Complaints

This profile includes complaints for The Bainbridge Companies, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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The Bainbridge Companies, LLC has 11 locations, listed below.

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  The Bainbridge Companies, LLC

  12765 Forest Hill Blvd STE 1307 Wellington, FL 33414-4781

• 

  Avanti St. Petersburg Apartments

  201 4th St. South - St. Petersburg, FL 33701

• 

  Arcos Apartments

  320 Central Ave Sarasota, FL 34236

• 

  The Bainbridge Companies, LLC

  10103 Sherwood Ln Riverview, FL 33578-3662

• 

  Tuscany Bay Apartments

  12065 Tuscany Bay Dr Tampa, FL 33626-1338

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:06/17/2025

  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.

  On March 6 I applied for an apartment at the Preserves at ********* currently being operated by a company named avenue5. After applying I did not get approved. On March 6, 2025 I spoke to a leasing agent via email asking if the $225.00 hold fee will be refunded to me. As per ****** ****** email it stated verbatim Hello ******,Yes, the $225 will be sent back to your current address in the form of a check.Let me know if you have any other questions. Best Regards,****** ****** | LEASING CONSULTANT o: ************ Since this email I gave them 2 months and never received the refund. I contacted the office numerous times in the month of March. Ive spoken to ******* and *****. Both have tried to tell me the money is not refundable but stating in the email on March 6 2025 I am entitled to my money back. Since the leasing office does not call back I constantly have to call and get updates. Today, 6/17/2025 I called to again ask for an update for ***** to tell me management will call you, have a great day and hangs up on me when I was trying to speak with him. He did not let me say one word. I am extremely upset by this experience and would like to get my refund.

  Business Response

  Date: 06/17/2025

  Bainbridge stopped managing the Preserve at ********* on 10/3/2023.  The consumer needs to contact the current management company, Avenue5 Residential, as indicated in their complaint.

  Customer Answer

  Date: 06/17/2025

  This problem has been resolved and would like to cancel this complaint.

  Customer Answer

  Date: 07/06/2025

   
  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.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:06/11/2025

  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.

  am filing a complaint against my apartment complex due to excessive water charges caused by a maintenance issue they failed to resolve in a timely manner and now they are threatening me with a $75 late ****** April, I noticed my water bill more than doubled without explanation. I reported it to the leasing office immediately, and they told me they didnt know why so I withheld payment. I submitted a maintenance request and followed up in person and by phone daily, with no urgency from management. After a long delay, maintenance finally discovered the toilet was leaking internally due to an unadjusted lever, causing continuous water usage.Because of the delayed response, the charges continued to increase. YES Utility told me the situation was unfair and that the complex should adjust the bill. I was eventually given a $40 credit which doesnt even come close to covering the full excess water and sewer charges that had built up due to their inaction. Now Im being told Ill face a $75 late fee by June 13, 2025, if I dont pay a balance of $213.95 a charge I had no control over.I refuse to be penalized for an issue I reported early, followed up on consistently, and could not fix myself. My water bills were typically $23$50. Now theyre nearing $200 and the next billing cycle will only add more unfairly if this is not addressed.Ive attached screenshots showing:The charge ***** after the toilet issue That the issue began in April ***** residents in 1BR and 2BR units with far lower bills This is not just a billing error its neglect. I am requesting:A full adjustment of water charges from April to present in alignment with proper water bill trends before.Removal of the $75 late fee An detailed bill break down and adjustment from April to present.A review of billing practices moving forward

  Business Response

  Date: 06/17/2025

  Good afternoon,

  According to our records,the first documented maintenance request regarding high water usage was submitted on April 1, 2025. Our technician responded on April 7, 2025, and identified the cause as an internal toilet leak due to a misaligned lever.While this was addressed within a reasonable timeframe, we recognize that our goal is to respond within 2448 hours. As such, we issued a $40 courtesy credit for the delay.
  
  To ensure a thorough review, I conducted a complete search of our system, including maintenance records, email correspondence, and resident portal communications. There is no record of any prior work orders or messages from Ms. ******* related to a leak or high-water usage before April 1. Its worth noting that the highest water/sewer charge$163.52was for the billing period of January 24 to February 20, 2025,which is prior to any reported concerns. This indicates the issue may have existed for some time before being brought to our attention.
  
