Complaints

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

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  Bay Property Management Group

  1114 St Paul St Suite 1A Baltimore, MD 21202

  
• 

  Bay Property Management Group

  216 Crain Hwy N STE 202B Glen Burnie, MD 21061-3085

  
• 

  Bay Property Management Group

  1 Heighe St STE 1D Bel Air, MD 21014-4130

  

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:05/09/2025

  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.

  The property management company my landlord recently fired (BMG Laurel) during my active lease is retaining the pet fee I paid through their tenant portal that was meant to go directly to my landlord (the property owner). Getting a pet added to my lease was a nightmare and a half in the first place thanks to BMG (they dragged it out and complicated it unnecessarily), and now they are keeping the fee I paid ($500) to add my pet to my lease. I signed the pet addendum they created (which took them over a month to add to my lease in the first place) on 4/7/25, the same say I paid the $500 pet fee specified in the addendum contract (please see attachments). BMG's services were terminated at the end of April, and now my landlord has a new property management company -- in the transition to the new property management company, BMG did not provide or seemingly retain any record of my signed pet addendum from 4/7/25, and now they are keeping my $500 too (I re-signed the pet addendum that was originally issued on 4/7 on 4/29, an my landlord countersigned on 4/30, and could not locate my signed 4/7 copy since BMG has revoked access to my tenant portal following their termination; BMG's official termination date was 4/18). This money does NOT belong to BMG under any circumstances. I will be needing that money refunded so I can appropriately dispense the funds to my landlord.

  

  Business Response

  Date: 05/14/2025

  We would like to clarify the matter regarding the non-refundable pet fee.

  Per the signed Pet Addendum, the tenant agreed to a $500.00 non-refundable pet fee, which was officially released to the property owner on April 7, 2025. The corresponding owner statement reflecting this disbursement was provided to the owner, and a reminder email was sent on May 12, 2025, confirming that the funds had been posted to their account on April 7.

  Since these funds have been fully released to the owner and are labeled as non-refundable, any decision to return the fee would rest solely with the property owner. As the fee was contractually agreed upon by the tenant and is non-refundable per the lease agreement, no further action is required on our end.

  Sincerely,                                   
  Bay Property Management Group

  
  

  Customer Answer

  Date: 05/14/2025

  
  Complaint: ********
  
  I am rejecting this response because:

  I understand that the $500 I paid on 4/7/24 was non-refundable, that is not the issue here. I am not seeking the funds to be refunded to me so I may keep the money, but rather I am urging BMG to transmit the $500 to my landlord, ****** ***********. ******* reached out to me earlier this week stating that she never received the $500 deposit, which must mean BMG has kept that money without appropriately routing it. The property owner has now confirmed with me several times that she has not received that money (I asked for confirmation AGAIN after reviewing BMG's response to my complaint to ensure I wasn't misunderstanding anything) -- see pdf file "(BBB complaint) ***** Mail - Re_ Checking in_ Pet Fee" for proof and confirmation of the facts).

  BMG needs to follow up and follow through with the property owner (*****) to ensure that $500 is rightfully dispersed to her. My new property management company further confirmed that BMG is holding onto that $500 and that said $500 was not transferred to the property owner upon BMG's termination (see attachment titled "Misc. Addendum- **** **** ** ** *****, Washington, DC 20001 LEASE-******", pg. 1, which states "Tenant acknowledges that a non-refundable pet deposit of $500 was previously paid directly to Bay Management Group (BMG). The deposit was held and managed by BMG and is not currently held by the Owner or the current Property Management Company.").  

  BMG needs to right this wrong with my landlord (the property owner, ***** ***********) and disperse the appropriate funds to her promptly. I do not appreciate the lying and deceit on their end, this is no way to run a respectable business.

   

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

  

  Business Response

  Date: 05/15/2025

  We sincerely apologize for any confusion and would like to clarify the matter below: 

  As mentioned in our previous response, the non-refundable pet fee has already been deposited into the owner’s account and is visible on our system. Our team is currently in the process of formally closing out the property.

  Per the Property Management Agreement, Section 11 (Termination), the following applies: “Manager may withhold funds for up to 60 days after the end of the month, in which this agreement is terminated in order to pay bills previously incurred but not yet invoiced and to close accounts”.

  We understand that the funds may not yet have appeared in the owner’s bank account. However, once the account is fully reconciled and all outstanding bills are processed, the final disbursement will be completed and reflected accordingly.

  We appreciate your time and consideration in reviewing this response. If further clarification is required, please do not hesitate to reach out.

