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

  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:10/03/2023

  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.

  My move out refund has not been paid back and it has been over 100 days since I moved out. I was told that they would provide updates multiple times and they havent. The total owed amounts to $1443.12. Colorado law says that I have to receive payment within 60 days. No one is actually providing evidence that something is happening.

  Business Response

  Date: 10/09/2023

  Hi there,

   I am writing to inform you that a check dated August 30, 2023, was recently returned to our property. We currently possess the check and have taken the necessary steps to address this matter promptly.
  
  We have already reached out to the resident who initiated the move-out process, offering them the option to collect the check in person or have it mailed to them once more. Their convenience and satisfaction are of utmost importance to us.
  
  If you have any inquiries or require further clarification regarding this situation, please do not hesitate to reach out to us. We are committed to ensuring a smooth resolution to this matter and addressing any concerns you may have.
  
  Thank you for your understanding and cooperation.
  
  

  Customer Answer

  Date: 10/12/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:09/26/2023

  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 contacted / selected for an Affordable housing unit in ********** ** (********** Apts) was given 48 hrs to bring application application fee $75 and $350 to hold the unit. My credit right now has disputes with credit burea due to someone using my credit. Also it states in the criteria if credit score does not meet 640 a tenant can just pay a higher security deposit. I was denied i found out today. This is a bunch of s*** I am a homeless vet with a section 8 voucher no way should i have been denied this application or the right to move here. I am looking into discrimination and will follow through with this claim.

  Business Response

  Date: 09/26/2023

  Good morning,

  Attached is your signed application criteria.

  Please see section '1. CREDIT', and the statement in this paragraph, "No exceptions will be made for applicant credit scores falling below 575."

  As your credit does not meet the standards set by our application criteria, your application was denied. 

  We wish you the best of luck in the future.

  -Laurel Run Apartments

   

   

• Initial Complaint

  Date:09/15/2023

  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.

  My roommate & I signed a 13-mo. lease for unit *********************************************************** beginning 7/2022. Lincoln is the parent *** overseeing the property (this can be confirmed on both ******************************* websites). On 6/2/23, I found bed bugs in our living room & immediately notified mgmt. An exterminator was sent to inspect 6/5 & confirmed bed bugs. Treatment was completed 6/7/23 followed by reinspection the following week. A week or so after treatment, I saw bed bugs coming in through the ceiling sprinkler heads in each room. I took photos & shared them with mgmt. Although I continued to see live activity, the exterminator's reinspections reported no new live activity even though proof was provided to mgmt. and the bldg's ****** person agreed with me. The bed bug issue continued to worsen rendering the unit uninhabitable. I stopped living there on 6/2/23 when the bed bugs were found. Per the lease, a temp. alternate unit could've been offered to me but it was not. Requests made in person & by phone for a rent reduction were ignored. I was told the regional VP had to approve. Messages left for Lincoln Property's regional VP, *************************, who reception confirmed oversees **** at ************ Park were also ignored. **** still demanded a full month's rent due 7/1/23 despite knowing the unit had an infestation & that I was unable to live there & was waiting to hear about abatement. Rent was paid in full for July as we didn't want an eviction notice on our credit history. We chose not to renew the lease for obvious reasons & ended it on 8/9/23. Afterward, I met two other residents & found out they were also having bed bug issues coming through their ceiling sprinklers on the 4th and 5th floors which were nowhere near my unit. I never knew these girls while at ********* never visited each other's units. The building clearly has an infestation problem. I am requesting at least a partial reimbursement of July and Aug 2023 rents paid due to the unit being uninhabitable.

  Business Response

  Date: 09/22/2023

  Hello, please see ******************* **** Park's response to ************************* BBB complaint.
  
  ********************* moved into apartment #*** and was the first resident and occupant of our brand-new community on July 15, 2022. The unit she moved into, unit ***, had never been lived in before and had passed the inspection for ****'s Certificate of Occupancy. ********************* signed the lease agreement that included the Bed Bug Addendum that stated and confirmed that the unit underwent all pest control and bed bug inspections prior to any residents taking possession of the unit and, if the bed bugs are reported anytime during the residency period, this would fall under leaseholders' responsibility and obligation to obtain and pay for the treatment of the bed bugs and comply with all provisions of the Bed Bug Addendum. 
  
