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

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

• 

  The Bainbridge Companies, LLC

  10103 Sherwood Ln Riverview, FL 33578-3662

• 

  Tuscany Bay Apartments

  12065 Tuscany Bay Dr Tampa, FL 33626-1338

• 

  Avilla Suncoast

  1810 Suncoast Crossings Isle - Odessa, FL 33556

• 

  Matthews Square Apartments

  4010 Waiting St Matthews, NC 28105-5171

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:10/30/2024

  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.

  My experience with this rental property has been incredibly disappointing. On October 5th, 2024, when we visited "The Palms," nobody from the office greeted us, except for the maintenance man, who instructed us to wait outside. After twenty minutes of waiting, we returned to the office, only to stand at the door for another twenty minutes without anyone acknowledging our presence, so we ultimately left. The following week, I called to arrange a tour and spoke with *****, who told me to come by on Saturday, October 12th, to view a one-bedroom apartment. Since I do not drive, I took an **** to the property, only to find that ******* was there instead of *****. ******* informed me that she was unaware of any appointments and that there were no one-bedroom units availableonly a two-bedroom. She also mentioned she was expecting other visitors and asked me to wait outside once again. I was understandably frustrated, especially considering this was my second visit. After some time, she eventually showed me the two-bedroom apartment. The following Monday, I called ***** to explain the situation, but she seemed completely confused. Despite not having seen the one-bedroom apartment, we decided to move forward with our application and paid the application fee. Both my mother and I were to be listed on the lease, and I conveyed this information to the property manager, *** *****. She instructed me to submit our details through the portal, but my mother never had the opportunity to submit hers, which led to our application getting denied. I have made multiple attempts to contact the office for an explanation, but have not received any updates. I also faced issues uploading my documents online and reached out to the property manager for help. A man named ***** assured me *** would call me back, but that call has yet to come. Ultimately, we decided to pursue a different property with higher rent, and we were approved in ******* within three days.

  Business Response

  Date: 11/11/2024

  Dear Better Business Bureau,
  
  I am writing to address a concern raised regarding this recent rental application. It appears that a guarantor was requested for the applicant, as they did not meet certain income-related criteria outlined in our rental policies.
  
  Thank you for your attention to this matter. I look forward to your response.

  ******* ******, Area Vice President

   

  
  

  Customer Answer

  Date: 11/12/2024

   
  Complaint: 22493123
  
  I am rejecting this response because: To clarify, I also received the name Mr. ****** from the *************** corporate office, who they identified him as the area manager. I left you a message about this issue before submitting my complaint to the Better Business Bureau. Similar to the situation with the ************* neither I nor my mother received any callbacks to discuss her documents and proceed with our request. It's hard to understand why theres only one person working in this office, and they dont return calls to assist us with uploading the required documents. Both my mother and I have reached out to speak with the property manager, ***, who also oversees other properties. Each time we called, we spoke with *****, who said the manager was busy and would return our call. Days went by without any response. We need to find a new place urgently, yet we are expected to wait for your office to get organized. This entire experience has been incredibly frustrating and disappointing. We paid our application fee, but it feels like once we did, communication from this office almost ceased. I have emails requesting information, but we have yet to find anyone willing to speak with us about this matter. Furthermore, we didnt receive a proper tour, not once but twice. After facing numerous obstacles, I reached out to the ********** office, where your name was provided. I called your office and left a message asking for a return call, but, like your associates, the only response I received was through email. This situation is unacceptable and only reflects poorly on your practices. Numerous reviews from other customers on ****** echo our experience. Given the persistent issues weve faced from the very beginning with this property and our ignored attempts at communication, we are requesting a full refund of both application fees. ***** mentioned in an email that we could request a refund from the manager, but the manager has never responded to us. We are prepared to escalate this issue further by filing complaints with the *******************************************, ***, ***, and the ******************************************************
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 11/12/2024

  Thank you for your email and for sharing your concerns. We sincerely apologize for the frustration and inconvenience youve experienced throughout this process. We understand your urgency in finding a new place, and we want to address the issues youve raised regarding communication, the application process, and the need for a guarantor.
  
  Regarding the application, once it was completed, it was noted that a guarantor was required to proceed. As for your concerns regarding communication, We are truly sorry for the lack of response youve experienced. Its certainly not the level of service we strive to provide, and we regret that you did not receive the attention and assistance you needed. Our team is committed to supporting our applicants, and we will personally follow up to ensure that your request for assistance is addressed immediately.
  
