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.

close

Find a Location

Willow Bridge Property Company National 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 National LLC

  2000 McKinney Ave Ste 1100 Dallas, TX 75201-2033

  
• 

  Lincoln Property Company

  221 Crescent St Ste 102A Waltham, MA 02453

• 

  Flats on First Apartments

  21 Charles St Cambridge, MA 02141

• 

  Wellington Place

  34 Brainard Ave Medford, MA 02155

• 

  The Aven at Newton Highlands

  99 Needham St Newton, MA 02461

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:11/22/2023

  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.

  Willow bridge failed to acknowledge they have faulty construction that has led to a severe mold issue in multiple units resulting in health issues, as well as personal property damage. I have multiple attempts to settle this situation with ************************ a Willowbridge property but they are ignoring me. I need the mold inspection report to finish filing my insurance claim. At this point I feel Willowbridge should cover the cost of replacement of ************* I have at to throw out because of the mold (I have photos and receipts ) as well as the copays I have had to pay due to the many health issues the organic growth mold has caused. They stated they would waive my lease breaking fee but it is still showing on my portal. Ive lost $3,000 worth of furniture and belongings as well as paying $2700 to move when I was planning on re leasing the unit before the mold started.

  Customer Answer

  Date: 11/27/2023

  We signed a document from management stating we would only have to pay $404.19 plus utilities which is usually like $200 or so but they are still trying to charge me $1300 even tho they promised to waive that. I have been calling every day theyve been open because I would love to pay them the money I actually owe them and they are not answering nor calling me back. At this point I need them to pay me for my time and suffering. 

  Customer Answer

  Date: 11/27/2023

  We signed a document from management stating we would only have to pay $404.19 plus utilities which is usually like $200 or so but they are still trying to charge me $1300 even tho they promised to waive that. I have been calling every day theyve been open because I would love to pay them the money I actually owe them and they are not answering nor calling me back. At this point I need them to pay me for my time and suffering. 

  Business Response

  Date: 12/12/2023

  All complaints were thoroughly addressed by our Office team, Maintenance team, and a third-party inspector. The residents request to end the lease early was granted as the resident was still not satisfied. There was no lease break fee billed to the residents account.  Our team reached out to the resident via email to clear up any confusion on the balance due, with no email response received from the resident. A notice was received that the resident read our email. There are no records of unreturned phone calls through our tracking system. The desired settlement of a refund is not applicable as there was never a fee billed for the resident breaking the lease. The resident disposed of the property items she claims were mold damaged, before we were allowed to do our own inspection. 
  

  Customer Answer

  Date: 12/15/2023

  I am rejecting this response because:   ********** has still not resolved my issue. There is still a $100 late fee that I was given in writing it would be removed. They also closed access to my portal so I have been unable to make the remaining payment. At this point I am asking for a member of willow bridge property management to reach out to me and collect the remaining payment minus the late fee of $100. That would be an amount of $500.32. ********** staff is not comprehending me when I say that the portal is blocking me from making payment please resolve this issue

  Customer Answer

  Date: 12/15/2023

  And I did not dispose of anything before you did an inspection there was an inspection done when I lived there by an outside company as well as the maintenance supervisor. I requested management to inspect the items as well. My insurance did an inspection as well as the county and both found mold damage. 

  Business Response

  Date: 12/15/2023

  The late fee on the account is for November. The late fee the resident is referencing is for October and that one was waived. Rent is due on the 1st. Payment was received on the 5th and our team waived the October late fee as a one-time courtesy. November's pro-rated amount due was $2,430.57 due on 11/1. A payment of $1,200 was made on 11/3. A late fee was applied for the remaining balance that was then past due.  Access to the portal was never closed. Our team is able to log in and see that it is open. Our team has been in contact with the resident via email to offer directions. The resident was still having difficulties so our team reached out via phone in an effort to help and left a voicemail. They also communicated through email that the resident could make the payment in the office. 

• Initial Complaint

  Date:11/21/2023

  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.

  The bottom line is that ******************************* called the police on me for asking a question that she did not like. I had never met her before, but in less than 30 seconds of her seeing my face, she called the police. The apartment complex is a very hostile environment to reside in. I cant continue to live there knowing that I cant have issues addressed without the police being called on me. Even if I had been wrong for asking my questions, this clearly was not the way to handle a rent paying tenant or anyone who ask to speak to the management. I have never seen this type of behavior from an apartment complexs staff. I never got the meet the supervisor but I know that this is not the place for **** had three complaints that I wished to speak to management about: Ants and roaches, Change to parking allowance for boats and trailers, Garbage pick up changes. None of these were addressed by management because I was told I couldn't speak to management.

  Business Response

  Date: 12/01/2023

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

  We hope this message finds you well. Our goal is to ensure a positive living experience for all residents, and we regret any perception that falls short of this standard.

