Complaints

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:16/04/2025

  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 April 1, 2025, I sent an email to the President of Apollo Property Management, Mr. *** *********** asking for immediate refund of my equity ($2671.42) in the rental pool. The facts of the case is that I had an agreement to participate in the Apollo rental pool over 10 years. On July 30, 2024, my agreement with Apollo terminated because I was selling my condo, unit 903 at **********, ******, *******. According to my rental agreement with Apollo, Clause 11 (a)(i), " Upon termination, Apollo shall as soon as possible thereafter render a final accounting to the Rental Owner and pay over any balance in the rental trust account remaining at the credit of the Rental Owner less any amounts necessary to satisfy commitments made by Apollo to others prior to the date of termination" (ref at Doc 3(1)). After 8 months of delay and a number of reconciliations, on March 30, 2025, ***** ****** sent me via email ( at Doc 1 (3) ) the final 2024 Income Statement of the Pool ( at Doc 2). On March 31, 2025, (ref. at Doc 1 (2)), ***** ****** corrected the error of the closing equity amount, as of December 31, 2023, from $2490.72 to $2445.05, a difference of $45.67, resulting the Net Equity Position Year-to-Date equals to $2671.42 ( $ ******* + $45.67) and she said "Accounting is finalizing year-end amounts and distribution changes for the remainder of pool and should be reaching out shortly with an updated timeline for you." Since I left the pool 8 months ago, and my accounts had been adjusted numerous time, as well, the Income Statement of the Pool ending Dec 31, 2024 is released, I cannot understand what the "updated timeline is about". Whatever accounting problem Apollo has with the remainder of the pool in not relevant to me. I believe it is another tactic Apollo used to delay refunding me my equity in the trust **********. Pat *********** never replied to my email dated April 1. 2025 ( at Doc 1 (1)).

  Business Response

  Date: 24/04/2025

  Thank you for the opportunity to respond to the complaint filed by Ms. ** regarding the refund of equity from Apollo Property Managements rental pool.
  
  We acknowledge that Ms. ** participated in the rental pool program for several years and that the agreement was terminated on July 30, 2024, due to the sale of their condo unit. Clause 11(a)(i) of the rental pool agreement outlines our obligation to provide a final accounting and to pay over any balance remaining in the rental trust account, less any applicable deductions, upon termination.
  
  Since the termination of the agreement, our accounting department has been working diligently to reconcile Ms. **'s account along with the broader year-end financials of the rental pool. As Ms. ** noted, on March 30, 2025, we provided the 2024 Income Statement for the rental pool. On March 31, 2025, we issued a correction to the closing equity position, confirming the amount of $2,671.42 as their final balance.
  
  We understand and regret the delay in finalizing the distribution of funds. It is never our intention to cause frustration or to withhold funds owed. However, as with any pooled investment structure, the final disbursement of individual equity positions must align with the reconciliation of the entire pool to ensure accurate and fair distribution to all participants. This final stage was still in progress at the time of the last communication, as our team was awaiting confirmation of final year-end adjustments affecting the full participant group.
  
  That said, we do acknowledge that Ms. **s account has been fully reconciled, and they are no longer active in the pool. As such, we will prioritize the issuance of their equity refund within 5 business days from the date of this response.

  Customer Answer

  Date: 24/04/2025

   
  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.
  

  However, experience tells me that Apollo seldom kept their promise. Therefore I would like the file be kept open until I received the settlement.

  Sincerely,
  
  ******* **

• Initial Complaint

  Date:09/03/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Hello, I am the executor of an estate, and Apollo was the property manager for a condo in ****** that was sold in June 2024. Apollo has not provided a statement of accounts or confirmed it has completed final tax filings as required. The property manager has been consistently uncooperative and not responded to emails or phone calls. In the last email received in December 2024, she confirmed that some payments owed to the estate for rental income appeared missing. Since then she has been uncommunicative. Estate taxes are due at the end of March or else the estate has to pay a steep late penalty fee. Documents are needed from Apollo to complete this work. I would like to work with Apollo to resolve this issue to the satisfaction of both parties.

  Business Response

  Date: 14/03/2025

  We understand the importance of receiving these statements in a timely manner, especially given the upcoming tax deadline, however, as part of our standard process, final statements are only available after all accounts have been fully reconciled, which occurs in March of the following year, regardless of when the unit was removed from the rental pool. 

  At this time, we are actively working on finalizing the necessary documents and expect that all documentation will be provided to Ms. ********* by the end of next week.

  The Property Manager will be reaching out to Ms. ********* today, to provide an update on the timeline to receive documentation.

  Customer Answer

  Date: 18/03/2025

  Complaint: 23041230
  
  

  Happy to hear that Apollo is working on the statements for the deadline at end of March. It would have been better if the manager had proactively told us that the account reconciliation takes place in March ( a little close for our tax deadline). It is not accurate that there is something for me to do - it is Apollo who has to reconcile accounts and provide thee estate with missing monthly rents previously identified) therefore I am keeping this complaint active until the accounting is done and the tax statements are received. 

