Complaints

This profile includes complaints for Willow Bridge Property Company LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Willow Bridge Property Company LLC has 42 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Willow Bridge Property Company LLC

  2000 McKinney Ave Ste 1100 Dallas, TX 75201-2033

  
• 

  Hawthorne Commons

  205 Highland Ave Salem, MA 01970

• 

  Lincoln Property Company

  200 Fairbrook Dr Ste 101 Herndon, VA 20170

• 

  Lincoln Property Co

  8201 Windsor Trl Liberty Twp, OH 45044

• 

  Lincoln Property Company of Florida, Inc.

  110 S Hoover Blvd Tampa, FL 33609

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:06/27/2025

  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.

  This is the management company for the townhome my family rented beginning at the end of May, 2024 and ending in June of 2025. We had several incidents of neighbors violating the no smoking policy and very little assistance from the managers. We did a mutual termination due to these issues and ended our lease almost 2 months early. Today, we received notice that they are attempting to charge us to replace carpets we left in the same condition as when we moved in. We believe this is a fraudulent attempt to recoup lost revenue from our early lease termination.

  Business Response

  Date: 06/30/2025

  Good Afternoon, 

  In order to best assist you, could you please tell me the name of the property that you are referring to? 

  Customer Answer

  Date: 06/30/2025

  I am rejecting this response because:  the business requested more information. The business is responsible for The Venue Townhomes in *******, ********* 

  Customer Answer

  Date: 06/30/2025

  After disputing charges with the business and requesting documentation and photo/video evidence, the business sent our move-in checklist outlining the damage we believe they are attempting to charge us for as present when we moved in. The manager will not provide photos or descriptions of the damage in question and is attempting to discredit our move in checklist documentation. 

  Customer Answer

  Date: 07/08/2025

  I have requested photographs and detailed information about the alleged damage, including receipts verifying that the carpet was damaged, and have not been provided anything but an invoice and the original documentation we provided upon move-in that indicated problems with the carpet. There will be further complaints. 

• Initial Complaint

  Date:06/19/2025

  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.

  This apartment complex is a health hazard. I have had so many floods since living there. My kitchen cabinets literally shredded from water. They tossed them in the trash (photos) never replaced or fixed. Holes in the walls. Instead of drywall put over the hole they screwed wood boards that werent long enough to cover the hole. I had to put painters tape across the bottom so bugs would not come out of walls. Mold everywhere. I ended I up breaking the lease because I could no longer stand living in the gross conditions. I was told I would need to pay a break lease fee of $2542. I asked for some sort of discount because of all the horror I lived in and poor conditions. I was denied. Now I have 15 days to pay ***** on an apartment they already have rented to someone new. Which is concerning because that apartment needed to be gutted. They only care about money. Not peoples health or living conditions. I have so many photos I can turn over of my apartment condition. It was disguting. They should be ashamed. But these big corporations dont care. I feel like $***** is an enormous amount for the stress Ive gone through there. Especially since they rented it immediately. Disgusting practices.

  Customer Answer

  Date: 06/20/2025

  I would also like to add I received an email a final account statement stating I owed $75 out of my deposit for cleaning of the stove (which was left sparkling, I have photos) and that I was receiving the balance of my deposit. 
  then a few days later I get a certified letter stating Im not being charged the $75 for cleaning but that they arent charging using the deposit towards $2742. 
  So confusing. Again I know I broke the lease but the conditions I lived in were disgusting. My health is important. Im in the process of getting disability because I had a brain tumor removed and a blood disorder with no cure. I could no longer be breathing in mold. It smelled like earthy mold in there because they never cleaned floods. I can provide several photos. 
  this large amount is unethical considering the conditions I lived in  

  Business Response

  Date: 06/25/2025

  Good Afternoon,

  In order to best assist you, could you please tell us the name of the property that you are referring to?
  
  Thanks

  Customer Answer

  Date: 06/25/2025

  They are asking for a response to what property it is. It is ******************* on ****** road in ******* ******** 
  

  I want to add more info as well. They sent me a refund check in the mail? Are they going to come after me for that too if I cash this? They make no sense. I have a copy of my final bill I paid. They send me a refund. But I owe them thousands? 
  

