Complaints

• Initial Complaint

  01/09/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  This complaint is against Bainbridge Bayview apartments at *******************************************. Ive encountered ongoing issues which remain unresolved despite numerous attempts to address them. False Information, Defamation, and Slander: Bainbridge Bayview has attempted to silence my reviews on public platforms. On *************, management falsely claimed there were "no resident complaints," which is untrue. On ******, 51% of 60 reviews are 1-star, many echoing my concerns, including poor maintenance, unresponsive management, and unprofessional conduct. Their false statement constitutes defamation and slander, misrepresenting the situation.Threatening Residents Over Reviews: Bainbridge Bayview suppresses negative feedback by threatening residents with financial consequences if they leave bad reviews. I personally received a threat from a third party after posting my ****** review, creating a hostile environment. These actions contribute to intentional infliction of emotional distress and mental anguish.Racial Bias and Discriminatory Treatment: I believe I was targeted due to racial bias, as my concerns were often dismissed. Other reviews suggest this is a recurring issue. This has caused significant emotional and mental distress.Unresolved Maintenance Issues: I faced numerous maintenance issues, including malfunctioning doors (resulting in a broken finger requiring surgery), unsanitary conditions, broken gates, and an aggressive towing policy. These issues were either ignored or poorly addressed, exacerbating my emotional distress.Further Findings: Researching online reviews, I discovered similar complaints about Bainbridge Bayview's unfulfilled promises, racial bias, and unprofessionalism. Despite attempts to resolve these matters, management continues to ignore my requests.I am seeking assistance in holding Bainbridge Bayview accountable for these unethical practices. Thank you for your attention to this matter.

  Customer response

  01/09/2025

  I have submitted additional evidence of the serious concerns regarding recent events. I was publicly humiliated in an apparent attempt to discredit me and prevent me from revealing critical information that could damage Bainbridge. This situation has left me feeling unsafe, and I believe further action is necessary to protect myself.
  Additionally, I urge that an immediate review of safety protocols and equipment be conducted, as I believe these issues need to be addressed immediately for the safety of the residents.
  I trust that these matters will be handled with the seriousness and urgency they deserve.
  

  Business response

  01/14/2025

  Dear ******,
   
  Thank you for brining your concerns to our attention regarding your experience while you were still a resident at Bainbridge Bayview.  We take current and past residents feedback very seriously and we are committed to providing a comfortable and safe living environment for all our residents. 
   
  Regarding your maintenance concerns, Bainbridge Bayview follows all required building inspections and certifications. Please note that the most recent State of Florida inspection was completed on 10/31/2024 with no violations reported.  Since your complaint does not include specific dates or concerns, we will be responding based on the pictures provided with your complaint: 
  Damaged Fence The fence was damaged by ***** Construction during construction. They assumed all responsibility, and fence is scheduled for replacement once construction is completed.
  Trash Chute I believe that the picture provided is from the isolated incident that occurred on 7/22, when the chute was clogged due to residents throwing sharp objects, debris, and card boards. Since then, we have added cardboard recycle bins to the property and increased the number of pickups as needed.
  Access Control Doors We have multiple doors throughout the buildings and occasionally malfunction due to people misusing them. Specifically, during the time of your complaint, we found doors that were blocked, prompt opened, etc., which overridden the mechanism of the doors. Since then, doors have been repaired. 
   
  We welcome any further inquiries regarding this matter and confident that our commitment to provide excellent service is evident in our daily operations. 
  
  

  Customer response

  01/14/2025

   
  Complaint: 22790136
  
  I am rejecting this response because:

  Dear BBB Representative,
  Thank you for your attention to my complaint regarding my experience at Bainbridge Bayview. I have reviewed the companys response, and unfortunately, their reply does not fully address the serious concerns that arose during my tenancy.

  First, I would like to clarify that the companys claim regarding the repair of malfunctioning doors is inconsistent with current resident feedback. Specifically, the door inside the clubhouse continues to malfunction, and the doors outside the gym and near the dog park were frequently inoperative, which posed safety concerns, especially at night when there were homeless individuals in the vicinity. I was also informed that the clubhouse door continues to be left open to prevent management from getting locked in during potential resident tours, which is further concerning.

  In addition, I want to emphasize the severe emotional distress, physical anguish, and personal injury I sustained due to an incident involving a malfunctioning door which resulted in a broken finger, that required surgery and is still being treated with ongoing physical therapy. As my job requires extensive computer use, this injury has had a significant impact on my ability to work effectively. Furthermore, I experienced intentional cyberbullying, defamation, and retaliation for my attempts to address the issues at the complex, particularly for reporting the truth about living conditions there.
  Regarding the trash management issues, I want to clarify that the photos I submitted represent multiple incidents, including a missed trash pickup on July 22nd and July 29th, as well as a consistent failure of the trash valet service on July 2nd. I have provided documentation of these missed services, which directly impacted the cleanliness and livability of the community.
  Given the severity of these issues, I am seeking a fair resolution, including punitive damages. While I would prefer to resolve this matter amicably and without litigation, I am fully prepared to pursue legal action if necessary. This could include involving multiple witnesses, as well as potentially pursuing a class action lawsuit for others who may have had similar experiences.
  I would appreciate your help in facilitating a prompt resolution. I look forward to hearing from you soon and hope we can reach an agreement without the need for further escalation.
  Thank you for your time and consideration.

