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

  
• 

  Wellington Place

  34 Brainard Ave Medford, MA 02155

• 

  Lincoln Property Company (Headquarters)

  17900 NE 31st Ct Aventura, FL 33160

• 

  Lincoln Property Company of Florida, Inc.

  110 S Hoover Blvd Tampa, FL 33609

• 

  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:01/22/2025

  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 following are safety concerns I have with the ******** in ****** MA. There is smoking occurring in the building that I can smell in my apartment. Another tenant reported smokers in the same building and in fact the smokers were flicking their butts off their balcony and it ignited a bunch of dried brush in front of his apartment and started a small fire. Luckily that reporting tenant was home at the time and saw the fire and immediately put it out, but that shouldn't be something they should have to do. When I reported the smell of smoke to the management they said there was nothing they could do unless "we provide proof". The fact is, there are cigarette butts all over the community. Multiple complaints about smokers have been reported and nothing has been done. This is a "smoke free" community.There is a field next to the community that some tenants use to exercise their pets. One tenant had his dogs there off leash and while I was walking by, those dogs charged at me (and my dogs) and proceeded to bite and attack my dogs. I, of course, reported this tenant to management (and the police and animal control) and again, management basically told me there was nothing they could do. This attack and the inability to apply corresponding pressure to that tenant to adhere to the terms of lease make the community feel very unsafe and breaks the covenant of quiet enjoyment.Add to that that many pet owners aren't picking up after their dogs, many tenants aren't correctly using trash/recycling bins and our packages are being dumped in the mailroom/clubhouse, the community no longer feels like the "luxury community" that I agreed to pay for. I understand that management can't make residents be good neighbors, but they could nudge people in the right direction. Letting people violate the terms of their leases and "animal addendum" with no recourse brings the standard of living down for everyone.

  Business Response

  Date: 01/23/2025

  Hi ******,
  
  Thank you for bringing these matters to our attention, and allowing us the opportunity to address your concerns. 
  
  We strive to ensure every concern is resolved to the best of our ability, and as noted in previous email correspondence we have worked to resolve these violations by taking legal action on the parties involved.
  
  Thank you again for the information and for your help in reporting matters to better serve our community.

  Best Regards, 

  ******

• Initial Complaint

  Date:01/15/2025

  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 moved out of the property on December 13, 2024 and have yet to hear back from anyone regarding our security deposit. This is in direct violation of the Texas Property Code and is illegal. I have reached out several times via email and phone call to absolutely no response at all. At this point we are pursuing the original amount owed to us as well as three times the security deposit per section ****** of the Texas property code.

  Business Response

  Date: 01/15/2025

  The residents moved out of ******S on 12/13/2024. The residents were emailed their move out statement on 12/22/2024 and the refund check was mailed out on 01/07/2025. We received an email from ***** on 1/13/2025 letting us know that she had not received the check.  We immediately contacted our accounting department to see if check 2038 had been cashed.  The check was not cashed so we contacted Emily ****** over the phone on 01/15/2025 and let her know the original check was mailed out on 01/07/2025 but will now be voided and a new check, 2040, will be overnighted to her via *** with tracking number 1ZR8V720NT12140434.

• Initial Complaint

  Date:01/10/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to report three areas within the unit that are leaking beginning on 01/09/2025. Two of which are in the bedroom and one in the closet. I am concerned for my safety as one of the leaks in the bedroom is directly above the breaker box.I originally moved into this apartment complex on May 11, 2024 into apartment 3325, where a similar issue occurred in the bedroom. I made a request at the time to be moved into a new unit and compensation be made to accommodate the cost of moving my items. Accommodations were made, and I moved into 3429 on 05/31/2024. Upon moving into 3429, I notified the maintenance crew of a few issues: batteries needing to be replaced in the thermostat, lights in the kitchen were not working, and fridge beeping. The batteries were replaced, fridge beeping was fixed, but it was discovered that the kitchen lights were not working due to the patio light being submerged in water. I was told that in order to prevent this issue from occurring I am not able to utilize the patio light. The patio light has not been addressed as of 01/10/2025, when the issue was reported on or around 06/01/2024. There are other issues related to safety and security such as failure to promptly notify the residents of the malfunction of the package locker, resulting in packages being stolen from me on September 3, 2024. The garage has not been operable for several months leading to an issue with firecrackers being set off in the stairwell and on the roof.I have paid approx. $12,520 in rent since May 2024. I find it to be unacceptable that the roof has not been properly repaired causing leaks to occur in both apartment units that I have lived in since May of 2024.I am formally making a request for the lease to be terminated at no additional charge to me, as the accommodations that were originally made have proven to be insufficient as I am experiencing the same issue at a larger scale.

