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

• 

  Flats on First Apartments

  21 Charles St Cambridge, MA 02141

• 

  Wellington Place

  34 Brainard Ave Medford, MA 02155

• 

  The Aven at Newton Highlands

  99 Needham St Newton, MA 02461

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:10/24/2024

  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.

  I am writing to file a formal complaint against Willow Bridge Property Company, specifically the ****** Point Apartments 1030 **** ****** Rd, **********, ** due to their failure to honor a renewal incentive and a persistent lack of communication despite repeated follow-ups. In July 2024, my now wife and I renewed our lease with ***************************************** based on the offer of a $500 **** gift card as an incentive. The leasing office explicitly confirmed this incentive would be provided within a specified time frame after our lease renewal. We have now fulfilled all conditions for this incentive, including timely lease renewal and payment of rent. Despite this, we have not received the promised $500 **** gift card. And it has been two months since our lease started.I have made numerous attempts to contact the apartment management for clarification and resolution. These attempts include emails, phone calls, and in-person visits. Despite my diligence in reaching out and following up, the apartment management has continued to delay or avoid resolution. On many occasions, I was told that the issue would be escalated to upper management, but received no further updates.I expect the immediate fulfillment of the $500 gift card incentive, as well as either direct financial compensation or a reduction in rent. Thank you for your assistance in resolving this matter. I hope that Willow Bridge/****** Point will take swift action to resolve the issue and prevent similar experiences for other tenants.

  Business Response

  Date: 10/28/2024

  We are continuing to work through this to resolve as soon as possible. Our office has maintained contact with the residents since this issue was brought to our attention and have actively been working to see it through; though there has been several delays with the funding. The residents have not been into the office to speak with the manager on this topic, though phone calls have been placed and I have spoken to Ms. ******* on the phone regarding this issue and reiterated that if there is anything that we can do to help further to not hesitate to reach out. 

  Customer Answer

  Date: 10/28/2024

  I am rejecting this response because:   

  Because this is the same exact response we received last month when my wife filed a BBB complaint. How is it possible to take such long delay for something that was promised upon the beginning of the lease? 

  Business Response

  Date: 11/27/2024

  I do not believe any further response is needed at this time. I have spoken on the phone to these residents as well as invited them into the office to speak with me further. I do not know why it has taken so long to get these gift cards funded; but received confirmation from our accounting department that the payment will be processed today 10/28 and then we should be able to issue the gift card.
   
  
  ***** ******
  Business Manager

• Initial Complaint

  Date:10/17/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am addressing a concern regarding Willow. Bridge and its compliance with fair housing and housing practices. While your companys online presence asserts adherence to these principles, I believe there has been a breach of these commitments, specifically in relation to the treatment of individuals utilizing state-funded programs to assist with move-in/ongoing costs. This behavior appears to violate Massachusetts General Law Chapter 151B.I have consulted with several authoritative entities, including Housing Court, a legal expert, the ************************************************ (***), the ************************************************************* (****) and will be filing a complaint with the *********************************************** (****. I have documented several communications with a representative of Willow Bridge, that contain misleading information provided to potential renters. This information appears to be intended to discourage individuals from pursuing rental opportunities with your company.Specifically, I have evidence indicating that representatives whom have stated that renters utilizing state funded programs are assumed not to be considered for long-term tenancy due to funding cap.I am prepared to provide this documentation should it be necessary for further investigation. This matter should be addressed promptly and ensure that your company adheres to all applicable laws and regulations regarding fair housing practices.

  Business Response

  Date: 10/17/2024

  Thank you for reaching out about your issues/concerns. To better assist you with this matter, can you confirm the name of the property you are referring to? 

  Customer Answer

  Date: 10/20/2024

  ************ located in ******, **

• Initial Complaint

  Date:10/15/2024

  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 have had no air conditioning or heat since May. It is now cold outside and inside. I have a leak in my ceiling since 2 months ago. Maintenance told me someone would be here within 2 weeks to repair and paint. I am allergic to mold. I have called Maintenance and management numerous times and to no avail. I have paid my rent on time all these months and the living conditions are unacceptable.

  Business Response

  Date: 10/16/2024

  Thank you for reaching out to us with your concerns. To better assist you, will you confirm the name of the property you are referring to?

• Initial Complaint

  Date:10/15/2024

  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.

