Business Profile

Property Management

Ovation Property Management

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Complaints

This profile includes complaints for Ovation Property Management's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

18 total complaints in the last 3 years.
8 complaints closed in the last 12 months.

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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:07/07/2025
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 am being threaten with physical violence and harassed by a neighbor at Ensemble Senior Apartments. I have reported this to the office, also to the police department, to no avail. Ensemble refused to address the issue. Are they waiting for *****/***** to kill me, he has mental issues. If anything happens to me *****/***** did it!
Business Response
Date: 07/07/2025
Thank you for bringing your concerns to our attention. We understand the seriousness of the situation youve described. To date, we have not received a written statement or police report regarding the incidents you mentioned. We encourage you to continue working with the appropriate authorities to ensure your concerns are fully documented.
Our management team remains committed to addressing resident concerns in accordance with community policies and applicable laws. Should you wish to provide additional documentation or discuss this matter further, we welcome you to contact our office directly.
Initial Complaint
Date:05/22/2025
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.
Dear Ovation Property Management:This letter is to inform you of a serious matter that is taking place in ****** apartment #****. For the past 5 years, the residents of Apartment **** have been creating an illegally dangerous situation that violates the implied warranty of habitability and safety of the residents of building 35. The residents of apartment #**** are consuming drugs banned by the federal government under 21 U.S.C.S. section 844. Their use of illegal drugs creates a hazardous situation for the residents of Apartment 3522 who have to breathe, inhale, and be contaminated by the illegal drugs on a daily basis. It is the legal duty of Ovation Property Management to provide a safe and habitable living environment for the residents of Apartment 3522. I have suffered serious illness and allergic reactions from having to breathe, inhale and involuntarily consume the drugs being used by the residents of Apartment ****. They are bullies who smoke marijuana all day in their bathroom to contaminate my bathroom and master bedroom with an overwhelming amount of second-hand smoke which is proven to cause cancer and other serious illness. I cant use the bathroom in my master bedroom, because the residents of Apartment **** have intentionally contaminated my bathroom with smoke from drugs prohibited by 21 U.S.C.S. section 844. Its time for the management of Ovation Properties to have the courage to evict the residents of Apartment **** for their continued violations of the lease. They have been warned numerous times to stop smoking marijuana and been contacted by lawyers about the situation, but Ovation Properties has failed to take the necessary actions to protect the residents of building ******* this time, I am demanding that $1,000 be taken off my June rent for the imminent threat to my health and safety posed by the residents of ****.Please take immediate action before this matter gets any worse. -******* ****, Esquire Attorney/Professor of Law
Business Response
Date: 05/22/2025
Response to BBB Complaint ******* ****, Apartment 3522
Ovation Property Management
Date: 05/22/2025

To Whom It May Concern,
Thank you for the opportunity to respond to the concerns submitted by Ms. ******* **** regarding her residency at Adiamo apartments.
Ovation Property Management takes all resident concerns seriously and remains committed to fostering a safe and comfortable living environment for all residents. We understand Ms. **** has raised allegations regarding the occupants of a neighboring unit, Apartment 3521.
Please note that such accusations require further review and direct handling by the community manager. We ask that Ms. **** contact the leasing office directly at ************ to speak with the community management team. Additionally, she may submit a formal request or documentation related to her concerns through our Resident Services Portal at: **********************************
Our team is available and willing to address any substantiated issues in accordance with our lease policies and applicable laws. We encourage residents to use official communication channels to ensure timely and proper handling of their concerns.
Sincerely,
Ovation Property Management
Customer Answer
Date: 05/22/2025
I would like to provide information about the smoking problem at Ovation properties. They are well documented by several residents in the ****** reviews:

************************
*****:
If you are not a smoker, and you want to have good health - do not move into ANY of Ovation's Affordable Senior Apts. They claim they are non smoking, but the fact is Ovation does NOTHING about Smokers in their apartments. So, if you smoke - rent an apartment from them and feel right at home

***** W:

Adiamo purports to be a non-smoking property in the lease agreement, but *** had a smoking neighbor for 3 months thats been significantly impairing my health. Ive also recently been seeing others smoking on their patios. Its such an unresolved health and fire hazard. We also have recent pest control issues of dead rats and mice that I believe are caused by the trash thats littered around the trash bins and throughout the property. Im concerned about the spread of disease from these critters. And because of the smoking Im always cleaning up cigarette butts too. This place is a mess/has really gone downhill.
Customer Answer
Date: 05/22/2025