  We understand that you are requesting a refund of your application fees due to these difficulties. While the application fees are typically non-refundable once the process has been initiated, We will escalate your case to the Property Manager, for review. 
  
  Please dont hesitate to reach out directly with any additional questions or concerns.
  
  ******* ******, Area Vice President

  Customer Answer

  Date: 11/14/2024

   
  Complaint: 22493123
  
  I am rejecting this response because:  We have attempted to contact you directly numerous times, but unfortunately, our only communication has been through the Better Business Bureau. After obtaining your information from the Wellington office, I reached out several times and left messages requesting a callback, yet we have not received any ************ is concerning to note that the ************ seems to struggle with effective communication. Due to the lack of assistance in obtaining the necessary documents, we find ourselves in the position of having to demand the return of our funds.I would also like to mention that we explored another property in *******. Despite their rental requirements being three times the rent at The Palms, we experienced a significantly higher level of professionalism and support throughout the application process and were approved quickly. The staff there were attentive and provided guidance throughout, which we did not receive from your office.We have made several attempts to advance our application with your office, but the feedback has been limited, often restricted to emails without sufficient direction.We kindly request that our refund be processed promptly. It is unfortunate that our experience has led us to feel that the professionalism exhibited by your office falls short of acceptable standards.
  
  

• Initial Complaint

  Date:10/21/2024

  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.

  A/C does not work since the beginning of us moving in. The apartment unit that we were assigned also has a strong lingering mildew smell across the entire unit. Went and spoke to the manager Brook in person to request if we could move to a different unit and was told we would have to pay a transfer fee you put us in a unit that jeopardizes our health, then request us to pay a fee to escape from the hazardous conditions which you put us in?

  Business Response

  Date: 10/31/2024

  Jut Nay,

  I have reviewed the information that you provided to the BBB.  After reviewing the work orders that have been submitted, I see that there was an issue for the A/C not working on Saturday 05/25 and this was completed on 05/28/2024.  A request for the A/C filter to replaced was put in on 06/18 and was replaced with a new filter.  On 10/20/2024 a work order was put in for the A/C not blowing in the right side of the unit.  We had a technician come out and check the A/C unit and it was blowing cold air.  You did note on the work order that there was a foul odor.  When the technician came out to check the unit, he did not note any smell.  I would be happy to discuss this with you and would be open to a credit for your original request on 05/25 that took four days to fix.  Please contact ***** ******* at ************************ and we can discuss this further.  

  I look forward to speaking with you and getting this resolved.

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

  Regional Manager Bainbridge

  Customer Answer

  Date: 10/31/2024

   
  Complaint: 22449249
  
  I am rejecting this response because the filter was replaced but that did not solve the issue of the A/C not working on the right side of the unit. Even the HVAC worker from SuperCool came in to check the A/C and confirmed that the A/C for the right side of the unit is not functioning properly. 
  The issue was never fixed and had been ongoing since we first moved to the apartment!
  
  Sincerely,
  
  Jut Nay Conang

  Business Response

  Date: 11/11/2024

  Jut Nay,

  I would be happy to discuss this with you so we may come to a resolution to this issue.  You can email me at ************************************* or call me at ************************.  I would be happy to speak with you this week about this issue.

  Thank you,

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

  Regional Manger Bainbridge

  Customer Answer

  Date: 11/21/2024

   
  Complaint: 22449249
  
  I am rejecting this response because: I tried to call your number and even left a voicemail for you to call back but didnt even get any respond whatsoever! 

  And the only response Im getting is through BBB!

  And Im seeing other people complaining the same thing and you guys refusing to do anything about it!

  Sincerely,
  
  Jut Nay Conang

• Initial Complaint

  Date:08/29/2024

  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.

  Discriminated against by property manager for voicing my civil rights to a quiet environment due to tenant harassing me excessive noise at all hours . Property manager refuses to handle the situation that has been going on for a year and 2 months. Have recordings of the excessive noise and harassment from tenant. Property manager bias making false claims with no proof to back up her claims . Refusal to hear my recordings as well as speak to maintenance staff that was in my apartment and heard and witnessed the excessive noise . Discriminated against me based on race and due to fact I have no children living with me.

  Business Response

  Date: 09/06/2024

  Good afternoon;

   

  The resident mentioned in your complaint moved out on 7/24/24. Concerns were addressed and investigated including listening to recordings with ***** in which we were not able to hear any excessive noise which exceeded the normal guidelines of apartment living. 

