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

  1155 Herndon Pkwy Ste 100 Herndon, VA 20170

• 

  The Haven at Indigo Square, LLC

  1800 Indigo Market Dr Ste 109 Mount Pleasant, SC 29464

• 

  Crystal Lake Apartments

  7680 W Highway 98 Pensacola, FL 32506

• 

  Lincoln Property Company

  111 N Magnolia Ave STE 1500 Orlando, FL 32801

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:05/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ive lived at ************************** since September 2023, and I am beyond fed up. This has been one of the most exhausting and infuriating living experiences Ive ever had. Since day one, my yard has been a disaster: just mud and standing water with barely a patch of grass. Ive submitted over 25 complaints to the leasing office, and still, nothing meaningful has been done.Managements only "attempt" to fix it was to toss grass seed on top of wet mud, with no prep work, no drainage repairs, and no effort to address exposed water lines or help grass grow. Naturally, nothing grew. It was a lazy bandaid to claim they did something, even though the yard looks the same months later: muddy, disgusting, and unusable.I have two dogs and a toddler who need outdoor time daily, and I cant let them use the yard without tracking the mess inside. I mop my floors two to three times a day. My toddler plays in the mud, which is unsanitary and dangerous, and Im constantly worried about what hes being exposed to.Inside is no better. There are pests: wolf spiders, ants, silverfish, roaches, even rats. When I submitted a pest control request listing the insects, a staff member actually joked about how they like how I know my insects. Of course I do, weve been LIVING TOGETHER for nearly 2 years. That response shows a total lack of professionalism and respect.The yards standing water has become a mosquito breeding ground, and mold is growing outside from constant moisture. That mold gets tracked into the house, and my family has started experiencing respiratory issues that may be tied to exposure. Its gotten so bad weve had to stay elsewhere for health reasonsyet were still paying full rent.************************** is managed by Willow Bridge, and their handling of this situation has been unacceptable. *** asked to be released from my lease due to unsafe conditions, and theyve refused. Im still trying, but management continues to dismiss my concerns like they dont matter.

  Business Response

  Date: 05/20/2025

  Please know that our commitment to resolving the yard concern is active and is being diligently addressed. We have been in the process of gathering contractor bids to fully assess the scope of work needed for the yard.
  
  We understand that previous measures were not successful, due to a combination of factors, including weather conditions. Once specific contractor bids have been reviewed, adjusted as needed, and approved, we will begin the process of bringing the yard back to full usage.
  
  Should the resident decide to vacate the unit, the resident is welcome to do so. However, at this time, a release from penalty for breaking the lease contract will not be approved.
  
  

• Initial Complaint

  Date:05/15/2025

  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 moved into ********************************************************* at ************* on 5/10/25. The move has been terribly stressful and extremely disappointing. The unit was clearly not fully inspected before turning the keys over to me. Below is a partial list of what I've sent to the onsite property management email address. I also have entered TEN work orders for the many issues I've encountered.*Toilet leak. Bolt rusted. They changed out the rusted bolt but its now leaking from the other bolt. The seal inside is not sealing or the fill valve has a crack. Upon closer inspection, the back of the toilet is raised from the floor and the flooring is buckling. There is a stale odor throughout the unit that indicates the presence of MOLD!MY DAUGHTER HAS ASTHMA AND I HAVE CHRONIC SINUS AND ALLERGY ISSUES. WE CANNOT LIVE WITH MOLD! FULL STOP!*The A/C stopped working on 5/13/25. A portable unit has been provided and I'm told a new HVAC will be installed this week.*No screens in half the windows.*Bathroom mirror is peeling.*Range hood fan wouldn't work. It has been repaired.*Oven light doesn't come on. A technician came on Tuesday, said it was stuck so he left to get WD-40. Sprayed it on and left but did not come back to complete the job.*Paint on the side of the kitchen cabinet. (I'm told a vendor will repair)*Toe kick is missing from the cabinet next to the refrigerator. *Tub Drain is disgusting. Covered in paint and rust. (I'm told it will be replaced).*The dishwasher didn't work. It has been replaced with a new one.*The refrigerator seal had to be replaced because it wouldn't fully shut and the inside was sweating.*The shower head wouldn't fully spray. I went two days unable to shower until they replaced the shower head and tightened the spigot. It's still loose.MOVE US TO ANOTHER PROPERLY MADE READY UNIT OR RELEASE US FROM THE LEASE AGREEMENT.

