Complaints

This profile includes complaints for Willow Bridge Property Company National LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Willow Bridge Property Company National LLC

  2000 McKinney Ave Ste 1100 Dallas, TX 75201-2033

  
• 

  Flats on First Apartments

  21 Charles St Cambridge, MA 02141

• 

  Wellington Place

  34 Brainard Ave Medford, MA 02155

• 

  Lincoln Property Co

  8201 Windsor Trl Liberty Twp, OH 45044

• 

  Lincoln Property Company

  1110 Jorie Blvd Ste 300 Oak Brook, IL 60523

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:03/27/2024

  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.

  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

  Date: 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

  Date:03/20/2024

  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.

  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

  Date: 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

  Date:03/05/2024

  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.

  It has now been 40 days since I submitted the 1st work order (01/26/2024) to one of Willow Bridge's properties (*************************, **). I submitted a 2nd work order (02/102024), same issue for both. I have also spoken to someone in the leasing office at least twice. Each time I was assured that a maintenance individual would be out to address the issue. I still have not seen evidence that a maintenance individual has been by my apartment to address the issue raised in these work orders. I am now concerned about how these work orders are evaluated for importance. The issue I have repeatedly asked to be addressed is MOLD that is growing on my guest bathroom ceiling. MY FAMILY IS BREATHING THIS IN. I have also tried to reach out to the Willow Bridge corporate offices. It appears to have done nothing, and I have not heard from them. The mold has gotten worse since 02/10/2024. It is also flaking down onto everything below where it is growing.

  Business Response

  Date: 03/14/2024

  Thank you for your email in regards to ************************* complaint about bacterial growth. I want to express my sincere apologies for any inconvenience or concern caused by the bacterial growth issues that was reported. Please know that we take such matters seriously and are committed to addressing them promptly to ensure a safe and healthy environment for all residents.

  Upon receiving the complaint, our maintenance team conducted a thorough inspection of the affected area. We have identified the source of the bacterial growth and have completed corrective measures to resolve the issues, which we've attached photo to review. 

  Our immediate actions include disinfection, repair of leaks from the adjacent apartment. Additionally, we are implementing preventive measures to mitigate the risk of future bacterial growth. 

  We understand the importance of maintenance of a clean and hygienic living environment, and we appreciate your diligence in bringing this matter to our attention. Your feedback is invaluable in helping us improve our service and ensure resident satisfaction.

  If you have any further concerns or question please don't hesitate to contact me directly at ************ or ************************************************************** We are committed to keeping you informed throughout this process and ensuring that your concerns are addressed to your satisfaction.

  Thank you for your cooperation and understanding.

  Sincerely,

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

  Business Manager

  Customer Answer

  Date: 03/14/2024

  I am rejecting this response because:   Although the company is saying that the issue has been addressed and fixed, it has not. The attached picture is of my guest bathroom ceiling on 3/09/24. I am still waiting for either a maintenance technician from my apartment complex to address the issue, or to hear back from the leasing office personnel about when I can expect someone to address this.

  Customer Answer

  Date: 06/24/2024

  The moldy portion of the ceiling has been removed. However, the problem has not been repaired to completion.

  Business Response

  Date: 07/12/2024

  Hi ******-

  My name is ***************************, I am the Regional Manager for Willow Bridge and West Wind Apartments. Thank you for bringing this to our attention. Although I am glad to see the on-site team repaired the leak and completed the remediation of the area, I sincerely apologize they did not follow through on the ceiling repairs. I have spoken with the Manager, *******, and the ceiling repairs are scheduled with our painter for next week, week of July *****. Should you require any further assistance with this matter, please reach out to me at ********************************************************** or ********************.

  Sincerely,

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

• Initial Complaint

  Date:03/05/2024

  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.

  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

  Date: 03/22/2024

  Resident has received check within appropriate timeframe. 

• Initial Complaint

  Date:02/28/2024

  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.