  I would also add I never missed a payment in the almost 2 years I lived there. Yet they allowed me to live in I acceptable conditions especially with my health issues. 
  

  Customer Answer

  Date: 06/25/2025

  I am rejecting this response because:   
  I have included the property in the paperwork. 
  

  it is Rosemont Windermere on ****** **. ******* Florida. 
  

  they sent sent me a final bill. I paid it. They just recently sent me a refund check?!

  living conditions were unacceptable for almost 2 years. Never missed a payment. Ever. Apartment rented right away after my notice. 

  Business Response

  Date: 07/07/2025

  Dear Madison,

  Thank you for the opportunity to respond to the latest concerns submitted by *** ******.

  *** ****** moved into her apartment at ******************* on August 15, 2023. Willow Bridge Property Company officially assumed management of the community on September 4, 2024, more than a year after her initial move-in date.

  We would like to note that despite the concerns she later raised, *** ****** renewed her lease in October 2024 for another full year, indicating her intent to remain at the community well after her initial lease term.

  Since our takeover, *** ****** has not visited the leasing office in person and has submitted only two maintenance work orders during our management period. Both of which were completed same day. When she eventually contacted us, she informed us of her desire to terminate her lease early to move back home and requested a discount, citing unresolved issues and an unsatisfactory move-in experience.

  While we understand and empathize with her concerns about the move-in condition of her apartment, it's important to note that the reported issues, including leaks, stemmed from a full building replumbing project that occurred prior to Willow Bridge's management. Nonetheless, our team made every effort to address her concerns, including offering:

  -A walk through and repairs for any items she identified as problematic.

  -A transfer to a different unit and a waived transfer fee.

  -A transfer to another Willow Bridge managed property in the area she was relocating and a waived transfer fee.

  -A payment plan of her final account statement including the Lease Break Fee.

  Unfortunately, *** ****** declined these options and stated she only wanted to break her lease without penalty. We made a genuine effort to improve her experience and retain her as a resident, but she declined all alternative solutions. Willow Bridge remains committed to fair and responsive service and appreciates the opportunity to provide clarification on this matter. 

  Sincerely,

  ********* *******

  Property Manager

  Customer Answer

  Date: 07/08/2025

  I am rejecting this response because:   
  

  I made several complaints in person to the leasing office. Unfortunately I didnt use the online maintenance request so they do not have it in writing. 

  they sent out a survey asking the satisfaction of the apartment which I filled out and gave very low scores. 
  

  I gave up complaining because I would never receive a response. 
  

  the fact of the matter is that apartment was disgusting. You can clearly see from the photos. Them offering to finally make it right upon me wanting to move out of the mold infested property is a joke. they didnt seem to care when my cabinets shredded apart and I had standing water in my apartment. Or that I had holes in my wall. I was told by maintenance several times they were coming to drywall it and never did. I just gave up. One time I even complained in person about a maintenance working going in my bedroom while I was not home when he wasnt suppose to be there. I had it on my camera. I wish I could attach videos to this complaint of things. 

  I paid every bill I ever owed there without issue. It shows that all they care about is money and not the living conditions or the personthat they are not willing to negotiate on a ridiculous fee  that wasnt made clear in the beginning. Its too little too late. I had to renewed the lease because I was told things would be fixed. Which they were not. 

  I am attaching one letter I could find that I sent during my stay there. Unfortunately most of the communication was in person which now I know better. Even in the several floods I had those werent reported in writing because they were clear emergencies and I called instead. When your apartment is flooding sending an email is not something on your mind. 
  

   

   

   

• Initial Complaint

  Date:06/16/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I would like to share my disappointing experience with the ****** ************************ in ******. As a real estate broker, I value professionalism and positive relationships in our industry, but my recent interactions with their staff have been far from *************** issues began with *******, a leasing agent, who was unprofessional when I sought information about the invoicing process. After a frustrating exchange, I arranged a meeting with her property manager, ******* ******. ******* assured me that I needed to sign up on their vendor app for an annual fee of $68, which I later determined would not benefit me. After communicating my decision, ******* promised to process my invoice and assured me I would receive a check by the following Thursday.However, that day came and went, and I learned the check had been mailed out with payroll checks, supposedly to be delivered by ***** on Friday, June 13. When I visited the office for an update, ******* informed me that the checks had not yet arrived and could not provide any tracking information without consulting her ********** someone who has worked in property management, I believe in treating clients with respect and transparency. Unfortunately, I later received an email stating that our check was not included in the batch and could take up to 30 days to be issued, contradicting our prior agreement.This entire experience has been frustrating and has left me feeling undervalued as a partner. I hope the management addresses these communication issues and improves staff professionalism to better serve clients in the future.

