Complaints

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

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  Willow Bridge Property Company National LLC

  2000 McKinney Ave Ste 1100 Dallas, TX 75201-2033

  
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  Lincoln Property Company

  135 Constitution Blvd Franklin, MA 02038

• 

  Lincoln Property Company

  1155 Herndon Pkwy Ste 100 Herndon, VA 20170

• 

  Lincoln Property Company

  200 Fairbrook Dr Ste 101 Herndon, VA 20170

• 

  The Brook

  9924 Oakbrook Dr Charlotte, NC 28210

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:02/09/2024

  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.

  Serratia marcescens (Pink Mold) Build-Up: Wrongful Eviction from Storage Unit: Inadequate Hot Water Supply: Previous Address Issues: Untimely and unresolved work orders Please see attachments for full descriptions since there arent enough characters to fully explain. I have also attached our signed lease statement showing I did Not select an option for early termination

  Business Response

  Date: 02/16/2024

  Our goal is to ensure your satisfaction when resolving a service issue. I have requested any work orders that have not been completed. the two that were submitted were completed and that was the first time the work order had been submitted. We ask that you provide us a proper opportunity to resolve these issues for you if anything is still outstanding. ****** has inspected the unit for any possible growth and the result was hard water stains. I understand the frustrations with the storage unit situation. This was an unfortunate situation that was rectified with a concession. We can not change the past but both agreed on the plan to make things right. We would love to make sure all work orders are up to satisfactory if you have anything unresolved. As for the termination addendum we have the signed addendum with option 1 chosen. This would require a 2 month penalty if breaking your lease early.  

• Initial Complaint

  Date:02/08/2024

  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.

  I live at ******************** Apartment and have since October 2022. When it came time to renew my lease, I asked to be sent a 12month renewal and they put me on a 15 month renewal without my knowledge as she had it on her computer screen and had me sign on a signature pad on the desk without my ability to see it. I was lied too, only to just find out 4 months later that I am locked in for almost year still when I have other arrangements made already. I am shocked and when I called and spoke with the regional manager she listened to my concerns but when I asked for a resolution she acted disgusted that I asked for a rent credit for the inconvenience. I wasnt even asking to be let out of the lease early or anything. I just feel lied to and taken advantage of as the customer and felt that I maybe deserved a small compensation but I was made to feel horrible by her for asking. I am a manager and deal with patients daily with complaints and I take much better care of them than I was taken care of today. This company needs to evaluate how they handle clearly miss handled situations.

  Business Response

  Date: 02/16/2024

  Good afternoon *******,

  Thank you again for the conversation and for taking the time to communicate your concerns. We are happy to listen and to help! We look forward to making the remaining time at the site successful and enjoyable, and if you need anything else please do not hesitate to reach out.

  - ******************** Mgmt Team

• Initial Complaint

  Date:01/31/2024

  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.

  In the time that I have spent at Copper Flats Apartments, which is managed by Willow property management, we have had many difficulties with members of staff at Copper Flats and their competency to complete necessary tasks. The most recent and most urgent complaint is that the staff in the office filed incorrect paperwork when transferring a roommate onto an existing lease that now all of our credit has been compromised, our families harassed, and we now have to fight with credit collection corporations, because of mishandled paperwork.I have spoken with the manager, ******* many times to correct the issues we ran into. More often than not the responses take more than a few days, there is no resolution, or it is very difficult to find a solution to the problem (often met with contempt and attitude) When moving out of the apartment, I have an email from *******, the manager, stating that everything was taken care of, my name was no longer associated with this apartment, and no further action needed to be taken. However, recently, the current residents of the apartment, myself, and a previous tenant have all received calls from a collection company as have our families. When reaching out to ******, she assured me that the debt was paid in full but they forgot to notify the collection company. Since then it is my understanding from her that nothing else needed to be done. However we all now have credit hits, and we now are impacted to take out loans, purchase vehicles, or anything else, which might use a credit score to determine eligibility. I am seeking that willow bridge refund a percentage of our rent for the damages this property and their staff have incurred on existing and future credit of all occupants (listed previously or currently on the lease) as all have been negatively impacted.