  
  On Friday, June 2, 2023, **** reported to ********** that she felt she had bed bugs in her unit. On Monday, June 5, 2023, ****** ************ Services inspected her unit to confirm that it had bedbugs. **** was provided and signed ******** Resident Duties and Responsibilities in Preparation for the Bed Bug Treatment. The unit's first treatment was completed on Tuesday, June 6, 2023. On Wednesday, June 7, 2023, ****** conducted their first inspection and continued to conduct inspections and follow-up treatments every Wednesday until July 19, 2023. In between inspections and treatments, ****** would verbally report that **** was not fully prepared for the treatments failing to complete resident-required steps during the process of treatment. The ********** team had a conversation with **** and went over the preparation sheet once again to ensure she was fully ready for future inspections and treatments. On June 21, 2023, ****** reported no live activity of bed bugs. Typically, ****** conducts three consecutive weekly follow-up visits and treatments, however, the ********** team requested ****** to continue conducting weekly inspections and completing treatments as needed due to the resident, *********************, who continued to report pest activity. On July 21, 2023, ****'s ********** team provided **** with a certificate of completion for bed bugs in her unit. 
  
  On Saturday, June 24, 2023, ****'s parents were assisting **** with the move-out process, removing the furniture from the apartment and the parents expressed to the ********** team that they moved out and they did not want to pay for rent for July or August. On Tuesday, June 27, 2023, **** reached out to the ********** and mentioned she was in the unit cleaning. Management asked **** if she had moved out since this was communicated by her parents on the previous Saturday and ****'s reply was that she did not move out, and she and her roommate would not be vacating until their lease expired, which was August 9, 2023.  
  
  **** never provided receipts confirming her stay in a hotel due to not being able to stay in her unit during the treatment of the bed bugs. Per the signed Bed ************* ********** is not obligated to pay for any expenses incurred by the residents during the treatment. Possible early termination of the lease agreement was never discussed due to ****'s statement that her roommate was not in ***** and would not be returning until early August, therefore, she could not terminate early. **** was also not asked to pay for the treatment, which cost $650, and is a resident's responsibility if bed bugs are reported at any time during the lease occupancy and were not present at move-in when the apartment was taken possession by the residents. Management and owners took care of the additional treatments and inspections without charging the residents, **** and her roommate, back for any of the expenses related to extermination, treatments, and inspections. **** received her security deposit refund in the amount of $***.11 after the move-out, which is the total after the deduction of her final water and sewer bill ($42.89).
  
  **** has expressed her unhappiness with the situation in her numerous apartment reviews on various platforms. The ********** team was very attentive, caring, and understanding of her situation. The action plan and immediate treatment and inspection were provided as soon as the concern was reported to the leasing office. Per the ******* lease agreement and Bed ************* the ********** team did everything in compliance with the protocol for addressing the issue reported. The expenses residents incur during the treatment are the residents' responsibilities and per the bed bug addendum, residents are obligated to comply with all the steps and requirements of the process to eliminate the pest problem, which, unfortunately, **** failed to comply with. 
  
  Currently, ********** does not owe any rent refunds back to the resident. The deposit refund was processed with the consideration of the final water/sewer bill and the charges for the bed bug treatment of $650 plus all the additional inspections and treatments beyond the scope of the original agreement as well as all cleaning charges of the apartment after they moved out, which typically are billed back to the residents as per the lease agreement, have been absorbed by the ownership group in good faith and the attempt to help the residents of the unit.  

• Initial Complaint

  Date:09/11/2023

  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.

  Renewed my lease this past July and provided renters insurance at the time of renewal. Shortly after began receding letters from a third party that I would be charged insurance fees because it was not updated with them. Reached out to my leasing office and was assured it would taken care of. Countless back and forth with the leasing office and this month I have a charge of $10.75. Again tried to communicate with the office who have done nothing to contact the company nor resolve the issue. I have personally called the company to have my policy manually updated but the leasing office has made no attempt to correct it from their side.

  Business Response

  Date: 09/12/2023

  When communication was received regarding the insurance, the team contacted Assurant and the resident supplied proof of insurance. Once ******** confirmed receipt of an active policy, the $10.75 was credited to the account. Confirmation via an account statement (ledger) was provided to the resident several times and a breakdown of all charges was provided. This issue is resolved.

