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:04/16/2025

  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 moved out of ********** at ************ at ************ on June 15, 2024. I have contacted the property management team multiple times regarding questions about the charges listed on the move-out statement, including charges for carpet cleaning, painting, pet odor, and the final water bill.I have requested a review and clarification, as: The unit was clean and in good condition upon move-out, with only normal wear and tear. My family never had any pets during the entire two-year tenancy. The final water bill appears unusually high, despite the unit being partially unoccupied, as my husband relocated to ********** at the end of April ******* addition, I received a Final Notice from Willow Bridge Property Management via ***** instructing me to contact Park Central directly. Despite multiple emails, I have not received any response.This lack of communication and transparency is unprofessional and has caused unnecessary stress. I am simply requesting a detailed explanation and verification of the charges so that we can resolve any potential misunderstandings.

  Business Response

  Date: 04/18/2025

  Upon review of the concerns presented from the past residents, ****** *** & ******* ***, we were able to review the move out photographs, the account ledger, and all concerning documentation. It has been determined to adjust the account by a decrease in the balance due by $185.00. 

  This will alter the balance due from $250.56 to a new balance due of $65.56.

  We value the consideration and kindness shared by the residents.

• Initial Complaint

  Date:04/10/2025

  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 lived at L2 uptown April 2023- Oct 2024. I paid my rent late a few times but made sure the leasing office knew my situation with loosing my job and trying to find another. Jasmine **** would give me my notice by constantly entering my apartment without knocking. Once I walked down to the parking garage, and upon walking back up to my apartment I see Jasmine walking out. I asked her what she was doing she said 'giving me a notice.' I felt completely violated to know someone who has access to my apartment can walk in at anytime without a heads up. From that day on I did not sleep well in fear she would walk in at any time. When I had friends in town one weekend she tried to enter my apartment without knocking to give me a late notice. My friends were not dressed when she tried to forcefully entered. On Oct 2024 police came to my door to give me an eviction notice. The officer stated that I can pay what I owe ($3,441.92) in order to not go to court ( stated on the paper I signed from the officer). Within the next few days after receiving the notice I tried to pay my rent via online Oct 17th or money order. Jasmine refused to accepted my money and stated going to court would work in her favor to get me out. Via email Jasmine states in order for her to accept my payment and allow me to live at *********, she wants the next months rent upfront for Nov 2024 a total of $6,216.41. I did not think that was legal. We went to court Oct 23rd, and Ms. **** told the Judge that she only asked me for one months rent. She lied in court! I was shocked! She also gave me a late notice for my Sept rent on Oct 19th. I decided to move out for my safety. I have many attached documents showing proof of the bullying I went through and attached statements from witnesses. I am asking for financial compensation for my anxiety, stress, sleepless nights, therapy sessions and overall suffering/mental distress I received at the hands of Ms ***** I would appreciate a prompt and fair resolution!

  Business Response

  Date: 04/15/2025

  It seems to me like ***** ****** & I recall different accounts as to what happened throughout her tenure here at *********. I have attached all correspondence available between me and ***** ****** regarding her outstanding rent. She originally became delinquent dating back to November 2023, and had not paid on time since. Not satisfying her full balance no earlier than the 14th, and sometimes as late as the 27th.
  
  
  In February 2024, ***** began to make partial payments that essentially rolled over into the next month. Although it's been stated on all notices delivered to her, that we do not allow partial payments for rent, she did so anyway. So it's apparent that I attempted to work with Paris on numerous occasions, by allowing her additional time before filing eviction. 
  
  
  All notices were delivered in legal fashion and compliant with the state of Texas and *** standards. ***** was home majority of the time, so the majority of the notices were handed directly to her. 
  
  
  As time went on, I noticed that Paris would not answer the door to my knocks, and after attempting to enter per my normal routine, I noticed the top lock was engaged. This led me to believe that Paris was avoiding interaction and/or refusing the Notice to Vacate. I attempted to contact her via phone, to no avail. She ceased all communication. If luck led me to running into ***** while out on property, I would inquire about her rent or ask her to call me with plans, she would walk away to avoid that communication as well. She never reached out to me with a plan on satisfying her balance or with an anticipated payment date. (until after she was served by the constable.) 
  