  Upon reviewing the incident you described, we understand your frustration, and we apologize for any misunderstanding. We value open communication and acknowledge your concerns regarding pests, changes to parking allowances for boats and trailers, and alterations to garbage pick-up schedules. We appreciate your feedback, as it helps us improve our services and address issues promptly.

  It is essential to note that, based on the information provided, there seems to have been a miscommunication. We were eager to address your concerns, but unfortunately, it appears that you did not wish to express your specific issues to the team. We genuinely regret any inconvenience this may have caused.

  To ensure a more effective resolution process, we would appreciate the opportunity to discuss your concerns in detail. Please email us at ************************************************************* so that we can address your complaints and work towards a resolution that meets your expectations.

  Your satisfaction is our priority, and we look forward to the opportunity to rectify this situation.
  
  Thank you for your understanding.
  Sincerely, The ******************* Team

  Customer Answer

  Date: 12/03/2023

  I am rejecting this response because:   

  Im not well and the environment that I live in is not conducive to me ever feeling well. The bottom line is, I want out of the leases and I would like my deposit returned. I have not felt comfortable living in the apartment. This feeling has further enhanced since our interaction. I have not been to the gym  or any amenity since the incident. Before the incident, I was going regularly to the gym, but now I feel that the police might be called on me for offending a staff members insecurities.
  
  Open communication does not seem to be welcomed. In fact,after reading your response, it appears that I was the problem. I did not meet anyone eager to address my concerns as I was abruptly thrown out of the office.Im not sure how  you draw the conclusion that, it appears that you did not wish to express your specific issues to the team. It is evident that I came in to the office to address my concerns and wasnt welcomed. Again, the only resolution I will be comfortable with is to receive my deposit back and to move out as soon as possible.

  Business Response

  Date: 12/04/2023

  Dear **************,
  We hope this message finds you well. Our goal is to ensure a positive living experience for all residents, and we regret any perception that falls short of this standard.
  Upon reviewing the incident you described, we understand your frustration, and we apologize for any misunderstanding. We value open communication and acknowledge your concerns regarding pests, changes to parking allowances for boats and trailers, and alterations to garbage pick-up schedules. We appreciate your feedback, as it helps us improve our services and address issues promptly.
  It is essential to note that, based on the information provided, there seems to have been a miscommunication. We were eager to address your concerns, but unfortunately, it appears that you did not wish to express your specific issues to the team. We genuinely regret any inconvenience this may have caused.
  To ensure a more effective resolution process, we would appreciate the opportunity to discuss your concerns in detail. Please email us at ************************************************************* so that we can address your complaints and work towards a resolution that meets your expectations.
  Your satisfaction is our priority, and we look forward to the opportunity to rectify this situation.
  
  Thank you for your understanding.
  
  Sincerely, The ******************* Team
  
  

  Customer Answer

  Date: 12/06/2023

  I am rejecting this response because:   
  Im not well and the environment that I live in is not conducive to me ever feeling well. The bottom line is, I want out of the leases and I would like my deposit returned. I have not felt comfortable living in the apartment. This feeling has further enhanced since our interaction. I have not been to the gym  or any amenity since the incident. Before the incident, I was going regularly to the gym, but now I feel that the police might be called on me for offending a staff members insecurities.
  
  Open communication does not seem to be welcomed. In fact, after reading your response, it appears that I was the problem. I did not meet anyone eager to address my concerns as I was abruptly thrown out of the office. Im not sure how  you draw the conclusion that, it appears that you did not wish to express your specific issues to the team. It is evident that I came in to the office to address my concerns and wasnt welcomed. Again, the only resolution I will be comfortable with is to receive my deposit back and to move out as soon as possible.

  Customer Answer

  Date: 12/20/2023

  This complaint is about Sun Lake Apartments. They have failed to resolve my complaint about the incident on or about November 21, 2023. They have ignored me after several attempts to remedy the situation. I requested to have my rental deposit returned after breach of contract and harassment, which occurred when I went into the office to address concerns about garbage pick-up, bugs, and a change to the parking at the apartments. My toilet also had issues. They continue to display little compassion and lack of concern for their tenants. It seems that the media may be the only way to get assistance in this matter. I still cant believe that all of this harassment began with a simple request to speak to a supervisor to address a few simple concerns. It was the strangest method of handling a paying customer that I have ever seen. Have continued to experience anxiety since the incident.

  Business Response

  Date: 01/17/2024

  Hello **************, 

  We hope this message finds you well. Thank you for bringing your concerns to our attention, and I want to assure you that we take each matter seriously. Outlined here are our responses to the points you raised.

  We appreciate your concern about pest control. Our team schedules pest control services weekly to address any issues. To address your specific concerns, we can add your home to the treatment list. Please let us know if you would like to proceed, and we'll make the necessary arrangements.

