Complaints

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

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• 

  The Bray Company

  135 Allview Rd Westerville, OH 43081-2997

  
• 

  The Residences at Edgewater Place

  215 Prairie Creek Way Whitehall, OH 43213

  

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:11/19/2024

  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.

  On 10/06/2024 a collection account from ***** hit my account effecting my credit score. This FABCO company states the original creditor name was 09 THE BRAY COMPANY. I moved out of this apartment complex over a year ago. I have never received my security deposit back nor have I received any additional information stating that I owe the apartment complex. When I moved out I was on a month to month lease and owed $0. There was zero damage to the apartment when I moved out as well. Now they are stating that I owe $2,696.00 in collections. I have emailed the apartment complex and have not received any response.

  Customer Answer

  Date: 11/20/2024

  Hello. The Bray Co has yet to provide me with any of this information. They also have not gotten back with me after multiple emails and calls. 

  Business Response

  Date: 11/21/2024

  Good morning,

  When resident moved out, she still owed $2,073.00 in rent.  At move out, she owed the **************** $446.27 which was added to her ledger.  Move out charges were $1,176.00 (remodeled unit right before she moved in 2/11/22 >> carpet had to be replaced, and floor sealed when moved out on 10/22/23.

  After we deducted the $999.00 security deposit, she owed us $2,696.27.
  
  A letter was sent to the forwarding address she provided (**********, ********, *******;*****) on 11/17/2024 and was not returned to us.
  
  7/24/2024 sent to ***** collection agency.

  We will be unable to update credit report based on the request.

  Regards,

• Initial Complaint

  Date:08/03/2024

  Type:Customer Service 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-site office for ********* ***** location managed by Bray Co. posts inaccurate and misleading office hours. They claim to have staff on site during a set Tues-Saturday schedule put does not actually. Office refuses to communicate basic information relative to the safety of all tenants specifically regarding public pool usage and restrictions, access and safety protocol surrounding share gym facilities, confirming the process of mail flow for large packages too big for a parcel locker on their property. I'm unable to receive mail currently due to their incompetence and lack of willingness to help and I need assistance resolving this please.

  Business Response

  Date: 08/05/2024

  In regard to complaint #********:

  Hello,

  Mr. ****** rents from a private owner/management company.  With this in mind, as it has been communicated to Mr. ******, The Bray Co only responds to owners at this property and not their individual residents, as that is not our role at this location.  I responded to the owner/management company over the weekend briefly, but with not working weekends, the actual answers to the questions were not sent until earlier this morning.

  While Mr. ****** may or may not agree with how the process works out at ********* *****, that does not change how the system does work.  He should be communicating his concerns to his owner/management company and in return, they can reach out to our office for clarification, if needed.

  The receiving or not receiving of mail is not an Association responsibility and something that he should share with his management company and/or the US Postal Service. Office hours are not for ********* *****, and they are not for non-managed residents, such as Mr. ****** in this case. He would need to discuss office hours and how to meet his management representatives from whom he rented from with them.

  
  

  Business Response

  Date: 08/26/2024

  8/26/2024:
  
  Renter of this address may want to reach out to their management company, as The Bray Co is not their management company, to get the answers that he is inquiring about.

  
  As stated in my previous email, please see below:

  In regard to complaint #********:
  
  As mentioned in my original email when responding to this complaint and as I talked directly over the phone with the BBB representative, The Bray Co is the "Association arm" of this property when it comes to this address.  It is not our role to communicate with the various residents for non-managed condos for this community, as our role is to work with the owners of the 216 condos at the property and not their renters.
  
  I will be more than happy to work through the management company or owner of this address to address any concerns that may be needed, but those have already been communicated to them early last week, when this issue came up.
  
  Mr. ****** will need to work through his management company, owner of the property address that he is renting from or whomever the designated representative that dealt with the leasing of the premises during the application/move in process.
  
  From my understanding, the person Mr. ****** would need to communicate with is the below representative.
  
  **** ****, Realtor
  The **** **** Group | ****** ******** Consultants
  **** ****** ** *** ***
  ******* **** *****
  M: ###-###-####
  ************************
  
  Respectfully,

  Customer Answer

  Date: 08/28/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because: 

  My complaint is with The Bray Company and the way that the Bray Company continues to try and avoid accountability for things they, and not my management company, are responsible for.  For example:  it is the Bray Company, and not The **** **** Group / ****** ******** Consultants, that has fake business hours posted on their buildings and does not return voicemails or pick up their phone during business hours.  The **** **** Group / ****** ******** Consultants does not (as far as I'm aware) advertise fake business hours and they do respond to e-mails and calls which I can confirm.  This is why didn't file a BBB complaint with/against The **** **** Group / ****** ******** Consultants, they are not ones lying or avoiding responsibility, that is The Bray Company.  Please advise.