  Ms. ******* still owes $83.23 from April. She has not paid the June water/sewer bill of $107.91, and her June rent was short by $22.81. Her current total balance is $213.95. No late fees have been charged on her account.
  
  As a further effort to resolve this matter, we are offering an additional $100 credit to Ms. *************** which would reduce her remaining balance to $113.95.
  
  Please let us know if you need any additional information or documentation. We remain committed to providing fair and timely service to all residents.
  

• Initial Complaint

  Date:06/09/2025

  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.

  Resided in this residential apartment (Bainbridge **************) for over 30+ months in that timeframe, the property went under complete negligence. Property was unmaintained and had multiple unfinished construction projects still pending to this day, property is only for profit not people. Took residents money for pest control and to upkeep the property and it never was done. We experienced black mold in our home for unresolved matter of time, resulting in complete and total loss of all our personal belongings and furniture. HVAC never serviced in the 30+ months. I reached out numerous times and no answer from them to take accountability or provide additional compensation. But continues to refrain from giving my deposit with proof of keeping the unit clean, with intent for us to take a ****** reviews down. Which is public information and free speech for other potential customers to know before making a decision such as this to rent here. Overall unprofessional, poor customer care, and non-responsive to customers to resolve issues in a timely manner.

  Business Response

  Date: 06/11/2025

  We value feedback as an opportunity to improve and appreciate the opportunity to respond to this matter. We would also like to note that a previous BBB complaint was submitted April 30, 2025, regarding the issue. At the time, our team responded promptly and in good faith referenced the status of the issue and the steps we had taken to address it, but the filer did not respond or engage further. Soon following, posts were made to other online forums and our attempts to communicate we not successful.  In reflection, we have refined our effort to connect directly and constructively outside of online platforms and are currently engaged in ongoing communication.
  
  Our recent conversations have focused on listening carefully to your concerns, identifying points where communication broke down, and working collaboratively toward a meaningful resolution which will allow us to move forward separately now that the business relationship has concluded, and the residents no longer occupy the apartment home. Throughout this process, our intent has been to approach the former residents with professionalism, transparency, and mutual respect. 
  
  We remain focused on identifying a fair and constructive remedy and believe that open dialogue is the key to quickly achieving this outcome.
  
  
  

  Business Response

  Date: 06/11/2025

  Please see a revised response below:  

  We value feedback as an opportunity to improve and appreciate the opportunity to respond to this matter. We would also like to note that a previous BBB complaint was submitted April 30, 2025, regarding the issue. At the time, our team responded promptly and in good faith referenced the status of the issue and the steps we had taken to address it, but the filer did not respond or engage further. Soon following, posts were made to other online forums and our attempts to communicate were not successful.  In reflection, we have refined our effort to connect directly and constructively outside of online platforms and are currently engaged in ongoing communication.
  
  Our recent conversations have focused on listening carefully to your concerns, identifying points where communication broke down, and working collaboratively toward a meaningful resolution which will allow us to move forward separately now that the business relationship has concluded, and the residents no longer occupy the apartment home. Throughout this process, our intent has been to approach the former residents with professionalism, transparency, and mutual respect. 
  
  We remain focused on identifying a fair and constructive remedy and believe that open dialogue is the key to quickly achieving this outcome.
  
  

• Initial Complaint

  Date:06/05/2025

  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.

  Hello, we rented an apartment at 2020 ************ Apt 6307 from May of 2024 until April of 2025. The apartment was not clean, including the floors, oven, sink and balcony. We purchase cleaner and cleaned the oven and everything else. On our last day when I turned in our keys I walked the apartment with ******* and also showed her the pictures on my laptop of when we moved in.I guess ***** **** the previous tenant did not clean and if you paid a company, well obviously they did not clean either. I dont think it is unreasonable for us to ask for the cleaning fee since we done the cleaning when we moved in and when we moved out. I would like to send in pictures.I sent a message on the corporate website May 21 2025 but have not had a response.I don't feel that ****** dollars is unreasonable for us to have the clean out unit when we moved in.45. CLEANING. You must thoroughly clean the apartment, including doors, windows, furniture, bathrooms, kitchen appliances, patios,balconies, garages, carports, and storage rooms. You must follow move-out cleaning instructions if they have been provided. If you dont clean adequately, youll be liable for reasonable cleaning charges.

