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:08/15/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 30, 2024, I renewed my lease at Casero Properties, owned by Willow Bridge. The conditions of the lease included a No-Smoking Addendum (attached to this complaint). My decision to sign the lease was also based on the website of Casero Apartments advertising themselves as a "Smoke-Free" community. As can be seen from the No-Smoking Addendum, smoking is defined as all of the following: any use or possession of a cigar, cigarette, electronic cigarette, hookah, vaporizer, dab pen, juul, bowl, bong, or pipe which can be used to burn, light, vaporize, or ignite a product including, but not limited to, tobacco, marijuana, nicotine salts, THC cartridges, vape liquids, juul pods, oils or any other similar products. As required by the lease, I notified the management of Casero Apartments on July 22, 2024 of a violation of the No-Smoking Addendum along with photographs to support. However, on August 1, 2024, the management of Casero Apartments replied with a statement implying that vaping is acceptable (see attached email pdf). This is clearly an incorrect and improper statement by the management of Casero Apartments, a violation of the lease agreement, and not consistent with the property's advertising. My attempts to contact the Casero Management and Willow Bridge in writing since August 1, 2024 have gone unanswered. I am requesting that Casero Apartments and Willow Bridge either (1) admit to contractual fraud regarding the No-Smoking Addendum in the lease, change the No-Smoking Addendum, and admit to the blatant false advertising with an immediate correction to the advertising OR (2) evict the residents that have been identified as violating the No-Smoking Addendum.

  Business Response

  Date: 10/11/2024

  October 2, 2024
  Filed via email to: BBB’s Online Complaint Management System
  BBB Serving North Central Texas
  Dispute Resolution Department
  1601 Elm Street, Suite 1600
  Dallas, TX 75201
  RE: Response to Tenant’s Better Business Bureau Complaint
  Complaint ID: ********
  Consumer: ***** ****
  Respondent: Willow Bridge Property Company National, LLC
  To Whom It May Concern:
  Please be advised that this Law Firm represents the legal interests of Willow Bridge Property Company, as the managing agent for ** **** ****, LLC d/b/a ****** (hereinafter “Casero, “Respondent”, or “our client”). Casero is a multifamily housing residential rental community located at **** Park Blvd., Miami, FL 33126.
  This matter involves a complaint filed by our client’s former tenant, ***** **** (hereinafter “Consumer”), concerning Consumer’s allegation that the Respondent property engaged in “contractual fraud regarding the No-Smoking Addendum in the lease”. We respectfully submit that a review of the file will demonstrate that there is no legitimate basis for Consumer’s allegations and/or this Complaint, will demonstrate that Casero has fully complied with the Lease Contract and relevant Florida law as it pertained to the Consumer’s tenancy, and will demonstrate that any allegations of fraud or any similar misconduct are wholly without merit. Lastly, we submit that any allegation suggesting that our client failed to properly and timely address Consumer’s complaints are also wholly without merit.
  As noted in Consumer’s complaint, Casero is a smoke-free property which utilizes a No Smoking Addendum to govern such conduct and provide all residents with actual notice of the community’s rules and regulations governing smoking onsite. Please be advised, however, that the No-Smoking Addendum to Consumer’s Lease Agreement reads in relevant parts as follows:
  Page 2 of 2
  11. THERE IS NO WARRANTY OF A SMOKE FREE ENVIRONMENT. Although we prohibit smoking in all interior parts of the apartment community, there is no warranty or guaranty of any kind that your dwelling or the apartment community is and/or will be smoke free. Smoking in certain limited outside areas may be allowed as provided above and certain areas may be in close proximity that are not under our control. Enforcement of our no-smoking policy is a joint responsibility which requires your cooperation in reporting incidents or suspected violations of smoking. You must report violations of our no-smoking policy before we are able and/or obligated to investigate and act…
  As indicated in the above-cited provision of the No-Smoking Addendum, while smoking is not permitted in the interior areas of the apartment community, Casero cannot and does not warrant nor guarantee that any dwelling unit onsite and/or the apartment community as a whole will be entirely smoke-free. As such, and as also indicated in the above-cited provision of the No-Smoking Addendum, residents are invited to report violations of the no-smoking policy so our client’s management staff may investigate and act.
  Furthermore, any and all allegations that our client’s management staff ignored or otherwise failed to investigate Consumer’s smoking complaints – and therefore failed to satisfy their duties as Landlord by enforcing the rules and regulations governing smoking onsite – are meritless and do not accurately reflect our client’s business practices. More specifically, in response to Consumer’s complaints, our client investigated and served Notices of Material Non-Compliance / Seven Day Notices to Cure to the offending parties. Furthermore, the unit which Consumer has indicated he wishes to be evicted by our client voluntarily vacated their dwelling unit on September 23, 2024, and are no longer residents at Casero.
  Accordingly, our client maintains that they have fully investigated all reports of smoking violations by any and all residents of Casero, our client maintains that they have acted accordingly when they have been able to substantiate any reports of same, and our client maintains that any allegations of “contractual fraud regarding the No-Smoking Addendum in the lease” is meritless and does not accurately reflect our client’s business practices.
  For the above-described reasons Casero respectfully requests this office to close this complaint as satisfactorily responded to by the Business. Please feel free to contact this office if we may be of any further assistance whatsoever or if you have any follow up questions or concerns.
  Sincerely,
  Elizabeth *. ******, Esq.
  For the firm

