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:03/17/2025

  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.

  The front door of *********************************************************************************** has been broken for well over three months. As of January 14, 2025, somebody trespassed into the building and was searching through the buildings mailbox, and proceeded to steal my bike which resided in the hallway because *** removed the bike rack, and left me with nowhere else to put my bike. While the bike should not have been placed in the hallway, it shouldnt have been at threat of being stolen, for the security of our building should be a concern for ***. Days after this, somebody stole packages from our lobby. The door has continued to not lock, and as a result, our building has continued to be the target of package theft and general trespassing. A few weeks ago, the hinge from the 1-4 door closer completely broke off, so now the door just swings open on its own. As of today, 3/17/25, more packages were stolen and it is the last straw. I have put in multiple work orders and made multiple phone calls to *** to have this resolved, but nothing but crickets from their end. They supposedly hired a contractor to fix the door last week (3/13), but nobody showed up. At this rate, I dont believe that they actually hired anybody. They are trying to sell the building, and could care less about the safety of their tenants. I, and the rest of the tenants of *******************************, should not have to pay rent to live here. Our safety and the safety of packages, some of which are medicine or other important items, have been stolen and OCF simply could care less.

  Business Response

  Date: 04/14/2025

  Hi ****, 
  
  I wanted to send over our response in regard to ***** ******* complaint. Please see below:
  
  To whom it may concern,
  
  The door has been successfully secured, and the work order has been closed. We have made attempts to contact the individual to discuss the completed work and confirm their satisfaction, but we have not yet received a response.
  Please feel free to reach out if you need any further information or assistance.
  
  --
  -
  ******* ***** | Executive Assistant
  OCF Realty | ******************************

• Initial Complaint

  Date:03/10/2025

  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.

  3/5/25 I was told by *** in order to review the lease for a potential apartment I was interested in, I had to pay a deposit of $1,550. *** never experienced paying a deposit before reviewing a lease in my past rental history. Upon reviewing the lease, the advertised promotion on the listing wasnt included in the lease sent to me. After reaching out, I was told that promotion is a marketing error and will not offered to me. I expressed my interest for the apartment based off of the promotion that was being offered. I was told I either have to sign the lease or void out the lease and receive no refund for the deposit. How is deposit able to be kept for an apartment that wasnt lived in with false advertisement. I do see that another potential tenant experienced the same issue.

  Business Response

  Date: 04/14/2025

  Hi ****, 

  
  

  See below for my response to this complaint: 
  
  To whom it may concern, 

  
  

  We have called and emailed the individual to fulfill their request and are waiting on their response to resolve this matter.   

  
  

  Please let us know if you have any further questions. 

  
  

  Best regards, 

  
  

  --
  

  ******* *****| Executive Assistant OCF Realty|******************************

• Initial Complaint

  Date:01/22/2025

  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.

  Realty/home building company sold us a new townhome in February 2024. We have since that time had extensive problems and lack of communication with the company to include:-Non functioning address now 1 year after purchase/move in -Little to no response from appropriate personnel for concerns -Delayed construction dates with no ongoing updates or information to tenants

  Business Response

  Date: 03/13/2025

  OCF Realty represents the developer of the property the Customer purchased but is not the owner or developer of the project. This project has been in progress for several years and the developer is nearing completion. All documentation required for the subdivision of the parent parcel to create the new lots was appropriately filed with the City of Philadelphia and the addresses were registered with the **************************** and are searchable in its database as approved and active addresses. While we can certainly appreciate the Customer's frustration, OCF is not able to resolve any difficulty they are having with third party delivery services. 
  
  --
  -
  ******* Speak | Executive Assistant

  Customer Answer

  Date: 03/13/2025

  [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: 22845145
  
  I am rejecting this response because:
  While OCF is deflecting to third party difficulties, the reality is the primary problem with the address is that our address references a pedestrian street, League Court that is remains incomplete nearly a year beyond the estimate provided at the time of purchase. The inability to utilize or map the address relies entirely on the completion of this street as a usable walkway for deliveries. It is the delinquency of the construction of said street that is the primary reason for the concern at hand. Third parties cannot label a street that doesnt exist, as currently it is merely a hazardous construction zone.  
  
  Regards,
  
  ******* *******
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:12/30/2024

  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.

