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:02/06/2023

  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.

  Just moved into this property December 2022. My husband and I had some safety concerns we made the agent assigned to the property aware of which included the back door, trap door, the front door and the window frames in one of the bedrooms not being correctly placed. The windows don’t completely shut. When maintenance came to fix a leak in the ceiling only after being in the property for 2 days, all he did was seal tape around the middle window. We still feel the outside draft. Can’t feel the heat in the house at all. We’ve been more than patient.

  

  Business Response

  Date: 02/10/2023

  We are sorry to hear about the consumer's experience upon moving in. We understand the urgency of this matter and apologize for the inconvenience. We have reached out to the landlord and they are sending their own vendor to address the consumer's concerns. Repairs are already on schedule for February 16th, 2023. The owner is working to repair all concerns, and we expect to have everything resolved shortly.
  
  Sincerely,
  Bay Property Management Group

• Initial Complaint

  Date:02/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My boyfriend and I signed a lease with MTV Properties, owned by Bay Management Group this past July. However, we discovered once it started getting cold that the apartment had no heaters in the living room and the study. The bedroom and the kitchen are the only habitable rooms and they both have a window heating unit. The temperature in the living room has gotten as low as 30 degrees at night and we have taken pictures of the thermometer and sent it to them to prove this. We were in contact with a manager named Lucero who sent a technician to put plastic over our windows and gave us a space heater. Even with this done, the room still gets down to 40 degrees on any given winter day. They offered to install carpet in the living room, which would offer insulation but with no source of heat there would be nothing to insulate. We declined and requested a rent credit or to be transferred to another unit because of this but they declined because "the unit was advertised with concrete floors and big windows". Aside from the heat issue, our refrigerator has been broken close to three weeks now and we are still waiting for them to replace it. Additionally, since we moved in there has been a rat infestation in the outside courtyard of the apartment. They've destroyed the garden with rat holes and the building manager has sent out pest control only a single time. We decided to terminate our lease, understanding in the terms that we would be liable for three months' rent and would be required to give notice on the 1st. We did this and were informed by Lucia that we actually will owe 5 months' rent on the 1st of March. We will be filing paperwork with the district court to have our lease terminated due to uninhabitable conditions of the apartment. Our experience with this rental company has been horrendous. They are not truthful about the condition of the apartment and the terms of the lease are written in a way to trick people into misunderstanding.

  

  Business Response

  Date: 02/06/2023

  We are sorry to hear what the consumer has experienced and understand the urgency of this matter. Upon communicating possible solutions with the consumer, they had requested us not to do any work to the unit and indicated to have the judge end their lease instead.
  
  We also discussed the process of breaking the lease agreement and explained that in accordance with the signed lease agreement, the tenants would have to pay the equivalent to two (2) months’ rent as liquidated damages. Once it is paid, the notice would go into effect on the 1st day of the following month, and the move out date would be three months after that. If they wanted to break the lease immediately (on March 1st) they would have to pay five (5) months’ rent as liquidated damages in compliance to Section 2.14 of the lease agreement.
  
  We would like to let the consumer know of the option of transferring to another unit and hopefully provide us an opportunity to correct the issue.
  
  Sincerely,
  Bay Property Management Group

  Customer Answer

  Date: 02/07/2023

  Better Business Bureau:

  I would like to reject the offer of Arbitration for complaint ID *********

  Sincerely,

  Maya *****

• Initial Complaint

  Date:01/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I moved into this property 1/13/23 and when I came to get my keys I was informed the the fridge was not working, upon moving in the bedroom window is completely broken and being held up by tape and other windows throughout are taped up. There are many electrical outlets that don't have electric, the bath tubs don't have any stoppers, there's a ladybug infestation and cobwebs everywhere, a dishwasher that comes out of the wall because it's not bolted in, a microwave that turntable circle is missing, lightbulbs are missing, juice all over the floors, dishwasher racks, broken and mold coming out of the tub jets and the washer is not hooked up and the dryer has lint built up in it and that's risk for a fire, the basement handrail is broken

• Initial Complaint

  Date:01/18/2023

  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 had raw sewage backing up into my backyard for close to a year. I have had three separate property managers, and not a single one has fixed the problem. My current property manager, Patrick Faustino, refuses to respond to my calls and emails. Raw sewage is a serious health risk. I have even emailed the president of my branch of the company, and he has also never reached out. My next step is seeking a lawyer.

  

  Business Response

  Date: 01/24/2023

  We would like to let the consumer know that the owner is currently working on fixing the issue with the piping. We were able to identify that the obstruction is 90 ft. into the drain, and this is a common space on a shared driveway creating a unique situation for repairs.
  