  Sincerely,                                   
  Bay Property Management Group

• Initial Complaint

  Date:05/05/2025

  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 filing a formal complaint against Bay Property Management Group (BMG) Baltimore for negligence, breach of contract, and failure to uphold core property management responsibilities for my property at *************************************************** approved a tenant, ****** *****, despite her extensive history of failure-to-pay-rent (FTPR) filingsover a dozen cases since 2019clearly discoverable via ******** Case Search. This violated **** own screening criteria and breached our agreement. Due to this failure, the property became unstable, unsafe, and was allegedly occupied by a squatter.From July 2024 to February 2025, BMG failed to collect rent or utilities, resulting in eight months of lost income. Despite this, they continued to collect management fees, causing substantial financial harm and stress.Communication throughout this process has been consistently poor. In August 2024, I notified BMG that utilities were unexpectedly transferred back to my name. I raised concerns about tenant abandonment, yet received no follow-up for nearly a week. This lack of urgency persisted in all critical matters.BMG also neglected property maintenance. In September/October, I reported suspicious activity and a broken fencejust weeks after concerns of abandonmentbut BMG took no action. This violated their contractual duty to maintain the property in habitable condition.Eviction efforts were mishandled. The court approved the July FTPR on September 10, yet BMG falsely claimed they hadnt received the signed documents. The Sherrif's Office confirmed receipt on September 17. BMG only acknowledged having the documents on October 25over six weeks after court approvaldespite repeated inquiries.BMG's continued failures have resulted in significant financial loss, safety concerns, and ongoing distress. I request immediate corrective action and appropriate restitution.

  

  Business Response

  Date: 05/08/2025

  We understand the complaints raised, we have thoroughly reviewed Mr. ******** complaint and wish to clarify the following:

  The tenants eviction proceedings were diligently pursued. After an initial Writ of Restitution was granted on December 18, 2024, *** remained in constant contact with the *******************. It is worth stressing out that on December 18th,2024 an earlier eviction was granted but was canceled after a partial payment was submitted by the tenant, which in this case, Bay Property Management Group are obliged to accept, however, this payment by the tenant was made utilizing a fraudulent money order.

  Regarding rent collection, our team issued Failure to Pay Rent notices via certified mail to ensure that the proper documentation and delivery, including in-person contact with one of our inspectors, allowing direct communication with the resident.

  We require a clean rental history for 3 years.  At the time the tenant applied, she had not been filed on in a rent court for 3 years. Her credit met our minimum requirement of no less than 640.  Additionally,all applicants that are registered sex offenders or have had felony convictions within the last 10 years or have been released from commitment for a felony within the last 5 years are not approved. Bay Property Management Group adheres strictly to local state and federal Fair Housing laws. Moreover, due to the Fair Credit Reporting Act the company is not permitted to share applicants credit records. Please also note that courts do not allow filings for unpaid utility bills (such as water). We are only permitted to file for Failure to Pay Rent.

  There were several instances where the owners direct involvement in ongoing maintenance matters disrupted our teams ability to act promptly, in addition to delays in timely funding which caused setbacks in our internal operations and service execution.

  Under Section 8 (Manager Assumes No Liability) and Section 9 (Indemnification and Owners Responsibility to Defend) of our Management Agreement, **** liability for damages, losses, or legal costs is expressly limited.
  Based on the foregoing and the absence of any evidence showing willful misconduct or breach of statutory duty, we respectfully decline the requests for full fee reimbursement and payment of outstanding rent. We remain committed to improving our processes and are available to discuss any lingering concerns.

  We remain committed to improving our processes and understand the concerns lined up by the owner. We regret any confusion or frustration this has caused.

  Sincerely,                                   
  Bay Property Management Group

  

  Business Response

  Date: 05/16/2025

  We acknowledge the owners continued concern and have reviewed the latest submission. However, we note that no new evidence or information was presented to support the claims beyond what was already addressed in our initial response. 

  As previously stated:

  The eviction process was executed diligently and in accordance with legal requirements, including coordination with the Sherriff's Office.
  The tenants application met BMG's screening standards under Fair Housing guidelines, with no disqualifying history at the time of approval.
  BMG actively pursued rent collection and maintained communication throughout the process.
  Delays caused by the owners direct involvement and funding lapses further complicated service execution.
  Under the terms of the Property Management Agreement (Sections 8 and 9), BMG's liability is contractually limited and indemnified.
  
  In addition to the outlined points, wed like to clarify that the eviction process experienced delays in part due to direct involvement by the owner.

  As documented in our communication history, the owner independently contacted the Sherriff's Office to coordinate eviction steps, without first consulting BMG. This caused misalignment in the process and required us to halt or reset the formal procedure to remain compliant with legal and procedural requirements.

  Our Property Manager proactively followed up to confirm the owners actions, but this lack of coordination contributed to the overall delay. Please find additional attached PDF for further reference.