  Business Response

  Date: 02/08/2024

  Hello,
  
  Our system automatically sends accounts to collections upon move-out. This is something I am looking into adjusting. ****** was sent upon move-out/roommate change by the system. My assistant manager has contacted the collection company to inform them she should not have been sent. Please see attached. We apologize that this has happened. 

  Customer Answer

  Date: 02/08/2024

  I am rejecting this response because:   
  While it is great that Willow Bridge is acknowledging their mistake, this serves as no real solution. Our credit has been negatively impacted and our families harassed. Provide financial solutions and/or incentives or else you are merely accepting responsibility which does not solve our problems with creditors. 
  

  If this happens to every tenant who moves out, I am surprised your business has not been more affected.

  Business Response

  Date: 02/09/2024

  Hello ******,
  
  We truly appreciate you taking the time to share your feedback with us. It's disheartening to hear that your experience with our amenities did not meet your expectations. Please accept our sincere apologies for any frustration or inconvenience this may have caused you.
  
  We understand how important it is to have reliable amenities and functional mailboxes, and we're genuinely sorry for any inconvenience caused by their current condition. Please know that we're actively addressing these issues and working diligently to make the necessary repairs as quickly as possible.
  
  Your patience and understanding during this time are immensely appreciated. We're committed to providing a positive experience for all of our residents, and your feedback serves as a valuable reminder of areas where we can improve.
  
  If there's anything else we can do to assist you or if you have any further concerns, please don't hesitate to reach out to us directly. Your satisfaction is our top priority, and we're here to help in any way we can.
  
  Thank you once again for sharing your feedback with us, and we hope to have the opportunity to exceed your or past roommates expectations in the future.

• Initial Complaint

  Date:01/26/2024

  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.

  No hot water for a week we have kids and seem to have no remorse toward the families who have children . We have to boil water for them to bathe which uses electricity that we have to pay for .

  Business Response

  Date: 02/07/2024

  One of the boilers that services this building had a replacement part that was needed.  The manager called the plumbing contractor as soon as she was alerted that the hot water wasn't working.  Plumbers had to order a part from out of state, as it was not in stock anywhere within a 6 hour driving radius.  The repair was made immediately upon receiving the correct part.  The hot water was restored within 48 hours.  

  Customer Answer

  Date: 02/07/2024

  I will agree to have the comment taken down but I want them to acknowledge that it wasnt 48 hrs as the emails shown the dates of when they where sent it was over a week and it also show when the hot water was restored 

  Customer Answer

  Date: 02/12/2024

  I have reviewed the business response and accept this resolution. 

  I will agree to have the comment taken down but I want them to acknowledge that it wasnt 48 hrs as the emails shown the dates of when they where sent it was over a week and it also show when the hot water was restored 

• Initial Complaint

  Date:01/24/2024

  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.

  We moved in to ************ apartments in **************, in August 2023. On October 15th 2023, heavy construction was started to transform the raw retail space directly below our unit into a dental office. We were not informed that we would soon be living above a construction zone.For three months at all hours of the weekdays and weekends, there was jackhammering and drilling directly into our floor (photos were falling off of walls and our dog was terrified). We measured the noise level in our unit during drilling, which regularly topped out past 100 decibels.We both work from home and frequently had to use the local library instead of the apartment that we pay dearly for (~ $4300 monthly). We were told that we could use the community penthouse, but this small space is also used as a staff office/meeting room/restroom/cafeteria space. Some days there was no space available to work there. We formally requested (twice) a 20% abatement for the duration of construction, or relocation to a comparable unit. We were offered a smaller unit that would not work for us (a unit that we had already passed on when we moved here). We were not offered any of the comparable sized units that have become available throughout this process.There has not been any follow-up to our requests; however, we did overhear a conference call with one manager telling another not to cave to these types of demands by tenants. We are paying to live in a construction zone while management continues to ignore our requests to find a solution to this problem.

  Business Response

  Date: 02/05/2024

  Hello,  I am sending in the lease agreement for apartment #*** at The ***************************************** and **************************  Included in the lease is a mixed use addendum that was signed stating they acknowledge they are living in a residential and commercial space and there may be noise up to 24 hours a day.  I am working on a response, but wanted to send the lease over for your review.