  
  This is all fair reasoning for filing the eviction in October 2024.
  Please see attached. 

• Initial Complaint

  Date:03/27/2025

  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.

  On January 28, 2025, between approximately 3-5 AM, a newly installed water pipe exclusively connected to my apartment burst, leaking roughly ****** gallons of water into the parking lot over seven hours. The Management of ID ************ never notified me; I only learned of this incident when I received an unexpected $250 water bill and reviewed my security footage.After immediately notifying my apartment manager, *********, I received no response for two weeks, despite multiple follow-ups. When ********* finally responded, it was evident she had not reviewed the detailed documentation and evidence provided. Two weeks later (1 month from incident) she intentionally misrepresented the situation to ********************, falsely implying the leak resulted from their error. I became aware of this deceit through an email correspondence in which I was copied in by the company. Upon contacting Broward County Water myself, they confirmed *********** misrepresentation and acknowledged the apartment complex's clear liability. Despite the lease clearly stating that management is responsible for costs resulting from their negligence, ********* and the apartment complex have refused to reimburse me, exhibiting consistent incompetence, unethical behavior, dishonesty, and disregard for tenant rights and lease obligations.I seek full reimbursement for the $250 charge incurred directly due to the complexs negligence and request that appropriate actions be taken to prevent such unethical practices from continuing and affecting other tenants.

  Business Response

  Date: 03/30/2025

  Dear Mr. ******************* you for reaching out regarding your concerns. We understand how unexpected this situation must have been, but once we were made aware of the issue, our team promptly addressed the exterior pipe to prevent any further concerns. We strive to maintain clear communication with our residents and regret any frustration this may have caused. Regarding the water bill charge, as a courtesy, we have approved your request for reimbursement. We are also committed to ongoing improvements to ensure the best experience for all residents.
  Please let us know if you have any further questions. We appreciate you being a valued member of our community.

   

  Best,

  ID Oakland Park Management Team

  
  

  Customer Answer

  Date: 03/31/2025

  In regards to the companies response, I want to know where and when I should expect to see reimbursement for the water bill? It seems the response from the company is coming from the same management team that has not provided me a solution during this dispute. 

  Customer Answer

  Date: 04/08/2025

  I am rejecting this response because:   Both the response on here and the direct communication I received from the manager of the apartment complex stated a clear acceptance of responsbility and willingness to resolve this issue and credit my account for the bill. I was called on Tuesday April 1st by the manager who was apologetic for the first time about this situation and verbally stated she was going to credit the account, and then sent an email to me after stating that as well. She also asked if I would be willing to remove this review. 

  The next morning I was sent a list of questions digging into the specifics of the situation, which I provided in good faith while also expressing my skepticism in her intention with the email.

  Today i received and email from her stating that they are actually not going to credit the account or cover the expenses that they are at fault for. 

  So I am rejecting this response. It seems the only real concern about this situation is having this review public.  

  Business Response

  Date: 04/09/2025

  We appreciate the opportunity to address the customers concerns. We have issued a one-time credit in the amount of $201.00 to resolve this matter.
  The issue is now considered resolved, and the claim is complete.

   

   

  Best,

  ID Oakland Park Management

  Business Response

  Date: 04/09/2025

  We appreciate the opportunity to address the customers concerns. We have issued a one-time credit in the amount of $201.00 to resolve this matter.
  The issue is now considered resolved, and the claim is complete.

   

   

  Best,

  ID Oakland Park Management

  Customer Answer

  Date: 04/09/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:03/10/2025

  Type:Sales and Advertising 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.