  Customer Answer

  Date: 10/11/2024

  I am rejecting this response because:   The response from the business, or more specifically the response from the law firm representing the business, is based on deceptive descriptions of the No Smoking Addendum, false statements about the business' response to my original notification to the Casero management, and irrelevant comment about another resident.  As a result, the business continues to engage in false advertising claiming a smoke free community and continues to defend their contractual fraud.

  The business' reference to the no guarantee paragraph in the No Smoking Addendum only further identifies the business' efforts of deception.  The no guarantee specifically refers to smoke from outside areas or areas outside their control.  The source of the smoking that I reported was from an adjacent apartment unit.  Therefore, the no guarantee basis is not valid in this case.  In addition, the no guarantee paragraph emphasizes the responsibility of residents to identify smoking violations.  I fulfilled my responsibility under this paragraph of the No Smoking Addendum by reporting multiple times including photographic evidence.  The business then failed to fulfill its responsibility and excused the violation in a reply email.  This reply email from the business was not addressed in the business' response in an attempt to ignore and hide the evidence.

  The business gave me a different description of their actions against the resident violating the No Smoking Addendum.  I was told in a verbal discussion in the leasing office that the business management chose to not take action.  Of course, as I expected when the business often refused to reply in writing and instead wanted to talk in the leasing office, the business has provided false statements.

  The comment about the status of the resident that was violating the No Smoking Addendum is irrelevant, especially with this latest response from the business that their intention is to continue the false advertising and fraudulent actions related to the No Smoking Addendum to the lease.

  Business Response

  Date: 10/18/2024

  October 18, 2024

  
  Filed via BBB’s Online Complaint Management System
  BBB Serving North Central Texas
  Dispute Resolution Department
  1601 Elm Street, Suite 1600
  Dallas, TX 75201

  
  RE: Second Response to Tenant’s Better Business Bureau Complaint
  Complaint ID: ********
  Consumer: ***** ****
  Respondent: Willow Bridge Property Company National, LLC
  
  To Whom It May Concern:

  As you know this Law Firm represents the legal interests of Willow Bridge Property
  Company, as the managing agent for ** **** ****, LLC d/b/a ****** with respect to this file
  (hereinafter “Casero, “Respondent”, or “our client”). This Law Firm previously responded to
  the Consumer’s complaint on or about October 11, 2024.

  As stated in our previous response, Casero fully investigated all reports of smoking
  violations by any and all residents, Casero, maintains that they acted accordingly when they have
  been able to substantiate any reports of same, and Casero maintains that any allegations of
  “contractual fraud regarding the No-Smoking Addendum in the lease” is meritless and does not
  accurately reflect our client’s business practices.

  In addition to the above, our client maintains that Consumer’s allegation that the “no
  guarantee paragraph in the No Smoking Addendum” is “not valid in this case” because “the
  smoking that [Consumer] reported was from an adjacent apartment unit” completely
  misrepresents the terms of the No Smoking Addendum and is therefore without merit.
  

  Lastly, our client maintains that any allegation that our client has attempted “to ignore
  and hide the evidence” related to this matter, “provided false statements”, and engaged in any
  form of “false advertising and fraudulent actions related to the No Smoking Addendum to the
  lease”, as alleged on Consumers response, is meritless. Consumer offers no independently
  verifiable, non-speculative evidence to support any position he has taken in response to our
  Position Statement submitted on or about October 11, 2024.
  
