Complaints

This profile includes complaints for GoldOller Real Estate Investments, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  GoldOller Real Estate Investments, LLC

  107 S 2nd St Ste 500 Philadelphia, PA 19106-3122

• 

  GoldOller Real Estate Investments, LLC

  27040 Cedar Rd Beachwood, OH 44122-1115

• 

  Albany Landings Apartments

  5500 Bilberry Ln Westerville, OH 43081

• 

  Westhaven at Vinings

  5900 Suffex Green Ln Leasing Office Atlanta, GA 30339-6119

• 

  GoldOller Real Estate Investments, LLC

  5450 Wissahickon ave Philadelphia, PA 19144

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:06/24/2025

  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.

  Hello,we all have been experiencing a heat wave but for us it is very personal. This past week was brutal. We dont have any a/c and our complex seems to not understand. Heat-related illness like sweating, cramps, and weakness plus dehydration have been the top of our list. We have alerted them on the problem.I understand somethings are out of their hands but health wise decisions need to be made quicker or just more efficient. Before the heatwave came I was very specific of our problem. They responded but did NOT finish the job. Our child is experiencing this as well with us and buying fans for every room will be very costly.Also, a window in my building basement has been broken and not fixed for the last many months. Wild animals and weather effects have been damaging and making and weary environment. This is not acceptable and we deserve a resolution. Thank you ****** ********* ************ **************************

  Business Response

  Date: 06/30/2025

  Good morning. I apologize for the issues you were having in the your home regarding the **** system. I asked for details from the team onsite and they informed me that your **** system was replaced on 6/29/2025. I hope everything is operating as it should now. 

• Initial Complaint

  Date:06/03/2025

  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 vacated my apartment at Westhaven at Vinings on October 25, 2024, and completed a move-out form that day, which the leasing agent copied and kept. I was told my $703.50 security deposit would be refunded in 6090 days. It has now been 221 days, and I have not received the deposit, an inspection report, or any formal communication.When I followed up, I learned my forwarding address was supposedly incorrect, even though I included it correctly on my move-out form. Each time I called, I had to keep providing my address and was told ***** ********* would get back with me, but nothing happened.Leasing agent **** recently confirmed there were no damage charges on my account. However, I was told that I would not get my deposit back because leasing agent ***** ****** at the time of my move-in misapplied the $703.50 I paid, incorrectly labeling it as a Conservice payment instead of a security deposit.That error is entirely internal and not my fault. I paid $703.50 in good faith under the understanding that it was for my security deposit and was never told otherwise. The money has not been refunded or used for any damages. It is unjust and unethical to withhold these funds because of an internal mistake.I have made multiple calls and emails over the past few months, none of which were answered by ***** *********, who was always in a meeting and never returned promised calls. I also emailed him directly with no response. Meanwhile, I know management acts quickly when tenants are late on rent.I have called corporate twice and was told it was being escalated both times and that I would hear back. I havent heard back from anyone at the corporate level.I am formally requesting the immediate return of my $703.50, which was paid as a security deposit

  Business Response

  Date: 06/16/2025

  Hello.

  This former resident paid the $703.50 at move in on 7/29/2023. At the time, the onsite team did not "move" this amount to the resident's deposit ledger. Instead this $703.50 remained on the ledger as a credit until 9/1/2023. At that time (9/1/2023) the former resident made a payment of only $840.28. 

  I cannot speak to why the employee did not correctly move the funds to the deposit ledger, but the funds were utilized as a payment. There is no refund to issue. 

  Business Response

  Date: 06/24/2025

  
  Hello.
  
  This former resident paid the $703.50 at move in on 7/29/2023. At the time, the onsite team did not "move" this amount to the resident's deposit ledger. Instead this $703.50 remained on the ledger as a credit until 9/1/2023. At that time (9/1/2023) the former resident made a payment of only $840.28. 
  
  I cannot speak to why the employee did not correctly move the funds to the deposit ledger, but the funds were utilized as a payment. There is no refund to issue. 