  
  Regards,
  
  ***** ******

• Initial Complaint

  Date:11/09/2022

  Type:Billing 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 rented an apartment from bray co in columbus ohio, waters edge apartments from winter 2019-summer 2020. I broke my lease early with approval from the locations office manager and was told there would be no extra charges after going back and forth. I was laid off due to covid, and ended up getting a job in MN so needed to move. I had a person willing to take over my lease, she applied but was denied. I told them that I needed to move and couldnt pay the fee break lease, knew I forfeited the deposit, and eventually was informed that bray co. had rented the unit out the month after i moved out. I gave my forwarding address and never heard anything more. Today I checked my credit score and found a collections notice from this company. I called the number on the bray co website, and was informed that I had been sent a letter 30 days after moving out with the move out fees. I did not receive this and was told that they do not call or email for an address to send the letter. I asked why that was if money was owed and also that I did not understand why it took 2 years for the amount to be reported on my credit. But also that I understood it was during covid and communication errors happen but still confused as to why if money is due I was not attempted to contact for the notice. I was told that it was an amount of $158 due for painting/cleaning/trash removal/etc and that "its just $158". I had to leave the state for my new job before the lease ended and had a friend check on the place and was told it was fine, nothing left. Then I heard nothing from the company afterward until I contacted the office today. The woman I spoke to did not ask me for an address just my phone number to return my call(which she did). it is being sent to someone else for review until after thanksgiving. I need the collection amount removed from my credit promptly and a refund of the deposit since I was not notified and it took 2 years for collections. Was told it wasnt rented again for 1 1/2 yrs

  Business Response

  Date: 11/14/2022

  Good morning,
  
  As Ms. ***** referenced, she did move out, broke her lease and we retained her security deposited, as she referenced that she knew it would be forfeited.
  She was only charged rent up until the apartment was re-rented, as we are unable to charge double rent to anyone.
  
  Attached are our move out notes, along with a parking permit form that was signed by her at the time of receiving.
  
  No forwarding address was received from the resident, but two notices from our office were sent with updated balances.  We sent the 2nd notice after receiving notification that she paid her utility bill directly to the electric company.
  
  At this time, no refund of any deposit will be given based on the charges still owed.
  
  Thank you.

  Business Response

  Date: 11/29/2022

  In response to the emails, the following is our position, as stated from an earlier response.

   

  1. No deposit is to be returned

  2. Any other charges, over & above the deposit amount, will be forgiven and not pursued further for collection

  3. Update to FABCO (Federal Adjustment Bureau) will take place, once resident agrees to this overall complaint

  4. No omission of this being placed for collection will take place, as, at the time, it was not in error, as the charges were owed

   

  Thank you.

   

   

  Customer Answer

  Date: 12/04/2022

  [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 accept the business's response to resolve this complaint.
  Regards,
  
  ******** *****

• Initial Complaint

  Date:07/16/2022

  Type:Product 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 was scheduled to move out of my apartment on 5/28. I provided the email of the specific date I would be out on the 5th of May, per the lease I had until 5/31. When I moved out on the 28th I turned all my things in with no issue. ***** ***** the lease manager reached out to me on 5/31/22 to ask for my forwarding address. I gave it to her. I had to reach back out on 6/9 to get information on my security deposit. There have been back and forth messages regarding my deposit and I have still not received it. I was also informed by ***** ***** that I was to receive $177 back for my deposit because they used the other part of it to pay my electric bill. But I received an email from APL yesterday telling me it has not been paid. So I had to go and pay it myself. So they owe my full $200. Per the lease I should have had my deposit back in 30 days and I still don’t have it. Sn: I one of the emails she said I moved out on the 31st but I moved out on the 28th.

  Business Response

  Date: 07/21/2022

  This issue has been resolved.

  The $177 check was processed on 6/27/2022.  The $177 check was voided out, as the resident did not receive it through the US Postal Service.

  We mailed a deposit refund of $200 on 7/18/2022 to the address that was provided from the resident.

  When the resident originally moved out and by the time the deposit was mailed for $177, the electric bill was not paid to the electric company, thus, the reasoning for us withholding the amount of $23.

  Upon learning the check was not received, we re-issued a 2nd check for the full $200, as by that time, the resident did pay the electric company what she owed them.

  Thank you.

• Initial Complaint

  Date:06/21/2022

  Type:Sales and Advertising 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 June 13th, 2022 I called the Bray Co to inquire about the status of the swimming pool. Matt K****** called back and advised that the owners would not be opening the pool due to costs accrued. The Bray Co advertises on all websites that there is a pool available for use and did not site any health reasons to not open the pool as previously done with covid. I called back the same day to inquire on how that would be reflected in our rent. I did not receive a call back. Two days later I called again to inquire on the same incident. I also advised that the company treating the lawn failed to put signage advising to keep off of the grass for the safety of animals and other residents. The receptionist would not transfer me. I advised her that I expected a call back or would be calling back. I have not received a call back in regard to either situation.