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:12/16/2024

  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.

  Date of issue- November 2024- My issue is with GNATS in my apartment. Property is giving me an issue with some windows that were approved to be installed--The Regional Manager approved 1st contractor quote- Now Im being told they must get 2 more quotes. This was not communicated to me- The Regional Approved the 1st contractors quote given- They are stalling me now- Old windows have molding and are having selant issues causing GNATS to come in through the windows. Pictures were provided. One window also has water damage due to water coming- Now they are making me wait- Even after the Regional Manager approved 1st contractors numbers- This is not my fault or my problem- Im allergic to mold and these windows have molding- Again pictures were submitted to the property and the regional manager. I just these installed now because GNATS will continue coming through the windows- There are 3 bad windows 2 in my bedroom and 1 in my dining room-- I had over 30 GNATS under one window. and water damage on that same window. The fact the property said they had to on 2 other quotes is not my problem- The Regional Manger over this property a approved it I have her email-- So the fact they are making me wait is not acceptable to me. The office needs to advise, and they need this complaint filed against them. No one should have to live like this withe moldy windows and GNATS coming. They just raised my rent to Im paying ******* a month now.. I have had this issue since April of this year coming from my bedroom windows- Management made aware they even came out- I had a lot of GNATS on my bedroom windows at that time- The property just advised me to clean out garbage disposal and use spray - They even had pest control come out- It was a temporary band aid- I asked for the windows to be replaced at the time I was rejected by the property manager. All I want is the property to get these instlalled of me having to wait on 2 other quotes since the windows were apporved.

  Business Response

  Date: 12/23/2024

  We have ordered the windows for replacement, the initial vendor did not guarantee the work, so we took the project out to bid. The windows will be replaced as soon as the materials are ready. This has been communicated to the resident since the complaint was made.

   

• Initial Complaint

  Date:12/05/2024

  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.

  We went for clarification about our new lease before we signed and were told we would be paying one amount, then our portal shows we owe over $100 more monthly. They have lied multiple times to our face, and now the manager keeps avoiding us when we try to talk to her and find a resolution. This is far from the first major issue involving this management team since they took over a couple months ago. It would not surprise me if there are other complaints to the BBB because we are hearing from our community that these same surprise charges are appearing on their portal when they try to pay rent. Please help us, we don't know what else to do.

  Business Response

  Date: 01/06/2025

  We are truly sorry to hear that you have had a negative experience, and we want to assure you that Charleston Hall management values all our residents. Our team is always here to assist with any questions or concerns you may have.
  Per the Lease Agreement you signed, your rental rate was set at $1525. This rate does not include additional fees for utilities (water/sewer, trash, pest control, and electricity), which are outlined in the Utility Addendum of your Lease Agreement. These fees, along with the rental rate, were also visible in your online portal, and we believe this may be where the confusion arose.
  Please know that our associates have the best intentions and always aim to support our residents. We understand that changes can be difficult, but we also ask for mutual respect and understanding in all interactions. We cannot allow any resident to enter the office and engage with staff in a disruptive or aggressive manner, as we want to maintain a professional and productive environment for everyone. Our staff is small, and we may have prior appointments, so for the future, we recommend scheduling an appointment to ensure we can dedicate sufficient time to address your concerns.
  At ***************, we are committed to maintaining the highest ethical standards, and our goal is to ensure that all residents have the best possible living experience here. We appreciate your understanding, and please feel free to reach out with any further questions or concerns.

• Initial Complaint

  Date:11/24/2024

  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.

  The leasing office duped me into moving into an apartment that lacks insulation. They also never respond to my emails and have even failed to get back to me after promising they would when speaking in person. I have had to fix my own toilet, sink, water heater, stove, insulation, and shower drain. I was ignored when trying to discuss these issues, as well as a renewal offer that I was not happy with because it these issues still persist and they attempted to raise my rent. Yet when I contested the renewal offer, they simply ignored me and extended my rent for 4 months at the original rate. I've now stopped paying rent because I want answers, explanations, and action. They came to my door asking for rent and pleading with me that it could impact their job, yet still show no remorse, care, or even consideration to the fact that I do not have a renewal offer, nor a fully functional apartment even though I've continued to pay full rent. I am tired of paying a premium that I am not receiving. And to make matters worse, I cannot even be comfortable in my own home.

