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

  
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  Lincoln Property Company

  135 Constitution Blvd Franklin, MA 02038

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  Lincoln Property Company

  1155 Herndon Pkwy Ste 100 Herndon, VA 20170

• 

  Lincoln Property Company

  200 Fairbrook Dr Ste 101 Herndon, VA 20170

• 

  The Brook

  9924 Oakbrook Dr Charlotte, NC 28210

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:09/11/2024

  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.

  $500 deposit was not refunded to my son who was applying for AFFORDABLE HOUSING. He is 23 years old and trying to build a life with a new job and find an apartment he can afford. The leasing agent was so nice and kind but she never told us his $500 would not be returned if he didnt take the apartment once approved. It was two weeks before he was finally approved so in the meantime he had to keep looking for housing or he would be homeless by the first of the month. He did find something that was more affordable and closer to work and was then told he would not get his $500 back from residents at ************, **. We tried to work with them and the property management *** but they would not help us. The *** said because the leasing agent told him she did tell us it was no refundable he was not going to refund it. She never said it. I said to the *** you know you could refund this for him. His response was yes I could but Im not going to. While I was still speaking the Willowbridge *** says OH MY GOD. I said did you just say that to me? Yes I did he said because I am not going round and round with you. You arent hearing what you want to hear and so you keep talking. It was rude and unprofessional. I was calm and kind the entire time. This young man applied for AFFORDABLE HOUSING. He doesnt have $500 to lose. He has bills to pay. Please help him. We are good people. Please do the right thing. Its not a lot of money to your company but it may as well be $1,000,000 to him.

  Business Response

  Date: 09/20/2024

  We appreciate that you are advocating for your 23 year old adult son who was the sole applicant for a one bedroom apartment. We were transparent in explaining the leasing process for an affordable apartment and upfront letting you and your son know that it could take a couple of weeks between the back and forth with the agency and applicant that determines approval. In your case the application was approved in 2 weeks with over a week to spare for a target move in date of 9/1. However, as stated on the signed rental application if you fail to sign the lease agreement after approval within 3 days we have the right to terminate the agreement. If your adult son had questions or needed clarification on what he was signing we would have been more than happy to answer them. In your case we repeatedly reached out beyond that timeframe as a courtesy by telephone and email to confirm the move in date as we were looking forward to having him as a resident here. I was with the leasing professional when she told you and your son that if you cancel after approval the deposit is not refundable. You and your son chose to continue apartment hunting and did not notify us and for over a week the leasing professional tried to reach your son multiple times and when she didnt receive a response she reached out to his mother. In addition, the apartment was held off the market for 20 days. Therefore your deposit is not refundable. 

  Customer Answer

  Date: 09/20/2024

  I am rejecting this response because its a lie.  No one was with us and the leasing agent.  No one heard the leasing agent say the $500 was non refundable because it was never said.  There was another employee walking around doing other things during some of our visit but she wasnt at the desk when we were so she didnt hear anything because she wasnt there.  I assume she is the one who wrote the response as she is saying I but that is a lie.  I also hear you ***eating your adult son so I get what you are doing there and honestly I have been advocating for him and his mental health over losing $500 he doesnt have.  I find the response and the lack of understanding that based on the truth that we were never told it wouldnt be returned quite disgusting.  Your flag in the hill as a company to not understand this is soulless and now you have come up with a story to say that you heard her say it so you can tell the Management Company that you both were witness to it.  Wow I have way more integrity than that.  Clearly you do not.  I wasnt and continue to not be upset with ****** as I stated she was so kind and we appreciated her time.  She just simply didnt tell us it was non refundable.  While we knew it would take some time to get approved and he was told by the State *** that there were delays on their part because people were on vacation it doesnt take away from the fact that he had to keep looking for housing in case he wasnt approved.  So he didnt have it off the market for 20 days they did.  Its so insulting that you are taking advantage of this young man who doesnt have much money when as the Property Mgmnt *** said to me yes I could refund it but Im not going to clearly tells me it would be easy to just do the right thing.  So I do not except the response by someone who didnt even sign it with their name and its a bold face lie.  Have some self respect and not just jump on a ban wagon to make people go away.  Its very unprofessional.  

