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

  221 Crescent St Ste 102A Waltham, MA 02453

• 

  Station 117 Apartments

  117 Dean Ave Franklin, MA 02038

• 

  Lincoln Property Company

  135 Constitution Blvd Franklin, MA 02038

• 

  Flats on First Apartments

  21 Charles St Cambridge, MA 02141

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:01/21/2025

  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 have encountered concerning my refund and billing inaccuracies following my move-out from Motiva, a property newly managed by your esteemed company, on November 21st.Firstly, there was a glitch during the transition from *** payment portal to Willow Bridge Propertys system, resulting in overcharges for both November and December rent. Under ***'s management, the billing was accurate, and they were fully aware of my move-out date as they contacted me in an attempt to retain my tenancy, which I declined.Upon recognizing the discrepancy, I promptly reached out via email to rectify the situation and made my final payment by check. Following my move, I thoroughly cleaned the apartment and personally returned my parking pass and key to the office. On this occasion, the manager, ***, was occupied showing an apartment, so her assistant logged my return and recorded my forwarding address.Despite my efforts, there has been a lack of follow-up on their end. In December, I sent several emails concerning the billing error and received responses acknowledging the glitch and indicating that the matter had been escalated to corporate. Regrettably, I have yet to receive any further communication or resolution.Moreover, I have since made numerous follow-up attempts with the Motiva property manager and office, but I have not received any response.I am seeking immediate confirmation that the billing error has been corrected and a refund for the overpaid amounts for November and December.

  Business Response

  Date: 01/22/2025

  Hello,  I just spoke with the Motiva team and they submitted a refund for $718.83 to be sent to your address.  Unfortunately, this may have take a little longer as the initial refund was entered as $300 and they they had to resubmit it with the additional rent refund.  The final submission was on 1/13 and our records show it as being paid.  Please know that it will come to you via **** and may take some time to deliver. I will follow-up next week to see if the former resident received the check.  Thank you, *******

  Customer Answer

  Date: 03/18/2025

  I have followed up with this company on my refund and they have not responded. This has been over 4 months since leaving this property.

  Customer Answer

  Date: 03/27/2025

  Hello- will this be updated to show the company has not refunded me? 

• Initial Complaint

  Date:01/16/2025

  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.

  We received our move out charges from ********************************, a Willow Bridge Property, November 26th 2024 and asked for photos of the damages they were charging us for. The photos showed normal wear. For example carpet with indentations where the furniture was. There were no stains, mind you we never wore shoes in the apartment. They're charging us for small stains on the wall. Also they are charging us for small dents on the blinds that are practically invisible to the naked eye. We are being unfairly charged and bullied into covering things that are normal wear. We are being ignored and pushed around and unable to reach anyone that can resolve our issue. My partner tried contacting Williow Bridge corporate over Hardy Oak Apartments since December 18th 2024. He emailed them and left multiple voicemails through the secretary at the corporate Willow Bridge office in ************. She was our only option to get to the department that handles disputes, we cannot reach the dispute department on our own. I, my self, called and emailed the regional Manger of Hardy Oak Apartments on January 7th 2025 no response from her then on January 10th 2025 I said I would file a complaint with the BBB only then a new manager at Hardy Oak quickly email me saying she was going to look into our charges thoroughly. I've heard nothing since. I'm filing this complaint on January 16th 2025. I'm afraid our credit scores are going to be hit from this delayed resolution.

• Initial Complaint

  Date:01/15/2025

  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.

  We moved out of the property on December 13, 2024 and have yet to hear back from anyone regarding our security deposit. This is in direct violation of the Texas Property Code and is illegal. I have reached out several times via email and phone call to absolutely no response at all. At this point we are pursuing the original amount owed to us as well as three times the security deposit per section ****** of the Texas property code.

  Business Response

  Date: 01/15/2025

  The residents moved out of ******S on 12/13/2024. The residents were emailed their move out statement on 12/22/2024 and the refund check was mailed out on 01/07/2025. We received an email from ***** on 1/13/2025 letting us know that she had not received the check.  We immediately contacted our accounting department to see if check 2038 had been cashed.  The check was not cashed so we contacted ***** ****** over the phone on 01/15/2025 and let her know the original check was mailed out on 01/07/2025 but will now be voided and a new check, ****, will be overnighted to her via *** with tracking number ******************.