  Business Response

  Date: 11/26/2024

  ******,
  Thank you for reaching out regarding your concerns.  I also appreciate you for stopping by the office to talk to me.  After reviewing your account, I have not seen any work orders since you moved in.   The maintenance team will be more than happy to address any work orders you may have as long as they are received.  I do see the 2 most recent ones that you put in overnight. 
  Like I told you, I will not make excuses if the office staff does not respond to emails. I can assure you that if I am included, I will make sure that they are addressed. I have given you your renewal offer and will honor your choice to vacate at the end of your lease. 
  You still owe November rent since your payment was returned. December rent is due in a few days, but we can prorate if you choose to move on 12/7.
  Please reach out to me if you have any further questions or concerns.  
  
  
  
  Thank you for your time,

   

  *********

  
  

  Business Response

  Date: 01/07/2025

  Hello ******, I wanted to apologize about the fact that we missed your email in regard to renewing. We do our best to respond to everyone in a timely fashion, though sometimes messages get missed. We did speak with this employee about the importance of sorting to and responding to all emails. The office is open six days a week, we also have a functioning telephone and multiple email addresses to reach out to as well. While looking through your work orders, I do not see anything put in for your washing machine until after you sent a follow-up email in November. We encourage residents to put in their work orders through the app or website or come speak to us about the issue (if no response, please assume we did not see it) so that we can track the request in our system. Before that washing machine request, no work orders have been entered since October of 2023. Our units are all to code and were built with proper insulation. I again apologize about the missed email, but once we were made aware when you followed up five months later, we did address your concerns. I see that you have since moved out and wish you all the best on your next endeavors. Feel free to reach out to the office if you need anything additional from us.

  Customer Answer

  Date: 01/07/2025

  I turned my move in sheet the first week and spoke with ****** about needing to be added to the front gate entrance app. I had to come back into the office two more times in order to finally get setup on it. I did visit the office a handful of occasions, or even talked with the front office ladies at my own front door. All of these matters were expressed and discussed multiple times. Worst of all is the very stove, that was being worked on when I toured, wasn't even fixed once I moved in. The washer, insulation (especially front door), stove, toilet, clogged shower drain, and water heater all needed some major, some minor, ***. I never heard anything back as I was told I would. Even the front gate, I only was ever able to open via the app itself, not my vehicle pass. That never worked, but I just adapted rather than care to try to get it corrected yet again. Because of all this, I'd like to know what the washer and stove fee is per month? What does the paid admin fee really provide a renter? I'm okay with not getting these answers if your office is telling me there's no longer a debt. If not, I'm not okay with many of your charges, and want to further discuss what is owed. 

  Customer Answer

  Date: 01/08/2025

  I am rejecting this response because:   I turned my move in sheet the first week and spoke with ****** about needing to be added to the front gate entrance app. I had to come back into the office two more times in order to finally get setup on it. I did visit the office a handful of occasions, or even talked with the front office ladies at my own front door. All of these matters were expressed and discussed multiple times. Worst of all is the very stove, that was being worked on when I toured, wasn't even fixed once I moved in. The washer, insulation (especially front door), stove, toilet, clogged shower drain, and water heater all needed some major, some minor, ***. I never heard anything back as I was told I would. Even the front gate, I only was ever able to open via the app itself, not my vehicle pass. That never worked, but I just adapted rather than care to try to get it corrected yet again. Because of all this, I'd like to know what the washer and stove fee is per month? What does the paid admin fee really provide a renter? I'm okay with not getting these answers if your office is telling me there's no longer a debt. If not, I'm not okay with many of your charges, and want to further discuss what is owed. 

  Business Response

  Date: 01/17/2025

  Hello ******, there is no monthly fee for appliances. I see that you moved in 12/08/2023 and the first recorded work order we have is 11/25/2024 with only two work orders placed after that time and a move-out date of 12/10/2024, all of which were addressed. I do acknowledged we missed an email from you in July stating you wanted us to look at your washing machine as you had concerns about it as well as your light on the patio. The charges on your final account statement are accurate and I have attached photos of what you were charged for. Thank you for reaching out, enjoy the rest of your evening. 

• Initial Complaint

  Date:11/23/2024

  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.