   

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

  Business response

  01/24/2025

  We are sorry that you have had a poor experience at Bainbridge Bayview. Someone will reach out to you directly to discuss your concerns.

  Customer response

  01/30/2025

   
  Complaint: 22790136
  
  I am rejecting this response because:

  I am writing in follow-up to the response provided by Bainbridge, in which they stated that a company representative would be reaching out to me. Unfortunately, I have yet to receive any contact from their team regarding this matter.
  I would like to reiterate that Bainbridge is responsible for creating an unsafe environment on their property. They are refusing to take accountability for a series of malfunctioning doors, which they claim were caused by a resident leaving doors open. However, I moved into the building several months after its grand opening, and the garage door on my floor never worked properly from the day I moved in. The doors were problematic from the start, and their continued failure to address these issues directly contributed to my injury.
  In July 2024, I suffered a life-altering injury after breaking my finger on one of the malfunctioning doors. This incident could have been entirely avoided had the company properly maintained the doors, which they failed to do despite multiple complaints from myself and other residents. I am prepared to go to trial, with over 10 witnesses who can attest to the company's willful negligence in failing to repair the doors and address ongoing safety concerns.
  Bainbridge is also responsible for the criminal conduct that resulted from their failure to maintain the property. These activities, which include instances of vandalism and other unlawful behavior, could have been prevented if management had addressed the dangerous conditions on the property in a timely and appropriate manner. Their negligence is a clear violation of premises liability law.
  The company was fully aware of these hazardous conditions, as evidenced by documentation such as photos, videos, and multiple resident testimonies. Despite repeated complaints to both onsite management and corporate, no meaningful action was taken to resolve the issues.
  I trust the BBB will continue to assist in holding Bainbridge accountable for their negligence and unsafe practices. I look forward to your prompt response.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  12/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I moved into Wildgrass Luxury apartments owned by Bainbridge on June 1st 2024. On the first day upon moving in and checking cabinets, I saw roaches, video taped and brought it up to the front office, they expressed it was probably due to the contractors getting the apartment ready and said pest control would come and it wouldnt be an ongoing issue. Everyday after that i saw more and more roaches. After 2 pest control treatments still saw more roaches. Spraying chemicals everyday , unable to even sleep there with my daughter. She started experiencing a cough and diarrhea which I am pretty sure it was due to the constant chemicals, everytime we stepped in the apartment it got worse, the conditions were just unlivable. I then expressed I would just be terminating the lease early and vacating immediately. Management was so inhumane and just unwilling to work with me. After so much back and forth We finally got to an agreement I would only pay for the days I lived there which truly was none but I agreed to pay for a months rent which equals about $1500. I told them to send the agreement for me to sign, they never sent it, I followed up, they never responded which I believe it was for this very reason.They are now coming at me months later with a debt collections of over $4000. After having to deal with everything I dealt with with them, moving twice in one month with a toddler, sleeping on friends couches and in hotels, paying deposits and just the mental tear they are still just after me, and I am in awe. I dont know where else to turn , they will not work with me. I Can agree to a payment plan for the original $1500 that was agreed on but truly they shouldnt even get that from me. They had me waste so much money and gave me a ***** infested apartment. I cannot and absolutely will not do $4000. I have photos (of the roaches), email receipts and the emails Ive exchanged with them stating our original agreement I can send. It wont let me upload everything.

  Business response

  12/10/2024

  We take resident concerns seriously.  We have attempted to resolve the residents concern and would be happy to attempt to do so should the resident contact us directly.

   

   

  
  

  Customer response

  12/19/2024

   
  Complaint: 22634142
  
  I have continued to reach out even within this past week and havent received any response. It seem every person or email I try to reach is no longer available or no longer works there. I have provided my phone number and email. 
  
  Sincerely,
  
  ****** ****-******

  Business response

  12/30/2024

  We will make corrections to your account based on the agreement, since it has been signed by you, it will be sent to the collection agency to update based on the agreement.

   

  Thank you 

  Customer response

  01/13/2025

   
  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

  11/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been reporting ongoing issues to Bainbridge regarding health and safety. I am a resident at a Bainbridge property, and am regularly subject to second hand smoke and am constantly getting sick because of it. Smoking is prohibited per the lease, but they are not doing stopping it. They ignore me most of the time. We escalated the issue to the ** of the area, but he has not responded in over a month. Additionally, doors are regularly broken, homeless people make their way into our building, people bang on my door at 3am, and it is not safe. I have been requesting Bainbridge terminate my lease and they don't respond to me.

  Business response

  11/21/2024

  Thank you for bringing this matter to our attention. We take all resident concerns seriously and always strive to address issues promptly and effectively. I would like to respond to the concerns raised in the complaint filed against Bainbridge.
  
  Regarding the issue of second-hand smoke, we recognize the significant impact this has on our residents, and we have a strict no-smoking policy in place as outlined in the lease agreements. We continually remind residents of this policy through lease violations and other forms of communication. While we do all we can to ensure compliance, unfortunately, we cannot fully control the actions of others. However, if residents report ongoing violations, we take immediate steps to investigate and address the situation. We encourage residents to report any violations directly to our property management team so we can take the necessary actions.
  