  Business Response

  Date: 06/13/2025

  Dear *** ********,
  Thank you for bringing this matter to our attention. We take all residents concerns seriously and always strive to address issues promptly and effectively. I have reviewed the information that you provided to the BBB.  After reviewing the Move in Inventory Form and pictures from your move in, I do see some issues that you had with the apartment on 5/3/24.  I would be happy to discuss this with you.  I look forward to speaking with you and getting this resolved. Please reach out to me **** ****** at ****************************************************************  so we can set-up a time to meet and get this resolved.

  Customer Answer

  Date: 06/20/2025

   
  Better Business Bureau:
  
  I have spoke with **** and even though there is no resolution at this time in reference to complaint ID ********, and I believe they will assist me in good faith so I will accept.
  
  Sincerely,
  
  *** ********

• Initial Complaint

  Date:04/30/2025

  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.

  We are current residents at Bainbridge ************** in *****************, submitting this complaint due to serious health and safety concerns regarding mold in our unit and poor handling of our repeated requests for help.Earlier this year, we noticed a persistent odor, health symptoms (skin irritation, chest tightness), and visible HVAC issues. We submitted multiple service requests and emails but received no response. We later learned of yet another management changeour third in three yearswhich may explain the communication breakdown. In March, we submitted a written request for an inspection and received no ******** April, we visited the leasing office to report our symptoms, HVAC concerns, and suspected mold. We purchased petri dish tests to check air quality ourselves, which confirmed mold. One resident has asthma and an autoimmune disorder, making this especially concerning.On April 14, after more follow-ups, the property manager claimed it was her first time hearing our concerns. An inspection was done that day, but it was superficialno mold testing was conducted, and we were told the apartment was livable. We paid out-of-pocket for a hotel from Tuesday to Friday during HVAC cleaning. Our cameras recorded maintenance making dismissive comments. All air vents were replaced due to black moldcontradicting earlier reassurances.We were promised documentation and next steps but never received them. Despite multiple follow-ups, weve only gotten vague responses. We still detect mold odors and have seen yellow residue seeping from our couch. We dont know if our belongings are salvageable.We are requesting reimbursement for hotel expenses, assistance with damaged items, and written confirmation that proper mold remediation was completed by certified professionals. We ask that this matter be addressed promptly and professionally before our lease ends

  Business Response

  Date: 05/01/2025

  Thank you for expressing your concerns.  It is our understanding that there is no history or work orders entered regarding your complaint.  On March 29th a work order was entered due to a smell coming from your washing machine, the drum was ordered and replaced on April 10th, 2025, when received.On April 14th, when you discussed your concerns with the property manager, a moisture inspection was completed the same day by a professional, and it was noted that your ** was off, and windows open causing moisture and humidity.However, equipment was still installed to reduce the moisture as you agreed to turn the ** on.  A thorough ** clean and duct clean was performed the next day on April 15th.  You were instructed that you could not be at home while the technician was there and several hours later only.  The air vents were taken down and cleaned as they were not replaced due to issues.  We also understand that you and the manager agreed that the recommendations and confirmation of completion were to be sent May 1, 2025.  Regarding your current concerns please reach out to the office to further discuss.

• Initial Complaint

  Date:02/04/2025

  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.

  Moved into the allure on parkway owned by **** bridge its filthy all of a sudden its one maintenance man for the who place so nothing gets fixed ****** band aids in the sink drain full of rust and mold in the drains as well hallways smell like something died I do not like this property bit want my f***** money back so bad

  Business Response

  Date: 02/13/2025

  Thank you for bringing your concerns to our attention. We are sorry to hear that your experience at The Allure on Parkway has not met your expectations. On February 3, 2025, you visited our office, and we promptly placed a work order for the issues you described.Maintenance staff has been advised to address these concerns as soon as possible.
  
