Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 9/15/23, I submitted a reasonable modification request along with a doctors note to use a window ac unit. After almost a month, on 10/14/23, I still had not heard anything back, so I sent a follow up. It is not until today, 10/18/23, that anyone gave me an answer. At this point, they denied my request, due to the structure of the property. My mother is an architect and informed me that there would be no structural reason I could not have this accommodation for my medical needs. I called the company. The person I spoke with contradicted what was said in the email; he claimed it was a liability issue of it falling on someone. This man talked over me and would not let me speak. Otherwise I would have told him that that is not an issue since I have a deck outside of my window. Also, this was not the reason I was denied in the first place. He then refused to let me ask further questions to clarify and would not give me the contact information for the regional manager to attempt to resolve this issue. I would like my reasonable medical accommodation to be approved so that I can live in my own home comfortably while being able to manage my chronic health issues.

  Business Response

  Date: 11/16/2023

  Hello,

  Our records indicate that the management team for your building responded to your question immediately. As stated to you by the Property Manager, unfortunately this building can not support the long-term use of a window A/C unit because: 1) there is no dedicated power source to support these units on an ongoing basis, 2) condensation from window units affects the structure of the building, in addition to leaking onto units below and individuals passing by and 3) long-term use of these units can damage the window seal and frame. Please also note that because the building naturally settles and shifts during storms, high winds and fluctuating temperatures, we cannot guarantee that a window A/C unit would stay tightly secured at all times, becoming a potential liability and danger to those below.

  All of that said, our team has reached out to offer you several other options to address your request while keeping you and all residents safe, including use of an in-unit portable A/C and fans during the summer months in addition to opening the windows or lowering the heat during the winter months. At this point, we have yet to receive a response from you regarding these options. Please understand that we value you as a resident and hope we can work with you on one of the suggested options. We look forward to hearing from you.

  If you have any questions or need additional information, please do not hesitate to contact us at [email protected].  Thank you for the opportunity to respond. 

• Initial Complaint

  Date:09/10/2023

  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.

  First of all, this property management failed to honor their words. They first conditionally approved me, then notified me it's pending a review. They called me and claimed the rent went up while they were doing the background review. So either I had to accept their raised rent or give up my application. I decided to accept their unfair offer. Submitted my proof of income to a third-party website they provided. Then several days later, they asked me to send them my past 3 months' bank statements. I worked in my company for 3 years already, sent them a screenshot from my bank showing partially of my bank statements and paycheck deposit, They said it was not acceptable and still asking for the bank statements. I told them I did not want my routing and account number leaked since I had a bad experience before. If they can not proceed then deny my application. They canceled my application without notice or anything. During the whole application process the response was slow, leasing agent was not knowledgeable about what he was doing. I had to call several times to ask how did my application go. I need my refund back.

  Business Response

  Date: 09/27/2023

  Hello,
  
  The Bernstein Management Corporation (BMC) “Application Eligibility Criteria DC” Form, signed by all applicants before paying any fees, states that application fees, along with credit card convenience fees, are non-refundable. As such, when an applicant is denied, BMC issues an earnest fee refund via check mailed to the home address listed on the application; application fees are not refundable.
  
  Because you paid the $300 earnest fee, we have issued a refund in the amount of $300, which will be processed over the next 7 business days.
  
  Unfortunately, we were not able to proceed with your application for these reasons: 1) you did not provide sufficient proof of eligible income; 2) you did not provide a guarantor as an alternative.
  
  If you have any questions or need additional information, please do not hesitate to contact us at [email protected].
  
  Thank you for the opportunity to respond. 

• Initial Complaint

  Date:08/03/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had multiple leaks and flooding in my apartment and as such was promised over email and over the phone concessions totaling close to $6,000. Then, the business came back and retracted and is only offering half which shows bad faith.

  Business Response

  Date: 10/02/2023

  Hello, 
  
  Bernstein Management Corporation (BMC) entered into an agreement with you to provide a rent credit in the amount of $5,541 to cover the amount of time you were displaced while repairs were being made due to a drainage issue ($2,076), a move-in incentive that was never correctly applied ($3,065) and to cover your renter’s insurance deductible for the claim for prior mentioned drainage issue ($400). 
  
