Complaints

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

close

Find a Location

Bahia Property Management, LLC has 3 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Bahia Property Management, LLC

  550 N Reo St Ste 300 Tampa, FL 33609

  
• 

  Bahia Property Management LLC

  8350 NW 52nd Ter STE 106 Doral, FL 33166-7706

  
• 

  Bahia Property Management, LLC.

  7550 Futures Dr STE 201 Orlando, FL 32819-9096

  

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:05/30/2025

  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.

  Bahia Property Management is hands-down the most neglectful and unprofessional property management company Ive ever dealt with. Maintenance requests are ignored for weekssometimes months. Weve dealt with multiple serious leaks that took weeks to fixeven when the damage was actively spreading. Repairs are done halfway (if at all), and they act like basic habitability is a luxury. Good luck getting anything fixed without begging first.Theyre also incredibly disrespectful of your time. Even when appointments are scheduled, maintenance shows up hours lateif they come at all. Weve had to rearrange our entire day more than once, only to be left waiting.Weve been told to vacate by June 30thwithout being given the proper 60-day notice. And based on how other tenants have been treated, were already bracing ourselves for a battle over the security deposit. Weve documented everythingphotos, messages, timestampsbecause weve seen this pattern before.This isnt a one-off experience. Just scroll through the reviewsso many tenants are reporting the same shady tactics. If youre thinking of renting from them, prepare for frustration, lost money, and possibly legal action just to get back whats rightfully yours. Wish I could give zero stars.

  

  Business Response

  Date: 06/07/2025

  We appreciate the opportunity to respond to the concerns raised by Ms. ***** ***. We take all tenant feedback seriously and strive to address complaints with transparency and professionalism. Below is our detailed response to each of the main points presented:

  1. Maintenance Delays & Quality of Repairs

  Our records show that several of the delays in repair completion were due to the tenants own behavior, including instances where access to the property was denied, or the tenant was unresponsive to scheduling attempts. In multiple documented cases, our maintenance department was either explicitly asked to delay work or was unable to proceed because the tenant was not available or did not provide access.

  We acknowledge that timely repairs are essential and, as a policy, we strive to resolve maintenance requests within a reasonable timeframe. However, our ability to do so depends on the tenants cooperation in providing timely access to the property. We have also addressed all known repair needs when access was granted, and there is no record of the tenant having to beg to be heard, every request submitted was acknowledged and documented.

  2. Scheduling & ************************************** works with third-party vendors for all maintenance work. While we aim to maintain strict scheduling standards, occasional delays or missed appointments can occur due to unforeseen circumstances such as prior job overruns or traffic-related delays, factors that are common in the industry.

  That said, we always communicate these changes to tenants whenever we are notified in advance by the vendor. We understand the inconvenience caused when appointments shift and continue to work with our vendors to improve reliability. These situations are not the result of neglect or disregard, and they are not indicative of systemic issues or poor management.

  3. Lease/Legal Compliance

  The lease for Ms. **** residence is set to expire on June 30, 2025. A notice of non-renewal was posted on May 22, 2025, providing 38 days notice prior to the lease expiration date. This action complies with both Florida landlord-tenant law and the terms of the lease agreement, which requires at least 30 days notice for non-renewal at the end of the lease term.

  On May 23, 2025, Ms. *** contacted our office and asked for a reason why the lease would not be renewed, as well as requested to apply her security deposit toward her final months rent. She was informed that the landlord is not obligated to provide a reason for choosing not to renew the lease, and that applying the security deposit as last months rent is not permitted under the lease agreement. The deposit is refundable only after the move-out process and completion of inspections and any applicable claims.

  4. Security Deposit Concerns

  At the time this complaint was filed, no determination regarding the security deposit had been made. The tenant's concern is speculative and based on future assumptions rather than actual events. Every tenants deposit is processed in accordance with Florida statute, and deductions, if any, are made only after documented move-out inspections and within the required legal timeframes. Ms. *** is encouraged to participate in the move-out process and communicate any concerns through the appropriate post-tenancy channels.

  5. General Dissatisfaction & Allegations

  We strongly refute the tenants characterization of our company as neglectful or unprofessional. Our team has responded to her inquiries and maintenance concerns, documented communications consistently, and provided legally compliant notice for lease termination.

