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:02/24/2025

  Type:Facilities 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.

  Spyglass Seaside property management reached out to me via email on 2/10/2025 to let me know my neighbors have complained about smoke coming from my unit. I responded immediately letting management know there is no smoke coming my unit. I am asthmatic and do not and cannot physically smoke. I let them know maintenance has been inside our dwelling several times and can confirm this. They never responded. I received a 2nd written notice threatening us with fines for lease violations related to consumption of illicit substances - specifically referencing marijunana. To this, I wrote responded the same day (2/21/2025) in writing via email letting them know these are baseless and false claims and invited and encouraged them to inspect our unit. It is worth noting that the tenants who are making these accusations are the same neighbors we complained to management about several times in writing for excessive noise. This is purely retaliatory harassment. Today, three **************** police officers arrived at my door to address noise complaints and drug use complaints from the same neighbors. I invited all officers inside to confirm zero drug use and no noise whatsoever. I am complaining because the staff at **************** is both negligent and actively harassing us. We asked about getting out of our lease agreement early to avoid further escalation to which we were told wed have to pay them almost $10,000.00. This business is not being properly managed and allowing other tenants to harass us as well on baseless false claims with zero evidence.

  Business Response

  Date: 02/27/2025

  We received multiple complaints from ***** *********** upstairs neighbors about weed coming from their apartment. I initially tried to get in touch with her via phone, but I was unable to reach her. I then followed up my phone call with a very kind email bringing up the issue and a friendly reminder that we are a non-smoking community. I did not receive an email back, but I could see that it was opened and read. I continued to receive multiple complaints about weed coming from her apartment, so I sent a written notice to her door reminding them that this is a non-smoking property. I still did not receive any communication back from ***** about this. ***** came into the office to chat with me on 2/25/2025. She brought to my attention that she had responded to the emails. I checked her account again, and still no emails had come through. I, of course, apologized for having not received them. I then put in a ticket with our IT department regarding this issue, as we have never had this problem before with our system not receiving emails (copy of ticket attached). Additionally, I provided her with my direct gmail email so there would be no issue with getting her emails moving forward. ***** notified us that they do not smoke and that it must be coming from somewhere else or not at all. She also notified me that her upstairs neighbors called the police on her over the weekend. I asked her to please send me the report number so I may retrieve a copy. I have not yet received that information from *****. Her upstairs neighbor submitted notice to vacate, so they will no longer be living on the property as of April 30. I immediately called ***** and let her know in hopes this will assist in making her feel more comfortable with continuing her residency with Spyglass. I believe this BBB complaint was made prior to my in-person conversation with her. Our meeting went very well, and we both left on good terms. I will follow up with her to make sure there isn't anything further she might need. 

• Initial Complaint

  Date:02/20/2025

  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.

  Back in 2021 I used to live in the apartments of Tapestry ************, I was a secondary leaseholder and I moved from that apartment complex and the other person was responsible for the feesthe perks was not responsible for it and now is on collection. I never knew about that until this last year. Ive been trying to call the management company and even called to the apartment complex and the apartments said that, theres no record for me on file or even that I had lived there. I dont understand how Im responsible to pay a debt that is not even mine because I signed off to be taken out of the lease. Please help me out on this matter since I can get a hold with the management company. There is not even a record for me on file. I dont understand how Im the one that its been charged.

  Business Response

  Date: 02/21/2025

  Hello *******,

  I am sorry for the experience you have had, as this is not the normal experience we have at ***********************************. Anyone over the age of 18 is considered a leaseholder, and to be removed from the lease a roommate release form needs to be executed. Currently no executed roommate release form is on your file. If you can please supply this executed form to the office, we can attempt to assist you. If you have additional questions or concerns you can contact me at ************************************************************** or **************. 

  Customer Answer

  Date: 02/21/2025

  I am rejecting this response because I had turn that form to the leasing office and I dont have it since I turned in. Theres any way that I can either make a settlement and close that debt or get it removed from my credit?

  Business Response

  Date: 02/26/2025

  Hello *******, 

  As agreed upon on 02/25/25, we have accepted a settlement with the current collections agency, & they will be in contact with you regarding next steps for payment options. Thank you so much for your patience as we resolved your concerns. 

