Complaints

This profile includes complaints for Bay Property Management Group Northern Virginia LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Bay Property Management Group Northern Virginia LLC

  5105K Backlick Rd Annandale, VA 22003-6066

  
• 

  Bay Property Management Group Northern Virginia LLC

  5105-K Backlick Road Annandale, VA 22003

  
• 

  Bay Property Management Group Northern Virginia LLC

  14127 Robert Paris Ct Chantilly, VA 20151-4203

  

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:09/22/2023

  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 am having a dispute with my property management company about our security deposit. I posted a short synopsis of the situation on NextDoor and someone suggested I should try to reach out to the Tenant-Landlord Commission of Arlington to attempt to mediate this disagreement. In short, our property management company garnished $2,980.00 of our $3,300.00 deposit primarily to repaint the entire interior of the home after we fulfilled our 1-year lease. I can provide more information and receipts. We tried to dispute them as we do not feel we should be held responsible for the whole house repainting. They gave $817.00 back but they still have most of our security deposit and are using it for painting. Please see invoices. I do not think these are itemized property and the math does not add up. This house was built in 1948 and has barely been touched since. The representative from Bay Property Management Group noted on his inspection the buckling of the walls. We hired a professional cleaning company, a professional carpet cleaning company, and a professional lawn service to get the house ready for move-out per BPMG. In the move-out instructions, it is specifically noted not to paint or patch any holes in the walls. Please let me know what other information you would like me to provide. 

  

  Business Response

  Date: 10/03/2023

  Upon our initial move out inspection, the homeowner felt that $2800 was a fair amount to charge back to the vacating tenants. The home had been painted entirely prior to their move in on 8/12/22. Another charge was added in the amount of $180 due to replacing the storm door closer that was broken.
  
  After review, charges of $817 should have been charged to the homeowner as this was found not to be tenant damage, rather just cracked and buckling areas on the wall. However, there were still areas of tenant damage, which included heavy scuff marks, what appears to be spilled soda residue, in addition to sticky items attached to the wall leaving residue behind.
  
  At this time, the homeowner has agreed to refund a total amount of $1,485.28. Checks have been split between the 3 residents and have been sent out via US Mail.

• Initial Complaint

  Date:09/12/2023

  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.

  Bay Property managed the property we were renting before our recent move to **********. It took them two months to even receive our security deposit. However, when we finally received it, it nearly half the amount where they justified they lesser deposit in order to make certain improvements to the home. Keep in mind the house was not up to code, posing potential harm to us and our newborn. We should not be paying the for the owner's home improvements who ended firing the property management company in question due to terrible business practices. (E.g., weed removal, door stoppers that never existed, and door locks that had to be changed due to being fire exit hazards.) We are simply seeking there rest of our money back sans perhaps a deduction for minor window blind repair that would require us seeing an itemized receipt.

  

  Business Response

  Date: 09/22/2023

  After discussing this with our management team, it appears as though the homeowner will be refunding some funds they withheld back to the tenants. The owner moved back into the home and we no longer manage the property, so the owner will be sending the tenants a refund check directly. The check will be in the amount of $875, as the owner feels as though the charges for cleaning and wall repairs stand.
  
  Anytime that we have a MOI completed, our property managers share this with our clients, review all work orders, any move in inspections, and provide their recommendations to our clients as to what should or should not be withheld from a deposit. Because we no longer have an active management agreement with this client, it created a lot of back and forth between the previous tenants and the homeowner. At times,we had to wait for the homeowner to respond before we could provide an update to the tenants.

  We are also sorry to hear the tenant didn't receive the deposit for 2 months. The check was sent from our office 42 days after the lease expired and the lease provides a 45 day turn around. When we mail the check, there can be normal delays within the mailing system. 

• Initial Complaint

  Date:02/10/2023

  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.

  Property Management uses unlicensed realtors to carry out illegal practices in the State of Virginia.

  

  Business Response

  Date: 03/07/2023

  All leasing agents with Bay Property Management Group of Northern Virginia are licensed to practice real estate in the state of Virginia. 

• Initial Complaint

  Date:12/20/2022

  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 began working with Bay Property Management in late October 2022, and although there have already been a number of problems with their service (which I am documenting), this complaint is only regarding the most recent one. I told the company that there was an electrical wiring issue, and that I would like them to have someone fix that problem. My contract specifically says that they are supposed to notify me of any work that is over $100, and that it will be approved by me first. On November 9th, they charged me $225 to have three lightbulbs replaced in my kitchen/dining room. So they didn't address the actual problem, they did the work without getting my approval, and they used my money to pay a contractor $225... to replace three... lightbulbs. They originally admitted their mistake and stated they would not charge me for this, however I could see on my account that the charge was still there. After waiting six weeks (Dec. 19) of asking them to remove the charge, they changed their minds and said this charge would be allowed. Aside from the ridiculous amount they pay contractors to change lightbulbs, they have already breached our contract in less than two months. The invoice is attached which clearly states the contractor supplied and installed three lightbulbs for $225. I wish I had read the complaints on BBB before selecting this company. For anyone reading this, be sure to also review the list of complaints for BPM's office in the Baltimore, MD area.

