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:04/23/2024

  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 was a tenant at ***************** where it is lease violation to smoke in their units. The resident below me smoked daily in his apartment & was allowed to smoke daily while other residents went off-site to smoke as suggested in our lease. I made a total of 9 attempts: 2 phone calls, 7 emails along with 2 requests to transfer to another unit, all of which were ignored. It was so awful that when I had visitors over, they asked me if I started smoking. As a 60 yr old woman, I developed breathing & sinus issues. After no assistance from the leasing office, I was forced to find another place to live where non-smoking is enforced per the lease. I am now being victimized & made accountable for terminating my lease early. A letter was sent to Ovation Property Mgmt along with all my emails in which I have not gotten no response or any help all while the resident below continues to stay in his unit & smoke in a non-smoking unit. I have always paid my rent on time for the 10 months I was there & this is unacceptable business practice. Thank you.

  Business Response

  Date: 04/23/2024

  Hello, 

  There was a complaint submitted through our **************************** regarding the ongoing issues with the neighbor. On February 6, 2024 a letter from ****** was sent to your email noting the request for early termination had been denied. Management requested to be contacted by February 9, 2024 if you chose to transfer you to another unit on-site with a 30-day notice. We did not hear back, instead received keys for move out on February 27, 2024. Per the lease agreement, a $3,000 Early Termination Fee was charged at move out due to insufficient notice received and early termination of the lease. 

  Customer Answer

  Date: 05/01/2024

   
  Complaint: 21611884
  
  I am rejecting this response because:

  Their response is inaccurate as I didn't receive a reply in reference to transferring units until my 30-day notice was served.  I wasn't requesting an early termination, I had already given my 30-day notice since my emails & phone calls went unanswered with only 1 reply to submit my complaint to ******** Services & that reply came after my emails & voicemails. This building is a non-smoking building with a non-smoking addendum that is part of their lease.  I tried for months asking for help as to why the resident below was smoking all day everyday as he was retired & no one bothered to help me at all let alone return a phone call. The non-smoking addendum clearly states you are not allowed to smoke in your unit or on the grounds!  

  Please attached my letter sent to Ovation Property Mgmt via overnight delivery along with my emails. 

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

  Business Response

  Date: 05/09/2024

  Hello,

  Early termination of the lease agreement without penalty was never agreed upon prior to the unit being vacated. The lease end date for the agreement was on 05/13/2024 and the unit was vacated on 02/27/2024. Charges for vacating the unit without proper notice were applied accordingly. Our collection department can be contacted at ************ or *************************** for further information.

  Thank you.
  

• Initial Complaint

  Date:04/09/2024

  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.

