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

  
• 

  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:01/10/2024

  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 moved out of the property ***************** apartment in ******* in mid-December. I received a refund check which should be my $300 deposit minus any remaining charges. However, I only receive a refund check of $110.30 without any explanation of charges. Where is the $190 deducted for? It is not legit to just deduct whatever amount you want to a customer without letting them know the breakdown of the bill. This management office had the history of deducing my bill incorrectly during the whole time I rent there so I can't trust their integrity. In fact, I need to come to the leasing office every month to ask for a correction of my bill. The property manager of this apartment encourage me to file complaint on BBB or take the case to the court for their continuing mis-calculation of my monthly rent bill. So here I am.

  Business Response

  Date: 01/16/2024

  *************,

  Upon reviewing your account, we thoroughly investigated the matter to understand the issues you raised. Our commitment to customer satisfaction is of utmost importance to **, and we take your concerns seriously. You were issued a final refund in the amount of $110.30. Your final utility bill came out to be $383.95, however that seemed pretty high to us here in the office, and we ended up correcting the water and sewer usage to reflect the averages over the last year that you lived here at Skyhous Buckhead. So you actual final utility bill of $189.70 which came out of your deposit of $300. I have attached the final utility bill for your reference. If there are any additional questions or concers you have, please do not hesitate to contact me by phone at  ************ or by email at *********************************************************************** We are committed to ensuring your complete satisfaction and are here to assist you in any way possible.

  Once again, we apologize for any inconvenience you have experienced, and we appreciate your understanding.
  Thank you for bringing this matter to our attention.
  Sincerely,

      *****************************
      Business Manager
      *****************
      *************************************************************
      (o) ************ | Skyhousebuckhead.com
  

   

  Customer Answer

  Date: 01/28/2024

  The business claimed that they have charged me with the average amount of utility bill for the period I live in *****************. However, even with that, my true utility bill rarely exceed $100 per month. It's still unclear how they come up with the $190. Also, in the past few months I lived there, the apartment had to correct my water/sewer bill every month to take into account that they had a water leak in the building and charged that extra water/sewer costs on my account. I have chat transcript from the utility service company ********** to show that this extra cost is imposed on me by their leasing office., which is not legitimate. Apparently they fail to take that into account when calculating the average cost. 

   

  Business Response

  Date: 02/06/2024

  Hello,

  The final utility bill is not for 1 month, but it is ofor ***** days of utilities in the arrears. You moved out in December and the utility bill that was due with December rent is actually for the service period dates of 10/1/2023-11/01/2023. So you were charged for the period dates of 11/02/2022-12/17/2023 which is 47 days in which I had attached the bills that you were actually charged as well as the credits I had applied to the ledger for the water leak. I would be more than happy to go over this with you in person if it makes it a little easier. I have tried reaching out to your phone number and left a message for you but have not heard back. 

   

   

• Initial Complaint

  Date:12/20/2023

  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 applied to ******** apartments in *********, ** on 11/29/23 and paid $695 up front for applications, admin fees, and a holding deposit. All was articulated by the property manager to be refundable. My application was initially denied but they wouldn't tell me why so I had to request my notice of adverse action and full credit report to review. I noticed that the information eventually provided was inaccurate and outdated. I informed their office and provided the necessary documentation to back up my claims, then filed a dispute with RealPage/Leasing Desk (the third party that provides the software for background checks for this property). However, per the paperwork provided, all funds were supposed to be refunded immediately after the application was denied. When I approached the business about the refund, they started avoiding me, and tried saying that the application fees were no longer refundable but the remaining $525 was even though I was originally told all would be refunded. Suddenly their property manager was never available, never responding to emails, never returning my calls. Despite the additional documentation, the dispute was eventually closed with my application still being denied. At this point, I started reaching out to the property management corporate offices for a solution. I managed to get in touch with someone from different offices that kept transferring me around, running me in circles. I was finally put in touch with ***************************, the regional manager for their *************** who oversees the ******************************* property. I have emailed her multiple times, expressing my concerns and explaining the situation, yet she is resisting assistance as well. She was extremely rude and unprofessional. I was promised a solution no later than Tuesday 12/19/20 by end of day and I never received a call to resolve. I expressed my intentions to report the business and seek legal action to obtain my refund if needed, yet there is still a lack of urgency

  Business Response

  Date: 06/25/2024

  To Whom it May ****************** applicant, *****************************, applied with co-applicant, *************************, on November 29, 2023. They uploaded their ID and income documents on November 30, 2023. The third-party screening company immediately rendered a decline decision and launch an adverse action letter via email to the applicants because they did not meet the screening criteria.