  We understand that discontinuing boat and trailer parking may inconvenience some residents. The decision was made to repurpose that space for other community needs in the future. If you have specific concerns or suggestions, we are open to discussing them to find a resolution that works for everyone.

  Also as of now, there have been no changes to the schedule for garbage pickup. The existing routine remains in place. If you have observed any inconsistencies or specific changes, please provide more details, and we will look into it promptly as well as contact our third party garbage collection company to track your home for efficiency.

  Next, we want to assure you that nobody from our office has attempted to contact you, nor have we engaged in any form of harassment. Our commitment is to maintain open communication and a respectful environment. If you have concerns or specific incidents you'd like to share, please let us know and we will address them promptly.

  Lastly, we regret any inconveniences you may have experienced with your recent service request. Unfortunately we havent received any requests from you recently. To ensure efficient service, please submit service requests in person or utilize our online service.

  We appreciate your understanding and cooperation. Feel free to respond to us at ********************************************************** if there's anything else we can assist you with.
  
  Best regards,

  The Sun Lake Team

• Initial Complaint

  Date:11/11/2023

  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.

  Since I moved into a unit at Hawthorne Commons, owned by Willow Bridge (formerly Lincoln Properties), I've dealt with:- A year-long construction project on the outer sides of the apartment (it started on Columbus Day, 2022, and was slated to last 3 months, but still has not been completed, with nothing but Tyvek sheeting still hanging on one side of the apartment going into another MA winter)- Flooding from both my dish washer and AC unit, multiple times each without replacing either of the units, both causing flooding of carpets in their respective areas - Flooding the carpet of my 2nd bedroom from both below ground due to a direct neighbor's pipe bursting, and from above due to an above neighbor's pipe bursting in the same week - A week of no heat when avg. temps were in the 40s because they shut my heating off in the summer without me knowing and forgot to turn it back on in the winter - ********************* of common areas where my pet got incredibly sick from being in the dog park to the point of needing multiple hydration packs over the course of 2 weeks for Giardia - Yelled at by property employees for not moving a 350lbs+ queen sleeper sofa out of my 2nd bedroom by myself when the room flooded due to the pipe burst in my direct neighbor's apartment (company policy for maintenance folks not to move anything, I don't blame the maintenance folks for that, I blame corporate for not making a plan to move what they needed to move to fix the flooding instead of asking me to do it all by myself when it wasn't my issue to fix)- Lack of access to my patio (that I paid rent for) during around 4 of the 12 months of still-ongoing construction without any sort of remuneration from the property management, as well as my patio furniture being stolen from the hallway in which I was told to store said furniture with nothing but an "oh, that sucks" from property management.

  Business Response

  Date: 12/06/2023

  We will be meeting with him this week and are working together to reach a mutual agreement to resolve his concerns.

  Customer Answer

  Date: 12/14/2023

  I am rejecting this response because:   

  Hi there,

   

  I filed a complaint with the BBB against Willow Bridge Property Company National LLC, and was notified that a response from the company was received earlier this evening. 

   

  I followed the link in the email and entered the code provided to review the response, following which I selected to Reject the company's response and provide the information as to why I was rejecting their response. However, when attempting to submit my rejection and the reasoning as to why, I was unable to do so, and kept receiving an error message when clicking "Proceed" on the BBB site. I am aware that I have 10 calendar days to respond, so hopefully it's just a temporary bug on your site, but I wanted to ensure that I sent along the rejection info anyway, just in case. For context, the response received from the company was "We will be meeting with him this week and are working together to reach a mutual agreement to resolve his concerns."

   

  Please see below my reasoning for rejecting Willow Bridge Property Company National LLC's response to my initial complaint:

  "I am rejecting this response because:  

  
  I have not received any communication from Willow Bridge, nor the Hawthorne Commons property management to set up a meeting time for this week. ***, who is the Property Manager, is well aware that I work from home full-time and am a 5-minute walk away from his office, but I have not received any text message, email, phone call, or voice mail asking to set-up a time to meet this week. Nor have I received any notification in the property's Resident's Portal asking to schedule a meeting. They did, however, send me the "offers" to renew my lease for another year, with a minimum rent increase of nearly $200/month, which I find laughable.
  
  *** and I did have an impromptu meeting in his office on November 20th, where we had loose discussions around next steps, and he acknowledged that he was aware of my BBB complaint, but there has been no follow-up from him or anyone else at the property since then. Instead, as 3 of the attached images show, I have had to deal with even MORE construction work happening on the outside of my apartment, which started on November 27th, with no prior written warning from the building management. This construction has been incredibly noisy, has happened on a very disjointed schedule making it impossible to try to plan around, and I have received no communication as to what the purpose of this new round of construction is for; what the timeline for completion is; nor when the construction crew will be on-site. Additionally, the construction crew has deemed it okay to use my patio as a storage space for their equipment overnight, as well as using the power outlets on my patio for their power tools without any warning or permission, while I am left to foot the bill for the electricity used.
  
