ComplaintsforBay Property Management Group

• Initial Complaint

  07/25/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Bay Property Management Philadelphia managed my property for 5 years. After my long time tenant left, they found a new tenant. The house needed some cleaning, landscaping and minor maintenance. My property manager Olga provided a quote from a company called ********. Update or touch-up Paint: $900.00 Includes: windows sills, floorboards, closes, removal stickers, wall outlet cover repair. Deep Cleaning: $490 Landscaping: $750.00 Includes: Clean front yard, back yard and Trimming of the tree branches. Back yard Fence Door need to be repair $250.00 Total: 2,390.00 The majority of this work was not done. Minimal painting occurred and did not include window sills or floorboards as specified on the quote. One sticker was removed and one outlet cover was installed. The Deep cleaning they performed did not include the pantry, windows, floorboards, trim, or cobwebs. The only work I found evidence of was leftover soap residue from mopping. The only landscaping performed was mowing the grass and cutting a few small branches. They did not edge, blow, mulch, weed, or clean any of the gardens even though it was specified in the quote. They installed a gate lock on the outside of the gate which did nothing. The lock moved with the gate when opened. This damaged the gate because it now has to be repaired by removing the ineffective lock and drill holes fixed. After 4 months of arguing with Bay Property Management, they paid the vendor $1500 without my authorization and refuse to issue any refunds. I have started termination of my contract and plan to move to another property management company. They owe me $1500 because I never authorized payment to ******** since they did not fulfill the job requirements from their own estimate.

  Business response

  07/29/2024

  We deeply regret any inconvenience that the consumer has experienced with the recent services performed on the property.

  Initially, the contractor hired to complete the job quoted a total of $2,390.00 for a full-service turnover. However, the job performed did not meet expectations as part of the quoted scope was left incomplete.
  
  Our team understands the importance of addressing these issues promptly to ensure a seamless and smooth move-in experience for the new residents. The contractor was contacted and notified about the missing items, and immediate action was taken to complete the pending work. This also included a discount, reducing the original quoted amount to $1,500.00.
  
  After this, the job was fully completed, and no further issues have been reported by the current tenants. We are committed to providing transparency, permanent solutions and, as a property management company, our team strives to maintain high-quality communication and repair services.
  
  Your understanding and patience are greatly appreciated as we continue to improve our services.
  
  Sincerely,
  
  Bay Property Management Group LLC

  Customer response

  07/29/2024

  
  I am rejecting this response because: 

  The work was never fully completed. I explained in detail several times over the past 4 months all of the items left incomplete. Bay Management told me several times they understood and agreed but never did anything about it. They promised me they would not pay the quote until I was satisfied but even after telling them a dozen times I was unsatisfied, they paid the invoice with my money anyway.

   

  i requested a detailed invoice of the work completed which they could not provide. I asked for the business license and proof of insurance of ******** which was also never supplied. 
  
  Sincerely,
  
  *** ****

  Business response

  07/31/2024

  We deeply regret any inconvenience experienced regarding the recent turnover work at this property.
  
  Transparency is the most important aspect to our team, and we strive to deliver top-quality services to all our customers. Upon receiving feedback from the owner, we took immediate action to address the issues, understanding the urgency to complete the work as approved in the initial quote.
  
  Our team has made every effort to address the owner’s concerns and negotiate with the vendor to reach a fair resolution. We provided evidence of the work completed after the work recall and successfully negotiated a significant price reduction on the final invoice. Although we attempted to secure a further reduction, it was not possible.
  
  As previously stated, the current tenants have not reported any complaints regarding the quality and state of the property. Additionally, we have attached emails where the contractor’s quote was approved by the owner, and the required amount was added to our portal before we had the vendor proceed with the work
  
  We are committed to improving our services to prevent similar issues in the future. We appreciate your understanding and patience as we work towards resolving this matter.
  
  Sincerely,

  Bay Property Management Group LLC.

  Customer response

  07/31/2024

  
  I am rejecting this response because:

   

  Again, there was no proof the work was completed. I stated several details from the quote that were not done. The floorboards were not painted as listed in the quote and the closets were not painted. Where is the proof this was done? I asked for a detailed list of work done on my property which was never provided by Bay Management or the vendor. The front and back yard were not “clean” whatever that means. The windows were not clean and cobwebs remained on the ceiling, why isn’t that part of “deep cleaning”? The fence door was never fixed, rather it was damaged. What proof?
  

  I provided proof of issues left unresolved which were never addressed. 
  

