Complaints

This profile includes complaints for Ovation Property Management's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Ovation Property Management

  Las Vegas, NV 89148-5562

• 

  Ovation Property Management

  10650 W. Charleston Blvd. Las Vegas, NV 89135

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:03/25/2025

  Type:Product 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.

  On December 27, 2024, I completed a rental application and submitted a holding deposit for Unit 104. During this process, I explicitly informed the leasing staff that I would be vacating my current residence on February 28, 2025. I was assured by the assistant leasing manager that my deposit would secure Unit 104 until my move-in date and that no other applicant would be placed in that ******* the time of my application, I was awaiting my moving voucher from the ******************************************. The assistant leasing manager assured me that once I received the voucher, I only needed to bring it in to finalize the leasing process, as the unit was prepared for my move-in on February 28, 2025.On February 6, 2025, I obtained my voucher and immediately contacted the leasing office. As instructed, I visited the property to submit my voucher, only to be informed that Unit 104 had already been rented to someone else. Instead of honoring the original agreement, the leasing assistant attempted to push me into a different unit in another building, which would not have been available until April 4, 2025over a month past my required move-in date. This option was unacceptable, as I had made it clear from the beginning that I needed a unit available by February 28, 2025. I then requested my deposit back.For weeks, I received no communication from the leasing office regarding my refund. I eventually spoke with the office manager, ******, who initially acted unaware of the situation. She incorrectly stated that I had declined the unit, when in reality, the property had rented it to another tenant before I could finalize the process with my voucher.After explaining the events in detail, ****** assured me during the week of March 1014, 2025, that she was processing my refund. However, I have yet to receive the refund or any further communication regarding its status.

  Customer Answer

  Date: 03/26/2025

  ****** the office manager left a voice message stating that she just processed the refund as of today, which is a different story from what I was told a few weeks ago when she told me she was processing it.  I will see if anything happens from this.  I have included the voicemail transcript.

   

  Business Response

  Date: 04/02/2025

  Hello ***** *******,

  Please do not hesitate to contact our corporate office. Our locations furnish all clients with written documentation outlining the standard seventy-two-hour processing time for document retrieval. I would be pleased to discuss this further with you. Our corporate office can be reached at ************.

  Customer Answer

  Date: 04/03/2025

   
  Complaint: 23111545
  
  I am rejecting this response because: I was initially told almost a month ago that the refund was being processed.  After not hearing from them and getting the run around, I was told by ****** via a message that she was out of the office and did not process the refund.  I was then told it was again processed so I am now waiting to receive the refund check in the mail.  ****** has reached out to me and left text messages as well as voice messages regarding this matter.
  
  Sincerely,
  
  ***** *******

  Customer Answer

  Date: 04/07/2025

  Thank you for your help, I received the refund check that was owed to me.

• Initial Complaint

  Date:02/18/2025

  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.

  no copy of bedbug addendum provided for lease period 2024-2025.1st pest tech inspection couldn't see anything, departed, returned few minutes later stating prop mgr wanted treatment anyway.2nd pest tech inspection resulted in no findings, prop mgr still wanted treatment.unaware if prop mgr requested inspections for adjoining units (to left, right, below), which should've been done.1st treatment service on 1/28/2025.3rd pest tech inspection of bug traps resulted in no findings, property mgr gave impression of need for 2nd treatment.not liable for unconfirmed presence or infestation of bedbugs.tenant resident payment portal indicates charge of $75 as this will proceed to litigation and shouldn't be billed until issue resolved.

  Business Response

  Date: 02/18/2025

  The resident in 361 (****** ****-*******) 

  The resident in 361 took furniture from 360 (a deceased resident).  It had been confirmed that there were bedbugs in unit 360. After being made aware that 360 had bedbugs, the resident in 361 was notified of this and an inspection was scheduled based on the spreading and treatment of bedbugs.  The onsite manager met with her and told her because she took items from an apartment with known bedbugs,that her unit needed to be inspected. She was also told we would pay for the inspection but if treatment is required, she would be financially responsible since she brought the infested furniture into her apartment. As a precaution 1 treatment was done and she agreed to pay for it. However, it became apparent she is not in agreement and contacted the pest control company several times.  At this time they have agreed to waive the $75 fee.  However, if bedbugs are reported in the future, the resident will be responsible for any charges related to treatment.

  Customer Answer

  Date: 02/19/2025

   
  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,
  
  ****** ****-*******

  Customer Answer

  Date: 02/19/2025

  tenant refuses to be liable and financially responsible for any future issue(s) unless evidence and/or all written documentation proves otherwise ????