  Customer Answer

  Date: 09/12/2023

  I am rejecting this response because:   I contacted assurant to resolve the issue and still have a charge on my account. Have attempted to contact office staff multiple times and no communication. Yes a leader was provided but request explanation since I still the charge for insurance and received no call back only email responses stating a ledger was sent. I ended up paying the fee to avoid a bigger late fee but have no explanation why it was still owed. 

  Business Response

  Date: 09/12/2023

  A resident ledger/account statement was provided, and is line with all lease charges per the lease agreement the resident signed. The resident refuses to accept the account statement with detailed credits and charges. No further credits or adjustments are due to the resident.

  Business Response

  Date: 09/12/2023

  The attached account statement/ledger was provided and explained to ******* several times. The attachment shows the initial charge of $10.75 on 08/26, and the subsequent credit on 08/28 when confirmation of an active policy was received. She refuses to accept this document as proof that this was resolved within two days. 

  Customer Answer

  Date: 09/19/2023

  As of 9/7 I still had a charge for renters insurance despite providing it as required upon renewal in July and submitting proof of payment on 9/10. Again I have sent multiple messages and keep getting sent the same ledger with context or explanation. I have made several attempts to reach someone in person and have not been able to have contact with an office manager to explain the discrepancy . 

  Customer Answer

  Date: 09/19/2023

  I am rejecting this response because:   

  
  
  

  As of 9/7 I still had a charge for renters insurance despite providing it as required upon renewal in July and submitting proof of payment on 9/10. Again I have sent multiple messages and keep getting sent the same ledger with context or explanation. I have made several attempts to reach someone in person and have not been able to have contact with an office manager to explain the discrepancy . 

   

  Attachments:

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• Initial Complaint

  Date:09/11/2023

  Type:Order 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 for an apartment at ************************ in ************ ** on August 12, 2023. I paid $100 for the application fee (which is non-refundable) and a $550.00 holding fee, which is refundable. Both fees were paid on August 14th (please see the attached form). As of September 9th I have not received my refund. I called several times and was told that it would take 30 days and I would receive a certified check. How is it possible to hold on to a potential customer's money and collect interest for an application that was denied. I called again on September 8th and was told a certified check would be mailed to the address on the application. The application has an old address that I am currently not residing at and instead of taking my information over the phone, the representative advised me to send my current address via email. This information was not included on the application I signed and I would like my refund sent back via my debit card (which is how I paid).

  Business Response

  Date: 09/13/2023

  ******************** had communicated at the time of the application denial that we would be issuing the refund within 30 days of the cancellation date. As previously discussed all payments are issued in the form of a check and mailed to the primary applicants address on file as we do not have the ability to refund debit cards directly. This check is expected to be mailed on September 14th which is within the 30-day time frame we had communicated and be sent via certified mail.  We had requested any change in address be emailed as we need to have written communication on file, from the applicant(s),when changing a remit address for check issuance.
  If you have additional questions/concerns relating to this payment please call our office directly at ************.
  ****************************

• Initial Complaint

  Date:09/08/2023

  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 applied for a property (Parkwood Terrace Townhomes) and was denied. That is fine, but I have been calling to attempt to receive a refund of my admin fee, which was only to be kept had I been approved but I was not. I was told it would be sent within 30 days. It is now over 30 days and I still have not received the check I was told would be sent. At this point I am not sure what to do.

  Business Response

  Date: 09/12/2023

  Hello,

  The check for ******************* and her co-applicant *********************** was sent and cashed by the payee. The images of the check itself as well as the signature on the back of the cashed check is included in this response.

  Thank you!

• Initial Complaint

  Date:09/06/2023

  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 have had many issues living at The Highland. Most recently, the rent dropped by about $400 and my lease was expiring. After several conversations with the property manager, I was told that Lincoln would under no circumstances lower the rent if I renewed. I could either request a transfer, or vacate my current unit and reapply as a new tenant to a new unit and move, if I wanted the new rates. I elected to apply as a new tenant as it was less expensive than paying the transfer fees. The property manager told me that to secure the new unit, I just had to apply for the new unit and pay the application fee online. When I went into the website to apply, it required me to also put down the security deposit in order to hold the unit. I completed the application on 8/14 and heard nothing. I did not even receive a confirmation email. On 8/19, six days later, I received a notification that they were processing the criminal background check. The property manager also emailed me as if it was a transfer, stating they needed to inspect my unit. I asked again if I could reapply for my same unit as a new tenant and was told no again. I notified them I did not want to move to the new unit, and gave my notice to leave the property. The property manager has informed me they will not refund the security deposit I put down on the other unit, even though I was never approved for it. It does state on the online application that it is refundable. There was some fine print in the contract she sent over to me that is not clear. It states holding fees will be returned if tenants back out in 48 hours, but in other areas it clearly states it is refundable. It also does not state they will not refund the security deposit. I am not asking for my application fee to be returned, but for the security deposit to be returned. I was never approved for the new unit, and was only notified of the application moving forward 6 days after I submitted the application (well outside of the 48 hrs window).

