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:10/05/2022

  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.

  Lincoln Property Company's Lack of Due Diligence and Organization is causing me major debt and homelessness! Last year, I had applied to ********** Relief, I was approved for several month of rent so a check for $5800 was sent directly to my community, it was posted and cleared.
  Months later the community received a second check without my knowledge, directly from ********** Relief, then posted it to my account, again, without any notification. Once i discovered the second credit, almost a month later, i went directly to the office and spoke with the Community Manager, ****** ***** Directly, and asked about this credit, She stated they had received this credit "a month ago and even if it was a mistake, It's already cleared so nothing can be done now".
  Well now, almost 10 MONTHS LATER, i get an email, from this same community manager, ****** ***** sends me a vague email, (just MINUTES from their office closing, knowing i couldn't call for questions), that the payment plan she confirmed 10 months ago, did not clear and they JUST NOW caught that the payment was stopped back in January 2022.
  Now they are asking me to pay this balance back in full or spread it across my 12 month lease renewal, meaning I would have to pay an additional $466/mo ON TOP of rent! No one can do that! Ive this job and i know how it works, if Lincoln would have caught this Stopped Payment when it happened, i would have only been about a month behind and could have easily been caught up. But 10 months later to catch a stop payment that i did not even authorize?? NO way this is right!

  Business Response

  Date: 03/17/2023

  Business Response /* (1000, 5, 2022/10/18) */
  This resident (and former employee) applied for and was approved for rental assistance from ***** ***********. *** subsequently sent the property two checks on behalf of this resident. It is the resident's responsibility to confirm all monies sent and received on their behalf, as they are the ***** *********** applicant. The resident was made aware of this fact when he came to the leasing office to inquire about the second check received from TRR and applied to his resident ledger. The resident did state during this conversation with the assistant property manager that he believed he applied for recurring assistance from **** ***** *********** did stop payment on one of the checks. The resident was made aware upon the property discovering the stop pay, which has since included many emails and telephone calls with the resident from the property's Assistant Vice President, offering him payment arrangements to repay the rental assistance over the course of a year.
  However, the resident is obligated under the terms of his lease to pay his legally contracted rent and at no time has eviction been threatened to the resident, nor has the stopped payment balance been added to his account ledger. We have only asked for a reasonable payment arrangement from the resident, to which he has demanded the entire balance be waived. At this time, the resident owes both the rent from four months credited from the second rent relief check that was not received by the property due to the stop pay as well as over two months of current rent due. Subject to his current delinquency being resolved he has been offered the opportunity to renew his current lease under the same requirements of any other current resident.
  Thank you for your time, attention and consideration of this response.
  
  
  Consumer Response /* (3000, 11, 2022/12/13) */
  Lincoln Property Company's Lack of Due Diligence and Organization is causing me major debt and homelessness! I had applied to ***** ***********, I was approved for several month of rent so a check for $5800 was sent directly to my community, it was posted and cleared. Months later the community received a second check without my knowledge, directly from ***** ***********, then posted it to my account, again, without any notification. Once i discovered the second credit, almost a month later, i went directly to the office and spoke with the Community Manager, Nicole Lott, and asked about this credit, She stated they had received this credit "a month ago and even if it was a mistake, It's already cleared so nothing can be done now. Now, almost 10 MONTHS LATER, i get an email, from this same community manager, ****** Lott, sends me a vague email, hat the payment she confirmed 10 months ago, did not clear and they JUST NOW caught that the payment NEVER cleared! Now they are asking me to pay this balance back in full with no other options! I had a meeting with one of the VPs of the district, *** ******** This man was extremely rude, petty and immature, also broke several FAIR HOUSING laws in our meeting, He asked me several times, what I did with my money instead of paying rent and saying that he doesn't want to let me renew in the Apartment just because I told him I didn't have the money to pay this balance back and that does not assure him that I could pay my money going forward. I guarantee if I had recorded this meeting, this man would have been instantly fired and under investigation. I was ganged up on in this meeting by the Regional, ***** ******* and *** ********* treating me like I DID Something wrong, like this is my mistake!! THEN I was told by the Assistant of ****** ****** that she would be giving me a call about the situation, it has now been over TWO MONTHS with no call from her. I have called almost daily to speak to hear and STILL NO RESPONSE!
  