  While we understand that no property management company can satisfy every tenants preference, we are committed to fair treatment, timely service, and respectful communication. The tenants claim that this is a pattern based on other tenants experiences is anecdotal and not representative of our service standards. We welcome feedback, and where issues are identified, we make every effort to address them professionally.

  Conclusion

  We take our responsibilities as a property management company seriously and always act within the scope of the law and lease agreements. We respectfully disagree with the narrative presented in this complaint and believe the documentation and facts support our actions in this matter. We encourage Ms. *** to complete her tenancy in accordance with the lease terms, and we remain open to resolving any outstanding issues through the proper channels.
  Sincerely,
  

  
  

• Initial Complaint

  Date:05/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented with these company for ******, from 9/2021 to 4/2025 the property was conveniently close to work. I always paid my rent on time, and never complain about the constant repairs or yearly lease renewal increases and now they are trying to take $1225 of a $1450 security deposit for unwarranted charges. They removed my access to tenant portal where they have all the pictures and evidence of why these charges are not valid and still doing nothing to resolve the issue. I have plans to file with the court system to recover my deposit.

  

  Business Response

  Date: 05/27/2025

  We appreciate the opportunity to respond to the concerns raised by Ms. ********* ******** regarding her security deposit refund.

  Ms. ******** resided at the property from September 2021 through April 30, 2025. We acknowledge and appreciate that she was a long-term tenant who consistently paid rent on time.

  Following her move-out on April 30, 2025, our office issued a security deposit claim letter on May 16, 2025, outlining deductions totaling $1,225. On May 21, 2025, we received a formal dispute from Ms. ********* We responded promptly on May 23, 2025, detailing the basis for each charge, which included cleaning, carpet cleaning, wall touch-up repairs, and a damaged dryer vent.

  Later that same day (after business hours), Ms. ******** submitted move-in photos and additional documentation in support of her position. After reviewing her evidence, we re-evaluated the charges and, on May 26, 2025, issued a revised claim letter reducing the amount withheld from $1,225 to $725.

  The revised charges included:
  $325 for general interior cleaning, in accordance with the lease agreement
  $350 for carpet cleaning, also stipulated in the lease
  $50 for a damaged dryer vent, which the tenant acknowledged in writing
  A $500 charge for drywall repairs was removed after consideration of her evidence

  The updated breakdown was communicated to Ms. ******** via email, text message, and voicemail. Her access to the tenant portal was deactivated following move-out as part of our standard offboarding process. Nevertheless, we remained fully available and responsive, providing detailed explanations and documentation directly via email and phone.

  We believe this resolution reflects a fair and reasonable outcome based on the terms of the lease and the condition of the property upon move-out. We remain open to continued communication and are committed to transparency and professionalism in resolving any remaining concerns.

  Sincerely,
  

  
  

  Customer Answer

  Date: 05/27/2025

   
  Complaint: 23375594
  
  I am rejecting this response because:

  Their justification for the cleaning fees based on a vague lease clause citing market rate lacks transparency. Moreover,their public response on a ****** review indicated that cleaning fees are charged regardless of the propertys condition, which directly contradicts the principles of fair and lawful deposit handling. This further supports my position that these deductions are arbitrary and unreasonable.
  
  Attached is a full detail response of why I am rejecing this response. 

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

  

  Business Response

  Date: 05/28/2025

  We appreciate Ms. ******** continued engagement and the opportunity to clarify further.
  
  We understand her concerns regarding the cleaning charges and wish to address them directly:
  
  Cleaning Fees and Lease Agreement:
  The lease agreement Ms. ******** signed includes a clause specifying that professional cleaning and carpet cleaning will be deducted from the security deposit, consistent with local market rates. These charges are not arbitrary, but based on standard pricing from professional vendors. In Ms. ******** case, the charge for general cleaning was $325 for a 1,100-square-foot homeequating to approximately $0.29 per square foot, which is within current market rates for professional cleaning services in the ***** area.
  
  Transparency and ****************************************** initial dispute, we promptly reviewed the photos and documents she submitted and reduced the charges by $500, demonstrating our willingness to re-evaluate and adjust claims when appropriate. All documentation, including photographic proof that the house was left in a state that necessitated cleaning, was sent directly to Ms. ******** by email.
  