  We continue to stand by our original response and respectfully decline the owners request for reimbursement.
  
  Sincerely,
  Bay Property Management Group
  

  
  

  Customer Answer

  Date: 06/03/2025

  Better Business Bureau:

  I would like to reject the offer of Arbitration for complaint ID ********. Thank you to the BBB for overseeing this process. It is evident that the organization is not operating in good faith and the essence of professionalism. 

  Sincerely,

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

• Initial Complaint

  Date:04/21/2025

  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.

  I am filing this complaint due to repeated mismanagement, lack of accountability, and failure to deliver contracted property management services—despite continued payment. Since 2/14, nearly every issue has been resolved by the tenant or me, with no meaningful contribution from BMG. Most concerning is an incorrect $206.70 lock change charge, which I request be refunded. This charge was formally challenged, and BMG's “review” has been ongoing since 3/22—despite both the tenant and HOA confirming that a spare key was available and used by BMG on 2/10. BMG proceeded with the lock change anyway and continues to contradict these verified accounts while refusing to take responsibility for the unjustified cost. Additional issues include: Faucet Installation Oversight: Before the 4/17 install, the tenant alerted BMG to a building-wide water shut-off. BMG dismissed the concern. The plumber arrived unaware, couldn’t test the faucet, and warned it may require a follow-up visit—again placing the burden on the tenant. Supervisor Misrepresentation: On 4/17, a supervisor claimed all concerns were addressed, despite the tenant escalating to me the day before due to lack of response—misstating facts and attempting to conceal ongoing service failures. Failure to Deliver Paid Services: BMG’s promised “1-business-day response” has been consistently unmet. Since 2/14, all key tasks—maintenance, onboarding, and HOA coordination—have been handled by the tenant or me, yet full management fees were charged. I am also concerned about potential retaliation following my formal termination on 4/18 and request that the BBB monitor this case going forward. I respectfully request: -Immediate refund of $206.70 for the lock charge -Formal acknowledgment of service failure since 2/14 -Ongoing BBB monitoring to ensure professional conduct post-termination

  

  Business Response

  Date: 04/25/2025

  We sincerely apologize for any inconvenience and confusion this may have caused.

  To clarify the situation, it’s important to note that, for safety reasons, locks are changed between each tenancy, in compliance with homeowners association rules. However, the HOA did not inform us that they had already changed the locks as part of their standard services. As a result, we contacted our preferred vendor to change the locks, unaware that this would be the second lock change.

  After reviewing the situation, our team realized that this would, in fact, be the second time the locks had been changed between the last and current tenants. We have taken the request into consideration and, as a goodwill gesture, we will reimburse the requested amount. However, please note that this reimbursement may or may not affect the total balance due if there are any other outstanding charges on the owner’s account.

  Sincerely,                                   
  Bay Property Management Group

  Customer Answer

  Date: 04/29/2025

  
  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:03/14/2025

  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.

  This property management company took over my apartment building and did not notify us now I am seeking information and receiving court forms for late rent. I havenot been able to get in contact with anyone. Neither has my neighbors. They are claiming that we all are late for rent for January, February, March and they are trying to change our policies that are against the original lease that we signed with the original property management company which is called ******. None of my phone calls have been returned, and I am currently sitting outside of the property management location and they will not allow me tocome in. They are also trying to raise my rent and change the due date of my rent.

  

  Business Response

  Date: 03/21/2025

  We appreciate you reaching out regarding the complaint submitted by Ms. ****** ********. We want to assure you that we are actively working to resolve this matter in collaboration with all involved parties

  Currently, we are in the process of reviewing the details of her rent payment history and communicating with the previous property management company to ensure accuracy and fairness in the resolution.

  Most of the outstanding charges have already been resolved, and we are now awaiting confirmation on the March payment. The latest records we reviewed indicate that the payment status is marked as processing, but we have not yet received confirmation that it was successfully completed. Our team has already reached out to Ms. ******** for further clarification and is awaiting her response.

  As we continue working toward a final resolution, we will provide an update as soon as we have concrete information to share. Please rest assured that we are committed to addressing this matter in a timely and fair manner.

  Thank you for your patience and understanding.

  Sincerely,         

  Bay Property Management Group

• Initial Complaint

  Date:03/03/2025

  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.

  They stole my Rental insurance check with my name ***** ***** on it I never gave them permission I never signed the back of the check at all or was it addressed to anyone from this company..Because I do not work for this company I reside in one of their properties they are refusing to give me my money ASAP they are telling me to wait after they stole my money and never informed me about the check being mailed to them..That is fraud It has been over 4 weeks Still No payment I just keep getting the run around

  

  Business Response

  Date: 03/05/2025

  We sincerely regret any inconvenience the tenant experienced and want to assure you that our priority has always been to ensure the quality, fairness and honesty of our service.