  Customer Answer

  Date: 06/24/2025

  [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: 23411584
  
  I am rejecting this response because: 

  
  The response from the apartment management only confirms what I have already stated: I paid $703.50 in good faith at move-in with the understanding that it was for a security deposit. It is not my responsibilitynor should I be penalizedbecause their staff failed to properly move the funds to the deposit ledger. The misclassification of those funds is entirely an internal accounting error.
  Their statement that the funds were "utilized as a payment" is unacceptable and misleading. At no time was I informed that my deposit was being used to cover rent or any other charges. Had I known that, I would have addressed it immediately. I was given documentation by their own leasing agent showing that $703.50 was for a security depositnot a rent credit, not a Conservice payment.
  No damages were found at move-out. No inspection report was ever provided. I followed all procedures, left the unit in good condition, and provided the correct forwarding address. I should not be deprived of my deposit because of the actionsor inactionsof their staff.
  I am again requesting the immediate return of the $703.50 I paid and which they wrongfully applied elsewhere. If this matter is not resolved promptly, I will be seeking legal action and filing additional complaints with the ***************************************, ***, and other housing advocacy organizations.
  I expect a fair and lawful resolution.
  
  Regards,
  
  ********** *******
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 06/24/2025

  The documentation on file reflects $0.00 as a security deposit. The first page of the lease reflects a $0.00 deposit. The move in statement on file reflects a $0.00 security deposit. While I do see that you did make two payments equaling $703.50 nowhere in our database shows this should have been applied as a security deposit. You also made a payment of only $840.28 for your September 2023 rent (which resulted in a $0 balance). This is due to the running credit on your account from the move in monies applied. 

  Customer Answer

  Date: 06/26/2025

  [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: 23411584
  
  I am rejecting this response because:
  
  I am formally rejecting the businesss response and demanding immediate resolution.
  This company continues to acknowledge that I paid $703.50 at move-in. I have documentationincluding a sticky note from leasing agent ***** Harper and money order receiptsclearly stating that this payment was made as a security deposit. The fact that their system and lease reflect $0.00 as a deposit is not my errorits the result of negligence or mishandling on the part of their staff. That is not my responsibility to fix, and I will not accept being financially penalized for it.
  I paid this money in good faith, under the clear understanding that it was for a security deposit. No one from the leasing team ever told me otherwise. I fulfilled every obligation of my lease. There were no damages, no outstanding rent, and I completed my move-out form, including my correct forwarding address.
  The fact that their internal records were never corrected is not my problem. They need to correct their mistake and return my $703.50period. I do not care how they come up with the funds, but they need to figure it out and resolve this now.
  If I do not receive my refund immediately, I will escalate this case beyond the BBB to include:

  
  The ***************************************
  HUD and other housing regulatory authorities
  Formal legal action for breach of contract and bad faith handling of tenant funds

  
  This situation has gone on far too long. I will continue to pursue every available legal and regulatory option until I receive the refund I am owed. I expect this to be resolved without any further excuses or delay.
  
  Regards,
  
  ********** *******
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:05/28/2025

  Type:Order 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.

  Date of 05/20/2025 I received a text message that read Hi *******, there is a water heater break in your building. There is currently a mess in the apartments at the moment. Maintenance is already handling the situation but I wanted to reach out to you to inform you I came home around 7:00 the message was not clear I came home my apartment was flooded & my door was wide open a carpet cleaning company came out business name *********************** came to vacuum up the water and told us to have a nice night . Everything was soaked my mattress the living room floor was soaked I have 3 small children under 6 years old . The ceiling was soaked with water it was caving in, the closet soaked with water and bed room Very unsafe environment. Spoke to leasing office they were very disrespectful I spoke to ***** she stated it is what it is things happen we cant do anything to help you my boyfriend went up there not being rude or mean and threatened to call the cops because he asked questions what they will do to resolve the issue because we have small children The ** went out they placed a ac in my window I live on the bottom floor that put our safety in jeopardy anyone can kick it out and come into my apartment. They refused to prorate the rent. I asked for proof of documents showing what all will be or has been done to make sure the moisture levels are down and no chance of mold or future mold that can become dangerous if so They stated they refuse to give me proof and documents and stated they have to go through their lawsuits to see what they can send me . I requested them to terminate my lease without penalty I do not feel safe my carpets are not replaced no dry wall has been torn out . There is no correct air circulation to even prevent the mold

  Business Response

  Date: 06/16/2025

  Good afternoon

  It has been brought to my attention that this matter has been resolved. Arrangements were made to allow ******* ********** out of her lease agreement. 

• Initial Complaint

  Date:04/10/2025

  Type:Order 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.

