Complaints

This profile includes complaints for Olympus Property's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Olympus Property

  5128 Apache Plume Road, Suite 300 Fort Worth, TX 76190

  
• 

  Coronado on Briarwood (An Olympus Property)

  6000 Briarwood Ave Midland, TX 79707

  
• 

  Olympus Town Center (An Olympus Property)

  1300 Keller Parkway Keller, TX 76248

  
• 

  Olympus Waterford (An Olympus Property)

  400 Bourland Road Keller, TX 76248

  
• 

  Sundance Creek (An Olympus Property)

  3700 N. Edwards St Midland, TX 79705

  

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:12/06/2024

  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.

  The charges provided by Olympus Property staff lack full clarity and do not align with the photographs, inventory list and videos documented during the move-out process on 10/20/24 and move-in process on 10/01/2022. The carpet photographs attached to Wizards Carpet Cleaning invoice# Apto **** (i.e Carpet Stretch, Rotary Brush)appear inconsistent with my apartment, the property managers statement of when the pictures were taken, the apartment associates move out photos dated 10/20/2024; raising concerns about their accuracy and whether other pictures included in the invoice are also misattributed to unit #**** with the intent to intentionally impose financial harm on the former resident by overexaggerating the units condition for financial gain. The fees for furniture lines reflect normal wear, which is neither due to intentional malice nor negligence. Also present at the time of move in. Charging for such routine wear is unethical as it violates fair leasing practices and places undue financial burden on tenants for conditions that are a standard part of occupancy when in such cases the tenant occupied the unit for 2 years and 20 days. I also dispute the charges incurred for full painting/float of the entire unit, changing the bathroom paint color, and addressing texture imperfections. These issues are either non-existent or were pre-existing and documented at the time of move-in, as they were known to the apartment complex. Charging for these items at move out is both unreasonable and unjust, as they were not caused during my tenancy and fall under the landlords responsibility to maintain the units condition and incur full responsibility of upgrades (i.e. color changes). The charges lack of transparency and consistency in the move-out process. I have tried relentlessly to negotiate with this management team to no avail for what is fair and reasonable before taking legal action.

  

  Business Response

  Date: 12/16/2024

  Dear Ms. ********************* you for bringing your concerns regarding your move-out charges to our attention. We sincerely apologize for any frustration or confusion this matter has caused.
  We take your feedback seriously and are committed to conducting a thorough review of your account, including all supporting documentation from both your move-in and move-out processes, to ensure that any charges assessed align with the terms of your lease agreement and applicable standards.
  
  To better address your concerns and work toward a resolution, we would like to schedule a time to meet with you to discuss the details further. Please let us know your availability, and we will do our best to accommodate a time that works for you. I can be reached at ************ or via email ************************************************************************.
  
  Thank you for your patience and understanding as we work together to resolve this matter.
  
  Sincerely
  
  
  
  **** *********, CAM | Regional Manager | Olympus Property
  Office: *******************
  ************************************************************************ | 

  Customer Answer

  Date: 12/16/2024

  Complaint: 22642384
  
  I am rejecting this response because: The response provided is a general response and does not specifically address or explain all issues outlined.  I have attempted to settle this matter on numerous occasions on my own by offering to settle this bill and pay for the housekeeping, carpet shampoo and stain removal cost based on a fair assessment of the lease terms, my evidence and the information provided. I also asked for additional information from this property (I.e. itemization) with Ms ********* being looped. Both requests were denied. 

  Mr ********* first communication to me in reference to my grievance that outlined her staffs mismanagement was passive aggressive and dismissive. Therefore, Ms ********** attempt to frame her response in this forum by offering her phone number and email is without true intention to be transparent and helpful as noted by prior communication when concerns were expressed with evidence and reasonable doubt.

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

  

  Business Response

  Date: 01/07/2025

  Hello ********, 

  We have forwarded your rejection of the response to the correct parties that oversee the property and will update the portal once we receive feedback. 

