Complaints

This profile includes complaints for Brandywine Homes Georgia, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Brandywine Homes Georgia, LLC

  3904 N Druid Hills Rd # 106 Decatur, GA 30033-3105

• 

  Brandywine Homes USA LLC

  8770 Seminole Blvd Seminole, FL 33772-3810

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:05/29/2025

  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 Friday May 23, 2025, we submitted a maintenance request to have to have the plumbing looked at in the kitchen. The vendor stated that there was a backup. He did a temporary fix, however, the sink back up with sewage over the long holiday weekend. We were unable to use the sink for or kitchen for 6 days. After countless calls and emails, the management company did nothing to rectify this disgusting issue. I had to repeatedly call and send emails. Vendors assigned would not call or show up. No one wanted to take responsibility. We spent money eating out for days due to this and the smell was unbearable. The management company did not offer any credits for the horrible issue, and I am filing a complaint to be issued a credit. Our property manager HAS NOT called or responded to the numerous emails about this dire maintenance emergency.

  Business Response

  Date: 06/05/2025

  We understand that you experienced a back-up in your kitchen sink just prior to the Memorial Day holiday weekend and it could not be repaired until after the long weekend and this caused an inconvenience to you.  We are sorry about this situation.  However, we respectfully deny the allegations that our management team failed to respond or act appropriately. Our records show that on Friday, May 23, 2025, you submitted a maintenance request regarding a plumbing issue in the kitchen. Our office was closed for the holiday weekend, but on Monday, May 26, you called our emergency maintenance line and our team promptly escalated the issue to a plumbing vendor. On Tuesday, May 27, once the office reopened, your property management team spoke with you directly via telephone to confirm that the issue had been reported to the vendor.  We followed up with the vendor to ensure the work was scheduled to be completed. On Wednesday, May 28, we followed up with you and were able to confirm that the vendor had arrived and completed the repair. The vendor reported to us that the sink backup and resulting odor was not a sewage back-up, but a back-up caused by a plastic spoon and food debris obstructing the drain line. 
  
  While we understand your frustration and sincerely regret the inconvenience, the timeline shows the issue, being a nonemergency, was addressed promptly, especially considering the holiday weekend. Given these facts and the responsive actions taken by both our management and maintenance teams, this situation does not qualify for a rent credit or concession according to our policy.  Please reach out to our office or our ************************************************************* email directly if you have further questions or concerns.  
  
  

• Initial Complaint

  Date:05/16/2025

  Type:Billing 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.

  Brandywine homes is a loan shark company. When leasing with this company youre forced to add Empower to your monthly rent which is anywhere between 30 -40 dollars per month. Brandywine Homes will not work with you on anything. The late fees are 10% of the rent. Also, youre not allowed to pay any less than whats on your account. Example: Rent $2600 plus ***** empower fee plus a late fee of $260 dollars grand total of *******. If you have anything less than this amount Brandywine will not allow you to pay anything. Maybe you have $2600 this amount is rejected. This company wants you to fail when it comes to rent in order to collect more fees. Without paying the ******* they report you to the attorney for eviction. ****** the property manager is heartless. Maybe they get commission for rejecting rent payments and making more money once reporting you to their attorneys. The only option youre given to help with rent is a company called *****. I have applied with this organization for help numerous times and never received any help. Its a big scam this company gives no explanation for not helping you, but part of your empower fee supposedly gives you options to use Esusu. Its stated Esusu doesnt go by credit score or it doesnt matter if youre employed. I have decent credit with a stable jobs and have always been denied for funds. After being denied now your hit with late fees because your waiting for an approval with Esusu which doesnt happen. Again this company scams you into paying more fees which makes it impossible to pay rent.