  Im filing a complaint against my leasing office for several issues:1.Misleading Security Deposit: I was approved for an apartment that went off the market before I could accept. They moved me to a different unit without informing me that the security deposit would be an additional $1,710. Had I known, I would have chosen a different unit.2.Unauthorized Maintenance Entry: I requested maintenance and asked them not to enter without me due to my new kitten. They entered anyway, completed only part of the work, and some issues remain unresolved.3.Parking Garage Code Removal: Residents could previously use a code for easier access to the parking garage. Now, the owner removed this access, forcing paying residents to use a much less convenient entrance.4.Unauthorized Door Entry: On Dec. 21, someone used a code to unlock my door without my permission while I was home. The leasing office has not resolved the issue despite my complaint. I plan to file a police *************** Dispute: Upon signing my lease, I was told I could use a credit toward rent as I wished. Later, the owner changed this without notifying me, spreading the credit across my lease term instead.These actions show a lack of transparency, security, and accountability from the leasing office!

  Business Response

  Date: 03/06/2025

  Misleading Security Deposit: Per OCF Realtys policy, all units remain available until a deposit is received. The tenant initially applied for a unit with a $500 security deposit. Another applicant submitted their deposit first. The tenant decided to apply for a unit in a different building with a $1,640 deposit which was outlined in the application and lease agreement. The two buildings have different owners who set the deposit amounts that *** collects as the property manager. Unfortunately, *** cannot change a security deposit amount required by an owner. 
  
  Unauthorized Maintenance Entry: Per Section 11(A) of the signed lease agreement, the landlord or its representatives may enter the property at reasonable hours for inspections, repairs, showings or emergencies. The tenant had multiple repair requests and was notified of a scheduled repair. All requested repairs were completed as of February 5, 2025. 
  
  Garage Code Removal: As the property manager, OCF Realty does not determine parking garage access; these decisions are at the owner's discretion. Garage access is granted only to tenants who pay for a parking spot, and for security purposes cannot be used as an alternate front door.
  
  Unauthorized Door Entry: A licensed agent mistakenly accessed the tenants unit; upon learning of this, we communicated with the tenant, changed their access code as requested, and implemented measures to prevent unauthorized entry in the future.
  
  Credit Dispute: As property manager, OCF Realty does not determine rental credit distribution as these decisions are at the owners discretion. While the way the credit is distributed can not be modified, the credit offered to the tenant is being fully honored as documented in the addenda to their lease. 
  
  We are going to reach out to the tenant directly tomorrow as requested.

  Customer Answer

  Date: 03/16/2025

  I have not been contacted by anyone unless Im mistaken!!! This should not be closed !

  Customer Answer

  Date: 03/17/2025

  The last time I was contacted by you all you said there was no response from the company. You all have not reached out to me since, neither has the company. What is happening???!!!!

  Customer Answer

  Date: 03/21/2025

  Dear Better Business Bureau,
  
  
  
  I appreciate OCF Realtys response; however, their reply does not fully address my concerns, nor did they follow through on their commitment to reach out to me directly. Given their failure to communicate as promised, I request that this case remain open until a genuine resolution is provided.
  
  
  
  Misleading Security Deposit OCF claims that I applied for a unit with a different security deposit, but this is not accurate. My application was transferred, and I was never presented with paperwork outlining the new deposit amount beforehand. The only reason I discovered the additional fee was because I noticed it on my account and had to ask about it. Had this been communicated transparently, I would not have proceeded with this unit. Their response does not acknowledge this failure in disclosure.
  Unauthorized Maintenance Entry OCF states that their lease agreement allows for reasonable entry for inspections and repairs, yet tenants are explicitly asked whether they allow entry without being present. I selected No, meaning I did not consent to entry in my absence. Despite this, maintenance still entered without an emergency justification. Furthermore, while *** claims all repairs were completed by February 5, 2025, this is incorrectmy window repairs remain unfinished.
  Garage Code Removal & Security Concerns OCF deflects responsibility by stating that garage access is controlled by the owner. However, the real issue is that I was told someone unauthorized gained access to the building code. This is a major security risk, yet their only action was to restrict tenant garage access while continuing to send towing notices for unauthorized vehicles. Their response does not clarify whether any meaningful security measures were implemented.
  Unauthorized Entry by Leasing Agent While *** admits that a licensed agent mistakenly accessed my unit, they fail to explain how this breach occurred or what steps were taken to prevent future incidents. Their response does not address the seriousness of this violation, especially as a single female living alone.
  Failure to Follow Through on Communication In their response, *** stated they would reach out to me directly. This did not happen. This is exactly the issue I have repeatedly raisedOCF consistently fails to communicate important information, forcing tenants to chase answers.
  