  4/8/24. I'm currently living at Ovation properties/ Tempo Seniors Apts. 2nd floor at ******************************************. *****. Ive been living here for approx. 5 years. ** retired . *** worked very hard my entire life so that I could enjoy my senior years of retirement. I as a current tenant cannot recommend that anyone move here to Tempo Senior Apts./ *******************. Unless you can move into a top floor unit. If you move into a first or second floor unit. Theres a possibility that you might experience what Im currently experiencing living here. You might have a troubled tenant living above you that will constantly and deliberately make unnecessary noise above you. As soon as I turn on my T. V set or stereo on with the volume set at a reasonable level. The tenant above me on the third floor will throw heavy objects on the floor and stomp out of their bedroom into their living room and drag furniture along the way . Sometimes will march back and forth for a few hours or more. Sometimes only for 15 mins. This will take place all hours of the day and night almost every day. The tenant above me has been doing this stomping and dragging furniture back and forth with IMPUNITY since Dec 20th 2023, It seems as though the tenant above me knows that management will do nothing to stop them from making any noise. I completely understand that some people are heavy footed and will make noise when they walk from point A to point B. However I do not understand if a person is deliberately stomping dragging furniture and marching from room to room back and forth like a soldier. I believe that The tenant above me is deliberately harassing me for reasons unknown. I do not know the tenant above me or anything about them, nor have I ever had any contact with the tenant above me. I wish the tenant above me no ill will. My opinion is that this tenant above me is deeply troubled. I've talked with other tenants who have filed complaints against the problem tenant above me. .Management has not resolved their complaint either. Management has told me to call the police or security. Im not going to disturb the police for this type of problem . The police are very busy each day saving lives and making our community a safer place to live. This type of Problem should be handled by management here at this location. I've called and talked with security over the telephone. Management here told me that they have no record or any report from their security company. Once again. I cannot recommend that anyone move into Ovation Properties / Tempo Seniors Apts. *******************. unless you can move into a top floor unit. If you move into a first floor or second floor unit there's a possibility that you might have a troubled tenant living above you making constant unnecessary noise and management will do nothing to resolve your problem of a tenant above you. I now again ask tempo seniors / ovation properties management what are you going to do to resolve this ongoing problem with this tenant above me? I will add updated information to this complaint once ovation properties/ tempo seniors apts. submits a statement to the BBB. I have not exaggerated, embellished or been untruthful in any way. Every word expressed by me in this statement is 100 percent true. I also hope that because Im standing up for my rights, ovation properties / tempo seniors apts. will not retaliate against me in any form.

  Business Response

  Date: 04/23/2024

  Tempo is a 55+ community, midrise with multiple floors.  There will be expected noises with multi family living.  If a resident feels someone is being ****** noisy, there are multiple options and this is explained when/if a complaint is made.  If this happens during business hours, they need to call the office so that someone can come and verify the level of noise.  If it happens after hours, they are asked to call the courtesy patrol company so that they can come out and verify the level of noise.  Without any third party verification it is hard for the office to be able to do anything.  With verification that the noise is not normal apartment living noise, our *************************** can send a notice as well as start the process, if needed, to find the resident in violation of their lease.  We are sorry for any inconvenience as both residents have been long term residents. It is important that the resident  help us to help him by either calling the office during business hours or the courtesy patrol service after hours.

  Thank you.

• Initial Complaint

  Date:01/26/2024

  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.

  On 12/10/23, I went to my onsite property owned storage unit at the grove apartments to get some items I needed. I discovered that all of my items were gone and replaced with someone elses stuff. I discovered that the grove management had trashed out my storage unit which contained many items as well as sentimental/ family heirlooms. Management claims it was a clerical error but Im not so sure thats really the case. All I got were empty apologies! I say this because when it came time for compensation, they offered me pennies!! Their integrity and any offerings of any fair compensation stop with words only. This company acted with such gross negligence that they should offer fair compensation based on that alone! They offer pennies and expect me to except that. They act as though THEIR doing me a favor. They claim the insulting compensation offered was a show of customer service as worded in the document they wanted me to sign. If they were really interested in customer service, they would pay me fairly for their egregious error! This company brings in over 2 billion a year in revenue and they whine about paying me fairly for their HUGE S**** UP! They steal my items then are arrogant about making it right. This is equivalent to pouring salt into an open wound. I now have to pursue legal action because of their king of the hill complex. This whole situation has made me realize that Ovation Property Management only cares about customer service as long as it doesnt cost them any or very little of their precious money Their attitude is Yeah, we totally screwed you over what are you gonna do about it? They know their bigger and have more resources than average people like me and they have definitely displayed that through their cocky and bully like behavior.

  Business Response

  Date: 01/26/2024

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

  Unfortunately, our resident at The Grove ****************** did have a storage unit that was trashed out in error.  It was in fact a clerical error when the storage unit was rented and not properly assigned in our resident management software.  This was not intentional and we certainly extended our sincere apologies for the mistake.  We were able to obtain some of his belongings back from the pack and store vendor, but not all.  There was no inventory of items on our behalf because it was assumed to be abandoned, also part of the error.  We did have photos of the storage unit of before and after the vendor returned the items that were not disposed of yet. 