  Customer Answer

  Date: 02/19/2025

  additionally, may be necessary to confirm HUD, NHD, LIHTC, HFA, State of Nevada, ************, City Of LV laws, rules, policies, procedures being adhered to

• Initial Complaint

  Date:01/16/2025

  Type:Customer Service 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 am complaining about an issue with my apartment complex with ovation management through Summerwind apartments. from my move in date in march of 2024 i have multiple issues and incidents with my neighbors and filed multiple complaints with management and corporate and nobody seems to want to do anything or resolve this issue. i keep getting the run around and same verbiage that something is being done i just have to wait and continue dealing with this nonsense and being uncomfortable in my apartment. i have filed a complaint with residential services as well and corporate no longer wants to be involved. i think this is ridiculous considering i have dealt with this for almost a year of my lease.

  Business Response

  Date: 01/23/2025

  To Whom It May Concern (BBB),
  ******** ****** reported to our office that her neighbor allegedly placed trash under her vehicle. After reviewing her concerns, it was determined that the individual in question is not an unauthorized occupant but rather the caregiver for an elderly resident, as confirmed during our investigation. ******** was unable to provide proof or video evidence to substantiate her claim that the neighbor was responsible for the incident.

  Management took immediate steps to address Samanthas concerns by issuing appropriate unauthorized occupant notices to the neighboring unit while conducting an investigation. ******** subsequently submitted a request to our ****************************, seeking 2 months of free rent and a waiver of any rent increases upon lease renewal. This request was respectfully denied by *****************. However, as a customer service gestor and commitment to customer satisfaction, ********************** is willing to offer a $500 concession at this time to address any inconvenience caused. Correspondence with ******** regarding he previous handlings denial of her request is attached for your review.

  Currently, a court hearing for a summary eviction has been scheduled for January 23, 2025, at 10:30 a.m. in the Las Vegas Justice Court. Management is confident that the court will grant the eviction, as the primary leaseholder for the neighboring unit has unfortunately passed away.

  We remain dedicated to providing a safe and respectful living environment for all residents and have handled this matter in accordance with our policies and procedures.

  ******* *****
  Regional Manager
  Ovation Property Management

  Customer Answer

  Date: 01/23/2025

   
  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:12/04/2024

  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 am being improperly evicted and order to pay and resolve, a debt. I do not find I should pay. Do to the severity of the condition upon moving into from **********, to ****** I have tried contacting the Tuscany office property managment to discuss my issues upon moving in, property maintenance, security issues, etc. I also have had issue on property with theft, with a police report. I didn't feel safe upon this issue in the unit, that I am a victim of domestic violence out of **********, whom California victim compensation bored, helped me move in the unit. And Safty was my priority, now I am homeless evicted and financially exhausted. Due to the negligence of ovation Tuscany property management. 09/01/2024 *********, ******** saying I skipped without notice also being a fraudulant act because I emailed her notices and I certified a notice to office of moving out due to my experience and fear. thay aslo threaten me that It will effect my credit report even though they neglected my plead.

  Business Response

  Date: 12/04/2024

  Hello,

  Thank you for forwarding Ms. ******* complaint. We take all resident concerns seriously and would like to clarify the situation.

  Ms. ***** signed a 12-month lease starting on June 21, 2024, with an end date of June 19, 2025. However, she moved out on August 19, 2024, which was early. As a result, she was charged the early termination fees as stated in her lease agreement.

  We are aware of four service requests submitted by Ms. ***** on June 25, 2024, all of which were resolved within 48 hours. After this, there are no further complaints on file.
  

  Regarding the eviction claim, we have no record of filing an eviction. The charges Ms. ***** is referring to were related to the early termination of her lease. We understand her concerns about the impact on her credit, but these charges were applied according to the terms of the lease agreement.

  We understand that Ms. ***** had personal safety concerns and difficulties, and we truly empathize with her situation. If she has any additional information or concerns, we are happy to review them and discuss possible solutions.
  

  Thank you for your attention to this matter.

  Customer Answer

  Date: 12/05/2024

   
  Complaint: 22640771
  
  I am rejecting this response because: 

  they indicated that:

  Regarding the eviction claim, they have no record of filing an eviction. The charges of I Ms. ***** is referring to were related to the early termination of her lease. they understand my concerns about the impact on her credit, but these charges were applied according to the terms of the lease agreement. 

  And they understand that I  Ms. ***** had personal safety concerns and difficulties, and we truly empathize with her situation. If I / she has any additional information or concerns, they are happy to review them and discuss possible solutions.

   

  Im Rejecting and raising the complaint needed tone, because  I want to be assured that I am heard and understand, in my deep concerns they have caused not, added uo to what they've summited.  Regarding my safety matters, and identity, being I am being held accountable that I "skipped with-out notice", isn't true ( see attachments), as I have been in communication email via with the office. Never did I have the change to speak with them about for over three day until, I was able to speak to them, after the emails attached to my disagreement of rejection, I concern why would they take me though such a hardship? 

