Complaints

This profile includes complaints for Brookfield Properties's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Brookfield Properties

  127 Public Sq Ste 2400 Cleveland, OH 44114-1218

• 

  Brookfield Properties

  9250 Cherry Tree Dr Strongsville, OH 44136-2400

• 

  Brookfield Properties

  5676 Broadview Rd Cleveland, OH 44134-1635

• 

  Brookfield Properties

  36250 Lake Shore Blvd Lakeline, OH 44095-1440

• 

  91 Sidney - Residences at University Park

  91 Sidney St Cambridge, MA 02139-4277

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:03/20/2025

  Type:Facilities Issues
  Status:

  UnansweredMore 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.

  Brookfield has been negligent in removing bats from my unit and have not provide accommodations due to the pest control issue. Bats have continued to get into the unit despite my asks to remedy the issue. It’s also taken 18 months to fix a leaking roof. I get little to no response from management and the option to transfer is at my expense with a rent increase. I am scheduled to transfer to a more expensive unit today and 30 minutes before I get a call from the leasing office stating the need $600 to transfer to cover the rent for the remaining days and they can’t apply what I’ve paid for March towards the rent and I pay the remainder. I am not asking to transfer because I want to! I asked to transfer because of their failure to remove the bats and I should not have to pay rent twice! I have been patient and understanding however Tenants Rights are being violated. I was never reimbursed for out of pocket expenses for hotel stays nor the inconvenience of leaving my apartment several nights. I didn’t know a bat got into my unit and I thought I was hallucinating because I was hearing noises while home alone and seeing shadows from my peripheral. I thought I was losing my mind and a grip on reality. No one should question their sanity because of Brookfields negligence. Bats are not acceptable under NO circumstance!

• Initial Complaint

  Date:02/28/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  We are filing a complaint against The George, managed by Brookfield Properties, in San Francisco. Our security deposit of $600 is being withheld, and we are being charged an additional $332.77 for cleaning and painting. The additional charge has been sent to collections as of 2/27/25. The apartment was in good condition upon move-out (6/29/24). The apartment maintenance technician, Juan Peraza ******, performed a pre-moveout inspection on 6/21/24. The purpose of the pre-moveout inspection was to identify visible damage and give us a chance to address it before moveout. Juan did not flag a single issue with the state of the apartment. This charge violates California Civil Code 1950.5 for the following reasons: [1] Per California Civil Code 1950.5.e: "The landlord may not assert a claim against the tenant or the security... for ordinary wear and tear or the effects thereof". No evidence was provided of damage beyond ordinary wear and tear (see Supporting Document 1, Final Bill). [2] The bill was not provided within 21 days of moveout. Per California Civil Code 1950.5.g.1: “No later than 21 calendar days after the tenant has vacated the premises... the landlord shall furnish the tenant, by personal delivery or by first-class mail, postage prepaid, a copy of an itemized statement indicating the basis for, and the amount of, any security received and the disposition of the security, and shall return any remaining portion of the security to the tenant.” We moved out on 6/29/2024, and this bill was postmarked on 9/26/2024, 92 days later. We have attempted to contact The George / Brookfield Properties on multiple occasions, via email and phone, to resolve this issue. We have not received any response over email. Every time we call, they take our number and promise to return the call same-day; we have never received a return call. (See Supporting Document 2, Attempts to Contact.) We hope for a fast resolution to this issue. Thank you.

• Initial Complaint

  Date:01/25/2025

  Type:Facilities 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 am resident at a property they have recently Taken Over, I am having a lot of IGNORED MAINTENANCE REQUESTS AND I AM SURE I AM NOT THE ONLY RESIDENT THAT IS GOING THROUGH THESE ISSUES, THIS HAS BEEN GOING ON TOO LONG, SINCE LAST YEAR, REPORTING SAME ISSUES & NO REPAIRS OR REPLACEMENT, AND I AM PAYING RENT, I HAVE LIVED HERE 5 YEARS AND ITS THE WORST SINCE THIS COMPANY HAS TAKEN CHARGE, EVERYTHING HAS INCREASED$$$ & LIVING CONDITIONS HAVE DETERIORATED SEVERELY

  Business Response

  Date: 02/25/2025

  Ms. ******* ****** has been a resident of ***** ****** Apartments since 2020. Brookfield Properties purchased ***** ****** in May 2024. Since November 2024, Ms. ****** has placed 22 work orders of which 20 have been completed and 2 were cancelled as they were duplicate requests. It is our policy that as long as appliances in our apartments are functioning properly and can be repaired, we do not replace them.

