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:02/22/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I moved into wildgrass apartments, managed by bainbridge companies on 10/2/2021. Upon move in my apt was dirty not cleaned & had damages I made office aware via ************* to no avail. I was charged $50 for no insurance even though I had provided proof multiple times. Maintenance attempted to enter my apt twice without authorization or notice or announcing they were maintenance. I gave my notice to vacate in person, they lost it, I filed it again 8/18 via email & in person again and they again lost it. They attempted to rent my apartment out before my move out date listing it as available immediately & had maintenance come to remove my belongings which I again sent an email about and no one responded. I moved out Oct/1/2022 the same date listed on my notice & lease. I attempted to bring my keys to the office at 11am 10/1 & no one was there even though it was business hours. I waited for over an hour with no one returning to the office which I documented with video. I then continually called the office left multiple ****************** I proceeded to certify mail my keys to *********** was returned to me I went to the office multiple times with no one being there this is a common theme if you read their reviews. I have since called left messages and emails with no response. I have not received my deposit with out notice. I have now been put in collections stating I did not move out until 10/21 and damages up to $2500. When I left the apartment cleaner than when I moved in. I have gotten no response from the leasing office or corporate. I still have the keys cause Ive not been able to return them as they returned the certified mail to ****** cant wait around for someone to actually be in the office as Ive already taken time off work to do so with no avail. This whole ordeal has been triggering to my ptsd and I am financially struggling from them wrongfully affecting my credit

  Business Response

  Date: 03/01/2023

  This is in response to the BBB complaint filed by **********************************  ********* moved in 10/02/2021 I reviewed the system and see no work orders placed by the resident regarding her unit at move in and no notes were made regarding any issues on the move in inspection paperwork that is to be filled out by the resident.  ********* was charged a ***** insurance violations fee because her current renter's insurance was 10/02/21-10/02/22, Since she failed to turn in keys or an email stating she was out and giving up possession of the apartment, she was not moved out of the system until 10/21/22 which caused a forced placed insurance policy to be put in place.  Several attempts were made to reach out to ********* regarding her keys via phone calls and emails by 3 different people within our office. We emailed multiple times asking for keys and or an email stating she had vacated the unit and was giving up possession. We did not receive any response to our attempts. We mailed out a final account statement of charges once we took possession of the unit stating her final account balance via certified mail 7021 2720 **** **** **** to the address provided by ********* on her notice to vacate. The tracking information states that that this letter was received to the address provided on 11/22/22 at 12:39pm. We had no communication with her until we received an email on 2/21/23 at 6:41pm which was after the close of business. I responded to her email on 2/22/23 at 11:28am and let her know we had made many attempts to reach her around her move out date as her unit was rented and that applicants move in date had to be pushed back several times since we could not obtain possession.  She responded that she had proof that she tried to turn in keys and that she sent it to the collections company and BBB. She said she would email it to me. I reached out to the collections company, and they stated that she has not provided any documents and no documents were uploaded to this case to support her claim. As of today 3/1/23, I have not received a response from her since 2/22/23. I provided her with a screenshot of all the emails where we attempted to contact her regarding the possession of her apartment. As of today, the charges are correct based on the information we have on file unless she provides something different that has not been received. 

  Customer Answer

  Date: 03/02/2023

   
  Complaint: 19446672
  
  I am rejecting this response because:
  
  

  hi, clearly my complaint was not read properly. The $50.00 insurance charge was about a charge from 11/01/2021. Part of the issue with wildgrass is that they can not keep staff long enough to have proper record keeping. I have provided emails I sent to wildgrass management. As you can see there is barely any response as I did not get a response until I threatened to contact hillsborough county. I gave my move in form to ******* what she did with it god only knows I sent multiple emails to ******* & eventually ******** about the move in conditions. ******* told me maintenance could come clean it but I had already done it hence no work orders. I never received that letter that was supposedly sent to me nor did I sign for it. I dont care how many times you attempted to reach me I was never reached because I never received this supposed emails and mailings. Ive had the same phone number for 10+ years no voicemails or calls from wildgrass but theres about ********************************************************* the office to answer. Im not the only tenant that they have just magically lost my paper work. I did not abandon the apartment I signed and provided my notice to vacate I had multiple email conversations and in person conversations with the office staff about me moving out. Prior to me moving out. It will not let me put all the emails and letters on here but I did mail them to the collection company. I also have photos/video of the status of the apartment at move in and move out that was included in that mailing. 
  Sincerely,
  