  They shouldn't have rented the apartment to me due to it's conditions, and Safty concerns, and I too plead for an refund and a latter of all indications, their implying towards above there is "no record of a eviction". Sent to me, the address I am now TEMP living, **************************************, and that I am domestic violence subject, the negligence of this seriousness is hurtful. Because I need to be able to rent home that I am now homeless due this process and financially unstable, due to this heartbreak situation. I need it  be made sure for my safety I can rent a home and they're are not placing it on my credit report, "PLEASE", it is very heard to rent a home if they do so, due to all negligence reasoning, I plead them. Respectfully!! 
  
  Sincerely,
  
  ****** ******* *****

  Business Response

  Date: 12/09/2024

  Dear Ms. ****************** you for sharing your concerns. We are truly sorry for the difficulties you've faced, and we understand how this situation has impacted you. Weve reviewed your file, and there is no record of an eviction or any eviction proceedings. The charges you mentioned were related to early termination of your lease, as outlined in the lease agreement. However, we are happy to review any additional information you have.

  You mentioned being in contact with our office before you vacated the apartment. To help us look into this further, please provide any proof of communication with our office. This will help us better understand your situation.

  Please send us any relevant information, and well do our best to resolve this fairly.

  Thank you.

  Customer Answer

  Date: 12/10/2024

   
  Complaint: 22640771
  

  Thank you for the responses and I I appreciate that  there is no eviction being processed,

  if you don't mind can you please send me documentation the specifies that.

  I provided in this complaint the communications with Tuscany office emails etc, and police reports, along with my displacement and domestic violence victim affidavit.

  I will add the same document again. I concerns

  I am rejecting to accept further investigation this response because. 
  
  Sincerely,
  
  ****** ******* *****

  Business Response

  Date: 12/10/2024

  Hello,

  Attached is the Final Account Statement for your unit at ******* noting the fees owed per the signed lease agreement.

  Thank you.

   

   

  Customer Answer

  Date: 12/13/2024

  **Subject:** Follow-Up on Tuscany BBB Complaint December 10th Update  
  
  
  
  I am following up on my BBB complaint regarding Tuscany. As I continue to wait for a resolution, I want to emphasize that I have sent supporting documents outlining my financial and displacement conditions. I cannot afford to pay the $8,000 currently requested, and I disagree with this demand.  
  
  I respectfully request that this matter be reviewed under my circumstances and that documentation confirming there will be no eviction or credit impact be provided to me or erase of the need to pay due, under my circumstances, I need to find housing  I can barely footed now due to this hardship impact. 
  
  Thank you for your attention to this matter, and I look forward to your response.  
  
  
  *******

  Customer Answer

  Date: 12/13/2024

  **Subject:** Follow-Up on Tuscany BBB Complaint December 10th Update  
  
  
  
  I am following up on my BBB complaint regarding Tuscany. As I continue to wait for a resolution, I want to emphasize that I have sent supporting documents outlining my financial and displacement conditions. I cannot afford to pay the $8,000 currently requested, and I disagree with this demand.  
  
  I respectfully request that this matter be reviewed under my circumstances and that documentation confirming there will be no eviction or credit impact be provided to me or erase of the need to pay due, under my circumstances, I need to find housing  I can barely footed now due to this hardship impact. 
  
  Thank you for your attention to this matter, and I look forward to your response.  
  
  
  *******

  Customer Answer

  Date: 12/13/2024

   
  Complaint: 22640771
  
  **Subject:** Follow-Up on Tuscany BBB Complaint December 10th Update  
  
  
  I am following up on my BBB complaint regarding Tuscany. As I continue to wait for a resolution, I want to emphasize that I have sent supporting documents outlining my financial and displacement conditions. I cannot afford to pay the $8,000 currently requested, and I disagree with this demand.  
  
  I respectfully request that this matter be reviewed under my circumstances and that documentation confirming there will be no eviction or credit impact be provided to me or erase of the need to pay due, under my circumstances, I need to find housing I can barely footed now due to this hardship impact. 
  
  Thank you for your attention to this matter, and I look forward to your response.  
  
  Sincerely,
  
  ****** ******* *****

  Customer Answer

  Date: 12/17/2024

   

  Hello,

   

  Here is my identity theft protection report.

   

  *******

  Business Response

  Date: 01/07/2025

  Hello,

  Thank you for forwarding Ms. ******* complaint. We take all resident concerns seriously and would like to clarify the situation.
  Ms. ***** signed a 12-month lease starting on June 21, 2024, with an end date of June 19, 2025. However, she moved out on August 19, 2024, which was early. As a result, she was charged the early termination fees as stated in her lease agreement.
  We are aware of four service requests submitted by Ms. ***** on June 25, 2024, all of which were resolved within 48 hours. After this, there are no further complaints on file.
  