  Also, Robert promised me on two separate occasions over the phone the invoice would not be paid without my approval. I never approved $1500. Furthermore, Robert also told me the vagueness of the quote was irregular and it was extremely odd that the vendor could not provide a list of work completed. 
  

  Bottom line is that there was never any proof of the work being complete even though I requested it multiple times.

  the tenants have barely stepped foot into the house since May. They are college students who plan to live there when the school year starts. They are hardly an adequate gauge for whether the work was complete according to the quote they never saw.

  
  Sincerely,
  
  *** ****

  Business response

  08/05/2024

  As previously communicated, Bay Management Group is committed to maintaining transparency and addressing concerns with diligence. Despite our team's best efforts to resolve the issues raised, it appears that the work performed at the property has not met the owner's expectations.

  Our team undertook several measures to address each concern raised and collaborated with the contractor to ensure the scope of work pre-approved by the owner was completed satisfactorily. We recognize the importance of meeting agreed-upon standards and have acted in accordance with the pre-approved quote.

  It is crucial to note that once a job is pre-approved, BMG is obligated to honor the payment terms as agreed. Per our investigation, we have found no proof of any promise communicated that the payment will be held until the owner is satisfied. It was communicated, however, that if there were any specific areas requiring attention, the request should have been listed in detail prior approval.

  Attached, you will find an email with photos demonstrating that the items initially highlighted were addressed. It would be unjust not to pay the vendor for the work they completed after the recall. We hope this evidence clarifies the steps taken to resolve the concerns.

  We appreciate your patience and understanding as we work towards a resolution. Should you require any further information or clarification, please do not hesitate to contact us.

  Sincerely,
  Bay Property Management Group LLC

• Initial Complaint

  07/18/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  As my property mgmt company, Bay Property Mgmt was supposed to facilitate the move out of tenants in my rental property. However, after tenants moved out, they did not correctly inform tenants of charges they owed (approx $4k) due to damages they incurred on the property. They also incorrectly deducted items from my rent payments that also should have been directly to the tenants. They have been unresponsive and have not made any reasonable attempts to recoup the amount that I am owed. Additionally, the tenants are reaching out to me directly for information as they are also receiving false & inaccurate information from the property manager. Emails directly with Bay Mgmt on this topic are attached.

  Business response

  07/26/2024

  We appreciate the consumer reaching out and apologize for the inconvenience these issues have caused the owner. We understand the importance of maintaining accurate records and providing detailed information to the owner.
  
  Regarding the past residents' move-out, our team of property managers is diligently following up to ensure that the remaining amount owed for property damages is paid promptly. The charges owed by the tenants were already applied to their security deposit, as detailed in the disposition letter sent in accordance with Maryland laws.
  
  Regarding the erroneous charges to the owner, we are aware of this issue and our team will take immediate action to process a refund and charge the past tenants accordingly.
  
  As a property management company, we recognize that communication is crucial for ensuring streamlined and smooth processes. We are committed to providing clear communication with our customers and resolving issues promptly to prevent similar problems in the future.
  
  Sincerely,
  
  Bay Property Management Group LLC

• Initial Complaint

  07/16/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I live in ********* ***** ********* *** Ive been without Central air for a week now and still currently waiting No one came out yet to fix this emergency. I contacted *** and they told us to contact the property manger I have called One of the property mangers & was told to contact someone name Brittany (410-********) about seeing when a technician can come service me I’ve been calling all day no answer . We been out of the apartment for a week due to extreme heat today is going into the second week. No one has contacted us or reached out to us in regard’s to this situation by us not being able to live there at this time we are requesting a reduction to the rent cost . This has been and inconvenience to us considering we don't have a place to live .

  Business response

  07/19/2024

  We appreciate the consumer reaching out regarding the air conditioning problem in his apartment and deeply apologize for the inconvenience this has caused. We understand the urgency and importance of having a functional AC and addressing these issues as promptly as possible.
  
  Regarding communications, the resident placed an online ticket for the issue on 7/10/24 at 4:10 PM. Later, at 7 PM, this request was canceled by the resident as he decided to call the emergency maintenance line to report the AC issues. He was informed at that time that his request was added to our system. While communication and responses have not been ideal, we have been in fact in communication and have started service to his unit in an appropriate time manner. 
  
  To address the issue, on 7/11/24, our maintenance team assigned a specialized vendor. However, due to high demand and heatwaves during this time of the year, we regret that the earliest available schedule for a permanent repair is on 7/22/24. While understanding the importance of the issue, we installed a temporary unit in the master bedroom as a temporary fix to provide some relief until the HVAC company could service the property.
  