Complaint: 23361529

I am rejecting this response because: It is the responsibility of Adiamo Apartments and Ovation Property Management to evict the residents of apartment 3521. They have already been notified of the problem on numerous occasions.
Talking is not sufficient. It's time for Ovation Property Management to have the courage to take action.
Ovation wants to get slick and shift the burden on the tenant to do the job of managing this property. Ovation Leadership and ******* ***** need to do their job.

Sincerely,

Dr. ******* ****
Initial Complaint
Date:03/25/2025
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 December 27, 2024, I completed a rental application and submitted a holding deposit for Unit 104. During this process, I explicitly informed the leasing staff that I would be vacating my current residence on February 28, 2025. I was assured by the assistant leasing manager that my deposit would secure Unit 104 until my move-in date and that no other applicant would be placed in that ******* the time of my application, I was awaiting my moving voucher from the ******************************************. The assistant leasing manager assured me that once I received the voucher, I only needed to bring it in to finalize the leasing process, as the unit was prepared for my move-in on February 28, 2025.On February 6, 2025, I obtained my voucher and immediately contacted the leasing office. As instructed, I visited the property to submit my voucher, only to be informed that Unit 104 had already been rented to someone else. Instead of honoring the original agreement, the leasing assistant attempted to push me into a different unit in another building, which would not have been available until April 4, 2025over a month past my required move-in date. This option was unacceptable, as I had made it clear from the beginning that I needed a unit available by February 28, 2025. I then requested my deposit back.For weeks, I received no communication from the leasing office regarding my refund. I eventually spoke with the office manager, ******, who initially acted unaware of the situation. She incorrectly stated that I had declined the unit, when in reality, the property had rented it to another tenant before I could finalize the process with my voucher.After explaining the events in detail, ****** assured me during the week of March 1014, 2025, that she was processing my refund. However, I have yet to receive the refund or any further communication regarding its status.
Customer Answer
Date: 03/26/2025
****** the office manager left a voice message stating that she just processed the refund as of today, which is a different story from what I was told a few weeks ago when she told me she was processing it. I will see if anything happens from this. I have included the voicemail transcript.

Business Response
Date: 04/02/2025
Hello ***** *******,
Please do not hesitate to contact our corporate office. Our locations furnish all clients with written documentation outlining the standard seventy-two-hour processing time for document retrieval. I would be pleased to discuss this further with you. Our corporate office can be reached at ************.
Customer Answer
Date: 04/03/2025

Complaint: 23111545

I am rejecting this response because: I was initially told almost a month ago that the refund was being processed. After not hearing from them and getting the run around, I was told by ****** via a message that she was out of the office and did not process the refund. I was then told it was again processed so I am now waiting to receive the refund check in the mail. ****** has reached out to me and left text messages as well as voice messages regarding this matter.

Sincerely,

***** *******
Customer Answer
Date: 04/07/2025
Thank you for your help, I received the refund check that was owed to me.
Initial Complaint
Date:02/18/2025
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.
no copy of bedbug addendum provided for lease period 2024-2025.1st pest tech inspection couldn't see anything, departed, returned few minutes later stating prop mgr wanted treatment anyway.2nd pest tech inspection resulted in no findings, prop mgr still wanted treatment.unaware if prop mgr requested inspections for adjoining units (to left, right, below), which should've been done.1st treatment service on 1/28/2025.3rd pest tech inspection of bug traps resulted in no findings, property mgr gave impression of need for 2nd treatment.not liable for unconfirmed presence or infestation of bedbugs.tenant resident payment portal indicates charge of $75 as this will proceed to litigation and shouldn't be billed until issue resolved.
Business Response
Date: 02/18/2025
The resident in 361 (****** ****-*******)
The resident in 361 took furniture from 360 (a deceased resident). It had been confirmed that there were bedbugs in unit 360. After being made aware that 360 had bedbugs, the resident in 361 was notified of this and an inspection was scheduled based on the spreading and treatment of bedbugs. The onsite manager met with her and told her because she took items from an apartment with known bedbugs,that her unit needed to be inspected. She was also told we would pay for the inspection but if treatment is required, she would be financially responsible since she brought the infested furniture into her apartment. As a precaution 1 treatment was done and she agreed to pay for it. However, it became apparent she is not in agreement and contacted the pest control company several times. At this time they have agreed to waive the $75 fee. However, if bedbugs are reported in the future, the resident will be responsible for any charges related to treatment.
Customer Answer
Date: 02/19/2025

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.