  We understand that ****************** was unhappy and in an effort to satisfy our resident we offered a $7500 compensation considering heirlooms and the items seen in the picture, however he did not provide and inventory list.  ****************** counter offered with a request for $10,000 and waiving the remainder of his lease rent from now through September.  That would be a total of $21,934, which was denied.  Our offer of $7500 still stands if ****************** should chose to accept.  

  Respectfully,

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

  Customer Answer

  Date: 01/29/2024

   
  Complaint: 21201668
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  The compensation offered from ovation just shows their unwillingness to take responsibility for their actions. The ******* offered should ONLY be for their actions and not anything else. There should be separate compensation for the items. They need to keep in mind that in addition to replaceable items, there were non replaceable as well that were priceless. Their statement of wanting to provide customer service is a complete joke. If they really were interested in customer service and wanting to make me whole again as stated by them in previous conversations, they would pay me both for their actions AND my items.  Thiis is not a typical damage claim such as a flood, collapsed roof, ********, This was 100% their doing and no one elses. The simple fact is, they are letting their greedy attitude about a few dollars (few to them) dictate their customer service model. The statement provided by them once again just illustrates their arrogance and the people who made them their empire mean absolutely nothing.

  Business Response

  Date: 02/09/2024

  
  This is a response to the complaint submitted to your office by resident, ***********************, which is the subject of Better Business Bureau Complaint No.**201668.  We understand that ****************** disputes our assessment of his claim.  We would like to take this opportunity to respond and add some clarification concerning the property loss claim for storage unit #** at The Grove Apartments.
  
  We have been working with ****************** to reconcile the unintended property loss claim and proffered a reasonable offer.  Upon disputing the amount, ****************** was asked to provide any receipts/invoices for any items which were in excess of the offer for reconsideration.  We have not received any additional documentation.  We will continue to extend the offer and hope ****************** reconsiders.
  
  We anticipate that this adequately responds to the complaint.  If you should have any further questions or concerns, please let us know so we can respond accordingly. 
  
  Thank you for your courtesy and cooperation in this matter.

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

  Customer Answer

  Date: 02/23/2024

  I never received a notification to respond to this complaint from the BBB like I have in the past. At any rate, here is my response. Ovation property management has in no way made a good faith effort to correct my problem. I have been forced to take legal action against them because of their laughable and insulting offer of compensation. What they call a fair offer doesnt even come close by any reasonable persons standard. There is nothing to reconsider on my part. THEY NEED TO RECONSIDER their actions regarding this matter, but based on their arrogance displayed so far, it appears that this will have to be settled through the court system, which I find very disturbing. Ovation properties only cares about providing good customer service when they are forced to. 

  Business Response

  Date: 02/26/2024

  This is a response to the complaint submitted to your office by resident, ***********************, which is the subject of Better Business Bureau Complaint No. **201668.  We understand that ****************** disputes our assessment of his claim.  We would like to take this opportunity to respond and add some clarification concerning the property loss claim for storage unit #** at The Grove Apartments.
  
  We have been working with ****************** to reconcile the unintended property loss claim and proffered a reasonable offer.  Upon disputing the amount, ****************** was asked to provide any receipts/invoices for any items which were in excess of the offer for reconsideration.  We have not received any additional documentation.  We will continue to extend the offer and hope ****************** reconsiders.
  
  We anticipate that this adequately responds to the complaint.  If you should have any further questions or concerns, please let us know so we can respond accordingly. 
  
