ComplaintsforBridge Property Management, L.C.

• Initial Complaint

  06/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I lived at a Bridge Property Management location for two years until 11/1/23. Upon move out I provided them a new mailing address and any further information they would need from me. I am now in a new state, applying to a new apartment and there is an unsatisfactory notice on my credit report saying I owe the apartment $737. This was never told to me and now it is affecting my future of renting as well as my credit. I have tried to contact the location, which is Cambria in ***************, and left various messages for both Cambria and Bridge Property Management. If I do owe this money, I would like to know what it is for, and if it is legitimate, to pay Cambria only and not the collections agency, and have this removed from my credit report.

  Business response

  06/24/2024

  Hi,

   

  Thank you so much for reaching out. We have sold the Cambria property, but, regarding the aforementioned issue I have reached out to the former VP of the property.

• Initial Complaint

  03/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Bridge Property Management erroneously charged a $75 "***" fee for "insufficient funds" when there were sufficient funds in my account.For background, I offered my sister assistance in paying her rent while a situation was being sorted out with her bank involving computer fraud. I logged onto the Bridge Properties' payment portal and entered my checking account information and authorized payment of $548.23 from my bank account to pay part of her rent. I then logged onto the portal the next day and paid another $1,000 via my bank account. I authorized both transactions on the website and then selected the option to not store my bank information on the site because I did not intend for these to be recurring payments.In checking the site afterward, it appeared that the payments were in process. But nearly a week later, Bridge Property Management sent notice that the payments were returned for *** for insufficient funds. I then checked my account and noted there were more than sufficient funds to cover the payments I had entered onto the portal but there had not been any payments made or attempted via the portal from my account. I later called and spoke with ********, one of the property managers, who confirmed the *** or insufficient funds charges. I called my bank and they confirmed there were no attempts to debit my account for either payment, therefore any *** charge would not be warranted.I sent an email to *****************************, regional manager with Bridge Property Management, asking for the erroneous fee to be reversed and she declined to do so. She responded that the bank information was missing a number, therefore the bank draft/payment could not be made. I asked for evidence that the bank draft was attempted on my bank account but was rejected due to insufficient funds and she did not supply that evidence. Bridge Properties is improperly charging an insufficient funds fee.

  Business response

  03/22/2024

  Hello, 

   

  Thank you so much for reaching out and bringing this issue to our attention. I am extremely sorry to hear about the *** fee that you were charged. 

   

  If you would kindly let me know which property you reside at I would be happy to have someone from our corporate management team get in contact with you regarding your complaint.

   

  Thank you,

   

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

  Resident Services Manager

  Customer response

  06/12/2024

  Thank you for your message.

  This complaint was in reference to the Sunset Three Twenty apartments in ***********, **********. Weve already discussed this with the property management team and they would not resolve it, but it would be greatly appreciated if they reconsidered. 

  Thank you. 

  
  

  Sent from my iPhone

  Business response

  06/24/2024

  Dear Consumer Resource Specialist:
  
  This response is related to File No. ******. The rent payments in question for Unit #*** were paid via Domuso (the propertys online payment portal) on March 3, 2024 and March 4, 2024 in the amounts of $548.23 and $1,000 (collectively, the March Payments).
  
  On March 11, 2024, we were notified by ****** that the March Payments were returned. Enclosed herewith are screenshots of Domusos Payment Details showing the March Payments were Returned. That same day, *****************, an assistant manager at the property, called the resident to inform her that the March Payments were not processed/returned. On March 12th,  the residents sister (*************************) called the property and spoke to ************** regarding the March Payments. During that phone call, **************** confirmed that she incorrectly entered her account information into the online payment portal.
  
  As a courtesy, the property agreed to waive all late fees the Resident incurred,which totaled $135. However, pursuant to Paragraph 6 of the residents Lease Agreement Contract (Lease), she is obligated to reimburse the property in the amount of $45 for each returned check or rejected electronic payment. Upon pulling the residents Lease to prepare this response, we discovered a mistake in the terms. Our returned check/rejected electronic payment fee is $75 for each occurrence; however, her Lease incorrectly indicates that it is $45. We will, of course, honor the terms of her Lease;and, therefore, have already initiated a reimbursement to the resident in the amount of $60. For reference, the first page of the Residents Lease is enclosed herewith.
  
