Complaints

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:03/26/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 September 11, 2024, while I was home sick with COVID, my car was vandalized in the apartment complex parking lot. The property crime occurred under Bay Management Group, which claimed to have 24/7 surveillance and that violators would be prosecuted. However, when I provided a police report, they refused to comply with law enforcement. I requested to break my lease without penalty due to safety concerns, but they denied my request and falsely told the ************************ that they had provided me with alternative options. When I proved that no such options existed, they ignored me.Bay Management Group then abruptly left, and by mid-December, Brick ********************************************************** took over with little to no notice. Rent payment portals were shut down for a month during the transition. I first contacted Brick Street about my financial hardship due to my car loss on December 15, 2024. Despite being fully aware of my situation, they dismissed my concerns and continued adding late fees, knowing I had lost my full-time job as a direct result of losing my car. My lawyer sent them a formal letter about my case, which they ignored.On March 21, ***************************************** Management Group threatened me with eviction while adding yet another late fee, despite my ongoing efforts to secure housing and file for unemployment due to economic abuse. This company has failed in its duty to provide safe living conditions and has exploited my financial hardship.I am seeking:Full removal of all late fees A full refund of all rent payments I have made, including my security deposit and reimbursement for transportation expenses incurred due to the loss of my vehicle, to compensate for lost wages after losing my job.Immediate lease termination with no penalty Their negligence has caused me financial and emotional distress, and I expect them to be held accountable.

  Business Response

  Date: 03/26/2025

  BPM Response to tenant: 

  Thank you for submitting your concerns. We understand that you have experienced personal hardship, and while we are sympathetic, we must clarify several important points regarding your claims.

  The incident involving your vehicle occurred in September 2024, prior to Brickstreet Property Management assuming management of the property. At that time, the property was under the control of Bay Management Group, and we are not liable for any actions, representations, or circumstances that occurred during their management.

  Our team officially took over property operations in mid-December 2024. While the transition may have temporarily affected access to the rent payment portal, we promptly restored operations and ensured that all residents had access to payment options and communication channels.

  With regard to your financial and legal demands:

  Lease Termination: You remain legally bound by the terms of the lease agreement that you voluntarily signed. Brickstreet Property Management has not breached that agreement and is not obligated to release you from your lease without penalty.

  
  Rent Refunds and Security Deposit: You are not entitled to a refund of rent already paid. Your security deposit will be handled in accordance with local laws and the terms of your lease upon proper lease termination and move-out inspection.

  
  Late Fees: All late fees assessed were in accordance with the terms of your lease. We have found no error or overcharge in our records, and therefore no late fees will be waived.
  Reimbursement for Transportation or Lost Wages: The lease agreement does not entitle tenants to compensation for personal losses such as vehicle damage, unemployment, or other personal financial impacts unrelated to the condition of the leased premises.

  
  We understand that this outcome may not be what you were hoping for. However, as the current property manager, our responsibility is to enforce the terms of the lease and ensure fair and consistent treatment for all tenants. We are not responsible for management actions prior to December 2024 and cannot assume liability for any previous decisions or representations.

  If you have further documentation or legal correspondence that you believe was not reviewed, you may direct that to our office for the record. Otherwise, we consider this matter closed. 

  
  Sincerely,

  Brickstreet PM

  Customer Answer

  Date: 03/27/2025

  Subject: Response to Brickstreet Property Managements Reply Complaint ID 23110746

  Dear ********* ****,

  
  Thank you for your prompt response and for facilitating this dispute. After reviewing Brickstreet Property Managements reply, I find their response unsatisfactory, as it fails to address the core issues of my complaint and dismisses their responsibility in handling my concerns in good faith.
  While it is true that the vandalism to my vehicle occurred before Brickstreet assumed management, they became responsible for the propertys ongoing conditions, including the unresolved security issues and the financial hardship I faced as a direct result of that incident. Their attempt to separate themselves from the history of the property disregards the fundamental principle that a management company assumes responsibility for a buildings conditions and its tenants upon takeover.

  
  Additionally, I made repeated good-faith efforts to communicate my financial hardship to Brickstreet, beginning as early as December 15, 2024, shortly after they assumed management. Despite knowing that I had lost my primary source of income due to unsafe conditions on the property, they refused to engage in any meaningful discussions about lease termination or financial accommodations. Instead, they continued adding late fees without consideration for the hardship I was facing.

