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:09/18/2023

  Type:Sales and Advertising 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 hired BridgeHaus to be my property manager as I took a new job in Northern **********. Everything seemed to be going fine until the unit had not received any applications from prospective tenants for over a period of 35 days. Bridgehaus tried to tell me that they are seeing units taking ***** days in the market which is a complete lie.Bridgehaus told me that their PM ********************* was supposed to be hosting showings of my unit. Turns out that was not true at all, the unit was never shown by any staff of Bridgehaus and they were simply letting in tenants to for self-showings. During one of these showings, one of the tenants must have left the water on and damaged my kitchen cabinets, drywall, and flooring. Current remeditaion estimates is over $10k+ in damages and I have to file an insurance claim.I only found out about this when I finally terminated our at-will services with Bridgehaus. In the final email confirming the termination of our agreement, they casually mentioned there were wet baseboards and they had called a ************************* but canceled the appointment since I now terminated the agreement.They never once mentioned anything about this prior to me terminating the agreement, and I feel it was their way of trying to cover their tracks and get out of a situation.My entire rental property has to go through massive repairs and this has been the worst financial setback I have ever had. Every month that goes by costs me money on vacant rent plus the extensive damages from their negligence.They should be ashamed of themselves and I am devastated at making such a poor decision in working with them. They deserve to be charged for their idiocy

  

  Business Response

  Date: 09/28/2023

  Dear BBB,
  
  We appreciate the opportunity to address the concerns raised by our former client. We take all feedback seriously and regret that the client feels dissatisfied with our services.
  
  Regarding the issue raised, we understand the frustration caused by the water damage incident in the property. We want to clarify that while self-showings were a part of our process, we do not have specific information pinpointing the exact cause or timing of the incident. Self-showings were approved by the client, as part of our process, in an effort to capitalize on any interest in a fashion as soon as possible.
  
  We empathize deeply with the financial challenges our client is facing due to this incident. Our commitment to resolving the issue and our offer of support to facilitate the insurance claim process remain open. We are more than willing to cooperate fully with the client's insurance company if they decide to reconsider our assistance.
  
  At BridgeHaus Property Managers, we are dedicated to providing quality service and resolving issues promptly. We genuinely regret any inconvenience caused and remain available to support the client if they wish to engage with us again.
  
  Thank you for your attention to this matter.
  
  Sincerely,

  *******************
  Broker Partner and CFO
  BridgeHaus Property Managers
  *******************************

   

  Customer Answer

  Date: 10/18/2023

  To address your recent communication, I have heard from Bridgehaus (business I filed a complaint against), but they have not been cooperative in supplying documentation that they provided service calls to the apartment to address the issue.
  
  They are in communication, but as it relates to resolving the matter they are simply deflecting and not showing adequate effort to resolve the problem.  I have an insurance claim for damages of $16,000. I am exploring taking them to small claims court and will serve the business for the damages once we finalize the repair details.  For the past 9 days I have not received communication or reply since asking for them to show records of service requests.
  

  
  

  

  Business Response

  Date: 10/26/2023

  Dear BBB,
  
  We appreciate the opportunity to respond to the concerns raised by the complainant.
  
  In reference to the complainant's statement that we have not cooperated in supplying documentation regarding service calls, we would like to clarify that we promptly provided all relevant documents, including service call records and communications, on September 28th, 2023. A copy of the email sent to the complainant is attached for your reference.
  
  We have remained open to further discussions and offered our assistance in resolving the matter, but the complainant has declined our invitations for a conversation in an email dated September 26, 2023. Our commitment to resolving this issue is unwavering, and we are ready to engage in a meaningful dialogue to address any additional concerns the complainant may have.
  
  We believe that open communication is essential to resolving disputes, and we are more than willing to work towards a resolution in a telephone conversation. We would welcome the opportunity to speak directly with the complainant to address any outstanding issues and explore possible solutions which could provide ***** with satisfaction.
  
  If the complainant has new information to share or wishes to discuss the matter further, we encourage them to contact us directly by phone at ************. We remain committed to finding a resolution and appreciate your assistance in facilitating this process.
  
  Thank you for your attention to this matter.
  
  Sincerely,
  
  *******************
  CFO + Broker Partner
  BridgeHaus Property Managers
  *******************************
  ************