  My fianc and I had a 15-month lease that ended in October 2023. Willowbrook reached out 45 days in advance to ask if we would renew, we told them we wanted a 2-month lease because we were moving out of state in January. They were going to charge us roughly the same total amount for a 2 month or 3-month lease, so we took the 3-month option. We made it 100% clear that we would be leaving in writing in September 2023. With my final 3 month lease they made no such outreach instead they called me on the phone about 17 days before the end of my lease - not to ask my plans (which had been known in writing for months) but to inform me that my prior written notice was over 90 days before the end of my lease (2/6) and not 60 days before the 2/6 end date so that they would be charging me rent for the difference. All the while I have a written acknowledgement from ****** (the building manager that he was sad to see us go on 1/13/23 yet he feigns complete ignorance just 4 days later).I paid them $640.94 which is the rent and utilities thru 2/6 yet they insist that I must now pay an additional $1,464.53 thru 2/17 well beyond both the signed date on my lease of 2/6 and my date of surrender which was 2/1.I vacated my apartment in excellent condition where it has sat empty for a month, all the while shown as unavailable to rent, despite signed documents showing the keys had been returned and there is no damage, or repairs required as of 2/1/2024. Instead, the building wants to charge me for this time.Management then also acted vindictively since the dispute, by double booking the elevator and blocking access with a truck belonging to the building while I was attempting to move out on 2/1 even though I reserved the moving elevator for that date weeks in advance. I had about 2 hours of the promised access, along with obstacles in the path (illegal from my understanding).

  Business Response

  Date: 03/06/2024

  Thank you for submitting your feedback, ****. A 15 month lease was drafted on July 27, 2022 that expired your tenancy on October 31, 2023. At that time, you communicated with the Assistant Manager that you would like to move forward with a short term lease.

  ***** emailed the Assistant Manager on September 12, 2023 and stated, However, we are planning to move this winter to get closer to family out west. Would it be possible to do a 2 or 3 month lease? We understand the shorter the lease, the higher the rate you will want to lock in, but we cannot justify $4500+ (the month to month option listed in the offer you sent). This is not a notice to vacate. No move out was confirmed via writing with the office. You agreed to the rates and terms on a 3 month lease and on September 21, 2023 the 3 month renewal lease was drafted, expiring on February 5th, 2024.

  Paragraph 3 on page 5 of the lease states, Renewal. This Lease Contract will automatically renew month to-month unless you give us at least 60 days (not less than 30 days and not more than 90 days) written notice of your intent to move-out as required by paragraph 45 (Move-Out Notice) and we give you notice of termination or non-renewal pursuant to local ordinance. We received email notice on January 18th, 2024 not meeting the requirement of a 60 day notice. We were able to reduce the 60 day notice to a 30 day notice making unit responsibility (rent, utilities, etc.) until 2/17/24.

  Regarding elevator reservations, all residents have move out time slots of 3 hours per unit. The resident put in a request for 9 am until noon on 1/31, not as stated on 2/1. Three moves were scheduled on 1/31: This resident had the 9 am to noon slot and then another had noon to 3 pm and another from 3 pm until 6 pm. Nobody had any reservations for the freight elevator and loading dock on 2/1. The loading dock and freight elevator was open all day. We also do not have a company truck. No individuals are permitted to park in the loading dock for any reason outside of approved 3 hours time frames for move ins/move outs.

  The current amount outstanding is for rent and utilities is $1,464.53. Failure to pay the outstanding balance in full within 30 days from move out will result in the file being sent over to our third party collections agency on 3/17/24.

  Customer Answer

  Date: 03/07/2024

  I am rejecting this response because:   The information stated is categorically incorrect.

  The entire premise of the shortened lease was because we were leaving at the end. If the lease were to renew month to month that would be at the 4500 rate which would require communication from management. Additionally, ****** acknowledged knowing we were intending to vacate several days before by writing that on the ****** review.

  When I reserved the elevator to move out, I specifically said that I would need longer than 3 hours and was told that was fine and I could have it for the day. Instead it took over an hour after my reserved time until I could begin moving because a truck owned by the building was blocking the exit. Then I was called at 11:30 and told I needed to be done. You can reference your own cameras to verify the accuracy of this.

   

  I am fully prepared to dispute the accuracy of all of your invalid claims made here.

