ComplaintsforThe Bainbridge Companies, LLC

• Initial Complaint

  06/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Have no functioning air conditioning. No one responds to maintenance request. Office does not answer the phone. Its 82 degrees in my apartment

  Business response

  06/17/2024

  We take all resident concerns seriously and act swiftly to resolve them.  This residents AC was repaired on June 7, 2024. If the resident has additional issues we can address those as well should the resident contact us directly. 

• Initial Complaint

  05/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My roommate and I took over a lease for Axis apartments starting in July of 2023. There have been a couple times the leasing office and management was not great. Example, my roommate just received her fob for the gym in May of 2024 when she shouldve received it when she moved in (on top of that she had to contact the leasing office and ask for updates, the leasing office never reached out to her) and we have 0 water pressure and told the leasing office about that multiple times and they didnt care. The past two weeks starting on 5/7/2024 has been one of the worst examples of management. First, they added a bunch of random fees to our account including: no renters insurance fee (we have renters insurance), a late fee (we paid on time), a NSF (again we paid on time), and an application fee (we paid it the month prior). We I first went to leasing office about these miscellaneous fees they ask for proof via email that we have renters insurance and we paid on time. They removed the the application fee but said all of the other fees would need to be removed by the property manager ******. So I came back the next day to se did they spoke with ******, I was told they left note for her. So I went back the next day and talked to a new staff member and they told me they would speak with the property manager. I have gone into the office every single day since 5/7/2024 until today 5/18/2024 and every single time I go in they have no idea what I am talking about even though I spoke with them the day prior. Additionally, I have been emailing and havent received a single response back. Finally, yesterday when I went in they said I wasnt even in the system!!! This is by FAR the most poorly managed apartment complex I have ever lived in.

  Business response

  05/21/2024

  Good afternoon.  I have reached out to the residents, and we have contacted a plumber to help resolve the issue. We also worked alongside the City of Delray, because we first thought the water issue was due to a backflow. The backflow valve is only one year old and the City determined it is not the back flow. I will stay in contact with the residents and keep them updated on the water issue. As far as the extra charges, they had an NSF and it then charges a late fee. As a courtesy I reversed the charge. The Insurance fee was also reversed as they acquired a new insurance policy, as a previous roommate had moved out and cancelled hers. If you should need more information please contact me via phone at ************.  Thank you

   

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

  Community Manager

  Customer response

  05/22/2024

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

• Initial Complaint

  04/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My husband and I have been living at the ************************* community since November 2023. At approximately 8:45am on Friday 4/19/24 we walked outside our apartment to find our vehicle missing. We went to the leasing office to report the issue, and were told our car was towed due to the car being reversed into a valid parking spot. We were informed that back-in parking was against property policy. We have always parked this way and were confused as to why now it was an issue. We then checked our leasing agreement and came back to the office to speak with the property manager, ******. She informed us that back-in parking was illegal in the **************** but when asked if she could show us the law, she stated you can just ****** it. She also reviewed the clause in our lease agreement that shows the property can tow per violation of community policies, to which we then pointed out the clause ends with a tow at the owners expense after a 24 hour notice is placed on the vehicle. We did not receive a notice on the car. She stated the sign at the front of the community serves as notice of 24 hour towing services. The sign states that unauthorized vehicles will be towed. Our vehicle is authorized as it is up to date in registration and has a valid parking decal from the community. There are other vehicles in the community that are backed in to parking spots, or have been issued proper violation stickers that have yet to be towed. The entire interaction with ****** lacked care and we would like the company to acknowledge that proper notice was not given therefore we lacked the chance to amend the situation prior to escalation. We would also ask for reimbursement for the tow expense in the amount of $140.40. We are not pursuing further reimbursement, but the towing company did damage the vehicle during tow which is another added stress to the situation that could have been easily avoided with a notice sticker or simple call from the office.

  Business response

  04/19/2024

  Bainbridge does not manage *************************.  Please contact ********* Management Services regarding this matter.

  Customer response

  04/23/2024

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

• Initial Complaint

  04/03/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have been a resident at ************** since 2021 and was told by the leasing office that I could vacate my lease early without penalty if relocation was required for work. After being told by 3 employees the same info, I accepted a job offer in a ************* and signed a new lease. Rentals in *** are much more expensive to secure and I completed a $7,000 wire transfer that morning. That same day I come to the office to submit the notice of the intent to vacate forms, and only then am I told I will be responsible for a fee of 2.5 times rent to vacate early. ************************* in the leasing office said he would not provide his supervisors name, if I'd like to take the issue higher I could find their contact information myself. So I find the regional managers contact info, *********************, and she does not acknowledge three of her employees telling me I would have no fee with relocation documentation, she just says she can't make an exception for me (despite it not being an exception, I was acting on what her employees told me) but she would talk with the team and get back to me the next day. **** did not get back to me until Tuesday afternoon after leaving 3 voicemails. She had clearly not spoken to her team or given it a second thought. I asked how she would feel if a business she has spent over $70,000+ dollars with had given her the same info 3 times only to surprise you with a fee of $4,750 and she had no comment. The entire experience has been as unprofessional and unpleasant as most of my time living in this apartment complex. I would like the fee to be dropped, as any other consumer would expect, and to move on from this. How could I possibly be responsible for the info given to me by three employees of a company? Especially when the amount is thousands of dollars.

