ComplaintsforGoldOller Real Estate Investments, LLC

• Initial Complaint

  06/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I submitted a complaint on 6/5/23, and was not assisted until I called the office on 6/22/23. There has been a buildup of water in the walls and floors of the entire back side of the apartment. This water overflow has caused my household property loss and has also forced us to live in unhealthy conditions, according to the restoration services that were sent to the apartment on 6/22/23. The professional mentioned that if we had turned our air off for one day, black mold would have been in our place. We were close to a percentage of 65% humidity in our apartment. They brought in 5 loud dehumidifiers that I was instructed to keep on until Mon, 6/26/23, which will cause the electric bill to soar with no financial reprieve being offered not even for the rent. It is simply unacceptable and unfeasible to live in these conditions at this price range. I have been living in an unhealthy apartment with a 2-year-old son, which has been extremely frustrating. We have been breathing poor-quality air. On June 23, 2023, I called the office at the complex, and the office manager, *****, laughed and did not state that she would have me on speaker phone when I was discussing the email I sent her and sharing my frustrations. I have been constantly requesting a work order, in which she mentioned that I will have to extend "them" grace, but the maintenance manager said that he will do the same. He did not. I have requested that the office manager send us information regarding the insurance company they are insured through, but she has yet to do that. She may have misunderstood. We still have not gotten any documentation stating where the leak is coming from. While they are bringing in dehumidifiers, water is still leaking. I have had to wait 18 days for someone to come investigate my "urgent" situation. This has been a dreadful nightmare, especially how we are being treated. I do have videos but unfortunately cannot not upload.

  Business response

  07/11/2023

  On June 21st, 2023, there was a water heater that burst in the unit above *****************************. At this time, the water heater was replaced but the access water leaked into the below unit which belonged to ************. ************ Restoration was called to remediate the water damage, install dehumidifiers, which will prevent any mold growth in her home. 
  
  On June 23rd, 2023, ********* Restorations  returned to check the progress to ensure that the issue wasn't worsening. Unfortunately, the dehumidifiers needed to remain in the unit as every area wasn't completely dry. The office team stayed in contact with ************ to advise her of the next steps. Additionally, all the work, including drywall, was completed by June 27th, 2023. As a courtesy for the inconvenience, compensation of $250 has been rendered and accepted by the resident and at this time all work has been completed.
  

• Initial Complaint

  06/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 5/26/2023, we received an itemized list of deductions that were being held from my security deposit. Included on the list was a $140 deduction for carpet cleaning and repairs. Our lease with the previous owner of the property, which was purchased by GoldOllar, stated that the property was to be returned in the same condition, excepting ordinary wear and tear. After repeated attempts of contacting the property management team, and providing evidence that the property was indeed returned in the same condition, we were told there was no way to remove the charge and that if unpaid it will be sent to collections. Attached are photos of the carpet, provided by the landlord at the end of the lease date. In addition, is our final account statement detailing the charge. Under Maryland law, tenants cannot be charged carpet cleaning on moveout if the property is indeed returned with normal wear and tear. Speaking to ******** *****, the Assistant Community Manger, she informed us that our carpets were in great condition and didn't need to be replaced and that was why they were only charging us for cleaning. This is deceptive and fraudulent business practices and I demand the return of the portion of my security deposit withheld.

  Business response

  06/27/2023

  There was an inspection conducted on May 23, 2023, at unit **** #** after *** *** ****** vacated the apartment home. It was noted that there were several stains located on the living room carpet at move out which was beyond normal wear and tear. After the carpet was scheduled for cleaning and *** ****** was assessed the cleaning charges, only. It was identified to be pet urine from a (dog). At this time, the carpet needed to be replaced versus cleaning. Although *** ****** was originally charged a cleaning fee, the additional cost for replacement wasn’t assessed to the previous resident as that was an oversight on the property’s behalf. Therefore, we will not be returning the $140 that was charged to the resident for damages. Please see a copy of the invoice attached showing that the carpet needed replacement. 

  Customer response

  07/06/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  There was no carpet damage that was caused by the residents during the stay. The carpet conveyed to the tenants was damaged and stained before moving in, which was communicated to the management team during the tenant's move in. The photos provided by the property staff, on move out, show no damage that falls outside the normal wear and tear clause and no damage that was caused by the tenants.
  Given the state of the carpets when the tenants started their lease, it is understandable that the carpets needed to be replaced after move out. However, carpet replacement and cleaning are not the tenant’s responsibility given the carpets were in the same condition disregarding normal wear and tear when returned.