  Business Response

  Date: 03/07/2024

  Thank you for your updated email. Willow Bridge Property Company, previously Lincoln Property Company, has been proudly managing Chestnut Tower since 2021. Please note that the lease is a legally enforceable document and with the most recent executed by all parties on 10/3/23, you agreed to all terms and conditions listed, which included the notice period. Your current rent and a 30 day notice was approved as an act of good faith to work with you since notice was never provided. 
  
  After reviewing our cameras, a vendor was using the loading dock and upon your arrival at 9:14 am, moved their van for you to access the loading dock. This is a vendor and is not a company truck, nor owned by the community. Per footage, you gained access to the dock 14 minutes after your original reservation time of 9 am. You continued using this space well after your reservation time and did not move your Uhaul van until 12:38 pm, as verified on the cameras, displacing our next move in to begin by 40 minutes. Photographic evidence on-site can confirm the time stamps. Full day moves are not permitted to any resident and no staff offered you a full day move as we had two other moves scheduled for that day.
  
  The ****** Review response is a response to *****'s sentiment and is not a notice to vacate nor acknowledgement of one. 
  
  As a reminder, the final balance is due in full by 3/17/24. Failure to make payment will result in your account being sent to collections which reports to all 3 credit bureaus. 

  Customer Answer

  Date: 03/13/2024

  I am rejecting this response because:   

  Yet again the information here is categorically incorrect. I told the door lady I made the reservation with that I would need time beyond noon and was told that was not an issue and that the whole day was open.

  I was also never notified about the truck being moved. I was told it belonged to the building, I had to maneuver around it as well as all the buildings dumpsters which were in the way. As a result, I was not able to begin to utilize the facilities required and reserved for well over the additional 30 minutes and was harassed throughout my move. I notice you conveniently changed this policy the day I was moving.

  Even when the door lady knew I had my time eaten up by the sabotage - the same lady who told me there were no other moves and going beyond 12 would not be an issue when I made the reservation with her weeks earlier. I received a call at 11:15 asking if I'm done since there is another move at 12. I immediately complained about the facilities not being prepared at 9 and was told I could have until 12:30 - which is exactly what I did. So no I did not stall the other move your own sabotage. did that.

  You are not providing a 30-day notice because of "good faith" the lease says 2/6 and that is the date you have been paid through. The entire premise of the short lease revolved around the end of January move date; you chose to let the unit show as unavailable for nearly an entire month - my plans were 100% communicated well in advance. There is absolutely no good faith whatsoever. Had you listed the unit as vacant which it was, and failed to rent it that would be an entirely different story. Instead, you have been struggling to fill units even while offering free month rent, you could take advantage of a tenant who is leaving to try to squeeze out money via threats and through sneaky, dishonest tactics.

  I have spoken to several lawyers about the details of this case, you can continue to make threats about collections, and we fully intend to dispute those, and they will not result in further payment. I was an upstanding resident never made or received a complaint, was fair, generous, and kind to all the staff and you have attempted to take full advantage of that.

  Business Response

  Date: 05/09/2024

  Hi ****,
  
  I apologize that you feel this way. As discussed previously, our responses from March 6th and March 12th, in addition to prior communication outside of the BBB complaint, do stand. As your account was not paid in full, it has been filed with our collections agency. Should you disagree with the balance owed, we understand your stance to seek legal counsel. 
  
  Thank you,
  Chestnut Tower
  
  

  Customer Answer

  Date: 05/14/2024

  I am rejecting this response because:   

   

  Willow Bridge has taken illegal and dishonest action against myself and my partner.

  They have violated the ***** and have wasted a substantial amount of my time. After reviewing other complaints it is obvious that this is a standard practice of theirs and I don't believe in letting dishonest corporations get away with illegal action.

   

  - They are falsely claiming I did not inform them of my plans to move out

  - The are attempting to illegally collect money from me I do not owe

  - They have taken illegal retaliation against me by hindering my move out and attempting to deny my access to an elevator I reserved weeks in advance

  - They have made efforts to suppress public statements I have made with documented evidence against them 

   

  I reject any response on their behalf and will be escalating my claims in any way available to me, this is exactly the purpose that this organization (the BBB is designed for).

