Complaints

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:12/20/2023

  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 applied to multiple complexes on multiple occasions over the last three years. The first time I applied in 2020 they called me 4 or 5 months later (i had already found a place). I attributed to covid because everything was whacky during that time. Then I applied to about 2 or 3 places in different complexes and paid the $25 fee each time ($50-75) each time i never heard anything back. Not even to say i wasn't approved. I did call the one place back to back for weeks until he finally returned my call then he couldn't find my application then he found it and said somehow i didn't qualify with no other explanation and still never heard anythingfrom the other ones i applied to. Arround that time two people i know were accepted without any issues. I just recently applied to yet another apartment a month ago paid the fee and everything.......I've once again HEARD NOTHING not even that I didn't qualify! I've called twice, left two voicemails, and sent three emails and not even a RESPONSE OF ANY KIND! At this point I've lost out on $100 which I know was non-refundable BUT I never hear anything back and I have to basically harass the site manager......I do not want to do that and shouldn't have to! If I do not qualify I will accept that but I'm not ok with paying this money and never hearing ANYTHING back.......it's not ok!

  Business Response

  Date: 12/21/2023

  Thank you for the information regarding the applications completed by *** ********  *** ******* applied through our website for an apartment back on July 13, 2020. The manager at that time, informed her there was no availability and her application was cancelled. Unfortunately, the manager did not inform nor process the refund for the application fee.  We will refund the $25.00 once provided with a forwarding address.

  
  *** ****** then applied online through the website,  twice for another  apartment complex in October 2022 and the application was declined based on the credit/criminal check. 
  On November 21, 2023, *** ****** applied for another apartment complex and her application was approved with a two month deposit.  I believe there may have been a misunderstanding on the timeframe *** ******s was looking to move and availability.

  Since then, the Property Manager for that apartment complex and *** ******s are scheduled to meet and have her tour on Friday, December 22nd.  

  We strive to answer all calls and communicate with applicants, our tenants and we always try to provide exceptional customer service.  We hope to welcome *** ******s as a resident at one of our communities.

  Thank you.

  Serena K****

  Brandywine Communities

  
  

• Initial Complaint

  Date:09/26/2023

  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 rent at Mt Vernon Apts in McKeesport. My central ac stopped working the 1st few days of July 2023. For a solid month I was told that my ac was under warranty so it would be a couple weeks until it was fixed and Brandywine provided me with one portable ac unit for my bedroom. Fast forward to late September 2023. I'm still without AC! I still have this portable ac unit that cools down my bedroom only! Using this portable unit for over 3 months now it has almost tripled my electric bill. I'm very frustrated! I've called the manager who is here part time. I've emailed several times. We have absolutely no maintenance staff right now and haven't for over a month. I've called and left so many voicemail that I can't even tell you how many times.. Not one person from management has returned my call yet still to date! Is this even legal? I have asthma and having ac in the summer is crucial for me. This feels so wrong and so unprofessional. On top of this, they want me to sign my new lease which is raising my current rent cost up $40 monthly! Still without ac. I just don't get how they have an A- on here at all. This is crazy!

  Business Response

  Date: 09/27/2023

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

  Thank you for reaching out regarding *** ******* concern.  *** ****** call our central maintenance department on 7/4 that her a/c was not working. Our protocol for a non working a/c is to first provide a tenant  with a portable a/c unit while they wait  for the  HVAC technician who  completes a/c emergency calls first, for residents who are elderly and residents with health issues. 

  The HVAC technician inspected *** ******* a/c unit on 7/26 where it was determined that a part was needed. The part was immediately ordered, however,  with the supply chain delays, it was on back order. *** ***** was informed about this by central maintenance. The part came in on 8/24 and we immediately sent an outside contractor to install the new part on 8/25.

  I understand ** ******* concerns, however, we followed Brandywine protocol and provided her with a portable unit, and we also gave her a concession of $200.00 for her inconvenience. 

  With regards to her lease, all residents, at the time of renewal, are sent a lease renewal 60-90 days ahead of their lease ending date, giving them the  option to sign a renewal from 3 months  up to 18 months without a $40.00 month to month fee. This gives a resident the flexibility to not be tied into a long term lease if they choose not to. They are also given an option to opt for a month-to-month term but that is with an additional $40.00 month-to-month fee.  If a tenant does not sign and return their renewal, they are automatically put on a month-to-month term with the $40.00 fee. This is clearly stated on the lease renewal which we mail to every tenant.  *** ***** chose not to sign her lease renewal and hence has been placed on a month-to-month term. 

  We strive to appease residents without compromising company policies.

  Please let me know if you required any further information.

  Thank you.

  Serena K****

  Brandywine Communiites 

   

   

• Initial Complaint

  Date:07/14/2023

  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.