  
  Business Response /* (4000, 15, 2022/12/19) */
  The consumer's case is with our legal team and the consumer has been informed that all communications **** be moving through those channels.

• Initial Complaint

  Date:09/22/2022

  Type:Customer Service 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.

  see attached
  

  Business Response

  Date: 11/10/2022

  Business Response /* (1000, 5, 2022/09/22) */
  In order to provide further assistance, please provide the name of the community you are referencing.

• Initial Complaint

  Date:09/20/2022

  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 moved in on March 1st 2022. My neighbors at unit 105 moved in on April 1st. It is a couple with four children. They stomp on the floors and throw balls at the walls even late at night. I have called, emailed, contacted the courtesy officer and today is September 20th and the issue has not been resolved.
  Today, the children were dropped off at home with no supervision while I was on a call with a client and the clients heard the children yelling and screaming and I had to end the call.
  I continually call the management company and the overwhelming response is that I must record them and bring the recording or email the management company for proof before they do anything. The recording does not grab the depth or the echo of the walls and the floor vibrating nor the feet stomping up and down the three flights of stairs.
  The management has given me the option of moving at a cost of $750.00 to move to another apartment and of course all the moving expenses that comes with moving to another unit. I find this costly and I don't understand why I am the one who has to move and why they have not been vacated by now. My neighbors have also complained multiple times.
  

  Business Response

  Date: 11/22/2022

  Business Response /* (1000, 5, 2022/09/29) */
  Response attached in PDF format.

• Initial Complaint

  Date:09/15/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to consult on a case. I was given last night the following **** (attached) from Lincoln Management. I have never personally meant them since they acquired the property on July 1, 2022.
  I moved out of this apartment on July 1, 2022. I continued to pay rent but notified them I was no longer in Albany.
  I moved to Brooklyn. I stayed there a week and moved because of the health risks with the cleanliness no less. I have multiple sclerosis, and the landlord terminated my lease without consequence. I then moved to the Lower East Side because my father was ill and eventually settled in West New York. All along I never went back to Albany after the movers left the apartment.
  I never paid a late **** or had an issue with the previous management. I was in good standing.Suddenly, I was told there was a pest control issue in the entire complex. Never was my apartment singled out.
  According to the management property, they would have to enter, which was a preventative issue for the next 3 months for the entire complex. All this was communicated over email but never an indication that they would **** me for it or blame me. I understood that because I was not living there, roaches could enter and I could not counter them as residents who were still living in their apartment. They sprayed on 9/4. They did not provide a 24-hour notice they would enter. I expressed concern for my not being there and asked if they could delay since I could not clean the dead roaches.
  Why is this an issue?Eggs can hatch from dead roaches and reinfest.
  Not only did they **** me for all the pest issues (and I paid maintenance fees and never actually had my apartment sprayed during my whole time there.)
  Rent p 8/8, I was told I had a zero balance. I believed this was correct as I never paid a late rent. I inquired with them since I could not access the tenant portal anymore. They told me they had a new portal system and would notify me if this balance changed. They did not.

  Business Response

  Date: 12/30/2022

  Business Response /* (1000, 10, 2022/10/20) */
  I apologize for the inconveniences you have had during our recent change in mgnt. We have replied to your emails and requested entry.
  I attached the photos you provided at move out. I also included the photos I took of the apartment.
  The condition I received the apartment in was as follows: The apartment had a strong pet urine odor. The floors are damaged from pet urine. The apartment appliances, walls, countertops, cabinets, shower, tub, toilets, floors, and window sills were not cleaned. Drywall was torn from the walls. Live and dead roaches were throughout the apartment. Trash left in the apartment and four shelving units.
  Our team was aware you were away. They tried to assist with the pest control issue by having pest control service the apartment. The pest spread into our lounge area that is next to the apartment. Trash bags with live roaches were left in the trash chute room instead of the outside dumpster causing a pest issue in the trash chute area and immediate hallway.
  The emails you sent us on August 30, 2022, you stated "My husband is there today.
  Surprised to find that the movers left the place the way they did (unkept and unpacked.) We paid for a special service where they would clean out perishables and leave everything packed and clean." "We were mortified with the state of the place and all that was left given the paid agreement we had with the movers (we move U.) I had no idea they left behind banjo, computers, etc. We have only now really started to unpack in our new place because we were in Brooklyn before that (unpacked.) So I do apologize for this although ***** is working on clearing out the place. My husband is doing his best and throwing out what he cannot bring back. Speaking with the maintenance guy, who is a gem, he told him they want to go in and paint and get it ready and explained what happened. So we're going to discard what does not fit in the U-Haul." As you were surprised by the condition of the apartment, so was I.
  The lease agreement charges are per item and would have totalled $1,200 for the cleaning. I charged $350. The apartment was not cleaned.
  The utilities are the responsibility of the resident until we receive possession of the apartment. The electric bills are for July 1, 2022 to August 31, 2022 totaling $273.80
  The hardwood flooring **** cost us $22,000 to remove, seal the flooring, replace, add new molding and discard. There is heavy pet urine damage on the flooring. The lease agreement states the flooring replacement is at cost. We charged a total of $13,548.
  The vacancy loss on the apartment is close to $2,000 due to the pest issue.
  The charges are based on the utilities, cleaning and damages in the apartment.