  The owner is working with the other owners around the lot to provide a solution to the issue as they jointly share the responsibility. At the moment the owner was able to obtain a quote and is hoping it can be shared and addressed promptly. In the meantime, Bay Property Management Group will continue to apply the rent credit and monitor the progress of the owner's efforts to find a quick resolution.
  

  

  Business Response

  Date: 01/30/2023

  We apologize to the consumer for any inconvenience. We have presented to the consumer two (2) options from the landlord to have a resolution to this issue as soon as possible.
  
  Option #1 - All parties agree to terminate the lease and fully refund the deposit if they vacate on or before 2/28/23. If they agree to this, the owner will refund the rent for January 2023 entirely and waive the rent through their vacating date as well, not to exceed 2/28/23.
  
  Option #2 – Allow the owner to continue working with the plumber to resolve the issue, remain in the property or remain in the lease and owner will waive rent entirely for January 2023, and will also agree to waive rent in February until the issue is resolved.
  
  The consumer has been informed of the options and has opted to stay until the issue is resolved.
  
  Sincerely,
  Bay Property Management Group

  Customer Answer

  Date: 01/31/2023

  
  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,
  
  Charles ******

• Initial Complaint

  Date:12/26/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  September 19th 2022 we were approved for a home (*********************** Centreville,VA 20120 ) I signed the lease and sent my deposit. 20min after I got a call from Amie Norris stating that there were other people behind me to make the deposit and hurry and sign. 10 min after that she said that my husband credit didn't qualify us for the home. Said my money was going to be sent back to me in 7 to 10 days. I'm still looking for homes while my family is still in Oklahoma. I just PCS to VA and trying to move my family. 3 weeks has passed still no mo ey I have reached back out to my realtor she had said to just dispute it from my bank. Bank said I can't dispute because I made this transaction with the merchant and to reach out to the for assistance. We were homeless for a couple weeks until we just gave up and moved on post. Because at that time we had no money and family moved from Oklahoma to VA but stayed in a hotel. In the beginning of December reached out to Ms. AMIE NORRIS and she had assured me that my money will reach me before Christmas. Still nothing now I will have to file a complaint and possible sue to get my money back. $ 3000.

  

  Business Response

  Date: 01/17/2023

  Business Response /* (1000, 5, 2023/01/09) */ We are very sorry to hear what the consumer has experienced and apologize as this does not reflect our overall standards here at Bay Property Management Group. Upon further investigation, there appears to be a miscommunication with her initial application as the consumer forwarded her husband's document's as her own and added him as a dependent instead of being a co-applicant. When the agent reached out to get this information updated from the consumer, meaning that the husband must apply separately, the initial lease was already signed and the deposit was paid. When the husband applied, they needed a co-signer as he is the only one with income. We had waited for a co-signer but one never applied, so we processed the return of the deposit. Moving forward to the consumer's security deposit, the system had an incorrect address on file, and we had to re-issue a new check for the same amount. The leasing agent will let the consumer know when they are able to pick it up from the office to ensure it is handed over when the check arrives. We apologize for any inconvenience this has caused and as soon as the check has been received, we will let the consumer know it is ready for pick up. Sincerely, Bay Property Management Group

• Initial Complaint

  Date:12/20/2022

  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.

  We were in contract for them to act as leasing agent for my rental. After 10 weeks I ended agreement as they were not able to fulfill their end of the agreeement (no tenant contract). I entrusted 3 sets of housekeys with them and they have not returned them. And they will not respond to any of my emails/phonecalls. I wish to have my keys returned or reimbursement ($30) for the new set I had made.

  

  Business Response

  Date: 01/09/2023

  Business Response /* (1000, 7, 2023/01/06) */ We apologize that the leasing department was unable to secure a qualified tenant for the consumer. Please know that we went above and beyond to provide leasing services including but not limited to advising a competitive market price, reassigned the agent and getting new marketing photos for the customer's home. In regard to the keys, customers can opt to pick up keys in person by appointment from our office location. In the event that keys are not claimed, they are forwarded through postal to the last known address on file for a customer once the termination date has been met. Our records indicate that the keys were released via USPS. The postal service attempted to forward it to a different address than we had labeled on the package, and delivery was not successful. Upon return of the items to the our office from postal, we were able to deliver the keys on December 29th and the consumer is now in possession of their keys as requested. Sincerely, Bay Property Management Group Consumer Response /* (3000, 9, 2023/01/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) They certainly did NOT go above and beyond. I wasted 10 weeks having their employees argue with me and insult my property(& me). They chose to list it at a higher price THEN brought it back down to what it had rented for previously. Both agents I was assigned had ZERO interest in showing my property. One would simply unlock the door and then have potential tenants show themselves around (by her own admission), this is certainly not going above and beyond. When I finally cut my losses with them and hired a different agency my property was rented in less than a week. However, I am back in possession of my keys after pleading with them to return them so this case is closed but I do want this complaint on file so others may be aware of their lack of professionalism.