  Thank you,
  ***************************

  Regional Manager

  Business Response

  Date: 02/08/2024

  Hello,  I am sending in the lease agreement for apartment #*** at The ***************************************** and **************************  Included in the lease is a mixed use addendum that was signed stating they acknowledge they are living in a residential and commercial space and there may be noise up to 24 hours a day.  I am working on a response, but wanted to send the lease over for your review.

  Thank you,
  ***************************

  Regional Manager

  Business Response

  Date: 02/09/2024

  Hello,  ******* and ***** moved into The **** apartments, apartment #***, in July ***3.  There are 3 retail spaces on the ground level of the building and one was leased in the fall of ***3.  Construction began in the suite in October ***3 and there was noise for a few months while the tenant built out their space.  The lease agreement ******* and ***** signed with The **** did include a mixed use addendum which stated they are living in a community that is mixed use and there may be noise associated with this.  I sent a copy of their lease to you for review. 

  The retail lease agreement is negotiated and discussed with a realtor and ownership and the management company is not updated regularly on the status.  We informed residents as soon as we knew that the space was leased and construction would begin.

  The residents requested a 20% rent deduction for 3 months and the ownership has now agreed to providing a 10% reduction.  ***** and ******* have agreed to this and the settlement is being finalized as I am writing this.

  Please let me know if you have any additional questions.

  Thank you,

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

  Regional Property Manager

• Initial Complaint

  Date:01/22/2024

  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.

  Hello, I have lived at ************* at ********************************* in ******, ** since September 2023. Since we moved in, there have been many issues with the property that still have not been fixed. Since we moved in, the hot tub across from our apartment has never worked, the gym was vandalized and has never been fixed, and most importantly the mailboxes have been broken and have not been fixed which sends us to the post office to pick up our mail. We have gone into the leasing office multiple times and they consistently tell us that its not their problem, its the fault of the property owner, Willow Bridge. Ive tried to reach out directly to willow Bridge multiple times with no responses. We are having to go to the post office to pick up our mail and wait in line every single time for 30 minutes to an hour or more. Since these amenities are something we are paying for every month I expect them to be fixed within a few weeks, not several months. If that cannot be done then I would like for our monthly rent to be lowered since we cannot use the amenities we are paying for.

  Business Response

  Date: 02/09/2024

  Dear ******,
  
  We truly appreciate you taking the time to share your feedback with us. It's disheartening to hear that your experience with our amenities and the issue with the mailboxes did not meet your expectations.Please accept our sincere apologies for any frustration or inconvenience this may have caused you.
  
  We understand how important it is to have reliable amenities and functional mailboxes, and we're genuinely sorry for any inconvenience caused by their current condition. Please know that we're actively addressing these issues and working diligently to make the necessary repairs as quickly as possible.
  
  Your patience and understanding during this time are immensely appreciated. We're committed to providing a positive experience for all of our residents, and your feedback serves as a valuable reminder of areas where we can improve.
  
  If there's anything else we can do to assist you or if you have any further concerns, please don't hesitate to reach out to us directly. Your satisfaction is our top priority, and we're here to help in any way we can.
  
  Thank you once again for sharing your feedback with us,and we hope to have the opportunity to exceed your expectations in the future.

   

  Warm Regards, 

  ************* at ***********

  
  

  Customer Answer

  Date: 02/09/2024

  I am rejecting this response because: it does not provide any information about my initial complaint. If these things are being addressed as Ive been told for the last 5 months then we would like some kind of time frame or a billing adjustment since we have not been able to utilize these features thus far in our lease term 

• Initial Complaint

  Date:01/18/2024

  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.

  (1) Persistent noise disruptions for 4-7 total hours a day, anywhere from intermittently all day long to 1-4 hours at a time. Contacted management on 12/12/2023 asking to please contact the residents and provide a resolution for the persistent noise disruptions. Management has provided no resolution and it is now 01/18/2024. (2) Package stolen on-sight from secure package room. E-mailed management with proof of delivery, confirmation of date/time, and a photo of the package. Asked for a review of the package room footage on 12/19/2023. Management has provided no resolution and it is now 01/18/2024. I have now contacted our local property management yet again, along with corporate, regarding our dissatisfaction as residents of ******************************. I have record of all correspondence and a lack of resolution/response.After further exploration of Willow Bridge, I came upon the companys mission - "Our mission is to deliver impeccable service... However, Im hoping that it is not the norm to leave two urgent requests - a stolen package with a value of over $100 that has photo proof of delivery in our propertys secure package room and a noise complaint that disrupts our daily living, sometimes for hours at a time, unanswered for a month, as this fails to meet the companys standard of impeccable service." This is both unprofessional and unacceptable.

