Complaints

• Initial Complaint

  08/12/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I am beyond frustrated and outraged with NEW BRIDGE MANAGEMENT, I moved out of my rental and returned my keys on July 10, 2024, yet here I am, more than a month later, still waiting for my security deposit refund. This level of incompetence and blatant disregard for tenants is completely unacceptable.Despite multiple attempts to resolve this issue, including providing every piece of evidence requested, the company has done nothing to process my refund or even give me a receipt explaining the outrageous deductions theyve made. Their lack of communication and transparency is infuriating.Ive been forced to consult legal counsel just to get this company to do the bare minimum of whats required by law. Its clear this isnt just a one-off incidentthis company has a pattern of mistreating their tenants. This has been an absolute nightmare, causing unnecessary stress and hardship.Do yourself a favor and stay far away from this company. Their shady practices and utter lack of professionalism are appalling. If you value your time, money, and sanity, look elsewhere. This company clearly has no respect for their tenants and is more interested in exploiting them than providing any semblance of decent service.

  Business response

  08/13/2024

  **********************, At this point you are harassing and bullying. You originally contacted our office on 8/7/2024. We have been in constant communication with you and told you that as soon as we receive invoices from the owner of the property, we will respond to you. It has been one week and the owner has not yet responded to our requests. In the meantime, you have submitted over 12 negative reviews and filed a complaint with BBB. This is harassment. This needs to stop and you need to give us time to collect the information from the owner. In your emails, we agree that you were over charged for one item and that is being credited to you account. A new disposition is being generated and will be sent to you as soon as we receive the invoices. We are pushing back on some of the items the owner wishes to charge against your security deposit and don't want you to be charged. But you have to give us time to address these issues.

  Customer response

  08/13/2024

  I am rejecting this response because:

   

  

  

  

  

  
  

  Customer response

  08/15/2024

  Message: I am rejecting the response from New Bridge Management for the following reasons: 1. Unfounded Accusations: The business claims that my repeated attempts to contact them constitute harassment and bullying. This is entirely untrue. My inquiries have been solely focused on obtaining information and documentation regarding my security deposit refund, which is overdue according to California law. It is my legal right as a tenant to pursue this matter, and labeling my actions as harassment is an attempt to deflect responsibility. 2. Failure to Comply with California Law: As stated under California Civil Code Section 1950.5(g), landlords are required to return the tenants security deposit and provide an itemized list of deductions within 21 days of vacating the property. New Bridge Management has failed to comply with this law, and their response suggests further delays. The claim that they are waiting for invoices from the property owner is irrelevant and does not justify their failure to

  meet legal deadlines. 3. Lack of Documentation: The business has acknowledged an overcharge on one item but has not provided the complete documentation required by law. This documentation should have been in their possession well before the 21-day deadline and should have been promptly shared with me upon my request. 4. Inadequate Resolution: The businesss response lacks any commitment to resolving the issue within a reasonable timeframe. They have not provided a clear timeline for when I will receive the owed documentation and refund, nor have they addressed the legal ramifications of their delays.

  
  

  
  Message: Dear New Bridge Management, Your recent email accusing me of harassment is not only unfounded but also a clear deflection from your legal responsibilities. Harassment is defined as aggressive pressure or intimidation, neither of which applies to my legitimate inquiries about my overdue refund and the documentation that, by law, you are required to provide. Let me remind you that under California Civil Code Section 1950.5(g), you are obligated to return my security deposit and provide an itemized list of deductions within 21 days of my move-out date. This deadline has long passed, and your failure to comply is a direct violation of state law. Your claim that you are awaiting invoices from the property owner is irrelevant to my rights as a tenant. The documentation I am requesting is something you should already have in your possession. It is unacceptable to expect me to wait indefinitely due to your internal delays. I demand that you immediately provide the complete documentation and process my refund. Continuing to withhold this information and my funds is not only unethical but also illegal.