  On May 10, 2024, I took possession of apartment #*** at ******* at ************, operated by GoldOller Real Estate Investments. I chose the complex based on advertised 24-hour security, secure parking, and overall safetycritical factors for me as a single woman living alone. However, from the beginning, I encountered issues that were never resolved despite my repeated outreach.On July 13, I formally reiterated concerns that had gone unaddressed since move-in, including four open maintenance requests (one being a dishwasher that flooded the kitchen), unaddressed security issues, and broken doors and elevators. Despite my in-person visit and email communication, management failed to respond or take action. This left me with no option but to begin mitigating further damages.That same day, I provided formal written notice that I had vacated the unit and, pursuant to Maryland Code *****, was terminating my lease. Given the propertys failure to meet basic standards of habitability and its continued lack of response, I reasonably believed this concluded our landlord-tenant relationship.I paid rent through July 31, 2024, and left the apartment in excellent condition, which I documented through photos and video. Due to recent double knee surgery, the broken elevators significantly impacted my mobility during move-in and move-out.Though I was initially charged a $3,792 early termination fee, it was reduced to $2,644.45. *************** paid $1,896, confirmed by both Jetty and GoldOller. I paid the remaining $748.65 via *** Overnight on September 9. Despite completing payment, the balance was sent to collections, harming my credit and well-being. I respectfully ask that GoldOller correct this mistake and remove the collection.

  Business Response

  Date: 05/02/2025

  Good evening. I am in receipt of your complaint. Please allow me some time to review the details we have on our end. GoldOller no longer manages Tribeca at ************ so some information that is with the collection agency may take some time to obtain. I will have an update for you by mid May.

  Customer Answer

  Date: 05/16/2025

  Hello, 

  I received the following response from the business: "Good evening. I am in receipt of your complaint. Please allow me some time to review the details we have on our end. GoldOller no longer manages Tribeca at ************ so some information that is with the collection agency may take some time to obtain. I will have an update for you by mid May."

  I waited to give the business time to rectify the matter before rejecting the solution and the system rejected it automatically. I'd like it to be reopened and if a solution or any answers are not sent to me by the end of the day today, May 16, 2025, which is mid May, nothing will be considered resolved.

  Business Response

  Date: 05/16/2025

  Good afternoon

  I heard back from ***********************. I was able to provide them with the accurate final account statement and they are submitting a deletion request with the credit bureaus. An *** *** stated it can take up to 60 days for this to reflect but that it is typically done within 30. I apologize that the collection agency was not previously in receipt of the account statement reflecting that you owe no money directly to GoldOller or Tribeca at *************

  I do want to mention though that the amount of $1.896 paid by Jetty is an amount that Jetty will be expecting to be reimbursed, if you have not done so already. I cannot speak to their collection processes. 

  Let me know if there is anything else I can assist you with.

  Customer Answer

  Date: 05/18/2025

  [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: 23189145
  
  I am rejecting this response because:

  Hello,

  Thank you for the update. While I appreciate that a deletion request has now been submitted to the credit bureaus, I am not satisfied with this outcome in full.
  As outlined in my original complaint and desired settlement, my concerns extend beyond the credit deletion alone. I made numerous good-faith attempts to resolve this matter directly with both GoldOller Real Estate Investments and Tribeca at *************** email (including chains with 10+ recipients), voicemails, and even social media. All of those efforts were ignored until I submitted this BBB complaint. The fact that the account was sent to collections despite being paid in full, and with no communication or correction from your team until now, caused substantial and unnecessary damage to my credit and well-being.

  To be candid, this situation derailed key parts of my life. As a young adult recovering from double knee surgery, I relied on promises of safety, stability, and accessibility when signing this lease. Instead, I was met with neglect, unsafe living conditions, and financial repercussions that have disrupted not only my credit standing, but also my personal and financial goals. The impact of this experience has been deeply distressing and continues to affect my day-to-day life.

  Moreover, the early termination fee itself was inappropriate and unjustified given the propertys documented habitability issues and the legal grounds under Maryland Code ***** for terminating the lease. As such, I am reiterating my request for:
  
  1.) A formal, written acknowledgment that my account has been satisfied in full and that I owe no further balance.
  2.) A full refund of the $2,644.45 early termination fee paid, given the misrepresentation of services and failure to meet the conditions promised at lease signing. Despite paying everything in full and on time, my account was still sent to collections...an action that feels not only unjust but almost retaliatory given my repeated attempts to formally address safety and habitability concerns. This added unnecessary harm to my credit profile and peace of mind, especially as someone who fulfilled their financial obligations in good faith.

  I would like to resolve this matter directly and amicably. However, if we are unable to come to an agreement, I am prepared to escalate this further through legal channels.

  Please advise on next steps.