  Online Statement Misinterpretation:
  Ms. ******** refers to a public response on a ****** review. To clarify, the intent behind our public comment was to highlight that our lease clearly states professional cleaning and carpet cleaning will be charged at move-out, and the tenant agreed to those terms upon signing. The phrase regardless of condition was not meant to imply that charges are arbitrary, but rather to underscore that the obligation is based on the lease itself, not on a tenants personal perception of cleanliness. In Ms. ********* case, the charges were aligned with those lease terms and supported by internal documentation. If the public comment was misunderstood, we regret any confusion. Nonetheless, we stand by our decision as a fair application of the lease terms to the documented condition of the property.
  
  In summary, we have already adjusted the charges once in good faith and provided all supporting documentation directly. We believe the revised claim of $725 is justified under the lease and Florida landlord-tenant law. However, as a gesture of goodwill, we are willing to reduce the cleaning fee by 50%, lowering it from $325 to $162.50. We cannot waive the fee entirely, as considerable cleaning was still required to bring the property to rent-ready condition. See attached photos to substantiate this. The carpet cleaning charge will remain unchanged.
  
  Our ***************** will contact Ms. ******** in the coming days with an official dispute response.
  
  Sincerely,

  Customer Answer

  Date: 05/30/2025

   
  Complaint: 23375594
  
  I am rejecting this response because:

  The carpet cleaning charge of $350 is not justifiable. Please see attached document with complete response. 
  
  Sincerely,
  
  ********* ********

• Initial Complaint

  Date:04/29/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was a tenant at the property *************************************************. My wife and I lived there from 2023 to August 2024. At the time of move in, there were multiple nail holes in the wall from the previous owner/tenant. I spoke witha property management agent - **** ******* and sent an email stating that I would use paint left in the garage of the property to touch up the holes in the wall. I also discussed this with him over the phone, and he said that that would be fine. However, when we moved out of the property, the property management group charged us $350 (an excessive amount) for touchup paint repairs. They decided the reason for this is that we never had written approval to touchup or paint the walls. After a lengthy dispute process, they upheld their initial decision and subtracted the $350 from our security deposit. The home has been listed on themarket, and as recent as this month, I toured the property during an open house and took photographic evidence that they never actually performed the repairs they charged me for. I would like a refund of this $350 as the house is now currently being sold to another owner, and they have had eight months to complete these repair repairs and clearly never intended to.

  

  Business Response

  Date: 05/02/2025

  Thank you for the opportunity to respond to this complaint.

  
  We sincerely regret that the former tenant feels unfairly treated in this matter. At our company, we strive to treat all residents respectfully and in accordance with the terms of their lease agreements and Florida law. We appreciate the tenant taking the time to share their concerns.

  
  To clarify, the former tenant of 432 Diamond Dove Cove applied paint to the interior walls using leftover paint found in the property. Unfortunately, as the tenant later acknowledged in writing, the paint did not match the original color, resulting in visible mismatched patches that required professional correction.

  
  While we understand the tenant acted with good intentions, the lease agreement requires written approval for any alterations, including painting. This policy exists to prevent exactly this type of outcome, where well-meaning repairs lead to additional restoration costs.

  
  The $350 charge reflects the fair market rate for the necessary touch-up and repainting work and was assessed only after a comprehensive review. 

  
  After the tenant moved out and the final accounting was completed, the property owner elected to terminate our management agreement and proceed with listing the home for sale. At that point, we transferred the reimbursed funds to the owner, and we no longer had the authority to control how or when repairs were completed.

  
  We understand the tenants concern upon revisiting the property and not seeing evidence of the repairs. From their perspective, this may understandably feel frustrating. However, our role was to document the condition, determine responsibility based on the lease, and ensure that any funds for damage were returned to the property owner which we did.

  
  We value our tenants and always aim to resolve disputes as fairly and transparently as possible. While we are unable to revisit this matter further due to the conclusion of our management responsibilities, we appreciate the former tenants feedback and hope this explanation provides clarity regarding the decisions made during our oversight of the property.

  
  Sincerely,
  

  
  

• Initial Complaint

  Date:12/17/2024

  Type:Sales and Advertising 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.