• Initial Complaint

  Date:11/09/2022

  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.

  BMG found and placed a tenant who is currently on a voucher in my property. The tenant was a Holdover at their previous residence. BMG claimed they conducted a rental/credit check on this individual; however, they had a Tenant Holding over case which I found on Maryland Judiciary case search after BMG signed the lease with the tenant. I notified BMG on 8 May 2022, that I would not be renewing the lease which was due to expire on 31 Aug 2022. On 23 Aug 2022, I emailed my property manager and asked if the tenant will be vacating the residence by the 31st. The property manager contacted the tenant to ask if they would be out by 31st, to which the tenant advised they had not secured another residence and requested additional time. I originally stated that I would be willing to give the tenant an extra 10 days, and asked the property manager what would be my option if the tenant did not vacate the property. My property manager advised the only option would be to file a Tenant Holding over Case with the district court. I then advised my property manager that I no longer wanted to give the tenant an extra 10 days and wanted to proceed with filing a tenant holdover case on 01 Sept 2022. The property manager acknowledged my request and advised BMG would proceed with filing the holdover case. On September 1st I reached out to the property manager to ask if the tenant had vacated the residence and to ask if the holdover case had been filed. The Manager then said the tenant had not vacated and she would begin the process of filing the tenant holdover case. I have also not been paid for October and November rent by the housing department, because BMG failed to notify the housing department that the tenant was still in the property. I also have requested numerous times from the property manager they provide me documentation that the Tenant hold over case was filed and they have not. I should not be paying BMG 8 percent a month for services they are not even performing.

  

  Business Response

  Date: 11/21/2022

  Business Response /* (1000, 5, 2022/11/14) */ We thank the consumer for letting us know about this information. The requested documentation regarding the tenant holdover case has been provided accordingly to the consumer. In regard to the documentation for housing, we sincerely apologize for any inconvenience this has caused. We understand that there seems to be communication issues from the housing department in spite of having notified them last September 6th of the status of the tenant and reaching out again last October 7th and November 3rd as well for the inquiry regarding the missed payments but got no clear response from the Baltimore County Housing department. For the necessary paperwork to the housing department, please check the attached forms that were recently sent from the Baltimore County Housing representative. These have been filled out appropriately then forwarded to the housing department. Payment should eventually be received from housing for October and November. The owner is only charged 8% once funds are received; we do not charge a fee if no payment comes in. Hopefully, this gets resolved soon. Sincerely, Bay Property Management Group

• Initial Complaint

  Date:10/08/2022

  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 gave notice to vacate my lease on 7/25/22 with the proper 90 days notice (lease was scheduled to end on 10/31/22). I paid 2 months rent at that time as stipulated by the lease. I continued to pay my rent on time for the unit and maintained the electric bill as well as required renters insurance. I moved out on 8/12/22 but checked the unit ever two weeks. I was waiting to clean the unit prior to the end of the lease because there was a leaking sewage pipe and a massive fly infestation. I had reported the issue starting at the end of June and had been in weekly contact with the maintenance supervisor. I last visited the unit on 9/20/22 and then was out of state caring for my sick father. I locked the unit when I left and submitted another maintenance request about the leaking sewage pipe and fly infestation. At 10:30am on 10/7/22, the maintenance supervisor emailed me to update me on the repair and said they believed it was fixed on 9/26/22 but they were monitoring the unit while I was away. At 5:00pm on that same day (10/7/22) I received notice that the management company believes I have abandoned the unit, breaking my lease. I paid rent on time on 10/1/22 and have a receipt as well as bank records showing the on time payment. The management claims that I left the unit open and unsecured but I was not the last person to enter the unit. The maintenance supervisor or a technician was the last person to enter the unit. This company must revoke their claims that I abandoned the unit and provide me access to retrieve my items. They also must return my deposit in full, plus interest.

  

  Business Response

  Date: 10/17/2022

  Business Response /* (1000, 6, 2022/10/11) */ We thank the consumer for letting us know about her situation and understand the urgency of the matter. We would like to let the consumer know that the claim has been revoked and apologize for any inconvenience caused. In regards to her concern to be provided access to the unit, the locks were never changed so she still has access to the property. In regards to her security deposit, it will be subject to the Security Deposit Law of Maryland. The unit will be inspected with her in attendance and determine damages within 45 days from her move out date. We hope this is satisfactory to the consumer. Sincerely, Bay Property Management Group Consumer Response /* (2000, 8, 2022/10/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept this response and urge Bay Management to keep better track of their staff. Sending an email that clearly states that you believe I violated my lease, when you later state that was not the case, is illegal.

