ComplaintsforBear Property Management, Inc.

• Initial Complaint

  07/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Bear Property Management and specifically the team at the Prairie Apartments location have have violated Wisconsin statute ****** and has violated terms within our lease and has failed to provide habitable living conditions.7/25, there was a bat in the hallway of our apartment building, to which my partner called the emergency maintenance line and informed the maintenance worker of the bat, as well as emailed management to let them know of the bat. Prior to returning to the apartment, management - ***************************, informed my partner that the bat had been removed. Upon entering the building, the bat was still there. A resident had trapped it between 2 windowpanes for the night. On the morning of 7/26, a resident opened that window, setting the bat free within the complex. Not only did management falsely confirm the ridding of the bat, but also failed to act with urgency. When calling, the office was unaware of the bat after multiple phone calls and emails with management and maintenence.7/23, we received notice that we would be without water for 2-3 days due to a chlorination treatment starting 7/26, and that the water would not be safe for skin and that hot water may not be ran as it would damage the water heater starting. On July 29th, the water was still testing too high for chlorine levels, as well as all water pressure was gone in the building - this includes no flushing of toilets.The water pressure is still down, and we were just notified that it would not be looked at until 8/1. Going on day 5 of no water use for any showering/bathing, doing dishes, consuming/cooking, etc. which violates Wisconsin statute ****** and constitutes the building as uninhabitable. There has been very poor planning of the situation as the management team, specifically ***************************, has not offered bottled/galloned water, no reimbursement for water, no resources to provide showering/bathing, and refusal to offer reduced rent for the duration of the water outage.

  Business response

  08/01/2024

  Well repairs were scheduled to begin Friday, 7/26/24, in the afternoon and possibly continue into Saturday morning. Residents were without water for that period of time, so we offered them 3 days notice to make preparations for their household. That notice was sent out to the entire property on 7/23/24. After the repairs were done, water was turned back on Saturday morning, but the system was chlorinated. This chlorination of the system restricts the usage of the water.This was outlined in the initial notice for residents specifically on how they could or could not use the water until we receive a safe test result from the ****
  Before we could receive that safe test result, Monday night, 7/29/24, the well had a malfunction and shut the water off to buildings 8703 & 8701. Tuesday morning, 7/30/24, upon finding the no water situation, maintenance reset the well pump via direction from the well company. This reset the system and water was restored. The well company was looking into the possible causes of the malfunction.
  Tuesday night,7/30/24, the well malfunctioned a second time, and maintenance reset it first thing Wednesday morning, 7/31/24. However, the reset did not restore water for very long. Shortly after there was yet again, no water to buildings 8703 &8701. At this point, we have the well company expediting parts from *********,** to make those repairs happen today, 7/31/24. We have delivered cases of water to each effected unit due to the lack of any water in their units.
  
  We are still pending a safe test result from the **** as well as pending repairs to the well pump.
  

  The bat has been removed from the property. 

  Customer response

  08/01/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  02/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was a resident at *********** Apartments at ************************************************************************ for 1.5 years and I broke my lease on 11/14/23 with the permission of the property Management of *************************** and *****************************. The agreement was that I would be responsible for paying the remainder of the lease of $5,642 until my lease were to expire on 4/30/24 or less if someone else were to sign the lease for the vacant unit before that date as it was immediately relisted on their website as available. I asked about whether the entire amount was due upfront or if I could still make monthly payments on the balance like a normal rent payment to pay it down and I was advised by ****** (proof attached) that I could pay it down monthly. I noticed however that since I was no longer a resident that I didn't have access to the original portal and that the portal I was to make a payment through was much different. This new portal worked for my first payment submittal towards the balance at the end of November and has not worked since. I have brought up this manner numerous times to them via email and I have an email chain of 21 back and forth responses with no resolution of how to submit a current payment. On Friday February 2nd, I received a letter in the mail from a debt collections company called Rent Recovery. They claim to be working with The Mariner to collect payment on the entire balance. I immediately emailed The Mariner asking why I would be sent to collections for a balance that is not even due yet but of course, I have not received a response. My credit score is over 800 and I have never missed a payment for anything in my life. The fact that my balance was sent to collections before it was even due is completely reckless. I was told that I could make payments towards my balance and that it was due by 4/30/24 only have it to end up in collections months in advance. I need this removed from collections and an expectation of how to submit my payments.