  
  
  
  Given that *** has yet to provide a real resolution or even follow through on their commitment to contact me, I request that this case remain open until they take genuine steps to address these concerns. I expect a clear response on how they plan to correct their communication failures and ensure tenant security moving forward
  

• Initial Complaint

  Date:10/07/2024

  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.

  I applied to a one bedroom apartment with this Realty company @ **************************************************************************** on 10/2/2024. I was told via text from ******, the showing agent, on 10/3/2024 that I'll be receiving an update within 5 business days. I then received a denial email stating that I was not approved on 10/7/2024 and it stated that if I wanted a copy of my credit report I would need to request it via email. I emailed them back asking for a copy of my credit report and then I called the same day, 10/7/2024, to ask to speak with the person in charge on denials because I wanted to know the reason. The lady at the reception told me that ****** would be the one handling that and she told me that she wasn't at her desk so to email her the information. I emailed ****** around 10am and 3 hours went by without a response. I then just called back around 1:35pm and the same lady at the reception answered and told me now that ****** is not in today. Before that, when I tried calling the office from my number that I applied with *************) the call was going straight to voicemail as if they blocked my number. I then was able to get through from my other phone number which is weird and fishy. Now, they're giving me the run around saying ****** is now not coming in the office. This company has been a disappointment. If you're going to deny someone, at least tell them why. I spoke to ****, the reception manager, and he states ****** is out and she's almost always in meetings and he was no help either. I would like to speak with the owner to get this resolved. No one would understand what it feels like to having to start a new job in a new city and you're needing a place to stay asap. Treat everyone with respect. If you required a certain criteria for leasing, it should have been more specific.

  Business Response

  Date: 10/24/2024

  We always strive to pick up every incoming phone call but unfortunately, there will be times we are unable to, however we try to reply to all messages within 1 business day. As the property manager, OCF Realty communicated that the owner decided not to move forward with the applicant's application on Monday, October 7, 2024. At 10:16 am on the day the applicant was notified, the applicant requested a copy of the credit report and we fulfilled their request at 1:46 pm that same day. The applicant called requesting further clarification on the owner's decision, which we emailed that same evening. 
  

• Initial Complaint

  Date:10/02/2024

  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.

  *** is a landlord managing the building in which I live. On 7/14/2024 the building was struck by lighting causing a failure of multiple systems (elevator, most lights, door locks, etc.), all of which have been reported by tenants to ***. In the time since, *** has failed to do more than replace some of the broken lights but has accomplished no other repairs. The elevator has been down ever since with no progress (other than multiple claims over the weeks that it is about to be fixed only to have that extended a few days later). Additionally, despite it being in our leases that the landlord is responsible for trash removal, they have failed to do so consistently which has caused insects such as ants, fruit flies, cockroaches, and cotton moths to begin infesting the building.I've made multiple complaints to OCF with very little to show for it; additionally I know other tenants have also complained with no luck as well. At this point, we just want our building to be restored to the level of livability that it had prior to 7/14/2024 but we are having no luck getting OCF to actually do that.

  Business Response

  Date: 10/16/2024

  OCF Realty has resolved all of the repairs in the building. As the property manager, OCF Realty is working with the tenant and the owner on the tenant's requested resolution. 

  Customer Answer

  Date: 10/17/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22370438, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  Drake Dodson
  
  
  

• Initial Complaint

  Date:08/27/2024

  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.

  We are under contract to buy a home from OCF Realty and they have now delayed the delivery twice. Our original close date was July 3rd. The close date was pushed to September 20th and we learned over 2 weeks ago that we are delayed another 30 days. We are selling our house on 9/20, as we had agreed on that date. We understand that construction can be unpredictable as this is what I do for a living as well. That said, in order to keep plan our lives and the life of our 2.5 year old child, we simply asked for some answers. To date, we have not been able to get any meaningful information and we do not know whether we need to find housing for 30 days, 60 days, 90 days or longer. We do not know why the home is delayed and we do not know when they expect our closing date to be. We have simply been asking for these answers. *** (the sellers agent) has been responsive but has indicated that even she has not been able to get ahold of the developer. We simply want answers so we can plan our lives as we do not have a home starting in 3 weeks.