  Beginning in August several people have noticed that Brandywine Agency Inc claimed that they haven't gotten Rent Checks yet my mailed check comes from a different part of the City. It's my belief that shaningans are being done as each person who is late has to pay $30 late fee. When discussing this with the head accountant there she made mention about it and that they knew several residents having this issue. I then attempt to set up an online Account to pay by the way of online only to be told my email address is wrong. I feel I'm getting the run around. I should mention I really don't trust the management of Brandywine Agency Inc as they wouldn't be my choice to handle financial matters. I even had one back on Wednesday who wanted my full mailing address of my Credit Card to do a phone payment. I didn't think about earlier but if this is the same employee behind the check shaningans how do I know they won't attempt to possibly do identity theft? When one can't be trusted you have no idea what games they can be up to

  Business Response

  Date: 07/18/2023

  Good Morning,

  Thank you for reaching out to us regarding *** ***** complaint.  All Brandywine tenants are able to make their rent payments in several different ways. We accept checks, money orders, over the phone payments, payments that can be made through the website as well as paying cash through an app at certain convenience stores.  We started the over the phone payments during Covid to have a contactless option for all our tenants.

  Having said that, it is also part of the lease which is signed by all tenants that a late fee of $30.00 will be assessed for any payment received after the 9th day of a month.  *** *** has been consistent with his rent checks however, this past month, the office did not receive a rent check from him.  He did speak with our deposit accounting personnel, informed him that she had not received a check yet from him and it could be lost by the post office.

  *** *** called our rental office and spoke to the Rental Coordinator blaming the North Versailles Post office and accused our staff of stealing his money.  The staff member asked him if the check had been cashed to which *** *** responded with a "No." The staff member explained that he can make a payment through the website and gave *** *** his unique registration code. *** *** asked to make a payment this one time over the phone and said he would pay via the website moving forward.  The payments for all tenants, if made over the phone, require a billing address for the card as a security measure to ensure the billing address matches with the card. 

  At Brandywine, we try our best to safeguard our tenants' personal information and try to answer reasonable questions and appease our tenants. The staff followed the polices for payments and to date no check was received for the tenant.  However, as you see from the attached ledger, the tenant does not have a balance since he made a one-time over the phone payment on July 12th, 2023.

   

  Please feel free to reach out to me at *************************** ** ** ************ if you have any further questions.

  Thank you very much.

  Serena K****

  Director Brandywine Communities

• Initial Complaint

  Date:05/02/2023

  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 currently rent with Brandywine at the Heritage park location, looking for another unit one with more space. On 4/2/2023 Kelly street townhomes (their property) had a unit available ****** I applied with my application and was charged $25 fee. Two days later I spoke to Jake at main office to see status, he informed me the unit was already rented. Jake told me to talk to property manager at Kelly to make sure. Days went by I called Jake back nothing from manager at Kelly townhomes. Jake said my credit check was never ran because they were waiting on another tenants credit to go thru on that unit I applied for first. Kelly Townhouse manager got back to me and said it was NEVER available. I asked Jake to return the $25 back to my card which he said would be done. After an entire month and several calls to Jake and messages with Drew still no money. I was given a number to call billing for Kelly Townhouses and they told me once the paperwork goes through I can pick check up at office or mail it. He also told me he would let me know when check was processed. STILL NOTHING. I sent and email stating I was dropping of May rent and will get check. The office in North Versailles is NOT open to public as stated on door. If my credit background check was done, then I owed the money, However It was not! And why was the unit listed if it was not available. If eveytime a unit is not available and customers pay the $25 application fee that is fraud. No services were rendered and I would like my money back. I am done calling and given the run around. I have been a great tenant and would appreciate this taken care of immediately. Payment confirmation ********* 4/2/23 $25.00 Kelly Townhouses (Brandywine Agency) ohio,Kansas & kelly aves. ***** *** ** ***** **** ****** **********

  Business Response

  Date: 05/02/2023

  Good Afternoon,

  Thank you for contacting us regarding this matter. 

  We received *** ******** online application on 04/02/2023.  However, her application was not processed as another individual had applied for the same apartment on 3/31/2023 . The applicants who applied prior to *** ****** also scheduled to see the apartment on 04/10/2023 as they were coming in from out of town.  *** ****** was informed by our office that someone had applied for the same unit prior to her application and they were scheduled to view the unit and put their deposit towards the unit.  She was also told that if the applicants do not place a deposit , Brandywine would then process her application . Once the first applicants viewed and placed their deposit, Brandywine started to process on 04/17/2023 to refund *** ****** the application fee which was mailed to her on 04/27/2023.

  The email attached to this complaint from her to a staff member, *** ****** was not received as *** ****** is not been an employee with Brandywine since October 2022.

  We have followed Brandywine processes with regards to applications being processed by the date they are received and refunded the money within 2 weeks from the time of application.