   

  (For the BBB - I am attempting to review the original complaint details but no information is populating.)

• Initial Complaint

  Date:02/27/2024

  Type:Product 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 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

  Date: 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 Answer

  Date: 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.

• Initial Complaint

  Date:02/23/2024

  Type:Product 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.

  We received a lease renewal letter before our lease was set to expire, with a 60-day deadline to decide. This deadline came with no accompanying date or follow up after initial notice. Despite responding within 52 days, we received a bill for $2,867 on February 9th, just weeks before our lease was supposed to end. Upon contacting the office, they acknowledged the impending move-out but failed to address the billing error.Subsequently, we received an additional bill for $930.77 for the extra 8 days, charging us at the month-to-month rate through March 8th. Despite seeking clarification and requesting changes to this charge three times, the company has not provided any concessions or acknowledged the lack of clarity in their communication.Moreover, on February 22nd, we encountered significant delays and harassment during the move-out process when attempting to hire Spruce cleaners, a company sponsored by the building and regularly used by us throughout our tenancy. The concierge denied access to the cleaners, claiming they had never been to the building, resulting in over 2 hours of delays and inconvenience.We believe this delay constitutes harassment, seemingly intended to extort additional funds from us upon move-out. We request your intervention to address these charge issues promptly and ensure fair treatment during our transition out of the property.

  Business Response

  Date: 02/27/2024

  *******,
  
  
  Thank you for bringing your concerns to our attention. We value feedback from our residents and strive to address any issues promptly and fairly.
  
  Upon reviewing your case, it appears that you received a renewal letter well in advance of your lease expiration date, providing a clear 60-day notice period for you to decide on renewal. Our records indicate that the renewal letter was sent to you on 11/30/2023 - 90 days prior to the lease end date, in accordance with our standard procedures. Additionally, you were provided with documentation demonstrating this notice period upon request.
  
  We understand your frustration regarding the billing discrepancy for the additional days beyond your lease term. Our billing system calculates charges based on the agreed-upon terms of the lease, which include the month-to-month rate for any days beyond the lease end date.  This was also notated in your renewal letter.
  
  We extend our sincerest apologies for the inconvenience or misunderstanding experienced in accessing the services of ****** cleaners during your move-out process. It's important to note that since you have yet to return your keys, you still maintain occupancy of the apartment. Without written approval from you for key release or access permission for ******, we were unable to grant ****** As part of our security protocol, we require written consent from residents before allowing access to their apartment homes to ensure authorized individuals are granted ******
  
  If you have any further questions or would like to discuss this matter in more detail, please do not hesitate to contact our office directly. We appreciate your patience and understanding as we work to address your concerns.
  
  
  Thank you,

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

• Initial Complaint

  Date:02/14/2024

  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.

  There have been several incidents over the past few years about *************** not properly removing snow and ice from the public areas. I have reached out to the property manager on several occasions and have only been met with flat out refusal to adhere to county, state and federal laws. I have been denied my right to file incident reports as well. I have attached pictures showing the ice still in the parking spaces 5 days out from the previous snow storm. I have also attached an email transcript of my conversation with the property manager. The way the complex is set up, there is no safe way to connect with the sidewalks without walking through the parking spaces.

  Business Response

  Date: 02/16/2024

  Hello BBB,

  
  We are emailing to respond to the compliant made by ******************************* apartment 433.

  
  Complaint: There have been several incidents over the past few years about *************** not properly removing snow and ice from the public areas. I have reached out to the property manager on several occasions and have only been met with flat out refusal to adhere to county, state and federal laws. I have been denied my right to file incident reports as well. I have attached pictures showing the ice still in the parking spaces 5 days out from the previous snow storm. I have also attached an email transcript of my conversation with the property manager. The way the complex is set up, there is no safe way to connect with the sidewalks without walking through the parking spaces.
  

  Our Response: As per state and county regulations, it is mandatory to clear snow and ice from sidewalks and *** ramps, soon after a storm is over. The community's snow removal was promptly undertaken on 2/11/24 following the latest storm, with our maintenance team diligently ensuring daily clearing of all sidewalks and building entrances. This commitment extends to addressing the presence of black ice in the mornings resulting from overnight refreezing of melted snow.