  For the above-described reasons Casero respectfully requests this office to close this
  complaint as satisfactorily responded to by the Business. Please feel free to contact this office if
  we may be of any further assistance whatsoever or if you have any follow up questions or
  concerns.
  
  Sincerely,
  
  Elizabeth S. ******, Esq.
  

  Customer Answer

  Date: 10/20/2024

  I am rejecting this response because:   The Business has FAILED to satisfactorily respond to the complaint.  The Business’ reference to “evidence to support any position” is revealing; the Consumer has provided the ONLY evidence, while the Business has FAILED to provide any evidence to substantiate claims that they “acted accordingly.”

  The only real evidence provided to date is the email attached by the Consumer to the original complaint that indicates the following:

  The Business acknowledged that the Consumer provided pictures of a resident vaping.  

  (Clarification once again added for context: Vaping is a violation of the No Smoking Addendum.  It is the responsibility of each resident to identify violations of the No Smoking Addendum.)

  The Business did NOT suggest any actions that would be taken that would indicate an intention to act accordingly.  Instead, the Business’ response was dismissive of the identified violation of the No Smoking Addendum to the Lease.

  The Business did nothing that would indicate they acted accordingly consistent with the Lease and the No Smoking Addendum and with the advertising of a smoke-free community.  In two responses by the Business with this type of claim, the Business offered no evidence to support the claim.

  It is clear from the two responses that the Business has no intention of acting responsibly and addressing their failure to honor the terms of the No Smoking Addendum of the Lease or the false advertising of being a smoke-free community.  Alternatively, it is imperative that the complaint remain open so that future consumers that may rely on the BBB to review the Business’ history can see the evidence and descriptions provided and make an informed decision whether to sign a lease agreement with the Business.

• Initial Complaint

  Date:08/15/2024

  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.

  My previous apartment is ********************, under Willow Bridge property company. I moved out at 20th March, same as the lease end date, and still didnt receive my deposit yet, which is ******* USD. The contract was giving deposit back with 45 days. But today is 15th August, which is nearly five months after I moved out. I want my deposit back.

  Business Response

  Date: 08/20/2024

  Due to a recent change in management, we have only recently become aware of this
  issue.  We are currently in the process of returning to Ms. **** her entire balance of
  the security deposit plus interest, and sincerely apologize for any delays.  Please see
  the attached correspondence to Ms. **** confirming the same.  If there are any further
  issues, please do not hesitate to reach out to discuss.

• Initial Complaint

  Date:08/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed a lease at a Willowbridge property early 2023. I moved in the day that the building opened and renewed my lease in May. On August 1st of this year, I logged into our Resident Portal app to pay my rent. The app notified me that my complex was no longer using that service, so I contacted the leasing office via email. Throughout the day, I checked our resident app to see if anyone was having the same problems, but no new posts were appearing. I logged back into the app and received a notification that I did not have a valid lease. Having not heard back from the leasing office yet, I sent them a follow up email regarding the new issue. The email bounced back and said that the address was not valid. I then called the front desk and received a message saying that the phone number wasnt valid. I was out of town on bereavement leave and had no way to communicate with my neighbors or property management. Upon my return home, I found a note taped to my door dated July 31st from Willowbridge, stating that effective August 1st, there would be a new management company. It is absurd to give less than 24 hours notice and not even send an email. I was out of town grieving the loss of a family member and could not contact ANYONE for over a week to get an explanation as to why I was receiving notifications that I did not have a valid lease. This transition was completely unprofessional and inconsiderate. I understand that this is a business and apartment managements change on a regular basis, but residents deserve better communication and more notice.

  Business Response

  Date: 08/15/2024

  Hi *****,

  I'm sorry that the transition of management companies and ownership of the building has created frustration for you. The office number is the same as it's been since the property opened so I'm not sure why you would have had an issue reaching the new team via that method. Greystar also provided their information with ours on the letters that were delivered to your door on 07.31.24. On Monday 07.15.24 we sent notification that the resident portal would be down effective. 07.19.24. This notification was sent via direct email to all resident with an email on file and posted in the resident app. 

  Again, we understand that transitions of this nature can be disruptive and uncomfortable and apologize that you have experienced frustration through it. We are confident that the new management team will be able to help you provide with excellent service through the remainder of your time at Starlight.

