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:10/08/2025

  Type:Customer Service 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 began working with this property management company in June, and from the start, the experience was very disappointing. It took over 30 days for my property to be listed for rent, and that only occurred after I repeatedly followed up for updates. My property manager frequently provided inaccurate information, causing confusion and delays. The lack of communication and accountability made it more difficult to manage the property manager than the property itself.Due to these ongoing issues, I terminated the *** within 60 days of signing and sold the property. Before a scheduled showing on 8/23, I contacted my property manager, ******** on 8/22 to confirm that both sets of keys were in the lockbox. She confirmed via text that keys for both units were in the lockbox. However, during the showing, it was discovered that a set of keys was missing. I had to delay a planned vacation and track down a former tenant to obtain replacements. Despite the inconvenience and her inaccurate assurance, no offer of compensation was made.After selling the property, I am required to pay the remainder of the management fees per the ***. On 9/15, I joined a call with the Director and Assistant Director of Property Management, along with my property manager, to review my closing statement line by line. All three confirmed that a $500 deposit had not been applied to my statement and that I was due a refund. The next day, I received an email stating they were mistaken and that I actually owed an additional $373. The Director even admitted she should not have spoken on the matter.Throughout this process, I have been misled, given inconsistent and inaccurate information, and denied the level of service outlined in my agreement. The experience has been unprofessional, stressful, and financially unfair. I am requesting the BBB review this matter, as I should not be held responsible for any additional payment and should be refunded for the mismanagement and inconvenience I endured.

  

  Business Response

  Date: 10/10/2025

  We sincerely apologize for the inconvenience and issues Ms. ***** experienced while Bay Property Management Group managed the property and we would like to address her concerns.

  After a thorough review with our property management team, the delay in listing the property for marketing was due to our team scheduling and completing a New Business Report, which is a standardized step required before listing any property. This process ensures that all necessary details regarding repairs and maintenance are properly documented and addressed before the property goes live on the marketing channels.

  Regarding the key issue, we acknowledge there was a miscommunication with the on-site agent. The agent had been instructed to ensure both sets of keys were placed in the lockbox, but this was not completed as directed. We acknowledge the frustration this caused and regret the inconvenience.

  Concerning the refund and closing balance, there was a brief miscommunication related to the $500 reserve funds,as it was initially and mistakenly communicated that Ms. ***** would be receiving a refund. After a detailed review by our accounting department and verification of Ms. ****** statement, it was confirmed that the reserve funds were already included in the balance shown on the statement. Therefore, the correct and final balance, as clarified and communicated to Ms. ***** via email, was $373.00 owed by the owner.

  We understand the confusion and the stress that this situation has caused. Bay Property Management Group is continuously working to strengthen both communication and customer service channels to prevent similar situations from happening in the future.
  
  Sincerely,                            
  Bay Property Management Group

  Customer Answer

  Date: 10/14/2025

   
  Complaint: 23986992
  
  I am rejecting this response because:  the standards of service in which the manager conducted business are not up to the service standards with the agreement signed. Their response to taking over 30 days to list my property is not standard. They did not have contractors available to do an intake on my property. Their Director of ********************* ******, even though that was a strange response when I contacted him to expedite my process of getting my unit online. This timeline was originally going to be longer than 30 days until I pushed for assistance.

  
  As for the fee. Not only was the service not as promised, but a Property Manager, the Assistant Director of Property Management, and the Director of Property Management all told me on a call that I was to be receiving a refund and that the $500 deposit was not included in a statement that we went line by line reviewing. I received an email that same day saying I was to receive funds in my account no later than the following day. The following day, I was told that this was another piece of misinformation that I was given. How can a Director speak so confidently and then email back "I was wrong, I should not have spoken on this item". I have also been told countless times by this company that anything in writing, in their files, stands. Well, I was emailed that I was to be paid a refund as the remainder of my account statement, but this is just another area of hypocrisy that is exemplified here.  I kindly ask, in light of the fact that I have received countless pieces of misinformation and a significant lack of service, that the remainder of the account balance be waived and we part our separate ways amicably. 

  
  Sincerely,
  
  Madison *****

  

  Business Response

  Date: 10/17/2025

  We would like to clarify the following points brought to our attention:

  As of August 14th, 2025, Ms. ****** account balance was $1,002.00. After our team was notified of
  her intent to terminate the Property Management Agreement, our accounting department began
  applying all applicable management fees to the account as of September 9th, which is reflected in the
  owner statement available in AppFolio.

  To address a miscommunication regarding the cleaning cost, which ended up being $100 higher than
  originally approved, our team issued a $100 owner credit as compensation.

