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:02/21/2024

  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 used Bay Property Management Group, LLC as my property manager for two years for a rowhouse rental I owned in Canton. I was relatively satisfied with their services until I decided to sell my property this past fall. I sold the property at the end of September 2023 right after my tenants had moved out. For the entire length of the contract, I had a stipulation that any maintenance repair above $500 needed to be approved by me before any repairs were made. I received my final account statement from BPMG on January 5, 2024 and was surprised to find that they kept $1,050 from my final balance to pay for an HVAC repair to the property. Two things concerned me: 1) I did not recall ever approving a $1,050 HVAC repair to the property (which would have been required since it is over $500; and 2) the invoice from the contractor, as well as my final statement from BPMG, said the repairs were made in December 2023, which would have been 3 months after I sold the property. I assumed there must have been some sort of mistake and reached out to my property manager, Phoebe, for clarification. I emailed her on January 8, 2024 and received no response so I emailed her again on January 22. After no response I left a voicemail for her on January 25. I still have not heard from her almost 2 months after initially reaching out about this issue. At this point I am assuming she is ignoring my emails and calls because the $1,050 repair was made without my prior approval, and therefore would be a breach of the contract agreement. In sum, I would avoid contracting with this company at all costs as it seems, at least in my case, that they have wrongly kept $1,050. And when I asked for a simple clarification, and gave my property manager all benefit of the doubt, she decided the best course of action would be to ignore me completely.

  

  Business Response

  Date: 02/27/2024

  We sincerely apologize for any inconvenience this may have caused the consumer. We are dedicated to addressing concerns and ensure our clients are fully informed and satisfied with our services.
  
  After investigating the matter, we acknowledge that the work should not have been done without his approval, and we will be refunding the owner $550 as his agreement with us stated we needed approval of repairs over $500.
  
  The reason the notification was so late was that the vendor was delinquent in sending the invoice to us.  In light of this situation, we have taken immediate steps to rectify the matter. This includes improving our internal communication processes and implementing stricter approval protocols for repair expenses over the maintenance limit.
  
  We appreciate for bringing this matter to our attention as our company is committed to providing exceptional service and transparency to our consumers.
  
  Sincerely,
  Bay Property Management Group
  

• Initial Complaint

  Date:02/14/2024

  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 hired BMG to find a tenant and manage a property in Washington DC around the end of 2022. First, they identified a tenant and told me they passed their checks and rent would be paid through work. Second, BMG signed my half of the lease providing this tenant the condo for one year Feb 2023-Jan 2024; month-by-month after this (Washington DC law I'm told). These two are the lease fee. BMG failed to tell me was that they took a few shortcuts on their advertised tenant screening: "Prospective tenants are screened for prior evictions, judgments, liens, bankruptcies, criminal history, sex offender registry, terrorist activity, and credit worthiness. We also require applicants to verify their income." In Jun 2023, BMG management admits they are not allowed to check actual credit score or account payment history; I'm told they only do criminal checks and a rental history check--I'm assured the tenant passed. This despite the fact that BMG didn't tell me the tenant is housed by the city's homeless rehousing program. BMG also failed to tell me that the lease they drafted and signed as the agent was untenable in at least two critical section that I know of, and according to their own affirmation, illegal to uphold in DC. At the end of the leasing period, I asked to not renew so I could sell (Section 2.3 and 2.36 of the lease); BMG refused to issue such a notice to the tenant. I waited and met with lawyers and real estate agents, and asked again in Feb 2024 for BMG to follow their own lease protocols for providing 90 days notice to the tenant to move out, and I'm once again refused. They recommended I find an attorney or real estate agent familiar with DC tenancy laws and that BMG "does not offer this service;" granted this is not an eviction, BMG's website touts they are "well versed in landlord-tenant laws" and relatedly "file judgments in the event a tenant breaks their lease." By their own admission, they aren't qualified to do so and are unwilling to uphold the lease.

  

  Business Response

  Date: 02/16/2024

  We have received the consumer's complaint regarding the lease agreement specifically issuing a notice to vacate as well as advertising and refund of $2,361.00 and would like to sincerely apologize for any inconvenience.
  