   

  Thank you 

   

  Customer Answer

  Date: 09/07/2024

   
  Complaint: 22215706
  
  I am rejecting this response because:

  The business response is fraudulent. They sent office staff to my apartment to listen to the harassing excessive noise from that tenant . Office staffer ****** listened and recorded said excessive noise and advised me that it was in fact intentional harassment of excessive noise disrupting my quiet enjoyment. 
  So they lied saying they didnt hear anything. Do not believe anything this business tells you . They lie and discriminate against family status , race and disability. Current tenant they moved in there a month ago is the new issue. Excessive noise at 530AM-7AM IS OUTSIDE OF THE QUIET HOURS! Excessive pounding during those hours of the morning ! Business refused to listen to my recordings in the office of the excessive 530AM excessive pounding ! 
  Refused to ask tenant to be advised of the quiet hours to stop the pounding . Told me to deal with it on my own! Its disturbing my right to quiet enjoyment and SLEEP during those hours !! Business refused to handle the issue professionally and non bias and non discriminatory. Told me person is single mother . That doesnt give her a right to disrupt my right to quiet enjoyment . Just because I do not have little kids and Im not a single mother. In turn the year they forced me to live under said harassment of excessive noise has caused me severe mental anguish and emotional distress. Which they continue to allow to this day for their refusal of handling excessive noise that is outside of the quiet hours of 7am-10pm!!! When the loud pounding on the floors and walls starts at 530AM!!
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 09/07/2024

  To add to my complaint of PROOF of business STAFF hearing the excessive noise , property manager was told that maintenance personnel ALSO was inside my apartment working in my AC UNIT and witnessed for himself the excessive pounding above me from current tenant ! Business still refused to address the issue with said tenant , due to shes a single mother ! So because I am a grown adult, married, and mother of an adult son I have no rights according to business staff . 

  Business Response

  Date: 09/09/2024

  Dear resident;

   

  We investigate all residents complaints. We do not discriminate. 

   

   

  Thank you 

  Customer Answer

  Date: 09/13/2024

   
  Complaint: 22215706
  
  I am rejecting this response because:

  Property manager ********************* in fact REFUSED to investigate our excessive noise complaint on 8/23/24 at 4:15pm. My husband and I both requested a conversation with her about the excessive noise from tenant above us at 5:30AM DAILY until 7AM, and sometimes later if tenant is home . And Excessive noise continues in the evening hours . 
  There were other office staff present when we voiced our complaints to our right of quiet enjoyment being violated . Property manager ***** REFUSED to listen to us , REFUSED to discuss the situation, REFUSED to listen to our videos of the noise . In fact , told us she was not addressing the issue, we have to sit there and deal with it , tenant is single mother. And when asked so you are not going to handle the situation to eliminate the excessive noise we have to deal with it on our own she replied YES. 
  How is that as you say investigate every tenant complaint when she clearly REFUSED to handle the situation? 
  And yes she discriminated against us when saying tenant is a single mother as if my rights as a MARRIED MOTHER do not matter , as well as feeling discriminated by the color of my skin, as issue tenant is of color and I am white. She refused to address the tenant of her excessive noise , refused to listen to my videos , and refused to even meet with us professionally without bias. She turned the situation into a confrontational one , in the main lobby of the residential office. She also REFUSED to listen when we explained that her own maintenance employee was in our apartment working when the above tenant was making excessive noise and witnessed what we experience daily and she REFUSED to follow up with him regarding that. Clearly REFUSAL is NOT investigating tenant complaints. Excessive noise POUNDING SHAKING MY APARTMENT at 5:30AM -7am and later has caused me emotional distress as well as mental distress on top of triggering anxiety and ptsd , is all in violation of my rights to quiet enjoyment , regardless of FAMILIA STATUS!
  

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

• Initial Complaint

  Date:08/29/2024

  Type:Customer Service 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.

  On July 17, 2024 I submitted a $300 deposit with my application. My application was not approved and *** yet to receive my refund. Both myself and the employees at ******************** have been trying to communicate with BainRidge for weeks with no response. They dont respond to emails and their phone system is a dead end. Its been over 40 days! The fact that Im even having to take this measure for a response is concerning enough but I doubt that Im the only person this has happened to. I can only imagine how many problems go ignored by their actual residents.