  In the fourth image attached is an additional complaint I would like to add, showing the horrendous conditions that the trash disposal area was left in for at least 24 hours. That image was taken on November 28th, and the area was in the same condition on November 29th. I don't know how many days prior or after it was left that way before I took out my trash again on December 1st, at which point it had been mostly cleared.
  
  I find the company's/property's claim and assertion that they have scheduled a meeting with me this week to discuss next steps to be dishonest. I would be happy to have a meeting with them to discuss how they assist in getting me into a new apartment at a different property to rectify the ceaseless issues I have had to deal with for over a year now, but they have made no attempt at scheduling the meeting they allege to have set up."

   

  I have also attached the images referred to in my attempted response.

   

  Please acknowledge receipt of this information and that it has been added to the case file for this complaint. If there is a resolution to the bug I was running into when trying to file the above through the correct on-site channels, please let me know so that I can go through the correct steps to file this information that way, as well.

   

  Best,

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

  Business Response

  Date: 12/20/2023

  I contacted the resident today and spoke to him regarding these ongoing issues.  We are working together to address all of his concerns related to his tenancy as well as his increased electric bills.  

  Customer Answer

  Date: 12/29/2023

  I am rejecting this response becI am rejecting Willow Bridge's response because:
  
  I spoke to ********************* from Willow Bridge on 12/20, and it was agreed that I would be able to move to a new property at any point in the next few months without paying any penalties for breaking my lease earlier than the end date of 2/29/24. She also agreed that Hawthorne Commons/Willow Bridge would reimburse me for the extra utility costs I've paid as a result of the construction and maintenance work over the last 12 months. While on that same call, she asked me to send over moving company quotes in order to *********** to a new property, and I provided a quote for around $1,660 from Five Star Movers, a BBB-accredited moving company in the area.
  
  The very least Willow Bridge could do at this point is pay for, in whole or in part, my moving fees, yet they refuse to do so, and on those grounds, I reject their latest message and ask that the BBB step in more actively to assist in mediating this issue. Howthorne Commons, owned by Willow Bridge, has created a hellish living environment since October 2022. I have attempted to leave the property on amicable terms with my utility costs recouped, and their assistance in relocating me to a more suitable and better-managed property as the bare minimum, but they have refused to do so. As a result, I am asking the BBB to assist me in both having Hawthorne Commons/Willow Bridge pay to move me to a more suitable/better-managed property, as well as receive compensatory settlement for the emotional, physical, and professional damages caused as a result of their incompetence and unwillingness to work with me directly on going the more amicable route.ause:   

  Business Response

  Date: 02/02/2024

  ************** has spoken with *******************, the Regional Property Manager with Willow Bridge.  After discussing the situation with *************, *************** authorizied a credit to ***************** account in the amount of $2,100 as reinburtsement.  ************** acknoldgerd the credit.   He chose not to renew his lease and moved out of the property on January 28, 2024.  

• Initial Complaint

  Date:11/09/2023

  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.

  My wife (who is recovering from breast cancer) and I have been without heat in our condo for at least 2 weeks (actually longer). Last night, with the very frigid temperatures, we were sleeping in what felt like a freezer. We have contacted the property management numerous times over that 2-week period, and nothing has been repaired: we are still with no heat. We even had to buy a portable space heater at our own expense to try to warm the condo, but it hasnt been able to do the job adequately. Please, please help us, no one here seems to care, and the situation that we are being put through is unbearable and inhumane.

  Business Response

  Date: 11/13/2023

  Hi,

  This issue was brought to my attention on 11/2/2023. Repairs were scheduled on 11/2/2023 for a 11/3/2023 repair. This HVAC unit was replaced in July 2023 and was under warranty so we had to call the installer. For the night of 11/2/2023 we offered a space heater and offered to reimburse for a hotel if that would be more comfortable for the residents. I personally talked to ************ on 11/3/2023 and confirmed repairs were made and he was satisfied. I contacted him again on 11/9/2023 after receiving this message and again confirmed that he was satisfied and he let me know he would reach out to BBB and let you know that the repair had been completed.

  Thanks,

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

  Regional Property Manager

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

  Business Response

  Date: 12/14/2023

  Hi,
  
  This issue was brought to my attention on 11/2/2023. Repairs were scheduled on 11/2/2023 for a 11/3/2023 repair. This HVAC unit was replaced in July 2023 and was under warranty so we had to call the installer. For the night of 11/2/2023 we offered a space heater and offered to reimburse for a hotel if that would be more comfortable for the residents. I personally talked to ************ on 11/3/2023 and confirmed repairs were made and he was satisfied. I contacted him again on 11/9/2023 after receiving this message and again confirmed that he was satisfied and he let me know he would reach out to BBB and let you know that the repair had been completed.
  