  Beware of Bahia Property Management I had an incredibly disappointing experience with Bahia Property Management. After expressing interest in renting a unit, I was informed that it would not be available for two weeks to allow for a thorough cleaning and inspection. I paid a security deposit and an application fee, trusting their assurances. However, I was not allowed to walk through the property before moving in on December 13th.Upon entering the unit, it was immediately clear that no cleaning or inspection had been performed. The unit was filthy, with visible dirt, grout, and mildew throughout. The air conditioning unit was non-functional, and the air filter was black with dirt, clearly unchanged for what appeared to be a year. Worse, the filter was the wrong size, allowing dust and debris to accumulate in the air ******** I began moving in, the kitchen flooded due to a malfunctioning ice machine in the freezer. There was no shut-off valve for the water line, further indicating that no proper inspection had occurred. I had to pinch the line to stop the flow of water temporarily. Despite numerous calls, texts, and emails to Bahia Property, I received no response as this occurred on a Friday night, and their office was closed for the ********** the time I was able to mitigate the flooding, water had seeped into the walls and cabinets. I am now concerned about mold growth, which poses serious health risks. Despite my efforts to communicate with Bahia Property, I was met with rudeness and no sense of ************************************* has demonstrated gross negligence, dishonesty, and a complete lack of care for their tenants. Their failure to provide a clean, habitable space and their refusal to address urgent issues in a timely manner has left me with significant damage and stress.I strongly advise anyone considering renting from Bahia Property to look elsewhere.

  

  Business Response

  Date: 12/23/2024

  Thank you for bringing *** ****** concerns to our attention. At Bahia Property Management, we are committed to maintaining high standards of service and fostering a positive experience for all our tenants. We take complaints very seriously and strive to address them promptly and thoroughly.

  In that regard, we sincerely apologize for the challenges experienced by *** ****** and appreciate the opportunity to address his concerns. We take all feedback seriously and continually strive to improve our services. Below, weve outlined our responses to each of the concerns brought up by *** ******.

  1. Delay in Property Readiness: We understand *** ****** frustration regarding the readiness of the property. However, we can confirm that a Move-In inspection was indeed completed on December 5, 2024, well before his scheduled move-in date. While we believed the property was ready for occupancy, we regret that the condition upon his arrival did not meet expectations.
  2. Inability to Inspect Prior to Move-In: Contrary to *** ****** statement that he was not allowed to walk through the property, our records show that he viewed the property on November 26, 2024. As a company policy, we only process applications for prospective tenants who have physically visited the property. We are committed to transparency and ensuring all tenants are aware of the property's condition before committing to a lease.
  3. Unclean and Uninspected Unit: We sincerely apologize for the inconvenience caused by the missed cleaning. Although our inspection on December 5 did not identify the issues encountered by *** ******* we acknowledge this oversight. Upon being informed of the issue on Friday, December 13, we scheduled a cleaning service for the soonest availability, Tuesday, December 17, in coordination with *** ****** schedule.
  4. Maintenance Issue (Flooding): The flooding in the kitchen due to the malfunctioning ice machine was an unfortunate and unpredictable issue. While maintenance inspections aim to prevent such incidents, this specific issue could not have been foreseen. We deeply regret the inconvenience this caused during *** ****** move-in.
  5. Delayed Response from Management: We apologize for the delay in responding to *** ****** messages. Bahia Property Management has an After-Hours Maintenance Emergency line, which is monitored for urgent situations. Regretably, *** ****** did not place a call to this line over the weekend. His messages were received first thing Monday morning, December 16, and our team immediately dispatched a vendor to address the leak. The faulty valve was replaced on December 17, and drying and remediation services were successfully completed by December 18. The vendor confirmed that humidity levels were well within acceptable limits, and there is no risk of mold growth.
  6. Perceived Negligence and Lack of Accountability: We respectfully disagree with *** ****** claim that we have been rude or unaccountable. Our team has worked diligently to address his concerns and has shown empathy and understanding in all interactions. Every issue brought to our attention has been met with a commitment to resolve it as quickly as possible.
  7. Health and Habitability Concerns: The potential for mold growth is a valid concern. However, our remediation vendor promptly addressed the issue by installing dehumidifiers, applying an antimicrobial wash to the affected area, and conducting a follow-up assessment to confirm that humidity levels remained within acceptable limits. These actions were taken to ensure the property remains safe and habitable.
  8. Overall Negative Experience: We deeply regret that *** ****** experience with Bahia Property Management has been unsatisfactory. To make amends, we will provide a rental credit commensurate with the number of days he has been unable to fully utilize and enjoy his living space. This credit reflects our commitment to resolving his concerns and improving his experience moving forward. We will contact *** ****** directly to discuss the credit and ensure it is processed promptly.