  The resident later requested a second temporary unit for the other bedroom. However, we explained that this was not possible due to the high BTUs, as this could cause the apartment's breakers to trip, potentially leaving the apartment without electricity. 
  
  Please rest assured that we are doing everything possible to expedite the repair process and ensure the resident have a fully functioning air conditioning system as soon as possible.
  
  
  Sincerely,
  
  Bay Property Management Group LLC

  Customer response

  07/22/2024

  
  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

  06/20/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On May 15th, I woke up at 11:30 at night to water loudly gushing into the bathroom of my apartment. Called emergency maintenance, they could do nothing. They could send no one. I had to stay up and dump buckets of water all night. I missed the following day of work. At 8 am I called asking when someone would be here as it was an emergency. I had to make several calls to speak to someone and get any information. They told me 8:30. At 10am no one had showed up. I had to make several calls again to follow up. I was told the leak was from the upstairs neighbor self installing a bidet. The leak continued. The bathroom floor began disintegrating. I took pictures of all the damage from water to my own things as well as the bathroom. Water was dripping out of the electrical socket that is attached to the light fixture. Water was coming out of my wall. Still no one did anything but bring a dehumidifier. Then I was told it’s a leak from the chimney. It wasn’t raining when this leak began. This leak has continued to occur since and it has only rained one time during a point where it was leaking. It does not leak every day. But the leak has now traveled. The entire ceiling is wet. I have reported this several times and still nothing has been done. I had to fight them and threaten legal action to get the floor replaced. They tried to take a picture at an angle of one single tile to say that the floor was not an issue. I still have pieces of the floor that just fell apart as you walked on it. My emails are being ignored. The issue still exists. The “assistant property manager” Africa B******* and the maintenance coordinator Lucero H****** have not responded in over 48 hours to two emails and have canceled my maintenance request in the portal. They are the absolute definition of slum lords.

  Business response

  06/21/2024

  We deeply regret any inconvenience this may cause the consumer regarding the bathroom leak issue and provide an update following the recent issue experienced.

  On 05/15/2024 at 10:42 PM, the bathroom ceiling leak was reported through our maintenance portal and emergency line. Unfortunately, due to the tenant in unit 3F not answering our calls, immediate dispatch was not possible. The following day, a technician visited the site, replaced the toilet’s fluidmaster in unit 3F, set up a dehumidifier in unit 2F, and treated the ceiling with Moldex as a precaution. Despite these measures, the issue persisted. Subsequent water tests for both the third and fourth floors revealed no leaks. Further investigation traced the problem to the chimney.

  On 05/22/2024, a roofing company capped the chimney with sheet metal, and a mason spot-pointed, caulked, and parged with roof cement to ensure a long-term solution.

  The issue recurred on 06/17/2024, and a technician was dispatched promptly on 06/18/2024. It was discovered that the tenant in unit 3F had been washing clothes in the bathtub, causing water to spill onto the floor. To address this, the bathroom floor in unit 3F was caulked on 06/19/2024.

  Since then, no further issues have been reported. We are committed to providing permanent solutions to prevent such problems from recurring in the future.

  While we are unable to offer credit at this time, please be assured that we are constantly striving to enhance our response and maintenance procedures.

  Your understanding and patience are greatly appreciated as we continue to improve.
  
  Sincerely,

  Bay Property Management Group LLC

• Initial Complaint

  05/13/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been putting in maintenance slips everyday for the past 10 days. Every year my AC unit just needs a 10 minute freon refill due to a leak. MY requests have been getting cancelled and I have not received any phone call or any sort of contact until yesterday I got an email from Lucia. I emailed her twice and got no response. I even phoned the HVAC company she mentioned and left a message for someone to phone me back - to no avail. I have not received any response. My requests in the website portal have been getting "canceled" and there has been no contact or resolution made!! It's getting hot and I'm on the 3rd floor. It is not difficult to send someone out for a quick maintenance request that takes literally 10-15 minutes to refill the freon. I'm going to start putting my rent in escrow from now on and I'm leaving this horrible rental company. they are rude and don't do their jobs.

  Business response

  05/16/2024

  We appreciate the consumer reaching out regarding their HVAC concern and apologize for any inconvenience caused. We understand the importance of addressing these issues promptly to ensure the comfort and safety of our valued residents. 
  
