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

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  Crystal Lake Apartments

  7680 W Highway 98 Pensacola, FL 32506

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  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:08/21/2022

  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.

  Please read attached Pap letter
  
  BBB Complaint
  Re: Lincoln Properties ( **** At ****** in Pooler GA) Tenant: ******* ****** ******* Unit ****
  To whom it may concern.
  I am writing this letter out of desperation, after being maltreated and ignored by the Management team at the Parc at Pooler, local and regional manager. I was a great tenant in my opinion. I always paid my rent on time, I overlooked minor delays, management, property mishaps and kept to myself. I had the pleasure of speaking with many of the staff members at Parc at Pooler and they seemed nice.
  At the time that I am drafting this letter I have currently been waiting over 10 days to speak with regional management Adrienne ****** about the reimbursement of items removed from my apartment by the staff at PAP ( **** at ******* . Per the email on 8/3/2022 Ms. Adrienne advised me that I would receive a phone call from her on 8/4/2022 but I have yet to receive this. When I spoke to PAP manager Carolyn on 8/5/2022 she advised me that she had spoke with Adrienne about my call back and states that Adrienne told her she was having issues with calling me after 3 pm. Although I felt that should have been something that Adrienne could have easily discussed with me via email, I still sent her an email offering her of 2 full days in which I left my day open to speak with her. I contacted her via email, and left voicemails and I have yet to get a call back from her. Furthermore I have also given her my family members and emergency contact information if she is not able to get through. Since this time I have sent multiple emails, and placed many calls to Ms. Adrienne and have received no response.
  My story
  My name is ******* ****** ******* and I moved into the PAP in the fall of 2019 under the previous management as I was preparing to move to Grenada to complete my Medical school education. Due to the pandemic my education was transitioned to online courses, and I adjusted my lease accordingly. See attached

  Business Response

  Date: 11/18/2022

  Business Response /* (1000, 10, 2022/09/28) */
  Contact Name and Title: Caroline *******
  Contact Phone: XXX-XXX-XXXX
  Contact Email: ***************@lincolnApts.com
  Lincoln Property Company gave this resident a check for $2,750 for the reimbursement of her abandoned items that were left behind after the resident vacated the apartment that staff believed were trash. We believe this issue is settled, the check stub was signed at pickup of the check.

• Initial Complaint

  Date:08/12/2022

  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.

  Our lease agreement dates were from: September 2018 - November 2020This apartment community has ruined mysister and I's credit. They are claimingcharges for a sure deposit which isnot due to the company. It's a nonrefundable deposit that was paid upon movein. The amount the Lincoln propertycompany is trying to claim from us individually is $1250. That amount is trying tobe claimed individually from both of us eventhough one sure deposit was paid becausewe were both applicants staying in the sameunit on one rental agreement. The suredeposit amount that was paid was $750. Theamount that is trying to be claimed from bothparties is $2500. The amount does not make sense. We are also being charged forrent and fees that make no sense at anamount of $1977 from both parties. Whichtotals to $3954. Again this amount makes nosense. I have time stamped photo evidencefrom the date of move out showing that theunit was completely empty and clean uponreturning all keys to office. When trying to get clarification of charges through aresident ledger and final move out statementthat was never provided to us I find out thatthe apartment complex is under a new nameand different management. The complexwas completely dissolved. I was givendocuments from the new company showinginformation from September 2018 - January 2020 with multiple months missing inbetween and after. I contacted Lincoln propertycompany trying to resolve the issue and getan itemized move out statement. Uponcontacting the company I was given multipledifferent phone numbers and an email andto no avail did any of them work. I have beensent in circles trying to reach out to Lincoln company trying to resolve the issue and getan itemized move out statement that we are by law allowed.
  

  Business Response

  Date: 10/27/2022

  Business Response /* (1000, 5, 2022/08/18) */
  In order to better assist you, please provide the name of the community you are referencing.
  
  
  Consumer Response /* (3000, 7, 2022/08/19) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The complex name was sevona avion.
  
  
  Business Response /* (4000, 9, 2022/08/26) */
  Lease agreement was signed for ***** and ***** ****** at Sevona Avion Apartments for a term starting 7/12/2020 through 9/11/2021. Residents terminated their lease and we processed a move out for 12/11/2020. Early termination fee was assessed per lease agreement in the amount of $2644.50. No payment was made past 11/7/2020 on this account. The final account statement was processed on 12/14/2020 with the following: Carpet damage due to pet, sheetrock repairs, final utilities, keys/pool passes *** turned in, rent through notice period of 60 days per lease agreement, trash and items from unit held/disposed of after 30 days. Final account statement was sent to the address on file of XXXXX ****** **** Dr, Fort Worth, TX XXXXX. When there was no response, sure deposit was engaged per the lease agreement.
  