  Upon reviewing, we would like to address the issues raised and provide clarification. First and foremost, we want to express our commitment to resolving this matter and understand the frustration of the consumer regarding his concern. However, it is important to note that our company operates in compliance with the laws and regulations of the jurisdictions in which we operate. We see he mentions the website, but nothing pertaining anything mentioned specifically pertaining credit as it relates to his Washington DC property.
  
  While we understand the consumer's request to discontinue an advertising claim, we do not see at this time where there is concern pertaining to the application process nor an issue with us obtaining a housing tenant.  Rest assured, we will take the necessary steps to ensure that any advertising related matter is promptly addressed.
  
  Regarding the notice to vacate, the consumer requested we notify the tenant to vacate the property.  What we can do on our end is to provide a 90-day notice to the tenant. Based on the Washington DC laws, tenants are legacy tenants, meaning their lease renews every month upon its initial termination. As a result, an Owner cannot non-renew a tenant or send them a notice to vacate. If an Owner wishes to take personal possession of a unit, they must send the tenant a 90-day notice to do so. This is why we recommended they work with an Attorney because if it goes to court before a jury, the Attorney would have filed and sent the notice and would be able to speak on the matter clearly. If an Owner is selling a property, we recommend they work with a Realtor familiar with DC Tenancy laws and more specifically the Tenants Opportunity to Purchase Act (TOPA) in the event the person wants to purchase the home.
  
  Our director of property management will be in communication with both the Owner and the Realtor, and we will issue a notice to vacate to the tenant, but it will not be enforceable as they have requested, as it is not the proper document that the tenant must receive. I am attaching a sample document that the tenant must get for informational purposes. It is for 90 day personal use and occupancy if they are not selling, or if you have purchased and intend to move into the home.
  
  Regarding the requested refund amount, as per the owner statement, there was a disbursement to the owner on 2/6/24 for $2,172.12 which is the amount after the management fees of $188.88 have been deducted from the February rent.
  
  
  Once again, we apologize for any inconvenience and appreciate your understanding as we work to resolve this complaint.
  
  Sincerely,
  
  Bay Property Management Group

• Initial Complaint

  Date:01/17/2024

  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 October 5, 2023, rental payment to owner was held against contract policy and procedures outlined in section 2A collection and disbursement which states, "Manager reserves the right to hold check rent checks from tenant previous NSF or other payment issued until check has officially cleared manager's bank." (See held payment attachment). Follow up on owner payment was provided several times 30 days prior to signing termination agreement. During termination funds are held for up to 60 days after the end of the month termination agreement was signed. Based on management contract company did not have authorization to hold rental payment, as of 1/16/24 payment has not been returned to owner. Management should only be holding $500 reserves after termination document was completed. Owner is requesting prompt payment and resolution. Management company is not returning phone calls. (See PMA email attachment.) -On October 6, 2023, Management company billed for services not rendered during move out inspection. Invoice document reflects note not to provide service without written authorization. No authorization or notice was provided from owner to change locks. See attached photo to reflect lock was not changed. When brought to office managers attention Megan stated that it was standard procedure. Standard procedure was not outlined in contract signed or approved by owner with key to access property if said locks were changed. (See billed for service not provided attachment.) -On October 6, 2023, A shelf fixture was captured in the move out inspection picture however was not in the property when owner conducted walk through. Management company refuses to reimburse.

  

  Business Response

  Date: 01/19/2024

  Upon thorough investigation, we have reviewed the details of the move-out inspection and subsequent charges. Our records indicate that all charges accrued during the move-out inspection have been appropriately accounted for and the consumer’s account is settled.
  
  In regard to the picture of the shelf inside the property, we did not remove this shelf thus we are not responsible for the reimbursement. The door lock was also changed, and we have the photo of the new key that was placed inside the lockbox upon changing.
  