  Business Response

  Date: 01/13/2025

  Thank you for reaching out about your concerns/issues. In order to connect you to the right team for assistance, can you confirm the name of the property you are referencing?

  Customer Answer

  Date: 01/13/2025

  I am rejecting this response because:   Asking for property name. Property name is **************** in ****************** 

  Business Response

  Date: 01/15/2025

  Hello,

  I have attached the email correspondence regarding approval for ******* ******** to move out penalty.  I have also attached the email regarding the repairs to the leak reported on 1/9/2025.

   

  Customer Answer

  Date: 01/16/2025

  I have reviewed the business response and accept this resolution. I have also attached the email correspondence related our agreement. 

• Initial Complaint

  Date:01/09/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 20th, 2024 my partner and I each paid a $200 fee to hold an apartment with TwentyOne01 on Market apartment complex in **************** to take the apartment off the market. On October 8, 2024 we informed the leasing agent we were working with that our situation had changed and we would not be signing the lease with them, and proceeded to request our combined $400 refund. On October 9, 2024 the leasing agent told us he would inform management and begin our refund process, and asked for our forwarding address for the refund check. On October 10, 2024 I responded with our forwarding address and asked to clarify when we can expect our refund and if it will be split into 1 check or 2. From October, 2024 through January 2025 we have repeatedly asked for updates on our refund with little to no reply from the company. On January 6th, 2025 I sent yet another request for update and provided a specific date and time for them to process our refund check by and if they don't meet the deadline, that we would be proceeding with outside options to resolve this matter and get our refund. The deadline has passed and they have not answered, so we are asking for your help to get us our refund. There are other ****** reviews writing about this complex and the same issue happening for other people--they have to constantly badger the apartment complex and their management to get their refund back and some mentioned it also took them 3 months to receive it. It seems that the "reasonable" time frame has passed, and we don't know what else to do to receive our money.

  Business Response

  Date: 01/27/2025

  Hi *****,
  
  I sincerely apologize for the frustration this situation has caused. I completely understand your concerns regarding the delayed refund, and I truly regret that we have not been able to process it as quickly as we should have. I can confirm that the request for your $400 hold fee refund has been processed. You can expect to receive a refund check on 1/24/25. Again I deeply apologize for the inconvenience this has caused and appreciate your patience as we worked to resolve this matter.
  If you have any further questions or need additional information, please dont hesitate to reach out.
  
  ***** ******
  Business Manager
  TwentyOne01 on Market

  Customer Answer

  Date: 01/27/2025

  I have reviewed the business response and accept this resolution, as we have confirmed we finally received our refund.

• Initial Complaint

  Date:12/31/2024

  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 signed a lease on 07/2024 to move into an Apartment complex owned by Willow Bridge, 'Aventura at *********************' in ***************. My move in date was October 1st and i paid the required deposit, changed my address, got renter's insurance and set up utility services prior to my move in date, per their requirement They called me a day before my move in date (on September 30) saying the apartment i waited for since July was not available. I decided to rent elsewhere and asked for a refund of my deposit. They replied after my second email stating they processed my refund. I was informed refund was sent to my old address and was asked to give them my new address. I emailed back my new address on same day and waited for a month before contacting them to let them know i still haven't received my refund. There was no reply from the property since then and I still have not received my refund after 3 months wait. It is very frustrating and time consuming to write 4 emails to a property to request a refund that should have been done within days to weeks. From not knowing the availability of specific apartment units, which created a big inconvenience to me, the slow response and disregard to all my requests shows unprofessionalism and poor management. I am requesting my refund ASAP.

  Business Response

  Date: 01/17/2025

  The check was cut an mailed out to the forwarding address she provided to us as of last week.  

   

   

• Initial Complaint

  Date:12/26/2024

  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 haven't had hot water in my apartment since December 9th. The office staff said they were waiting for delivery of a part and it would take 7 to 10 business days to be here. The maintenance people said that they were unaware of our hot water situation but the other maintenance person said that, no not waiting on a part, they were waiting on a bid. I just want it fixed.

  Business Response

  Date: 12/26/2024

  Thank you for your email. Willow Bridge Property Company no longer manages the ************** community. Please contact the onsite team for the new management contact information. 

• Initial Complaint

  Date:12/19/2024

  Type:Order 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.