  The applicant disputed the denial with RealPage and the community waited until the review was complete before officially removing them from the unit and processing their refund.  They were officially declined the second time on December 13,2023.

  The applicant paid $695.00 to apply. The applicant signed the screening criteria and the application the refund policy terms when remitting their application. This policy expressed that the $85.00/person application fee is non-refundable. The remaining payment of $525.00 less the certified postage fees of $6.02 for a total of $518.98 processed for refund.

  Refunds are processed manually by accounting and are mailed via the US postal service to the applicant at the address provided on the application if no alternate address is given. The manual refund process can take up to 30 days. The final account statement was finalized on December 20, 2023. The check was issued on December 22, 2023 and mailed to the applicant. The check is reflecting cleared.

  It is always unfortunate when an applicant does not meet the propertys rental screening criteria; however, in order to comply with Federal Fair Housing Laws, the third-party screening company must apply the criteria to all applicants in the same fashion to create an unbiased screening process. Refunds are processed in the same manner for all applicants for the same reason. Please see the attached evidence regarding the timeline described above. Please let us know if you have any additional questions or concerns. Thank you. 

• Initial Complaint

  Date:12/15/2023

  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.

  While I have appreciated the aesthetics of the property, my tenure has been marred by persistent maintenance issues and a disconcerting turnover in property management ownership. These challenges, though frustrating, are not the primary reason for my review.My recent interactions with the leasing agents in the office have been quite unsettling. I have found the actions of the staff to be inconsistent with the standards of professionalism and integrity that should be upheld in this industry.The most recent incident involving a missing package has left me very upset. Previous occurrences of package mix-**** albeit inconvenient, were resolved through the honesty and cooperation of fellow tenants. However, it has come to my attention that some members of their office staff may not share these values and these complaints are not new, yet the same office members are still employed at this property.A neighbor informed me that she handed my package to a staff member in the office. Regrettably, this staff member claimed to have given it to the mail man, without even verifying the carrier or seeking clarification. It is important to note that all couriers, including ***** are not authorized to handle packages that do not belong to them. This initial miscommunication and the subsequent lack of follow-up only exacerbated the situation.Now, upon mentioning my intention to contact corporate, there appears to be a sudden interest in rectifying the situation by requesting courier information and tracking numbers. This inconsistent behavior raises serious questions about the professionalism and ethics of the office staff here.I wish to emphasize that I have chosen to reside at this property with the expectation of receiving a high standard of service commensurate with the premium rent I am paying. My personal property, as well as my trust in the property management, should be inviolable.

  Business Response

  Date: 12/15/2023

  In order to better assist you, please confirm the name of the property you are referencing. 

  Customer Answer

  Date: 12/16/2023

  The property I am referencing that is under Willow Bridge Properties is ************ Village. The employees I am referencing are the same employees that everyone else has referenced in the reviews on ****** and Apartments.com. Both ********* and *************** 

  Customer Answer

  Date: 12/18/2023

  I am rejecting this response because:   

  The property I am referencing that is under Willow Bridge Properties is ************ Village. The employees I am referencing are the same employees that everyone else has referenced in the reviews on ****** and Apartments.com. Both ********* and *************** 

  Business Response

  Date: 12/23/2023

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

  A plan of resolution has been provided to you from ***************************** as of 12/22/23. 