  Business Response

  Date: 10/16/2024

  OCF Realty is the listing agent of this property, but not the Seller. We very much appreciate the buyers' frustration and are doing our best to share information as it becomes available to us. We have recently completed a conference call with the buyers and their agent at which point we were able to identify a plan for housing for temporary accomodations and a timeline for construction. We will continue to share information as it becomes available and look forward to selling a beautiful new home for them. 
  
  Thank you in advance!

  Customer Answer

  Date: 10/16/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22205263, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  Brett Goldenhorn
  
  
  

• Initial Complaint

  Date:08/23/2024

  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.

  During mid-July, a storm knocked out some electrical capabilities to the building where I and 9 other tenants reside. LED lights went out and other electronic functionality was severed. For over a month, I had a single functioning light bulb in each of my rooms. There are still hallways which are not lit. It took a month to fix the lightbulbs. The trash was also not picked up for over three weeks. As a result, even though trash service has resumed (although not with regularity) the entire building is now infested with fruit flies. The elevator continues to be out of service with no update on when it might be fixed. I've called, emailed and submitted work requests. No one calls back even when I leave message. Other tenants report similar experiences. We believe that the company is actively avoiding us.

  Business Response

  Date: 10/16/2024

  OCF Realty has resolved all of the repairs in the building. As the property manager, OCF Realty is working with the tenant and the owner on the tenant's requested resolution. 

• Initial Complaint

  Date:05/07/2024

  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.

  I am moving out at the end of the month so my unit is being shown to potential tenants. Twice now my front door has been left unlocked and open for 11+ hours following tours I could not be present for. The first time this happened I was promised it was a one-time mistake but now it has happened twice and there is "nothing that can be done," according to their management. I was told I should just be happy that nothing was missing when I got home. I pay nearly $1500 a month for this apartment just to come home late at night to an unsafe situation.

  Customer Answer

  Date: 06/11/2024

  I have not heard from the business since filing the complaint. 

  Business Response

  Date: 07/09/2024

  We apologize for the inconvenience caused by the unlocked door incidents. We have reached out to the tenant and left a voicemail to connect further. Additionally, we have implemented additional measures to prevent such occurrences in the future.

• Initial Complaint

  Date:03/07/2024

  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.

  Our unit is riddled with wall and ceiling cracks , faulty dryer, broken garbage containment unit , broken oven,windows that are incapable of closing and other issues. I have been attempting to get in contact directly with *********************** because opening work orders resulted in absolutely NOTHING being fixed. We have dealt with repeated lies about entering our unit to either coordinate, inspect or repair and none of the events reported have ever taken place. The most recent meeting we have had with an employee of OCF was to make a list of the items in our unit that needed to be repaired which resulted in absolutely nothing. We are leaving our unit due to safety concerns in addition to poor maintenance and are being penalized because of an inspection that did not happen in our unit. We have been trying to get our unit taken care of for more than 7 months with OCF and our request were either closed or ignored. I have attached photos and have requested an internal maintenance complaint inspection with Philly311. We have been tenants at The ****** for almost 3 years and we wish we weren't leaving on such negative terms. During the most recent maintenance visit ( December 18th 2023 ) , their technician suggested that the building may have structural issues that could eventually develop into larger issues. We found out 2 months later that the inspector said our building and units were safe. However, the inspector did not enter our unit and OCF Realty refuses to show the documents proving this inspection happen. I strongly believe that's they are not being honest with their tenants. We should not be charged for leaving because of their failure to take care of unit. Since mentioning to them that we were leaving they have attempted to fix the problems to make preparation for the new tenants. Which brings to light that they are only in business to make money not take care of existing tenants. This is a pattern with this company. ( See comments below )

  Customer Answer

  Date: 04/12/2024

  Good Morning,
  OCF has not yet responded to anything but they were able to send a bill which is attached. They are ignore all of my emails and neglecting to keep me updated on the process to resolve this issue. I am at the point that I believe they are trying to scam me and my fiancee out of our money through ignoring this situation.  This is also a pattern with this company. 

  Business Response

  Date: 06/13/2024

  Hi ****, 
  
  Thank you for reaching out. Please see below for our response: 
  
  Thank you for taking the time to reach out and share your experience and concerns. An engineer assessed the building and confirmed that there were no structural deficiencies. Separately, we apologize for the delay in processing your other maintenance requests and are providing a credit of $1,959 because of the inconvenience and delays in resolving your maintenance issues.  
  --
  -
  ******* Speak | Executive Assistant