• Initial Complaint

  Date:01/14/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint against Willow Bridge Property Management, the property manager of ***** Apartments, due to their refusal to refund my $550 application fee and their deceptive business ************ May 2024, I applied for Apartment 100 at ***** Apartments, which was listed at a monthly rent of $1,581. After submitting the required $550 application fee via debit card, I received a call from a representative of Willow Bridge Property Management who informed me there was a glitch in their system. I was told that only 12-month leases were availablenot the 7-month option I had originally applied for. After agreeing to proceed with a 12-month lease, I was then told I could revert back to the original 7-month lease option.I promptly met all requirements, including submitting my paperwork and undergoing a credit check under very tight deadlines. After completing these steps, I was informed by the property manager that Apartment 100 was unavailable due to plumbing issues. When I asked for the apartment to be held for me while repairs were completed, my request was initially denied. After further discussions, the manager agreed to hold the apartment if I could wait 4-6 weeks for repairs. However, there was no written agreement about when my $550 application fee would be refunded if the repairs could not be completed or any guarantee about when I could move in.Feeling uncomfortable with the lack of transparency and certainty, I decided to move on. However, the following day, I discovered that Apartment 100 had been re-listed at a lower rental rate but with a 13-month lease. This raises serious concerns about Willow Bridges transparency and practices, suggesting potential bad faith.I still have not received my $550 refund, and my credit information was exposed and impacted unnecessarily. I am requesting an immediate refund of my $550 application fee.

  Business Response

  Date: 01/23/2025

  Dear Recipient at BBB,

  I hope this message finds you well. I am writing to address concerns raised by **** ******* regarding her application for a rental unit and the subsequent refund process.
  The applicant originally applied for a unit that, upon inspection, was found to have some deficiencies requiring investigation and repairs. In order to ensure the unit met our standards, we promptly informed the applicant that repairs would need to be completed before we could allow her to move in. As part of this process, the unit was marked as "down," which temporarily removed it from the market.
  Shortly after this notification, the applicant informed us of her decision to cancel her application. We promptly processed her request and canceled the application as per her wishes. Subsequently, after resolving the deficiencies and completing the necessary repairs, the unit was marked as available for rent once again.
  Following this, the applicant reached out to us, alleging discrimination and requesting a full refund of all fees. Before we could process the refund, the applicant filed a dispute with her bank regarding the charges. As our policy dictates, we awaited the banks determination before proceeding further. Once the dispute was not honored by the bank, we issued a refund check and mailed it to the address we had on file for the applicant.  I have attached her ledger for your viewing which shows that we refunded her application and administrative fees.
  We take concerns such as these very seriously and strive to ensure transparency and fairness in all interactions. If additional information or documentation is needed to resolve this matter, please let us know, and we will be happy to assist further.
  

  Thank you for your attention to this matter.
  Sincerely,

  
  

  Business Response

  Date: 01/24/2025

  Dear Recipient at BBB,
  
  I hope this message finds you well. I am writing to address concerns raised by **** ******* regarding her application for a rental unit and the subsequent refund process.
  The applicant originally applied for a unit that, upon inspection, was found to have some deficiencies requiring investigation and repairs. In order to ensure the unit met our standards, we promptly informed the applicant that repairs would need to be completed before we could allow her to move in. As part of this process, the unit was marked as "down," which temporarily removed it from the market.
  Shortly after this notification, the applicant informed us of her decision to cancel her application. We promptly processed her request and canceled the application as per her wishes. Subsequently, after resolving the deficiencies and completing the necessary repairs, the unit was marked as available for rent once again.
  Following this, the applicant reached out to us, alleging discrimination and requesting a full refund of all fees. Before we could process the refund, the applicant filed a dispute with her bank regarding the charges. As our policy dictates, we awaited the banks determination before proceeding further. Once the dispute was not honored by the bank, we issued a refund check and mailed it to the address we had on file for the applicant.  I have attached her ledger for your viewing which shows that we refunded her application and administrative fees.
  We take concerns such as these very seriously and strive to ensure transparency and fairness in all interactions. If additional information or documentation is needed to resolve this matter, please let us know, and we will be happy to assist further.
  