  Customer Answer

  Date: 08/15/2024

  I am rejecting this response because the message regarding the portal was not clear. The message said Please be advised that the resident portal is down for maintenance beginning the morning of July 19th. The message continued, We appreciate your cooperation while we complete this maintenance. It was not made clear that the portal would be closed indefinitely OR that management would be changing. Additionally, the notes pasted to the door with less than 24 hr notice is not sufficient. An email should have been sent out to residents. The phone number did not work, the website did not work, none of the apps worked. This process as a whole needs to be improved by Willowbridge for future transitions. 

  Business Response

  Date: 08/27/2024

  Hi ******,
  
  Can you help assist with closing this BBB complaint out? We lost management at the beginning of August 2024, however I did pass this over to our Regional Property Manager who oversaw the property while under our management. He made a response and it appears the resident just isn't happy about how the transition from our company to another company went, our RPM addressed it in his response and I feel there is nothing further we can do. 
  
  Thank you,
  ************************;
  

• Initial Complaint

  Date:08/14/2024

  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.

  Extremely noisy upstairs neighbors that I have complained about thoroughly to management with no solution. I emailed on May 17th, with an explanation and videos attached. I received a response on May 24th, and their ONLY resolution was to call a security officer if it continued (this is regarding a TODDLER aged child), or to move to another unit, but that they didnt even have one available at the time. I responded to their lackadaisical solution, that I would not be calling security on a toddler while hes clearly throwing tantrums, and that I did not want to move to another unit IF one opens up. I didnt feel comfortable moving to another apartment where a similar issue could arise due to the nature of these buildings. On May 24th, they let me know that they would need documentation of the excessive noise in order to let me out of the lease. From May 29th- July 30th I have sent no less than 20 videos of the sound. On the 24th they spoke to the upstairs neighbors, and they said they would do their best to curb excessive noise from the child. The sound is so incredibly loud and I do not think it is something the parents can control. They asked me to be patient, and if it continues to please reach out. I asked them for a solution on letting me out of the lease on July 31st, and let them know Id like to be out by August 15th. From August 1st-today, I have reached out to the Property Manager 7 times. ******* said she would not let me out of the lease but shed be happy to review further videos (after the upwards of 20 Ive already sent), and I happily sent her about 6 videos. She responded that she would not let me out of my lease. Every time I email them, I have to send multiple follow up emails to even get one response.

  Business Response

  Date: 08/14/2024

  Thank you for reaching out with your concerns/issues. To better assist you, will you confirm the name of the community you are referencing? 

  Customer Answer

  Date: 08/30/2024

  I did not get to see this issue through.

   

  The apartment complex in reference is ******************* VIllage in *************. It is a willow bridge property. Can you please reopen? Thanks

  Business Response

  Date: 09/03/2024

  This resident moved out of home and there was communication between her and the previous property Manager that stated on August 9th via email that we would be unable to approve a Lease Termination with no penalty. At which the resident responded that she would be moving out on August 15th which also did not occur. After personally reviewing the videos myself the noise was not substantial enough for me to waive any early termination penalties. Resident has moved out at this point.

  Customer Answer

  Date: 09/03/2024

  I am rejecting this response because:   

  I have several videos to submit but cannot get it to work. Is there an email I can send them to? My 3 young children's sleep was disrupted consistently. I do not understand how anyone  can listen to these videos and feel that the noise is acceptable.  Aside from sleep, this excessive noise made it impossible to have a peaceful living environment. I had reached out to management multiple times since moving in in March of this year. Most of the time, ******* ******* would just not reply. Other times, her solution was to move to another apartment IF it came available, OR to call the security officer. I was not going to call the security officer, on a 3 year old.
  When she suggested moving to another apartment, I asked about them covering movers since I had just paid $2,000 to move to this apartment and she told me she could not help me. Why would I move to another apartment in this complex, when I could very likely have the same issue again with management who does not care? I have 3 children to consider, and I could not keep letting their sleep be distrupted. Even if I didn't have children, this noise was absolutely disruptive, excessive, and voilates my rights to have a peaceful living environment. I moved here because I thought it was a nice place to live with kids, and it turned into us feeling like we were underneath extensive construction daily. The appliances rattled and one time a few pictures even fell off of the wall. Again, I reached out to them since MARCH. I finally took matters into my own hands by moving out.

• Initial Complaint

  Date:08/12/2024

  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.

  I submitted a $300 payment towards my rent on August 6, 2024 that was supposedly lost and not credited towards my account balance. Despite showing proof of the payment and showing the payment fully being took out of my bank account the manager ***************************** will not deduct the amount from my account balance and will not respond to any of my emails or help me resolve this issue. This is prolonging me from being able to submit any further payments on my account.