  After all applicable charges and credits were processed, the account reflected a negative balance of
  $373.00. We acknowledge that during a phone call, our team initially miscalculated and informed Ms. ********* that the reserve funds would cover the balance. This was later corrected after confirmation from
  our accounting department that the reserve funds were already included in the total balance shown on
  the statement. Our property management team acknowledged the mistake apologized and clarified that
  additional funds were required to fully close the account.

  As for the timeline of listing the unit:

  Management services began on June 3rd, 2025.

  A New Business Report appointment was scheduled for June 9th.

  Several repairs were required before the unit could be listed, and those were completed by June
  18th by one of our technicians to ensure compliance with local housing requirements.

  The unit was listed for marketing on June 19th, just 16 days after the management start date.

  Bay Property Management Group allows time for our accounting team to process final disbursements
  to ensure accuracy and avoid misunderstandings. While we aim for precision, please be aware that
  occasional human error may occur when property manager staff are asked to provide financial
  estimates outside of formal accounting review in an effort to provide timely responses to our customers.

  Please be assured that we take all feedback seriously and share it with all the departments involved to
  help prevent similar situations in the future. Bay Property Management Group values constructive
  feedback from our clients and remains committed to improving communication, data accuracy, and
  customer service standards.

   

  
  Sincerely,
  Bay Property Management Group

• Initial Complaint

  Date:09/02/2025

  Type:Customer Service 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.

  When I signed my lease in August 2025, the apartment was advertised and represented as including parking (referenced in the lease) and a microwave (listed in the lease). The day before move-in, I was told that no parking would be provided, and when I moved in on August 30, I discovered that no microwave was present.Beyond these misrepresentations, the unit was delivered in unsafe and uninhabitable condition, including:Gas stove/oven does not ignite and emits a gas odor; oven missing ************* electrical panel/wiring; building maintenance slip dated before my lease start noted call outside contractor.Mold/mildew, rust, and water damage in bathroom, baseboards, and ************** tack strip nails and exposed pipes/unfinished wall areas.Unit was not cleaned prior to move-in.These issues constitute misrepresentation and unfair rental practices, as I entered into a lease under false advertising and was delivered a unit that violated basic habitability standards. I have raised these issues with management, but they have not resolved them.

  

  Business Response

  Date: 09/08/2025

  We sincerely apologize for the inconvenience and issues Ms. ******** experienced upon move-in.

  Our maintenance department is actively addressing the conditions reported in the unit and is working
  to resolve them as quickly as possible. We can confirm that on Friday, September 5th the resident turned
  the keys over to Bay Property Management.

  Our property management and accounting teams are reviewing the account together to clarify any
  applicable credits or charges. Please rest assured that we are working alongside the homeowner to
  process any applicable refunds. We anticipate this process will be finalized by the end of the week and
  a check will be issued to the resident.

  We understand that this situation can be frustrating, and we want to assure you that Bay Property
  Management Group is committed to resolving the matter promptly and ensuring the best possible
  customer experience.

  Thank you for your understanding.

   

  Sincerely,
  Bay Property Management Group

• Initial Complaint

  Date:08/14/2025

  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.

  On 7/25/25, ****** ******, Office Manager at ************************** Management, visited my unit to post a Notice of Abandonment on my door. ****** informed me 2 tenants called the office and reported I moved out. However, I did not move any items into or out of my unit. I informed *** this was untrue. I also followed up by email and reported I felt uncomfortable if tenants were reporting things that are untrue. It should be noted that *** posted this notice on my door following health department complaints. I filed 2 complaints with the ************************************************************** due to a rat infestation and trash accumulation problem on the property. Bay Property Management was issued citations both times for exterior sanitary maintenance on 8/1/25 (citation no. ********) and 7/14/25 (citation no. ********). ****** stated the leasing office tried to call me and asked if I had the phone number blocked. However, I was receiving calls from them the week of this incident. In fact, I have a message from them 7/23/25 asking how many bedrooms I have in my unit. I did not respond as this was a bizarre ********************* the leasing office should have.****** also stated *** believed that I moved due to my outstanding balance. However, I had a FTPR rent case that was dismissed on 7/16/25. My lease states my rent is due on the 15th. However, when Bay Property Management took over my building, they notified me my rent is due on the 1st of each month. This has caused complications with court proceedings and also evoked unnecessary emotional distress for me each month from receiving Notice to File Intent of Injection before my rent is even due. Today on 8/8/25, they informed me that two tenants made noise complaints about me. First, I was so quiet they thought that I did not live here. Now, apparently I am making too much noise and being accused of violating my lease. This is retaliation and harassment by the landlord, in addition to breach of enjoyment.

  

  Business Response

  Date: 08/19/2025

  
  We have reviewed the initial complaint submitted by Ms. ******** and would like to provide the following clarifications regarding her concerns.