   The issue arose due to an error in a claim form, where the tenant experienced a faulty toilet valve that caused flooding in multiple rooms of her unit, resulting in damage to her personal property. Our company name and address were mistakenly listed as the recipient instead of the tenant. As a result, the check from the insurer was sent to us instead of directly to her.

  Once we identified the error, our team immediately submitted a check request to process the reimbursement. The tenant was informed that the accounting department would need a few days to complete the request, which at the same time, we informed the tenant that we would notify once the check was ready for pick-up.
  As for March 03/04/25, the check was ready for pick-up, our team has successfully notified the resident via call and SMS, and today, March 5th, the tenant has confirmed that she was able to pick up the check in question for the amount requested.
  

  
  We appreciate the tenant’s patience and have taken the necessary steps to resolve this matter as quickly as possible. Please let us know if any further information is needed.

• Initial Complaint

  Date:01/29/2025

  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 1/3/25 I reported an issue with my heat which I believed to be a thermostat issue. I could hear a fan running so at the time I didn't realize my furnace was inoperable. Management responded right away that a technician would be reaching out. The technician scheduled an appointment for the following week because they did not consider this to be an emergency. It snowed on 1/6/25 so they came out on 1/7/25. After an inspection of my furnace they said the heat was not working and there was some sort of parts issue. They would need approval from management before the parts could be ordered and repairs could be made. On 1/10/25 Lucy Paz sent me email letting me know another technician was scheduled to come out. When this technician came out he informed me he was from a new company. I thought he was coming to make the repairs but once again I was told parts had to be ordered and the furnace would remain inoperable. I sent a following up email asking when could I expect the heat to be fixed because it is the dead of winter and freezing in my apartment. I was told it depended on the pieces that need to be replaced. She asked if I had been provided with a space heater and I said no. They dropped off a small heater which is no help with the temperatures so cold and poor insulation in the apartment. Once I learned they are basically getting estimates and not treating no heat in the winter as a priority, I became furious and sent another email noting all of the issues I have experienced while living in this apartment. Raw sewage in my kitchen due to leaks in the apartments above, a huge hole in my bathroom ceiling for over a month due to leaks from the apartment above, fraudulent hot water charges when there was a separate hot water tank for my unit in the basement, extreme heating bill last year which appears to be from a faulty furnace. It's day 12 and still no heat! They are now canceling my repair orders as if repairs have been made and no longer responding to my emails.

  

  Business Response

  Date: 01/31/2025

  We sincerely regret any inconvenience the tenant experienced and want to assure you that our priority has always been to ensure the quality, safety, and efficiency of repairs.

  Below is a timeline outlining our response and actions taken to resolve the heater issue:

   - January 3, 2025 – Our team received a work order regarding a heating issue and immediately dispatched a heating vendor to inspect and resolve the problem.
  
   - January 6, 2025 – Due to vendor availability and hazardous road conditions caused by the weather, the service was scheduled for the next available date, January 7, 2025.
  
   - January 7, 2025 – The vendor conducted a thorough inspection of the heating system and determined that the control panel and roll-out switch required replacement. The technician also recommended replacing the thermostat. On that same day, we provided the tenant with a temporary space heater from our office, even though the tenant had previously confirmed she already had a space heater of her own.
  
   - January 10, 2025 – We scheduled a follow-up technician visit from the original HVAC installer to verify the issue. The technician confirmed that the faulty parts were under manufacturer warranty, requiring warranty validation before ordering replacements.
  
   - January 15, 2025 – The manufacturer officially confirmed the warranty, allowing us to proceed with the order for the necessary replacement parts.
  
   - January 16, 2025 – The vendor installed the replacement parts and thermostat, fully restoring heat to the unit.
  
   - January 17, 2025 – We informed the tenant that a rent concession would not be provided, as she remained in the unit throughout the repair process and had access to a temporary heating solution (space heater) during this period.
  
  Regarding duplicate work orders submitted by the tenant, our team closed the duplicate requests to prevent confusion, as the repair process was already actively underway. The tenant was notified accordingly.
  We acknowledge the inconvenience and appreciate the tenant’s patience. However, we would like to point out that our team responded promptly and diligently, working within the constraints of vendor availability and manufacturer warranty requirements. Throughout the process, we ensured that the tenant had access to temporary heating while repairs were completed. As of now, we can confirm that the heating system is fully operational and functioning without issues.

• Initial Complaint

  Date:10/31/2024

  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.