  We are staffed to meet the needs of the property, and we strive to ensure that all maintenance requests are handled efficiently and in a timely manner.
  
  We understand how important it is for our residents to feel comfortable in their homes, and we are committed to resolving any concerns promptly. Please dont hesitate to reach out to the office for any further assistance or if you have additional questions.

• Initial Complaint

  Date:01/09/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  This complaint is against Bainbridge Bayview apartments at *******************************************. Ive encountered ongoing issues which remain unresolved despite numerous attempts to address them. False Information, Defamation, and Slander: Bainbridge Bayview has attempted to silence my reviews on public platforms. On *************, management falsely claimed there were "no resident complaints," which is untrue. On ******, 51% of 60 reviews are 1-star, many echoing my concerns, including poor maintenance, unresponsive management, and unprofessional conduct. Their false statement constitutes defamation and slander, misrepresenting the situation.Threatening Residents Over Reviews: Bainbridge Bayview suppresses negative feedback by threatening residents with financial consequences if they leave bad reviews. I personally received a threat from a third party after posting my ****** review, creating a hostile environment. These actions contribute to intentional infliction of emotional distress and mental anguish.Racial Bias and Discriminatory Treatment: I believe I was targeted due to racial bias, as my concerns were often dismissed. Other reviews suggest this is a recurring issue. This has caused significant emotional and mental distress.Unresolved Maintenance Issues: I faced numerous maintenance issues, including malfunctioning doors (resulting in a broken finger requiring surgery), unsanitary conditions, broken gates, and an aggressive towing policy. These issues were either ignored or poorly addressed, exacerbating my emotional distress.Further Findings: Researching online reviews, I discovered similar complaints about Bainbridge Bayview's unfulfilled promises, racial bias, and unprofessionalism. Despite attempts to resolve these matters, management continues to ignore my requests.I am seeking assistance in holding Bainbridge Bayview accountable for these unethical practices. Thank you for your attention to this matter.

  Customer Answer

  Date: 01/09/2025

  I have submitted additional evidence of the serious concerns regarding recent events. I was publicly humiliated in an apparent attempt to discredit me and prevent me from revealing critical information that could damage Bainbridge. This situation has left me feeling unsafe, and I believe further action is necessary to protect myself.
  Additionally, I urge that an immediate review of safety protocols and equipment be conducted, as I believe these issues need to be addressed immediately for the safety of the residents.
  I trust that these matters will be handled with the seriousness and urgency they deserve.
  

  Business Response

  Date: 01/14/2025

  Dear ******,
   
  Thank you for brining your concerns to our attention regarding your experience while you were still a resident at Bainbridge Bayview.  We take current and past residents feedback very seriously and we are committed to providing a comfortable and safe living environment for all our residents. 
   
  Regarding your maintenance concerns, Bainbridge Bayview follows all required building inspections and certifications. Please note that the most recent State of Florida inspection was completed on 10/31/2024 with no violations reported.  Since your complaint does not include specific dates or concerns, we will be responding based on the pictures provided with your complaint: 
  Damaged Fence The fence was damaged by ***** Construction during construction. They assumed all responsibility, and fence is scheduled for replacement once construction is completed.
  Trash Chute I believe that the picture provided is from the isolated incident that occurred on 7/22, when the chute was clogged due to residents throwing sharp objects, debris, and card boards. Since then, we have added cardboard recycle bins to the property and increased the number of pickups as needed.
  Access Control Doors We have multiple doors throughout the buildings and occasionally malfunction due to people misusing them. Specifically, during the time of your complaint, we found doors that were blocked, prompt opened, etc., which overridden the mechanism of the doors. Since then, doors have been repaired. 
   
  We welcome any further inquiries regarding this matter and confident that our commitment to provide excellent service is evident in our daily operations. 
  
  

  Customer Answer

  Date: 01/14/2025

   
  Complaint: 22790136
  
  I am rejecting this response because:

  Dear BBB Representative,
  Thank you for your attention to my complaint regarding my experience at Bainbridge Bayview. I have reviewed the companys response, and unfortunately, their reply does not fully address the serious concerns that arose during my tenancy.