  For clarification, we would also note that the property routinely refers to returned payments as NSF or insufficient funds because the funds were not available at the time the system attempted to complete the transfer.
  
  Please let us know if you have any questions or if we can provide additional information to assist in the resolution of this matter.
  
  Best,
  
  *****************************
  Regional Manager,
  Bridge Property Management
  *****************************************************

• Initial Complaint

  01/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am filing a complaint due to my rent being increased with no notice. I was in a year long lease from 10/14/2022-10/13/2023 at the Tanque Verde Apartments managed by Bridge Property Management. I was paying a base rent of $722/mo. My lease went month to month on 10/14/2023. I was provided written notice on 7/20/2023 and 10/2/2023, that my lease would turn month to month with an additional fee of $250/mo. I have been charged the $250/mo in addition to having my base rent changed to $895/mo. I was told by local office management that this was due to the base rent (originally $722/mo) changing to market rate. However, I was never notified this change would occur and needed to be provided written notice at least 5 days before my lease contract ended in accordance with the lease terms. I am seeking a reinbursement of the overcharges between 10/14/23 and present. If settled by 1/31/24, this total will be $619.54. If settled by 2/29/24, this total will be $792.45, as I continue to pay monthly rent. I have contacted local office, city management, and state management with no success in resolving my complaint.

  Business response

  01/30/2024

  We informed Ms. ****** *** on July 20th, 2023 that her lease was coming to an end on October 13th, 2023. We offer 3 options, provide us with a notice to vacate 60 days prior to her lease ending, renew her lease or go month to month. Ms. *** chose to go month to month. Per our renewal letter, “If you are unable to stay with us and plan to move, please remember a 60 days written notice to vacate is required. If you are unable to sign a new lease agreement at this time, your lease will automatically be renewed on a month to month basis with an additional fee of $250.00 effective 10/14/2023. Please note, this option still requires a 60 day notice to vacate.”  Our lease also states “This lease contract will automatically renew month-to-month with increased rents and lease charges unless either party gives a 60 day notice.“

  Customer response

  01/31/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  

  Yes I agree that I received a notice on 7/20/23 that if I chose to go month to month I would be charged $250/mo in addition to the stated fees listed in my lease. I agree to that charge. However, I received no notice, either written or verbal, that my base rent would change from $722/mo to $895/mo. I am requesting a refund of this difference ($173/mo) that I have been charged during the months of October, November, December, January, and as of tomorrow February. 

  
  Sincerely,
  
  ****** ***

  Business response

  02/01/2024

  The renewal notice informed the resident that she would renew at a month to rate. Our lease also outlines the month-to-month stipulations. We will not be refunding any rents paid, as the resident is on a month-to-month status and are being charged appropriately.
  

  Sincerely,

  
  Brianna M***
  Regional Manager
  

  
  

  Customer response

  02/02/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  The renewal notice I received 7/20/23 states "If you are unable to sign a new lease agreement at this time, your lease will automatically be renewed on a month to month basis with an additional fee of $250.00 effective 10/14/2023."

   

  My lease outlines terms for "Renewal" in paragraph 3. It states: "This lease contract will automatically renew month to month unless either party gives at least 60 days written notice"
  

  
  Neither the renewal letter or lease terms state that my base rent of $722/mo will change upon a month to month contract.

  
  I am not being charged appropriately according to the lease terms and notices received.

  
  
  Sincerely,
  
  ****** ***

  Business response

  02/05/2024

  We have done everything we can to rectify this situation. Unfortunately there is nothing more that can be done.

• Initial Complaint

  01/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Sevenlakes at Carollwood, *****, ** We have been consistently trying to get a hold of management regarding our owed security deposit. We have been told that we owe a balance (no communication went out about this, we were only informed because we called inquiring about the security deposit) and our deposit is being withheld. However, upon move out we were informed that this balance would drop off after our move out date and we would receive a check for our security deposit within 45 days of move out, as well as an itemized list of any deductions taken from the deposit. This owed balance was left on the account due an incorrect amount in the system and we were told that due to the system/property management change it could not be adjusted. We were given the correct amount to pay on a handwritten sticky note and, again, were informed the difference would drop off and nothing more would be owed. I have email communication and have forwarded them to the office multiple times for them to research and we still have no resolution.