   

  Sincerely,

   

  Willow Bridge Management Team

• Initial Complaint

  Date:12/08/2023

  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'm a current resident at one of their apartment complex called Rock Springs Village. I've experienced high pitch noise from one of my wall. It impacts my livability in the unit. While I filed several maintenance requests (first one dating back at 11/11 and today is 12/8) regarding the issue and some filed through the leasing office, my requests have been preemptively closed and neglected by the management without any repair and simple response that they "don't hear noise", despite me sharing the video of the noise. Not only filing through the official system, I also called and visited the leasing office multiple times regarding this for prompt action. The distressing sound hurts my ear, gives me a headache and makes me anxious about my hearing health and safety, which I have communicated with officers. My living room is practically unusable due to the noise.

  Business Response

  Date: 12/19/2023

  ************ reached out multiple times due to a noise generated from an **** unit outside her window. All of her request were addressed in a timely fashion; the source of the noise was determined to be the electricity running to the **** unit. This is part of normal noise for an apartment community. To accommodate ************, we offered to transfer to another unit not located on the first floor. We waive the 6 month residency requirement and the transfer fee of $500. We waived all application and administration fees for the new apartment as well. Finally, we offer $250 to ************ to assist with her moving expenses. She was happy with this and transferred to her new apartment yesterday (12/18). 

• Initial Complaint

  Date:12/08/2023

  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.

  As a resident of ***, a 62+ apartment living and senior citizen that lives off my social security.I want to complain about 2 major issues that there has not been a resolution.1st I've had a leak that has not been taken care of for months, I've been getting sick with respiratory issues.They cannot keep management in this apartment complex. We are all elderly left out of loop with help. Can't even get hold of corporate by phone and there is a disabled phone message online web page.Second we were told after November 2023 the apartments will no longer be doing direct deposit so will have to pay by money order.They took money out my bank by direct deposit even though I paid by money order this Decembers rent .I live on a fixed income and caused me to acquire over draft fees and stress because I am left without money for the month. No resolution to give me my money back.Spoke to ************* at apartment office, she is the new manager today for apartments complex which told me it showed on her computer as a credit but she contacted Lincoln management company which is owned by Willow Bridge, which I didn't know until today. Willow Bridge says they do not see any credit on their side so I do not know what if this is going to be a problem for me for next month's rent, I cannot afford another month of no money.It's put a strain on my health and spirits for Christmas.My son and daughter have tried to help Me get some answers by email and this BBB complaint. I am sure I am not only elderly resident it happen to here.I want this money and repair issue resolved and a assurance that this will not happen again, because it's a form of elderly abuse and discrimination because no one is taking my situation serious. I do not want to start the New Year on hard times.

  Business Response

  Date: 12/20/2023

  Hello, First, **************** has been taken care of and the money was back in account by 12/12/23. The property was transitioning to a new management company, and the resident portal for payments was shut down on 11/29/23. Therefore, all residents were asked to make payments in the office, if paying after that date. **************** did come in and pay in person, however somehow his bank was still able to put a payment through to the portal after 11/29, which shouldn't have been possible. He brought in documentation on his end, and we reached out to our accounting department immediately to verify the two payments. Accounting checked the bank daily, however we had to wait until our bank showed both payments had cleared, so that we could issue him a refund. As soon as verification was obtained we issued a refund of the duplicate payment. We did verify that **************** received the refund. Again, this should not have been able to be pushed through by the bank, but it has been taken care of. We do apologize for the inconvenience.

• Initial Complaint

  Date:12/07/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a formal complaint against *************** Apartments regarding a misleading representation of rental rates and an unjust denial of a refund for application and administrative fees. I believe my experience with them has been both unprofessional and deceptive.I contacted *************** Apartments to inquire about the rental rates for a specific unit and was provided with information on a certain rate along with a promotion. Subsequently, I confirmed with the leasing staff that this rate and promotion would apply to the apartment for which I intended to submit an application.Upon submitting my application and paying the required application and administrative fees, I was informed that the initially quoted rate was incorrect and that the actual rate would be higher. This unexpected and unjust increase in the rental rate was not communicated to me during the initial inquiry or application process, leading me to believe that the leasing staff misrepresented the terms to secure the application and administrative fees.Feeling deceived and misled, I promptly decided to withdraw my application and requested a refund of the fees paid. However, I was informed that they could not refund any money after 48 hours, despite their delay in responding to my withdrawal request. I kindly request the following actions:-Investigate the misleading representation of rental rates by *************** Apartments.-Review the circumstances surrounding the denial of my refund request after my timely withdrawal from the application process.-Facilitate communication between myself and *************** Apartments to achieve a fair and equitable resolution.Thank you for your attention to this matter. I appreciate your assistance in resolving this dispute and ensuring fair business practices.

