Complaints

This profile includes complaints for Brookside Properties, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Brookside Properties, Inc.

  2002 Richard Jones Road Suite C-200 Nashville, TN 37215

• 

  Icon Lakewood

  2400 McCain Blvd North Little Rock, AR 72116-7506

• 

  Icon Lakewood

  2400 McCain Blvd North Little Rock, AR 72116-7506

• 

  Metropolitan Apartments

  2614 Whitehall Ter Hurstbrne Acr, KY 40220-6023

• 

  Flats at Hurstbourne

  3280 Silver Springs Dr Louisville, KY 40220-3486

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:07/18/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The apartment that we resided in during May of 2024 had a flood in it. We filed a claim with our insurance company to get reimbursement for our personal belongings that were destroyed due to water damage and molded due to neglect for repairs. The apartment management is refusing to respond to contacts from our insurance company.

  Business Response

  Date: 07/19/2024

  The regional manager emailed ************* last night that the community would respond to the insurance agent today and get them what they need.

• Initial Complaint

  Date:07/15/2024

  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 live at *****************************************. We haven't been able to pay our utilities bill for over 3 months because they were transferring to a new system. They told us for that time we wouldn't be billed, and they would pay it. They told us last week that, that has changed and now we are responsible for paying it. I literally have on recording of them saying that it is changed and they have went back on what they said. I cannot just fork up almost 1000 dollars to pay this when we were told that we wouldn't have to pay it. I can't even add onto my regular amount that I pay, because again we weren't saving because they said we wouldn't have to pay it.

  Business Response

  Date: 07/26/2024

  This was a misunderstanding with the residents. At no time were they told they would not have to pay the utilities. The property paid for the utilities while transitioning to a new billing system and the residents are to pay back in partial payments.  

  Customer Answer

  Date: 07/29/2024

   
  Complaint: 21985211
  
  I am rejecting this response because: I have on video that you as a business changed your minds, admitting that they told us we weren't going to have to pay it in the beginning.  I will not pay what you said we wouldn't have to pay for.  The leasing agents at our property office told us we wouldn't have to pay.  I cannot pay these fees because I was not saving, nor do I have that option.  Should I contact a lawyer? 
  
  Sincerely,
  
  Abigale Martin

  Business Response

  Date: 08/02/2024

  Ms *********************** are you able to provide the video?

• Initial Complaint

  Date:07/14/2024

  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.

  I have lived in ********************************** since 3/1/23. My first year here was great and my maintenance request always got handled in a timely manner. However, management got changed in 2/24 right whenever I signed my new lease. Since this new management has been here Ive had countless maintenance requests go unanswered. Starting in February my washing machine was leaking water, it took a month to get in contact with maintenance to come out to look at it and when they did I was told the leak was coming from my washing machine and I needed a new one. After spending $600 out of my own pocket for a new washing machine, I find out the leak is coming from my drains in the wall. This issue then took an additional 3 months to get fixed. Right after Im able to use my washer again, my air conditioning goes out on 5/26/24. It has been out for nearly two months now and I have put in numerous maintenance requests and made phone calls. I am now blocked from calling the leasing department and I still have no ac. I was forced to spend $300 out of my own pocket for a window unit ac because my apartment was getting up to 87 and there is still no word of it getting fixed. Not to mention the other issues that Ive put in like mold, my baseboards being rotted from water damage, and my microwave door being broken. You cannot rely on maintenance request records because every time I have put one in it has been marked completed or as a duplicate when no one has come to fix anything. Its the middle of summer, ac should be a top priority and before being blocked from contacting the leasing department I was told theres numerous people in this complex without ac. I never had these problems with the old management. The only resolution would be to get my problems fixed ASAP, not months from now, or to let me out of my lease agreement.

  Business Response

  Date: 07/15/2024

  I accidentally responded to the incorrect complaint... For this one Icon Lakewood has been shorthanded for a while and has additional help this week. It will be taken care of this week.

