ComplaintsforBridge Property Management, L.C.

• Initial Complaint

  10/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  this afternoon i had a maintenance worker by the name of **** visit my home, he came to assist with mold in the bathroom .I let him in and we went to the bathroom where i explained that i was told by the maintenance supervisor , to spray bleach the night before their visit to assist in treatment .I did so last night for said visit today . i then went on to explain the maintenance supervisor advised me that they would be scraping off the caulk with mold and re-caulking the area when they did come to visit.unfortunately, the maintenance worker who came to visit my home today, explained that I did all I needed to do by spraying the bleach and he would not be doing anything but cleaning the filter that was in my bathroom.after again, explaining that thats not what I was told would be done , He then visually became irritated and told me that I was ******* him off. I angrily told him to leave my home and that we would be going to the office so i could complain. he told me to do what I want and that he would not going to the office.** Just as a side note , i asked the maintenance supervisor about the process of taking care of mold during a visit he made to do an inspection, what ive stated is what he advised me would be done .ive noticed recently that the employee who threatened me in my home was still moving around the neighborhood, so I went to the office to complain about why he was not let go from his position. They told me that they spoke to corporate, which I could not speak to the property manager, Manager, ****** ******* told me there was nothing she could do about my situation and the fact that I felt uncomfortable because he still worked here with my issue

  Business response

  10/24/2024

  To whom it may concern,

   

  We are writing in response to complaint #********.
  The resident originally entered the work order on 9/25/24. Prior to adding in the work order, the resident treated the area and caulking with bleach. When the tech arrived,there were no spots or discoloration on the caulking. He explained that this is the process he would have taken, and the discoloration is due to the water and humidity, which may recur, technician also began to tell the resident that he would be happy to change it, however it was not needed. At this point the resident was unhappy and demanded that the technician leave her apartment and go to the office, the technician told her she could come and speak to the manager. The resident came in and the Property manager apologized that she was uncomfortable and assured her that we would have a conversation with the technician.

  
  On 10/17/24 the resident was in front of the office speaking to an office associate, when the technician was exiting the office to reply to another residents request, she pulled her vehicle behind his cart and would not allow him to leave. The technician came into the office, and she also refused to allow him to leave the office. The resident was adamant that the tech needs to be fired, and she must be notified.The property manager expressed to her that we could not discuss any actions taken with employees, this is confidential.
  Following complaints made by this resident, I have spoken with the resident. We scheduled a time for the service request to be completed and this repair issue was resolved as of 10/22/24.

  
  Thank you,

  
  ***** *******
  Regional Manager

  Customer response

  10/25/2024

   
  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

  10/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Reasonable accommodation - Submitted on2/1/24 Prior to my hand surgery, which was scheduled for 7/9/24. Bars installed in MB Bathroom 9/9/24 After cast was removed. Several items were requested to be repaired at the original move-in date on 3/9/22. Many issues are unresolved notified Corporate Office of my concerns and included pictures of what the interior And exterior of the apartment Several times. I requested a rent credit to address the issues since it was more than two years after the move-in date. A rent credit was issued in May in the amount of $500 with a promise it all outstanding issues would be addressed and corrected. Spare room mold and mildew has not been eradicated. Front bathroom tub is not safe requested resurfacing and to remove the outdated shower doors from the 80s. Weather stripping on Front door still has not been completed. 9/23/24 Sunset 320 apartment front office sent an email stating that the concerns in the front bathroom would be done between October 14 and October 19 when I’m out of town because of the fumes and that no further concessions would be coming with. I disagree with her decision for additional rent concessions because it’s now been 2 1/2 years several issues that were submitted Have not been addressed or corrected. I will be submitting pictures of the condition of the interior and the exterior of this unit.

  Business response

  10/09/2024

  Hello, 

   

  The complaint listed above is not entirely accurate. The resident requested grab bars in her master bathroom, which we installed. She then requested the removal of bathtub doors based off the way they looked, not safety. She then requested grab bars in the second bathroom. This was not an accommodation that was urgent being we installed them in her master bathroom. We will remove the bathtub doors for her; However, she is responsible for keeping the area clean. 

   

  As for resurfacing, this was pushed off due to the resident having issues with unauthorized occupants in her unit. We now have it scheduled for when she is out of town in October. The mildew she speaks of is a cleanliness issue, The resident must use the fans in the bathroom and open doors/windows for proper ventilation in the home. 

   

  There will be no other rent concessions at this time. We issued a $500 concession already. We did not conduct a lease violation due to her unauthorized occupant and nor did we charge her any additional fees. 