  Business Response

  Date: 05/19/2025

  Thank you for expressing your concerns, and first and foremost, we want to sincerely apologize for the experience you and your family have had since moving into your unit. We understand how frustrating and stressful this situation has been, and we are truly sorry that your home was not in the condition it should have been upon move-in. We take your concerns very seriouslyespecially those related to possible mold and the health of your family. Please know that your health and safety are a top priority for us. I have escalated your concerns to our senior management team, and we are actively working on a resolution. Our assistant manager has been addressing your concerns although most of the concerns that were expressed are normal move in concerns.Even though we thoroughly inspect each apartment , from time to time there are items that are missed or a resident may see things differently. We are more than happy to address them as we have. Again, we deeply regret the inconvenience and frustration this has caused. Please rest assured that we are committed to making this right. After further communication we believe that this home may not be to the satisfaction that you were looking for and may be happier at a newer community. At this time we have agreed to release you from your lease and refund any monies that have been paid to you in efforts to assist you in finding a more suitable home. Thank you for bringing this to our attention, and for your patience as we work to resolve this matter as quickly as possible.
  

  Customer Answer

  Date: 05/27/2025

  I have reviewed the business response and accept this resolution. I will vacate the unit no later than 6/9/25 and will provide the leasing office with a forwarding address for the full refund of fees paid to LYV Six Forks. Nothing I experienced was part of normal move-in concerns and the unit was clearly not inspected. To state that it was inspected, makes this even more egregious. 
  

• Initial Complaint

  Date:05/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had packages delivered April 12th, it was placed in a locker for which the key did not function. I tried to open the locker several times and the key did not work. (This same issue with same locker occured several months ago also) I contacted the business for which this locker is located within, my apartment building. I spoke with them in person multiple times about this issue and they informed me they were going to try to fix it and get my packages out. It has been almost a month that I have been unable to locate the package. After several attempts and weeks of waiting with no action I sent them an email May 6th. They reported the package had been removed from the locker and placed into the package center by the apartment staff. If packages are placed in the package center I typically get a code notifying me to retrieve it. However, I never got a code even though staff says they personally placed it in the package center May 3rd. They sent me a code May 7th after I emailed them asking for a temporary code to look for the package. I searched the entire package room with none of my packages to be found. I emailed them again and they are now saying it wasn't them who placed the package and are unsure of where it was placed and unsure where it is. Even though they previously said they placed it themselves. I am getting conflicting answers on where the packages went and it is highly concerning because they can't provide details of where it went, nor clear details of what happened. The answers are now changing and they are blaming ***** Given the staff is last who had it and they don't know where the package was placed it is concerning it may have been stolen by staff members. Please help me correct this issue to get my packages. I have tried many times to communicate and resolve this issue since April and I have not had a resolution.

  Business Response

  Date: 05/14/2025

  Good Morning, 
  
  In order to better assist you, could you please provide the name of the property that you are referring to? 

  Thank you. 

• Initial Complaint

  Date:05/06/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed a complaint back on 04/13/25 under id ******** stating:I paid Alvista Nine Mile apartments, managed by ******** management $217 on 02/26/25 for an apartment application. They use a 3rd party to do their application approvals. They wanted my full bank statements, which I provided and blacked out half my account numbers, because who gives anyone all their personal information and bank information, that's just reckless! I told them to go ahead and withdraw my application if they weren't going to approve with what they had and return my "hold fee". They agreed and requested my mailing address, I requested they put it back on the card/account they originally took it from. They stated they can't do that and they would mail me a check. I provided my mailing address to them on March 5th. They just sent me a ledger04/11/25, which has been clearly edited. They state the fee I paid was ***'d and they also state it was disputed. I can provide full bank statements since I paid them. The fee was not *** and not disputed! They literally stole my money and refuse to return it. On the ledger you can see they supposedly cut a check on 03/30/25 but on the ledger for 02/26/25 it shows a note payment disputed.They need to be held accountable, I can only imagine how people's money they have stolen and they just give up. I have been emailing and calling these people for the past 2 months. At one point ***** put me on hold for over an hour for the office manager, after an hour someone picked up and hung up the phone, when I called back immediately, ***** stated the office manager was gone and refuses to speak to me! Also they stated ******** has my money, Greystar claims Willow Bridge has my money, Willow Bridge says Greystar/Alvista has my money. On 04/14/25 Greystar/Willow Bridge claimed they were sending my payment, they lied and never did!

