Complaints

• Initial Complaint

  01/17/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am reporting the leasing agent, ****** *****, and the property manager, ******* Burn, for misleading leasing practices and the improper handling of fees. During the application process, ****** ***** informed me that due to my credit, I would need to pay a double deposit equivalent to one month's rent, amounting to $1,732. She explained this as a requirement at her manager's discretion, and I agreed to pay it based on her representation. I received a final account balance statement on January 16, 2025, which listed my deposit as only $350 and showed an additional $1,000 in move-out charges. When I contacted the property manager, ******* Burn, for clarification, she informed me that the $1,732 was not a deposit but a "risk admin fee," which was non-refundable.This was the first time I had ever heard this explanation, as it was not disclosed to me during the application process or outlined in my lease. I would never have agreed to such terms had this been made clear. The lack of transparency and misleading information violates my rights as a tenant under the Texas Property Code. Specifically:1. Lease Clarity and Unauthorized Fees: * Texas Property Code ****** requires that all fees and lease terms be clearly disclosed. The failure to explain the "risk admin fee" is deceptive and unauthorized.2. Illegal Lease Provisions: * The imposition of a non-refundable fee disguised as a deposit and the unexplained nature of the charge may constitute an illegal lease provision.3. Reletting Charges vs. Risk Admin Fee: * Upon reviewing my lease, I noticed a reletting charge provision. The "risk admin fee" cannot reasonably be considered the same as a reletting fee because reletting fees are defined as costs related to finding a new tenant when a lease is terminated early. Such fees must be disclosed, reasonable, and reflect actual costs incurred by the landlord under Texas Property Code 91.006.4. Double Recovery is Prohibited:

  

  Business response

  01/27/2025

  Hello Jazzreeal, 

  We have sent over your concern to the parties who oversee the property and will update the portal once we receive feedback.

  -Olympus Property 

• Initial Complaint

  01/13/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have lived in this apartment for five years, and during that time, there was a water leak that was never properly addressed. I repeatedly asked them to fix the issue, but they refused. As a result, my son and I were sick for almost a year due to the conditions in this apartment. They have consistently neglected maintenance requests, despite numerous complaints. They would claim the issues were resolved, yet no one would even show up to make the repairs.The neighbor above me eventually abandoned her apartment because the water leak was never repaired. Additionally, ****** ********** has been extremely rude and unprofessional, going as far as airing personal matters in front of others to humiliate me. On one occasion, she even yelled in my mothers face in front of multiple residents, which is entirely unacceptable.I am now seeking legal advice and reaching out to Fair Housing about these issues. I do not deserve any of the charges being imposed on me.

  

  Business response

  01/27/2025

  
  Hello ******,
  
  We sincerely apologize for any inconvenience or frustration experienced with the maintenance issues reported. We strive to provide excellent service to all our ************ appears the concerns you had were resolved on September 9, 2024, as confirmed in our email correspondence.
  
  We value your feedback and are always looking for ways to improve. We will use this experience to review our processes and ensure we're providing the best possible service to all our residents.
  
  After reviewing your account, I was able to adjust your final account statement to $468.06 and I have broken down the charges for you to reference below. 
  
  Final Water Bill (9/23/24-12/22/2024): $238.06
  Cleaning Fee (No attempt made):  $200.00
  Removal of items left in apartment: $150.00
  Paint repairs/holes:  $80.00
  Deposit applied to balance: ($200.00)
  Total Due: $468.06
  
  Thanks again for letting us know about your concerns,

   

  **** ******-Regional Vice President of Operations | Olympus Property

   

  Customer response

  01/27/2025

  Complaint: 22800651
  
  I am rejecting this response because:
  
  Regards,
  
  ****** Thick

• Initial Complaint

  12/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  ******* ******** in unit 541 at ***** in ************ has been harassing neighbors since May 2024. He does so by slamming the 541 entry door hard enough to shake surrounding units. This happens on a daily basis during quiet hours and regularly disturbs neighbors' sleep. He has been spoken to by Cielo (Olympus Property), the regional manager ***** ******, and the ***************************************. The problem continues and Cielo/Olympus is now ignoring the problem. On 10/4/2024, Cielo/Olympus agreed to install a door closer on unit 541's main entry door. The closer was never installed and follow-up inquiries are ignored.

  

  Business response

  12/16/2024

  Hello *******, 

  We have sent your concern to the individuals who oversee the property and will reach out to you once we receive a response.

  
  -Olympus Property

  Customer response

  12/23/2024

  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.
  