Sincerely,

****** ****-*******
Customer Answer
Date: 02/19/2025
tenant refuses to be liable and financially responsible for any future issue(s) unless evidence and/or all written documentation proves otherwise ????
Customer Answer
Date: 02/19/2025
additionally, may be necessary to confirm HUD, NHD, LIHTC, HFA, State of Nevada, ************, City Of LV laws, rules, policies, procedures being adhered to
Initial Complaint
Date:01/16/2025
Type:Customer Service 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.
I am complaining about an issue with my apartment complex with ovation management through Summerwind apartments. from my move in date in march of 2024 i have multiple issues and incidents with my neighbors and filed multiple complaints with management and corporate and nobody seems to want to do anything or resolve this issue. i keep getting the run around and same verbiage that something is being done i just have to wait and continue dealing with this nonsense and being uncomfortable in my apartment. i have filed a complaint with residential services as well and corporate no longer wants to be involved. i think this is ridiculous considering i have dealt with this for almost a year of my lease.
Business Response
Date: 01/23/2025
To Whom It May Concern (BBB),
******** ****** reported to our office that her neighbor allegedly placed trash under her vehicle. After reviewing her concerns, it was determined that the individual in question is not an unauthorized occupant but rather the caregiver for an elderly resident, as confirmed during our investigation. ******** was unable to provide proof or video evidence to substantiate her claim that the neighbor was responsible for the incident.
Management took immediate steps to address Samanthas concerns by issuing appropriate unauthorized occupant notices to the neighboring unit while conducting an investigation. ******** subsequently submitted a request to our ****************************, seeking 2 months of free rent and a waiver of any rent increases upon lease renewal. This request was respectfully denied by *****************. However, as a customer service gestor and commitment to customer satisfaction, ********************** is willing to offer a $500 concession at this time to address any inconvenience caused. Correspondence with ******** regarding he previous handlings denial of her request is attached for your review.
Currently, a court hearing for a summary eviction has been scheduled for January 23, 2025, at 10:30 a.m. in the Las Vegas Justice Court. Management is confident that the court will grant the eviction, as the primary leaseholder for the neighboring unit has unfortunately passed away.
We remain dedicated to providing a safe and respectful living environment for all residents and have handled this matter in accordance with our policies and procedures.
******* *****
Regional Manager
Ovation Property Management
Customer Answer
Date: 01/23/2025

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.

Sincerely,

******** ******
Initial Complaint
Date:12/04/2024
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 am being improperly evicted and order to pay and resolve, a debt. I do not find I should pay. Do to the severity of the condition upon moving into from **********, to ****** I have tried contacting the Tuscany office property managment to discuss my issues upon moving in, property maintenance, security issues, etc. I also have had issue on property with theft, with a police report. I didn't feel safe upon this issue in the unit, that I am a victim of domestic violence out of **********, whom California victim compensation bored, helped me move in the unit. And Safty was my priority, now I am homeless evicted and financially exhausted. Due to the negligence of ovation Tuscany property management. 09/01/2024 *********, ******** saying I skipped without notice also being a fraudulant act because I emailed her notices and I certified a notice to office of moving out due to my experience and fear. thay aslo threaten me that It will effect my credit report even though they neglected my plead.
Business Response
Date: 12/04/2024
Hello,
Thank you for forwarding Ms. ******* complaint. We take all resident concerns seriously and would like to clarify the situation.
Ms. ***** signed a 12-month lease starting on June 21, 2024, with an end date of June 19, 2025. However, she moved out on August 19, 2024, which was early. As a result, she was charged the early termination fees as stated in her lease agreement.
We are aware of four service requests submitted by Ms. ***** on June 25, 2024, all of which were resolved within 48 hours. After this, there are no further complaints on file.
Regarding the eviction claim, we have no record of filing an eviction. The charges Ms. ***** is referring to were related to the early termination of her lease. We understand her concerns about the impact on her credit, but these charges were applied according to the terms of the lease agreement.
We understand that Ms. ***** had personal safety concerns and difficulties, and we truly empathize with her situation. If she has any additional information or concerns, we are happy to review them and discuss possible solutions.
Thank you for your attention to this matter.
Customer Answer
Date: 12/05/2024

