ComplaintsforWillow Bridge Property Company National LLC

• Initial Complaint

  04/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  February 24, 2024 I arrived to my apartment to two maintenance workers clearing my unit out. These two workers were told to do so by management at ************* at ***********. These items included my firearms and electronics. Most things were given back but not everything. My rent was up to date and my notice was given in January to be moved out by March 14, 2024. It took days for someone from management to reach out to me. When the regional manager finally did we agreed to terms of what was owed to me. On March 12, 2024 I returned to the unit to yet again find that people working for the property were in my unit. They had taken my tv. When returned it was broken. I was paid back for that that day and I turned in keys to the unit as discussed with the property manager. Ive been to the complex multiple times to pick up my refund check. The first time it was wrong and I was told there would be changes. Since then Ive been told multiple times that Ill hear from them next week without receiving what had been promised. Its been 55 days since the complex did this to me. Nothing I have been promised has been given to me. I have reached out to the New manager and again to the regional manager with no response. I have multiple Emails between myself, the property manager while all of this happened(not employed there any longer) and a signed letter of everything I was promised. Yet now the only person that will talk to me is the assistant manager. This still has not been resolved. Its been 55 days!

  Business response

  05/08/2024

  ****,

  We truly appreciate you taking the time to share your feedback with us. It is disheartening to hear that your experience during your move out did not meet your expectations. Please accept our sincere apologies for any frustration or inconvenience this may have caused you.
  
  We understand how important communication is, specifically when a concern is brought forward, and were genuinely sorry for any inconvenience caused by any delays experienced. Please know that we are actively addressing these issues and working diligently to make the adjustments necessary.
  
  Your patience and understanding during this time are immensely appreciated. We are committed to providing a positive experience for all of our residents,and your feedback serves as a valuable reminder of areas where we can improve.
  
  If there is anything else we can do to assist you or if you have any further concerns, please dont hesitate to reach out to us directly. Our residents satisfaction is our top priority, and we are here to help in any way we can.
  
  Thank you once again for sharing your feedback with us, and we hope to have the opportunity to exceed your expectations in the future.

  Customer response

  05/08/2024

  I am rejecting this response because:   This was not a part of my move out. This was 20 days before I was supposed to move out. Your employees went into my unit and removed my property. Your management team didnt reach out until days later, and your regional manager has ignored many emails and calls from myself. And then yet again on March 12th three days before my move out they went back in removed my property again. It was damaged when it was returned and yet again no one was willing to talk to me. Ive called the ****** corporate office and the Texas corporate office. And yet it took this long to get any kind of response. We are at 74 days and to not even hear back from anyone in management is not acceptable. I was forced out of my living space and I have been blown off by everyone I have contacted. I was not late on rent and I had given a notice. So please I dont understand why you have avoided me for this long. 

• Initial Complaint

  04/14/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I lived in a willow bridge property for over two years in ******, *****. I renewed my lease in June 2023 before receiving a job promotion relocating me out of state. On Nov 30, 2023, I emailed the property of my intentions to vacate, giving a 60 day notice. The start date for my new job was originally 31 Dec; however, I requested to delay my arrival to meet the 60 day requirement; it was approved. Then I received a new start date of Feb 26, 2024 and I went to inform the leasing office. While there, a leasing agent asked about my move, she informed me that they had properties in ******* and I could save money with a transfer. I was given the website to look at properties and if interested to let them know. Around mid January, I sent an email to Via informing them of my interest in transferring. I received an lengthy email with details about the process and was informed that a $500 transfer fee and apartment inspection would be needed to get the transfer started. Although it was a bit confusing, I paid the $500 dollars on Jan 24, 2024. Around mid Feb, I had no info so I stopped by the leasing office to inquire and was informed that I needed to call the complex in *******. I contacted the Chicago complex and was informed of the process and all the fees. About two days prior to my move, I was informed that the application was denied and Via had been informed. I moved out on February 23, 2024 and when I received my move out balance a few weeks later, I was shocked to see a $4064 price tag. I was charged $1175.23 for failing to give a 60 day notice. The notification given on Nov 30, 2023 was changed to Jan 24, 2024. To do this was wrong, I gave notice of moving far ahead of time. I was also charged over $3000 for early termination minus the refund, after the apartment was rented out 14 days later to another tenant. I called corporate on Apr 2, 2024 with my concerns and was told that the property manager would be contacting me. There has been no correspondence since.