  In regard to the closeout payment for the consumer, we would like to explain that the PMA termination date was 11/09/2023. As per the Property management agreement under the “Termination” section 11-D it states, “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 processed the balance due to the consumer within the defined timeframe specifically 60 days after the end of the month in which the Agreement is terminated. We have confirmed that the consumer has been paid out what was due to him. The last rent payment that was posted wasn’t paid out due to the bills incurred in the consumer’s statement which we have attached under the file owner statement report.
  
  We understand the importance of transparency in financial transactions and appreciate the consumer’s patience in this matter. We remain dedicated to ensuring the highest level of service.
  
  Sincerely,
  
  Bay Property Management Group LLC
  

  Customer Answer

  Date: 01/24/2024

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

  1. The response does not explain why the property owner has not received any of the $4,500 paid by tenant on October 5th. 2. Tax documents reflect payments to the agency but does not accout for reverse payments.

  3. Bay property management stated that ower has received payment for October 5th but did not provide documentation of payment as requested which is the primary basis of the complaint as i have not received any payment from the October 5th payment or return of reserves.

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

  

  Business Response

  Date: 01/25/2024

  While we acknowledge the consumer's concern, we would like to provide clarification regarding the rent payment of $4,500 from October 5, 2023. As explained in our previous response, it was identified that the consumer has not received any of the $4,500 rent payment due to the fees accrued on the account. Documentation for the reverse payments were also provided to the consumer as they are reflected on the statement.
  
  The owner has been paid out all funds that were on file. This is in line with our commitment in ensuring that the consumer has a clear oversight on the transactions on the account and to maintain transparency.
  
  Sincerely,
  Bay Property Management Group LLC

• Initial Complaint

  Date:12/18/2023

  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.

  Company managed a property for me. Relation was terminated due to the company’s repeated failures. Two months later, the company continues to refuse to return the excess capital in my owner account and has now refused to respond to emails for two weeks. The total due from the account is $963.11. Interest would be nice. And payment for the replacement of the window key the company’s agents lost (~$25).

  

  Business Response

  Date: 12/20/2023

  We appreciate the opportunity to address the consumer’s concerns regarding our services. Firstly, we want to express our sincere apologies for any dissatisfaction you have experienced. Our commitment to providing high-quality services is paramount and we deeply regret if we fell short of the consumer’s expectations.
  
  Upon review, our records from inspection shows pictures of the key to the window on the top of the frame in which the consumer confirmed those were the keys. We did not remove this key thus we are not responsible for the reimbursement.
  
  In regards to the owner’s $963.11 due on his account, we would like to explain that the PMA Termination request was made on 10/17/2023, and the termination date was 11/17/2023 as we require a 30 day notice. As per the Property management agreement section 11-D it states, “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.”
  
  As per standard agreement, we processed the balance due to the consumer within the defined timeframe specifically 60 days after the end of the month in which the Agreement is terminated and have confirmed that the consumer has been paid out on 12/19 with the amount of $963.11. We are committed to finalizing this process as efficiently as possible and appreciate the consumer’s patience and understanding in this matter.
  
  
  Sincerely,
  Bay Property Management Group LLC

  Customer Answer

  Date: 12/21/2023

  
  Complaint: ********
  
  I am rejecting this response because the business most certainly did lose the key to the window they claim not to have.

  The image they referenced is one from before their technicians cleaned the house. After their technicians left the house, the key was gone. The only possible explanation is that the company's agents lost the keys since nobody else was in the house that entire time.

  This is just one more lie in a long series of lies that started with the salesperson, Andrew, and continued the entire time I was unfortunate enough to deal with the company. The only thing I ever heard from the company's representatives were excuses. This response sounds like yet another in a long line of made up reasons why they can't complete simple tasks.

  There is also the matter of the money that their agents facilitated the theft of, the damage caused by their agents to the house, and the repairs that were paid in full but never completed to any satisfaction.

  The company has a toxic culture that spreads from the top (founder Patrick F*****) to the bottom (outsourced agent in Manilla - Nur A******). The company's response trying to shift blame from themselves to others is a perfect example of this culture and failure to take responsibility for their actions.