Complaint: 22640771

I am rejecting this response because:
they indicated that:
Regarding the eviction claim, they have no record of filing an eviction. The charges of I Ms. ***** is referring to were related to the early termination of her lease. they understand my concerns about the impact on her credit, but these charges were applied according to the terms of the lease agreement.
And they understand that I Ms. ***** had personal safety concerns and difficulties, and we truly empathize with her situation. If I / she has any additional information or concerns, they are happy to review them and discuss possible solutions.

Im Rejecting and raising the complaint needed tone, because I want to be assured that I am heard and understand, in my deep concerns they have caused not, added uo to what they've summited. Regarding my safety matters, and identity, being I am being held accountable that I "skipped with-out notice", isn't true ( see attachments), as I have been in communication email via with the office. Never did I have the change to speak with them about for over three day until, I was able to speak to them, after the emails attached to my disagreement of rejection, I concern why would they take me though such a hardship?
They shouldn't have rented the apartment to me due to it's conditions, and Safty concerns, and I too plead for an refund and a latter of all indications, their implying towards above there is "no record of a eviction". Sent to me, the address I am now TEMP living, **************************************, and that I am domestic violence subject, the negligence of this seriousness is hurtful. Because I need to be able to rent home that I am now homeless due this process and financially unstable, due to this heartbreak situation. I need it be made sure for my safety I can rent a home and they're are not placing it on my credit report, "PLEASE", it is very heard to rent a home if they do so, due to all negligence reasoning, I plead them. Respectfully!!

Sincerely,

****** ******* *****
Business Response
Date: 12/09/2024
Dear Ms. ****************** you for sharing your concerns. We are truly sorry for the difficulties you've faced, and we understand how this situation has impacted you. Weve reviewed your file, and there is no record of an eviction or any eviction proceedings. The charges you mentioned were related to early termination of your lease, as outlined in the lease agreement. However, we are happy to review any additional information you have.
You mentioned being in contact with our office before you vacated the apartment. To help us look into this further, please provide any proof of communication with our office. This will help us better understand your situation.
Please send us any relevant information, and well do our best to resolve this fairly.
Thank you.
Customer Answer
Date: 12/10/2024

Complaint: 22640771
Thank you for the responses and I I appreciate that there is no eviction being processed,
if you don't mind can you please send me documentation the specifies that.
I provided in this complaint the communications with Tuscany office emails etc, and police reports, along with my displacement and domestic violence victim affidavit.
I will add the same document again. I concerns
I am rejecting to accept further investigation this response because.

Sincerely,

****** ******* *****
Business Response
Date: 12/10/2024
Hello,
Attached is the Final Account Statement for your unit at ******* noting the fees owed per the signed lease agreement.
Thank you.

Customer Answer
Date: 12/13/2024
**Subject:** Follow-Up on Tuscany BBB Complaint December 10th Update

I am following up on my BBB complaint regarding Tuscany. As I continue to wait for a resolution, I want to emphasize that I have sent supporting documents outlining my financial and displacement conditions. I cannot afford to pay the $8,000 currently requested, and I disagree with this demand.

I respectfully request that this matter be reviewed under my circumstances and that documentation confirming there will be no eviction or credit impact be provided to me or erase of the need to pay due, under my circumstances, I need to find housing I can barely footed now due to this hardship impact.

Thank you for your attention to this matter, and I look forward to your response.

*******
Customer Answer
Date: 12/13/2024
**Subject:** Follow-Up on Tuscany BBB Complaint December 10th Update

I am following up on my BBB complaint regarding Tuscany. As I continue to wait for a resolution, I want to emphasize that I have sent supporting documents outlining my financial and displacement conditions. I cannot afford to pay the $8,000 currently requested, and I disagree with this demand.