  I am filing a complaint against Bay Management Group Property Management (BMG) due to their breech of contract and failure to uphold fiduciary responsibilities. My husband and I were previously contracted with BMG to manage our rental property located at **** ***** **** *** Baltimore, MD 21202 for the last 2 years. We opted to terminate our contract with BMG effective 10/4/24 after providing the required 30 day notice. However, BMG has been holding rent money and security deposits that they collected on our behalf and refusing to disburse the funds claiming that they have 60 days from the date of termination of the contract to do so. This action is retribution for cancelling the contract in addition to the fact that we are seeking to obtain additional funds that were erroneously taken from us by the company. Due to these actions, BMG is causing us a financial hardship in that we are unable to pay our mortgage for the property and will be 2 months behind as a result. I have reached out several times for an update on when the funds will be released only to be told repeatedly that BMG has up to 60 days to return the funds due to close out activities which defeats the purpose of giving a 30 day notice. The company will not tell us when our funds will be released and refuses to cooperate with our new property manager. As a result of this, we cannot effective began a new contract with the new property manager and have since listed our property for sale because of the hardship in an effort of avoiding foreclosure. In short this company is unscrupulous and a bunch of crooks. I have additional correspondence if necessary to further document my claims.

  

  Business Response

  Date: 11/05/2024

  We want to address the recent inquiries and provide clarification regarding the termination process as outlined in our Property Management Agreement (PMA) dated 12/7/2022. Specifically, as stated on page 6 under Section 11. Termination, the Agreement allows the manager to withhold funds for up to 60 days after the end of the month in which the Agreement is terminated. This withholding period is necessary to cover any outstanding bills that have been incurred but not yet invoiced, as well as to close out the accounts associated with the property.
  
  Since the termination date is October 4, 2024, we are within the allowable timeframe and can legally withhold funds for up to 60 days following the end of October. However, please rest assured that we are actively working with our team to resolve all outstanding matters and close out the property as soon as possible. While 60 days is the maximum allowed for finalization, we are doing everything we can to ensure the process is completed efficiently and promptly.
  
  Regarding the specific issues raised:
  
  Keys and MDE Renewal: Upon review, we have confirmed that the credit for the keys and the MDE renewal have already been addressed. The owner credits were applied on 11/22/2023 for the keys issue and on 9/25/2024 for the MDE renewal. Please find the relevant portions of the owner statement attached for your reference.
  
  Snow Removal Charges: As for the snow removal services, we have on record written approval from the owner, which states: “With respect to snow removal, we give our consent to hire someone who charges a reasonable amount if it snows after hours.” At the time the snow removal services were rendered, it was indeed after hours during a snowstorm, and therefore, the charges applied remain valid.
  
  We truly appreciate your understanding and patience throughout this process. If you have any additional questions or need further clarification, please don’t hesitate to reach out. We are here to assist in any way we can.
  
  Thank you for your continued cooperation.

  Customer Answer

  Date: 11/06/2024

  
  Complaint: ********
  
  I am rejecting this response because: I have been going back and forth with this company for months about these issues to no avail.  I have detailed emails explaining that BMG vendors lost the keys to the property due to leaving the lockbox unsecured or misplacing the keys.  I agreed to have the property rekeyed for tenant safety but explained that I would not be responsible for the cost due the BMG's negligence. With regard to the snow removal, I agreed to having snow removal conducted based upon the estimate that I was provided.  As a part of the work order repair limit set which is $150 and based upon the estimate provided BMG was in error for authorizing snow removal that exceeded both the estimate provide and the maintenance limit which would require additional approval.  I have also attached pictures of the snow fall which was very minimum to justify the cost of the snow removal.  BMG did not do their due diligence to obtain bids for the service to ensure services were charged within the amount quoted. BMG has previously taken responsibility for issues by paying the bill for the rekey and also refunding the difference between the estimate for snow removal and what was charged.  However, they turned around and took the money back, for which I have a big issue.  In regard to the withholding of owner's funds for up to 60 days.  The contract stated that we had to provide 30 days notice for the intent to terminate the contract so that BMG may conduct close out functions which we did.  We did not have any outstanding bills beyond the prorated daily amount for management fees from 10/1-10/4/24. Additionally, the contract states that they can take up to 60 days not that they "will or must" take up to 60 days so this seems like it is retribution.  I have reached out several times and inquired when the funds would be released with no success.  I also explained that withholding our funds is causing a delinquency with our mortgage payment and asked if BMG would be paying any of the late fees to which they declined.  At this point they are holding our funds without cause because we do not owe them any money or have any outstanding bills with the company.  They are inherently taking 90 days to close out the account when this should have been wrapped up within the 30 day notice that we provided to the company.
  