  Business Response

  Date: 09/06/2023

  The property manager made contact the day after your application, and tried to schedule twice to inspect your current apartment in preparation for your transfer. You will be refunded the security deposit that was paid on your cancelled transfer unit. We approved for a $0 increase for your renewal rate to stay in your current apartment home to avoid transferring. Rates change daily, and the property does not match to vacancy. 

  Customer Answer

  Date: 09/06/2023

  Hi, Thank you for agreeing to refund the security deposit on the transfer unit. It is much appreciated! I have some follow up questions, and there is a discrepancy in the response. First, how will the security deposit be refunded? Also, the property manager did not contact me the day after I applied. My application was submitted on Monday, August 14th. I did not receive an email from ***** asking to inspect my unit until August 23rd (see attachment). This was confusing as I was told it was not a transfer, but rather a "move out," and new move in. Thank you again for your agreement to refund. ******************

  Customer Answer

  Date: 09/06/2023

  I am rejecting this response because:   

  Hi, Thank you for agreeing to refund the security deposit on the transfer unit. It is much appreciated! I have some follow up questions, and there is a discrepancy in the response. First, how will the security deposit be refunded? Also, the property manager did not contact me the day after I applied. My application was submitted on Monday, August 14th. I did not receive an email from ***** asking to inspect my unit until August 23rd (see attachment). This was confusing as I was told it was not a transfer, but rather a "move out," and new move in. Thank you again for your agreement to refund. ******************

  Business Response

  Date: 09/07/2023

  The security deposit will be refunded within 14 business days for the cancelled transferred unit. 

  Customer Answer

  Date: 09/07/2023

  I have reviewed the business response and accept this resolution as long as the refund comes through. Thank you!

  Customer Answer

  Date: 09/27/2023

  The security deposit was not refunded. 

  Business Response

  Date: 09/29/2023

  Check #**** was created and mailed to your current address on 09/14/2023. 

• Initial Complaint

  Date:08/23/2023

  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 ended up having to move out of state for medical attention, so for months I inquired in breaking my lease and the steps to go about it. The turn over rate for the staff is horrible. I cant contact staff by phone, email, and the office is closed often due to only having 1 full time employee at a time. I was given instructions on how to correctly break my lease by putting in a 60 day notice, and then paying the fee to break the lease 30 days following. I asked if I could pay the termination fee within 6 weeks instead of 4, and I was given permission from not only the leasing agent but the property manager as well. I turned in my keys the day I flew home to receive medical attention, and the leasing agent forward dated my move out date to the date we agreed upon I would pay the termination fee. Once I left, I could no longer get ahold of the staff in the office. 5 weeks later I finally received an email back, and a phone call. I was told the leasing agent that had been assisting me over the months was on vacation and could not help me nor vouch for our agreement. This I would find out was false, and He was actively avoiding me. I have a voicemail proving our agreement of the extended payment. The office will not abide by the agreement that was made by the office staff and approved by the property manager prior to turning in my keys. I was told I can pay the termination fee on the date agreed upon, but I will need to pay the prorated rent for each day past the 1st. I am being taken advantage of due to my medical disability and due to already turning ******. The leasing agent was being aggressive over the phone, and management stated he did not provide accurate information. I have been mislead, and now im expected to last minute come up with $2400 due to them knowing I have no other option as I have already surrendered my keys and across the country. The assistant regional manager will not assist me, and the agent didnt provide necessary paperwork in my file.

  Business Response

  Date: 09/08/2023

  I am so sorry to hear that your experience within the community has not met your expectations. Customer satisfaction is our top priority, and I am truly sorry that wasn't demonstrated to you.
  While we'd love the opportunity to regain your trust, we understand how frustrated you must be. My deepest apologies for any inconvenience we have caused you. If there is anything that I can do to help with your issue, please feel free to contact me directly at ************. I look forward to hearing from you to discuss a solution to your issues. 

