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Brookside Properties, Inc.This business is NOT BBB Accredited.
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Complaints
This profile includes complaints for Brookside Properties, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 107 total complaints in the last 3 years.
- 39 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:06/14/2024
Type:Service or Repair IssuesStatus: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.
Im a renter at ************* in ***, **. Ive been living here since 2020. Ive had several issues while living here but the main two are back in January when it snowed/iced, my heater didnt work. It got down in the negative temps that week. I did have two space heaters which saved me from freezing to death literally! My electricity bill though was almost $200!!! My current issue is the air conditioner has not worked since May 24th! A maintenance man brought me a window unit after I requested it on May 28th. Even though I have it running on the lowest possible setting, it is still over 80 degrees in my apartment. I put in a maintenance request on May 24th, went to the apartment office on May 25th and was told that they were waiting on the company to come fix the ACs. When I asked the lady when that would be she said they didnt know. I have sent several emails since then and havent gotten a response. I even contacted Brookside Properties and ********************* was the only person who responded and said to Please be polite and respectful with the employees. Im sure they are doing everything they can.Customer Answer
Date: 06/14/2024
The temperature in my apartment currently is 84 degrees with the window unit at low as it will go 62.Business Response
Date: 06/17/2024
HVAC company came out last week and the property received a bid for a total replacement that ******** the community manager, is sending to the Regional Manager for approval. The resident does have a portable unit in their home in the meantime. As for the heat and the month of January, neither the Community or Regional manager were with Brookside at the time.Customer Answer
Date: 06/18/2024
Complaint: 21851466
I will not be accepting this response until my a/c is fixed.
My window unit has been running as low as it will go this past weekend (6/15-6/16) I kept all of my doors closed (bedroom and bathroom) and it was still 83 degrees in my apartment.
Sincerely,
*******************************Customer Answer
Date: 06/23/2024
Its currently 86 degrees in my apartment with the window unit set on the lowest setting (62)
Not only do I want my a/c fixed, I would like a big portion of my rent for the month of June taken off because I have not had air.
Customer Answer
Date: 06/25/2024
Hi I understand that my air will more than likely be fixed this week which I am so thankful for! However I have had one heck of a month trying to get yall to fix it. I understand I have a window unit Actually its just a portable A/c that you guys call a window unit. It has still been over 80 degrees in my apartment all month. (since May 24th) Ive had to take cold showers just to cool off. Ive had to run fans constantly. I really dont want to see my electric bill! *** also had to stay elsewhere quite often because it got to 89 degrees in there. I would like a concession on Junes rent.Initial Complaint
Date:05/21/2024
Type:Service or Repair IssuesStatus: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.
85+ outside and no a/c, front office alleges they had people out at a convenient time when I'm unavailable, that was two weeks ago and the unit is still unlivable most days due to excessive heat.Business Response
Date: 06/03/2024
The team does not have a key on site for his unit. We understand that the property should have a key on site and he has expressed this several times. He is not willing to allow the team to make a copy of his key to enter when the contractors are on site.Customer Answer
Date: 06/05/2024
Complaint: 21743159
I am rejecting this response because:Compromised MY own safety by failing to notify me that they had lost their copy of my apartment keys. Had to read in-between the lines of the vague responses I've received from the front office. I was in there last week and offered them my key to make a copy but they changed their minds when I actually said to do it. I work full time and dealing with the poor living conditions and unprofessional staff here has been a complete nightmare.
Sincerely,
*****************************Business Response
Date: 06/11/2024
***************** has not returned to the office for almost two weeks,and we are still unable to enter the apartment as he has not provided a key.********, our regional manager, has also been present when we requested the key, but he still refused to give it.
*****************************, Community Manager at Icon Lakewood.
Customer Answer
Date: 06/12/2024
Complaint: 21743159
I am rejecting this response because:Why would I keep wasting my time in the leasing office? I tried to work with them for months, never ending excuses as to why they can't make the apartment livable. Actually brought the a/c problem up during the winter time when (big surprise) the heat was not working. As I said in our last communication, I offered my key so they could make a new copy for their maintenance team however after I said yes go and do it the lady I wasn't talking to inside of the leasing office chimed in and said they are still unable to make a copy.
