previous renters/owners were left in the house as well. There was dog bite marks on the door frames, the flooring near the garage door was damaged and there was yellow smoke rings around the windows. The quality of air was difficult to inhale. We took a few pictures and videos of the property and left immediately. We didn't have anywhere to go so we had to book a hotel for a 7 days. The next day , 6/25/24 we turned the keys and Garage door openers back to One Stop Property Management LLC. I explained to the manager and front desk team about the condition of the home and I told them that my family and I would not be able to occupy the property due to its poor condition. I asked for a full refund but instead received a ton of insults about how broke(lacking sufficient funds) I was for stating that I needed a refund to find another home. The manager and home inspector continued to tell me how wrong I was. The officer staff continued insulting me. The vice president ***** came from the back to tell me to send pictures and video. After sending footage of the property, ***** has continued refusing to give me my refund total of $5,120.83. I need my full refund. I would never recommend this company.

  

  Business Response

  Date: 07/08/2024

  Please know that the property in question had a full interior paint and carpet replacement, along with professional cleaning prior to your leasing the property.   There were many other prospective tenants who had seen the property before viewing who did not express concerns about the maintenance condition of the property.  We were not able to validate your reports about the property condition with our property inspectors.  Additionally, you signed an agreement prior to signing a lease, acknowledging that our office recommends all tenants view the property prior to signing a lease.  In that document you expressly waived your right to a return of initial funds in the event you ultimately chose to not move into the property, as our client experienced financial loss as a result of your decision to not fulfill the terms of the lease. 

   

   

  Customer Answer

  Date: 07/08/2024

  
  ********** ********
  
  I am rejecting this response because:

  I am rejecting this response because:
  I have plenty of photos and videos of the home with items left in the home like a candle in the fireplace, old shower racks from previous renters, damage to the appliances, windows and back door not latching and more. I told the leasing agent over the phone that I was coming from out of town and wasn’t able to view the property. They told me it was mandatory to sign the sight unseen notice in order to hold the property. The pictures did not resemble the same home we seen online. Once I sent all the pictures to *****, they changed the pictures online with vacuum lines on the floor. It is clear that they don’t hire professionals. The lady from the back who claimed to be the inspector started screaming at me and saying they I won’t find anything cleaner and nicer in the area. I am at a loss for of over $5100 from a company who takes advantage of people. I had never heard of One Stop Property Management until I was in search for a home. I started looking at the reviews and noticed that it’s common for these guys to take people money and leave the properties dirty and damaged. I have reached out several times to request a full refund but they have refused each time and decided to use my money for a vacation. I would never recommend this company. All of their properties look the same, filthy, terrible odors and these guys are unprofessional. I need my refund. I am more at a loss than these guys. They take people money for a living and then degrade the tenants and potential tenants with insults.
  
  ********** ****** **********

  Customer Answer

  Date: 07/12/2024

  ********** ********
  I am rejecting this response because:
  The home was never professionally cleaned and it had a terrible odor. The home was so dirty when we arrived to view it for the first time. We were not able to view the home before signing any contract due to us being out of state to move our belongings to the new home. We trusted the pictures online that was falsely advertised. We have proof of pictures and video.
  We have the right to receive a full refund for falsely advertising and uncleanliness. The home has mold and smoke rings around the windows. Bugs throughout and around the window. Candle in the fireplace. Strong stitch odor. Damage to the home, flooring and appliances throughout.
  
  
  When do you plan to release our funds?
  

  

  Business Response

  Date: 07/12/2024

  We do not have anything further to add to this discussion that has not already been shared multiple times already. We have already stated that the home was in good condition with new paint, carpet and professional cleaning.  The tenant signed a release relating to not having seen the unit prior to signing a lease. 

  Customer Answer

  Date: 07/15/2024

   
  ********** ********
  
  We have pictures and videos of the home. It was not professionally cleaned and had a terrible odor.

  We have called and emailed One Stop Property Management staff requesting and demanding a refund of our $5100. 
  

  It will soon be a month since this company has kept our money and has refused to refund us. 
  

  There is a new tenant living in the home so they need to refund us asap.

   

  

  Business Response

  Date: 07/15/2024

  We have nothing further to add to this communication string that has not already been provided.

  Customer Answer

  Date: 07/15/2024

  Waiting for a resolution to receive a full refund for a home that was falsely advertised. 

• Initial Complaint

  Date:06/11/2024

  Type:Billing 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.

  My wife and I tried to apply for a house in Independence, MO, managed by Main Street Renewal/OneStop. We thought it was strange that one of the first things it asked for was to pay the application fee ($50 each) but we loved the house so paid it to complete our application. When it came to the actual application part, we had trouble linking our bank account to show proof of income. I reached out Friday, 6/7 at 7:55pm and received an automatic “out of office message.” I provided my info for someone to contact me on Monday. Monday morning, 6/10, as soon as the office opened, at 9:07am I called asking for help and was told to upload bank statements in lieu of linking my additional bank account, so I immediately did that for both my wife and I. At 9:07am I also texted the same number from Friday, asking for help, and they responded the same, to upload bank statements. Even with uploading bank statements, my application was still marked as “incomplete” and was not yet submitted for review so I texted the number AGAIN at 9:42am and 10:06am for further assistance. At 10:50am I finally received the text that our bank statements had officially been submitted. At 10:46am (4 minutes before our bank statements were submitted) I received an email (I saw this much later) with the “adverse letter” stating the property had been rented out to another applicant. Reviewing the timeline above, this means our application wasn’t even considered/viewed so I asked for a refund of both application fees and was told “The application fee is non-refundable and we use this to process and run your application.” But our application was never processed/ran to begin with.