  Business response

  02/14/2024

  There was an incorrect insufficient notice penalty charged that has since been reversed.  We verified a forwarding address and have processed the refund.  The resident was made aware of it on 1/25/24.

   

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

  Resident Service Manager

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

  e: ********************************************************

  BridgePM.com 

   

  

  Customer response

  02/14/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **********************

• Initial Complaint

  12/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I resided at Laurel Hill Preserve for a year with good standing. I was a good tenant and upon move out it was confirmed that no damage was done to the property. I resided in the apartment as I completed my college degree. The date of my move out was Aug. 18, 2023. For August, I was asked to pay a prorated amount amount which was calculated by the leasing office for the days I actually occupied the apartment which totaled near $1100. This was paid immediately after informed near the first of the month. Shortly after paying this amount, the leasing office updated the account balance to $0. The move out was successful and everyone moved on, however now, 4 months after move out I am receiving a letter with an invoice attached stating I owe a balance for rent and utilities (the invoice is also clear that there was no cleaning, damages, or key charges) for $727.25 dollars and after contacting the assistant property manager Karen P***** several failed times via phone, in person, and email, no one has given me an explanation as to how it is possible I owe the property any additional rent. In the email sent to Ms P*****, all supporting documents were provided (I.e. screenshot of account portal stating $0 balance, rent payment verifications, move out completion documents, and receipts) Since receiving this email from the property, I have also noticed that this amount has also been applied to my credit report, in which I have excellent standing, which is absurd when the only attempt at informing me of such charges was not even 2 weeks ago (approximately Dec. 14). I do not owe any additional charges to the property and am disappointed that the lack of responsibility and follow up is causing me to suffer credit and credibility damage. My hopes are that the amount is removed from any accounts I have had with Laurel Hill Preserve and I am emailed and mailed a certified letter stating that this was in error and no remaining debts are owed.

  Business response

  01/08/2024

  Good morning,

  I am writing to provide an update on the situation with the resident who recently contacted the Better Business Bureau (BBB) regarding a claim from the National Credit system. This issue stemmed from an error in her move-out statement from Laurel Hill Preserve.
  
  To address this matter, I have escalated the resident's account to our accountant, Josean, for a thorough review. Following his examination, we made necessary adjustments to her ledger on January 3, 2024. These adjustments reflect that the resident does not owe any outstanding amount to Laurel Hill Preserve.
  
  Furthermore, to clear any misunderstandings and rectify the situation with the National Credit system, we have sent a detailed email to them. In this correspondence, we clarified the error and confirmed that the resident has no pending dues with us. This step is crucial in ensuring that her credit record is corrected, and no unwarranted claims are made against her.

  Customer response

  01/08/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  11/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  10/24 - 10/31 I moved into my current apartment on 10/24/23 and upon moving in I noticed a few dead bugs and thought nothing of it until the next day when I saw 7 living bugs. Each day after I've seen 5-15 bugs a day. I mentioned this to my leasing agent Andrea who informed me pest control only came out once a week, on Tuesdays and that she would put in a ticket for them to come back in the following week. Pest control lied and said they came in on Tuesday 10/31 but they didn't I was home all day and no one came. — the bugs have been consistently coming in the kitchen and bathroom. I haven't felt comfortable cooking in my kitchen because of the bugs that come out and crawl on the counter and walls therefore I've been forced to dine out and stay with friends. Management sent out pest control today 11/1/23 at 9:40am and they claim they sprayed the baseboards in the bathroom, kitchen, and living room as well as the front door area, patio door, patio, and behind my refrigerator. Andrea, the leasing agent said they will be back on 11/7/23 to do a clean out spray which will spray for pests in my cabinets behind the refrigerator, and stove, the baseboards, and the patio. She also mentioned that her manager said they could waive my pest control fee of $4 for the month. This isn't enough in my opinion, yes I am grateful to have pest control come out to spray but that doesn't make up for the fact that I haven't been able to stay in my home comfortably and also cook and feed myself at home due to the amount of bugs seen daily in my apartment. I'm asking for a discount on my rent since I haven't truly been able to stay here daily and cook meals in my home without there being a bug coming out. I'm asking that they take off $247.80 off of my rent. I got this number by dividing my rent price $1,062 by 30 days (typically how many days are in a month) and that gave me $35.40, and then I multiplied that by the amount of days i've been living in the unit, which is 7 days.