  
  Furthermore, they failed to acknowledge or respond to a formal legal letter from my attorney, demonstrating a clear disregard for both tenant concerns and legal due process. Had they engaged in a reasonable discussion at that time, this dispute may not have escalated.
  It is also important to note that **** who was employed by Bay Management Group at the time my car was vandalized, is now employed by Brickstreet Property Management. She was fully aware of what happened to my vehicle and the safety concerns I raised, yet she actively encouraged the continued imposition of late fees and refused to acknowledge my right to break my lease under these circumstances. This raises serious concerns about whether Bay Management Group and Brickstreet Property Management are operating independently or if there is a deliberate effort to dismiss tenant complaints and avoid accountability.
  Brickstreets response also mischaracterizes my requests. I am not seeking an arbitrary refund but rather:
  The removal of late fees that were unfairly assessed despite my ongoing efforts to resolve this matter.
  A refund of rent paid under duress, given that I have been forced to remain in unsafe and exploitative conditions with no attempt at resolution from the landlord.
  Immediate termination of my lease without penalty, as they have failed to ensure a safe and habitable living environment.

  
  Reimbursement for damages and financial hardship directly tied to their failure to maintain a secure environment and their refusal to act in good faith.
  Brickstreets stance that they are merely "enforcing the terms of the lease" ignores their responsibility to act in good faith and to ensure habitable conditions for tenants. They cannot selectively enforce lease terms that benefit them while disregarding those that protect tenants.
  I initially sought to settle this matter outside of court through tenant-landlord mediation, which would have only included reimbursement for my transportation costs at the time ($2,900) and a refund of my security deposit. However, Brickstreet has dragged this process out for so long that they are now forcing me to escalate to higher court, where my legal standing will be significantly stronger. Their refusal to act reasonably has only increased the damages they may be held accountable for.

  
  I urge the BBB to hold Brickstreet Property Management accountable for their negligence and predatory practices. I remain open to a reasonable resolution, but their current response is dismissive and unacceptable.

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

  Customer Answer

  Date: 03/27/2025

  Subject: Additional Documentation and Concerns Regarding BrickStreet Property Management Group
  

  Dear ********* ****,

  
  Thank you for your assistance in this matter. After reviewing BrickStreet Property Management Group's response, I would like to submit additional documentation and provide further context regarding my complaint. I believe this information strengthens my case and further demonstrates why I am dissatisfied with their handling of this issue.

  
  Supporting Documentation:
  Complaints and Reviews: I have attached Yelp reviews and other complaints regarding ZBA Property Management, which has a 1.4 out of 5-star rating. These reviews highlight a consistent pattern of poor tenant treatment under *** ******* managementboth at ZBA (BrickStreets former name) and in his current role at BrickStreet Property Management Group. It is important to note that ZBA Property Management rebranded as BrickStreet in 2020. This name change appears to be a deliberate attempt to distance themselves from past complaints and negative reviews while continuing the same harmful practices. BrickStreet's A+ rating is misleading, as it does not reflect the true history of the company. A quick review of *** ******* LinkedIn profile suggests potential connections between the entities he has been involved with, raising further concerns about transparency.

  
  Bay Management Group History: I have also attached a document outlining previous complaints and concerns regarding Bay Management Group (***). This company had a long history of tenant mistreatment, and after they quietly left, BrickStreet Property Management Group took over. This transition raises serious questions, as it appears to be a continuation of the same problematic management under a new name.

  
  Suspicious Connections: Additionally, I find it highly concerning that **** who worked for Bay Management Group at the time my car was vandalized, is now employed by BrickStreet. She was fully aware of what happened to me and still encouraged the addition of late fees while refusing to release me from my lease. The retention of key personnel from Bay Management Group within BrickStreet further suggests an ongoing connection between the two companies.
  

  Continued Concerns:
  I would like to reiterate my dissatisfaction with BrickStreets refusal to address my legitimate concerns, which include:

  
  Lease termination due to safety concerns and the significant impact of my car loss.
  Unjust late fees, despite my financial hardship and proactive communication.

  
  Their continued neglect in acknowledging the emotional and financial distress their actions have caused.