  Thank you for your attention to this matter.
  Sincerely,

  Customer Answer

  Date: 01/24/2025

  The attachment demonstrates that ********** refused to refund me based on Willows misrepresentation of the issue as a cancellation, which they falsely attributed to me. When I contacted *****, their representative stated that they could do nothing if Willow refused to cooperate. Despite clear evidence in the form of an email documenting fraudulent behavior by Willow, ***** failed to honor my chargeback request.

  In their response to the BBB, Willow absurdly claimed to have sent me a check after ***** declined my chargeback. This claim is patently contradictoryChase would not have denied my chargeback if Willow had been willing to refund the payment. Furthermore, Willow failed to provide any evidence, such as a copy of the alleged check or proof of mailing, to support this claim. Willow does not even possess my address, as the agreement was for me to pick up the refund personally. I live just three miles from *********************************, making this claim even more implausible.
  

  The brazen dishonesty exhibited by Willow, coupled with their fabricated narrative, undeniably amounts to fraudulent conduct in my view.

  Customer Answer

  Date: 01/24/2025

  I am rejecting this response because:   

  The attachment demonstrates that ********** refused to refund me based on Willows misrepresentation of the issue as a cancellation, which they falsely attributed to me. When I contacted *****, their representative stated that they could do nothing if Willow refused to cooperate. Despite clear evidence in the form of an email documenting fraudulent behavior by Willow, ***** failed to honor my chargeback request.

  
  In their response to the BBB, Willow absurdly claimed to have sent me a check after ***** declined my chargeback. This claim is patently contradictoryChase would not have denied my chargeback if Willow had been willing to refund the payment. Furthermore, Willow failed to provide any evidence, such as a copy of the alleged check or proof of mailing, to support this claim. Willow does not even possess my address, as the agreement was for me to pick up the refund personally. I live just three miles from *********************************, making this claim even more implausible.
  
  The brazen dishonesty exhibited by Willow, coupled with their fabricated narrative, undeniably amounts to fraudulent conduct in my view.

  Business Response

  Date: 01/27/2025

  Hello,

   

  We previously mailed out a refund to your address on file.  Please provide us with an updated address to mail your refund.

   

  Thank you 

  Customer Answer

  Date: 01/27/2025

  I am rejecting this response because:   

  I am prepared to pick up the check directly from the ***** Apartments. Given your repeated false claims about mailing it, I cannot rely on post mail. Considering the proximity, mailing it is unnecessary. If your intentions are genuine, you could easily provide a copy of the check made out to me as proof. If you truly plan to send the check, there is no reason not to do so immediately, accompanied by the copy.

  Customer Answer

  Date: 02/27/2025

  From: **** <************************************>
  Sent: Thursday, February 27, 2025 12:48 AM
  To: BBB
  Subject: Re: BBB Complaint ******** *******, **** vs Willow Bridge Property Company National LLC

  Hi,

  Thank you for the message. I have not received any communication from the company.
  
  My current address is:
  **************************
  ********************
  
  I originally requested to pick up the refund from ***** Apartments in DC because Willow has repeatedly claimed to have mailed it to me, despite never having my correct address. I am concerned that Willow may now use this address to claim they have sent it again, simply to close the issue with the BBB.
  
  To ensure transparency and confirmation of delivery, I kindly request a tracking receipt if the company intends to mail it to me.
  
  I appreciate your assistance and look forward to your response.
  
  Best regards,

  ****

   

  On Wed, Feb 26, 2025 at 9:38 AM BBB> wrote:

  ****,

  Hi. In reviewing your complaint, I noted that the Business claimed to have sent your refund to your address in their records. A request for how that information appeared in their records was not responded to by the Business. They had requested your mailing address. Have you provided that address to the Business? If not, please provide it to the BBB, so that we can attempt to verify it with the Business.

  Also, please confirm the status of this complaint.

  Best regards,

  
  

  Business Response

  Date: 02/27/2025

  Dear BB,

  We have received the updated address for this former applicant.  We will have the check cut and sent to the new address on file.  If tracking information is received, we will forward that information over to the former applicant.

   

  Thank you 

  Business Response

  Date: 04/09/2025

  Good afternoon,

   

  We are writing to inform you that we are in the process of cutting this refund check and will reach out to the former applicant once received in our office.

   

  Thank you 

  Customer Answer

  Date: 04/09/2025

  I am rejecting this response because:   

  I appreciate your response, but it has now been nearly a year since this refund was originally due, and I respectfully must express that continued delays are no longer acceptable.
  
