Complaints

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

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  Brandywine Homes Georgia, LLC

  3904 N Druid Hills Rd # 106 Decatur, GA 30033-3105

• 

  Brandywine Homes USA LLC

  8770 Seminole Blvd Seminole, FL 33772-3810

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:06/24/2024

  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 moved into a Brandywine home on April 19 2024. It is now June 24 2024 and I have not had constant A/C since I have moved in. I have put in over 5 different work orders trying to resolve this issue and instead of fixing it Brandywine homes makes it work again for a couple of day then its out once again. The temperatures inside my home is the same as outside which is over 90 degrees. When I call to see whats going on they say someone is on it or that they will let maintenance know. The ** is now leaking vast amounts of water into the yard which has raised my water bill to over *************************************** along about when it will be fixed.

  Business Response

  Date: 07/02/2024

  Dear Resident,

  Unfortunately, there were multiple issues wrong with the **** system and, after attempts to repair the system, it became obvious that replacement of major equipment was needed which required permitting.  It also appears that at all times one of the two **** systems in your home was operational.  Nevertheless we understand that this was an inconvenience.  Your Property Manager will be in touch to discuss the situation further.  We want you to be comfortable and happy in your Brandywine home.  Hopefully, there are no further maintenance issues in your home, but if there are, we hope to meet/exceed your expectations.

  Brandywine Homes ***
  
  

• Initial Complaint

  Date:01/17/2024

  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.

  I have been going back and forth with Brandywines Homes *** for an entire year, regarding an incorrect balance on my account that they have REFUSED to Correctly investigate and or resolve. I have talked to ******************* ************************* and Senior Property Manager *****************************. I have tried countless times to resolve this concern by sending emails ,calling and yet has still going unresolved. I had recently paid my rent for ******* only to be sent an email stating my funds will be returned till I pay a BOGUS amount of incorrect charges, and that they will be filing eviction next month. BRANDYWINES HOMES *** company is beyond negligent in their bookkeeping and from my experience fail to accept accountability of their companies faulty system, and in return they would rather their faithful on time rent paying tenants suffer. This situation has caused me so much MENTAL ANGUISH, that at this point I want to be done with this lease, and this company. THE DECISION TO RENT FROM THIS COMPANY HAS BEEN THE WORSE DECISION I HAVE EVER MADE IN MY LIFE AND I TOTALLY REGRET IT. I would warn any future tenants what they are truly in for in dealing with such a fraud negligent company and it's Property Managers. They also Upon leaving from one place Mark up prices on property maintenance that it's like 3 or 4 times the amount you would pay in a store if brought yourself , that you want get your deposits back. I have received my refund deposit check back only to be penalized for again their mistake and has become the tenants responsibility to fix their Mishaps. BRANDYWINES HOME *** IS NOT ACCOUNTABLE , WILL TAKE YOUR FUNDS AND MIS APPLY IT, NOT RESPOND TO EMAILS NOR CALL TENANTS TO RESOLVE , BUT SEND THREATENING EVICTION NOTICE AND DEMAND STATEMENTS THAT TENANTS DO NOT DESERVE. THEY THRIVE ON MENTALLY HURTING THEIR TENANTS. SPEAKING FROM A TRUE HORRIBLE EXPERIENCE.

  Business Response

  Date: 01/24/2024

  We're sorry you felt you needed to resort to filing a BBB claim about this matter.  We researched this matter previously and did so again upon hearing from you through the BBB.  We have documentation of a conversation you had with ***************************** on July 12, 2023 where he explained in detail how you came to have a balance on your account.  Our understanding then, which continues, is that you made a payment for "move in funds to an account associated with the Brandywine Homes' home you had lived in previously, instead of the new one you were moving into.  We returned the funds that you paid to the wrong account to you leaving a balance on the home you moved into.  It's as simple as that. You intended to pay the money, but sent it to the wrong account.  We gave it back, but you never paid the money on the right account.  We have a ledger on each home to show you that this is the case.  As to your other concerns about overcharging on maintenance, etc., we are unsure of what specifically you are referring to, but we stand by our vendors and our pricing.  For small matters, under $100, Brandywine Homes would very much like our residents to take the initiative and make the repair.  In fact, the lease requires this.  As to your allegations of fraud, mistakes, faulty systems,  we take issue with all of that and believe that our ledgers are entirely correct and our statements here are the actual facts.  We certainly recognize that we aren't always in the right, but in this case we have done our research and believe that the above is an accurate statement. If you'd like to speak with someone more senior than **************, please let us know and we will have a team member contact you to review this situation with you, again.  You may email us with this request at *******@brandywinehomesusa.  Thanks for reaching out and giving us the opportunity to research this again and reply.
  