  Customer Answer

  Date: 07/21/2024

   
  Complaint: 21986810
  
  I am rejecting this response because: it is currently the following week and nothing has been fixed.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/11/2024

  Type:Service or Repair 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 was looking at places to rent in the city Im moving to soon and I emailed the Element Lexington apartments to ask a few questions about amenities. Since then, ************************************************************************************ my name, listing my legal name as a primary and my private email address. ******************************* is the person who made the email and application and says they do it all the time, and wasnt helpful at all until the fourth time I called and demanded that my personal information be withdrawn and my application deleted, which was just met with an mhm. Im unsure of whether I have to lock my credit score because I need it to be visible to other renters since Im still applying to places to live. Ive attached the screenshot of the email where this person made an account in my name with my personally identifiable information without my permission and without asking, I abruptly noticed this email this morning.

  Business Response

  Date: 07/16/2024

  The application has been cancelled and the credit for ****** was never ran.

  Customer Answer

  Date: 07/17/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:07/08/2024

  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 live at ***************************************** in ********** **. I am sick and tired of this place. they have continued to complete work orders when they were never completed and it has led them to take over 2 months to fix a TOILET. I asked them to come back on Wednesday but they complete the work order in the system so they never get a reminder, and they end up forgetting. It always puts it back onto us to create another work order, to call them for literally the fiftieth time to ask for a TOILET to be fixed. Its literally a part I can buy at a hardware store, but I shouldnt have to because thats what maintenance is for! They have told me that part has been on order for over two months when in all reality they dont care. Since they have cut down a majority of the **** and trees, against all the tenants wishes, all the bugs and animals that have lived there have now decided to make our apartments home. They arent open on Saturdays like it says on ******* They never answer the phone and you never know when they will be in the office so god forbid you actually need something from them, you have to actually go up there and see if they are there, which most times they are not. This new company *****, and I have contacted their management office and still nothing. There is another tenant that has went without HVAC for over 5 days and its been over 100 each day, they dont care. They arent treating it like an emergency. Something needs to be done and I am tired of it getting put back on the tenants. What they are doing is clearly illegal. They do not care. They have literally been called cheap by other leasing agents. I am just tired. ai have spent over ****** dollars and will end up spending over ****** by the time my lease is over.

  Business Response

  Date: 07/09/2024

  As far as office hours go, the office is open on Saturdays from 10 to 5 and is only locked for the leasing agent's lunch or when they are out on tour. Monday- Friday the office is open from 9 to 6 and someone is always in the office. Plus the resident portal and emergency lines. The maintenance team has tried to gain access to the residents apartment but was denied entry, which was noted on the work order. The property is going to reach out to the resident to see if they are available tomorrow or this Thursday to enter the unit.

• Initial Complaint

  Date:07/08/2024

  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 am a current resident at ********** in *********. Previously The *******, name changed when purchased by Brookside Properties.My air conditioner has been out for a week in mid summer. Come to find out that many peoples air conditioners are broke in my complex without them being repaired by the complex. Both pools have hours changed where they can barely be used, management stating they can take away access to amenities at their discretion and refuse to lower rent. Many cars have been broken into, or stolen, or damaged, these have police reports and happen repeatedly while management refuses to put in a gate. There is many reports and pictures of mold in the walls. The fire alarm in my apartment alone expired in 2019.They took away accessible dumpsters and now there is trash piled on the curbs that sits there for days.I tried to break my lease to get away from all of this (my car alone sustained 1000 in property damage from crime since living here). Brookside properties charges $6029 for me to break my lease (similar for others).They have violated many laws, ******** laws and G.S. ***** just as examples and told me there is nothing they can do to let me out of my lease. This has to stop. Its very hot, were suffering, and being held for thousands of dollars.

  Business Response

  Date: 07/17/2024

  The resident entered in a maintenance request for their Air Conditioning on July 1, it was closed on the same day, reopened on July 5th and then completed on July 8th. The car damage that happened to the residents car was during previous management. The mold was taken care of as soon as the property was notified. Fire alarm systems were checked in January of this year. There was an issue with the trash compactor & 3rd party waste management but is now complete. Pool hours are changing right now while the community monitors amenity access, and should be resolved soon.