  Breach of Lease Contract. I moved in Oct *******. The following Monday, we had a bad storm and I found out my windows allowed rain to come into my apartment. Come to find they are single one windows without proper sealing/trim. I advised the office in person and was told a maintenance request would be put in. No one showed. I followed up a few weeks later to find they had switched property management companies. And the new management company advised to email them my concerns and they would come out. No did. Again, we had another bad storm and water came thru my windows and I asked them to come out again. They came thru and fixed my windows along with my ice maker and food disposal. The living rooms windows also had a gap that was allowing water and wind thru it that I stuffed with napkins until they came out to fix it recently - that also. Last week, we had another bad storm which in turn caused more water to enter into my apt thru bedroom windows. I called them again and no one has come by. I emailed the new property management company the items needing to be fixed Jan *****. At this point, I need my windows to stop leaking water thru, and I need them to be properly addressed so I can stop having excessively high electric bills. *** also asked management for reimbursement towards my electric being so high pending repairs to which they offered me a 200$ concession towards my account. Due to faulty windows and subpar/incomplete repairs my thermostat has struggled to keep up with our inclement weather and has resulted in my electric bills being 250-340$/each month for a 2 brm apartment. Please help me.

  Business Response

  Date: 03/13/2025

  Hello,
  
  We have been in contact with Ms. ******** regarding her windows. Willow Bridge Property ** took over the management of Link at ***** in mid- November which was after Ms. ******** moved in. Since being made of aware of the situation we have communicated with her three times:
  
  February 18th, we had one of our vendors come out and inspect Ms. ********** windows. He stated that they needed to be resealed. That same week, we had our maintenance supervisor go over and seal the windows.
  
  On March 4th, Ms. ******** submitted another work order regarding her windows because of a high electric bill she received. We had maintenance go back over to her unit to ensure everything was properly sealed.
  
  On March 5th, I spoke with Ms. ******** and let her know that we applied a $200 concession to her account as a courtesy / good will gesture to help with the high electric bill she received. Since then, we had not heard from Ms. ******** until now. The $200 concession was applied to her March rent.
  
  After March 5th we considered the maintenance request closed. We are happy to send maintenance back to her home if there are additional issues that we are not aware of.

  Thank you,

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

  Link at Plano Management

  Customer Answer

  Date: 03/18/2025

  I am rejecting this response because:  a 200 concession feels insulting considering every month since Dec, Ive paid *******+ in electric bills because several of my windows still have open GAPS in them that allow water to pour thru when it rains and allows windy to blow thru when its windy.  My thermostat struggles to keep up. Maintenance has already tried to fix the issue and it is STILL an ongoing problem that I am struggling through. 

  Customer Answer

  Date: 03/30/2025

  Hello, Im looking to follow up on my concern. Apt management reached out setting up an appt two Fridays ago, and didnt show due to an emergency and agin this past Friday at 430 (when it was raining) when they didnt show again. I did receive a call at 450 saying they were on the way to my apt but after 30 minutes, no one showed and I had to leave. Again, it stormed last night and again, water was coming thru my windows. I dont appreciate that. 

• Initial Complaint

  Date:03/06/2025

  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 am set to move out on 3/20/25 and followed their move out requirements to the ** Around Feb 1st, I received an email from the *** ***** that contained my official Residents Notice to Move Out. This is a document stamped by the *** who also stamped the lease. It stated that my move out costs were ****** + utilities.On 3/1/2025, I went to the office because my resident portal was showing $1049.67 instead of the $****** I was quoted by *****. I spoke with ****, a leasing representative and she confirmed to me that the portal showed the wrong amount and that I would just need to pay $677.06 in order to settle my rent and that they would ONLY take a Cashiers check. I immediately went to the bank after that conversation and retrieved the cashiers check. When I returned to the office, ****** was there. I handed the check to ****** who was questioning the amount but she still accepted the check and said she would follow up with management. I emailed the office and ***** responded. She admitted she made a mistake but that she would not honor the price she quoted me on the *** document and then referenced that in the lease it states something that backs her up. I responded and let her know that the document is signed by both parties and is legally bound by such. The resolution for when a representative of a company makes a mistake is to honor the mistake or to compensate the customer is some way. This is not the route Willow Bridge took.The property manager ***** called. She stated that an independent covenant in the lease makes me responsible even for their mistake. This is not what an independent covenant is. I did pay rent on time and they accepted my money and this is a disgusting case of negligence from Willow Bridge as I have only followed their instructions up until they threw their integrity out the window. Willow Bridge states they are dedicated to delivering impeccable service with integrity and have failed on all fronts. Please stop trying to extort me

