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:01/30/2025

  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 optivo group specifically breakwater studios. Jacksonville, Florida **** ******* ****.
  Has brought nothing but problems since I moved in first: There is black mold that keeps growing back. when you call maintenance to have a request put in. They come clean it with bleach and a couple days later the mold grows back not only that, the rent is continuously fluctuating prices and adding new fees when repairs have not been made. I turned on my shower and my toilet started overflowing. My outlets keep sparking and blacking out the whole apartment.
  As well as flooding from the toilets, flooding the apartment.
  When you call the after hours Maintenance line, no one is never available called 3 times in a row. January 29th, starting about 945 about a flooding issue, turning on the shower and water coming out of the toilet overflowing and flooding the apartment. No return phone call. Left 3 messages in that time. Please help or assist on how to handle .

  

  Business Response

  Date: 02/07/2025

  Ms. ****** has only had 1 work order for this issue (please see attached).  She has not spoken directly to Manager Mrs. ****** about this or anything else as she would have been offered a humidifier and advised on the steps to take to prevent this mildew issue from happening again per the health department directions since mildew is considered a tenant issue according to the health code in the State of Florida.  Maintenance has taken care of the issue in which she put a work order in for December.  We would prefer if she reached out to property manager directly regarding this as the PM have not had the opportunity from the tenant to address firsthand.
  

• Initial Complaint

  Date:10/11/2024

  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 signed a one year lease with another property management company in July 24. Optivo group came in in August 24. My move in special has been refused to be applied even though I have submitted paperwork. I have had problems which started in September 24 where I was told to go to ******* or other places to pay them for paying rent to Optivo Group. Well the ATM didn't disburse my funds so I had to file with my bank and I had the bank email me and Optivo Group LLC. I paid August by the end of the month and I have been having problems since them. I signed a promissory note in September 24 and was told it would be drafted that day never. September 25th i because of health issues became unable to drive. Keep in mind i have to drive to get my rent paid at retail stores. I don't drive anymore. I have been trying to pay since September and management has refuse to offer any help to get my rent paid. She has threatened me with an eviction and I have told her this is what she really wants to do anyway. Optivo Group LLC has been harassing me by having maintenance and a couple of residents watch me. They have put holes in the ceiling so they can hear see smell whatever is going on in the unit. I told management and I have called corporate nothing has been done. I have All correspondence to and from management if needed.

  

  Business Response

  Date: 10/14/2024

  *** ******** has been aware of the outstanding balance. A payment arrangement was made and signed by the resident in which the resident did not comply. We have exhausted our ways to help the resident leaving us no other choice but to refer to eviction for unpaid rent balance.

  Customer Answer

  Date: 10/15/2024

  Move in special not applied. Management refused. Management refused give me away to pay rent since I don't have access to the portal and I don't drive due to health issues and my lease is $800 a month not $870. I owe for September and I did sign the promissory note and was told it would be drafted. It wasn't. I am emailing the other documents. Management wants to evict me and have said it before and she has put resident's in my business 

  Customer Answer

  Date: 10/15/2024

  
  
  

  [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 Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because:I have tried numerous times and I can't seem to get any responses. I can't pay on the portal because they or the system tried drafting to many of my attachments of my account. So I have to use a payslip which means I have to go pay to pay rent. I don't drive due to health issues. I signed the promissory and was told it would be drafted on the date never was and I have sent numerous messages and I have the proof. I have been harassed and my business has been spoken to another resident. I have called numerous times to corporate nothing has been done. I told management I would get caught up once the ledger was corrected to reflect the 2 months rent of $800 and my move in special still haven't been applied. Management refused to apply and refuse the request to vacate because she wants to evict me and look like she's the big person. I have tried and no one has helped. I need to send proof but I can't attach them here. 

  
  

  Regards,

  
  

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

  
  

  
  

  
  

  
  
  

  

  Business Response

  Date: 10/17/2024

  *** ******** Move in Special has been applied as well as the late fees has been waived in order to assist her during these difficult times. attached is a copy of *** ********'s ledger showing her move in concession applied and late fees removes as a curtesy. 

  *** ********'s is responsible for the remaining outstanding balance in her account. This balance needs to be satisfied urgently in order to avoid further delinquency action.

  Customer Answer

  Date: 10/17/2024

  I can have the $1300 paid by the 27th of October if that's not a problem. Due to the storm and paying application fees for other properties and rides to and from the doctor. I can do that i promise. I just need help. 

  Customer Answer

  Date: 10/17/2024

  
  

  24 Hour Notice

  
  

  
  

  10/14/2024

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

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

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

  
  

  *****

  
  

  
  

   

  Our records indicate that you have an open balance.

  Your rent was due on OCTOBER 1, 2024. 

  NO PARTIALS PAYMENTS WILL BE ACCEPTED. 