  Business Response

  Date: 06/25/2025

  Hello *****,

  
  Thank you for taking the time to share your feedback. We appreciate your referral and the opportunity to work with you. However, we would like to provide clarification and context regarding this situation.

  Initially, the invoice we received from you was dated June 2nd and billed under the residents name, which does not meet our internal accounting standards for vendor payments. We requested a corrected invoice so we could process it properly. You then submitted a second invoice, backdated to May 20th, and correctly addressed to the property.

  
  While we understand your eagerness to receive payment, its important to note that your outreach to our on-site office, our corporate office, and even our national office occurred within just a few days of the resident moving in. Additionally, you contacted individual employees through their personal platforms, which falls outside of standard professional boundaries.
  Per our company policy, vendor payments are processed no sooner than 30 days after a residents move-in date. This is a standard timeline we follow to ensure quality control and proper verification. Additionally, all vendors are required to be certified and approved through our ********* platform as part of our risk management and compliance process. Unfortunately, you declined to complete this step, which required us to make multiple exceptions on your behalfagain, outside of our normal business practices.

  
  We regret any frustration this situation may have caused. While we value the referral and appreciate your interest in working with us, we also have to balance that with ensuring consistency, fairness, and compliance across all vendor relationships.
  We hope this explanation provides clarity, and we wish you the best in your future endeavors.
  Sincerely,
  The Willow Bridge Team

  Customer Answer

  Date: 06/25/2025

  I am rejecting this response because:   This is completely unacceptable! Your manager ******* Accepted the invoice and stated it was approved . If anything was wrong with the original invoice she should have made that very clear prior to the emails regarding the check was approved and cut by AP and sent. This is completely false and ******* ****** also stated that the net vendor process was NOT necessary. I have multiple emails of this communication. So you will not cover for your team . My eagerness to receive payment was solely based on your Property manager making promises she could NOT keep ! 
  This complaint is very valid and your company team members FAILED to honor the promises made ! 
  Thank  you Good day 

  Business Response

  Date: 06/30/2025

  Hello *****,
  
  
  We would like to thank you for taking the time to share your feedback. We do apologize that your experience did not meet your expectationswe always strive to ensure a smooth process for everyone we work with.

  
  We have reviewed the situation, and while we understand your concerns, there is nothing further we are able to offer at this time.

  
  We appreciate the opportunity to work with you and wish you all the best in your future endeavors.

  
  Sincerely,
  The Willow Bridge Team

  Customer Answer

  Date: 06/30/2025

  I am rejecting this response because:   

• Initial Complaint

  Date:06/12/2025

  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.

  Please do not rent or go onto the primary website of *** *******, the website claims to have 45 units that's a lie there are more units available within the 11 floors. The units has a problem with constant ladybugs and gnats because most of the 11 floors are hot or humid within the hallways that gnats will be in the units eventually. Instead they will mask the humidity with some weird "old person" perfume mist. Secondly, the management team will lie to you about the promotions and unit pricing to allow anyone that they personally know to live there regardless of income or proof of income. The game is " WHO THEY KNOW". Third, if the regional manager or the two property managers have promised a unit to a specific person that they know they will dodge you and not answer the phone just to lie to you and say " you don't have the neccessary income" why is the management company, regional manager, and those two in the office so **** worry about your income after you paid your rent in full. Baby go sit down somewhere with that misalign wig on. Worst company, liars within the office and company because the regional manager says to not to allow a specific person to live there so their people can come in and stay at the apartment complex. The website constantly changes prices on the units. People with any retirement, disability, or income based needs please run as fast as you can. They will denial your application in favor of those people that they know or who appear to be checkered.