  Regarding the eviction claim, we have no record of filing an eviction. The charges Ms. ***** is referring to were related to the early termination of her lease. We understand her concerns about the impact on her credit, but these charges were applied according to the terms of the lease agreement.
  We understand that Ms. ***** had personal safety concerns and difficulties, and we truly empathize with her situation. If she has any additional information or concerns, we are happy to review them and discuss possible solutions.
  
  Thank you for your attention to this matter.

  Customer Answer

  Date: 01/08/2025

   
  Complaint: 22640771
  
  I am rejecting this response because I do not fully understand the concept of early termination and its implications. I was under the impression that it would not impact my credit history. Additionally, I need this matter resolved due to the experience Ive endured.
  

  I do not understand why I am being required to pay for this unit, given the severity of the issues I faced, including safety concerns and the unclean environment upon moving in. These conditions made the unit unsuitable for living and directly violate tenant rights under state and local housing laws. Specifically, Civil Code Section ****** requires landlords to provide rental units in habitable conditions, free of safety hazards, and fit for occupancy. Failing to meet these standards breaches the implied warranty of habitability.

  Additionally, the negligence in addressing these unsafe conditions could violate Penal Code Section 396 if the rental agency misrepresented the condition of the unit or acted unfairly during this process. Furthermore, any failure to provide necessary disclosures about the units condition before signing the lease may constitute fraud or deceptive practices under Penal Code Section 484.
  

  I am not satisfied with the unit, and I believe I should not owe any remaining balance, and due to the financial instability and hardship I am already facing while searching for new housing. By continuing to enforce this lease under such conditions, the rental agency is compounding my financial and emotional hardship.
  

  I request that the priority manager, CEO, or a decision-making manager contact me as soon as possible via email or phone to discuss this matter. The conditions of the unit, coupled with the financial strain, highlight several red flags and potential legal violations on the part of the rental agency. This unit should not have been rented to me under these circumstances, especially considering my financial situation and the basic requirements for a livable space.
  

  Please address this matter urgently, as I cannot afford this unit, and the conditions have caused undue hardship. I ask for this to be resolved fairly, including waiving any charges or penalties associated with the early termination of my lease, and detail specification that this will not impact my credit report while looking for a new apartment to live, under these circumstances. 
  
  Sincerely,
  
  ****** ******* *****

  Business Response

  Date: 01/08/2025

  Hello,

  Ms. ***** signed a 12-month lease starting on June 21, 2024, with an end date of June 19, 2025. However, she moved out on August 19, 2024, which was early. As a result, she was charged the early termination fees as stated in her lease agreement.

  We are aware of four service requests submitted by Ms. ***** on June 25, 2024, all of which were resolved within 48 hours and are attached for review. There are no notes about inhabitability issues. After this, there are no further complaints on file.
  
  Regarding the eviction claim, we have no record of filing an eviction. The charges Ms. ***** is referring to were related to the early termination of her lease. We understand her concerns about the impact on her credit, but these charges were applied according to the terms of the lease agreement.

  We understand that Ms. ***** had personal safety concerns and difficulties, and we truly empathize with her situation. But again, prior to vacating there are no records of these issues reported to the office.

• Initial Complaint

  Date:09/09/2024

  Type:Customer Service 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.

  This relates to Ovation Property Management's property that they own, the Aspire at Echelon. When dealing with the apartment complex Aspire at *******, I was initially accepted when applying. Then once they found out that I worked for a black owned business, they instantly began to treat me differentaly and question the legitimacy of the business I work for. My application went from accepted to denied the next day. When we called and asked for an explanation or help they disconnected their phone line and ignored my calls when trying to file a formal complaint with the company themself. I have never been treated like this.

  Business Response

  Date: 09/10/2024

  Hello,

  Thank you for bringing your concerns to our attention. I want to assure you that our policy was adhered to throughout the application process. After receiving the required documents, we thoroughly reviewed them against our established criteria. Unfortunately, based on this review, your application did not meet the criteria for approval.

  We understand that this situation has been frustrating, and we take such matters seriously. Please be assured that our decisions are based solely on our criteria and not influenced by personal or professional affiliations. If you have further questions or need additional clarification, feel free to reach out to us, and we will do our best to assist you.

  Thank you for your understanding.

• Initial Complaint

  Date:09/09/2024

  Type:Customer Service 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.

  ******* is by far the absolute worst HUMAN being Ive dealt with in customer service. I was hung up on multiple times when trying to rent an apartment from them. I dealt with racist remarks and comments and he was defended by his co-workers. This is by far the worst experience Ive had and we shouldnt be dealing with racism in 2024. RUN AS FAR AWAY AS POSSIBLE!!!

  Business Response

  Date: 09/09/2024

  Hello,

  I would like to provide some clarification regarding the situation:
  

  1. Application Denial Due to Unverifiable Documents: Our records indicate that the application in question was denied because certain documents provided were unverifiable. As a standard practice, we require all submitted documents to be verifiable to ensure the accuracy and integrity of our application process. This policy is in place to protect all parties involved and to maintain fairness in our rental procedures.