  Business Response

  Date: 03/07/2025

  Thank you for reaching out and bringing this to our attention. We sincerely apologize for any confusion or frustration this situation has caused. Our goal is always to ensure transparency and accuracy in all resident transactions, and we regret any miscommunication regarding your move-out charges.
  I understand that you were initially quoted a different amount; however, we must reference the *** lease agreement for final charges. That being said, we are happy to offer a payment plan for the remaining balance and will waive any late fees to assist you during this process.

• Initial Complaint

  Date:03/05/2025

  Type:Sales and Advertising 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 would like to file a complaint against the leasing consultant and property at ********************************* in *********, **. The leasing consultant name is ******* ****** and the Property Manager ********* *******. I was inquiring about the community because I am looking to move down there for my job. The leasing agent has been talking to other residents about other residents' files that do not pertain to them. Specially Alyshea told one resident that India ******** had to use her uncle's income to apply for the house. Shes also stated how another applicant had to falsify their documents to also get approved to move in. When I called to get more info on the community, the ladies were very rude and act as if they did not want to help.

  Business Response

  Date: 03/24/2025

  Thank you so much for reaching out.  After reviewing our system for a guest card for ***** ****** at ********** in *********, **, we are unable to locate any records with her name or contact information to review her correspondence with the onsite team. Furthermore, we are unable to discuss any information around someone other than Ms. ****** so since there is no information in our system for her,we are unable to validate this information. Please feel free to reach out to the ********** office for anything else.

• Initial Complaint

  Date:03/04/2025

  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.

  On February 28, 2025, I spoke with ********, a representative from **********, regarding a $200 late fee that was incorrectly charged to my account. The fee was unjustified because the full rent amount was not posted on Bilt on the 1st and 2nd of the month, which prevented me from making a complete payment on time. I also requested the use of the one-time late fee waiver that was mentioned to me.Despite my request, my account still reflects the $200 balance, and I have not received any resolution. Additionally, ******** originally claimed that my email was never received. However, during a phone call on February 6, 2025, she confirmed receipt of my email. The conflicting information and lack of action are highly unprofessional.Furthermore, I requested the cancellation of an extra parking space that I have not been using. Despite multiple follow-ups, I have not received confirmation that this charge has been removed.I have made several attempts to contact management, yet my concerns have been ignored. This lack of urgency, failure to acknowledge my emails, and refusal to resolve these issues has left me with no choice but to escalate the matter.

  Business Response

  Date: 03/06/2025

  Please be advised that the resident asked for an exception on a late fee that was charged under the terms of the contract.  We have granted a one time courtesy reversal of such fee.  The resident also requested that she no longer be charged for a 2nd parking space; however failed to return the gate access device and parking stickers that authorize and access the parking structure.  We have provided a credit for two months of parking.  We consider this matter resolved.  Thank you   

  Customer Answer

  Date: 03/21/2025

  Dear BBB,
  
  
  I am responding to Riverstone Residentials statement regarding my complaint, as their response does not fully reflect the situation.
  1. Late Fee Issue:
  While they claim the late fee was reversed as a one-time courtesy, they fail to acknowledge that this only happened after more than a month of my repeated attempts to resolve itincluding having to *** corporate to finally get a response.
  Additionally, despite ******** instructing me to pay only the rent and ignore the late fee, I was still charged another late fee in March, showing a clear lack of internal communication between staff and management.
  2. Parking Charges:
  Regarding the extra parking space, I made it clear to ******** that I no longer had the transponder to return. Despite this, they continued insisting on its return, which was impossible.
  It took multiple follow-ups and escalations before corporate finally stepped in on March 5th to resolve the issue and apply the parking credit.
  