  Business Response

  Date: 05/21/2025

  Dear Resident,  You have raised some serious allegations in your BBB complaint and we must categorically deny all.  We are not a lender, no one is heartless, and no one here gets commission for rejecting rent payments or makes more money for referring people to eviction.  In fact, the opposite is true.  Our employees are rewarded for collecting rent payments.  However, we do have internal policies that are applied fairly and equally across the board, such as not accepting partial rent payments and only accepting certified funds under certain circumstances. In addition, the Empower Program is a required commitment for which there is ample disclosure up front.  It includes several important benefits that have a financial benefit to ************ to late fees, all fees are disclosed in your lease and are compliant with applicable laws. Brandywine Cares knows that life happens and offers two very important programs to help our residents meet their rent payments, as you noted. ESUSU and Flex. They are available, but do have their own terms and conditions.  We are not able to discuss any personal financial matters in a public forum, but would be happy to answer any questions about how our policies, protocols and available resources impact you personally in a private conversation.  Please reach out to ********************************************************************** and a senior manager will respond to you. 
  
  
  
  

  Customer Answer

  Date: 05/21/2025

   
  Complaint: 23342407
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* ***

• Initial Complaint

  Date:05/12/2025

  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.

  They have a policy that states renters are responsible for a $100 missed appointment fee however Tampa branch has repeatedly scheduled maintenance and never shows to fix scheduled repairs. Instance #1 3/4/25 broken garage door spring leaving car trapped inside. I submitted a maintenance request with pictures of the broken spring. I took a day off work to accommodate scheduled repairs and no one showed resulting in me having to take a secondary day off. Instance #2 5/12/25 electrical breakers keep going off on the second and third floors. Again I take a day off work and no one shows during AT ALL let alone their scheduled time. In both circumstances I have been unable to reach the property manager or maintenance manager. She does not respond to emails or voicemails and BRANDYWINE does nothing to rectify the issue. Property manager is ******* ******* SL3374446

  Business Response

  Date: 05/21/2025

  Thanks for reaching out to express your frustration.  We have reviewed your work order ledger and other records of ours and we do see that our vendor missed two appointments with you and that certain repairs took longer than expected.  We have provided you with a rent concession as well as the direct contact information for our Property Manager and Maintenance Team Member who can help you in the future.  We hope this resolves your frustration and makes life a bit easier at Brandywine Homes. 

• Initial Complaint

  Date:05/02/2025

  Type:Billing 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.

  Property Manager ******** ***** has 2 assistants that he allows to charge fraudulent fees to renters. I say allow because I have went directly to him about this in the last 6 months. When the staff doesn't know their own policy they lie. I have notified the *** of the fraudulent charges l, and the predatory practices they have done to force me to remain in this home, even though I have attempted to transfer the lease, the staff was unaware of how to handle it and they lied to me.

  Business Response

  Date: 05/05/2025

  Dear Ms. *************  Your complaint alleges that Brandywine Homes has charged you fraudulent fees but you don't explain more about this in your complaint. However, you have uploaded a document that shows fees for the Empower Program which we assume are the fees you believe to be fraudulent.  This charge is on your tenant ledger because you have not complied with the terms of your lease that require:  1. that you have renters ******************; and 2. that you upload proof of this insurance to our system.  Although we understand that you have told property management that you have resident liability insurance, they have indicated that they asked you to upload it to the system numerous times, but this has never been done. Because this has not been done, we have provided the insurance referenced above for you and charged you for it.  This is and always has been Brandywine Homes USA policy and you have been notified of this in writing.  No one from Brandywine Homes has lied to you or charged you fees you were not informed about.  If you would like to review this again with ********* *****, please call him.  We look forward to clearing our name in any future investigation.  

• Initial Complaint

  Date:03/24/2025

  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.