  Between August 1, 2023 and August 9, 2023, you were issued credits in the amounts of $2,372.90; $3,065.00 and $400.00, totaling $5,873.90. Additionally, you were let out of your lease penalty free at your request, effective 9/2/2023, as a good faith gesture for the inconveniences you experienced. 
  
  If you have any questions or need additional information, please do not hesitate to contact us at [email protected]. Thank you for the opportunity to respond. 
  
  

  Customer Answer

  Date: 10/02/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and noticed it predates my complaint - I had to argue with the business initially but eventually got what was agreed upon. 
  
  Regards,
  
  ****** *****
  

• Initial Complaint

  Date:01/24/2023

  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 Jan. 21st, experienced an unprofessional interaction engagement when I dropped by to visit with a Bernstein Management staffer is when I was confronted by **************** who abruptly interjected in a verbal exchange after I requested if a Bernstein Management leasing agent was available. ***************** initially, walked away without acknowledging I was present. Very contentious, unethical, and callous attitude toward new future perspective resident (consumer). In an abrupt tone, as if to yell, "do you want me to take your application."On Jan. 24th, experienced Ms. ******* who was initially not at her post but away preoccupied with "escorting her child from the school bus to the apartment home", instead of ******* the leasing office. I perceived her to demonstrate a poor attitude which was less than welcoming, hospitable, and professional. Ms. ******* did not initially introduce herself as representing Bernstein Management Corp. Needless to say, our interaction did not start very well because I am expecting a level of business professional customer service in sales and hospitality that Ms. ******* did not satisfactorily meet on my initial meeting. I was so disappointed that I decided I did not want to be engaged with her combative energy to the extent I requested to speak further with Mr. **** who demonstrates stellar customer service. Ms. ******* at one point I witnessed hearing her "grunting" over my conversation with Mr. **** which she then proceeded to rudely interrupt our conversation. **************** and Ms. ******** both can strongly benefit from customer service satisfaction and accountability training coaching opportunities.

  Business Response

  Date: 02/03/2023

  ---------- Forwarded message ---------
  From: ***************************** <**********@bmcproperties.com>
  Date: Thu, Feb 2, 2023 at 10:13 AM
  Subject: Response to Complaint ID ********; ***********************
  To: Dispute Resolution Team <[email protected]>
  Cc: *************************** <*************************>, ********************************* <*****************************>
  

  
  
  

  February 2, 2023

   

  Dispute Resolution Team, Better Business Bureau            

  1411 ********, 10th Floor

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

  Phone: ************ Fax: ************

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

   

  RE: Response to Complaint ID ********; ***********************

   

  Bernstein Management Corporation (BMC) is in receipt of the complaint filed by ************************ 

   

  We have investigated his claims thoroughly and have record of several attempts by phone call and email by our Senior Property Manager to help ****************** come to a resolution.

   

  Additionally, upon receipt of this complaint I personally attempted to reach out ****************** via email.

   

  ****************** can reach out to us directly by calling ************ or by emailing **************************.  We are happy to discuss his claims and a permanent resolution.

   

  If you have any questions or need additional information, please do not hesitate to contact us.  Thank you for the opportunity to respond.

   

  Sincerely,

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

  A.V.P

   

   

  ******************************** Assistant Vice President
  5301 **************************************************************************** 20015 Direct: ************ | Fax: ************ ************************** | www.bmcproperties.com

  Customer Answer

  Date: 02/03/2023

  Complaint: ********
  
  I am rejecting this response because: In pursuant, the respondents (Mr. ********* is deflective of the immediate concerns and the nature of complaints addressed by the consumer(I, Me). The *********s made are not addressing the issues raised which draws even additional concerns. 
  

  He alluded to We have investigated his claims thoroughly and have record of several attempts by phone call and email by our Senior Property Manager to help ****************** come to a resolution. Need clarity as to what extent does this address the systemic customer service issues that seemingly are playing out at the ********** at Pentagon City in Arlington, VA. I have attached the voicemail transcript the Leasing Manager left on January 26th, and I was perplexed she did not know the geographical location in which the property resides.

