Complaints

This profile includes complaints for Olen Residential Realty Corp.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Olen Residential Realty Corp.

  1062 Coral Ridge Dr Coral Springs, FL 33071-4119

• 

  Olen Residential Realty Corp.

  7 Corporate Plaza Dr Newport Beach, CA 92660-7904

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:12/11/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  These Nazis send me an entry notice to inspect my apartment every 2 days, which causes me to lose time and money.They want to enter my apartment without my presents...... for some reason.I don't trust their employees and asked to be present when they enter my apartment.They just don't care about their customers time and lives.I want to know if this harassment is acceptable by their corporate office.

• Initial Complaint

  Date:10/20/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 was evicted from ******************** apartments in May of 2023. We did a judgment in April of 2023 which I was found guilty to move out the apartments and had to pay $3,787.66. After I was evicted I am now getting charged more than I owe. I received an invoice to pay $9,692.00, that includes late fee, cancellation of lease, and etc. I am getting charged more than I owe, I shouldnt have to pay a cancellation of lease fee, that equally sup to 2 months of rent, if I was evicted. I am writing this complaint because they are charging more than I owe, and it went on my credit report. The fees is not in my judgment in court. Also, my lease was ending in June and I was evicted in **** I gave them a 30 day notice of me ending my lease after June. I shouldnt be charged all the charges that was filed against me.

• Initial Complaint

  Date:02/07/2023

  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 was a renter at Sanctuary Cove Apartments from 06/2020 until 12/28/22. I always paid my rent on time and in full. When I contacted the office to address maintenance and other issues: the rotten wood on the eves outside my apartment, odors and bugs and a tree growing in the eve near my door; bugs coming into my apartment because the door seal was bad among many other issues. There was little to no effort made to fix the problems. One year after moving into the apartment the sidewalk on the ** side of the building was removed with no advance notice. I then had to walk around the building which was 4 times further at night and in inclement weather. There was always debris of fallen branches and slimy java plum on the walkway making it treacherous and scary. On November 11 when I reported a problem with my dining room ceiling fan, maintenance entered my apartment (which I have on security camera footage) and was seen taking pictures of my possessions. I called the office and reported this incident, it was not received well and my relationship with Sanctuary Cove changed from that day forward. I felt even less safe. Maintenance around the property was shoddy. I have pictures of exposed wires left unattended for days. Strewn and stinky trash left outside the dumpsters because they were full or broken. My rent increased in June 2022 by $500.When I paid my rent on Nov 1st, I submitted a letter to the office stating that I would be vacating my apartment by January 1st 2023. I was told that 60 days was too long a notice so the letter and vacate document were adjusted to 30 days. I was told that I would be liable for rent until the apartment was rented (and told that 1 bedroom apartments were the 1st to be rented). I received an email with a bill attached for $9741.99. This statement includes many charges already paid. Recently I received an updated bill for $830.32. I gave adequate notice and I left the apartment much much cleaner than when I moved in.

  Business Response

  Date: 03/10/2023

  The complaintant entered into a 12 month lease agreement (renewal) starting 6/26/2022 but vacated prior to the lease expiration date. As the complaintant selected option 2 on the Choice of Damages Addendum, they were charged rent until the unit was rerented. The advance notice of their intention to vacate did not obsolve them of their obligations under the lease but it did allow the landlord sufficient time to market and lease the unit promptly, which helped to midigate the complaintants financial obligation. I did not find record of a bill for $9741.99. The balance due and owing to the landlord is $830.32. 

  Customer Answer

  Date: 03/14/2023

   
  Complaint: 18965639
  
  I am rejecting this response because:  

  First, please find attached a copy of the billing invoice for $9741.99, that Sanctuary Cove sent to me on January ** and yet claim to have no record of. 

  
  In May 2022, when I received the letter advising me that my rent was increasing by $500.00, I walked to the office with my niece and pleaded with them to reconsider such a drastic rent increase.  I advised them that I would be retiring in December and moving from ******* and that I could not afford the increase (my rent had already increased by $200.00, the previous year which I thought was high but manageable).  I tried to find another place to live for the next few months until I retired on December 1st but was unsuccessful. The economic hit I would have taken to move for those few months (deposits and movers)  would have been substantial so I advised them that I would sign under duress.  I continued to pay my rent in full and on time as I had always done.  I abided by the rules and endured the trash piled up, the tree growing from the eve, the tree limbs abstructing  the walkway, the sound of dogs barking at all hours, 2 new tenants revving their car motors at all hours and the smell of pot which permeated my apartment from another tenant.  I asked the office to help with those issues but as I stated in my previous correspondence, my relationship with the office deteriated and they did nothing.
  
  In November 2022 when I paid my rent I gave 60 days notice that I would be vacating.  ********** became noticeably hostile and would not accept my letter claiming that I could only give 30 days notice.  I changed the dates.  As their response to you states, they had no problem renting my apartment.  I did no damage and the apartment was left much cleaner than when I moved in.  They suffered no loss due to my moving.

  First, please find attached a copy of the billing invoice for $9741.99, that Sanctuary Cove sent to me on January ** and yet claim to have no record of. 
  