   

  The work orders Ms. ****** has placed regarding her appliances have been addressed and her appliances do not warrant replacement at this time. Attached are pictures of her appliances for your information.

   

  Thank you.

   

   

  Laurie ******

  Executive Coordinator | Operations

  Multifamily

   

  Brookfield Properties

  Key Tower

  127 Public Square, Suite 2400

  Cleveland, OH   44114

  T +1 216.416.3460

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

   

  Brookfield

  Properties

• Initial Complaint

  Date:11/14/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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 complaint is for the apartment at *** ****** *** *** **** The apartment name is *****, a Brookfield Property. Move out day was 10/26/224. $200 clean fee and $210 painting were charged. No proof of necessities or invoices were provided. Considering the condition when I moved out (I have video recoding for the move out conditions), these charge are too high. I request re calculating the bill and send back the overpayment.

• Initial Complaint

  Date:11/05/2024

  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.

  Failure to fix: our kitchen sinks have flooded on multiple occasions (11-5-24 and 7-13-24 are the most recent) we have been told it’s an issue with plumbing that will not be fixed. The only solution offered is a temporary at best fix (drain snaking). The maintenance department has also instituted a rule that they claim “ we will not come out unless the flood water comes over the counters”. *** plumbing has stated that it is a septic tank issue that Brookfield has denied to fix.

  Business Response

  Date: 11/06/2024

  Hello,

  This issue was addressed the evening of November 5. The kitchen cable line in the sink was clogged and maintenance did fix this issue.

  Thank you.

• Initial Complaint

  Date:09/26/2024

  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.

  Chestnut Lake Apartments owned by Brookfield properties sent me to collections because of an insufficient notice fee of $1387.19 for moving out without notice even though I emailed them 60 days before my lease was up that I was moving out and they had my apartment listed on apartments.com within days of that email.

  Business Response

  Date: 10/01/2024

  Hello,

  This file is being re-opened and the charges are being reversed based on the screen shot of the email the former resident sent.

  The email was not received by management and we have a process to provide notice to vacate by completing a form. The charges were applied because correct notice was not provided.

  Thank you.

• Initial Complaint

  Date:09/15/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  1. We moved in. We were living here four days. I had a parking pass. There was a fire in the building. The building was not evacuated. There were kids in the pool. Proper notice wasn’t given were smelling the fire and coming out on their own. That night I received a phone call about my father’s death and had to leave on a flight the next morning. My daughter called me and told me that my car was not in the. So she called the management company who informed her that the car was towed. We had a valid parking pass. They said we were in a reserved spot. Then called and asked to speak to a manager and left messages without a return phone call. I did this for three days until I finally got a hold of somebody. She then informed me that they had the car towed. I explained to her I had a parking pass by Illinois law private property cannot remove somebody’s vehicle without The Property. There was no phone call and there was no written letter informing us. The vehicle would be towed. I am a state national and their corporate laws do not apply to living men and women. I have the proper documentation to show my political status. It is illegal for a corporate entity to remove a vehicle legally without proper notice. We’ve only been living in the complex four days, when all of this happened, I have spent all week trying to get a hold of somebody for management. I returned back into town Saturday evening, September 15 went down to the management office called security to have me removed peacefully I came for somebody I can speak with and they refused and told me that they cannot do anything. I would have to wait till Monday so now my car is racking up more towing expenses, and nobody is being held accountable or taking responsibility for the actions of the illegal tow I have spent five days without any return phone call or response