  Final statement is overcharging me 2 days of rent - $112.87. We moved out 9/26 which is 26 days of the month. There is a charge of $1720.33 for 26 days, yet another 2 days of $112.87. This does not add ******** statement is charging me for damages to walls, I have pictures of every wall in the apt, the last day we moved out. There was no damage at all. I have asked for proof and I've been ************* statement is charging me $20 for black stain in carpet. There was no such stain and no proof. We never wear our shoes inside and don't have pets. This is a scam that is being charged to everyone.When I first received the move out statement there was a late fee of $169.30, this has since been corrected.I have made numerous calls, 2 site visits, and multiple emails and I am being completely ignored. Someone needs to look into the practices over at *********** in *****. A friend of ours moved out and was charged for the same carpet stain, wall damage and stove top that they claim had to be replaced. We took pictures of the stove top at our friends apt one day before the new tentants moved in and it was not replaced!!!!! I sent the pictures to my friend to dispute. Why the nickel and diming? These apartments are expensive to begin with and we have made our monthly payments on time every month. I am asking for the wall damage of $140 reversed, the carpet stain fee of $20 reversed and the 2 extra days we are being overcharged for rent of $112.87. Additionally we are asking for our deposit of $100 back.

  Business Response

  Date: 11/26/2024

  The previous resident is receiving a refund of $32.60 as of 9/26/2024.  In good faith we reversed the $20.00 carpet cleaning charge and the $140.00 wall repair charge.  The new refund is $192.60.  Ther is no balance owed.  I called the previous tenant and discussed his move out charges and he was in agreement with the rent and late fee adjustments.  

  Customer Answer

  Date: 11/27/2024

  I am rejecting this response because: my complaint is also requesting my deposit of $100.  

  Business Response

  Date: 12/05/2024

  The resident turned in keys on 9/26/2024.  After removing all damage charges and adjusting the rent, the resident is receiving 2 additional days of free rent.  The refund that they are receiving is 192.60.  Teh refund in the attachment is what they are actually is due back to them which includes the entire deposit being refunded.  The actual refund is only $55.46.  Please let me know if you have any questions about the attachment.

  Business Response

  Date: 12/05/2024

  The resident turned in keys on 9/26/2024.  After removing all damage charges and adjusting the rent, the resident is receiving 2 additional days of free rent.  The refund that they are receiving is $192.60.  The refund in the attachment is what they are actually due back to them which includes the entire $100.00 deposit being refunded.  The actual refund is only $55.46.  Please let me know if you have any questions about the attachment.

  Customer Answer

  Date: 12/05/2024

  After many attempts to reach the corp office and the local office, today I received yet another spreadsheet of charges and credits that manually put together.  This is will be the 4th CORRECTED spreadsheet I have received.  I was able to finally sit down on the phone with the manager ***** and we went line by line.  She admitted to mistakes in their accounting and apologized for them.  At this point I am agreeing to accept the charges and credits as they are from the 4th spreadsheet I received as this has gone on way too long.  The credit ***** and I agreed to is $192.60.  She has offered to expedite the check and I will be able to pick it up as soon as she has it.  My word of advice...pick up the phone and call your complainant, do not wait for them to take this to the extreme of filing with BBB or other agencies.  Additionally, I never received a call back from ****** ***** from the Willow Bridge corp office which again, no communication. 

  Customer Answer

  Date: 12/05/2024

  I have reviewed the business response and accept the resolution of the 4th statement sent to me via email from ***** this afternoon and a conversation we her and I had on the phone.

• Initial Complaint

  Date:11/18/2024

  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.

  Prior to moving in, I was not accurately informed that I would be paying extra fees for a washer/dryer, mailbox keys, or gas. I was told that a washer and dryer came with the unit. *****, the office manager at the time, did not tell me that I would have to pay a $55 rental fee every month. She also told me that gas was included in the rent. However, there is an additional $45 monthly fee for gas added to my rent. I was also not informed that in order to receive keys to my mailbox, I would have to go to the local post office and pay a $26 fee to receive keys. According to paragraph 31 paragraph 1 the responsibility of the owner is to keep common areas reasonably clean. In the short time that I have been at **************, the common areas have not been kept reasonably clean. Hallways and breezeways go weeks without being vacuumed, trash gets left outside doorways for several days, dog p*** is left all over grassy areas, trash and beer cans/bottles litter the ground, the dumpsters are overflowing, and trash gets left for weeks around the dumpsters. This is unacceptable and a health and safety hazard. Property managers and owners need to do better. Maintenance requests have not been completed in a timely manner and some requests have not been fulfilled at all. Several of my maintenance requests took weeks to be addressed. Some were even marked as completed when they were not completed at all. I still have unfinished maintenance requests from a month ****** addition, to the above, the units contain mold and roaches. I have made several requests for pest control and while the request is marked as completed, I still see roaches daily. According to the lease, tenants are not to smoke within 99 feet of the building, yet people are constantly smoking on their balconies and the complex smells like marijuana.I have already put in a notice to vacate early and have paid the early termination fee, but I am requesting to have that amount refunded to me.