  Please find attached a copy of the first application received that shows their date of application to be 03/31/2023.

  Please email me if there is any further information you required.

  Thank you.

  Serena K****

   

   

   

  Customer Answer

  Date: 05/03/2023

  [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 from brandywine in regards to the unit. Just to clarify, I applied April 2. The check did not come till yesterday (May 4) that is way past the two weeks policy. And as far as communication I was not aware someone was coming from out of state. I was just told that the unit was already taken without a timeline.  The email address it is currently listed under that website and should be deleted if is no longer valid. Communication needs to be much better to prevent future tenant issues. 
  
  **** ******

• Initial Complaint

  Date:10/19/2022

  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.

  Harassments by the landlord Dru S******* Unlawful access to the unit without prior notice. Held against my will by landlord Dru S******* Different standards for other tenants. I'm being targeted do to my race and sexual orientation. False claims regarding noise complaints when the unit was vacant with all electronics off.

  Business Response

  Date: 10/20/2022

  Good Morning,
  
  Thank you for reaching out to us regarding this issue.
  
  The Property Manager received a complaint from a tenant across the hall on November 28th, 2020.  The Property Manager sent a Noise complaint letter (please see attached Brandywine policy is to address complaints with a follow up letter and discussion with the tenant whom the complaint is about.).
  
   On Friday, October 7th at approximately 9pm, the on-site Property Manager received a call from a tenant in the building on about loud music and from *** ******** unit.  Then on Sunday, October 9th, the Property Manager received another call regarding loud music from *** ******** apartment. As mentioned, Brandywine policy is to address complaints with a follow up letter and discussion with the tenant whom the complaint is about. (letter is attached) The tenant was sent a letter regarding noise complaint as this is part of our lease. Plus, on October 12th, the Property manager spoke with *** ****** as well advising him to be considerate of noise as there are neighbors in the buildings. 
  
  With regards to access into apartment, the tenant sent an email work order (work order is attached) stating he had fruit flies in his apartment.  Brandywine enlisted Court Pest control who were dispatched on October 19th to check the tenant’s apartment.  Normal policy is to enter an apartment once a work order has been submitted unless the tenant clearly states not to enter.  Please see the work order access states, “Please mind the cat” Hence giving us permission to enter.
  
  We have followed protocol and our policies and follow same policies and adhere to the same standards towards all residents.
  
  If there is anything else you need, please do not hesitate to contact me.
  
  Thank you.
  Serena K****
  Property Management Director
  Brandywine Communities

• Initial Complaint

  Date:08/09/2022

  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’ve had numerous ceiling leaks that have not stopped the entire time I’ve lived here and now it is really affecting me. This past weekend, Friday the 5th of August, my apartment FLOODED!!! I have pictures and videos of the water rushing in from the windows, pouring down the walls, and soaking up my floor and other belongings, getting an outlet wet, nearly ruining my carpet. I attempted to call my property manager, the main office, maintenance, and the emergency number. Nobody answered. There is a giant hole in my ceiling in my bathroom leaving me exposed to animals, debris, chemicals and insulation, etc. there is black mold growing. I have tried every possible thing in my power to respectfully reach out for help but I have been ignored and dismissed so much I am desperate at this point.

  Business Response

  Date: 08/11/2022

  Good Morning,

   

  Thank you for emailing the complaint to me.  The tenant has experienced a roof leak in the past and Brandywine has always called the roofing company Hausler within 24 hours of being informed of the leak.  Each time, Hausler, has made the  necessary repair.  In order to accommodate the tenant we also offered a concession of $100 to her account and gave her to option to either transfer to another unit, when one was available and also gave her the option if she were still not satisfied to break her lease and move is she would like, without any penalties.  The tenant refused both options.  

  Early August, the tenant  had another roof leak and on the instructions of the roofing company, Hausler, the on-site maintenance staff cut a hole in the bathroom ceiling(picutre sent to you by tenant) as hausler wanted to check a pipe in the ceiling for leaks.  The on site staff informed the tenant as to why the ceiling was being cut and told her that repairs to her ceiling  would be made once the roofers had completed the roof repairs on their end.  The roof repairs were completed on August 8th and our staff patched, sanded and painted the bathroom celing ( pictures attached).

  We experienced very heavy rains on the weekend of August 6th and 7th. On Monday, August 8th the tenant reported that she had water coming in through her living room windows on the concrete fall.  The maintenance technician immediately went to Home Depot and completed weather stripping her windows by Tuesday, August 9th. 

   

  We understand  the tenant's frustration, however, we have completed work orders in a timely manner for her, provided her with a concession for her inconvenience and given her the option to either transfer to another apartment or move out without any penalties which she had refused.  At this point we do not have any vacant units but the tenant was notified that once we have a vacant apartment she will be given the option to transfer.

   

  Thank you again for your time

  Serena K****

  Brandywine Communities