  Customer Answer

  Date: 08/12/2024

  This issue was finally corrected and resolved on 08/12/2024.

  Business Response

  Date: 08/12/2024

  Due to an integration issue with our online payment processing software and the property accounting software there has been a delay in the payment captured on August 6th from ************************* in apt 1177.  We have made a manual entry to the account while our I.T. department works thru the issue. As of midnight on August 5th, ******'s account had a balance due of $461.89.  Per the lease agreement the account accrues a late fee of $225. This is per the *** lease agreement signed by all parties. As of August 6th, ****** made an online payment of $300.00. While there was concern on ******'s part as to why it was not showing as a credit to the account, we acknowledged the payment and were waiting on it to post automatically. Due to the timing delay, it caused such concern that ****** filed this complaint. However, we at no time stated that she would not get credit for the payment nor was it lost. As of the conversation this morning, we had made a manual entry to her account so that it would show the current balance online of $386.89 including the late fee. I have followed up with an email to ****** offering that we would waive the late fee of $225.00 this one time upon her paying the past due amount of $161.89.  

  This may be paid online or with a check or money order depending on ******'s preference.  While we are extremely apologetic for the integration issue, we would not agree that this would be outside of best practices. We have ensured the payment in question has been posted to the account. 

  Customer Answer

  Date: 08/12/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:08/06/2024

  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.

  Willow Bridge is now the management company of the apartments where I reside (and have been for over 6 years), The ****** Apartments. They assumed control around April of 2024 and unfortunately that is when issues began to arise.There are certain things they are legally required to provide by state statutes that they have not. A list of these includes 1) Minimum 2 exits for the complex. 2) Adequate pest control. 3) ************ is gated and private, certain things like operational/locking gates and surveillance. The entrance gate does not function, it is wide open 100% of the time. As a result, undesirables find their way and constantly cause issues. My personal vehicle has been broken into twice in 30 days. The vehicle is parked in a parking garage, yet on two separate occasions the windows have been busted out. Will provide active police report numbers on request. Upon notifying staff, they have made zero attempt to do anything to address the issue. Thing is, I was one of several victims each time. There is a back gate, but it too is not operational. It is chained shut and is a safety concern as this is now an unusable exit forcing all traffic to one. In total my vehicle suffered damages of over 3 thousand dollars not to mention time spent remediating the damage, insurance premiums rising and overall fear for safety and stress.There is a pretty bad bug issue. We are charged for pest control, yet this is obviously not being followed through. There are also coyotes that constantly appear because of trash issues and this is a major safety concern, especially to those with pets. Attempts have been made on my behalf to reach ******* *********, the regional property manager for Willow Bridge and those attempts have not been answered nor reciprocated. I was told by complex management he would be the individual to notify yet no one (including myself) can seem to get a hold of him.

  Business Response

  Date: 09/11/2024

  Thank you for bringing these concerns to our attention. We genuinely value your feedback and sincerely apologize for the issues youve experienced since Willow Bridge assumed management of The ****** Apartments.
  Please rest assured that we are actively addressing these matters. The safety and comfort of our residents are of utmost priority to us. We have already initiated efforts to rectify the issues with both the entrance and back gates and are working closely with contractors to ensure they are operational as soon as possible. We understand the inconvenience this has caused and appreciate your patience as we expedite these repairs.
  Regarding pest control and the presence of wildlife, we are in the process of reassessing our current pest control services to ensure they meet state standards and improve the conditions of the community. We will be conducting additional pest control measures in the coming days. The trash issues are also being addressed, and we are working on solutions to reduce the attraction of coyotes and other wildlife.
  Again, thank you for your patience as we work to resolve these issues. We truly appreciate your residency and are committed to making improvements to provide a safe and comfortable living environment for everyone.

• Initial Complaint

  Date:07/31/2024

  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.

  Please see the attached statement, as it was too long to type. This is in concerns to Willow Bridge, Lincoln Property Company's residential division. The complex is ****** premiere townhome apartments.

  Business Response

  Date: 08/09/2024

  Dear *******,

  Thank you for bringing your concerns to our attention. We value your feedback and would like to address the situation regarding the carpet restoration charge.
  
  After thoroughly reviewing the situation, we want to clarify that the $175 charge was assessed due to excessive urine stains throughout the apartment. Unfortunately, these stains could not be entirely removed with a standard carpet cleaning and required additional treatments, including odor treatment, pet treatment, and stain removal. Therefore, the charge was valid and necessary to restore the apartment to its original condition.  We would be happy to provide you photos privately for your review.
  
