Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/07/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The maintenance staff at 1500 ********* has been manipulating the success of work orders by marking work orders complete, when they have no even been addressed. **** the property manager, said that the work orders were marked complete because even though the work orders were not complete, it was no longer the properties problem. This has led to work orders not being completed timely, or at all. There must be an audit in the maintenance services this property has completeled.

• Initial Complaint

  Date:10/15/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally express my dissatisfaction with 1500 Arlington Apartment managed by Bernstein Management Corporation. After moving out, I was charged for primer, plaster, and deep cleaningfees which I believe are unjustified. I do not smoke and only used standard scented candles and incense during my tenancy. These items do not cause damage that would warrant extensive cleaning or repairs.Despite my requests, I have not been provided with any reasonable explanation for the charges, nor have I received evidence to support their legitimacy, such as invoices, receipts, inspection reports, or any relevant correspondence with the landlord.Furthermore, communication with the management has been unproductive. Negotiations ceased without notice, and the matter was escalated to a collection agency without proper resolution. This reflects a concerning lack of transparency and poor customer service on the part of the property management company.I am submitting this complaint to bring attention to the issue and to inform potential renters of the risk of hidden charges and the lack of accountability demonstrated by this management company.

  Business Response

  Date: 11/12/2024

  Good morning,

  ****** *** was a resident at 1500 ********* Apartments.  They moved out on 5/25/2024.  Upon move-out it was discovered that the resident had significant smoke damage.  The entire unit had to be painted with a primer to block the smell.  Additionally, the vendor had to use a primer and a second coat a paint.  These costs were above our normal turn costs and were passed on to the resident after move-out as a balance they owed to the management company.  Additionally, they owed money for their final utility bills (electric, gas, water/sewer, and trash) which amounted to $312.65.  Her total owed should have been $1861.65.  The Property Manager who worked with the resident on the move-out balance had negotiated to reduce the amount owed, but never communicated internally to our Team before she left the company in August.  

  I will contact *** the collection company and have this removed from any collection activity.  The account balance will be reduced to just the final utility charges of $312.65, which will be deducted from her $500 security deposit.  The resident will receive a refund in the amount of $187.35.  We apologize for any inconvenience this may have caused our former resident.

  Thank you,

  ***** ******

  Customer Answer

  Date: 11/20/2024

  [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

  Date:10/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 9/15/23, I submitted a reasonable modification request along with a doctors note to use a window ac unit. After almost a month, on 10/14/23, I still had not heard anything back, so I sent a follow up. It is not until today, 10/18/23, that anyone gave me an answer. At this point, they denied my request, due to the structure of the property. My mother is an architect and informed me that there would be no structural reason I could not have this accommodation for my medical needs. I called the company. The person I spoke with contradicted what was said in the email; he claimed it was a liability issue of it falling on someone. This man talked over me and would not let me speak. Otherwise I would have told him that that is not an issue since I have a deck outside of my window. Also, this was not the reason I was denied in the first place. He then refused to let me ask further questions to clarify and would not give me the contact information for the regional manager to attempt to resolve this issue. I would like my reasonable medical accommodation to be approved so that I can live in my own home comfortably while being able to manage my chronic health issues.

  Business Response

  Date: 11/16/2023

  Hello,

  Our records indicate that the management team for your building responded to your question immediately. As stated to you by the Property Manager, unfortunately this building can not support the long-term use of a window A/C unit because: 1) there is no dedicated power source to support these units on an ongoing basis, 2) condensation from window units affects the structure of the building, in addition to leaking onto units below and individuals passing by and 3) long-term use of these units can damage the window seal and frame. Please also note that because the building naturally settles and shifts during storms, high winds and fluctuating temperatures, we cannot guarantee that a window A/C unit would stay tightly secured at all times, becoming a potential liability and danger to those below.

  All of that said, our team has reached out to offer you several other options to address your request while keeping you and all residents safe, including use of an in-unit portable A/C and fans during the summer months in addition to opening the windows or lowering the heat during the winter months. At this point, we have yet to receive a response from you regarding these options. Please understand that we value you as a resident and hope we can work with you on one of the suggested options. We look forward to hearing from you.

  If you have any questions or need additional information, please do not hesitate to contact us at [email protected].  Thank you for the opportunity to respond. 

• Initial Complaint

  Date:09/10/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  First of all, this property management failed to honor their words. They first conditionally approved me, then notified me it's pending a review. They called me and claimed the rent went up while they were doing the background review. So either I had to accept their raised rent or give up my application. I decided to accept their unfair offer. Submitted my proof of income to a third-party website they provided. Then several days later, they asked me to send them my past 3 months' bank statements. I worked in my company for 3 years already, sent them a screenshot from my bank showing partially of my bank statements and paycheck deposit, They said it was not acceptable and still asking for the bank statements. I told them I did not want my routing and account number leaked since I had a bad experience before. If they can not proceed then deny my application. They canceled my application without notice or anything. During the whole application process the response was slow, leasing agent was not knowledgeable about what he was doing. I had to call several times to ask how did my application go. I need my refund back.

  Business Response

  Date: 09/27/2023

  Hello,
  
  The Bernstein Management Corporation (BMC) “Application Eligibility Criteria DC” Form, signed by all applicants before paying any fees, states that application fees, along with credit card convenience fees, are non-refundable. As such, when an applicant is denied, BMC issues an earnest fee refund via check mailed to the home address listed on the application; application fees are not refundable.
  
  Because you paid the $300 earnest fee, we have issued a refund in the amount of $300, which will be processed over the next 7 business days.
  