  Business Response

  Date: 11/21/2024

  Unfortunately, Willow Bridge is no longer the management company for Cobalt Springs.  The Owner is acting as their own management company, GVA, so all requests would need to be directed to them.  

  Customer Answer

  Date: 11/21/2024

  I am rejecting this response because:  This is completely unacceptable. When I signed the lease in August, Willow Bridge Management were the property managers and when I sent in my notice for early termination in September 2024, they were still under Willow Bridge Management. This is a Willow Bridge problem and not a GVA problem. Willow Bridge needs to refund me the early termination fee due to the state that the property was in under their management. This kind of response from Willow Bridge tells me everything I need to know about them. They don't want to take responsibility for their problems and resolve issues that happened while under their own management. I will never rent from a Willow Bridge property again. 

  Business Response

  Date: 11/27/2024

  There isn't anything left to say.  We can't refund money for a property we don't manage.

• Initial Complaint

  Date:11/16/2024

  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.

  This complaint is against WillowBridge Property Company, the management for Kinwood Apartments (formerly ***************************) in **********, **. Over my 4 year residency, I endured persistent discrimination, harassment, & retaliation by property managers *** ****, ******* ****, ****** ******************** *****, compounded by tenant abuse. These actions caused severe mental & physical distress & financial losses. After management changed in 2020, I faced discriminatory & retaliatory actions despite informing them of my disabilities, resulting in PTSD, anxiety, agoraphobia diagnosis. I was targeted for addressing racial discrimination & unsafe conditions. Management took me to court for baseless nonpayment proceedings, billing me for rent not owed. To avoid further retaliation, I paid unjust judgments. They then initiated eviction proceedings after offering & rescinding a lease renewal, falsely claiming I was a holdover. I was locked out of my apartment in October 2024 while undergoing critical immunosuppressant treatments. On 7-2-24, a tenant placed dog f**** in my pocketbook in my car, stating, "That's why they don't want to renew your lease," revealing collusion with management to intimidate me. Tenants have repeatedly used racial ***************** On Thanksgiving 2021, a tenant spat in my face & hurled racial slurs. Management escalated retaliatory tactics instead of addressing these incidents. My former boyfriend also faced harassment. Our relationship ended after domestic abuse, culminating in a violent attack in May 2024. Days later, the landlord initiated eviction proceedings despite knowing my circumstances. Local law enforcement dismissed my reports as private property matters, ignoring criminal acts & leaving me unsupported. These events highlight systemic discrimination and violations of the Fair Housing Act, ADA ************ and tenant rights. I seek a thorough investigation, accountability, & compensation for the harm and damages I endured.

  Business Response

  Date: 12/02/2024

  Willow Bridge and Kinwood Apartments pride themselves on providing excellent rental properties and customer service to all of our tenants and prospective tenants regardless of race, creed, religious affiliation, sexual orientation, or other distinguishing characteristics.  We strive to maintain a diverse tenant population in all of our properties that reflects the diversity of the communities in which we operate.  We vehemently deny this former tenants allegations of discrimination, retaliation, or other inappropriate conduct.  This particular tenant was lawfully evicted after a years-long pattern of late payment or non-payment of rent that necessitated bringing her to court at least three times, followed by her refusal to vacate the property despite the expiration of her lease and lawful termination of her tenancy.  As to monies owed, the court conducted multiple evidentiary hearings and repeatedly found the tenant to be in default of her obligations to pay rent.  Furthermore, the tenant raised the same claims of false charges, discrimination, and retaliation during multiple court hearings and each time the court found these allegations to be meritless and unsupported. 

• Initial Complaint

  Date:11/08/2024

  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 live at 2019, *********************************. I have had an infestation of roaches, almost since the day I moved in. I have seen or received notes from pest control 3 times since march and the issue has persisted since then, but I was told that the spray would take effect and to give it time. I started filling work orders again in October 11 and did not receive an affirmative response that something would be done until November 4th, and I filled out an additional 2 complaints in that time. I have contacted the Gregg county health **** and was told that they could not send someone to ***** and was directed to several other agencies who said the same thing. I have had to throw away food and even furniture. I am now paying an extra two months rent just to get out of my lease and I dont want anyone else to get stuck living in this apartment.

