Complaints

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

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  Optimum Real Estate Management

  2270 Bell Ave Des Moines, IA 50321

• 

  Optimum Real Estate Management

  PO Box 71274 Clive, IA 50325-0274

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:03/10/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I live at *********** and the place is a mess. Management comes and goes. Need to speak to anyone above the property manager to make a complaint? Good luck they never answer the phone number posted on their website nor the number management provides. Theres dog p*** everywhere. Trash everywhere. The property manager is rude. We had to go without heat twice this winter. When the temperature was in the negative. Management could not have cared less about it. I had been speaking to a previous manager about canceling the late fee due to my pay schedule. She disappeared so I asked the new one and she wouldnt even have a conversation about it. RUDE! RUDE! RUDE! Ever since then management has been harassing me about paying rent late. Its not crazy late either our grace ****** goes until the 5th and I pay on the 10th. Ive lived here 2 years and no other manager has harassed me like this. If anyone in upper management sees this feel free to reach out. Im a tenant at *********** in 7608.

  Business Response

  Date: 03/27/2025

  To Whom it May Concern,

  We appreciate the opportunity to respond to this complaint regarding Elm Village Apartments. The resident moved into the property on March 15, 2023, after signing a legally binding lease agreement.

  We would like to address the concerns raised:

  Trash and Pet Waste: At no point prior to this complaint did we receive any reports from the resident regarding excessive trash or pet waste on the property. We take property maintenance seriously and encourage all residents to report concerns so we can address them promptly.

  Heating Issues: The resident has never submitted a work order or complaint regarding a lack of heat. The only heating-related work orders we have on file from this resident pertain to the unit being too warm and requests for assistance in adjusting the boiler heat system. During extreme temperatures, the building's heating system did experience an issue, which was promptly addressed. We provided space heaters to all affected residents, and heat was restored the same day.

  Property Management Transitions: While Elm Village Apartments has recently undergone a management transition, we have ensured the property is properly staffed with a temporary manager until a permanent hire is made. We strive to maintain consistent communication and service for our residents during this transition.
  

  Communication and Rent Collection: Our lease agreement clearly states that rent is due on the 1st of each month, with a ***** period until the 5th, after which late fees are applied. No agreements were ever made to waive these fees, and as a property management company, we are legally obligated to follow the terms of the lease. When the resident inquired about this, we provided a clear and professional response, reiterating our lease terms.
  
  Harassment Allegations: The resident appears to be frustrated with our standard rent collection procedures. However, our actions are in accordance with Iowa Landlord-Tenant Law (Iowa Code Chapter 562A), Fair Housing practices, and the terms of the signed lease. Our communication has remained professional and in line with standard rent collection practices.

  To support our response, we have attached all text communications with the resident as well as a complete record of all work orders they have submitted since moving in. We remain committed to providing a well-maintained and legally compliant living environment. If the resident has any further concerns, we encourage them to reach out to our office directly so we can work toward a resolution.
  

  Sincerely,
  *********** Apartments
  C/O Optimum Real Estate Management DBA ARTISAN Management Group

• Initial Complaint

  Date:12/09/2024

  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.

  1. The unit was in a deplorable state upon move in, with grime, dirt, and debris. Areas under the refrigerator and stove were untouched, and the vent register was disgusting. Despite the promise of a deep clean before move in, this was not completed. I provided photos documenting these conditions, but management has failed to address them. A cleaning lady was sent afterward, but they only mopped floors and wiped counters, leaving the majority of the unit unsanitary. I was forced to clean many areas myself, including after maintenance repairs, which is unacceptable.2. The property was advertised and leased with controlled access for security, a key factor in my decision to rent. Management now claims the building does not and never has had controlled access, which is deceptive and breaches tenant trust.3. Critical issues remain unresolved after multiple visits, including the filthy area under the refrigerator, damaged flooring that has gone unaddressed for over 60 days, and an inadequate vent register replacement. Maintenance also left messes after repairs, forcing me to clean up after their work.4. Management, Regional Manager ****** *******, has given or been given conflicting and inaccurate information, such as claims that the refrigerator was cleaned when only the stove was moved, which I witnessed personally.5. Despite ongoing disputes and unresolved issues, I received a notice for non payment of rent with a late fee applied, which is unreasonable given the communications clearly and lack of lease adjustments to reflect the units substandard conditions.6. I have experienced inequitable treatment compared to other tenants, particularly regarding enforcement of property rules. When my vehicle tags expired, I was aggressively threatened with towing and given limited time to resolve the issue. Meanwhile, other tenants with similar violations were not subjected to the same consequences. Little professionalism, integrity, or accountability.

   

  This is a follow-up to my previous complaint regarding Wildewood Commons Apartments and Artisan Management Group. Despite ongoing negotiations to address unresolved issues with my rental unit I have been notified that a previously communicated rent adjustment for December has been removed without explanation. 1. The rent adjustment was related to significant unresolved issues with the unit, including: Substandard and unsanitary conditions upon move-in. Maintenance failures, including filthy conditions under appliances and damaged flooring. Misrepresentation of property standards, such as the lack of controlled access despite being advertised as a secure building. 2. I was initially informed of a reduced rent amount of $823.95 for December. However, I have now received notice of a sudden increase to $1,100.51 without any justification or explanation. This change occurred while I was actively negotiating a lease adjustment to reflect the units condition and managements failures. 3. I have also received an email from Wildewood Management threatening eviction if the full, increased balance is not paid by December 13, 2024. This is despite the unresolved issues and my good faith efforts to address these concerns. This feels unprofessional and fail to acknowledge the documented disputes. 4. Throughout this process, management has failed to provide timely or transparent communication. My concerns have been ignored or inadequately addressed, and this sudden removal of the rent adjustment undermines the negotiation process entirely This matter has caused significant stress and frustration due to managements unprofessionalism and lack of accountability.