  Sincerely,
  
  ****** *** ***** *****

  

  Business Response

  Date: 11/07/2024

  Thank you for your continued patience as we’ve reviewed the details of your account. After further investigation, we wanted to provide some additional clarification regarding the charges and services in question.
  
  It appears that the $500.00 rekey charge was partially credited by the vendor, who applied a $250.00 discount directly to the owner by reducing charges for a separate job. As the owner was paying the vendor directly, we were only able to confirm the discount based on the vendor's records when our team negotiated with them.
  
  For the snow removal, we’d like to clarify that the service was completed outside of regular business hours, resulting in additional charges. As mentioned in previous communications with the former Property Manager, snow removal typically falls within a specific price range. However, due to the unusual circumstances surrounding the service, the charges were higher this time. Snow and ice removal are critical for safety reasons—accumulating snow and ice on walkways, driveways, and parking lots can create significant hazards, and property owners are legally required to maintain a safe environment. Additionally, failure to complete this work in a timely manner could result in fines or penalties from the city.
  
  At the time of the snow removal, the only available vendor was the one who completed the work. Given the urgency and the limited options, we had no choice but to proceed with the service to ensure the property remained safe. The vendor's charges are in line with the work performed, and we believe it would be unfair not to compensate them accordingly.
  
  As for the final disbursement, per our previous response, we are actively working with our team to resolve any outstanding matters and close out the property. While the maximum time allowed for finalization is 60 days, we are committed to completing this process as efficiently as possible. We expect the final disbursement to be processed within the week, and ideally, it should be completed today.
  
  We truly appreciate your understanding and cooperation throughout this process. Should you have any further questions or need clarification, please don't hesitate to reach out.

  Customer Answer

  Date: 11/11/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  1. With respect to the cost to rekey the locks within the building, BMG paid the vendor ****** $500 for the expense of doing so, I have attached a copy of the paid invoice. I have also attached a lengthy email that I sent to Megan S******** who was a Management Coordinator explaining that I was not going to be responsible to for the cost of rekeying the property as that was due to BMG negligence.  With respect to the discount of $250 provided to me by the vendor, that ultimately did not have anything to do with the cost of rekeying the building as BMG took $500 from me so the vendor providing a discount does not make me whole because I should not be responsible for that cost because again BMG's vendor's either lost the keys or did not secure the lockbox at the property. To the point that we were paying ****** Construction directly, this was true however I would advise if the cost should be deducted from the owner's draw or if we would pay ****** directly.  Thus, for the matter of the rekey of the locks I informed the property manager that ****** had originally keyed the locks for the building I did not instruct them to use ****** to do the rekey.  I have always instructed BMG to obtain estimates so that we can go with the cheapest for the services required. BMG has also been notorious for misplacing our keys.  There was an occasion for which they placed keys to a completely different property into our lockbox which prevented our realtor from showing a vacant apartment.  This was after the building had been rekeyed after the BMG vendor lost the keys. After that incident no one knew where the keys to my property were.  I had to come out with a locksmith to gain entry into the building and attempt to have the locks changed again.  However, I was able to get the tenants keys and have copies made to avoid changing the locks again.  After I paid the locksmith $150 for the service, I learned that BMG had provided all of the keys to the property to ****** Construction.  I learned this after speaking with **** from ****** but no one in BMG had any record of when the keys were released and to whom. This again is unacceptable and poor management practices.

  2. As far as snow removal is concerned, I understand that service had to be rendered after hours which was the reason that consent to contract the services was requested.  I agreed to the estimate that I was quoted and nothing more.  It seems to have been a business practice to obtain an estimate from a vendor and then charge more than what was quoted and was definitely not justified based upon the area to be serviced and the amount of snowfall which is displayed in the photos.  Based on the photos there was only about an inch or 2 of snow, thus to charge $968 for two services of snow removal and application of salt should not equal to the costs that were charged.  In the event that the property was not certain of the prices for this particular vendor, she should have obtained additional bids. It is a best practice of a property management company to have more than one vendor that performs various services, so to state that this was the only vendor available seems a bit facetious. However, if this was the only vendor available that should have been communicated to me because at that cost I would have gone to shovel the snow myself.  This malfeasant of funds for services was blatantly unacceptable and an abuse of discretion.

  3. With respect to distribution of funds to date I am still waiting for the rental payments that were made to BMG and the security deposits to be returned.  I would also like a breakdown of any deductions that will be taken from the rental funds because as it stands the only thing we owed BMG was payment for prorated services until 10/4/24 when the contract officially ended. Furthermore, due to BMG's retaliatory actions of holding our funds we cannot on board with a new property manager.  BMG held up our funds simply because they could but without reason to do so. For this reason, I am continuing to demand the amount previously stated in my initial complaint.

