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:09/06/2022

  Type:Order 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.

  In November of 2021, after multiple requests, I received a security deposit return from Bay Management Group. To my surprise, the returned amount was much lower than what was put down on the property at the time of rental. I reached out to my property manager, Nelson O*******, on multiple occasions with no response. After a poor ****** review, the director of property management, Christopher S****, reached out and promised an investigation and prompt resolution. Communications continued for over 8 months. According to Bay Management Group I was being charged for an HVAC clog. Throughout my rental, the HVAC system was serviced several times. ************ company suggested to the property owner that the system needed to be replaced. They declined. When the system finally expired - AFTER MY DEPARTURE FROM THE PROPERTY - the charges were placed on me. Bay Management Group claims they are not responsible for any funds, and that requests should be made through the owners. The owners have since non-renewed their association with Bay Management Group (understandably), and I am stuck with no return of my funds. Why go through a management property if they can't help the parties involved? This will be my final attempt before taking legal action.

  

  Business Response

  Date: 09/15/2022

  Business Response /* (1000, 5, 2022/09/13) */ We are sorry to hear about what the consumer has experienced and have looked into the matter. We have notified the landlord several times to get a response to this concern. At this time, while Bay Property Management Group is a third party management company, we understand the consumer's frustration and will help resolve the concern. If satisfactory to the consumer, we will be willing to refund the amount of $468.75 that was deducted from the consumer's security deposit for HVAC repair services. Once the consumer agrees to the refund amount, we will send a check to the address we have on files which is ****************************************. Sincerely, Bay Property Management Group Consumer Response /* (2000, 7, 2022/09/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) I will accept the refund from Bay Management Group. The address is correct.

• Initial Complaint

  Date:08/29/2022

  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.

  I was renting a property through Bay Management Group from Feb 2019 to July 2022. During my time, I had 3 property managers who were all horrible and non responsive. My latest property manager, Louigie A***** did not address any of my emails as I was preparing to Vacate the property. With that, I was charged for a patch in on of the bathrooms that was already there when we moved in, a broken tile that was already manipulated in order to fit the floor vent when we moved and and charged for a door stopper which I have photo proof that I brought it up to the previous property managers. Not only was the house not thoroughly cleaned when we moved it, there were blown light bulbs and half of the power circuits did not work in the house. I was 100% transparent and truthful about the damages I did cause during my tenancy however they WERE NOT honest and truthful about the issues prior to me moving in. I have pictures and emails to support my claims.

  

  Business Response

  Date: 09/02/2022

  Business Response /* (1000, 5, 2022/09/02) */ Bay Property Management Group is a third-party property management office, while the company does not own or retain the funding for services rendered on the property, we take all matters and disputes on a landlord's decision seriously. The director of property management services for the laurel office will be reaching out directly to gather some additional details and advise the steps to resolve your concerns. If anything has been charged against a tenant's deposit during processing, all supporting documentation and receipts should be included and if not, can be shared at request. Such disputes must be in written format and direct email is fine. Anything presented will be shared with the landlord who would have to approve any compensation or refunding but our team will work quickly towards a resolution. Consumer Response /* (3000, 12, 2022/09/25) */ They have not fixed the issue. Through the whole time I have been a tenant in the property, I have never been in contact with the landlords. I have only spoken with BMG. All the issues that I addressed was supposed to been relayed to the landlords by BMG which didn't happen so I'm not sure why they would not be responsible for the miscommunication between me and the landlords. Business Response /* (4000, 14, 2022/09/28) */ Upon checking, we would like to inform the consumer that the property he was renting is no longer managed by our office. The owner performed the work on the property after the property management termination and we received the invoices as part of the depart release. The invoices together with a copy of the completed work from the contractor is provided to the consumer. We hope this clarifies any misunderstanding on the matter. Sincerely, Bay Property Management Group Consumer Response /* (3000, 12, 2022/09/25) */ They have not fixed the issue. Through the whole time I have been a tenant in the property, I have never been in contact with the landlords. I have only spoken with BMG. All the issues that I addressed was supposed to been relayed to the landlords by BMG which didn't happen so I'm not sure why they would not be responsible for the miscommunication between me and the landlords. Business Response /* (4000, 14, 2022/09/28) */ Upon checking, we would like to inform the consumer that the property he was renting is no longer managed by our office. The owner performed the work on the property after the property management termination and we received the invoices as part of the depart release. The invoices together with a copy of the completed work from the contractor is provided to the consumer. We hope this clarifies any misunderstanding on the matter. Sincerely, Bay Property Management Group Consumer Response /* (3000, 21, 2022/10/05) */ This does not clear up any confusion. I will be filling a petition with the Maryland Attorney General for resolution. It is clear that the property managers at BMG were not transparent with the owners and not providing them the information as I was providing to BMG. Placing the blame on the owners when I have solely been in contact with BMG is unacceptable but I will elevate the situation. There were multiple things that I addressed through BMG that I was charged for by the owner and its clear that BMG did not inform the owners.