  - Olympus Property

• Initial Complaint

  Date:12/05/2024

  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 writing to formally address an unresolved issue regarding a charge listed on my final account statement for my former apartment at Redstone at **************, managed by Olympus Property. I moved out of the apartment on November 3rd and received my final account statement on November 21st, which included a $100 charge for minor touch-up painting.Upon moving out, I carefully inspected the unit and observed no damage beyond normal wear and tear on the walls. Consequently, I immediately emailed the leasing team on November 21st to request evidence justifying this charge. Unfortunately, I did not receive a response for several days.On November 26th, I visited the leasing office in person to discuss the matter. The leasing agent, ******, informed me that I would need to make an appointment to speak with their manager (not the apartment manager who was in office at the time). I was assured that the managers availability would be communicated to me on December 2nd. However, as of today, December 3rd, I have not received any follow-up regarding this issue.Additionally, I attempted to contact the leasing office by phone multiple times today, only to have my calls disconnected.Given the lack of response and the continued delay, I formally request one of the following resolutions:Provide documented evidence, including photographs, that justifies the $100 charge for touch-up painting.Issue a refund for the $100 charge if no evidence can be provided.

  

  Business Response

  Date: 12/16/2024

  Hello Wangfei, 

  We have reversed the $100 charge for paint and the check will be mailed to the property at the resident's request. 
  
  Thanks!

  
  ****** ******* | Regional Manager | Olympus Property
  Office: ************** Direct: (682) 235-9106
  ****************************************************************************  

   

  Customer Answer

  Date: 12/17/2024

  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.
  
  Regards,
  
  Wangfei ****

• Initial Complaint

  Date:11/14/2024

  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.

  I am a tenant of Lux on Main, **********, ** writing to request a refund of my advance rent payment to Olympus Property following the transfer of the Lux on Main apartment to RPM Living.I pre-paid my rent and associated fees for November, totaling $1,473.22, to Olympus Property, as reflected in the bill issued by Conservice in October. However, during the same month, the ownership and management of the Lux on Main were transferred from Olympus Property to RPM Living. Unfortunately, my advance payment was not transferred to RPM Living along with the property.I have made several attempts to contact Olympus Property, both via email and by phone. However, I have not received any response to my emails, and my phone calls were only directed to voicemail with no clear indication of which department to contact for assistance.I kindly request any guidance on how I can obtain a refund for the advance payment I made, as it was not transferred to the new management company. Your prompt assistance in this matter would be greatly appreciated.Thank you for your attention to this issue. I look forward to your response.

  

  Business Response

  Date: 12/16/2024

  Hung-**** ****,
  
  Thank you for reaching out.  We apologize you are experiencing frustrations.  We sent a resident ledger via email.  It does reflect a credit on your account leading into November of 2024.  Please know that all reporting was provided to the new owners and any credits were reflected on all final reporting.  Please feel free to provide the ledger to the management office.  The new owner is responsible for account resolution.  If there is anything additional needed,the new owner can reach out to our team.

  
  Thank you!

   

  - Olympus Property

• Initial Complaint

  Date:11/13/2024

  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.

  To Whom It May Concern,I am filing a complaint regarding excessive and confusing charges from my apartment complex. Over the course of my lease, Ive been subjected to numerous fees beyond basic rent, including charges for a package room, valet trash, pest control, common area electricity, water, sewer, and various service fees. Additionally, there have been multiple move-out credits and automated adjustments that are unclear and inconsistent.Despite paying a substantial amount monthly, I am now facing a final balance that includes a $171.90 late fee, multiple charges that seem arbitrary, and a total amount due of $908.55. I believe these fees are excessive, poorly communicated, and do not reflect fair billing practices. I am requesting assistance to resolve this matter and ensure more transparency and fairness in the billing.Thank you for your attention to this issue.bringing my rent excessively more than any month i have had during the courses of lease! Also there are multiple reviews on this same exact issue about this company. (excessive move out fees)

  

  Business Response

  Date: 11/13/2024

  Hello ********, 

  We have received your concern and would like to reach out to the appropriate party to address. Can you please make us aware of the apartment community you lived at so we can move forward with assisting you? 