  Business response

  04/12/2024

  We sincerely appreciate the opportunity for our residents to express their concerns and feedback regarding our services. Our goal is always to provide the highest level of service possible, and we regret any situation where this may not have been achieved to *********************** satisfaction.
  
  We understand the disappointment regarding the early termination fee and the communication that led to misunderstandings. However, it is important to note that our lease agreements outline specific protocols for early termination, which all residents are required to adhere to.
  
  While we empathize with *********************** situation, we must operate within the parameters set by our lease contracts to maintain consistency and fairness for all residents. We acknowledge that verbal communications may sometimes lead to misunderstandings,and we strive to continually improve our processes to minimize such occurrences in the future.
  
  We value *********************** residency and hope to continue serving our residents in the best possible manner within the framework of our contractual obligations. If *********************** has any further questions or requires clarification on any aspect of the lease agreement, *********************** may reach out to us at any time.
  
  

• Initial Complaint

  03/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On January 20, 2023, we moved to ********************* (husband, me and two children).January 20, 2024 We moved out. We lived in terrible conditions. There were a lot of cockroaches in the apartment, nothing helped. When we turn on the light in the kitchen at night we walk on the crunchy floor. Our house was next to the trash can and there were a lot of rats. There were always people in the pool and gym who did not live in the complex. they came by car, cause the gates to the apartments were always broken. These people climbed over the fence and had loud pool parties and entire teenage teams playing basketball. the computers and printers in technical room were always brocken. When we moved in, the apartment was in terrible condition and I indicated all the damage in the annex to the contract. However, during eviction, all these damages were attributed to our family, including the trash can, which was not provided to us upon check-in, but was deducted from the deposit. When checking out, the office employee did not come to see the apartment, they just took the keys in the office. On February 2, 2024, my husband came to the office to ask why the security deposit had not yet been transferred, we were told that we had to pay about $500 for damage to the bathrooms and walls (which, as I indicated, was the case when we moved in) and the trash basket. The manager said that if we refuse to pay, they will send a complaint to the credit institution and collectors and we will be in trouble. My husband signed it. On March 15, 2024, I wrote a letter to the office asking if they sent the deposit and when. Nobody answered me. March 19 I went to the office again to ask why the security deposit had not yet been transferred. Today is March 31, 2024, we still have not received the security deposit. Our family are refugees and arrived in ***************** on January 7, 2023. my husband works alone for a family of 4 people. This money is very important to us. I ask you to help me.

  Business response

  04/01/2024

  Bainbridge stopped managing this property on 10/3/2023.  The deposit is held by the current management company and the property owner.  They will need to respond to this matter.

  Customer response

  04/02/2024

  Good afternoon!

   

  Thank you very much for helping me!

  The property management has been changed  for about 3 times last year. It was the company named Avenue 5 last time I assume. The letter of notice of management changes from 10/3/2023 is included.

  sincerely,

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

  Customer response

  04/05/2024

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

  Customer response

  04/05/2024

  Hello!

  After The Bainbrige LLC the company Avenue 5 came to manage the ********************* apartments.

   

   

• Initial Complaint

  03/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I moved into this property on February 1st. On February 19th I noticed mice in my apartment unit. I notified the property and made multiple attempts regarding this issue. The property found a hole behind my fridge, in my closet and behind my dishwasher. I have found 3 dead mice in my apartment and it has taken them days to come and get the dead mice. I was then told by the assistant property manager that I brought the infestation when I moved in. Which escalated the matter to the property manager who emailed me and requested a time to speak with me. I responded the message and also sent an email requesting to vacate my unit and my lease. Since then I have been blatantly ignored, none of my calls or emails are getting answered and Im looking to speak with someone to avoid litigation.

  Business response

  03/13/2024

  Resident concerns are a top priority for us, and we make every effort to address them promptly. We have taken steps to communicate to the resident regarding the concern they've raised. They've maintained continuous communication with us, and we've provided a swift resolution to the matter. We sincerely regret any distress this may have caused and remain available to offer further clarification if the resident chooses to contact us directly. 
  