  My family and I rent from Brandywine homes. I have numerous complaints but this is the most recent and severe issue. We were withholding rent because they were not fixing the issues in the home. They sent out mold remediation and the maintenance man mixed together Decon 40, pool chlorine, super green, and another chemical creating a toxic gas and proceeded to run that through our AC unit for over an hour. My mom was rushed to the emergency room via ambulance because she could not breathe and was profusely vomiting, my toddler has chemical burns all over her body. We all were seen at the ** and put on medicine for inhaling toxic fumes. Brandywine has completely ignored what happened and are now trying to evict us after literally almost killing us. Absolutely disgusting Company. We were advised by the doctors not to return to the home due to chemical exposure Brandywine has not offered to put us in a hotel or anything we have literally been sleeping in the backyard in a tent. We want to be reimbursed ****** to move out of this nightmare of a property.

  Business Response

  Date: 04/08/2025

  Brandywine Homes USA (Brandywine) leases single-family rental housing to individuals and families using a resident-focused business model. Brandywine is committed to ensuring residents have a clean, safe, and habitable home. Brandywine maintains open lines of communication with residents, has easy-to-use systems for residents to submit timely work orders for maintenance issues, and completes repairs within appropriate time frames based on repair needs and consistent with appropriate safety standards and industry practices. We understand the need to be truthful and responsive in our resident interactions.  
  
  This resident and her family lease a single-family home from Brandywine Homes USA  and allege that the residents are withholding rent and seeking $15,000.00 in monetary compensation for allegedly suffering toxic chemical exposure due to the Landlords vendors conduct. This resident claims that she and other family members suffered alleged chemical exposure due to the actions of one of the Landlords vendors, who was sent to perform repairs to the home on March 18, 2025. March 24 was the first time we heard from a resident of this house about any injury that allegedly incurred on March 18.  Because the resident(s) are alleging that Brandywine Homes vendors created a harmful condition in their residence and they are requesting financial remuneration as a result, we have responded in a more detailed manner to them personally.  However, because they have chosen this forum within which to air their concerns, we will respond summarily to protect our reputation. 
  Brandywine Homes has been in constant written communication with one or more of the residents of this house since they placed a work order on February 17, 2025. Repair work was undertaken at the home on March 18.  

  
  Residents first filed a BBB complaint on March 24 and around that time sent us snippets of medical reports from the hospital with the Doctor's findings of chemical exposure.  Landlord as undertaken a thorough investigation of our records and spoken with the vendors who have been in and out of the residence and seen and spoken with residents during performance of recent repairs.  Our review yielded no evidence that the Landlords vendors have any culpability for any alleged injuries of the residents.  The only products used on March 18 were not toxic, were used as intended, were used in the garage of the home, were not run through the home HVAC and were reviewed by the local fire department and others and found to be appropriate in the manner used. Our vendor is a licensed and insured vendor with no record of performing work outside of industry standards.
  
  Importantly, our review yielded a statement by our vendor that he and others smelled a strong odor of bleach in the home during other visits to perform repairs. At least one vendor observed a resident using bleach and Zinzor, a Kilz-like product, and a mold removal product, at the same time, to clean under the kitchen sink. It is reasonable to believe that the combined use of these products in an enclosed area or in close proximity to the resident may have caused an adverse reaction.     
  As to the issue of withholding rent, resident had previously been advised that if they intended to do this the proper procedure is to place funds with the Court.  To date, we have not been notified that this has happened.  

  To be clear, Landlord has now seen the medical records posted here and understands that these records support a conclusion of chemical exposure.  However, given the circumstances explained above, Landlord asserts that neither they nor their vendor caused any such alleged harm to the residents.  
  
  We wish the residents good health.

• Initial Complaint

  Date:12/06/2024

  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.