  I am writing to formally request a copy of the communication in which you acknowledged the overcharge on my account. Additionally, I would like to receive any documentation that shows your responses to my previous emails regarding this matter. As we continue to work towards a resolution, its important for me to have a clear record of our correspondence and the steps that have been taken to address the issues Ive raised. Please provide these documents at your earliest convenience. Your prompt attention to this request will be greatly appreciated. Thank you for your cooperation.
  

  
  Message: I am writing to express my continued frustration and concern regarding the lack of transparency and communication from New Bridge Management. Despite multiple requests for clarity on various charges, including HOA fees, and detailed documentation, I have yet to receive a satisfactory response. This ongoing lack of accountability and responsiveness is unacceptable. Specifically, I am requesting the following: 1. Confirmation of Overcharge Acknowledgment: Please provide the written response where your team acknowledged the overcharge on my account, along with details on how this issue is being resolved. 2. Proof of Communication: I require copies of all correspondence in which New Bridge Management has responded to my previous inquiries, particularly regarding the charges and the issues raised in my earlier emails. 3. Detailed Explanation of HOA Fees: I have repeatedly asked for a clear breakdown and explanation of all HOA fees that have been applied to my account. To date, I have been charged without adequate explanation, which is unacceptable. I demand a full accounting of these fees and a justification for each charge. The ongoing failure to address these concerns and provide the necessary documentation not only violates the trust inherent in the landlord-tenant relationship but also raises serious legal and ethical questions. I expect an immediate and thorough response to this email, including all requested documentation and explanations.
  

  
  

• Initial Complaint

  10/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  After deducting more than ****** from my rental security deposit an itemized list with receipts was never issued. Only a summary without receipts and breakdown of all charges.

  Business response

  11/14/2023

  The receipts were sent to your last known address. A copy is provided for your records. 

  Customer response

  11/14/2023

  I am rejecting this response because:

   No itemized breakdown of anything 

   carpet charge is only a work order not an actual receipt no labor charge breakdown for cleaning fan remote charge is not a receipt 

    

  
  

  Business response

  11/15/2023

  You asked for receipts for items deducted from your security deposit. The receipts were provided. I don't understand why you are rejecting the receipts. If there is anything else you need, let us know. 

• Initial Complaint

  10/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I moved out the home I was renting from them on august 25th. I have emailed and called to find out about our deposit. No one will email or call me back. I would like to know when I can expect my deposit.

  Business response

  10/09/2023

  Dear **********************,

  As per California Civil Code section ******, your disposition letter was mailed to the address provided by 21 days. Attached please find your disposition letter. There is an outstanding balance owed on your account in the amount of $784.50. Please let us know how you would like to proceed with a payment on this outstanding balance. The owner of the property intends to collect on the balance due and we have been authorized on their behalf to set up a payment plan. At your convenience, you may call our office at ************ to set up your payment plan for the outstanding balance or make a full payment. 

• Initial Complaint

  05/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid my bill for my rent online which I've done for years. I've lived in my apt for 24 years and never a problem. When I went into my bank ac**unt to make sure it had cleared, I noticed the property mgnt ** charged me twice. This made me $738 overdrawn. I went to my bank to put a stop on one of the payments and since it was pending, the bank **uldn't do that at the time. I went to my property manager and made them aware of the situation and let them know they need to fix this problem. I was told they use a 3rd party app for rent payments and there's nothing they can do. Needless to say I became very frustrated and upset. Part of the reason I got upset, was I needed to order my diabetic medicines and this situation was putting a hold on that. I told them I don't care what they need to do, but they need to fix it!!! This all started Friday the 5th, and I've been going back and forth since then. Calling with NO return calls everyday! Left messages for the owner with no reply. Office manager **uld careless what is going on with me. I just don't know where to turn at this point. Any information would be helpful. Thank you for your time, *************************