  *********************************

  Business Response

  Date: 03/10/2023

  This is into response to the BBB complaint against Wildgrass. I have reviewed *********'s account, she does not have an insurance violation charge on her account for any time in November 2021 on her ledger, so there is nothing to correct at this time.  I can provide a copy of the ledger if needed. As per my previous response I did exchange a number of email communications with ********* back on 2/22/23 and sent her conformation that emails were sent by 3 different people within our office regarding gaining back possession of the apartment. I have uploaded a copy of the last email sent to her which includes the screenshots of the email attempts we made to get possession back of the unit.  As of today 3/10/23, I still have not received any return response from her with the proof she states she has. As of today, with the information provided the charges were correct on the final account statement at move out. Please let me know if you have any additional questions or concerns. 

• Initial Complaint

  Date:01/20/2023

  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 just moved out from ******************** in *********, ** after a little over 2 years of living there. I always paid my rent on time and never cause any problems, aside from having to dispute a few invalid charges. Now that *** moved out they want to charge me over $700 for carpet replacement. *** reached out multiple times to the property manager ******** and assistant property manager ********* and neither one has taken the intiative to resolve my dispute and are purposely ignoring emails. Prior to receiving the final move out statement I called on 1/11/23 and spoke with ********* and asked why I was being charged for carpet replacement as I could see the charges on the portal. She told me she needed to get with maintenance and the carpet company and call me back. To this day I havent received a call from them. I sent an email on 1/12/23 again asking for the reason Im being charge carpet replacement. Once again no reply from them. I then called multiple times on 1/14/23, only to get the staff is currently busy showing properties. On 1/17/23 I went to the property in person since they have been ignoring all my attempts of communication. ********* starts yelling from her office that shes still waiting on supporting documents from the carpet company. At this point I asked her, so you cannot tell me why Im being charge but yet still proceeded to bill me? She proceeded with the carpet was matted down because it was 2 years old. I said so youre charging me for wear and tear? And she said yes. I said so youre telling me youre charging me for wear and tear and not damages? She said yes youre responsible. I said not in the ****************. Which she then responded well ** still waiting for the documents to tell you exactly. As of today, youre illegally holding my deposit and have not been able to explain why Im being charge. I want the charge remove as the carpet was not damaged.

  Business Response

  Date: 01/30/2023

  01/27/2023
  
  This letter is in response to the complaint against ******************** from ****************************  
  
  ****** moved in 6/26/2020 and was the 1st resident to occupy the unit as it was new at move in.  1A101 was vacated on 12/31/2022 and a final account statement was mailed out on 1/12/2023 to the address provided. The final charges included the replacement charge for a lost key fob, final water bill and the prorated charge for carpet replacement.  The replacement charge at move out was due to the carpet having excess wear and a upon replacement the below concrete was treated for pet damage by the carpet installer.  The charge to her account was done on a prorate based on the life of a carpet being 5 years. She was not charged for the full replacement cost. ****** reached out to the office at which point ********* let her know that we would look into her concerns. We have responded to ****** with a copy of the invoice we received from Redi Carpet and the pictures of the carpet that were taken at move out.  
  
  ***************************
  ********* Luxury Apartments
  13555 ***************
  *********, ** 33578
  ************
  
  

  Customer Answer

  Date: 02/02/2023

   
  Complaint: 18870840
  
  I am rejecting this response because ********,the property manager, is once again claiming something that isnt true. Pet damage? I dont have any pets. Again, proving my point they just make up things as they go. This charge was on my account since 1/9/2023. The vendors statement generated on 1/10/2023. It took 17 days for ******** for the first time since Ive inquired which was on 1/11/2023 to reach out to explain and send supporting documents which by the way did not prove anything. Clearly someone in your company had no problem charging this without any supporting documents. At this point no further replies are needed as I will take this to court. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 02/10/2023

  The charges for the carpet invoice were entered on the final account statement as I received a verbal price from the carpet vendor.  The invoice was generated, and a copy was sent over to the former resident once received by our office.  The amount given was prorate off the standard 5-year life of carpet and her account was charged for the remining life the carpet should have had left.   The concrete seal was an add on by the carpet installer once the carpet was pulled up. I reached out to the carpet vendor regarding this charge so they can look into this further. They have advised that since the installer didn't have prior approval to complete this add on, they will credit the amount we were charged for the seal which was *****. I will adjust this on the final account statement and resent the updated ledger to the resident. 