  With respect to the broken elevators, we want to acknowledge the inconvenience this caused following Hurricane ******. Due to the severity of the storm and the subsequent damage, repairs took longer than anticipated. However, we worked diligently to restore the elevators as quickly as possible, keeping in mind the challenges of managing property repairs in the aftermath of the hurricane. We apologize for any disruption this caused to our residents.
  
  As for the concerns about security, we understand the importance of a safe living environment. Our property is located in downtown *****, an area with high foot traffic, and unfortunately, this can sometimes lead to transient individuals gaining access to the building. We have a property patrol team in place to monitor the premises regularly, but after-hours incidents can still occur. We encourage all residents to promptly report any suspicious activity to our patrol team or to local authorities, particularly if they observe anyone on the property who shouldn't be there.
  
  Regarding the broken doors and safety concerns, we actively address these issues as part of our regular maintenance and security protocols. We also remind residents that they should contact security if they feel unsafe or observe any potential threats after business hours.
  
  Lastly, we understand the frustration of not receiving a timely response. Our goal is to resolve all concerns quickly, and we sincerely apologize if our response time has not met expectations. We are committed to improving communication and will prioritize addressing your concerns moving forward. 
  
  We are dedicated to maintaining a safe and comfortable environment for all of our residents, and we will continue working to resolve any outstanding issues. If you would like to discuss this further, please dont hesitate to contact me directly.
  
  

  Customer response

  11/21/2024

   
  Complaint: 22583203
  
  I am rejecting this response because:
  

  I have reported these issues to the community since April, and I receive an empty apology with no action every time. If you cant uphold your end of the contract, and/or reprimand residents who are breaking the rules, then let me leave. I am suffering serious health issues as a result of ongoing smoke problem. Each day that I continue to live here, my health is at risk.

  Furthermore, the doors have been broken since before the Hurricanes ****** and ******, and this is well documented. They are still broken to date. Random people and Homeless people enter our building whenever they please. People bang on my door at all hours of the night, and it is not safe. 

  I retained an attorney to assist me with this matter, and Bainbridge is completely ignoring him. It has been at least a month of unresponsiveness, and/or giving me the run-a-round.

  I am demanding you respond to my attorney, *****, immediately. He can be reached at: ******************************* and **************. 

   

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

  Business response

  12/12/2024

  Thank you for bringing this matter to our attention. We take all residents concerns seriously and always strive to address issues promptly and effectively. I would like to respond to the concerns raised in the complaint filed against Bainbridge.
  
  Communication was initiated with ***** when you started looking for a new home, you were upset we would not let you pay the two month settlement fee due to the fact that you chose the option to pay rent until the apartment home is re-rented. 
  
  Multiple communications have been sent to residents with rules and regulations concerning the concerns with secondhand smoke. No other residents have complained about smoke in your area. 
  
  In regard to the doors of the building this is an ongoing challenge due to being in a Downtown area. The onsite team is consistently inspecting and repairing doors as needed. The building has a ButterflyMx system that is functioning and provides an extra layer of security. The community also has a contract with Signal and no homeless people have been reported to us. 
  
  In regard to someone knocking on your door at 3AM this occurred when you filed a complaint and the security company showed up to provide you with an update on the complaint that was called in. That is the only time that someone knocked on your door and the manager provided clarification the following morning when you brought up your concerns that it was a follow-up from the security company. 
  
  Lastly when the new community manager started you went into the office to discuss changing the termination clause since you wanted to move and not complete your lease. When you were informed that this was not a possibility you came back the following week with a letter from an attorney. The attorney will have a respond from our legal team, not our immediate staff. 
  
  Thank you, 
  
  

  Customer response

  12/12/2024

   
  Complaint: 22583203
  
  I am rejecting this response because:

  Your understanding of this situation is incorrect.

  One blast email was sent out reiterating the rules. This is completely ineffective. 12 hours later I sent Hope a picture of a neighbor smoking on their balcony. Not shocking, no response from Hope to date. Until you actually address the problem residents, the problem will continue. It is strange to imply that since I am the only one who speaks up, the issue does not exist. It's also strange that you think that your email suffices you holding up your end of the contract as to the smoking addendum. You can see attached email to Hope with no response, and documentation of people smoking. 

  In regard to someone banging on my door multiple times in the middle of the night- this happened at least 3 times and was reported each time. The person banging on my door was not security personnel, and you asserting that makes no sense. The reason I called security in the first place was to report the issue of a random person banging on my door at 3am, and only one of the three times did a security officer come up to speak with me after the fact. In addition, the manager never communicated with me after the fact. 

  In regard to the doors of the building, I don't see any reason why the location of this building should impact why the doors are broken constantly. I have been reporting broken doors since July and never once were they fixed, so your statement of "constant inspections and repairs" is completely false. To date, the back gate, and two side doors are broken. Ironically, the ButterflyMX system is even broken right now, which is not uncommon. I reported homeless people in the building multiple times, which you can also see attached. Again, your employees are not communicating the full story to you. 

  In addition, I retained an attorney over two months ago. He has not received a single response from ANY person of your legal team. It is beyond unprofessional and inappropriate. 

  Its quite common for management to ignore me and dismiss my concerns. Attached you will also find a thread of me attempting to communicate about a mistake on my rent bill, charging me an extra $400 in error with no response.

  You are clearly more interested in arguing your case than actually taking any action to resolve these issues, which is why you have high vacancy here. 