  You need to come to the office within 24 hours of this notice and pay your open balance of 2,107.00 IN FULL. Failure to do so will give us no option but to send your file to our attorneys to begin the Eviction process. This is a serious matter and needs your immediate attention.

   

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

  
  

  Thanks,

  Property Manager 

  
  

  I received the response back from the management company. Optivo Group LLC with the corrections. I did a response on the BBB site and explained i had to use the money I did have before the storm for food medicine a safe place and rides to and from the doctors. I stated i would pay the $1300 by 27th. Management won't accept partial payment. So I will have the entire amount that Optivo Group LLC asking in the response. I have repeatedly stated the manager doesn't like me and have said she would get me out of here. She has refused to let me out of the lease because she doesn't want me to move elsewhere due to her having to evict me. Here's the response from her 

  Show quoted text

  
  

• Initial Complaint

  Date:10/01/2024

  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.

  ****** is a great salesperson but ultimately forced my wife and I into signing despite us wanting to see the place first. After paying the deposit and signing, he invited us to come by and check out the place. Upon arriving in Jacksonville, the leasing office was closed and our time was wasted. We frantically tried to call ****** and text and email but to no avail. He responds two days later saying he will be back Monday Sept 30. What was the point of wasting our time? It left a bad taste in my mouth. So many red flags, then even ****** decided to change the welcome letter to a different apartment that I did not agree to, saying "You guys will love it". However we never got to see the place and despite numerous requests to back out over email and text and voicemail, ****** ignored all of it. It is a very scammy business. This is why I did not want to set up *** yet or pay the credit risk fee UNTIL I saw the place first. Most landlords prefer the tenant sees the place first, but when it comes to Optivo and San Marco Village, clearly they are just good at aggressively making a sale and lying about the condition of the apartment. I WANT THE LEASE TERMINATED, NULLIFIED, AND VOIDED. AND MY DEPOSIT RETURNED FOR WASTING MY TIME.

  

  Business Response

  Date: 11/05/2024

  For complaint number#************-Mr. ******* **** made the Security Deposit payment through the Appfolio portal. We received a notification from Appfolio informing us the electronic payment has been reversed due to non-sufficient funds. This leaves Mr. **** with an outstanding balance for non-sufficient funds on record. Attached is a copy of his ledger, where you can clearly see that the payment was never collected from us, meaning there is no reimbursement necessary.

  Customer Answer

  Date: 11/05/2024

  
  
  

  [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 Administratively Resolved]

  
  

   Complaint: ***************

  
  

  I am rejecting this response because: Based on what they sent me, they still owe me $55 Based on the total amount of $1054 paid. Therefore Optivo owes me that difference even if the $999 was returned.

  
  

  Regards,

  
  

  ******* ****

  
  

  
  

  
  

  
  
  

  

  Business Response

  Date: 11/05/2024

  Please find attached emails,text & resident ledger

  

  Business Response

  Date: 11/07/2024

  Please let me know if you need additional information.

  Please find attached emails,text & resident ledger

   

  *********

• Initial Complaint

  Date:09/19/2024

  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.

  There is mold in our apartment. The mold has damaged our clothes, electronics, bed and more. In addition to our property damages, myself, my 7 year old and 11 month old son are suffering from upper respiratory problems, two of us are asthmatic. Additionally, I have a mold allergy and am having a physical reaction to the mold on my skin. 
  
  I have told maintenance once before, he stated there is no mold and spray painted over the vent. 
  
  This is not an acceptable living condition. 
  
  On 8-19-2024 I reported mold in the unit. Maintenance came and stated there was no mold and spray painted over our AC vent.
  
  On 9-14-2024 I reported again mold in the unit and submitted 20 photos of some of the damages the mold had caused on our property.
  
  Myself and my children are having upper respiratory problems. Two of us are asthmatic and the other is an infant. I am also having a skin reaction to the mold.
  
  Maintenance entered our unit on 9-17-2024 and shut the power off for a few hours and turned it back on. The leasing agent ***** stated he cleaned and used his mold kit but she couldn’t give me any additional information. Nothing was cleaned however there was evident he was in the AC unit closet.
  
  The mold remains. We want the problem solved and our items accounted for as we pay renters insurance.
  
  I am seeking this to be resolved. I am seeking my property to be replaced.

  

  Business Response

  Date: 09/19/2024

  Maintenance staff will be sent to inspect the unit again and repairs will be made if necessary.

  Customer Answer

  Date: 09/19/2024

  We are looking for the damages of our property to be reimbursed. That conversation has not been addressed. See the attachments of email communication between ******** and myself. Initially she refused to email me. She is very degrading when we speak over the phone so I prefer a paper trail 
  

   

  Customer Answer

  Date: 10/02/2024

  Refusing to state I am not being evicted in the letter. The letter needs to states as a tenant I have been let out of my lease with a zero balance by October 31st and will get our deposit back in full. We are being let out of our lease due to mold exposure damaging all of our property and causing health issues.