  Business response

  02/10/2024

  2/8/****
  
  *********************
  ***************************************
  PO Box 8911
  ******* ** 53708-8911
  
  RE: *************************
  File#******
  
  Dear *****,
  

  **************** was a resident of the Mariner where he resided at ******************* Unit 08.   5/28/2022 to 11/14/2023.  **************** was responsible for his lease until 4/30/**** or until it has been re-rented.
  **************** understands the process, and he sent in a payment via our online portal on November 11/14/2023 & 12/1/2023.  **************** had contacted the office and was corresponding via email with ******* asking how he can make payments via the portal as he does not have access to make any future payments. 
  

  Unfortunately,once a resident is moved completely out of the system, they no longer have access to make payments.  **************** was advised via email on January 17th, ****, he must mail in payments to our office or drop them off monthly.  
  

  In the meantime,January 23rd, ****, we have established a new collection process and with the new process there were some settings that were not correct in the initial set up which automatically sent **************** to the collection agency. We were made aware of this on February 2nd, ****, from **************** that he received a notice from Rent Recovery.  We have made some adjustments to avoid any future processing errors. 
  

  Please be advised that on Tuesday February 6th, ****.  I sent a request to the collection agency to delete his account which has been processed and to clear the collection item from his credit report.   I advised *************** on 2/6/**** he was sent to the collection agency in error, and we will have this corrected as soon as possible. I have advised **************** he will be sent a letter of confirmation once this has been resolved.
  

  As of February 9th ****, it has been corrected and a letter from the collection agency has been sent to **************** and I have emailed a copy for his records.  Please see the attached letter from Recovery
  Sincerely,
  
  *******************************
  Area Manager
  Bear Property Management
  **********************************************************
  ************ Main office 

• Initial Complaint

  01/23/2024

  Complaint Type:

  Order Issues

  Status:

  Unresolved

  More info

  My mother and I filled out an application for a 3 bedroom townhouse with a garage August 2,2023 to ******************* in ************,**. I was told we would hear in two to three days' if the application was accepted and if further information would be needed from compliance. I was informed information was needed, I sent the information needed in an email to the office. Our income wasn't the issue, we were in the guideline we were informed. I was informed on September 13,2023 ****** the manager would be helping processing the files'. September 20,2023 ****** emailed me saying she was reviewing my file and needed somethings' to begin processing for move in. I explained to ****** everything she asked for was already with our file and faxed over with our application. ****** informed me she couldn't use the documents' provided in our application. ****** had me making numerous trips' to the office providing her with the documents' she already had. When I brought the information needed it wasn't good enough and she would immediately ask for something else. This situation had gone on from August 2,2023 through October 5,2023. ****** was dishonest she gave my mother and I a move in date November 10, 2023 then she moved the move in date to November 24, 2023. I thought the paperwork was completed and accepted when she asked my mother and I come to the office to sign some papers'. My mother and I thought it was the papers" for the lease since she gave us a move in date. We found out when we got to the office it was a paper my mother didn't initial from the application in August. I asked why was our move in date pushed back, we found out the unit was given to someone else and we were put in a 3 bedroom with no garage, that's not what we had requested and sign for, I was upset I contacted ****** she would not return my calls' I then emailed her asking her for an explanation of why? I expressed to her I was hurt and ****** had me going through all that paperwork for nothing. ****** emailed me saying she pushed our move in back for the unit was for immediate move in which she never informed my mother or I that the unit was for immediate move in. We informed her we had to give the landlord 30 day notice and she said ok, your move in date is November 10th. She is dishonest and lied! ****** said she was working to see if it was something she could switch us to. I informed ************** gave my landlord a 30 day notice when she gave us our move in date. I never heard from ****** again my mother and I was out of $80.00. We did not receive a letter in the mail, stating why we didn't get the townhome. This was wrong and it doesn't take months' for an application, she didn't try to rectify the situation.

