ComplaintsforThe Olivian

• Initial Complaint

  01/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I lived at the Olivian from 2/28/2023 - 1/20/2024, though I moved out on 1/12/2024 due to timing of a vacation. When moving out, the loading dock elevator was broken, unable to go to the 19th floor without being called - the concierge and staff had to spend time every time the movers were going up and down to go up to 19 in a different elevator, freeze the other elevators, and call the loading dock elevator up to 19. They did not allow us to use the other elevators, so this was the only option presented. The first time we needed to do this, it took 15 minutes for the elevator to arrive at floor 19. The moving team I hired cost $329/hour, thereby incurring my ~$85 in cost to do absolutely nothing just that once. The entire move took roughly 3 hours at The Olivian, and my estimate is that ***** minutes of that was just dealing with the elevators, for a cost of ~$300.I explained my frustration to the management, and asked if they could waive the cleaning fee of $300 to make up for this, but they refused. This was already after we ran in to a plethora of issues at the Olivian - the apartments flooded, we had crews in our apartment tearing out wall, dehumidifiers blowing loudly for 2 straight weeks, and obstructed walkways in our apartment during that time. We also did not have a working dishwasher for an entire month when we first moved in. The online resident portal also pulled $4,700 out of my account instead of my balance of $35, and the property told me there was nothing they could do about it, and it would need to sit on my account as a credit until the next month's rent came due. In total, I paid almost $9,000 to the Olivian in one month - something that could have, but fortunately did not, caused me to be unable to pay my other bills during that time.The Olivian has been seeming to handle all of these situations in bad faith, and it culminated with the forced elevator use which incurred me additional costs, and I believe the behavior needs to be addressed.

  Business response

  01/25/2024

  The loading dock elevator is offered as a courtesy, and we have no contractual obligation to provide this service/amenity. We did take a concierge team member of their normal duties as a good faith effort to assist the resident while this amenity was unavailable.
  
  Residents who have broken appliances are able to use vacant unit appliances until the one in their home is repaired or replaced.
  
  The flood affected several units and the management team at that time did the best they could to accommodate residents who were impacted to included working with renters insurance and providing transfers to other units to residents who requested them.
  
  All online payments are authorized by the resident on a third-party rental payment platform. Management has no access to pull outfunds from a residents account without it being authorized by the tenant.

  Customer response

  01/25/2024

   
  Complaint: 21195816
  
  I am rejecting this response because while the loading dock/elevator is "provided as a convenience", I was forced to use a broken elevator when there were two perfectly functional elevators that could have also been used for this move. While we were in the Olivian as tenants, we saw multiple move-ins and move-outs using elevators other than the loading dock elevator. ******************** made the choice to force me to use a broken elevator, which then caused me to incur additional costs because of the delays. Had I been able to use one of the other functional elevators as other tenants were, even if it meant going through the lobby to the moving truck instead of the loading dock, I would have been incurring the costs for my moving team to actually be doing something. I should not be penalized for a personal choice of the management. 
  
  *******************************************************

• Initial Complaint

  01/16/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Apartment did not maintain plumbing. A flood occurred in the apartment. The company attempted to illegally shift the costs to me, the tenant. Then I disputed the invoice, they added the total to my recurring rent and utilities payment. This added $3,987.67 on top of my monthly rent.Now the owners appear to be ghosting me.

  Business response

  01/22/2024

  On 9/15/23 the toilet in ******************************** overflowed causing water damage to his and a neighboring unit. Resident states that he flushed his toilet and returned to find it overflowed after about 20 minutes later. Residents have a duty to report non-functioning items in their leased unit to our on-site maintenance team, but no such report was ever submitted by ******************** prior to the toilet overflowing. Resident requested that we not submit a claim through his renter's insurance to cover the damages as is customary in instances like this, and was informed that the damages charges would then be added to his account ledger for reimbursement. 

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