  The health department citations referenced in the complaint have been addressed by our team. Additionally, the reported noise issue was confirmed to be originating from a neighboring unit and not from Ms. ******** apartment. 

  We sincerely apologize for the Notice of Abandonment that was posted in error after reports that the unit appeared unoccupied. Once clarified with the resident, the issue was resolved, and we regret any distress this may have caused.

  Ms. ******** has also informed us that she is currently working with a rental assistance agency to help address her outstanding rental balance. Our team has provided her with the necessary information and resources to support her through this process. We are actively coordinating with ***** and the resident to update her rent due date in accordance with her lease agreement.

  We appreciate your time and consideration in reviewing this response. If further clarification is required, please do not hesitate to reach out.

  Sincerely,

  Bay Property Management Group

   

  
  

  Customer Answer

  Date: 08/23/2025

   
  Complaint: 23722158
  
  I am rejecting this response because: Unfortunately, the rental assistance resources provided are outdated or for jurisdictions outside of **************. In addition, Bay Management failed to follow up with me after I informed them I felt uncomfortable due to two tenants making false reports. They did nothing to address my safety concerns and have caused significant emotional distress in my life, to the point it has impacted my ability to work. 
  
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 08/29/2025

  
  We would like to clarify Ms. ********************************** the abandonment notice, our team received a call from another resident in the building who mentioned that he had assisted Ms. ******** with moving items and expressed interest in transferring to her unit once the lease expired. Based on this information, and after several unsuccessful attempts to reach Ms. ******** directly (including messages that could not be delivered), our team followed company protocol by posting a Notice of Abandonment. This step is a legal requirement in situations where a unit may appear unoccupied. We sincerely apologize for any confusion or distress this may have caused.

  With respect to the rental assistance letter, please note that Bay Property Management provides the same resource information to all residents. To date, we have not received any other complaints indicating that these resources are outdated. We remain committed to ensuring our residents have access to available rental assistance programs and supporting documentation.

  As a property management company, our residents comfort and peace of mind are our top priority, and we regret any inconvenience or disruption this situation may have caused.

  We appreciate your time and consideration in reviewing this response. If further clarification is required,please do not hesitate to reach out.
  
  Sincerely,           
  Bay Property Management Group

  Customer Answer

  Date: 08/29/2025

   
  Complaint: 23722158
  
  I am rejecting this response because: Bay Property Management failed to follow up with the neighbor about reporting a false allegation. As I mentioned, I did not move any furniture into or out of my apartment. In addition, they did not respond to email correspondence I sent expressing I felt uncomfortable from untrue allegations being made against me. 
  
  
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:05/20/2025

  Type:Customer Service 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 am writing to formally inform you of the serious issues I have encountered with my rental unit located at ****************************************************I moved into this unit on May 9th, 2025. Prior to my move-in, the property management informed me that the unit would be repaired and cleaned during a 10-day period. Unfortunately, upon my arrival, it was immediately clear that the unit was not properly prepared or maintained.Specifically:The unit is on the 5th floor and has no windows, resulting in extremely poor ventilation.The air conditioning and elevator are not functioning, which makes it very difficult for me to live comfortablyespecially given the high temperatures.The refrigerator and garbage disposal are also not working.Despite paying both the security deposit and rent for the month of May, the unit provided is not in a livable condition and does not match what I was promised. I have spent the past several days enduring unsafe and unhealthy conditions. I have sent multiple emails and made phone calls to the property manager, but my concerns have not been taken seriously.Due to the impact this situation is having on my health, I have already submitted a notice of intent to vacate. I can no longer remain in this unit and plan to leave immediately. I respectfully request your assistance in holding the property management accountable and in helping me recover my security deposit. Unfortunately, it seems I have already lost my May rent.I have attached images of the apartment and forwarded the emails I sent to the property manager for your reference.Thank you for your time and understanding. I hope your office can take appropriate action regarding this matter.

  

  Business Response

  Date: 05/27/2025

  
  We sincerely apologize for any inconvenience this has caused the resident. We would like to take this opportunity to clarify the concerns raised by the tenant:
  
  Based on our records, the garbage disposal was reset and working properly on May 20th.Regarding the **** unit, we already have one of our preferred vendors scheduled to repair all units in the building on May. This was the earliest appointment available due to seasonal demand.

  It is important to note that the unit does have a window, but due to its design, it does not open, and this has always been the case. Additionally, we can confirm that the resident toured the unit in person prior to moving in.

  While no prior service request was submitted by the tenant regarding the refrigerator,our team has proactively created a work order on their behalf and is working to expedite the repair.

  Concerning the elevator, it is currently out of service. Our team is in the process of paying outstanding invoices, originally left unpaid by the prior management company to the elevator service provider. Once resolved, the vendor will proceed to complete the necessary servicing and restore operation.