  Business Response

  Date: 09/05/2024

  Dear *****;

  We are sorry that it's taking this long to receive your refund. We resubmitted your refund information to our accounting department. You should receive your refund in the next 10 days.

   

  Thank you 

   

• Initial Complaint

  Date:08/20/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been attempting to formally dispute my early termination fee since May 24, 2024 without any success. No one has returned my call, including higher *** from corporate. I formally resided at Bainbridge Sunlake, which is a Bainbridge Companies property. I have an early termination fee of $3,770.39 being requested from me. I have been a resident at Bainbridge ******* since August 2021 and have experienced numerous issues that significantly impacted my health and well-being, which necessitated my decision to move out.During my tenancy, I observed several other residents moving out due to severe issues such as black mold. I have experienced similar problems, particularly with black mold in my apartment. Despite reporting this issue via email in December 2023, no effective action was taken to remediate the mold. Instead, a maintenance worker attempted to cover the mold with caulk, which is an inappropriate and inadequate method of addressing such a serious health ************* in an environment with black mold poses significant health risks, which forced me to seek a healthier living situation. Consequently, I had to break my lease to protect my health. Given the circumstances, I believe it is unjust to impose an early termination fee on me.Additionally, I have paid for amenities that were consistently unavailable or poorly maintained throughout my stay at Bainbridge *******. Despite these ongoing issues, residents, including myself, have continued to be charged for these non-functional amenities.Based on the above reasons, I do not agree to pay the requested early termination fee. I have attempted to reach out to multiple individuals, such as Dakota M and ******* *. however, as expected there has been no returned communication on their end.

  Business Response

  Date: 08/21/2024

  Hello *******,
  
  You elected to terminate your lease early knowing that the termination fee would be charged. You have been spoken to about this by the Assistant Manager and Property Manager. The only mildew reported in your apartment home was in December of 2023, and maintenance took care of the work order you placed. They simply cut out the caulking in the shower and replaced it because there was no mold present after the caulking was removed. We have no other e-mails, work orders, or phone calls from you regarding any mildew in your apartment home. In addition to that, upon your move-out inspection, there was no mildew present, or any report that this was an issue.
  
  We also have messages to the Assistant Property Manager where you were electing to terminate your lease because of your parents purchasing a home and you deciding to live there instead and wanted to know what could be done about the termination fee. At that time, the Assistant Property Manager looked at your lease and notified you of what selection you had made to your termination fee addendum. At the time of you signing your notice to vacate and all correspondence with the site team, you never reported the mildew issue until after you were charged a termination fee.
  
  Attached are screenshots of your e-mails to the office team, work order placed as well as direct messages to the Assistant Manager. 
  
  Thank you,
  
  

  Customer Answer

  Date: 08/23/2024

   
  Complaint: 22169847
  
  I am rejecting this response because: I acknowledge the existence of a termination fee; however, the specifics of where we moved and whose residence we relocated to are private matters. The key issue at hand is the health hazards present in the apartment. The claim that the caulking in the shower was cut out and replaced is inaccurate. I was present when maintenance attempted this, and I informed them that such an approach is inadequate for addressing a mold problem. Maintenance has a history of marking work orders as completed when, in fact, they were not. We chose not to raise complaints about this due to my fianc's friendship with one of the staff members, as we did not wish to create unnecessary tension.
  
  Having been with Bainbridge from the beginning, I have observed how the company handles issuesoften resorting to legal threats against tenants who raise concerns. I am also aware that Bainbridge has a recurring problem with black mold, as several individuals I know have encountered this issue and subsequently moved out. I anticipated that Bainbridge would claim the mold issue was resolved, as this has been their pattern in the past. Fortunately, I took photographs of the mold on the day we vacated the apartment, which are attached along with a timestamp.
  
  Additionally, I would have appreciated a more prompt response from your company, rather than having to seek resolution through the BBB. This further underscores the ongoing lack of communication and accountability.
  
  Sincerely,
  
  ******* ********

  Customer Answer

  Date: 08/23/2024

  Attached photo for response.

  Business Response

  Date: 08/27/2024

  Good afternoon Brea L., I am in receipt of your letter on 8/27/24 advising that there is additional correspondence regarding this case.  I do not see any new correspondence, files or photos.  What is new that needs to be responded to?  Thank you.

  Business Response

  Date: 08/29/2024

  Hello *******,
  
  As previously stated, you broke your lease due to your parents purchasing a home and not moving to the ******* area for 5+ years, and you and your roommate deciding to live in their home over an apartment. You and your roommate made the decision to break the lease knowing what the termination fee was and the requirements. 
  