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

  

  Business Response

  Date: 12/21/2023

  While we acknowledge that every consumer’s experience is unique, we take all feedback seriously and use it as an opportunity for improvement. Regarding the consumer’s claims, we are committed to transparency and integrity in all our interactions.
  
  We do not wish to go back and forth on this, but his initial complaint did not express any concerns about the theft of money nor damage to the house by our agents.  We have no idea what he is referencing and do not agree with the accusations. We feel we have addressed his concerns and are sorry he is not satisfied.

• Initial Complaint

  Date:10/25/2023

  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 rental property company automatically enrolled tenants in a rewards package at the cost of $39.95/month beginning on September 1. Tenants were told they could opt out of the package if they submitted proof of renter's insurance through an online portal by August 15. I submitted proof of my renter's insurance before the August 15 deadline, but my submission was initially denied by the third-party vendor that my rental company was using to verify insurance. There was an error with the vendor's website and I was unable to upload additional copies of my insurance. I sent copies directly to my rental property company, but they insisted that I continue to use the third-party vendor website. Finally, I was able to upload my documents, but by then my rental company had already charged me for September. I emailed proof of my renter's insurance directly to my property manager on August 31, but they charged me for September anyway. On September 18, I received confirmation from the third-party vendor that my insurance documents had been accepted. I shared the email directly with my property manager and asked them to remove the charge and stop charging me. Instead, they have continued to charge me for September, October, and now November. I have tried to resolve this with my property manager and I have requested to speak with someone from accounting, but they refuse to escalate my concern.

  

  Business Response

  Date: 10/31/2023

  We appreciate bringing this concern regarding the consumer’s renter’s insurance and credit to our attention. Upon careful review, we have confirmed that the consumer got charged $39.95 for the Resident Benefit Package in September 2023 and $29 for the Resident Benefit Package in October 2023. Per the Resident Benefit Package Addendum, the tenant must provide a 30-day notice to terminate this program. Since the notice was submitted in August, the September charge would be valid.
  
  We have already taken steps to rectify the concern as we are in communication with the consumer and expedite the credit of $29 for the October charge as the tenant already signed the opt out form. We are committed to finalizing this process as efficiently as possible and appreciate the consumer’s patience and understanding in this matter.
  
  Sincerely,
  Bay Property Management Group

• Initial Complaint

  Date:10/24/2023

  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.

  I have received poor management service from day one of moving into BMG laurel property. The first night of being there, I noticed the toilet in my son's room was continuously running and the water pressure was off in the home. Water leaked and continues to leak from both bathroom sinks at the handles and you aren't able to use both bathrooms at the same time. Reports were made 9/18/23, 2 days after move in. 9/30/23, brown water is leaking from my ceiling in the living room and washer full of water as well. At this point from the plumber being sent out to assess the home he noted water pressure and ongoing plumbing issues that should have been assessed and managed before moving me in the property and from there eventually the water went out and the place was inhabitable to use the bathroom, shower, eat and care for basic needs from October 2, 2023- October 5, 2023 leaving my son and I no place to go as I was told by your property manager Joseph to stay there or I was responsible to finding my own solution in the meantime since your company did not support alternative living fees. I wanted out my lease obviously due to investing all this money upfront totaling $5500 and not being able to live in the home or use it comfortably only barely being in it a week. I was told by bay management property manager Joseph that my account would be credited for the days I was not able to live in the property as some resolve and now being told he will not accommodate this because the landlord is struggling to fix the home which is not my responsibility as I should have never been marketed to move in the home with these issues and expect to be honored the credit. Appliance pieces from the shower handle, to the oven, dishwasher falling a part has been a huge inconvenience to me and my 6-year-old son as he will have this poor living experience and have to move yet again. I am asking for a proper billing adjustment reflecting credited amount ($220) the 3 days the place was inhabitable.

  

  Business Response

  Date: 10/27/2023

  We are sorry to hear about what the consumer experienced and sincerely apologize for any inconvenience this has caused during the tenant’s recent move-in. We value our tenants and appreciate the opportunity to make things right. After carefully reviewing what transpired, we brought the consumer’s case over to the landlord who approved the refund for $220 for the three days the consumer was unable to use the property. The refund will be processed promptly as credit on the tenant’s ledger before November rent is due.
  