  Best regards,

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

  
  

• Initial Complaint

  Date:01/30/2025

  Type:Product 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 used to live at **********************, apartment unit at *********** in *******, from *************. At the time of move out, I asked what I needed to provide because I was hiring someone to clean the apartment for me & was going to get a deep clean vacuum from *******. I was told that I should submit proof of paid receipt along with the keys since I was going to move out on the weekend of August 17, 2024. I received an email with a completed financial account statement from The Gardens on 8/28/2024. They were charging me for a broken refrigerator handle that I had told them to fix, but never did ($25.00). They also charged me $68.25 for carpet cleaning, the 1 thing I had inquired as to what to do to prove it was cleaned. I disputed that email that same afternoon, stating I was NOT accepting it for a number of reasons. 1.) I never was given a move-in/move-out sheet wherein I could put down the broken fridge handle. 2.) I had provided rental vacuum ****************** card. I even still have pictures to show for it. 3.) OH tenants are allowed, by law, to charge 5% interest after moving out. I received a check for $157.30 which I returned crossed out & not accepted & submitted copies of emails, legal blurbs, receipts, etc. for the amount I am truly due, which is $287.40. I've called several times, leaving messages, emailed regional Account Manager, with no resolution.

  Business Response

  Date: 02/12/2025

  Good afternoon

  I am looking forward to assisting you with a resolution. Allow me time to discuss this with the appropriate person(s) and I will provide you with an update.

  Customer Answer

  Date: 02/13/2025

  [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: 22875924
  
  I am rejecting this response because:
  

  I have given sufficient time, since August/September 2024 for this issue to have been resolved. It is not my problem if people do not take their job responsibilities seriously. It's always about money pinching to them whilst it's a matter of justice for me. We're going on to 6 months & NOTHING has been resolved. 

  I request my full refund before the end of this March 2025. End of story. 

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

  
  

  Business Response

  Date: 03/04/2025

  Good Afternoon

  Upon further review of this account I found no documentation to support the claim for a full refund. Regarding the refrigerator handle, there was never a time that a service request entered for a broken handle during ***** ********' residency. After she vacated the apartment a new handle was ordered at a cost higher than her $25 damage charge at $68.17. The carpet cleaning charge on the final account statement is warranted based on the condition of the carpet when the unit was turned over to The Gardens' management. 

  I recognize that ***** ******** does not agree with the damage charges she received but GoldOller believes these charges to be fair and warranted. 

  Business Response

  Date: 03/05/2025

  Good Afternoon
  
  Upon further review of this account I found no documentation to support the claim for a full refund. Regarding the refrigerator handle, there was never a time that a service request entered for a broken handle during ***** ********' residency. After she vacated the apartment a new handle was ordered at a cost higher than her $25 damage charge at $68.17. The carpet cleaning charge on the final account statement is warranted based on the condition of the carpet when the unit was turned over to The Gardens' management. 
  
  I recognize that ***** ******** does not agree with the damage charges she received but GoldOller believes these charges to be fair and warranted. 

  Customer Answer

  Date: 03/05/2025

  [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: 22875924
  
  I am rejecting this response because:

  Again, by Ohio law (Section ******* of Ohio's Revised Code) states, and I quote:  "Any security deposit in excess of fifty dollars or one month's periodic rent (which was $1,341 = base rent + fees), whichever is greater, shall bear interest on the excess at the rate of five per cent PER ANNUM if the tenant remains in possession of the premises for six months or more (which I have), and shall be computed and paid annually by the landlord to the tenant."  5% of $1,341 = $67.05.

  The rugs were in decent condition when I left the premises. I refuse to pay because I cleaned those carpets AFTER the person I hired... they were deep cleaned twice.  If anything, those rugs have suffered normal wear-and-tear,. If they were in such horrible shape as you claim, I want solid proof. I want to see in what conditions they were in, and I will reject random pictures. SOLID PROOF!

  The total owed now is actually $292.60.  I will be seeking counsel if needed.
  
  Regards,
  
  ***** ********
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 03/06/2025

  Hello

  Please confirm your current address. I will have a new check delivered via ***** next week. 

  Customer Answer

  Date: 03/07/2025

  [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: 22875924
  
  I am rejecting this response because I want to ensure I am paid & I require a copy of the check before closing this case.

  My updated address, as Gold Roller is requesting, is:

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

  Pickerington, OH 43147

  Thank you.

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

  
  

• Initial Complaint

  Date:01/14/2025

  Type:Facilities 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.