  2. Involvement of Unlisted Individual: It has come to our attention that an individual not listed on the application has been involved in communications and actions related to this matter. Please note that our policies require all correspondence and issues to be handled by the applicant directly. This ensures that all information is accurate, and that the application process is handled efficiently.

  3. Office Team Harassment: We have also noted reports of harassment directed towards our office team. We are committed to treating all individuals with respect and professionalism, and we expect the same in return. Harassment of any kind is not acceptable and is taken very seriously. We kindly ask that all communication remain professional and respectful to ensure a constructive resolution.
  

  We understand that this situation may be frustrating, and we regret any inconvenience it may have caused. If you have any further questions or wish to discuss this matter in more detail, please feel free to contact our office directly. We are here to assist and ensure that all concerns are addressed appropriately.
  

  Thank you,

  ******* ******** | Regional Manager

• Initial Complaint

  Date:06/04/2024

  Type:Billing 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 laid off my job and I was in communication with the office multiple times regarding my situation. ****** who works in office told me to file for an extension with the court with I did for more time to pay. Which I did, By the time I got a job it was mid April, I spoke with the office and let them know I was going to pay the rent that coming Monday. ******* the office manager said that she wasnt sure if they were going to accept my payment and she needed to check with corporate. The next day she emailed stating they would not be taking my payment and moving forward with eviction. At that point I had no choice but to leave. They wouldnt accept payment. She told me since I was later before then they would not be renting. Regardless of being late I tried to pay and get caught back up. Weeks go by and I receive a ridiculous balance saying I owed roughly $6000. Highly upset I called only for them to tell me I skipped the lease ? Now there charging me for 2 months rent plus a ridiculous made up fee called a re-letting fee of $2800. This is exactly how companies ruin peoples lives. I expected some charges but $6000 is insane and after they refused rent? Everyone has hard times and there is no way I should be forced into paying $6000. I called to speak with them there highly unprofessional, ********************* up on my face and they never answer the phone. Not once was I told by the office that they wouldnt accept payment. If that was the case I wouldnt have filled out its the courts and I wouldnt have been contacting the office. They waiting until the last minute to tell me they wouldnt accept my payment. Not ONCE did I receive anything from them saying if I was late again they wouldnt accept payment

  Business Response

  Date: 06/14/2024

  BBB of ***************,

  *************************** resided in unit 2173 at ********************** Homes.  Unfortunately, the resident was evicted for non-payment of April 2024 rent.  The eviction was filed on 4/24/24 and **************** answered her 7-day Notice to Pay or Quit initiating a case with the Las Vegas Justice Court.  The court date was set for 5/13/24 at 2 pm.  The eviction was filed, accepted and set on the calendar so the matter was in the hands of the courts.  ***************** did not show up in court as scheduled, instead she turned in the keys on 5/13/24. 
  According to the lease agreement **************** entered with Ovation,she is bound to the early termination clause that states if the resident is in default of the contract, the reletting fee of 1 month and 60-days of rent would apply. 
  I would like to encourage **************** to contact our in-house payments department to seek a possible settlement agreement.  ****** can be reached at *********************************** or by phone ************.
  
  Best Regards,
  
  *************************

  
  

  Customer Answer

  Date: 06/17/2024

   
  Complaint: 21800891
  
  I am rejecting this response because:

  The moment I was laid off I was in communication with the rental office regarding my situation. If at any point they werent going to accept my rental payment I should have been notified then. Instead I was told by the office staff to file with the court for more time to pay, again I was not told anything from the office stating they wouldnt be accepting anymore rental payments from me. Once I filled with the court yes there was a date set for May 13 , I started my new job on April 20 I called the office literally my 3 day working letting them know Id have the rental payment the following week. At that moment ******* the office manager told me they wouldnt be accepting my rental payment due to me being late. She then told me they were moving forward with the eviction and once granted Id have ********************************************** out shortly after the May 13 court date. So I had no choice but to move I DID NOT , break my lease I have it in writing from ******* stating they would not be accepting my payment. I understand Id have some fees but $5000-6000 is ridiculous when YOUR COMPANY , refused my payment. So there was no point in going to a court date just to be put out either way. Now fast forward your company is trying to make it seem like I intentionally broke the lease and refused to pay which is ABSOLUTELY incorrect.  If my payment would have been accepted I wouldnt be in the position. The rental office is extremely rude and unprofessional. Now I have to result in a lawyer to protect myself from being over charged which is crazy 

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

  Business Response

  Date: 07/08/2024

  BBB of ***************,

  As mentioned in the previous response, *************************** filed an answer with the Las Vegas Justice court.  Court date was set or 5/13/2024 at 2 pm.  At that time the matter was in the hands of the courts.  This was her opportunity to be heard regarding her situation and have a decision made by the Judge. Compliance of the courts order is required by both parties.  
  