  I am writing to file a formal complaint against Willow Bridge Property Company, specifically the ****** Point Apartments 1030 **** ****** Rd, **********, ** due to their failure to honor a renewal incentive and a persistent lack of communication despite repeated ************* July 2024, my now husband and I renewed our lease with ***************************************** based on the offer of a $500 **** gift card as an incentive. The leasing office explicitly confirmed this incentive would be provided within a specified time frame after our lease renewal.We have now fulfilled all conditions for this incentive, including timely lease renewal and payment of rent. Despite this, we have not received the promised $500 **** gift card.Since May 2024, I have made numerous attempts to contact the apartment management for clarification and resolution. These attempts include emails, phone calls, and in-person visits.Over the past 5 months, despite my diligence in reaching out and following up, the apartment management has continued to delay or avoid resolution. On many occasions, I was told that the issue would be escalated to upper management, but received no further updates. I have attached all email correspondence.I expect the immediate fulfillment of the $500 **** gift card incentive, as well as either direct financial compensation or a reduction in rent.Thank you for your assistance in resolving this matter. I hope that by involving the BBB, Willow Bridge/****** Point will take swift action to resolve the issue and prevent similar experiences for other tenants.

  Business Response

  Date: 10/16/2024

  As the new manager taking over at ****************** this was a new issue that was brought to my attention and was unaware of anything that had taken place in months prior. After the resident's lease renewed in September 2024, they began to ask for their promised gift card to be sent to them. Communication has remained open and have been updating weekly. The invoices for this incentive  have been submitted but are awaiting payment. As soon as this goes through the gift card will be sent. 

  Customer Answer

  Date: 10/24/2024

  I am rejecting this response because:   This situation has been ongoing for months, and the explanation provided by the new management is unacceptable for several reasons:

  1. Failure to Address the Financial Compensation: The managers response entirely ignores the issue of financial compensation owed to us. The gift card was part of our lease renewal agreement, and we have yet to receive it. While the manager mentions the submission of invoices, no clear timeline or assurance has been provided as to when we can expect the payment. This lack of transparency is frustrating and unprofessional.

  2. Threats Regarding Renters Insurance: More recently, we were threatened with being charged for the apartment complexs renters insurance policy, despite the fact that we already have our own coverage. Proof of our renters insurance was submitted, yet we are being harassed with threats of additional charges. This behavior is completely unacceptable and only adds to the frustration of not receiving the promised compensation.

  We have fulfilled all of our obligations as tenants, including timely renewal of our lease and providing proof of renters insurance, on time rent payments, etc. In return, we have experienced unnecessary delays, mismanagement, and now, threats of additional charges. At this point, we are requesting immediate resolution, including the delivery of the promised gift card and cessation of any further threats regarding insurance charges.

  Customer Answer

  Date: 02/03/2025

  They have made things right and granted us the gift card they originally promised. I am comfortable closing this complaint.

• Initial Complaint

  Date:10/15/2024

  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.

  On September 30th I applied for an apartment listed online with Silverwood apartments managed by willow bridge. The next day I was informed that the apartment is not available nor even close to ready per the manager and that the $200 deposit I had paid would be refunded to the card I paid it with. It has been over two weeks and I have not received a refund nor can I get a response from anyone at the apartment management

  Business Response

  Date: 10/28/2024

  Hello, this prospective renter was contacted and refund check was issued accordingly.

• Initial Complaint

  Date:10/11/2024

  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.

  Subject: Unjust Withholding of Security Deposit and **************** Charges by Willow Bridge Managed Property, The Highland Apartments, located in ***********I am writing to formally dispute the actions of Willow Bridge management concerning the unjust withholding of my security deposit after my recent move-out, as well as unauthorized charges for renter's insurance over the past two years.Despite my efforts to resolve these issues directly with the property management, I have encountered extreme stress and frustration due to their lack of cooperation. My security deposit was withheld without proper justification, and my attempts to address this through a formal dispute letter have gone unanswered. Additionally, the ongoing renter insurance charges were applied without my authorization, further compounding my financial burden.I feel I have been left with no choice but to escalate this matter, as the management has consistently failed to communicate or rectify the situation. I am seeking assistance in recovering my rightful security deposit and addressing the unauthorized charges.Thank you for your attention to this matter.

  Business Response

  Date: 10/21/2024

  At move in, ******** was provided with the insurance specific requirements we needed. She obtained a policy but it did not meet the requirements. Our in house insurance company, Assurant, contact ******** on several occasions from 10/14/2022 to 1/26/2023.Since the policy was not updated, an insurance policy was taken out on her behalf. ******** received a monthly statement in which the insurance cost we were assessing her was outlined. A monthly statement is sent to all residents by Conservice.  I have also attached a copy of her lease reflecting she agreed to these terms. 
  