  We acknowledge that our assistant manager, *****************************, mistakenly informed you that the charge would be waived upon receiving proof of prior carpet cleaning. This communication was incorrect, and we apologize for any confusion or inconvenience this may have caused. ********* should not have conveyed that the charge would be cleared off, as the severity of the damage warranted the restoration charge.
  
  However, in recognition of the miscommunication and as a gesture of goodwill, we will clear the $175 charge from your account as a customer service courtesy. While the charge was justified, we are waiving it to resolve this matter amicably and to maintain our commitment to customer satisfaction.
  
  Thank you for choosing ****** Premier Townhomes. We strive to provide excellent service, and we regret that your experience did not reflect this. Should you have any further questions or concerns, please do not hesitate to reach out.
  
  Sincerely,

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

  Customer Answer

  Date: 08/09/2024

  I have reviewed the business response and accept this resolution. Please have the business send a new invoice with the $175 removed. 

• Initial Complaint

  Date:07/30/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I moved out June 13 and have been trying to get my deposit back since. They said upon move out I would get it, and I have inquired 4 times. Nobody answers you. I am seeking my refundable deposit.

  Business Response

  Date: 07/24/2024

  Hi ****, can you please confirm what property you moved out of/ are seeking a deposit from? Having issues finding your name or email in our database, thank you in advance.

  Customer Answer

  Date: 07/24/2024

   
  Artemis *******, ************ Apt 522

  Business Response

  Date: 07/24/2024

  We no longer manage that community, and stopped management around the middle of June/ near your move out date, so that could be cause of the delay. Please reach out to the current management team for details on your deposit.

  Customer Answer

  Date: 07/24/2024

   
  Complaint: 22034297
  
  I am rejecting this response because they have not answered my 4 emails, and I have called, no answer. People who visit can't even get anyone in the lobby; it is a ghost town. Who is now managing this company?
  

  Business Response

  Date: 07/31/2024

  Hi, 

  Willow Bridge, FKA Lincoln Property Company has not managed this property since October of 2021. You will need to reach out to either Brookside Property Company or Elmington as they are the most recent management companies that oversee this property. 

   

   

• Initial Complaint

  Date:07/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Like stated in the subject line my name is *********************, and I am a tenant at ********************* in *******, *******. After a situation that transpired tonight I have had enough with going through the leasing office and not getting answers to reaching out to the corporate office to hopefully get answers and a feasible resolution. My name again is *********************, and I am a resident of **** at ********************* 1833. I can be reached at ************.I have attached my grievance letter to this email it exceeds 2000 characters. I am waiting for someone at the regional office to follow up with me its been over a week at this point and I have followed up twice. I believe her name is *******. Since she won't follow up I have decided to take it a step further. Thank you in advance,*****

  Business Response

  Date: 08/06/2024

  *****,
  I appreciate your feedback regarding your experience at **** and would like to address the concerns you've noted in your email. I appreciate your patience regarding some of the maintenance concerns after your move in.  It's my understanding that the issues within your apartment have been resolved? Or are there still items outstanding, including any paint issues? I would like to have any outstanding maintenance concerns addressed as quickly as possible. For instance, we can add longer pull strings to the ceiling fans.  I have had those added to my own fans for similar reasons so that's definitely something our team can complete.  I realize that is relatively minor in the grand scheme of things but I would be happy to schedule a time for ****** to come by and resolve this or any other issues you have in your apartment home.  Please let me know.
  
  Can you elaborate on the issue with trash not being picked up consistently?  Is this happening every week? We outsource this service to a third party and I will certainly address the issues with the vendor if they are not providing consistent service.  I have also addressed the concern regarding the build up of trash and dim lighting in the trash room. ****** and his team will resolve these right away.
  
  Can you confirm what you are referring to regarding the rooftop amenity being available?
  
  Regarding the pool, we have noticed an increase in activity and have increased security at the pool to help combat this.  In accordance with fair housing laws, every resident is subjected to the same, very strict, screening requirements and anyone who qualifies can move into Vibe.  Unfortunately, not everyone remembers that apartment living means being courteous of neighbors, which is why we have implemented additional security at the pool to help combat this. If you have not already seen a difference, you will, as this was recently implemented.  
  