  Business response

  02/02/2024

  ******************* is a brand-new income restricted Tax Credit property that consists of a lengthy application process that can sometimes take weeks to process.  This application was a very complex application requiring extensive verifications. Delivery dates of the units were dependent on construction and could never be guaranteed. The applicant became upset about the multiple requests for verifications and did not respond for a lengthy amount of time.  After no response from them for many days we assumed they were no longer interested in the unit and assigned it to another party on our waiting list. When they did call back again, we were happy to offer them another unit.

  Customer response

  02/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]This response is not true, the documents that was asked for was submitted in an email, fax, and I drove to the office when the documents' were requested the same day. No one called me from the office to offer me another unit. I was upset as I stated for the reason, I was lied to, and found out the unit was given to someone else, and didn't find out until I asked. This process was from August till October unacceptable and I still to this day haven't heard from them
  
  Regards,
  
  ***** & *******************************

• Initial Complaint

  07/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We chose to rent a house at Brookstone because it was a house and we have a dog; which we wanted a yard. We got in on the ground level. Our move in date was tentatively April 1st. After difficulty getting the lease signed and making a deposit, ALL communication stopped! I tried to get updates on a move in date, since I needed to give 60 days notice to my previous landlord. After numerous attempts, I finally spoke to them and our date was now moved to May 26th. I asked, how do you get this so wrong. I will say, I continue to get information to appease me, but it is never the truth. I now had to extend my lease where I was, twice because they changed the final date to June 9th. They ended up putting us in a hotel for 10 days and gave us a garage to store our stuff until we could move. This was great and all, but very costly for us. We now had to pay people to move us twice! We moved in without a driveway or yard. We were continually told, this week or next week. Never got a driveway until July 14th. I feel this was a rush job to get us in the house. There have been countless problems; blow the breaker when I run my vacuum, windows dont stay up or lock, cabinets do not align properly, see daylight through the doors, water wasnt turned on to fridge or outside spickets, just to name a few. We are paying a great deal of money for a finished house. I have requested a call from the owner twice now. I continue to get deferred to someone else. There is so much more I would like to divulge, but I am limited. I have never had a good landlord, but Bear is by far the worst! The girls in the office try to help, but they get their info from upper management. Everything they have done to help us, is a write off to them, but a huge cost to us. Both, financially and emotionally. I would love to know, how these homes even pass inspection?! We should get money off the rent until the home is complete! This is not what we signed up for.

  Business response

  08/02/2023

  **************, 

  Our Area Manager ***** has spoken with you regarding these matters. Please let us know if you have any questions. 

  Customer response

  08/08/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I find this whole situation unfortunate. Yes, ***** called and talked with me, however, this is part of the problem(not the only problem). We have continually been told, communication will get better, but it is the same, if not worse. As a business owner, if I continually received these complaints, both to the owner and BBB, I would absolutely be reaching out to try and resolve the issue, or at least, find out what is going on. Unfortunately, Bear Property does not seem to find customer service a priority. We are not bad people just complaining, to complain. We have very valid issues. First and foremost, we do not have the product, we were promised and paying a good amount of money for. Seeing that the owner does not seem to take any of this seriously, we may just have to seek legal counsel. I never expected the BBB to be the one to resolve this matter. I guess, it was just an avenue/sounding board to make others aware.
  
  Regards,
  
  *******************

• Initial Complaint

  07/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Date of transaction : 6/22/23 Paid $569.10 for security deposit Property manager texted me informing me that later that day I had to put the rest of the security deposit the following day and I informed ********************* the property manager that I dont have that money so I cant move forward with the unit I applied for and asked when I would get my $569.10 back and she told me that she had to talks to her manager and I have been communication with her everyday regarding my deposit back and today 6/30 she informed that the deposit is non refundable after ************************************************************************************************ asking her everyday regarding my money back . She and her property manager knew about apparent 72 hour policy and they are now informing me and said they cant do anything when I have been asking since the 23rd about my money back so they were both fully aware they are pocketing my money

  Business response

  07/13/2023

  Hello, 

   

  Your FAS with security deposit will be refunded to you per your conversation with ****************** 

  Customer response

  07/14/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *****************************
  

• Initial Complaint

  04/21/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have 357 photos that prove I left my Bear Property Mgt unit at ****************** in excellent clean condition on 3/31/23. The new tenants moved in 4/10/23. I emailed Bear on 4/16/23, looking for my deposit. On 4/17/23, ***** emailed me to tell me that my deposit return was processed 4/14/23, and would be mailed "sometime this week." It is now 4/21/23, and I have yet to receive my returned deposit. Bear was supplied with new address via email and paper letter when keys were returned.