• Initial Complaint

  09/27/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  This place is wreck! I pay over 3k in bills monthly. The following has occurred; Packages continuous being stolen. Notices for late rent posted on my door when rent was free for the month or paid or not due at the time. Management telling me how to speak out of my mouth! Lack of follow up from senior management. Apartment was not cleaned or prepared for move in! Pubic hairs, stained tubs, everything unsanitary! Failure to make unit ADA complaint. Carpets are beyond dirty and smells of dog urine and elevators! Poor accounting practices! Balcony structure unsafe! Lack of empathy from employees regarding anything! And their thieves! Upper management is aware of them stealing and nothing has been done.

  Business response

  10/24/2024

  To whom it may concern,

   

  We have been in constant communication with this resident. She had claimed that we did not take care of an ADA ******* made by her mother, who was a previous resident at the property. When asked to provide a copy of her *******, she responded by saying that it didnt matter because her mother did not live there anymore.

   

  We have also been in contact with her regarding missing Amazon packages. She has emailed us 2 screenshots that, according to her, show that our staff has been removing her packages from the Amazon lockers. In both instances, this was not correct. In one instance, we had video of a family member removing the package. In the second case, it was a *** delivery signed with a name that does not belong to any of the team members at Stella.

   

  The Regional Manager has spoken to her personally, as she claimed that she had several incomplete maintenance *******s. There are no pending maintenance *******s in the system, and she was asked to send an email with the list of alleged incomplete items. As of today, she has not submitted any list.

   

  Finally, we have been advised by legal counsel to release her from her Lease without any penalties. A formal letter will be sent to her from our attorneys.

   

  Sincerely,

   

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

  Regional Property Manager

   

• Initial Complaint

  09/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ************ **, at *** *********** **. SF 49102, managed by Bridge Property Management LLC. (BPM) Add: *** **** **** **** ****** ***** ***, Salt Lake City, UT 84070 I am a tenant at ************ **, and moved in on 06/17/2024. I request BPM refund me my money of $2246.46 for the following over charged fees: 1. Rent reduction for refusal of repair Thermostat: The thermostat has not worked since day 1, and I have requested repair on 06/17/2024, then on 06/20/2024, 09/04/2024 through Resident-Portal “Maintenance Request”, and on 09/03/2024 I issued formal Notice of Repair Request to BMP’s CEO and Manager. Despite these efforts, until now BPM has NOT repaired the Thermostat. According to the law, if a landlord refuses to make necessary repairs, I am entitled to a rent reduction. Therefore, I am formally requesting that BMP reduce my rent by $500 per month and refund me $2,000 for the overpaid rent over the last four months. And issue a letter to promise the rent reduction of $500 per month will apply to all the months for my tenancy period. 2. Over charged fees: Upon my Lease agreement, I only need to pay my rent and my unit used water and Sewerage cost. But BPM has charged me other fees including, Pest Control fee, tech fee, Lease Fulfillment Fee, Billing fee, Trash fee, and Building maintenance used utility fees and more, which has breached my lease agreement. I request a refund of the overcharged amount of $209.28 to me immediately. And remove all the fees from my account. 3. Over charged Application fee: BPM charged me Application fee of $53.38, but in its itemized receipt showed that BPM only Paid $16.20 to TransUnion. Upon the laws, BPM need to refund me the $37.18 and the 2 reports BPM obtained during the application process. Request Total refund: $2246.46

  Business response

  10/15/2024

  Dear Better Business Bureau,

   

  We are writing in response to the complaint filed by the tenant, ***** *., residing at TL Residences, **********************************, regarding issues with fees, repairs, and lease terms. Below is our response to each point raised:

   

  1. Thermostat Repair and Rent Reduction Request: The resident initially moved into the property on 06/17/2024 and has since submitted requests for the thermostat repair. We would like to clarify that the maintenance requests were promptly addressed by our team. Records from our Resident Portal show that all reported maintenance issues, including those concerning the thermostat, have been addressed or resolved. Therefore, the claim that these issues are being refused to be repaired is not valid.  Currently we are pending permission to enter or a time to be giving to us from the resident so we may reenter their home to address the thermostat.  As such, there is no basis for the residents request for a rent reduction of $500 per month, as the necessary repairs have been made or are being actively addressed.
  2. Overcharged Fees: The fees in question, were outlined clearly in the residents initial lease agreement. These fees are customary and were agreed upon when the resident applied and signed the original lease. Since the resident transferred units and refused to sign a new lease, all fees remain as stated in the initial lease. Therefore, we do not acknowledge any overcharges and will not be issuing a refund of $209.28 as requested.
  3. Application Fee: The application fee charged is in compliance with California state laws. While the resident notes that the application fee was $53.38 and claims a discrepancy with what was paid to **********, the total application fee covers various administrative costs beyond the report fee, including verification processes and other screening services. The fee was applied appropriately, and no refund is warranted for the application fee.