  24-hour emergency maintenance is non-existent. I have left numerous maintenance requests and emails to my property manager . I continue to be put on hold and sent to voicemail . This is a huge safety concern and a fire hazard regarding a faulty Arc breaker that continues to trip. There is nothing plugged in all devices have been unplugged and it still continues to trip I have no access to the internet that I paid for through **** because of nessa. One of my TVs are fried. This is a fire hazard and a huge safety concern yet Brandywine homes has not contacted me and done anything about it it has been over 24 hours now. I just paid rent full month and my air conditioning was broken last month it quit working the **** guy came out and said that it was frozen up and he couldn't do anything but let it end all he been asked me if I had a wet dry back I didn't come with his own I went to my storage and got one when I got back with it he was gone and left the job to be completed buy my ex-husband. This is unacceptable and I breach of our lease agreement terms and the due diligence that is supposed to be upheld by the landlord. My son just returned from active duty deployment and scra protections have been invoked.

  Business Response

  Date: 12/17/2024

  Dear Resident:

  We appreciate your feedback and the opportunity to address your concerns. Please note that Brandywine Homes USA provides residents 24 hour access to an online portal through which all maintenance matters should be reported, including emergency maintenance. In addition, Brandywine Homes USA complies with all applicable laws and regulations, including SCRA.
  
  As to your specific maintenance issues, below is a summary of the actions taken regarding the issues raised in your complaint:

  
  Electrical Issue
  On December 6th, you reported an issue with your GCFI breaker repeatedly tripping, which you indicated was a fire hazard. Please note that a tripping GCFI breaker is designed to protect against electrical hazards by interrupting the circuit when irregularities are detected. This functionality ensures safety rather than presenting a hazard.

  
  Since the work order was received, both our team and our vendor have made multiple attempts to schedule the necessary repairs. Unfortunately, we encountered challenges in communication, including calls being disconnected and the use of profanity directed toward our staff and vendors. Despite these obstacles, we successfully scheduled the repair for December 10th with Homestar, who verified that all GCFI's and outlets were working properly. 

  
  HVAC Repair
  Filters were changed at this home 6/2024 by our HVAC vendor. Your move in date was July 2024. You received a filter delivery on 9/5/2024 which prompts a change in your filter each quarter at least. A work order was submitted on November 8th regarding your HVAC unit not functioning. On November 10th, our vendor, *************, assessed the system and determined that the unit was frozen due to a lack of regular maintenance, specifically the filter not being replaced. The vendor explained that the unit would need to thaw before resuming proper operation and advised replacing the filter to prevent future issues. With multiple pets in the home, it is advised to replace the filter more frequently than otherwise recommended.

  
  Our team is committed to providing responsive and effective service. While we aim to resolve issues as promptly as possible, we rely on open communication and cooperation to ensure timely resolutions. If further issues arise, please do not hesitate to contact us directly so that we can continue to assist you. If you continue to believe that there is a need to escalate any matter within Brandywine Homes ***, please send your concerns to **************************************************************************************************************.
  Thank you for bringing this matter to our attention.

  Sincerely,

  Brandywine Homes USA

  Customer Answer

  Date: 04/18/2025

  THERE ARE serious concerns and dissatisfaction regarding the ongoing and unresolved issues we have experienced and been forced to endure since our tenancy began at ************************************* and to notify and inform the upper-level executives at Brandywine Homes USA about the unprofessional conduct and egregious acts and practices being perpetrated by members of their staff, including, fraudulent maintenance claims, falsification of records and accounting ledgers, potential breach of contract and repeated violations for failing to comply with mandated SCRA and state laws; causing substantial injurious harm to us and impacting all other military tenants and renters facining similar issues. GENERAL ACCOUNTING LEDGER DISCREPENCIES: 1.LATE FEE ENTRY WAS BACKDATED AND ENTERED RETROACTIVELY 2.CTRL #'S MISMATCHED PREVENTING ACCURATE AUDITING AND TRACING OF TRANSACTIONS 3. LOCKED OUT OF PORTAL SO WE CANNOT RE-SUBMIT OUR RENT PAYMENT. 4. WE HAVE PAID $30/MONTH FOR SMART HOME DEVICES THAT HAVE NEVER WORKED AND DESPITE RELAYING THIS TO OFFICE ON NUMEROUS OCCASSIONS, OUR LAST ATTEMPT TO RESOLVE WAS A MAINTENANCE REQUEST ONLINE WHICH WAS CANCELED BY STAFF W/OUT ANY ACKNOLGEMENT OR ATTEMPT TO FIX. 5. OF 19 MAINTENANCE REQUESTS DURING OUR TENANCY, 11 WERE CANCELED WITHOUT OUR KNOWLEDGE AND NO ATTEMPT WAS MADE TO RESOLVE OR REPAIR. RENT MONEY IS STILL IN ACCOUNT AND MY BANK DOESN'T SHOW AS RETURNED BUT $300 ADDITIONAL BALANCE OWED. LANDLORD HOLD WILL NOT WAIVE FEES OR UNLOCK PORTAL TRYING TO MAKE US DROP RENT OFF AT THEIR OFFICE WITH CERTIFIED FUNS, WHICH IS 45 MINUTE DRIVE EACH WAY AND THEY ARE NOT OPEN ON WEEKENDS.