  

  Customer Answer

  Date: 01/25/2024

   
  Complaint: 21157547
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Business Response

  Date: 02/01/2024

  We would be happy to review this with you one more time, but after several reviews we continue to see a things differently than you.  Please call the ******* office or reach out to ********* and he will pull in a Supervisor to review the matter with you.

  Customer Answer

  Date: 02/02/2024

   
  Complaint: 21157547
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:12/18/2023

  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.

  In October the doors in the ****************** locks were faulty. We were locked out of our bedroom at 11pm as the doorknob did not turn. The only thing we did was leave the bathroom and close the door behind us, as well as leave the bedroom and close the door behind us. I attempted to troubleshoot, but these doors do not have screws on the outside nor were you able to access the middle to slide the lever to the side. I am disabled and have medical treatments I need to do at a scheduled time, my only option was to force myself into the room. Upon getting into the room, the bathroom door was locked as well which caused me to repeat the same method. We had issues with other locks in this house upon moving in that were resolved, but this has never been an issue until it became an issue. In the same maintence request I added that the garage doorknob keeps falling off. I submitted a maintenance request to have the garage doorknob secured and to have the 2 doors repaired/replaced. 10/27/23 maintenance came and he witnessed as the door was wide open, it was locked - confirming the lock defect. He took measurements of both doors as well as photos because Brandywine needed them. Once he left he said he sent everything to Brandywine and has to wait for approval to purchase supplies for repair. We never heard from maintenance again for a few weeks. During this month gap we were never contacted or advised this repair will result in a charge - let alone a $600 charge. We were also never advised this request is being deemed our fault after clearly pointing out the locks were defective in the initial maintenance request. I contacted ****** and ****** 11/28 to advise of no repair and the following day I was contacted by maintence 11/29. They arrived same day, smelling drunk and arguing with each other as they replaced the doors. They had different styled doors that did not fit. They left to go to ********** to resize the doors, then they replaced them. The bedroom door does not fit still and you have to push the door extremely hard to get it to close. The doors are not painted or sealed either. Dec 1 I see a $600 charge on our account and message ******. She responds saying this repair is being deemed tenant fault because we did not email/call her when this happened. She then said we didnt contact the emergency maintenance line or call a locksmith. I responded and advised her that we were never advised we could communicate with her after hours for assistance and we had also never been advised about the emergency maintenance line as the lease just says after hour call center, and does not specify maintenance. (Then when I spoke to ****** he said this wouldnt have even been a maintenance emergency so why did she even say that?) I also advised her we were never informed Brandywine offers locksmith services. Not receiving information has been a standard during our time with Brandywine as we didnt even receive our lease renewal, we had to ask for it. We didnt get our inspection papers, had to ask, etc. I advised ****** of this and asked her who is the next person we can escalate this matter to on Dec 5 and ****** never emailed me back. I then emailed ****** Dec 7th to schedule a phone call which was held on Dec 8. During this call ****** did not express any understanding. He spoke about having multiple children & how he fixes stuff himself & has more knowledge that many people may not have. I expressed to him why werent we told this would result in a charge back in October? That wouldve allowed us to cancel the request and replace it ourselves for a fraction of the cost. He made an excuse saying they had no information, but they did because maintence provided it 10/27. He then said theres no record of us repeadily having issues with the locks on the doors for it to be free, which is confusing. I dont see in our lease that there needs to be a record of repeated issues. Weve had other maintence requests completed with no charge that were first time occurrences. I told him we can return the $600 doors and do it ourselves for cheaper definitely. I requested the receipt and he said he will get it and call me back either that evening same day or the next day Friday Dec 9. It is Dec 18th and I have not heard back from ***** nor ******. This could have been prevented in several ways and Im so disappointed how carelessly this is being handled. This should not be faulted on us tenants and if so, we will need ****** to provide the receipt in order to return the doors to ********** to repair this in the most affordable way possible.