  Business Response

  Date: 12/27/2024

  Ms. ********* moved in on October 8, 2024, and reported to the office the apartment was not cleaned to her standards.  She supplied some photos of the unit during move-in and the cleaning vendor was sent back out on October 9th to take care of the cleaning issues reported.  They originally cleaned the apartment on September 18th. She has stated under the fridge was never cleaned, a maintenance technician was sent over on November 19th to pull out the refrigerator and clean as a one-time courtesy and we would not continue to come back to clean under the refrigerator.  The maintenance technician supplied a photo for record that it was cleaned.   At this time, she is still stating the apartment is still dirty, it has been explained to her the apartment has been cleaned twice and we will not continue to enter the apartment that is being occupied to clean the apartment, and it is her responsibility to clean while she lives there.  The before and after photos for cleaning under the fridge are missing due to the number attachments allowed.
  
  The lease does not state anywhere that we have controlled access, this is not something the property currently has, and Ms. ********* has been notified that if we decide to install controlled access to the buildings,we will notify the residents accordingly.
  
  On December 13th, the flooring vendor was scheduled to fix a gap in the floor tile in the living room and inspect any other flaws the resident believes the floor to have.  They fixed the gap in the floor and reported to the office there were no further issues with the flooring.
  
  Ms. ********* was emailed all the above information and was told her rent would not be discounted and she was required to pay her rent on time, if rent was not paid, she would be charged a late fee.  She paid her balance with the late fee on December 12th the day before accounts with a balance are sent to the attorney for non-payment.  Considering she made her payment on December 12th she was not sent to the attorney, so no eviction proceedings were filed.  She was not given a rental discount.  She had a credit on her account from previous payments made.
  
  Regarding the towing notice, everyone on the property received a parking rule reminder email as during a vehicle check, it was noticed numerous vehicles had expired tags, no tags, and/or inoperable vehicles.  The email stated the property towing company would be stickering vehicles not in compliance and they had 7 days to rectify the issue,or the vehicle would be towed.  While she did get the proper tag for her license plate, to this day, she has not attached it to her vehicle, and it is laying on the floorboard of her vehicle.  Her car has not been towed.

  The attachments I was unable to attach due to the number of attachments allowed were the before and after photos of under the refrigerator being cleaned, and copies of work orders Ms. ********* has turned in and maintenance has completed.

   

  
  

  Customer Answer

  Date: 12/30/2024

   
  Complaint: 22660823
  
  I am rejecting this response because:
  I would like to address the inaccuracies and omissions in the businesss response to my complaint:
  ********** Standards and Food Safety Concerns
  The business claims they pulled out the refrigerator and cleaned underneath it. This is false. The photos I provided show only the stove was moved and cleaned, not the refrigerator. This oversight is critical because I communicated upon move-in that I require a deep clean as my children and I are severely allergic to cats, and we have found cat toys and cat food under the refrigerator. The refrigerator area remains uncleaned, despite repeated requests. This is a food safety issue that management has failed to address.
  2.Heating and Conditioning Vents
  In addition to the refrigerator issue, the cleanliness of the heating and conditioning vents was also raised upon move-in and remains unresolved. Management has not taken accountability for ensuring these areas meet cleanliness and safety standards, despite my clear documentation and communications from day one.
  3.Gaps in the Flooring
  The gaps in the flooring remain unresolved, despite managements claim that a flooring vendor addressed the issue. These gaps continue to create potential safety hazards and detract from the apartments habitability.
  4.Lack of Accountability
  Managements response attempts to shift responsibility for these unresolved maintenance issues onto me, suggesting they are personal cleaning responsibilities. However, this is not the case. Moving heavy appliances such as the refrigerator to address cleanliness issues is not within my capability as a tenant, nor should it be my responsibility. Management has refused to properly address these concerns, instead continuing to deflect and provide incomplete solutions.
  5.Misleading Advertising Regarding Secured Access
  At the time of move-in, the property was advertised as having secured building access, both on the website and in promotional materials. I provided this documentation to the leasing manager and corporate office, yet the issue remains unaddressed. Managements claim that the lease does not guarantee controlled access does not absolve them of responsibility for this misleading advertising, which influenced my decision to move in.
  6.Request for Rent Adjustment
  Given the ongoing issues, including the unresolved food safety hazard, incomplete maintenance, and misleading advertising, I am requesting a rent discount for the remainder of my lease. These issues have created ongoing stress and inconvenience for my family and me, and managements refusal to take accountability has only exacerbated the situation.
  
  
  All of these issues were documented with photos and clear communication emails from the day of move-in, which I can provide in full. Managements continued refusal to address these concerns in a meaningful way demonstrates a clear lack of accountability. Instead of deflecting responsibility, I request that they take proper action to resolve these ongoing problems.
  
  
  Sincerely,
  
  ******* *********

• Initial Complaint

  Date:01/25/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 pay $800+ in rent every month to deal with the landlord of westwood apartments who ignores phone calls and emails regarding living conditions here. *** tried reaching out to artisan management group who is owned by optum realty, as the landlord here is unreachable and they also never return calls or emails. i need to file a complaint against the landlord here to the management group but how can i do that if they dont return my calls?