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

• Initial Complaint

  Date:10/01/2024

  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.

  My wife and I hired BMG to manage our property. They did so for three years. Our contract expired on July 31, 2024. This was the same date the lease with our renters at the property expired. However, BMG has not paid us the last months rent they collected from the renters. They have also not returned to us the renters security deposit nor returned it to the renters. The property was the same as our current address: *** ****** *** Silver Spring MD 20902. The amount should be $3182.50 for the rent and $3673.27 for the security deposit.

  

  Business Response

  Date: 10/03/2024

  We would like to clarify the situation regarding the complaint about the management of the owner's property.

  The owner initially requested a termination of the Property Management Agreement on February 2, 2024. The tenants residing at the property moved out on July 31, 2024, and the PMA officially terminated on September 10, 2024.

  As outlined in the Property Management Agreement under Section 11.C - Owner Responsible for Payments:
  “Upon termination, Owner shall pay Manager any fees, commissions, and expenses due to Manager for services already rendered or payments due through the month of termination. Owner shall assume and satisfy the obligations of any contract or outstanding bill incurred by Manager under this Agreement. Manager may withhold funds for up to 60 days after the end of the month in which this Agreement is terminated to pay bills previously incurred but not yet invoiced and to close accounts.”

  Recently, the company experienced internet issues that contributed to the delay in processing the final payout.

  We understand that this situation can be frustrating, and we want to reassure you that our team is committed to expediting the process to ensure that funds are released as quickly as possible once all necessary steps have been completed. We anticipate processing the final payout by the end of this week.

  Thank you for your understanding.
  
  Sincerely,
  Bay Property Management Group
  

  
  

• Initial Complaint

  Date:09/11/2024

  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 11th, I woke up to chipped paint that fell on to my floor from my ceiling in my bedroom. I saw some yellowing and discoloration begin to form on the ceiling. I contacted my property manager for assessment on 7/11. Between 7/11 and the end of the month, the discoloration began to grow, and started to from down the wall and increased in size on the ceiling. It was determined that there was a leak, which has since been repaired (in mid-August). Before the leak was repaired, however, water was coming out of my outlet, mold began to form, my floors began to buckle, and to this day, I still do not have full use of half of my apartment. Today, 9/11, I finally got a repaired outlet that I can now use. Mold is still continuing to grow (according to the electricians who came a week and a half ago for further assessment, the outlet and casing was still completely waterlogged. I have been told that interior repairs will be started as early as the first week of October (3 months since the start of the issues); however, they will have to rip open my walls and floors for a repair and the work may take more than one visit, delaying use of my full apartment even more. Additionally, ripping open walls and floors will expose me to the mold and lead paint in my unit. I have asked the company for the license numbers for the contractors they’ve hired, and they will not provide them to me. I just moved in to this I unit in March 2024 and have been timely on all rent payments just to not be able to use half my apartment, while it still poses a health risk (I have a disability and an autoimmune disorder). Further, I have a pet who is exposed as well.

  

  Business Response

  Date: 09/26/2024

  We sincerely apologize for the inconvenience caused by the issues experienced in the unit and we completely understand the residents' frustration regarding the delays in completing the necessary repairs.

  
  Upon review of the case, the following timeline outlines the key events related to the repairs in your unit:

  - July 11, 2024 – Initial report of the chipped paint and discoloration on the bedroom ceiling. At this time, our team believed the cause to be a plumbing leak and conducted multiple assessments to confirm the source.

  - August 6, 2024 – After multiple evaluations by both in-house technicians and vendors, it was determined that the leak originated from the roof vent of the property, rather than a plumbing issue. We moved quickly to address this upon discovery.

  - August 9, 2024 – The roof vent repair was completed, stopping the source of the water intrusion. From this point, our team coordinated efforts to assess and address the interior damage caused by the leak.

  - August 11, 2024 – Our team arranged for an electrician to inspect the electrical components in the unit, particularly those affected by the water intrusion. The inspection revealed an issue with the bedroom outlet. For safety reasons, the power to the outlet was cut off until it could be safely repaired.

  - September 11, 2024 – The bedroom outlet was replaced, restoring functionality and safety to that part of the unit.

   

  - September 17, 2024 – The interior repairs, including mold remediation, were completed, and the damaged flooring was repaired as well.

  
  
  We recognize that this process has taken longer than anticipated. There were several factors contributing to the duration of repairs:

  - Complexity of Leak Identification: The source of the leak was initially difficult to diagnose. Multiple assessments were necessary to pinpoint that it originated from the roof vent, not from internal plumbing.

  - Coordination Across Multiple Units: The leak affected multiple units, which required our technicians to carefully manage and prioritize repairs to ensure all tenants received proper attention. This extended the timeline for completing interior repairs, including this unit.