  I encourage **************** to contact our in-house payments department to inquire about a possible settlement agreement, and we may work on a payment plan.  *********************************** may be reached by email at *********************************** or by phone ************. 
  

  Thank you,
  *************************

  
  

  Customer Answer

  Date: 07/23/2024

  Hello I did respond to the property I never received a second response back ? 

• Initial Complaint

  Date:05/28/2024

  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 moved into Ovation Property Ensemble Apts its a smoke free apartment complex. My apartment has been filled with cigarettes smoke continuously every day. I have complained to the property management about this problem that they have yet to do anything about it. The smoke is so bad that my company ends up leaving and they cant hardly breathe. I cant hardly breathe. Even my dog coughs, I had a stroke a few months ago and Im scared to death. Im gonna end up having another one. Please take care of this problem for me. I would very much so appreciated. Thank you.

  Business Response

  Date: 05/30/2024

  The on site manager was not aware of this issue.  upon notifying her, she took the following steps and will try to work with the resident to resolve this issue to the best of their ability:

  I walked with **** yesterday afternoon.
  
  We did not smell any cigarettes odor coming from Sandras apartment. We also walked the neighboring units to make sure there was no odor.  I did not find any source for the odor she is stating she smells other than a neighbor who has a candle below her that she uses occasionally.
  
  I'm working with **** to do inspections/and set up times/dates for us to walk the units on and around ********************** apartment again.
  
  Please let me know if you have any further questions.
  
  Thank you for bringing this to my attention.
  
  *************************| Property Manager

   

  Thank you.

• Initial Complaint

  Date:05/23/2024

  Type:Product 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.

  Altessa at ovation apartments has taken my cleaning deposit while denying My application. *******, the office manager said that my $400 deposit would be refunded with 72 hours and that time frame has expired and I still have not received my refund.This company is a scam. After several incorrect leases sent to me to be signed and wasting time with the leasing process, they are now wasting more time returning my money owed. Due to the negligence and unorganizstion of the leasing agents at *******, I should receive a refund of the entire amount paid of $500. I have a lawyer for this issue however, I am attempting to get my money back before taking this matter to court.

  Business Response

  Date: 05/24/2024

   I truly understand your frustration, and I sincerely apologize for the delay in processing your refund. Your refund request was overlooked in error that did impact the refund processing time.
  Please rest assured that your refund has been processed.  Our team is committed to expediting all refunds and ensuring that such delays do not occur in the future.
  As a token of our appreciation for your patience, we have refunded the full $500.00, if you have any further questions or concerns, please feel free to reach out. 
  Once again, I apologize for any inconvenience this delay may have caused. We value and appreciate your understanding.
  Sincerely,

  Ovation Property Management Team 

• Initial Complaint

  Date:05/08/2024

  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.

  Beginning in January 2024, have received multiple correspondence from leasing office attached or slipped through front door, of which is considered harassment.Have complained about loud, distracting noise from tenant above: stomping when walking, dropping heavy items on a daily basis. Gave office 3 sheets of complaints.Reported to leasing office regarding loud bangs from previous refrigerator that is at least 7 yrs old. Am unable to speak on my cell phone, watch television or hear music in peace or enjoy a meal.Will NEED: 1) tenant to relocate to another apt. 2) need a refrigerator that works properly to avoid food getting spoiled as well as a newer refrigerator and 3) continued harassment of letters being mailed from Ensemble or attached to my front door.

  Business Response

  Date: 05/09/2024

  We are sorry for any issues they might be experiencing; however, after contacting the onsite staff, they were not aware of any current issues at this time.  ******* will need to contact the office and speak with the manager, ******, so she can help her with the process required to accurately report noise complaints.  Also, if there are issues with the refrigerator not working (not just because it is old), a service request will need to be submitted to the office.

  The site will send notices in multiple ways, depending on what is being delivered.  With certain notices, we cannot deviate how they are delivered.

  It sounds like ******* needs to call and speak with ****** for any issues she is having.

   

  Good Morning,
  
  This resident has not mentioned any issues with her fridge,noise complaints, notices, or anything else of the matter. 
  
  ******* just came in recently to pay rent on her past due balance.Resident spent her own rent check back in January mistakenly so this is when notices would have started to go out. We have spoken to the daughter from here on regarding any payments due. The notices she is referring to are most likely from the unpaid balance, the 30 Days that get sent out each month. Or she could be referring to the calendars that come out each month too.
  
  In reference to her refrigerator the last known issue was back in December of 2023 for the ice maker.
  
  Again, I have no problem reaching out to her and her daughter. 
  
  Please let me know if you have any other questions or need anything else.
  
  Thank you.
  