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

• Initial Complaint

  06/06/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I live in a gold oller community, thr ******************** in Columbus, OH. In my lease it says they need 60 days notice to move out or it will auto renew. There are 2 conflicting sections. One section WRITTEN IN BOLD says the auto renew is month to month. A smaller section at the end of the document says the auto renew is a 6 month period. I went into contract on a condo and provided notice to move out before EOB on may 8th. My lease ends July 6th. That is EXACTLY 60 days. They originally accepted my move out notice, said they would cancel the auto renew, we agreed upon a move out date, they provided us with a move out packet, and said we were good to go. My roommate went to pay the prorated rent for July but it was listed at the full amount. We contacted them about changing the amount and they said they dont have a move out notice on file for us. We talked to them today 6/6 and they said the auto renewal is in effect bc we only gave them 58 days notice (wrong) and that we would have to pay a lease break fee of 2 months rent at the new higher price and forfeit our deposits. My complaint is that they are dealing in bad faith and are going against a verbal contract. They initially accepted our move out notice, looked at the calendar and said we were in the 60 day window, said they canceled the auto renew, and we agreed on a move out date. However, they never told us until we questioned the amount owed that the property manager rejected the notice and that our auto renewal was still in effect. Because they originally accepted the notice I made financial decisions regarding the mortgage for my condo purchase that I wouldnt have had I known I was going to have to pay another $3k in lease breaking fees. All I want is the original outcome that they claimed was in effect. I want them to cancel the auto renewed lease as they originally claimed to have done and I do not want to pay any fees or cancellation penalties etc.

  Business response

  06/23/2023

  After reviewing this households statement and discussing with the site team, GoldOller has acknowledged and corrected the billing statement per the households request. We apologize for the issues this caused and its from our understanding the site team has reached out already and communicated this correction. If there is anything else please let us know. 

• Initial Complaint

  04/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We have spent $28 per month on valet trash. We did not receive a valet trash can until a month ago. They will not refund us for charging us valet trash while we took our trash to the compactor since weve moved here. Since weve moved in, our range hood sat on the floor for 6 months after constantly asking. It has been 7 months since weve been here and we still havent received our dishwasher. They tell different stories every single time and its quite unfortunate. The roaches are insane no matter how tidy and clean we have the place. We still have a cracked window from when we moved in. No matter the work orders you put in, no matter how many recorded calls or conversations you have with them, they do not care about the residents. As a disabled person, some things are an accommodation such as a dishwasher and Ive repeated this multiple times. Ive been too the office multiple times. I have photos with its origin date as well to prove these things as well.

  Business response

  04/25/2023

  The site team has been in contact with the resident regarding these issues. The only outstanding issue remaining is the glass replacement which we are awaiting shipment. We also gave the resident $150 concession in regards to her valet trash issue. We lastly want to apologize for the issues that took place, and if they need anything else, please do not hesitate to reach out. 

• Initial Complaint

  04/05/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I lived at **** ******* **** ***! I was suppose to be in my lease until September of 2023! A man moved in to the apartment next to me and another one above me. Both of them are smokers! I told the apartment complex that I am a chronic asthmatic! It is against our lease for people to smoke here! The man next to me was smoking at night when all the people in the front would Leave! The apartment complex stated that because they could not prove he was smoking there was nothing they could do! Every night the man was smoking A lot! Because they had to give 24 hour notice before entering his apartment he would use vinegar to clean up all traces of smoke! Due to my health they let me out of my lease! I had to move asap due to my asthma! The fastest I could do was move to another apartment in the complex! I got one and was told I could move in on 3/24/23. I had already paid all of March rent 1125.00 plus now had to pay on 3/24/23 473.00 partial month rent plus 500.00 deposit and 1265.00 April rent for the new place **** ****** **** *****! Plus I had to pay 470.00 for movers to move me. Now I’m being told I have to pay the remainder of the **** ******* **** ***, 510.00 because I told them I could be out by the 4/15. That was before they allowed me to stay and move to a different apartment! They now want me to pay that amount because I did not stay in the smoke filled apartment until 4/15/23! None of this would of happened to me if they had sound a way to stop the neighbor from smoking. Due to all I had to pay I want that 510.00 waved! IT IS IN OUR LEASE NO SMOKING and that man did nothing but smoke from the time he moved in until the day I moved out.