  Hello I hope this message finds you well. I am writing to follow up on my previous communications with ******* from the Village of the Wildwood regarding the urgent heating repairs needed in ************************. Despite my numerous attempts to address this issue, as of January 3, 2025, the situation remains unresolved.The apartment I am currently renting has become unlivable, with outside temperatures dropping to 12 degrees Fahrenheit and the temperature inside the unit falling below 65 degrees Fahrenheit. Given these conditions, I regret to inform you that I will need to relocate until the heating issue is resolved.If this matter is not addressed by January 10, 2025, I understand that I have the legal right as a tenant to withhold all rental payments or establish an escrow account for the month of January and subsequent months until the issue is resolved. Additionally, my electric bill has skyrocketed to nearly $300 due to the furnace failure, which was inspected and confirmed by property maintenance on January 8, 2025.Currently, I am resorting to using my stove for heat, which poses both a fire hazard and significant inconvenience. Furthermore, I have not been offered any alternative heating solutions or options for onsite relocation during this time.This email serves as a final notice for both tenant and landlord records, which may be relevant in any future civil proceedings.Thank you for your prompt attention to this matter. I look forward to your immediate response.

  Business Response

  Date: 01/22/2025

  Thank you for bringing this to our attention. Upon learning of the heating issue, our onsite staff arranged for a contractor to inspect the furnace. Due to the unit's age and difficulty sourcing parts, a full replacement order was approved, which was scheduled for installation on Tuesday, 1/21/2025.
  We have been in constant communication with the resident and informed of the timeline of progression. The resident has been understanding and we agreed that any submitted receipts for the heaters he purchased would be applied as a credit to his account. We remain committed to addressing concerns promptly and ensuring our residents satisfaction.

  Customer Answer

  Date: 02/01/2025

  [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: 22808221
  
  I am rejecting this response because: the promise to reimburse for heaters has still not been met nor the $200 credit which was promised by management. (******)
  
  
  Regards,
  
  ***** ********
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 02/12/2025

  Good afternoon

  The proposed resolution was a verbal conversation. We have asked for Mr. ******** to come to office to sign supporting documents in order for the concessions to be given. The Community Manager also informs us that the **** unit has been replaced and is working as it should. 

• Initial Complaint

  Date:11/26/2024

  Type:Facilities 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.

  Property neglect!

  Business Response

  Date: 12/20/2024

  Dear ********,
  Thank you for bringing these issues to our attention. We sincerely apologize for the inconvenience and distress caused by the recent problems in your building. Your concerns are important to us, and we are committed to resolving them promptly. We acknowledge the inconvenience caused by the laundry room being out of service due to a ceiling leak. Our maintenance team is actively working to repair the ceiling and restore the laundry room to full functionality as soon as possible. We understand the significant challenges posed by both elevators being out of order and we are expediting the process to minimize disruption. We are in the process of upgrading the lighting in the garage to provide adequate illumination and enhance safety for all residents. Proper trash disposal is crucial for maintaining cleanliness. We are implementing stricter protocols and increasing the frequency of trash collection to address this issue effectively.
  

  We appreciate your patience and understanding as we work to resolve these matters. Please be assured that we are taking immediate action to improve the living conditions in our building. If you have any further concerns or require additional assistance, do not hesitate to contact us directly.
  

  Sincerely,
  GoldOller Critical Support Team

  Customer Answer

  Date: 01/02/2025

  Hi, unfortunately, I missed the last email. The vantage has not completed the work that was needed. The laundry room is still out of service. The elevators are still not properly functioning. The lights in the garage are still out. These things have been an ongoing issue for months. The trash is still left all over the garage. It 

  Customer Answer

  Date: 01/02/2025

  
  
  Hi,
  
  I wanted to follow up as I missed your last email. The ******* team has not yet taken the necessary actions to resolve the ongoing issues. The laundry room remains unusable, there are still missing lights in the garage, and the elevators are not functioning properly. 
  
  These matters need to be addressed promptly.
  
  Thank you.
  