  Customer Answer

  Date: 02/26/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:02/19/2025

  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 have been trying to reach the property managers here at The Foundry from months now and get no response regarding issues in the building. There have been people smoking weed in the building and the property mangers have not done anything about it. Dog f**** in garage bags smelling the hallways up with f**** the property mangers keeps sending out emails telling residents to take pictures of other people doing these things, not knowing we can have our life at risk for doing these things, with a promise to give 250 towards rent, but they have been offering this since people keep complaining but no change has been done. stolen packages have been done and i cannot get a hold of anyone regarding video and I need to file a police report. No one is ever in office and answering the phone. My rent is suppose to be disconnected or an additional two months because of a fee of 299 was paid on my account and not being applied to my rent. I also was lied to about my leasing agreement and told my apartment was not cleaned when i moved in. Plus is had dead roaches , that was suppose be cleaned before I moved this was promises to me by ***** a women who sold the apartment to me. And told management was great ,buy really have been rude to me. One of them even said you can file with BBB but its going to come back to me and nothing will be done

  Business Response

  Date: 03/06/2025

  Dear ******,
  
  
  Thank you for sharing your concerns. We sincerely apologize for the difficulties youve experienced and understand how frustrating this situation has been for you.
  
  
  Regarding the issue of pet waste, we want to assure you that we take cleanliness at The Foundry seriously. Our team is actively working to resolve this matter, and we have staff regularly cleaning the property to maintain a sanitary environment. We will also review our protocols to ensure a more effective solution.
  
  
  In terms of your account concerns, we understand your frustration and will need to conduct a thorough review to assess the details of the payment and any miscommunication regarding your leasing agreement. Additionally, as the staff members you previously worked with are no longer employed by the company, we will reassess your case to provide an accurate resolution moving forward.
  
  
  We recognize the importance of prompt communication, and we apologize for the difficulties youve had in reaching our office. We are working to improve our responsiveness to better serve our residents.
  
  
  Please reach out to me directly at ************** so we can address your concerns as quickly as possible. We appreciate your patience and the opportunity to resolve these matters for you.
  
  
  Sincerely,
  ****** ****
  Regional Property Manager - **********, *********
  The ****************** Team
  
  

  Customer Answer

  Date: 03/18/2025

  I have not spoken to the property manger even though she has left me her phone number, no repairs have been done, the cleaning service came and cleaned my apartment which she have been done before I moved in the apartment. My billing account still has not been explained. I am wanting to adjust my lease. this place is unprofessional, rude , and does not respond to residents request everything is covered with a bandaid to hide the real issues and management keeps changing. the trash is feeling up in the hallways, people are smoking  weeds and causing allergies and difficulty breathing. they want people to take pictures of aggressive dogs which have been a thing here and i have a small child  and people dogs have been laughing at people getting on the elevator which continues to go out. nothing is being done , this is sickening to bear. 

  Business Response

  Date: 04/03/2025

  Resolution to allow termination of lease without penalty with a 30-day notice has been provided. Concession was reviewed and was applied appropriately per the terms of the lease contract. Without knowing the leaseholder or dogs in question we cannot address that appropriately. 

• Initial Complaint

  Date:02/15/2025

  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.

  Property management is not abiding by state laws when it comes to marijuana violations or complaints. Management stated we dont understand why they do not just chew gummies instead of smoking weed before mentioning they will try to locate the issue but has yet to address the issue. Very complacent and lackadaisical. Both are illegal in the state of ******. Also city ordinances are not being addressed when it comes to dog f**** Property does not have adequate dog waste stations.

  Business Response

  Date: 02/19/2025

  Thank you for reaching out to us, to better assist you, please confirm the name of the community that you are referencing. 

  Customer Answer

  Date: 02/19/2025

  I am rejecting this response because:  
  

  The property name is ******* Luxury Apartments in **********. They were purchased at the beginning of 2025. Lackadaisical responses and actions have been taken by management. 

  Business Response

  Date: 02/26/2025

  Management took over the property on January 23rd, 2025. Upon hearing about several ongoing issues, we communicated to residents that we are committed to addressing these concerns. However, some of these matters require time to resolve.
  Regarding dog waste stations, we are in the process of ensuring that one is installed at every building. Due to the current winter conditions, including record low temperatures and snowfall, it is not feasible to install these stations in frozen ground. We are waiting for the weather to warm up before proceeding with installation.
  On the issue of smoking violations, we are actively addressing complaints and have already sent several violation notices. However, it remains difficult to pinpoint the exact source of the smoke without knowing the specific unit it is coming from. We continue to monitor the situation and are doing our best to resolve it.
  We appreciate your patience as we work to improve the property.

• Initial Complaint

  Date:02/07/2025

  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.