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

  Business response

  12/17/2024

  On the email provided by Ms. ****** from October 17, 2024,it demonstrate an immediate response from the property manager.. On that date ************ were contacted, and they came out the property. We walked the location where the homeless person was at and all doors were secured so there was no way of accessing the building. The safety of tenants and the team members is priority so the authorities were contacted but by the time they showed up there was no one in that location. The homeless person as stated was also on public property, not at *******************

  On November 2nd Ms. ****** also sent an email to address the gate that was open on property. The community was sent numerous update emails on the status of repairs from Hurricane ******* We experienced significant electrical damage and due to safety were unable to close the community gate located on the third level of the parking garage.

  The email sent on November 10th was not a homeless person. This is a resident that had a domestic dispute with his girlfriend and she kicked him out of her apartment. Signal asked him to leave when they started their shift. We respect all of our residents privacy so no specific details were provided to Ms. **************** November 16, 2024 Ms. ****** acknowledged that an email blast was sent reminding everyone of the policies. When living in a community with 400 apartment homes and over 700 residents we are bound to face some challenges, Ms. ****** does not enjoy living in her apartment since it is near downtown and in close proximity to the ******************** Due to fair housing laws we are not to discriminate against students or treat them differently from any other tenant and Ms. ****** showed consistency with her issues living in a downtown market and near a younger demographic.

  The email that was not responded to on December 11th cant be addressed until the new management company has access to the system.We were unable to complete any research during this transition. We called ********* and explained this. Due to that call is how Ms. ****** leaned that a new management company will be taking over.

  We pride ourselves in exceptional customer service. The email thread demonstrates that the staff always responded and provided information to Ms. ******* We understand that Ms. ****** is unhappy living in Downtown ***** and if she would like to move out of the community a two-month settlement fee is required to terminate the lease agreement signed between ********* and the Bainbridge Companies. 
  

  
  

• Initial Complaint

  11/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I moved into one of Bainbridges apartments on September 23, 2024. Since then, I have not received a copy of my lease. Right now all I have are screenshots I managed to take on my phone upon signing. In *******, landlords are legally required to provide tenants with a copy of the lease agreement within 15 days of the tenant signing the lease so Bainbridge would be in direct violation of this. + I have not received any proper internet connection to my place. $50 of my lease is going toward a "provided" internet utility that doesnt work at all for me. None of my devices connect or work with it. Ive contacted quantum fiber support and my leasing office fruitlessly for so many days/month. It got to the point where quantum literally said sorry we cannot help you and hung up the call, I find this outrageous. Ive literally had to go to other peoples homes to use internet to do work where my devices seamlessly connect. I have/will be paying $50 a month for a useless internet connection. Bainbridge is not living up to their word so it should be rectified. For both of these issues Ive emailed, called, showed up to the leasing office almost feeling like an harasser just to have these issues resolved and it still hasnt. This experience is not pleasant at all for me and has really taken away from my quality of life. I have attached some screenshots of my begging to Bainbridge company, contacting my leasing, for so long below. I have many more proof of neglect if needed spanning up to move in. As someone who does a lot of online work, this is horrible. To resolve this breach, I want an official copy of my lease to be emailed to me immediately, $50 credit to my account for paying for nearly a month of hassle, stress and no internet connection provision, which I believe goes against what the complex has promised to provide for me and finally $50 internet charge removed from my lease so that I can freely go and get my own internet installed/provided to my apartment.

  Business response

  11/16/2024

  Hello, 

  I apologize for any inconvenience caused by internet problems with your apartment home and the delay in receiving a copy of your lease agreement. We applied for two months of internet credit and emailed you a copy of your lease. The team has contacted the internet provider to assist with the issues with the internet in your home, and we will keep you updated while they diagnose the problem. Please contact the office if you have any future questions or issues, and we will gladly assist you. 

  Thanks

  ******* ****

  Regional Manager

• Initial Complaint

  10/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My experience with this rental property has been incredibly disappointing. On October 5th, 2024, when we visited "The Palms," nobody from the office greeted us, except for the maintenance man, who instructed us to wait outside. After twenty minutes of waiting, we returned to the office, only to stand at the door for another twenty minutes without anyone acknowledging our presence, so we ultimately left. The following week, I called to arrange a tour and spoke with *****, who told me to come by on Saturday, October 12th, to view a one-bedroom apartment. Since I do not drive, I took an **** to the property, only to find that ******* was there instead of *****. ******* informed me that she was unaware of any appointments and that there were no one-bedroom units availableonly a two-bedroom. She also mentioned she was expecting other visitors and asked me to wait outside once again. I was understandably frustrated, especially considering this was my second visit. After some time, she eventually showed me the two-bedroom apartment. The following Monday, I called ***** to explain the situation, but she seemed completely confused. Despite not having seen the one-bedroom apartment, we decided to move forward with our application and paid the application fee. Both my mother and I were to be listed on the lease, and I conveyed this information to the property manager, *** *****. She instructed me to submit our details through the portal, but my mother never had the opportunity to submit hers, which led to our application getting denied. I have made multiple attempts to contact the office for an explanation, but have not received any updates. I also faced issues uploading my documents online and reached out to the property manager for help. A man named ***** assured me *** would call me back, but that call has yet to come. Ultimately, we decided to pursue a different property with higher rent, and we were approved in ******* within three days.