• Initial Complaint

  Date:09/14/2022

  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 moved out and turned my keys on August 5th at The Catherine Roswell. We paid a $2000 deposit up front when moving is as our security deposit. They stated it would be mailed within 30 days. I provided a correct address. I contact the leasing office August 31st asking where it is because it's approaching the 30 days. They send me a screenshot stating that they have already completed the statement on August 20th and it should've arrived by now. I waited patiently a few more days and still never recieved. I triple-checked that the address was correct and it was indeed correct. I contact the manager again and she emailed the accountant at corporate September 1st for a update. The accountant doesn't respond to the leasing manager till Tuesday (It was labor day weekend and the office took a long holiday and were off Friday) which is honestly ridiculous. Some people need this money. The accountant than tells my leasing office manager that the check was cut Thursday September 8th which means it should've been mailed that day or Friday. It's now 4-5 business days later and still no check recieved. It shouldn't take this long to come from Dallas to Georgia. I've tried reaching out to corporate and I left the regional manager a voicemail and never heard back. This is ridiculous. Georgia state law states that you must recieve your deposit check within 30 days. This shouldn't be this difficult.

  Business Response

  Date: 11/03/2022

  Business Response /* (1000, 5, 2022/09/19) */
  I spoke to ***** on Friday, September 16, 2022 and apologized for the delay in processing his refund. I was able to confirm with accounting that the check would be cut and overnighted to him that afternoon. I asked ***** to give me a call if he did not receive it by Tuesday.
  
  
  Consumer Response /* (2000, 7, 2022/09/20) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  The issue has been resolved and I appreciate the district managers help. She was quick to resolve my issue.

• Initial Complaint

  Date:09/13/2022

  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.

  The nature of the dispute is regarding a mishandling of a resident. During the pandemic I had several issues and corrected them with the office manager before the property was transferred over. My balance was wrong and my lease was renewed but never given to me. I renewed several times and the issue was with the system. This left me homeless since January 31, 2022. I'm still homeless because the rent owed is now on my credit report prohibiting me from getting off the streets. Losing my lease and having a balance that isn't true is more than mishandling it's demeaning because I've been more than forthcoming with the management to be treated so poorly. My apartment had mold and I have no tonsils and they moved the neighbors into a new apartment and left me to die after complaints that I can't wake up for work. Only to have the work done and the window continue to leak. My kids are with me and now they can't because of mishandling. I hope this finds someone that can help me. It's now 8-9 months and I still haven't received my security deposit.
  

  Business Response

  Date: 01/04/2023

  Business Response /* (1000, 5, 2022/09/15) */
  To better assist you, can you please state the apartment community being referenced.
  
  
  Consumer Response /* (3000, 7, 2022/09/16) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The property is Mezzo of Tampa Palms. ****************************.
  
  
  Business Response /* (4000, 14, 2022/10/21) */
  Unfortunately, we are not able to help resolve this issue. The property was sold on December 21,2021 and Lincoln Property Company no longer managed Mezzo of Tampa Palms after that time. This **** need to be addressed with with the new management/owner. The security deposit transferred to them when the property was sold. They should have sent a final accounting statement regarding the deposit and any charges. They also would have been the ones who reported the balance owed to the credit agency. Kind regards.

