ComplaintsforGoldOller Real Estate Investments, LLC

• 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. 

• Initial Complaint

  11/29/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I looked at the apartment October 28, 2023. I applied October 31, 2023. I was approved November 2 with a move in date of November 14th. I provided all documents and paid for security deposit through a secondary company they recommended. After that ****** ***** Apartment staff stopped responding. Ignored Emails. Spoke With staff and they said they would Call me back and never: This company ran my credit, charged an application fee and it look like they never intended on going through with the move in.

  Business response

  12/22/2022

  The applicant did not income qualify and we have lost communication from December 2nd onward. She toured 4 units, and once she incomes qualify for the home she wants, we are more than happy to move her in. However to keep a unit from being held, we have waitlisted her in the mean time. Any application fees she accumulated during the application(s) process will be credited to her move in. 

• Initial Complaint

  11/21/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I moved out from Apt. **** of **** at *********** in August, because I graduated from the University. However, I didn’t receive my deposit refund (about $2600) until now. I contacted with the office of Aqua many times, but they didn’t help me at all. So I contacted with the regional manager, he helped me with the problem, and I received the revised final statement last month. However, it’s already 40 days after I received the final statement, I still didn’t receive my deposit refund. I have no idea why I can’t get my money after 3 months since checking out.

  Business response

  12/27/2022

  We believe this complaint has been resolved. This resident has been refunded their deposit and has already cashed the check. 

• Initial Complaint

  11/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was advised I’d receive a deposit refund on September 16, 2022. I emailed ************************* and she advised it would take 30 to 45 business days to receive it by mail. On the 38th business day, I emailed ****** to get an update on my deposit refund check and received no response. So instead of getting ugly or upset with her, I emailed the Regional manager. She has been the most responsive advising on November 11, 2022 that the check was mailed from  Philadelphia. It has been way past 45 business days and I still haven’t received the check in the mail, a week and a day after I was told it was mailed. This is ridiculous because if it was me late paying the deposit or rent, then I would be kicked out or not eligible to move in not to mention I gave them 2 years of on time payments and a referral. I really need my money ach’d today! I was expecting to have it before Thanksgiving

  Business response

  11/30/2022

  We apologize for any delay that the past resident had with receiving their deposit. We have done everything on our end correctly. Please see screen shots of the deposit date that it was issued and the payment leaving the bank. The deposit was sent to the addressor file. 

• Initial Complaint

  11/15/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was approved for funding by ******* ***** *** to help assist with the rent for September 2022. The leasing office for Gold Oller Bridgewater Apartments has yet to submit my information to receive the funds. I am still getting billed late fees when Ive been ready to pay.

  Business response

  12/13/2022

  Unfortunately, we (management) have no control over public assistance funding, nor the agencies funding availability.  
  
  During our brief conversation, the resident informed me that she was working with a counselor and allegedly they (************) approved her financial request for Septembers rent.  Usually, when receiving public assistance, the agency will provide an award letter and or an email with a breakdown of their intention.  I explained that management had not received an award letter nor proof that the resident was working with any agency to secure funding. We allow each resident ample time to produce any documentation or information of public assistance request.   I reminded the resident she was still responsible for her account status, and lastly that the award letter and or anticipation of funding will not stop the legal process until funds are in hand because public funding is not guaranteed. 
  
  However, going the extra mile, we did have a team member reach out to ******* ***** to see if he could locate the intake counselor.  Once he located the intake counselor, he provided them with an updated ledger and her current lease agreement.

• Initial Complaint

  10/13/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am owed my security deposit and overpayment of utilities from *************************- A Gold Oller Community. I moved out 8/5/2022. My forwarding address is now different, and I haven't received this in the mail. I have called numerous times daily for weeks and been unable to reach anyone. I have left voicemails that have been ignored. I called and finally got to a young lady named ******* but she was quite rude and unwilling to help me. No explanation has been given.

  Business response

  10/17/2022

  We apologize for any delay in a refund. To ensure the resident have their deposits on time, we have an automatic process that will send any refund due to the respected households to the forwarding address given to us at the time of the 60-day notice. If for any reason the forwarding address changes, then that will delay the refund, especially when given to us after move out. We must cancel the check, reopen the account, issue a new statement and new check. This will unfortently cause a delay. We have spoken with the resident and relayed the information. We apologize for any further delay and miscommunication. 