  Business response

  11/11/2024

  Dear Better Business Bureau,
  
  I am writing to address a concern raised regarding this recent rental application. It appears that a guarantor was requested for the applicant, as they did not meet certain income-related criteria outlined in our rental policies.
  
  Thank you for your attention to this matter. I look forward to your response.

  ******* ******, Area Vice President

   

  
  

  Customer response

  11/12/2024

   
  Complaint: 22493123
  
  I am rejecting this response because: To clarify, I also received the name Mr. ****** from the *************** corporate office, who they identified him as the area manager. I left you a message about this issue before submitting my complaint to the Better Business Bureau. Similar to the situation with the ************* neither I nor my mother received any callbacks to discuss her documents and proceed with our request. It's hard to understand why theres only one person working in this office, and they dont return calls to assist us with uploading the required documents. Both my mother and I have reached out to speak with the property manager, ***, who also oversees other properties. Each time we called, we spoke with *****, who said the manager was busy and would return our call. Days went by without any response. We need to find a new place urgently, yet we are expected to wait for your office to get organized. This entire experience has been incredibly frustrating and disappointing. We paid our application fee, but it feels like once we did, communication from this office almost ceased. I have emails requesting information, but we have yet to find anyone willing to speak with us about this matter. Furthermore, we didnt receive a proper tour, not once but twice. After facing numerous obstacles, I reached out to the ********** office, where your name was provided. I called your office and left a message asking for a return call, but, like your associates, the only response I received was through email. This situation is unacceptable and only reflects poorly on your practices. Numerous reviews from other customers on ****** echo our experience. Given the persistent issues weve faced from the very beginning with this property and our ignored attempts at communication, we are requesting a full refund of both application fees. ***** mentioned in an email that we could request a refund from the manager, but the manager has never responded to us. We are prepared to escalate this issue further by filing complaints with the *******************************************, ***, ***, and the ******************************************************
  
  Sincerely,
  
  ***** ********

  Business response

  11/12/2024

  Thank you for your email and for sharing your concerns. We sincerely apologize for the frustration and inconvenience youve experienced throughout this process. We understand your urgency in finding a new place, and we want to address the issues youve raised regarding communication, the application process, and the need for a guarantor.
  
  Regarding the application, once it was completed, it was noted that a guarantor was required to proceed. As for your concerns regarding communication, We are truly sorry for the lack of response youve experienced. Its certainly not the level of service we strive to provide, and we regret that you did not receive the attention and assistance you needed. Our team is committed to supporting our applicants, and we will personally follow up to ensure that your request for assistance is addressed immediately.
  
  We understand that you are requesting a refund of your application fees due to these difficulties. While the application fees are typically non-refundable once the process has been initiated, We will escalate your case to the Property Manager, for review. 
  
  Please dont hesitate to reach out directly with any additional questions or concerns.
  
  ******* ******, Area Vice President

  Customer response

  11/14/2024

   
  Complaint: 22493123
  
  I am rejecting this response because:  We have attempted to contact you directly numerous times, but unfortunately, our only communication has been through the Better Business Bureau. After obtaining your information from the Wellington office, I reached out several times and left messages requesting a callback, yet we have not received any ************ is concerning to note that the ************ seems to struggle with effective communication. Due to the lack of assistance in obtaining the necessary documents, we find ourselves in the position of having to demand the return of our funds.I would also like to mention that we explored another property in *******. Despite their rental requirements being three times the rent at The Palms, we experienced a significantly higher level of professionalism and support throughout the application process and were approved quickly. The staff there were attentive and provided guidance throughout, which we did not receive from your office.We have made several attempts to advance our application with your office, but the feedback has been limited, often restricted to emails without sufficient direction.We kindly request that our refund be processed promptly. It is unfortunate that our experience has led us to feel that the professionalism exhibited by your office falls short of acceptable standards.
  
  

• Initial Complaint

  10/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  A/C does not work since the beginning of us moving in. The apartment unit that we were assigned also has a strong lingering mildew smell across the entire unit. Went and spoke to the manager Brook in person to request if we could move to a different unit and was told we would have to pay a transfer fee you put us in a unit that jeopardizes our health, then request us to pay a fee to escape from the hazardous conditions which you put us in?

  Business response

  10/31/2024

  Jut Nay,

  I have reviewed the information that you provided to the BBB.  After reviewing the work orders that have been submitted, I see that there was an issue for the A/C not working on Saturday 05/25 and this was completed on 05/28/2024.  A request for the A/C filter to replaced was put in on 06/18 and was replaced with a new filter.  On 10/20/2024 a work order was put in for the A/C not blowing in the right side of the unit.  We had a technician come out and check the A/C unit and it was blowing cold air.  You did note on the work order that there was a foul odor.  When the technician came out to check the unit, he did not note any smell.  I would be happy to discuss this with you and would be open to a credit for your original request on 05/25 that took four days to fix.  Please contact ***** ******* at ************************ and we can discuss this further.  

  I look forward to speaking with you and getting this resolved.

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

  Regional Manager Bainbridge

  Customer response

  10/31/2024

   
  Complaint: 22449249
  
  I am rejecting this response because the filter was replaced but that did not solve the issue of the A/C not working on the right side of the unit. Even the HVAC worker from SuperCool came in to check the A/C and confirmed that the A/C for the right side of the unit is not functioning properly. 
  The issue was never fixed and had been ongoing since we first moved to the apartment!
  