  

  Business Response

  Date: 10/08/2024

  Resident and property have come to an agreement.

  Residents ****** ****** & ****** *** agree to vacate their current residency at **** ******* ***** **** *** ************ ******** on October 31st,2024

  Agreement attached

  Customer Answer

  Date: 10/15/2024

  I do not wish to close this until my deposit has been received in full. They failed to put in the notice to vacate the reason for vacating, looking as tho we’ve been evicted. They also failed to put they will reimburse me in full my security deposit on the notice to vacate. They have uploaded the document here already. We will be out of the apartment before the 31st of October per agreement and need the deposit back in full immediately after. 

• Initial Complaint

  Date:06/26/2024

  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.

  1.Mr..******** gave his 30 day notice of move out by writing a letter on 2/1/23.He did move out on 3/31/24.2. He paid ****** for deposit for renting apartment ********************************************************************************************************Optivo Group LLC has verbally stated they were going to send him his deposit, even requesting he send his account so that the deposit would go to his account. As of 6/26/24 it has not been sent. 4. There is no dispute just verbal LIES, that he would get his money back. ******************* is partly blind and is being taken advantage of. 5. Optivo Group keep telling lies. As of 6/26/24 trying to talk to them on the phone is impossible they are rude, impatient, and liars. It should not take this long for him to get his money back

  

  Business Response

  Date: 06/26/2024

  It is our greatest interest to comply with the return of the deposit in the required time, however, it is important to note that it was not until 6/10/24 that ******************** provided the bank account where we should deposit. Anyway, the system did not allow us to make the direct deposit and the bank rejected the **** However, a check #*** was sent to the address provided.

  Customer Answer

  Date: 06/27/2024

  [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 ********, and find that this resolution is satisfactory to me.

   

  I accept the response of the stated reply from Optivo Group and looking forward for the check #*** for owed deposit. If I do not get the check, I will ask BBB to reopen my complaint. Thank you for all your help.

   

   Regards,

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

   

• Initial Complaint

  Date:01/02/2024

  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.

  I am a former resident of Optivo group. I moved out October 1st 2023. I received my disposition letter on November 13 stating a deposit was due. After several phone conversations I was asked to come into the office on 12/08/2023 to sign paperwork and give my direct deposit information. I was told then it would take 2 weeks at the longest yet today is January 1, 2024 and I have still not received my direct deposit.

  

  Business Response

  Date: 01/04/2024

  This
  is a significant misrepresentation of the situation, and we are sorry to see it
  has resulted in this response. Our team works very hard to take care of our
  residents and keep them happy and we take pride in fixing any problems that
  come up. The amount claimed is incorrect the correct amount is 685.00 and was already returned via *** confirmation ********** - this was deposited to the bank account provided by you in the move out Inspection. Please feel free to contact us and we will
  be happy to discuss any concern you have.

   

  Thank you.

  Customer Answer

  Date: 01/04/2024

  [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 would like to say I did not misrepresent anything. I did however possibly misunderstand the question regarding the refund I am fully aware $685 was due back to me and I was not arguing that amount. I did not receive notification that my refund was processed until today after I contacted the BBB. I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  
  

  
  

  
  

  
  Regards,
  

  
  

  
  

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

  
  

  
  

  
  

   

• Initial Complaint

  Date:06/21/2023

  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.

  after many attempts they continue to ignore me and hasn’t given me my security deposit that is owe to me. and its been going on 2 months.

  

  Business Response

  Date: 06/21/2023

  It is our greatest interest to provide the best service to all our clients. At Optivo Group we take each of our residents' claims seriously. In the case of Mr. we did not have updated contact information in our system. The client can contact our central office to pick up the security deposit disbursement. You can also contact us directly at 904-530-0057. I attach evidence of check.

  

  Business Response

  Date: 08/16/2023

  We are sorry that you reject our answer. In our response of 6/21/23 we asked you to come by our office to pick up the check and you refused and asked that it be sent by mail and we did so, two months after this conversation you notify us that you never received it. You can stop by our office and pick it up. Our offices are located at *** ********* Rd Suite 4*** *********** ** *****. We are open 8-12 and 1-5 Monday through Friday....

  Customer Answer

  Date: 08/16/2023

  
  
  

  [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 Administratively Resolved]

  
  

   Complaint: 20214319

  
  

  I am rejecting this response because:

  yea i will have my sister pick it up. i say mail cause i live all the way in Orange park so yes that was easier for me but it never came and i wrote yall before 2 months later informing yall it never came and call with no answer.

  
  

  Regards,

  
  

  **** ****