  Business Response

  Date: 05/07/2025

  Hello,

  The refund was requested by the onsite team at the time of our last conversation.  Can you please send an updated forwarding address to ensure it was sent to the correct location?  

   

  Thank you,

  Customer Answer

  Date: 05/07/2025

  I am rejecting this response because:  they are lying, i have supplied my address MULTIPLE times! Now that another 3 weeks have passed I need to pick up the check locally! What address did they supposedly send it to? They are lying! It has now been well over 60 days!

  Business Response

  Date: 05/16/2025

  Hello, 

   

  As stated previously this account was under prior management of Alvista Nine Mile.  We requested funds to be sent to us so we could process the refund for the canceled application that took place with prior management.  It seems that check was not received.  Please let us know if there is a better address to have the check sent to, otherwise we will reissue to the original address.

   

  Thank you,

  Customer Answer

  Date: 05/16/2025

  I am rejecting this response because:   i have waited over 3 months for my money! I asked what address they supposedly mailed it to, they won't answer. I have left probably 100 messages they will not return any messages. I need the money either electronically transferred or I need to pick up a check. So they can't keep saying they mailed it when they haven't! I provided my address to alvista, greystar and willow bridge! They never sent my money!

  Customer Answer

  Date: 05/16/2025

  Also I would like to add, IF they would have sent the check to either my old address or my PO box it would have gotten forwarded to my new address. And I have informed delivery, I get emails every single day showing what has been arrived at all 3 addresses! They never sent the check! Interesting how they won't provide the address they supposedly sent it to, because they never sent it! It is now well over 90 days since I paid Alvista Nine Mile! I can only imagine how many other peoples money they have stolen and they just give up.

• Initial Complaint

  Date:05/02/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I lived in Unit 310 at ***************** at ************ for two years. At move-out, I was charged $1,088.08, including $658.85 for carpet and $325 for wall/door repairs. I paid $100 for stovetop resurfacing and $104.23 for utilities the only charges I accept.I disputed the rest due to lack of itemized documentation. The carpet showed normal wear, not damage. I patched all wall holes prior to moving out, yet the property claimed 270 holes without proof. The painting involved a full-unit color change, which is a standard turnover cost. I requested a breakdown of how charges applied specifically to my unit, but this was not provided.Ive asked for confirmation that the remaining balance would not be sent to collections but have not received a clear response. Im concerned this dispute could negatively affect my credit or rental record, despite good-faith efforts to resolve it.

  Business Response

  Date: 05/09/2025

  Our staff provided copies of the invoices for the drywall repairs to Ms. ********* I've provided the pricing breakdown from the contractor which shows that the repair cost were already reduced compared to their standard pricing. Taking into consideration that the resident had filled the 270 holes in the apartment, we reduced the original bill from $795 to $225 which was a fair assessment based on the remaining work to sand and retexture all of the damage. 

  The carpet was newly installed on 03/07/2025 just 5 days before the resident moved in. Taking into account the age and depreciation of the carpet the resident was only charged for the remaining life of the carpet. The reason for replacement was due to excessively heavy staining and high traffic in the bedroom. We had initially valued the replacement on the carpet on the original invoice from 2023. 

  The resident was notified on 05/06/2025 of the removal of the carpet as a good faith gesture to. That being said the drywall damage was evaluated as a fair assessment and the charges remain. The resident has not responded as of today 05/09/2025. 

  Business Response

  Date: 05/09/2025

  The file folder with the photos of the move out condition is too large to send to you directly. I've attached the ****** Folder for you to review the photos if necessary. 