  Thank you, 

  Olympus Property

• Initial Complaint

  Date:11/05/2024

  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.

  Fetch **************** is an absolutely terrible service. Everyone in ********* hates them. I have been in my apartment complex, the Cielo, for 1 month and they have mishandled, lost, incorrectly delivered several packages already. They have falsely reported packages delivered to my apartment door when they took a picture of what doesn't even look to be the right package at their feet on a concrete floor.This is a mandatory fee by Cielo under Olympus Properties. I have been in to ask my management to contact the Fetch liason every day since Saturday when they lost my package. I have another today that was meant to be delivered by now, left their facility 4 hours ago 3 mi away. Signature required. Nothing. No contact. Their ONLY remedy for an extremely frequent failure of delivering to wrong buildings altogether is a potential refund. That means that they are extremely dangeorus for personal packages and effects. Under no circumstances can they be trusted with precious keepsakes. ONLY with fresh purchases, and even then nothing important or needed within a month of delivery. As loss, which is extremely frequent, I cannot stress this enough, only can be seen to after a couple weeks if they don't fall behind, with a refund of a purchase with receipt. Any insurance to guarantee delivery is null and void once Fetch accepts. That means all forms of normal package means do not protect against Fetch mishandling, and that included rapid turn around is sacrificed as well. Olympus Properties MUST end its contract with Fetch OR it MUST allow tenants to opt out of Fetch and seek their own means of secure package delivery such as a post office box.This issue ALONE is enough to prevent me from renewing a lease here when it ends.

  

  Business Response

  Date: 11/26/2024

  Dear ****,

   

  Thank you for taking the time to share your concerns regarding the Fetch package delivery service. We sincerely apologize for any inconvenience and frustration this has caused during your residency at Cielo Apartments.

   

  At Cielo Apartments, we strive to ensure that our residents receive reliable and efficient services. We recognize the importance of accurate package delivery and take concerns about lost or mishandled packages seriously. Please know that we have communicated your concerns directly to our Fetch representative and are actively working with them to address these issues and improve service quality.

   

  To further assist you in resolving your delivery issues, we encourage you to communicate directly with the Fetch customer service team. They are equipped to handle delivery discrepancies and can work with you to find a satisfactory resolution, including package tracking, status updates, and compensation processes for any mishandled items. We will continue to liaise with ***** to ensure improvements in their service.

   

  While we understand your request to change or opt out of the ************** please note that this is a community-wide amenity established to centralize package handling and improve security and convenience. We are committed to making this service as seamless and reliable as possible for all residents.

   

  Thank you again for your feedback. We appreciate the opportunity to address these concerns and work toward a better experience for you and our entire community.

   

  Warmly, 

  - Olympus Property Management 

• Initial Complaint

  Date:10/25/2024

  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.

  I was an Olympus Properties tenant from May 2023 to June 2024 at *********************************************************************************************. I had paid Olympus Properties an $800.00 security deposit. Upon leaving the apartment, I received an email from Olympus Properties on June 21 detailing the amount of money I would be refunded, which was $434.92. The refund would be sent through the mail to my new residence in *********, which I provided to the leasing office when returning my keys, and was also in the email detailing the refund amount. In July 2024, I had still not received my refund. I called the ********* location to inquire where the check was, I never received an answer. I called several more times throughout the month of July. No one ever picked up or returned my many messages. I then contacted their main office in **********, *****. I was told that my refund was lost in the mail, but they would resend to the leasing office in ********* where I could pick it up. I was told I would be notified of its arrival by the leasing office in 5-10 business days from the call. On the 11th business day, I still had not heard anything from the leasing office. So I called, I was told that nothing had arrived for me in their mail. I explained the situation, and the leasing agent told me she would call her supervisor and give me an update 'by the end of the day.' That conversation happened almost two months ago. I still have not received an update. I sent a demand letter and received no response. I have been continuously checking my mail since June 2024, and I have never received my refund. Not only have been robbed, ignored, lied to, and disrespected by Olympus Properties, but they are also breaking Arizona law. Landlords operating in ******* have 14 business days to return the security deposit to former tenants. They also must provide an itemized list of deductions, which Olympus Properties also ignored. It has been 91 business days. This is exploitive and criminal behavior.