  
  Consumer Response /* (4200, 11, 2022/08/29) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This would be our 3rd year with Sevona Avion and the only time we paid a deposit was at move in 2018, in the amount of $600 which included the animal deposit per the lease pages I have provided. The amount we are being charged is $1,250 for a sure deposit. The amount is completely inaccurate due to our lease agreement never having a paragraph where the amount would be doubled upon early termination as My sister and I were on one rental agreement and only paid one sure deposit for the both of us. I have also included that the only things that were issued were 2 mail keys, 2 house keys and 2 remote devices for the gate per the portion of the lease agreement attached below. Which were returned to the office upon move out. Picture of all given keys and devices is attached below. No pool pass was given to either of us at the time of move in. We were informed that more had to be ordered and never received one. I also never received a final move out statement from Sevona Avion at the address you have listed which is the correct address. Exactly 30 days after move out I had contacted Sevona Avion to obtain the final move out statement. I was informed that I would have to contact Lincoln property's directly and was given a number to call. Upon contacting your company I was informed to send an email to ************@lpsi.com. I was then only sent back a resident ledger with 2 months starting at 2018 and then starting again at 2020. I had not requested a resident ledger but when I did receive it there was a gracious amount of information missing. Due to poor management and having to change staff multiple times at Sevona Avion I'm not shocked that there is multiple important payments and information missing from our resident ledger. The amount that was on the resident ledger for a claim of $300 for a no attempt to clean in the patio/Kitchen is false. I have pictures taken from that day showing that those specific areas were cleaned which are also attached below. I would like the necessary corrections made to the amounts owed to the company. The management that was working at Sevona Avion at the time we're completely unfit to run a complex.

• Initial Complaint

  Date:07/28/2022

  Type:Billing 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 currently reside at Pavilion at Lake Eve which is managed by Lincoln Property Company. My lease ends on 8/7/2022 and I gave my official notice to vacate on 6/7/2022 which is exactly 60 days prior to the end of the lease. I reached out on 7/25/2022 to inquire about my remaining balance for August, and was then informed that instead of paying a pro-rated amount for the month of August, I would be charged the full monthly amount of rent, $1,666.00 instead and refunded back after move-out was processed pending any damages. The Assistant Manager Jennifer informed me that the system does not allow for a pro-rate at the end of the month. I have never lived at an apartment complex that does not pro-rate the rent for the move-out month, and was not told this information until I called. This information should have been shared when I signed the notice to vacate, and even further this is not listed in any paperwork I have received or in the lease agreement. It is my understanding that the lease was signed by both myself and the apartment complex as an agreement to be held financially responsible up until 8/7/2022. After that date I hold no further financial responsibility aside from damages that can be billed to me after the move-out is processed. I would like to either have documentation sent to me that shows why I would have to pay a full month, or I will only be paying for the 7 days of August.

  Business Response

  Date: 08/31/2022

  Business Response /* (1000, 5, 2022/07/29) */
  I believe there may be a misunderstanding. In reviewing their ledger, it appears they make all of their monthly rental payments through the resident portal. Our system does automatically charge the full month of rent to resident ledgers, regardless of notice to vacate status, and once a resident is moved out of the system, it will credit back whatever days are remaining in the month. The system also does not allow residents to make partial payments, and would not recognize that it would be a payment for pro-rated rent at move-out; therefore, not allow your pro-rated move out payment to be made online. Because of this, they would have to pay the entire amount online and wait until we process their move-out before receiving the difference back as a refund check to their forwarding address. If this is not something they want to do, they can absolutely bring in a physical payment to the office (ie. cashier's check, money order, personal check) for their pro-rated amount, plus their water/sewer charges that will not post to their account until the 1st. They must also recognize that if they extend their move-out date past the initial paid for pro-rate, they are also still responsible to pay for any additional days, effective immediately. I sincerely hope this clears up any confusion and I hope they will reach out to me if they have any other questions or need further clarification on the process. Thank you!
  
  
  Consumer Response /* (2000, 7, 2022/08/01) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Thank you for clarifying payment options. I will drop off a money order for the pro-rated amount plus the water/sewage fee to the leasing office. Anything further can be billed to me separately.

• Initial Complaint

  Date:07/25/2022

  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.

  On the afternoon of March 10, 2022 (hours after our baby was born) we received a call while at the hospital, that my apartment had flooded due to the construction / flooring work being completed in the apartment above us. Upon entering the apartment, there was standing water on the floors throughout the apartment, all of our furniture was put on risers, and our rugs/carpets were ruined. We were displaced for a week (with a newborn) and we were NOT reimbursed for not only the time I was unable to stay in my own apartment, but also have not been reimbursed for the electricity up charge for the numerous dehumidifiers/fans they had to place in my apartment (for multiple days) to absorb the water/moisture, and the heat that was turned on all week long. On Friday, June 10, 2022, we yet again came home to water on the floor in our hallway which was trickling into our sons room as well as our kitchen. We notified the property manager and maintenance confirmed this water had ONCE AGAIN, come from the apartment above us. Yet again, fans and dehumidifiers were dropped off on Monday, June 13 and we have been displaced for a week so far, yet again. After this SECOND leak, I expressed my concern with the property manger about possible mold in my apartment, due to the fact that we live in Florida and this is the second time this has happened. The property manger then had a mold inspector come and test my apartment. The mold inspector seemed very worried with the results he was receiving from his test. He confirmed that there is in fact water/moisture under the floors, and possibly more areas throughout the apartment. It seemed as though the property manager did not want to discuss the results with the inspector in front of me (which is cause for concern), so they left and discussed the results back at the front office. After the inspector left, the property manager notified me that someone would be coming by to remove the flooring in my hallway, which I appreciate, but ....
  