  Additionally, we understand and share the concern regarding the water pressure and plumbing issues, and would like to assure the consumer that our maintenance team is expediting the necessary repairs to ensure the tenant’s comfort and safety in their new home.
  
  Once again, we apologize for the inconvenience and appreciate the consumer’s patience as we are prioritizing the pending repairs.
  
  Sincerely,
  Bay Property Management Group

  Customer Answer

  Date: 10/28/2023

  
  Complaint: ********
  
  I appreciate the business finally getting back to me and eventually reaching a comprisable resolution that should have been promptly handled with urgent matter at the time of events and taking action on resolving the water and appliance issues in the home. I will consider business' response as satisfactory when I have observable credit to my account with the $220 credit deducted from my November bill.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:10/16/2023

  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 company makes it near impossible to actually pay your rent. Our first month, somebody deleted our autopay from our bank account and they blamed us for it. The second month they failed to pull the payment on the first of the month, once again blamed on us. We sent a non-autopay payment after that. We received a receipt that our rent was paid. Our management portal said that we had no standing balance. We receive further notification that our payment bounced with more than enough money in our mortgage/ rental account. At this point we are receiving automated emails about missing payments and the fees that we incrue. We are about to be punished because they are unable to properly process our payments. On top of the payment issues this company fixes absolutely nothing in the property. Our appliances don't work properly. We have some sort plumbing leak that is still unaddressed. There is dust and debris that just pours into the house through the chimneys. Etc.

  

  Business Response

  Date: 10/20/2023

  Thank you for bringing this concern to our attention and have reviewed the case. We appreciate the opportunity to address this matter and provide some context as we take the satisfaction of our tenants seriously.
  
  Upon careful examination of the tenant’s ledger, we have determined that the late fee charges were applied correctly based on the terms outlined in the lease agreement. The payment made on 10/5 through ACH was reversed due to non-sufficient funds and the late fee was charged on 10/11 for $82.50 which is 5% of their rent. Under the consumer’s lease agreement in section 2.6 Payment of Rent, it states that the “tenant agrees to pay as Additional Rent a late charge equal to five percent (5%) of Monthly Rent”.
  
  We highly value our tenants and can certainly look into a one-time courtesy credit/ late fee removal of $82.50 if there was some sort of banking issue if they can provide documentation. However, we would like to clarify that the $30 charge on 10/12 is the fee incurred as a bank charge resulting from insufficient funds which is something we are not able to waive/credit as this is charged directly from the bank due to the bouncing payment.
  
  Regarding the repairs for the appliances, the estimated completion date is Tuesday, October 24 with the others repairs next week as well. We understand situations like these can be frustrating, and we genuinely apologize for any inconvenience caused, but please be assured that our maintenance team is diligently working on completing the necessary repairs as soon as possible.
  
  Sincerely,
  Bay Property Management Group LLC

• Initial Complaint

  Date:09/13/2023

  Type:Billing 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 complaint is against a property management company who has been managing my rental property in Baltimore Maryland for the last eight years. The account is listed under the property address: **** ******** **., Baltimore, MD 21218. The property management company had been charging a late fee ($57.00) every month the tenant was late from the beginning of our agreement (September 2014) through 2020. They stopped charging a late fee in 2020 (I believe because there were COVID restrictions). The tenant was late most months from 2020 through May of 2023 when she moved out, but no late fees were billed to her or myself during that time. When the tenant moved out in May of 2023, I asked for the security deposit to be districbuted. August 17th of 2023 the management ocmpany sent me a bill indicating that $938 of late fees for 15 months covering December 2021 through May 2023 were being taken out of the security deposit my tenant and I had on out account. These late fees were never billed to the tenant or myself while the tenent was active and in the house (which includes Dec 2021 through May 2023). I feel the changes should have been billed at the time they accrued and the accounting department has mismanaged my account. There are other instances of inaccurate billing in the past (5 years ago they with-held a rent check and billed me for an entire year of management fees I had already paid, though they corrected the account after I brought the issue to their attention). I am attaching the bill they charged me, and several months of statements from 2022 where there is no late fee listed, as awell as a staement from 2019 where there is a late fee billed, so you can see what isn't there. I am also including the lease.