  Nature of Complaint:I am filing this complaint regarding deceptive practices, mishandling of tenant access, and discriminatory treatment at Azure on the Park, involving an incident with *** ****** ******** and Mr. ***** ********** The property management team has provided false information to involved parties, mishandled tenant access rights, and prioritized the interests of one tenant over another, leading to unnecessary conflict and harm.Summary of Events On October 7, 2024, *** ******** moved into the apartment at ***** on the Park, sharing it with her roommate, ********************* who signed the lease. The management accepted and processed:1.A renters insurance certificate naming both *** ********* and *** ********.2.A payment of $5,182.58 on October 7, 2024, handled by Mr. ****** in the leasing ********** ******** has consistently demonstrated residency through mail delivery, possession of a building fob, and managements acknowledgment of her presence.However, on November 4, 2024, *** ********* abruptly vacated the apartment, reportedly due to emotional abuse by Mr. ********** Following this, Mr. ********* deactivated *** ********* fob and denied her access to retrieve her belongings. Despite *** ********* attempts to resolve this matter on November 5, 2024, with evidence from a recorded interaction and an eyewitness, management failed to intervene or uphold her rights as an established resident.Issues with Management 1.Misinformation: Willow Bridge and Lincoln Property Company representatives misled *** ******** about police access and protocols for property retrieval.2.Discriminatory Treatment: Management ignored documentation of *** ********* tenancy and prioritized Mr. ********** despite reported abusive tendencies.3.Lack of Resolution: Despite multiple calls to ***** (property manager) on November 12, 2024, no resolution or guidance was provided.4.Misrepresentation of Fees:

  Business Response

  Date: 12/26/2024

  The complainant is not a lease holder.  We must abide by our lease agreement with existing lease holders and cannot provide access contrary to the lease agreement.  We have also tried to assist. 

• Initial Complaint

  Date:12/16/2024

  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.

  Date of issue- November 2024- My issue is with GNATS in my apartment. Property is giving me an issue with some windows that were approved to be installed--The Regional Manager approved 1st contractor quote- Now Im being told they must get 2 more quotes. This was not communicated to me- The Regional Approved the 1st contractors quote given- They are stalling me now- Old windows have molding and are having selant issues causing GNATS to come in through the windows. Pictures were provided. One window also has water damage due to water coming- Now they are making me wait- Even after the Regional Manager approved 1st contractors numbers- This is not my fault or my problem- Im allergic to mold and these windows have molding- Again pictures were submitted to the property and the regional manager. I just these installed now because GNATS will continue coming through the windows- There are 3 bad windows 2 in my bedroom and 1 in my dining room-- I had over 30 GNATS under one window. and water damage on that same window. The fact the property said they had to on 2 other quotes is not my problem- The Regional Manger over this property a approved it I have her email-- So the fact they are making me wait is not acceptable to me. The office needs to advise, and they need this complaint filed against them. No one should have to live like this withe moldy windows and GNATS coming. They just raised my rent to Im paying ******* a month now.. I have had this issue since April of this year coming from my bedroom windows- Management made aware they even came out- I had a lot of GNATS on my bedroom windows at that time- The property just advised me to clean out garbage disposal and use spray - They even had pest control come out- It was a temporary band aid- I asked for the windows to be replaced at the time I was rejected by the property manager. All I want is the property to get these instlalled of me having to wait on 2 other quotes since the windows were apporved.

  Business Response

  Date: 12/23/2024

  We have ordered the windows for replacement, the initial vendor did not guarantee the work, so we took the project out to bid. The windows will be replaced as soon as the materials are ready. This has been communicated to the resident since the complaint was made.

   

• Initial Complaint

  Date:12/15/2024

  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.

  Since I moved in August I experienced mold symptoms but at the time I thought it was allergies or pollution. When my health was not improving even I was home I found visible mold. This was in Nov. but since Oct. I placed 4 work orders and after the 4 - 5 visit the mold was not discovered by maintenance and the management team. When they could not I began speaking to my neighbors below me and 1 had mold in their bathroom and the other had water intrusion in the same area. Now from research they removed a wall in 3 units but won't look into the source. I still have symptoms.I have had a mold expert come and test and they found toxic mold still present. During this time I have been gaslit, builled, harassed and as well as neglected by management and their lawyer. I had to send a cease retaliation.I even received a voilation for not letting code compliance in whom I called it was a misunderstanding.?Now I am asking for a mutual terminate and now I am blocked from communication. The bathroom is contaminated and the air quality is poor. Please repair this fully or let me leave without releasing liabilty. I just need my health to improve.

  Customer Answer

  Date: 12/26/2024

  I created a file: ************************************************************************************************************** that has all the info and proof. 

   

  Business Response

  Date: 12/31/2024

  This firm represents The ********.
  
  None of the allegations in Ms. ************ complaint are accurate.  Attached is a detailed response provided to Ms. ******************* She subsequently submitted a report from her mold expert but contrary to her claims, it did not contain any lab results, and did not find the presence of toxic mold.  Attached is the relevant page from the report she submitted stating NO GROWTH NOTED.  Ms. ************ email was never blocked by my office nor The ********.  She sent frequent emails, typically multiple times per day.  ****************** to her were courteous and professional.  Her responses, by contrast, were rude and unprofessional, and often included personal insults.  She posted inaccurate information on social media in violation of the lease.  She was offered early termination of her lease as a customer service measure, but refused as it contained a full mutual release.  Because she did not have a legal basis to terminate her lease, The ******** would only allow termination with a full release from her.  As The ******** has explained to her repeatedly, she is not entitled to any compensation.  She will be charged for failure to fulfill her lease term according to the terms of her lease.  If you have any further questions, please do not hesitate to contact me.  Thank you.