  Thank you for your courtesy and cooperation in this matter.
  *************************
  Regional Manager
  Ovation Property Management

  Customer Answer

  Date: 02/27/2024

   
  Complaint: 21201668
  
  I am rejecting this response because:
  It is unreasonable and unrealistic to ask for invoices/receipts for items kept in storage, and they know, just like a large majority of people that I cant possibly do that.  Im sure if any employee at ovation was asked for invoices/receipts for any items kept in their garages/storage units, that would be an impossible request for them as well. Making such a ridiculous request of me is just another example of them refusing to take responsibility for their actions! What about the act itself!! Just the act of them trespassing in my unit and stealing my items is worth a reasonable payout. Besides that, even if I could provide receipts/invoices for many of the items, my most valuable items that were stolen are my family memories/heirlooms and those NEVER had invoices/receipts! Ovation asking for these things is nothing more than a tactic theyre using to not compensate me for stealing my items. Even if I could provide said invoices/receipts, my opinion is that they would be rejected and/or they would make another unrealistic request in order to avoid responsibility such as serial numbers or exact dimensions of everything or maybe even the exact shade of color of all of my items. 
  Sincerely,
  
  ***********************

  Business Response

  Date: 03/01/2024

  This is a response to the complaint submitted to your office by resident, ***********************, which is the subject of Better Business Bureau Complaint No. **201668.  We understand that ****************** disputes our assessment of his claim.  We would like to take this opportunity to respond and add some clarification concerning the property loss claim for storage unit #** at The Grove Apartments.
  
  We have been working with ****************** to reconcile the unintended property loss claim and proffered a reasonable offer.  Upon disputing the amount, ****************** was asked to provide any receipts/invoices for any items which were in excess of the offer for reconsideration.  We have not received any additional documentation.  We will continue to extend the offer and hope ****************** reconsiders.
  
  We anticipate that this adequately responds to the complaint.  If you should have any further questions or concerns, please let us know so we can respond accordingly. 
  
  Thank you for your courtesy and cooperation in this matter.
  *************************
  Regional Manager
  Ovation Property Management

  Customer Answer

  Date: 03/01/2024

  Neither ************************* or anyone else from Ovation has continued to work with me as she stated it. As a matter of fact, I havent heard a word from them in quite a while. This matter will have to be handled in the courts because their so called fair compensation is anything but that. Moving forward, It is obvious that they are not taking this complaint or their act of gross negligence seriously as demonstrated by their last response. It was clearly just copy and pasted from their last one. If they even respond to this most recent statement, I will be surprised if it is anything different than just that. 

  Customer Answer

  Date: 03/01/2024

  Neither ************************* or anyone else from Ovation has continued to work with me as she stated it. As a matter of fact, I havent heard a word from them in quite a while. This matter will have to be handled in the courts because their so called fair compensation is anything but that. Moving forward, It is obvious that they are not taking this complaint or their act of gross negligence seriously as demonstrated by their last response. It was clearly just copy and pasted from their last one. If they even respond to this most recent statement, I will be surprised if it is anything different than just that. 

  Customer Answer

  Date: 03/05/2024

   
  Complaint: 21201668
  
  I am rejecting this response because:
  It is the same response from Ovation over and over again. There is no adequate response 
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/25/2023

  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.

  I recently moved out of my apartment complex (inspire) due to my lease ended 8/16/2023. Because my lease ended mid month my rent due was $839. I was charged a full months rent on my automatic payment ($1700). I asked for them to refund the amount that they over charged me and i was told I would have to wait til my deposit came back in a month because they have no way to cut a separate check. They owe me $861 and it has been 3 weeks with no repayment. I explained to them this was money I needed for a deposit on my new apartment and I was told there was nothing they could do about it

  Business Response

  Date: 08/25/2023

  Hello,

  Refund checks are cut within 30 days of the move-out date and sent to the forwarding address on file. Please let us know if the check is not received by September 16th, so we can look into it.

  Thank you,

• Initial Complaint

  Date:03/13/2023

  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.