  Thanks,
  
  ***************
  
  Regional Property Manager
  
  **********************************************************

• Initial Complaint

  Date:11/03/2023

  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 Avidity apartments in ************, ** and submitted a $250 deposit/application fee. I was not approved for the apartment and was mailed a $250 refund. When I deposited this first check it did not go through and I was told it was a stock check and I was issued another refund. When I deposited the second check payment was stopped on it by Avidity. When I called the office today I was told I could come pick up yet another check at their office within 1-2 weeks. This is now going on 3 months and 3 checks in which I have not been refunded by deposit and caused time and effort to continually deposit checks that are not paid.

  Business Response

  Date: 01/02/2024

  Our records indicate that the refund was received, deposited without incident, and has cleared the bank.

  If this is still an issue, please contact our office.

• Initial Complaint

  Date:10/29/2023

  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.

  On 8/7/23 I paid my rent in the amount of $1673. This wasnt even my normal amount, this was after my move out notices had been thrown away and I was trapped into staying extra time because the property manager at the time wouldnt take my notices until finally I caught him in the office and he put it in his computer after acting confused about my previous notices. Fast forward some time and Im charged extra month to month fees for staying longer than my lease because my previous requested move out date was indirectly denied by my misplaced move out notices. I went into the office and asked why I was being charged for the full month when my stay was prorated based on again, having to stay some extra time. The property manager ****** said that it would be refunded, not to worry I just pay the full amount and after I move out Ill get the money back. I have ledgers and I have proof that I was charged extra and its now been 77 days since Ive left and I still havent been refunded after 10+ visits to Madison ***** (they renamed themselves to try and hide how downhill Crown Pointe was). I just want my money that all of my documents say is mine.. **** law is 30 days and its now been 77..

  Business Response

  Date: 11/06/2023

  **************** complaint is being reviewed internally, however, ************ has not been able to provide anything writing and his statement of occurrences and timelines has changed a number of times.  If ************ has any written communication (email correspondence) with the office staff would be helpful in resolving this matter.

  Business Response

  Date: 11/06/2023

  Good Afternoon,  This property will no longer be managed by Willow Bridge Property Company (formerly known as Lincoln Property Company) as of 11/15/23 for additional assistance after 11/7/23 please contact the property directly or the new management company *************.  Thank you.

  Customer Answer

  Date: 11/06/2023

  Above is a time stamped photo and the background of when I was speaking to ****** who was the property manager at the time. I hardly have anything in writing, forgive my ignorance for trusting. I didnt know billion dollar companies operated in such a shady way. You bought *********** for cheap after it had been ran into the ground and you continue to provide terrible management. My ledger shows where I had a credit and then it was taken back away from me without cause. Thats the bottom line.. no disputing it. You act like anyone would ever have anything in writing from your management, they dont respond or care lol. 

  Customer Answer

  Date: 11/06/2023

  Above is a time stamped photo and the background of when I was speaking to ****** who was the property manager at the time. I hardly have anything in writing, forgive my ignorance for trusting. I didnt know billion dollar companies operated in such a shady way. You bought *********** for cheap after it had been ran into the ground and you continue to provide terrible management. My ledger shows where I had a credit and then it was taken back away from me without cause. Thats the bottom line.. no disputing it. You act like anyone would ever have anything in writing from your management, they dont respond or care lol. 

  Customer Answer

  Date: 11/15/2023

  I am rejecting this response because:   

  Above is a time stamped photo and the background of when I was speaking to ****** who was the property manager at the time. I hardly have anything in writing, forgive my ignorance for trusting. I didnt know billion dollar companies operated in such a shady way. You bought *********** for cheap after it had been ran into the ground and you continue to provide terrible management. My ledger shows where I had a credit and then it was taken back away from me without cause. Thats the bottom line.. no disputing it. You act like anyone would ever have anything in writing from your management, they dont respond or care lol. 

  Business Response

  Date: 11/15/2023

  Good Afternoon,  This property will no longer be managed by Willow Bridge Property Company (formerly known as Lincoln Property Company) as of 11/15/23 for additional assistance after 11/7/23 please contact the property directly or the new management company *************.  Thank you.

  Customer Answer

  Date: 11/15/2023

  The refund is the obligation of that management company. Just because the property got sold off for the 50th time because every company that touches it runs it into the ground doesnt mean the new one should have their hand in this. Lincoln Property Company did the wrong, they need to fix if. 

  Business Response

  Date: 12/15/2023

  I'm reaching out because this BBB complaint is needing a response, but we no longer manage this property as of 11/15/2023..
  Can you assist with this?
  