  
  On page 4. Undersection 25 the lease states the following under Casualty Loss. Were not liable to any resident,guest, or occupant for personal injury or damage or loss of personal property from any cause, including but not limited to: fire, smoke, rain, flood, water and pipe leaks, mold, hail, ice, snow, lightning, wind, explosions, earthquake,interruption of utilities, theft, or vandalism unless otherwise required by law. We have no duty to remove any ice, sleet, or snow but may remove any amount with or without notice.

  
  Currently, the team at ***************, along with our hired vendors, consistently surpass expectations by not only addressing sidewalks as mandated by state and county regulations but also diligently maintaining the parking lot. However, it is important to note that while we strive to minimize ice across the parking surface, we cannot guarantee complete removal from every square inch. We urge our community to exercise additional caution during snow and winter storms.
  In our continued efforts to enhance safety measures, we will now be placing buckets of ice melt near the entrances of buildings with north-facing parking lots for residents' convenience. These can be utilized at their discretion to address icy areas around their vehicles for immediate support.

  Building #4 features west and south-facing sides with significantly more parking spaces than the north side.Despite ample availability of ice-free parking spots and ample sunshine on these sides, Nacolle has repeatedly declined to park there. On 2/14/24, I personally observed ******* choosing to park in a space with some ice,disregarding the numerous available spots around the building that were ice-free.
  

  Since my employment commenced at *************** in August 2023, I've been actively engaged in addressing residents' concerns regarding ice-related issues. Throughout this time, I've personally conversed with numerous residents, lending an ear to their feedback.In our ongoing efforts to enhance our ice removal practices, particularly regarding snow and ice mitigation, we've undertaken significant initiatives this year.
  

  Regular check-ins with residents of building 4 have been part of my routine as I conduct surveys and walk the area to ensure their contentment with the enhanced safety measures. These measures include the application of ample volumes of salt on the property on a daily basis, collaboration with a vendor responsible for plowing the streets, and meticulous hand-shoveling of sidewalks as well as the parking areas between curbs and curb stops.
  

  We've offered suggestions to *******, encouraging her to explore alternative parking options such as spaces with ample sunshine, renting an enclosed garage, or reserving her own parking spot on the west and south sides of the building.

  Please feel free to share any additional questions either you or she may have.

  Customer Answer

  Date: 02/16/2024

  I am rejecting this response because:   As per the city of ****** all snow and ice must be removed from all privately owned parking lots, sidewalks and surrounding areas for a safe public environment. As per ***************, Snow and ice must be completely cleared from parking spaces, immediately surrounding areas, and all walking aisles. Curb ramps must also be cleared, and snow can never be piled up in handicapped parking spaces.

  
  

  In the past 6 years, westlake greens have never shoveled the parking areas, and we contually have ice issues for days to weeks after the snow storms. 

  
  

  Furthermore, I pay an addition $45 to have a designated spot where I can see it from my apartment for safety reasons. Why would I park elsewhere?

  Business Response

  Date: 02/19/2024

  Dear BBB,
  I hope this message finds you well.I'm reaching out in response to *******'s rejection of our previous communication regarding snow removal.
  As outlined by state and county regulations, it is imperative to promptly clear snow and ice from sidewalks and *** ramps following a snowstorm. In line with these regulations, our community swiftly initiated snow removal operations on 2/11/24 immediately after the latest storm. Our maintenance team has been diligently ensuring the daily clearing of all sidewalks and building entrances, with particular attention given to addressing the presence of black ice in the mornings resulting from overnight refreezing.
  It's worth noting that the parking space utilized by Nacolle is not designated as a handicap space, and we have offered to relocate the space where there is more sun and less potential for ice. While our commitment to snow removal extends to parking areas as a courtesy, we cannot guarantee the complete absence of snow and ice from every square inch of the parking surface. However as previously mentioned, we do utilize a vendor to support plowing the parking lot and adding ice slicer, in addition to the work our staff completes.
  For your reference, I've attached a fact sheet from ************* that delves into the regulations concerning snow removal. It clarifies that sidewalks and *** ramps are the only mandatory areas for snow removal. Additionally, I encourage you to review the news article linked below, which further elaborates on ******** snow removal requirements:The property has never received a citation referencing that our snow removal practices are non-compliant.
  [Link to the news article: **********************************************************************************]
  We have provided Nacolle multiple solutions to this issue, all of which she refuses to accept. Should you require any further information or assistance, please don't hesitate to reach out. We remain committed to ensuring compliance with all regulations and maintaining a proper snow removal for our community members.
  Best regards,