  Business response

  04/17/2023

  With having followed up with the complex regarding the issues you have been facing, we understand that the management team did everything in their power to help you when the smoking complaints were made. Between several building/unit inspections of your neighbors, having staff come out to your apartment immediately when you communicated that smoking was happening in real time (both during the work day & offered to you after-hours), then allowing you out of your lease with no penalty; we are lost at what more they could have offered you. The complex allowed you to set the move-out date for yourself and in addition, waived all early termination fees. You did chose to rent an apartment still within the community which had overlapping move-in/move-out dates; meaning that you are still responsible for all rent due for your previous apartment. We understand that you made several calls into the office about this at the beginning of the month, where those details were also shared with you at that time.
  
  Please understand that the complex offered several solutions, knowing that you had health concerns and the options of moving out the complex for the betterment of your health and well-being was offered immediately. We understand that moving is difficult, but we had exhausted our efforts on our end to help resolve the concerns. The decision was made to move to a different apartment here in the community, and your responsibility to financially seeing out the previous apartments move-out date is also expected.

  Customer response

  04/28/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  I sent an email to ***** stating 15th would not work because where I wanted to move did not come through. 
  

  I had to move sooner because of the smoking. I still insist at the time enough was not being done to stop them from smoking.  If it is in the lease then it should be followed.  Due to others not following the lease my health was being put at risk and It was move or die in my sleep.   I don’t feel that I should of had to pay 510.00 more of my money due to the date 15th.  I would not of even had to give a date if you as a complex YOU would have done more to see that your tenants were following the lease.  It had been prob and you all know it was a prob.  You want me to be responsible for a apartment that I have vacated due to my health.  You were doing nothing to help me in the aspect of those people over there smoking.  No fines were GIVEN no fees nothing.  I moved to save my own life because you as a company were not keeping up with your end of the lease!  If you cannot make your tenets comply with your no smoking then why even have it in the lease!   You make them follow no grills…paying on time and pet policy’s but not smoking!  I had to move or possibly lose my life!  You charge me all the MONEY AND FEES OVER DAYS OF A LEASE BUT YOU CHARGED THE SMOKERS NOTHING ABSOLUTELY NOTHING AND THEY WERE AND STILL BREAKING YOUR LEASE.  I will NEVER AGREE TO IT BEING RIGHT THAT YOU CHARGE ME FOR **** ******* **** *** UP TILL THE 15 because I did not live there up till the 15th!  Its due to you not being able to stop YOUR TENANTS  FROM BREAKING THEIR  LEASE( a legal binding contract) That forced ME to move in a hurry like I did!  I will NEVER AGREE TO YOU BEING RIGHT IN THIS MATTER! NEVER! YOU DID NOT DO WHAT WAS RIGHT!  YOU JUST LET THEM SMOKE AND SMOKE WITH NO CONSEQUENCES! YOU CHARGE ME ALL THE FEES AND LET THEM GO SCOTT FREE! YOU CHARGE ME BECAUSE OF A DATE BUT DONT CHARGE THEM A SINGLE DIME YOU PICK ON ME AND MY HANDICAP(asthma)  BUT FOR THEM  YOU DO NOTHING!  
  Regards,
  
  ************************

• Initial Complaint

  03/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I rented an apartment from GoldOller located in Columbus, OH. The Apartment community is called ******** ***** Apartments. I had a 13mo lease, and during this period had so many issues with the apartment, such as people from the company going inside my apartment without previous notice, broken windows, broken blinds, leaking faucets, and malfunction of air conditioning and heating system. Some of them were fixed during my lease, some not (such as broken windows). I requested to paint the living room with a different color during my stay in the apartment (located at **** ******** ****, *, Columbus, OH, *****). The change of colors was authorized by the administration office, and I was told that the only thing I should do was to cover it with a prime before moving out, which I did few weeks before handing the key to the administration office. Instead of the regular security deposit, they recommended ***** insurance, and I paid for it as requested on my lease agreement. They are charging an intense amount of money due to excessive wear and tear of the apartment because of the different color (which was previously authorized) on the living room wall. The apartment was in perfect condition, clean, and organized. I requested a complete itemized report with photos of the inspection, but I was ignored. I know that they are changing some appliances and carpets from all apartments, but I believe I should not pay for that. The apartment was returned in a better condition than we received, since we have made some adjustments to have a better life in the apartment. Also, I never made any formal complaints about the issues that happened during our stay, such as people going inside the apartment without notice (it happened more than once and could generate lease termination due to its illegal procedures). I hope BBB can help me with this issue with the overcharging fees.