  Thanks,
  ************************;

• Initial Complaint

  Date:10/26/2023

  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 was to move into a move in ready apartment on 10/7/23. The apartment was not move in ready. It was completely dirty and disgusting. Mold filled broken fridge, Non working toilet covered in dried urine, mold, pet feces, urine in bathroom, dirt, old food in cabinets, unclean carpets and floors. I have pictures and videos to prove that! My family and I did over $800 worth of cleaning to make the apt move in ready. I was also charged a fee my mover due to late/ stalling the move. Im still finding and cleaning areas of mold and pet debris from the previous tenants. They offered $250 as compensation and that is a slap in the face for the cleaning I have had to do. Im also having serious breathing problems due to no one cleaning the apartment professionally! Its unacceptable and they have admitted that there was nothing done to the apartment before I was expected to move in! Its unacceptable especially because they raised the rent and DO NOT have move in ready apartments! I want $600 for cleaning and carpet cleaning I have to do.

  Business Response

  Date: 11/01/2023

  Hello,

  Below is a quick overview of the timeline for the make ready process that was done for this resident's apartment:

  
  -On 9/29, the Assistant Manager scheduled the apartment to be cleaned on 10/2 and the carpet to be cleaned on 10/3.
  -I believe there was a miscommunication with the cleaner that came on 10/2. She was given the keys to get in the unit and came back immediately. The leasing specialist thought that she was saying she couldn't find the unit so he gave her a map and she left  again and did not return.
  -On 10/7, the scheduled move-in date and a Saturday, the leasing specialist went to walk the unit. He found that the unit was not cleaned by the vendor and that the refrigerator had been dismantled.
  -The leasing specialist made an attempt to clean the unit as best as he could and contacted maintenance about the refrigerator.
  -The maintenance technician came out as an emergency call since it was on the weekend and replaced the refrigerator the same day of the move in.
  -The following week, the assistant manager offered to have the apartment cleaned and to have the carpet cleaned again. this was refused by the resident.
  -On 10/13, a concession of $250 was offered due to the issues.

  
  We feel that the $250 compensation is fair since our team rapidly worked to correct the issues and have offered return services that were denied by the resident. Attached is the invoice for both the carpet cleaning and for the tub cleaning/resurfacing that was completed prior to the move in date. Also attached is the backup to show that our team did schedule these services to be done prior to the move in date.

  
  

  Customer Answer

  Date: 11/01/2023

  I am rejecting this response because:   $250 is not a fair compensation. My family and I cleaned the carpets, entire bathroom, and kitchen, including mold removal. As I have video proof of a clearly unclean bathroom kitchen carpet.  I also was charged an extra fee by my movers due to the complete unsanitary state of the apartment and having to push the movers back. 
  $250 covered the cleaning of the bathroom but since I personally had to perform the full prep and cleaning to make the apartment move in ready as stated in the lease I should be reimbursed properly for doing so. It is not my fault nor was it my responsibility for the poor communication and lack of follow through committed by the staff and management. 

  Business Response

  Date: 11/07/2023

  A one-time concession will be offered totaling $600 if this matter can be considered satisfied by the resident. The prior concession of $250 will be removed and replaced with the updated concession of $600. 

  Customer Answer

  Date: 11/07/2023

  I have reviewed the business response and accept this resolution. 

  Customer Answer

  Date: 11/13/2023

  The company has not provided the $600 concession to my account nor have they been in to fix the hvac. 

  Business Response

  Date: 11/21/2023

  Hello,

   

  The agreed upon one-time concession of $600 was applied to the resident's account on 11/13/23. Attached is the most recent copy of the ledger.

  The **** repair required us to order a part that was on back order. We notified the resident once we inspected the problem and offered her a window unit while we waited for the part to come in. Our team made the repair as soon as the part arrived on 11/16/23. Our Maintenance Supervisor came in after and verified that the **** unit was functioning and air was flowing at a temperature of 45 degrees from the vents. 

• Initial Complaint

  Date:10/16/2023

  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.

  Property website showing lower prices on apartment than what is offered in rental agreement.Rental quote give by company reflects lower price, but price not being honored by company. Lower price was verbally confirmed by property manager when touring unit in person.Property is now claiming pricing issue was tech related and is not willing to offer any accommodations, even after providing screen shots of online pricing from companys website and rental quote.

  Business Response

  Date: 11/03/2023

  Hello, In response to the complaint filed. There are 4 properties with 4 individual websites that are housed under one umbrella website.  The website uses a platform called Skylease which is an interactive map of the communities.  This prospect was interested in a home at **********************, house address ****.  This is a single family home for rent for $2550 per month and **** square feet.  We have another property, Parkwood Terrace, that also has an address of **** that is a townhome.  The rent for this unit is $2225 and the square footage is 1854.  There is a significant difference between the home type and size.  The website platform had the info for the home he was interested in **** at **********************, crossed with the info for the townhome at Parkwood Terrace.  In person, this was explained to him that the house he was inquiring about was much larger and a different product type as it is a single family home and that we appreciated him bringing this to our attention so that the IT department could fix the error.   They were able to assist him in finding a home at a lower rate in the same community he was interested in and he leased the single family home and has since moved in. This was not a human error and the situation was kindly explained to him before applying.  As stated, he was provided with other options of homes in the community he was interested in and was assisted in selecting a home at a lower price range and received 6 weeks free rent of a concession. 