  
  ******** noticed the insurance charge in July 2024. Once there was a corrected policy and submitted to our in house insurance company her charges were stopped and refund issued for 9/2023-09/2024 and no further charges were incurred. 

  Customer Answer

  Date: 10/21/2024

  Hello, I would like to add the move-in inspection notes, and highlight the portion mentioned regarding the tub cracks upon move in. This supports my narrative that my security deposit was charged for fixing something that was clearly a quality issue to begin with. Thank you. 

  Customer Answer

  Date: 10/21/2024

  I am rejecting this response because:  Thank you for the reply. I must, however, correct a statement about the 3rd party insurance (Assurant) attempting to reach me to notify me about an issue with my personal renter's insurance document. In fact, they did not have my email on file until I provided it to them on 8/6/24, upon me calling them, asking to see a copy of the policy I have been charged for all these months, without my knowledge. Would the business please share supporting documents where the communication regarding their attempts was made? I would also kindly ask the business to address the matter of my security deposit withholding (notice sent via certified mail and copy enclosed via attachment shfreceivi24100112210). I have shared additional attachment, namely that of my move-in inspection (imp_9690, 91, 92). I would like to direct your attention to my notes regarding tub condition upon move-in. Thank you for your time and look forward to arriving at a mutually agreeable resolution to this matter. 

  Business Response

  Date: 10/22/2024

  I have talked with ******** and we have come to an amicable solution for both parties. ********, we are truly sorry for the experience and am grateful for your willingness to talk and work this through. I did process the refund and you should receive the check for those charges in the next 7-10 days. Thank you again for your patience and understanding. Please let me know if we can assist further.  

  Customer Answer

  Date: 10/22/2024

  I have reviewed the business response and accept this resolution. Thank you ***** for taking the time to walk through the case with me and finding a prompt resolution. 

• Initial Complaint

  Date:10/10/2024

  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 applied on Oct 3rd, was not approved until Oct 7th. You signed the Fee Acknowledgment stating 48 hours after signing application I could get a refund. You called multiple times, no answer. They were rude, stated I should have left voicemail or reached out via email. There are many reviews that this apt has been infested with many vermin. The leasing ladies never addressed that either. Also how can you cancel if you dont get approvals within that 48 hours. Put how she stated no one else has this ************ been doing this for 15 years. Apartment complex is 53 West luxury apartments ***********************************************************************************************************

  Business Response

  Date: 10/11/2024

  Hello Ms. **************** application was submitted via the online portal at 10:03pm on October 3, 2024, which was a Thursday after our office was closed.Your application was processed on Friday October 4, 2024. The application was fully approved on Monday October 7, 2024 by the manager and you were sent a welcome letter on that day via email. 
  We received a call in the leasing office on October 10, 2024 stating you wished to cancel the application. We did let you know the fees would be non-refundable as the apartment had been held off the market for 7 days. The application fee acknowledgement you signed also states you understand the fee is non-refundable after 48 hours. In addition to signing this document our application requires you to agree to all the terms and conditions before you submit the application, which you did agree to as well. 
  Our phone calls are recorded and are linked directly to the guest card. The first call we received from you was on October 10, 2024. The screen shots attached of missed phone calls are 3 seconds in length. 3 seconds is not enough time for the call to be patched to the leasing office. 
  I apologize for any misunderstanding and wish you the best in your future endeavors. 

   

• Initial Complaint

  Date:09/25/2024

  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.

  Attached is a WORD document with more details. I want to end my lease early without penalty because of these issues. Management or Corporate will not respond to me to acknowledge and resolve my request. Been a tenant for over 5 1/2 years. Unsafe and Unhealthy property!! My car has had over $19,000 in damage My car was broken into and vandalized along with numerous others. In this area there are many pole lamps not lit and building (garage lights) out. No cameras anywhere to deter crime.Garage doors spray painted with vulgar explicative twice within 2 months.The property wreaks of dog feces!! I have a balcony and I cannot sit out there. The stench is intolerable!Dogs constantly unleashed and let p*** anywhere without anyone cleaning it up.Garbage strewn all over the parking lot A car next to mine had its windows shot out.2 years ago, there was a shoot out and one person was killed in their car by gunshot.The recycling area is full of garbage at all times!! Very disgusting if you try to put your recycling in any container.Parking is not enforced at all! Only handicap spots are monitored and cars towed. I have been here a long time, and when I work at night and pull in at 11 pm, and there are no spots left!! Please, there in no way are all of these spots filled with paying tenants limited to one car. And, I will walk mile before I will park in the ********** with no lighting. Not after over $19, 000 damage to my car in 2 months!!All areas smell of marijuana use all of the time. In my apartment I can smell it in my bathroom constantly.During pool season, when the office closes, the doors are locked. No bathroom facilities available for 4 hours while using the pool. With a pool full of kids, I dont have to tell you what is happening!!! I stopped going to the pool. And I pay for this amenity!!Breezeways constantly have trash and garbage stains everywhere.The hill by the visitor parking near me is inundated with trash thrown over.