  Unfortunately, we were not able to proceed with your application for these reasons: 1) you did not provide sufficient proof of eligible income; 2) you did not provide a guarantor as an alternative.
  
  If you have any questions or need additional information, please do not hesitate to contact us at [email protected].
  
  Thank you for the opportunity to respond. 

• Initial Complaint

  Date:08/03/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had multiple leaks and flooding in my apartment and as such was promised over email and over the phone concessions totaling close to $6,000. Then, the business came back and retracted and is only offering half which shows bad faith.

  Business Response

  Date: 10/02/2023

  Hello, 
  
  Bernstein Management Corporation (BMC) entered into an agreement with you to provide a rent credit in the amount of $5,541 to cover the amount of time you were displaced while repairs were being made due to a drainage issue ($2,076), a move-in incentive that was never correctly applied ($3,065) and to cover your renter’s insurance deductible for the claim for prior mentioned drainage issue ($400). 
  
  Between August 1, 2023 and August 9, 2023, you were issued credits in the amounts of $2,372.90; $3,065.00 and $400.00, totaling $5,873.90. Additionally, you were let out of your lease penalty free at your request, effective 9/2/2023, as a good faith gesture for the inconveniences you experienced. 
  
  If you have any questions or need additional information, please do not hesitate to contact us at [email protected]. Thank you for the opportunity to respond. 
  
  

  Customer Answer

  Date: 10/02/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and noticed it predates my complaint - I had to argue with the business initially but eventually got what was agreed upon. 
  
  
  
  Regards,
  
  
  
  ****** *****
  

• Initial Complaint

  Date:01/24/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Jan. 21st, experienced an unprofessional interaction engagement when I dropped by to visit with a Bernstein Management staffer is when I was confronted by **************** who abruptly interjected in a verbal exchange after I requested if a Bernstein Management leasing agent was available. ***************** initially, walked away without acknowledging I was present. Very contentious, unethical, and callous attitude toward new future perspective resident (consumer). In an abrupt tone, as if to yell, "do you want me to take your application."On Jan. 24th, experienced Ms. ******* who was initially not at her post but away preoccupied with "escorting her child from the school bus to the apartment home", instead of ******* the leasing office. I perceived her to demonstrate a poor attitude which was less than welcoming, hospitable, and professional. Ms. ******* did not initially introduce herself as representing Bernstein Management Corp. Needless to say, our interaction did not start very well because I am expecting a level of business professional customer service in sales and hospitality that Ms. ******* did not satisfactorily meet on my initial meeting. I was so disappointed that I decided I did not want to be engaged with her combative energy to the extent I requested to speak further with Mr. **** who demonstrates stellar customer service. Ms. ******* at one point I witnessed hearing her "grunting" over my conversation with Mr. **** which she then proceeded to rudely interrupt our conversation. **************** and Ms. ******** both can strongly benefit from customer service satisfaction and accountability training coaching opportunities.

  Business Response

  Date: 02/03/2023

  ---------- Forwarded message ---------
  From: ***************************** <**********@bmcproperties.com>
  Date: Thu, Feb 2, 2023 at 10:13 AM
  Subject: Response to Complaint ID ********; ***********************
  To: Dispute Resolution Team <[email protected]>
  Cc: *************************** <*************************>, ********************************* <*****************************>
  

  
  
  

  February 2, 2023

   

  Dispute Resolution Team, Better Business Bureau            

  1411 ********, 10th Floor

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

  Phone: ************ Fax: ************

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

   

  RE: Response to Complaint ID ********; ***********************

   

  Bernstein Management Corporation (BMC) is in receipt of the complaint filed by ************************ 

   

  We have investigated his claims thoroughly and have record of several attempts by phone call and email by our Senior Property Manager to help ****************** come to a resolution.

   

  Additionally, upon receipt of this complaint I personally attempted to reach out ****************** via email.

   

  ****************** can reach out to us directly by calling ************ or by emailing **************************.  We are happy to discuss his claims and a permanent resolution.

   

  If you have any questions or need additional information, please do not hesitate to contact us.  Thank you for the opportunity to respond.

   

  Sincerely,

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

  A.V.P

   

   

  ******************************** Assistant Vice President
  5301 **************************************************************************** 20015 Direct: ************ | Fax: ************ ************************** | www.bmcproperties.com

  Customer Answer

  Date: 02/03/2023

  Complaint: ********
  
  I am rejecting this response because: In pursuant, the respondents (Mr. ********* is deflective of the immediate concerns and the nature of complaints addressed by the consumer(I, Me). The *********s made are not addressing the issues raised which draws even additional concerns. 
  

  He alluded to We have investigated his claims thoroughly and have record of several attempts by phone call and email by our Senior Property Manager to help ****************** come to a resolution. Need clarity as to what extent does this address the systemic customer service issues that seemingly are playing out at the ********** at Pentagon City in Arlington, VA. I have attached the voicemail transcript the Leasing Manager left on January 26th, and I was perplexed she did not know the geographical location in which the property resides.

  Therefore, I outlined very clearly in the ****** review and in the Better Business Bureaus Report Analysis what I encountered, experienced, and witnessed with specified time stamps. My time is utmost important and valuable in addition to the respect I have for myself to entertain a discussion that you need to have with your staff not the consumer. 
  

  All we need you to do is make improvements and succeed in the areas of performance training your staff how to consistently, courteously, hospitality, and professionally deliver state of the art customer service experience to consumers (residents and/ perspective future residents). You do not need to speak to me about anything furthermore. I'm enlightening you by bringing much needed attention and making you aware what us consumer who are keeping you in business are experiencing and needs improvement.

  Regards,
  
  ***********************