  Business response

  04/17/2024

  Thank you for reaching out about your issues/concerns. Can you please provide the name of both properties you are referring to, that way we can make sure the right team connects with you?

• Initial Complaint

  04/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My daughter and I went to look at these apartments May 15th in the evening time. We filled out a application and paid for that and the deposit to hold the apartment. Monday my daughter called and ******* was not in, so they took a message. It took about two weeks before they came back and told us we had to pay $1600 plus the first months rent $1233. I then told my daughter she could not afford that at 19. I told her to ask for her $150 dollars back and they said no because we have a 48hrs policy to cancel. I told her that would been nice if everything took place within the 48hr time period but it didn't and no one got back to us for two weeks. The assist manager then tells me that because we declined the apartment because of funds we could not get money back also. I think that is horrible system they run their and are not very helpful or have everything together.

  Business response

  04/04/2024

  To better assist, will you please confirm the community name you're referring to?

• Initial Complaint

  04/04/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I applied to ******* apartments in *********, ** managed by Willow Bridge Property Company on February 29th, 2024. I paid $610 in total, $85 for the application, $225 admin fee and $300 deposit. They informed me my application was approved with the condition that I pay an additional months rent deposit on move in. I agreed. They had me sign paperwork to agree and they sent me a lease. On March 11th, I was called by the assistant manager, ****, who told me that her staff was mistaken and my application was denied. That I will be sent a refund and should receive said refund in 2 weeks of $525, everything but the application fee. On Thursday, March 28th, I was finally able to reach ****, I had tried calling many times with no answer and even emailed. She explained to me that the check was going to be cut that day and sent to me. She proceeded to give me an incorrect mailing address. I had to correct her and she explained it would be sent that day and I should receive it the following week, likely by Monday. I called today, April 4th, and spoke to a man in regard to my refund. He told me that the check was to be sent today. Today? When I was told Two weeks from March 11th and then told days from March 28th. I have a feeling they havent sent anything. They took this payment via debit card. With their misinformed staff and the assistant manager consistently giving me false information Im finding it hard to believe they are refunding me anything. Im a single mother. This has put me in a bind. This is the most unprofessional, uneducated in business, group of people I have ever had to deal with. They have been essentially ruining my livelihood for an entire month.

  Business response

  04/12/2024

  To Whom it May ********************************** began her application on 02/29/2024 but the final payment for the apartment home was not received until 03/01/2024 at which point the application was officially received.
  When her information was verified unfortunately, she did not meet the income requirement and Sun Lake therefore could not countersign the lease. **** had the opportunity to provide a guarantor to cover the income requirement or remit additional income.

  On March 11, 2024, in the absence of a qualified guarantor or proof of additional income her application was formally declined for insufficient income. It was at this point that the refund process began. Refunds are processed by the accounting department which takes time (usually 2-3 weeks plus the length of time it takes for the post office to deliver the check.) Multiple staff members have explained the refund process to ****.
  **** was refunded everything but her $85.00 application fee which is non-refundable at the time of application remission. When she signed her application, she agreed to this condition.
  Her refund was issued on April 1, 2024, it was deposited on April 6, 2024 and cleared our bank on April 8, 2024.

  I have attached proof that the payment was received, deposited and has been cleared. The rental criteria and refund portion of the rental application signed by ******************* and a reprint of the adverse action letter.

  Customer response

  04/17/2024

  I have reviewed the business response and have received the refund. In that aspect, I can confirm refund was received. I would like to point out that I was told that refund would be 2 weeks. Two weeks from 3/11/24 is 3/25/24. When I questioned this, I was told the check was cut on 3/28, it was not. It was cut April 1st as they have said. The sheer unprofessionalism with this entire process has been astoundingly apparent. For them to say I was told it could take up to 4 weeks? No. Its 2024. They took a debit payment and can update their systems to refund that way. They should also NOT HAVE SOMEONE SIGN A LEASE WHEN APPLICATION IS DENIED. Thank you. 

• Initial Complaint

  04/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Did not return $250 reservation fee, it has been 30 days and now they are avoiding communication. This is in reference to The **** apartments in *************. *********************************

  Business response

  04/23/2024

  Hello,

  This refund check was cut and mailed by our corporate office and sent to the resident, ***********************.  The property manager emailed **** on April 16th and asked if he had received the check but I do not believe she received a response at this time.  Please let me know if this is still the case.