  
  Given the history of complaints and the serious nature of these concerns, I respectfully request that BBB conduct a thorough investigation. I strongly believe that BrickStreet Property Management Group is attempting to cover up past mismanagement, and I am fully prepared to escalate this matter further if necessary.

  
  Thank you again for your time and support. Please do not hesitate to contact me if you require any further clarification or documentation.

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

  Business Response

  Date: 03/27/2025

  Hello,

  Responses to each paragraph:

  1. I was once partial owner of ZBA Property Management. I left *** in August of 2020 and formed a residential pm services company called Brickstreet PM with the clients that followed me. My former partners still operate as *********, *********, **************, ZBA Management etc. The reviews since August of 2020 are from their remaining tenants. Our partnership did not end on great terms and I'm sure they revel in the fact that my name is still attached to that Yelp account. I have no connection to *** and haven't since August of 2020. I've tried to get the Yelp page taken down but Yelp refuses to do that.

  2. Bay Management Group is a large property management company here in ********* that I have no affiliation with at all. Brickstreet PM simply took over this complex after *** failed and bailed on very short notice in December of 2024.

  3. *** ******** was a *** employee that worked at the complex. *** was letting her go when they left the complex. *** lives on site, works the front desk, was the primary contact for tenants and is popular with many of the tenants. Because she is a talented PM and for continuity purposes we hired her to stay on in her position for BPM.

  Continued concerns:

  - A tenant's car being vandalized does not require a landlord to terminate a lease.

  - The late fees are assessed per the lease. While we regret the tenant's hardships we were not responsible for them and have a fiduciary responsibility to the owners of the complex to continue to enforce the lease.

  - While we acknowledge that the tenant has experienced hardships we have no ethical, moral or legal obligation to compensate the tenant for those hardships.

  - There is no cover up. *** has no relationship with *** and never has. BPM simply took over the management of the complex from them and hired ***.

  We hope this response puts this issue to rest. If the tenant wants to have a meeting with me I'm happy to sit down and talk with them about getting out of the lease early and what that would entail. The lease ends on 7/25/2025 so they will need to either renew or advise us they are moving out by the 25th of this month.

  Thank You

  Customer Answer

  Date: 03/29/2025

  Response to Brickstreet Property Managements Reply (Complaint ID *********

  
  Dear ********* ****,

  
  Thank you for your response. After reviewing Brickstreet Property Managements statement, I find their response unsatisfactory and dismissive of the legitimate concerns raised in my complaint.

  
  Lack of Accountability  Brickstreet denies any connection to ***, yet their own website states they operated as *** for 15 years before rebranding. Tenant complaints, management transitions, and shared personnelincluding the hiring of a former Bay Management Group employeeraise serious doubts about their claims of separation.

  
  Failure to Address Tenant Concerns  Their response disregards the financial hardship I have endured due to their mismanagement, as well as their failure to provide reasonable accommodations for my situation.

  
  Misleading Claims About Legal and Ethical Responsibilities  As previously mentioned, the issues surrounding my car vandalism, the unsafe living conditions, and their refusal to address my concerns have had a significant impact on my well-being, especially regarding my disability. I have PTSD, and the stress caused by their negligence and dismissive behavior has made it incredibly difficult for me to manage my condition properly. The ongoing financial strain, coupled with their refusal to hold themselves accountable, has further aggravated my mental health and has severely hindered my ability to focus on recovery.
  I am not only seeking financial compensation to recover from the financial damages but also to address their failure to properly accommodate my disability. Given the prolonged distress, if this matter is not resolved fairly, I will have no choice but to file a formal report with the *** for the lack of proper accommodations and the emotional and financial distress their actions have caused.

  
  To be clear, I am requesting a resolution that takes into account both the financial hardship I have faced due to their mismanagement and the failure to accommodate my disability. Further delaying or dismissing this issue only compounds the harm already caused.

  
  Request for Fair Resolution  I am requesting:
  A formal acknowledgment of the financial hardship I have suffered due to their management decisions.
  A waiver of unjust late fees.
  A written agreement for early lease termination with reasonable terms (not predatory penalties), including a full refund of my security deposit.

  Additionally, I find it contradictory that Brickstreet is now offering an early lease termination when I have been requesting it since September 2024, following the vandalism of my vehicle. Their sudden willingness to consider this option does not add up. If they were truly acting in good faith, they would have honored my request months ago instead of trapping me in an unlivable situation.
  