• Initial Complaint

  02/19/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  The complaint is based on the false advertising and their inability to provide a secure dwelling unit, for which I am paying rent monthly. They falsely advertise a comfortable residence per their own website, but sleeping apparently is not included when you rent in this condominium. I have conducted numerous complaints and the lease office has ignored my communications and refuse to do anything to enforce the quiet hours provision of the lease. This has resulted in a detrimental effect against myself as sleep deprivation has been linked to worsening of certain mental health conditions. I have record of multiple communications with the office stating my concerns and the violation of the lease (since they are unable to provide me with a safe and comfortable environment as advertised). Also, I have contacted a number provided for issues after-hours and they have basically told me they cannot do anything. My roommate has even contacted the police, but to no avail. At this point, we only wish to be able to move away from this community within the next month, but cannot do it if they are going to charge me the lease cancellation fee, which is not fair either as they were the ones who violated the lease at not being able to provide the residences, they are falsely promising. Another factor which leads me to feel unsafe in this residence is the dysfunctional lock of the main door of the unit. It has issues almost weekly, and while the maintenance staff has been doing everything they can to fix it, the situation further causes me stress and I live constantly in fear that outsiders might gain access to the residence or that my assistance animal will be locked inside the unit if I ever leave to do any errands. I've a record over 15 maintenance requests regarding the same door issue. Again, I do not wish for any kind of issue. I just wish them to waive the lease contract, as they unfulfilled their end, and let us move out of this community within the next month.

  Business response

  02/29/2024

  We appreciate the resident sharing their concerns with us. We sincerely apologize for the inconvenience experienced due to the noise from neighbors and issues with the electronic lock. We take these matters seriously and are committed to providing an ****************** environment for all residents. 
  We are glad that the brand-new lock is functioning properly and we have been able to resolve the maintenance concern. We have attempted to resolve the resident's noise concerns with their neighbor and would be happy to discuss further options should the resident contact us directly. Thank you, The Team at Bainbridge Mission Pointe

• Initial Complaint

  12/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bainbridge shady grove ********* owes me $325 they said that they would refund it in full, but they have not. and now they are ignoring my emails. This the point of contact there:***************************** Assistant Property Manager | Bainbridge Shady Grove ************ ************************************************************* ************************************* | www.BainbridgeShadyGrove.com Thank you,*********************

  Business response

  12/12/2023

  We prioritize addressing every concern promptly and take each matter seriously. We have taken steps to communicate to the prospect regarding the concern presented to us and provided a swift resolution to the matter.  We apologize for any confusion and want to assure we are happy to assist should they choose to contact us.
  
  

• Initial Complaint

  10/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  There is improper ventilation in the bathrooms of my apartment. Due to this, mildew has formed causing a HOLE in the bathroom ceiling, which bugs are coming out of now. I have made multiple maintenance requests, contacted the property manager several times, and even the regional manager of the property and no one seems to be taking this issue serious as it is still not fixed after 3 months. But I am still forced to pay the full rent every month, even though I am unable to use my bathroom? Ridiculous. This needs to be addressed and fixed properly.

  Business response

  10/26/2023

  We take resident concerns seriously. We cannot however comment publicly about potential or pending legal matters. However, we have attempted to resolve the residents concern and would be happy to attempt to do so should the resident contact us directly.

  Customer response

  10/27/2023

   
  Complaint: 20751026
  
  I am rejecting this response because I have reached out to the the property manager, and the regional manager several times and no one has contacted me. I also called the corporate office who sent an email to the regional manager and property manager on my behalf, and no one has contacted me. 
  
  Sincerely,
  
  *************************

  Business response

  11/06/2023

  At this time all repairs have been completed. 

  Customer response

  11/08/2023

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

• Initial Complaint

  10/18/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I lived here for a year. I moved out at the beginning of July (8th). We were told we would be sent our security deposit in the mail. It took 2 weeks for us to finally call and ask where it was, the man on the phone told me he would expedite the check and we should get it the next day. That never happened. So, when I called back the lady told me it could take up to 90 days for us to receive the check. So, we waited 90 days. 90 days ended October 6th, I called again and was told they would expedite the check again. Fast forward to today, October 18th, and we still have not received our security deposit. We have video proof from the day we turned in the keys that the apartment was in perfect condition and that everything worked. We also were told we are only getting back $180 with no explanation as to why we were not getting our full deposit back. Now every time I call the property manager is either "in a meeting" or "isn't there." I honestly don't know what to do anymore, they are clearly stealing from us. Also, if you look at their ****** reviews, there is another woman having the same exact issue as we are. Please, please help!!!

  Business response

  10/26/2023

  We take resident concerns seriously. We cannot however comment publicly about potential or pending legal matters. However, we have attempted to resolve the residents concern and would be happy to attempt to do so should the resident contact us directly. We have attempted to reach out to the resident to resolve this matter. 

  Customer response

  10/27/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, although Im still not happy with the business, I finally received my check in the mail, it wasnt for the full refund of $200 but I do not want to deal with this awful company any longer.
  
  Sincerely,
  
  *******************

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