  Business response

  11/20/2023

  I am unable to see an address or property name in the complaint. Unfortunately we cannot assist without this information.

• Initial Complaint

  11/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I moved out of the ********************* complex September 22, 2023. It is November 16, 2023 and I still have not received my security deposit back.

  Business response

  11/17/2023

  *******, thank you for bringing your concern to our attention. On 11/15/23  we issued a new check and ***** overnighted it to the address your provided. If you did not receive this check please contact the property manager directly via email at **************************************************** 

• Initial Complaint

  10/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I moved into Array South Mountain apts on 8/1/21 and signed a 13-month lease and paid $1,343 security deposit. At renewal, I signed another 13 month lease, and 60 days before it was up, I gave my notice of move out for 9/30/23. It is now 10/28/23 and I still do not have my security deposit back. Of course they tried to scam me and charge me for things like $80 for an extra key which they never gave me, and they put my move out date as 10/1 and tried to charge me an extra day of rent plus tax and utilities. No matter what day or time of morning, afternoon or evening I call, they never answer the phone. They do not respond to emails either. This has been their MO the whole time I lived there. There was one month where they double charged for utilities and it put me negative in my bank account. I told them I needed the money back but they would not give it back to me, they just saved it for the next month. They didn't care that they made me go overdrawn in my account! No one really cares about you there. They make you pay a gas charge every month when there is nothing gas in the apartment at all...not even the water heater. They said it's for the grills outside in the common areas, which I never ever used and you would think that the apartment rent would cover that! You buy your own light bulbs, which is typical... However, they use these weird two-pronged light bulbs that I've never seen anywhere else, and I had a couple brand new ones left over and they would not buy them from me. I am just disgusted with the lack of communication with the office. They always say they are busy... But why don't they ever get back to you?

  Business response

  11/01/2023

  There was an unfortunate miscommunication, Ms. ****** should not have been charged for the extra days or missing keys.

   

  We are adjusting her refund to reflect the proper refund amount.

  Customer response

  11/01/2023

  
  Complaint: ********
  
  I am rejecting this response because: It is ridiculous to say it was a misunderstanding. It was a clear attempt to swindle money out of me. Not only that, I was charged for painting the cabinets, yet, your website clearly states that you replaced the kitchen and bathroom cabinets in this exact apartment. So either you are lying to me by saying you painted the cabinets, or you are lying to the general public and committing false advertising. I also want back the amount you charged me for supposedly repainting the cabinets.

  Also, why did I have to call multiple times just to be told the first check was finally sent on October 27th? It is now November 1st and I still do not have it. Was it really sent? I doubt it...

  
  Sincerely,
  
  ****** ******

  Business response

  11/13/2023

  I am very sorry that you feel that way, That is most definitely not the case. I am not sure where you read that we replace the cabinets because that is not something that is being done. Can you please send over where you saw that? We may replace the cabinet doors when necessary, and during a turn, painting the inside of the cabinets is a step that is done when needed based on their condition.
  
  As for the check that is sent by the corporate office and is sent through USPS, if there is a delay with them unfortunately, we do not have control of that. The correct check should be thee soon.

  Customer response

  11/13/2023

  
  Complaint: ********
  
  I am rejecting this response because: I am attaching proof, AGAIN... AND I HAVE ALREADY SENT IT TO THE APARTMENTS. You stayed on your very own website that my exact apartment got new cabinets. Also, by law you have 14 days to give me my check and the first one wasn't dated until 27 days after! It has nothing to do with a delay with the mail system. Take ownership!

   

  I intend to sue you for double because you did not give me my money in a timely fashion.
  