  Business Response

  Date: 01/22/2024

  Hello ******, 

  Thank you for your feedback. The details you provided are certainly not the norm for Willow Bridge Property Company. You are correct that our mission is to deliver impeccable service, and I apologize again this was not your experience. 

  You and I spoke on the phone on Friday, 1/19. I appreciated you taking time to give feedback. I believe we agreed on a resolution that you are comfortable with. If there is anything that you feel is unresolved please let me know. 

  Thank you, 

  ********************;

   

  Customer Answer

  Date: 01/22/2024

  I have reviewed the business response and accept this resolution. Thank you so much, ****, for chatting on Friday to help resolve the situation(s). I very much appreciate your time and commitment to ensuring residents of ****************************** are satisfied and comfortable with their living situations. 

• Initial Complaint

  Date:01/12/2024

  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.

  We have lived in our apartment since September of 2023. This apartment was newly renovated when we moved in. It started leaking in October and we put in requests to get it fix for almost 3 months before anyone even came to look at it. We were told that nothing could be done about the leak and after numerous phone calls to speak to people in our property management office they also could do nothing for us. They offered us to be able to switch our apartment, but we would have to pay a new security deposit and sign a 16-month lease even though we only have 7 months left on our current lease. They also stated that we would have to pay back the free month of rent we received upon signing our lease. My roommates and I have strong concerns on mold in our apartment because we have had the leak for so long. We are also concerned that more of our ceiling will be affected by the winter and spring months. I have never had such a terrible experience and will not be promising this company another 16 months when I have seen the disarray of the property and the poor office management that they have. I have attached a timeline of the leaks, the contacting of people in the office and pictures as well. I am also reaching out to the department of health, the department of building and will be taking other actions if we do not receive a solution to our issue.

  Customer Answer

  Date: 01/18/2024

  After submitting my BBB complaint on January 12th, 2024, I received another email from the property management company (The ******************** that said we would no longer have to pay the extra free month back to them (Please reference the roof leaking timeline I originally submitted to see why this is important) but has no indication of how long the lease would be. Unfortunately, due to the negligence of the property we are no longer interested in moving to another unit. I am aware of and have seen leaks in other apartment and ceilings. The leaks that are occurring are in apartments on our property that are not physically connected to us. I have seen ceilings that are falling apart and not being repaired and am aware that these issues with roof leaks in other buildings, are also not being resolved. 

  On January 16th, 2024, the City of Kingston Building Safety & Zoning Enforcement came to inspect my apartment. I have attached a picture where they indicate that my apartment has failed inspection and does not meet safety standards. This gives me even more worry to further my time with this business.

  Business Response

  Date: 01/19/2024

  Hi Better Business Bureau, 

  We have been in contact with the resident over the phone and immediate sent our maintenance team to review the damage in the unit. 

  It was determined that the resident's apartment currently has a roof leak. We had a contractor onsite today to review the roof, 1/19. Our contractor is providing us with a proposal to address the roof leak and we will conduct the work as soon as our contractor has availability. 

  To satisfy the resident, we have offered the resident to transfer units. Please see the email correspondence attached, the resident has not responded. 

   

  Let us know if you have any questions.

  Best, 

  *****************;

  Property Manager 

   

   

  Customer Answer

  Date: 01/19/2024

  I am rejecting this response because:   

  Please see response attached on 1/18. Unfortunately due to the negligence of the property we are not interested in taking another unit. We are aware that other units on their property have leaks that are causing significant damage in other apartments as well. ************** states that property damages are to be resolved in a 90 day period. We are rounding the 90 day period and have no resolve. We would again like either financial compensation due to dealing with the leak for 3 months (please see timeline originally attached where it states that our first report of the leak was on October 21st, 2023). Or we would like to be able to break our lease since we have no date on when the repair will be resolved. We have been dealing with this since October and again (in the timeline) you can see the first time our situation was addressed was on January 5th, 2024. We have been living in a hazardous situation where mold is definitely present and Willowbridge Property does not want to take responsibility for their actions. 