  

  Business Response

  Date: 09/15/2023

  We appreciate the opportunity to address the consumer's concerns regarding the charges found on their statement and offer our explanation to rectify any misunderstandings.
  
  Bay Property Management Group are fully committed to resolving financial related matters to the properties we manage promptly and transparently as we take any discrepancy concern seriously. We maintain detailed records of all transactions and deductions including late fees as these records serve as a transparent account of any charges associated with the tenancy.
  
  Regarding the late fee income charge of $939.38 on the owner statement, the amount is the total late fee charges incurred by the tenants per the attached disposition letter and that the payment is from a deduction of the tenant's security deposit upon move-out as part of the standard leasing agreements. This is where we believe the misunderstanding came from. The payment for this fee comes from the security deposit as indicated on the owner statement attached. The owner does not pay it, and the tenant was billed at that time as shown on the attached tenant ledger. Our practice is to ensure that payments go to any outstanding rent as a priority without imposing additional financial burden on the property owners hence when the tenant moved out, the remaining balance is deducted from the tenant security deposit.
  
  In conclusion, there does not seem to be any discrepancy on the charges as we feel this was clearly stated in the Owner's Property Management Agreement with us under Section 2B that "All late fees shall be paid to Manager". The late fees incurred by the tenants have been appropriately addressed through deductions from their security deposits as part of our standard process. We apologize for any confusion this may have caused and we are here to provide the necessary information and address any concerns promptly.
  
  We hope this explanation is satisfactory to the consumer.
  
  Sincerely,
  Bay Property Management Group

  Customer Answer

  Date: 09/18/2023

  
  Complaint: ********
  
  I am rejecting this response because the tenant was not charged for the late fees at the time the late fees accrued, that is my complaint. Your response did not address this concern. Bay Management is attempting to collect late fees more than 12 months after they supposedly, accrued, as statements from December 2021 through May 2023 do not include late fee charges. The accounting department failed to bill the charges at the appropriate time, and should not "catch-up" when the tenant is no longer active in the house. The security deposit should be given to the tenant or myself, not held by Bay Management after they have mismanaged the account. (And you are asking me for $85, so there is a cost to me for charges incurred while the tenant was in the house).
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 09/19/2023

  While we understand the consumer’s request for a billing adjustment to cover the late fees from their perspective, we would like to provide the information from Section 2.6 of the lease agreement "If Landlord receives a payment from Tenant which is less than the full amount owed by Tenant, Landlord may, in its sole discretion, apply such payment to any of the charges owed by Tenant, which may include paying in full any late charges, attorney fees, or any other Additional Rent charges prior to applying any amount of such payment to the Monthly Rent"
  
  After the tenant makes a rent payment, we remit the disbursement back to the Owner in full less the management fee and in the case of the tenant, they have been charged based on the tenant ledger and given their security deposit refund with the payment reference found on the same report.
  
  In summary, late fees were assessed to the tenant in accordance with the terms of their lease agreement and while we empathize with the consumer, our practice aligns with the lease agreement terms and ensures transparency. We appreciate the consumer’s trust and business over the years with our property management services as we are committed to maintaining a fair and transparent relationship with owners and tenants.

• Initial Complaint

  Date:09/12/2023

  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.

  I moved in a few weeks ago on august 24th. The fridge was broken upon arrival and the drawers were dirty. A few days after living here and getting those issues resolved, my ac broke. It was fixed the next day but broke again the next day. The hvac person said that there was a crack in the ac unit (most likely before i even moved in) and they need to get a part. It has been 8 days since it initially broke and will not be fixed for another 2-3weeks. I have asked multiple times for a temporary ac unit to be put in and have received no response. It will be 3-4 weeks in total from my ac being broken to it being fixed in the hottest weeks of the year. It is unlivable and unacceptable to live in this heat with no attempt at fixing the problem.