  Business Response

  Date: 12/02/2024

  We take issues regarding pest control very seriously and apologize for any inconvenience this situation may have caused.  Upon receiving complaints, we initiated a thorough inspection of the unit and the surrounding units.  We scheduled an inspection of the unit for Wednesday November 13, 2024 and surrounding areas with our licensed pest control provider to assess the level of infestation and identify any contributing factors. Upon completion of the inspection, a comprehensive treatment plan was put into place to address the infestation, ensuring all affected areas are treated and thoroughly cleaned. Our pest control team will continue monitoring the unit and applying treatments as needed until the issue is fully resolved. 
  
  In addition to the treatment, we do have preventive measures to minimize the risk of future infestations, including regular inspections, maintenance, and tenant education on preventive practices. 
  
   We are committed to providing a safe, clean, and comfortable living environment for all our residents, and we apologize for any discomfort this has caused. We appreciate your cooperation and patience as we work diligently to resolve this issue. Thank you for your understanding.  
  
  

• Initial Complaint

  Date:10/31/2024

  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.

  In March 2024 my roommate and I signed a lease and moved into a property managed by Willow Bridge Property Company by the name of The ******* at ***************. The first day we moved into the unit we discovered that it was infested with roaches. Property management agreed to terminate our lease and assured us there would be no charge to us because it had been less than 30 days but we would not get a refund for any of the prorated rent we payed despite not spending even a single night in the unit due to the disturbing living conditions. On April 3rd we returned the keys and vacated the unit where we were once again reassured that there was no balance or debt *********, October 31st, I was notified of a change in my FICO score due to a $50 collection being reported from The ******* at ***************. Not a single time was myself or my roommate ever contacted about this debt or its being sent to collections. Not a single letter, email, phone call, or voicemail was ever received by either of us regarding this alleged debt. I am seeking for this alleged debt to be settled by Willow Bridge Property Company and all efforts possible to be made to reverse the unjust reporting of this alleged debt to all credit bureaus.

  Customer Answer

  Date: 11/04/2024

  A representative from The ******* at *************** has reached out to close this debt. The collections company has stated they will be removing this collection from all reports but could take up to 30 days and currently awaiting this update.

  Business Response

  Date: 11/11/2024

  We've reviewed the charge, and though it's a legit charge because the former resident didn't return their gate access card, we have removed the charge from the ledger, contacted the collection agency to have the charge reversed and cleared the account. The collections company stated it would take several weeks for the charge to be removed from the credit report. Thanks!

• Initial Complaint

  Date:10/30/2024

  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.

  Request for Compensation and Rent Adjustment Please see letter to ****** Capital plus attached images for details on my complaint and remedy I am seeking. In summary, the actual square footage of my apartment is aprox 24% less than the square footage advertised on their website. This property is managed by Willow Bridge Property Company in ******, ** Given the discrepancy in square footage, I have overpaid approximately $4,500 in rent for the initial lease term. I am requesting an immediate refund of this amount or, alternatively, a credit toward future rent. Additionally, I am requesting an adjustment of my current rental rate to $1,200 per month, which reflects the 76% actual square footage ratio of the previously advertised rate. Alternatively, I am open to considering a larger apartment at the rate of $1,500 per month.Again, please see attachments for more details. Thank you.

  Business Response

  Date: 11/18/2024

  Willow Bridge Property Company is aware of the consumer complaint regarding the alleged discrepancy in the square footage of the consumers rental unit in the Enclave at ********************** in *********, **************. The advertised square footage of the various units available at the complex was obtained from the architectural plans utilized during the original construction. Willow Bridge has contacted the original architect and builder to have these parties confirm the actual square footage of the various units with the as built drawings for the development. Willow Bridge intends to convey this information to the consumer when it is available. Willow Bridge is committed to working with the consumer to address any issues regarding the actual size of his unit and the advertised size once the square footage can be confirmed  with the original the original design/construction team.