  

  Business Response

  Date: 11/06/2024

  Hello *******, 

  We have notified the appropriate party who oversees the property of your concern and will reach out to you once we receive a response. 

  -Olympus Property Management

• Initial Complaint

  Date:10/22/2024

  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.

  We contacted the company to move in June 1st 2024 for a short term three month lease. When we filled out the paperwork it listed 4 months which we found out when we wanted to put our 30 days notice in. We moved out at the end of August and asked if we could do anything for the month of September since we wouldnt be living there and the said no. (Our bad here) we handed in the keys at the end of September and received a final bill of $542.76 on Oct 11 2024. We called several times to see what we were being billed for but were not able to get through. I called the company Olympus Billing Concierge and found out it was a collection agency. No prior communication. I was ready not happy to pay for an apartment we hadnt lived in but understood that we signed the contract, but am unhappy we got a final bill for what seems to be utilities and the fact I was sent directly to collections.

  

  Business Response

  Date: 10/30/2024

  Hello *****,

  
  On October 22, 2024, ***** ****** contacted ****** ********, expressing concern after being contacted by Central Billing. He was worried that the communication might be from a collection agency.
  
  During the call, ****** clarified that Mr. ******* account was not in collection status and that *************** is the third-party billing provider we use for final balances. She reassured him that there was no need to worry about collections at this time.
  
  Mr. ****** mentioned that he would prefer to pay the outstanding balance directly to Olympus Town Center. ****** explained that, unfortunately, once the balance has been transferred to Central Billing, all payments must be made through their system. She provided him with this information to ensure there were no misunderstandings about the payment process going forward.
  
  Mr. ****** responded positively, indicating he understood the situation and seemed content with the outcome. He did not request any additional assistance or express further concerns during the conversation.
  
  Upon reviewing our records, we found no previous calls, emails, or voicemails from Mr. ****** regarding his Final Account Statement or any questions about the balance. This call was the first contact we received from him on this matter.
  The interaction was handled smoothly, with clear communication about payment expectations and reassurance that his account remains in good standing outside of collections.
  
  
  Thank you,
  
  
  *** ********
  Senior Business Manager, Olympus Town Center
  O - **************
  E - ************************************************************************
  A - *********************** ******, TX 76248

• Initial Complaint

  Date:09/30/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband and I rented an apartment at **** in *******, ** from June 2023 to June 2024. During this time, Olympus Property took over the management. The quality of services drastically decreased with the new management. When we moved out, we were chanrged a carpet cleaning fee that was not stated in the lease of the time of moving in and there was no clause to the lease with the new company. There was no move-out inspection, however, we provided photos and videos of the cleaned appartment. Aiya argued that this is their policy to charge for carpet cleaning, however, we did not sign anything like that. The lease states that the apartment must be returned in the same condition as received at move-in. We returned it in a better condition (touch-up painted, cleaned, carpet steam-cleaned). Aiya declined the move-out in-person inspection despite the lease agreement statement and falsely accused us in leaving the apartment in a worse condition that it was before us even though Aiya was not the managemnt company at our move-in time and they also completely disregarded our provided evidence of the apartment condition at move-out. During our last conversation with Aiya, the staff member was rude and stated that she will not help us. After many hours of communication with Aiya, I finally reached out to Olympus headquarters and was reassured that the carpet cleaning fee will be paid back to me. However, it has never been paid, Olympus does not return my calls or answers messages.