• Initial Complaint

  Date:09/08/2022

  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 resided in 400 North Apartments for a period of almost 2 years. My apartment # was 586.
  I am requesting this company to stop all reports under my name that I supposedly owe due to the alleged accusations that the carpet was damaged. First, carpet was given USED and not brand new. They allege that I damaged the carpet with some stains, that dont make any sense and I guarantee that I was not responsible of the damage of the carpet. I was requested to leave keys inside apartment because they(management) were having a Christmas party, so I did. My file was closed and all debt was satisfied, later I get a email that there was stains in the master bedroom supposedly some stain from a liquid. Master room carpet was not replaced when we first moved, I have zero incidents in that rooms of any liquid damage, before we moved the last people who lived there had already the apartment in horrible conditions, lots of damage what seems to be bitten by a dog. I tried to dispute and the only evidence was pictures supposedly taken as evidence of the carpet being replaced due to damaged, this claim made AFTER I satisfied my debt and all the dues. Now they say I did it, with 0 evidence, the carpet I received was already second hand and not new. I never received any letter of claim and no legal form that I am being accused of damaging the carpet. I did not damage the carpet, matter of fact the apartment was given in BETTER condition than received. I received a letter of a collection I did not even know I was being accused from. Made pursuant to 15 USC 1692g Sec. 809 (b) of the FDCPA I request validation of this accusation and to stop any reporting under my credit report because this is a Violation of the Fair Debt Collection Practices Act and Defamation of Character. I request withdraw of the claim under the collection agency and to stop report (if reporting) any negative and un-accurate information under my equifax, transunion and expedia credit file, until VALIDATION is completed
  

  Business Response

  Date: 11/03/2022

  Business Response /* (1000, 5, 2022/09/12) */
  Hello ******,
  
  It seems our collections agency had a glitch within their system and pulled balances from 400 North that were not intended to go to collections. We have reached out to the collection agency directly and they removed and closed any derogatory credit listing with your account.
  
  Please see attached letter from National Credit Systems and please contact them directly if you have any further questions.
  
  We apologize for any inconvenience or misunderstanding!

• Initial Complaint

  Date:09/07/2022

  Type:Customer Service 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 been watching price adjustments on the Catherine's website for several months. I have witnessed and additionally been told by representatives of the Catherine that their prices change every 24 hours. Based on observation, price fluctuations on their website occur by a very direct result of supply and demand, or lack thereof. This location has had seemingly dozens of different representatives in their front office over only a few months and experiences a high level of turnover.I was told prior to reserving an apartment that if another apartment became available at a lower rate we would get the lower rate. We requested to switch to 3437 from 2224, the same floor plan but in a different location, a few weeks ago. 3437 had a lower rate, but the rate listed in our new welcome letter does not match what the rate was when we first requested 3437. Furthermore, the quotes listed in the image attached for 2224 are far below the rate currently listed in our agreement. The business refuses to honor any price changes despite the fact we have not moved in or signed a completed lease agreement. This business has extremely deceptive pricing practices - if the software governing the prices listed on the website increase, they are happy to defer those costs to future tenants, but have consistently resisted honoring price decreases, oftentimes telling us "the website is wrong." There is absolutely zero cost transparency at this location and they are happy to manipulate the price as long as it serves only the interest of the business and have little regard for consumer trust.They claim that we are rate locked, but we never agreed to any rate lock, and they've already adjusted our price once! Saying that we are locked contradicts a change they have already made.Simply looking to have the same advantages as anyone else who rents under their public, advertised rates on their website. Transparent and consistent pricing is necessary!

  Business Response

  Date: 11/09/2022

  Business Response /* (1000, 6, 2022/09/08) */
  Our pricing structure changes daily because we use AL Revenue Management. This does change pricing on availability. When you rent a home, you lock in your rate for your unit. That means if the price goes higher for the floorplan, you do not have to pay more or vice versa. Each unit is uniquely & individually priced on that specific unit, move-in date, and lease term. No two units/leases are alike because we offer dynamic pricing. We let Mr. **** know that if he wanted a different unit that was lower in the price we could transfer his unit, but we could not honor the same rate. We made the transfer for Mr. **** to the lower-priced unit as he requested even though he switched units weeks after his application was placed, meaning the rate he is going to receive is from a different pricing timeframe. The rates are based on not only occupancy, but a floor level, view, and location. For the timing in which he applied he received accurate pricing, the rates he is seeing online are reflecting applications being placed currently. Have spoken with and accommodated Mr. **** on multiple occasions, but with changing his rent amount, we are not able to accommodate him. We are willing to return his application fee and admin fee if he still feels the unit is out of his price point.
  