  Therefore, I outlined very clearly in the ****** review and in the Better Business Bureaus Report Analysis what I encountered, experienced, and witnessed with specified time stamps. My time is utmost important and valuable in addition to the respect I have for myself to entertain a discussion that you need to have with your staff not the consumer. 
  

  All we need you to do is make improvements and succeed in the areas of performance training your staff how to consistently, courteously, hospitality, and professionally deliver state of the art customer service experience to consumers (residents and/ perspective future residents). You do not need to speak to me about anything furthermore. I'm enlightening you by bringing much needed attention and making you aware what us consumer who are keeping you in business are experiencing and needs improvement.

  Regards,
  
  ***********************

• Initial Complaint

  Date:07/28/2022

  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.

  The property management company for *** at ********** ******* apartments will not respond to my messages or address the excessive noise from my neighbor. My neighbor plays their tv/music as excessive volumes on a consistent basis. At times the music is so loud that the pictures on my wall vibrate, and I have had to leave my apartment because my ears hurt from the volume. I have contacted the management office numerous times, as detailed below: 7/4/22 - Sent a note in the online portal to the Leasing Office regarding the noise complaint (no answer) 7/8/22 - Spoke with a representative at the front desk; they called the Leasing Representative who instructed me to call the police; I called the police but they would only respond after 10pm 7/9/22 - Sent a note in the online portal to the Leasing Office regarding the noise complaint (no answer) 7/12/22 - Spoke with Leasing Office Representative about the issue and sent a follow up email with sound files (no reply) 7/18/22 - Spoke with representative from the Leasing Office about the issue and sent follow up email with sound files (no reply) 7/25/22 - Sent email to Asst. Property Manager, who previously provided assistance several months prior (no reply)

  Business Response

  Date: 08/05/2022

  August 4, 2022 

  Bernstein Management Corporation (BMC) does not have record of any complaints from *** ********. Now that we  have been made aware of the alleged lease violations we have immediately reached out to *** ******** for more  information. 

  Once the information is received we will follow our policy of immediate investigation, sending lease violation letters  and proceed through D.C court through our attorney’s when necessary. We will continue to work with *** ********  until a resolution is reached. 
  

  If you have any questions or need additional information, please do not hesitate to contact us. Thank you for the  opportunity to respond. 
  

  Sincerely, 
  

  Russell O****** 
  A.V.P 

• Initial Complaint

  Date:07/08/2022

  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.

  My son will go to the University in *************. He applied to rent **** apartment near the university. He paid $50 for application fee, and another $50 for checking my wife's annual income, and another $300 earnest fee. They canceled my sons application, and said the earnest  fees are non-refundable. There is no more my sons account in their rent apartment system, I can not see the application file to see words such as no earnest  fee refund. I will request to refund the earnest fee via some public complains websites.********

  Business Response

  Date: 07/18/2022

  July 18, 2022

  Bernstein Management Corporation (BMC) only refunds earnest fees based on denial of credit or screening results.  Since the applicant and the guarantor couldn’t provide sufficient income documents, we were forced to cancel the  application. This is detailed in our” Application Eligibility Criteria DC” form. 
  Before they begin the application process, the website informs the applicant of the qualifications to rent - income  standards and acceptable forms of income. Also, the DC Applicant Eligibility Criteria form that they signed informs  the applicant again of the sufficient income documents and the information about the earnest fee before they submit payment of the earnest fee and application fees. 
  On the first page of the BMC application, it states our eligibility criteria including income requirements. The  applicant is not able to proceed with the application without confirming this fact by reading and electronically  signing. The applicant nor the guarantor provided sufficient proof of eligible income. Attached to this email is a  copy of our application showing the above. 
  If you have any questions or need additional information, please do not hesitate to contact us. Thank you for the  opportunity to respond. 
  
  

  Customer Answer

  Date: 07/20/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  *************
  The application fee is $50 for one applicant. My son paid double $50 for his rent application.

  My son had signed The District of Columbia Housing, it is not a contract between my son and BERNSTEIN.

  It is only an applicant one side promise.

   

  ******* fee should be returned even if an applicant withdraw his/her rent application.
  
  Rent an apartment is not that like somebody going to a night club, and have to pay before entry.

  ********