  Business Response

  Date: 06/25/2025

  Good Afternoon, 

  Can you please provide me with the property name so that we can better assist you? 
  
  Thanks,

• Initial Complaint

  Date:06/11/2025

  Type:Billing 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.

  Dear Better Business Bureau,I am filing a formal complaint on behalf of **************** Services against Northpoint of *******, managed by Willow Bridge Property Management, for failure to pay contractually agreed-upon late fees that have accrued over a 79-day delay in payment.?Business Information:Property Name: Northpoint of ******* Management Company: Willow Bridge Property Management Address: ************************************* Contacts: ****** **************** ******* Phone: ************** ?Summary of Complaint:On the agreed service date, ************************* provided professional cleaning services at Northpoint of *******. We submitted our invoice with Net 30 payment terms. Unfortunately, the invoice went unpaid for 79 days, well beyond the agreed-upon terms.Our standard policy includes late fees after 30 days of non-payment, which were clearly stated in the original invoice and subsequent communications. While the base invoice was eventually paid, the management company has refused to pay the late fees that accumulated over the 79-day delay.We have followed up multiple times to resolve this professionally and respectfully. However, the response has been a flat refusal to pay, without valid reason or dispute over the fees. This demonstrates a lack of accountability and negatively impacts small businesses like ours that depend on reliable, timely compensation.?Resolution Requested:We are requesting the full payment of the outstanding late fees per our service agreement and invoice terms. We also request BBBs assistance in ensuring Willow Bridge Property Management honors its financial obligations to vendors.We are prepared to provide:The original invoice Our late fee policy Service completion documentation Email and message communication logs Thank you for your attention and support in resolving this matter.Sincerely,******* ********* Owner, *************************

  Business Response

  Date: 06/26/2025

  This vendor agreed to remove the late fees, as payments had been issued timely but were sent to the incorrect address listed in their account.  Please see email confirmation attached.

   

   

  Business Response

  Date: 06/26/2025

  Per the attached email from this vendor, all late fees were removed.  The payments were initially sent on time to the address listed in the vendors Net Vendor account.  When the vendor reached out due to not re3ceiving the payment, the Business Manager and RPM had the payments sent overnight to the new address.  The vendor then waived all late fees in the attached email.

  Customer Answer

  Date: 06/26/2025

  I am rejecting this response because:   
  The address they had the check sent to was never a remit address. The late fees were removed without clearance of the address and amount due. The manager definitely did not send invoices out in time to pay and had cost us a contract and late fees payments.

  Business Response

  Date: 06/30/2025

  Thank you for the response.  Please contact the leasing office Business Manager for further discussion.

• Initial Complaint

  Date:06/06/2025

  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 toured an apartment and disclosed information regarding my recent low credit history. I informed the manager I fell ill and was deemed a disabled veteran and I lost my job due to illness. During this time my credit score dropped from 754 to 500s. Now Im back working and paying bills off. The manager asked about my rental history and told me not to worry about my low credit score because it doesnt matter if I have an apartment to vouch that I have good rental history. I asked several times about this and he kept assuring me it wouldnt matter. So I applied. I also have a misdemeanor and when I filled out the application it says felonies are disqualifications not misdemeanors and they denied due to my record too. I called them and was told no ones in office. Once I told them Im filing a complaint they asked me to wait until the property manager gets off a call. I waited on hold and then they sent me to voicemail. They are being very shady. I spent $275 on a deposit and application. The main issue is this is a now a pattern for this business. There are reviews claiming the same thing happened with their applications. Im seeking legal action against Cottage Living and the property staff for scamming potential residents.

  Customer Answer

  Date: 06/09/2025

  Thank you BBB for assigning my complaint. My realtor informed me today that Cottage Living is going to issue a partial refund of $200 for the security deposit. As long as they refund this amount Im okay with that resolution. 
  

  Thank you. 

  Business Response

  Date: 06/10/2025

  The refund of a $200 deposit is being refunded. The $75 application is non refundable per the application agreement that was signed at the time of applying for the home.

  We understand that this news may be disappointing, and we appreciate the time and effort you put into your application.
  