• Initial Complaint

  Date:07/05/2024

  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 apartment was full of black mold, the office was made aware *************** 1 year ago. They lightly patched the issue and then less than a month later the black mold was coming through the walls. My patio door would not longer open because the wood on the inside was molded and falling due to the rain coming through the walls. The closet in my bedroom had black mold all along the baseboards. The wall above my washer area was also covered in water damage that was coming through the walls also. There wasn't any offer to move me or even a set date of having the issue fixed. I broke my lease to save my health and was told I would be charged for it. This place treated me like I was the issue and not them. It is hazardous for anyone to live in.

  Business Response

  Date: 07/16/2024

  The resident has lived at the community since April 2022 and all work orders, except for the most recent regarding the leak have been closed. *********** attended to the request and determined it was a roof leak, which would need a contractor. 3 contractors have come out to look and just received the final bid to make the repair. The resident renewed her lease with the community in April, but called the office on Friday June 28th to notify she was moving out and would turn in keys on Monday July 1st. The office let her know she needed to submit a written 60-day notice and to submit lease break fees. The resident did not put her notice in writing and turned in keys on Monday July 1st.

  Customer Answer

  Date: 07/17/2024

   
  Complaint: 21947495
  
  I am rejecting this response because: In almost every work order out in, it was put in as complete but followed back with a nothing was finished. Maintenance actually put the hole in my wall. Also the office did not say I needed a 60 day notice. The leak above my door has been going on since the night I moved in. It should never take two years to get black mold out of someone's residence that they pay $1100+ a month for. Also every time I would ask about it no answer on when it would be fixed could be answered. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:06/26/2024

  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.

  Our ** unit has not been functioning for the past 5 days. The maintenance staff of Views of *********, owned by Brookside Properties, has been to our apartment twice. They state the issue is resolved though our home stays at 75 degrees regardless of the thermostat setting. We were out of town 6/21-6/23. When we returned, the ** unit had been set to 65 degrees by the maintenance staff regardless of the ** unit malfunctioning. My husband and I never set the temp below 70 since the unit has stopped working. There was no notice of their entry. What alerted us was the low thermostat setting and our laundry room in disarray as they needed to get to the vent. -- On 6/24, maintenance returned to our unit, vacuumed the air duct, and stated the problem was solved. After the staff member left, I monitored the thermostat. Though the staff member had sat the thermostat to 68, it took 4 hours for the temperature to decrease from 77 to 75 degrees. It stayed at 75 degrees until 3 AM regardless of being sat at 68 by the staff member. Views of Brentwood/Brookside Properties is not listening to us. We ask that they cover the difference in our electric bill as their limited action is costing us. We ask they install a window unit until the ** unit is functioning properly or replaced. In April there were forced renovations. During these renovations I came home to find a man standing on my bed, our personal property not respected, used our toilet and left the seat up, and they left debris everywhere. The new fridge and stove that were installed were already scratched. We do not want to be held liable for these defects. The previous appliances were fine. Our leaking sink, faulty shower head, missing closet door ****, and wasps, should have been a higher priority.

  Business Response

  Date: 06/27/2024

  The resident emailed the community manager on Friday the 21st about the ** not being cool enough, to which the manager submitted a work order. Maintenance entered the apartment and adjusted the thermostat from 75 to 65, since it was 90 degrees outside. Regarding the renovations- the office team provided ample notice and maintenance team cleaned the area daily of boxes & old appliances. The community manager let the resident know that the scratches on the new appliances were notated and would not be charged at move out.

  Customer Answer

  Date: 06/27/2024

   
  Complaint: 21900377
  
  I am rejecting this response because:

  I have written the property daily since 6/20/2024. Regardless of the low setting maintenance sets the thermostat, the unit stays at 77 to 80 degrees. Simply, you can set it at ***** all you want, our apartment is not cooling off. Our bedroom stays at 8-00 degrees so we are sleeping in the living room where its cooler by 3 degrees.  As documented multiple days, it takes 4 to 8 hours for the apartment to cool even 2 degrees. The unit is aged out and needs to be replaced. Per your lease, you need to be taking action to remedy the issue. 