  Business Response

  Date: 09/07/2022

  Business Response /* (1000, 5, 2022/08/01) */
  To Whom it May Concern:
  All obligations to tenant under the lease agreement have been fulfilled. Maintenance issues will arise, but the response has been swift, professional and in line with the lease as it speaks to obligations to the tenant.
  March 10, 2022 - The fire sprinkler supply line was punctured by a contractor installing a floor in the unit above 1526. In response to the emergency the on-site maintenance team immediately responded and began extracting the water via wet vac. The Orange County Fire Rescue Department, G&H Carpet Care (licensed mold remediation company and water extraction contractor), Ferran Services (electrician) and The Systems Group (fire systems repair company) all arrived promptly on-site. The water was removed, equipment was installed, the sprinkler line was repaired and the safety or the electrical systems was confirmed all within the same day. The equipment did have to run for several days overseen by G&H Carpet Care who stopped in daily to take readings and confirm when the unit drywall and flooring were completely dry. Drywall reinstallation and paint was then scheduled and completed. The Fire Marshall did not deem the dwelling uninhabitable. The resident was advised to contact their rental insurance company to file any claims for loss, reimbursement or relocation per the lease agreement. The contractor that installed the flooring sent the resident a $100.00 gift card and dropped off a baby gift.
  June 10, 2022 - The resident thought the washing machine was leaking and did not enter the work order until Saturday, June 11, 2022. The maintenance supervisor left them three messages on Saturday at 2:41 pm, 4:12 pm and 4:21 pm. He also went to the unit but the door was locked from the inside with a privacy lock and he was not able to get the resident to come to the door. As access was not granted until Monday, June 13, 2022 it was at that point that equipment was installed and the clogged HVAC line from the second floor was cleared. Prior to equipment removal the home was inspected by a mold remediation company, Watermark. Watermark recommended treating drywall inside the HVAC closet with mildewcide, removing the baseboards to facilitate drying and they stated that the plank flooring in the hallway would likely dry in a few days but that out of extreme caution stated that a contractor could remove the plank flooring in the hallway and replace it after the moisture dissipated (estimated 24 hours.) All the recommendations of Watermark were implemented. All of this information was relayed to the resident. No mold test was performed. The areas in question were remediated per the direction of Watermark. The resident was advised to contact their rental insurance company to file any claims for loss, reimbursement or relocation per the lease agreement.
  July 21, 2022 - The HVAC drain line from the upper floor home was presenting as clogged. An extraction was completed, the drain line was cleared and G&H Carpet Care installed drying equipment. A collection container was placed under the plumbing connections to ensure to determine if they were secure. On June 25, 2022 it was determined that the connection point between the HVAC drain line and CPVC was also leaking. The maintenance supervisor replaced the faulty plumbing. The resident is being provided a $250.00 gift card by management as a courtesy for the inconvenience.
  Please let us know if any additional information is required to resolve this complaint. Thank you!

• Initial Complaint

  Date:07/22/2022

  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.

  I moved in and the apartment was dirty. Floors were nasty. bugs and even after a spray there were bugs reappearing by the washer, I found stuff under the washer.... because the apartment was not cleaned.
  The bathroom mini cabinet is missing a shelf, the microwave was dirty, the refrigerator was dirty, the bathroom and closet has a rank odor as well. Windows were dirty, blinds were dirty and even had a dead fly so old that its stuck and hardened. The carpet is nasty and does not look like it has been shampooed at all as well. Something new... the stuff in-between the tiles in the bathroom is breaking apart and comes up all the time.
  I just retired from the military and OXLY AT THE MERC, which is a Lincoln Property Company owned apartment is the nastiest one i have ever lived in. The lack of care and the fact that the management would rent this out in this condition says alot about there being no standards or care. I used the messaging system where you pay rent and i never received a response at all, just to show that this place is ok with what happened....

  Business Response

  Date: 10/03/2022

  Business Response /* (1000, 5, 2022/08/05) */
  Property had three resolved service requests on file submitted by the resident and the office was unaware of resident's concerns with the cleanliness of the unit. Prior to the resident moving in the carpet was replaced and brand new. The unit was painted, cleaned and made ready. The Manager and Maintenance would like to walk the unit with the resident to determine any necessary action on the offices part to resolve any concerns and ensure resident is satisfied.
  
  
  Consumer Response /* (3000, 7, 2022/08/08) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This is a lie, i wrote a message through the oxly apartments portal. I even left a review on google...which i know that they monitor because they reply to the positive ones. I listed cleanliness on the inspection sheet. Just to show how much they do not actually clean and inspect, my garage had someone elses luggage in it and it was filthy. This response is just a big lie
  
  
  Business Response /* (4000, 9, 2022/08/17) */
  I spoke with resident and discussed concerns and reached out to the office to direct the Manager to make contact to set up an appointment to tour home and address any pending items. The Manager has reached out to set an appt. It is our goal to address all of the concerns.