   

  In summary, the resident is being charged all fees that were initially agreed upon in their lease before they transferred units. Additionally, the repairs have been completed or are actively being addressed, and the application fee aligns with current California laws. No refund or rent reduction is due at this time.

   

  Should you have any further questions or need additional documentation, please do not hesitate to contact us.

   

   

  Thank you,

   

  ***** ******

  Vice President and Director of ********* & Development

• Initial Complaint

  09/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Today I woke up with the elevator leading to the front building broken. Having to take my dog to relieved himself and opted to use the back elevator which I stopped use due to the amount of hazardous glass in the ground. But hoping after I sent a pervious email about the glass…it would have been picked up. However, upon leaving the garage there entire ground is cover in glass. I was forced to lightly navigate the glass hoping that he or I since I had in sandals would get injured. I believe this property is in violation of many health and hazard code (I’ve look a few up) and daily I am being effective. Living here has exasperated my medical condition and has caused harm to myself and my service animal. I would like to speak to a representative at Bridge and would like for you to provide me with their contact number and or email please. I have video and picture showing proof of what’s going on. Maybe others do not care but I do and it’s having an adverse effect on me and I’m am protected under the ADA law and I’m asking to a reasonable accommodation to be leased from this Lease effective immediately that I may find a more suitable home. We’ve had to get on the elevators multiple times with pet waste and since we live on the top floor and due to injuries I’m unable to take stairs into the building. There is also poop in every section around the property which I’ve have video of. And there is constantly broken glass on ground on side B. Since I’ve been here I’ve been nauseous and disgusted by the smell and my living situation. I have sent photos of my concerns. I hope this can be resolved as soon as possible unless I would like to be released from my lease without penalty as it’s no fault of my own. Please respond within 5 business days. This is a serious health matter and it’s causing me a lot of distress, trauma, and anxiety which make me not want to leave my apartment due to the unsanitary and unsafe environment of this property.

  Business response

  09/11/2024

  I would be happy to help, unfortunately on my end the address is coming back blank.

  Please let us know the property in question so we can get with somebody to dig into this.

  Business response

  09/20/2024

  This has been taken care of.

  Customer response

  09/23/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22260662, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Carmen Foster

• Initial Complaint

  09/08/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I applied on 7/24/24. Move in was 8/5/24. Signed for a holding deposit of $300 to be taken. $500 was taken without notice. I signed a lease for move in of 9/5/24. On 9/4, after signing lease #1 of 3, I am contacted that the unit 355 is not ready (2 days before scheduled move in). Offered another unit 177. Sent another lease #2, with incorrect pricing. Sent a third lease, lease states that I paid $500 and my monthly rent is 2072.00. Then, I was copied on an email from the assistant manager asking if "they wanted me to live there" bc my girlfriend posted a very truthful review. Manager sent an apology. Pick up keys on 9/5/24. An array of issues are found including, washer flooding 2 rooms, dryer and toilet being inoperable. Stove has 2 working eyes. Unit was not cleaned. Feces collected inside one working toilet. Screens not on the windows. Contacted office and was told maintenance would be by on 9/6/24. Maintenance has not been by as of 9/8/24. The parking lot is covered in trash. Law enforcement has been here a total of 5 times in 4 days. I saw an officer retrieving bullet casings from management the day that I applied. Furthermore, my rent reflects an increase to 2231.00 when I agreed (and it's stated) that I would pay 2072.00 monthly. Lastly, my final lease has been yet again "regenerated" to add that I agreed to pay a $500 holding fee. I agreed to pay $300. WRONG. $500 was taken without my consent. I still do not have a completed, signed lease. I am not willing to sign the latest version. I am asking that I be refunded the amount that I paid to move in $1845.00. I will return keys. I have not resided in the unit a single day. Since there is no completed lease in place, it won't need to be broken. If this cannot take place, I will be joining in the many lawsuits pending against BPM.

  Business response

  09/11/2024

  Dear Better Business Bureau,
  
  I am writing in response to an unfortunate situation concerning a resident who has encountered significant difficulties during their move-in process that has left them quite upset.
  The resident in question has expressed frustration with the overall experience, citing delays and miscommunication that have led to an unsatisfactory transition to their new home. In light of these challenges, they believe it is only fair to request a reimbursement of their move-in funds. As management, we take full responsibility for this matter and have opted to give a full refund of move-in funds in addition to their holding deposit. 
  We understand how frustrating situations like these can be, and we are diligently working to get this matter resolved.  It is always our goal to provide a smooth and enjoyable experience for our residents, and it deeply concerns us that we fell short in this instance. 
  Please rest assured that we are taking steps to ensure that this issue is addressed promptly and that similar incidents are prevented in the future.
  