  As a property management company, we take these concerns seriously and are committed to providing a safe, functional, and comfortable living environment for our residents. All necessary repairs are being addressed with urgency to ensure the residents satisfaction.
  
  Please do not hesitate to reach out should additional information be required.
  
  Sincerely,
  Bay Property Management Group
  
  

  
  

  Customer Answer

  Date: 05/27/2025

  I just want to say that when I visited the unit before moving in, The lease agent not mentioned that the window doesnt open. I was also told there was an exhaust in the kitchen and bathroom, but there isnt any. I was told the elevator wasnt working just that day, but it still hasnt been fixed. My unit is on the 5th floor, and I have chest and leg problemsthis is really hard for me.
  
  
  Ive asked to be transferred to a lower floor, like the 1st, 2nd, or 3rd, but it doesnt seem like anyone is taking the issue seriously. I really need your help with this.
  
  

  

  Business Response

  Date: 05/30/2025

  We would like to provide an update on this case:

  Our team has spoken with the resident regarding the possibility of transferring her to one of the available units on the first floor of the building. She verbally agreed that this accommodation would be beneficial for her health, especially since the proposed unit allows for better air circulation due to operable windows.
  We have already sent the accommodation form to the resident, and as of now, our team is awaiting to have the form filled in by Ms. ***** by today, May 30th, 2025, to help expedite the move process.

  Please rest assured that the elevator concerns are also being actively addressed, as we remain committed to ensuring the safety and comfort of all our residents.

  Should you have any questions or need further clarification, please dont hesitate to reach out. Were happy to assist in any way possible.

  Sincerely,
  Bay Property Management Group
  

  
  

  Customer Answer

  Date: 06/02/2025

  Hello,
  
  
  Thank you for your help and follow-up. I wanted to let you know that I have submitted the form they provided. However, Im still very concerned about the ongoing issues in my unit and the building overall.
  
  
  Today is June 2nd, and although Ive already paid the rent for the month, there seems to be no clear effort from the management to resolve the problems. The elevator is still not working, and it has been extremely difficult for me to carry water and groceries upstairs without it.
  
  
  Additionally, we are now in June, and as you know, June and July are extremely hot months. My air conditioner is still not working, and staying in the apartment under these conditions is very uncomfortable and unhealthy. The property manager mentioned on May 28 that the ** would be fixed, and I stayed in my apartment all day waiting, but unfortunately, no one came, and it remains unfixed.
  
  
  Last night, I also spoke with some other tenants many are experiencing the same issue with the elevator. A few of them have window ** units provided by management, but i dont have it.
  
  
  Please, I need your help to escalate and resolve this issue. The weather is extremely hot, and I am not satisfied with how management is handling these basic living needs.

  Thank you 

  ******  *********

  
  

  Customer Answer

  Date: 06/09/2025

  Thank you for your help, but unfortunately, the problem is still not resolved. Please find attached a screenshot of the last email I received from the property manager this is the only response Ive received in over a month.
  
  
  We are now in June, and its extremely hot inside the unit. The ** still hasnt been fixed, I havent been transferred to a unit with a window, and there is no exhaust or ventilation. Im currently living in a unit with no air circulation, which is very uncomfortable and concerning.
  
  
  I kindly request urgent attention to this matter.
  
  

  

  Business Response

  Date: 06/13/2025

  We understand the ongoing concerns regarding the ** and previous maintenance issues, and we would like to
  provide the following response:

  Our team has received a new proposal for the ** unit maintenance, and we are currently awaiting confirmation
  from the vendor to schedule and complete the necessary repairs.

  As for the elevator, it has been fully operational for the past couple of weeks.

  Regarding the tenants request for relocation to a lower-level unit to improve airflow, a transfer is possible. Our
  property management team will remain in close communication with the tenant to review and clarify all
  relocation requirements and next steps.

  As a property management company, we remain committed to delivering a comfortable and responsive living
  experience for our residents. We value your feedback and are working diligently to address all concerns in a
  timely and effective manner.

  Should you have any additional questions or require further clarification, please do not hesitate to reach out.

  Sincerely,

  Bay Property Management Group

  

  Business Response

  Date: 07/01/2025

  We would like to provide an additional update on this case:

  Our team has been in constant communication with the resident and has agreed to relocate within the same
  building to Unit ***. Both our property management and leasing teams are working together to finalize the
  necessary documentation for the move.

  Additionally, please note that starting Friday, June 27th, our technicians will begin installing portable AC units to help
  mitigate the **** concerns.

  At Bay Property Management Group, we are committed to providing our residents with the highest level of
  comfort and service. We value their experience and are working diligently to address and resolve all concerns.