  We sincerely appreciate *** ****** feedback and remain committed to addressing his concerns.
  Sincerely,

  
  

  Customer Answer

  Date: 12/28/2024

   
  Complaint: 22693088
  
  I am rejecting this response because: as it contains several inaccuracies and fails to address the core issues of negligence and misrepresentation.
  

  1. Inspection and Cleaning Claims:
  Bahia claims that an inspection was conducted on December 5, 2024, and that the unit was move-in ready. However, the state of the property upon my arrival clearly contradicts this assertion. While Bahia may have hired someone to perform an inspection, no Bahia staff member appears to have verified the quality or completeness of the work. The condition of the unit including dirt, grime, black mold in the shower grout, and a non-functional air conditioning system makes it evident that no reasonable inspection could have deemed the property habitable. The cleaning performed after my move-in, though appreciated, was subpar, leaving dust, grime, and unresolved issues, as noted by the cleaning staff themselves.

  
  2. Misrepresentation of Unit Condition and Communication:
  I did walk through the unit on November 26, 2024, but only to determine interest. Bahia informed me that the unit would undergo cleaning and inspection before my move-in on December 10, 2024. This was a condition for my lease agreement, as evidenced by my text communications with **** *******. The photographic evidence I provided demonstrates that these promised preparations were either incomplete or entirely neglected.
  

  3. Maintenance Issues and After-Hours Line:
  Bahia claims there is an after-hours maintenance emergency line; however, I was never informed of its existence. If such a line exists, it is Bahias responsibility to provide tenants with this critical information. Had I known about this line, I would have used it during the weekend flooding incident. Even now, I have not been provided with this contact number, further highlighting Bahias lack of communication and transparency.
  

  4. Credit for Inconvenience:
  Bahias mention of a rental credit is the first time I am hearing of this offer. This omission raises concerns about Bahias sincerity and whether this is merely a statement for public relations rather than an actionable commitment. If such a credit exists, it should have been communicated directly and clearly.
  

  Conclusion:
  Bahia Property Management has demonstrated a pattern of negligence, misrepresentation, and poor communication. These actions have resulted in significant inconvenience, property damage, and health concerns due to potential mold exposure. I stand by my initial complaint and urge Bahia Property Management to take full accountability for their actions and provide clear resolutions.

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

  

  Business Response

  Date: 01/09/2025

  Thank you for your continued engagement and for providing additional feedback. We sincerely apologize for any inconvenience and frustration this experience has caused, and we appreciate the opportunity to clarify and address the tenant's concerns further.
  1. Inspection and Cleaning
  We acknowledge that the condition of the property upon the tenant's move-in did not meet his expectations. While a professional inspection was completed on December 5, 2024, we recognize that the condition of the unit did not reflect our quality standards. While this was not our intent, we take full responsibility for this oversight and apologize sincerely. We are reviewing our inspection and cleaning procedures to ensure this does not occur again.
  To further address the tenant's concerns, we would like to offer that all cleaning fees will be waived at the end of his lease. 
  2. Property Condition and Communication
  We recognize the importance of the pre-move-in walkthrough on November 26, 2024, and the subsequent assurances regarding inspection and cleaning. While preparations were completed before the tenant's move-in, we acknowledge that the condition was not as promised. We regret any confusion or inconvenience this caused and appreciate the photographic documentation, which has been reviewed for process improvement.
  3. Maintenance and Emergency Line Accessibility
  While we appreciate the tenant's feedback regarding the after-hours emergency line, we must clarify that this information is provided on page 1 of the tenant's lease agreement under the section titled "Repair and Maintenance." We apologize if this was not immediately apparent, and we will work to emphasize this information more clearly in future lease onboarding communications. Please be assured that this number is available for the tenant's use, and we will also provide it to him directly to avoid any further inconvenience.
  4. Rental Credit for Inconvenience
  We acknowledge the tenant's concern regarding the sincerity and timing of our rental credit offer. The offer was made in good faith and was not intended as a mere public relations statement. Our focus on resolving this matter through the BBBs mediation process was intended to maintain an open and documented channel of communication and keep the resolution process transparent. Our offer is genuine, and a detailed breakdown of the rental credit will be sent to the tenant shortly to ensure it is reflected in his next rental payment, due on February 1. We appreciate his patience and cooperation.
  Conclusion
  We take full accountability for the challenges encountered by the tenant and are actively implementing process improvements to enhance communication, quality control, and overall tenant satisfaction. HIs feedback is invaluable to us, and we remain committed to restoring his trust in Bahia Property Management.
  Sincerely, 
  
  

• Initial Complaint

  Date:03/11/2024

  Type:Service or Repair 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.