  

  Business Response

  Date: 09/12/2023

  We are sorry to hear what the consumer experienced regarding issues of the air conditioning unit. We appreciate the opportunity to address this matter and are dedicated to providing timely and effective maintenance resolutions as we take tenant concerns seriously.
  
  In response to the consumer’s concerns regarding the temporary AC unit, we would like to provide information that we should have one available by the end of the week.
  
  Regarding the AC repairs, it was reported on 09/05 and our maintenance team promptly responded and initiated the repairs and got it working 09/06. However, after the initial repair, it was determined by further evaluation that specialized repairs are necessary to address the issue effectively since it broke down 09/07. To ensure that the repair process is accurate and comprehensive, the owner is requesting a second opinion from his qualified HVAC specialist to take a look at the unit today or tomorrow. They will be calling to get this scheduled with the consumer.
  
  We understand the importance of comfort and we are working diligently to provide a timely resolution.
  
  Sincerely,
  Bay Property Management Group

  Customer Answer

  Date: 09/13/2023

  
  Better Business Bureau:
  
  A new HVAC company came today and placed a temporarily fix on the AC unit. Assuming it holds. I am satisfied with the outcome no need to go further thank you. 
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:09/11/2023

  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 have lived on the *** floor in the building at *** *** **** for 4 months now. In that time, the elevator (which was advertised as a feature of the building when I signed the lease) has been out of order due to substandard maintenance at least nine or ten times, ranging from a day to up to a week at a time. The management refuses to find a permanent fix for these problems. This most recent time, it went out of order on 8/25 and is still out of order on 9/1. The management will not provide any relevant updates as to when they will fix the issue, and both the property manager and maintenance coordinator refuse to respond to email with any questions about the issue. As I rented this apartment with the promise of elevator access to my apartment, I am seeking rent abatement for the advertised elevator service that the management company has failed to provide on a regular and recurring basis.

  

  Business Response

  Date: 09/12/2023

  We are sorry to hear what the consumer experienced regarding the failure of elevator services. We appreciate the opportunity to address this matter and provide clarity on tenant concerns as we take the satisfaction of our tenants seriously.
  
  In response to the elevator issue mentioned, we would like to provide some context and our perspective on the situation. We acknowledge that the elevator service being down for a week was in part due to the holiday and unexpectedly had to fix the motor at an offsite machine shop. Our maintenance team worked diligently to resolve the elevator as quickly as possible and throughout the process, there was notification on the entire building whenever the elevator goes down, updates and when its back up and running. The consumer still had access to their unit via two (2) different stairwells and a lot of the issues we had with the elevator were due to misuse by people. Holding the doors open too long, allowing trash to go down into the pit, trash shoved into the doorways blocking sensors, etc.
  
  We understand the inconvenience this may have caused the consumer but the elevator is now working and we have fully resolved the issue. While we empathize with the inconvenience caused, there would be no reduction in rent.
  
  Sincerely,
  Bay Property Management Group

  Customer Answer

  Date: 09/16/2023

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

  The issue was not addressed promptly as the company claims. It took 3 days from the issue being reported for them to even acknowledge it and begin work on fixing it. The stairwells they mention are hard to navigate due to the management storing large air conditioning units in the stairwells and allowing other residents to store their belongings in the stairwells as well. Also, the issue is not fixed as they claim. As per the attached screenshot of a text from the management company, the elevator is inoperable as of today, September 16th.

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

  

  Business Response

  Date: 09/19/2023

  While we are aware that the elevator was not working from 9/16-9/17, our maintenance team have promptly responded and got it resolved. We understand that elevator issues can be inconvenient and apologize for any disruptions experienced, however, our maintenance team is committed to addressing these problems with a sense of urgency. 
  
  We acknowledge the consumer’s concerns about the stairwell being used but that was for a replacement AC unit our maintenance team was addressing. We have also taken steps to address the consumer’s concerns by clearing the stairwells and prioritize the residents safety and comfort. 
  
  We understand and empathize with the consumer but the issue does not warrant any compensation as we are dedicated to provide a comfortable environment to our residents.”