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

  Customer Answer

  Date: 02/18/2023

   
  Complaint: 18870840
  
  I am rejecting this response because: this is exactly why I'm disputing the charges in the first place. Invalid charges being passed on to me! It's sad that this has to turn into a legal matter because they cannot accept their wrongdoing and take ownership of their actions. I refuse to pay for something I know I have not done or am responsible for. In addition, it took ******** over a month to figure out that this extra $50 dollars wasn't even authorize. ******** has had no problem continuing to tell me I'm responsible for this charge even though she clearly did not do her job of researching. As I mentioned before this apartment complex should really be audited because this has happen way to many times with zero apologies. This should have been investigated at the time she received the invoice and I questioned the charges. ******** continues to lie. It's been 5 days and the charges continue to remain the same on the ledger. Not that it matters at this point because I'm disputing the whole charge, but it's just the lack of urgency and the lack of ownership that continues to shine through this ordeal from property manager. I would also like to state that it took 17 days for the invoice to be sent to me and like I stated before I was being billed for charges that they couldn't even prove or get back with me until 17 days later. It doesn't take long to ****** and search that Redi Carpet is a carpet company that caters to property management companies. The client (******** & Wildgrass Apts) have a portal with easy access to invoices and guess what a calculator to calculator the quality of carpet to pass the charges to the tenants. Go figure! I don't think I need to say any more at this point its clear what they are doing. Also I would love to know what math you are using because the invoice for the charges for the entire replacement of carpet was $1108.08 including the unauthorized charge of $50. So If I divide the full charge $1058.08 (minus $50) by 5 years, that means the carpet would be $211.62 a year. $211.62 x 3 years which is not even accurate because I lived in the apt more than 2 years but just to make a point it gives me $634.86. So I'm confused how I'm being billed for $716.91 as the prorated amount. I know ******** is trying really hard to justify the charges but I think it's very clear that it's just passing on charges on to the tenants and that she has done zero to try and assist me with this matter. I will continue to dispute these charges because I refuse to pay for something that's not true. 

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

• Initial Complaint

  Date:12/06/2022

  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 out of ******************* in ******* on 11/18. I lived in that apartment for 5 years and was charged a full paint. There was no color change on the walls and it was normal wear and tear. I was charged for trash, there was no trash left in the unit. I was charged for broken blinds and there was no broken blinds left in the unit. I have emailed 3 times now asking for proof of the damages. I want those 3 charges removed and my deposit sent back to me.

  Business Response

  Date: 12/08/2022

   In response to this case, in reviewing the charges,the resident was refunded the amount charged for the paint as the resident did in fact reside for an extended period of time. The charges for the blind and the trash are documented by photos and those charges remain. The resident will receive the balance of the security deposit, minus those charges for the blinds and trash. The resident has been notified by our office of the same. Please let us know if we can be of further assistance. 

  Customer Answer

  Date: 12/08/2022

   
  Complaint: 18535709
  
  I am rejecting this response because:

  We missed that trash under the sink, I understand that charge. However, the blinds were not broken, as you can see in the picture, it is just the top blind piece that easily gets knocked out of place but can be put back. No part of the blinds are broken and nothing would have needed to be replaced.

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

  Business Response

  Date: 12/19/2022

  The blinds were in fact broken. You can't reattach the slat as it was broken from the string... The charge is legitimate. 

  Customer Answer

  Date: 12/19/2022

   
  Complaint: 18535709
  
  I am rejecting this response because:

  If you look at the other 2 sets of blinds right next to it, you will see that they are 2 slats unattached to the string that are just for decorative cover for the top of the blinds. Again, nothing was broken  you can clearly see the full row of blinds that move up and down are undamaged. All you had to do was slide that blind slat in between the two pieces of plastic. Maintenance would have noticed that and placed the blind back where it should have been and not replaced the entire set of blinds.

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

• Initial Complaint

  Date:11/16/2022

  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 had a mold issue in my apartment last year. They cut the wall out and did no treatments. My allergies in the apartment got so bad the past few months I could not stay in the apartment. I emailed the property manager to let him know how bad the air quality was again and he ignored me. A week later I found mold on the wall while taking my things out of the apartment and let him know. He did not offer to address the air issue the week prior. I asked if we could break the lease due to this issue (without a fee for the unsafe living conditions) and he said he was awaiting lease fee waiving approval and then I was emailed a ***** dollar charge.

