ComplaintsforWillow Bridge Property Company National LLC

• Initial Complaint

  02/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 response

  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

  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 response

  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

  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.

• Initial Complaint

  02/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  02/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 response

  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

  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

  02/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  02/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Serratia marcescens (Pink Mold) Build-Up: Wrongful Eviction from Storage Unit: Inadequate Hot Water Supply: Previous Address Issues: Untimely and unresolved work orders Please see attachments for full descriptions since there arent enough characters to fully explain. I have also attached our signed lease statement showing I did Not select an option for early termination

  Business response

  02/16/2024

  Our goal is to ensure your satisfaction when resolving a service issue. I have requested any work orders that have not been completed. the two that were submitted were completed and that was the first time the work order had been submitted. We ask that you provide us a proper opportunity to resolve these issues for you if anything is still outstanding. ****** has inspected the unit for any possible growth and the result was hard water stains. I understand the frustrations with the storage unit situation. This was an unfortunate situation that was rectified with a concession. We can not change the past but both agreed on the plan to make things right. We would love to make sure all work orders are up to satisfactory if you have anything unresolved. As for the termination addendum we have the signed addendum with option 1 chosen. This would require a 2 month penalty if breaking your lease early.  

• Initial Complaint

  02/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I live at ******************** Apartment and have since October 2022. When it came time to renew my lease, I asked to be sent a 12month renewal and they put me on a 15 month renewal without my knowledge as she had it on her computer screen and had me sign on a signature pad on the desk without my ability to see it. I was lied too, only to just find out 4 months later that I am locked in for almost year still when I have other arrangements made already. I am shocked and when I called and spoke with the regional manager she listened to my concerns but when I asked for a resolution she acted disgusted that I asked for a rent credit for the inconvenience. I wasnt even asking to be let out of the lease early or anything. I just feel lied to and taken advantage of as the customer and felt that I maybe deserved a small compensation but I was made to feel horrible by her for asking. I am a manager and deal with patients daily with complaints and I take much better care of them than I was taken care of today. This company needs to evaluate how they handle clearly miss handled situations.

  Business response

  02/16/2024

  Good afternoon *******,

  Thank you again for the conversation and for taking the time to communicate your concerns. We are happy to listen and to help! We look forward to making the remaining time at the site successful and enjoyable, and if you need anything else please do not hesitate to reach out.

  - ******************** Mgmt Team

• Initial Complaint

  01/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In the time that I have spent at Copper Flats Apartments, which is managed by Willow property management, we have had many difficulties with members of staff at Copper Flats and their competency to complete necessary tasks. The most recent and most urgent complaint is that the staff in the office filed incorrect paperwork when transferring a roommate onto an existing lease that now all of our credit has been compromised, our families harassed, and we now have to fight with credit collection corporations, because of mishandled paperwork.I have spoken with the manager, ******* many times to correct the issues we ran into. More often than not the responses take more than a few days, there is no resolution, or it is very difficult to find a solution to the problem (often met with contempt and attitude) When moving out of the apartment, I have an email from *******, the manager, stating that everything was taken care of, my name was no longer associated with this apartment, and no further action needed to be taken. However, recently, the current residents of the apartment, myself, and a previous tenant have all received calls from a collection company as have our families. When reaching out to ******, she assured me that the debt was paid in full but they forgot to notify the collection company. Since then it is my understanding from her that nothing else needed to be done. However we all now have credit hits, and we now are impacted to take out loans, purchase vehicles, or anything else, which might use a credit score to determine eligibility. I am seeking that willow bridge refund a percentage of our rent for the damages this property and their staff have incurred on existing and future credit of all occupants (listed previously or currently on the lease) as all have been negatively impacted.

  Business response

  02/08/2024

  Hello,
  
  Our system automatically sends accounts to collections upon move-out. This is something I am looking into adjusting. ****** was sent upon move-out/roommate change by the system. My assistant manager has contacted the collection company to inform them she should not have been sent. Please see attached. We apologize that this has happened. 

  Customer response

  02/08/2024

  I am rejecting this response because:   
  While it is great that Willow Bridge is acknowledging their mistake, this serves as no real solution. Our credit has been negatively impacted and our families harassed. Provide financial solutions and/or incentives or else you are merely accepting responsibility which does not solve our problems with creditors. 
  

  If this happens to every tenant who moves out, I am surprised your business has not been more affected.