  Customer Answer

  Date: 02/19/2024

  I am rejecting this response because:   

  Ada law states from all public areas. There is no safe way to exit our vehicles from the parking spaces or to go from the garages to the sidewalk without crossing over the ice. If the complex was actually attempting to take care of the snow and ice situation, then I wouldn't have an issue. As you can see from the photos, they wait until the sun melts the snow and ice, which it doesn't because the sun does not reach that section. 

   

  I understand that they offer a different parking spot, however that would mean I can't see my vehicle from my apartment and it still makes a treacherous situation for everyone who had to park there. This I'd not an attempt for personal gain. But to ensure the safety of the residents. My neighbor just had major surgery and slipped getting out of the vehicle. 

  Business Response

  Date: 04/24/2024

  Dear BBB,
  
  I hope this message finds you well. I'm reaching out in response to *******'s rejection of our previous communication regarding snow removal.
  
  
  As outlined by state and county regulations, it is imperative to promptly clear snow and ice from sidewalks and *** ramps following a snowstorm. Our maintenance team has worked diligently ensuring the daily clearing of all sidewalks and building entrances,with particular attention given to addressing the presence of black ice in the mornings resulting from overnight refreezing. We have had zero reports,violations, or citations from the city.
  
  It's worth noting that the parking space utilized by Nacolle is not designated as a handicap space, nor does she require, or have the permitted use of one, and Nacolle has since worked with us to move her reserved space some time ago. While our commitment to snow removal extends to parking areas as a courtesy, we cannot guarantee the complete absence of snow and ice from every square inch of the parking surface. However as previously mentioned,we do utilize a vendor to support plowing the parking lot and adding ice slicer, in addition to the work our staff completes.
  
  For your reference, I've attached a fact sheet from ************* that delves into the regulations concerning snow removal. It clarifies that sidewalks and *** ramps are the only mandatory areas for snow removal. Additionally, I encourage Nacolle to review the news article linked below, which further elaborates on ******** snow removal requirements: The property has never received a citation referencing that our snow removal practices are non-compliant.
  
  [Link to the news article: **********************************************************************************]
  
  We have provided Nacolle multiple solutions to this issue. It seems we are unable to meet the expectations ******* has, regardless if our significant efforts, and as such we have decided to release Nacolle from her lease agreement without penalty. When ******* finds alternative housing she may send notice in writing as required by the lease to [email protected] you require any further information or assistance, please don't hesitate to reach out. We remain committed to ensuring compliance with all regulations and maintaining a proper snow removal for our community members.
  
  Best regards,

• Initial Complaint

  Date:02/14/2024

  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 rented an apartment with Crystal ***** and I didnt get a call or anything on the day of moving in to get the keys so I went by the apartment complex and apparently the apartment was ready and I got the keys.Upon going into the apartment it wasnt ready at all;Doors could barely open/close,there was tissue in the toilet and also mold and when I flushed it there was water running over in the bathroom,apartment floor was making alot of noise which was more understandable but they told me it was ready and it was like 50% ready.When I went to make a complaint he said he said maintenance would come fix everything the same day and they did fix most of it until the following day I had to go back to tell them about the toilet and they gave me a bunch of excuses about the conditions of the apartment.The apartment smelled like cat and cigarettes and they told me the previous tenant didnt have any animals which was very hard to believe.I am so dissapointed with the conditions of this Apartment complex.I have videos of evidence but I cant upload them.

  Business Response

  Date: 02/16/2024

  Thank you for reaching out, however we have never managed this asset. Please contact the property directly for further assistance. 

• Initial Complaint

  Date:02/13/2024

  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.