  This growth issue you are claiming did in fact not play a factor into your lease break and was brought to light after you moved out and were charged. Again, maintenance responded to your work order appropriately which upon examinateion was mildew build up in your shower, removed and re-caulked. At this time, there is nothing more to discuss and your termination fee stands. As for your comments about the amenities, the team members at Bainbridge Sunlake have worked diligently over the last year to get any and all deficiencies on the property rectified and in proper working order.
  
  
  Thank you! 
  
  

  Business Response

  Date: 08/29/2024

  Hello *******,
  
  As previously stated, you broke your lease due to your parents purchasing a home and not moving to the ******* area for 5+ years, and you and your roommate deciding to live in their home over an apartment. You and your roommate made the decision to break the lease knowing what the termination fee was and the requirements. 
  
  This growth issue you are claiming did in fact not play a factor into your lease break and was brought to light after you moved out and were charged. Again, maintenance responded to your work order appropriately which upon examinateion was mildew build up in your shower, removed and re-caulked. At this time, there is nothing more to discuss and your termination fee stands. As for your comments about the amenities, the team members at Bainbridge Sunlake have worked diligently over the last year to get any and all deficiencies on the property rectified and in proper working order.
  
  
  Thank you! 
  
  

  Business Response

  Date: 08/29/2024

  Hello *******,
  
  As previously stated, you broke your lease due to your parents purchasing a home and not moving to the ******* area for 5+ years, and you and your roommate deciding to live in their home over an apartment. You and your roommate made the decision to break the lease knowing what the termination fee was and the requirements. 
  
  This growth issue you are claiming did in fact not play a factor into your lease break and was brought to light after you moved out and were charged. Again, maintenance responded to your work order appropriately which upon examinateion was mildew build up in your shower, removed and re-caulked. At this time, there is nothing more to discuss and your termination fee stands. As for your comments about the amenities, the team members at Bainbridge Sunlake have worked diligently over the last year to get any and all deficiencies on the property rectified and in proper working order.
  
  
  Thank you! 
  
  

  Customer Answer

  Date: 09/05/2024

   
  Complaint: 22169847
  
  I am rejecting this response because: As previously mentioned, the decision where my fianc and I moved to is personal and does not concern you. An opportunity arose, and we chose to take it. The living conditions at Bainbridge were unacceptable, and it was challenging to consistently voice our concerns, especially given that some staff reside on the property and the reputation Bainbridge has for intimidating residents who raise issues. We also observed and experienced first-hand how staff discussed residents who complained, which created an uncomfortable living environment. Again, the maintenance work order was not completed properly. The timestamp on my last photo clearly shows that the work was not "removed and re-caulked" as claimed. Bainbridge staff have a history of marking jobs as complete when they are not. I have documented these concerns in multiple surveys and by repeatedly submitting the same requests, which should be reflected in my work order history.
  
  Do you have the toxicology report that confirms the substance was mildew and not black mold, as stated when the issue was addressed after our departure? I would like to review it. It is also unclear whether any maintenance staff are certified to identify or test for black mold. According to Florida law, landlords are legally required to ensure that rental properties are free of mold and other health hazards. Proper professionals should be hired to address this issue, as it can pose serious health risks.
  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 09/16/2024

  Thank you for providing your feedback, *******. 
  
  As previously mentioned in our previous responses, Bainbridge Sunlake handled the work order place for your shower caulking properly and no other issues were reported in until after you moved out. 
  
  We are standing firm on the lease termination fee. 
  
  
  Thank you
  
  

  Customer Answer

  Date: 09/16/2024

   
  Complaint: 22169847
  
  I am rejecting this response because: As previously mentioned in multiple communications, the work order was not completed. I have documented evidence showing that this work was not completed. Given the clear evidence, it is concerning to see that the work order was "completed." This shows the the lies and corruption that Bainbridge engages in. As we have been unable to resolve this issue amicably, I will be pursing other avenues to address my concerns.  
  
  

  Customer Answer

  Date: 09/16/2024

  Was unable to attach to response.

  Business Response

  Date: 09/27/2024

  As mentioned in our previous responses, Bainbridge Sunlake handled the work order place for your shower caulking properly and no other issues were reported until after you moved out. 
  
  We are standing firm on the lease termination fee. 
  