  Business Response

  Date: 12/26/2023

  We have chosen to attempt to work through this with the resident off line as we thought it best to discuss our respective views in this manner.  We hope that this has been resolved now.  If that's not the case, we ask that the resident email us at ********************************************************* for escalation.  We value all of our residents and hope that when things are not as expected that we have the opportunity to explain, correct the situation or take other action that makes sense to all under the circumstances.  We know that's not always possible, but it is what we strive for.

• Initial Complaint

  Date:11/12/2023

  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.

  In the beginning of October I had filed a maintenance request about the deck. Its a safety hazard and its at the point where it could fall through at any moment. *** called them atleast three times and this is the third time that I have had to submit a maintence request. When I have called they keep saying that they are getting it figured out and someone will contact me. They never contact me and all they have done is put caution tape around the deck. I want there to be taken money or the deck to be fixed. Im only staying one more month and then I am ending the lease. They can atleast take off some money because this would be the second month where *** paid **** a month for something I havent had access to.

  Business Response

  Date: 11/12/2023

  Dear Resident,

  I sincerely apologize for the lack of follow through on the deck repair. Thank you for staying off the deck and for continuing to get our attention on this matter.  This has now been escalated.  Please expect a call about next steps to repair the deck tomorrow, Monday, Nov. 13.  You may reach out to ********************************************************* if you have any further questions.  This is the email that is received by Compliance and our senior property management team in *******.

  Brandywine Homes *** Compliance Team

  Customer Answer

  Date: 11/13/2023

   
  Complaint: 20860588
  
  I am rejecting this response because:
  You could atleast take off money for the rent for the last month. I havent had the deck now for a month and a half. I have been very patient with this company and yall have been saying its going to be fixed and it hasnt. I cant take yalls word if you cant follow through on the third time that Ive asked. 
  Sincerely,
  
  ***********************

  Business Response

  Date: 12/01/2023

  Since the resident rebutted our reply, she has been in communication with our Director of National Property Operations and he has informed me that the issues have been resolved to the satisfaction of the resident.  If that is not the case, resident should send an escalation email to ****************************************************************.  All senior staff read these emails daily.  We sincerely hope this matter has been resolved and apologize for any inconveniences along the way.  

• Initial Complaint

  Date:11/10/2023

  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.

  I have been waiting for almost two months for my pool to be cleaned at the property that I rent from Brandywine. I still do not have any resolution to this issue and have spoke with 4 separate people all who keep telling me they are looking into it.

  Business Response

  Date: 11/11/2023

  We hear you loud and clear and escalated when we saw this yesterday.  We are reviewing the situation and will fix the pool and adjust your ledger.  We would not charge you for something you are unable to use under the circumstances you present. Sincere apologies for the delay here, but we are on it!

• Initial Complaint

  Date:10/29/2023

  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.

  There are animals in the attic caused by a hole in the roof which has already been inspected by the company on OCT 3rd but no actions have been take. By the company to fix this issue. There is constant noise above our heads and a smell of a rotting dead animal throughout the entire house. The hole in the roof if solely the responsibility of the owner as we are renters and we do not have responsibility to fix a developing roof issue that has existed before we even moved in. This issue needs to be resolved immediately or I will take legal action. I have a 9 month old child and my father is an attorney. This is issue needs to be resolved immediately. I have called many times and no one can advise me as to why no one has come out fix this problem yet.