  Regards,
  
  ******* ******

• Initial Complaint

  12/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The charges provided by Olympus Property staff lack full clarity and do not align with the photographs, inventory list and videos documented during the move-out process on 10/20/24 and move-in process on 10/01/2022. The carpet photographs attached to Wizards Carpet Cleaning invoice# Apto **** (i.e Carpet Stretch, Rotary Brush)appear inconsistent with my apartment, the property managers statement of when the pictures were taken, the apartment associates move out photos dated 10/20/2024; raising concerns about their accuracy and whether other pictures included in the invoice are also misattributed to unit #**** with the intent to intentionally impose financial harm on the former resident by overexaggerating the units condition for financial gain. The fees for furniture lines reflect normal wear, which is neither due to intentional malice nor negligence. Also present at the time of move in. Charging for such routine wear is unethical as it violates fair leasing practices and places undue financial burden on tenants for conditions that are a standard part of occupancy when in such cases the tenant occupied the unit for 2 years and 20 days. I also dispute the charges incurred for full painting/float of the entire unit, changing the bathroom paint color, and addressing texture imperfections. These issues are either non-existent or were pre-existing and documented at the time of move-in, as they were known to the apartment complex. Charging for these items at move out is both unreasonable and unjust, as they were not caused during my tenancy and fall under the landlords responsibility to maintain the units condition and incur full responsibility of upgrades (i.e. color changes). The charges lack of transparency and consistency in the move-out process. I have tried relentlessly to negotiate with this management team to no avail for what is fair and reasonable before taking legal action.

  

  Business response

  12/16/2024

  Dear Ms. ********************* you for bringing your concerns regarding your move-out charges to our attention. We sincerely apologize for any frustration or confusion this matter has caused.
  We take your feedback seriously and are committed to conducting a thorough review of your account, including all supporting documentation from both your move-in and move-out processes, to ensure that any charges assessed align with the terms of your lease agreement and applicable standards.
  
  To better address your concerns and work toward a resolution, we would like to schedule a time to meet with you to discuss the details further. Please let us know your availability, and we will do our best to accommodate a time that works for you. I can be reached at ************ or via email ************************************************************************.
  
  Thank you for your patience and understanding as we work together to resolve this matter.
  
  Sincerely
  
  
  
  **** *********, CAM | Regional Manager | Olympus Property
  Office: *******************
  ************************************************************************ | 

  Customer response

  12/16/2024

  Complaint: 22642384
  
  I am rejecting this response because: The response provided is a general response and does not specifically address or explain all issues outlined.  I have attempted to settle this matter on numerous occasions on my own by offering to settle this bill and pay for the housekeeping, carpet shampoo and stain removal cost based on a fair assessment of the lease terms, my evidence and the information provided. I also asked for additional information from this property (I.e. itemization) with Ms ********* being looped. Both requests were denied. 

  Mr ********* first communication to me in reference to my grievance that outlined her staffs mismanagement was passive aggressive and dismissive. Therefore, Ms ********** attempt to frame her response in this forum by offering her phone number and email is without true intention to be transparent and helpful as noted by prior communication when concerns were expressed with evidence and reasonable doubt.

  
  Regards,
  
  ******** *******

  

  Business response

  01/07/2025

  Hello ********, 

  We have forwarded your rejection of the response to the correct parties that oversee the property and will update the portal once we receive feedback. 

  - Olympus Property

• Initial Complaint

  12/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am writing to formally address an unresolved issue regarding a charge listed on my final account statement for my former apartment at Redstone at **************, managed by Olympus Property. I moved out of the apartment on November 3rd and received my final account statement on November 21st, which included a $100 charge for minor touch-up painting.Upon moving out, I carefully inspected the unit and observed no damage beyond normal wear and tear on the walls. Consequently, I immediately emailed the leasing team on November 21st to request evidence justifying this charge. Unfortunately, I did not receive a response for several days.On November 26th, I visited the leasing office in person to discuss the matter. The leasing agent, ******, informed me that I would need to make an appointment to speak with their manager (not the apartment manager who was in office at the time). I was assured that the managers availability would be communicated to me on December 2nd. However, as of today, December 3rd, I have not received any follow-up regarding this issue.Additionally, I attempted to contact the leasing office by phone multiple times today, only to have my calls disconnected.Given the lack of response and the continued delay, I formally request one of the following resolutions:Provide documented evidence, including photographs, that justifies the $100 charge for touch-up painting.Issue a refund for the $100 charge if no evidence can be provided.

  

  Business response

  12/16/2024

  Hello Wangfei, 

  We have reversed the $100 charge for paint and the check will be mailed to the property at the resident's request. 
  