  *************************| Property Manager

   

  Customer Answer

  Date: 05/20/2024

  Have already complaint about tenant above #***. Early morning heard loud thumping when she walks; also at night.  Heard loud bangs when she's dropped heavy items. Have received letters in mailbox and at my front door from leasing office. An employee, ********* gave me a written note for balance to be paid - January 2024.  Owe one more payment only.  Was told by secretary in office to slip money order under office door for January.  There is NO deposit box in front of office door for rent, etc. ( Previous refrigerator also has an old date which I photographed).

  Customer Answer

  Date: 05/20/2024

  Have already complaint about tenant above #***. Early morning heard loud thumping when she walks; also at night.  Heard loud bangs when she's dropped heavy items. Have received letters in mailbox and at my front door from leasing office. An employee, ********* gave me a written note for balance to be paid - January 2024.  Owe one more payment only.  Was told by secretary in office to slip money order under office door for January.  There is NO deposit box in front of office door for rent, etc. ( Previous refrigerator also has an old date which I photographed).

  Customer Answer

  Date: 05/21/2024

   
  Complaint: 21680238
  
  I am rejecting this response because: Have already complaint about tenant above #***. Early morning heard loud thumping when she walks; also at night.  Heard loud bangs when she's dropped heavy items. Have received letters in mailbox and at my front door from leasing office. An employee, ********* gave me a written note for balance to be paid - January 2024.  Owe one more payment only.  Was told by secretary in office to slip money order under office door for January.  There is NO deposit box in front of office door for rent, etc. ( Previous refrigerator also has an old date which I photographed).
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 05/21/2024

  Please contact the actual onsite manager, ************************* to help resolve any issues.

  We are sorry for any issues they might be experiencing; however, after contacting the onsite staff, they were not aware of any current issues at this time.  ******* will need to contact the office and speak with the manager, ******, so she can help her with the process required to accurately report noise complaints.  Also, if there are issues with the refrigerator not working (not just because it is old), a service request will need to be submitted to the office.
  The site will send notices in multiple ways, depending on what is being delivered.  With certain notices, we cannot deviate how they are delivered.
  It sounds like ******* needs to call and speak with ****** for any issues she is having.
  
  Good Morning,
  
  This resident has not mentioned any issues with her fridge, noise complaints, notices, or anything else of the matter. 
  
  ******* just came in recently to pay rent on her past due balance. Resident spent her own rent check back in January mistakenly so this is when notices would have started to go out. We have spoken to the daughter from here on regarding any payments due. The notices she is referring to are most likely from the unpaid balance, the 30 Days that get sent out each month. Or she could be referring to the calendars that come out each month too.
  
  In reference to her refrigerator the last known issue was back in December of 2023 for the ice maker.
  
  Again, I have no problem reaching out to her and her daughter. 
  
  Please let me know if you have any other questions or need anything else.
  
  Thank you.
  
  *************************| Property Manager
  why here...

  Customer Answer

  Date: 05/22/2024

  Due to disability (not able to sit over 10 minutes); need to receive response re: tenant above.  May need to locate another refrigerator.  The current one is more than 5 yrs old.  Milk has spoiled.  Upon touching refrigerator between freezer and fridge - it is 'hot'

   

  Customer Answer

  Date: 05/29/2024

   
  Complaint: 21680238
  
  I am rejecting this response because: Due to disability (not able to sit over 10 minutes); need to receive response re: tenant above.  May need to locate another refrigerator.  The current one is more than 5 yrs old.  Milk has spoiled.  Upon touching refrigerator between freezer and fridge - it is 'hot'
  
   
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 05/29/2024

  We do not just replace appliances.  Please contact the onsite office so they can schedule maintenance to look at the refrigerator.  If it is determined that there is any issue, they will make a decision on whether it can be repaired or not.

  Thank you.

  Customer Answer

  Date: 05/30/2024

  Refrigerator is hot upon touching all across between the freezer and refrigerator.  Also, when ice is making; when ice dropped in bucket makes a loud noise.

  DO not want to rely on another 'refurbished' refrigerator; as to it cannot be fixed.  This is the 2nd one already.

  Prefer to purchase a privately owned one

  Customer Answer

  Date: 06/01/2024

  Actually,  if your office contacts Ensemble they can send maintenance to go to #*** in order to check out the old refurbished appliance.  The rent has increased $54 which I have paid for 2 months already.

  Thank you

  Customer Answer

  Date: 06/01/2024

  Have already spoken regarding refrigerator issues before.  Also, have submitted a few days ago 3 pages of loud disturbances from tenant upstairs in unit 253.  She should relocate to a ground floor unit ASAP.  I am legally disabled since 9/2012.  She told me weeks ago that she has Section 8.  

  If needed to speak with an Attorney, I'm sure a judge would hear me out.  It's almost 10:30 am yet NO maintenance worker has arrived to evaluate the refrigerator.