  Business Response

  Date: 11/06/2023

  Dear Valued Resident,

  We apologize for the time it took to make the repairs to your roof.  Now that this is done and all entry points should be closed off, we can proceed to evaluate what if any animals may be in the attic.  We understand from a communication you had with a team member earlier today that you haven't heard any noises since the roof openings were sealed.  Still, we are sending a pest control vendor to see what is in your attic and address it. Thanks for your patience with us.  We appreciate you and will work harder to assure we meet your expectations for promptly addressing important matters with the house.

• Initial Complaint

  Date:10/11/2023

  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 rented a property from Brandywine homes and I put down a $1995.00 deposit. I have been out of property since 09/04/2023 I spoke with a property manager about return of deposit and he said it was in the mail this was the 25th of September. It is now the 11th of October and still no deposit. Under ******* law I was already suppose to receive my deposit. So I call and they tell me again its in the mail today I received a email saying the check was cut but they hold onto it until they feel there is no additional adjustments. I never received ant correspondences that I was being charged money. Under ******* law they are required to notify me which they did not. A ******************************** is the one telling me thru email. He has never spoke to me by phone. My rights as a tenant have been denied. Brandywine decided that cheaply painted cabinets are my responsibility. The paint peals off they even painted the tile in the bathroom guess what it pealed off. So my complaint is that they are withholding my money without due process and not following the laws that govern the ****************. Brandywine has management that believes they are above the law and it is not appropriate. I want my full deposit returned.

• Initial Complaint

  Date:09/20/2023

  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.

  The leasing company known as Brandywine homes has completely neglected the terms of our lease.My home has leaks, that havent been corrected. The house was broken in to and the leasing company has refused to fix the door which poses a safety hazard.The door has been left not secured for Months. Even still I have made my rental payments on time.The next issue is the ac that was out for The entire summer last summer and still not Working properly now. *** had to hire outside people to help With the door And ac issue.The company has offered to give a rent concession but they have stipulations on the concession. I advised Brandywine homes that I was not home and they still proceeded to Send thugs to my home Posing as maintenance men to retrieve the temporary portables they allowed me to use to cool the home. These thugs stood in front of My home smoking what appeared to be a cigar and repeatedly banged on the door. I feel like they werent sent in hopes to intimidate me.The home has structural damage that allows squirrels in the home and theyve neglected that as well. I resigned a lease in hopes that things would get better and it hasnt.I want out of the lease and funds for The repairs I made to Their home if they will not Hold up Their end of the bargain. My light bill has increased $150 a month from the use of the portable units. I also want compensation regarding that They dont respond to emails and rarely does what they say

  Business Response

  Date: 11/06/2023

  *********************. Complaint 20631970

   

  We hesitated to reply initially since we wanted to demonstrate that we were being responsive, but at this late date we are still waiting on the resident to respond to us in a timely and appropriate manner.  In 2022, we replaced two ** units in the resident's house.  Since then she has continued to complain that the ** is not cooling.  We have attempted multiple times to have different vendors assess the situation but the resident will not make herself available even after committing to a time.  So, all we will say at this time is that we believe that the attic may  need insulation to keep the top floor cool and we woudl like to schedule a vendor to assess this;  And, we believe the ceiling needs to be repaired from ** leaks that appear to be caused by an overflowing drip pan, among other things.  All other work orders were handled and none were emergency or structural or dangerous in nature.  We are prepared to have vendors engage with the resident if allowed by the resident.  But we unable to have vendors sit and wait for the resident.  In addition, resident has portable ** units of ours which we would like back.  In attempting to reclaim our property, resident found our employees - who are well groomed and wearing company apparel not to her liking and refused them access.

• Initial Complaint

  Date:08/06/2023

  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.

  We vacated the property located at ********************************************************************************, that was managed by Brandywine homes *** ************************************************************************ The home was vacated on July 5, 2023, and left in excellent condition without any damage to the property. This business refuses to return our full security deposit of ********. They are violating ******* laws and the tenant act by fraudulently charging or claiming we didn't clean the carpet. When, in fact, the carpet was cleaned by the tenant, and the receipt was provided. Not only are they lying, but they are in violating the laws that are put in place to protect the tenant and the landlord. It's been well over two months and still no deposit.