Sincerely,
*****************************Initial Complaint
Date:03/29/2024
Type:Service or Repair IssuesStatus:UnansweredMore 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 on a property owned by Brookside properties called The *********************. I discovered mold the color black growing in my hvac unit sometime around November of last year and I reached out to my landlord to notify them about it. I was very concerned because I do have a respiratory illness and I cannot live in an environment that triggers my asthma. I was having random sinus pressures, headaches, and other symptoms that mimicked an allergy, and I began to fear that it was being triggered by the mold. When I notified my apartment manager, I mentioned that I would like to have a professional inspector to come out and take a look to see where it may be coming from and to test the mold to make sure it wasnt something that was risky for me. I believe all mold is triggering to a person like me with health issues, and I wanted to have the issue resolved as soon as possible. The landlord came down alone without an inspector after receiving photographs of the mold. She told me that she wasnt convinced it was mold and refused to send out an inspector. Corporate never responded to my emails either as I was trying to encourage them to come and look themselves if possible because mold is not an issue to be taken lightly for a property foundation especially. The mold progressively grew in my house all throughout my hvac system. I strongly believe that this happened due to the property managers negligence to handle the mold when I first made her aware of it. The mold eventually grew even on my personal things. I pleaded and begged for them to send out someone to come and take care of the mold. Corporate never acknowledged the issue and still hasnt responded to my emails. After numerous attempts to have someone come out and address the mold. I received an attorneys letter from them stating that they could let me out of my lease early without penalty, but I would have to forfeit my security deposit and they wouldnt replace any of my things that were damaged from moldInitial Complaint
Date:03/25/2024
Type:Service or Repair IssuesStatus: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.
The tenant up stairs from ** has flooded our bathroom 6-7 times and we are concerned about mold now, reported it to the manager of apartment complex that thinks repainting the area fixes everything and she said that takes care of the mold. She refuses to give her bosses number to get a resolutionCustomer Answer
Date: 03/25/2024
Issue has been resolvedInitial Complaint
Date:02/26/2024
Type:Order IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 11/2023 I send a lease with ************* stating that my rent will be $1,209. That was the price I paid for dec and jan. **** February rent it was ***** feb rent $1,567 with no explanation. Bith these amount were without any late feesBusiness Response
Date: 02/28/2024
Hi ********, we strive to provide exceptional customer service and apologize for any misunderstandings. Per your signed lease agreement, rent is $1,199 plus a $10 building fee. Water and Sewer is billed with rent but is not included in the rent, so there is a bill for those on your ledger. We hope this provides a better understanding. Please contact us with any other questions, directly!Initial Complaint
Date:02/26/2024
Type:Service or Repair IssuesStatus: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 my apartment in October of 2023, since I moved in there has been problems, the kitchen floor is com*** up, my tub paint is peel*** and my carpet is com*** up. I filed multiple maintenance and never heard back from anyone. A month ago there was a leak and half my carpet was wet and grow*** mildew. I had a leak for 2 weeks before I decided to call somebody myself and get it fixed. On my lease my rent states I will be pay*** $806 every month *** Im pay*** $950-$980 before the late fee applied! Im steady pay*** rent but nobody has come to solve any problems. The leas*** offices tells me the same th*** every time I call and no solutionBusiness Response
Date: 03/26/2024
Based on our records, for *************************** Apt *********************************************************** on 10/20/2023. Currently we are showing all completed except for two which will be scheduled with a vendor when ****** lets us know which date is good for next week. Which would be bathtub resurface and vinyl repair.Initial Complaint
Date:01/02/2024
Type:Service or Repair IssuesStatus:UnansweredMore 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.
Hot water does not work frequently. The emergency line for the apartments is not answered. Never has been.Initial Complaint
Date:01/02/2024
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On August 22, 2023, ****************** and I, ***********************, moved into a supposedly "luxury" apartment with a monthly rent of $1755. We were expecting a comfortable and peaceful place to call home, but unfortunately, we soon had a problem with our upstairs neighbor's behavior.When we approached her about it, she became argumentative, and things only got worse from there. We tried to seek help from the apartment office,but they were unresponsive to our requests. We even contacted the police, but the situation remained the same. We then reached out to the Better Business Bureau in hopes of a resolution, but we only received a dismissive response from the Fitzroy at Marketplace, which is owned by Brookside Properties agent **********. When we met with her, she aggressively asked us, "What do you want to do?" We requested to transfer to another unit, and she initially seemed to agree. However, we later received an email stating that we needed to provide paystubs and allow an inspection of our apartment before we could be approved for a transfer. It is now December, and we have still not received a response. We have paid a total of $10,894.84 in rent, and our living situation has been nothing but stressful. *******, a proud former US Army soldier and now member of the National Guard, and I, a full-time nursing student, have had to sit in my car in the cold, risking getting the flu because of the unbearable noise from our neighbors in unit ****. We have tried approaching the neighbor nicely, contacting the office, calling the police, and even contacting the Better Business Bureau, yet nothing has been done. We are now filing a complaint with your organization.Sincerely,*********************** and ******************Business Response
Date: 01/12/2024
Hello, we take complaints very seriously as one of our top priorities is resident satisfaction. After a thorough investigation, it appears we were able to come up with a resolution and moved you to a 3rd floor. We do apologize for all of the inconvenience and hope you can finally feel Fitzroy as home! Please let us know if you need anything else by contact the office directly.Initial Complaint
Date:12/18/2023
Type:Service or Repair IssuesStatus:UnansweredMore 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.