  
  In May 2022, when I received the letter advising me that my rent was increasing by $500.00, I walked to the office with my niece and pleaded with them to reconsider such a drastic rent increase.  I advised them that I would be retiring in December and moving from ******* and that I could not afford the increase (my rent had already increased by $200.00, the previous year which I thought was high but manageable).  I tried to find another place to live for the next few months until I retired on December 1st but was unsuccessful. The economic hit I would have taken to move for those few months (deposits and movers)  would have been substantial so I advised them that I would sign under duress.  I continued to pay my rent in full and on time as I had always done.  I abided by the rules and endured the trash piled up, the tree growing from the eve, the tree limbs abstructing  the walkway, the sound of dogs barking at all hours, 2 new tenants revving their car motors at all hours and the smell of pot which permeated my apartment from another tenant.  I asked the office to help with those issues but as I stated in my previous correspondence, my relationship with the office deteriated and they did nothing.
  
  
  In November 2022 when I paid my rent I gave 60 days notice that I would be vacating.  ********** became noticeably hostile and would not accept my letter claiming that I could only give 30 days notice.  I changed the dates.  As their response to you states, they had no problem renting my apartment.  I did no damage and the apartment was left much cleaner than when I moved in.  They suffered no loss due to my moving.
  
  
  
  
  
  
  
  First, please find attached a copy of the billing invoice for $9741.99, that Sanctuary Cove sent to me on January ** and yet claim to have no record of. 
  
  In May 2022, when I received the letter advising me that my rent was increasing by $500.00, I walked to the office with my niece and pleaded with them to reconsider such a drastic rent increase.  I advised them that I would be retiring in December and moving from ******* and that I could not afford the increase (my rent had already increased by $200.00, the previous year which I thought was high but manageable).  I tried to find another place to live for the next few months until I retired on December 1st but was unsuccessful. The economic hit I would have taken to move for those few months (deposits and movers)  would have been substantial so I advised them that I would sign under duress.  I continued to pay my rent in full and on time as I had always done.  I abided by the rules and endured the trash piled up, the tree growing from the eve, the tree limbs abstructing  the walkway, the sound of dogs barking at all hours, 2 new tenants revving their car motors at all hours and the smell of pot which permeated my apartment from another tenant.  I asked the office to help with those issues but as I stated in my previous correspondence, my relationship with the office deteriated and they did nothing.
  
  In November 2022 when I paid my rent I gave 60 days notice that I would be vacating.  ********** became noticeably hostile and would not accept my letter claiming that I could only give 30 days notice.  I changed the dates.  As their response to you states, they had no problem renting my apartment.  I did no damage and the apartment was left much cleaner than when I moved in.  They suffered no loss due to my moving.
  
  
  
  ?
   First, please find attached a copy of the billing invoice for $9741.99, that Sanctuary Cove sent to me on January ** and yet claim to have no record of. 
  
  
  In May 2022, when I received the letter advising me that my rent was increasing by $500.00, I walked to the office with my niece and pleaded with them to reconsider such a drastic rent increase.  I advised them that I would be retiring in December and moving from ******* and that I could not afford the increase (my rent had already increased by $200.00, the previous year which I thought was high but manageable).  I tried to find another place to live for the next few months until I retired on December 1st but was unsuccessful. The economic hit I would have taken to move for those few months (deposits and movers)  would have been substantial so I advised them that I would sign under duress.  I continued to pay my rent in full and on time as I had always done.  I abided by the rules and endured the trash piled up, the tree growing from the eve, the tree limbs abstructing  the walkway, the sound of dogs barking at all hours, 2 new tenants revving their car motors at all hours and the smell of pot which permeated my apartment from another tenant.  I asked the office to help with those issues but as I stated in my previous correspondence, my relationship with the office deteriated and they did nothing.
  
  
  In November 2022 when I paid my rent I gave 60 days notice that I would be vacating.  ********** became noticeably hostile and would not accept my letter claiming that I could only give 30 days notice.  I changed the dates.  As their response to you states, they had no problem renting my apartment.  I did no damage and the apartment was left much cleaner than when I moved in.  They suffered no loss due to my moving.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 03/29/2023

  The Statement with a balance of $9211.49 is not addressed to the complaintan; It must have been sent to her in error. The correct balance was sent via email and certified mail on January 27, 2023. The claimants statement that the landlord suffered no loss from her moving out early is factually incorrect. The landlord lost rent until the unit was occupied and under the terms of the rental agreement and local statute, the claimaint is responsible for this loss. None of the other complaints raised mitigate that responsibility. The unpaid balance on this account is $830.32. 

  Customer Answer

  Date: 04/07/2023

   
  Complaint: 18965639
  
  I am rejecting this response because:

  Thank you for your efforts to help me communicate with Sanctuary Cove.  
  