  Thanks!

  
  ****** ******* | Regional Manager | Olympus Property
  Office: ************** Direct: (682) 235-9106
  ****************************************************************************  

   

  Customer response

  12/17/2024

  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.
  
  Regards,
  
  Wangfei ****

• Initial Complaint

  11/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am a tenant of Lux on Main, **********, ** writing to request a refund of my advance rent payment to Olympus Property following the transfer of the Lux on Main apartment to RPM Living.I pre-paid my rent and associated fees for November, totaling $1,473.22, to Olympus Property, as reflected in the bill issued by Conservice in October. However, during the same month, the ownership and management of the Lux on Main were transferred from Olympus Property to RPM Living. Unfortunately, my advance payment was not transferred to RPM Living along with the property.I have made several attempts to contact Olympus Property, both via email and by phone. However, I have not received any response to my emails, and my phone calls were only directed to voicemail with no clear indication of which department to contact for assistance.I kindly request any guidance on how I can obtain a refund for the advance payment I made, as it was not transferred to the new management company. Your prompt assistance in this matter would be greatly appreciated.Thank you for your attention to this issue. I look forward to your response.

  

  Business response

  12/16/2024

  Hung-**** ****,
  
  Thank you for reaching out.  We apologize you are experiencing frustrations.  We sent a resident ledger via email.  It does reflect a credit on your account leading into November of 2024.  Please know that all reporting was provided to the new owners and any credits were reflected on all final reporting.  Please feel free to provide the ledger to the management office.  The new owner is responsible for account resolution.  If there is anything additional needed,the new owner can reach out to our team.

  
  Thank you!

   

  - Olympus Property

• Initial Complaint

  11/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  To Whom It May Concern,I am filing a complaint regarding excessive and confusing charges from my apartment complex. Over the course of my lease, Ive been subjected to numerous fees beyond basic rent, including charges for a package room, valet trash, pest control, common area electricity, water, sewer, and various service fees. Additionally, there have been multiple move-out credits and automated adjustments that are unclear and inconsistent.Despite paying a substantial amount monthly, I am now facing a final balance that includes a $171.90 late fee, multiple charges that seem arbitrary, and a total amount due of $908.55. I believe these fees are excessive, poorly communicated, and do not reflect fair billing practices. I am requesting assistance to resolve this matter and ensure more transparency and fairness in the billing.Thank you for your attention to this issue.bringing my rent excessively more than any month i have had during the courses of lease! Also there are multiple reviews on this same exact issue about this company. (excessive move out fees)

  

  Business response

  11/13/2024

  Hello ********, 

  We have received your concern and would like to reach out to the appropriate party to address. Can you please make us aware of the apartment community you lived at so we can move forward with assisting you? 

  Thank you, 

  Olympus Property

• Initial Complaint

  11/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Fetch **************** is an absolutely terrible service. Everyone in ********* hates them. I have been in my apartment complex, the Cielo, for 1 month and they have mishandled, lost, incorrectly delivered several packages already. They have falsely reported packages delivered to my apartment door when they took a picture of what doesn't even look to be the right package at their feet on a concrete floor.This is a mandatory fee by Cielo under Olympus Properties. I have been in to ask my management to contact the Fetch liason every day since Saturday when they lost my package. I have another today that was meant to be delivered by now, left their facility 4 hours ago 3 mi away. Signature required. Nothing. No contact. Their ONLY remedy for an extremely frequent failure of delivering to wrong buildings altogether is a potential refund. That means that they are extremely dangeorus for personal packages and effects. Under no circumstances can they be trusted with precious keepsakes. ONLY with fresh purchases, and even then nothing important or needed within a month of delivery. As loss, which is extremely frequent, I cannot stress this enough, only can be seen to after a couple weeks if they don't fall behind, with a refund of a purchase with receipt. Any insurance to guarantee delivery is null and void once Fetch accepts. That means all forms of normal package means do not protect against Fetch mishandling, and that included rapid turn around is sacrificed as well. Olympus Properties MUST end its contract with Fetch OR it MUST allow tenants to opt out of Fetch and seek their own means of secure package delivery such as a post office box.This issue ALONE is enough to prevent me from renewing a lease here when it ends.

  

  Business response

  11/26/2024

  Dear ****,

   

  Thank you for taking the time to share your concerns regarding the Fetch package delivery service. We sincerely apologize for any inconvenience and frustration this has caused during your residency at Cielo Apartments.