  Customer Answer

  Date: 11/17/2023

  I am rejecting this response because:   
  Information provided by Lincoln Property Group is incorrect and minimizing the experience.

  The system error was not explained prior to applying.  Multi site manager, *************************, was the employee onsite the day I viewed 2 units.  Multiple times I mentioned to her that the larger home at the lower price was a deal that sounded too good to be true. I was assured that this was a great deal, and that if I applied before a certain date I would also receive a 6 week rent concession. Based off Kambrias multiple confirmations on pricing, I applied online to secure a move in date of 10/19/23.

  As part of the application process it was a requirement to confirm that my lease notice had been given to my current landlord, which had to be confirmed prior to being approved.  I complied with this expectation and proceeded to give my landlord a 30 day notice.  Once my application was approved on 9/20/23, I then reached out to the property team at Overlook to see what the next steps would look like.  During this conversation, ************************* stated that she was unable to find my application, but that she would contact ******* to trouble shoot the issue.  Prior to 5pm on the same day I reached back out to ****** to see if there was a resolution.  ****** stated that it looked like I had applied to the wrong community, but ******* confirmed that I was interested in the property at Overlook. I asked during this conversation if there was anything I needed to do to help resolve the issue, and I was told that ******* would be able to move over my application to the correct community. Pricing was not mentioned during this conversation.

  On 9/30/23 I noticed that the monthly rent rate on the welcome letter provided by Overlook was significantly higher than the price stated online and that had been discussed with Kambria.  I confirmed the pricing online on www.negeorgialuxuryhomes.com, then proceeded to call the leasing office for assistance.  The only assistance provided by ****** during this conversation was that the higher price was correct, and I would have to wait until after the weekend to talk to a manager.  I shared the website with ****** so that she could see the lower pricing that was still being advertised. She advised that this would have to be bubbled up to marketing and that ******* would have to work to resolve the pricing issue. At this point my move in date was 19 days away and my current landlord had rented my previous home to a new tenant. 
  

  Days later I received an email from Kambria stating that Lincoln Property Group would not be able to make any concessions to resolve the incorrect pricing that had been advertised, but that I could look to see if there was a lower priced unit onsite or at a different community.  I asked to be contacted, but was told she was busy and would not be able to do so that day. I reached out to the leasing office multiple times at Overlook to better understand how NO appeasement/ concession was being provided ( outside of the 6 week free rent concession being offered to all new tenets) despite the company still advertising the incorrect price online.  I attempted to reach out via phone multiple times, but was not able to get in touch with the leasing team.

  On 10/11/23 I emailed Kambria to see if a lower priced unit was still available. This unit was also at a slightly higher price than the advertised price of the original unit.  At this time I proceed with a different unit due to my move in day only being 9 days away and my current home being leased to a new tenant. Upon move in, the website negeorgialuxuryhomes still was advertising 2 units at the incorrect.

  At no time did I feel that Lincoln Property Group or ********************** gave any effort to do whats right for the customer.  The 6 week rent concession mentioned in Lincoln Property Groups response was not offered as a resolution to the false advertising, but rather was a blanket promotion being offered to all new tenants. I understand that computer glitches happen, but the lack of customer service plus the requirement of proof of lease notice during the application process made this situation feel like a bate and switch. 

   

• Initial Complaint

  Date:10/06/2023

  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 have been trying to get staff at *************** apartments to update my ledger and send my deposit refund. I moved out 07/29 and its currently October; I still have not received a response to my email/ phone call from anyone. In addition to 200 being missing, I am being charged additional for things I brought to their attention during my lease takeover on 01/13/2023. I am also being charged for a move out date of 08/02 per top of ledger, although my move was documented on the 29th. I have been trying to resolve since Aug. and spoke with two managers that can not explain the missing $200 in addition to other charges. The unit was disgusting and they do not provide cleaning I had to consult someone for this on my own; in which I did. I was charged for cleaning and damage I sent via email 01/13 of photos/ videos of the exact thing. I move for work and this lease takeover was last minute and I have been regretting this from day one. The first unit they showed was inhabitable, they had to change my unit which was still disgusting; however after hiring someone to help clean it was fine for short term. My car was towed due to staff error the first week and I ended up having to replace my back tire; my windshield was also cracked. I sent photos to the regional manger/ manager following this as well. I called the following day in order to get a specific spot and was told by ***************************** that I could not come into the office that they would contact their attorney although the inconvenience was done to me. I was treated like nothing the entirety of my stay and if there was an issue going forward I dealt with it in order to avoid dealing with staff. I didnt receive a mailbox key until weeks after move in, and during the visit to office to get it ******* pulled everyone to the back of the office ignoring me. He later emailed me and a key was provided after speaking with the regional manager *************************** yet again. To date, I am still dealing with anxiety from this.