  
  Consumer Response /* (3000, 8, 2022/09/09) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  "Our pricing structure changes daily because we use AL Revenue Management. This does change pricing on availability."
  
  - The pricing structure changes due to an algorithm that has a major supply and demand component. For example, if we were to withdraw our application and put our current reserved apartment back on the open market, I strongly suspect that the current prices on all available B2 floor plans would drop again significantly.
  
  - By changing the projected move-in date on the Catherine's online leasing website, we can see that there are 3 available B2 floor plans available between now and September 15th, with at least 2 more becoming available moving forward to October and November. ALL of the prices listed for these units are lower than our current quoted rate, with our previously reserved unit of 2224 showing 2240 per month as of today. Something the business is trying to establish but not acknowledging is that we have NOT moved in yet and are under zero obligation to give our business. We have not finalized a leasing agreement, and I will add again - that upon initial reservation, we were PROMISED that we would be able to take advantage of any price decreases PRIOR to move in. We are not asking for anything out of the ordinary - just a fair price at current market conditions. I will also note that nowhere on their leasing agreement or website does it say "once you reserve, you are not eligible for any future price decreases" > Why does the business not communicate this before hand, publicly, transparent for all to see? Deceptive!
  
  "When you rent a home, you lock in your rate for your unit. That means if the price goes higher for the floor plan, you do not have to pay more or vice versa. Each unit is uniquely & individually priced on that specific unit, move-in date, and lease term. No two units/leases are alike because we offer dynamic pricing."
  
  - We signed nothing saying that our rate was not eligible to go down, in fact, as I mentioned previously, I specifically asked the Catherine's representative upon initial reservation if we would be eligible for any future price decreases - we were assured that YES we would be able to take advantage of any price decreases. It's worth mentioning that we aren't talking about small differences of 10 or 20 dollars a month - 2240 is currently over $200 a month lower than our current "reserved" rate.
  
  - Each unit is not uniquely and individually priced, as referenced by the screenshot attached to this response. As of today, units 3102 and 3106, both B2 type floor plans (the same floor plan as our current reservation) are both priced exactly at $2285-3066 per month. Unit 2224 is priced very similarly but even lower at $2240-3008. All of these quotes are approximately $200 per month lower than our current reservation. The statement that no 2 units are alike is categorically false.
  
  "We made the transfer for Mr. **** to the lower-priced unit as he requested even though he switched units weeks after his application was placed, meaning the rate he is going to receive is from a different pricing timeframe."
  
  - Yes we did switch - something we were ASSURED that we would be able to do upon initial reservation. This business makes promises in person but fails to uphold them. We were switched to a different unit on the property and at a different and lower rate! Which tells me they CAN and HAVE made changes in the past, but denying our current request to take advantage of the lowest advertised rate is arbitrary, capricious, and discriminatory! There was nothing ever communicated to us that we would not be eligible for future price decreases, in fact - the opposite!
  
  "The rates are based on not only occupancy, but a floor level, view, and location. For the timing in which he applied he received accurate pricing, the rates he is seeing online are reflecting applications being placed currently. Have spoken with and accommodated Mr. **** on multiple occasions, but with changing his rent amount, we are not able to accommodate him. We are willing to return his application fee and admin fee if he still feels the unit is out of his price point."
  
  We do not accept this response from the business, as there is nothing in writing or on their website publicly and transparently showing that we are not eligible for the current advertised rates. We have not moved in yet so effectively the business is arbitrarily applying the market conditions from the summer to the market conditions now - definitely not prioritizing customer satisfaction! This business makes promises to get customers in the door but then falls all over itself when it comes to upholding those promises - consumer beware!
  
  
  Business Response /* (4000, 10, 2022/09/19) */
  Mr.**** we understand that you are upset with our prices and the way the market rates change with the market. We have offered to return your application and admin fee back. If you have any questions please let us know.

• Initial Complaint

  Date:09/02/2022

  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.