  Business Response

  Date: 05/05/2025

  We are very sorry for the delay in responding here.  In reviewing your work order placed on Dec. 6, we see that you were able to follow up with a Brandywine Homes representative at 10:13 PM on Dec.9.  Following this, a repair was made to the electrical system, in particular, to a breaker that controlled electricity to the kitchen, on Dec. 13.  As to the ***** you placed a work order for repair on March 15, 2025.  We have pictures showing the vendor using what looks to be a wet vac as he cleaned the water from the affected area.  The **** was then temporarily fixed while the vendor ordered a part.  When the vendor left, the **** was working.  We have a record of trying to reach you on March 17.  We were able to talk to you on March 18 and our vendor scheduled the repair with you on March 21.  At this time, the temporay fix was implemented.  The evaporator coil came in after this and was installed on April 4.  We are unclear as to what you are seeking damages and reimbursement for, but would open to a conversation where you provide greater detail and receipts, as appropriate.  Today, our VP of Operations called you and left a message.  Please return his call.

  Customer Answer

  Date: 05/07/2025

   
  Complaint: 22648927
  
  I am rejecting this response because:

  In Georgia, landlords are legally required to maintain rental properties in a habitable condition, which includes ensuring that essential utilities like electricity are functioning properly. When your electricity goes out due to an arc fault breaker tripping, this creates a situation that potentially affects the habitability of your home.
  Under Georgia law, landlords must ensure that rental properties remain safe and habitable, which includes maintaining essential utilities like electricity24. The recently enacted "Safe at Home Act" (effective July 2024) specifically requires landlords to ensure all essential services and utilities are functioning, including electrical systems3.

  Repair timelines generally depend on the severity of the issue:
  Emergency repairs (affecting health, safety, or habitability) typically require response within ***** hours15.
  Non-emergency repairs generally allow 7-30 days for resolution15.
  A complete loss of electricity would typically be considered an emergency repair, especially during winter months when heating may be affected. While Georgia law doesn't specify exact timeframes for repairs, it requires landlords to respond within a "reasonable time"412.

  Having no electricity from December 6 to December 10, 2025 (4 days) could be considered unreasonable, particularly if:
  -The outage affects heating during winter
  -You have medical equipment requiring electricity
  -Food spoilage occurs
  -The property becomes uninhabitable

  Given that electricity is considered an essential utility and its absence makes a property potentially uninhabitable, a 4-day wait for repairs could be considered unreasonable, particularly if alternative solutions (like temporary fixes) aren't offered. The landlord's responsibility is to ensure the property remains habitable, which includes functioning electrical systems