  Business Response

  Date: 12/08/2023

  ******************* toured at Margaux on 10/21 and was sent quotes for 4 homes that she toured. *****, *****, *****, 1-112.

  On 10/21, ******************* applied for a home that she did not tour and that did not receive concession which was home 1-328. 

  On 10/30, ******************* was reminded that the home she applied for did not receive the special but we could make adjustments to the pricing and lease term in order to get her the two months free which is given to the resident as a half month off the first four full months. She agreed on 10/30 to proceed.  

  On 11/5 at 11:33 pm, ******************* decided to cancel her application. Application fees are non-refundable and there is a 48 hour cancelation policy to have your admin fee refunded.

  ******************* chose to proceed after she was informed on 10/30, her application was processed and her lease was generated and sent to her for signature along with her welcome letter.

  Customer Answer

  Date: 12/08/2023

  I am rejecting this response because I was not informed that the unit I applied for didnt receive concessions until after I had submitted my application. Had I been given that information in a timely manner, I would have responded accordingly by withdrawing my application in the 48 hour time frame. Your team did not correspond in a timely manner. 

  Business Response

  Date: 12/08/2023

  After careful consideration of your request and in the spirit of good faith, we have decided to process a refund of $325. Please allow 2-3 weeks for the transaction to be completed.
  To ensure the smooth processing of your refund, could you kindly provide us with a current mailing address where we can send the refund check? Your prompt response will help us expedite the refund process efficiently.
  While our standard policy remains in place, we understand that unique circumstances may arise, and we appreciate your understanding. If you have any further questions or concerns, feel free to reach out.

  Customer Answer

  Date: 12/08/2023

  I have reviewed the business response and accept this resolution. Thank you, my mailing address is as follows:

   

  1116 *************

  ********, ** 37066

• Initial Complaint

  Date:12/05/2023

  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 am filing a complaint against Lincoln Property Company, now Willow Bridge, regarding issues with our lease at "***************************."- Our initial lease at Harborview is from January 26th, 2023, to December 25th, 2023.- The renewal clause states that unless the landlord serves a non-renewal notice 30 days prior to the initial term's end, or the tenant serves a notice to vacate 60 days prior, the lease auto-renews monthly.- On August 14, 2023, we inquired about alternative units for our lease end. *********************** (no longer at the property) said no units were available near our end date.- On October 1, we communicated that we did not intend to renew the current unit and requested to tour other units to understand inventory for December listings. ****** responded that renewals for December had been sent out, but we did not receive a renewal offer for the current lease term/current unit.- We visited the leasing office, considered other units, and decided not to stay.- On December 1, a full month's rent was charged despite our lease ending December 25, 2023.- On December 4, we emailed to adjust rent and confirm vacating; no reply.- On December 5, we got a late rent reminder. ************************* claimed the system showed our lease end in February 2023, later correcting that to 12/25/23 (original lease term) but that the system didn't have notice recorded, subjecting us to automatic renewal. ***** couldn't prove a renewal notice was sent. - Willow Bridge is now claiming we're liable for an additional term, alleging we failed to provide a 60-day notice. - Despite communicating our intent to vacate and no renewal offer, we're being held liable for an extra term.We request Willow Bridge to:- Adjust rent to reflect our term ending on December 25, 2023.- Provide evidence of the alleged sent renewal notice.- Waive fees tied to this misunderstanding.

  Business Response

  Date: 12/14/2023

  Hi ******,
  
  Thank you for the feedback you provided. We value your input. 
  
  We have reviewed your concerns and reached out to you directly with a modified resolution. 
  
  Thank you 

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

  Business Manager

  *************************** 

  Customer Answer

  Date: 12/14/2023

  This response is rejected because: no resolution shared. 