  To whom it may concern, On Monday January 27, I spoke with **** ******** a leasing professional who was a representative of willow bridge at ******************************************** **** and I talked and I did fill out a application regarding a one bedroom apartment that he wanted to let me rent. I filled out the application and **** told me that I would get a answer by the end of the day( a couple of times when I went back there again and again). He made no attempt to let me know if i was approved to live there. He made no attempt to return my phone calls or answer a email that was sent to him regarding my application. He did ask for a 500 dollar deposit that was never returned back to me. I was forced to cancel the check a week later because I was afraid he was going to keep my money and leave me in the dust after we had talked about this. **** did not seem to care about my application or giving me a answer like we had talked about. The whole experience I had with him at Willow Bridge was awful, time waisted, and completely pointless. Everyone that knows about Willow Bridge and the leasing office should remember THEY DO NOT CARE! sincerely, **** *******

  Business Response

  Date: 02/12/2025

  ****** ******* put in an application for an apartment by filling out a paper application after touring a unit on Friday.  It was explained to him that in order to secure the unit he would need to provide a $500 certified money order or cashiers check.  ****** left the office with a copy of the paper application.  He returned to the office on Monday and while talking to the staff member repeatedly tried to hand him $500 in cash.  The staff member explained to ****** again that the $500 dollars needed to be in the form of the money order or a cashiers check.  ****** argued with the staff member about the deposit before returning hours later with a personal check. The staff member accepted the personal check and told him he would begin processing the application.
  
  ****** came back a couple days later and this staff member told them the paper application was submitted and they were doing the background and income screening.  ****** told the staff member that if the process was not completed by the next day, he would rather have the deposit refunded and to withdraw his application.  Due to delays in our screening process, we did not have the decision yet, so per his request the application was cancelled and his deposit check was returned.  Per his instructions it was voided and returned via standard US Mail. At no point was there any attempt to deposit his check or have it processed. We do apologize for any miscommunication with this matter. 
  
  
  

  Customer Answer

  Date: 02/12/2025

  I am rejecting this response because:   **** ******** and the leasing office at willow bridge must be in their offices doing something else but WORKING! I was kind enough to  get them lunch on the first day I was there and coffee however, as a matter of fact going back and forth trying to get an answer whether or not I was accepted is the issue. You must understand this is what **** told me "i wil let you know by the end of the day". I was told this again and again. So their response to BBB is a refunded check that was returned,this is INCORRECT. I just checked my mail today and no check was returned. Well I guess this just goes to show whats going on at willow bridge on this day February 12, 2025.

  Business Response

  Date: 02/13/2025

  Hello,
  
  We have confirmed that the check was mailed to "*********************************" on 2/12/25.
  
  We have also confirmed with our banking institution that this check never cleared our account.
  
  We truly apologize for any inconvenience on the matter.
  
  Chestnut **************** Team 

  Customer Answer

  Date: 02/14/2025

  I am rejecting this response because: Today is February 14 2025, willow bridge property management in **********, say they have returned the check however I checked my mail today and there has been no check in my mail that they claim was returned. I guess this will take some time. However I did not like what **** ******** said to me over and over again. The leasing team in *******, MA at 13 ****** *** should be better at what they do and being straight forward with everyone that they meet. I am glad they admit when their wrong, their APOLOGY is accepted because I was just looking for a better place to live. **** *******.

  Customer Answer

  Date: 02/26/2025

  yes i have received the check.

• Initial Complaint

  Date:02/07/2025

  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.

  Willow Bridge Property Management is one of the worst companies Ive encountered. At The Heritage at ********, I was misled about pricingtold one-bedroom units started at $1,024, only to find out they were actually $1,700$1,800. This is blatant false advertising.The leasing manager, **, was rude, argumentative, and even made offensive remarks about my employer. When I raised concerns, she became confrontational instead of providing clarity.I escalated the issue to *** ******* (regional director), expecting professionalism. Instead, he dismissed my concerns, defended **s behavior, and showed clear bias and lack of accountability. He claimed all calls were recorded, yet refused to acknowledge the unprofessionalism I experienced.Willow Bridge properties consistently receive poor ratings due to misleading pricing, unprofessional staff, and poor customer service. This ********************** does not value transparency or tenant concerns. Avoid renting from any Willow Bridge-managed community."**

  Business Response

  Date: 02/10/2025

  To the Better Business Bureau,

  Mr. ******** complaints are misleading and untrue. This client submitted an application that was denied. This decision was made inconjunction with a third party screening company and confirmed by the property manager and leasing manager. When Mr. ******* was informed of this, he became angry and hostile towards **. The property manager was present for this phone call and can confirm that at no time did ** become unprofessional. We do not refund application fees to denied clients under the circumstances of this screening per the written documents that Mr. ******* signed as a part of the application. 

  Mr. ******* submitted a complaint to the corporate office. Upon due diligence by myself, *** *******-Assistant Regional Property Manager, through phone recording of the conversation in question, I am able to confirm that Mr. ******** claims are false. I then spoke with Mr. ******* and notified him that after reviewing his application and the recorded phone calls, his request for the refund was denied and that his claims about ** were false. He then became verbally abusive to me using profane language including threats. I eventually had to hang up on him as he was in a state of uninterruptible anger.

  I urge the Better Business Bureau to consider the claims by Mr. ****** false. Please let me know what the next steps are in this process. 