  Also, if reference to the wet-vac, the HVAC person sent out by Brandywine Homes, did not have the proper tools needed to address the problem and asked if we owned a wet vac.  I went to storage to retrieve the tools for the vendor.  THIS IS UNACCEPTABLE.  WE PAID OUR ELECTRIC BILL, YET WE WERE LEFT FOR DAYS WITHOUT ANY ELECTRICITY BECAUSE OUR LANDLORD/PROPERTY MANAGER FAILED TO FIX THE ISSUE WITHIN A REASONABLE TIME FRAME!!  RENT SHOULD BE PRORATED FOR THE 4 DAYS OUR HOME WAS UNIHABITABLE DURING THE WINTER.  FILTER HAS ALWAYS BEEN REPLACED BY US, HOWEVER, BOILING POINT DID NOT REPLACE ANY FILTER WHEN HE REMOVED THE CURRENT ONE (UNBEKNOWNST TO **) CAUSING MORE SAFETY AND HABITABILITY ISSUES!!!!!!!!

  THERE ARE MULTIPLE OTHER ISSUES CITED IN THIS COMPLAINT THAT CONTINUE TO GO UNADDRESSED BY BRANYWINE HOMES.  THE ISSUES FILED IN THE APRIL 18, 2025 COMPLAINT NEED TO BE ADDRESSED IMMEDIATELY!

  Sincerely,
  
  ******* & ******** *******

  Business Response

  Date: 05/12/2025

  
  Thank you for your email and for providing the supporting documentation regarding your concerns.

  
  Below is a detailed response to the new allegations you have raised here and by email.  Please note that we have already addressed the electrical and HVAC issue and do not see any new information that supports your claims.  Our records are comprehensive and include vendor notes and pictures and we do not have any documentation to support your allegations.  

  
  As to your allegation that you do not have the insurance coverage you signed up for, we have researched this and found that you were referencing a sample declaration page only.  Your declaration page does show that you were indeed covered for the duration of time you were enrolled by us in the *********************** program.
  We have also received your **** policy approval. Beginning June 1, 2025, your Resident Benefit Package fee will be reduced from $39.95 to $25.00 per month. This reduced rate will continue until your next lease renewal term. At that time, should you choose to renew, you will need to upload your updated declaration page to Second Nature.
  Regarding the ********** services, our records show that a rent concession was already provided for July and August 2024 to account for the period in which the ********** system was not installed. We did not receive further communication or work order requests regarding issues with the ********** functionality until March 21, 2025. Shortly thereafter, our team attempted to schedule a service appointment on four occasions over the span of three days but did not receive a response from, you, and the work order was consequently canceled. You were notified of this by email dated March 24, at 3:28 PM.

  
  A check of the system last week shows that the system appears to have been functional prior to April 11, 2025.  At that time, it appears that the ********** hub at your property was either disconnected or became nonfunctional. To address this, we ask that you submit a new work order so we can schedule a technician to assess and resolve the issue.
  With regard to your concerns about canceled maintenance requests, please note that all maintenance requests related to landlord responsibilities and essential repairs have been addressed in a timely manner. Work orders that were canceled typically pertain to cosmetic issues, resident-responsible items, or items managed by the **** If you have not opted into communication through our resident portal, you may not have received text or email messages explaining why certain work orders were closed. We encourage you to opt in to email and text communications to ensure that you stay informed moving forward.

  
  Concerning your comments on accounting accuracy, our ledger reflects correct and transparent entries. The system automatically applies charges such as late fees and NSF fees based on triggered events. Payments, credits, and billbacks are manually posted based on the date of receipt, and we do not alter ledger records beyond this.
  Based on the above, we are rejecting your request for a further financial concession. 

  Should you have any further questions, feel free to reach out to our team. We appreciate your cooperation and your attention to these matters.