  Business Response

  Date: 10/03/2024

  Management has received this complaint and will agree to Mr. ***** settlement request to be released from his current lease agreement with ************** at ********* without penalty given the following is received in the leasing office: a 30 day written notice to vacate the apartment. During this 30 day period, all rental payments must be made within the due date and must include any and all fees owed.

  Customer Answer

  Date: 10/04/2024

  I have reviewed the business response and accept this resolution. 

  I want to thank Willow Bridge Property for understanding my situation and offering me a good resolve. I am grateful and wish them the best!

  Thank You,

  ****

• Initial Complaint

  Date:09/17/2024

  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 am a resident of the ****************** at ************ from Aug ******* car was towed on Aug 29th 2024 in the apartment garage by the tow company hired by the apartment. I found out my car was missing on Aug 30 and paid in total $490 to get my car back on Aug 31st. I requested the apartment company to ask the tow company to refund fees paid as my car should not be towed. The reasons are as follows:1. The apartment only requires to have valid registration to park in the garage. My car is a leased vehicle that registered with California DMV. I have already paid my fees and renewed my registration online (CA DMV website) in mid July 2024, which means my vehicle has valid registration. However, they insisted on that I did not have a valid sticker. No sticker does not equal to invalid registration. 2. I used my car during the night of Aug 15th 2024, and I was 100% sure there was no stickers nor notification given to me on that day. However, the towing company insisted they gave the notification on that day. If that's the case, then please provide the proof of notice given on that day.3. I had travel plans from Aug 16th to Aug 31st, which means I was not in my apartment and had no ways to check the car or contact the apartment and the towing company. The apartment hires the towing company to make sure the residents are able to park in the garage instead of other people. The apartment did not give any ways of notification to the residents and help to protect residents' property. I found out my car was missing and got the information from 911, and that made me feel very disappointed.4. Since the towing company is hired by the apartment, then it is the apartment's responsibility to request the refund or reimburse the amount.

  Business Response

  Date: 09/19/2024

  Good afternoon,

  
  I am **** ****** the business manager from Junction at ************. She has been a resident since August of 2023. She was stickered on 8/15/2024 and she had ten days to get her car registered which was then towed on 8/27/2024. Per our lease agreement the vehicle has to be registered and in compliant. When you move out of state to ***** you have to register your vehicle with Texas within thirty days.

  
  Please let me know if you have any questions.

   

  Sincerely,
  
  **** ******

  Customer Answer

  Date: 09/20/2024

  I am rejecting this response because:   

  First I have a leased vehicle and I am moving out of *****. Again this has nothing to do about Texas registration. I do have a valid registration and it is a valid vehicle. 

  Second, as I said, I was out of town from Aug 16th to Aug 28th, and I was not able to get access to my car and know what notification was given on my car. It is the apartment's responsibility to give different ways of notice to the resident as the car is the property of the resident.

• Initial Complaint

  Date:09/17/2024

  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 have been constantly dealing with a ***** infestation ever since I resigned my lease. I have numerous complaints filed about the issue. They spraying multiple times and I clean constantly with no help they keep telling me to wait it out and see. Its disgusting and unfair to live in the rent is to high to have to deal with bugs and a rude assistant manger. Everytime Im trying to speak with someone or get more information and help shes rude and doesnt respond well to people. This issue has been going on for months on end with no resolve.

  Business Response

  Date: 09/19/2024

  I hope this message finds you well. As the property manager for ***** Forest, I wanted to take a moment to address an issue that has recently been brought to our attention. We have received your reports of a pest control issue in your apartment home, and I want to assure you that we are taking this matter very seriously.We understand that this can be a frustrating and stressful situation, and we want to do everything we can to help resolve this issue for you. We have already contacted our pest control company and are working with them to address the issue as quickly and efficiently as possible.

  In addition, we understand that there may have been some frustration over interactions with our assistant. As the property manager, I would like to personally apologize for any misunderstanding or miscommunication that may have occurred. I am always available to speak with residents directly and address any concerns you may have.Please do not hesitate to contact me directly if you have any questions, concerns or feedback. We are here to serve you, and we want to ensure that your experience with our multi-family residential building is as positive as possible.

   

  Thank you, 

  ***** Forest Management