   

  At Cielo Apartments, we strive to ensure that our residents receive reliable and efficient services. We recognize the importance of accurate package delivery and take concerns about lost or mishandled packages seriously. Please know that we have communicated your concerns directly to our Fetch representative and are actively working with them to address these issues and improve service quality.

   

  To further assist you in resolving your delivery issues, we encourage you to communicate directly with the Fetch customer service team. They are equipped to handle delivery discrepancies and can work with you to find a satisfactory resolution, including package tracking, status updates, and compensation processes for any mishandled items. We will continue to liaise with ***** to ensure improvements in their service.

   

  While we understand your request to change or opt out of the ************** please note that this is a community-wide amenity established to centralize package handling and improve security and convenience. We are committed to making this service as seamless and reliable as possible for all residents.

   

  Thank you again for your feedback. We appreciate the opportunity to address these concerns and work toward a better experience for you and our entire community.

   

  Warmly, 

  - Olympus Property Management 

• Initial Complaint

  10/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was an Olympus Properties tenant from May 2023 to June 2024 at *********************************************************************************************. I had paid Olympus Properties an $800.00 security deposit. Upon leaving the apartment, I received an email from Olympus Properties on June 21 detailing the amount of money I would be refunded, which was $434.92. The refund would be sent through the mail to my new residence in *********, which I provided to the leasing office when returning my keys, and was also in the email detailing the refund amount. In July 2024, I had still not received my refund. I called the ********* location to inquire where the check was, I never received an answer. I called several more times throughout the month of July. No one ever picked up or returned my many messages. I then contacted their main office in **********, *****. I was told that my refund was lost in the mail, but they would resend to the leasing office in ********* where I could pick it up. I was told I would be notified of its arrival by the leasing office in 5-10 business days from the call. On the 11th business day, I still had not heard anything from the leasing office. So I called, I was told that nothing had arrived for me in their mail. I explained the situation, and the leasing agent told me she would call her supervisor and give me an update 'by the end of the day.' That conversation happened almost two months ago. I still have not received an update. I sent a demand letter and received no response. I have been continuously checking my mail since June 2024, and I have never received my refund. Not only have been robbed, ignored, lied to, and disrespected by Olympus Properties, but they are also breaking Arizona law. Landlords operating in ******* have 14 business days to return the security deposit to former tenants. They also must provide an itemized list of deductions, which Olympus Properties also ignored. It has been 91 business days. This is exploitive and criminal behavior.

  

  Business response

  11/06/2024

  Hello *******, 

  We have notified the appropriate party who oversees the property of your concern and will reach out to you once we receive a response. 

  -Olympus Property Management

• Initial Complaint

  10/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We contacted the company to move in June 1st 2024 for a short term three month lease. When we filled out the paperwork it listed 4 months which we found out when we wanted to put our 30 days notice in. We moved out at the end of August and asked if we could do anything for the month of September since we wouldnt be living there and the said no. (Our bad here) we handed in the keys at the end of September and received a final bill of $542.76 on Oct 11 2024. We called several times to see what we were being billed for but were not able to get through. I called the company Olympus Billing Concierge and found out it was a collection agency. No prior communication. I was ready not happy to pay for an apartment we hadnt lived in but understood that we signed the contract, but am unhappy we got a final bill for what seems to be utilities and the fact I was sent directly to collections.

  

  Business response

  10/30/2024

  Hello *****,

  
  On October 22, 2024, ***** ****** contacted ****** ********, expressing concern after being contacted by Central Billing. He was worried that the communication might be from a collection agency.
  
  During the call, ****** clarified that Mr. ******* account was not in collection status and that *************** is the third-party billing provider we use for final balances. She reassured him that there was no need to worry about collections at this time.
  
  Mr. ****** mentioned that he would prefer to pay the outstanding balance directly to Olympus Town Center. ****** explained that, unfortunately, once the balance has been transferred to Central Billing, all payments must be made through their system. She provided him with this information to ensure there were no misunderstandings about the payment process going forward.
  
  Mr. ****** responded positively, indicating he understood the situation and seemed content with the outcome. He did not request any additional assistance or express further concerns during the conversation.
  
  Upon reviewing our records, we found no previous calls, emails, or voicemails from Mr. ****** regarding his Final Account Statement or any questions about the balance. This call was the first contact we received from him on this matter.
  The interaction was handled smoothly, with clear communication about payment expectations and reassurance that his account remains in good standing outside of collections.
  
  
  Thank you,
  
  
  *** ********
  Senior Business Manager, Olympus Town Center
  O - **************
  E - ************************************************************************
  A - *********************** ******, TX 76248

*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. ↩