  First I want to say I really love living here in the harmony *********************** I wanted to retired to a nice place. ******* fit the bill. The problem is not the place. it's the the people who live here. I complaint to the office and also wrote letters for them to look into the matter .I was told this is independence living and to call 911. I'm sure 911 want calls about apartment problems. I believe this is a problem for ******* apt to solve. This is suppose to be a drugs free place to live. Their are certain people that don't live by the rules. I recently leave that their are people mainly on the second floor building2 smoking marijuana and it's going through the vents. Also marijuana in the halls ways. There is a rule put in place that there should be no smoking in apt .that rules are being violated. There are a couple of door that ajar with rocks and these people are in and out all times of the night. They keep the rocks in the door I wonder why these door don't have a where you swipe with our fob. It's ******************** and being safe. I have seem someone walking the floor clearly was not here for any reason. My packages have been stolen from my door. I gave my concern to the office and I get no compassion to this matter. Their is another problem one person( *****) that was living in one apt now is now living in another female home. Not on the lease should not be here. He part of the problem of the drugs upstairs He also smoke in the whit truck Marijuana with the female he is now living with. I am not the only tenants that know this is going on. Some of the tenants are upset because of a lack of concern from the office. There are very nice people here. We are older and don't need the stress. It's only takes one person to spoil a whole bunch. Please look into this and keep this place true *******.

  Business Response

  Date: 03/20/2023

  We appreciate that residents love living at *******.  ******* is an independent living apartment community.  It is like any other apartment except for the resident has to be 55+ to be eligible to apply. We are housing providers.  As with any mid-rise apartment community with controlled access, you have issues.  ********** has sent property wide email blasts and/or flyers notifying residents and their guests to not prop the exterior doors open.  If someone specific is seen doing this, we ask they report this individual to the office.  Otherwise, they can move the rock out of the way if they physically are there.  As this most likely occurs after office hours, the office is relying on the current residents to report this either the next business day or there is an on-call courtesy patrol service number that is provided to the residents.  If criminal activity is being observed, we recommend they contact the local police department or 911.  If a complaint is made, the office makes every attempt to investigate with the information provided. The property is a non-smoking property except for the designated smoking area or offsite.  Residents sign the non-smoking addendum when they move in.  Unfortunately crime has no address.  As far as packages being delivered, there are alternatives - have them delivered to an outside locker, only have delivered when home; it is just impossible to ensure a package is not taken when left outside a front door.  Without being able to discuss specific residents, the person referenced here is an actual lease holder and lives at the property and is being addressed at the office.

  The property needs proof in order to be able to move anything through the legal system. - that is why itis recommended to call the after hour courtesy patrol and/or the police when issues arise.  It is important that people enjoy living in their home; we are just limited on what we can do as housing providers.

   

   

• Initial Complaint

  Date:02/14/2023

  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.