  

• Initial Complaint

  Date:08/12/2024

  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.

  The pedestrian gates at Bainbridge ************** have been broken and in the locked position since July 16, meaning that residents cannot enter their own buildings unless they find a gate propped open or walk all the way up to the car gates at the front.My first several emails to onsite management were ignored, and after a few days and another follow up they finally gave a generic response saying that they hope to fix the issue very soon, even though its been ongoing for a month.Even when someone props a gate open, management quickly comes around and shuts them, locking residents out of their own home.I suggested that until it is fixed, they should formally prop each gate open with a brick or rock and advise residents of this, but their response was that its a hazard and anyone will be able to gain access to the community. So their logic is to also stop the complexs own residents from accessing their home? If a criminal wants in, theyll find a way in, as easy as jumping over the fence or following a car through the front. That is not a valid response and something needs to be done immediately to resolve this, since the local team is not capable of doing so.

  Business Response

  Date: 08/16/2024

  Dear ******,
  
  Thank you for your feedback. We take resident concerns very seriously. We acknowledge the issue with the pedestrian gates and apologize for the inconvenience it has caused.
  
  Our team is actively working on a resolution as we are waiting on a part to complete the repair, the part arrived today and will be repaired. We encourage you to contact us directly at ************ so we can address your concerns promptly and provide any necessary assistance.
  
  Thank you for your patience.
  
  Sincerely,
  
  *********************************
  Community Manager
  Bainbridge **************

  Customer Answer

  Date: 08/16/2024

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

• Initial Complaint

  Date:07/12/2024

  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 contacted these people about the condition of my unit on several occasions with no resolve. I have roaches, ginormous spiders, Oder coming from the ** vent that smells like dog urine, missing tile around the tub spout and a cracked tub, exposed interior wall due to a bathroom light that is not flush with the ceiling; as a result, rodents are entering the unit. My complaints have gone unaddressed. When I viewed my service request, they placed them in hold status because they learned that I was j quoting about moving to another one of their properties. They want to raise the rent on me if I stay but will not bring the unit to standard. Also, I was told that the security gate would be repaired and workingthat has not happened. I have a few days to renew my lease but they will not repair the unit.

  Business Response

  Date: 07/15/2024

  I hope this message finds you well. I am writing in response to the recent complaint regarding the condition and maintenance of the unit at ****** at **********. We sincerely apologize for any inconvenience caused and would like to assure you that we take all resident concerns seriously.
  
  First and foremost, we regret to hear about the issues with roaches, spiders, odor from the ** vent, missing tile, cracked tub, exposed interior wall, and the non-functioning security gate. Ensuring a comfortable and safe living environment for our residents is our top priority, and we are committed to addressing these matters promptly.
  
  Upon receiving your complaints, our maintenance team conducted several inspections and initiated service requests to resolve the issues. However, it appears that some of these requests were inadvertently placed on hold due to a misunderstanding related to your potential move to another property. We apologize for this oversight and for any frustration it may have caused.
  
  Please know that we are actively working to rectify these concerns:
  
  Pest Control: We have scheduled a thorough pest control service to address the ***** and spider issues.
  ** Vent Odor: Our HV** specialist will inspect and clean the ** unit to eliminate any odors.
  Bathroom Repairs: The missing tile around the tub spout and the cracked tub will be repaired, along with ensuring that the bathroom light is properly installed to prevent any rodent entry.
  Security Gate: The security gate repair is a priority, and we are working with contractors to expedite the process.
  We understand the importance of a timely resolution, especially with your lease renewal approaching. Our team is committed to completing these repairs as swiftly as possible to bring your unit up to standard.
  
  We appreciate your patience and cooperation as we work to resolve these issues. Your satisfaction is important to us, and we want to ensure you feel comfortable and happy in your home. If you have any further concerns or if there is anything else we can do to assist you, please do not hesitate to contact our office directly at ************.
  
  Thank you for bringing these matters to our attention. We value your residency and are dedicated to improving your living experience.
  

  Customer Answer

  Date: 07/16/2024

   
  Complaint: 21982018
  
  I am rejecting this response because:

  
  Complaint: 21982018
  
  I am rejecting this response because:
  I have never told the management company here that I had intended to move. I have never applied at any other property. I might have visited another prior to settling on this place, and after to explore my options recent. However, ***** internal gossip between properties shouldnt dictate whether I continue to live in squalor when Ive been paying market rent and these request have been document via email since last year 10/18/2023. 10/17/2023 is a long time to have something on hold. 
  