  Regarding parking, if you have not already received a new fob, we can issue you a new one.  Please keep in mind that our gate system, like most current systems, has an anti-passback feature that only allows your access to be used on an "one out, one in" basis.  Anti-passback is a measure that aims to prevent consecutive entries for one access card/fob, or prevent multiple people from using the same access card/fob. For every "in" there must be an "out". It is meant to prevent non-residents from parking in the resident only section of the gate to ensure sufficient space for all residents.
  
  I'm not certain that this is what caused the issues you experienced.  I have reached out to Flash for more information regarding the errors you received to confirm the root cause, however I do not yet have the details.  I have also escalated the concern to Flash as they are the gate management and should be able to provide resolutions for residents when issues occur.  While I hope that you do not experience another issue with the gate, in the event that you do, you can also reach out to our on-call emergency maintenance team by dialing the leasing office number and entering the prompts for emergency maintenance.  Our team can respond in person to help resolve this type of issue as well.
  
  Can you please provide a copy of the receipt for food that you referenced in your email?  
  
  I know you mentioned that you're unhappy with your decision to renew your lease, but there must have been reasons for you to do so, reasons that made you happy enough at Vibe to renew.  I would like the opportunity to resolve any residual maintenance issues in your apartment home, issues with trash or the pool, as noted above.  However, if you are sure that you are ready to end your residency at **** then we can move forward with terminating your lease.  The lease does require a 60 day notice and payment of all rent due through the end of the lease however Willow Bridge offers a buy-out option which allows you to terminate the lease with a 60 day notice and termination fee equivalent to one month's rent.  I can allow a 30 day notice in this circumstance.  If you would like to take this route then I will have the termination documents drafted for your signature.  
  
  I have addressed your concerns regarding communication with our team and we are committed to improving resident communication and follow up. I appreciate you bringing these items to my attention.

  Business Response

  Date: 08/06/2024

  I responded directly to *****'s inquiry on 8/1/2024 however have not yet received a response from her. 

• Initial Complaint

  Date:07/26/2024

  Type:Sales and Advertising 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.

  Ive had many issues after up routing my life to make the transition to ************** with the complex, haven at *************. After moving in the first week, issues started. I had no air conditioner for the first 3 months. No hot water for 3 months. It took writing complaints and a public review for them to take me serious. I had explained I had health issues and needed the hvac to be fixed. As I am a disabled veteran and I do not work and am in home daily. I had a broken washer machine. A broken dishwasher. I unworking oven top. A broken screen door. Lights in fridge were not working. The freezer light as well. It came to the point where I had to threaten to get a lawyer. They became so negligent that i was about to. I originally moved in March 4, 2024. My first water bill was over 200 dollars. Yet they only gave me a 98 credit. Mind you the next month was 60 then following was around 20. As I live in a studio. I was paying much more a month for electric when after it was fixed, I pay 101. They do not respond with phone calls or emails so every interaction has to be face to face. About a month and a half ago I expressed theres a wall which is leaking. As it could cause mold. A week ago they had someone come in. I walked back into the office and the management says, its basically nothing. So I show them in the last week how much its gotten bigger as its been raining. Keep in mind this is unsafe and a health hazard. Management continues to say that I am in contact with one of the staff members which I hadnt spoken to in a couple months. I reached out to him last week though apologizing for saying how unprofessional it is and if I got him in trouble. As him and I had our brief friendship when I met him. I am disgusted with how they continue to not take action and personally make their residents feel uncomfortable. *** had staff make derogatory comments to me as well. I feel this Complex is not run orderly and continues to violate my contract.

  Customer Answer

  Date: 07/27/2024

  I want to include that I do not trust communication within the staff at this establishment. Everything is lies and they continually make it a point that they can not address certain concerns as its not in there budget. I want to include that they have made sure each time to say I am in contact with a staff member I was not. My concerns were continually pushed to the side. When someone who has auto immune disease and is disabled they should not allow them to go without air. They did not credit me anything for all the horror Ive been put through. There excuse is, its like a car when you pull off the road, it is your responsibility and loses value they have gave me an apartment full of problems and they continue to not take responsibility. Currently there are 30 people with ac. They do not care about their residents. The moment you sign the lease they stop responding. I feel this complex has made my mental health worsen as they are bullies. They continue to make me feel uncomfortable here. There own property manager has stated Ill be as nice as I have to be, so I dont get fired. Unfortunately I feel stuck. Due to my health, they constant issues is exhausting. They lied to corporate about my last complaint. Once again used **** as a bargaining chip. When until I apologized to him we hadnt spoken since the second to last week of may. When I expressed how unprofessional they were. I feel so targeted here and I do not feel safe or comfortable at a complex who treats residents as they do. I requested to move to another location anyway due to this. The fact its on the 7th week since a leak started is ridiculously unprofessional. They just fixed my dishwasher and yet its hanging off the rack. I do not have great credit yet pay in advance monthly. Due to me not having perfect credit and savings, I am requesting to be transferred outside of this complex. Its sad to know this property represents this organization as I know people who have rented in other properties from willow bridge that had a positive experience. I feel this property sells you on a lie.