  Thank you for your understanding, and we wish you all the best in your search for a new home.

  
  

• Initial Complaint

  Date:05/29/2025

  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 am totally disgusted with this complex

  Business Response

  Date: 05/30/2025

  Good Morning, 

  In order to best assist you, can you please provide the name of the property that you are referring to? 

  
  Thanks,

• Initial Complaint

  Date:05/29/2025

  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 writing to formally report a dangerous and unacceptable incident that occurred in my bathroom at apartment 3230 on May 29th 5:13 pm. The cabinet installed above the toilet suddenly collapsed without warning, crashing down while I was in the bathroom.This is absolutely unacceptable. Not only could this have caused serious injury, but it also damaged the area and posed a significant safety risk. My arm and knuckles are now bruised, but this could have ended much worse. There is no reason a cabinet should come loose and fall unless it was improperly installed or poorly maintained.I expect this to be addressed immediately. I request a prompt inspection of the damage, a full repair, and an explanation of how this happened. I also ask for documentation of when this cabinet was last inspected and what steps will be taken to ensure this does not happen againeither in my unit or in others.I am extremely frustrated and disappointed that I have to deal with something so dangerous in my own home. I trust this matter will be treated with the seriousness and urgency it demands.

  Business Response

  Date: 05/30/2025

  The resident called yesterday afternoon to report that the cabinet fell at around 5PM. Maintenance was sent over to move it out of the way. The resident stated to Maintenance that they were not home and that when they arrived home they found it had fallen in their bathroom, so I am unsure of how resident got injured. Contacted GC for new construction to report so warranty can re-install and inputting incident report. 

  -S

  
  

  Business Response

  Date: 06/12/2025

  The resident called yesterday afternoon to report that the cabinet fell at around 5PM. Maintenance was sent over to move it out of the way. The resident stated to Maintenance that they were not home and that when they arrived home they found it had fallen in their bathroom, so I am unsure of how resident got injured. Contacted GC for new construction to report so warranty can re-install and inputting incident report. 
  
  -S

  Customer Answer

  Date: 06/18/2025

  I am writing in direct response to your recent message regarding the bathroom cabinet collapse in my apartment. I am extremely disappointed and offended by the misrepresentation of what occurred.
  To be absolutely clear: I was home when the incident happened. I was walking into the bathroom when the cabinet fell, and I was bruised while trying to catch it. I had already communicated these details both verbally and in writing when I first reported the issue.
  To twist the facts of the incident in order to reduce your liability is not only unprofessional, but deeply inappropriate. This was a serious safety hazard that could have resulted in far worse injuries. Rather than attempting to rewrite what happened, I would expect your office to show concern, accountability, and urgency in resolving this matter.
  I am requesting the following:
  A written acknowledgment correcting the facts of the incident.
  A formal apology for the dismissive and inaccurate response.
  Documentation on when this cabinet was last inspected and installed.
  Compensation for damages
  Please understand that I am fully prepared to escalate this issue to the city’s Code Enforcement office, and seek legal recourse if necessary. I strongly urge you to treat this matter with the seriousness it warrants.

  Business Response

  Date: 06/25/2025

  Copy of email attached.

• Initial Complaint

  Date:05/23/2025

  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 have been living on the second floor at this property since February 2024, re-leased in February 2025 and have never filed a noise complaint until April 28th 2025 on my upstairs neighbors. When I first complained the leasing agent told me she would call them, since then the noise has gotten worse. The upstairs tenants are banging things against their floor/my roof at a moments notice, slamming doors/cabinets in their kitchen and bathroom, and now stomping, which was not an issue before, so I keep contacting the leasing office to complain, and was told that they need video proof that theyre actually making noise and even threatened me with a violation of my lease if I retaliate since now that tenant is stating they can hear noise coming from my apartment. After I am the one who complained! My kids cant sleep in their room or take use their bathroom because their room is right under the upstairs units room and bathroom. We have no peace in this apartment . I have attempted to contacted the property management company and they have not responded. I requested to speak with the property manager after calling to complain 6-7 times and just spoke with her yesterday, *****, who told me she got my videos but couldnt hear anything, when I went to the office to point out the noise on just one video (Ive sent 4-6) she made excuses for the upstairs tenant by saying they may have dropped a hair dryer, or the tenants stated since you live right by the stairs maybe thats the noise you hear, the tenants stated that theyre tiptoeing and wearing slippers now, and stated that they can hear stomping too and kids so were trying to see where the noise is coming from. She also told me that their security came by and couldnt hear anything from the outside! Initially they stated they couldnt come in my unit to hear the noise but now she said they can only during business hours! I and the tenants are gone from 8-6 and the office is open from 9-6 I need help and no one is helping