• Initial Complaint

  Date:02/06/2025

  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 moved out of a Willow Bridge managed property on 11/25/2024. The move in/out report was signed by **** ******** (Leasing Agent) and myself.(Attached to this file) I was promised a deposit refund within 30 days. I was told via email by ***** ****** (Leasing Manager) on 12/18/2024 that the deposit had been processed by ******* ******, and I should receive it within 30 days. It is now 02/06/2025, and I have yet to see my deposit refund. In the state of *******, a deposit refund is required to be refunded within 35 days of the move out. If not, the tenant is entitled to 2 times the rental deposit ($1950). I have patiently waited, and nothing has been done to ensure I have received my funds in a timely manner. Rental Property Address: ************************************. My forwarding address was given at the time of move out and multiple times in email communications. Please correct this issue, I had no complaints about Willow Bridge during my 12 month rental period, it wasn't until this that I had an issue.

  Business Response

  Date: 02/10/2025

  Good Morning,

  Attached is a copy of the payment register showing the check submitted for payment in December, and then voided out and reissued in January due to it not clearing the bank. It looks like we did not have a forwarding address on file, so it was sent to the Arbor Walk address on file. I've called and left Ms. ********* a voicemail at the number provided letting her know this and requesting the correct forwarding address to ensure she receives payment. 

• Initial Complaint

  Date:02/02/2025

  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 have been charged a $30 non-compliance renters insurance fee Nov 2024 through Feb 2025. I have had current renters insurance meeting all requirements per the lease agreement and provided property management proof of insurance via email exactly as requested. The fees were not removed or reimburse as representatives have said would occur and apparently my proof of insurance has not been recognized either. The second time I contacted them, they advised I need to change my renters insurance to list an additional insured NOT on my lease agreement. I did as they requested and still charged me fees and have not recognized my proof of insurance. My third contact, was told that my proof of insurance was received and fees would be removed and reimburse. This was another lie. Today the issue is unresolved, no one has offered me assistance, recourse to resolve the issue or explained to me any issues I need to take action to resolve. Instead I have been ignored and fraudulently charged fees.

  Business Response

  Date: 02/03/2025

  We have contacted the resident and updated the insurance requirements and removed the charges. The resident is supposed to remove the review. 

  Customer Answer

  Date: 02/03/2025

  I have reviewed the business response and accept this resolution as my billing statement was adjusted. I have not left any reviews and dont understand this portion of the response. I require no further action regarding this matter.

• Initial Complaint

  Date:01/29/2025

  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.

  January 19 granddaughter passed away. Unable to get into apartment unable to reach the property manager, unable to get any type of corporate involvement regarding the of their employees. No cooperation at all no callbacks left various emails and phone messages. Totally unprofessional behavior and responses.

  Business Response

  Date: 01/30/2025

  Hi ******, 

  We're sorry to hear about your granddaughter. To get you better assistance, can you tell us the name of the community you're referencing? 

  -Willow Bridge Team 

  Customer Answer

  Date: 01/30/2025

  ******** on the creek.  

• Initial Complaint

  Date:01/22/2025

  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.

  The following are safety concerns I have with the ******** in ****** MA. There is smoking occurring in the building that I can smell in my apartment. Another tenant reported smokers in the same building and in fact the smokers were flicking their butts off their balcony and it ignited a bunch of dried brush in front of his apartment and started a small fire. Luckily that reporting tenant was home at the time and saw the fire and immediately put it out, but that shouldn't be something they should have to do. When I reported the smell of smoke to the management they said there was nothing they could do unless "we provide proof". The fact is, there are cigarette butts all over the community. Multiple complaints about smokers have been reported and nothing has been done. This is a "smoke free" community.There is a field next to the community that some tenants use to exercise their pets. One tenant had his dogs there off leash and while I was walking by, those dogs charged at me (and my dogs) and proceeded to bite and attack my dogs. I, of course, reported this tenant to management (and the police and animal control) and again, management basically told me there was nothing they could do. This attack and the inability to apply corresponding pressure to that tenant to adhere to the terms of lease make the community feel very unsafe and breaks the covenant of quiet enjoyment.Add to that that many pet owners aren't picking up after their dogs, many tenants aren't correctly using trash/recycling bins and our packages are being dumped in the mailroom/clubhouse, the community no longer feels like the "luxury community" that I agreed to pay for. I understand that management can't make residents be good neighbors, but they could nudge people in the right direction. Letting people violate the terms of their leases and "animal addendum" with no recourse brings the standard of living down for everyone.

  Business Response

  Date: 01/23/2025

  Hi ******,
  
  Thank you for bringing these matters to our attention, and allowing us the opportunity to address your concerns. 
  
  We strive to ensure every concern is resolved to the best of our ability, and as noted in previous email correspondence we have worked to resolve these violations by taking legal action on the parties involved.
  
  Thank you again for the information and for your help in reporting matters to better serve our community.

  Best Regards, 

  ******