  Thank you,
  
  Nikki W***
  Regional Manager

• Initial Complaint

  09/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I turned in my keys on 7/11/24. Property manager was *******, management company was ** ****. Apparently management changed on 7/12/24. ******* told me I would receive my refund within 14 days. After 3 weeks I stopped by the office to see why I hadn't received my refund yet. At that time I found out the management had changed. ***, who had worked for ** **** and now working for Bridge, explained about the transition. She looked up my account and said I would be receiving check from Bridge Property Management. She said they sent it to my previous address even though I provided my present address to *******. Since I provided forwarding address to ****, I should have still received it. I gave *** my new address, in case they received the check in office or corporate asked about it. About a week later I received a notification from Package Valet saying I had a package. I stopped by the office and again spoke to ***. We checked Package Valet and the package was for the new tenant. This was a Saturday. At that time she told me that she had given info to ******* *****, who is the present manager. I stopped by the office on that following Tuesday, 8/13. Spoke with her. She said check was sent to old address. Since I hadn't received it yet, I suggested she put stop payment and send new check to my present address. Apparently *** hadn't provided her my address info, so I gave again. *** said I would receive in 7-14 days. On 8/21 I sent email stating I hadn't received yet and if I didn't receive by 8/27, I might be on sidewalk outside of property picketing. Apparently she took that as a threat, as she relayed to me in a voicemail. On 8/28 I sent email asking for contact information on escalation center or for her to forward my email information to her boss or escalation center. Today is 9/4. Still have not received check or contacted by property management.

  Business response

  09/06/2024

  This is not a property that Bridge Property Management out of ************** manages.

  Customer response

  09/06/2024

   
  Complaint: 22239649
  
  I am rejecting this response   Address in *****************************************************************************************************************************; 85305.  Manager is ******* *****.  Bridge Property Management took ownership 1 day after I moved out per ***.  I expect to receive my complete Key and Security back, minus water billed after moving.  My present address is ***************************************************; 85305.  Given the time and aggravation this has been, I expect refund be sent via overnight delivery.
  
  Sincerely,
  
  **** Ann *****

  Business response

  09/13/2024

  Our ** team has mailed this check out.

  Customer response

  09/23/2024

   
  Complaint: 22239649
  
  I am rejecting this response because:  I received a check on 9/12, in the amount of $385.38, not $600, which was the deposit, no explanation of deductions.  I sent an email to ******* ****, the property manager, advising her of the state statute regarding security deposits.  The statute is article *******, in particular subsection D & E.  Those subsections advise of time frames for refund and itemized deductions, and penalty for property management if not complied with.  I am waiting for response before proceeding with any further action.
  
  Sincerely,
  
  **** Ann *****

• Initial Complaint

  08/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am currently a resident at ****************************** (*******************************************************************************, living with my two roommates, ********************************* and ***************************. On 07/15/2024, there was a fire in the apartment right underneath me (2036). 3 people were found murdered due to a drug deal gone wrong. After living right above the incident and hearing banging and screaming and connecting that we heard a murder, we have been severely impacted mentally and feel unsafe living here any longer. On 08/07/24, we brought our struggles to Array Management, and they allowed us to transfer to another unit right next to our current building. Transferring to a building right next to the one where all this happened didn't seem like *****'s management cared for the mental state of their residents. They would have waived the transfer fees, though, the apartment that we would transfer to would go up in rent each month which was out of our budget, in addition to extending our lease to a full term. We had to break our lease and pay in full ($5,354.38) to do so as our apartment management was not understanding we did not feel safe here at all. As a complex, they are committed to the safety and well-being of their tenants. I feel as though Array Management is taking advantage of the circumstances to get more money.

  Business response

  08/27/2024

  Here is a timeline of events and the response that I am sending to the Better Business Bureau of how the onsite manager addressed these residents due to the death of three individuals below them. This was an isolated incident that was from a drug deal gone wrong and the two suspects have been caught and arrested.
  
  Fire accrued in unit below them on July 15th at 6am,fire was contained to unit 2036 only, minimal smoke did initially go into units 1036, 3036 and 2041.
  
  7.15.24- **** the site manager left a message for ******* regarding smoke in her unit due to fire in below unit #****A. Let her know restoration company (Titan) will be out around 10am to assess her unit on 7/16.Note: Resident called back later in afternoon. Informed manager there was very little smoke smell and PTE for Titan.
  