  Business Response

  Date: 12/18/2023

  Hi ******,

  We agreed to your lease end date of December 25th, as well as not holding either you or ***** responsible for the unit after that date. 

  Thank you, 

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

   

• Initial Complaint

  Date:12/04/2023

  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.

  *********************** is swindling people out of money. First Ive had an issue with gnats over the past year that I have photos of. *** put in numerous work orders over the past year. My unit is infested with gnats and they refuse to be held accountable. I was told that it was the water pan that needed to be dumped. When they finally replaced the fridge there was not a water pan under it which was why my fridge was leaking and gnats getting in it of which over the past year and a half Ive wasted $4k between throwing away my food and eating out. They not one time had a professional come and look at my fridge or dishwasher to see why I have these gnats all over the place. An exterminator told me that you can not get rid of gnats you have to find out where the source is and that means you may have to call a plumber because the gnats have settled in the pipes and is breeding in the pipes and eggs in the carpet. The next thing is I have a program that pays a portion of my rent. The last day to pay is on the third. Being that 12/3/23 fell on a Sunday, the property was not open for them to even take a check. Saturday and Sunday are not business business days. The next business day which is today 12/4/23 they nonprofit brought them a check which the date of the check is cut, but they did not get the checks due till Saturday after 6 when the office is closed and then the office isnt open on Sundays. They gave me a late fee that I can not afford. Its no ones fault that their office is closed. This office is money hungry. They kept my neighbors $1600 deposit and his unit was spotless. Now if I called the board of health about this gnat issue Id be wrong. They think you are incompetent and stupid. The new tenants they are letting move in is ghetto as h*** They leave trash outside, make noise all times of night. They said they was hiring security never seen one. They charge $25 dollars if your trash that valet comes to pick up half the time is left outside.

  Business Response

  Date: 12/13/2023

  The fee structure at *********************** is laid out in the lease agreement that was signed by the lease holder. 

  Per the rental agreement between **************** and ***********************: you must pay your rent on or before the 1st day of each month (due date) with no grace ************* We ***, at our option, require at any time that you pay all rent and other sums in cash, certified or cashiers check, money order, or one monthly check rather than multiple checks. If you dont pay all rent on or before the 3rd day of the month, youll pay a late charge. Your late charge will be a flat rate of $158.90 or 10% of your total monthly rent payment. 
  

  When rent and utilities are paid by the end of the day on the 3rd, no fees are assessed. Although rent in December was not paid by the end of the day on the 3rd of the month, we agreed as one last courtesy to waive the fee as long as rent was submitted in full by December 5th. The rent was paid and the fees were waived. On December 8th, the payment was returned as an NSF. The late fees and a returned payment fee were then charged.

  The terms of the lease agreement can not be changed. Going forward, Should the complete rent amount not be received by midnight on the third day of the month, any partial payments made will be returned to the payee, and a late fee will be imposed. We can not continue to make exceptions to the lease or change it.

  We are not at liberty to discuss any accounts with **************** and can not comment on any other apartment than hers. All security deposits are returned to residents after move out minus any physical damages or balances that *** be due. 

  ******************** refrigerator and dishwasher have been replaced and gnat traps have been provided to her. Gnats are attracted to sweet scents from fruit, moisture, garbage, houseplants, and other warm, moist areas like your bathroom or kitchen. Gnats also live and reproduce in sink drains and garbage disposals due to the food residue, water, and shelter that drains provide. 

  We have offered a $500 rent credit to **************** for any food that *** have been replaced due to the leak in the refrigerator. 

   

   

• Initial Complaint

  Date:11/30/2023

  Type:Product 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 applied for an apartment at ************ *************************************************************************************. I canceled the move in with the required 48 hour notice. The notice states they will retain your $75 application fee and refund the $200 deposit. I have email records of my cancellation and all details. I was within this time period and was told I would receive a refund. I have been trying to get my refund since September 16, 2023. Again, I kept all the emails records pertaining to this. I kept being told the check was in the mail. My last email was sent on November 18, 2023 asking for a contact to the corporate office, I also stated I would be contacting the BBB. They told me the check was mailed on November 13 and if I hadnt received it by November 29th to let them know. I have not received it and I am tired of the constant emails and I have also called twice. When I called they said they couldnt tell me the date it was mailed, but said it was in the mail, again. I need assistance in receiving this refund. Thank you.