  Thank you,

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

  Business response

  04/24/2024

  Hello, 

  I spoke with *********************** to explain the refund procedure. Since he has received his refund at the address he provided. I have attached his email response confirming that he has received his refund in full. 

   

• Initial Complaint

  03/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I moved out of my apartment at the Grande at Legacy West on 2/14. Apartment 2273. A full months rent was collected on 2/1. I was supposed to receive the prorated remainder of my payment equal to $854.83, 30 days after move out. It has been over 45 days now and I still have not received my check. ************************* at the leasing office has been telling me that its in the mail, and then it was in the office and then she was contacting accounting. It should not take this long.

  Business response

  04/11/2024

  When this BBB complaint was submitted, the accounting team was already working on the refund disposition check. Our Assistant Manager was in communications with the tenant in regards to the refund, and cause for delay. The reason the full month's rent was drafted is due to the tenant not cancelling his auto draft payment in the full amount. The check was cut on 4/3/2024 and the Resident picked ** in person on 4/4/2024.

• Initial Complaint

  03/27/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I applied for an apartment at ************************************************ ** approximately 3 weeks ago. My father was a "co-applicant" to secure funding as I am to graduate from ************************* in May. I have accepted a position with a company in ********* ** and scheduled to start just after graduation. We toured ************* on two occasions and applied after making the decision this was the building I wanted to be in. ******* helped me navigate the tour and ultimately the application process. She informed me that with a 15 month lease, two months were "free" and could be prorated. She instructed me to do this through the tenat portal. After our approval, I gained access to said portal and was unable to pro rate the "free two months". I reached out to ******* via email with no response. I asked my dad to call and see if she could explain how to handle the proration. ******* was "unavailable" both times my dad tried to reach out and did not respond to his email either. On a third attempted phone call, a manager named ***** answered and stated ******* was with another applicant. He then proceeded to talk to my father. My father began to discuss the proration issue and was met with insults from this man. He insinuated we couldn't afford the property and said that my father and I were rude in our email communications. ***** finished this convo with my father by saying "fuck you" and hanging up on him. I have every email. We could absolutely afford this property, but my father was so disgusted by this man's way of speaking to him we have made the decision not to pursue a residence there. I emailed ******* to please cancel my contract and her response was short and rude. I am requesting a refund of $350 and I would appreciate an apology from ************* and Willow Bridge PC.

  Business response

  04/03/2024

  Hello. I am the Business Manager of ************* and I have reviewed what I can of the situation. I did not discover any rudeness from our team in an email. Unfortunately, the call was not recorded but from my recollection of overhearing the call and further discussing with the Assistant Manager, there was no foul language. I can confirm from working with him for 6 months, I have never heard him be rude nor use foul language when speaking with a resident, vendor, guest or coworker. This is not to say the feelings and views the applicant and guarantor expressed are unjust, I am just not able to find any evidence of the claims made in the report. After speaking with the team, I attempted to contact ******* at **************, per the initial complaint form, and left a voicemail. It has only been a few hours so I expect to  have a conversation in the near future as everyone's schedules vary and I would love to further discuss this with the applicant and/or guarantor. As for the requested reimbursement: The initial $75 application fee and $250 admin fee (used as a holding fee to take the unit off the market) were paid in the amount of $325.00 on 03/17/2024. The second application fee was not paid, though the payment on the attached ledger reflects "Roommate ***************************" as this simply shows who made the initial payment. We are not able to refund application fees as we have already processed the screening but I would be willing to work with the ****** family due to their experience. The admin fee of $250 less the second application fee of $75 ($175 in total) can be refunded via check. 