  Sincerely,
  
  Jut Nay Conang

  Business response

  11/11/2024

  Jut Nay,

  I would be happy to discuss this with you so we may come to a resolution to this issue.  You can email me at ************************************* or call me at ************************.  I would be happy to speak with you this week about this issue.

  Thank you,

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

  Regional Manger Bainbridge

  Customer response

  11/21/2024

   
  Complaint: 22449249
  
  I am rejecting this response because: I tried to call your number and even left a voicemail for you to call back but didnt even get any respond whatsoever! 

  And the only response Im getting is through BBB!

  And Im seeing other people complaining the same thing and you guys refusing to do anything about it!

  Sincerely,
  
  Jut Nay Conang

• Initial Complaint

  08/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Discriminated against by property manager for voicing my civil rights to a quiet environment due to tenant harassing me excessive noise at all hours . Property manager refuses to handle the situation that has been going on for a year and 2 months. Have recordings of the excessive noise and harassment from tenant. Property manager bias making false claims with no proof to back up her claims . Refusal to hear my recordings as well as speak to maintenance staff that was in my apartment and heard and witnessed the excessive noise . Discriminated against me based on race and due to fact I have no children living with me.

  Business response

  09/06/2024

  Good afternoon;

   

  The resident mentioned in your complaint moved out on 7/24/24. Concerns were addressed and investigated including listening to recordings with ***** in which we were not able to hear any excessive noise which exceeded the normal guidelines of apartment living. 

   

  Thank you 

   

  Customer response

  09/07/2024

   
  Complaint: 22215706
  
  I am rejecting this response because:

  The business response is fraudulent. They sent office staff to my apartment to listen to the harassing excessive noise from that tenant . Office staffer ****** listened and recorded said excessive noise and advised me that it was in fact intentional harassment of excessive noise disrupting my quiet enjoyment. 
  So they lied saying they didnt hear anything. Do not believe anything this business tells you . They lie and discriminate against family status , race and disability. Current tenant they moved in there a month ago is the new issue. Excessive noise at 530AM-7AM IS OUTSIDE OF THE QUIET HOURS! Excessive pounding during those hours of the morning ! Business refused to listen to my recordings in the office of the excessive 530AM excessive pounding ! 
  Refused to ask tenant to be advised of the quiet hours to stop the pounding . Told me to deal with it on my own! Its disturbing my right to quiet enjoyment and SLEEP during those hours !! Business refused to handle the issue professionally and non bias and non discriminatory. Told me person is single mother . That doesnt give her a right to disrupt my right to quiet enjoyment . Just because I do not have little kids and Im not a single mother. In turn the year they forced me to live under said harassment of excessive noise has caused me severe mental anguish and emotional distress. Which they continue to allow to this day for their refusal of handling excessive noise that is outside of the quiet hours of 7am-10pm!!! When the loud pounding on the floors and walls starts at 530AM!!
  
  Sincerely,
  
  ***************************

  Customer response

  09/07/2024

  To add to my complaint of PROOF of business STAFF hearing the excessive noise , property manager was told that maintenance personnel ALSO was inside my apartment working in my AC UNIT and witnessed for himself the excessive pounding above me from current tenant ! Business still refused to address the issue with said tenant , due to shes a single mother ! So because I am a grown adult, married, and mother of an adult son I have no rights according to business staff . 

  Business response

  09/09/2024

  Dear resident;

   

  We investigate all residents complaints. We do not discriminate. 

   

   

  Thank you 

  Customer response

  09/13/2024

   
  Complaint: 22215706
  
  I am rejecting this response because:

  Property manager ********************* in fact REFUSED to investigate our excessive noise complaint on 8/23/24 at 4:15pm. My husband and I both requested a conversation with her about the excessive noise from tenant above us at 5:30AM DAILY until 7AM, and sometimes later if tenant is home . And Excessive noise continues in the evening hours . 
  There were other office staff present when we voiced our complaints to our right of quiet enjoyment being violated . Property manager ***** REFUSED to listen to us , REFUSED to discuss the situation, REFUSED to listen to our videos of the noise . In fact , told us she was not addressing the issue, we have to sit there and deal with it , tenant is single mother. And when asked so you are not going to handle the situation to eliminate the excessive noise we have to deal with it on our own she replied YES. 
  How is that as you say investigate every tenant complaint when she clearly REFUSED to handle the situation? 
  And yes she discriminated against us when saying tenant is a single mother as if my rights as a MARRIED MOTHER do not matter , as well as feeling discriminated by the color of my skin, as issue tenant is of color and I am white. She refused to address the tenant of her excessive noise , refused to listen to my videos , and refused to even meet with us professionally without bias. She turned the situation into a confrontational one , in the main lobby of the residential office. She also REFUSED to listen when we explained that her own maintenance employee was in our apartment working when the above tenant was making excessive noise and witnessed what we experience daily and she REFUSED to follow up with him regarding that. Clearly REFUSAL is NOT investigating tenant complaints. Excessive noise POUNDING SHAKING MY APARTMENT at 5:30AM -7am and later has caused me emotional distress as well as mental distress on top of triggering anxiety and ptsd , is all in violation of my rights to quiet enjoyment , regardless of FAMILIA STATUS!
  