  
  Their response to my complaint to the *** is that my work order has been placed on hold because they think Im moving. Their response to me verbally was that it was placed on hold because parts needed to be ordered. Then yesterday it changed via email to I need to move something to examine it yet the floor was examined last year in 10/18/2023 and the ceiling fan issue was examined back in April. After the complaint was filed ** told the fan replacement is being order. Prior to they verbalized they werent going to fix it. Please review series of emails attached. 
  
  
  On 10/18/2023 I produced images of the floor. Its now July 2024 and no resolve. Please see attached email evidence to ****** asking to have these items fixed for sometime via email. So its been on hold since my move in date?
  On 04/25/2024 I submitted another email request about the floor, ceiling fan, and a/c. Still no resolve just a lot of a lot of attitude from ******. Please see attached email.
  On 6/25/2023 I emailed them again after I noticed I didnt get the usual  email that is generated from the portal they use to place the work order. Please see attached 
  Please see email evidence to ****** & **** about requesting to have these items fixed for sometime via email. When I was being ignored, I took it upon myself to figure out how to place a maintenance request through the residential portal. I then received a email update on Friday, July 12th that something had been completed. I went in to see what that was and noticed everything was on hold so I submitted the request again. 
  All I received from this office was an email that my lease was up for renewal and that my rent would increase, but they still havent brought my apartment up to standard since move in. I became frustrated and filed a complaint with the *** after not being able to reach anyone from the corporate office. Now the excuse is they need me to move some something out of the way to view. Thats a ten minute job for me. 
  
  
  I still dont know if anyone will come to treat the spider and ***** issues. I am seeing babies to the larger one that was removed from the home. 
  

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

  Business Response

  Date: 07/26/2024

  I believe this situation has been resolved as management met with the resident on Tuesday July 23, 2024, in person and an understanding was communicated from both parties. 

• Initial Complaint

  Date:07/08/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 07/03/24, a payment of ******* was made for rent to Bainbridge Companies LLC, *************** (formerly ********************) for the final rent payment. This payment was paid after an agreement for another tenant to move into the apartment was made. The local agent seemed to have lied about the agreement. In addition to this, another 200 dollars is owed by the company for the initial security deposit paid by the residents. Please read the attached email documentation for further information about the situation.A request for ********************************************************** addition, the 200 dollar security deposit to be returned please.Thank you.

  Business Response

  Date: 07/18/2024

  *******,

  We did have a prospective tenant looking at your apartment but after they got pricing it was out of their price range.  This resident ended up taking a one bedroom apartment as it was in their price range.  We do now have someone that is already approved and will be moving into your apartment on 07/20/2022.  You will be refunded any money from the 20th that you paid along with your Security Deposit of $200.00.  Please feel free to reach out to ********************* the property manager for an update on when you will receive your money.

  Thank you,

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

  Regional Manager - Bainbridge

  Customer Answer

  Date: 07/18/2024

   
  Complaint: 21956177
  
  I am rejecting this response because:

  I understand you response, but that's not what the community manager indicated originally. You can't go around making promises when we have to move out early and sign our lease on our new apartment early. We have costs we incurred because we moved out of the apartment early in order for your new tenant to move in, offering 3 days of the rent returned is not a sufficient response.

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

  Business Response

  Date: 07/18/2024

  Hello *******,
  
  I apologize for any confusion regarding our recent communications. As discussed in your email exchange with the ******************* Manager, there were preliminary conversations with a potential future resident who ultimately did not proceed with renting the home. Currently, the apartment is rented with a confirmed move-in date of July 20, 2024. Your current balance will be prorated for the period from July 1, 2024, to July 20, 2024. If you have any further questions or need additional clarification, please feel free to reach out.
  