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

  Kind regards, 

  ******* Oshiokpu

• Initial Complaint

  Date:04/30/2025

  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 am writing in response to the Notice of Termination of Lease served to me on April 29, 2025. I would like to formally contest the claims made in the notice and express my deep concern with the allegations being presented. First and foremost, I want to state unequivocally that I have not been convicted of any crime. The recent arrest mentioned in your notice was the result of a personal misunderstanding that is currently being fully resolved and dismissed through the appropriate legal process. No charges have been finalized, and I maintain my full innocence.Regarding the claims of marijuana usage on the premises, I strongly dispute any accusation that I or my guests have smoked on the property. In fact, there have been numerous occasions where marijuana smoke was clearly present in hallways and stairwellsoften on multiple floors of the building, far from my own unit. To single me out without any verified evidence is both unjust and discriminatory.Additionally, I have documented instancesincluding photos and videosof other residents actively smoking on the property, as well as repeated invasions of my privacy. I have footage of building staff approaching and even peering into my balcony at late hours of the night and early morning. On several occasions, this has occurred while I was in a private state, creating a deeply distressing and inappropriate situation that I consider to be harassment.Since moving in, I have felt consistently targeted. Nearly every minor occurrence has led to a formal complaint or threat against me. Despite this, I have maintained a clean, safe, and respectful living environment. I have no prior criminal record, nor have I ever posed a threat to the safety or well-being of others in the community. I ask that my right to due process and equal treatment be respected.This letter serves to dispute the claims made in the termination notice.

  Customer Answer

  Date: 05/16/2025

  I Do Not Accept the Response Submitted by Willow Bridge Property Company
  
  
  To the Better Business Bureau:
  
  
  I* ***** Hysenagolli* am formally rejecting the response submitted by Willow Bridge Property Company* as managing agent for AH **** ***** Property ********* d/b/a ******* (hereinafter "*******" or
  "Business")* their legal counsel ( **** R. ******* Esq.) * and property manager ****** Bourroul concerning BBB Case No. 23269494.
  
  
  Their response omits and misrepresents the extent of legal violations* abuse* discrimination* and emotional harm I have suffered while residing at ************************************************************************************. The business has failed to address numerous breaches of federal housing law* Florida tenant protection statutes* and basic human rights protections.
  
  
  
  
  
  
  
  
  I. 
  Violation of Habitability and Building Safety Laws
  
  
  
  
  Under Florida Statutes ***** and 24 CFR ******* (HUD standards)* landlords are required to provide a safe* habitable home. ******* has consistently failed to meet these legal duties. Examples include:
  
  
  Exposed* uninsulated electrical wires left accessible to residents and guestsposing a fire hazard and direct safety threat.
  Mopped floors left saturated without any wet floor signage* which resulted in dangerous slip conditions. I have photo evidence and documentation of this.
  General failure to maintain communal areas and hallways to a safe and livable standard.
  
  
  
  
  These are clear violations of both state and federal housing safety codes and breach the Implied Warranty of Habitability* which all Florida landlords must uphold.
  
  
  
  
  
  
  
  
  II. 
  Severe and Ongoing Retaliation & Lease Manipulation
  
  
  
  
  ****** Bourroul and her management team have intentionally retaliated against me and my partner* Ave Solaymanov* for exercising our legal housing rights. Their actions include:
  
  
  Repeated false accusations of lease violations to justify intimidation and threat of eviction.
  Issuing a second unlawful 7-day notice to vacate* after previously serving a 7-day notice to curea direct violation of Florida Statute ****** which prohibits stacking conflicting notices.
  Refusal to finalize Ave Solaymanovs addition to the lease despite his full access to the property* receipt of entry keycards* and documentation confirming resident status.
  
  
  
  
  This conduct violates Florida Statute ****** which forbids landlords from retaliating against tenants or their guests* and it also undermines Aves and my housing rights under the Fair Housing Act (42 U.S.C. 3604).
  
  
  
  
  
  
  
  
  III. 
  Violation of Privacy and Unauthorized Entry (Fourth Amendment & ****** Florida Statutes)
  
  
  
  
  One of the most egregious acts occurred when ******* staff entered our apartment without prior notice or authorization while my partner was completely ***** violating:
  
  
  Florida Statute *****(2)* which mandates reasonable notice (at least 12 hours) before entering an occupied rental unit except in emergencies.
  Fourth Amendment protections that guarantee privacy within ones home.
  Common decency and dignitythis incident was invasive* humiliating* and traumatizing.
  