  My apartment renewal offer stated $0 pet rent would be offered if we choose to renew our lease. See the attached document. This document was sent via email and printed out and taped to our door. I was surprised to learn that my lease stated $15/month pet rent instead of the $0/month quoted in the renewal letter. On 8/26/2022, I called the business manager at the Homes of Prairie Springs - Patricia G***** and she then told me it was "common sense" that there would be pet rent even though their letter states otherwise. I then explained that the renewal offer the Homes of Prairie Springs generated did not state there would be pet rent and instead said $0 so it was not common sense. After calling twice on 9/1/2022, Patricia G***** emailed me and said she spoke to her supervisor and they would charge $12/month instead but that is still not what they guaranteed in the renewal letter. It is a misleading and unethical business practice to not honor a price the business quoted. I would like the Homes of Prairie Springs to honor the $0/month pet rent in the lease because this was a deciding factor in us renewing our lease.

  Business Response

  Date: 11/09/2022

  Business Response /* (1000, 7, 2022/09/19) */
  While we strive to ensure documentation is accurate we do have system errors at times. This was a error on the letter that was missed and should have reflected the pet rent that was stated on your lease. Due to the error we will honor the waiving of the pet fee. It is our goal to ensure you have a positive experience while living at Homes of Prairie Springs and hope this will encourage you to finish your stay at our community.

• Initial Complaint

  Date:08/23/2022

  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.

  Hello:
  I have attached all email communications with Reserve at ******* and *********** I moved out of the Apartment Complex that is ran by Lincoln Property Manager in April 2022. There was a issue with one of the utility bills upon moving out. My roommate and I were billed twice for one month. I reach out to Conservice and Reserve to correct this issue. They since me a refund for my April 2022 move out, but the Apartment Complex has not responded to none of my calls to correct the bill. I have not cash that check because they need to send another one. I have told the Utility Company to send me to me directly because this complex does not have a good track record of communication. I need help to receive my credit back and deposit check re-issued with complex.
  Thank you ******

  Business Response

  Date: 11/21/2022

  Business Response /* (1000, 5, 2022/08/24) */
  I am the new property manager on site and did not complete this trascation but by looking at the ledger the charges match the bill. Could you provide more details where it doesn not macth so I can further assist? This property did not have a manager for almsot 2 months which is where the lack of reponse is coming from as there was only one person working when there should normally be 3. We are fully staffed now and I would be happy to further assist.
  
  
  Consumer Response /* (2000, 7, 2022/09/01) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Hello, I would just like my refund from my deposit credited and adjusted utilities. I was told by the Utilities Company since you all closed the account, you all would have to make the adjustments. I was overcharged an additional 20 days. I currently have the check from complex that was sent out and it was wrong because my 20 days credit was not on there. I have not cashed that check because I want the check to be corrected. Thank you
  
  
  Consumer Response /* (3000, 12, 2022/09/13) */
  I have not heard anything from the company regarding my refund check.
  
  
  Business Response /* (4000, 14, 2022/09/16) */
  I need to know what dates are being referenced when saying 20 days credit?
  
  This is the math that was done to get to the current refund.
  1,245.20 Prorated Rent 4/1-4/22
  44.00 Prorated Storage 4/1-4/22
  110.28 Elec 1/19-2/18
  79.95 Other Utilities 2/7-3/9
  224.12 Elec 2/19-4/22
  106.84 Other Utilities 3/10-4/22
  1,810.39 Total Owed
  1,479.43 Payment
  
  450.00 Deposit
  
  1,929.43 Total Credits
  1,810.39 Total Charges
  -1,929.43 Total Credits
  -119.04 Total Refund
  
  
  Consumer Response /* (4200, 16, 2022/09/19) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Hello:
  Conservice has already been contacted and they approved the claim. I was told that your company had to issue the refund.
  ******** Bill (now *********** (Due 3/1/22)
  Electric Service Period 1/08/2022-2/07/2022
  
  When Conservice (Due 4/1/2022) took over, they charged me again 20 days 1/19/2022- 2/7/2022:
  
  The date should have been for 2/08/2022-3/09/2022 for all bills except Electric, which should have been 2/8/2022-2/18/2022.
  
  Final Bill the dates are right. I have not cashed the final check because of this issue.
  
  Thank you
  ******