  On 3-7-2024 I put is a request for maintenance on the tankless water heater. Needs yearly maintenance. Been here a year and a half and nothing done. Loosing hot wat and water pressure They say I am responsible to pay and fix it. It says in lease they are responsible for maintenance on plumbing..

  

  Business Response

  Date: 03/15/2024

  Response to BBB Complaint Regarding Water Heater Maintenance

  
  To Whom It May ************** are writing to address a complaint filed with the Better Business Bureau (BBB) by one of our tenants regarding water heater maintenance at their residence. We take all tenant concerns seriously and appreciate the opportunity to clarify the situation.

  
  Background:
  The tenant submitted a maintenance request on March 7, 2024, reporting a decrease in the water heater's efficiency. We promptly acknowledged the request and contacted the tenant on the same day. During the conversation, the tenant confirmed the water heater was functional, but not performing as well as before. Based on this information, and as per our standard procedures for non-emergency repairs, we informed the tenant that a plumber would be dispatched to diagnose the issue.
  Our lease agreement clearly outlines that we are responsible for maintaining the property's plumbing system. However, the agreement also stipulates that the tenant is responsible for minor repairs costing $150 or less. We believe the tenant may have misinterpreted this clause, and we apologize for any confusion caused.

  
  Action Taken:
  We immediately began scheduling a vendor visit. Since the tenant still had access to hot water, the situation was not deemed an emergency.  A tentative appointment was set for March 18th to accommodate the tenant's availability.
  Fortunately, the vendor was able to visit the property sooner, on March 11th. During the inspection, the vendor discovered the need for specialized parts to service the heater. We promptly notified the tenant and began sourcing the necessary materials. Unfortunately, these parts are currently out of stock.

  
  Current Situation and Next Steps:

  We understand the inconvenience this situation has caused and are actively working towards a resolution. To ensure the best course of action, we are contracting a second vendor to provide a second assessment. This will determine if routine maintenance can address the issue or if more extensive repairs are required. We have kept the tenant informed of each step and they have expressed their understanding.
  We are committed to providing prompt and effective maintenance for all our properties. We value our tenants' comfort and will continue to work diligently to resolve this issue as quickly as possible. We will keep the BBB and the tenant updated on any further developments.

  
  Thank you for your time and consideration.

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

  Maintenance Department Manager

  Bahia Property Management

  Customer Answer

  Date: 03/15/2024

   
  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,
  
  ****************************; Only satisfactory when the issues are fixed.  

• Initial Complaint

  Date:05/08/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I vacated a property leased by Bahia Property Management (BPM) as my lease termed on 3/31/23. I have faithfully paid my monthly rent EARLY for two years, and have kept the unit in great condition. When leaving I took pictures to ensure I will have proof of the way I left the premises. The pictures show the unit is all tile, super clean, with all items operational in every room. My deposit was $2,480.00 (pd 3/29/2021). I'd previously reported two issues(for plumbing, and a leaking window - condominium contractor had to return to fix, but some minor damage was caused to blinds in living/dining room). 30 days after the lease term, BPM notified me to advise the landlord was imposing charges on my deposit totaling $920 ($230 house cleaning, $25 AC filter replacement, $85 fridge filter, $210 supply& instillation of 3 blinds, $30 burnt-out light bulbs, $340 interior painting- partial charge). I sent an email reply to BPM advising them these charges were exaggerated and fraudulent since I have proof of how I left the unit, and shared the pictures I had taken of each room showing how clean the unit was left with no damage and all items operational at the time of vacating. I requested a full refund upon further explaining that I had left the **********, with extra a/c filters for the next occupant and the issue with the damaged blinds should be addressed with the condominium/contractor. BPM replied stating they are removing a/c filter and blinds replacement charges but maintained they will impose all other charges now totaling $685 (they have pics of small marks on 2 walls, small pencil-thin marks on 2 doors, and two light bulbs in bathrooms were off). Per BPM, by their own standards, this falls under NORMAL WEAR and should be on landlord. The rep who had previously stated IF I left the **********, BPM would come to an agreement, not only has made no attempts to assist me, he instead proceeded to antagonize me stating I caused damage to the unit when they can see I didn't.

