ComplaintsforThe Bainbridge Companies, LLC

• Initial Complaint

  07/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We moved in to ****************** a Bainbridge property in ******** in May 2022. There renovated unit is false advertisement. We have an infant. The property has two decaying trees that is in direct line with our townhome. One decaying tree is in the back. The branches sit over my infant sons room. Weve requested the trees be removed because it is being eaten by termites. We witnessed a branch fall on a neighbors car on July 4th. The tree still remains. I have to go in person to speak to anyone in the office because they never answer the phone. I reached out to the regional office, same thing. The local office continues to tell me they are waiting on corporate. Additionally, we were lied to about the renovation of this townhome. We were told they are finishing all the basements and ours would be soon, because we have a renovated unit. The only thing new is light fixtures, appliances and cabinets. We are paying for a renovated unit. Our unit is not completely renovated the bathroom still has the original tile and the bathroom shower door is the original one. It is also molded. We were told it would be taken care of. Lastly, our floor is rotting from water damage. Rain was seeping into our apartment from the patio. They hired a contractor that did not do a good job. He did not pull up the vinyl floor to fix the floorboard. Instead, he sanded the floor board from below and installed a piece of plywood. The floor wasnt reinforced. It isnt safe.

  Business response

  08/15/2022

  August 11, 2022
  
  To whom it may concern,
  
  In evaluating ************************** complaint, we have discovered the following facts:
  ******************** rented an apartment with us on April 21, 2022.The apartment she rented was a non-renovated apartment home with no finished basement. On April 25, 2022, ******************** changed apartment homes to unit 550 which is a renovated apartment with no finished basement. Our renovation does not include basements, nor does it include the removal of flooring or shower doors in the apartment homes. The apartment does have new appliances, light fixtures, and appliances.
  ******************** reported the tree issue to the office, and we have our landscape company scheduled to remove the tree on August 19, 2022,estimated completion date August 22, 2022.
  The flooring issue was reported in June and completed by an outside contractor and reinforced.   
  We will not be able to comply with Ms. ********* request to finish the basement nor compensate her for having her own contractor do any work in our apartment home. All work must be approved and completed by our contractors. We can not allow for any type of rental concession.
  Thank you,
  

• Initial Complaint

  07/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We applied for an apt for $1702 and got sucker into paying $1950 since the original apt was not ready and has so many unlivable conditions. While we unloaded things off the truck and started putting things into the correct room. We noticed the carpet was covered in fleas. There were small German roaches in the kitchen cabinets, bathrooms, and all four bedrooms. The master bathroom cabinet was completely dry rotted and soaking wet; to the point we couldnt even put our things there. The front door, the side base board of the wood is not secured, one good kick and the whole door is coming down. The windows and all the blinds were beyond dirty and covered in thick dust. The kitchen and bathroom cabinets have no smooth surface due to the painters literally painting over dirt. The balcony was covered in wet grim, bugs, and spider webs. It looks like it has NEVER been cleaned. The kitchen sink has a giant hole that was covered with tape that came down. We are beyond terrified to open those cabinets because the hole is big enough for any animal to come out of it. The backyard is covered in bags and bags of nothing but trash, literally trash bags. We are beyond appalled from the way we were treated and then to pay $1950 for a unit that the damage is much more than cosmetic, rather an underlying issue. Per ********************** this was a newly renovated apartment. A newly renovated apartment?? Yet we had to invest time and money at ********** to purchase extermination products to control the ***** and flea infestation. This apartment is not in the standings to be rented. In the short time (3days) I have been here, I have confirmed that your maintenance team appears to patch the flaws and performs a horrible job at doing so. My family is beyond mortified and do not wish for anyone to experience what we are currently going through.

  Business response

  07/25/2022

  I personally met with Mr. and ***************** regarding their concerns.  We have worked out a resolution that is satisfactory to all parties.

  Customer response

  07/26/2022

   
  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

  05/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was denied housing from this company, due to a criminal history that is over 10 years old. The property is suppose to review these cases on a case by case basis. They are Supps to look at the whold picture and not have a blanket policy to deny all people with a background

  Business response

  06/01/2022

  This complaint was due to the timing of an application screening for housing. At the time of application, the screening showed an issue declining the application. After completing a dispute with the 3rd party screening and an investigation from them into the matter, the screening was overturned to show approved. The applicant has since become a resident at The Beacon. Unfortunately, with any screenings and disputes, it simply takes time to investigate the issue and make a clarification/correction if necessary.