  Regarding the maintenance request being canceled, our maintenance team is working on the original work order created. The records indicate that the other work orders are duplicate requests, and we acknowledge that duplicate orders can lead to confusion and inefficiencies, hence the cancellation on the system.
  
  Based on the recent findings of the HVAC expert's assessment, the root cause of the concern is that the HVAC unit has a more serious leak that requires further inspection and maintenance compared to previous years. This issue involves obtaining the necessary part covered by the manufacturer then doing the repairs. This solution will prioritize long-term reliability and efficiency to minimize disruptions for our residents.
  
  Additionally, it is worth noting that our maintenance team has sent one of the vendors to add freon, but this did not resolve the problem due to the severity of the leak.
  
  As we understand that during this time of the year is essential to have a cooling system, a temporary solution was offered to the tenant, a window AC unit to help cool the air while we work with the manufacturer’s warranty. We are committed to ensuring that any temporary measures are swiftly followed up with permanent solutions to prevent recurring problems.
  
  Sincerely,
  
  Bay Property Management Group LLC

• Initial Complaint

  05/10/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  False advertising. The business advertised that gas and electric were included in the set rent price and when I spoke w realtor(named Ira) from company, prior to moving in, he reiterated this. Once I moved in they started trying to charge me for gas and electric. Can you please help me rectify their dishonesty and deceit by helping me not have to pay this because I signed the lease believing they would remain honest to their advertising. Thank you so much in advance for your help

  Business response

  05/16/2024

  We appreciate the opportunity to address the concerns raised regarding potential false advertising claims. We take all feedback seriously to ensure compliance with industry standards and regulations.
  
  After carefully reviewing, we would like to provide clarification that this arose from a misunderstanding with the advertisement on the ********** platform as the consumer thought that it was advertised that the utility charges were included in the rent. However, the RUBs addendum specified that Unit A of the property at **** ****** ****, Parkville, MD 21234 is responsible for 25% of the utility bill.
  
  We acknowledge that certain aspects of advertising materials may have inadvertently fallen short of our commitment to providing accurate information to consumers, but there was communication with the resident on February 8th that the owner would be responsible for the utility charges from the move-in date on 12/07/2023 to 03/06/2024 which was officially posted to her ledger on 02/13/2024. 
  
  The property manager conducted a review of the consumer's ledger and noticed a discrepancy for the credit period between 01/12 and 03/06. The 90 days utility credit is fully reflected on the tenant's ledger as of 05/14.
  
  In light of the concerns raised, we will undertake an enhanced review process to further ensure the accuracy and integrity of our advertising practices. We sincerely apologize for any confusion or inconvenience this may have caused. We are fully committed to upholding the highest standards of transparency, honesty, and integrity in all aspects of our business operations, including advertising. 
  
  Sincerely,
  
  Bay Property Management Group LLC

  Customer response

  05/16/2024

  This is not a misunderstanding of the advertisement. I understood the advertisement. As seen in the picture it states gas and electric are included in rent. Also in the lease it mentions bills, if not paid by landlord, are divided up based off occupants. In my apt, A, there is one occupant. In apt B there is also only one occupant. In apt C, there are between 6-8 occupants seen often. 4 children and 2-4 adults. Not sure why C only pays 50% if there are a minimum of 6 occupants and A and B pay 25%, that math definitely does NOT line up. As mentioned this is NOT a misunderstanding from the add, where it clearly states gas and electric are included. IT IS FALSE ADVERTISING! IT IS ILLEGAL. Please help me not have to pay these fees the are unfairly and dishonestly trying to make me pay. 

• Initial Complaint

  04/25/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  August 2023 I contracted bay management company to manage **** * **** ** in Baltimore. They evaluated the house for needed maintenance with the goal of performing the updates and maintenance and renting the property. Over the next 3 months I paid Bay Management $3950.66 for the maintenance and updates. Areas of concern(photos and video are available for each item and were taken after all maintenance was “performed”, the house was listed and tenants were touring the property): -payment for services that were not performed ie painting interior, cleaning interior, disposing of debris, replacement of carpeting. -inability of bay management to identify major maintenance issues ie septic line break and rat infestation -mismanagement of house regarding utilities. The thermostat was left at 70* in a vacant house in December and January and the water was left running in October and November causing large utility bills (electric normal $40/month to $130/month water normal $39/month to $1100/month). All have returned to normal after change in manager. - inability to rent property due to undone maintenance. I’ve tried working with both Rio C****** and Megan S******** (property managers) to resolve these concerns but they’ve both stopped responding to my requests for updates and resolution (emails can be provided). Notice to sever relationship given 2/2/24. I have many videos that better display the work that was not done, rat infestation, email communications, contracts, etc.