  

  Business Response

  Date: 05/11/2023

  Upon further review of the customer's dispute with our deposit claim team, this is what we've found:

  There are 4 charges that were made to the deposit amount:

  1) House cleaning: $230: This is what the cleaning vendor charged to perform the cleaning, and it is a standard part of the lease agreement that every move out will be accompanied by professional cleaning and that the tenant is responsible for that. 

  2) Replace fridge filter: $85.  Consumables such as the refrigerator water filter would typically be tenant responsibility, as it must be changed every 6 months, and all repairs under $100 is tenant responsibility according to the lease agreement.  However, since the lease did not explicitly ******************* water filter to be a tenant responsibility, we're removing this item from the claim.

  3) Burnt out lightbulbs: $30: We provided the house with working lightbulbs, and it is tenant's responsibility to change lightbulbs when they burn out.  As attached photos show, several lightbulbs were burned out and a vendor had to replace them, so this charge will remain.

  4) Interior painting: $340.  This was a partial charge, where the entire painting work by the vendor was $1320.  As the attached photos show, the touch up paint was necessary where black lines were made by tenant.  As we understand some of these can happen with wear and tear but others are more obvious damage, we've discussed this with the owner and he has agreed to further halve the amount claimed for paint, reducing it to $170.

  In total, the owner has agreed to refund $255 to the tenants from points #2 and #4. 

   

  Customer Answer

  Date: 05/18/2023

   
  Complaint: 20024822
  
  I am rejecting this response because:

  I understand the company wants to make me responsible for items they or the landloard should be responsible for under their own standards of "normal wear". 

  I furhtermore am greatly insulted that they pretended to want to work with me on the cleaning and they are standing by those charges! As if I turned over the unit is horrendous condition. I'm insulted because i had help cleaning it and we spent many hours cleaning in an effort to ensure they would work with me on this when the time came. as proved in the pictures every room is clean and the unit is carpet-free, we cleaned the floor twice because when i walked in again to take pictures it had been raining so we cleaned the floor again to ensure no feet marks were left and i walked through to ensure i was leaving the place in a condition someone will be happy to inspect and see that the unit was well cared for.

  The company told me initially they are not able to tell me the fee but now are claiming it is standard. if the fee is standard it should be clearly stated in the contract and they should not have advised they would work with me when i asked if exceptions are made. I would have left the place dirty in this case knowing i would lose this money anyway. this is unacceptable. while they continue to look like they want to work with me they continue to insult me on reducing fees that i shouldn't be charged in the first place and continue to claim i damanged the unit!!! DO YOU SEE ANY DAMAGE! STOP INSULTING ME. I remain insulted after being a great tenant and only leaving because the landloard raised the rent. so shameful. 

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

  

  Business Response

  Date: 05/18/2023

  Please find attached the executed lease as requested.  Under paragraph 28 on vacating, it is stated as follows" ..Tenant agrees to mandatory
  professional carpet cleaning charge to be deducted from the security deposit in the amount of market rate. Tenant agrees to a mandatory minimum
  unit cleaning charge to be deducted from the security deposit in the amount of market rate. In addition to any cleaning charges or any other charges
  due under the terms of this lease."  
  
  The amount charged was the fee charged by the cleaning vendor to clean the unit professionally, and this is what the owner paid to the vendor, so we're unable to deduct this fee.

  For the other charges the explanation and photos have been already submitted.
  
  Sincerely,

  Bahia Property Management Team

  Customer Answer

  Date: 05/18/2023

   
  Complaint: 20024822
  
  I am rejecting this response because:

  Bahia continues to insult my judgement by repeating themselves. Please escalate this to someone other then the claims manager for review.