  
  This entire process has been incredibly frustrating and unprofessional, with Riverstones on-site team failing to communicate properly, provide timely resolutions, or even acknowledge their own mismanagement.
  
  
  At this point, since corporate has now resolved the issue, I am closing this complaint. However, I stand by my position that this experience was unacceptable, and I hope this serves as a record of their lack of responsiveness and mismanagement.
  
  

• Initial Complaint

  Date:03/04/2025

  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.

  Signed a lease to rent from **************** owned by Willow Brook The one unit next to the unit I was renting was smoking in their Unit The smoke permeates into my unit The manager ********* did not enforce the no smoking policy The manager ********* also argued that No one else complained: we went into to unit and saw nothing: unfortunately theres nothing I can do she is gaslighting For health reasons I gave a 60 day notice for cancell lease March 24 2025 The reason to cancel the lease is the No smoking policy was not being enforced The terms of the lease to cancel is 1 months rent plus the rent from Mar1-Mar24 When I had to pay the balance in the ledger: $1999 was in there twice When I asked ********* said I received I months rent free ********* could not answer questions on the phone; so her response was to insult me : lecture me and than she hung up on me Unprofessional response and this is causing me time from my work day There was not a free month I requested an audit of the ledger There no one there who will answer the question and explain why the $1999 is in there twice Was also told a person named ***** ****** would help : he had not answered Was given the name of a ** ******** and heard nothing Not ONE person had offered to help and answer the question I am asking for my $1999 to be refunded

  Business Response

  Date: 03/05/2025

  To better assist you, could you please provide the name of the apartment complex in question? This will allow us to review the matter and respond accordingly.
  
  We appreciate your time and look forward to resolving this with you.
  

  Customer Answer

  Date: 03/05/2025

  The rental is:

  ***** Homes

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

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

  This information is also on the lease page document submitted

  Business Response

  Date: 04/03/2025

  Thank you for bringing this matter to our attention.

  
  After reviewing the details of the complaint, we have confirmed that the property in question is not managed by Willow Bridge Property Company.

  
  We kindly recommend that the complainant reach out directly to the appropriate management company for further assistance. 

  
  Please let us know if you need any additional information from our team.

• Initial Complaint

  Date:02/28/2025

  Type:Order 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 wasnt approved , so ******* stated I can be approved with conditions that I didnt agree to, then tells me Im out of 1250 cause Im being declined ??? Then lets not start how they cannot be reached not by phone or in office. I literally send emails hour on hours and never get replies unless I made an email request through the portal. MIND you she wants me to pay two deposits and the rent ? Umm no thank you. THEN she sends email stating she didnt do my application tell today. SO how am I not entitled to my money back. I never signed a lease and none of the agreements I signed prior to application states anything about approval with conditions. Like its not way they just rob people like this.

  Business Response

  Date: 03/05/2025

  Hi there,

  We are writing in response to the complaint submitted by ***** ******* regarding her rental application process at *********. We appreciate the opportunity to clarify the details of her application and address any concerns. ***** submitted a rental application for one of our properties. After reviewing her application, she was approved with conditions, which is a standard process when an applicant does not meet certain qualifying criteria. This means she had the option to either pay an additional security deposit or provide a guarantor. Upon informing ***** of these options, she disagreed with the conditional approval and expressed concerns about the legality of requiring an additional deposit. However, requesting an additional security deposit in such cases is fully compliant with applicable rental laws and company policies. ***** then opted to provide a guarantorher motherto meet the conditional approval requirements. We provided the necessary information and instructions for her mother to complete the screening process. However, the process was delayed as her mother did not initially provide essential details such as her Social Security Number and Date of Birth. Despite our attempts to expedite the process, communication was challenging as the phone number provided by ***** would go to voicemail without the ability to leave messages, and the alternate number she provided would ring once and then result in a busy signal. The majority of our communication was conducted through the resident portal to ensure clear documentation.