• Initial Complaint

  05/12/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I havent been able to get a hold of *********************** or ************************* regarding the issue Im having. I was originally living at Wildgrass before the purchase by **** bridge and upon your purchase I was informed that my lease was month to month. I still have the photo of the letter stating this was the case as well. I then went to secure a unit at Novel midtown which I was approved for with minimum deposit $250. I was then told my lease information was found and that in order for me to leave I would have to transfer but that would Involve more fees than expected. I then pulled out of novel midtown and was refunded all fees that were paid. I then spoke with the regional manager that was there facilitating the new staff movements and the manager from novel midtown was in attendance as well regarding me departing the property and was told I could leave due to the mishap that was ongoing and the issues that were happening when the purchase was made and the lease term fee would be waived. All I would need to pay would be the clean up fees which I am 100% ok with. I then got a call from a collections agency stating I owed $1400 and that it was reported as an eviction on my credit. $969 were for clean up fees and another $500 for alarm at the clubhouse. I was told by the manager that was there from novel that if I was to stay at the clubhouse past 10pm I would be fine and nothing should come from that. Next I then got an alert showing the prices jumped to $6300 which added a lease term fee and tripled all clean up fees on my credit. I contacted collections agency to dispute said charges. The charges then fell to $4400 which it stands to this day which includes cleaning fees, alarm fee, and lease term fee. Ive been trying to handle this and stated multiple time that I would cover any cleaning fees that are owed but the rest of this would need to be taken off and eviction deleted from my credit because that is false information and has been a huge hit to my life.

  Business response

  05/20/2022

  We appreciate the opportunity to resolve the issue(s) with the valued consumer.  After several most recent conversations, we are working very diligently to address, correct and resolve any and all issues and concerns outlined in the compliant.  At this time, management is working closely with our local attorney reviewing any and all written communication between the on-site management team and the consumer, final account statements, photos of the condition of the apartment, as well as executed lease documents.  If at any point we have identified any error(s) on our end pertaining to final account charges, we will immediately take action to correct the error(s) and communicate this with the consumer.  Our goal is to address and satisfy the issues outlined.  Regarding the eviction filing reporting to the consumers credit report, our records indicate that Wildgrass management has never filed a dispossessory warrant and/or an eviction during the course of ownership of Wildgrass Apartments.
  
  We look forward to a successful resolution to the consumers issues outlined in the BBB compliant and will do so in good faith.

• Initial Complaint

  04/26/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  The company doesn't pay back tenants deposits for over 70 days, and they only provide excuses such as "the check was set" or we are "rewriting the check". I believe at this point they are breaking the *********** laws set for amount of time allowed for Deposit check return!

  Business response

  05/03/2022

  At this time, a check has been reissued as of 4/19/2022 and sent to the former resident once we were notified that the initial check had not been received.  We have reached out to the former resident to confirm if it has been received and pending confirmation. 

• Initial Complaint

  03/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Would give 0 if I could. Sent them all the information requested for workforce no one even bothered to call or email me back to confirm they received it. Today I heard back and instead of the entire previous 12 months of income given to them with my W2 they decided my gross annual income was going to be based off of the TWO months out of the year that I made the most money (which is vastly different from my average) and told me it would be almost $2,000 a month for a ONE bedroom for workforce when my friend lives there makes more than me (gross per year) and pays $1300. They are fraudulent go somewhere else for workforce they are greedy and fraudulent and go against the very reason workforce exists which is to help those who can’t afford $1700-$2000 a month for a ONE BEDROOM

  Business response

  03/11/2022

  The workforce housing rents are based on the Florida Housing Finance Corporation Multi-Family Rental Figures, adjusted for the number of bedrooms. The community shall qualify the income eligibility of all workforce housing applicants based on the standard used by Palm Beach County Department of Economic Sustainability. Tenants must provide all income documentation deemed necessary by the community to ensure the tenant is qualified to occupy an assigned workforce housing unit. 

  Customer response

  03/14/2022

  
  Complaint: 16827487
  
  I am rejecting this response because:
  It wasn’t a response. They are frauds. The guidelines they are supposed to follow based off your income is not being followed. They also are using whatever month you made the most and that month alone to come up with your income. I just did my taxes and made $48000 last year but somehow they have me in the $90,000-$100,000 bracket for what they tried to charge me for rent. FRAUDS and I am already pursuing them through the city and state as well. 
  Sincerely,
  
  ******** ******

  Business response

  03/23/2022

  We have followed the required income verification according to the workforce housing regulations. The rents are based on the Florida Housing Finance Corporation Multi-Family Rental Figures, adjusted for the number of bedrooms. The community shall qualify the income eligibility of all workforce housing applicants based on the standard used by Palm Beach County Department of Economic Sustainability. Tenants must provide all income documentation deemed necessary by the community to ensure the tenant is qualified to occupy an assigned workforce housing unit. 

• Initial Complaint

  09/13/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I moved out of Bainbridge at Westshore Marina on July 11th, 2021 and have not received my security deposit back 63 something days later. I provided the leasing office with my forwarding address in person and filled out a form with one of the leasing agents before the lease end. They sent the $1,400 something dollars to my old apartment there knowing I no longer live there. I have visited the office, made multiple calls and so has the other leaseholders. They are not withholding any money from the deposit as the apartment was left in great condition. So they're essentially stealing $1,400 from myself and the other lease holders.

