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:01/06/2025

  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.

  My wife, her brother, and I broke the lease at Stillwater Properties. Her brother and his fiance paid their half of the lease break fee in cash. My wife and I paid our portion on December 27th with a money order. Stillwater Properties informed us that we had to continue to pay rent til they were able to get someone into the property to take over the lease. Come January 2nd, my wife and I paid the full rent amount because they hadn't had anyone take over yet. They also told us we had to upkeep the place til someone took over. We got an email the next day saying faucets should be dripping and heat should be on for the upcoming cold front we were getting so Friday night on the 3rd of January, I went up to the property and to my surprise, I walked in and saw other people's stuff there. I man by the name of **** walked out of one of the bedrooms and informed me he had moved in recently. We were not informed that someone had already moved in. Since it was Friday night, we couldn't get ahold of Stillwater Properties til Monday morning, January 6th. I called Stillwater Properties to confirm that someone had moved in and they said yes, someone moved in Friday. I asked them about my rent and the woman on the phone whose name is ****, asked about it to her manager and over the phone I could hear the manager became really upset saying they literally just got someone in Friday and the woman said they have up to 45 days to do what they need to do for the place and I let them know that would be for the deposit but I was asking about my rent and she just hung up on me. They're lease agreement states that when someone takes over the lease, we are to get our rent back. It does not state that they are to use rent for repairs then we get what's left back. We are suppose to get our rent back. They even stated to us that we would get our rent back when someone takes over the property. It was very rude of the manager to yell the way he did.

  

  Business Response

  Date: 01/07/2025

  The current tenants signed the lease break document, I've attached it. It states the same thing under breach of lease, section B # 9, in our lease.  Later in the day on January 2nd we showed the property, the interested party was approved, signed the lease and paid the deposit. January 3rd they paid January rent and were given keys, utilities were switched into their name.  Yes, the previous tenant paid January's rent, showing as a credit on their account, ********************** was checked out per usual, their statements, pictures and credit on the account will sent to the tenant, via certified mail within 45 days.
  

  The previous tenant's did receive a winter preparation email on the 3rd, this caused some confusion on their behalf. It says to go drip faucets, don't turn heater off, etc. We appreciate them having concerns about the property from the email, the email was just sent in limbo of the previous tenant and the new tenant. They went over to the home, to check the heater and drip faucets, this is when they found the new tenant. We did apologize about the winter prep email that they received, however they were supposed to have turned in their keys by 1/1/25 as they signed that date on the lease break document.

  Apologies for the frustration on our end. 

   

• Initial Complaint

  Date:09/11/2024

  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.

  Hello *********************** here Im looking for some to help us get our deposit on a house the we changed our kick king on renting and here why me and my fianc was looking for a 4 bedroom house. We found one to rent with the same company we were already renting from. We looked at the house talked with ***** property management about issues that needed to be fixed before move in. She informed us that the issues would be fixed. So we went ahead and signed the lease paid the deposit and also first months rent I also had the electric turned on in her name and everything ready to go for us to move in that weekend well Friday morning came and I get a message letting me know that there was a problem that we would not be allowed to take our dog unless we paid a $500 pet deposit also, me and my fianc decided we would go check on the house before move-in that weekend and to see if everything had been done that they told us would be done and according to our surprise, nothing has been really done other than semi yard outside we discussed it with Stillwater properties about possibly just getting our deposit back and just staying in the house that we were at because we werent happy with the fact that they didnt want our dog there. They also didnt fix anything and they refused to give any money back and also given us 30 days to be out of the house that we are living in. Now they have reposted the house and put in carpet and repaint made all the repairs and also states that pet will be considered on case by case basis. I feel as though they took our money and now used it to fix the house to repost to make more money and also kicking us out of the home we was originally renting from them. I would just like or deposit back and feel as they should be held responsible for repaying being they dont hold up there end of the deal.