  Should you have any questions or need further clarification, please dont hesitate to contact us.

   

  Sincerely,
  Bay Property Management Group

• Initial Complaint

  Date:05/09/2025

  Type:Customer Service 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 property management company my landlord recently fired (BMG Laurel) during my active lease is retaining the pet fee I paid through their tenant portal that was meant to go directly to my landlord (the property owner). Getting a pet added to my lease was a nightmare and a half in the first place thanks to BMG (they dragged it out and complicated it unnecessarily), and now they are keeping the fee I paid ($500) to add my pet to my lease. I signed the pet addendum they created (which took them over a month to add to my lease in the first place) on 4/7/25, the same say I paid the $500 pet fee specified in the addendum contract (please see attachments). BMG's services were terminated at the end of April, and now my landlord has a new property management company -- in the transition to the new property management company, BMG did not provide or seemingly retain any record of my signed pet addendum from 4/7/25, and now they are keeping my $500 too (I re-signed the pet addendum that was originally issued on 4/7 on 4/29, an my landlord countersigned on 4/30, and could not locate my signed 4/7 copy since BMG has revoked access to my tenant portal following their termination; BMG's official termination date was 4/18). This money does NOT belong to BMG under any circumstances. I will be needing that money refunded so I can appropriately dispense the funds to my landlord.

  

  Business Response

  Date: 05/14/2025

  We would like
  to clarify the matter regarding the non-refundable pet fee.

  Per the
  signed Pet Addendum, the tenant agreed to a $500.00 non-refundable pet fee,
  which was officially released to the property owner on April 7, 2025. The corresponding
  owner statement reflecting this disbursement was provided to the owner, and a
  reminder email was sent on May 12, 2025, confirming that the funds had been
  posted to their account on April 7.

  Since these
  funds have been fully released to the owner and are labeled as non-refundable,
  any decision to return the fee would rest solely with the property owner. As the fee
  was contractually agreed upon by the tenant and is non-refundable per the lease
  agreement, no further action is required on our end.

  Sincerely,                                   
  Bay Property Management Group

  
  

  Customer Answer

  Date: 05/14/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I understand that the $500 I paid on 4/7/24 was non-refundable, that is not the issue here. I am not seeking the funds to be refunded to me so I may keep the money, but rather I am urging BMG to transmit the $500 to my landlord, ****** ***********. ******* reached out to me earlier this week stating that she never received the $500 deposit, which must mean BMG has kept that money without appropriately routing it. The property owner has now confirmed with me several times that she has not received that money (I asked for confirmation AGAIN after reviewing BMG's response to my complaint to ensure I wasn't misunderstanding anything) -- see pdf file "(BBB complaint) ***** Mail - Re_ Checking in_ Pet Fee" for proof and confirmation of the facts).

  BMG needs to follow up and follow through with the property owner (*****) to ensure that $500 is rightfully dispersed to her. My new property management company further confirmed that BMG is holding onto that $500 and that said $500 was not transferred to the property owner upon BMG's termination (see attachment titled "Misc. Addendum- **** **** ** ** *****, Washington, DC 20001 LEASE-******", pg. 1, which states "Tenant acknowledges that a non-refundable pet deposit of $500 was previously paid directly to Bay Management Group (BMG). The deposit was held and managed by BMG and is not currently held by the Owner or the current Property Management Company.").  

  BMG needs to right this wrong with my landlord (the property owner, ***** ***********) and disperse the appropriate funds to her promptly. I do not appreciate the lying and deceit on their end, this is no way to run a respectable business.

   

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

  

  Business Response

  Date: 05/15/2025

  We sincerely
  apologize for any confusion and would like to clarify the matter below: 

  As mentioned
  in our previous response, the non-refundable pet fee has already been deposited
  into the owner’s account and is visible on our system. Our team is currently in
  the process of formally closing out the property.

  Per the
  Property Management Agreement, Section 11 (Termination), the following applies:
  “Manager may withhold funds for up to 60 days after the end of
  the month, in which this agreement is terminated in order to pay bills
  previously incurred but not yet invoiced and to close accounts”.

  We understand that the funds may not yet have appeared in the
  owner’s bank account. However, once the account is fully reconciled and all
  outstanding bills are processed, the final disbursement will be completed and
  reflected accordingly.

  We appreciate your time and
  consideration in reviewing this response. If further clarification is required,
  please do not hesitate to reach out.