  Customer Answer

  Date: 12/05/2023

  I reached out again via email on December 4, 2023 and courtesy copied executives within the company and received a phone call stating they would issue a check and have me pick it ** in person and that they would let me know when its ready. I will update BBB once I actually receive the payment. Thank you 

  Business Response

  Date: 12/05/2023

  To whom it may concern,

  Attachment email provided will show the timeline of events occurred in regard to the applicants refund. The refund check totaling $200.00 for the administrative fee due to cancellation of application within 48 hours was sent via **** and returned in the mail by **** to The **** Apartments (sender) with a note undeliverable address. I then emailed asking for an updated address and provided the option of picking the check up to avoid a delay in mail. The check was sent again to the updated address on 11/13/2023 and my accounting team stated the check is still active and has not been cashed. Proof of check from my system is in the email. I've updated the applicant via email several times and as of our emails yesterday 12/4/2023 we will void, reissue and she is going to pick this check up vs. trusting **** to deliver. I've filed a complaint with **** as this is not the first instance my checks and other outgoing and incoming mail have been lost. I apologize that the refund was not delivered timely, twice to this applicant.

  Sincerely,

  ******************
  Senior Business Manager
  *************************************************************
  ************

  Customer Answer

  Date: 12/08/2023

  I have reviewed the business response and accept this resolution. 

  I reached out again via email on December 4, 2023 and courtesy copied executives within the company and received a phone call stating they would issue a check and have me pick it ** in person and that they would let me know when its ready. I will update BBB once I actually receive the payment. Thank you 

• Initial Complaint

  Date:11/30/2023

  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 lived at ********************* for 3 years and I have paid my rent on time online and with auto pay. In Jan of 2023 when my lease renewed the property management was going through some transition and their online portal was not updating with the correct amount for payment and was showing the old lease amount. Not noticing, I kept pay the amount that it was showing and in *** was the first time I received a notice saying I was past due and when inquired, I was told I was paying the old lease amount. Even though that was not my fault, I agreed I still owed the difference but the amount they were claiming as late was about $250 more than what it should be. I kept calling, sending requests on the portal and emailing to get clarification but they wouldnt help me. I tried to go in to the office one Saturday and asked to be provided a statement showing charges and I was told they cant do that by the property manager at the time yelled at me and threatened to evict me if I just dont pay the amount and proceeded to send me 2-3 evictions notices within a span of a month. I email and asked for explanation and was told my water and sewer bill on one month for my 1 bedroom apartment was around $250 even though in the 3 years I have lived there, water and sewer has has only been between $20-30. I asked for more explanation since I lived alone and nothing changed but they wouldnt provide me any and I didnt want to wait to get evicted and couldnt afford a lawyer so I went ahead and paid it. I was treated horribly by the manager and was overcharged and threatened to do so. I am requesting to be compensated for the amount I was overcharged. They wasted a lot of my time in addition to causing me a lot anxiety about being evicted and never explained why my water bill was that high for a small one bedroom and 1 resident just on one specific month only. I have the email chain of getting no where with them and the eviction notices. I am moving out in January due to this.

  Business Response

  Date: 12/04/2023

  To Whom It May ******************************** a property file audit at the end of May, first of ****, it was discovered that Mrs. ****** had signed a lease renewal December 28, 2022.  At the time of the signing she was aware that her rent would be increasing.  Although aware, the monthly rent amount paid from January to **** was paid at her old rate.  During the audit, the rate was corrected per the lease contract, see attached, this was explained to ***************** on multiple occasions.

  When the utility issue came up in **** we checked the meter and did not find anything out of sorts or wrong with the meter.  In fact, the month prior and the month after were normal and since then the water billing has been normal.  As a good will gesture we did provide a $50 concession and that was applied to her account in September.

  Rent was adjusted per the signed contract and a concession was provided although there were no issues found with the meter.

  We resolved this matter in September and there is no other concession to be provided.