  Business response

  05/01/2024

  Thank you for the consumer's correspondence regarding our services. We understand the importance of resolving this matter promptly and appreciate the patience as we investigate the matter further.
  
  Upon investigation, it appears that the $193 credit was issued in acknowledgment of the concerns raised by the consumer. However, based on the information provided, there was no active tenant for mismanagement and the incident regarding rodent droppings mentioned in the corner of the basement does not constitute a failure to perform maintenance services.

  
  While we understand the consumer's frustration regarding these matters, we must base our decision on the terms of the agreement and the services provided. Therefore, we cannot offer any further credit in this regard.
  We sincerely apologize for any inconvenience this situation has caused. Thank you for bringing this matter to our attention.

  
  Sincerely,
  
  Bay Property Management Group LLC
  

  
  

  Customer response

  05/07/2024

  
  Complaint: ********
  
  I am rejecting this response because:  I paid Bay Property Management (BPM) for many maintenance issues that were not done.  Please see email correspondence with Rio C****** which is  attached for a full accounting of the transactions.  The entire interior of the house including kitchen plaster, doors, walls and baseboards should have been painted and all debris removed from property.  BPM was paid $2010 on 10/12/2023.  All the carpets in the house were to be replaced.  BPM was paid $618.66 on 10/12/2023.  The house was neither painted, debris removed nor recarpeted (jpeg attached).  Please see pictures provided in previous complaint.  Many videos are available that better show that the work was not done but they cannot be attached due to size constraints.  They can be provided upon request. 

  On 11/6/2023 BPM was paid $300 for cleaning.  This service was either not completed or done poorly (see image of rat excrement in basement and dirty thermostat).

  In addition BPM did not identify major problems on their inspection of the property.  They did not identify a large hole in the sewer line in the basement as seen in IMG_5734.  The smell in the basement  and the copious amount of rat excrement on owner inspection led directly to the break in the line.  Thus, BPM did not adequately inspect the property nor did they adequately manage the property with the goal of renting it.  

  In addition BPM left the thermostat at 70* in an unoccupied house causing unnecessary *** bills (img_0963).  During this time the water consumption was 180,000 gallons in an unoccupied house (img_1083 and img_1084 from Baltimore City).

  Since the complaint, BPM has closed my account and credited $193 on an outstanding balance (as I did not pay them after I realized they were not completing the work).

  The remaining $829 paid to BPM was for application fees and inspections.  This should also be refunded as their negligence caused financial hardship and loss of rental income.  
  
  Sincerely,
  
  **** ******

• Initial Complaint

  04/15/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  • BMG Property Manager(PM) recommended unvetted mover - suspect a kickback situation between mover/PM. Over $15,000. property damaged and destroyed. Aug 12, 2022 lease start. Physical move in, Sept. 4, '22 Aug 11.'23 lease end. • Viewed/Rented unit via video from property manager. Did not see unit in person due to tenant occupancy. • Unit NOT cleaned. I had to assess damaged, unpack, clean apt. Building followed suit... filthy carpets, uneven floors, dank/damp, building smelled. Garage decrepit - leaks every rain. 2 bathrooms, no medicine cabinets - only 2 unevenly hung towels rods. Shower caulking looked like it was done by a 5 year old. Maintenance? no skill. Security broken at all access points more often than not. Homeless easily access building to sleep. All this to say, building quality not commensurate with rent charged. Worst place I ever lived. PM rarely on site. Only priority was filling vacant apts. PM infected with white fragility. A Karen. Easily turn victim despite her massive shortcomings, lack of knowledge/ineffectiveness/indifference. • Parking was not charged until May, 2023 (coincidentally after I mentioned to PM I was not renewing and relocating to EU) and was due that same month. Paid new rate with June rent, while trying to figure out how to pay huge parking balance. PM applied June parking fee to parking balance and charged late fees for June. • Over time resented living there and by this time realized PM is a horrible person. Trust blown. Moved out July 28th. Turned off utilities/paid BGE satisfied. PM sent a charge for utilities though I wasn't there. Used the "it's in your lease" was also stated about the parking. • Gave required 3 month notice to move out AND vacate garage. Didn't receive full security of $1k (not the average) and was charged for Aug. parking despite notice, absence, including auto. I feel like I was cheated and taken advantage of. I paid all of the nickel and diming and rent was always paid on time. Didn't matter.