  
  Obviously they deny any wrong doing in the way they are conducting their business. Sending me statements that didnt belong to me, allowing the property to get run down while I was a tenant, the lack of keeping the dog f**** off the grounds, the parking issues during
  Covid (which I reported) and all the trash piled up around the dumpsters under control, not addressing the tree that was growing from the eve over my patio and not  following up properly when I asked them to repair my door.
  Sanctuary Coves correspondences and their false replies to issues (i.e. their stating that they had no problem renting the unit I vacated and denied they had sent me the $9000 plus invoice) is delusional.  
  When I received the letter, advising me that my rent was taking such a phenomenal increase, I communicated in person that the $500 increase to my rent was unsustainable for me. I signed the contract under duress because I would be retiring in a few months time and the cost of moving twice (once from my apartment at Sanctuary Cove and then when I retired and moved from *******) was much greater than the rent increase for the duration.  I gave them ample notification of my leaving and I left my apartment much cleaner than when I moved in. Despite the financial hardship I was facing, I always paid my rent in full and on time.  I did not disturb my neighbors although I endured  the smell of pot, barking dogs, loud music and the continuous  reviving of tenant vehicles.  Once I did complain, I began feeling very unsafe. The hostile way I was being treated by the personnel of Sanctuary Cove especially after the incident that I experienced within my apartment after a maintenance call communicated that they didnt care nor did they have any concern other than getting their rent.  
  I do feel that the loss of my personal feeling of security and their problematic management issues should be considered in resolving this issue.

   

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

  Business Response

  Date: 04/18/2023

  Good afternoon, 
  I've requested additional feedback from the property team and they have contributed to the following statements addressing the most recent and previous complaints:

  1. The move out statement with the $9k+ balance was sent to **************** in error, our apologies for the confusion.    
  2. We routinely send reminders to pet owners and consistently enforce the community policies when violators are identified. 
  3. No records were found of a complaint against the service team for taking pictures. 
  4. Non-pavered walkways were removed to avoid trip hazards
  5. Resident notes indicate **************** stopped by to discuss breaking the lease. She was informed that her selection on the choice of damages addendum meant that she would be charged rent until someone reoccupied or the end of her lease June 30, 2022, whichever occurred first. The first move-out balance, which remained open, was for $1,531.32.  The apartment was reoccupied on January 21,2023 and *************** was sent a revised move out statement for $830.32.
  6. The compactors are operational. Some residents improperly dispose of garbage by placing on the ground. The property maintenance team handles promptly during business hours and when those in violation are identified, appropriate action is taken.
  7. **************** was always treated with respect. 
  
  The landlords position is that they have upheld their obligations under the lease and local statute and that not only were Ms. ******* charges accurate, but they were also mitigated by the landlords successful efforts to promptly lease the unit to a new tenant. The balance of $830.32 remains outstanding. 
  
   

  Customer Answer

  Date: 04/20/2023

   
  Complaint: 18965639
  
  I am rejecting this response because:

  I understand the need to defend indefensible claims.  I have very many pictures which I took over the course of my time living at Sanctuary Cove to substantiate my claims and observations.  I feel that no matter what I say will be erroneously defended despite how the business was run or how I was treated when I made complaints or inquiries directly in the office.  I gave 60 days notice and pleaded that my rent not be increased by $500 each month when no additional services were provided.  

  To the Better Business Bureau, thank you for your help in this matter.  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/16/2022

  Type:Order 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.

  It has been 3 months ( out on May 14) since moving out of an **** Property- Residential community in ************* ******* and was expecting a return of our security deposit. With all kinds of excuses from pregnancy to being inundated with work, the Check has yet to be seen. They seem to not either pay their bills or take care of their obligations . Looking for our due money!!

  Business Response

  Date: 08/31/2022

  Hello, Check #****** was executed and mailed out on August 17th, 2022, for the refund, Thanks.

  Customer Answer

  Date: 08/31/2022

   
  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:07/25/2022

  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.

  I lived in *********************************************** Apartments from Feb 2016 to Feb 2019. We were the second or third renters of apartment ****. When we gave notice that we would be moving, I was told not to have the carpets cleaned because they were going to be re-installing new ones (since they were changing styles and the carpet was considered at max ********** We moved out of our apartment and left it spotless. We received our final statement and it was filled with charges. I was able to dispute it partially down, because they incorrectly inputted information and tried to say I did not give a proper 30 days notice. I had been admitted to the hospital right before ******* was over, and there are only 28 days in February. Because of this they tried their hardest to hit me with a large fee that I was able to somewhat dispute. I had proof to back me up, but it was a big back and fourth fight and they held tight to other charges such as a pet seal charge for the flooring. We have been trying to fight this **** for over 3 years. We took immaculate care of the apartment while we lived there and carefully cleaned before we moved out. Pictures I have attached show that the way we lived didnt allow much room for carpet exposure, as our furniture took up the majority of carpet space on our small rental. We also used rugs. Attached is also pictured of a spot where there is a **** below the carpet (because the carpet was never cleaned before move out), but it is clearly visible there is no damage to the subfloor or any staining/glowing on the subfloor either. The property took advantage of our moving out and tried to offset some of their flooring costs onto us when it was not appropriate or right to do so. Also adding move out photos showing how clean this place was even after 3 years of living in it.

  Business Response

  Date: 08/09/2022

  Hello, this complaint was sent to the wrong region. The complaint is based out of ******* not in the Southeast *******, thanks.