  At this point, I am asking that your next communication confirm the following:
  That the refund check has been mailed,
  The full tracking number, and
  The name of the carrier (e.g., ************ UPS).
  
  A clear confirmation that the check is on its way to my address is necessary for closure.
  
  Thank you for your attention to this matter. I look forward to your prompt and complete response.

  Customer Answer

  Date: 05/12/2025

  From: **** <************************************>
  Sent: Friday, May 9, 2025 5:32 PM
  To: BBB
  Subject: Re: BBB Complaint ******** *******, **** vs Willow Bridge Property Company National LLC

   

  Hi BBB,
  
  I collected the check today and would like to formally conclude this matter. Thank you very much for your assistance. I sincerely appreciate your support throughout the process!
  
  Best regards,
  
  ****

• Initial Complaint

  Date:01/10/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to report three areas within the unit that are leaking beginning on 01/09/2025. Two of which are in the bedroom and one in the closet. I am concerned for my safety as one of the leaks in the bedroom is directly above the breaker box.I originally moved into this apartment complex on May 11, 2024 into apartment 3325, where a similar issue occurred in the bedroom. I made a request at the time to be moved into a new unit and compensation be made to accommodate the cost of moving my items. Accommodations were made, and I moved into 3429 on 05/31/2024. Upon moving into 3429, I notified the maintenance crew of a few issues: batteries needing to be replaced in the thermostat, lights in the kitchen were not working, and fridge beeping. The batteries were replaced, fridge beeping was fixed, but it was discovered that the kitchen lights were not working due to the patio light being submerged in water. I was told that in order to prevent this issue from occurring I am not able to utilize the patio light. The patio light has not been addressed as of 01/10/2025, when the issue was reported on or around 06/01/2024. There are other issues related to safety and security such as failure to promptly notify the residents of the malfunction of the package locker, resulting in packages being stolen from me on September 3, 2024. The garage has not been operable for several months leading to an issue with firecrackers being set off in the stairwell and on the roof.I have paid approx. $12,520 in rent since May 2024. I find it to be unacceptable that the roof has not been properly repaired causing leaks to occur in both apartment units that I have lived in since May of 2024.I am formally making a request for the lease to be terminated at no additional charge to me, as the accommodations that were originally made have proven to be insufficient as I am experiencing the same issue at a larger scale.

  Business Response

  Date: 01/13/2025

  Thank you for reaching out about your concerns/issues. In order to connect you to the right team for assistance, can you confirm the name of the property you are referencing?

  Customer Answer

  Date: 01/13/2025

  I am rejecting this response because:   Asking for property name. Property name is **************** in ****************** 

  Business Response

  Date: 01/15/2025

  Hello,

  I have attached the email correspondence regarding approval for ******* ******** to move out penalty.  I have also attached the email regarding the repairs to the leak reported on 1/9/2025.

   

  Customer Answer

  Date: 01/16/2025

  I have reviewed the business response and accept this resolution. I have also attached the email correspondence related our agreement. 

• Initial Complaint

  Date:01/09/2025

  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 September 20th, 2024 my partner and I each paid a $200 fee to hold an apartment with TwentyOne01 on Market apartment complex in **************** to take the apartment off the market. On October 8, 2024 we informed the leasing agent we were working with that our situation had changed and we would not be signing the lease with them, and proceeded to request our combined $400 refund. On October 9, 2024 the leasing agent told us he would inform management and begin our refund process, and asked for our forwarding address for the refund check. On October 10, 2024 I responded with our forwarding address and asked to clarify when we can expect our refund and if it will be split into 1 check or 2. From October, 2024 through January 2025 we have repeatedly asked for updates on our refund with little to no reply from the company. On January 6th, 2025 I sent yet another request for update and provided a specific date and time for them to process our refund check by and if they don't meet the deadline, that we would be proceeding with outside options to resolve this matter and get our refund. The deadline has passed and they have not answered, so we are asking for your help to get us our refund. There are other ****** reviews writing about this complex and the same issue happening for other people--they have to constantly badger the apartment complex and their management to get their refund back and some mentioned it also took them 3 months to receive it. It seems that the "reasonable" time frame has passed, and we don't know what else to do to receive our money.