• Initial Complaint

  02/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I'm a single mother of a 10 year. I have been living at ********** Apt which is owned by Bear Management. My rent started at ****** was late a few times last year and they made me do a mouth to mouth and not allowed me to sign a yearly lease again. My rent is now ******* a mouth . I feel they are just trying to kick me out. I keep to myself and keep apartment clean. I would be homeless. I dont have family to help me. With that they added extra to my rent. I don't get food share regularly. Child support I should but I haven't received in almost 3 mouths. I pull money out of my check that is 2 weeks out to try to cover rent and food. Which keep making me late. Also they add 10 % of what is late to balance and $5.00 a day as late fees. I can't get ahead. I tried to apply for WREP but they closed list January 31, 2023. Please help me I'm facing eviction soon. I paid $900. Yesterday but they only allow 5 days to pay off balance.

  Business response

  03/03/2023

  Hi *******,
  
  I hope this email finds you well. My name is ***************************** and *************** on behalf of Bear Property Management to the complaint we received from the Better Business Bureau on February 8th, 2023 . I am reaching out to address your concerns listed in the complaint and clarify expectations.
  
  Rental rate increases throughout the course of your lease term are in line with what the market has seen due to rising operating cost,utilities, and insurance.
  In review of your tenant ledger, your rental payment has been late more than 160 times since your lease start date of November 10th,2018. As you are aware, it is company policy that $5/day late fees are applied to any and all residents ledgers that are late after the 3rd of each month.   
  
  Bear Property Management has made continuous voluntary efforts to participate in delayed repayment throughout the **** program.Unfortunately, we are no longer able to participate in the program due to it ending on January 31st, 2023.  
  
  We want to thank you for expressing your concerns. If you would like to discuss further, please respond to this email, or call me at my phone number listed below.

• Initial Complaint

  04/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  The rent is $1700/mo. I have never missed a payment. Bear deprecated their app for making rent payments. Hearing there was something in the wind, I processed my payment to be made through my bank by mailing Bear a check. Again, having received no notice that this app would not be working, and being preemptive, Bear called be to tell me that the check was made incorrectly. The person told me, "don't worry, we know we are having some issues with payments and all. There will be no late fees, please just process the check correctly". The new check was processed immediately that day. 5 days later I came home from work to find an eviction notice, notarized and all. When I called to speak to someone, no one would answer. No calls were returned for days. Later that week someone finally answered the phone and told me that all the accounting people were out but, "don't worry, this is a misunderstanding...everything is fine." On March 3, 2022 I received an email from ************************* telling me that someone would look into all this and get back to me. This is a month later and still no communication from BEAR. Horrible experience!!!!

• Initial Complaint

  02/24/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Bear Property issued a letter dated January 28, ************************************************************* check format to the onsite office or their main office at ****************. These instructions were followed and I tendered the utility and rent checks in an envelope to the onsite office on January 31, 2022. I physically verified the Bear Property representatives receipt of this envelope on that afternoon.The utility check (# ****) cleared my checking account on February 3, 2022. I have verified with the bank that the check was processed and endorsed by Keno *****. A subsidiary of Bear Property. The rent check (#****) had not cleared the bank account as of February 24, 2022.On Monday evening, I found an envelope from Bear Property affixed to my apartment door. Upon opening it, I discovered a letter titled Balance Due Notification dated 2/21/2022 for total value of the February utility and rent sum; which had been tendered to the representative on 1/31/2022 in check form.I received an excuse that their accountants were busy processing hundreds of checks by the onsite representative when I went to see him on 2/22/2022. No assurance of appropriate resolution or accounting was given. This was not the first instance of erroneous notices of rental payments owed being received by me.This situation is indicative of poor accounting process and potentially fraud. Especially for a company "in the business" of rental management. It is also harassment of individuals who are following instructions and have been tendering payments in a timely and appropriate manner. Full details can be found in the attached Word document.My sincere thanks for any and all assistance given.

*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. ↩