  Business response

  05/23/2023

  New Bridge Management DOES NOT have access to tenant banking information. Since we do not have access to tenant banking information, there is no way we would be able to pull the rent from a resident account. The tenant paid the rent twice. She paid rent once on the 1st of the month and a second time on the 5th of the month. Normally, it is not our practice to refund the tenant the prepaid rent. However, given the length of relationship with the tenant, we called the software company to find out whether a refund could be issued through the system since the tenant was the one who made the prepayment. We were informed because we do not have access to the tenant banking information, the only way to refund the tenant was to issue a check to the resident. An exception was made for this resident and we issued a check to her. In fact the check was issued to her at 4:50 PM on a Friday so that she wouldn't be without her funds given her situation. The steps taken by New Bridge Management to address this issue were 1) call the software company to see if there is any way to refund the tenant, 2) had to wait for the funds to clear the bank before a refund could be issued and 3) refunded the tenant as quickly as possible. It is unfortunate that the tenant is holding us responsible for a mistake that was made and states that we don't care. This kind of accusation erodes at goodwill. 

  Customer response

  05/23/2023

  I am rejecting this response because: New Bridge Mgnt. did end up resolving the issue. But their response was not quite accurate. This incident was not my fault as they make it sound. I did not make 2 payments. I made one payment on the 5th of May. I did not have the funds to make a payment on the first as they indicate.  Also the 2 payments cleared my account on the 8th which made my account $738.00 overdrawn. I recieved a check from them on the 12th at 4:45 pm, therefore for 4 days I had no funds. To me that's not timely!! What has upset me the most is the lack of urgency on their part. I called or went to the office everyday to resolve this issue which was urgent to me. I NEVER recieved any calls back and was never informed as to what was going on. I don't feel that's very good customer service. By the way this rental payment issue has also happened to two other tenants whom I know. So to conclude, yes the issue was resolved, but the manner in which they do business lacks professionalism. 
  

  Business response

  06/02/2023

  It is unfortunate that our process is considered not acceptable when we made the exception to our policies and refunded the rent paid through our online service, once the funds cleared out account. Normally, we would not have even refunded the funds made payable to our office. Given the length of your tenancy and past relationship, we made an exception for you. The funds paid would have been considered pre-paid rent and you would have been left to deal with a problematic situation that you created. At this point, we will consider this matter closed. In the future, please review your account to ensure funds clear before making any additional payments.

  Customer response

  06/05/2023

  I am rejecting this response because: I wish to move forward from this mess. Clearly I'm going to continue to be accused for creating this situation. I no longer wish to go back and forth as to who's at fault. I appreciate what they have done for me, and will leave it at that. Thank You
  

• Initial Complaint

  02/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In 2016 myself and my roommates rented a house (705 ****************, *******, **) from New Bridge Management. Mid year of 2017 we were given a notice that we owed them $4,715.91 in damages such as, carpet replacement. They took our entire deposit of $1,395 and subtracted from the total, showing we owe them a total of $3,320.91. My roommate, *********************************, contacted them and came to an agreement to pay them $2000 and all would be forgiven. We paid them on 8/31/2017 the $2000. Now, 2023, I fill out an application to rent somewhere and on my credit report it shows I owe New Bridge Management $3,321. A year ago I applied to a house and got a copy of my credit report and that was not on my report anywhere but it has suddenly appear now. My roommates and I paid them the money we owed them in 2017 and now I am having trouble finding a place to live since it is showing I owe them money, yet I do not and they have not contacted me back to try to resolve the issue.

  Business response

  03/08/2023

  *************** is correct. She contacted our office and we responded to her complaint. After leaving her multiple messages, we didn't hear back from her. ******************** lease was directly with the investment company that owned the property. The outstanding balance was owed to the owners and not New Bridge Management. She and her roommates made an agreement directly with investment company and paid them off. Unfortunately due to Covid limitations and reduction in staffing, we were not notified the whole account was paid off. New Bridge Management investigated the issue and found the account was paid as agreed. We are making every attempt with the investment company's help to retract this file from collections. **************** is welcome to contact us again and we will be happy to provide a letter stating as such for her records. 