• Initial Complaint

  Date:11/21/2024

  Type:Product 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 Better Business Bureau,I am writing to express my deep disappointment with Gold Oller Properties regarding the non-return of my security deposit. I vacated my rental property on June 1st, 2024, and despite multiple attempts to contact both the physical property management and corporate offices, I have yet to receive my refund.I have reached out to Gold Oller Properties multiple times from July 2024 until October 2024 through various channels, including phone calls and emails. Unfortunately, my efforts have been met with little to no response. Additionally, I have been directed to a third-party administrative company, ***, who has informed me that they can only send messages to Gold Oller Properties and cannot receive any direct communication. This lack of direct communication and accountability has been incredibly frustrating.I am hopeful that the Better Business Bureau can assist me in resolving this matter promptly. I believe that fair and ethical business practices should be upheld, and I trust that your organization can help ensure that Gold Oller Properties fulfills its obligation to return my security deposit.Thank you for your time and attention to this matter.

  Business Response

  Date: 12/03/2024

  Hello there Miss ******, thank you for reaching out and bringing this matter to our attention. We have reviewed your account and have provided you with a copy of your lease agreement and Final Account Statement prepared and sent to you on 6/10/24. You did not have a security deposit on file which is why you did not receive any reimbursement via mail. We hope this offers clarity but if you have additional questions or concerns, please do not hesitate to reach out. Enjoy the rest of your day!

  GoldOller Critical Support Team

• Initial Complaint

  Date:11/19/2024

  Type:Order 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.

  For months I have reached out to this company regarding multiple concerns and It has taken multiple attempts of me reaching out and finally placing rent in escrow to get partial movement. I have asked multiple times regarding a lease agreement and was told they could not offer me a lease because my rent was in escrow and I was reassured that upon repair and escrow release new options would be generated. Due to their failure to communicate and follow up appropriately and after multiple requests regarding next steps I made the decision to vacate the unit. My accounts still have not been rectified and Novembers rent was placed in the escrow account again due to this business not fulfilling their obligation to keep things repaired and in working order. I am no longer comfortable in this environment and I wish to end the relationship with this business as they have not in good faith honored their agreement. The overall upkeep of the grounds is awful, dead mice are left on the ground unit, the garage smells awful due to trash, glass and trash left in the garage and trash chutes, we were without working washers and dryers almost a year, the outdoor pool and sauna had been out of order for months, the fitness gym was without air condition an entire summer, I was without central air mist if the summer and was required to contact the city building commission who found them negligent, their contractors entered my unit without 24 hour notice to paint a closet door and got paint on my belongings among a number of other issues. My current lease ends tonight and I would like to end the relationship with this property without penalty as I have just cause to leave. This has been an extremely stressful and anxiety provoking situation.

  Business Response

  Date: 12/23/2024

  Good morning. I contacted ******* **** today at 11am regarding this complaint. We are working through a resolution and plan to have this resolved amicably by 12/27/24.

• Initial Complaint

  Date:11/17/2024

  Type:Facilities 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.

  Since last year when Gold Oller took over the management of our apartment ****************** have had nothing but issues. We have dealt with anything from leaking roof, A/C going out and now tenant issues. The other items were resolved as quickly as possible however the most recent events have been brushed under the rug. We have notified the complex of numerous "additional" Tenants and suspicious activities from our neighbors. The complex knows these tenants sublease and we have informed them of the "numerous" different people coming in and out of the apartment. Not only are there more than the normal amount of tenants but they are not following lease terms. Majority of the people coming and going are smoking around breezeway, near door and near our apartment. This is now causing health concerns and safety concerns due to possible fire hazard. We have sent proof of the smoking to them which they ignore. We recently noticed an influx of people between the hours of 9 pm - 4 am in the morning. They come and go at all hours of the night. We are almost to the point of calling police. This complex is ignoring their lease terms and would still require us to give 60 day notice and pay to break lease. We wish to be able to break lease without having to pay with a reasonable time to move out.

  Business Response

  Date: 12/05/2024

  Dear ********* *****,

  Thank you for bringing your concerns to our attention. We sincerely apologize for the issues you have experienced, and we appreciate your patience as we work to address them. Regarding the tenant issues you mentioned, we want to assure you that we take all reports of lease violations very seriously. We have taken appropriate action to address the subleasing and smoking violations you reported. Ensuring the safety and comfort of our residents is our top priority, and we are committed to resolving these matters promptly. We understand your desire to move out without incurring the buyout fee. As per the terms of your lease agreement and lease contract buy-out agreement attached, a 60-day written notice is required. To avoid the $3,322 buyout fee, please submit your 60-day notice no later than December 22nd, as your lease expires on February 22nd, 2025.

  We value your residency at ************** and are here to support you. If you have any additional concerns or need further assistance, please do not hesitate to contact us. Thank you for your understanding and cooperation.
  

  Sincerely,
  GoldOller Critical Support Team