  
  Best regards,

  ******

  Customer Answer

  Date: 07/22/2024

   
  Complaint: 21956177
  

  Hi ******,

  I am rejecting this response because:

  This did not cover or include any response to my point that the date we should be paying is until July 1st, not July 20th. This is because we had an agreement that we would move out early so your other tenant can move in. You can't make a promise and expect us to move out early and sign a new lease, this causes us to incur costs of our own outside of this prorated months rent from July 1st to July 20th. Please remove the charge for these dates and I will remove my claims. An adjustment from July 22nd to July 20th is not a sufficient response.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/01/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a single mother of one who came to ****** Apartments in Nov. of 2022 to rent unit #**** for one year. When my lease came up for renewal, I went into the office to discuss my options. I was having a difficult time making my rent each month and needed to find something cheaper. I explained that I wanted to stay in my apartment until school was out for my daughter if possible. I was told that I could either pay more for a month to month lease or renew my current lease and they could keep the monthly rent the same. I was even told that I could move to another unit but would only save $100.00 per month which would end up costing me more to pay movers. I was told that if I gave sixty days notice, I could break my lease and that option would be my best option. I went back in the office early April to give notice that I would be moving out June 30th and what did I need to do. I was told nothing about paying two more months of rent once I moved out. They never mentioned anything to me about owing money in person as well as by email. I realize what the Lease says, but I purposely went into the office to talk to someone so I could be assured I wouldn't be in violation of any portion of my lease. I was only just told a couple days ago that they would be taking the base rent out of my checking account for two more months!! How does a single parent pay rent at two places?? If I had known I would still be paying two more months if I broke the lease, I wouldn't have bothered with the notice and moved out in April and been done with the lease by now. I was a good renter! y apt was kept spotless. I didn't complain about the constant flooding on the sidewalks that were always muddy. I didn't complain about all the lizards and bugs that got into my house. didn't complain about a lot of issues at this complex. I CAN'T afford to pay two more months even if it is broken down in four payments. Everyone acts like they are helping you and now I'm worse off than I was!

  Business Response

  Date: 07/10/2024

  Dear **********************,

  
  Thank you for bringing this matter to my attention. After reviewing your rental agreement, when you signed your renewal lease dated November 15,2023, you did select the option to pay a liquated damages fee equal to two month's rent on the Choice of Damages, Early Termination lease addendum, for $4576.00. Upon moving out, the Termination Fee was accessed on your Final account statement,along with your final utility bill. You did have a $750 Security Deposit, that we applied to your balance. We do see you attempted to make a $987.02 payment toward the balance owed on July 3rd, however, this payment was returned for insufficient funds, leaving a total of $4,048.80 due at this time.

  
  I understand you have spoken to our Community Manager, and agreed to a verbal payment plan, split into 4 equal payments. We would be happy to continue to keep your file on-site, with a written payment arrangement, and as long as the payments are made on time, we will not report this to our collection agency. I encourage you to reach out to ****** Suncoast leasing office to set this agreement up within 30 days of this response.

  
  I apologize if there were any miscommunications regarding your renewal lease contract, and we hope to resolve this matter quickly. Please reach out to *********************************** at ************************************** to help you further. Please let me know if I can be of any additonal assistance.

  
  Best wishes,
  *****************************
  District Manager
  ************************************

  Customer Answer

  Date: 07/26/2024

   
  Complaint: 21927424
  
  Hello,

  I reached out to ******** separately regarding this matter and am still awaiting a reply.

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

  Business Response

  Date: 08/05/2024

  Dear **********************,
  
  Thank you for reaching out. I appreciate you taking the time to put this email together and I have read through your request, as well as reviewed your lease agreement again. At this time, we were not able to get anything additional approved, other than keeping your file on-site, as long as you keep your payment arrangements, so it does not hit your credit. We are not able to make an exception for you by waiving any fees associated and not everyone else that needs to terminate their lease early.We are required to treat everyone the same, that is why the lease outlines the provisions we expect our tenants to uphold when agreeing to the lease contract and any subsequent renewals.
  
  We appreciate your tenancy, and I wish you and your daughter the best in your new home. Please reach out to *********************************** at ************************************** to help you further with any on-site matters, or if I can be of any further assistance to you in the future.  
  
  
  Best wishes,
  *****************************
  District Manager
  ************************************

• Initial Complaint

  Date:06/30/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Property management has failed to provide us with our security deposit or itemized ledger and written notice of how our security deposit was used with 30 days of our move out date to present. Communication with local property manager has failed and we werent given any other options for escalation. We had nothing but issues the 2 years we lived at the property, all we wanted was out of that apartment and away from the property. All were requesting is for them to follow the law and provide us with our security deposit back.

  Business Response

  Date: 07/02/2024

   After further investigating the account, the payment made at move-in, intended to be used as a deposit, was applied to the resident's account as a $500 credit in which they used. There were no deposits "on file" for us to process when closing the resident's account. As a result, there are no monies to be refunded at this time.
  

  Attached is a copy of the resident ledger.