  Business Response

  Date: 09/20/2024

  I am rejecting your response. I am the business manager and have nothing to gain by being dishonest here. I was at the front desk with you, your son and our leasing professional when you came back with him for a same day tour. Lack of understanding? The leasing professional repeatedly reached out for a week. We could have just cancelled the application after the 3rd day and we chose not to do that. Soulless? We are running a business. We went above and beyond and tried to work with your son. He chose not to notify us that he was moving elsewhere and not moving forward with this application. The apartment was held off the market for the duration of the application process for *** and no one else. I am not getting into a back and forth because you are upset you did not get your way. 

  Customer Answer

  Date: 09/20/2024

  I am rejecting this response because:   You were there as I said but not the entire time and absolutely not when he signed the deposit form.  You left the building a few times and we saw you out in one of the other buildings during our tour. So to say you heard ****** say anything to us is a lie.  You are telling a lie to back your company.  He was approved on Thursday and responded on Tuesday of the following week.  We also called the leasing office many times and no one ever answers the phone.  Your response is cold and unprofessional to say the least.  No need for any more back and forth.  I will not deal with you any further.  Shame on you.  

• Initial Complaint

  Date:09/06/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  So I was charged $14 for some fee. I emailed them and asked them about the fee they haven't responded. On the email it shows a charge of $14 but when I check my bank statements its $34.39. How were they able to charge me more when the payment confirmed email said I paid $14.

  Business Response

  Date: 09/09/2024

  The resident paid rent on 09/01/2024 less the $14 insurance fee charged monthly if the resident does not have a third party insurance approved declaration page on file. In this case the complainant has not submitted proof of insurance as required by the lease.
  On 09/03/2024 another payment was submitted via the online portal in the amount of $14.00. The property only charged the resident $14.00 any additional fees added to the payment would be processing fees which are agreed too in the terms and conditions when the resident submits the payment online.These are processing fees assessed by the payment provider and not charged by the property.
  The resident called the property on 09/03/2024 with a representative from her bank on the phone. When we explained the above information to the complainant she hung up on the propertys assistant manager.
  The property received an email from the complainant on 09/02/2024 which only said Why am I being charged this? with a screenshot of the online portal showing a balance of $14.00  The email was only sent to the property manager, who was on vacation. The email was responded to on 09/05/2024 with no response from the resident. If the resident did not make the payment or agree to the payment terms, they will need to dispute the payment with their bank and provide a new payment for the $14.00 insurance fee. 

• Initial Complaint

  Date:09/06/2024

  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 have been living at *************** Apartments since February of 2023. Since day one we have had issues. When we moved into the apartments and less than two months our closet fell off the wall. It took them over a month to come fix it so we bought stuff to do it ourselves. Then the other closet rack fell in our other bedroom. I It took them a month to fix it. The closet then proceeded to fall again in our master bedroom where the washer and dryer is blocking access to it. For over a week we called everyday to get someone to come out and they kept saying "They'll take care of it". So instead we went and bought our own supplies, again, and spent $75 to fix our own closet. We asked for a reimbursement since they didn't have the time or willingness to fix it themselves and it's been three months and I've asked several times and they keep saying they'll do it, but it's still hasn't happened. The other issue is the roaches, I have had so many in my apartment and in the community hallway they are everywhere. They're coming under my door snd are found in every room. They sent pest control one time out and once handed me my own stuff to use because they "didn't have pest control at the moment" though I pay for it monthly to be taken care of. The other problem we had was that the trash in the dumpsters were overflowing for three weeks and not picked up. Not sure why, but when they were asked about it why they avoided the question and "were aware of it". Another instance was when a leak occurred over our shower and they cut the ceiling and left it for over a month and mold formed and I had to call multiple times telling them there was mold in order to come out. I have small children. Also, they make it mandatory and I pay $35 a month for Vallet trash pickup outside my door (which i don't use) and sometimes it doesn't get picked up from the other apartments and attracts more roaches. I am paying almost for our basic needs to not be taken care of. I have plenty of evidence.