  
  Therefore, unless this early termination includes waiving my late fees and the past six months of rent paymentsconsidering they have financially trapped me in this leaseI still do not find their offer to be a fair resolution.

  
  If they refuse to provide my security deposit refund, I will instead pursue reimbursement for all transportation costs I have incurred over the past six months, in addition to the predatory late fees, through legal action.
  I am open to a meeting with their representative only if it leads to a fair resolution. Otherwise, I am prepared to escalate this issue through legal avenues and tenant advocacy groups if necessary.

  Please advise on the next steps.

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

  
  

  Customer Answer

  Date: 04/03/2025

  Better Business Bureau:

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

  I am formally declining the arbitration offer from the Better Business Bureau (BBB) regarding my dispute with BrickStreet. The extent of negligence, mistreatment, and legal violations committed by BrickStreet goes far beyond what arbitration can address. This case deserves to be escalated to a higher-level court where their actions can be properly examined and held accountable under the law.

  
  BrickStreet has been fully aware since September 2024 that I have been trying to terminate my lease due to severe and ongoing issues, including the vandalism of my car just six weeks into my lease, which resulted in a loss of income. Despite knowing this, they have refused to release me from the lease and have instead continued to subject me to financial and emotional distress. The fact that they stalled in providing video footage to the police during the investigation of my vandalized vehicle raises serious concerns about their transparency and accountability.

  
  Additionally, during this time, I was subjected to sexual harassment by a maintenance worker employed at the property. The same night my car was vandalized, this individual was also engaging in inappropriate behavior toward me. The timing and circumstances are highly suspicious, further emphasizing the need for this matter to be handled in a court of law rather than through arbitration.

  
  BrickStreet has continuously attempted to distance themselves from their responsibilities by claiming they were not officially recognized as the new owners of the property until later. However, the fact that they retained **** who was the Assistant Property Manager under Bay Management Group, proves that they were fully aware of ongoing tenant issues. Their refusal to acknowledge communications sent to Bay Management as valid is nothing more than an excuse to evade accountability.
  Furthermore, BrickStreet has ignored serious safety concerns at the property. They have allowed violent altercations to take place, with evidence of blood left on the steps after an incident. Despite complaints from tenants, these dangerous individuals remain on the premises. In addition, there is strong evidence of synthetic illicit drug use and/or production within the building, which has negatively impacted my health. I have photographic evidence and email correspondence proving that I have repeatedly brought these issues to their attention, only to be dismissed.
  To be clear, BrickStreet has had multiple opportunities to resolve this matter outside of court. My email correspondence with ******* demonstrates how dismissive and negligent she has been from the beginning. Rather than addressing the legitimate concerns I have raised, she has repeatedly tried to brush them off by saying, "we have to move forward." That is not a resolution. That is an avoidance of accountability.
  And now, this message is directly to BrickStreet. I am talking to **** Chelsie, and even the owner: If you choose to escalate this through eviction proceedings, I will bring all supporting documentation to court, and I am fully prepared to pursue further legal action at a higher level. Given the ongoing negligence, mistreatment, and legal violations BrickStreet has committed, I will not be making any further payments until this matter is resolved in court. The city I work and pay taxes in has already classified BrickStreets actions as domestic abuse due to the financial harm they have caused. This lease should have been terminated six months ago, yet BrickStreet has continuously ignored my rights and my safety.

  
  BrickStreet has demonstrated a blatant disregard for tenant rights, safety, and well-being. Their failure to act responsibly has resulted in significant harm, and I will not stop until justice is served. Arbitration is not enough. This case must be heard in a court of law where their actions can be properly scrutinized and addressed.

  
  With my final statement to this BBB file I want to make this clear for all parties that I have tried every possible avenue outside of court to legally leave this property, yet I have been trapped here against my will. I am not a squatterI am being held hostage financially by BrickStreets unethical practices. I WILL NOT BE INTIMIDATED INTO SILENCE OR FORCED INTO FINANCIAL COMPLIANCE. I welcome legal scrutiny because the evidence is overwhelmingly in my favor. If BrickStreet wishes to challenge this, I will see them in court. 

   

  Sincerely,

  ***** *****