  Business response

  03/24/2023

  Hello, the previous resident was charged the given amounts because they painted their apartment, and unlike their statement, they did not prime it before moving out. Please refer to our documentation of the space after their move out. It took us 4 different coats to get it back to the original state, and we only charged them for three.

• Initial Complaint

  02/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  *********** has refused to provide new keys for our mailboxes for months and has no interest in ensuring that residents have continued access to their mail. We have been provided updates from the post office that management has been made aware on multiple occasions about this matter but nothing has been done. We all will have to get law enforcement involved. No part of management does one thing right, there is no follow up at all. I have experienced new charges from the community added on to my monthly rent. This is the worst experience I have ever been involved in.

  Business response

  02/14/2023

  The resident admitted he didnt check his mail for a few weeks. As a result, the mailbox became jammed. The mail carrier returned all previous mail to his local post office before a recent delivery. We had his locks changed. Please see attached photos of his new mailbox lock and keys. The new lock and keys work he should have no further problems unless he chooses not to check his mail again.

• Initial Complaint

  01/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12-17-2022 I submitted a request to have my heat fixed and it has yet to be fixed. I have all of documents stating when I submitted a request and it’s yet to be fixed. I have a ring camera on my door and your management emailed me back stating they fixed the issue and which I can clearly look at my footage and see it never happened! I’ve also emailed the assistant property manager and various management on site still no resolution. I’ve basically been in an apartment without heat in going on a month and I’ve been offered no solution and no pro rated rent. How should I have to pay Rent for a home that if the temperature drops anymore I would literally freeze to death in. I will gladly send over all the emails and videos of the incident. I have other issues with my apartment but this is my important concern

  Business response

  02/03/2023

  We have replaced the HVAC system for this resident, and we provided a one-time concession for the inconvenience of having to wait for supplies. We replaced this system fully on 1.17.23.

  Customer response

  02/14/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: My HVAC was never fully repaired, basically I was told to close the vents in my living room and that would help heat go to my bedroom which it doesn’t. I had to go buy a heater to put in my bedroom becuase the heat isn’t going to get back there and I was given a $300 discount on my January rent even though my heat hadn’t worked in over a month. $300 discount to have not have properly working hvac during the winter for well over a month isn’t a discount when it still doesn’t work and I had to go buy a heater 
  
  Regards,
  
  ****** **********
  

• Initial Complaint

  12/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I moved into the ************* Apartments April 2022. I have had non stop issues and unresolved maintenance concerns. The most severe was water damage in my sons closet. My children are away for the summer and upon their return my son ends up in the hospital with respiratory issues in which they said it was an asthma attack. My son slept in his room one night after returning from summer break, next morning is having health issues. Not relating the two issues together , I put in a work order for water damage in his closet because of the horrific smell of mildew and moisture in the air in his room. This work order was never completed, never fixed and his breathing continued to have be complicated because of this. We all faced headaches and on set sneezing and watery eyes. I walked into the front office after my son became extremely ill in November 2022 and demanded the wall be cut out in his room. This same day the property manager called and offered to let me out of my lease because I let it be known that this was indeed a breach in their lease agreement with their tenants. I offered to stay on property and transfer units if I can be downsized to a two bedroom as I have only been able to occupy the two bedrooms in the past 7 months I have been here. They declined, for this reason I opted to move from the property. I moved and turned in keys 11/30/2022. It is now 12/8 , they still have me active in their system which is now reflecting a past due balance. Also, none of my security deposit has been returned or move out information pertaining to the charges they may possibly be charging against the 1600 security deposit , this has not been advised either. I have called corporate with all of these issues and never received a call back. So much so, I have now sought legal assistance.

  Business response

  12/27/2022

  We apologize for any confusion or issues that the past resident has had.The only charges the resident has incurred with us is cleaning charges. Please see attached statement. 

• Initial Complaint

  12/06/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I was told i was up for eviction i went inside the office and asked about my eviction upon being asking the property manager and collection agent on site about my issue the recent property manger signed my lease for me without my consent they wouldnt let me renew my lease because the company put a “dont not renew lease” under my name 

  Business response

  12/27/2022

  ********************* is on a 'do not renew' status for owing over 10,000 dollars in unpaid rent. She, herself put in a NTV, from the email address she provided. Her allegations of us signing a lease is simply untrue. Each lease is sent to the resident digitally to the email address provided to us and recorded for our both us and the lease holders records. 

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