I respectfully request that this matter be reviewed under my circumstances and that documentation confirming there will be no eviction or credit impact be provided to me or erase of the need to pay due, under my circumstances, I need to find housing I can barely footed now due to this hardship impact.

Thank you for your attention to this matter, and I look forward to your response.

*******
Customer Answer
Date: 12/13/2024

Complaint: 22640771

**Subject:** Follow-Up on Tuscany BBB Complaint December 10th Update

I am following up on my BBB complaint regarding Tuscany. As I continue to wait for a resolution, I want to emphasize that I have sent supporting documents outlining my financial and displacement conditions. I cannot afford to pay the $8,000 currently requested, and I disagree with this demand.

I respectfully request that this matter be reviewed under my circumstances and that documentation confirming there will be no eviction or credit impact be provided to me or erase of the need to pay due, under my circumstances, I need to find housing I can barely footed now due to this hardship impact.

Thank you for your attention to this matter, and I look forward to your response.

Sincerely,

****** ******* *****
Customer Answer
Date: 12/17/2024

Hello,

Here is my identity theft protection report.

*******
Business Response
Date: 01/07/2025
Hello,
Thank you for forwarding Ms. ******* complaint. We take all resident concerns seriously and would like to clarify the situation.
Ms. ***** signed a 12-month lease starting on June 21, 2024, with an end date of June 19, 2025. However, she moved out on August 19, 2024, which was early. As a result, she was charged the early termination fees as stated in her lease agreement.
We are aware of four service requests submitted by Ms. ***** on June 25, 2024, all of which were resolved within 48 hours. After this, there are no further complaints on file.

Regarding the eviction claim, we have no record of filing an eviction. The charges Ms. ***** is referring to were related to the early termination of her lease. We understand her concerns about the impact on her credit, but these charges were applied according to the terms of the lease agreement.
We understand that Ms. ***** had personal safety concerns and difficulties, and we truly empathize with her situation. If she has any additional information or concerns, we are happy to review them and discuss possible solutions.

Thank you for your attention to this matter.
Customer Answer
Date: 01/08/2025

Complaint: 22640771

I am rejecting this response because I do not fully understand the concept of early termination and its implications. I was under the impression that it would not impact my credit history. Additionally, I need this matter resolved due to the experience Ive endured.
I do not understand why I am being required to pay for this unit, given the severity of the issues I faced, including safety concerns and the unclean environment upon moving in. These conditions made the unit unsuitable for living and directly violate tenant rights under state and local housing laws. Specifically, Civil Code Section ****** requires landlords to provide rental units in habitable conditions, free of safety hazards, and fit for occupancy. Failing to meet these standards breaches the implied warranty of habitability.
Additionally, the negligence in addressing these unsafe conditions could violate Penal Code Section 396 if the rental agency misrepresented the condition of the unit or acted unfairly during this process. Furthermore, any failure to provide necessary disclosures about the units condition before signing the lease may constitute fraud or deceptive practices under Penal Code Section 484.
I am not satisfied with the unit, and I believe I should not owe any remaining balance, and due to the financial instability and hardship I am already facing while searching for new housing. By continuing to enforce this lease under such conditions, the rental agency is compounding my financial and emotional hardship.
I request that the priority manager, CEO, or a decision-making manager contact me as soon as possible via email or phone to discuss this matter. The conditions of the unit, coupled with the financial strain, highlight several red flags and potential legal violations on the part of the rental agency. This unit should not have been rented to me under these circumstances, especially considering my financial situation and the basic requirements for a livable space.
Please address this matter urgently, as I cannot afford this unit, and the conditions have caused undue hardship. I ask for this to be resolved fairly, including waiving any charges or penalties associated with the early termination of my lease, and detail specification that this will not impact my credit report while looking for a new apartment to live, under these circumstances.

Sincerely,

****** ******* *****
Business Response
Date: 01/08/2025
Hello,
Ms. ***** signed a 12-month lease starting on June 21, 2024, with an end date of June 19, 2025. However, she moved out on August 19, 2024, which was early. As a result, she was charged the early termination fees as stated in her lease agreement.
We are aware of four service requests submitted by Ms. ***** on June 25, 2024, all of which were resolved within 48 hours and are attached for review. There are no notes about inhabitability issues. After this, there are no further complaints on file.