  At the time of the call **** did speak to the residents and they were not aware of the incident below them, however once they found out they said they noticed their floor was warm.
  
  7-16-24- Titan (restoration company) went into unit- no need for air machine. No smell in unit so nothing is needed to air out unit.
  
  8-7-24 (25 days later)- ****/Manager spoke with residents in office. Discussed lease break and possible transfer to another unit away from A side and building 8. **** approving the transfer. ****** assisted residents in finding a new unit. The transfer fee was offered to be waived per ****,but they are required to pay all customary costs. They were notified that we would need a notice to vacate to transfer from one unit to another and that their current concession (resident is using upfront credit monthly to amortized over the term of their lease) would not apply to new unit. They were given an NTV to return no later than 8/13 if they would like 2041A. Residents want the same unit size- that is the only one available now. 
  
  8/13/24- Residents spoke with *******- decided to break lease instead. They paid the buy-out fee and gave their notice to vacate. Residents paid the lease buy-out and concession $5149.78 on 8/14/2024 and they are scheduled to move out date is 9/30/24. 
  
  8/25/24- An email was sent to Bridge Property Management about these individuals wanting to break their lease due to now feeling unsafe in their home due to the incident below them that happened ***************************************************************************************************************************************************************** the downstairs unit. Once **** the site manager received this complaint, she called the resident to further discuss, and they stated the still wanted to break their lease even though **** gave them additional options to be to transfer into different units however they declined. She also spoke with them about the fact that they now are stating they could hear these noises and asked why they had not brought them up prior and they said they did not think to do so.
  
  While this incident was an isolated incident, and we understand how this could be unsettling to some individuals to live near this unit we would still like to try and make this situation a good one by working with these residents by giving them the option to transfer into a different unit that they chose and waive the cost to transfer. If this is still not an option for them,they we are willing to reduce the 60-day notice to a 30-Day notice however they would need to confirm if they want to do this and we are willing to split the cost of the lease buy out which has already been paid and we can apply this to the Septembers rent and if there is a refund due at move out this will be processed in the standard move out process. If they agree to either of these options than we can have our attorney prepare a mutual recission for them to sign prior to move out. If they chose not to change the terms that they have already agreed to then a mutual recession is not necessary.  
  

• Initial Complaint

  08/16/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am not liable for this debt with Bridge property management llc. I do not have a contract Bridge property management, they did not provide me with the original contract as requested

  Business response

  08/19/2024

  Hi,

  I am unable to assist as there is no property name listed.

  Thank you,

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

• Initial Complaint

  08/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  07/17/2024 0.00 paid to the business the business committed to providing us an apartment for 13 months. The nature of the dispute is they are trying to charge us 450.00 to steam clean the apartment claiming that the cat urinated in the bedroom. The business has not tried to resolve the issue. They are threatening to send the balance to collections.

  Business response

  08/09/2024

  To whom it may concern,

  All the move out charges are correct. Ms. Conley left her apartment home not in the best conditions where we had to add cleaning and damages. Attached you will find all the photos.  In addition, their lease expired in 06/10/202 and turned in keys on 07/09/2024. 
  Leaving them in an additional month on month-to-month charge. 
  
  Please see all documents attached for reference. Let me know if you need any additional documents.

  Bridge Property Management

  Customer response

  09/08/2024

  
  Complaint: 22103641
  
  I am rejecting this response because: The apartment was not left in bad condition. Once again you showed me carpet stains that are red and cat urine is not red. Also the apartment did not smell of cat urine so there was none in the carpet and padding. You showed me pictures of red stains which could be years old because I was told by your staff that you do not change out carpet between tenants. So there is no proof that the stains came from the year we lived in the apartment. Do you have receipts showing that the stains are cat urine and what you paid so call replace the carpet?
  
  Sincerely,
  
  Marlease Conley

  Business response

  09/18/2024

  To Whom It May Concern,

  
  I am writing to formally notify you regarding the account of a past resident, Marlease Conley, who has an outstanding balance with our property management. We have communicated with her in a timely manner, providing detailed information, photographs, and documentation of all charges associated with her tenancy.
  It is important to note that upon her departure, her apartment was left in less than satisfactory condition. We allowed her a 30-day period to address her outstanding balance and have answered all her inquiries with supporting evidence.
  As the balance remains unresolved, we have transferred her account to our collection company, National Credit Systems, a third-party service. Effective immediately, all communications and inquiries related to her account should be directed to them.
  

  Thank you for your attention to this matter.

  
  Andrea Duarte 
  Community Manager

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