  Business response

  09/27/2021

  Business Response /* (1000, 5, 2021/09/14) */ Ms. ******, We would like to thank you for your patience regarding your Security Deposit refund. Per our conversation, your original refund was sent out on August 11th. Unfortunately, it was sent to the incorrect address. As mentioned, this has been corrected in our system and our accounting team has re-issued your refund and the check has been sent. Check ***** in the amount of $1470.76. Sincerely, ******** *******

• Initial Complaint

  09/12/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The manager ******* ******* keeps on making excuses about returning my Security deposit of $1,139.36. I broke my lease because I was living in a moderately priced studio. I wanted a moderately priced one bedroom. There were none available in Bainbridge. The first excuse she told me was there was a mix up. I have been paying my rent for 61/2 years and all of a sudden there is a mixup. I paid the penalty for breaking my lease. She keeps on saying that the check is coming. The manager ******* has been saying this in e-mails for the last 43 days. Maryland law says that a rental deposit must be paid within 45 days. I just want my deposit of $1,139.36. I paid my rental faithfully for 6-1;2 years and the penalty for breaking my lease. I want my security deposit. Bainbridge took my rent money they need to return the security deposit. Bainbridge has plenty of money they own apartments all over the United States. I just want my security deposit of $1,139.36. Thank you

  Business response

  09/28/2021

  Business Response /* (1000, 6, 2021/09/17) */ The refund check #**** for the full amount of the depost was processed on September 2nd. The claimant was notified via phone call, email and in person that the check was on its way. She currently has received the payment.

• Initial Complaint

  09/09/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was a resident at this company's Bainbridge at Westshore Marina complex from March 2020 to April 31, 2021. I lived in apartment ****. Their company policy is to refund the deposit 30 days after move out. I was supposed to receive the deposit on May 31, 2021. To date, I have still not received this deposit. I made the prior property manager, ********* ***** aware of this issue via email on June 15, 2021 and she informed me that the check was sent out, but I never received it, so the check had to be voided and reissued. I attempted to contact ********* and the complex over the next two months via phone and email in hopes of solving this problem. On August 3, 2021, I was informed by the new property manager, ******** ******** via email that the deposit would be processed that week. Since that initial contact with her, I have had a difficult time receiving updates as to the status of the check. I need my deposit back.

  Business response

  09/27/2021

  Business Response /* (1000, 5, 2021/09/13) */ Ms. ******, We would like to thank you for your patience regarding your Security Deposit refund. Per our conversation, your original refund was sent out on August 11th. Unfortunately, it was sent to the incorrect address. As mentioned, this has been corrected in our system and our accounting team is working to re-issue your refund and it should arrive no later than September 17th. Once I have a tracking number , I will send over for your records. Sincerely, ******** ******* Consumer Response /* (3000, 7, 2021/09/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) Per our email conversation, which I have uploaded to the original complaint, you never informed me that a check was sent out on August 11th, 2021. In fact, if you review the emails, you would see that you responded to me on August 13th, 2021, stating that "a check will be cut next week". You are correct in that the original deposit check was lost in the mail, however, that was over 90 days ago as you stipulated in your email from August 16, 2021. I think it would be helpful for you if you reviewed the 22 emails that were sent back and forth between me and your office. Regardless of your lies, I look forward to receiving that tracking number and hope that you remembered to have the check sent to your Bainbridge at Westshore office directly so we can pick it up in person. Business Response /* (4000, 9, 2021/09/14) */ Ms. ******, We would like to thank you for your patience regarding your Security Deposit refund. Per our conversation, your original refund was sent out on August 11th. Unfortunately, it was sent to the incorrect address. As mentioned, this has been corrected in our system and our accounting team has re-issued your refund and will arrive tomorrow , Wednesday, September 15, 2021. The Fed Ex tracking number is XXXXXXXXXXXX Sincerely, ******** *******

• Initial Complaint

  08/31/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I rented an apartment at Mosaic at Largo. When I vacated the apartment my deposit was $30 less that what it should have been. When I reached out to the property they acknowledged their error and stated I'd receive a check in 30 days. It's been 4 months and my calls and emails go unanswered.

  Business response

  09/24/2021

  Business Response /* (1000, 5, 2021/09/10) */ Contact Name and Title: **** ****** Corporate Contact Phone: XXX-XXX-XXXX ***** Contact Email: *******@bainbridgere.com Thank you for reaching out to us, and we apologize for the delay in an additional refund to you. This property changed management companies around the time that you had been in contact with the team about the refund. In order to get you the refund expeditiously, please contact us directly (direct contact information will be included in this response) so that we may confirm your address for delivery. We are here to help, and we look forward to resolving this matter as soon as possible. Thank you again.

*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. ↩