  Business Response

  Date: 06/10/2025

  
  
  Thank you for reaching out. I would like to provide a detailed account of the interactions and steps taken in response to Ms. ********* requests.
  
  On June 3, 2025, I received a call from Ms. ******** regarding noise complaints from her upstairs neighbor. During our conversation, Ms. ******** requested to be released from her lease agreement and a full refund of her security deposit. I informed her that I would need to obtain approval from our Vice President before proceeding.
  
  Subsequently, on June 3, 2025, at 3:20 PM, I sent an email to our Vice President requesting approval to release Ms. ******** from her lease. I followed up with an email to Ms. ******** on June 5, 2025, confirming that I was still awaiting approval and assured her I would notify her as soon as a decision was made.
  
  On June 6, 2025, I received the necessary approval from our Vice President, allowing Ms. ******** to be released from her lease or transfer to another apartment without penalties. I immediately called Ms. ******** at 3:07 PM on the same day to inform her of this approval.
  
  Later, Ms. ******** inquired about adjusting her rent amount. I explained that I would submit her request to our Vice President and notify her once I received a response. 
  
  On June 10, 2025, I returned Ms. ********* call to confirm that she could be released from her lease or transfer to another unit. She requested a refund of her deposit prior to moving out, which I explained could only be processed once she vacated the apartment. I also informed her that I would escalate her request to our accounting department to see if an earlier refund could be arranged and assured her I would follow up with an estimated timeline.
  
  Please be assured that we are committed to addressing resident concerns promptly and fairly. If you have any further questions or require additional clarification, please do not hesitate to contact me.
  
  Sincerely,  
  ******* **********

   

• Initial Complaint

  Date:05/21/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I live at the ********************************************************************************************************************************************** and I had a deposit for $250.I moved out of the apartment on December 13th and I have not received my deposit yet. I'm requesting at this time $250.This is a 55plus community and why are they trying to keep senior money and I am not the only one.This apartment complex and management is a joke

  Customer Answer

  Date: 06/02/2025

  I received a phone call from  ****** she sent me a  check  for $42.49 without any explanation. I'm requesting my full Deposit $250. And I have copy of the check for proof. By law they are to submit an itemized statement and deposit within  30days and it had been 6months .

  Thank you

  Business Response

  Date: 06/10/2025

  Dear Mrs. ************** hope this message finds you well.
  This email is to provide a summary of Mrs. ******** final account following her move-out on December 13, 2025.  Please note that the prorated charges for the 13 days of occupancy in December were not paid prior to her departure and have been deducted from your security deposit.
  Below is a breakdown of the charges and credits applied:
  Charges Deducted from Security Deposit:
  Rent : $281.00
  Covered Parking: $25.00
  Storage: $10.00
  Total Charges: $316.00
  Credits Applied:
  Security Deposit: - $250.00
  Credit for 18 days of rent: - $163.10
  Credit for 18 days of covered parking: - $14.52
  Credit for 18 days of storage: - $5.81
  Cleaning charge (see attached photo): + $75.00
  Final Balance: Refund amount: $42.43
  If you have any questions regarding this statement, feel free to reach out to me by email *************************************************************** or by phone ************

  Best Regards,

  ***** *****

  Property Manager

  Customer Answer

  Date: 06/11/2025

  I am rejecting this response because: I live in the apartment for 7years and the walls and carpet is basically wear and tear Carpet needs to be replace not responsible walls painted not  responsible the cracks in the wall and cabinet top is the foundation shifting and they knew about it and the apartment was clean I didn't leave anything in the refrigerator and they are charging me $40 I'm disputing.

  Thank you