• Initial Complaint

  Date:09/11/2024

  Type:Facilities Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I visited the office of ******** **** apartments, run by Brookfield Properties on 9/11/24 to gather information on ending my lease early. The apartment I rent, 3-124, has become inhabitable due to an unresolved maintenance issue that they have neglected to remediate. I have had a mystery liquid seeping in through the concrete of my floor for months, first reported in August of 2024. They had their maintenance team come out and look at it, and decided that EVEN THOUGH the floor was still wet, it was impossible for it to be because there is no plumbing under my floor, only concrete slab. The resolution was to clean the carpet. A day or two later a professional team came out to clean the carpets, which made them look almost new, and also removed some of the mold/mildew smell. A few days later the floor was sopping wet again. I submit another maintenance request that was ignored until the floor was dry again. The maintenance team came back out to my apartment, while I was working from home, ripped up the carpet to try to expose the slab and see what the problem was. They were unable to determine what the problem was. My floor is still stained black/brown from the new instance of mystery liquid seeping in. My home smells of mold/mildew, and the carpet was just laid back down over the problem, leaving exposed staples and bumps in the carpet. The solution to the problem was "call us when it's wet again". I've now had enough and my home is disgusting because of a problem they don't know how to fix. I just want to vacate the property without penalty and they are forcing me to pay another months rent (~$860) plus a $1608 fee to terminate early. My home is unlivable and unsafe due to the mold/mildew stains and smell on my flooring and in the air. This is a reoccurring issue they won't resolve, and it's unfair and unethical to force me to pay all these fines/fees when my home is only unlivable because of their lack of knowledge or desire to fix it.

  Business Response

  Date: 09/27/2024

  Hello,

  The resident informed management on 8/7 that a spot in her living room carpet was wet. Maintenance responded the same day and was unable to find anything that would cause the area to have moisture. The resident had complaints about a musty smell, therefore we disinfected and deodorized the area. Our maintenance team asked the resident to contact the office  if this happened again.

  The resident contacted management on 8/12 reporting that the area was wet again. Maintenance then went into the unit and cut the area of carpet out to investigate if there was any damage to the concrete flooring. The area was dry under the carpet, including the padding and the concrete floor. Management had the carpet vendor come to fix the carpet that was removed.
  

  The resident came in and we explained the early termination option. Resident moved out on 9/24 and since then the floor has been dry. We do not know what the cause was.

  We feel we addressed the resident's concerns to the best of our ability

  Thank you.

  Customer Answer

  Date: 10/01/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I felt as though I had no choice but the move out as the smell left behind was unbearable. 
  
  
  Regards,
  
  ****** *******
  
  
  

• Initial Complaint

  Date:08/17/2024

  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.

  I paid Cherry Tree a security deposit of 399.00. I vacated the property giving the required 60 days notices with no damage to the property. I only received 126.76 back. They claim the 272.24 was deducted for utilities. I add all but water in my name and paid those separate. The water was included in my rent. I have repeatedly asked for an itemized statement to justify the deduction in my refund but to date I have not received this information. I have sent several emails and have not received a response.

  Business Response

  Date: 08/20/2024

  Hi Melissa,

  We're sorry you feel you have not received the correct refund. I have attached your account ledger and the final account statement for your review. You mention a deposit amount of $399 but the deposit amount is $299. Utilities are paid in arrears, therefore the utility charges were applied to your $299 deposit and the refund of $126.76 was refunded to you.

  We hope this explanation and the attached documentation helps.

  Thank you.

  Business Response

  Date: 08/26/2024

  Hi Melissa,

  We're sorry that you are dissatisfied with our response.

  Attached is your lease and the utility addendum which explains the common area utility charges.

  We hope this helps with the explanation. Again, utilities are charged in arears.

  Thank you and the best of luck to you in your new home!

  Customer Answer

  Date: 08/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  There is no mention of paying for gas and electric in the public hallways that would be the responsibility of the business.  Also I want a refund of the late charge. It was not in my portal and that was an obvious glitch in their system. 
  
  Regards,
  
  ******* *******
  
  
  
  
   

• Initial Complaint

  Date:06/07/2024

  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 have not received my deposit back. I moved out of the building managed by Brookfield Properties on April 15th, 2024. The business representatives have not given me an answer on where the check is.

  Business Response

  Date: 06/10/2024

  Hello,

  Our records indicate that a check in the amount of $1,178.05 was sent out to ***** ****** *** ** ****** **** **** ** ****** ** **********. If this is not the correct address, please contact us at ********************************* 

  Thank you.