  Customer Answer

  Date: 11/18/2024

  I am rejecting this response because the business needs to take these additional steps:
  
  1. The residents of ****************** want the owners of this property to re-measure all of the floor plans to confirm actual size.
  2. The residents of ********************** want the square footage fugures on the *** website corrected if discrepencies are found.
  3. Current and former residents of ********************** want their rents adjusted both propactively and retroactively to compensate they for any discrepencies found.
  
  See attached EPM Resident Experience Survey.
  
  Thank you.

  Business Response

  Date: 11/19/2024

  Legal has advised us not to take any action at this time.
  
  Thank you,
  
  *** ****** (she/her)
  Business Manager
  Enclave **************

• Initial Complaint

  Date:10/28/2024

  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.

  I was at tenant of the ********** Apartments in *************** (*******************). This building is managed by Willow Bridge. My lease was sent to end on Sept 3, 2024. I told the manager of the unit, ****** *******, that we would move out at the end of the lease. We told Mr ******* this prior to 60 days before Sept 3, 2024. My wife then went into labor and spent a sufficient time in the hospital. We then spoke with Mr ******* after we were discharged from the hospital, and he told us to provide "written notice" that we were leaving. Mr ******* then used this against us to state that we had not provided notice in sufficient time to leave the **********. Mr ******* charged us $4667, which is equivalent to one month's rent. I wish to be refunded this amount for his poor business practice. We have spoke to Mr ******* and he refuses to pay us $4667.

  Business Response

  Date: 11/05/2024

  The resident vacated the property without providing proper notice. According to the lease agreement dated August 31, 2023, which was signed by both leaseholders, there is a stipulated requirement for a written notice of 60 days. This requirement was not adhered to by the resident. Furthermore, a renewal offer communicated on June 10, 2024 reiterated the necessity of providing a 60-day written notice. As a courtesy, we reached out to the resident multiple times via telephone. At no time have we communicated that a verbal notice would suffice in lieu of the written notice requirement.
  

  Customer Answer

  Date: 11/05/2024

  I am rejecting this response because:   

  Unfortuantely, the business is not being truthful and operating very irresponsibly and poorly.

  --------------------------------------------------------

  Business response:

  The resident vacated the property without providing proper notice. According to the lease agreement dated August 31, 2023, which was signed by both leaseholders, there is a stipulated requirement for a written notice of 60 days. This requirement was not adhered to by the resident. Furthermore, a renewal offer communicated on June 10, 2024 reiterated the necessity of providing a 60-day written notice.

  My response:

  >> The business sends an email stating "You have been sent one or more offer(s) for lease renewal (see attached)."  The link in the email leads to a blank page.  The document that the business has attached to this complaint is fabricated and was never received by myself.  Furthermore, there is no reason to click on this link in the email unless you are intending to renew the lease.  According to Florida statute 83.575 "The landlord must provide such written notice to the tenant within **************************************************************** the lease."  They failed to do this.  Hiding any kind of document in a link in a email that has nothing to do with "60-days" notice seems irresponsible by the business. (********************************************************************************************************************).

  --------------------------------------------------------
  Business response:

  As a courtesy, we reached out to the resident multiple times via telephone.

  My response:

  >> Unfortunately, this is also not true.  This business never reached out to us once about this.  As we have stated to the business several times, we had to reach out to them. They instead decided to ignore any verbal response from us and then, in my opinion, took advantage of us after this "60-day" had occured.

  --------------------------------------------------------

  Business response:

  At no time have we communicated that a verbal notice would suffice in lieu of the written notice requirement.

  My response:

  >> This is not true, as well.  We had communited with the manager, ****** *******, that we would be moving out, and he did acknowledge this.

  --------------------------------------------------------

   

  The sad thing is, that this business is taking advantage of a family who went into labor and required hospitalization during this disputed period.  Myself, and anyone who believes in the good of man, would find it very distasteful that the business chooses to act this way.

  Business Response

  Date: 11/06/2024

  Good Afternoon,

  We are dedicated to providing excellent customer service at all times. The renewal offer was sent via email using the same system that contacts other residents who do not have trouble opening attachments. As a courtesy, we also placed the renewal letter on your door on the same date it was emailed to you by our property management software, Entrata. If you have any further questions, please feel free to reach out to me via email.

  Thank you.

  ****** *.

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

  Customer Answer

  Date: 11/06/2024

  I am rejecting this response because:   
  

  there was no response left on our door at any time. Unfortunately, this business has a history of making false statements, such as this one. Ill have to reach out to their corporate office at this point in time.