  Sincerely,                                   
  Bay Property Management Group

• Initial Complaint

  Date:05/05/2025

  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 am filing a formal complaint against Bay Property Management Group (BMG) Baltimore for negligence, breach of contract, and failure to uphold core property management responsibilities for my property at *************************************************** approved a tenant, ****** *****, despite her extensive history of failure-to-pay-rent (FTPR) filingsover a dozen cases since 2019clearly discoverable via ******** Case Search. This violated **** own screening criteria and breached our agreement. Due to this failure, the property became unstable, unsafe, and was allegedly occupied by a squatter.From July 2024 to February 2025, BMG failed to collect rent or utilities, resulting in eight months of lost income. Despite this, they continued to collect management fees, causing substantial financial harm and stress.Communication throughout this process has been consistently poor. In August 2024, I notified BMG that utilities were unexpectedly transferred back to my name. I raised concerns about tenant abandonment, yet received no follow-up for nearly a week. This lack of urgency persisted in all critical matters.BMG also neglected property maintenance. In September/October, I reported suspicious activity and a broken fencejust weeks after concerns of abandonmentbut BMG took no action. This violated their contractual duty to maintain the property in habitable condition.Eviction efforts were mishandled. The court approved the July FTPR on September 10, yet BMG falsely claimed they hadnt received the signed documents. The Sherrif's Office confirmed receipt on September 17. BMG only acknowledged having the documents on October 25over six weeks after court approvaldespite repeated inquiries.BMG's continued failures have resulted in significant financial loss, safety concerns, and ongoing distress. I request immediate corrective action and appropriate restitution.

  

  Business Response

  Date: 05/08/2025

  We understand the complaints raised, we have thoroughly reviewed Mr. ******** complaint and wish to clarify the following:

  The tenants eviction proceedings were diligently pursued. After an initial Writ of Restitution was granted on December 18, 2024, *** remained in constant contact with the *******************. It is worth stressing out that on December 18th,2024 an earlier eviction was granted but was canceled after a partial payment was submitted by the tenant, which in this case, Bay Property Management Group are obliged to accept, however, this payment by the tenant was made utilizing a fraudulent money order.

  Regarding rent collection, our team issued Failure to Pay Rent notices via certified mail to ensure that the proper documentation and delivery, including in-person contact with one of our inspectors, allowing direct communication with the resident.

  We require a clean rental history for 3 years.  At the time the tenant applied, she had not been filed on in a rent court for 3 years. Her credit met our minimum requirement of no less than 640.  Additionally,all applicants that are registered sex offenders or have had felony convictions within the last 10 years or have been released from commitment for a felony within the last 5 years are not approved. Bay Property Management Group adheres strictly to local state and federal Fair Housing laws. Moreover, due to the Fair Credit Reporting Act the company is not permitted to share applicants credit records. Please also note that courts do not allow filings for unpaid utility bills (such as water). We are only permitted to file for Failure to Pay Rent.

  There were several instances where the owners direct involvement in ongoing maintenance matters disrupted our teams ability to act promptly, in addition to delays in timely funding which caused setbacks in our internal operations and service execution.

  Under Section 8 (Manager Assumes No Liability) and Section 9 (Indemnification and Owners Responsibility to Defend) of our Management Agreement, **** liability for damages, losses, or legal costs is expressly limited.
  Based on the foregoing and the absence of any evidence showing willful misconduct or breach of statutory duty, we respectfully decline the requests for full fee reimbursement and payment of outstanding rent. We remain committed to improving our processes and are available to discuss any lingering concerns.

  We remain committed to improving our processes and understand the concerns lined up by the owner. We regret any confusion or frustration this has caused.

  Sincerely,                                   
  Bay Property Management Group

  

  Business Response

  Date: 05/16/2025

  We acknowledge the owners continued concern and have reviewed the latest submission. However, we note that no new evidence or information was presented to support the claims beyond what was already addressed in our initial response. 

  As previously stated:

  The eviction process was executed diligently and in accordance with legal requirements, including coordination with the Sherriff's Office.
  The tenants application met BMG's screening standards under Fair Housing guidelines, with no disqualifying history at the time of approval.
  BMG actively pursued rent collection and maintained communication throughout the process.
  Delays caused by the owners direct involvement and funding lapses further complicated service execution.
  Under the terms of the Property Management Agreement (Sections 8 and 9), BMG's liability is contractually limited and indemnified.
  
  In addition to the outlined points, wed like to clarify that the eviction process experienced delays in part due to direct involvement by the owner.

  As documented in our communication history, the owner independently contacted the Sherriff's Office to coordinate eviction steps, without first consulting BMG. This caused misalignment in the process and required us to halt or reset the formal procedure to remain compliant with legal and procedural requirements.

  Our Property Manager proactively followed up to confirm the owners actions, but this lack of coordination contributed to the overall delay. Please find additional attached PDF for further reference.

  We continue to stand by our original response and respectfully decline the owners request for reimbursement.
  