  What is the delay ???    Am planning to take the bus to corporate office. Yet, being disabled am unable to sit over 10 minutes 'anywhere'.  I use a walking cane.  Need a response ASAP in getting the refrigerator exchanged.       Tx

  Customer Answer

  Date: 06/03/2024

   
  Complaint: 21680238
  
  Actually,  if your office contacts Ensemble they can send maintenance to go to #*** in order to check out the old refurbished appliance.  The rent has increased $54 which I have paid for 2 months already.
  
  Have already spoken regarding refrigerator issues before.  Also, have submitted a few days ago 3 pages of loud disturbances from tenant upstairs in unit 253.  She should relocate to a ground floor unit ASAP.  I am legally disabled since 9/2012.  She told me weeks ago that she has Section 8.  
  
  If needed to speak with an Attorney, I'm sure a judge would hear me out.  It's almost 10:30 am yet NO maintenance worker has arrived to evaluate the refrigerator.
  
  What is the delay ???    Am planning to take the bus to corporate office. Yet, being disabled am unable to sit over 10 minutes 'anywhere'.  I use a walking cane.  Need a response ASAP in getting the 
  Refrigerator is hot upon touching all across between the freezer and refrigerator.  Also, when ice is making; when ice dropped in bucket makes a loud noise.
  
  DO not want to rely on another 'refurbished' refrigerator; as to it cannot be fixed.  This is the 2nd one already.
  
  Prefer to purchase a privately owned one
  

  
  

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

  Business Response

  Date: 06/05/2024

  We are working with this residents emergency contact (her daughter)- please see below from the onsite manager.  She is not relaying information to the office (maybe thinking she is). The actual resident was in the office today and still did not mention one thing about the refrigerator.  We have a maintenance person going today to look at her refrigerator.  We are just not sure what, if any, resolution there is at this time.
  

  I've spoken to her daughter she is going to help me relay the message regarding her fridge. Her daughter said she's starting to not think clearly before she's writing these reviews. She's also distraught because she is past due on rent. Her daughter said her Brain Aneurism is really affecting her normal day to day decision making. ******* was here earlier today paying rent but never mentioned the fridge.
  
  I have placed a work order and **** is headed over now to see if she's home.
  
  *************************| Property Manager
  Phone:  ************
  Fax:       ************

  Please let me know how else I might respond that will help end this?

  Thank you.

   

  Business Response

  Date: 06/07/2024

  
  I have placed a work order and **** is headed over now to see if she's home.
  
  *************************| Property Manager
  Phone:  ************
  Fax:      ************
  
  
  Thank you.

  Customer Answer

  Date: 06/07/2024

  Have submitted 3 Complaint letters to *************** when an employee told me to place the complaint on her desk. Regarding loud noise the tenant upstairs #*** causes on a daily basis from early morning before 6 am..

  Refrigerator is another disturbance when ice falls out unto tray.  This is the 2nd refrigerator maintenance has changed.  It is very hot when touched in the whole section between the freezer and the refrigerator.  There are a few cracks in the freezer.  Some of my milk and food has spoiled.

  Also, have received a few envelopes dropped off at my apt. door.  Have also received a few letters in the mailbox, e.g. a letter **************** and more envelopes re: rent default.   That's considered harassment from Ovation whereas have contacted a lawyer's office.  Have already given the above info to ***************.

  Requested for tenant above to relocate somewhere else.  She told me she has Section 8.

  Tx.

  Customer Answer

  Date: 06/07/2024

  Have selected a photo of letters mailed.

  Customer Answer

  Date: 06/07/2024

  Unable to add a file type: photo

  Customer Answer

  Date: 06/10/2024

   
  Complaint: 21680238
  
  Have submitted 3 Complaint letters to *************** when an employee told me to place the complaint on her desk. Regarding loud noise the tenant upstairs #*** causes on a daily basis from early morning before 6 am..
  
  Refrigerator is another disturbance when ice falls out unto tray.  This is the 2nd refrigerator maintenance has changed.  It is very hot when touched in the whole section between the freezer and the refrigerator.  There are a few cracks in the freezer.  Some of my milk and food has spoiled.
  
  Also, have received a few envelopes dropped off at my apt. door.  Have also received a few letters in the mailbox, e.g. a letter **************** and more envelopes re: rent default.   That's considered harassment from Ovation whereas have contacted a lawyer's office.  Have already given the above info to ***************.
  
  Requested for tenant above to relocate somewhere else.  She told me she has Section 8.
  
  Tx.

  Business Response

  Date: 06/10/2024

  At this time the property has not been able to confirm nor validate the noise complaint.  If this occurs during office hours, please contact the office so they can witness the noise.  If it occurs after office hours, please contact Preventative Measures.  This is a multifamily building and noise is expected.  Without confirming, there is nothing that can be done.

  Maintenance has serviced the refrigerator and even went back afterwards to verify it was working correctly.  There is nothing else to do.

  if there are future issues, you will need to contact the onsite office.