  Business response

  02/09/2024

  Hello ******,
  
  We truly appreciate you taking the time to share your feedback with us. It's disheartening to hear that your experience with our amenities did not meet your expectations. Please accept our sincere apologies for any frustration or inconvenience this may have caused you.
  
  We understand how important it is to have reliable amenities and functional mailboxes, and we're genuinely sorry for any inconvenience caused by their current condition. Please know that we're actively addressing these issues and working diligently to make the necessary repairs as quickly as possible.
  
  Your patience and understanding during this time are immensely appreciated. We're 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's anything else we can do to assist you or if you have any further concerns, please don't hesitate to reach out to us directly. Your satisfaction is our top priority, and we're 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 or past roommates expectations in the future.

• Initial Complaint

  01/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  No hot water for a week we have kids and seem to have no remorse toward the families who have children . We have to boil water for them to bathe which uses electricity that we have to pay for .

  Business response

  02/07/2024

  One of the boilers that services this building had a replacement part that was needed.  The manager called the plumbing contractor as soon as she was alerted that the hot water wasn't working.  Plumbers had to order a part from out of state, as it was not in stock anywhere within a 6 hour driving radius.  The repair was made immediately upon receiving the correct part.  The hot water was restored within 48 hours.  

  Customer response

  02/07/2024

  I will agree to have the comment taken down but I want them to acknowledge that it wasnt 48 hrs as the emails shown the dates of when they where sent it was over a week and it also show when the hot water was restored 

  Customer response

  02/12/2024

  I have reviewed the business response and accept this resolution. 

  I will agree to have the comment taken down but I want them to acknowledge that it wasnt 48 hrs as the emails shown the dates of when they where sent it was over a week and it also show when the hot water was restored 

• Initial Complaint

  01/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We moved in to ************ apartments in **************, in August 2023. On October 15th 2023, heavy construction was started to transform the raw retail space directly below our unit into a dental office. We were not informed that we would soon be living above a construction zone.For three months at all hours of the weekdays and weekends, there was jackhammering and drilling directly into our floor (photos were falling off of walls and our dog was terrified). We measured the noise level in our unit during drilling, which regularly topped out past 100 decibels.We both work from home and frequently had to use the local library instead of the apartment that we pay dearly for (~ $4300 monthly). We were told that we could use the community penthouse, but this small space is also used as a staff office/meeting room/restroom/cafeteria space. Some days there was no space available to work there. We formally requested (twice) a 20% abatement for the duration of construction, or relocation to a comparable unit. We were offered a smaller unit that would not work for us (a unit that we had already passed on when we moved here). We were not offered any of the comparable sized units that have become available throughout this process.There has not been any follow-up to our requests; however, we did overhear a conference call with one manager telling another not to cave to these types of demands by tenants. We are paying to live in a construction zone while management continues to ignore our requests to find a solution to this problem.

  Business response

  02/05/2024

  Hello,  I am sending in the lease agreement for apartment #*** at The ***************************************** and **************************  Included in the lease is a mixed use addendum that was signed stating they acknowledge they are living in a residential and commercial space and there may be noise up to 24 hours a day.  I am working on a response, but wanted to send the lease over for your review.

  Thank you,
  ***************************

  Regional Manager

  Business response

  02/08/2024

  Hello,  I am sending in the lease agreement for apartment #*** at The ***************************************** and **************************  Included in the lease is a mixed use addendum that was signed stating they acknowledge they are living in a residential and commercial space and there may be noise up to 24 hours a day.  I am working on a response, but wanted to send the lease over for your review.

  Thank you,
  ***************************

  Regional Manager

  Business response

  02/09/2024

  Hello,  ******* and ***** moved into The **** apartments, apartment #***, in July ***3.  There are 3 retail spaces on the ground level of the building and one was leased in the fall of ***3.  Construction began in the suite in October ***3 and there was noise for a few months while the tenant built out their space.  The lease agreement ******* and ***** signed with The **** did include a mixed use addendum which stated they are living in a community that is mixed use and there may be noise associated with this.  I sent a copy of their lease to you for review. 

  The retail lease agreement is negotiated and discussed with a realtor and ownership and the management company is not updated regularly on the status.  We informed residents as soon as we knew that the space was leased and construction would begin.

  The residents requested a 20% rent deduction for 3 months and the ownership has now agreed to providing a 10% reduction.  ***** and ******* have agreed to this and the settlement is being finalized as I am writing this.

  Please let me know if you have any additional questions.

  Thank you,

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

  Regional Property Manager

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