• Initial Complaint

  03/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  March 13,2024 I was to pick up my keys at Prairie on parkways.The apartment was not ready as it should have been and instead of the office being apologetic they were not and were argumentative.The unit was not ready and i was given my keys and upon entering there were ladies still cleaning the apartment.I noticed a awful order that simliar to mildew or sewage.Since they were still cleaning i figured it would be resolved.When I came the next day with my movers I noticed the apartment was not cleaned to move in ready standard and the strong odor still was there.I did attempt to contact the office around 11 and they were closed.I called corporate and at ***** am Thursday 3/14/24.I was told the regional manager: he will call you back today.He never contacted me .Today is Wednesday 3/20/24 still no call.I have been in contact with the office everyday which is unacceptable. Saturday **** satted she will have cleaning come out,which they never did and Maintenance come as well.Maintence came around 4pm and he did say he noticed the smell and he would let the office know.The baseboards in the washroom are dirty and discolored and there is either a sewage or pluming issue or mold going on.I have been nauseated since entering the apartment due to the odor.The washer was not cleaned behind by the cleaning crew either.The office did not contact me Monday I had to reach out again,and they had someone come out and deodorized the air.I was inconvenienced again no access 24 hours and missed day of work yesterday 3/19/2024.Around 3 am i had to go to the office and was not contacted,she said the guy left.Upon entering my apartment it smelled of a air freshener which dissolved in a hour.They did not resolve or do any repairs still jut masked it with a scent.I called corporate again at 830 am and advised the receptionist the regional manager still has not contacted me and the complex is refusing to fix the issue that obviously has been ongoing.It is now 1234 still no call from corporate

  Business response

  04/04/2024

  As a courtesy, this resident was allowed permission in advance to receive keys one day early. Just hours before keys were handed over, Management had been informed that their team member of three years passed away the night before which coincidentally was the agent handling this persons lease and move-in. The office closed for a period while this news was shared, which subsequently resulted in minor scheduling delays and the residents encounter with cleaners upon move in. Although the home was ready, the team is in agreement that there were isolated areas needing further attention including the laundry room. The corporate contact over the community approved a third-party plumbing inspection after the resident reported a mildew odor in the laundry room. This inspection occurred on March 28th and there was no detectable odor, no active leaks in water lines, and no indicators of prior leaks. Management also approved a third-party cleaning company to perform a detailed clean with the residents permission the following day. This included cleaning the interior, exterior, and underneath all laundry and kitchen appliances. In addition to contacting the corporate office, the resident contacted the ********************* regarding their concerns which prompted the arrival of an enforcement officer. No concerns were noted. We regret this residents move-in experience as it occurred during a very uncharacteristic moment, however the team remains committed to addressing any future concerns. 

• Initial Complaint

  03/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This property management company owns ****************** apartments in **********, **. Theyve failed to return my deposit within the legally required timeframe. Sent the following email to the property today: Submitting this in writing for court records.My lease terminated on 12/31/23. Legally, landlords must return the security deposit within 30 days of lease termination. I included a mailing address on my move out notice, which I submitted more than 60 days prior to move-out as required by your policy, you guys still called me on 1/16/24 and asked for a mailing address anyway, already delaying the return of my funds, and I got to play phone tag all day to give you an address you shouldnt have even asked for.It is now March 5. I received the LEDGER three weeks ago. I called a week and a half ago to ask about the deposit itself and was told it was cut and mailed the week prior. I live in ********************* and the original address I gave is in downtown **********.There is no reason I havent received my money. Ive kept records of every interaction with your property since move out. If I dont receive the check by the end of the week, I will be taking you to court and collecting three times what you owe me, plus attorney fees. I should take you to court anyway for the inconvenience.This is ridiculous and I want to be done with your property. Absolute worst rental experience of my life.And Ive changed my mind. I want my deposit, times three, for the inconvenience.

  Business response

  03/22/2024

  Resident has received check within appropriate timeframe. 

• Initial Complaint

  02/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On January 29, 2024, I received a letter from a former Property Manager, *************************, that recently left her position with my apartment complex (********** in Arlington, **) back in November/December of 2023. In the letter, she states that she is now a real estate agent and is offering her services. From the letter, it is apparent that she took my personal information from my resident file before her termination. I was not only surprised that I received this letter but also concerned about the safety of my personal information. I never gave my consent on disclosing my address or any other information that was obtained when I became a resident of this complex. This is in direct violation of my privacy rights. How will you rectify this situation? I have also noticed an increase in advertisements by mail since December of 2023.

  Business response

  03/14/2024

  At **********, personal identifiable information (PII) is protected and not shared. Unfortunately, names, address and phone numbers are public information and can be obtained with a search engine query. ********** and its affiliates are not responsible for the data found on an internet search engine.

   

  Customer response

  03/24/2024

  Their response is insufficient. There was no way that the former leasing property manager could have found my information online without having some personal identifiable information (I.e. DOB, full name). This information could only have been gotten from her access as the property manager for **********. I except a formal response about how they safeguard the residents personal information when employees leave and if not I will have to seek a legal remedy.

*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. ↩