  

  Business Response

  Date: 09/12/2024

  ****** and her husband sent in an application to rent a 4 bedroom home. **** gave them a tour, they stated they liked the home and wanted to pay the deposit and sign the lease. We submitted their housing documents, and housing inspected the property, all good there. **** was not aware of all of these problems they had with the property, she did remember them wanting a gas line removed from a room. They currently rent from us, good tenants, they know our procedures for move in. Prior to them moving into the new property we went in to clean, paint, and did some needed maintenance. Upon move in, tenants receive a packet, in the packet is a maintenance request form. We ask the first maintenance request all be wrote down on that document so we can go back and fix everything that is approved by the owner, at one time. 

  These were unfortunate circumstances. They applied for the home only having a bird as a pet. After lease was signed and deposit was paid they adopted a dog that is a pit bull and are working on getting it certified as a service animal. Our pet fees are $250 for cats and $500 for dogs. The owner of the property they live in now and also the owner of the house they were going to move in, they do not allow aggressive dog breeds. If we don't have any documentation for *** or Service animal, it's a breach of their lease, deposit is not returned. The correct and required method is to get an *** letter from a dr., submit it to us, and then get a dog, and later work on service animal certification. The dog is not on their current lease either, a 30 day notice was given. 

  The home was reposted, the virtual tour of it is old and needs updated, it had carpet at one time, it's still the same as when ****** and her husband toured the home. 

  Customer Answer

  Date: 09/13/2024

   
  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:09/16/2022

  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 rented from stillwater properties from 2021-2022. This was a great experience up until move out. After move out(I even let them check the house before the end date) they charged an extreme amount of move out charges. When I reached out, they mentioned only the owner of the property (they told me he was fired recently) was the one who could fix move out charges. After reaching out to him, paraphrasing, he said nothing will be changed/fixed, and that I am welcome to take him to court, as well as bragging about his over 600 court cases. After getting nowhere with him, I reached out to Stillwater properties again, and they said there was nothing they could do. I discussed with them that they were who I signed a lease with, but they were unwilling to budge at all. The list of issues with the charges: We did 3 showings at $25 a piece, and it is listed at $50 on the sheet. The cleaning of two people at 3 hours each is way over charged. That is 6 hours of work time and hits $37.50 per hour per person. In addition, that much cleaning was absolutely not needed. When we moved in we had to call them to come back due to there being rat feces all over the house. They attempted to clean some then mentioned they couldn’t do more. This made it to where we had to clean most of the house from all of the rat feces and lots of dust/dirt. There were not 5 light bulbs missing or out. 2 were missing due to one falling out and shattering and the other going out and being hard to find, and I am okay with being charged for those, but upon turning in keys, all other lights were in working condition. The water filter is to be replaced by the lessor at move in, and does not mentioned to be charged to lessee in the lease unless they wish to replace it on their own behalf. The AC filter was replaced right before move out and therefore does not need to be replaced. In addition, $35 is overpriced for an AC filter. More attached in screenshot(ran out of room)
  

  

  Business Response

  Date: 10/13/2022

  Comment added by BBB staff member PNN...

  We understand the frustration expressed by this complaint. When the lease ended the owner of the property did the move-out inspection and cancelled the contract with Stillwater Property. We will attach the move inspection report, there you will see the owner of this property did the inspection. We relayed the frustrations and concerns from ********* to the owner of the property. We also gave ********* the owner's phone number and email. We know they were in contact with each other, but do not know what they worked out. At this time there is nothing else we can do, since we are no longer managing the property. 

  Customer Answer

  Date: 10/13/2022

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

  I appreciate the response, but I signed my lease with Stillwater Properties as the lessor, not the property owner, therefore it would be on the property manager to make the situation right.

  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 10/13/2022

  Again we are sorry, please refer to the section A # 1 of the lease agreement. We work for the owner. So, when the owner cancels the contract, we don't work for them anymore. That is why we gave you the name and number of the owner.