  Customer Answer

  Date: 05/13/2025

   
  Complaint: 22648927
  
  I am rejecting this response because:
  No solution was offered to remedy the problems.
  Sincerely,
  
  ******* & ******** *******

• Initial Complaint

  Date:08/11/2024

  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 moved into the home in July 2024. Since moving into the home there has been issue after issue with this property which was not presented in the advertisement for the home. It was advertised to have central **, garage, fenced yard, etc. My complaint is about the ** not working. In the middle of the summer the ** has gone out 3 times already in less than a month. The first time, they "fixed" it I had to leave right after for a week on a work trip. When I came back I realized my house is super hot and the ** is broken. I submit a work order on the website and call in to the call center on Friday. I'm told someone will be out there that day from a 3rd party company and to call them to get an ETA. I call the company and they tell me they can't come until Saturday. Then Saturday comes around I call for an ETA and they say between 2-3, needless to say they never came. I tried to reach them again that day around 5 and they just ignored my calls and texts. I then get a text from them on Sunday saying they would be there in ***** minutes, they arrived 4 hours later. They "fixed" the ** to work for another couple days and here we are with a broken ** again. I put in the work order and email to be told they would dispatch the same company and someone will be in touch with me but I can reach out to them also. I call this ** company and leave a VM because now they just don't answer my calls. At this point, brandywine has committed the illegal sales tactic of bait and switch. The listed this property for rent showing it had certain features which is what made me want to go with the property and once the lease was signed, none of those features are actually working ie **, smart home feature, hot water in the kitchen and other issues. Now because I have brought these issues for the attention of several people in the company I feel like I am being retaliated against and the issues are not being addressed in a timely manner. A home, in the summer with no ** and 100 degrees = unsafe.

  Business Response

  Date: 08/22/2024

  Thanks for raising your concern about the **** in your home with us.  We've reviewed your work order history and found that there were 3 separate and unrelated issues with the unit as of the time of your submission and a 4th since then.  Since this is definitely not common, we reviewed the history of your **** system including prior to your move in and found that there were no **** work orders placed for the prior 2 years.  In reviewing your specific history, we see that all work orders except one were handled promptly.  For the one that was not, we believe we could have done better and will most definitely try in the future. As of today, we have confirmed that your **** has been repaired and is working correctly.  Nevertheless, please expect a call from our VP of National Property Operations to further discuss the situation.  
  

   

  
  

• Initial Complaint

  Date:07/19/2024

  Type:Billing 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.

  This agency either completely lies about their information, or does not use a reliable credit score check website. For example, I have a credit Karma account which consistently tracks my ************ Equifax, and Experian credit scores. My lowest score out of all of them is a 628 but this organization reported my score and accurately as a 615. This clearly indicates that either they are lying just to collect application fees, or are using an inaccurate, credit reporting website. This website deserves to be banned, does not deserve to own property that leases to individuals, and is exactly whats wrong with the ************************. I want this company completely banned because they are taking advantage of individuals that are trying to climb the social economical ladder.

  Business Response

  Date: 08/02/2024

  We have looked into this.  Please contact the leasing agent you were working with again to review the facts of your application.  Given what you are stating, we think that there may have been a misunderstanding about your application as different criteria applies to the different types of applications, e.g., financially responsible party vs. guarantor.

• Initial Complaint

  Date:06/24/2024

  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 moved into a Brandywine home on April 19 2024. It is now June 24 2024 and I have not had constant A/C since I have moved in. I have put in over 5 different work orders trying to resolve this issue and instead of fixing it Brandywine homes makes it work again for a couple of day then its out once again. The temperatures inside my home is the same as outside which is over 90 degrees. When I call to see whats going on they say someone is on it or that they will let maintenance know. The ** is now leaking vast amounts of water into the yard which has raised my water bill to over *************************************** along about when it will be fixed.

  Business Response

  Date: 07/02/2024

  Dear Resident,

  Unfortunately, there were multiple issues wrong with the **** system and, after attempts to repair the system, it became obvious that replacement of major equipment was needed which required permitting.  It also appears that at all times one of the two **** systems in your home was operational.  Nevertheless we understand that this was an inconvenience.  Your Property Manager will be in touch to discuss the situation further.  We want you to be comfortable and happy in your Brandywine home.  Hopefully, there are no further maintenance issues in your home, but if there are, we hope to meet/exceed your expectations.