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

• Initial Complaint

  08/29/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On July 17, 2024 I submitted a $300 deposit with my application. My application was not approved and *** yet to receive my refund. Both myself and the employees at ******************** have been trying to communicate with BainRidge for weeks with no response. They dont respond to emails and their phone system is a dead end. Its been over 40 days! The fact that Im even having to take this measure for a response is concerning enough but I doubt that Im the only person this has happened to. I can only imagine how many problems go ignored by their actual residents.

  Business response

  09/05/2024

  Dear *****;

  We are sorry that it's taking this long to receive your refund. We resubmitted your refund information to our accounting department. You should receive your refund in the next 10 days.

   

  Thank you 

   

• Initial Complaint

  08/20/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have been attempting to formally dispute my early termination fee since May 24, 2024 without any success. No one has returned my call, including higher *** from corporate. I formally resided at Bainbridge Sunlake, which is a Bainbridge Companies property. I have an early termination fee of $3,770.39 being requested from me. I have been a resident at Bainbridge ******* since August 2021 and have experienced numerous issues that significantly impacted my health and well-being, which necessitated my decision to move out.During my tenancy, I observed several other residents moving out due to severe issues such as black mold. I have experienced similar problems, particularly with black mold in my apartment. Despite reporting this issue via email in December 2023, no effective action was taken to remediate the mold. Instead, a maintenance worker attempted to cover the mold with caulk, which is an inappropriate and inadequate method of addressing such a serious health ************* in an environment with black mold poses significant health risks, which forced me to seek a healthier living situation. Consequently, I had to break my lease to protect my health. Given the circumstances, I believe it is unjust to impose an early termination fee on me.Additionally, I have paid for amenities that were consistently unavailable or poorly maintained throughout my stay at Bainbridge *******. Despite these ongoing issues, residents, including myself, have continued to be charged for these non-functional amenities.Based on the above reasons, I do not agree to pay the requested early termination fee. I have attempted to reach out to multiple individuals, such as Dakota M and ******* *. however, as expected there has been no returned communication on their end.

  Business response

  08/21/2024

  Hello *******,
  
  You elected to terminate your lease early knowing that the termination fee would be charged. You have been spoken to about this by the Assistant Manager and Property Manager. The only mildew reported in your apartment home was in December of 2023, and maintenance took care of the work order you placed. They simply cut out the caulking in the shower and replaced it because there was no mold present after the caulking was removed. We have no other e-mails, work orders, or phone calls from you regarding any mildew in your apartment home. In addition to that, upon your move-out inspection, there was no mildew present, or any report that this was an issue.
  
  We also have messages to the Assistant Property Manager where you were electing to terminate your lease because of your parents purchasing a home and you deciding to live there instead and wanted to know what could be done about the termination fee. At that time, the Assistant Property Manager looked at your lease and notified you of what selection you had made to your termination fee addendum. At the time of you signing your notice to vacate and all correspondence with the site team, you never reported the mildew issue until after you were charged a termination fee.
  
  Attached are screenshots of your e-mails to the office team, work order placed as well as direct messages to the Assistant Manager. 
  
  Thank you,
  
  

  Customer response

  08/23/2024

   
  Complaint: 22169847
  
  I am rejecting this response because: I acknowledge the existence of a termination fee; however, the specifics of where we moved and whose residence we relocated to are private matters. The key issue at hand is the health hazards present in the apartment. The claim that the caulking in the shower was cut out and replaced is inaccurate. I was present when maintenance attempted this, and I informed them that such an approach is inadequate for addressing a mold problem. Maintenance has a history of marking work orders as completed when, in fact, they were not. We chose not to raise complaints about this due to my fianc's friendship with one of the staff members, as we did not wish to create unnecessary tension.
  
  Having been with Bainbridge from the beginning, I have observed how the company handles issuesoften resorting to legal threats against tenants who raise concerns. I am also aware that Bainbridge has a recurring problem with black mold, as several individuals I know have encountered this issue and subsequently moved out. I anticipated that Bainbridge would claim the mold issue was resolved, as this has been their pattern in the past. Fortunately, I took photographs of the mold on the day we vacated the apartment, which are attached along with a timestamp.
  
  Additionally, I would have appreciated a more prompt response from your company, rather than having to seek resolution through the BBB. This further underscores the ongoing lack of communication and accountability.
  
  Sincerely,
  
  ******* ********

  Customer response

  08/23/2024

  Attached photo for response.

  Business response

  08/27/2024

  Good afternoon Brea L., I am in receipt of your letter on 8/27/24 advising that there is additional correspondence regarding this case.  I do not see any new correspondence, files or photos.  What is new that needs to be responded to?  Thank you.

  Business response

  08/29/2024

  Hello *******,
  
  As previously stated, you broke your lease due to your parents purchasing a home and not moving to the ******* area for 5+ years, and you and your roommate deciding to live in their home over an apartment. You and your roommate made the decision to break the lease knowing what the termination fee was and the requirements. 
  
  This growth issue you are claiming did in fact not play a factor into your lease break and was brought to light after you moved out and were charged. Again, maintenance responded to your work order appropriately which upon examinateion was mildew build up in your shower, removed and re-caulked. At this time, there is nothing more to discuss and your termination fee stands. As for your comments about the amenities, the team members at Bainbridge Sunlake have worked diligently over the last year to get any and all deficiencies on the property rectified and in proper working order.
  