  Business Response

  Date: 09/03/2024

  *** has not managed this property since 5/20/24.

  Business Response

  Date: 09/12/2024

  Good morning, 

  We apologize you have had these issues. We have credited the apartment for the purchase you made & have made sure you are added to pest control. We will get someone out to make sure the repair above the shower is resolved. 

  Kind regards, 

  Management 

• Initial Complaint

  Date:09/05/2024

  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 renewed my lease with Willow Bridge on June 20th, 2024. Per my lease renewal offer, the leasing company added a $100 "Resident Convenience Fee," which includes the cost for "luxury services," lawn care, pest control, and smart home technology. I notified the leasing office that I do not have smart home technology installed in my home, despite being promised it would be installed prior to my lease renewal. It has still not been installed. Per my signed lease agreement, the owner, ******* LLC, is responsible for providing and covering the cost of pest control (see attached agreement, page 2).
  
  Additionally, I pay a $9.99 convenience fee per month to have my utility bills generated through a third-party service, **********. However, I pay the leasing company directly for my utilities, which are not being paid on time. I recently received a notice that my electricity would be disconnected due to non-payment.
  
  This adds up to $1,320 per year that I pay in convenience fees.
  
  Here are my requests:
  
  1.An itemized breakdown of each service that is listed under the "Resident Convenience Fee," including the "luxury" services.
  
  2.The amount that will be refunded to my bank account on file, or credited to my Bilt account, for the "smart home technology" and pest control services that I have been paying for since my lease was renewed on June 20th, 2024.
  
  3.For all utilities (gas, water, sewer, trash, electric) to be transferred into my name, with the leasing company and owner added as additional interest.
  
  4.Proof that ******* LLC has had an active license and insurance since April 2023.
  
  5.A confirmed date for when the smart home technology will be installed in my home.
  
  6.The removal of the $100 monthly "Resident Convenience Fee," with the option to either pay for lawn care or provide my own, as long as it adheres to community standards.
  
  I look forward to hearing from you soon.

  Business Response

  Date: 09/20/2024

  Thank you for bringing your concerns to our attention and for sharing your experience with us. We sincerely apologize for the issues you’ve encountered regarding your maintenance requests. We understand how frustrating this has been for you, and we want to assure you that we take these matters very seriously. 
  
  We have escalated your concerns to our leadership team for further investigation. In addition, a representative from our management team has already reached out to you and will be following up again shortly to address the situation. 
  
  We greatly appreciate your patience and understanding as we work diligently to resolve these issues. Our goal is to ensure that your concerns are addressed promptly and to your satisfaction. 
  
  Thank you again for your feedback, and please do not hesitate to reach out if you have any further questions or concerns. 
  
  
  Sincerely, 
  ***** ***** Management

  Business Response

  Date: 09/23/2024

  Thank you for bringing your concerns to our attention and for sharing your experience with us. We sincerely apologize for the issues you’ve encountered regarding your maintenance requests. We understand how frustrating this has been for you, and we want to assure you that we take these matters very seriously. 
  
  We have escalated your concerns to our leadership team for further investigation. In addition, a representative from our management team has already reached out to you and will be following up again shortly to address the situation. 
  
  We greatly appreciate your patience and understanding as we work diligently to resolve these issues. Our goal is to ensure that your concerns are addressed promptly and to your satisfaction. 
  
  Thank you again for your feedback, and please do not hesitate to reach out if you have any further questions or concerns. 
  
  Sincerely, 
  ***** ***** Management

  Customer Answer

  Date: 09/24/2024

  I am rejecting this response because:   This isn’t a maintenance issue.

  Business Response

  Date: 09/30/2024

  ---------- Forwarded message ---------
  From: Kayla ***** <********************************>
  Date: Mon, Sep 30, 2024 at 1:36 PM
  Subject: Re: You have a New Message from BBB serving North Central Texas, Consumer Complaint #********
  To: Kayla ******** <****************************>
  
  
  Hi, 
  
  This does not need a reply because the main reason for her complaint was the convenience fee which was addressed and now has been taken care of for her. 
  