  Business response

  04/18/2024

  Thank you for bringing the consumer's concerns to our attention. We appreciate your understanding and patience as we carefully reviewed the situation. We understand the consumer's frustration and want to offer our sincerest apologies for any inconvenience this situation may have caused.
  
  Upon investigation, we found that while our property manager did provide a flyer from a mover, it was not explicitly endorsed by our management team. It's important to note that our property managers often distribute flyers or promotional materials from various service providers as a courtesy to our residents. However, it is ultimately the responsibility of each resident to conduct their research and make informed decisions when selecting a mover.
  
  Regarding maintenance concerns, first and foremost, we want to assure the consumer that our team takes all maintenance issues seriously and strives to address them promptly and effectively. The unit provided to the consumer was professionally cleaned. We understand from our records that there were no reports or requests for a re-clean of the unit following their move-in. We want to emphasize that our team is committed to ensuring a welcoming living environment for every resident, and we would have been more than willing to accommodate a re-clean had we been made aware of the concerns. Also, it's important to understand that the garage area is situated beneath residential apartments, as such, any perception of leakage may arise from rainwater entering through open windows or other ventilation points within the garage.
  
  Regarding the refund request, we regret to inform the consumer that the charges are valid as outlined in the lease agreement and are non-refundable. The utility charge of $39.47 is the prorated charge for 15 days from 07/27/23 to 08/11/23. Regarding the remaining security balance of $70.61, this is the prorated parking charge through his lease end date in August. We acknowledge that we were only able to charge for parking charges from 09/03/2022 - 05/31/2023 on a one-time basis last May 2023, however, parking charges are stated clearly within the terms the consumer agreed to upon signing.
  
  We apologize for any confusion or inconvenience this may have caused during the consumer's tenancy and understand this may not be the desired outcome.
  
  We understand the importance of transparency and accountability in all our dealings and regret any misunderstanding that may have arisen from this communication.
  
  Additionally, we would be happy to provide any additional documentation or information that is required.
  
  We continuously strive to improve our services and ensure a positive experience for all our residents.
  
  Sincerely,
  
  Bay Property Management Group LLC

  Customer response

  04/21/2024

  
  I am rejecting this response because:

  I do not accept the empty cliché apology for the inconvenience, as if there were any true investigation performed, it would have been discovered that dealing with Allegra B**** and BMG as a whole was far greater than an inconvenience. 
  
  
  First to address the mover endorsement. I, despite the bewildering accounts of accommodation by Allegra, I was not afforded an on premise viewing due to the current tenant occupying the unit. I was sent a video via email of the unit. I was also sent, via email - the recommended movers. This was not an on premise flyer that I was handed as I had not been on the premises to see or receive this “flyer”. I even alerted the property manager that I had booked my move with. They were familiar because that mover gained entrance to the building and the unit without my presence.
  
  
  Regarding their response to the maintenance… One wee in the refrigerator began running loudly. I pulled it out from the wall and not only was there enough lint to stuff a pillow, but there were cat /pet toys, dirt and more lint from not being cleaned… in awhile. The dryer lint trap needed to be cleaned and the back shower was simply filthy and had not been cleaned by prior tenant or these “professional cleaners”. I saw these professional cleaners. There process. Change carpet, paint walls. Done. Between two full bathrooms, not a single medicine cabinet to be had. Two ‘unprofessionally” hung towel rods. Walls overpainted, a gap in the side of the door that you could see through to the hall. The place should be condemned. The building is so far gone and the owner is too cheap to make any real renovations. The maintenance person is merely a band aid supplier. The building was never secure for any length of time, homeless people coming in to the building, doors always broken, parking garage flooded every rain, incompetent valet… the list goes on. One look at the “loading dock” - speaks for itself. Yet I was paying over $2k a month for a dilapidated, poorly maintained and something always broken building..
  
  
  In moving in to this building, it was never mentioned that there was construction going on… and would proceed to go on literally right across the street from the unit I rented - floor 3 so a nice sound tunnel was created. Not only were the windows single-paned, meaning with windows closed (and they remained closed because to raise them required herculean strength) an argument on the sidewalk just below the window or crash at the intersection, police, constant sirens, next door neighbor conversations and again, the eternal construction that lasted the entire time I was there… all inconveniences, turning my sleep pattern upside down, my remote work meetings - impossible. Though I was being charged for a two bedroom, I only had one room with a door and full walls. Many days, I had no quiet place to conduct my work meetings because there was no quiet place in the unit. The bedroom with the door - the windows faced the construction site directly. There were nails burred into the painted brick walls when I moved in and I never removed them. 
  