  Business Response

  Date: 01/27/2025

  Hi *****,
  
  I sincerely apologize for the frustration this situation has caused. I completely understand your concerns regarding the delayed refund, and I truly regret that we have not been able to process it as quickly as we should have. I can confirm that the request for your $400 hold fee refund has been processed. You can expect to receive a refund check on 1/24/25. Again I deeply apologize for the inconvenience this has caused and appreciate your patience as we worked to resolve this matter.
  If you have any further questions or need additional information, please dont hesitate to reach out.
  
  ***** ******
  Business Manager
  TwentyOne01 on Market

  Customer Answer

  Date: 01/27/2025

  I have reviewed the business response and accept this resolution, as we have confirmed we finally received our refund.

• Initial Complaint

  Date:01/08/2025

  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.

  IN REGARDS TO WILLOWBRIDGE PROPERTY COMPANY, *********************** COMPLEX. In light of the overwhelming safety concerns associated with escalating violence, police activity, and the presence of drug dealers in the area, it is both reasonable and essential for the immediate release of liability from a binding rental lease agreement. These conditions have created an environment that directly endangers the well-being of residents and erodes their sense of security.The threat of violence, whether through direct criminal activity or the disruptive presence of law enforcement, has a significant psychological impact on residents, compelling many to seek safer living conditions. The pervasive fear of harm, from the risk of violent encounters to the unpredictable nature of police operations, forces residents into a situation where their ability to peacefully and safely enjoy their homes is compromised.Additionally, the presence of drug dealers exacerbates these concerns, as it contributes to a volatile and dangerous environment, further amplifying the risks of criminal activity and violence. When these factors converge, they render the living situation untenable for many tenants, compelling them to move out for the preservation of their safety and well-being.Given these extraordinary circumstances, it is only fair and just to release tenants from their lease obligations without penalty, recognizing the inability of the landlord to provide a safe and habitable living environment. The law generally supports the notion that a tenant should not be bound by a lease when the premises become unsafe, and when public safety is so visibly compromised, there should be no expectation that tenants endure these risks in exchange for fulfilling a contractual obligation. This release from liability serves not only as a legal safeguard for tenants but also as a necessary acknowledgment of the undeniable shift in living conditions that renders the lease agreement untenable.

  Business Response

  Date: 01/09/2025

  To Whom It May Concern:

  I have spoken to ***** several times about his issues.  He has to pay through a written 60 day notice to vacate and he has to pay a buyout fee.  He is very upset about this, but I told him that I was sorry, but I have to go by the legal binding document that he signed and agreed to.  

   

  Thank you,

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

  Customer Answer

  Date: 01/09/2025

  I am rejecting this response because:   For obvious reasons this is being rejected. 

  Business Response

  Date: 01/16/2025

  Thank you for taking the time to share your concerns. We take resident feedback seriously and understand the importance of addressing the issues raised in your letter.
  

  Please note:
  -We operate with industry-standard background checks for all employees and prospective residents per fair housing guidelines.
  -Lease terms, including lease-break fees, are enforced in accordance with the lease agreement and company policy.
  -Maintenance and operational concerns are being reviewed to ensure appropriate steps are taken to improve service and community upkeep.
  

  Your feedback has been acknowledged and will be reviewed by our management team. While some matters require investigation and may take time to address comprehensively, we are committed to maintaining an open line of communication and working toward resolutions.
  

  If you have specific safety concerns requiring immediate attention, please do not hesitate to contact our office directly.
  

  Thank you for bringing these matters to our attention.

  Customer Answer

  Date: 01/16/2025

  I am rejecting this response because:   I refuse to accept that I am waiting on the management team to review what I have said. It took that same management team 6 months to fix a dishwasher in my apartment. I will not risk my safety for this. I will not pay a lease buyout or any rent after the notice I gave them, effective January 31st. This is utterly ridiculous. 

  Business Response

  Date: 02/19/2025

  I am the new Property Manager for West Wind Apartments.  I take every complaint seriously, but I can't do anything about something that happened in the past before I started working here.  Every single apartment this person listed does not have anyone living in them.  I have made it a priority to make sure everyone's needs are met and that this property is an enjoyable place to live for everyone.  I do not know what happened in the past, but I have not had any problems while working here.  The person that wrote to you said that the Property Manager has a child being babysat by someone that lives at ********* Apartments, which is untrue.  I do not have a child being kept by anyone out here.  Maybe that happened with a previous manager, but that is definitely not the case with me.  I take pride in the changes I have made since becoming the Property Manager here and will continue to do my best so that everyone can enjoy living in this amazing apartment community.  I also have to go by the binding lease agreements that our tenants sign, so if it says there is a lease break fee that has to be paid if the person chooses to break their lease, then I have to uphold the lease agreement for everyone.  I am not allowed to pick and choose who has to pay a lease break fee or who doesn't.  I will always do what the lease agreement says.    