  Customer response

  03/08/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  11/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Hello so we moved into ******************* unit A on November 15,2021 and we were asked to move a year later. Well when the new company took over they never came to look at the condition of the home and issues that they no about along with prior company and owner and also on our move in sheet we turned in there still trying to charge us and not giving our deposit back.we want something from our deposit back and we want an answer now before we take it to court. You can not charge us for fixing things that were already and issue and your company never looked at the home awful company and they steal your money. There making up lies and lies we have reached out and no one cares to respond back.

  Business response

  02/06/2023

  To whom it may concern, 

  
  

  ************** and her family moved into a property located at ************ in ********* on November 15, 2021. ******************* was the property management company that assisted in the move in process. As is customary, security deposit and first month's rent must be paid at the time of move in and most property management companies conduct a move-in inspection. This process was handled by the previous company. Since the complaint is mainly about the security deposit and what ************** was charged, attached is a copy of the move in inspection from the previous management company. 

  
  

  By the time New Bridge Management took over the management of the property at the end of January 2021, the previous property management company had been unsuccessful in collecting the move-in security deposit. They had also failed at collecting rent on time. ************** failed to pay her February rent and March rent on time. New Bridge Management finally received rent and the security deposit by March 22, 2022. It became clear that ************** should have never been qualified to move into the property since she was unable to pay the rent in a timely manner. She paid her April rent in May and continued to pay her rent late. Based on the performance, the owner of the property no longer wished to work with ************** on making late rent payments. The owners of the property directed New Bridge Management to issue a notice to terminate tenancy at the end of the lease which was November 30, 2022. This meant that ************** and her family were responsible for paying rent until the end of the term. She failed to pay her September, October, or November rents and utilities which were her responsibility. She failed to vacate the property and as such an unlawful detainer was filed against her under the direction of the owner by New Bridge Management. 

  
  

  Upon move out, an inspection was conducted. In order to make the property rent ready, New Bridge Management obtained an estimate of $6,584.70. Of that total amount, ************** was only charged $2,796.00. Those charges included the replacement of an air filter, six door stoppers, damaged doors, closet door guides, vent fan cover, screens, lights, vertical blinds, blinds and cleaning, removal of trash left behind and partial painting. None of these items were mentioned as being an issue on the move-in inspection report with the exception of one hole in one screen. However, at move-out multiple screens were missing and damaged. 

  
  

  At the time of her move out, ************** owed $7,661.67 in past due rent and utilities. Her final disposition which was sent to her within 21 days included the past due rents as well as the unlawful detainer fees and cost of repairs. This brought her outstanding balance to $11,041.47. The security deposit of $4,800.00 which she claims to be owned was applied to her balance due. She currently owes the owner of the property $6,241.47. When ************** contacted New Bridge Management regarding her security deposit, she asked for a copy of her move-in inspection and did not dispute the amount due. She was provided with the requested copies. 

  
  

  ************** is more than welcome to pay the balance due in full. The owner of the property has every right to file a small claims action against ************** for the total sum. New Bridge Management is willing to work with ************** in accepting payments on the balance due on behalf of the owner. However, New Bridge Management does not guarantee that the owner will not wish to pursue legal action prior to the full amount is paid. Should ************** pursue legal action and further defamation, the owner of the property may pursue the same. New Bridge Management is here to assist in any way possible to facilitate an amicable solution. If you have any questions or concerns, feel free to contact us at the number below. 

  
  

  Kind regards,

   

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

  New Bridge Management

  Customer response

  02/07/2023

  I am rejecting this response because: i was never given copies of the move in inspection nor did new bridge ever do a walk through when taking over also security deposit was paid along with first month rent. It was a double security deposit which was split up per other property company. My issue is not the deposit but more of fake charges and lies from the company and the way things are handle. 
  

  Customer response

  02/15/2023

  I am rejecting this response because: Again never given the move in report from new bridge it was given to me by prior company and i wad told many times inspection would be done but that is okay i don't have the time for the back in fourth and the amount stated is still not owed and is also wrong and about 3 months of rent not paid also wrong we have each payment and it does not add up to what the report attached shows at all. Thank you. 
  

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