  I love how they throw up the validity of the lease. When it comes to the parking… “$70.61, this is the prorated parking charge through he end of his lease date in August…” If this were true, according to the lease - why was it necessary for me to submit a 60 day vacate notice for the garage, which I submitted in May stating the vacate day would be July 30th and I took my car from the garage, turned in useless gate key prior to that date. I had completely left the BMG Property by the end of July, but they still nickel and dime me to death with petty charges written in the lease.
  
  Where in the lease does it say that I, as a tenant, paying the invoice that I receive in the pay portal for nine months… that I am to double check the BMG Accounting Departments’ invoice? 
  
  I’m not aware of the lease stating that after nine months of not charging me for parking, not only can they slam me with the bill in May for an extra $1777. due immediately. When I paid rent and now parking in June, they took the June parking fee, applied it to the past parking and then charged me late fees for June parking. Where in the lease does it say that I must pay for BMG Accounting/Property Manager mistakes and incompetence? That needs to be pointed out to me, because otherwise it seems like a double standard and the crabs in the barrel are getting restless. No apologies, no let me make payments…. and they waited until I submitted my no intent to renew lease - 90 days before the lease’s end.The property manager stating blasé that accounting must have done an audit… as if it were nothing and let me mention why this went unnoticed by me: 
  
  Horrible move not only over 50% of my property destroyed or damaged by the mover recommended by Allegra B**** - not only did this moving company destroy my property, but I also paid him for man power that I did not receive, taking longer, hence me paying more. I’m pretty sure Allegra got her cut.
  
  
  Unpacking 
  Sorting all out damage//destroyed/stolen property, 
  Trying to actually move in and settle, 
  Settling claim with insurance company for months 
  Seeking estimates to repair every single piece of wood furniture I own 
  Scheduling pickups, deliveries  
  Replacing things that I needed immediately 
  …all the while working my remote job and trying to keep it all together in that noisy dump of a building, in a neighborhood that offered absolutely nothing in terms of convenience… why the high rent? But I digress… 
  Oh but’ I’m supposed to do BMG’s job too? I want to see that in the lease.
  
  
  What Bay property management Group fails to realize, whether they want to take responsibility for being predatory or not. I have lived all over the world and spent a great part of my life in New York City…
  
  
  I know a slumlord when I see one. Pat F***** is a slumlord, Allegra B**** is the fragile mouthpiece and the **** ***** ******* is a slum, hands down. The young med students living on their own for the first time don’t get it. The turnover in this building alone is too great for there not to be severe internal issues. 
  
  Sincerely,
  
  ***** *****

  Business response

  04/22/2024

  We do not have any communication from the consumer with complaints about the condition of her unit.  This is a building in the heart of the city and city noises are going to be heard in every unit.  We do not have any more turnover then other apartment complexes; it is not a slum property.  Unfortunately, it appears that we agree to disagree. 

• Initial Complaint

  03/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This management company was in charge of my lease for the previous unit I rented. In February, they told me they sent me my security deposit in the mail, but I had not received it. I reached out and they said it was returned in the mail so they’d send it out again. On 3/13/24, they said they sent my security deposit and that I should expect it within 2 weeks. 2 weeks has passed and I have not received my deposit so I contacted them, and the property manager told me to wait 3-4 more weeks. It has been 58 days and I still have not received my security deposit back, when Virginia law requires it to be back in 45 days. There is no tracking information on the check so I don’t know if they actually sent it out.

  Business response

  04/12/2024

  Thank you for reaching out to us regarding the consumer's security deposit refund. We sincerely apologize for the delay that the consumer experienced in receiving their refund. Often when a tenant doesn’t receive a check that we’ve cut, it is because of a mailing issue and we do not have any control over the mail. Upon reviewing our records, we found that the check had not yet been cashed. We understand the importance of this matter and are committed to ensuring that the consumer receives their refund promptly. 
  
  Due to concerns that it may have not been received, we have voided the original check and reissued it. The consumer can expect to receive the new check to their address on **** * ****** ** *** ********** ** *****.
  
  We appreciate the consumer's patience and understanding in this matter. Please rest assured that we have initiated the reissuance process of their security deposit and have sent it priority in the mail.
  
  Sincerely,
  
  Bay Property Management Group LLC

  Customer response

  04/12/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  It has been 74 days since my lease ended. Virginia law requires landlords to return security deposits within 45 days (§ 55.1-1226). I provided my forwarding address on 1/29/24 and again on 3/13/24.