  
  
  
  Sincerely,
  
  ****

  Business Response

  Date: 21/03/2025

  We appreciate Ms. *********** feedback regarding the timeline for account reconciliation and acknowledge that clearer communication regarding the reconciliation timeline would have been beneficial, and we will take this into consideration for future improvements.

  We can confirm that Ms. ********* has been provided with all the documentation required from Apollo for the tax filing.

  Customer Answer

  Date: 24/03/2025

  Complaint: 23041230
  
  Thank you for the tax documents. However that only covers part of the complaint. The other part is the missing rental income owed. I provided your representative with the details this morning by email and she seems to be responsive. Hence I feel she can help us close the issue soon. Since I provided her with the details, the next action is with Apollo.
  
  Sincerely,
  
  **** *********

  Customer Answer

  Date: 25/03/2025

  Given that the company (Apollo) has declined to address outstanding issues, and has declined mediation, will there be any note visible to the public on their BBB profile? Does BBB suggest any external options to address my issue?

• Initial Complaint

  Date:31/07/2024

  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.

  My apartment has a balcony that is unusable and sealed off because it is structurally unsound. Several pigeons are living in the balcony. Early every morning, they wake me up with their noises and their excrement is all over the balcony, the ledge outside my window, and the ground below where we keep the garbage cans. Since April 23, 2024, I have been emailing Apollo Management to have someone comes to deal with the issue. A contractor finally came on July 4th but the problem did not improve and I don't believe anything was actually implemented as the pigeon issue did not change and visually I could not see any guard or screen installed. Since then, I ave asked Apollo to come back but they have not sent me a plan or made any real effort to address my concerns.

  Business Response

  Date: 08/08/2024

  We understand the frustration of dealing with the noise and mess created by the pigeons and apologize for the delays in resolving this matter. We take our tenants concerns seriously and we are committed to finding a solution.
  
  On July 4, we sent a pest control contractor to address the pigeon issue unfortunately they performed work on the wrong balcony. On August 2, the contractor returned to remove the pigeon nest and screen over the exposed area so pigeons cannot return. ****************** has confirmed the bottom of the balcony was sealed off.
  
  The contractor is scheduled to return in the coming week to install pigeon netting around the entire balcony, which will offer a more permanent solution. We are also inquiring about installing pigeon spikes.

  Customer Answer

  Date: 18/08/2024

   
  Complaint: 22070180
  
  I appreciate that the bottom of the balcony has been screened off but will not withdraw the complaint until the issue is permanently fixed.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 23/08/2024

  Our team continues to work closely with the contractor to find a suitable and permanent solution to the pigeon issue. We understand the importance of this matter and assure the resident that we are actively pursuing the best course of action. We will be in touch shortly with the next steps.

• Initial Complaint

  Date:28/12/2022

  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.

  From July 2022 - December 2022 (current), I have been receiving poor service delivery from this business, specifically no responses or a lengthy delay in responses, having to take time and do multiple follow-ups with them, reduction in rental income for multiple months with no explanation, and refusal to terminate contract as per request due to poor service delivery. See attached document for a detailed description of events and communications.

  Business Response

  Date: 12/01/2023

  We regret that Ms. **** has not
  been able to get the level of response that she has come to expect from Apollo. This matter was raised with the Team to ensure that we are responding to our clients in a prompt manner. In recent months Apollo has been working to build the Rental Team and has tripled
  the staff in order to provide a high level of customer service. While there have been
  changes in staffing of the Rental Manager position, there was always a Rental
  Manager as well as systems in place that ensure that someone is always
  available to respond to any questions or concerns directed to the Rental
  Manager email address. Apollo’s Senior Management Team did provide regular and
  prompt responses to Ms. ****’s emails.

  Ms. **** did receive a response and clear explanation from Senior Management for
  the reduction in rental income.

  In response to the question in the document provided to the ***, in regards to the December 2022 rental deposit, the amount was lower than usual due to repair and
  maintenance expenses incurred in a prior month.

  We understand Ms. ****’s frustration
  and regret the services did not meet expectations however we will not refund
  the management fees from July 2022 to present, as services were provided during
  that time frame.

  Although the Rental Management
  Agreement states that it shall terminate at the expiration of the initial term
  or renewal period upon at least three (3) months written notice, Apollo will allow
  Ms. **** to terminate the Rental Management Agreement prior to December 31,
  2023, without penalty.

  
  

  Customer Answer

  Date: 24/01/2023

  ***** ***** **** ***************************
  ***** ******** ******* *** **** **** **
  *** ***** ******* **********************
  ******** *** ****** ******** ****** ********* *** ********

   

  
  

  Response from Apollo:

  
  

  Apollo will allow Ms. **** to terminate the Rental Management Agreement prior to December 31, 2023, without penalty.
  

  
  

  My response:

  
  

  I am accepting Apollo's decision to allow me to terminate the Rental Management Agreement prior to December 31, 2023, without penalty.

  
  

  I will wait for further instructions in the future email communication.

  
  

  Thanks again for your time in this matter.

  
  

  *****