  Customer Answer

  Date: 02/19/2025

  I am rejecting this response because:   You should involve your corporate office. This is above you. Your responses are laughable and clearly have no understanding of federal housing laws and standards. Just because YOU werent working somewhere at the time of occurrence means nothing. How dare you disrespect me. I have removed myself and property from this domicile as I stated and will have nothing further to do with this. 

• Initial Complaint

  Date:12/31/2024

  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 signed a lease on 07/2024 to move into an Apartment complex owned by Willow Bridge, 'Aventura at *********************' in ***************. My move in date was October 1st and i paid the required deposit, changed my address, got renter's insurance and set up utility services prior to my move in date, per their requirement They called me a day before my move in date (on September 30) saying the apartment i waited for since July was not available. I decided to rent elsewhere and asked for a refund of my deposit. They replied after my second email stating they processed my refund. I was informed refund was sent to my old address and was asked to give them my new address. I emailed back my new address on same day and waited for a month before contacting them to let them know i still haven't received my refund. There was no reply from the property since then and I still have not received my refund after 3 months wait. It is very frustrating and time consuming to write 4 emails to a property to request a refund that should have been done within days to weeks. From not knowing the availability of specific apartment units, which created a big inconvenience to me, the slow response and disregard to all my requests shows unprofessionalism and poor management. I am requesting my refund ASAP.

  Business Response

  Date: 01/17/2025

  The check was cut an mailed out to the forwarding address she provided to us as of last week.  

   

   

• Initial Complaint

  Date:12/26/2024

  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 haven't had hot water in my apartment since December 9th. The office staff said they were waiting for delivery of a part and it would take 7 to 10 business days to be here. The maintenance people said that they were unaware of our hot water situation but the other maintenance person said that, no not waiting on a part, they were waiting on a bid. I just want it fixed.

  Business Response

  Date: 12/26/2024

  Thank you for your email. Willow Bridge Property Company no longer manages the ************** community. Please contact the onsite team for the new management contact information. 

• Initial Complaint

  Date:12/19/2024

  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.

  Nature of Complaint:I am filing this complaint regarding deceptive practices, mishandling of tenant access, and discriminatory treatment at Azure on the Park, involving an incident with *** ****** ******** and Mr. ***** ********** The property management team has provided false information to involved parties, mishandled tenant access rights, and prioritized the interests of one tenant over another, leading to unnecessary conflict and harm.Summary of Events On October 7, 2024, *** ******** moved into the apartment at ***** on the Park, sharing it with her roommate, ********************* who signed the lease. The management accepted and processed:1.A renters insurance certificate naming both *** ********* and *** ********.2.A payment of $5,182.58 on October 7, 2024, handled by Mr. ****** in the leasing ********** ******** has consistently demonstrated residency through mail delivery, possession of a building fob, and managements acknowledgment of her presence.However, on November 4, 2024, *** ********* abruptly vacated the apartment, reportedly due to emotional abuse by Mr. ********** Following this, Mr. ********* deactivated *** ********* fob and denied her access to retrieve her belongings. Despite *** ********* attempts to resolve this matter on November 5, 2024, with evidence from a recorded interaction and an eyewitness, management failed to intervene or uphold her rights as an established resident.Issues with Management 1.Misinformation: Willow Bridge and Lincoln Property Company representatives misled *** ******** about police access and protocols for property retrieval.2.Discriminatory Treatment: Management ignored documentation of *** ********* tenancy and prioritized Mr. ********** despite reported abusive tendencies.3.Lack of Resolution: Despite multiple calls to ***** (property manager) on November 12, 2024, no resolution or guidance was provided.4.Misrepresentation of Fees:

  Business Response

  Date: 12/26/2024

  The complainant is not a lease holder.  We must abide by our lease agreement with existing lease holders and cannot provide access contrary to the lease agreement.  We have also tried to assist.