  First, I would like to clarify that the companys claim regarding the repair of malfunctioning doors is inconsistent with current resident feedback. Specifically, the door inside the clubhouse continues to malfunction, and the doors outside the gym and near the dog park were frequently inoperative, which posed safety concerns, especially at night when there were homeless individuals in the vicinity. I was also informed that the clubhouse door continues to be left open to prevent management from getting locked in during potential resident tours, which is further concerning.

  In addition, I want to emphasize the severe emotional distress, physical anguish, and personal injury I sustained due to an incident involving a malfunctioning door which resulted in a broken finger, that required surgery and is still being treated with ongoing physical therapy. As my job requires extensive computer use, this injury has had a significant impact on my ability to work effectively. Furthermore, I experienced intentional cyberbullying, defamation, and retaliation for my attempts to address the issues at the complex, particularly for reporting the truth about living conditions there.
  Regarding the trash management issues, I want to clarify that the photos I submitted represent multiple incidents, including a missed trash pickup on July 22nd and July 29th, as well as a consistent failure of the trash valet service on July 2nd. I have provided documentation of these missed services, which directly impacted the cleanliness and livability of the community.
  Given the severity of these issues, I am seeking a fair resolution, including punitive damages. While I would prefer to resolve this matter amicably and without litigation, I am fully prepared to pursue legal action if necessary. This could include involving multiple witnesses, as well as potentially pursuing a class action lawsuit for others who may have had similar experiences.
  I would appreciate your help in facilitating a prompt resolution. I look forward to hearing from you soon and hope we can reach an agreement without the need for further escalation.
  Thank you for your time and consideration.

   

  Sincerely,
  
  ****** *****

  Business Response

  Date: 01/24/2025

  We are sorry that you have had a poor experience at Bainbridge Bayview. Someone will reach out to you directly to discuss your concerns.

  Customer Answer

  Date: 01/30/2025

   
  Complaint: 22790136
  
  I am rejecting this response because:

  I am writing in follow-up to the response provided by Bainbridge, in which they stated that a company representative would be reaching out to me. Unfortunately, I have yet to receive any contact from their team regarding this matter.
  I would like to reiterate that Bainbridge is responsible for creating an unsafe environment on their property. They are refusing to take accountability for a series of malfunctioning doors, which they claim were caused by a resident leaving doors open. However, I moved into the building several months after its grand opening, and the garage door on my floor never worked properly from the day I moved in. The doors were problematic from the start, and their continued failure to address these issues directly contributed to my injury.
  In July 2024, I suffered a life-altering injury after breaking my finger on one of the malfunctioning doors. This incident could have been entirely avoided had the company properly maintained the doors, which they failed to do despite multiple complaints from myself and other residents. I am prepared to go to trial, with over 10 witnesses who can attest to the company's willful negligence in failing to repair the doors and address ongoing safety concerns.
  Bainbridge is also responsible for the criminal conduct that resulted from their failure to maintain the property. These activities, which include instances of vandalism and other unlawful behavior, could have been prevented if management had addressed the dangerous conditions on the property in a timely and appropriate manner. Their negligence is a clear violation of premises liability law.
  The company was fully aware of these hazardous conditions, as evidenced by documentation such as photos, videos, and multiple resident testimonies. Despite repeated complaints to both onsite management and corporate, no meaningful action was taken to resolve the issues.
  I trust the BBB will continue to assist in holding Bainbridge accountable for their negligence and unsafe practices. I look forward to your prompt response.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:12/03/2024