  The property knew of the air condition not working properly and they avoided repairing it for months. I kept reminding them and eventually they had somebody come out and repair this but at that time mildew or mold occurred due to their negligence. My items were damaged as horrible as this was they then accused me of not having the air conditioner on and falsely stated thats why my items are like this. They have been very deceptive / mendacious in terms of them avoiding to take accountability in their failure to address the tenants concerns . A lot of my things were damaged because of this and they were retaliatory and serve me papers after I mentioned it again. They gave me a 12 month lease to sign they signed and it was confirmed . Property manager (*** ********* ) Now states I am on month to month . And refuses me documents .They also ******** my vehicle when they placed a sticker on it its an antique and the gentleman pushed through the window when he pushed too hard on the window. I mentioned this to them also and they never responded back about it. The maintenance manager, ***** scan the walls for water, and it came up moisture in the wall, and he never came back. This has been harassment through the entire stay. Its been racial , its been demeaning , its been passive aggressive , and this is bullying at its worst . This has taken a mental and emotional toll on me and my daughter.I would like my window replaced on my antique car.(its documented i told them about this )I would like my items replaced as it was the properties negligence (its documented I told them about this) Also I would like the 12 Month lease that I signed and they sign to be honored. Its a legal binding document. I would like to see a doctor through the emotional and mental distress that theyve caused for me and my daughter.

  Business Response

  Date: 03/01/2024

  Your complaint has been reported to the Regional Property Manager for this community. They will be in contact to discuss your complaint.

  Customer Answer

  Date: 03/04/2024

  I am rejecting this response because:   My things have not been paid for .things have been damaged in my poor poetry due to their negligence and they have not addressed this . In addition they did not do full remediation on the place and I still smell the mold smell .amongst other things . I have other things also . They are very rude and nasty verbally .

  Business Response

  Date: 03/05/2024

  We have referred this matter to our attorney who will be responding this week.  

  Customer Answer

  Date: 03/05/2024

  I am rejecting this response because:   
  this entire matter is handled incorrectly . Were deceptive and avoided repair . Did not see through thoroughly .  Promise the remediation, and did not complete the remediation.

  Customer Answer

  Date: 03/05/2024

  ****** told *** the rental property manager that he was on the medication and ask her to explain what he was signing. She said its a standard lettet and she said all its saying is that The remediation need your signature to get done . They will not do the remediation if there is no signature . She also said its just saying what you should do to prevent mold etc. He explained to her he was mentally out of it and he was on his meds. I asked her because she give time. She kept pushing. A few hours later when I came around I told her to revoke that signature. Before they did the remediation. He then said if thats all is saying then he would sign it. He was so out of it that he had his daughter sign it, she signed it and sent it off. And the remediation wasnt done. They did not complete the remediation. And they are on camera  in my place as I asked them were they doing it . They just change the vent in my daughters room. And theres high levels traces of mold spores in there. Also, in this photo above, this bag has been inside of the closet for almost two days and its 70% full of water.

  they are saying mendacious things to cover themselves. They are being extremely manipulative in an attempt to cover themselves . many other pass reviews are saying the same thing that mold is out throughout these buildings. Many tenants currently that we speak with say the same thing. They try to blame it and say its because of the *** The gentleman that was here yesterday stated that as long as the ** is working. But I told him the ** wasnt working. This is also documented through emails and other platforms. And they did nothing. I want them to pay for my things. And addressed them mold because it cant be healthy.

  Customer Answer

  Date: 03/05/2024

  The second picture has nothing to do at AC, thats water damage that they let sit there that when I moved, and I saw that I told him about that, and they let it just sit in the wall.

  Customer Answer

  Date: 02/20/2025

  The manager rent it out of property that had mold in it existing mold in it when I got the property. Theres many spores of floating around in the air and is every day all of my property is getting damaged. Head is hurting coughing, etc. This is not good. ***, the property manager ignores messages-and is doing nothing to help. Property is one thing, but to also ignore messages for a health hazard is another thing. The attorneys are incompetent and do not let her know that shes making a huge mistake subjecting us to this and not offering us another property or anything. So far Ive lost over $8000 in damages.