  greetings.My name is ******************* and I and my room mate have been residents of Ovation Properties for over 13 years until this past September ,2022.The property manager ************************* practices deviant and unethical ways of conducting business.1. We previously resided at ******* Apartments (Ovation property) for 8 years. At the end of the 8th year, they informed us that they were renovating and upgrading the unit (apt ****), and that we have to either transfer or move out. We decided to transfer and at the end of the lease, I spoke to ************************* and she assured me that doing the walk out tour was unnecessary since they are doing "total renovation. Eight weeks later, she placed a $2,500 in damages. Since I did not have a walk out document to prove there were no damages, I ended up paying that amount just so we can get out of that entrapment and move to another property.2. As luck would have it 1 year, after transferring to MADERA APARTMENTS from ******* apartments, This unscrupulous property manager, transferred to Madera apartments. It felt like she was following us just to make our lives a living h*** Sure enough, during THE LOCK-DOWN, she falsified documents by lying to the justice court, that she never received the - " *** DECLARATION FORM" and managed to get a ruling in their favor. With the help of *******************, I paid the fees and appealed to the higher court Municipal court,by providing all documents and email communications, proving that we did submit all documents timely and in proper fashion.Thankfully, we won. Shortly after as the state agreed we got funded the $13,700 in rental assistance.( mind you, *************************- the property manager would have cost us and ovation property $13,700 in funding and this person still works for the company . speaks volumes about the company itself.Moreover, Shortly after receiving the funds from the state, ****** tried to collect a $67 attorney fees (should have never filed to begin with and have the email communication to prove it), claiming that it was a late fee the state never covered. I confronted and disputed it and won because it was false once again.3. To add insult to injury, When we moved out on September 3rd, 2022, I made sure the apartment was in pristine condition and performed the "walk out tour" with the assistant manager ******* and a leasing agent ********. Both of whom were gracious and fair. I had the paperwork signed and verified by *******. Took 14 extensive photos and completed our transactions. Additionally, I had the apartment insured with liberty mutual,just in case. Sure enough she sends another $1,900 in damages. Sent her all the documents disputing it and she ignored it all. I called liberty mutual and filed a claim. They paid them $500 for carpet stains and minor adjustments.( the damages she claims is smoke damages by the way. Which makes no sense because there is no smoke damage. No one smokes and there is no fire. The insurance company rejected that claim because she could not prove it and it is contrary to the walk out document that was verified by her staff.4. Finally , she has now reported to NATIONAL CREDIT SYSTEMS, claiming these false charges. I have submitted all documents to them disputing the charges with proper documentations. I paid $38 in color photos and tracked mailing.I have all of the above mentioned documentations and I am uploading them all. Not a single word I have stated is exaggerated and it is all 100% TRUE.I have never encountered something this disturbing ever. My room mate *************************, who is a girl, still experiences panic attacks due to these disturbing experiences. ENOUGH IS ENOUGH for the love of goodness.Thank you for listening.Best regards,******************* ************

  Business Response

  Date: 03/28/2023

  The smoke damage incurred at Madera is the same smoke damage we had when they moved out of *******. They were charged for damages incurred by them at both properties.   I am attached the Third-Party vendor bill we received when prepping the unit for the next resident.  If there is smoke damage it needs to be treated and it is a costly service.   I have responded to several inquiries from this resident through many different avenues.  The charges that this resident incurred are legit and accurate.  The reason that the insurance company would not approve these charges, to my knowledge was that this was a non-smoking community as stated in their lease.   

  These charges are accurate and stand as submitted.  

  Business Response

  Date: 04/27/2023

  The smoke damage incurred at Madera is the same smoke damage we had when they moved out of *******. They were charged for damages incurred by them at both properties.  I am attached the Third-Party vendor bill we received when prepping the unit for the next resident.  If there is smoke damage it needs to be treated and it is a costly service.   I have responded to several inquiries from this resident through many different avenues.  The charges that this resident incurred are legit and accurate.  The reason that the insurance company would not approve these charges, to my knowledge was that this was a non-smoking community as stated in their lease.   
  

  These charges are accurate and stand as submitted.  

  Customer Answer

  Date: 04/27/2023

   
  Complaint: 19399922
  
  I am rejecting this response because, they keep repeating the same statements. Just because you charged us a false charge twice, does not make it valid.

  1.BBB has clear photos of the apartment which shows no damages.  2. I have attached the investigation from liberty mutual that shows your claim was rejected due to the fact that you did not provide enough evidence to show damages. as stated.  3. we have the "walk out tour" document , signed by the assistant manager (*******), who by the way is not the issue but rather ******************* (property manager), who as stated before, is habitually deviant, and have the paperwork to prove it. I have said it before and I will say it again. The" walk out tour document" is contractually binding.Liberty mutual executives are also investigating you and your claim . as we speak.And now that you have been sued, we shall see how convincing you will be to the court. What a ridiculous experience to have.

  My question to BBB is , are we just going to do this back and forth forever. I have provided the proof in photos and documents. While on the other hand Ovation is telling you some ridiculous consistent story that is simply a lie  The burden of proof does not lie on me but rather on them.
  
  Sincerely,
  
  *******************