  - Vendor Scheduling and Safety Concerns: Given the involvement of specialized contractors (roofers, electricians, mold remediation experts), coordinating their schedules contributed to the extended timeline. Additionally, our team prioritized your safety by cutting off power to the impacted outlet until repairs could be completed.
  
  We sincerely regret the disruption this has caused. Our focus has always been on ensuring the quality and safety of the repairs.

  After reviewing this case, our team agreed to offer a rent concession due to the ongoing issues in the unit, specifically the bedroom area. As mentioned, the impacted area accounts for approximately 25% of the unit, and we’ve taken this into consideration when calculating this concession.

  While 25% of the base rent amounts to $332.25 per month, we’ve decided to extend a slightly larger concession of $1,000.00. This concession covers the months of July, August, and September. The total amount was posted into the tenants' account on 09/18/2024.

  We did offer the tenant the option of staying in one of the vacant units while her repairs took place, however, she elected to stay in her unit while the repairs took place.

  We are committed to resolving this matter fully and ensuring that the living environment meets the standards that all residents deserve.

  Sincerely,

  Bay Property Management Group

  Customer Answer

  Date: 10/02/2024

  I was never offered a vacant unit to stay in. Additionally, the subcontractor that eventually came out to fix the buckling floors quit the job in the middle of because he was told by the contractor that he would not be getting paid for the work. I still have buckling floors in my unit, there is still moisture in my unit as indicated by a moisture meter reading taken by Bay Management (on the wall and floor). This situation is not resolved despite me getting a concession on rent. I still have waterlogged floors, and mold beneath these floors. 

• Initial Complaint

  Date:09/10/2024

  Type:Customer Service 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.

  Terrible communication, represent cheap owners. I have to say leasing experience with Bay Management was the worst I’ve had to date. The initial lease process was okay, but after that it quickly ran down hill. Bay managed my property, but it was owned by a cheapskate. I had to fight to get basic expectations met - like missing blinds installed and a new kitchen light. I had to make sure I was off work two separate occasions - one for a contractor to come out and get an estimate - then wait for owner approval - the installation. I was denied by the owner installation of missing screens for my windows. (So, it was either keep windows shut, or open them and let all the insects in.) Over the course of the year, I had two different property managers. Both were lousy at communication. There were several instances where Mariana did not return calls or follow-up on requests. For example, I was being mailed filters for my HVAC. However, I was never able to locate my unit to replace them. So, I asked multiple times where the unit was to do this (because they send reminders telling us to change them). To this day, and by two different property managers, I never received an answer. The “icing on the cake” was close to move-out, I get a text from property manager Leah saying the water bill needed to be paid. The problem is this was on the shut-off date from the water company!!! For some reason, they waited to forward the bill until the day it was scheduled to be shut-off! As you can see, I was then charged a late fee. Bay made sure to hold my deposit return for over a month to pay the final water bill. Bay also trains their receptionist to not transfer calls to managers. If you’re displeased with your property manager, they will not transfer you to anyone in authority above them. They let your manager know you’re “asking for a manager,” then usually, your property manager contacts you within minutes.

  Customer Answer

  Date: 09/11/2024

  My lease ended 7/24/2024, however, I vacated the property on 7/17/2024.  
  

  I’m asking for a refund of the $4.49 out of principle due to the leasing company not presenting me with the quarterly water bill until the day of shutoff!  (The shut off date is usually well after the first bill is sent.).  

  

  Business Response

  Date: 09/30/2024

  We sincerely apologize for the inconvenience caused,

  After carefully reviewing the complaint filed by the tenant concerning the $4.49 late fee associated with the water bill, our team has decided to proceed with a refund for the disputed amount.

  The tenant vacated the property on July 17, 2024, prior to the lease end date of July 24, 2024. However, there was a delay in presenting the final water bill for the previous period, which led to the application of a late fee.

  As a result, we will be refunding the tenant the $4.49 late fee. The check will be processed and sent to the tenant by Wednesday at the latest.

  We sincerely regret any inconvenience this may have caused and are committed to ensuring that such issues do not arise in the future.

  Thank you for your understanding.

  Sincerely,

  Bay Property Management Group LLC

  
  

  Customer Answer

  Date: 09/30/2024

  
  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.  Although the reason for the late fee application is incorrect in the reason Bay Management provided, the refund of the fee is sufficient.  (The late fee was assessed because the business failed to present me with a past water/sewer bill until the day of disconnection for payment.  Obviously, since it was marked for disconnection, a late fee had already already assessed.  My move out day has nothing to do with it.)
  
  Sincerely,
  
  ****** **** **