  

  Business Response

  Date: 10/22/2024

  Hello Ekaterina,
  
  We apologize for the delay in refund for the carpet clean charge. There have been some staffing changes at **** that have resulted in delays.  Someone will be in contact with you soon to arrange for your refund.
  
  Thank you,
  
  ****** ******
  Business Manager
  Aiya

  Customer Answer

  Date: 10/25/2024

  Complaint: 22350368
  
  I am rejecting this response because Aiya staffing has nothing to do with the headquarters issuing a check. The check is still not issued. As soon as its done, we will be completely satisfied with the business response. 
  
  Regards,
  
  ********* *****

  

  Business Response

  Date: 11/18/2024

  
  Hello Ekaterina,
  
  Check #**** for $65.00 was cut on 10/21/2024 and sent to the address that you provided us. If you still do not receive the payment by 11/21,please contact the leasing office to have a new check reissued.
  
  Thank you,
  
  
  
  ****** Barlow | Business Manager | Aiya
  *************************************************************************
  Office:**************
  ******************************************************************** | ****************************
  

  Customer Answer

  Date: 11/23/2024

  Complaint: 22350368
  
  I am rejecting this response because we still have not received that check.

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

  

  Business Response

  Date: 12/06/2024

  Hello *********, 

  ****** ******, Business Manager at ****, has reached out to ********* regarding her refund check and has confirmed the check has been mailed out. 

  - Olympus Property

  Customer Answer

  Date: 12/13/2024

  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.
  
  Regards,
  
  ********* *****

• Initial Complaint

  Date:09/23/2024

  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 an Army Commissioned Officer PCSing to ************, ** and thought Stone Gables would be my next home. Although ******, the assistant business manager, has worked with me throughout my process of making it my home ****** has made every encounter Ive had with her disturbing at minimum. From the snooty attitude and passive aggression shes unwilling to solve problems and any complaints given to her falls on deaf ears. I signed a lease of $1570 and wasnt able to honor it. According to the lease the cancellation payment is half the rent which I am willing to pay. ****** whos unwilling to listen to the issue and who was also insensitive to anything Ive brought to her attention in the past charged me a balance way higher than what ****** and I understood. Its unethical and fraudulent to do anything against the lease I signed and at this point I wouldnt recommend anyone to stay at Stone Gables because of all the frustration that comes along with the manager. I want to pay what is agreed upon on my SIGNED lease and nothing more. Not a price on a lease I havent signed.

  

  Business Response

  Date: 10/08/2024

  Hello *****, 

  We have reached out to the appropriate party to assist with your concern and will reach out to you once we receive a response. 

  
  - Olympus Property 

• Initial Complaint

  Date:09/20/2024

  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.

  Discrimination due to age, gender & marital status. Harassment from an upstairs neighbor & ignored complaints @ the Preserve at ********************, WY *****

  

  Business Response

  Date: 09/30/2024

  Hello Kathy, 

  Thank you for your feedback regarding your
  experience with our property. We take all concerns seriously. The resident in question has an outstanding
  balance due to unpaid rent and associated fees, which was communicated to them
  prior to their departure. We made several attempts to contact the
  resident to discuss this matter and provide them with opportunities to settle
  the account. Our rental agreements clearly outline payment
  terms and responsibilities, and we strive to enforce these policies fairly. We are committed to resolving outstanding
  issues and encourage the resident to reach out to us to discuss payment
  options. Thank you for your understanding, and we hope
  to resolve this matter amicably. If there are any further questions, please
  feel free to reach out directly.

  
  
  Thank you,
  
  Amber Mauk
  Business Manager,
  The Preserve at Greenway Park
  O-307-266-0071
  E- [email protected]

  Customer Answer

  Date: 10/13/2024

  Complaint: 22311513
  
  
  
  I am rejecting this response because:
  
  
  
  Regards,
  
  
  
  Kathy Lamonico