  Customer Answer

  Date: 12/31/2024

  I am rejecting this response because: 

  Here is a full file of email exchanges and letters between them and I:

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

  Everytime I catch them in a lie they find a reason to retaliate even this response happens to be the day of my move out due to the unit being uninhabitable.

  I dont have to be professional in my responses as I dont work for them and they have harassed, retaliated and bullied me while I was sick after being exposed to mold due to negligence.

  I have caught them in several lies. After they tried to hurt me mentally after physical I began to speak up for myself.

  I am Christian we expose darkness.

  Everything I have said has been the truth.

  I have her a list of the mold found and gave her the experts number as I knew she would find something to flip it into a narrative they cant back up with proof.

  It tested positive for mold and they even gave me a letter of the mold remediation that was done poorly. 
  

  Every time I have tired to reason like as to be moved I was gaslighted, when I asked them to test they refuse. Every thing I say they turn it around and then they sent me a violation after I called code compliance which is illegal.

  This file will be updated: ************************************************************************

  With more testing and court documents if applicable to prove everything I am saying.

  Its would have been nothing if everyone would stop lieing and just do their job. 

  Customer Answer

  Date: 12/31/2024

  Just attaching more contradicting statements. Here is also all files: ************************************************************************

  Once more test have been completed I will upload it. 

  Customer Answer

  Date: 01/03/2025

  Just attaching more details to the matter as to why it takes an call with an the experts on the mold test. Their management team dropped the ball on several occasions trusting them has failed me. I am unsure they know what mold looks like or what its capable of or have to pretend to be blind so they are not liable. As stated I found the mold on my own after 4 visits from them. Also the mold test was done after remediation after they replaced the wall so the expert did not see what all that was there prior he did note the few he seen but wether visible or not mold spores can be present. Pictures are available here: *************************************************************************************  

  In two - three weeks I will have more results back as I tested again before I left. As well have seen a doctor for a 4th time. In her response she states I won't be compensated. I have yet to ask for compensation other than to find source and or move under a mutual agreement. They wanted me to release liability but I could not assess my health living there. I still was waking up with chest tightness, chonic nose stuffed and congestion. The cycle prior to the remediation was beginning again and I could not stay knowing it was going to me fatigue, restless, IE sick again and unable to work. 

  Customer Answer

  Date: 01/04/2025

  Right when stated I wont release liability they started to for more things to retaliate with. I deleted my review but again they did tried to give me another violation. They had a lawyer only respond and ignore me before I even hired a lawyer again retaliatory and illegal.   

  Customer Answer

  Date: 01/07/2025

  Since this this complaint is now headed to court I want to remove this complaint. It will not be resolved here. 

• Initial Complaint

  Date:12/05/2024

  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.

  We went for clarification about our new lease before we signed and were told we would be paying one amount, then our portal shows we owe over $100 more monthly. They have lied multiple times to our face, and now the manager keeps avoiding us when we try to talk to her and find a resolution. This is far from the first major issue involving this management team since they took over a couple months ago. It would not surprise me if there are other complaints to the BBB because we are hearing from our community that these same surprise charges are appearing on their portal when they try to pay rent. Please help us, we don't know what else to do.

  Business Response

  Date: 01/06/2025

  We are truly sorry to hear that you have had a negative experience, and we want to assure you that Charleston Hall management values all our residents. Our team is always here to assist with any questions or concerns you may have.
  Per the Lease Agreement you signed, your rental rate was set at $1525. This rate does not include additional fees for utilities (water/sewer, trash, pest control, and electricity), which are outlined in the Utility Addendum of your Lease Agreement. These fees, along with the rental rate, were also visible in your online portal, and we believe this may be where the confusion arose.
  Please know that our associates have the best intentions and always aim to support our residents. We understand that changes can be difficult, but we also ask for mutual respect and understanding in all interactions. We cannot allow any resident to enter the office and engage with staff in a disruptive or aggressive manner, as we want to maintain a professional and productive environment for everyone. Our staff is small, and we may have prior appointments, so for the future, we recommend scheduling an appointment to ensure we can dedicate sufficient time to address your concerns.
  At ***************, we are committed to maintaining the highest ethical standards, and our goal is to ensure that all residents have the best possible living experience here. We appreciate your understanding, and please feel free to reach out with any further questions or concerns.