  Business Response

  Date: 08/07/2023

  Dear Former Tenant,

  Brandywine Homes *** has reviewed your move out report and believes that a mistake was made in charging you for the carpet cleaning.  We will issue a refund for this amount promptly.  It is my understanding that the Property Manager actually tried to reach out to you previously as the employee to whom you were reaching out for resolution of this matter is no longer here.  The ** will contact you again shortly, if he hasn't already, in an effort to assure you receive the refund promptly.  Our sincere apologies and thank you for bringing this to our attention.

  Customer Answer

  Date: 08/07/2023

  The property manager never reached or tried to contact me.  He did reach out to me today for the first time, and stated they would send me the additional refund for the carpet.  However, I NEVER any money from Brandywine. If the employee is no longer there, she he never sent me any money. I am still waiting to receive not only my security deposit of $2,800.00, but the late fees and interest.  

  Business Response

  Date: 08/07/2023

  I'm sorry for the misunderstanding.  The ** reported to me that all that was withheld was the cost of carpet cleaning.  We will look into this immediately.  Please make sure that the ** has the correct forwarding address for your funds. 

  Customer Answer

  Date: 08/07/2023

  Your company had all my current address.  Even if they sent it to the old address, my mail was being forwarded.  Therefore, there was no reason for any delay in payment.  It is quite puzzling that you all will charge a late fee if tenants are delinquent on their rent, (which we were never late) but when it's time to refund the security deposit, there are issues, problems or something. 
  
  Also, your property manager, *******, has always been a stand-up, honest, and reasonable person,' However, your assistant property manager needs additional training to gain the knowledge and skills to manage your books.   

  Business Response

  Date: 08/07/2023

  Good Evening.

  After some research I found that the check was issued and mailed to you on July 20, but the **** just informed us that it was undeliverable.  I am attaching documentation for you of the original check, but please know that we sent a new check in the full amount of your SD to you overnight tonight.  If you don't receive the check by the end of day tomorrow, please call the ** and let him know.  I apologize for the inconvenience and appreciate your contacting us.  Sincerely,  Brandywine Homes ***  

  Customer Answer

  Date: 08/08/2023

  What was attached is just a description of a voided check - but nowhere does it say it was returned from the *************** Is there a return envelope?  What address was it mailed to?

• Initial Complaint

  Date:07/11/2023

  Type:Order 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 applied for 837 Valtek ** that was listed available on 7/8/23 in which me and my wife paid the $100 application fee. On 7/10/23 I was informed that my application was approved and they would email me the lease agreement over. Once I received the lease agreement there was a totally different address and had 997 Valtek Ct listed on the agreement. I emailed them back and they informed me that 837 Valtek Ct was rented. Nobody ever called me to tell me that before they emailed me the lease agreement that had ***************************************************************************************************************************** I just spoke to the agent and clearly there is a disconnect internally as she said, "nobody called you to tell you or maybe they thought I would call you" just a bunch of excuses. I am pressed for time as I am relocating my family down, so certainly can't count on Brandywine in GA!

  Business Response

  Date: 11/06/2023

  ***********************. Complaint ********.

   

  We are very sorry for the confusion here.  We see that you applied for 837 Valtek court which was indeed available on 7/8/2023.  However, another application was completed on that day prior to yours and we did take the liberty of assigning a different unit of the same type to you.  someone from our leasing team should have contacted you to explain the situation and make sure the new unit of the same type was acceptable to you.  We are very sorry for this but please know that in our experience many applicants choose the community and the unit type and are flexible with the location of the unit the community.  However, as indicated, we should have contacted you to ensure this would be the case for you, as well.  All of this was reviewed at the time you placed the BBB complaint and your application fees were refunded you even prior to the complaint being posted.  We have been too slow in getting our reply posted, but please know that our intentions were good and we hope you give us another try so we can show you how we normally live up to our applicants expectations.