  Thank you!
  Remember to smile, it looks good on you!
  
  
  Kayla *****
   Multi-Site Business Manager
  *** ***** | ***** ***** | **** *****
   **** ******** **, ******, MO *****
  ******************
  

  Business Response

  Date: 09/30/2024

  The business contacted BBB and indicated that the consumer's concerns re: the convenience fees had been addressed with the consumer directly. 

• Initial Complaint

  Date:09/05/2024

  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.

  I am at a loss of options, but need to express the utmost disrespectful management practices that are occurring at Apartments at ********************* in ********, **. We moved in April 2023 and had planned to renew our lease at least once, but were forced to move out at the end of our term in August 2024. Over our lease there, we had so many issues - the construction of our unit, cleanliness isuses, etc. but the largest issue is the lack of management. The team in the leasing office is atrocious. They ignore calls, emails, talk about residents in the leasing office where others can hear - completely disrespectful. I thought we were past it after our move out, but received our security deposit back this week - $200+ less than our initial deposit and there was no documentation provided of the deductions. I sent an email to the office asking if they can let us know what was deducted, followed up once, and have tried calling the office at least 15x over the past two days and have been ignored. You can't even leave a voicemail on the machine. To be blunt, every person in that office should be replaced immediately. They have effectively run a beautiful, new complex into the ground.

  Business Response

  Date: 09/20/2024

  Hello Madison,

  A response to your email was sent on September 6, 2024 regarding your security deposit refund and I see that there is an ongoing conversation still happening with our Resident Manger. If you have any further questions please reply back to the conversation or give us a call at ************.

  Thank you,

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

  Apartments at Sanatoga ******

  Customer Answer

  Date: 09/20/2024

  I am rejecting this response because:   
  

  I have received a response from management indicating $70 was deducted from our deposit for an oven cleaning. Since then, Ive provided video and photographic proof the oven was clean upon move out. The issue was escalated to corporate weeks ago, which I have not received a response for.

  Business Response

  Date: 09/26/2024

  Hello Madison,

  
  On September 23, 2024, our Resident Manager responded to your email regarding the $70 charge for the oven cleaning fee. It was communicated that the fee cannot be refunded due to the glass on the oven not being cleaned properly.
  If you have any further questions, please feel free to reply to this conversation or call us at ************.

  
  Thank you,

  
  ****** ******
  Apartments at Sanatoga ******

  Customer Answer

  Date: 09/26/2024

  I am rejecting this response because:  the oven was cleaned and photos / videos were provided time stamped as of our move out date proving that. Aside from that - our apartment was not even cleaned upon our own move in. We had to borrow a friends steam mop to clean up the construction dust before moving in our things, and trash was left in several of the kitchen drawers. Very obvious there was no quality control walkthrough prior to resident move in.

• Initial Complaint

  Date:09/05/2024

  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.

  On May ******* Prynne Hills started my refund process of $250 for an application fee. I received an email on June 25 to pick up the check,every where I tried to cash the first check I kept getting the error message of the check is unable to read. I reached out to the property Prynne Hills about this issue and they issued me another check which I still faced the same issues and couldn't cash the check for the same reason. Prynne Hills attempted again to issue me another check and I am still not able to cash these checks, they advised me to go to the bank where the check is issues from and that still is not allowing me to cash a check that is rightfully mine. I never get answers from ************ they just keep issuing more checks when they know something is wrong with the checks if I cant even go to the bank that is physically on the check itself.

  Business Response

  Date: 09/20/2024

  The issue with this check has been resolved and the customer should be all set and has been informed

  Customer Answer

  Date: 09/20/2024

  I am rejecting this response because:   I am still unable to cash the check.

  Business Response

  Date: 09/20/2024

  Instructions were given on how to cash the check at a branch location, the customer instead attempted a mobile deposit and the bank now will not cash the check. Another check has been cut and is en route, the customer will need to follow the directions provided previously to cash the check.