  Business Response

  Date: 11/18/2022

  There was a prior moisture issue in the apartment due to a dryer vent causing excessive humidity. The section effected was cut out and removed. The issue causing the moisture was repaired. Maintenance did treat the area. Maintenance then repaired the drywall. A updated air quality test was completed. The situation was resolved. Several months later, the onsite manager received an email on 10/26 stating that the resident's allergies were acting up in the apartment. In that email there was not a maintenance request or claim that there was a current mold issue. It stated that "her allergies were worse than when she had the mold issue" but did question "if there was a way out of her lease without dropping money". On 10/27 she sent another email saying she was moving out of her apartment. I replied via email on 10/27 that I asked if she wanted maintenance to come to her apartment to investigate the issue. She quickly replied "there was no need since she was moving out". On 10/31 she sent over a picture of what appears as 5 small circles behind the mirror that she said was mold. No testing was done. On 11/3 I reached out to her stating that we had moved her out of the system. On 11/15 she emailed us saying that she didn't know she had to pay the termination fee due to the mold issue. On 11/16, I replied via email stating that due to the fact that she moved without notice the early termination penalty would be upheld. I also stated that since there was no proper communication about a maintenance request or allowance for maintenance to resolve an issue in a timely fashion, we would not be waiving the early termination fee in the amount of $3,070. Along with the carpet damage charge and final utilities the final balance is $3,609.12. 

  In summary, there was not an air test completed nor a mold sample test completed to see if the spots on the wall were in fact mold. There was no request for proper maintenance in the apartment. She had already moved out before a solution to the situation was determined. Without testing there is no way to state the apartment was in unsafe living conditions. There was email communication. The final balance did only reflect $3070 for the early termination fee of the lease.

• Initial Complaint

  Date:10/11/2022

  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.

  10/11/21 - the office refused to take rent payment. ***** the office manager was extremely disrespectful and uncooperative. I paid my rent electronically on 10/3 and they stated it was returned on 10/6. I previously went into the office to make sure there was not an issue because the money was not drafted from my account. I went and got a money order and he refused to accept payment. I would like to take legal action

  Business Response

  Date: 10/18/2022

  We refused to take a partial payment, as we do with all residents and it is stated in the lease that payments must be made in full at time of payment.  ****************** came in to pay rent after receiving notice that her payment was returned due to Insufficient Funds and only brought in the rent portion that was owed. We explained that we must have payment in full to accept her payment and she refused to pay the difference. This is the same for all residents when making payments. When ****************** came in last week, we had not received the returned payment yet and explained to her that it could take 3 to 5 business days for it to clear. We are more than happy to take payment from ******************, as long as she brings the full amount to the office.

  Customer Answer

  Date: 10/19/2022

   
  Complaint: 18199411
  
  I am rejecting this response because: I should not have had to pay the late fee because full rent payment was made on the 3rd and when I came to the office. I also am requesting managers license # and will be filing a complaint on license. There is no excuse for poor customer service and lack of assistance. I still have not received a response to any former emails regarding my move out date of November 30th and the medical records sent in to show I am having an emergency and must move out by the end of November.  I am requesting refund for late fee. Still waiting to hear back from regional manager.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 10/20/2022

  We appreciate your feedback but would like to make sure that you understand the procedure for rent payments. While you did submit your payment through the online portal on time on 10/3/2022, unfortunately, the payment was returned to us due to Insufficient Funds. Therefore, your rent was then late and not paid on time, and you were charged the late fee. So, we will not be able to refund your payment of the late fee, as it was owed due to the payment being returned. Please understand that it can take 3 to 5 business days for an eCheck to clear your account and just because it was submitted before the rent was late, it does not mean that you have made payment until it clears the banks. This means that if you submit payment by the 3rd and do not have sufficient funds and the payment does not clear, then you will be subject to late fees and returned payment fees. This is the same for every resident, as it was explained to you in the office.
  
  Regarding a response for your move out date, we tried to complete a Notice to Vacate form in the office with you when you came in to discuss this. You did not complete the form, took it with you when you left the office and have not returned it. You had been emailing with the previous Assistant Manager and he is no longer with the company. However, we were able to find the email thread between the two of you and he explained the requirements to submit your notice. This was explained again when you were in the office.Your lease is set to expire on December 7th, and you had reached out to him asking what the process was to terminate your lease by October 31st, not November 30th, due to family legal issues with the courts. After he responded with your options to terminate your lease early, you responded asking why you would have to pay the penalties and concession charge back, which he responded and answered for you, and you did not respond back or come in to complete the notice to vacate. I have attached the email thread to this response. We have yet to receive the signed notice to vacate form from you or your roommate, both residents have to sign it in the office, or it has to be notarized before being returned to us. Once we receive this, we will be able to put you on notice for the 60 days that is required by your lease. If we do not receive it and you vacate without providing notice,you will be subject to the lease break fee and concession charge back that was explained to you.
  