  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 moved into Wildgrass Luxury apartments owned by Bainbridge on June 1st 2024. On the first day upon moving in and checking cabinets, I saw roaches, video taped and brought it up to the front office, they expressed it was probably due to the contractors getting the apartment ready and said pest control would come and it wouldnt be an ongoing issue. Everyday after that i saw more and more roaches. After 2 pest control treatments still saw more roaches. Spraying chemicals everyday , unable to even sleep there with my daughter. She started experiencing a cough and diarrhea which I am pretty sure it was due to the constant chemicals, everytime we stepped in the apartment it got worse, the conditions were just unlivable. I then expressed I would just be terminating the lease early and vacating immediately. Management was so inhumane and just unwilling to work with me. After so much back and forth We finally got to an agreement I would only pay for the days I lived there which truly was none but I agreed to pay for a months rent which equals about $1500. I told them to send the agreement for me to sign, they never sent it, I followed up, they never responded which I believe it was for this very reason.They are now coming at me months later with a debt collections of over $4000. After having to deal with everything I dealt with with them, moving twice in one month with a toddler, sleeping on friends couches and in hotels, paying deposits and just the mental tear they are still just after me, and I am in awe. I dont know where else to turn , they will not work with me. I Can agree to a payment plan for the original $1500 that was agreed on but truly they shouldnt even get that from me. They had me waste so much money and gave me a ***** infested apartment. I cannot and absolutely will not do $4000. I have photos (of the roaches), email receipts and the emails Ive exchanged with them stating our original agreement I can send. It wont let me upload everything.

  Business Response

  Date: 12/10/2024

  We take resident concerns seriously.  We have attempted to resolve the residents concern and would be happy to attempt to do so should the resident contact us directly.

   

   

  
  

  Customer Answer

  Date: 12/19/2024

   
  Complaint: 22634142
  
  I have continued to reach out even within this past week and havent received any response. It seem every person or email I try to reach is no longer available or no longer works there. I have provided my phone number and email. 
  
  Sincerely,
  
  ****** ****-******

  Business Response

  Date: 12/30/2024

  We will make corrections to your account based on the agreement, since it has been signed by you, it will be sent to the collection agency to update based on the agreement.

   

  Thank you 

  Customer Answer

  Date: 01/13/2025

   
  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.
  
  Sincerely,
  
  ****** ****-******

• Initial Complaint

  Date:11/20/2024

  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 have been reporting ongoing issues to Bainbridge regarding health and safety. I am a resident at a Bainbridge property, and am regularly subject to second hand smoke and am constantly getting sick because of it. Smoking is prohibited per the lease, but they are not doing stopping it. They ignore me most of the time. We escalated the issue to the ** of the area, but he has not responded in over a month. Additionally, doors are regularly broken, homeless people make their way into our building, people bang on my door at 3am, and it is not safe. I have been requesting Bainbridge terminate my lease and they don't respond to me.

  Business Response

  Date: 11/21/2024

  Thank you for bringing this matter to our attention. We take all resident concerns seriously and always strive to address issues promptly and effectively. I would like to respond to the concerns raised in the complaint filed against Bainbridge.
  
  Regarding the issue of second-hand smoke, we recognize the significant impact this has on our residents, and we have a strict no-smoking policy in place as outlined in the lease agreements. We continually remind residents of this policy through lease violations and other forms of communication. While we do all we can to ensure compliance, unfortunately, we cannot fully control the actions of others. However, if residents report ongoing violations, we take immediate steps to investigate and address the situation. We encourage residents to report any violations directly to our property management team so we can take the necessary actions.
  
  With respect to the broken elevators, we want to acknowledge the inconvenience this caused following Hurricane ******. Due to the severity of the storm and the subsequent damage, repairs took longer than anticipated. However, we worked diligently to restore the elevators as quickly as possible, keeping in mind the challenges of managing property repairs in the aftermath of the hurricane. We apologize for any disruption this caused to our residents.
  
  As for the concerns about security, we understand the importance of a safe living environment. Our property is located in downtown *****, an area with high foot traffic, and unfortunately, this can sometimes lead to transient individuals gaining access to the building. We have a property patrol team in place to monitor the premises regularly, but after-hours incidents can still occur. We encourage all residents to promptly report any suspicious activity to our patrol team or to local authorities, particularly if they observe anyone on the property who shouldn't be there.
  
  Regarding the broken doors and safety concerns, we actively address these issues as part of our regular maintenance and security protocols. We also remind residents that they should contact security if they feel unsafe or observe any potential threats after business hours.
  
  Lastly, we understand the frustration of not receiving a timely response. Our goal is to resolve all concerns quickly, and we sincerely apologize if our response time has not met expectations. We are committed to improving communication and will prioritize addressing your concerns moving forward. 
  