• Initial Complaint

  Date:10/02/2022

  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 management company offered me a lease break/offer to vacate after months of negligence and harassment. I have two ESAs and was harassed by the property manager about them after submitting the proper documents I was required by law to submit, they didn't understand the law and protection for owners with ESAs and to top it off the Director then did the same thing even after sending him screenshots of the law from the government and advising him to consult his legal department because what they were trying to do was not legal. In addition to all of this; they rented me a unit that had not been pest proofed prior to my move in and ive been dealing with cockroaches in the unit for months. There are obvious cracks between the floor and the walls allowing them to get in that if I could notice them a management company should have before renting it! The fact they did nothing about it and rented it to me in that condition is essentially slumlord behavior. If you know anything about property management - renting in this condition is renting not in good faith and therefore a breach of contract. And to top it all off there was a GIANT bottle of cockroach pest spray under the sink when I moved in, left for me like some gift. So the owner knew they were renting it with a roach problem and intentionally didn't disclose it. Finally they grant me an option to vacate early because they know they are in the wrong - The following week the Director removes the option to vacate from my rental portal and says I told him I wasn't moving out when he was at my unit the prior week. Which is obviously not true and makes no sense. I signed a new lease elsewhere but I wasn't moving? Now, he is threatening me again by saying that I will be abounding the unit. All of this has been documented via email and they need to held accountable. They need to honor the agreement, allow me to move out and give me my deposit back. Stay away from this company!

  

  Business Response

  Date: 10/19/2022

  Business Response /* (1000, 5, 2022/10/06) */ We greatly appreciate the consumer for sharing these issues and we are sorry to learn about what the consumer has experienced. Please know we prioritize our tenant's concern and have investigated on the matter. In regards to her support animals, there appears to be some miscommunication that happened as no proper documentation was filled out initially upon move-in. A $500 pet fine was issued after a noise complaint was filed indicating both animals at the property. We later realized they were ESA and removed the charge. It was then requested by management and the condo building that supporting documentation be provided per policy. We apologize to the consumer for the miscommunication, but the tenant was never harassed as there was only a request to fill out the accommodation form that is required for all support animals. In regards to the pests found at the property, as a third-party property management company who manages the rental property on behalf of the landlord, we were never made aware of a pest issue until later discovering after move-in that the entire building has an ongoing pest treatment. And as far as we know, no cooperation was made to complete the service provided by the building. Since we do not manage short-term rentals, meaning all leases are prepared with a standard of 12-24 month lease options unless otherwise specified, the landlord made an initial offer for an early termination with no penalties. The consumer was offered to provide a 30 day notice if she didn't want to stay or a second offer with no penalties and a 60 day notice as per request by the tenant which was never signed. The final offer presented by the landlord is a 60 day notice to vacate making her lease end date on 11/30/2022 with a reduced lease break free. The lease addendum is attached for reference and can also be viewed on her rental portal for signature. Hopefully this clarifies the matter with the issues presented. Sincerely, Bay Property Management Group Consumer Response /* (3000, 7, 2022/10/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) Please see my attached statement about why I do not accept their response as well as corresponding documentation and evidence. Thank you. And as noted in my statement I would like to pursue mediation and have BBBs help. Thank you Business Response /* (4000, 10, 2022/10/07) */ While we understand the consumer's situation, we presented to the consumer the final offer from the landlord which is a 60-day notice to vacate and a reduced lease break fee. Again, the consumer was offered three termination offers with this final offer presented that may be viewed on her portal for a written reference.

• Initial Complaint

  Date:09/20/2022

  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.

  Simply stated, my fiance and I have had a moat of human excrement in our backyard for going on six months. It takes my Property manager (Nelson O*******) days to return my calls, and I have yet to hear back from the president of the company, to whom I sent an email outlining the problem and what I planned to do. I have had 2 different plumbing companies come out on three occasions, and they all said they can see the problem, but can't fix it until they get approval from the homeowner. I understand that that can take time, but it's been six months. This has caused health issues for both myself, and my asthmatic fiance. I am filing complaints with the BBB as well as the health department.

  

  Business Response

  Date: 09/29/2022

  Business Response /* (1000, 5, 2022/09/22) */ We sincerely apologize for the situation the consumer has experienced, and we understand how frustrating this is for the consumer. While we strive to ensure all tenants concern to be our top priority, the situation for the plumbing is unique. Upon checking, we were told how the piping is run and it appears that many neighbors share the same sewer line creating a unique situation. Please see attached for image reference. The landlord has attempted repairs for months on their property side but will need a full sewer replacement which they are in the process of working something out between the other lot owners to replace the entire line. At this time, we would like to let the consumer know that the owner agreed to lower the rent by $200 until the issue is resolved. As much as we are able to do, we cannot resolve this for the tenant immediately, but please know that this is currently being worked on to have it fixed as soon as possible. In regards to the lack of communication, we acknowledge this concern and will be better in response with all updates moving forward. Sincerely, Bay Property Management Group