  We hope that this clarifies any confusion or misunderstandings and look forward to assisting you further.

  Customer Answer

  Date: 10/20/2022

   
  Complaint: 18199411
  
  I am rejecting this response because:
  I had previously spoke to **** who is no longer in the office. I have the email and showed it to you in the office. I gave my 60 day written notice and will be vacating as previously stated and will not be renewing my lease. I will be filing a motion with the civil court agains manager and company. Thanks 
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:10/03/2022

  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 rented a unit within the **************** community operated by Bainbridge Companies LLC. I gave notice in March of 2022 that I was going to have to vacate my residence earlier than my lease, effective May 31, 2022, due to family emergency/issue with management and some interactions with other occupants within the community. They listed my unit as available within the week on their site and also removed the available listing that same week, implying they already had it under contract with a new renter, to move in June 10, 2022, ten days after my vacate date. I was surprised then that I got a phone call from a debt collection agency for two months rent, without having been contacted at all in any manner by the management of the community or Bainbridge, there were no emails, mail to my forwarding address, phone calls, nothing to let me know of any issues. So they are trying to get two months rent for a unit that was vacant for maybe 10 days from two separate individuals. I could understand and work something out had the unit not been under contract/rented, but this seems like bad and fraudulent business practices to me, and I have contacted legal representation about all possible avenues and recourses. I appreciate your time with this matter.v/r *******************************

  Business Response

  Date: 10/11/2022

  The Bainbridge Companies took over management of The **************** on May 19th. The resident file is complete with all documents from the previous management company, including the lease contract. Attached you will find the signed notice of intent to move out, lease documents, and the move out statement. The Choice of Damages, Early Termination of Lease Contract shows the amount of $5,134 if the resident terminates the lease before the expiration date of 09.25.2022. The resident signed a notice on 03.30.2022 and moved out on 05.31.2022 providing a forwarding address in which the statement was mailed to. There was a $99 security deposit deducted from the charges, leaving a total of $5,035 due to the landlord. Thank you, The **************** 

  Customer Answer

  Date: 10/12/2022

   
  Complaint: 18052029
  
  I am rejecting this response because: I did not receive any certified mail from the business stating any remaining charges. The management had my former unit listed as available on April 4, 2022, and then removed from the site under contract within days with a 10 June 2022, move in date. I Had given over 60 days notice to vacate, I understand the clause in my lease stating that I could be held liable for two months rent but that also, the company had the option to waive that requirement. I also know of and saw a previous tenant who broke their lease early and was not subjected to the two months rent. It appears that the management seems to be discriminating against a disabled veteran and not others. I understand that had the unit been unoccupied for two months, the need to collect the rent, but I can't understand the justification to collect two months of rent for the same unit from two separate individuals.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 10/20/2022

  Attached you will find the Notice of Intent to Vacate. Circled on page 2 it states "We acknowledge receipt of your move-out notice. We do not approve it or release you from liability under the Lease Contract. However, we are entitled to rely on your notice for purposes of reletting your dwelling unit to others." The Bainbridge Companies took over management of The **************** on May 17, 2022 and has the information provided in the lease documents and file regarding your residency. Thank you.

• Initial Complaint

  Date:09/28/2022

  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 wife and I reside in Bainbridge at ************** in *******. We have an obnoxious, disruptive tenant above us for the last few months. We have brought this to their attention on numerous occasions. All they do is accuse us of harassing her when all we did was ask her politely to keep it down a bit, we believe there is favoritism of some kind going on with the property management. We have not been late on a rent payment, we follow the policies, and dont make noise. We have not been able to relax or sleep comfortably in our apartment for months. There is constantly trash scattered all over the parking lot of the complex, maintenance is not helpful. I have made multiple calls to the corporate office both in ******* and Wellington and nobody answers the phone. I either want the tenant above us moved or I want us to be moved to the 3rd level. And all weve gotten from the front office is the attitude that we are causing the issue when all we want is a peaceful apartment that we live in and used to love living in. I honestly regret that we extended our lease with these people, and I would encourage anyone moving to the ***************** area to avoid this companys properties.

  Business Response

  Date: 10/03/2022

  Dear ********,

  Thank you for your review and feedback. We apologize for the noise issues you are experiencing with your neighbors. Living in close quarters to others can be extremely challenging at times. Each previous complaint received was documented and a courtesy notice was sent. Because this issue is reoccurring, please contact the office via email at ************************************** or call us at **************. We would like to discuss some options in hopes of finding a resolution.