  

  Business Response

  Date: 06/12/2024

  Please know, first of all, that One Stop Property Management & Main Street Renewal are not affiliated in any way.  These comments are reflective of One Stop Property Management only.  With regards to application fees, once the application has been submitted, the application screening has begun and expenses are incurred on our end, this is why the application fees are not refundable.  Additionally, if a home is rented to another applicant, your application can be moved to another available property within 30-days for consideration without having to pay an additional application fee.

  Customer Answer

  Date: 06/19/2024

  
  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:04/19/2024

  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.

  new management company to me. my renewal release is up at the end of may. In their Mandatory agreement they want to charge me an exta 35.00 month for a benefit package. This package dose not benefit me at all. I am a senior citizen. and I get some of these benefits anyway such as identity protection, credit building ect... These benefit deal you sign up with someone else not them. the only benefit that they have for me is furnace filters. I have been buying those myself from the contract i am in now. you pay for your filters. dont want to pay 35 a month for them to deliver. every 3 months. This is i believe is a money scam. for their benefit. If you could help i would appriciate it. ****** *********** ************ please call me

  

  Business Response

  Date: 04/22/2024

  Please be aware that every lease, upon expiration, is eligible for negotiation of new terms, including rent amounts and additional services.  While we understand that you are frustrated that expenses are going up, we feel the total value of the package being offered is reasonable and comparable with similar properties available in the market.  We invite you to communicate with our leasing team to continue negotiating your current lease renewal and should you decide to continue renting this property, we look forward retaining you as a valued resident. 

  Customer Answer

  Date: 04/22/2024

  waiting to here from one stop property managment.

  so i can get renewal policy sent to me by mail. so i can send to you.

  I want to know is can they make you pay 35.oo month for their benefit package. and if i dont sign can they make you move out..?

  ***** *** ******

• Initial Complaint

  Date:03/15/2023

  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.

  The Home we are renting does not retain heat. Home will be 9 degrees above outside temperature. We had to move out of the home and stay at a hotel when the home would go above 50 degrees. Ice formed on the inside walls. Pipes froze. One Stop has done nothing other than delay or ignore. *** ******* the broker of One Stop said “owner is considering upgrades”. One Stop employees has done nothing. I was told by 3 of the trades that came to the home to bid the work of the rotten windows, lack of insulation, and rotten siding. 2 of those trades said One Stop will do nothing and will allow us out of the lease then they will move on to the next renter, they said that’s why they charge two month’s rent. The 3rd contractor said he won’t bother with a bid because One stop is a waste of his time, if he would have known he wouldn’t have bothered coming. I have provided pictures of the ice inside the home. The rotten window frames painted over. Even tho advertised and referred to by One Stop of a heat pump in the home, there isn’t one. The dishwasher install isn’t completed after 2 months. The hot water heater went out and I had to follow up 3 times to get them to replace it. They marked it completed. After i sent a demand letter to make the home habitable they retaliated maliciously responded with a suit to remove us. In summary, their business model seems to be paint over and when their purposeful negligence is found out to call it a requested “upgrade”. Then keep your deposit, ignore repairs till you move out. In 4 months Fence broken- not repaired. Advertised as fenced in back yard. 2 trees down- still down No heat pump- not furnished Missing insulation- bids but no work planned Rotten windows- bids but no work Rotten siding- bids but no work. Water leak rotten door- bids but no work One Stop sent in email they consider heat above 50 degrees an upgrade. Beware.

  

  Business Response

  Date: 03/15/2023

  There are several details surrounding this complaint that are difficult to put into this response.   This tenant is frustrated that certain components of the home are not functioning to their expectations.   The property owner has sent various contractors to the home to repair and assess various issues as per the tenant's request.  The existing home components are working, but due to the tenant's requests, the homeowner has been considering upgrades. As this process is costly and time consuming and the tenant has expressed frustration at the timeline involved, the homeowner has offered to let the tenant out of their lease, waiving the standard fees associated with an early termination of the lease.  Instead of accepting that, the tenant has decided to withhold rent and stay in the home.   This is not permitted under Missouri statute and so an eviction has been filed to remove the tenant.    

  Customer Answer

  Date: 03/15/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered] 
  Complaint: ********
  I am rejecting this response because:  Sending contractors out to Bid for 3 months and not communicating a plan is not addressing the issues.  I have accepted their offer of vacating the home yet they still file.  I do appreciate One Stop admitting again they offered me to be let out of the lease at no cost. One Stop was offered full payment with any communicated plan to address their business practices. They opted legal rather than make the home able to retain heat.  Missouri law requires heat above 50 degrees.  I reject their words as further proof of their unethical business practices.  All they had to do was communicate a plan to fix the issues.  Since nov 2022 they couldn’t articulate a simple response.  Rather they would want the tenant to be intimidated into leaving while they keep all deposits and fees.  Simple question for them.  A home that cannot maintain inside temperature above 9 degrees of outside.  Is that repair/maintenance required to remediate considered an upgrade or implied warranty under MO law?  If inside is 31 while outside is 22 considered habitable under MO law?  Thank you,  ****** ****