• Initial Complaint

  Date:08/28/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Myself and my wife stayed in ********* Apts for 2+ years. We moved to a new apt on June 30th. When we moved we have cleaned the apartment properly and there was no damage to carpet or painting. They have deducted my $400 deposit and now they are charging me for the painting of the apartment $790.00 dollars after deducting my deposit.

  Business Response

  Date: 09/10/2024

  After reviewing the move out statement and pictures, it was determined that the painting fee was charged in error. A revised move out statement was issued, removing this charge.  

• Initial Complaint

  Date:08/23/2024

  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.

  Peyton Stakes Apartments in *********, ** has gone under construction twice in the past year. The noise levels and the constant entries by construction has made my unit uninhabitable. Willow Bridge has done nothing to help residents out. After asking for light rent reduction since I work from home. Corporates response was to not approve any rent concession, but to offer two weeks free if I sign a 12 month lease. Truly appalling. After tomorrow, my apartment will be missing two windows only covered by a thin sheet of insulation for 3-5 months. The construction company is very unprofessional as well. They have left my unit open, sat on my furniture/bed, and have touched my personal belongings. This is after a construction worker who had all master keys, with no supervision from an employee of ******, let himself into my apartment and did not announce himself. All in all this property is a mess and Willow Bridge does not care for its residents comfort and safety.

  Business Response

  Date: 10/29/2024

  Peyton Stakes is completing necessary exterior repairs to the siding of the community.  Our ultimate goal is to complete these repairs in order to enhance the overall experience of our neighbors in the future. While completing these repairs there may be increased noise levels, Willow Bridge has accommodations available for those that work from home, sleep during the day, etc. These accommodations consist of a complimentary fully furnished guest suite, conference rooms, etc. that is in a separate area of the community than where construction is taking place. Additionally, complimentary balcony storage is provided for the duration of balcony closure. During each phase, the windows will be removed and reinstalled the same day, unless replacement is necessary. Each phase is expected to take between 3 and 5 weeks. While we understand the frustration the required repairs may pose, the lease clarifies all parties agree the rental rate is fair and reasonable while construction is ongoing and construction does not offset any rental obligations. We require construction to be done in a commercially *******-like reasonable manner and have addressed all concerns with the contractor from any prior incident.
  

  Customer Answer

  Date: 10/29/2024

  I am rejecting this response because: With my work as an audio editor, there is equipment I simply cannot move to the guest suite and need to operate my business. Willow Bridge has put the burden of this construction on the residents to figure out the inconveniences. The fully furnished unit ****** provided had dirty towels in the closet, dirty bed, stained couch, and a wobbly desk with no refrigerator. While I am not debating the legality or necessity of the construction, Willow Bridge has not met the residences half way in any capacity, except for providing an unacceptable guest suite. Dealing in the business of peoples living arrangements is complicated, but its an industry Willow Bridge has chosen to participate in, and has failed to make the necessary accommodations. As far as work being done in commercially *******-like reasonable manner, that has not been my experience. Contractors have left behind screws which I have stepped on, gone through personal items and I have found workers taking breaks on my bed and balcony. I am not convinced that Willow Bridge has resolved or discussed my concerns with the contractor as I have not gotten a response on my concerns from the local office or corporate. Construction left my place filthy with drywall dust and Willow Bridge and the contractor have failed to resolve that after repeated attempts of requesting a cleaning crew. I have asked multiple times for corporate to reach out regarding safety concerns as work is not being done in a ******* like-reasonable manner, and Willow Bridge has failed to have anyone reach out.

  Business Response

  Date: 11/27/2024

  This particular resident is already dealing with our attorney and I feel like any more communication needs to be done through her. He is moving out in a few weeks and just wants a rent concession that we are not approved to do per ownership. 

• Initial Complaint

  Date:08/21/2024

  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 applied and paid my deposit of $250.00 on July 28th by credit card and was never told that it would be refund by check or that that will be this much of a delay. I specifically asked your Manager *********************** at that location about getting my deposit back before I applied.I have reached out serval times with no response. I also emailed the corporate office and I am not getting any response.