  

  Business Response

  Date: 01/16/2023

  Tell When we took over managing this property back in October of 2022, the homeowner stated that there were lights in the dining room/kitchen, that seem to be having issues, as she just replaced the lightbulbs, and they have gone out again. She thought this could possibly be an electrical issue and asked if we could assist her with this. We sent out ***, our vendor with ******************** After going to the property, *** recommended replacing the current bulbs with LED ones. Per the electrician,The current bulbs in the fixtures are regular light bulbs that contain a filament in them and since the lights are up in the ceiling when someone is walking upstairs, it is causing the flooring to shake the ceiling below and cause the bulbs to burn out. *** then went on to state that replacing with LED lightbulbs would be the easiest and cheapest option for now. However, he did offer to provide an estimate to pull each light down separately and go through all the wiring on each one, to see if there is an actual wiring issue. However,the owner declined this option, and stated to not move forward with anything further, unless the renters have an issue. At this point, new renters took occupancy of the home on 12/12/22, they have not once mentioned an issue with light bulbs going out in the dining room/kitchen area. Though they have mentioned some other items that they would like to have addressed.
  
  The homeowner specifically asked that we assist her with the electrical issue, which we did.Our contractor had to visit the home, to see what was going on, and provided his resolution on fixing the problem. Please refer to the attached email correspondence, where the homeowner states to wait to see if the renters complain. Currently, they have not. For this reason, we do not feel what a refund is warranted.

  Customer Answer

  Date: 01/22/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  I am rejecting this response because: This response is inaccurate and includes information that was never provided to me. I did not receive any indication that the electrician did anything more than replace lightbulbs, and the explanation about filaments burning out from walking upstairs was never provided to me by phone, email, or even a physical letter. When I asked if anything else was done, my property manager had no additional information. I never received any second estimate to examine the wiring of each bulb, the only offer I received from my property manager was to install new bulbs.  I did not agree to new light bulbs since this did make any sense and seemed like a waste of time and money, which is why I chose to let the renters decide if the wiring was an issue for them.

  I originally asked about the wiring issue and I was given new lightbulbs with no additional information, and then a second offer for more lightbulbs. If nothing else, this clearly shows the overall poor quality and lack of communication by Bay Property Management. Every step of this single incident was executed poorly by BPM, and most importantly, the estimate exceeded the approved amount agreed to in our contract. They should have provided an explanation of work and estimate to me prior to doing any work, which is why they owe me a refund. 
  
  Regards,
  
  *****************************

  

  Business Response

  Date: 02/08/2023

  While our Director of Operations did speak with you over the phone and discussed the reason behind the charge; our management team did have a chance to discuss, and we are going to credit your account the $225 for the electricians invoice. An owner credit has been submitted at this time, you can expect to receive that once your property is completely closed out on our end,and you are sent your final disbursement.

• Initial Complaint

  Date:10/09/2022

  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.

  Bay property management group should simply NOT be in business. We made the mistake of hiring this company for the purpose of managing our townhouse and the problems started immediately. They went through 3 "property managers" within 1 year for our property. This was a continual problem for our renters from day one with that level of turnover. I can only imagine because of how horribly this company is run people leave constantly. This immediately looked poorly on us as our tenant had to deal with new relationships three times in a one year lease. All but one of them was even remotely responsive. They are slow to get projects done, use unknowledgeable vendors and our contacts don't follow up and even more head scratching, they promoted one of our worst managers to "Director of operations". On top of everything else, this individual told us from day one that their own billing system is so poor for the owners that they have numerous people requesting monthly calls because they don't understand it. To top it all off, we had to hire a lawyer to get our tenants security deposit back that they REPEADTELY ignored our communications and defied the window that THEY set to disburse it. This was not only unethical, it was egregious enough that a lawyer took the case and had to communicate with them directly so they could do their legally required job, to disburse the check to our tenant. To make matters worse, they gave up their responsibilities and refused to send it directly to the tenant, only to us. This game went on with them for weeks and put us in a position to have to hire legal help. DO NOT HIRE THIS COMPANY they are unethical, dirty in how they do business and at best, incompetent.

  

  Business Response

  Date: 03/23/2023

  From: ********************************** <******************************************>
  Date: Wed, Mar 22, 2023 at 4:48 PM
  Subject: RE: ********************* (********)
  To: *********************** <***************@mybbb.org>
  
  Hi *****,
  
  Please see our response below: 
  
  These owners came on board with our company in 2021. *************************** was the property manager at that time. She then received a promotion, which is why they were reassigned to a new property manager. Unfortunately, that property manager had to leave due to family issues. He wanted to stay on board with us, but was unable to dedicate his full attention to his job. The owner expressed concerns with their 3rd property manager, but *************************, Director of Property Management, spoke with **************************************** directly over the phone and asked if she and *** would be interested in getting reassigned to a more seasoned manager. However, ***** declined that offer, as they did not want to put their tenant through having a 4th manager to contact. Instead, ******* informed the current manager at that time to loop her in on all email communication, to which she obliged.
  
  Following the owners termination notice, we completed a move out inspection of the property and the homeowners specifically asked us to hold off on processing the tenants deposit until they informed us of the damages they wanted to charge. Due to the conflicts in the relationship and distrust the owners expressed in BMG, *************************** decided that BMG would provide the security deposit to the owner so they could disperse to the tenant directly. The move out inspection was completed on 8/24/22 and the final disbursement was sent to the owners on 9/19/22. We provided the final disbursement in less than 30 days from tenant move out to allow the owner time to complete their own security deposit itemization which is required to the tenant no later than 45 days after lease end. Per their management agreement, BMG has 60 days following termination to return all funds. We exceeded that requirement. The owners expectation of receiving the funds immediately was not possible, but BMG worked to ensure the funds were received as soon as the management close out was completed and with a faster turn around time than our contract required.  
  
  Thank you,

  *********************************
  
  Director of Operations
  
  Bay Property Management Group
  
  1114 St Paul Street, 1A
  
  Baltimore, MD 21202
  
  ******************
  
  ******************************************
  
  ********************