  Customer Answer

  Date: 07/27/2024

  Current wall

  Customer Answer

  Date: 08/02/2024

  I applied to another one of their complex and am waiting for this complex to respond. After going over the document ******* the property manager said I would be able to be released from the lease and have no penalties. I want to make sure its documented correctly as my fear is they will keep my deposit. Ive gone above and beyond to continue to be a good resident however, after looking back over the document I see they did no check I would infact get my deposit back. Though ******* the property manager said I in fact would. I also want to make sure they do not target me so I can not move into the new complex. As I was approved and they are awaiting this complex to respond.  Under the lease it states that I could break the lease if a major issue wasnt fixed within 14 days and I have a 7 day notice to quit. However I did the right thing by giving time and giving notice to vacate. I do not want to be taken advantage of and I am not saying they are but want it all to be properly documented as if is not remedied I can fight it. 

  Business Response

  Date: 09/03/2024

  We are writing in response to the complaint filed against Willow Bridge Property Company National LLC under complaint number ********. We appreciate the opportunity to address this matter and clarify the situation.

  Complaint Summary:
  The complainant has raised concerns of advertising concerning air conditioning, broken appliances, and leaks.
  
  Our Response:
  After a thorough review of our records and the details provided in the complaint, we respectfully disagree with the claims made. Below is a detailed response to each point raised:
  
  [Point of Complaint 1]: This resident was not without air conditioning for 3 months. We have records of all services provided to this resident's apartment, including the staff and contractors that have made repairs.  The resident misunderstands the functionality of the air conditioner system which has been explained. The system is not meant to give a 40 degree differential to the outside temperature. As this was the intention of the customer to reach these abilities outside of the system's functionality, we were not able to reach the resident's expectations.

  
  [Point of Complaint 2]: Ms. ********* experienced work requests which were documented and addressed timely.  She recently brought a water stain to our attention which is the result of condensation on a dryer vent in the ceiling. This was explained to Ms. ********* that work would commence once the are
  
  [Point of Complaint 3]: Ms ********* mentions a friendship with members of the team. Our customer service expectation is to be courteous and respectful which I believe has caused a misunderstanding for Ms. ********** We will continue to offer friendly service as is our standard practice.
  
  Supporting Evidence:
  To support our position, we will provide copies upon request of documented work requests and invoices showing the relevant work completed in keeping with local Landlord/Tenant statutes.
  
  Resolution Efforts:
  In this case, we believe that the complaint is not representative of our standard practices. However, we take customer feedback seriously and strive to resolve issues amicably. We have taken the resident's request for resolution under advisement and have contacted the resident for resolution. In these efforts, we have come to an agreement directly with the resident requiring no further action outside of our agreed terms. 
  
  Conclusion:
  We respectfully request that the BBB consider our response and the evidence provided in reviewing this complaint. We are committed to maintaining high standards of service and ensuring that all our customers have a positive experience.

  Customer Answer

  Date: 09/03/2024

  I am rejecting this response because:   
  this is completely untrue. I again dont think all properties are managed the same way it was run here. For months they had maintenance come in and play with the thermostat. Which proved the coils were corrated. They then wanted me to sign a waiver for actual hot water. Every applicance was in fact broken. They charged me water and electricity some how for the two units not in use next to me. Which was proven by the power outage. Currently someone was in my apartment without my permission. They agreed to allow me out of the lease but they never recouped losses on electric or water. Which proved when they asked for my electric bill without my ********** Not only am I protected class for being disabled military but sexuality assaulted in the state of ************** where there security was not working for weeks where all my outlets were in fact compromised. So no I dont accept this. Nor will I or others. 

  Customer Answer

  Date: 09/03/2024

  Theres many issues in this complex they are just dishonest 

  Customer Answer

  Date: 09/04/2024

  I want to withdrawal my complaint. It is resolved and worked out.