  Once the screening was completed, her mother's application as a guarantor was denied. At that point, ***** was informed that she could either move forward by paying the additional security deposit or cancel her application and receive a refund per our policy. She chose to cancel, and in accordance with our policy, her security deposit was refunded. However, the administrative fee and application fees are non-refundable if the applicant chooses to cancel after 48 hours. This policy is clearly outlined at the time of application. Additionally, during our review of *****'s history in our system, we found multiple guest card submissions dating back to March 2024, in which her applications were canceled due to providing fraudulent documents. This was not a factor in this most recent denial, but it is an important note regarding her history with our company. Regarding her claim that she was misinformed about the application process, we have records of all communications with ***** through the resident portal, which show that we provided timely and clear responses to her inquiries. The approval process and deposit requirements are also outlined in our application terms, which she acknowledged prior to submission. We strive to maintain transparency and fairness in our application process while adhering to all applicable housing laws. Our records reflect that ***** was given multiple opportunities to proceed with her application under the outlined terms but ultimately chose to cancel. Therefore, her refund was processed in accordance with our established policies.

  We appreciate the BBBs time in reviewing this response and are happy to provide any supporting documentation if necessary.

  Best regards,
  ***** *****
  Business Manager
  ********* Luxury Homes/Willow Bridge Property Company

  Customer Answer

  Date: 03/06/2025

  I have reviewed the business response and accept this resolution. Ify history as so bad why not just decline my application ? We can go round for round. Regardless I didnt do application in a timely matter due to communication error, but yall so money hungry yall want to approve with conditions ? Make it make sense. Phone isnt the only form of communication, I have a job. Send a text or a email. An to stay someone not answering and yall dont answer never at no location. Yall are professional scammers. Thanks for my refund hope it gets to the right address since yall dont respond to calls or emails. 

• Initial Complaint

  Date:02/25/2025

  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.

  Date of Incident: 2/25/25 Lease Start Date: 2/24/25 I am filing a complaint against The Vista on ****** in ******, **, due to their failure to disclose that the unit I leased was ****compliant and their refusal to provide a fair resolution.Before signing my lease, I was not allowed to view the actual unit and was assured that it would be the same as the sample unit, but with better upgrades. However, after signing the lease and paying all required fees, I discovered upon attempting to move in that the apartment was ****modified, with significantly lower countertops. As a ******************************************************************** This critical information was never disclosed before I signed the lease.When I contacted the leasing office, they admitted that they do not disclose *** modifications before lease signing. They then refused to provide a comparable unit and only offered inferior alternativesan outdated unit or a second-floor unit with carpet. Additionally, the property manager, Miata, informed me that my only other option was to pay a $3,500 fee to break the lease, forcing me to bear the financial burden for their lack of transparency.I attempted to resolve this matter in person, but the staff yelled at me, further demonstrating their unprofessional and dismissive behavior.Due to the misrepresentation and financial hardship this has caused, I am requesting a full refund of all fees paid in the amount of $863.75. Since I have not fully moved in and the issue is due to their failure to disclose critical information, I believe I should not be responsible for any charges.I ask the BBB to assist in securing this refund and ensuring The Vista on ****** corrects their misleading leasing practices.

  Business Response

  Date: 03/14/2025

  Hello, 

  We are sorry to hear that you were unhappy with the layout of your apartment home when you moved in. We understand how important it is for our residents to be happy in their home. It is our top priority to ensure resident satisfaction at all times. Our records indicate that this situation was resolved and that your lease was canceled with out fees. In addition, it appears that you disputed your original payment with your financial organization and the funds were reversed. Had this not been the case a full refund would have been issued. 

  If you have any further concerns please reach out to the Regional Property Manager, *************************. She can be contacted at *************************************************************************************************************. 

   

  Thank you, 

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