  Brandywine Homes ***
  
  

• Initial Complaint

  Date:01/17/2024

  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.

  I have been going back and forth with Brandywines Homes *** for an entire year, regarding an incorrect balance on my account that they have REFUSED to Correctly investigate and or resolve. I have talked to ******************* ************************* and Senior Property Manager *****************************. I have tried countless times to resolve this concern by sending emails ,calling and yet has still going unresolved. I had recently paid my rent for ******* only to be sent an email stating my funds will be returned till I pay a BOGUS amount of incorrect charges, and that they will be filing eviction next month. BRANDYWINES HOMES *** company is beyond negligent in their bookkeeping and from my experience fail to accept accountability of their companies faulty system, and in return they would rather their faithful on time rent paying tenants suffer. This situation has caused me so much MENTAL ANGUISH, that at this point I want to be done with this lease, and this company. THE DECISION TO RENT FROM THIS COMPANY HAS BEEN THE WORSE DECISION I HAVE EVER MADE IN MY LIFE AND I TOTALLY REGRET IT. I would warn any future tenants what they are truly in for in dealing with such a fraud negligent company and it's Property Managers. They also Upon leaving from one place Mark up prices on property maintenance that it's like 3 or 4 times the amount you would pay in a store if brought yourself , that you want get your deposits back. I have received my refund deposit check back only to be penalized for again their mistake and has become the tenants responsibility to fix their Mishaps. BRANDYWINES HOME *** IS NOT ACCOUNTABLE , WILL TAKE YOUR FUNDS AND MIS APPLY IT, NOT RESPOND TO EMAILS NOR CALL TENANTS TO RESOLVE , BUT SEND THREATENING EVICTION NOTICE AND DEMAND STATEMENTS THAT TENANTS DO NOT DESERVE. THEY THRIVE ON MENTALLY HURTING THEIR TENANTS. SPEAKING FROM A TRUE HORRIBLE EXPERIENCE.

  Business Response

  Date: 01/24/2024

  We're sorry you felt you needed to resort to filing a BBB claim about this matter.  We researched this matter previously and did so again upon hearing from you through the BBB.  We have documentation of a conversation you had with ***************************** on July 12, 2023 where he explained in detail how you came to have a balance on your account.  Our understanding then, which continues, is that you made a payment for "move in funds to an account associated with the Brandywine Homes' home you had lived in previously, instead of the new one you were moving into.  We returned the funds that you paid to the wrong account to you leaving a balance on the home you moved into.  It's as simple as that. You intended to pay the money, but sent it to the wrong account.  We gave it back, but you never paid the money on the right account.  We have a ledger on each home to show you that this is the case.  As to your other concerns about overcharging on maintenance, etc., we are unsure of what specifically you are referring to, but we stand by our vendors and our pricing.  For small matters, under $100, Brandywine Homes would very much like our residents to take the initiative and make the repair.  In fact, the lease requires this.  As to your allegations of fraud, mistakes, faulty systems,  we take issue with all of that and believe that our ledgers are entirely correct and our statements here are the actual facts.  We certainly recognize that we aren't always in the right, but in this case we have done our research and believe that the above is an accurate statement. If you'd like to speak with someone more senior than **************, please let us know and we will have a team member contact you to review this situation with you, again.  You may email us with this request at *******@brandywinehomesusa.  Thanks for reaching out and giving us the opportunity to research this again and reply.
  
  

  Customer Answer

  Date: 01/25/2024

   
  Complaint: 21157547
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Business Response

  Date: 02/01/2024

  We would be happy to review this with you one more time, but after several reviews we continue to see a things differently than you.  Please call the ******* office or reach out to ********* and he will pull in a Supervisor to review the matter with you.

  Customer Answer

  Date: 02/02/2024

   
  Complaint: 21157547
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************