  Best,
  *****************************;
  Regional Property Manager

• Initial Complaint

  Date:08/23/2023

  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.

  On 8/16/23 there was a leak that flooded my apartment. I had not noticed how much water was coming out until 12:45pm. I put in a work order immediately. Within 15 mins the black maintenance man in the apartment showed up. He asked what happened. I told him I didnt know. He proceeded to make inappropriate comments to me. This isnt the first time he did it. Around may of this year, I came down to throw out my trash. I noticed him and asked about a pending work order. He ignore my mention of the work order and proceeded to say You look good. It made me extremely uncomfortable and mad me rush off to my apartment and double lock the door. Since then Ive been praying that when I do an order he doesnt come. Ive been getting the Asian maintenance man since so Ive been safe. Unfortunately, yesterday that changed drastically. I explained to him that I had no idea where the water came from. He said well Ill make this go away for you but what are you going to do for me. I said nothing and immediately called my partner on the phone. He got upset and said this is gonna cost you and then left. Today I get a call stating Im responsible for an over $600 repair. She said something about water being on the counter. I never saw water on the counter but he did say it was gonna cost me. I dont want to believe that he would purposely make it seem like it was my fault but anyone who continues to make inappropriate comments like that will do anything. This feels like retaliation for not accepting his advances.

  Business Response

  Date: 08/30/2023

  Thank you for reaching out about your concerns and we do take them very seriously.  It is my understanding that you have spoken to *************************** the Business Manager in the office and everything has been resolved.  If this is not the case please let me know.

  Customer Answer

  Date: 09/01/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:08/18/2023

  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 moved into *************** on August 1st. On the day of the move in the manager called requesting we move at a later date. This was not possible as our previous lease had ended on August 1st. The manager requests we move in at 5 pm which we had to agree to as this was the only option. Upon moving in we found mold under the sink, massive holes in the walls, the washer and dryer did not fit in the space so it was sticking out awkwardly, and the dishwasher could not open all the way because of improper measurements of appliances, the countertops were not measured correctly which allowed for a gapping space between the appliance and the countertop. The window was broken allowing anyone to open it from the outside which was so dangerous. The apartment was not move-in ready at all even though the lease had been sent in and signed previous to move-in day. The manager did state that it was their fault as they have looked over our apartment with multiple new residents moving in. I sent in videos and pictures complaining and received $100 off the first month and temporary fixes. For example, putting a plank of wood to hold the dishwasher in place. Maintenance came and spray-painted the cabinets which were so stong and I became dizzy and nauseous. The mold I believe is still there because the wall was not removed, it was just covered. I think this was not sufficient as a resolution as the issues are still present in the apartment. The only answer we have received in regard to the issues is it was the renovation company's fault. Though the maintenance team has come and temporarily did a patch-up job, this was such a horrible experience.

  Business Response

  Date: 09/05/2023

  Dear ******, 
  
  
  We would like to express our gratitude for bringing to our attention your concerns regarding the condition of your apartment at move-in. We sincerely apologize for any inconvenience or dissatisfaction you experienced during that time. We want you to know that we value your feedback as it allows us to continually improve our services. 
  
  
  We are pleased to inform you that we have, to great extent, addressed and resolved the issues you raised. Our maintenance team promptly responded to your complaints and took the necessary steps to rectify the situation. We understand the importance of providing a clean and well-maintained living environment for our residents and we regret any oversight that occurred during your move-in process. 
  
  
  To ensure your satisfaction, we have taken the following actions:
  
  
  1. The kitchen cabinet was tested for moisture content with results indicating a moisture content of zero. The cabinet was nonetheless cleaned, treated and repaired. 
  
  
  2. The crevice in your wall, which is needed to contain the thermostat housing, has been covered by affixing a brand new Ecobee thermostat. 
  
  
  3. The window was, immediately after your call, fastened, secured and re-inspected to ensure seal. 
  
  
  I am happy to continue to work with you to ensure your complete satisfaction. I greatly appreciate your understanding and cooperation in resolving any outstanding issues.  If you have any further concerns or require additional assistance, please do not hesitate to reach out. We are here to address any questions or issues you may have. 
  
  
  Once again, we apologize for any inconvenience caused and thank you for giving us the opportunity to rectify the situation. We hope that you find your apartment to be in satisfactory condition and that you enjoy your time in our community. 
  
  
  Sincerely, 

   

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