  He only repeats as if I'm not speaking English and we aren't both reading the same document. I read the clause. I also included it in the copy of the correspondence and I'm simply asking for a reasonable solution to all the charges since I continue to get nowhere with the person who has continuously shown no regard to the fact that I left the ********** and under the understanding that the company would take that into consideration. Not only did they charge for things they shouldn't charge the tenant under normal wear per their own guidelines, they also put exuberant cleaning charge where normal market rate of cleaning (which should not have been needed in this case) usually runs $75-$180 based on size and expected work. Bahia is absolutely being fraudulent in charging me what they may normally charge or pay for cleaning carpet and units that are left messy and nasty. THAT IS NOT THE **** HERE AND THEY TAKE NO CONSIDERATION TO ANY EFFORT MADE AS THEIR REPRESENTATIVE STATED THEY WOULD. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:12/06/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We rented a home thru Bahia at ************************************************************ for 3 years. After moving out of the house on 8/1/22, I received 2 letters regarding charges against the security deposit of $1795 that we made prior to moving in on 8/1/19. The letters were for different amounts. The 2nd letter included the charges from the 1st letter, as well as a $500 charge for "replaced dead grass from planters". I wrote to the company objecting to this challenge and sent the objection by registered mail. It was returned to me marked "Return to Sender". We measured the area of the backyard that was damaged by my planters and it was less than 75 sf and included a 9' x 4' area and an adjacent area of 3' x 12'. There was an additional circle of less than 2' in diameter under ************* when it was removed. The remainder of the backyard and side yards had significant damage that was not my responsibility. In fact, these areas had all been re-sodded 3 times during our tenancy. We took pictures of those areas before we left, as well as the area where my planters were located. The company charged me for the full cost of re-sodding the entire back yard, as well as the side yards. Re-sodding the area of my responsibility should not have cost more than $100 based on the cost of the sod if purchased retail at any home improvement store and the time needed to do the repair. Having witnessed the sod repair 3 times already, the time needed for the area of my responsibility wouldn't be more than an hour. I have attached pictures and a time/date stamp of the areas in the back and side yards that were not my responsibility to repair and which were repaired after we left.

  

  Business Response

  Date: 12/07/2022

  We investigated the customers complaint with the security deposit claim team.
  

  The customer states *********** charged me for the full cost of re-sodding the entire back yard, as well as the side yards.
  

  From the evidence we have, this is not a correct statement.  The team explained the following:
  

  1. The lawn company did not re-sod the entire back yard after move-out. The only portion of the yard that was replaced was the part where tenants placed the planters (see attached 1, 2, 3.jpg).  Other areas had treatments done instead of replacement, and tenants were not charged for them.
  

  2. The tenant was not charged the full cost of the work.  The entire cost of lawn treatment including replacing dead lawn was $1,000.  We specifically asked the vendor for the cost of the replaced dead grass from the planter area, and the vendor said that portion was $500.
  
  Attached image 1.jpg shows where the tenants planters were placed during tenancy.  The area of dead grass referenced can be seen in attached 2.jpg & 3.jpg. 
  

  The tenant states Re-sodding the area of my responsibility should not have cost more than $100 based on the cost of the sod if purchased retail at any home improvement store and the time needed to do the repair.   
  
  To this, wed like to state that the cost is based on what the lawn company charged for the work, and not the raw cost of the sod.  We can provide the vendor invoice, as well as the contact information of the vendor if tenants wish to discuss that with them in more detail.  

   

   

  Customer Answer

  Date: 12/09/2022

   
  Complaint: 18525237
  1.  The pictures that I provided and that are cited by the business are not of the area where my planters were located.  They are pictures of the areas of grass that were in the backyard and side yards at a significant distance from my planter areas.  If the business provided other attached photos, they are not shown on the correspondence for me to review.

  2.  We went to the house on 8/24 as we were visiting a neighbor there.  The grass front, back and sides were all uniformly green and full.  The area of my planters matched the rest of the yard.  There is no possible way for "treatments" to remedy the grass problems identified in my pictures within 3 weeks, if at all.  Based on consultation with professional landscapers, as well as having watched the landscapers attempt to revive the grass with the use of treatments at that house 3 times in 3 years, it can't be done in 3 weeks and result in a thick, healthy lawn.

  3.  In speaking to a former neighbor, they are certain that sod was used through-out.

  4.  Despite whatever invoices the business claims to have, discussion with 2 local landscapers indicates the $500 is excessive for that zip code and date. On-line for FL in summer 2022, puts the cost of professional sod installation at between .90 - $1.80 per sf. (See attachment)

  5.  If Bahia had nothing to hide, why send my registered letter back as "return to sender"?

  Bahia's explanation is inaccurate and false.  A refund is needed.

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