• Initial Complaint

  09/23/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In 2021 I moved into ******************** with a roommate. April of 2021, I became extremely ill with a large cyst on my brain leaving me unable to work and needing to move back to my family home in Florida for treatment. I notified ************ of ******** office that I was moving but my roommate would be staying. The office worker emailed me a form I had to sign have notarized and sent back to the office to remove my name from the lease. I did so mail it to them and thought everything was done and taken care of. I later found out they did not call me email or even mail me letting me know that everything was complete. I called the office back 2 months later since I never heard from them to find out they did not remove my name off the lease. I informed them again of my situation that my roommate would not move out but had moved someone in so just switch my name for theirs. The office manager informed me there was nothing they could do and all they could say was that the man who moved in needed to fill out an application. When he failed to fill it out but still lived there, I asked if I could pay a fee to break my part of the lease. I was told no I couldnt because my roommate was still living in the apartment. Goldollers property villages of wild wood turned over their unpaid rent to collections of almost $6,000 unpaid balance. I have all the email correspondence showing that I was actively trying to get out of the lease 9months prior to this being sent to collections. I am being contacted by ***************************** for the unpaid balance as well as I have been trying to reach Goldoller. I want to have the collections removed off my credit report and the ***************************** stop contacting me.

  Business response

  10/05/2022

  Unfortunately situations like these happen quite often in the multifamily industry. We have no notice on file, and even if she filled out her section of the notice-to-vacate, she openly admits her roommate did not in the complaint. For a notice to be accepted both current lease holders must sign it, and if one lease holder is staying, then they must qualify to live on their own or have a new roommate apply to take their spot. This did not happen, and ***** is legally obligated to pay the rent owed. Please reach out to the collection agency or the leasing office for further assistance in paying off the balance. 

• Initial Complaint

  09/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, I’ve been living in **** ***** at ******* for a little over 8 months now. Since month 2, I’ve seen just about every bug you can imagine, my AC has gone out 4 times (one time for two weeks straights in the middle of this scorching summer) and mold has started to grow. Both my kitchen sink and freezer go in and out of operation, there’s a leak coming from my bedroom ceiling and I’m not sure if they’ve fixed it but there’s definitely still a smell. I’ve contacted maintenance multiple times about each other these issues but it always takes at least two online requests and several phone calls to get anything done. During the time my AC was broken for two weeks, I actually had to go up to the office because they were not answering the phones. I spoke to a maintenance worker and he said they were so severely understaffed that they had about 100 emergency requests they’ve yet to get around too. This is alarming. They sent pest control a few times but they haven’t succeeded in controlling a single pest. Hundreds of spiders, roaches, ants, centipedes and even FLEAS have slipped through. I DON’T EVEN HAVE A PET, where are these fleas coming from?!! My mother believes when I requested a carpet cleaning, they used dirty supplies and are spreading that way. I’ve even taken it upon myself to bomb my apartment several times to no avail. It’s become unbearable to keep living here. And between the mold and flees, it’s a heath hazard. I’ve requested an inspection for the mold but all they’ve done is mark my request as complete. I don’t know what to do at this point. I thought maybe I could make it through till winter but I don’t think I can. The bugs might be coming from the three broken windows I have that they REFUSE to fix. One of my windows doesn’t even have a screen anymore bc they broke it to install the temporary AC until end never replaced. I’m tired. And itchy. And too embarrassed to have company. I want to move but can’t afford to break my lease. Please help.

  Business response

  09/19/2022

  We have scheduled a moisture treatment for this resident last week. We had pest had pest control visit her home on for Friday, September 16th. The AC was fixed in August, and we had provided the resident with a $500 concession at that time. There were two work orders placed for her windows in June. We will send someone back over to look at these and ensure they these are closing properly. 

• Initial Complaint

  08/11/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  There is a rent charge which came out to exactly $99.99 on my account. I had lived in Aqua at *********** for 2 years prior and moved out mid/early-June to another state. I have been trying to finalize my account payment, but I cannot get a hold of anyone in the office. I have only been able to reach one individual today (8/11/22) who hung up on me without asking for a call back number. They said a manager would be in contact on (8/16/22), but I am hesitant of this as I've been told this multiple times. I have paid my rent for June in full as well as all of my utilities, which is why I'm not understanding where this charge is coming from. I am not disputing any maintenance charges as it is understandable to have some damage after living in a place for two years. It was stated that I had not provided a two months notice but sent an email with no response stating that I would be renting up until the end of June. Attached is the rental charge and the lease extension email. I received no reply back to the lease extension so had to assume that the ok was provided.

  Business response

  08/19/2022

  Hello, this resident's ledger has been updated to show the correct move out date. There is a small water and utilities balance but the prorate of rent and renters insurance have been corrected.

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