  
  Thank you! 
  
  

  Business response

  08/29/2024

  Hello *******,
  
  As previously stated, you broke your lease due to your parents purchasing a home and not moving to the ******* area for 5+ years, and you and your roommate deciding to live in their home over an apartment. You and your roommate made the decision to break the lease knowing what the termination fee was and the requirements. 
  
  This growth issue you are claiming did in fact not play a factor into your lease break and was brought to light after you moved out and were charged. Again, maintenance responded to your work order appropriately which upon examinateion was mildew build up in your shower, removed and re-caulked. At this time, there is nothing more to discuss and your termination fee stands. As for your comments about the amenities, the team members at Bainbridge Sunlake have worked diligently over the last year to get any and all deficiencies on the property rectified and in proper working order.
  
  
  Thank you! 
  
  

  Business response

  08/29/2024

  Hello *******,
  
  As previously stated, you broke your lease due to your parents purchasing a home and not moving to the ******* area for 5+ years, and you and your roommate deciding to live in their home over an apartment. You and your roommate made the decision to break the lease knowing what the termination fee was and the requirements. 
  
  This growth issue you are claiming did in fact not play a factor into your lease break and was brought to light after you moved out and were charged. Again, maintenance responded to your work order appropriately which upon examinateion was mildew build up in your shower, removed and re-caulked. At this time, there is nothing more to discuss and your termination fee stands. As for your comments about the amenities, the team members at Bainbridge Sunlake have worked diligently over the last year to get any and all deficiencies on the property rectified and in proper working order.
  
  
  Thank you! 
  
  

  Customer response

  09/05/2024

   
  Complaint: 22169847
  
  I am rejecting this response because: As previously mentioned, the decision where my fianc and I moved to is personal and does not concern you. An opportunity arose, and we chose to take it. The living conditions at Bainbridge were unacceptable, and it was challenging to consistently voice our concerns, especially given that some staff reside on the property and the reputation Bainbridge has for intimidating residents who raise issues. We also observed and experienced first-hand how staff discussed residents who complained, which created an uncomfortable living environment. Again, the maintenance work order was not completed properly. The timestamp on my last photo clearly shows that the work was not "removed and re-caulked" as claimed. Bainbridge staff have a history of marking jobs as complete when they are not. I have documented these concerns in multiple surveys and by repeatedly submitting the same requests, which should be reflected in my work order history.
  
  Do you have the toxicology report that confirms the substance was mildew and not black mold, as stated when the issue was addressed after our departure? I would like to review it. It is also unclear whether any maintenance staff are certified to identify or test for black mold. According to Florida law, landlords are legally required to ensure that rental properties are free of mold and other health hazards. Proper professionals should be hired to address this issue, as it can pose serious health risks.
  
  Sincerely,
  
  ******* ********

  Business response

  09/16/2024

  Thank you for providing your feedback, *******. 
  
  As previously mentioned in our previous responses, Bainbridge Sunlake handled the work order place for your shower caulking properly and no other issues were reported in until after you moved out. 
  
  We are standing firm on the lease termination fee. 
  
  
  Thank you
  
  

  Customer response

  09/16/2024

   
  Complaint: 22169847
  
  I am rejecting this response because: As previously mentioned in multiple communications, the work order was not completed. I have documented evidence showing that this work was not completed. Given the clear evidence, it is concerning to see that the work order was "completed." This shows the the lies and corruption that Bainbridge engages in. As we have been unable to resolve this issue amicably, I will be pursing other avenues to address my concerns.  
  
  

  Customer response

  09/16/2024

  Was unable to attach to response.

  Business response

  09/27/2024

  As mentioned in our previous responses, Bainbridge Sunlake handled the work order place for your shower caulking properly and no other issues were reported until after you moved out. 
  
  We are standing firm on the lease termination fee. 
  
  

• Initial Complaint

  08/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The pedestrian gates at Bainbridge ************** have been broken and in the locked position since July 16, meaning that residents cannot enter their own buildings unless they find a gate propped open or walk all the way up to the car gates at the front.My first several emails to onsite management were ignored, and after a few days and another follow up they finally gave a generic response saying that they hope to fix the issue very soon, even though its been ongoing for a month.Even when someone props a gate open, management quickly comes around and shuts them, locking residents out of their own home.I suggested that until it is fixed, they should formally prop each gate open with a brick or rock and advise residents of this, but their response was that its a hazard and anyone will be able to gain access to the community. So their logic is to also stop the complexs own residents from accessing their home? If a criminal wants in, theyll find a way in, as easy as jumping over the fence or following a car through the front. That is not a valid response and something needs to be done immediately to resolve this, since the local team is not capable of doing so.

  Business response

  08/16/2024

  Dear ******,
  
  Thank you for your feedback. We take resident concerns very seriously. We acknowledge the issue with the pedestrian gates and apologize for the inconvenience it has caused.
  
  Our team is actively working on a resolution as we are waiting on a part to complete the repair, the part arrived today and will be repaired. We encourage you to contact us directly at ************ so we can address your concerns promptly and provide any necessary assistance.
  
  Thank you for your patience.
  
  Sincerely,
  
  *********************************
  Community Manager
  Bainbridge **************

  Customer response

  08/16/2024

   
  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,
  
  ***************************

*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. ↩