  Sincerely,
  Bay Property Management Group
  

  
  

  Customer Answer

  Date: 06/03/2025

  Better Business Bureau:

  I would like to reject the offer of Arbitration for complaint ID ********. Thank you to the BBB for overseeing this process. It is evident that the organization is not operating in good faith and the essence of professionalism. 

  Sincerely,

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

• Initial Complaint

  Date:04/21/2025

  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 am filing this complaint due to repeated mismanagement, lack of accountability, and failure to deliver contracted property management services—despite continued payment. Since 2/14, nearly every issue has been resolved by the tenant or me, with no meaningful contribution from BMG.
  
  Most concerning is an incorrect $206.70 lock change charge, which I request be refunded. This charge was formally challenged, and BMG's “review” has been ongoing since 3/22—despite both the tenant and HOA confirming that a spare key was available and used by BMG on 2/10. BMG proceeded with the lock change anyway and continues to contradict these verified accounts while refusing to take responsibility for the unjustified cost.
  
  Additional issues include:
  
  Faucet Installation Oversight: Before the 4/17 install, the tenant alerted BMG to a building-wide water shut-off. BMG dismissed the concern. The plumber arrived unaware, couldn’t test the faucet, and warned it may require a follow-up visit—again placing the burden on the tenant.
  
  Supervisor Misrepresentation: On 4/17, a supervisor claimed all concerns were addressed, despite the tenant escalating to me the day before due to lack of response—misstating facts and attempting to conceal ongoing service failures.
  
  Failure to Deliver Paid Services: BMG’s promised “1-business-day response” has been consistently unmet. Since 2/14, all key tasks—maintenance, onboarding, and HOA coordination—have been handled by the tenant or me, yet full management fees were charged.
  
  I am also concerned about potential retaliation following my formal termination on 4/18 and request that the BBB monitor this case going forward.
  
  I respectfully request:
  -Immediate refund of $206.70 for the lock charge
  -Formal acknowledgment of service failure since 2/14
  -Ongoing BBB monitoring to ensure professional conduct post-termination

  

  Business Response

  Date: 04/25/2025

  We sincerely apologize for any
  inconvenience and confusion this may have caused.

  To clarify the situation, it’s important
  to note that, for safety reasons, locks are changed between each tenancy, in
  compliance with homeowners association rules. However, the HOA did not inform
  us that they had already changed the locks as part of their standard services.
  As a result, we contacted our preferred vendor to change the locks, unaware
  that this would be the second lock change.

  After reviewing the situation, our team
  realized that this would, in fact, be the second time the locks had been
  changed between the last and current tenants. We have taken
  the request into consideration and, as a goodwill gesture, we will reimburse
  the requested amount. However, please note that this reimbursement may or may
  not affect the total balance due if there are any other outstanding charges on
  the owner’s account.

  Sincerely,                                   
  Bay Property Management Group

  Customer Answer

  Date: 04/29/2025

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

• Initial Complaint

  Date:03/14/2025

  Type:Customer Service 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.

  This property management company took over my apartment building and did not notify us now I am seeking information and receiving court forms for late rent. I havenot been able to get in contact with anyone. Neither has my neighbors. They are claiming that we all are late for rent for January, February, March and they are trying to change our policies that are against the original lease that we signed with the original property management company which is called ******. None of my phone calls have been returned, and I am currently sitting outside of the property management location and they will not allow me tocome in. They are also trying to raise my rent and change the due date of my rent.

  

  Business Response

  Date: 03/21/2025

  We appreciate you reaching out regarding the complaint submitted by Ms. ****** ********. We want to assure you that we are actively working to resolve this matter in collaboration with all involved parties

  Currently, we are in the process of reviewing the details of her rent payment history and communicating with the previous property management company to ensure accuracy and fairness in the resolution.

  Most of the outstanding charges have already been resolved, and we are now awaiting confirmation on the March payment. The latest records we reviewed indicate that the payment status is marked as processing, but we have not yet received confirmation that it was successfully completed. Our team has already reached out to Ms. ******** for further clarification and is awaiting her response.

  As we continue working toward a final resolution, we will provide an update as soon as we have concrete information to share. Please rest assured that we are committed to addressing this matter in a timely and fair manner.

  Thank you for your patience and understanding.

  Sincerely,         

  Bay Property Management Group

• Initial Complaint

  Date:03/03/2025

  Type:Customer Service 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.

  They stole my Rental insurance check with my name ***** ***** on it I never gave them permission I never signed the back of the check at all or was it addressed to anyone from this company..Because I do not work for this company I reside in one of their properties they are refusing to give me my money ASAP they are telling me to wait after they stole my money and never informed me about the check being mailed to them..That is fraud It has been over 4 weeks Still No payment I just keep getting the run around

  

  Business Response

  Date: 03/05/2025

  We sincerely regret any inconvenience
  the tenant experienced and want to assure you that our priority has always been
  to ensure the quality, fairness and honesty of our service.