  Business Response

  Date: 08/23/2024

  Hello, 

  This person applied on 7/28/24 and was upset that we needed to properly verify her income.  She finally gave proper income on 8/1/24 after several phone calls and emails and expected screening to be be done and completed instantly. Screening was surprisingly approved on 8/2/24 even though screening can take up to five days. After her screening was complete I immediately let her know that she was approved and started the process. She then was upset that she couldn't move in without funds in hand because an organization was going to pay it for her even though all of our correspondence was very clear about move in procedures. She then waited until the scheduled move in date of 8/5/24 to cancel her application.   I emailed her in response on 8/5/24 letting her know that I would process the refund and let her know when it is available for pick up. She then reached out four days later (8/9/24) asking where her deposit was. I let her know again that I would inform her when it was available for pick up, she thanked me. The deposit has been processed and is on its way to the office.
  
  
  Thank you

  Customer Answer

  Date: 08/23/2024

  I am rejecting this response because:   My deposit still have not be refunded and no one has reached. *********************** was supposed to be in contact with me days ago.

  Business Response

  Date: 08/23/2024

  We are giving the deposit back as a courtesy. The application criteria that was signed at the time of applying states that the deposit/holding fee is non refundable after 48hours(2 days) unless denied. The application was canceled 8 days(the day of move in) after applying. CO law states refunds need to be sent within 30 days but cannot exceed 60 days. Since the cancellation date of 8.5.24 it has only been 18 days. A check has been cut and will be available for pick up next week. An email will be sent when the check has arrived here in our office. 

  Customer Answer

  Date: 08/23/2024

  I have reviewed the business response and accept this resolution. 

  Customer Answer

  Date: 08/30/2024

  I still dont have my deposit check and promised that someone from corporate will reach out because they are the ones to cut the check. I have asked several time for any type of ETA.

  Business Response

  Date: 09/03/2024

  Hello,

   

  The check is now available for pick up here in the office.

• Initial Complaint

  Date:08/15/2024

  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 moved into The Quadrangles on Twenty March 2024. I always wanted to move here and now that I finally did, it is a nightmare. When first moving in the neighbors down stairs were rude, snickering at us as well as making rude comments, there racist. They started providing false accusations about noise and then about the dog we got on 6/4/24 (emotionally support dog) that got me almost having to vacate the apartment. I went to the front office and vented and explained the noise complaint is not accurate that the neighbors upstairs make a lot of noise so i know that is what there hearing and that my dog was not on the balcony using the restroom and sent pictures of a clean balcony. I filed a complaint and in an email to the business manager explained there son smokes weed and could smell it. Their dog using the restroom and the smell comes up to my apartment when there dog poops talking crazy to the dog. I received another notice for a disturbance 8/15/24. I was in *********, ***** the end of July to August and just got back because kids started school. How was there a noise disturbance? I keep telling them its the upstairs neighbors, but i am the one being accused. I am scared to invite people over, walking on egg shells, kids cant play, or I tell them walk lightly. I feel like both managers don't give a **** about me or the complaints I make, no investigation. They dont want us here, but they wont listen. The neighbors have been filing false complaints since I moved in. I am trying to live here peacefully, love the community, hate the neighbors under me, but everyone else is so nice. I am glad they worked with me staying in the apartment. I am tired of feeling as if I am a little girl trying to please everyone. I have a downstairs neighbor that can do whatever they want. They need to move. I can't even file a complaint to the office or business manager the last time I went to the front office to file a complaint she started shaking her head at me this is not fair.

  Business Response

  Date: 09/03/2024

  I thoroughly reviewed all concerns and had the opportunity to speak with the complainant for several minutes. The on-site team did proper due diligence into each concern and responded accordingly to complaints from both parties on multiple occasions which is confirmed when reviewing both files. This communication is kept confidential which understandably can give the perception that a concern is not being resolved, when the opposite is true. There are legitimate concerns from both parties. The complainant expressed every intent to cooperate and resolve any lingering concerns, which is acknowledged and appreciated. Management will remain communicative with all parties involved in hopes that lingering concerns can be resolved outside of the violation process. The complainant has my direct contact information in the event that there are future concerns that need escalation. We value their input and look forward to creating a more enjoyable experience moving forward.