• Initial Complaint

  Date:08/24/2022

  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.

  Chris and Nelson have continued to be feckless again with appropriate and timely communication. We have gone 30 days, ( a full month) without a working Oven and have not received an update. The Landlord said he was going to replace it. I did not realize it took over two weeks to receive a replacement. We offered to buy a new stove and put it in ourselves. Also no reply. The responses from BMG " We are sorry to hear" is lip service and does not address or fix the issues. We pay over 2000 a month to have working appliances not fairy tales and stories. Please advise in a professional and timely manner. Everything up to this point has been lacking in that department.

  

  Business Response

  Date: 10/06/2022

  Business Response /* (1000, 6, 2022/08/29) */ We would like to inform the consumer that the delivery date and installation on the oven has been scheduled. Upon investigation, the owner decided to purchase a brand new oven after attempting to repair it. The owner is replacing the appliance privately outside of Bay Property Management Group without our assistance. In regards to his water bill, this has already been rectified and adjustments have been made on their account. Consumer Response /* (3000, 8, 2022/08/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) I'm glad the delivery has been scheduled. Could we be informed when this is going to happen. We have gave availability but never received a confirmation. Please see the below email and BBB please before informed the statement on the water is false. A SINGLE water bill adjustment has been made but the previous 150ish dollars of previous charges and fine that were issued to the landlords account have been paid by us. Business Response /* (4000, 10, 2022/08/30) */ We have received the request of the consumer that they are available September 1st for the delivery and installation of the oven and have advised the owner of this request. In regards to the water bill, what the consumer is seeing is the bills online to the County which the owner is getting with his late fees. What the consumer is charged with are in the bill amounts themselves. They pay to the owner via their tenant ledger, however, were accidentally charged one with late fees on their most recent bill which has been adjusted within their ledger. Consumer Response /* (4200, 12, 2022/09/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) The fact of the matter is it took over a month to replace the oven. Literally a 30 sec decision took over a month. Yet we were required to pay full rent without a major appliance being operational. We will be further looking at the water bill charges since nothing BMG has done has show consistency or honesty in communication. We have been reminded they are a third party management company that only cares about the interest of the landlord. The tenants are only there to pay cash, full stop. Nelson or Chris refuse to call to discuss any of these matters. Are multiple business days pass for email response. The mold issues have still not been responded to on the way forward. Business Response /* (4000, 14, 2022/09/09) */ We apologize that we are not able to meet the consumer's expectation. Upon checking further, the owner is choosing not to compensate them for the oven failure but is offering the consumer to vacate the home if they choose as at this time, since both landlord and tenant are not happy with the matters in the property. In regards to any mold concern, we have not seen visible photos from the consumer and according to the landlord, all repairs have been addressed including additional requests. Consumer Response /* (4200, 16, 2022/09/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) This has nothing to do with our expectations it has to do with decency and BMG fails to meet the minimum under the law. Clearly communication does not matter to BMG only our money. We were never asked for pictures. FULL STOP. That is on BMG and Nelson. BMG keeps taking our money and yet tells us the land lord wants to break the lease and refuses to work with us to have a livable domicile. Apparently the pictures taken by the county and their violation were not enough to suffice. Common sense and county violations are not proof enough. If the lease is going to be broken we need an assurance in writing that the damage from BMG lack of response and even slower response time is not taken from our deposit. For a preponderance of evidence please see current photos attached. The patch job on the sealing is a bandaid for the issues of leaking pipes which is already leaking through the patch job and the paint does NOT match. The slum lord standard is not ethical, and this is not on us having unrealistic standards. This has to do with BMG failing to meet reasonable standards of professionalism and excellence. My family has owned rental properties and we never treated any of our tenants like this. See attached for consideration. If the photos of the mold in the carpet is not enough we can send testing results to BMG and the state. AFter the initial 7 photos the follow on is what BMG ignored for 2 years. Business Response /* (4000, 18, 2022/09/16) */ We sincerely apologize for the inconvenience to the consumer. The provided photos have been forwarded to the vendor who we have been in coordination to resolve this issue as soon as possible. We are prioritizing our tenants concern and we understand that unfortunately this can sometimes lead to delays as we often need to review the reports from the vendor, get approval from the landlord and schedule the necessary repairs with the tenant. While this can lead to slow response times or lack thereof, please know we are trying to get the consumer's issue resolved as quickly as possible. We have also informed the owner of the requests made by the tenant regarding the offer to vacate the home if they choose. Consumer Response /* (4200, 20, 2022/09/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not believe the sincerity or the apology. IF it was true we would have received either 1) a change in performance or response and 2) monetary compensation for our wasted time. We have received neither. Please see attached documentation for issues meeting this. To the first point: BBB will notice that the violations from the county and now pending violation charges are from basic repairs taking OVER 30+ days. Some 60+ due to extension- Which led to larger, deeper systemic issues found by the inspector on the property. None of these were our fault, this was a resultant of poor property maintenance by the owner and management. In short, the COUNTY responded QUICKER than the management company and owner to all concerns and requests. Point of order. We did not ask to leave, we merely wanted the owner and property manager to not function as slum lords putting the proverbial "band-aid" on a issue. Please see attached email chain. IE- Such as mudding and painting over where a pipe is leaking, (or roof also in this case) and instead fixing properly, the deeper systemic issue. Treat the property as he would treat his own. We treat it well because it is not ours. Instead we have not received any guarantees that these issues will not be taken from the deposit and having been documenting and have given these to an attorney for our protection. BMG has not fostered a atmosphere of professionalism, trust or excellence. Bay management has made it clear that we are not a priority and are reminded "they work for the owner." We are expected to communicate, but they, BMG not to us. We counter offered and never received a response both times from Nelson. We are upholding our legal end. Our assertion is that the landlord is not and we are documenting all botched repairs, gaps, non matching paint that is not our fault. We feel we are being asked to leave because we are maintaining a professional standard which BMG fails to perform at. Therefore being cheaper to vacate and find new renters. We will vacate if given a fair and equitable offer, we have not received any to date. And not responding to counter offers tells us that they have no interest in working with us. Consumer Response /* (3000, 27, 2022/09/21) */ The complainant has provided a list of items outstanding that they request the business address at this time. Business Response /* (4000, 30, 2022/09/27) */ We are currently working into resolving the requested repairs by the consumer as soon as possible. The squirrel fix is underway and will take 2-3 weeks to confirm they are extracted and not returning. At this time, the owner has provided an offer to the tenants in written format. Please see attached file. This is available on the tenants portal to view as well. The general addendum states as follows: (A) All parties agree to early termination effective 12/31/2022 without penalty for lease break. (B) Upon Acceptance, landlord shall credit/waive rental payments for the months of November 2022 & December 2022 in the total amount of $4100.00. (C) All parties agree that the property will remain in "as-is" condition until the end of the terms, landlord's obligations to repairs & maintenance shall no longer be provided during the months in which rent is not being charged (Nov & Dec 2022). Tenants shall continue to report maintenance issues as required per the lease for record purposes only, Any additional repairs will be addressed at landlords' sole discretion. (D) Landlord removes tenant's liability from any damages against the tenant's deposit funds for matters related to moisture/leaks previously documents with maintenance records such as carpet, walls, and ceilings. (E) Landlord removes tenant's liability for professional carpet cleaning at the end of the term. However, tenants shall be required leave carpet in a clean and vacuumed condition. (F) If Tenant does not vacate the Property on or before the last day of the Term (12/31/22), Tenant shall be considered by law to be a "Holdover Tenant" and shall be obligated to pay double Monthly Rent for each month (or partial month, on a pro-rata basis) that Tenant remains in possession past the Expiration Date. (G) All other terms and conditions remain the same Consumer Response /* (4200, 32, 2022/10/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have not received comms or reply from the business. I left a voicemail on 27SEPT, no response and sent and email on 03OCT. No response . Business Response /* (4000, 34, 2022/10/05) */ We thank the consumer for sharing their concern. In regards to the communication issues, we have addressed this concern with the consumer and have responded accordingly. Hopefully, this is satisfactory to the consumer. Sincerely, Bay Property Management Group Consumer Response /* (4200, 36, 2022/10/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I'll accept this issue resolved with prejudice from the company despite the preponderance of evidence that renters are treated less than.