  We are dedicated to maintaining a safe and comfortable environment for all of our residents, and we will continue working to resolve any outstanding issues. If you would like to discuss this further, please dont hesitate to contact me directly.
  
  

  Customer Answer

  Date: 11/21/2024

   
  Complaint: 22583203
  
  I am rejecting this response because:
  

  I have reported these issues to the community since April, and I receive an empty apology with no action every time. If you cant uphold your end of the contract, and/or reprimand residents who are breaking the rules, then let me leave. I am suffering serious health issues as a result of ongoing smoke problem. Each day that I continue to live here, my health is at risk.

  Furthermore, the doors have been broken since before the Hurricanes ****** and ******, and this is well documented. They are still broken to date. Random people and Homeless people enter our building whenever they please. People bang on my door at all hours of the night, and it is not safe. 

  I retained an attorney to assist me with this matter, and Bainbridge is completely ignoring him. It has been at least a month of unresponsiveness, and/or giving me the run-a-round.

  I am demanding you respond to my attorney, *****, immediately. He can be reached at: ******************************* and **************. 

   

  Sincerely,
  
  ****** ******

  Business Response

  Date: 12/12/2024

  Thank you for bringing this matter to our attention. We take all residents concerns seriously and always strive to address issues promptly and effectively. I would like to respond to the concerns raised in the complaint filed against Bainbridge.
  
  Communication was initiated with ***** when you started looking for a new home, you were upset we would not let you pay the two month settlement fee due to the fact that you chose the option to pay rent until the apartment home is re-rented. 
  
  Multiple communications have been sent to residents with rules and regulations concerning the concerns with secondhand smoke. No other residents have complained about smoke in your area. 
  
  In regard to the doors of the building this is an ongoing challenge due to being in a Downtown area. The onsite team is consistently inspecting and repairing doors as needed. The building has a ButterflyMx system that is functioning and provides an extra layer of security. The community also has a contract with Signal and no homeless people have been reported to us. 
  
  In regard to someone knocking on your door at 3AM this occurred when you filed a complaint and the security company showed up to provide you with an update on the complaint that was called in. That is the only time that someone knocked on your door and the manager provided clarification the following morning when you brought up your concerns that it was a follow-up from the security company. 
  
  Lastly when the new community manager started you went into the office to discuss changing the termination clause since you wanted to move and not complete your lease. When you were informed that this was not a possibility you came back the following week with a letter from an attorney. The attorney will have a respond from our legal team, not our immediate staff. 
  
  Thank you, 
  
  

  Customer Answer

  Date: 12/12/2024

   
  Complaint: 22583203
  
  I am rejecting this response because:

  Your understanding of this situation is incorrect.

  One blast email was sent out reiterating the rules. This is completely ineffective. 12 hours later I sent Hope a picture of a neighbor smoking on their balcony. Not shocking, no response from Hope to date. Until you actually address the problem residents, the problem will continue. It is strange to imply that since I am the only one who speaks up, the issue does not exist. It's also strange that you think that your email suffices you holding up your end of the contract as to the smoking addendum. You can see attached email to Hope with no response, and documentation of people smoking. 

  In regard to someone banging on my door multiple times in the middle of the night- this happened at least 3 times and was reported each time. The person banging on my door was not security personnel, and you asserting that makes no sense. The reason I called security in the first place was to report the issue of a random person banging on my door at 3am, and only one of the three times did a security officer come up to speak with me after the fact. In addition, the manager never communicated with me after the fact. 

  In regard to the doors of the building, I don't see any reason why the location of this building should impact why the doors are broken constantly. I have been reporting broken doors since July and never once were they fixed, so your statement of "constant inspections and repairs" is completely false. To date, the back gate, and two side doors are broken. Ironically, the ButterflyMX system is even broken right now, which is not uncommon. I reported homeless people in the building multiple times, which you can also see attached. Again, your employees are not communicating the full story to you. 

  In addition, I retained an attorney over two months ago. He has not received a single response from ANY person of your legal team. It is beyond unprofessional and inappropriate. 

  Its quite common for management to ignore me and dismiss my concerns. Attached you will also find a thread of me attempting to communicate about a mistake on my rent bill, charging me an extra $400 in error with no response.