  
  
  
  This behavior is not only unethicalit may constitute civil intrusion* harassment* and violation of tenant privacy under both Florida and federal law. We have documented this incident and are prepared to include it in any further legal proceedings.
  
  
  
  
  
  IV. 
  Harassment* Discrimination* and Emotional Damage* religious discrimination* inhabitable* living* made feel unsafe & by property manager & legal council who have threatened to forcefully remove me from my home without probable cause. Who have been retaliating towards me and my partner just for defending myself and my rights. We are American citizens and we are aware of the rights that we have.
  
  
  
  ****** Bourrouls pattern of unprofessional* abusive behavior includes:
  
  
  Screaming at me publicly* making unfounded accusations in a degrading tone.
  Blaming me for violations committed by ******* staff* such as unauthorized smoking* which I have documented.
  Denying access to Ave* even though he had already been granted digital and physical entry to our residence.
  
  
  
  
  These actions are discriminatory and retaliatory in nature and violate Section 818 of the Fair Housing Act (42 U.S.C. 3617)* which prohibits interference* intimidation* or coercion against a resident exercising their rights.
  
  
  As a result* I have suffered severe mental and emotional distress* requiring hospitalization and ongoing care. The stress inflicted by ******* has deeply impacted my health* peace of mind* and security.
  
  
  
  
  V. 
  Failure to Meet Legal and Permitting Requirements
  
  
  
  Records suggest that certain units in the building lack proper Certificates of Occupancy* and there are permits missing for structural and safety compliance. This constitutes:
  
  
  Violation of Florida Building Code* which requires full permitting for occupancy.
  Misrepresentation of the units legal rental status.
  
  
  
  This raises serious questions about the legality of Arvellas operations at this location and the validity of their lease enforcement practices.
  
  
  
  
  VI. 
  Bad Faith ******* and Refusal to Resolve Amicably
  
  
  
  Despite multiple attempts to resolve this matter in good faith* ******* and its attorneys have refused to take accountability. They issued contradictory notices and eventually claimed they would drop all chargesan acknowledgment that their actions lacked legal basis.
  
  
  
  
  
  
  
  
  Final Position:
  
  
  
  
  The violations committed by ******* and its representatives include:
  
  
  Breach of Florida Statutes ****** ****** ****** and *****
  Violation of Fair Housing Act 3604 & 3617
  Violation of Fourth Amendment privacy rights
  Breach of HUD Housing Quality Standards (24 CFR *******)
  Potential civil torts including harassment* retaliation* and intrusion of privacy
  
  
  
  
  I have:
  
  
  Photographic/video documentation
  Witness accounts
  Hospital and medical records for stress-related illness
  Email records confirming Aves lease process and access
  Security logs and card access proof
  
  
  
  
  Until the business acknowledges and remedies these legal breachesi  will not accept this case as resolved.
  
  
  I will escalate this case to federal housing authorities* the Department of Justice* and civil court if necessary.
  
  
  Sincerely*
  ***** Hysenagolli
  **************************************************************************************************
  
  

  Business Response

  Date: 05/30/2025

  The business will not be responding any further as this case is pending with the courts.

• Initial Complaint

  Date:04/30/2025

  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 am writing to formally express my concerns and disappointment regarding the handling and denial of my recent rental application for an apartment at ***********************, managed by Willowbridge Property Company.On April 25, 2025, I submitted an application for tenancy, which was declined on April 30, 2025just one day prior to my scheduled move-in date of May 1, 2025. The stated reasons were "Rental History Does Not Meet Property Requirements" and "Insufficient Income to Support Rent," per the attached adverse action notice from RentGrow. I respectfully contest both of these reasons for the following reasons:Sufficient Income: I meet the 3x income requirement as stipulated in your rental criteria. Documentation of my income was submitted with my application and should clearly demonstrate that I am financially qualified.Past Rental Debt: It was communicated to me by your leasing agent that any past rental debt would need to be resolved to proceed with the application. I complied with this request by providing proof of payment in full. I was assured this would be sufficient to move forward with approval.Despite satisfying the stipulated conditions, I was informed just one day before my scheduled move-in that my application would not be approved. This last-minute communication has caused significant disruption and hardship, including loss of time, effort, and financial planning already invested in anticipation of my move.Given these circumstances, I request the following:A written explanation for the denial, specifically addressing why the application was rejected despite fulfilling the income and rental debt requirements.A review and reconsideration of my application based on the documentation provided.Clarification of the internal criteria and decision-making process that led to the denial.I believe this situation was handled in a way that lacked transparency and fairness, and I urge you to rectify it promptly.

