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:07/17/2023

  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.

  7/5/2023 I was denied a rental application by STL Rental . My application fee was 35$ I was told I was denied with no explanation , only that it was something on my trans union . I reached out to the company to let me know what it was specifically on my credit report if it was not an eviction , no bankruptcy, no felonies those were the three things that would disqualify me but they fail to mention anything or the reason was denied and Still has not reached out to me or replied to any of my request.

  Business Response

  Date: 07/18/2023

  Dear *****,
  After reviewing your Screening, it appears that you do have eviction on your record from 2018 and per company policy we weren't able to proceed with the rental process.
  I want to thank you for reaching out and I apologize for the miss satisfaction. 
  Smart Rentals team is wishing you the best with finding your next place.

• Initial Complaint

  Date:06/21/2023

  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 started renting from smart rentals in July of 2022. Within a week of me moving into my apartment I started noticing issues. Our toilet was broken during my apartment tour, they said they would fix it before I moved in and here we are a full year later my toilet lid is still cracked and my toilet bowl floods a couple times a month. I had no hot water for the first two week of living here either even though in our lease it states smart rentals is responsible for water, trash, and sewage even after contacting them via the resident portal and contact them through the office phone, it wasnt until I showed up to the office complaining that they started to listen to my maintenance request. Our roof was also cracked and leaking. It was crack through most of September , smart rentals was notified and quickly came to fix it but then in January our roof cracked and started leaking again In the same spot this time my dad fixed it and hasnt leaked yet. Around November we started noticing an infestation or roaches and mice, both outside the building in the halls and in my apartment. smart rentals was notified and offered and apology and said they would send an exterminator who never showed. And would also claim to do quarterly fumigations because of the ***** problem but I work from home and these fumigators have never once came. Ive never missed a rent payment or payed rent late. I also very clean. My neighbors can vouch for me on that. I also had no control over the temperature of my own apartment. There were times when my apartment was 90 inside and also times When my apartment would get as low as 40 this was because our furnace doesnt have an adjustable ***. Today is June 21, 2023 and I havent had hot water again since Friday, smart rentals has been contacted multiple times and no action has been made. Im angry that I was forced to live in such agonizing conditions because of my legally binding lease. Im requesting if possible 50% of my total rent back.

  Business Response

  Date: 10/27/2023

  I will attach the ledger. They were not present for the walk, which we do coordinate and ask them to be there to avoid discrepancies. No refund was issued due to the way the unit was left.

• Initial Complaint

  Date:12/07/2022

  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.

  Complaint: ********
  
  I am rejecting this response because:I have emailed more than once about the mold, my health condition as well as my child,  and also included photos. Still no one has even come inside to see the area in person it is now December. I was told to put in ANOTHER work order. No one has visited about the mold but have visited multiple times about the trees to assure they were cut. Landscaping does not mention cutting trees. Trees have been cut by tenant twice to satisfy. Second time completely gone as demanded. 
  
  Sincerely,
  
  
  
  ****** ********

  Business Response

  Date: 12/07/2022

  In the lease agreement you signed Section 18 Paragraph 12: SEE BELOW: 

  12. (If in a single-family home,) maintain the exterior of the Premises including but not limited to:
  lawn/grass cutting, snow and ice removal, gutter cleaning, maintenance of bushes and other
  foliage, keep clean the siding and other exterior surfaces, keep fence lines clean from brush and
  overgrowth. Municipal violations shall be charged to Tenant plus the cost of correcting the
  violations plus a $75 administration fee. Tenants who incur more than two (2) violations for grass
  cutting within any eighteen (18) month period will be put on a lawn care rotation and charged the
  cost of the landscaper/grass cutter weekly.It is the tenant's responsibility in a single-family home. The City of Florissant cited you a violation, not Smart Rentals. When the city came out to inspect the second time, they said it was not up to city's requirements. As far as the mold, we do not have any requests mentioning mold problems.
  

  Customer Answer

  Date: 12/15/2022

  They are trying to charge me for a job that they did not complete and dumpster that was not utilized for the job.