   The issue arose due to an error in a
  claim form, where the tenant experienced a faulty toilet valve that caused
  flooding in multiple rooms of her unit, resulting in damage to her personal
  property. Our company name and address were mistakenly listed as the recipient
  instead of the tenant. As a result, the check from the insurer was sent to us
  instead of directly to her.

  Once we identified the error, our team
  immediately submitted a check request to process the reimbursement. The tenant
  was informed that the accounting department would need a few days to complete
  the request, which at the same time, we informed the tenant that we would
  notify once the check was ready for pick-up.
  As for March 03/04/25, the check was
  ready for pick-up, our team has successfully notified the resident via call and
  SMS, and today, March 5th, the tenant has confirmed that she was
  able to pick up the check in question for the amount requested.
  

  
  We appreciate the tenant’s patience and
  have taken the necessary steps to resolve this matter as quickly as possible.
  Please let us know if any further information is needed.

• Initial Complaint

  Date:01/29/2025

  Type:Customer Service 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 1/3/25 I reported an issue with my heat which I believed to be a thermostat issue. I could hear a fan running so at the time I didn't realize my furnace was inoperable. Management responded right away that a technician would be reaching out. The technician scheduled an appointment for the following week because they did not consider this to be an emergency. It snowed on 1/6/25 so they came out on 1/7/25. After an inspection of my furnace they said the heat was not working and there was some sort of parts issue. They would need approval from management before the parts could be ordered and repairs could be made. On 1/10/25 Lucy Paz sent me email letting me know another technician was scheduled to come out. When this technician came out he informed me he was from a new company. I thought he was coming to make the repairs but once again I was told parts had to be ordered and the furnace would remain inoperable. I sent a following up email asking when could I expect the heat to be fixed because it is the dead of winter and freezing in my apartment. I was told it depended on the pieces that need to be replaced. She asked if I had been provided with a space heater and I said no. They dropped off a small heater which is no help with the temperatures so cold and poor insulation in the apartment. Once I learned they are basically getting estimates and not treating no heat in the winter as a priority, I became furious and sent another email noting all of the issues I have experienced while living in this apartment. Raw sewage in my kitchen due to leaks in the apartments above, a huge hole in my bathroom ceiling for over a month due to leaks from the apartment above, fraudulent hot water charges when there was a separate hot water tank for my unit in the basement, extreme heating bill last year which appears to be from a faulty furnace. It's day 12 and still no heat! They are now canceling my repair orders as if repairs have been made and no longer responding to my emails.

  

  Business Response

  Date: 01/31/2025

  We sincerely regret any inconvenience
  the tenant experienced and want to assure you that our priority has always been
  to ensure the quality, safety, and efficiency of repairs.

  Below is a timeline outlining our
  response and actions taken to resolve the heater issue:

   - January 3, 2025 – Our team received a work order regarding a heating issue and immediately dispatched a heating vendor to inspect and resolve the problem.
  
   - January 6, 2025 – Due to vendor availability and hazardous road conditions caused by the weather, the service was scheduled for the next available date, January 7, 2025.
  
   - January 7, 2025 – The vendor conducted a thorough inspection of the heating system and determined that the control panel and roll-out switch required replacement. The technician also recommended replacing the thermostat. On that same day, we provided the tenant with a temporary space heater from our office, even though the tenant had previously confirmed she already had a space heater of her own.
  
   - January 10, 2025 – We scheduled a follow-up technician visit from the original HVAC installer to verify the issue. The technician confirmed that the faulty parts were under manufacturer warranty, requiring warranty validation before ordering replacements.
  
   - January 15, 2025 – The manufacturer officially confirmed the warranty, allowing us to proceed with the order for the necessary replacement parts.
  
   - January 16, 2025 – The vendor installed the replacement parts and thermostat, fully restoring heat to the unit.
  
   - January 17, 2025 – We informed the tenant that a rent concession would not be provided, as she remained in the unit throughout the repair process and had access to a temporary heating solution (space heater) during this period.
  
  Regarding duplicate work orders
  submitted by the tenant, our team closed the duplicate requests to prevent
  confusion, as the repair process was already actively underway. The tenant was
  notified accordingly.
  We acknowledge the inconvenience and
  appreciate the tenant’s patience. However, we would like to point out that our
  team responded promptly and diligently, working within the constraints of
  vendor availability and manufacturer warranty requirements. Throughout the
  process, we ensured that the tenant had access to temporary heating while
  repairs were completed. As of now, we can confirm that the
  heating system is fully operational and functioning without issues.