  Sincerely,
  
  ****** ******

  Business response

  11/14/2023

  If there is an intention to sue we must cease all communication. Please have all future communication go through our attorney ***** ****** ***.

• Initial Complaint

  10/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I leased from this company at their Palms of south mountain location for 2 weeks shy of 2 years. During that time repairs were never handled in a timely manner, I was never given notice of when maintenance would show up, and many repairs were never handled at all. But the bigger problem happened at move out. I was never given a final walk-through even know I asked for one 2 times but they ignored me and did it without me. Then a month after moving out I received a bill for 1k. On this bill there was a large amount of incorrect charges that went against my lease. First I went into my portal right after moving out and it had around $119.39 of charges and said it was the final utility charges, I paid this right away, well when I received the 1k in charges they had changed that final utilities charge I paid and had it labeled in the payment portal as a rent payment now and recharged me all the final utilities. Next item is I was being charged a package service fee the last few months of my lease and when I went to address it when it started charging me I was told that would only be added into my lease and payments if I renewed and it would all be refunded to me. It was never refunded and they even added another charge for it to my final bill Next item they are trying to charge me for is a carpet clean. I was told that I needed to submit a receipt that I had the carpets cleaned before I left and they would take it off but no where in my lease was this stated. I carpet cleaned once a month the entire time I lived there. Next item was charging me for a full paint of the apartment, I asked for proof of this and all they sent was the small marks on my walls from decor and tvs. Per my lease I was allowed a reasonable number of marks/holes for decor. I had one tv in each room and 2-3 pictures per room. Next item was a cleaning charge. I asked for proof and they sent one dirty cabinet, one wall with some dirt and then a shelf that is taller then me and then the Underneath of the sink water stains that were noted on my move in items that were damaged. I had a cleaner come in before I left and spent $150 on the cleaning. The items they showed were very small and when I received this apartment there was 15 dead roaches and dust and dirt on everything that I had to personal clean. I left the apartment in better shape then I received which was what my lease called for

  Business response

  11/06/2023

  The resident received her move out statement  with her final utilities along with damages left by the resident after moving out. The team thoroughly explained each charge and provided pictures taken after she left by our maintenance supervisor, along with the charges from outside vendors to get that unit back ready for a new move in. The assistant manager did go over her lease how unit is expected to be after resident turned in keys.

  Customer response

  11/09/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  it does not explain why they are charging me the items in my compliant that are against my lease.. that explains nothing about why this business is charging me items that are clearly not listed on my lease. As I stated in the complaint I submitted with the BBB that the charges were against my lease and no where on my lease was there anything supporting these charges. That statement does not give any support or proof to these charges that I have proved are against my lease and not legally allowed to be charged to me. This company has done to this other people and not just me, they know they are in the wrong. I want to see proof to every issue I submitted in this BBB complaint that every charge is a legal charge within my lease and an explanation on the double charges and package fee charges that I was told would be removed and refunded that never were. 
  
  Sincerely,
  
  ******** *****

  Business response

  12/04/2023

  The resident received her move out statement with her final utilities along with damages left by the resident after moving out. The team thoroughly explained each charge and provided pictures taken after she left by our maintenance supervisor, along with the charges from outside vendors to get that unit back ready for a new move in. The assistant manager did go over her lease how unit is expected to be after resident turned in keys.

   

  The onsite team has gone over the lease and charges with the past resident.

  
  Unfortunately, there is nothing more that we can do.

   

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

  Resident Service Manager

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

  e: ********************************************************

  BridgePM.com 

   

  

   

  
  
  
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• Initial Complaint

  10/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  At the Allure North Dallas complex, the remotes for the entry gates were deactivated and replaced with a phone app. When I told the leasing office I did not have a smartphone to install the app, their solution was to tailgate behind someone. The lease I had when the change was made, and the lease I signed after the change was already made states that the entry gates will be operated by a remote the tenant must purchase for $50. Meaning the apartment complex is currently violating the lease.

  Business response

  10/31/2023

  We provided the resident with a remote.  The resident is satisfied with the resolution.

  Customer response

  11/02/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *****

*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. ↩