• Initial Complaint

  Date:08/01/2022

  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.

  June 2022. My property manager, Nelson was almost completely unresponsive both by email and phone after several attempts to contact him for various issues when I was done renting the property. When my tenants moved out, they left the house in disrepair and according to BMG's own inspection report, there were around $4,000 in repairs that needed to be made. Nelson told me that it was all normal wear and tear and there was nothing they could charge the tenant. This was an outrage as there were definitely things that were not just paint touchups or carpet cleaning, such as deglazing the tub. He would not answer phone calls or emails and provided no explanation for why they could not be charged. I lost a $2,600 security deposit because of their incompetence.

  

  Business Response

  Date: 08/16/2022

  Business Response /* (1000, 5, 2022/08/08) */ We are sorry to hear about the consumer's frustration and apologize for what the owner has experienced. We agree that the communication could have been better and have addressed this issue with the proper management. In regards to the explanation of charges, the consumer opted not to use Bay Property Management Group or our vendors for turnover. And based on the invoice from the consumer's chosen vendor, there was no work to the home that qualified as repairs to the damage the tenants may have caused beyond normal wear and tear. We are attaching the invoice for reference. In regards to the concern with deglazing the tub, we believe that this is a work quality issue and not negligence but also do not see receipts from the consumer that they worked on the tub. The process to charge tenants requires receipts from the consumer that they worked on it and it is deemed damages the tenants caused, however, we are willing to refund the amount of $250.00 for cleaning as there were some areas that needed to be cleaned. We hope this is satisfactory to the consumer. Sincerely, Bay Management Group.