Regarding the eviction claim, we have no record of filing an eviction. The charges Ms. ***** is referring to were related to the early termination of her lease. We understand her concerns about the impact on her credit, but these charges were applied according to the terms of the lease agreement.
We understand that Ms. ***** had personal safety concerns and difficulties, and we truly empathize with her situation. But again, prior to vacating there are no records of these issues reported to the office.
Initial Complaint
Date:09/09/2024
Type:Customer Service 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.
This relates to Ovation Property Management's property that they own, the Aspire at Echelon. When dealing with the apartment complex Aspire at *******, I was initially accepted when applying. Then once they found out that I worked for a black owned business, they instantly began to treat me differentaly and question the legitimacy of the business I work for. My application went from accepted to denied the next day. When we called and asked for an explanation or help they disconnected their phone line and ignored my calls when trying to file a formal complaint with the company themself. I have never been treated like this.
Business Response
Date: 09/10/2024
Hello,
Thank you for bringing your concerns to our attention. I want to assure you that our policy was adhered to throughout the application process. After receiving the required documents, we thoroughly reviewed them against our established criteria. Unfortunately, based on this review, your application did not meet the criteria for approval.
We understand that this situation has been frustrating, and we take such matters seriously. Please be assured that our decisions are based solely on our criteria and not influenced by personal or professional affiliations. If you have further questions or need additional clarification, feel free to reach out to us, and we will do our best to assist you.
Thank you for your understanding.
Initial Complaint
Date:09/09/2024
Type:Customer Service 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.
******* is by far the absolute worst HUMAN being Ive dealt with in customer service. I was hung up on multiple times when trying to rent an apartment from them. I dealt with racist remarks and comments and he was defended by his co-workers. This is by far the worst experience Ive had and we shouldnt be dealing with racism in 2024. RUN AS FAR AWAY AS POSSIBLE!!!
Business Response
Date: 09/09/2024
Hello,
I would like to provide some clarification regarding the situation:
1. Application Denial Due to Unverifiable Documents: Our records indicate that the application in question was denied because certain documents provided were unverifiable. As a standard practice, we require all submitted documents to be verifiable to ensure the accuracy and integrity of our application process. This policy is in place to protect all parties involved and to maintain fairness in our rental procedures.
2. Involvement of Unlisted Individual: It has come to our attention that an individual not listed on the application has been involved in communications and actions related to this matter. Please note that our policies require all correspondence and issues to be handled by the applicant directly. This ensures that all information is accurate, and that the application process is handled efficiently.
3. Office Team Harassment: We have also noted reports of harassment directed towards our office team. We are committed to treating all individuals with respect and professionalism, and we expect the same in return. Harassment of any kind is not acceptable and is taken very seriously. We kindly ask that all communication remain professional and respectful to ensure a constructive resolution.
We understand that this situation may be frustrating, and we regret any inconvenience it may have caused. If you have any further questions or wish to discuss this matter in more detail, please feel free to contact our office directly. We are here to assist and ensure that all concerns are addressed appropriately.
Thank you,
******* ******** | Regional Manager
Initial Complaint
Date:06/04/2024
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.
I was laid off my job and I was in communication with the office multiple times regarding my situation. ****** who works in office told me to file for an extension with the court with I did for more time to pay. Which I did, By the time I got a job it was mid April, I spoke with the office and let them know I was going to pay the rent that coming Monday. ******* the office manager said that she wasnt sure if they were going to accept my payment and she needed to check with corporate. The next day she emailed stating they would not be taking my payment and moving forward with eviction. At that point I had no choice but to leave. They wouldnt accept payment. She told me since I was later before then they would not be renting. Regardless of being late I tried to pay and get caught back up. Weeks go by and I receive a ridiculous balance saying I owed roughly $6000. Highly upset I called only for them to tell me I skipped the lease ? Now there charging me for 2 months rent plus a ridiculous made up fee called a re-letting fee of $2800. This is exactly how companies ruin peoples lives. I expected some charges but $6000 is insane and after they refused rent? Everyone has hard times and there is no way I should be forced into paying $6000. I called to speak with them there highly unprofessional, ********************* up on my face and they never answer the phone. Not once was I told by the office that they wouldnt accept payment. If that was the case I wouldnt have filled out its the courts and I wouldnt have been contacting the office. They waiting until the last minute to tell me they wouldnt accept my payment. Not ONCE did I receive anything from them saying if I was late again they wouldnt accept payment
Business Response
Date: 06/14/2024
BBB of ***************,
*************************** resided in unit 2173 at ********************** Homes. Unfortunately, the resident was evicted for non-payment of April 2024 rent. The eviction was filed on 4/24/24 and **************** answered her 7-day Notice to Pay or Quit initiating a case with the Las Vegas Justice Court. The court date was set for 5/13/24 at 2 pm. The eviction was filed, accepted and set on the calendar so the matter was in the hands of the courts. ***************** did not show up in court as scheduled, instead she turned in the keys on 5/13/24.
According to the lease agreement **************** entered with Ovation,she is bound to the early termination clause that states if the resident is in default of the contract, the reletting fee of 1 month and 60-days of rent would apply.
I would like to encourage **************** to contact our in-house payments department to seek a possible settlement agreement. ****** can be reached at *********************************** or by phone ************.