  Customer Answer

  Date: 01/19/2024

  I have responded to the email previously sent by *********************** in reference to our unit transfer. We were unsure if we could contact the business after putting in our BBB complaint. To reiterate we are no longer interested in a unit transfer due to the negligence we have witnessed to their other apartment units. We are aware of other leaks and mold present in other units and therefore are declining their offer. 

  Customer Answer

  Date: 01/22/2024

  Due to the fact that we still have no timeline or ************** that our apartment both inside and out will be repaired, we are still seeking a monthly compensation from the company. We have been dealing with this issue since October and would like for the company to recognize that they have failed in helping us. October, November and December we put in multiple maintenance requests and were not responded to and in January our problem has gotten significantly worse. We believe that the property should be working with us due to the fact that we have continued to make our monthly payments on time and in full despite the fact that we cannot utilize our whole apartment. I have attached a screenshot of the email I sent to the ******************* this morning stating the same. 

  Business Response

  Date: 01/22/2024

  Resident has been informed on the status of repairs and offered a transfer option. 

  Business Response

  Date: 01/22/2024

  Hi ********, 

  I have attached our email correspondence for you to review. 

  As mentioned, we have offered a transfer option and we are the process of having our contractor conduct repairs. 

  Best,

  The ******************* Team 

  Customer Answer

  Date: 01/24/2024

  Please see timeline attached, we are declining as the ******************* is claiming they refunded us a month's worth of rent in response to our roof leaking and this is FALSE.

  Customer Answer

  Date: 01/24/2024

  I am rejecting this response because:   

  Please see update previously attached,

  Screenshot & roof leaking pt 2 word document

  Business Response

  Date: 03/13/2024

  Hi ********, 

  Thank you for your patience while we addressed the roof concern. 

  Happy to confirm that our maintenance team completed the final repairs in your unit on Monday 3/11. Please find the pictures attached and reach out to us if you have any additional questions. 

  Best Regards,

  *****************;

  Customer Answer

  Date: 03/13/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:01/11/2024

  Type:Billing 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 moved out of one of their community and have been going back and forth regarding inaccurate charges. I have not received any resolution or any communication back. Per the *************************** Lease Contract - I have not received my move out statement within the 30 day window and now I am *********** the return of all ***********.

  Customer Answer

  Date: 01/17/2024

  Hello, 

  I have attempted to contact the office once again but I have not received any kind of communication back. I am someone who is very fair but, when there are charges that are incorrect... I do expect to have them corrected and to receive any form of communication. I still have not received any communication back and, I would hate for mine and my husbands credit to be negatively impacted because they cannot correct their mistakes. 

  Business Response

  Date: 02/01/2024

  Good afternoon,

  I apologize for the delay. The unit was inspected on November 30, 2023. I have attached the move out pictures that were taken for unit 634 by management. We charge cleaning charges to residents at move out if the unit was not 100 percent cleaned. Due to the unit having furniture in the apartment at the time of inspection and the kitchen and bathroom not thoroughly cleaned a cleaning fee of $140 was charged. Due to the walls having 13 holes that were not listed on the inventory form, a charge of $260 was charged to the account as well. We did however remove the carpet replacement charge on the account as the Inventory and Condition form stated several dark stains throughout the apartment. I also noticed that there was an additional charge of $413.44 for full paint that I will remove since the charge for the holes was already charged. I will ensure that the account is adjusted accordingly and a new move out statement emailed to *****************************. The total amount due on this account after the additional paint charge is removed will be $576.31. After payment for the remaining balance is paid the account will be satisfied. 

  Customer Answer

  Date: 02/01/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:01/11/2024

  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.

  My residential lease was fully executed by Lively at Grand Dunes in ************. I paid all required fees and all terms were negotiated and executed On December 21, 2023. Two weeks later, I was informed that my lease had been voided unbeknownst to me. The person in charge falsely claimed that I wanted to change the terms, which i never did. At no point did I want to change anything. I insisted that he honors the fully executed lease but he refused and refused to refund my fees and deposits that I prepaid.

  Business Response

  Date: 02/01/2024

  This issue has been fully resolved and ********** has signed another lease for the terms she wanted and will soon be moving into our apartment community.  We look forward to have her as one our valued residents.