  Business Response

  Date: 05/07/2025

  Our income requirement is 3.5 times the monthly rent. We do not accept landlord debt of any kind. Unfortunately, based on these policies and to ensure we follow proper fair housing laws, this applicant didn't qualify. What we do for one, we do for all. 

  Customer Answer

  Date: 05/08/2025

  I am rejecting this response because:  3X rent in total monthly gross is listed as the income requirement in the rental criteria. Additionally, the rental debt, which I acquired from an apartment I was the guarantor for has been paid in full and proof of payment was provided as requested by the leasing agent. Lastly, I have still not received my deposit refund. 

  Business Response

  Date: 05/14/2025

  A refund check (check #****) was issued on 5/7/2025 and mailed out on 5/8/2025 so it should be in route, unless it's been received already. Thank you!

  Customer Answer

  Date: 05/14/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:04/28/2025

  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 was told I would recieve my refund via mail, and have yet to recieve it. Ive called and sent several emails to get an update literally no response. No way yall take someones money and refuse to communicate. All I want is my money back and go on my way

  Business Response

  Date: 04/28/2025

  Hello, 

  To better assist you, could you please provide me with the name of the property that you are referring to? 

  Thank you.

  Customer Answer

  Date: 04/28/2025

  ********* in belton mo

• Initial Complaint

  Date:04/26/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Went to tour an apartment, put a hold on it as it was stated that if I didnt like the apartment and stated so with 48 hours, then I would be refunded. The leasing manager stated in an email multiple times he was getting me my refund and its almost been a month since. Timeline:Paid Hold and Application Fee: 4/3/2025 Tour Date: 4/4/2025 Application Approval: 4/5/2025 Lease Rejection: 4/6/2025 I have all of this within an email thread and specifically stated I would file this complaint if I did not receive my payment before the end of the month and was told almost two weeks ago I would receive a check in the mail.

  Business Response

  Date: 04/28/2025

  Hello, 

  To best assist you, can you please provide me with the name of the property that you are referring to?
  
  Thank you

• Initial Complaint

  Date:04/22/2025

  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 was towed from my own residence. Even after I added my vehicle to my profile on March 16, 2025. Was not given a warning had been parking with no problems till April 9, 2025. Maybe leave a sticker or ticket on the cars. Then when i was towed I wasn't informed I had to investigate and call around till I found the vehicle which adds more time to your towing bill if you don't get it within 12 hours. I fell that the apartment complex is responsible for not providing my vehicle information to the towing company. When i went to sign for the apartment I was not given a property tour instead of me going on my own maybe if they would have actually showed me what and what not to do all I was told DO NOT PARK where there is a garage. Office offered me half of the towing cost I am not happy with that I don't have money to spend especially in todays market on a careless oversight mind you I am a new tenant it is not like I have been doing this the whole time. first 2 days I had a water leak they repaired it and I didn't complain but this is ridiculous I am their resident and I have only been there a month. I have attached my profile screen shot from the apartment app and the receipt. I would like a full refund even if it is just credited to my rent balance. See profile screen and receipt

  Business Response

  Date: 04/28/2025

  While the tow that was completed was completed within stated policy of the community, we recognize that this policy could not have been adequately conveyed to the resident, and as such have revised our prior offer to issue a credit for half of the total of the vehicle recovery fee, to an offer of $500.00 as a rent concession to cover the tow and the cost of the inconvenience. As of the time of submittal, the resident has not accepted this offer which was made via email. A voicemail was left on the resident's cell phone to request call back so the offer could be issued verbally. Further, I have connected the resident with the Business Manager via email to ensure she has a full understanding of the community's parking policies and procedures including the towing of vehicles to avoid this type of incident in the future.

  Customer Answer

  Date: 04/28/2025

  I have reviewed the business response and accept this resolution.