Dishwasher is broken for over a month. Two work orders have been filed. Maintenance unable to repair. Dishwasher unit needs to be replaced.Customer Answer
Date: 12/28/2023
I have spoken to the apartment management several times about the broken dishwasher. Yesterday I was told they have other things to repair implying my dishwasher is low ********************* did install a timer. However, the unit will not fill or drain water.Initial Complaint
Date:10/09/2023
Type:Service or Repair IssuesStatus: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 have tenants at this apartment complex since September 03, 2021. Since the first week we moved in, there have been consistent issues with water damages. Such as water seeping up from the foundation into our bedrooms, flooding in our laundry room when tenants above us used their washer, water coming through main door frames when inclement weather is happening (mostly when raining), and the most recent issue is our bathroom was flooding due to some issue with the tenants above us. For most of our maintenance requests, they have responded timely. However the most recent issue with our bathroom flooding was not handled correctly, we had 3 inches of water flood through our exhaust vent into our main bathroom at 2 in the morning that poured into our Smoke Detector causing it to alarm as if there was a fire. So do to this not being the first time our bathroom has flooded we tested for mold and have gotten a positive test for mold. Due to this we asked property manager to extract all mold and repair water damages. However they just put a "band aid" on the damages and wiped down the exhaust fan, but did not replace any dry wall and our ceiling in the bathroom looks like its going to cave in. They said they would not cancel our lease as I am pregnant and can not have a new born living in a mold filled unit. They will not let us transfer units without paying and signing a new lease. So our only option is to break our lease, but they are making us pay a termination fee along with 2 months of rent. I would have no problem with this if we were breaking our lease due to normal circumstances. But I do not feel like we should have to pay these fees when we are having to break our lease due to their negligence. This is also the 3rd property manager we have had in the past year. Issue took place: 09/23/23Business Response
Date: 10/24/2023
Hello ********, we firstly want to apologize for any misunderstandings or miscommunication. We strive for our residents to have the best experience and it seems this isn't the case. After a thorough investigation it appears that emergency maintenance was not called, regarding the most recent concern. Additionally it seems that a work order was put in at 5:46 p.m. on that Saturday, which we would not see until the following Monday. If this were to occur in the future please know you are able to call the emergency maintenance line for immediate service! When we spoke with maintenace we found that there was no moisture any in drywall, only cosmetic damage and that was repaired. Regarding breaking the lease, we are to go by signed lease agreement. We truly hope we can turn around this experience for you and have you renew for a 4th year, as you are so valued! If you have any other questions please contact the office!Customer Answer
Date: 10/29/2023
Complaint: 20713405
I am rejecting this response because:
This is absolutely unacceptable. The picture that contains 4 photos is from the day of the incident 09/25. The other pictures were taken 10/25 (after maintenance repaired the damages) and the video was taken 10/13 (would be after the 14 days). Emergency maintenance was called on 09/24 (the day of the incident) at 8 am because there was still water pouring through my smoke detector in the hallway and the alarm was going off. It this was a simple cosmetic fix the amount of water feeding through the ceiling wouldve been a trickle not a waterfall downpour. The physical water damages were not reported until the afternoon because I am pregnant and have a toddler and wasnt going to sit in our unit for 2 hours before maintenance could come take care of the alarm from the smoke detector. The dry wall and ceiling needed to be replaced in the 14 days due to the amount of water that came through the ceiling. The ceiling above the tub is bowing and has stand still water. We will not be held responsible for the rent in November as the damages were not repaired within 14 days as mentioned in subsection ***************************************** the unit and you can clearly smell it and the mildew as soon as you enter the unit. We have completely vacated the premises and will be turning in the keys 10/30th. If you are not willing to mediate this we will have to seek legal action.
Sincerely,
*************************
Brookside Properties, Inc. is NOT a BBB Accredited Business.
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