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

  Business Response

  Date: 07/03/2024

  On July 1, 2024 the maintenance supervisor cleaned the coils, checked the pressure and the unit is working properly.

• Initial Complaint

  Date:06/25/2024

  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.

  For 11 months, the washer has had a service code 59 coming up. Initially, it would spin and clean clothes, but it stopped. Now the barrel does not rotate the clothes to clean them, Just sits there getting the clothes wet and times out without moving at all. It does not spin. Staff is in breach of lease agreement. They provide appliances so they are responsible to maintain them. They refuse to replace this washer or fix it. They say it works. They don't sit here and watch what it's doing. I taped it on my phone and maintenance refuses to watch it, fix it, do anything. **** is just out sick again, no worries. Maintenance is never here and when he's here he does nothing. He keeps closing the work orders to replace this washer. I want a washer so I don't hurt my back worse carrying heavy clothes up and down stairs to wash them. The mold in the washer is unsafe. The roof caving in is a problem, but the least of my worries since I need a washer and they refuse to replace it, fix it, and expect me to pay more money in coin operated machines, hurting my back worse. It is their responsibility to maintain appliances since they offer them. What they are doing is heartless, hateful and unacceptable.

  Business Response

  Date: 06/26/2024

  The resident has been in communication with both the property manager and maintenance team since last week. She initially reported the washing machine was not spinning, the maintenance team went to check it out, and confirmed it was spinning. Her washing machine does need a new control board, which will take weeks to get the part delivered. So they have relayed to the resident they will swap out her washing machine with one from another unit. Unfortunately both the maintenance guys have not been in the office at the same time this week, due to medical issues, to make the swap. The attached photo does not show mold.

• Initial Complaint

  Date:06/17/2024

  Type:Service or Repair 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.

  My pregnant wife and two kids and I are tenants at ************************* apartments in **********. We have rented here ~2.5 years.Our dishwasher machine broke down in the middle of a cleaning cycle, over six weeks ago on 4/19/2024. We submitted a service request on 4/24/2024.Over 30 days passed with no communication or service from our landlord/property manager or maintenance person.We submitted a second service request on 5/30/2024.This second maintenance request generated some correspondence from our property manager, ******.****** told us that he was not able to do anything because he was waiting on approval from his regional manager ******. (****** was the previous property manager here before she got promoted to regional manager.) We told ****** the mold smell coming from the dishwasher was becoming very pungent, and unhealthy for us, and requested that if it cannot be repaired, it be removed. He told us that he was also waiting on approval from ****** to get the ** removed. On 6/12/2024 I removed the dishwasher myself, because no action was being taken, and the mold smell coming from the dishwasher was affecting the health and well-being of my family.I purchased about ~$30 of supplies from the hardware store to properly disconnect the ** and plug/cap all plumbing connections. I placed the removed ** outside of the office and attached a copy of my hardware store receipt to the dishwasher for reimbursement.The next day we received a letter demanding that we remedy the situation in 14 days but didn't specify what the remedy is. I called ****** and asked for clarification, and he told me that he didn't know what the desired remedy was either. ****** had told him to send the letter to us, and that she would "tell him what was needed to remedy the situation", but she never followed up with him.***************************************************************************************************** ************************************** ********************************

  Business Response

  Date: 06/28/2024

  The regional manager received a request to purchase a new dishwasher from the community manager on June 12 but wanted the maintenance team to check it out the following day. On June 13, the maintenance team neglected to check out the washing machine. So on June 17, the regional manager advised the community manager to go ahead and purchase the new unit, since the ball had been dropped. The regional manager initially wanted to get a second opinion the dishwasher error as many had been replaced in the last few months. The new dishwasher has been installed.

  Customer Answer

  Date: 06/29/2024

   
  Better Business Bureau:

  Thank you for your prompt communication and work on this.
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************