  Bay Property management claimed they sent the first check on  2/23/24, but provided no evidence of that. I emailed them on 3/6/24 (12 days later) saying I have not received it yet, and they responded, "It was released on 2/23/2024, typically it only takes less than a week to be received". She confirmed my forwarding address in the email as well.

  On 3/9, I told them I still haven't received the security deposit. On 3/13, she said, "Our accounting received the first check we issued back in the office. We’re resending a new check today to your forwarding address **** * ****** ** **** ********** ** *****. You should expect to receive this within 2 weeks."

  On 3/25, I emailed her and told her I still had not received my security deposit after waiting 2 weeks. She then tells me, "Our accounting team asked that we allow a three-to-four-week delivery timeframe for the mailed check. We’re not sure why the last check was sent back, but the recent one should go through this time." I asked her why they kept pushing back the time for delivery, and she said, "The initial check was returned, so we issued a replacement check, which was mailed out on March 13, 2024. While accounting suggests it typically takes two weeks to arrive, please allow for an additional couple of weeks for delivery. We apologize for the delay and assure you that the payment has been dispatched. We anticipate that you will receive it this time." After waiting an additional 2 weeks, I did not receive my security deposit in the mail. They did not provide a tracking number or receipt of them mailing me my security deposit. 

  On 4/10, I emailed her a told her I still had not received my deposit. She asked me to wait two more days and said to reach out if I hadn't received it. I have still not received my security deposit. Bay Property Management group keeps extending the amount of time it takes to mail my deposit. Originally, she said it takes 1 week. Then, she said it takes 2 weeks. Now it takes 4 weeks. Then it takes an additional 2 days, but I have still not received my deposit or any tracking number showing me they actually sent it in the mail. It is Bay Property Management's responsibility to ensure the tenant receives their security deposit within the 45 day period. They are now behind their obligation and in violation of the 45-day mandate. 

  Sincerely,
  
  ****** *****

• Initial Complaint

  03/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In September 2023 the Bay Management Group issued new leases to the tenants of *** **** **** 21201. I rent the first-floor apartment. The lease included a section called Resident Benefits Package (RBP) Addendum which automatically added $39.95 to the rent and included HVAC filter delivery, Move in concierge service, Resident rewards, credit building and renters’ insurance. I declined the package and had to sign a Resident Benefits Package Modification Addendum. I checked Option 3: No RBP Coverage ($0.00/month). It was signed by me on 9/1/23 and by Bay Management Group Representative Christian A******* on 9/5/23. I proceeded to increase my apartment insurance to the requested $100,000 and reluctantly submitted proof of insurance to the company’s third-party approver, ****** ******. I received an email from ****** ****** on 2/14/24 that my insurance was approved and an email from Bay Management representative and building manager Jessica S******* stating in regard to the approval message from ****** ******, “Received you should no longer have any charges as of 3/1/24.” I have been charged $39.95 in September for the RBP and $10.95 for every subsequent month through February for insurance and $500.00 on 3/19/24 for RBP Delinquency”. I had previously submitted a copy of my proof of insurance directly to Bay Management via their website and have been covered the entire time of the lease to the level ($100,000.00) they required.

  Business response

  03/29/2024

  We appreciate the consumer for reaching out regarding this billing concern and appreciate your patience on the matter. Upon reviewing, the tenant’s ledger shows the tenant was only charged $39.95 the first month and when the mod form was signed the charge was lowered to $10.95/month as outlined in the lease & mod form. The modification form is clear that in order to have this charge removed fully, they must upload their proper insurance with ****** ****** and if they did not submit their proper insurance until February, those charges are valid.
  
  If they did prior however, in order to process any billing adjustments accurately, we kindly ask the consumer for a copy of the confirmation from ****** ****** showing this as they always send an email confirmation when the insurance is accepted and they are good to go.  Once we receive the necessary documentation, we will expedite the review process and ensure that any adjustments are made promptly.
  
  Sincerely,
  Bay Property Management Group

  Business response

  04/05/2024

  Thank you for your correspondence regarding the charges brought to our attention. We have thoroughly reviewed the matter and acknowledge the validity of the charges from the September 2023 – February 2024 totaling to $94.70 since the date on the email shows 02/14/24 – the consumers policy was not approved until MID-February so these charges stand.
  
  We are willing to remove the violation charge of $500 once the consumer brings all the valid RBP charges up to date. We remain committed to consumer satisfaction and look forward to a swift resolution.
  
  Sincerely,
  Bay Property Management Group

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