Best Regards,

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

Customer Answer
Date: 06/17/2024

Complaint: 21800891

I am rejecting this response because:
The moment I was laid off I was in communication with the rental office regarding my situation. If at any point they werent going to accept my rental payment I should have been notified then. Instead I was told by the office staff to file with the court for more time to pay, again I was not told anything from the office stating they wouldnt be accepting anymore rental payments from me. Once I filled with the court yes there was a date set for May 13 , I started my new job on April 20 I called the office literally my 3 day working letting them know Id have the rental payment the following week. At that moment ******* the office manager told me they wouldnt be accepting my rental payment due to me being late. She then told me they were moving forward with the eviction and once granted Id have ********************************************** out shortly after the May 13 court date. So I had no choice but to move I DID NOT , break my lease I have it in writing from ******* stating they would not be accepting my payment. I understand Id have some fees but $5000-6000 is ridiculous when YOUR COMPANY , refused my payment. So there was no point in going to a court date just to be put out either way. Now fast forward your company is trying to make it seem like I intentionally broke the lease and refused to pay which is ABSOLUTELY incorrect. If my payment would have been accepted I wouldnt be in the position. The rental office is extremely rude and unprofessional. Now I have to result in a lawyer to protect myself from being over charged which is crazy

Sincerely,

***************************
Business Response
Date: 07/08/2024
BBB of ***************,
As mentioned in the previous response, *************************** filed an answer with the Las Vegas Justice court. Court date was set or 5/13/2024 at 2 pm. At that time the matter was in the hands of the courts. This was her opportunity to be heard regarding her situation and have a decision made by the Judge. Compliance of the courts order is required by both parties.
I encourage **************** to contact our in-house payments department to inquire about a possible settlement agreement, and we may work on a payment plan. *********************************** may be reached by email at *********************************** or by phone ************.
Thank you,
*************************

Customer Answer
Date: 07/23/2024
Hello I did respond to the property I never received a second response back ?
Initial Complaint
Date:05/28/2024
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 moved into Ovation Property Ensemble Apts its a smoke free apartment complex. My apartment has been filled with cigarettes smoke continuously every day. I have complained to the property management about this problem that they have yet to do anything about it. The smoke is so bad that my company ends up leaving and they cant hardly breathe. I cant hardly breathe. Even my dog coughs, I had a stroke a few months ago and Im scared to death. Im gonna end up having another one. Please take care of this problem for me. I would very much so appreciated. Thank you.
Business Response
Date: 05/30/2024
The on site manager was not aware of this issue. upon notifying her, she took the following steps and will try to work with the resident to resolve this issue to the best of their ability:
I walked with **** yesterday afternoon.

We did not smell any cigarettes odor coming from Sandras apartment. We also walked the neighboring units to make sure there was no odor. I did not find any source for the odor she is stating she smells other than a neighbor who has a candle below her that she uses occasionally.

I'm working with **** to do inspections/and set up times/dates for us to walk the units on and around ********************** apartment again.

Please let me know if you have any further questions.

Thank you for bringing this to my attention.

*************************| Property Manager

Thank you.

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