  Customer Answer

  Date: 10/06/2023

  I have included screenshots of some of the more recent emails Ive sent with no response. 

  Customer Answer

  Date: 10/30/2023

  I still have not received a response from the business. I have a recorded conversation where the agent stated he would be getting in contact with ***************************** in regards to the missing $200 amount unrelated to the charges listed on the invoice. 

  Business Response

  Date: 11/07/2023

  Hi *****, The cleaning charges have been removed and we will be providing you with an additional refund of $207.91. Thank you, 

  Customer Answer

  Date: 11/07/2023

  I am rejecting this response because:   There is still an unaccounted amount of $182 as I paid $1440 per ledger and was sent **** per ledger. The total amount to be refunded $389.

  Business Response

  Date: 11/08/2023

  Hi *****, After looking, the only deductions you will have will be the $45.35 for the utility billing from 6/28-7/28. The final amount refunded is $343.65. Thank you,

  Customer Answer

  Date: 11/08/2023

  I have reviewed the business response and accept this resolution. 

  This is fineI need to update the mailing address as I will not be there until the end of the year. The new forwarding address is 

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

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

  *******, ** 85326

  Customer Answer

  Date: 12/18/2023

  Hello,

  I accepted the companys resolution; however, I still have not received the remaining balance. 

  Business Response

  Date: 12/28/2023

  Hi ******,
  
  I hope you had a great holiday!
  
  I'm passing this over to you in hopes you can help close it out for us. We no longer manage this property and out VP for the region will be passing it over to the new team
  
  Thank you,
  ************************;

  Customer Answer

  Date: 12/28/2023

  I am rejecting this response because:   This is fine, once the information is passed along and I am paid the agreed amount that is due to me I will then close the case, 

  thank you!

• Initial Complaint

  Date:10/06/2023

  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 am a resident of The Aven at ****** Apartments and have been displaced from my apartment for over a month due to mold remediation with no time line for when I can move out of temporary housing. The companies service value statement says"We are accountable for ensuring our neighbors are happy in their homes and take ownership of any problems that *** arise. Unfortunately, this has not been my experience.The last week of August I was informed than mold remediation construction would begin only when maintenance and the mold remediation team knocked on my apartment door the last Monday of August interrupting my work meeting (I work from home sometimes.) They told me that they were beginning extensive work on my apartment and that I needed to vacate my apartment. There was no prior notice given to me verbally or in writing for me to make any relocation plans. The property manager contacted me about an hour later asking me if I could leave my apartment later that day, I was not given any timeline or reliable updates from the rental office or maintenance team. At one point on September 12th, I was placed in an apartment by staff that did not have any furniture and had to sleep on the floor. As a person with health concerns, this is inhumane and not acceptable. This situation has resulted in abrupt housing displacement, adversely affecting both my work and health. I would like to emphasize that I have a mold allergy and respiratory health concerns, making this matter particularly urgent and crucial. The tone of some staff responses has left me feeling as if my concerns are unwarranted, even though I did not cause the mold infestation. While there have been attempts to accommodate me, these accommodations have been last-minute and abrupt, leaving me with little time to plan ahead affecting my employment and health. I kindly request clear communication, a defined timeline for repairs, and suitable housing arrangements that consider my health and work,

  Business Response

  Date: 10/10/2023

  Hello,

  My name is ***********************. I am the new manager here at The Aven and my start date was last Tuesday 10/3/23. Upon my arrival I was made aware of the situation surrounding ****************** remediation issue and displacement from her apartment and reached out to her via email and responded to a call she made into our office. It was discussed that her apartment was nearing the end of its remediation and remodel process. That process will be ending sometime in the beginning of this week, upon which she will be able to return to her apartment home fully. 

  ************** made me aware that she does not want to return to her old apartment home due to the issue and she preferred a transfer. She currently occupies a 80% affordable unit on our property, which *********** helps us to manage. I told her I would reach out to SEB regarding the transfer, which I did. SEB informed me that she would be eligible to transfer to one of our two vacant 80% affordable units. ***************************, my asst. ******** then emailed ************** about the availability and to come down to the office to discuss the transfer.

  We are happy to accommodate the transfer and the work in the current unit is finishing up this week. We are just waiting on ************** to come down to the office to square away here transfer paperwork and choose a unit to move to and we will get it done ASAP for her. 

  I am happy to share any email correspondence I have made with her since taking the job and arriving on site. Thank you!

   

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

  Property Manager