  You are clearly more interested in arguing your case than actually taking any action to resolve these issues, which is why you have high vacancy here. 

  Sincerely,
  
  ****** ******

  Business Response

  Date: 12/17/2024

  On the email provided by Ms. ****** from October 17, 2024,it demonstrate an immediate response from the property manager.. On that date ************ were contacted, and they came out the property. We walked the location where the homeless person was at and all doors were secured so there was no way of accessing the building. The safety of tenants and the team members is priority so the authorities were contacted but by the time they showed up there was no one in that location. The homeless person as stated was also on public property, not at *******************

  On November 2nd Ms. ****** also sent an email to address the gate that was open on property. The community was sent numerous update emails on the status of repairs from Hurricane ******* We experienced significant electrical damage and due to safety were unable to close the community gate located on the third level of the parking garage.

  The email sent on November 10th was not a homeless person. This is a resident that had a domestic dispute with his girlfriend and she kicked him out of her apartment. Signal asked him to leave when they started their shift. We respect all of our residents privacy so no specific details were provided to Ms. **************** November 16, 2024 Ms. ****** acknowledged that an email blast was sent reminding everyone of the policies. When living in a community with 400 apartment homes and over 700 residents we are bound to face some challenges, Ms. ****** does not enjoy living in her apartment since it is near downtown and in close proximity to the ******************** Due to fair housing laws we are not to discriminate against students or treat them differently from any other tenant and Ms. ****** showed consistency with her issues living in a downtown market and near a younger demographic.

  The email that was not responded to on December 11th cant be addressed until the new management company has access to the system.We were unable to complete any research during this transition. We called ********* and explained this. Due to that call is how Ms. ****** leaned that a new management company will be taking over.

  We pride ourselves in exceptional customer service. The email thread demonstrates that the staff always responded and provided information to Ms. ******* We understand that Ms. ****** is unhappy living in Downtown ***** and if she would like to move out of the community a two-month settlement fee is required to terminate the lease agreement signed between ********* and the Bainbridge Companies. 
  

  
  

• Initial Complaint

  Date:11/06/2024

  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 moved into one of Bainbridges apartments on September 23, 2024. Since then, I have not received a copy of my lease. Right now all I have are screenshots I managed to take on my phone upon signing. In *******, landlords are legally required to provide tenants with a copy of the lease agreement within 15 days of the tenant signing the lease so Bainbridge would be in direct violation of this. + I have not received any proper internet connection to my place. $50 of my lease is going toward a "provided" internet utility that doesnt work at all for me. None of my devices connect or work with it. Ive contacted quantum fiber support and my leasing office fruitlessly for so many days/month. It got to the point where quantum literally said sorry we cannot help you and hung up the call, I find this outrageous. Ive literally had to go to other peoples homes to use internet to do work where my devices seamlessly connect. I have/will be paying $50 a month for a useless internet connection. Bainbridge is not living up to their word so it should be rectified. For both of these issues Ive emailed, called, showed up to the leasing office almost feeling like an harasser just to have these issues resolved and it still hasnt. This experience is not pleasant at all for me and has really taken away from my quality of life. I have attached some screenshots of my begging to Bainbridge company, contacting my leasing, for so long below. I have many more proof of neglect if needed spanning up to move in. As someone who does a lot of online work, this is horrible. To resolve this breach, I want an official copy of my lease to be emailed to me immediately, $50 credit to my account for paying for nearly a month of hassle, stress and no internet connection provision, which I believe goes against what the complex has promised to provide for me and finally $50 internet charge removed from my lease so that I can freely go and get my own internet installed/provided to my apartment.

  Business Response

  Date: 11/16/2024

  Hello, 

  I apologize for any inconvenience caused by internet problems with your apartment home and the delay in receiving a copy of your lease agreement. We applied for two months of internet credit and emailed you a copy of your lease. The team has contacted the internet provider to assist with the issues with the internet in your home, and we will keep you updated while they diagnose the problem. Please contact the office if you have any future questions or issues, and we will gladly assist you. 

  Thanks

  ******* ****

  Regional Manager